What are the eight major processes for receiving customers?

What are the eight major processes for receiving customers?

What are the eight major processes for receiving customers? In the workplace, welcoming guests at the front desk is a very important position. If the reception is not good, this will I'm afraid the business won't be negotiated. It's trivial to welcome customers well. Let's share the eight major processes for receiving customers. What are the eight major processes for receiving customers 1

1. Establishing a good impression is the first step - welcoming

In the interaction between shopping guides and customers, the first impression is very important. People don't get a second chance to make a first impression. A good first impression is usually established when welcoming guests.

When customers are 6 meters away from the store entrance, they must shout: "Hello, XXX Jewelry welcomes you." Other employees must smile and greet customers when they see them. Customers should be addressed in an appropriate tone after entering the store. Be civilized, polite, enthusiastic and generous.

2. Opening the topic is the second step - breaking the ice

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

Through careful observation of customers, we start by praising customers, starting with the weather, starting with beauty, and starting with praising children. . . .

3. Deepening understanding is the third part - demand identification

Have you heard about our XXX brand before? /Is this your first time to a XXX brand store?

Understand customer style, product preferences, price, etc. through direct or indirect information. .

Direct understanding: style, user, age, etc.

Indirect understanding: budget, purchasing power. . .

4. Attracting customers is the fourth step - value creation

Based on customer communication, determine the customer's target product, introduce it in detail, and arouse customer attraction points, brand, quality, style, etc. Vivid explanation

5. The use of sales tools is the fifth step - customer testimony

Qualification certificate, customer testimony, brand strength, on-site test props, Information about customer reviews and pictures of customers wearing it at home.

6. Stimulating the transaction is the sixth step - sales force order

After the customer is satisfied with the product and has discussed the price, style, size, etc., it is necessary to ask the customer to sign the order. , dig deep into customers' deep requirements and concerns for further comparison, and help customers resolve doubts on the spot. Each customer must proactively request a signature.

7. Leaving customer information is the seventh step - seeing off the guest

When customers leave the store, they must choose to ask the customer to make a service registration record. Customer details Information and other information are registered in the "Store Customer Registration Book", and customer information can be left on the grounds of service or gift giving.

When a customer leaves the store, the shopping guide should personally and enthusiastically deliver the product to the door, making a pre-delivery and return receipt, so that the customer can feel the importance and enthusiasm for her. Shopping customers must be reminded of matters needing attention and communication time arrangements, etc.

8. Let customers remember you is the eighth step - send a check-out text message

In sales, every communication with customers must be achieved A purpose, either to close a deal or to establish an opportunity for the next communication. After we send the customer away, remember to send a check-out text message within 5 minutes of the customer leaving the store 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:

Purchased customers: Hello sir, I am the king of XX brand. Thank you very much for choosing XXX brand, and For my recognition and support, if you have any product needs, please contact me in time. I am very happy to serve you. I wish you all the best and happiness! XXX brand Xiaowang.

Customers who have not purchased: Hello, madam, I am glad that you visited the XXX brand store today. Although we were not able to finalize your product today, we will match you with a better product based on your needs and requirements. The products are available for you to choose, we will contact you in time and look forward to your next visit! XXX brand Xiaowang. What are the eight major processes for receiving customers? 2

1. After asking the customer’s main complaint at the front desk, a negotiator is used to receive the customer through the intercom. In this way, the negotiator has an understanding of the customer’s general situation and can communicate with the customer. more targeted.

2. After the negotiator receives the customer, he takes him to the examination room for preliminary inspection, and then goes to the negotiation room for communication. This step reflects professionalism and rigor, and is not just a matter of air.

3. Based on the examination results and communication with the client, the negotiator will draw a preliminary scope. In this case, the doctor's work pressure and burden will be reduced, allowing him to concentrate on the technical aspects.

4. After initially delineating the scope of treatment and obtaining the client’s consent, the negotiator invites the doctor to come for consultation. The doctor, client, and negotiator communicate together, and the doctor gives the final treatment. Suggestions for diagnosis and treatment plans.

5. After the doctor leaves, the negotiator communicates with the client again, and then finalizes the diagnosis and treatment plan and the cost of diagnosis and treatment. At this time, we must pay attention to the words and guide the client to build trust in us.

6. After determining the plan, assist the client to sign the informed consent form. Some clinics ignore this point, leading to conflicts and disputes.

7. Lead customers to the clinic for diagnosis and treatment, and care about the customer's condition during the diagnosis and treatment period. Humanistic care must be fully reflected to make customers feel comfortable and safe.

8. After the client’s diagnosis and treatment is completed, the negotiator will lead the client to pay the fee and make an appointment for the next diagnosis and treatment. At this time, the client’s reaction must be observed to determine whether the client’s mood is normal. What are the eight major processes for receiving customers 3

Methods/steps

First of all, it is necessary to clarify the time when the customer will visit.

Customers’ visits will be made in advance so that we can be prepared and not be caught off guard. By clarifying the specific time of the customer’s visit, we can make arrangements in advance.

2. Follow the company’s car dispatch application process.

When customers arrive at the station or airport, we need to pick them up at the airport or station. We need to apply for a dispatched car within the company, and the company will arrange a unified vehicle to pick up the customer. This also needs to be done before the customer arrives. process.

3. Follow the company dining application process.

In our company, we generally have to eat within the company, and we need to go through the company dining application process. If it is necessary to eat outside the company, we also need to apply, and apply in advance to avoid customers arriving unprepared.

4. Negotiate with the customer conference room.

After dining with the customer, you need to return to the conference table to negotiate the work. The two parties discuss and exchange opinions on the details of the work and the content of the cooperation, reach an agreement, sign the contract, and complete the order.

5. Send the customer to the hotel or station.

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