Comments on the reception process of new guests

Comments on the reception process of new guests

New customer reception process, service industry and customer experience are very important. When our service attitude is good and customers are very satisfied, they may come to spend next time. Let's share the new guest reception process for you.

Speech on the reception process of new 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.

Speech on reception process of new guests 2 First of all, welcome guests.

To show enthusiasm, if you see that the customer needs to open the door by himself after coming in, you should help the customer open the door. When facing customers, smile and say "Hello, please come in". If a customer lingers at the door for a long time, the receptionist should take the initiative to say hello and ask, "Hello, what can I do for you?".

Second, sit down.

After entering the beauty salon, customers are guided to fixed seats. After "Sit down" and "Do you want coffee, water or tea", serve them the tea they need. Now many customers are more picky, and some customers don't like tea or coffee.

You'd better ask what you need first, otherwise the customer won't touch the tea. There are also some beauty salons that can make some beauty and health care scented tea, which can be recommended to customers to try at this time. As long as customers sit down for tea, that's the time for us to communicate.

Third, service consultation.

After the customer sits down, there are three situations at this time:

1, if the old customer asks if there is an appointment, check the relevant appointment records, contact the designated beautician and take the customer to the designated nursing room, hello, please follow me. "。

2, new customers, ask what kind of care you want to do and send detailed information. When customers are interested, they can fill in the consultation form and the related care they have done before for the reference of the beautician. Customer card should be filled in, you can ask questions and fill in.

It is best not to give the card directly to the customer, and let the customer fill it out by himself. Then recommend a set of reasonable references to customers, "What do you think of this set, ..." instead of introducing related packages, "or are you interested in it? Parcel? I can give you a detailed introduction. "

3. Pure consultation. This kind of customers are potential customers who are interested, but they may have to compare several beauty salons or compare prices before spending. "Hello, what information do you want to consult?" It is also a way of asking and answering questions. If the customer is interested, you can use the second customer's speech.

Fourth, recommend beauticians.

"hello! Can I have a beautician do it for you? Her beauty technique is very good, and the customer's response is also good. You can try it. "

Verb (abbreviation for verb) to see the guests off.

Asked about feelings, "What do you feel after you finish? Your skin looks very moist. Are you satisfied with today's beautician? " "Thank you for coming and look forward to your coming again." "Is there anything else I can do for you?" See the guests out and say goodbye with a smile.

New Guest Reception Process Speech 3 Step 1: Enter customer files and register members.

When a new customer arrives at the store, the first thing to do is to write down her name and phone number, because only by leaving her contact information can we follow up.

Benefits: 1, name and phone number are required to facilitate later contact and avoid becoming a dead customer.

Benefit 2: duplicate names and mobile phone numbers, to prevent file duplication and avoid the cost increase caused by customers' repeated experiences.

Benefit 3: you can upload the customer's head portrait, which is more recognizable, convenient for employees to collect and makes customers feel more belonging.

Step 2: Consultation

The bigger a regular beauty salon is, the more it pays attention to the customer's consumption experience and the more it pays attention to the consultation. Just like going to the hospital first, the physical and skin conditions of customers are constantly changing.

Previously recommended projects may not solve the current problems of customers, so we need professional explanation, professional face-to-face consultation and reasonable solutions; Customers feel better and it's easier to make a deal! Highlight professionalism, differentiated services and facilitate sales.

Method 1, effect comparison chart, so that customers can fully realize the effect.

Method two, interesting question and answer, fully understand customers and pave the way for sales.

Step 3: Consumption

After understanding the needs of customers, we began to sell. As we all know, there are many projects in beauty salons, and every beautician has to spend a lot of time memorizing information. We also found that what customers buy is usually familiar to beauticians, and unfamiliar products are naturally pushed less or even not. Customers feel that the products are single and cannot satisfy all customers.

Welfare 1, the system has an electronic project brochure, 1 The baby doesn't need to recite the information, just read it to the customer, and the customer will naturally know where the value is! 2 solved your sales problem.

Benefit 2. Place orders in front of customers to make consumption transparent.

Benefit 3, how many goods each product has and how many goods are owed to customers can be seen at a glance; Hunger marketing stimulates customers to spend immediately.

Benefit 4. Reminding customers of the consumption time is helpful to control the service time and avoid customer complaints.

Step 4: Cash register

What customers spend, how much they should charge, how much they owe us, and how many vouchers they have are clear at a glance! The cashier can verbally confirm with the customer as long as he reads it out, which is convenient for the cashier.

Welfare 1, the content and amount of customers' consumption, can be seen at a glance, so as to avoid deducting the wrong expenses for customers!

Benefit 2, customers have arrears and vouchers, as well as tips, which is convenient to stimulate customers to make up the final payment and consumption immediately.

Benefit 3. It is convenient for financial banks to check accounts and reconcile accounts, and the payment method of each money is clear at a glance.

Benefit 4. Provide value-added services to customers and facilitate employees' convenient consumption.

Every time a customer spends money in our home, there will be a SMS reminder, which is as safe as a bank. If the account changes, it will be reminded by SMS to ensure the transparency of consumption, increase the sense of security of customers and provide value-added services to customers.

Customers don't need to download and install, and they don't need binding registration. They can check their consumption (membership card balance, remaining games, the balance of points coupons, discount privileges they can enjoy, etc.). ) anytime, anywhere on their mobile phones.

While checking consumption, customers can also participate in our first big red envelope, daily red envelope, lucky draw, VIP privilege, egg surprise and other activities to stimulate customers' on-site consumption and cultivate customer stickiness. Reduce the sales pressure of employees!

There are also satisfaction reviews, 24-hour family counselors, corporate culture, publicity and promotion, recent activities, and customer notifications!

Step 5: Make an appointment

We are sick, and the doctor makes us take medicine three times a day. As a result, we take medicine once every three days. Will it work? Do we blame the doctor? It's the same with beauty. It should be done once every three days, and customers only do it once every three months. No matter how good the beauty project is, it can't be coordinated with our customers.

However, if customers can't see the effect after spending money, they will blame the beauty salon, which is really our fault. Because we are a service industry, we should improve our service and professionalism. Therefore, before sending customers away, you must stand on a professional standpoint, make a good solution for customers, and make a return visit to make an appointment for the next time.

The course planning is very simple: "Sister X, the XXX project you are doing today is XXX, which is usually done once every X days. According to your physical condition, I suggest you do it on XX for the second time next time! " This sentence circumvents two problems:

(1) Inform customers of the functions, features and precautions of the project; Let customers know clearly what the curative effect is; How to cooperate with us is effective, and when to come next time. If this is the case, we always emphasize it to our customers. Even if the customer doesn't cooperate and it doesn't work, the customer knows that she didn't insist.

Pave the way for the beautician to follow up the sales next time. She won't hang up on you next time you call her. She knows that you are responsible for reminding her!

Benefits: 1 Before the customer leaves: plan the course of treatment and make a follow-up visit to improve the customer arrival rate and ensure the curative effect.

Benefit 2. After the customer leaves: fill in the service record and set the next reminder time, so as not to worry about employees forgetting.

Benefit 3. It is clear at a glance how much commission employees should get for serving this customer.

Step 6: Differentiated service

The competition in modern beauty industry is fierce, and the real fight is: effect and service. Differentiation, achieving results, meeting customers' needs, solving customers' problems and winning customers' affirmation will be the only way for us to develop and grow. Therefore, in order to do a good job in customer management and after-sales tracking, we must do the following six things:

1, professional return visit:

From a professional point of view, follow up and remind customers to come to the store on time for nursing, which embodies professionalism, increases the rate of customers entering the store and ensures the curative effect.

2. Physical therapy suggestions:

Physical therapy, course planning, matters needing attention, and the following nursing time are all sent to customers in words to make them feel warm.

3, girlfriends return visit:

Treat every customer as your best friend, give them meticulous care, and make them trust and rely on you more;

① Birthdays and wedding anniversaries of customers' parents, spouses and children-set up annual reminders to remind them to prepare gifts, so that life has a sense of ceremony.

② The customer's menstrual history, before, during and after ovulation, and ovulation period-establish a monthly reminder to remind the matters needing attention and create special effects for the project.

③ Customers' business trips, travel and important schedules-setting regular reminders, weather, scenic spots, online celebrity snacks, etc. , and give customers advice and care.

4. Special documents:

Record the special treatment effect, effect comparison and preferential scheme of customers. In writing.

5. Image data:

Record the customer's special treatment effect, effect comparison, payment voucher and test report in the form of pictures.

6, completes the 137 return visit system:

For the new customers who come to our store for the first time and those who buy our new products/courses for the first time, the 137 return visit system is adopted to reflect professionalism and ensure curative effect.

① Day 1 day after nursing: pay a return visit to the customer's feelings, body/skin condition, and inform them of matters needing attention.

② Day 3 after nursing: Visit again to improve the situation, share other customer cases, increase confidence and remind the next appointment time.

③ Day 7 after nursing: Remind customers to make an appointment, and be sure to go to the store for nursing on time according to the treatment plan to ensure the curative effect.