How to prepare for receiving an important customer

How to prepare for receiving an important customer

How to prepare for receiving an important customer? The reception work requires the reception staff to understand the reception process, and we generally have standardized terms and actions when receiving guests, so Preparation in advance can help us reduce the occurrence of errors. The following shares how to prepare for receiving an important customer. How to prepare for receiving an important customer 1

Corporate customer reception process

Reception application----- Determine the reception level-----contact the reception unit-----arrange reception staff-----pick up at the airport (station)-----arrange accommodation-----visit the marketing center----- Leaders' meeting-----Catering arrangement------Proposing and collecting cooperation matters------Processing and determining cooperation matters------Leadership meeting-------Airport (station) delivery Car------Telephone return visit

1. Reception application:

When the sales and field department staff learn that the customer is about to visit, they notify the administrative office and request customer reception Arrangements, if you are on a business trip, you should promptly notify by phone, and confirm the customer's contact information, number of people accompanying you, and whether you need a car to pick up and drop off at the airport or train station;

2. Determine the reception level:

Reception can be arranged according to the level of visitors according to the following standards

(1) Ordinary personnel level: suitable personnel: dealer business inspectors, technical personnel, home decoration company designers, manufacturers Middle managers, ordinary intended dealers, etc.

a: Accommodation standards are based on the requirements of the other party, and the company does not bear the accommodation costs;

b: Catering standards: Lunch consumption is controlled below 300 yuan, and dinner consumption is controlled below 400 yuan ;

c: Reception accompanying personnel: the company's grassroots salesperson, a certain regional manager;

d: Reception vehicle: four-wheel drive or taxi.

e: The above standards are based on two customers. If there are more than two customers, an additional RMB 50 per person will be charged for the meal;

(2 ) Senior personnel level: Suitable for: engineering procurement, terminal consumer enterprise leaders, cooperative dealers, high-level managers of manufacturers, heads of export companies, etc.

a: Accommodation standards are based on the requirements of the other party, and the company does not bear the accommodation costs;

b: Catering standards: the consumption of simple lunch is controlled below 500 yuan, and the consumption of dinner is controlled below 500 yuan ;

c: Reception accompanying personnel: a certain regional manager, a certain field supervisor;

d: Reception vehicle: four-wheel drive or commercial vehicle or taxi;

e: Emotional reception: For this type of personnel, the company's senior cadres can arrange one or two receptions at home, accompanied by reception personnel, to increase the relationship between them; (depending on the cooperation between the two parties)

f: Other reception items: The company arranges to take customers to major local attractions or evening entertainment, and the cost is controlled below 700 yuan; if necessary, souvenirs can be given to customers before leaving. (Depending on the cooperation between the two parties)

g: The above standards are based on two customers. If there are more than two customers, an additional 100 yuan/person will be charged for catering; an additional 200 yuan/person will be charged for entertainment. Calculation;

(3) Special personnel level: suitable personnel: main dealer leaders (including domestic sales and exports), main government personnel of a certain site, heads of relevant departments in local industries, specially invited leaders of manufacturers, The company's specially invited leaders and other special personnel, etc.

a: Accommodation standard is four-star hotels or above, room price is controlled at 400-700 yuan/room, and the company bears the entire cost;

b: Catering standard: lunch is simple, consumption is controlled at Less than 1,000 yuan, and dinner consumption is controlled below 1,000 yuan;

c: Reception accompanying personnel: a certain regional manager, a certain field supervisor, marketing general manager, shareholders;

d: Reception of vehicles ：Commercial vehicles or renting high-end cars;

f: Other reception items: The company arranges to take customers to major local attractions or evening entertainment, and the cost is controlled below 1,200 yuan; if necessary, it can be arranged before the customer leaves Souvenirs are given as a gift. (Depending on the cooperation between the two parties)

g: The above standards are based on two customers. If there are more than two customers, an additional 100 yuan/person will be added; for entertainment, an additional 250 yuan/person will be added. ; 3. Contact the reception unit: According to the reception application requirements, administrative staff should make relevant reception arrangements before the customers arrive, contact the customers in a timely manner to understand the specific number of visitors, whether they need a car, book a room or other requirements, and implement them in a timely manner .

4. Arrange reception personnel:

The company arranges reception personnel according to work needs, and those responsible for reception tasks must strictly implement the entire reception process in accordance with standards. Under normal circumstances, the reception staff should not change at will before the visitor leaves.

5. Airport (station) pick-up:

After receiving the reception task, the reception staff must confirm when the visitor’s flight (shuttle bus) will arrive, the arrival location, and the flight number (train number), name and characteristics of the visiting person. When using a car, first confirm whether the company has a vehicle before proceeding

If it is impossible to arrange a vehicle, the customer should be notified and informed of the method of transportation. Especially if you are flying, you can inform the customer to take the high-speed express to Hongyun Station or take a taxi. After the station, take the expressway to the airport. After receiving the visitors, the reception staff will help carry the luggage to the car, and arrange the order of accommodation and meals according to the shift time or the needs of the visitors.

6. Accommodation arrangements:

After arriving at the accommodation, the reception staff should take the initiative to help the visitors carry their luggage to the room, and briefly explain the use of the facilities in the room. method, leave your contact number. Depending on whether the visitors are long-distance or short-distance, arrange for the visitors to rest or go directly to the marketing center. And contact the Internal Affairs Department in advance for reception arrangements at the Marketing Center.

7. Visits to the Marketing Center:

The reception at the Marketing Center is mainly for exhibition hall visits, and office visits are generally not arranged. After the reception staff accompanies the visitors to the exhibition hall, the exhibition hall sales assistant must take the initiative to come forward, use polite words, arrange for the visitors to sit down, and offer tea. The main introduction work is carried out by the reception staff, and the exhibition hall sales assistants cooperate.

(Such as leading, presenting relevant information, creating atmosphere, etc.) The main highlights of the introduction work are: samples, paving effects, exhibition hall layout, explanation of new products, coordination of furniture and sound effects, work The personnel are mainly responsible for the scope of work, corporate culture, corporate prospects, etc. Detailed explanation is the key to whether dealers in various places can copy the marketing center well. Before introducing the company leaders, the reception staff can discuss with the visitors in advance the opinions on cooperation and the main purpose of the visit in the exhibition hall.

8. Leader’s interview:

Before leading the visitors to meet the leader, the reception staff must communicate well with the company leaders, confirm the meeting time and location, and then lead the visitors to meet with the leader. When meeting, the receptionist first introduces both parties, and then briefly explains the main discussion matters of the visitor. (Special note: When introducing company leaders, you should intentionally or unintentionally praise the leaders to enhance their status and increase the advantage of the negotiation.

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9. Catering arrangements:

The administrative office can inform the relevant departments before making arrangements. General reception requires business employees or employees of a certain field department to arrange it together. After making some standards, they can arrange it. The reception staff should accompany the visitors to meals and arrange drinks according to the guests' habits. During the meal, the reception staff can appropriately create an atmosphere and promote emotional communication between the two parties. (Note: The reception staff should not drink excessively, and do not check out in front of guests when checking out)

10. Propose and collect cooperation matters:

After the above reception steps, After the emotional communication between the two parties has been established, the reception staff can arrange for both parties to move to the stage of business negotiation. According to the actual situation of the company's work and relevant department standards, propose the content of cooperation matters, consult the content of cooperation matters proposed by visitors and make notes.

11. Handle and determine cooperation matters:

In line with the principle of win-win, the reception staff collects the opinions of both parties between the company and the visitors based on the content of the cooperation matters, handles them, and even The finalized work will be submitted to both parties in written form after confirmation by both parties.

12. Leadership talks:

After both parties reach an agreement on cooperation matters, the leaders of both parties will usually conduct a ceremony to congratulate each other, and the reception staff will make relevant arrangements in a timely manner.

13. Airport (station) drop-off:

After the visitors leave, they will be escorted by the reception staff to the drop-off. The reception staff will take the initiative to help the visitors and remind them if there are any souvenirs given by the company. , must be reminded or handed directly to the visiting personnel. When sending the car off, you must wait until the visitor leaves your sight before leaving.

14. Telephone return visit:

The reception staff estimates their arrival time based on the flight number (train number) that sent the visitors, and makes a timely call to inquire about the reception work and understand the situation. Customer opinions on the company's products and corporate image, etc. Prepare reports in a timely manner and submit them to the company for improvement. How to prepare for receiving an important customer 2

What are the principles of reception etiquette

1. Work in an orderly manner

The reception at the front desk is the first step and step towards the guests. In the last service link, the work must be orderly and efficient. The first person to handle the service, the second person to inquire, and the third person to greet the guest, and say: "Sorry, please wait." If there are many people at the time of registration, book a room. You must stay calm, methodical, explain well, improve efficiency, and increase the number of people when necessary to avoid making guests wait too long

2. Be kind and approachable

The attitude when receiving guests should be Be kind, speak softly, look at guests, and speak clearly.

3. Warm and fast

The reception work of many hotel front desk staff is very busy and changeable, and the guests who come to the front desk are of all kinds and have different needs. Therefore, the front desk receptionist must always maintain enthusiasm, hospitality, elegance and courtesy, which will help influence and determine the length of stay and stay of guests in the hotel. If the front desk staff is cold or rude to guests, it will alienate guests and prompt them to become dissatisfied or leave the hotel early.

4. Good posture

Front desk staff usually stand to serve and cannot sit down until after one o'clock in the morning. If guests come, they must stand, have good posture, do not smoke, and do not sit down. Lose your composure and stagger around.

5. Concentration

You must concentrate on your work without making any mistakes. The name of the guest must be clear. It is a discourteous behavior to mix up or mispronounce the guest's name. You cannot answer the phone while serving the guest. On the job, you can't just talk to a familiar guest for too long. Don't do several things at the same time to avoid making mistakes due to lack of concentration.

6. Learn to observe

People come and go in the hotel. Celebrities, entertainment activists, and politicians are all frequent guests of the hotel. The total service The staff at the counter must learn to observe and record the personal information of the guests for future reference

7. Treat guests equally

Treat guests equally, and treat important guests or regular customers in a subtle and subtle way Taking care of him makes him feel special, have a sense of superiority, and a sense of being valued and respected. In fact, every guest hopes and expects to receive a private or individual reception.

8. Fulfill all commitments

To fulfill all commitments to guests, if something cannot be done, tell the truth directly and sincerely, saying that there is nothing you can do, and it is best to introduce it The guests go elsewhere that can meet the guest's requirements. How to prepare for receiving an important customer 3

Business outdoor reception

1. Reception preparation

For foreign and out-of-town guests who come to visit, negotiate business, and attend meetings , you should first understand the train number and flight of the other party's arrival, and arrange for personnel with the same identity and position as the guest to greet you. If for some reason the host of the corresponding status cannot go, the host who goes to greet the guest should give a polite explanation to the guest.

2. Timely reception

When the host goes to the station or airport to greet the guests, he should arrive in advance and wait for the guests. He must not be late and keep the guests waiting. When guests see someone coming to greet them, they must feel very happy inside. If the greeting is late, it will definitely leave a shadow on the guests' hearts. No matter how you explain it afterwards, you can't eliminate this impression of dereliction of duty and breach of trust.

3. Reception etiquette

After receiving the guests, you should first say hello about your hard journey, welcome to our beautiful city, welcome to our company, etc. Then introduce yourself to the other party and give it to the other party if you have a business card.

Pay attention to the etiquette of giving business cards: when you exchange business cards with elders and venerables, hand them over with both hands, lean forward slightly, and say please take care of them. When you want to get the other person's business card, you can use a requesting tone and say: If it is convenient for you, can you leave a business card for me?

As the person who receives the business card, you should read it carefully after taking it with both hands. Never put it into your pocket without looking at it, and do not throw it on the table.

4. Arrangement of transportation

When welcoming guests, transportation should be prepared for the guests in advance. Do not wait until the guests arrive to prepare transportation in a hurry. This will cause delays by keeping guests waiting.

5. Schedule

The host should prepare the accommodation for the guest in advance, help the guest go through all the procedures and lead the guest into the room, and at the same time introduce the services and facilities of the residence to the guest. Hand over the activity plan and schedule to the guests, and give the guests prepared maps or tourist maps, places of interest and other introduction materials.

After sending the guest to the residence, the host should not leave immediately. He should stay with the guest for a while and have a warm conversation. The content of the conversation should satisfy the guest, such as the background material of the guest’s participation in the activities, local customs, Distinctive natural landscapes, special products, prices, etc. Considering that the guests are tired from the journey, the host should not stay for a long time and let the guests rest early. When breaking up, tell the guest the time, place, method, etc. of the next contact.

Business Indoor Reception

When receiving indoors, you should mainly pay attention to the following points:

1. When the person in charge that the guest is looking for is not available, you must clearly inform him Where has the person in charge of the other party gone and when will he return to his unit? Please leave your phone number and address, and make it clear whether the guest will come to the unit again, or whether our person in charge will go to the other unit.

2. When the guest arrives, our person in charge cannot receive him immediately due to various reasons. He must explain the reason and waiting time to the guest. If the guest is willing to wait, he should provide the guest with drinks and magazines. If possible, Drinks should be changed for guests from time to time.

3. The reception staff should have correct guidance methods and postures when leading guests to their destination.

Guidance method in the corridor: The reception staff should follow the pace two or three steps before the guest and let the guest walk on the inside.

Guidance method on the stairs: When guiding guests up the stairs, the guests should walk in front and the reception staff should walk behind. When going downstairs, the reception staff should walk in front and the guests behind. Reception staff should pay attention to guests' safety when going up and down stairs.

Guidance method in the elevator: When guiding guests to take the elevator, the receptionist first enters the elevator, waits for the guest to enter and then closes the elevator door. When arriving, the receptionist presses the open button to let the guest get out of the elevator first.

Guidance method in the living room: When a guest enters the living room, the receptionist uses hand instructions to ask the guest to sit down. Only when he sees the guest sitting down can he nod and leave. If a guest sits in the wrong seat, the guest should be asked to sit in the upper seat (usually the one closest to the door is the lower seat).

4. Serve tea sincerely. Chinese people are accustomed to entertaining guests with tea. When entertaining distinguished guests, the tea sets should be particularly particular. There are many rules for pouring tea, and there are also many things to pay attention to when passing tea. s("content_relate");