How to receive guests

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

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, sit anywhere" should always be on your lips.

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

Taking action from the language first will always bring you and your guests closer in the first time, and the reception will be particularly relaxed and happy. They won't be embarrassed or restrained 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 a 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 the right topic to introduce to different guests, try to make your language appear gentle and patient. Don't feel that receiving these guests is a very troublesome thing, which will lead to silence.

Be a patient listener when the guests are talking. If others are 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 guests, you should put yourself in the guest's shoes and think about the problem from multiple 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 be sent to the door when they leave, or 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, warm greetings, 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 too homogeneous. Therefore, you might as well add a word about the biggest feature of the brand after saying a general welcome sentence with a smile. Take the clothing store as an example, we 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 eager to talk, but observe the types of customers first. Some customers are active, just looking for a specific product. If you don't tell, they will ask you. And some customers are passive and may just wander aimlessly. It is more convenient to take the corresponding word after distinguishing the customer type.

Step 3 ask about preferences

If you introduce products immediately, it is easy to lose customers' appetite, so you might as well ask each other what kind of products they like first, one for more accurate recommendation, and the other for closer distance.

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, which is very utilitarian.

Try to show the 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, increase their stay time and increase the possibility of becoming a single order.

6. Try talking to customers at home.

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

How to receive guests 3. First, the definition of etiquette.

Ceremony-courtesy; Instrument-demeanor, appearance, instrument. Specifically, it refers to the code of conduct and norms that people should abide by together in social communication activities. Dignified appearance and generous behavior are the basic requirements.

Mainly manifested in:

Politeness-the minimum morality that social residents follow together in order to maintain normal life order.

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

Ritual-a standardized activity carried out in accordance with special procedures on specific occasions.

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

Warm hospitality-do a good job in guiding the way, opening and closing doors, introducing people, giving up seats, serving tea, hanging clothes, delivering books and newspapers, etc.

Second, the specific action essentials:

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

2, opening and closing 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 it 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, blocking the door (blocking the door by hand or body sideways, leaving the entrance)

D, come in (sign in politely with words and gestures at the same time)

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-lead to the upper seat (a seat far from the door or a seat on the right in the same row).

5. Serve tea-if possible, ask your wishes, wash your hands and tea sets, and try to send tea lightly in 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 of thanks and farewell.

Action-thoughtful service (taking things, wearing hats, helping to lift heavy objects, etc.). ); Polite body communication (appropriate response); A warm farewell (handshake, words, wave, etc.). )

See-off routine: the lower floor is sent to the gate; High-rise to the 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, shoulders have a set of sinking force, then, chest out and abdomen, waist up and hips up, hands hanging down naturally, legs straight and tight, leaving no gap between legs, and finally, feet parallel to the ground, the center of gravity does not swing left and right, always fall on.

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

B, the unarmed stance in front and the unarmed stance in the back.

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, look at the position first and 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 tight, her calves are separated, and her feet are in a line. Men can separate them or they can separate them.

9, walking posture-you can't nod when walking, your chest is sunken, and you look listless. The most valuable thing is to hold your head high and show your confidence.

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. The so-called image design here refers to the proper modification and selection of one's own instruments, clothes and ornaments. 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 partner understand your good intentions and your respect for him.

Secretarial staff engaged in office work learn to dress up their image in various occasions, not only for personal image, but also for maintaining the overall image of the company. Hairstyle should be smooth and concise, and pay attention to hair care. Dandruff on the collar and head is unsightly, so you should keep a good habit of caring for your hair. Women's makeup should be based on soft and elegant light makeup, avoiding 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. Wear a suit or shirt skirt during office hours. It is worth noting that although the color of clothes can be a bit eye-popping, you can't pile all the colors on yourself and dress up as a palette, as rich as a Christmas tree and lower your taste.

Fourth, other details.

1, the posture of making a phone call

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 important things. Try to stand and answer the phone. Even if you are sitting, you should straighten your upper body, which will help improve your tone, concentrate and show your elegance and charm. When talking on the phone, if you are impolite, you should also stabilize your mood, stay calm and be polite to others.

2. Pay attention to the details of communication

A smile is your best weapon. Smiling can get the other person's favor directly 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 that new colleague. He is always very kind and kind. I won't blame her for making a little mistake. " When dealing with people, you must pay attention to smiling, whether it is a colleague you are already familiar with or a strange colleague you haven't met several times.

Look at each other when you talk 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 greet people actively. Don't avoid meeting colleagues in the elevator or bathroom. Try talking to them first.

3. Greeting etiquette

When guests visit, you should take the initiative to get up from your seat, take them to the reception room or public reception area, and provide them with drinks. If you are talking in your own seat, be careful not to speak too loudly, so as not to affect colleagues around you. Remember, always smile.

4. Business card etiquette

When handing a business card, hold 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 the other person next, don't put away your business card. You should put it on the table and 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

A pleasant handshake is firm and powerful, which can show your confidence and enthusiasm, but it can't be too hard or 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 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 are special reception etiquette in the secretary's reception requirements, such as "being warm and friendly to visitors who have made an appointment or have not made an appointment, receiving and sending things without losing etiquette, and being able to see them off politely according to etiquette norms".

However, this is only the most basic requirement of a secretary's 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 interfere with their work, and try to be as quiet as possible when making up.

2. For visitors, get up and shake hands, and for superiors, elders and customers, get up and say hello. If you can't receive visitors for the time being, you should arrange assistants or related personnel to receive 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.

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

4. The receptionist should have correct guiding methods and postures to guide the guests to their destination.

A corridor guidance method: the receptionist should coordinate the steps before the guests take two or three steps to let them go in.

B. Guidance method in stairs: When guiding 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 they arrive, the receptionist presses the "On" button to let the guests get out of the elevator first.

D. Living room guidance method: When the guest enters the living room, the receptionist signals with her hand and asks the guest to sit down. After seeing the guests sit down, you can nod and leave. If the guest takes the wrong seat, please ask the guest to change (usually the next seat is on the side near the door).

5. Listen carefully to the tourists. Don't make a hasty statement about the views and opinions of visitors.

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

7. When receiving visitors, if there is a phone call or a new visitor, you should try to get an assistant or someone else to receive 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.