Company reception management process

What are the processes of company reception management? Receiving and serving customers is the most basic work of every employee and everyone every day. It seems a natural and simple process, but not many people can really do it well. Below I will bring you the company reception management process, and welcome you to read it.

Company reception management process 1 Step 1: Greeting in the store.

The purpose of greeting is to let customers know that we welcome them, but greeting is not necessarily the beginning of shopping guide. At present, most pharmacies are stores with open shelves. The original intention of moving line design is to make customers more convenient to contact with goods. At the same time, we can lengthen the customer's moving line through the design of zoning, layout and display, and guide customers to walk more, contact more and buy more in the store.

If customers enter the store, we will ask, "Hello, can I help you?" If the customer answers "I have a cold and a little cough …", the clerk will usually say "Please follow me, the cold medicine is over here …" and then take the customer directly to the cold medicine shelf.

In fact, the above greeting method directly interrupts the shopping trip of customers, shortens the walking line of customers, and does not give customers more opportunities to shop, so naturally there is no more contact with goods, and ultimately more purchases cannot be made. Anxious customers don't need us to ask about their needs (such as diarrhea patients, fever patients, etc.) ), and we don't need to ask customers in a hurry.

You can say hello in this way when you are within 5 meters, but if you are 5 meters away, you can also nod and wave to customers.

Step 2: Customer contact

Many shop assistants will follow customers around the store after greeting, one is to wait for an opportunity to buy a guide, and the other is to prevent the lost goods from being lost.

Put yourself in others' shoes. When we go to a clothing store as customers to buy clothes, do we really like to have a shopping guide with us all the time? Customers are usually afraid of being promoted, so following will make customers feel defensive immediately, but it will create tension for subsequent product recommendations.

Some organizations have conducted research and statistics on customers' consumption behavior in clothing stores, and found that in ZARA, a store that allows customers to choose their own products without any interference, the customer's stay time and customer unit price far exceed those of a store with full guidance from the clerk. Leisure and free shopping atmosphere will make customers more relaxed, customers will be exposed to more goods and eventually consume more goods.

Therefore, the correct way is: after greeting customers, we can sort out the goods while observing and appear beside customers when they need it.

Usually, there are four situations where customers need our help:

1. When customers are pacing back and forth in front of a group of shelves ... maybe customers are looking for products, and we can walk there at this time. "Hello, can I help you?" Then help customers find goods;

2. When a customer picks up or puts down a product in front of a group of shelves and then looks at another product ... Maybe the customer is comparing products, and we can go forward and say, "Hello, can I help you?" Then provide customers with selection suggestions;

3. When the customer stands motionless in front of a certain shelf, such as watching melatonin and gold partner, it may be that the customer is completely ignorant of the product and confused ... At this time, we can ask "Hello, are you going to give it away or use it for yourself?" Then introduce the products to customers;

4. When a customer looks at a group of shelves for a long time and then suddenly looks up, maybe the customer needs to ask the clerk some questions, then we can go over and say, "Hello, can I help you?" Answer questions for customers and explain products.

Step 3: Product Shopping Guide

When customers take the initiative to buy a certain product (usually the products that customers take the initiative to buy are either clinical promotion or advertising, and the gross profit is usually low), the clerk will guide customers to buy the high-margin products that we mainly promote by asking questions. This kind of shopping guide seems to increase the unit price or gross profit of customers, but intercepting customers' targeted goods will directly affect customers' satisfaction. The unit price and gross profit of many stores are getting higher and higher, but the passenger flow has not increased, which is probably the reason.

Therefore, the correct way is: when a customer buys a product by name, we should first guide the customer to the product display area, then let the customer notice the product we want to recommend through the use of comparative display, and then let the customer feel that the effect of these products is the same through the use of identification cards, but it is more affordable because of the different prices or specifications, so that the customer can be interested in these products and the clerk can guide the customer to make a purchase decision.

The shopping guide mentioned above is soft guidance, which is completely different from the previous hard interception. It can not only achieve the purpose of recommending products, but also not affect customer satisfaction. If the customer is consulting to buy, for example, the customer has severe diarrhea and asks us what medicine to take, the clerk should first understand the specific cause and then provide the customer with a standardized medication plan.

Step 4: medication guidance

After providing products to customers, many shop assistants often ignore the link of drug guidance and directly carry out related sales, which will make customers feel that we are too utilitarian and the success rate will be low.

The correct way should be: after purchasing each product for customers, we need to give detailed medication guidance, tell customers the usage, dosage and precautions, and then provide customers with some simple life suggestions and health entrustment, so that customers will trust us because of the professional performance of the clerk. In this state, we will find other needs of customers through open and closed questions, so as to launch related sales.

Step 5: Affiliate Sales

If a customer comes to the store to buy medicine because of severe diarrhea, the clerk should first judge the nature and cause of diarrhea according to the standard inquiry procedure of common diseases. If it is found that it is caused by bacterial infection, he can provide customers with shopping guides according to the standardized template of common diseases combined with drugs. First, norfloxacin is recommended to treat bacterial infection, then montmorillonite powder is recommended to relieve diarrhea symptoms, then probiotic products are recommended to rebuild intestinal flora balance, and finally vitamins and minerals are recommended to adjust electrolyte balance to solve the problem of diarrhea dehydration. Providing customers with a complete medication plan around their needs can not only ensure the curative effect, but also better solve problems for customers, and obtain better customer unit price and gross profit on the premise of ensuring customer satisfaction.

Step 6: Prompt the current promotion.

Or take the previous customer guide with diarrhea as an example. When the related sales are completed, the customer unit price may have arrived in 85 yuan. At this time, it is necessary to remind customers of the current promotion activities. If there are gifts, remind customers of this discount and encourage them to buy some products with higher impact than 85 yuan's next gifts. In this case, gifts can really improve the unit price of customers, otherwise customers will only know that there are activities to buy gifts when they pay the money, and these gifts will become subsidies, completely losing the significance of promotion.

Step 7: Invite Members

After completing the previous steps, we need to ask customers if they have our membership card before the cashier checks out. If they have already done so, we need to remind customers of their membership rights, and then invite customers to scan the QR code to join our WeChat members. Instead, we need to use standard membership procedures to explain the rights and interests of our customers and invite them to fill out the application form comprehensively. The complete collection of member information is the premise of establishing a valuable member database. After completing the membership card, customers are also invited to scan the QR code to join WeChat members.

Traditional members fill in the membership card application form is the process of collecting customer information and establishing a database, while letting customers join WeChat members is to establish an efficient interactive communication channel with customers. The membership card should be handled by the clerk who receives customers and provides them with shopping guides. You are not allowed to go to the cashier, which will reduce the efficiency of the cashier or miss the opportunity to apply for a membership card because the cashier is busy

Step 8: Check out at the cashier.

The cashier is the functional area that has the most contact with customers, and the checkout of the cashier is also the most frequent part of adding single machines. Therefore, we need to make careful arrangements near the cashier-arrange related products on the left hand side of the cashier, such as mouthwash, Vc effervescent tablets, children's medicine feeders and so on. According to the products that customers have purchased, it is easier to successfully recommend related products to customers by knowing their existing needs.

We need to develop the cashier's standard display template, and design relevant sales collocation and speech for the cashier's goods. For example, when mouthwash is associated with toothache treatment drugs, it is emphasized that it helps to relieve toothache; When it comes to drugs for treating oral ulcers, it is emphasized that they can disinfect ulcer wounds; When combined with drugs for constipation, emphasis can eliminate oral odor. Convenience goods and seasonal goods should be placed on the customer's right hand side. After shopping related goods on the left hand side, the cashier should also remind customers to see if there is demand for convenience goods and seasonal goods on the right hand side.

If the cashier's skill in commodity selection, layout and adding orders is mature, the success rate of adding orders can reach more than 25%, and the average price of adding orders is usually above 16 yuan, which can bring huge benefits to stores and the whole chain enterprises.

After adding the bill, you should give the shopping bag to the customer with both hands during the cashier operation, and then give the receipt to the customer separately and prompt to check the goods and amount to ensure the accuracy of the cashier work and avoid disputes.

Step 9: Ask customers to recommend customers.

After the cashier, we can also ask customers to recommend relatives and friends. We can use the following standard expressions: "I believe you also hope that your relatives and friends can enjoy the same quality service and preferential rights as you. If you like, please leave the names and telephone numbers of two relatives and friends, and we will send them 10 yuan cash coupons to invite them to become our members. At the same time, in order to thank you for your trust and support, we will also recharge 65438+ in your member account.

After we get the number of relatives and friends left by our customers, we can send short messages directly to the target customers in the store and invite them to join the membership. Developing new members through the recommendation of customers' relatives and friends has a higher probability of success and better quality of members.

Step 10: Promotion Notice

If the theme of our recent promotion has been released, we can inform our customers of the theme, time and general preferential items in advance at this time, invite them to participate at that time, and give them a reason to come again next time.

Step 11: See the guests off.

After completing all the above procedures, when the customer is ready to leave, it should be delivered to the door by the clerk who has been providing reception service for the customer before. "Thank you, please walk slowly!" After seeing the guests off.

Greeting when entering the store-customer contact-product shopping guide-medication guidance-related sales-prompt the current promotion-invite members-check out at the cashier-ask customers to recommend customers-promotion notice-send customers away.

The above eleven standard processes are the basis of a pleasant shopping experience, which can not only ensure customer satisfaction, help customers solve problems, but also enable us to get better profits (among them, three links, namely, related sales, prompting the current promotion and adding bills at the cashier, are specially used to improve customers' unit price and gross profit). Standardized customer reception and service processes can really help us find a win-win perspective with our customers.

Important projects that can significantly improve the company's performance are mostly top-level projects, which need to be promoted from top to bottom to be easy to succeed. Standardized customer reception and service process is a very important basic work, but because it is very basic, everyone does it every day, so store employees may have developed an inherent sales habit. This habit cannot be changed overnight. It needs our constant training, drills, reviews and comments, and it needs time to improve step by step. It also requires the consistency of top-down decision-making, control, management and execution.

Company reception management process 2 i. General rules

(1) This system is specially formulated to make the reception work of the company have rules to follow.

(2) This system is applicable to the reception work at the company base. The reception work of overseas institutions and headquarters shall be stipulated separately.

(three) the administrative office is responsible for the interpretation of this system.

Second, the classification of reception services

A: VIP reception. Refers to the reception of company leaders, important customers, foreign guests, visiting groups or local government departments.

Class b: business reception. Refers to the reception of marketing customers.

Class C: Ordinary reception. Refers to the reception of ordinary visitors.

Third, the management of reception places.

(1) There are three reception places in the company base: cultural park for VIP reception, business room for business reception and leisure room for general reception.

(2) Except for the general manager's outdoor room, no other place shall be used as a reception place, and the reception must be held in a designated place.

Fourth, the division of reception responsibilities

(1) Reception work is a window work of the company, which is of great significance for shaping the good image of the enterprise and realizing the marketing strategic goal of "selling the enterprise first and then selling the products". All relevant departments and personnel must attach great importance to and standardize their own behavior.

(2) The reception contents include: welcoming guests, inviting seats, receiving negotiations, introducing tours and receiving services. The division of labor is as follows:

1. reception center: provide a good environment for general reception and spare parts preparation, and assist VIP rooms and business rooms to carry out "general" cleaning work on a regular basis.

2. Guard on duty: provide safety and visitors' introduction.

3. Front desk clerk: provide information and communication support, dispatch control and visitor records, and arrange accommodation for visitors.

4. Handling department: responsible for reception and negotiation, and accompanying them all the way.

5. Secretary: Manage VIP room and business room, be responsible for reception service, accompany negotiation and visit introduction.

(three) the director of the office is responsible for the reception work.

Verb (abbreviation of verb) receiving mode

Vip reception:

The secretary greeted the guests to take their seats in the cultural park, and the company leaders accompanied them to receive them in the form of coffee, cold drinks, hot tea, cigarettes and fruits. If meals are needed, they will be accompanied by company leaders or designated personnel to arrange meals in the company or hotel, and if necessary, arrange meals in hotels in Beijing.

(2) Business reception:

Accompanied by the secretary, the organizer of the marketing department greeted the customers in the business room for negotiation and provided them with rock tea, drinks and sweets. In principle, arrange a working meal, accompanied by secretarial service and marketing manager. If you need to arrange dining out, you should be accompanied by the marketing minister or designated personnel.

(3) Ordinary reception:

The business department receives services, ordinary cigarettes and boiled water, and the designated personnel of the department accompany the restaurant to eat.

Eight. Receiving rule

(1) General reception procedures

The doorman is on duty to find out the reason, then guide the route and inform the front desk.

The service desk staff politely asked and offered his seat in the lounge, and informed the reception department and service personnel.

The reception manager invited the guests to a special reception room.

Reception and negotiation, accommodation is arranged by the front desk.

Relevant personnel politely saw the guests off.

(2) The main points of reception etiquette

1. The receptionist must strictly abide by the relevant regulations of the company and must not have any cross-border behavior.

2, the front desk clerk in the reception, must pay close attention to the reception dynamics, do a good job of control and command, to ensure the standard.

3. During the reception, if the visitor puts forward the processing restriction, he must explain it politely.

(3) Preparation of reception supplies

1. General spare parts: cigarettes and accessories, water and utensils, magazines, notes and pencils, etc.

2. Special spare parts: instant coffee, summer cold drinks, tea and special tea sets, fruits, etc. In the cultural park; Business room summer drinks and candy.

3. Spare parts procurement: According to the material management system, the secretary is responsible for the procurement.

(4) Environmental standards

1, the goods are placed neatly and the surface is dust-free;

2, the ground is clean and free of dirt, and the air circulation is fresh;

3, the room temperature is moderate, the lighting is suitable, and the TV is adjusted;

4. Complete spare parts.

(5) Visiting regulations

1, decided to report to the director of the office for approval.

2. The secretary is the main visitor, and the reception department cooperates.

3, without the approval of the chief attendant on duty, shall not enter the computer room to visit and shoot the production site.

4. When visiting, in principle, the introducer comes first and the reception manager comes last.

5, visit everywhere, homework personnel must concentrate on doing things, not look around, not talking to visitors. Give a polite signal if necessary.

Company reception management process 3 management:

The Ministry of Commerce is the centralized management department of the company's reception work, responsible for the arrangement and management of reception work, drawing up reception plans for important guests, coordinating relevant departments to implement reception tasks and providing logistical support; After receiving an important visit appointment, all departments of the company can report to the Ministry of Commerce and assist in drawing up the reception plan. For important receptions that need to be coordinated by company leaders and the Ministry of Commerce, the Ministry of Commerce shall be notified two days in advance.

Planning and preparation:

1. When the Ministry of Commerce receives the notice from the company leaders or the relevant departments to make an appointment for a visit, it should know the basic information of the guests, such as the position, the specific visit time, the number of people, the date of stay in the local area, the purpose and requirements. On this basis, draw up the reception plan, schedule and arrange reception standards as appropriate.

2. The Ministry of Commerce shall notify the leaders and accompanying personnel of the meeting as planned according to the situation of the guests, and confirm the time and place of the meeting.

3. According to the situation of the guests, the Ministry of Commerce will book hotels for entertaining guests in advance according to the reception standards, and arrange drinks, cigarettes and dining standards as appropriate; If you need to check in, you should make an appointment for the guests to stay in the hotel according to the reception standard in advance.

The Ministry of Commerce plans to arrange hotels, sightseeing routes, shopping malls and entertainment projects for guests according to the situation.

5. Due to the needs of the meeting, the Ministry of Commerce must prepare and arrange flowers, fruits, rock tea, audio equipment, projection equipment, leaders' seats, banners, welcome cards and signs, arrange etiquette personnel and arrange on-site photography.

6. The Ministry of Commerce arranges the vehicles needed for reception according to the situation, so as to ensure that the vehicles are clean and have good safety performance. The pick-up and drop-off personnel are responsible for coordinating and dispatching the reception personnel of the Ministry of Commerce.

7. If necessary, the Ministry of Commerce shall purchase air tickets and plane tickets for customers in advance according to the situation.

Acceptance criteria:

First-class reception standard:

convoy

General Manager, Deputy General Manager and Manager of the Ministry of Commerce

1. greetings: the general manager, the deputy general manager and the manager of the Ministry of commerce meet at the airport, the station and the company gate. Pay attention to the waiting time and wait at the meeting place in advance. When receptionists introduce guests, they should pay attention to the order. The formal practice is to introduce the host first, and then introduce the guests; Introduce those with low positions first, and then introduce those with high positions; Introduce men first, then introduce women; Introduce the younger generation first, and then introduce the elders; Introduce individuals first, and then introduce groups. When receiving foreign guests, if there is more than one guest and host, the host party should be introduced first, and then the guest party. However, when introducing people from all sides, we should usually be condescending and humble according to the position. When visiting, the host first extended his hand to welcome him. When leaving, the host first reached out and then shook hands. The strength of shaking hands is limited to not hurting each other's hands. When we meet for the first time, the time is generally controlled within 3 seconds. When introducing, introduce the low-ranking party to the high-ranking party. )

2. Visit: The manager of the Ministry of Commerce, accompanied by the general manager, deputy general manager and the manager of the Ministry of Commerce, introduced the basic situation of Jinan along the way, and introduced the relevant information of the plot in detail after arriving at the project site.

3. Discussion: Company personnel ensure that the company's environment, indoor and bathroom are clean, the room temperature is moderate, and the light is suitable. The company profile or related materials, paper and pens, tea cups, fruits and cigarettes are placed in the reception room. Make leadership seats, banners, welcome cards and signs as needed, and debug audio equipment, projection equipment and camera equipment.

4. Dining standard: The Ministry of Commerce will book hotels according to the situation:

5. Hotel standards: The Ministry of Commerce will book hotels according to the situation:

6. The Ministry of Commerce plans the tour route in advance according to the situation, the wishes and interests of the guests.

7. The Ministry of Commerce will purchase courtesy gifts as appropriate.

Secondary standard:

convoy

Deputy General Manager, Manager of the Ministry of Commerce, and Manager of relevant departments

1. Welcome: The staff of the Ministry of Commerce will meet at the company's resident gate to guide the guests.

2. Visit: The manager of the Ministry of Commerce, accompanied by the deputy general manager, the manager of the Ministry of Commerce and the managers of relevant departments, will introduce the basic situation of the city and the relevant information of the plot in detail after arriving at the project site.

3. Discussion: Company personnel ensure that the company's environment, indoor and bathroom are clean, the room temperature is moderate, and the light is suitable. The company profile or related materials, paper and pens, tea cups, fruits and cigarettes are placed in the reception room.

4. Dining standard: The Ministry of Commerce will book hotels according to the situation:

5. Hotel standards: The Ministry of Commerce will book hotels according to the situation:

6. The Ministry of Commerce will purchase courtesy gifts as appropriate.

Three-level standard:

Accompanying personnel:

Managers and personnel of relevant departments.

1. Visit: The relevant personnel, accompanied by the managers and personnel of relevant departments, introduced the basic situation of Jinan along the way, and introduced the relevant information of the plot in detail after arriving at the project site.

2. Discussion: Company personnel ensure the cleanliness of the company's environment, rooms and bathrooms, and put the company's resume or related materials, paper and pens and teacups in the reception room.

3. Dining standard: The Ministry of Commerce will book hotels according to the situation.

Reception etiquette:

1, Instrument: clean face, well dressed.

2, manners: steady and dignified, calm and generous.

3. Speech: gentle tone, polite and elegant.

4. Attitude: sincere and enthusiastic, neither humble nor supercilious.

5. Welcome: Pay attention to the waiting time, wait at the company gate or the station airport in advance, and pay attention to the order when the receptionist introduces the guests.

6. When accepting a business card: accept it respectfully with both hands, read it silently, and put it in your pocket solemnly.

7. When crossing the corridor: generally walk in front of the guest's right side, turn around from time to time on the left side, cooperate with the guest's footsteps, extend your right hand at the corner and say "this way, please".

8. When entering the elevator: tell the guests which floor to go to, and let the guests go in first.

9. When discussing: After the guests are seated, serve tea with both hands, first the guests, then the host, first the leader, then the colleagues.

10. When seeing a guest off: the specifications depend on the identity. If you send them to the door of the company or the car, wave the guests to leave before they leave.

Information feedback:

The receptionist should write important visiting information in time, collect and sort out the information obtained from communication with the visitors, and extract the valuable information for the company and hand it over to the department leaders.

(1) Seating arrangement for the conference podium

1, the rostrum must be seated and put on the name tag, so that leading comrades can sit in the right position and avoid mutual humility after taking office.

The seats on the rostrum are all arranged. When the leader is singular, the main leader is in the middle, No.2 leader is in the left hand position of No.65438 +0 leader, and No.3 leader is in the right hand position of No.65438 +0 leader; When the number of leaders is even, 1 leader and No.2 leader are both in the middle, No.2 leader is still in the left hand position of 1 leader, and No.3 leader is still in the right hand position of 1 leader.

3. The leaders of several organs took to the rostrum at the same time, usually in the order of organs. You can master it flexibly, but you can't copy it mechanically. For example, some venerable veteran comrades can rank at the top, while some younger leading comrades can rank at the bottom. In addition, the guests invited by the superior unit or the brother unit do not have to be ranked by position. As a general principle, guests from a higher-level unit or the same unit whose actual position is slightly lower than the leader of the host can be arranged to sit in an appropriate position on the rostrum. This not only shows respect for the guests, but also makes the host and guests feel more decent. Whether the leading comrades on the rostrum can attend the meeting at that time must be implemented one by one before the meeting. After the leading comrades arrive at the meeting place, they should arrange to wait in the lounge, then check them one by one and tell them where to sit after taking the stage. If there are many people on the podium, you should also prepare a seat map. If there is any temporary change, the seat and the name tag should be adjusted in time to prevent the name tag error or leadership vacancy on the rostrum. Also pay attention to fill in the name label carefully and beware of typos.

(2) Arrangement of banquet seats

When entertaining guests, the main escort is usually in the position facing the door, and the auxiliary escort is opposite to the main escort. 1 Guest No.2 accompanies his left hand, Guest No.3 accompanies his right hand, and Guest No.4 accompanies his left hand. Everything else is free. The position of the above-mentioned host is mastered according to the ordinary banquet. If there are special factors at the scene, it should be decided according to the situation.

(3) Seating arrangements for the ceremony

The host is on the left and the guest is on the right. The others on both sides are generally equal, in the order of subject and object.

(4) Seating arrangement of the bus

The car seat 1 is at the right rear of the driver, the No.2 seat is directly behind the driver, and the No.3 seat is next to the driver. If there are three people in the back row, seat 3 is in the middle of the back row. The main seat of the sedan chair is in the first row behind the driver, and the seat 1 is near the window.