How to receive the guest's words

Language is a tool to express people's feelings when receiving guests. When we receive guests, we also need words and related etiquette to open their hearts. Let's see how to receive guests.

Words about how to receive guests 1 1, warm words.

When welcoming guests, we should do it with enthusiasm! For example, the basic words: "Come in, please sit down, please feel free to sit down" should always be on your lips.

This is not only a polite word, but also a warm word. When the guests entered the door, they immediately felt the enthusiasm, so their evaluation of this store became higher.

If you take action from the language first, you will always get closer to the guests in the first time, and the reception will be particularly relaxed and happy. They won't feel embarrassed or constrained in a strange environment.

Step 2 respect

No matter what kind of guests you receive, you should show your respect, which is the basic principle of the receptionist.

You can guide the guest to the area he wants to go to, and then give him the necessary introduction so that the other party can quickly understand and grasp the situation. Although it is a small matter, it is easy to make guests feel good.

Step 3 be patient

When choosing appropriate topics to introduce to different guests, try to make your language appear gentle and patient. Don't feel that receiving these guests is a troublesome thing, which will lead to silence.

Listen patiently when the guests are talking. If everyone else is talking, but you always look around and look absent-minded, then there will be a lot of gaps in the guests' hearts.

The basic accomplishment of a receptionist is to be more patient and not to be impatient when you speak.

Step 4 think more

When receiving a guest, you should put yourself in the guest's shoes and think about the problem from all angles. This will make the other person look more relaxed.

When they leave, they can politely say, "If you are not busy, please sit down for a while." If they are in a hurry, they can send it to the door when they leave. They can kindly say, "Come back when you are free and walk slowly."

Meticulous care is a skill that a receptionist should have.

How to receive guests 2 1, warmly greet and convey brand characteristics.

The greeting of the clerk is usually "Hello, welcome". If you just say these words, it will be too monotonous and homogeneous. Therefore, you might as well say a general welcome sentence with a smile and then add a sentence about the biggest feature of the brand. Take the clothing store as an example, you can say "Welcome to xx brand, we are a domestic first-line brand" and so on.

2. Observe the types of customers

After customers enter the store, they are not in a hurry to talk, but observe the types of customers first. Some customers are proactive, that is, they are looking for a specific product. If you don't say anything, they will ask you. And some customers are passive and may just wander aimlessly. It is more convenient to take corresponding words after distinguishing customer types.

Step 3 ask about preferences

If you introduce the product immediately, it is easy to lose customers' appetite, so you might as well ask the other party what kind of product they like first, first, recommend it more accurately, and second, narrow the distance between them.

4. Recommend products politely

After a preliminary understanding of customer preferences, you can try to recommend products and talk more about the advantages of products, instead of asking the other party to buy them as soon as they come up. This is utilitarian.

Try to show customers around the whole store.

When taking customers out of the store, you can add some guiding gestures to guide them to visit the whole store and increase their stay time, thus increasing the possibility of becoming a single order.

6. Try to talk to customers at home

Frequent conversation can make people jump out of the serious sales atmosphere, make customers feel natural intimacy and close their distance, so you might as well unload the rigid sales side and talk to each other in a friend's way.

How to receive the guest's words 3. First, the definition of etiquette.

Politeness-politeness and etiquette; Instrument-mode, appearance, appearance. Specifically, it refers to the code of conduct and standards that people should abide by in social communication activities. Dignified appearance and generous behavior are the basic requirements.

Mainly manifested in:

Politeness-the lowest morality that social residents follow to maintain normal life order.

Etiquette-social greetings, greetings, greetings and other customary forms.

Ceremony-a standardized activity with special procedures held on a specific occasion.

Instrument-refers to a person's appearance, clothing, posture, manners, manners, etc.

Hospitality-do a good job in guiding the way, opening and closing doors, introducing people, giving up seats, offering tea, hanging clothes, handing books and newspapers, etc.

Second, the specific action essentials:

1, lead the way-in front of the guests on the left, turn around and take care of them, introduce them warmly, gesture appropriately and provide services.

2, open and close the door-five steps:

A, knocking at the door-don't open the door until you get the promise.

B, open the door-know which hand to use (the door handle is for the left hand, open the door with the right hand; The door handle is opposite to the right hand, and the left hand opens the door), and the order of entering the door is clear (open the door outside, the guests are advanced, and open the door inside, advanced)

C. Block the door (block the door with your hand or body sideways and leave the entrance)

Please come in (sign in politely with both words and gestures)

E, close the door (slowly close the door after entering)

3. Introduction-first introduce the guests from high to low, and then introduce the hosts one by one.

4. Give up your seat-guide to the upper seat (the seat far from the door or the right in the same row).

5. Serve tea-ask your wishes if possible, clean your hands and tea sets, and try to gently serve tea on a tray.

6, fujian-polite and thoughtful:

Courtesy of seeing the guests off-after the customers say goodbye, the host will see them off with words and actions.

Words-warm words to express gratitude and farewell.

Action-thoughtful service (taking things, wearing hats, helping to lift heavy objects, etc.). ); Polite physical contact (appropriate response); Warm farewell (handshake, words, wave, etc.). )

See-off routine: go downstairs and send it to the gate; High-rise elevator; There is a car to take the car away.

7, standing posture-head straight, eyes straight up 15 degrees, jaw recovery, shoulders slightly backward, and there is a set of sinking force on the shoulders, and then, chest up and abdomen, waist up and hips up, hands hanging down naturally, legs stretched straight and tightened, leaving no gap between legs, and finally, feet are parallel to the ground, the center of gravity does not swing left and right, and always falls.

A, standing posture: the body is very close, the head is raised and the shoulders are heavy; Chest and abdomen, legs together; Chin slightly, eyes looking up.

B, front unarmed stance and back unarmed stance.

8, sitting posture-sitting posture is a static shape, the correct sitting posture should be two legs together, feet side by side or staggered.

When you sit down, you should look at the position first, and then sit down quietly. Sitting posture should give people a peaceful and dignified image.

A. Vertical sitting posture: the waist and back are straight, the shoulders are relaxed, the ladies' knees are close together, and the men's knees are not more than shoulder width apart.

B. On-off sitting posture: the lady's knees are tightened, her calves are separated, and her feet are in a line. Men can separate them from each other or they can separate them from each other.

9, walking posture-can not nod when walking, chest depression, looks listless. The most valuable thing is to show your confidence with your head held high.

10, eyes-eyes are the windows of the soul, eyes are the core of facial expressions, it will not hide, let alone lie. Eye contact is a common way of communication, with different eyes and endless meanings. Should be sincere, calm, cordial and thoughtful, eyes should rest on the area formed by the other person's shoulders and head, and should not dodge or stare at the other person's eyes.

Third, dress code.

In communication, it is very important to design a necessary and appropriate image for yourself. Here, the so-called image design refers to the proper modification and selection of one's own instrument, clothing and accessories. So that they meet the requirements of human body surface characteristics and identity. In short, it is the basic norm of dressing.

It is often said that respecting oneself is the premise of respecting others. Only by properly "designing" yourself and making your image conform to certain norms can your contacts understand your good intentions and your respect for him.

Secretaries who work in offices learn to dress up their image on various occasions, not only for personal image, but also for maintaining the overall image of the company. Hairstyles should be smooth and concise, and pay attention to hair care. Dandruff on the collar and head is ugly, so you should keep a good habit of caring for your hair. Women's makeup should be based on soft and elegant light makeup to avoid heavy makeup.

It is not advisable to apply too many colors of eye shadow, and lipstick should not be too bright. Clothing should be generous, comfortable and easy to move. Office hours should be matched with suits or shirts and skirts. It is worth noting that although the color of clothes may be a bit eye-popping, you can't pile all the colors on yourself and dress yourself like a palette, which is as rich as a Christmas tree and lowers your taste.

Fourth, other details.

1 phone posture

You'd better get into the habit of holding the microphone in your left hand. When your right hand is free, you can always write down what the other person said or something important. Try to stand and answer the phone. Even if you take a sitting posture, you should straighten your upper body, which will help improve your tone, concentrate and show your elegant charm. If you are impolite on the phone, you should also stabilize your emotions and remain calm and polite.

2. Pay attention to the details of communication

A smile is your best weapon. Smiling can directly win the other person's favor and get the other person's forgiveness unexpectedly. Smile in communication is respect, understanding and dedication to people, and it becomes a link to enhance friendship. It is like a lubricant, which can dissolve everything and sublimate everything.

"I especially like the smile of this new colleague. She is always very kind and cordial. If she makes a mistake, I won't blame her. " When interacting with others, you must pay attention to smiling, whether it is a familiar colleague or a strange colleague who has not met several times.

Look at each other when you speak and concentrate. Focus and listen. Let the other party feel that you attach great importance to his opinions and want to get business knowledge from him, so that the other party feels respected.

Learn to take the initiative to greet others. Don't avoid meeting colleagues in the elevator or bathroom. Try talking to them first.

3. Greeting etiquette

When a guest visits, you should take the initiative to get up from your seat, take the guest to the living room or public reception area, and provide him with drinks. If you talk in your seat, you should be careful not to talk loudly, so as not to affect colleagues around you. Remember, always smile.

4. Business card etiquette

When handing a business card, you should pinch the two corners of the card with your thumb and forefinger so that the front of the text faces the other side. Use both hands when receiving business cards, and read the contents carefully. If you talk to another person next, don't put away your business card. You should put it on the table to make sure it won't be crushed by other things. This will make the other person feel that you value him very much. When attending a meeting, you should exchange business cards before or after the meeting. Don't exchange business cards with others without authorization during the meeting.

Step 5 shake hands etiquette

A pleasant handshake is firm and powerful, which can show your confidence and enthusiasm, but not too hard and for too long, just a few seconds. If your hands are dirty or cold, or there is water or sweat, it is not suitable to shake hands with others. Just take the initiative to explain why you don't shake hands Women should shake hands without gloves. Besides, don't shake hands with others when chewing gum.

Verb (abbreviation of verb) reception etiquette

Receiving visitors is one of the daily work of many secretaries, and it is also the work that can best reflect the professional etiquette level of a secretary. There is a special reception etiquette in the secretary's reception work requirements, such as "be warm and friendly to visitors who have made an appointment or have not made an appointment, receive and send items without losing etiquette, and be able to see them off politely according to etiquette norms".

However, this is only the most basic requirement of secretary reception work. The middle and senior secretaries should also be able to properly handle or solve the demands and opinions of visitors, arrange leaders to meet and talk with foreign guests, and arrange the work of welcoming foreign guests according to the foreign etiquette, cultural traditions and national habits of the foreign guests' countries.

The following are the main points to note:

1, the reception staff should be neat, dignified, decent and elegant; Women should avoid wearing accessories that are too exaggerated or hinder their work, and make up as quietly as possible.

For visitors, you should get up and shake hands, and for superiors, elders and customers, you should get up and greet them. If you can't receive visitors for the time being, you should arrange an assistant or related personnel to receive the guests. If the visitor is an important guest agreed in advance, the corresponding reception specifications and procedures should be determined according to the status and identity of the visitor.

When the guests arrive, if the leaders can't meet them immediately, they should explain the reason and time of waiting. If guests are willing to wait, they should provide them with drinks and magazines, and if possible, they should change drinks for them from time to time.

Receptionist should have correct guiding method and posture to guide the guests to their destination.

A. Guidance method in the corridor: The receptionist should coordinate the steps before the guests take two or three steps to let them walk inside.

B. Guidance method in stairs: When guiding the guests upstairs, let the guests walk in front and the receptionist walk behind. If they go downstairs, they should walk in front and the guests are behind. When going up and down the stairs, the receptionist should pay attention to the safety of the guests.

C. Guide in the elevator: when guiding the guests to take the elevator, the receptionist first enters the elevator, closes the elevator door after the guests enter, and when the guests arrive, the receptionist presses the "On" button to let the guests get out of the elevator first.

D. Guidance method in the living room: When the guest enters the living room, the receptionist gives instructions by hand and asks the guest to sit down. After seeing the guest sit down, he can nod and leave. If the guest takes the wrong seat, please ask the guest to change seats (usually the next seat is on the side near the door).

5. Listen carefully to the visitor's narrative. Don't take a hasty position on the opinions and opinions of visitors.

6. For things that can be answered immediately or dealt with immediately, you should reply on the spot and lose it quickly. Don't let visitors wait or visit again.

7. When receiving visitors, if there is a phone call or a new visitor, try to let the assistant or someone else answer it so as not to interrupt the ongoing reception.

8, unreasonable demands or wrong opinions of visitors, should be politely refused, and don't stimulate visitors, make them embarrassed.