Steps to receive customers

The steps of receiving customers, when receiving customers, everyone will respect customers more. China has been a "land of etiquette" since ancient times, and people who are polite in everything can be respected and treated well all over the world. Let's take a look at the steps and related information of receiving customers.

Steps to receive customers 1 1. Determine the reception unit, time and place.

Second, determine the number of participants.

Receptionist's requirements: wear uniform and hang the factory label.

Fourth, the venue layout:

1, conference room brand, fruit quantity, tea quantity, paper towel quantity,

Number of manuals and pens (Administration Department)

2. Banner (Name) (Corporate Culture Department)

3. Projector, computer, microphone and power amplifier (it department)

4. Seating board (Administration Department)

5. Welcome speech by leaders (Administration Department)

Verb (abbreviation of verb) reception gift and number of copies: (applicable to reception department and purchasing department)

Reception and catering: hotel reservation, number of tables and expenses (Administration Department)

Seven. Reception car: (Administration Department)

1, drivers must wear work clothes and put up signs.

2. Determine the number of people and designate vehicles. carry

Eight, tea.

After the customer sits down, send tea in time and smile warmly. The tea should be divided into seven or eight cups.

Generally speaking, the water supply is controlled at 15-20 minutes, depending on the drinking progress of customers.

Nine, visit

The receptionist will guide the customers according to the tour route.

Ten, return visit.

Add tea according to the actual situation after sitting down.

XI。 have a meal

Before the guests leave, the receptionist will send gifts;

The driver stands by at the company gate 10 minutes in advance. When the customer arrives, he will open the car door for the customer and send the customer to the hotel for dinner.

The second step of receiving customers

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 understand products, they must hold talking tools, 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, eldest sister, the question of whether your family is going to install Chinese or European style will be accepted, which will help 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 produce a constant communication and a hint of confrontation with the industry of negotiation. The correct way is to sit down with the customer in the L 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 customers. Such invitations and exchanges will be 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.

The third step of receiving customers. 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.