What are the etiquette for customer visits?

Visiting is a comprehensive art, which has been widely used in daily communication. Whether this method can be used flexibly is very important in communication. Especially when visiting customers. The following is a collection of customer visiting etiquette articles I collected for you. I hope I can help you!

Skills and etiquette of visiting customers

1. Three main points of visiting customers

(1) Important visits should be arranged.

In the process of visiting customers, in order to achieve the purpose of closing a deal, it is often necessary to communicate with customers three times and five times. In this process, if you have something important to communicate with customers, you must make an appointment in advance. Only in this way can the visit plan be carried out smoothly.

(2) Save customers' time

Everyone's time is a valuable resource. For your customers, many of them are leaders of enterprises or institutions, and their time is more precious. You must save their time during the visit. Generally speaking, it takes no more than 1 minute to call to greet them, no more than 3 minutes to make an appointment, and no more than 5 minutes to introduce products or services. If you are negotiating with an important customer, the telephone call to establish a customer relationship should usually not exceed 15 minutes, otherwise it is no longer suitable for making a phone call.

(3) Spend time on decision makers.

The purpose of visiting customers is to reach an effective agreement with customers, and the decision-making power to reach an agreement is generally in the hands of decision makers. These decision makers mainly refer to the person in charge, the chairman, the general manager and the factory director. For enterprises and institutions, it is mainly the party secretary, director, director, director, etc. In this regard, at least you should find the relevant project leader and spend more time on who has the right to decide. Of course, the auxiliary role of other personnel is not ruled out, but the main energy should be placed on the decision-maker, so that the efficiency of the visit will be greatly improved.

2. Five details that are easily overlooked

In addition to products, the sales staff's handling of some details when visiting customers also has an important impact on the sales success rate.

(1) is only a little better than the customer's dress.

Experts say that the best dressing plan is "customer+1", which is only "a little better" than customers. It can not only show respect for customers, but also not open the distance between the two sides. The contrast between the dress and the interviewee is too great, which will make the other person uncomfortable and invisibly open the distance between the two sides. For example, building materials sales staff often visit designers and construction managers of general contractors. The former certainly needs shirts and ties to show your professional image. The latter should not wear the same clothes, because the construction site environment is limited, and it is impossible to let the staff pay attention to the dress. If you wear too good clothes and go to the construction site, don't talk to customers, and you may even find a place to sit.

(2) Don't answer the phone when talking with customers.

Telephone is the characteristic of salespeople, so it is not realistic to talk to customers without telephone. However, most of our salespeople are very polite. Before answering the phone, they will formally ask each other's permission. Generally speaking, the other party will be generous and say no problem. But I tell you, the other person will say in his heart, "It seems that the person on the phone is more important than me. Why did it take so long?" Therefore, during the first visit or important visit, the salesperson never answers the phone. If the caller is an important person, you should also pass some simple greetings and hang up the phone quickly, and then call back after the meeting.

What do you know about the reception etiquette at work?

Through visiting, people can get to know each other, exchange information, deepen feelings and enhance friendship. The following etiquette should be observed before visiting: pay attention to the time and necessity of visiting the appointment, choose the right time, and generally arrange it when the other party is free. "Uninvited guests" are usually unwelcome, because the arrival of uninvited guests will disrupt each other's life order and schedule, which is very impolite. If you can't keep the appointment because of special circumstances, you should explain the reasons, apologize and get the understanding of the other party, otherwise others will be dissatisfied with you and fail to achieve the expected communication effect.

When calling or writing to make an appointment, it is recommended to use the tone of request instead of imperative statement. When you find that the other party has a refusal or reluctance, you must not be aggressive, challenge the other party, and forcibly meet. Even if you are rejected, don't be angry with the other person. You should still say in a friendly and euphemistic tone, "well, I'll meet you at your convenience." I wish you all the best. " It is necessary to say some words of blessing and greeting. Warm words can impress the other person, make him feel sorry for you, and lay a good foundation for the next date.

There is a situation that must be avoided, that is, writing to tell the other party when to visit like a notice, and rushing to the door without waiting for the other party's answer. If others have other plans or more important things to do, your sudden arrival will make them feel embarrassed. Visiting is a matter for both sides, so we should respect each other and not act rashly, otherwise it will affect the friendly relations between people. Be punctual for appointments, and don't be late. If you can't arrive or go on time in case of emergency, you must inform the other party in advance in time to avoid the anxiety of waiting. It is the most impolite to stand up for no reason.

When you visit, you must be well dressed and groomed. No matter how close you are to each other's home, no matter how harmonious your relationship is, you should not wear vest, shorts and slippers, which is the greatest disrespect to your host. Take off your coat, hat and scarf after entering the house in winter, which means that you have come to a warm place and can't say "cold". In summer, you can't take off your shirt and pants no matter how hot it is.

The specific etiquette is this: make an appointment or notice by phone or letter in advance before visiting, and arrive on time. Ring the doorbell or knock at the door before entering, and the owner can only enter after agreeing. If no one answers the door, you can ring the doorbell or knock later (don't ring the doorbell for too long). In the offices of general organs, enterprises and institutions, because there are many people in the working environment and the telephone is interrupted, sometimes you can't hear after knocking at the door. Knock on the door for a while and you can push the door into the office; But ordinary private houses are not allowed to enter without the owner's permission.

After entering the room at the invitation of the host, if the conversation is short, you don't have to sit down and don't stay after it; If it takes a long time, sit down at the invitation of the host. When you see familiar people after entering the scene, you should always say hello and show friendliness. Nod when you see a stranger. If the host doesn't introduce all the strangers here to you, don't ask them about their relationship with the host.

The host asks you to sit down and say "thank you". Pour you tea, put your hands together and lean over to thank you. The host invites you to smoke, but you can't. You should say "thank you, I can't smoke". If the host doesn't let you smoke and you want to smoke, you usually say, "Excuse me, can I smoke?" Don't smoke until the host says "please"; Don't throw ash on the ground. If there is no ashtray, you can roll a piece of paper and play it in it. Don't underestimate these small details, it can make others feel good about you.

When visiting each other, you can bring a gift and say to the host, "A little something, a little thank you, please accept it." If you know that the other person has children at home, you'd better send some small toys or children's favorite food to show your concern. In each other's home, behave steadily. Besides reading magazines, don't read the owner's letters or notebooks, and don't open other people's drawers or bookcases casually. Don't look around and ask how much this or that item of the host's family is worth and where it comes from, because people are used to avoiding being asked about his private affairs.

When the guests arrive at the appointed time, the host should meet them at the door in advance and should not wait in the room. It is best for couples to go together, and the hostess is in front. If a guest suddenly comes to the door, treat him warmly. If the room is not cleaned, it should be opened and cleaned properly, but it should not be cleaned immediately, because cleaning means expelling guests.

Etiquette for visiting customers

1, make an appointment for the interview.

It is common sense to make an appointment by phone before visiting others. Try to cooperate with the interviewees in the schedule. Dialectical materialism holds that everything has two sides. The earlier you make an appointment, the more likely you are to change your mind. Therefore, it is very important to seize the opportunity.

2. Strong sense of space.

If you visit customers on behalf of the company, you must arrive at the visiting place five minutes in advance. Be a punctual person, because you represent the whole company, you should behave appropriately in every move, word and deed, otherwise it will damage the image of the company in the other party's mind.

3. Grasp the time according to the occasion

Don't take too long for customers to visit, but it doesn't mean that they will get up and leave immediately after things are finished. If the other person needs it, you can also chat with him. This process is the best time to close the distance between the two sides.

If you feel that you need to leave immediately after talking about things, there is no need to worry about the impact of getting up and leaving immediately, because you are the visitor and the initiative is yours. The host can't remind you to leave or force you to leave.

Pay attention to certain manners when you leave. After the visit, it's best not to say "that's it, let's call it a day!" " You can say, "well, if you don't have a problem with that?" Of course, the other party can understand what you mean and say, "No problem, let's call it a day!" " "When you get up and leave again, no one will say that you are rude, but you will leave a good impression on others.

4. What should I do if I talk to the other party for more than the scheduled time?

Considering the importance of unfinished business, decide whether it is necessary to extend the time to continue the conversation. If the other party agrees to your request, you can continue to talk about the topic. If the other party has other things, you need to make an appointment to visit again.

Visiting is a comprehensive art, which has been widely used in daily communication. Whether this method can be used flexibly is very important in communication. If the visit is successful, what you do will naturally come; On the other hand, of course, draw water with a sieve, and you may be swept out of the house and put you in an awkward position. If you pay attention to the use of etiquette during the visit, in general, the latter situation will not happen.

Small details of visiting customers

1. It's just right for two people to go

During the business trip, the number of people should be controlled. It is not appropriate to go alone, and it is easy for the other party to think that your strength is too small or not enough; If more than three people go, it is not appropriate, and it is not a door-to-door smash. Too many people will give people a sense of pressure. Generally speaking, it is best to control the number of people who come to the door to two, or to correspond to the number of people who appear on the other side. In addition, there must be a division of labor: some people are responsible for the main talk, others are responsible for the deputy talk, and everyone is forbidden to talk to the other boss.

2. Don't underestimate the front desk

One job of the front desk staff is to park the car for the boss, and all those who are suspected of selling are pushed away. As the saying goes, "the boss is easy to see, but the kid is difficult." Many door-to-door visitors are vague, directly recognized by the receptionist as salesmen, and dismissed on the grounds that the boss is not at home. Be sure to briefly explain your purpose to the front desk staff, let them confirm with the boss or directly lead them into the boss's office. When talking with the front desk staff, be polite and simple in language. A sentence with a failure rate as high as 100% is "I want to talk to your boss"? Who knows if you're here to collect debts or something?

The front desk is often the gossip center of a company. If there is something wrong with your dress, words and deeds, it will soon become a joke, spread in the company and spread to the boss. If the receptionist asks the boss to wait, please pay attention to your behavior. Some companies installed cameras in the front desk. If you start picking your nose at this time, the boss may see it directly in the office? God, do I really have to shake hands with this man?

Step 3 go to the bathroom first

If there is no front desk, don't go to the boss's office by yourself. Be sure to catch a passing company employee and ask. Asking the boss where the office is is a secondary purpose. The key is to examine the mental outlook of his employees and get a general understanding of their professional quality through their language ability. There is a very useful skill: after entering the company, go to the toilet first. The first advantage is that traveling light helps to stabilize the mood; The second advantage is that the internal management level of the company can be roughly understood through the sanitary condition of the bathroom; The third advantage is that in the process of finding the toilet, you can probably see the whole picture of the company and get a glimpse of the internal environment and the faces of employees.

4. Learn to read palms

When the two sides meet, the first action is to shake hands. If you can read palms, you can read a lot of information from them. First of all, from the etiquette point of view, after the other boss reaches out, the visitor will reach out immediately, not first. At this time, we should quickly observe the outstretched hand of the other party and see two points: whether the fingers are together or apart; Second, see if the palm is open or bent towards the palm. If your fingers are apart and your palms are open, it means that you are in a happy mood and have certain interest and expectation for this meeting and your visit. On the other hand, if your fingers are close together and bent in the direction of your palm, it means that the boss is in a bad mood or not interested in this meeting. He may have met you just to cope.

5. Don't change seats

The boss asks you to sit in a certain position, but he is particular about it. Where you sit has different meanings. If you are allowed to sit across the boss's desk (there are usually one or two staff chairs here), the boss will sit in the boss's chair by himself, separated from you by a boss's desk, which shows that the boss is looking at you with a condescending attitude. If we all sit on the sofa together, that means another thing. Sofa is equal, and it is also a courtesy and sincerity expressed by the boss. What needs to be reminded here is that no matter where the boss asks you to sit, you can only sit there from beginning to end and never change seats.

6. Take out only one business card

When taking out a business card, the standard action is to take out a pair of hands from your pocket and hand them over. Don't take a business card holder, but take one from a thick pile of business cards, which will make the other party think that you have prepared a lot of business cards and intend to distribute them to everyone?

When you get a business card, you must read it on the spot, read the name on it softly, and then put it away quickly. It is taboo to throw it directly on the table or accidentally pick up the boss's business card to play. More importantly, if you leave your boss's business card on the table, the chance of forgetting to take it with you when you leave is as high as 80%.

7. Speak according to time

Before formal negotiation, it's best to ask the other party's next schedule first, so as to know how much time we can communicate. According to the schedule, you can adjust your conversation. If time is short, a lot of prepared nonsense is unnecessary.

8. It's better to be strict than joking

Some people like to be familiar with business, joking when they meet for the first time, trying to enliven the atmosphere and eliminate everyone's strangeness. In fact, if you don't know each other to a certain extent, you can't know what temper and personality the opposite person is, or the mood at that time is not easy to ponder. It is very inappropriate to joke casually in business activities. A serious attitude will never get you into trouble, but an inappropriate joke may make you lose everything. Of course, it is also important to quickly judge the boss's mood after meeting, which can help you decide what kind of communication form to take next.

9. Be careful of the entourage

Some bosses will bring an escort at the reception, and this escort will naturally have an unusual position in the company. From the perspective of negotiation, the escort is a third party and often fails, so we must be cautious. In on-site communication, at least one-third of the time should be spent communicating with the accompanying personnel. If the escort takes the initiative to grab words or ask some difficult questions, it means that the escort is already very unhappy. One thing to note is that if the escort is a woman, don't judge her without judgment, and directly position her as the proprietress in the address, unless the boss makes it clear to you.

10. Watch out for people who rush in.

Generally speaking, in a company, those who have the right to rush directly to the boss's office without knocking are either the boss's relatives or the number one. This kind of person often goes directly to the boss to say something after entering the door. At this time, the business personnel of the manufacturer should take the initiative to stand up, take out a business card, and wait for silence. In most cases, the dealer boss will take the initiative to introduce you to someone who didn't knock at the door when he sees you standing up and taking out your business card. At this time, you will pass your business card to each other and take this opportunity to get to know each other? This kind of person who rushes in without knocking at the door can often be the key to your success or failure.

1 1. Don't whisper.

Don't whisper in front of each other when visiting. This kind of behavior can easily make the boss uncomfortable and suspicious. I always feel that these people are discussing something shady in private, and they are even suspected of digging a hole.

12. The fighting will end in half an hour.

No matter how speculative and interested the two sides are, unless the other side invites you to stay for dinner, the talks must end in half an hour. Of course, this is based on efficient and concise negotiation content. If you can't make it clear in half an hour, then the extra time will be wasted.

13. Kill a horse and come back

Get up and leave. When the person in charge of the other party walks you to the door, you must ask another question: "I have to go now." Do you have any questions you want to know? " At this time, he often hesitates a little and then asks a question. Half an hour before the exchange, everyone may be very polite and they are all hitting Tai Ji Chuan. When they definitely want to leave, they will give each other one last chance to ask questions. If you have sincere business partners, you will not miss this opportunity. Therefore, this issue is very valuable, and it can even be said that it is the issue they are most concerned about at present. At this point, your visit is very beneficial.

Important visits should be arranged.

In the process of visiting customers, in order to achieve the purpose of closing a deal, it is often necessary to communicate with customers three times and five times. In this process, if you have something important to communicate with customers, you must make an appointment in advance. Only in this way can the visit plan be carried out smoothly.

When making an appointment with a customer, there are generally two kinds of appointment times, one is the visit time decided by oneself, and the other is the time decided by the customer.

Custom visit time is arranged according to your own sales plan or visit plan, and most of them are determined. For example, consider visiting Company A. Because of the heavy traffic in the morning, the interviewee may be on a business trip and may decide to visit in the afternoon. And if you visit customer B, you know that the other party usually handles after-sales service in the afternoon, so it is better to visit in the morning. The time of this visit is your own decision, which is a problem that you can control more.

What is more troublesome is that the customer decides the time and talks about business activities. Generally speaking, most of them are accommodating to the wishes of customers, and it is impossible to set the time according to the seller's position. Many times, although you have drawn up the visit schedule in advance, you still have to follow the time decided by the customer. To be extreme, even if you are not satisfied with the time decided by the customer, you should keep the principle of "customer first".