Customer reception process and matters needing attention

Customer reception process and matters needing attention

Customer reception process and matters needing attention, for sales staff, guests should be received every day. Standardization of daily customer reception process can make it easier for employees to sign orders and serve. Let's take a look at the customer reception process and precautions.

Customer reception process and matters needing attention 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.

Customer Reception Process and Precautions 2 Welcome.

Welcome means that the customer's good impression and initial trust in the brand store is established in the first short meeting, leaving the first good impression on the customer within 7 to 30 seconds. Shop guides must meet two necessities and three standards when welcoming guests.

Two must:

The first must: you must wear work clothes. Every shopping guide is required to wear work clothes during work. Pay attention to the etiquette standards of our reception etiquette, clothing and service in gfd.

The second must: there must be no one to find, and every store must arrange a shopping guide. Standing in front of the store has two functions. One is to provide customers with timely reception services, and the other is to open stores at any time to intercept customers and increase the number of customers entering the store.

The third standard refers to the standard smile, that is, we must wear a standard smile when greeting customers; When greeting customers with standard bow, the customer rises 15 degree when he is one meter away from himself; There is also a standard greeting: Hello, welcome to a brand. A sales consultant provides you with such a standard greeting.

follow

In other words, to lead customers to understand the products in the exhibition hall, four nodes must be followed in the process of guidance.

One-handed means that when leading customers into the store to learn about products, they must hold the tool of talking about orders, and it is not allowed to lead customers empty-handed.

Second, look at the way customers walk, dress and so on. Judge who is the decision-maker in a customer's spending power personality group. Second, look at customers' expressions, eyes and body movements to judge which products customers are more interested in.

Follow-up is to follow the direction of the store sales line, that is, to guide customers not to look at all our products repeatedly in the exhibition hall. First, we should follow the direction of our moving line, second, we should follow the direction of customers, and third, we should follow the position 40 cm in front of customers.

The four nodes mainly focus on our profitable products, our best-selling products, special products and hardware.

ask

Asking questions is to communicate with customers, and skilled questioning can grasp a customer's needs as soon as possible. After mastering the needs of customers, we should make appropriate product recommendations and services to customers.

In the process of communication with customers and inquiry, we should pay attention to five points. The first point is easy before difficult, that is, ask some questions that customers are willing to answer, such as decoration style, which does not involve customer privacy.

The second point is the inquiry method with closed questions as the mainstay and open questions as the supplement. For example, the question of whether your family is going to install Chinese or European style is closed, which helps customers choose and answer.

The third point is to pay attention to interactive communication when asking questions. Don't ask customers questions blindly, let alone wait for them to ask questions. Both of these situations are signs that customers can't trust them.

Fourth, in the process of inquiry and communication, we must not be stingy with our own praise, but praise our customers more, because everyone may have this psychological need to be affirmed and praised, affirm their own vision and praise their choices. In this way, it is easier for us to gain the trust of our customers.

Fifth, don't rudely deny customers. Even if the customer has a wrong understanding and expression of the brand and product, then after this time, the shopping guide must euphemistically say the correct answer, and never simply and rudely deny or object.

guide

Guidance is to pay attention to four points in the process of guiding customers. First of all, the introduction should be in a logical order. Second, we should focus on recommendation. Third, we should set an example. Fourthly, we should make full use of electronic tools.

We should pay attention to three points in the process of guiding customers to understand products and choose products.

The first point is that the product introduction should have a logical order, which must be the whole first and then the part, from top to bottom and from left to right.

The second point is to give priority to recommendation, and don't give customers too many choices, because when we give customers too many choices, they will be unable to concentrate. Guide customers to choose from up to three options.

The third point is the power of example. In the process of guiding customers, we should make full use of the real-life photos of customers' homes on the sign sheet and gratitude wall, so that customers can have an intuitive understanding.

Seat

Sitting is to let customers sit down and communicate. Everyone must remember that if the customer sits down and we sign the bill, the success rate will increase by 30%.

When sitting down, customers should pay attention to avoid four situations.

The first is to avoid the sight of customers and face the open direction. Others can easily interfere with customers' attention and affect the effect of our communication.

The second is to avoid being far away from the decision-makers who can make a decision whether to buy or not in the process of buying products, so the communication effect of the long-distance decision-makers is definitely not good, and the decision-makers must feel that they are highly valued.

The third thing to avoid is sitting face to face with customers. Sitting face to face may lead to a constant communication and implications for such an industry with confrontational negotiations. The correct way is generally to sit down with the customer in the L-shaped direction.

The fourth thing to avoid is the interference of other things. When we sit down to communicate with customers, we must concentrate, don't answer the phone, and don't deal with other things temporarily.

draw

Painting is to draw the basic design concept according to the needs of customers, so that customers can see a sketch of their own wardrobe more directly.

When you communicate with customers to accept products in this drawing session, you must write down every demand of customers in advance, and then draw it for them to see.

In short, words are not as good as pictures in the sales process. When sketching, it is the first time to communicate with customers. Hand-drawn sketches should be used to make customers remember the technical design guidelines of brand-based products in a short time.

In the sales process, you must communicate with customers many times. When inviting customers again, draw design drawings for them. This kind of invitation and exchange meeting is more valuable.

calculate

Calculation is to calculate some necessary data when customers exchange and accept products, and then calculate the price, which should follow two principles, one is the principle of less, but the other is the principle of delay.

stay

Staying means that customers can leave contact information through communication. Customers leave their phone numbers or micro-signals for our follow-up contact and service. You can use gift discounts and so on.

give

Sending is to send customers out of the store. There are two details about letting customers leave the store. The first is to maintain etiquette, and the second is to let customers recommend it. The principle is to send them out and send them materials with gifts.

Sending customers out is to send customers to places more than 3 meters away from the door of the store. When sending customers out of the store, you must prepare a document for them, including leaflets of our products, leaflets of our activities, business cards and gifts of employees.

Handy gifts are more convenient, intimate and practical to carry. When parting from customers, be sure to ask customers to help recommend our brand, and tell customers who have not signed the bill that if your friend needs it, you can bring him and I will give you a discount. The customer who signs the bill must ask him to introduce us and let him recommend our brand.

Customer reception process and precautions 3 Reception application-determine reception level-contact reception unit-arrange reception staff-pick up the car at the airport (station)-arrange accommodation-visit marketing center-meet leaders-arrange catering.

1. Reception application: when the staff of the business department and a field department know that the customer is coming, they will inform the administrative office and ask to arrange customer reception. If you are on a business trip, you should call in time, and confirm the customer's contact information, the number of people accompanying you, and whether you need to take a bus to the airport or train station to pick you up;

2. Determine the reception level: according to the different levels of visitors, reception can be arranged according to the following standards.

(1) Ordinary personnel level: suitable personnel: business inspectors of dealers, technicians, designers of home improvement companies, middle managers of manufacturers, ordinary intentional dealers, etc.

Answer: The accommodation standard is according to the requirements of the other party's personnel, and the company will not bear the accommodation expenses;

B: Catering standards: the consumption of simple lunch should be controlled below 300 yuan, and the consumption of dinner should be controlled below 400 yuan;

C: reception of accompanying personnel: the company's grass-roots salesman and a regional manager;

D: Reception vehicle: four-wheel drive or taxi.

E: The above criteria are based on two customers. If there are more than two customers, 50 yuan/person standard will be added for catering.

(2) Senior personnel level: suitable personnel: engineering procurement, leaders of end-consumer enterprises, cooperative distributors, senior managers of manufacturers, heads of export companies, etc.

Answer: The accommodation standard is according to the requirements of the other party's personnel, and the company will not bear the accommodation expenses;

B: Catering standards: the consumption of simple lunch should be controlled below 500 yuan, and the consumption of dinner should be controlled below 500 yuan;

C: Receiving the entourage: a regional manager and a supervisor;

D: reception vehicles: four-wheel drive or commercial vehicles or taxis;

E: Emotional reception: For this kind of personnel, the company's senior cadres can arrange one or two home receptions, accompanied by receptionists, to increase mutual affection; (depending on the cooperation between the two parties)

F: Other reception items: the company arranges to take customers to the main local attractions for play or entertainment at night, and the cost is controlled below 700 yuan; When necessary, customers can give souvenirs when they leave. (depending on the cooperation between the two parties)

G: The above criteria are based on two customers. If there are more than two customers, the catering standard shall be calculated as extra 100 yuan per person. Entertainment plus 200 yuan/person standard calculation;

(3) Superclass personnel: suitable personnel: leaders of major distributors (including domestic sales and export), government personnel of major events, heads of relevant departments of local industries, invited leaders of manufacturers, invited leaders of companies and other special personnel.

Answer: The accommodation standard is a four-star hotel, and the room rate is controlled at 400-700 yuan/room, and the company bears all the expenses;

B: Catering standards: lunch is simple, and the consumption is controlled below 1000 yuan, and the consumption for dinner is controlled below 1000 yuan;

C: Receptionist: a regional manager, a site supervisor, general manager of marketing and shareholders;

D: reception vehicles: commercial vehicles or rented advanced vehicles;

F: Other reception items: the company arranges to take customers to the main local attractions for play or entertainment at night, and the cost is controlled below 1.200 yuan; When necessary, customers can give souvenirs when they leave. (depending on the cooperation between the two parties)

G: The above criteria are based on two customers. If there are more than two customers, the standard of 100 yuan/person shall be added. Entertainment plus 250 yuan/person standard calculation; 3. Contact the reception unit: According to the requirements of the reception application, the administrative staff should make relevant reception arrangements before the arrival of the customer, contact the customer in time, find out the specific number of visitors, whether they need to use the car, whether they have an appointment or other requirements, and implement them in time.

4. Arrange reception staff: The company arranges reception staff according to the needs of the work, and the personnel who undertake reception tasks must strictly follow the standards to implement the whole reception process. In general, the receptionist should not be changed at will before the visitors leave.

5. Airport (station) pick-up: After receiving the reception task, the receptionist must confirm the arrival time, arrival place, flight number (train number), name and characteristics of the visitor. The car should be used after confirming whether the company has a car. If you can't arrange a car, you should tell the customer how to take the bus, especially by plane. You can tell them to take the express train to Hongyun Station or take a taxi to the station and then take the express train to the airport.

After receiving the visitors, the receptionist helps to carry luggage and get on the bus, and arranges the order of accommodation and catering according to the time of the shift or the needs of the visitors.

6. Accommodation arrangement: After arriving at the accommodation place, the receptionist should take the initiative to help the tourists carry their luggage to the room, briefly explain the use of the facilities in the room, and leave their own contact number. According to whether the visitor is long-distance or short-distance, arrange the visitor to rest or go directly to the marketing center. And contact the Ministry of Internal Affairs in advance to arrange the reception of the marketing center.

7. Visit to the marketing center: The reception of the marketing center is mainly the reception of the exhibition hall, and office visits are generally not arranged. After the receptionist accompanied the visitors to the exhibition hall, the sales assistant of the exhibition hall must take the initiative to come forward and use polite language to arrange the visitors to sit down and serve tea. The main introduction work is carried out by the receptionist with the help of the exhibition hall.

(such as guiding, presenting relevant materials, creating atmosphere, etc.). The main highlights of the introduction work are: model, paving effect, exhibition hall layout, new product explanation, coordination of furniture and sound effects, main responsibilities of staff, corporate culture, corporate prospects and so on.

Detailed explanation is the key to whether local distributors can copy the marketing center well. Before introducing the company leaders, the reception staff can discuss the cooperation opinions with the visitors in advance and the main purpose of visiting the exhibition hall.

8. Meeting leaders: Before leading visitors to meet leaders, receptionists must communicate with company leaders to determine the meeting time and place, and then lead visitors to meet leaders. When meeting, the receptionist first introduces the work of both parties, and then roughly explains the main discussion items of the visitors. (Special note: When introducing company leaders, you should praise the leaders intentionally or unintentionally, so as to enhance your position and increase the advantages of negotiation. )

9. Catering arrangement: The administrative office and relevant departments will know that it will be carried out after the meeting. General reception needs business employees or employees of a field department to do it together. After setting the standards, they can arrange receptionists to accompany visitors to dinner and arrange drinks according to their habits. In the process of dining, the reception staff can appropriately set off the atmosphere and promote the emotional exchange between the two sides. Note: the receptionist should not drink too much and don't check out in front of the guests. )

10. Propose and collect cooperation matters: After the above reception steps, the emotional communication between the two parties has a foundation, and the receptionist can arrange for the two parties to transfer to the business negotiation stage. According to the actual situation of the company's work and the relevant standards of the department, put forward the contents of cooperation matters, consult the contents of cooperation matters put forward by visitors and make records.

1 1. Deal with and confirm the cooperation matters: the receptionist collects the opinions of both the company and the visitors according to the contents of the cooperation matters, handles and finally confirms the work, and submits it to both parties in writing after confirmation by both parties.

12. Leaders' Meeting: After the two sides reach an agreement on cooperation, the leaders of the two sides will generally hold a ceremony to congratulate each other, and the reception party will make relevant arrangements in due course.

13. airport (station) car delivery: when the tourists leave, they will be accompanied by the receptionist. Reception staff must remind visitors unless they take the initiative to remind them. If there are souvenirs given by the company, be sure to remind them or give them directly to the visitors. When delivering the car, you must wait for the guests to leave their sight before leaving.

14. Call back: The receptionist estimates the arrival time of the visitors according to the flight number (train number) that sent them away, calls the reception office in time, and understands the customers' opinions on the company's products and corporate image. Report to the company in time for improvement.

No matter what the purpose of visitors' visit is, reception work often directly affects customers' choice of our company. As long as our reception work is done well, it will leave a good image for visitors, thus increasing the industrial competitiveness of Maraz Company.