Five basic links of customer reception

Five basic links of customer reception

The five basic links of customer reception are very important for the staff responsible for receiving customers. Only by receiving customers well can customers become repeat customers. The following are five basic links of customer reception.

Five basic links of customer reception 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's house" 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 groups, styles, product preferences, prices, etc. Through direct or indirect information. .

Direct understanding: community, style, users, age, etc.

Indirect understanding: purchasing budget, purchasing power. . .

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

According to customer communication, judge the customer's target products, introduce them in detail, attract customers, and vividly explain the brand, quality, design and style.

Verb (abbreviation of verb) The use of sales tools is the fifth step-customer witness.

Qualification certificate, customer witness, brand strength, on-site test props, customer praise information, on-site pictures used by customers 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 must be required to make a good service registration record, and the customer details should be 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 message to leave the store.

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 our customers away, remember to send a short message within 5 minutes of their departure, so as to maintain the relationship with our customers 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 your product has not been finalized today, we will match you with a better solution for you to choose from according to your needs and requirements. We will contact you in time when making the plan, and look forward to your coming again! XXX brand Xiao Wang.

Five basic links of customer reception. Stay focused and listen sincerely.

After receiving customers, we must keep a focused and sincere listening attitude and understand their needs. Only in this way can customers convey more demands in a pleasant environment.

Pay attention to eye contact.

In the process of receiving customers, eye contact can also make customers feel your serious attitude, naturally let customers tell their real needs, and let you easily obtain effective information.

Take a pen and paper to record.

At the same time of reception, in order to keep attention to customers, you can bring paper and pencil records to make customers feel better experience, and then you can add a little goodwill to your attitude.

Give the appropriate questions.

In the process of communicating with customers, you can also find opportunities to put forward what you don't understand and ask customers more questions, so that you can accurately grasp their needs and make product recommendations more smoothly.

Don't despise your competitors.

When talking about competitors, as salespeople, we must show a modest attitude, don't belittle our competitors directly, but find out their advantages and then highlight the value of our products. This is what a qualified salesperson should do.

In the process of receiving customers, as a salesman, we only need to take one purpose, that is, to know more about customers, keep a high degree of concentration and answer questions skillfully, so as to capture more information quickly and accurately, and only in this way can we be more comfortable in future negotiations.

Five basic links of customer reception 3 1, understand the situation. After receiving the reception task, first make clear the number of people, location, vehicle type (train number), flight arrival time, intention to come, possible stay time and the intentions and requirements of our leaders in the reception.

2. Arrange accommodation. According to the learned situation, arrange the room with the management department in time, and urge the service personnel to do indoor hygiene and prepare cold and hot water; According to the established food standards, inform the management department and guest house in advance and arrange meals.

3. Docking station (machine). According to the train (flight) time of the guest's seat, meet at the station (airport) in advance, help the guest to do a good military salute and guide the guest out of the station.

4. Welcome. Wait in advance where the visitors are scheduled to arrive. When the guests arrive, they should greet them warmly, introduce themselves and guide them to the dormitory to wash and rest.

5. introduction After the guests are arranged, report to the relevant person in charge of the unit in time. When the leaders of both sides contact, if necessary, the receptionist should introduce the identity of our leader to the other side.

6. Grasp activities. Understand and ask for the activities and work arrangements of the superior leaders after their arrival, so as to know fairly well.

7. Prepare the venue. Inform relevant personnel of both parties in advance, and urge our service personnel to do a good job of protection.

8. Eat. Calculate the number of people to eat, and inform our catering staff in advance, and arrange the number of tables if necessary.

9. Arrange after-school activities. According to the guests' hobbies, consider and arrange the entertainment activities after school in advance.

10, book a return ticket. Know the departure date of the guests in advance and book the tickets.

1 1, send me. Prepare the vehicle in advance and inform the leader to see us off.

12, notify the pick-up unit. Inform the guests to meet at work in time.

13, do the finishing work. Settle accounts with relevant departments in time and let the guests go before things can be done.

Extended data

Problems that should be paid attention to in reception work.

1, the work must be very detailed. To do a good job in reception, you should be diligent in your mind, mouth and legs. You should think it over carefully and do it realistically. Many problems in reception often lie in the word "rough", so reception must be nuanced and must not be sloppy.

2, the attitude must be enthusiastic. No matter what the status of the visitors is, the size of the "brand" should be greeted with smiles and sent with smiles, so that visitors will feel at home as soon as they get started.

3. The reception should be targeted. Reception is a science, and there are many kinds of knowledge. The people who are received have different interests and hobbies, so they should be targeted, distinguish the situation and receive them in a targeted manner.