What is the business etiquette reception process
Business reception etiquette process one: full preparation before the reception
1. Understand the basic situation of the customer
The first step of the business reception is to understand the basic situation of the customer, including the customer's unit, name, Gender, ethnicity, occupation, position, level and the specific number of people visited; there are some details such as: the specific date, time and place of the visit.
2. Determine the welcome specifications
According to the specific circumstances of the customer to determine the specific reception specifications.
3. Layout reception links
In the scope of the prescribed standards, arrangements for the reception of the work of the car, the customer car, customer meals and accommodation.
4. Business reception staff selection
Selection of reception staff, according to the ability of the reception staff to work in the reception of the work of the specific arrangements in all aspects.
Business Reception Etiquette Process 2: Reception Service
Business reception service is the center of the business reception process, is a direct face-to-face service reception process. In this process, in accordance with the requirements of the reception program organization and implementation, conscientious and responsible, meticulous, to complete each reception service matters. At the same time, according to the changing circumstances, timely amendments to the original program, organization and implementation.
Business reception services require reception staff, especially the person in charge, to grasp the overall situation, good coordination and communication; to be pragmatic, good at improvisation; to the higher leadership in a timely manner to report, good integration of all aspects of the force, with one mind, to complete the task of good reception.
1, customer welcome and accommodation arrangements
Arrive at the designated location in advance to meet the customer, if the leadership and relevant departments to the airport, station, dock to meet the customer, to determine and beforehand to inform the collection time, location, bus arrangements and departure time.
Help customers to contact the airport or station to sign tickets and collect luggage.
In accordance with the reception policy and reception program, arrive at the hotel and guest house where you are staying or dining, and implement the welcome reception etiquette.
After the customer arrives at the place of residence, arrange for the personnel to distribute luggage, and send the "reception manual" (including housing arrangements, schedule of activities and bus arrangements, meal times, places and related notes, etc.) to the customer.
2. Banquet
Accompanying leaders to arrive at the banquet place first;
Grasp the number of people, time, place, mode and standard of the banquet and notify the hotel in advance;
Elaborately prepare the banquet menu and do a good job in the banquet design;
Arrange the seat cards and check and confirm them. Reception staff to the banquet hall one hour in advance, supervise and check the service;
Strictly in accordance with the proposed banquet menu dishes, drinks, etc., special circumstances according to the intentions of the leaders to handle the main escort, accurately grasp the rhythm of the dishes, should not be too fast or too slow;
Reception staff staff to take the initiative to guide the customer to enter the table, leave the table.
3, business meeting, meeting arrangements
Clearly the basic situation of business work meeting, meeting (talk) the name of the person, position, number of people, meeting (talk) purpose, meeting (talk) what people, as well as meeting (talk) the nature of the meeting.
The relevant personnel and departments should make the following preparations:
Notify the relevant departments and personnel of our side in advance to make preparations for the meeting;
Determine the time of the meeting (talk), arrange the meeting (talk) venue, seating;
Determine the record keeper, such as the need for translation, photography, news reporting, to determine the interpreter, photographer and notify the interviewer;< /p>
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Business receptionists first meet customers at the door, customers enter the conference room, our staff should immediately rise to welcome;
If you need to talk about the two sides of the photo, arranged in the host and host shaking hands, photo and then take their seats.
4, business visit arrangements
visit the preparatory work must be done in advance, including travel materials, vehicles;
advance tube arrangements for leadership and accompanying escort;
guests outside the relevant services and liaison and coordination of the work of conscientious and responsible;
to assist in the process of reception of the reception of the relevant emergencies
5, business recreation
Seek the views of the customer according to the customer's favorite and habit of arranging activities.
Arranging the activity site and determining the activity time.
Arrangement of movies, fitness, sports and other entertainment activities, cultural evenings, reception should be done before the relevant preparatory work.
Flexibility in the length of the event based on customer interest.
Business reception etiquette process three: reception of the later work
Business reception of the later work mainly refers to the end of the reception of the send-off work and experience.
1, send off visiting customers
Farewell is the last service of the entire reception process, to be treated seriously, leaving a memorable impression on customers.
Verify that customers leave by flight or train arrival time, location changes, and the aircraft (train) stops.
In accordance with the reception policy and reception program, design and implement the send-off etiquette.
In order to show the solemnity, the reception service personnel in the customer's place of residence in a parade to send off.
Farewell personnel to see the customer by plane, train start and then return.
2, the end of the work
Mainly includes cleaning up the room, reception costs settlement and data summary filing.
3, summarize the experience
After each reception task is completed, we should summarize in a timely and serious manner. Affirmation of achievements, identify gaps, outstanding contributions to the unit and individual recognition. By summarizing the lessons learned, deepen the understanding of the laws of hospitality, and promote the continuous improvement of hospitality.
Rapid Mastery of Reception Etiquette
How to receive people? If you are ready to receive is your big customers, then the reception is very critical first impression. Some people lose orders or orders are not good? This and the level of self reception is a certain relationship. Some people go to pick up people directly ask the time and place, the other will not be in-depth and ask the tone of voice is very hard and perfunctory, so it is difficult to give a good impression. Before picking up customers to determine the identity of the person to be picked up, pick-up time and location, to ask whether a person or accompanied by other people to come, these are required to do a good job of communicating on the phone and ask the tone of voice must be comfortable and not too hard, your voice and tone of voice is your first business card. These details are well established to the agreed pick-up location, which is the customer's second impression of your meeting are generally used to shake hands, handshake can not be too hard nor gently touch, the strength of too light is perfunctory overweight will show too much currying favor with the reception to be neither humble nor overbearing. Handshake time can not be too long 3 seconds shall prevail, the main thing is to have eye contact which is a kind of respect, many people will shake hands but not eye contact. Eye contact can not have the meaning of light offense to bring a warm smile. If these are done you leave a good impression of the customer's natural deepening.
How to dress? The dress code is a true reflection of a person's inner quality. Such as, cabaret women's clothing is exposed, workers' attire is uniforms, military attire is uniforms, attire not only reflects a person's inner quality is also a symbol of occupation. Business attire is generally formal wear more black and gray-based, but there is no need to be so rigid. Business reception color black and gray is a conservative color, but will inevitably give people a depressing feeling and can not wear too picky this is a taboo, but we will still see such people, your customers will be through your dress to judge your character. If you dress too light pick that their behavior is also light pick. Business attire can be in the scarf and color more effort, such as gray suit can add pink ` large square silk scarf so that both dignified and can reflect the woman's softness. In terms of makeup don`t believe too much in the dogma that makeup is a form of respect. You do not necessarily have to make up but the face must be clean and fresh to apply a little light lip gloss do not use lipstick is too old-fashioned and very dry, not necessarily suitable for all women, so the lip gloss is the top choice, a sincere smile is your greatest respect for people.
Reception on the way notes. From the reception to the company will have a certain distance this time can not be cold, if the Hou cold that you before the good impression will be slowly lost on the way to the company when you are very difficult to articulate the topic naturally. If you articulate the very adventurous that the next exchange is basically a failure. So on the way to pick up and drop off need to do some easy communication, these in your prior telephone communication should be clear, if you do enough homework that this time generally will not be cold. Such as, this time you can ask your guests whether they have come to the city or played which places? The city's characteristics as an entry point is the most appropriate, both to show your advantages also let your customers have a deeper impression of the city, so that someone will mention the city will also think of you. The city's attractions or advantages should be introduced with a little sense of humor, which will add points in the next exchange will be much smoother.
How to talk? The main purpose of the conversation is to close the deal, the purpose should be clear, but do not be too eager to talk about the tone of voice will show you the status quo, so be sure to make good use of your tone of voice. Since the conversation is to close the deal then your logic must be clear, if you express yourself are not clear that the customer and how can understand what you mean? Both sides of the conversation is interactive, you can not just focus on their own words, many people in the exchange is basically not with ears, so the last no deal is also very normal. You can only listen to understand the real problem, only to get to the root of the problem you can solve the problem. In the process of conversation, you must sit upright, can not cross your legs, not to mention the back of the chair, the eyes must have communication, important things to repeat.
How to send people? Send people is the last process of reception, this process can best reflect your person. Some people in the conversation process did not achieve the purpose of self-wanted to throw the face to the people to see, to send people also reluctant, which shows that you this person interest smoked, it is possible that your customers are very satisfied with your other just want to test your people worth of cooperation, so the final send process is the real starting point for cooperation. Whether or not in the previous conversation to achieve cooperation in the process of sending people to maintain the enthusiasm of the receiver, the behavior should be consistent in order to have a sense of beauty.
We receive not only guests but also test our own cultivation. Reception is equivalent to a person's face, a beautiful woman or handsome man can always get Qinglei, as the so-called love of beauty, people have their own, for the beauty of the things we will not be stingy since the appreciation, with the appreciation of the willingness to cooperate with you.
Expansion:
Common sense of business etiquette
Business etiquette in the self-introduction of the general four points need to be noted:
1. The exchange of business cards to pay attention to the timing, the two sides should meet on the business card, the other side of the title, position at a glance, at best, and then repeat the name, to prevent the other side of the misreading;
2. Self-introduction of time to be brief, to be straightforward, time control in less than half a minute.
3. The content of the introduction should be comprehensive. Self-introduction content contains four elements: unit, department, position, name. For example, on formal occasions, I have to introduce myself: I am a professor in the Department of Diplomacy, School of International Relations, Renmin University of China, my name is Jin Zhengkun. Units, departments, positions, names, these information should be a breath of fresh air, appear very well-trained.
4. If your unit and department title name is longer, the first introduction must use the full name, the second can change the abbreviation. If I say "China Southern Airlines" this word, some people will be associated with China Southern Airlines, some people will think of Nanjing University of Aeronautics and Astronautics. Therefore, in business interactions, with letters or Chinese to do the abbreviation, we must first say the full name, and then say the abbreviation, otherwise it will give the other side of the understanding of the ambiguity.
Introducing others there are two points to pay special attention to:
1. Who is the introducer? According to the customary social occasions, the introducer is usually the hostess to play. In international communication, the introducer is generally three kinds of people, the first we call the professional counterparts. For example, if I invite a foreign professor to give a lecture to my students, I am obliged to introduce him to the university leadership because I am the professional counterpart of him, and I am the professional counterpart.
2. is the public relations concierge, such as foreign affairs office comrades, the director of the office or secretary, commissioned to receive the reception accompanied by personnel, reception office comrades. The third is the presence of people inside the highest position, this situation generally occurs in the case of VIPs to the scene, etiquette pay attention to the status of equality, the need for the highest position to act as an introducer.
Business card etiquette in business interactions there are two points on the use of business cards:
First, there must be a business card.
In business interactions, a person without a business card will be regarded as a person with no social status, and not being able to get a business card may make the other party suspicious of your origin and motivation.
2. A person who doesn't carry a business card is disrespectful to others.
Business cards should be carried with you, and in many foreign companies, there are rules about where to put employees' business cards. Business cards are usually installed in a special business card bag, business card bag in the suit jacket pocket, can not be randomly placed. I once exchanged business cards with a lesbian, I handed her the business card, she immediately pulled the bag open to find their own business cards to me, the bag is very expensive, but can not find the business card, the first grabbed a bag of plums, followed by a packet of melon seeds, and finally pulled out half of the socks, and finally found the business card box, so that, to give people a very bad impression. Therefore, the lesbian business card to be placed in the briefcase fixed position, a reach out can be taken out.
The appearance of the business card on the content of the three forbidden principles:
First, the business card is not allowed to change.
Some comrades are very economical, phone number changes directly on the business card, the original number crossed out, write a new number. In international communications, the business card is like a face, change the business card will make a fool of yourself.
No private phone numbers on business cards.
Foreign etiquette is concerned about protecting personal privacy, public and private differentiation, if you are dealing with the public, provide only the office phone, cell phone number, private home phone are not provided.
Three, business cards generally do not appear more than two titles.
"The way to hear the successive, the art of specialization", the more titles on the business card, there are not dedicated, the suspicion of blindfolded, many have the status of the status of people will prepare several kinds of business cards, different interactions with different objects, emphasize their different identities, the use of business cards are different.