Basic flow chart of receiving customers

Basic flow chart of receiving customers

The basic flow chart of receiving customers As the receptionist of the company, you need to receive many customers every day. At this time, some manners and skills are very important to us. Let's take a look at the basic flow chart of receiving customers.

Basic flow chart of customer reception 1 1. Customer reception flow.

Say hello. After receiving a customer, the first thing to do is to greet the customer warmly after seeing the customer.

Come in and sit down. After a brief greeting, politely introduce the customer to the guest and ask the customer to wait a moment.

Pour a glass of water. Then he turned and poured the customer a cup of tea. Tea is usually half a cup and can't be filled. Don't be too full of tea, and remind customers to avoid scalding customers.

Ask what you are doing here. Give the water to the customer, then sit next to the customer, communicate with the customer simply, see what the purpose of the customer's visit is, see if they have an appointment, and then proceed to the next step according to the customer's purpose.

Cut to the chase. After understanding the customer's purpose, according to the customer's intention, if the customer has an appointment in advance, lead the customer to the object of the appointment. If customers come to know about the company's related products or services, they can ask someone to introduce them.

Second, the skills of receiving customers.

Warm and generous. When receiving customers, we must be warm and generous, and serve customers with the most enthusiastic service, so that customers can feel the sincerity of the company and feel the good service and atmosphere of the company.

Smile service. Reception of customers, so as to successfully retain and conquer customers, as a receptionist, we must adhere to the service of smiling, so that customers really feel respected.

Dress appropriately. When receiving customers, you should also dress appropriately. After all, it's a matter of company image. As a receptionist, you must dress appropriately, which can not only show your personal quality, but also represent the image of the company. This is the essential quality of the receptionist.

A neat appearance. As a receptionist, when receiving company customers, you must receive them with the best image, because at this moment, you are not representing yourself, but the company. Therefore, as a receptionist, you should stick to a clean appearance and make yourself look full of energy and vitality.

Natural and graceful. As the receptionist of the company, you must also be a natural and graceful person, calm and humble when things go wrong, and receive every customer with an open mind.

Basic process of customer reception Table 2 Eight processes of customer reception

First of all, building 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-breaking 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 off the guests

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 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 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

The basic process of receiving customers Table 3 How to receive nightmare customers

1, stubborn weirdo

This kind of customer doesn't care about solving problems, but "complains for the sake of complaining". Their motto is "I am right and you are wrong." They tried their best to prove that they were right, and the other party was unqualified customer service.

This happened to the staff of the photo printing shop. A customer accused him of poor photo development and underexposure. Although he later admitted that he didn't use enough light, he still complained why he didn't correct it when developing! Stubborn weirdos account for 36% of customers who are difficult to serve.

2. nagging

This kind of customer will just keep nagging. Regardless of any solution, they have an unusually strong expression of their needs. Speakers account for 17% of difficult customers.

3. Arrogant people

This kind of customer always expects you to drop everything at once to solve his problem. If you have helped him submit the problem to the handler, he calls three times as often as the average person. Arrogants account for 34% of difficult customers.

I want to find your boss!

This kind of customer always comes to your supervisor immediately when he encounters problems, which makes you feel like an idiot. "If you can't give me what I want, then I believe your boss will." They always ask, "Is your boss there?" Or "How long have you been in this company?" This kind of people account for 1 1% of difficult customers.

In addition, it is very difficult for 2% people to encounter some accidental events and abnormal conditions.

Solution:

When you meet these customers, please take the following three steps.

The first step is to manage each other's expectations.

Tell the other party that it will take a while, because something is busy ahead. In Disneyland, if there is a long line in front of the amusement toys, the timer will show how long it takes the last caller to play the game, which is often more than the actual situation 10 minutes. After ordering, the waiter in the high-end restaurant will say, "Please wait a moment." At the hotel, you will be told that "your room will be ready at 1 1."

Step two, give him a reason.

Research shows that people are more likely to accept the question of being told the reason, but it is difficult to accept the question of not knowing the reason. The customer service of a computer printer manufacturer handled a complaint like this: a customer called to complain that the printer printed the wrong color, which has been going on for three days. The customer service representative told him that the customer was very dissatisfied because of the weather, and he asked for a clear answer when he could solve his problem. At this time, the customer service representative went on to explain that this situation was caused by too much humidity around the printer. If he wants to solve this problem as soon as possible, he can buy an air dryer. Is there such a simple answer to solve customers' common complaints?

The third step is to praise their patience.

Tell the other person that you appreciate his cooperation. When you thank someone or praise someone, you open the door to cooperation.

Pay attention to avoid mistakes.

1, humor

Although you and the other party have gradually become familiar with each other, as long as you haven't seen satisfactory results from both sides, don't make jokes, which will damage your professional image.

2. Everyone knows the syndrome

Some things may be common sense to you, but not everyone is like you. A customer returned the pager to the retail store because it didn't work properly. The customer service representative found it to be good when testing. It turns out that the customer learned to turn on the power and how to read the information, but he didn't know that the pager wouldn't display any information if no one sent him a message.

3. Talk too much

Talking too much is a taboo in customer service. What will happen next when you are talking? Customers began to ask more and more questions. When customers ask questions that even you can't explain, you will be considered unqualified. Please note that when others listen to you carefully, they will oppose you later.