The reception process and standard of the company's visiting guests

The reception process and standard of the company's visiting guests

The company's reception process and standards for visiting guests and customers are very important to the company. When the company has important customers to visit, it is very important to receive customers in the highest standard way. Let's share the reception process and standards of visiting guests.

The reception process and standard of the company's visiting guests 1 1. Establishing a good impression is the first step-welcome guests.

In the interaction between shopping guides and customers, the first impression is very important, and no one has a second chance to shape the first impression. A good first impression is usually made when welcoming guests.

Customers must shout "hello, welcome to XXX jewelry" at a distance of 6 meters from the store door, and other employees must smile and say "hello" when they see customers. After customers enter the store, they should address their guests in an appropriate tone. Polite, enthusiastic and generous.

Second, open the topic. The second step is to break the ice.

Accurately judge the customer type: learn to strike up a conversation with customers and quickly open the topic.

By carefully observing customers, we should start by praising customers, the weather, the beauty and the children. . . .

Third, deepen the understanding of the third part-demand analysis

Did you know our XXX brand before? /Is this your first visit to XXX brand store?

Understand customer style, product preference and price through direct or indirect information. .

Direct knowledge: style, users, age, etc.

Indirect understanding: budget, purchasing power. . .

Fourthly, attracting customers is the fourth step-value shaping.

Communicate with customers, judge the target products of customers, introduce them in detail, attract customers, and vividly explain the brand, quality and style.

V. Use of Sales Tools Step 5-Customer Witness.

Qualification certificate, customer witness, brand strength, on-site test props, customer praise information, customers wearing pictures at home.

Sixth, the sixth step of stimulating the transaction-sales force.

After the customer is satisfied with the product and talks about the price, style and size, it is necessary to ask the customer to sign the bill, dig deep into the customer's deep-seated requirements and concerns for comparison, and help the customer solve the problem on the spot. Every customer must take the initiative to sign the bill.

Seven, leave customer information step seven-seeing the guests off.

When customers leave the store, they are required to make a good service registration record, and the details of customers are registered in the customer registration book. Customer information can be left on the grounds of service or gift.

When the customer leaves the store, the shopping guide should warmly deliver it to the door in person, and make the pre-delivery and return forms so that the customer can feel the attention and enthusiasm for her. Shopping customers must pay attention to and communicate the schedule.

Eight, let customers remember that you are the eighth step-send a check-out message.

In sales, every communication with customers should achieve a goal, either to complete a transaction or to establish the next communication opportunity. When we send the customer away, remember to send a short message within 5 minutes after the customer leaves the store, so as to maintain the relationship with the customer and lay the foundation for the next communication. Here are two basic small templates to share with you:

Buyer: Hello, sir, I am Xiao Wang of XX brand. Thank you very much for choosing XXX brand and your recognition and support. Please contact me in time if you have any product requirements. Glad to serve you, I wish you all the best and happiness! XXX brand Xiao Wang.

Customer: Hello, madam, I'm glad you came to XXX brand store today. Although we haven't finalized your products today, we will match better products for you to choose from according to your needs and requirements. We will contact you in time and look forward to your visit again! XXX brand Xiao Wang.

Company visitor reception process and standard 2 important customer reception process scheme 1

First, determine the reception unit, time and place.

Second, determine the number of participants.

Receptionist's requirements: wear uniform and hang the factory label.

Fourth, the venue layout:

1, conference room brand, fruit quantity, tea quantity, paper towel quantity,

Number of manuals and pens (Administration Department)

2. Banner (Name) (Corporate Culture Department)

3. Projector, computer, microphone and power amplifier (it department)

4. Seating board (Administration Department)

5. Welcome speech by leaders (Administration Department)

Verb (abbreviation of verb) reception gift and number of copies: (applicable to reception department and purchasing department)

Reception and catering: hotel reservation, number of tables and expenses (Administration Department)

Seven. Reception car: (Administration Department)

1, drivers must wear work clothes and put up signs.

2. Determine the number of people and designate vehicles. Arrive at the pick-up point 15 minutes in advance.

Eight, tea.

After the customer sits down, send tea in time and smile warmly. The tea should be divided into seven or eight cups.

Generally speaking, the water supply is controlled at 15-20 minutes, depending on the drinking progress of customers.

Nine, visit

The receptionist will guide the customers according to the tour route.

Ten, return visit.

Add tea according to the actual situation after sitting down.

Have a meal

Before the guests leave, the receptionist will send gifts;

The driver stands by at the company gate 10 minutes in advance. When the customer arrives, he will open the car door for the customer and send the customer to the hotel for dinner.

The reception process and standard of the company's visiting guests. Company reception management system.

I. Purpose

In order to strengthen the management of the company's external reception work and promote the standardization of the external reception work, this system is formulated in line with the principle of "warm and polite, considerate service, strict economy and practical results".

Second, the scope.

This system is applicable to all kinds of external reception work of the company and the project department, excluding the expenses of internal dinners and on-site working meals.

Three. Related definition

1, guest classification

(1) competent leaders and personnel of government and administrative units; (2) Relevant personnel of the company's customers; (3) Business related personnel

2. Reception expenses include: accommodation expenses for entertaining customers; Food and beverage expenses; Travel expenses; Entertainment expenses; Tobacco and alcohol expenses; Gift fees, etc.

Fourth, reception standards.

1. Relevant reception standards for leaders and responsible personnel of government and administrative units.

Classification of Guests and Corresponding Reception Table

2. Relevant reception standards of the company's customer-related personnel.

Classification of Guests and Corresponding Reception Table

3. Relevant reception standards for business personnel

Classification of Guests and Corresponding Reception Table

Reception standard classification table

1. In principle, the classification of guests refers to their positions. If you need to improve the reception level, you should apply to the general manager in advance. The situations that need to improve the reception level mainly include: the personnel who represent the superior position leaders; The incident is of great importance and needs to be solved by improving the reception level.

2. The reception level of relatives and friends of the general manager shall be designated by the general manager.

Verb (abbreviation for verb) reception program

1. When receiving guests, the corresponding person in charge shall fill in the Application Form for Entertainment Expenses and notify the office in advance, and make plans for eating, living, traveling, using and accompanying personnel in advance.

2. The guest (government and customers) plan is approved by the general manager. In case of sudden emergency reception, you should call the corresponding leaders in advance.

3. The person in charge of reception is responsible for the implementation of the budget and plan. If the guests are willing to meet with the company leaders, they must communicate well and arrange the time and place for the interview.

Reception details of intransitive verbs

1, A-level guests arrive at the airport (station), they need to arrange vehicles and greet people, and they need to arrange VIP rooms in advance.

2. Receptionist should prepare related articles in the guest room.

3. Before eating, living and traveling, we should know the guests' hobbies and taboos in advance, and try our best to meet the reasonable needs of the guests within the scope of cost control. Illegal and unreasonable requests must be politely refused.

4. The person in charge of reception applies for cigarettes and alcohol according to the reception standard, the number of people and the number of days, and gets it in the office after being approved by the general manager. After the reception, the remaining tobacco and alcohol should be returned to the office for preservation for the next use.

5. Pay attention to legality, rationality and moderation in the reception work, and pay attention to dignity and etiquette in the dress and manners of the reception staff. The banquet hall "drinks without driving, and drives without drinking".

6. Before returning to China, you should know the preferences of the guests, prepare a proper amount of special products and gifts for the guests, and properly arrange personnel to send them to the airport (station).

7. After each reception, the itinerary, expenses and achievements should be summarized. Guests with special hobbies, interests and characteristics need detailed records for future reception.

Seven. Cost control and reimbursement

1. The expenses of reception expenses shall conform to the company's business objectives and requirements, save expenses, strive for practical results, fully consider and understand the purpose of each reception, and receive reasonably.

2 expenses shall not exceed the level in principle. If it is really necessary to overspend, it must be approved by the general manager in advance.

3. Any reception without the Hospitality Application Form will not be reimbursed.

4. The receptionist must sort out all bills and submit an account within 2 days after the reception, one case at a time, and submit an account according to the facts. There must be no leave, so as to achieve "one penalty for leave, one dismissal for leave".

5, tobacco and alcohol by the office unified management, appropriate inventory. Tobacco and alcohol expenses shall be settled according to the facts on a monthly basis (bank transfer payment).

6. Choose some suitable hotels and restaurants in the office. And sign a reception contract as a designated reception place. The expenses actually incurred shall be settled monthly (paid by bank transfer).

Eight. supplementary terms

1. The right to interpret and modify this system belongs to the company's administrative office and comes into effect as of the date of promulgation.

2. This system is attached with relevant forms: entertainment expense application form.