Company visitors reception process and standards
Company visitors reception process and standards, customers for the company is very important, when the company has an important customer to visit, the need to use the highest specifications to receive customers, reception of customers is very important, the following share the company's visitors reception process and standards.
The company visited the guests reception process and standards 1
First, to establish a good impression is the first step - welcome
In the shopping guide and customer interaction, the first impression is very important, no one has to shape the first impression of the second chance. And a good first impression, usually established in the welcome.
Customers to the store entrance 6 meters away from the spoken word must be shouted: "Hello, XXX Jewelry Welcome", other employees to see the customer must smile and greet "Hello". Customers into the store to address the guests with the appropriate tone. Be civilized and polite, warm and generous.
Second, open the topic is the second step - ice-breaking
Accurately determine the type of customer: learn to talk to customers, quickly open the topic.
Through careful observation of the customer, start by praising the customer, start from the weather, start from the beautiful, start from the praise of the child 。。。。
Three, deepen understanding is the third part - the need to discern
Do you know our XXX brand before?
What is the most important thing to know about the XXX brand?
Through direct or indirect information to understand the customer's style, product preferences, price and so on.
Direct understanding: style, user, age, etc.
Indirect understanding: budget, purchasing power.
Fourth, to attract customers is the fourth step - value shaping
In response to customer communication to determine the customer's target product, focus on detailed introduction to the customer's attraction, cause the point of attraction, the brand, quality, style, etc., explaining the colorful
Fifth, the use of sales tools is the fifth step - customer testimonials
Qualification certificates, customer testimonials, brand strength, on-site test props, customer praise information, customers wearing pictures at home.
Six, stimulate the transaction is the sixth step - sales forced single
In the customer is more satisfied with the product, price, style, size and so on are talked about, the need for customers to put forward a single request, digging into the deep customer comparison of the deeper requirements and concerns, the scene to help customers Solve the doubts. Each customer must take the initiative to put forward a single request.
Seven, leaving customer information is the seventh step - send guests
Customers leaving the store must choose to ask customers to do service registration records, customer details registered in the "store customer registration book", you can service as a reason, or gifts as a reason, leaving customer
The customer can leave the customer's information by the reason of service or gift.
When customers leave the store, shoppers should be personally and enthusiastically sent to the door, to do pre-sent to stay, so that customers feel the importance of her and enthusiasm. Shopping customers must be reminded to pay attention to and communicate with the time schedule.
Eight, so that customers remember that you are the eighth step - sent away from the store text message
In sales, each communication with customers to achieve a purpose, either to close the deal, or to establish the next communication opportunity. When we send customers away, remember to send a departure text message within 5 minutes of the customer leaving the store to maintain the relationship with the customer and lay the foundation for the next communication. Here to share with you two basic small templates:
Purchased customers: Mr. Hello, I am XX brand Wang, thank you very much for choosing the XXX brand, as well as my recognition and support, you in the product, if you need to please contact me in a timely manner, very happy to be of service to you, blessing all the best, happy as you wish!
Unpurchased customers: Ms. Hello, I am very happy that today you visit the XXX brand store, although today did not finalize your product, but we will be based on your needs and requirements again to match you with better goods for you to choose, we contact you in a timely manner, and look forward to your next visit!
The company's visiting guests reception process and standards 2
Important customer reception process program
I. Determine the reception unit, time, location
II. Determine the participants, the number of people
Third, the reception of the requirements of the staff: Uniformly wear work clothes and hang the label.
Fourth, the venue layout:
1, conference room signage, the number of fruits, the number of tea, the number of paper towels,
The number of copies of the brochure, the number of pens (Administration Department)
2, banner (name) (Department of Corporate Culture)
3, projector, computer, Microphone, amplifier (it department)
4, seating cards (Administration Department)
5, led welcome speech (Administration Department)
V. Reception gifts and the number of copies: (apply for the reception of the department and the Ministry of Purchasing)
VI. Reception meals: booking the hotel, the number of tables, the cost of (Administration Department)
VII, reception car: (Administration Department)
1, the driver must be wearing overalls, hanging the license plate.
2. Determine the number of people, designated vehicles. Arrive at the pick-up point 15 minutes in advance.
Eight, on the tea
Customers sit down in a timely manner to send tea, smile and enthusiasm, tea to the cup of seven or eight appropriate.
Midway renewal of water is generally controlled in 15-20 minutes or so, depending on the specific circumstances of the customer to drink water progress is appropriate.
Nine, visit
By the receptionist to lead the customer in accordance with the visit route to visit.
Ten, visit back
Add tea after seating depending on the actual situation.
Ten, dining
Before the guests left, the reception staff will send gifts;
Drivers 10 minutes in advance in front of the company to standby, the customer arrives, take the initiative to open the door for the customer, and transport the customer to the hotel to eat.
Company reception management system
First, the purpose
In order to strengthen the management of the company's external reception work, to promote the standardization of the external reception work in the spirit of "warm and courteous, The principle of "courteous, considerate service, frugal and effective", the development of this system.
Second, the scope
This system applies to the company, the project department of a variety of external reception work, excluding the company's internal dinner, field work meal expenses.
Third, the relevant definitions
1, guest classification
(1) government, administrative units of the leadership and management personnel; (2) the company's customers related to personnel; (3) the business class related to personnel
2, the hospitality costs include: hospitality to the client's Accommodation; food and beverage; tourism; entertainment; tobacco and alcohol; gifts, and so on.
Fourth, the reception standards
1. Government, administrative units of the leadership and management of the relevant reception standards
"Guest level division and the corresponding reception table"
2.
"Guest level and the corresponding reception table"
3. Business-related reception standards
"Guest level and the corresponding reception table"
"reception standards level table"
1, the level of the guest In principle, the division refers to the position of the guest, if there is a need to raise the level of reception, it should be applied to the general manager beforehand. Need to raise the level of reception mainly contains: on behalf of a higher level of leadership to attend the `; events related to major, need to raise the level of reception can be resolved.
2, the general manager's friends and relatives, the general manager to specify the level of reception.
V. Reception procedures
1, the reception of guests by the corresponding person in charge of filling out the "hospitality expenses application form" to notify the office in advance, beforehand, do eat, live, travel, expenses and accompanying personnel program.
2, guests (government and customer) program approved by the general manager. Sudden and urgent need for reception, should call beforehand to indicate the appropriate leadership.
3, the person in charge of the reception is responsible for the implementation of the budget and the implementation of the program, guests have to meet with the leadership of the company's wishes, must be communicated to arrange for both sides to talk about the time and place.
Six, reception rules matters
1, A-class guests arrive at the airport (station), need to arrange for vehicles and meet the staff to meet, need to be arranged in advance of the VIP lounge.
2, the reception staff need to prepare the relevant items in the guest room.
3, eating, living and traveling beforehand should be informed of the guests' hobbies, taboos, within the cost control, as far as possible to meet the reasonable needs of guests. For illegal, unreasonable demand must be politely rejected.
4, the person in charge of the reception standards, the number of people and days to apply for cigarettes, alcohol, applications approved by the general manager in the office to receive the remaining cigarettes after the end of the reception, alcohol must be returned to the office to save for the next time.
5, the degree of reception work focus on legal, reasonable, moderate, reception staff dress, speech and demeanor focus on dignity, etiquette. Drinking is not driving, driving is not drinking".
6, guests before the return trip, to understand their preferences for its preparation of the appropriate amount of specialties, gifts, and properly arranged for personnel to send aircraft (station).
7, after each reception, must summarize the trip, the cost and the results achieved. There are special hobbies, interests and characteristics of the guests need to be recorded in detail, so that after the reception for reference.
Seven, cost control and reimbursement
1, the reception of the cost of expenditure and the company's business purposes and requirements to be consistent with the cost savings, and strive to achieve results, give full consideration to and recognize the purpose of each reception, reasonable reception.
2, the cost of expenditure in principle shall not exceed the appropriate level, if it is necessary to overspend, must be submitted to the general manager for approval beforehand.
3, without the "hospitality application form" of any reception, shall not be reimbursed.
4, the reception staff in the end of the reception within 2 days after the end of all the bills must be organized to report, a case of one posting, according to the actual report, not any false, "false penalty of ten, false hundred dismissal.
5, cigarettes and alcohol by the Office of unified management, the appropriate amount of inventory. Alcohol and tobacco costs are settled on a monthly basis (paid by bank transfer).
6, selected by the Office of a number of suitable hotels, restaurants, etc., signed a hospitality contract as a fixed reception site, according to the actual costs incurred, the monthly settlement (paid by bank transfer).
Eight, bylaws
1, the interpretation of this system, the right to modify the company's administrative office, effective from the date of promulgation.
2, this system is attached to the relevant form: "hospitality expenses application form"