Customer reception process and speech

Customer reception process and speech, service type industry and customer experience are very important. In many cases, the speech of sales will determine whether customers will come back next time. The following is to share the customer reception process and speech for everyone. Customer reception process and speech 1

Beauty consultant reception process 1. Welcome guests and guide the way

① Membership consultants wear tooling and light makeup every morning according to the morning and evening shifts of work, and punch in after gfd's standard. Five business cards are neatly placed in the work clothes pocket, and the top consultant sits in the first seat designated by the front desk with a smile and big eyes

When the welcome takes the guests into the gate, all the consultants.

② The top consultant immediately greeted the guests with a smile, held out his left/right hand (looking at the direction of the consultant or the designated meeting place) and said, "This way, please". Guidance method (right hand folded at 45 degrees from waist with five fingers palms up)

③ Take the guest to the consultant's room (guide the guest to two chairs facing away from the gate), and the consultant will quickly pull the chairs and ask the guest to sit down. The top consultant will introduce himself with a smile, hand in a business card and ask the guest's last name.

Reception process of beauty consultant II. Sit down and introduce yourself

Consultant: "Hello! I am a consultant of XXX beauty SPA club, and my name is XXX. May I have your name? "

Customer: "Your surname is Wang".

Reception process of beauty consultant III. Tea service (tea service can be assisted by the welcome guest or the first card, the second card and the beautician)

Consultant: "Miss Wang, we will provide all the drinks such as cold water, warm water and XX carefully prepared for members free of charge. Which one do you need?

Customer: "XX tea bar"

Consultant: "This is the XX tea you need, please enjoy it!" (See the photo standard at the top right of the guest who places the table lightly, with palms facing up at 45 degrees, indicating naturally.) (Sitting posture: At this time, the consultant sits down and leans forward slightly, keeping a 45-degree tilt with the guest, smiling, and folding his legs

When he is in light with the guest, he can sit in two-thirds of the chair, tuck in his abdomen and hold out his chest, look at the position between the eyebrows of the customer sincerely, and behave generously, warmly and courteously when he is in light. Put your hands on the table naturally, and your eyes show sincere and kind eyes. Don't wander. )

Reception process of beauty consultant IV. Asking the guest's source media

Consultant: "Miss Wang, is this your first visit to XXX beauty SPA today? Did you see an advertisement or was it introduced by a friend? (The consultant gets to know the customer's source, the daily maintenance of the customer and all the relevant nursing history in which club and register it in the new customer file registration card). Did you drive here or live near us? Are you in a hurry today?

Note: 1. Conduct consultation on the club's projects, and conduct guiding communication on life beauty, SPA, slimming, instruments and treatment;

2. Leave the guest's detailed address and telephone number on the new guest information card;

customer: "I was introduced by a friend. I came to consult about nursing."

reception process of beauty consultant v. understanding the needs of customers

customer: for example, do you mainly want to improve your face, body, SPA, etc. today, or ... (According to the specific situation, ask)

Reception process of beauty consultant VI. Introducing XXX beauty SPA club

Consultant: "Miss Wang, XXX beauty SPA club is the largest comprehensive club in XX city, with the most elegant environment and unique technology, which gathers international advanced high-tech beauty and body-building equipment, takes health as the leading factor, improves the sub-health of human body, and achieves health and beauty from the inside out, and is second to none in Yinchuan.

(The consultant takes out the center member's treatment book and briefly introduces the pictures). Among them, there are Shanghai Dongyantang beauty products, which make the skin perfect and beautiful through the combination of nourishing and curing. Charlotte from Germany and Qianmei from Britain are original brands, with SPA facilities and our unique technology.

Reception process of beauty consultants VII. Show the guests around

Consultant: "Miss Wang, I will show you around now. (See the standard for new visitors' visiting process)

Reception process of beauty consultant VIII. Return to the consultant's room to ask about the feelings and recommended projects after the visit

Consultant: "Miss Wang, I just showed you around the beauty club in Jin Beibei. How do you feel? What kind of projects are you interested in in in Jin Beibei? What kind of improvement do you need?

(lead the way back to the consultant room, ask the guests about their feelings and purpose after the visit, understand the guests' needs during the visit, and observe the guests' interests during the whole process, so as to make targeted recommendations. ) customer reception process and speech 2

consultation link

1. Welcome guests: When the customer walks in, the beautician receptionist should greet with a smile and his hands crossed on his abdomen. "Hello, welcome, the beauty is in Huacai, please come this way." .

2. Reception of the store manager: The store manager should look at the customers face to face or at a 45-angle and introduce himself with a smile. "Hello, I'm Rebecca, the store manager. Welcome. . . ？”

3. Manager: "Miss Yao, it's time for our store to celebrate the International Health and Beauty Culture Festival. Our store won the nomination for the beautiful angel TV contest. It's your first time here today. Let me show you around our environment and equipment first. Would you please experience the standard service for another 1.5 hours?

4. Change customer service: take the customer into the dressing room, put the customer's clothes in the locker and tell the customer, "Miss Yao, please change into the customer's clothes first, which is specially prepared for you and has been disinfected.

5. Introduce the beautician: After changing the customer service, the customer is led into the beauty room and introduced the beautician: "Miss Yao, this is a very excellent beautician in our store. Her name is Rose Shuirun, and she is very popular with old customers in the store. She will serve you today. You can directly contact me if you need anything during the service. I am the manager Wang Qin, remember? .

6. Instructions to beauticians: "Leave Miss Yao to you, and serve her well"

2. Nursing links: feel the standard requirements

Don't talk about any product problems (except those asked by customers themselves), just talk.

1. Serve tea:

Miss X Yao, please drink our special rose tea first. It has a very good effect of nourishing face and expelling toxin, especially before nursing. With our techniques and products, your skin will achieve better results.

2. Relax your head, shoulders and neck (before massage)

Miss Yao! Let me give you a head, shoulder and neck massage first, so that you can relax completely, and the nursing effect will be very good! Can keep your acupoint open, relieve muscle fatigue, and help your skin absorb nutrients better.

3. Cleansing:

Miss Yao! Now, I'll clean your skin. This is our grape seed essence facial cleanser. Its cleaning power is very good, because it is encapsulated by microcapsules, which can decompose impurities first and wrap it out without smudging the skin. At the same time, it contains silk, so there is no tension after cleansing. After cleansing, your skin is white, tender and smooth, which is the most suitable for your skin!

4. Conditioning:

Miss Yao! Now I'm going to make you a hydrating agent for the cuticle, Rose Vitality Dew. It can fully replenish the moisture in the cuticle, adjust the PH value of the skin, and activate the vitality of keratinocytes to absorb more nutrients. At the same time, rose essential oil extract is added here, which many guests apply all over their bodies, and it tastes particularly good when used as perfume. 5. Exfoliating:

Miss Yao! What I'm going to do for you now is exfoliation, because with the growth of age, the aging dead skin cells of our skin will attach to our skin, making our skin dull and dull, and the nutrients can't penetrate well. Therefore, we need to remove the aging keratin attached to the skin surface, so that our skin can absorb nutrients better.

6. Massage:

Miss Yao! I'm going to give you a massage now. Our massage products use the stock solution, that is, the essence for massage. They are pure plants, and they can be dissolved in water, with very strong penetration, which can make the skin completely absorb and do not need to be washed off. < P > At the same time, it is also a unique personalized regulation scheme, which is called one prescription per person per season. During the massage, you can completely relax your body and mind. Our method is called 28-day sailing to change your face in massage technique. It is designed by combining the concepts of Chinese and Western medicine.

First, it can adjust the sub-health of the body, second, it can promote the detoxification of lymph, and third, it can improve the direction of facial muscle texture. Sister, do you prefer to do nursing lightly or heavily? If you think my strength is not suitable, please tell me in time, so that I can adjust the severity of the technique to better serve you! Customer reception process and speech 3

sales speech 1, reception

Dear, I am very glad to serve you. What can I do for you?

Dear, this baby you like is in stock. Now there are activities all over the venue, and there will be activities on xx. Please have a look. (launch special event)

2. Is it available?

dear, this baby you like is in stock. You can rest assured to shoot it. Oh, O(_)O~

Dear, I'm very sorry that this baby is out of stock. You can have a look at this one. The quality of the two babies is very good, and the styles and prices are similar. . .

3. when will the goods be delivered?

dear, you can arrange the delivery for you within 42 hours after taking the picture.

4. What express delivery should I send?

Dear, the default is to send Yunda Express. Can you receive Yunda goods here? We can arrange for you to send EMS to places where the rhyme can't be reached. EMS is accessible all over the country, but EMS doesn't include postage. We need you to pay RMB 11 for the postage, and RMB 21 for the delivery with a favorable wind.

5. When will it arrive?

Dear, generally, the goods can arrive in about 3 days after the delivery of Yunda. After you receive the goods, you can check them carefully. If there are any quality problems, you can return them unconditionally within 7 days, and the postage is also borne by the outside. (the goods usually arrive within two days with the downwind, and the delivery time will be delayed in remote areas) (EMS usually arrives in 3-5 days, and the goods arrive in remote areas in about 7 days)

6. Can you make it cheaper?

Dear, I'm very sorry, our pricing is already the lowest selling price, so there is no way to make any further discount ~ ~

7. Quality problems

Dear, we are genuine products in the mall, and the quality is guaranteed, so you can take pictures here with complete confidence. . .

8. Conclusion

Dear, thank you very much for your patronage. We will arrange delivery for you at the first time. Please wait patiently for receiving the goods. If you have any questions, please contact our customer service in time to deal with them for you ~ ~ I wish you a happy shopping. You can add some expressions

9. Return the goods

Dear, you can return the goods unconditionally within 7 days. For quality problems, you can return the postage of the goods list. If it's a non-quality problem, you should bear the postage you returned and the postage we sent you to exchange goods. Please, please, please. I'm very sorry, but the postage is collected by the courier company. We just collect it, so we can't package it for you. There is a difference between the real thing and the picture. Dear, we. There is no special PS processing, but there may be a little difference between the real thing and the picture due to the influence of illumination during the color shooting, but please rest assured that the difference is definitely very small, basically the same.

12, what material?

Answer truthfully according to the baby's material, and explain the product features

13. Will it fade? Is cleaning convenient?

dear, it's very easy to clean. When you wash it for the first time, it will fade a little, just like we wash the dust off it, but it won't happen the second time. Oh, you can rest assured

And the color of the baby will not change after you wash it (explain according to different materials, and inform customers of the points that need attention in cleaning, such as duvets can only be dry-cleaned, etc.)

11.

Dear, we will give you a beautiful packaging box here! (If there are any other gifts-let me know ~ ~ ~)