The workflow and words of receiving customers in stores

If you are in the service industry, you must improve your hospitality skills if you want customers to buy your own products. Otherwise, why should customers buy your products? Let's learn about the workflow and words of receiving customers in stores. 1

1. The front desk

needs to open the door on its own initiative when it sees the customer entering the store, and asks with a smile, "Hello, do you have an appointment?" At the same time, greet customers to sit down and prepare tea snacks for customers.

after the customer sits down, the front desk needs to ask the customer's last name and mobile phone number and record them in the file. If the customer doesn't reject it, you can ask the customer to fill out a data sheet first, including the customer's basic information, skin condition, projects you want to do and so on.

the reception time at the front desk should not be too long, so as not to make customers wait all the time and cause resentment.

2. The beautician

needs the beautician to complete the service after writing down the basic information of the customer at the front desk. Beauty salons with skin detectors will generally take the customer for skin examination first, then analyze the existing skin condition and make a skin management plan for the customer, and then recommend the customer to do the management projects that need to be done. Of course, if the customer insists on doing the projects, it is still based on the customer's ideas.

after the skin examination, the beautician should introduce the environment of the beauty salon to the customers when guiding them into the beauty salon, such as where the bathroom is and where the dressing room is. Before entering the beauty salon, he should take the initiative to change the customers' shoes, hang up the customers' bags and coats, spread clean sheets in front of the customers, and inform them: "Hello, you can lie down. Our sheets are all changed by one customer and sterilized. Please feel free to use them. "

After the customer lies down, if the weather is cold or the air conditioning temperature is low, remember to cover the customer with a quilt before the beauty operation, and introduce and pay attention to the points to the customer in detail before each operation. For example, "Next, I want to apply essence to you, which is the star product of our beauty salon and has a good effect on relieving redness." "This mask will be a little icy on my face just now. Please tell me if you feel uncomfortable."

After giving the customer care, he said, "Today's care has been finished. Please take a rest first, and don't forget to take your belongings with you when you leave the room."

3. Front desk+beautician

In addition to the beauty room, the beautician guides the customer to sit down in the front hall, and the front desk prepares tea and snacks for the customer. The beautician then asks the customer how he feels after finishing the skin test. If the skin test is finished, he can give the customer another test to let the customer see the immediate effect. After that, explain some precautions to the customer, and then personally open the door for the customer to see him off.

The above is the service flow and reception skills of new customers entering the beauty salon. Customers may not be God, but as service practitioners, customers should be treated as family and friends, so that customers can feel your sincerity and leave a good impression on the beauty salon. The workflow and words of receiving customers entering the store 2

1. Standardized greetings

Outbound call: Hello! Excuse me, is this Mr x? I am XXX, the telemarketer of XXXX brand XX store, and you can call me Panpan. Take a name that is easy to remember, and emphasize your name many times on the phone so that customers can remember it.

2. Inform the purpose of the call

Salesperson: I saw you paying attention to our XX brand model on eBay this morning, and I will reply to you as soon as I see the information. First of all, thank you very much for your trust in our XX brand. You really have a good eye!

this model is XXXXXXXX (highlighting the core selling point in a word). This model you see is the most popular one in our store. What do you want to know specifically?

3. Answer the customer's phone

Telemarketer: Hello, I'm XXX, the telemarketer of XX brand XX store. You can call me Panpan. May I have your name?

customer: your surname is Wu.

telemarketer: Angkor/Mr/teacher (according to local customs), hello, how can I help you?

customer: I want to ask about XXX.

telemarketer: You really have a good eye. You are the eighth customer to inquire about this car this morning/afternoon. This car is XXXXXXXX (highlighting the core selling point in one sentence), praising customers and emphasizing product features.

4. Demand Mining

Have you known or tested this car before?

do you choose this car for your own use or for your company?

which aspects do you pay more attention to, such as appearance, interior, handling and safety?

pay attention to the appropriate reply and explanation according to the questions raised by customers, but not too much overall. It is important to invite people to the store.

5. Inviting to the store

Telesalesman: It's a big deal for Mr. X to buy a car. You can come to our exhibition hall in person. I'll give you a detailed introduction. Do you have a rest on weekdays or weekends?

customer: I usually rest on weekends.

Telesalesman: There are a few people watching cars in our exhibition hall on weekends. In order to receive you better, I will give priority to your time.

do you think it's Saturday or Sunday? Morning or afternoon?

guest: Saturday afternoon.

telemarketer: ok, I'll call you again on Saturday morning to remind you.

paved the way for the next invitation.

customer: ok.

telemarketer: Mr. x, you are not sure when you will come to the store this weekend, are you?

shall I call you on Friday afternoon to confirm with you?

I can arrange time to receive you first!

customer: ok, let's make an appointment on Friday.

if the customer still refuses to come to the store, or calls to ask if there is any discount, how to answer?

Telesalesman: Brother X, it seems that you have really paid attention to this car for a long time, so you must come to the store and have a look. Why?

Buying a car now is not just about cars, just like buying a house needs decoration. You should consider loan replacement, fine decoration and after-sales service. Although there are no discounts on car prices in the whole country, we can win many benefits for you in these value-added services.

You can also take a test drive with your wife and family. After all, buying a car is a big deal, and the opinions of your family are also very important. Do you think it will be Saturday or Sunday? Morning or afternoon?

6. Inviting for a test drive

Telemarketer: Hello, Angkor, I'm an telemarketer of XXXX brand XX store. You can call me Panpan.

I see that you have been paying attention to XXX recently. It just happens that our store has a test drive on the weekend, and I would like to invite you to test drive. I will arrange a senior test drive engineer certified by our factory to serve you, and there is also a gift for the test drive at the store. As the activity ends this Sunday, which day are you free on Saturday or Sunday?

7. Add WeChat/send SMS

Thank you very much for your concern and trust in XXX brand. Do you think it is convenient for me to add your WeChat? I will send it to your mobile phone in the form of WeChat/SMS later. Please contact Panpan if you have any questions about the vehicle, and Panpan will be happy to serve you.