The customer reception process and speech skills when entering the store

Customer entry process and conversation skills

Customer entry process and conversation skills. In service-type industries, customer experience is very important. Sales conversation skills are often used. The meeting determines whether the customer will come back next time. The following will share with you the process and conversational skills for receiving customers into the store. Customer entry process and speech skills 1

Beauty consultant reception process 1. Welcome and guide

①Membership consultants wear work clothes according to the morning and evening shifts every day, and draw pictures Light make-up, proper appearance and check-in, 5 business cards neatly placed in the pocket of work clothes, the top consultant sits in the first seat designated by the front desk, smiling and paying attention

When welcoming guests When leading the guest into the door, all the consultants stood up and said in unison: "Good morning/good noon/good afternoon/good evening, welcome!"

②The top consultant immediately greeted the guest with a smile, Stretch out your left/right hand (looking at the direction of the meeting place designated by the consultant occasionally) and say: "This way, please." The way to guide (right hand from the waist 45 degrees from the five fingers together with the palm upward)

③ Take the guest to the consultant room (guide the guest to two chairs facing away from the door), the consultant quickly pulls the chair and asks When the guest sits down, the top consultant introduces himself with a smile, hands over his business card, and asks for the guest's last name.

Beauty consultant reception process 2, take a seat and introduce yourself

Consultant: "Hello! I am a consultant at XXX Beauty SPA Club. My name is XXX. What is your surname?"

Customer: "My surname is Wang."

Beauty consultant reception process 3. Tea service (tea service can be assisted by the welcome, first, second, or beautician)

Consultant: "Ms. Wang, our club provides free services to members Carefully prepared cold water, warm water, XX and other drinks, which one do you need?

Customer: "XX Tea Bar"

Consultant: "This is the XX tea you need , please use it slowly!” (See the photo standard on the upper right side of the guest on the table, palms facing up at 45 degrees, indicating naturally) (Sitting posture: At this time, the consultant sits down and leans forward slightly, maintaining an inclination of 45 degrees with the guest, facing Smile and close your legs

When communicating with guests, you can sit 2/3 of the way up the chair, keep your abdomen in and chest out, look sincerely at the customer's eyebrows, and behave generously, warmly and politely with your hands. Put it naturally on the table, with sincere and friendly eyes, and don’t look away)

Beauty consultant reception process 4. Ask the customer’s source of media

Consultant: "Ms. Wang, is this the first time for you to come to XXX Beauty SPA Club today? Did you see an advertisement or was introduced by a friend? (The consultant first understands the source of the customer, and understands the customer's daily care and the history of related care in which clubs. and registered in the new customer file registration card), did you drive here, or do you live near us? Are you in a hurry today?

Note: 1. Consultation on club projects, life Guiding communication on beauty, SPA, slimming, equipment, treatment, etc.;

2. Leave the customer’s detailed address and phone number to register on the new customer information card;

Customer: "I was introduced by a friend to consult on care."

Beauty consultant reception process 5. Understand the customer's needs

Customer: For example: You mainly want to improve your face and face today. Body, SPA, etc., or...? (ask according to specific circumstances)

Beauty consultant reception process 6. Introduction to XXX Beauty SPA Club

Consultant: "Ms. Wang, XXX The beauty SPA club is the largest in XX City, with the most elegant environment, the most unique technology and strong professionalism. It gathers international advanced high-tech beauty and body care equipment, takes health as the leading factor, improves the sub-health condition of the human body, and achieves health and beauty from the inside out. Yinchuan's premier large-scale comprehensive club.

(The consultant took out the center membership treatment booklet and pointed to the pictures to briefly introduce) Among them are Shanghai Dongyantang beauty products, which combine skin care with beauty treatments to achieve perfect and beautiful skin. Charlotte from Germany, and British brand Qianmei is an original brand, with SPA facilities, and the most distinctive feature is our unique technology.

Beauty consultant reception process 7. Taking guests to visit

Consultant: "Ms. Wang, Can I take you to visit our environment and advanced equipment now, and then decide on the project to choose based on your needs?" (See the new customer visit process standards)

Beauty consultant reception process 8. Return Consultants asked about their feelings after the visit and recommended projects

Consultant: "Ms. Wang, I just took you to visit Jin Beibei Beauty Club. How do you feel? What kind of Jin Beibei projects are you interested in?" What aspects of improvement do you need?

(Guide the way back to the consultant room, ask the guest about their feelings and purpose after the visit, understand the guest's needs during the visit, and observe the guest's interest throughout the process in order to provide targeted solutions. ) Recommendations when customers enter the store 2

Consultation session

1. Welcome: When a customer walks in, the beautician receptionist should smile. , crossed his hands on his abdomen and said hello, "Hello, welcome, Beauty in Huacai, please come this way. ".

2. Store manager reception: The store manager should look at the customer face to face or at a 45-degree angle, and introduce himself with a smile, "Hello, I am the store manager Wang Yan, welcome, please ask. . . ? ”

3. Store manager: “Ms. Yao, now is our store celebrating the International Health and Beauty Culture Festival. Our store has won the designated candidate unit of the Beautiful Angel TV Contest. It is your first time here today, so I will take you first. Take a tour of our environment and equipment. Can you please experience the standard service for one and a half hours?

4. Change customer service: Take the customer into the dressing room, put the customer uniform in the locker, and tell the customer, "Ms. Yao, please change into the customer service first. This is specially prepared for you and has been disinfected."

5. Introduce the beautician: After changing customer service, the customer leads him into the beautician room and introduces the beautician: "Ms. Yao, this is a very good beautician in our store. Her name is Rose Water. The store is very popular with old customers. She will serve you today. If you have any needs during the service, you can contact me directly. I am the store manager Wang Qin. Do you remember? .

6. Instructions to the beautician: "I will leave it to you, Miss Yao, to serve her well."

2. Care session: Feel the standard disassembly Please

Don’t talk about any product issues (except when asked by customers themselves), just talk from heart to heart.

1. Serve tea:

Ms. Our techniques and products will give you better results for your skin.

2. Relax the head, shoulders and neck (before massage)

Miss Yao! Let me first give you a head, shoulder and neck massage to completely relax you. The effect of this treatment will be very good! It can open your acupuncture points, reduce muscle fatigue, and help your skin better absorb nutrients.

3. Cleansing:

Miss Yao! Now, let me clean your skin for you. This is our grape seed essence facial cleanser. It has very good cleaning power because it is made of microcapsule wrapping technology, which can break down impurities first and then wrap them out without causing dizziness. It dyes the skin, and it contains silk, so there is no tightness after cleansing. After cleansing, your skin will be white, tender and smooth, which is most suitable for your skin!

4. Conditioning:

Miss Yao! Now I will replenish the stratum corneum for you, rose vitality lotion, which can fully replenish the moisture of the stratum corneum, adjust the pH value of the skin, and activate the vitality of the horny cells to absorb more nutrients. At the same time, rose essential oil is added here. Many customers apply it all over their bodies and use it as perfume. It smells particularly good

5. Exfoliation:

Miss Yao! What I am doing for you now is exfoliation, because as we age, our skin’s aging skin cells will attach to our skin, making our skin dull, dull, and Nutrients cannot penetrate well, so we need to remove the aged cutin attached to the surface of your skin so that our skin can better absorb nutrients.

6. Massage:

Miss Yao! I am going to start massaging you now. Our massage products use original solution, that is, essence for massage. It is pure plant and can be dissolved in water. It has very strong penetration and can be completely absorbed by the skin without washing. Lost

It is also a unique personalized regulation plan, called one prescription for one person per season. You can completely relax your body and mind during the massage. Our method is called the 28-day Lucky Face Changing Massage. It is designed by combining the concepts of traditional Chinese and Western medicine

Firstly, it can regulate the sub-health of the body; secondly, it can promote lymphatic detoxification; thirdly, it can improve the muscle texture of the face. Sister, do you prefer a gentler approach in your daily care? Be heavier. If you feel that my intensity is not appropriate, please tell me in time and I can adjust the intensity of the technique to better serve you! Customer reception process and speech skills when entering the store 3

Sales speech skills

1. Reception when entering the store

Dear, hello, I am very happy to serve you, What can I do for you?

Dear, the baby you are interested in is in stock. Now there are activities in the whole place. There are activities in xx. Please take a look. (Special items launched for the event)

2. Is it in stock?

Dear, the baby you are looking for is in stock, you can rest assured to take it O(_) O~

Dear, I am very sorry that this product is no longer in stock. You can take a look at this one. The quality of the two products is very good, and the styles and prices are similar. . .

3. When will it be shipped?

Dear, we can arrange shipment for you within 42 hours of the photo you took.

4. Shipping What kind of express?

Dear, the default is Yunda Express. Can you receive Yunda's goods here? We can arrange to send EMS to places where Yunda cannot reach. EMS is nationwide, but EMS does not provide free shipping. You need to pay 10 yuan for postage. (If you ship to Shunfeng, you will need to pay 20 yuan for postage.)

5. When will the goods arrive?

Dear, generally the goods will arrive about 3 days after Yunda ships. You can check the goods carefully after receiving them. If there are any quality problems, you can return or exchange them unconditionally within 7 days. The postage will be borne by outsiders.

(The goods usually arrive within two days if the wind blows, but the arrival time will be delayed in remote areas) (EMS usually arrives in 3-5 days, and in remote areas about 7 days)

6. Can it be cheaper?

Dear, I am very sorry, our price is already the lowest sales price, there is no way to get a better discount~~~

7. Quality issues

Dear, We are genuine products from the mall, and the quality is guaranteed. You can take photos with complete confidence. . .

8. Conclusion

Dear, thank you very much for your patronage. We will arrange delivery for you as soon as possible. Please wait patiently for receipt. If there is If you have any questions, please contact our customer service in time to handle it for you~~ I wish you a happy shopping, you can add some emoticons

9. Returns and exchanges

Dear, you can return or exchange unconditionally within 7 days Yes, we will bear the postage for your return or exchange due to quality issues. If it is a non-quality issue, you will be responsible for the postage for your return and the postage for our exchange.

10 , Free shipping

Dear, I'm very sorry, the postage is collected by the courier company, we only collect it on behalf of you, we can't provide free shipping for you~~~

11. There is a difference between the actual object and the picture.

Dear, the pictures in our store are all taken in kind, without special PS processing. However, due to the lighting during the color shooting process, Due to the influence of the reasons, there may be a slight difference between the actual object and the picture, but please rest assured that the difference must be very small, and they are basically the same.

12. What material is it made of?

Answer truthfully according to the material of the baby, and explain the product features at the same time

13. Will it fade? Is it easy to clean?

Dear, it is very easy to clean. When you wash it for the first time, some of the unstained color will fade away, just like when we wash off the dust, etc., but it will not fade from the second time. This phenomenon will happen, you can rest assured

And the color of the baby will not change in any way after you wash it (explain according to different materials, inform customers of the things that need to be paid attention to when cleaning, such as Duvets can only be dry cleaned, etc.)

14. What gifts are there?

Dear, we will give you a beautiful packaging box! (If there are other gifts── I said it~~~)