Standard language of hotel return visit.

Greet customers on New Year's Day, Spring Festival, Tomb-Sweeping Day, May Day, Dragon Boat Festival, Mid-Autumn Festival, National Day and other holidays, or on customers' birthdays and major festivals of the customer company.

Understand the customer's views on hotel products, as well as the time and feelings of the latest consumption.

Understand whether customers have new demands in the near future, so as to find new sales opportunities.

Promote new products to customers and create resale opportunities.

Telephone return visit skills

Choose a good beginning to make a first impression on the guests. Before picking up the microphone, you should adjust your mood in advance with the coming on stage to ensure that the phone number is accurate. Dialing the wrong number will directly affect your mood next time. Re-examine what needs to be visited, ensure that sentences and contents are smooth and coherent, address guests accurately and appropriately, and convey emotions to customers with enthusiasm and concern. It is necessary to choose the return visit time in a targeted manner, avoiding the time when customers rest and business is busy.

Pay attention to the quality of your speech. Pronunciation strives to be clear and beautiful, pleasing to the ear, giving customers a pleasing feeling and enabling customers to listen happily. To make the sound clear, cold and vague sounds often make customers lose patience. Keep the distance between the mouth and the microphone. Generally speaking, 10 cm is appropriate, and people with low voices can be less than 10 cm, otherwise it should be greater than 10 cm. People who are used to talking loudly should consciously reduce the volume. People who are used to whispering, don't talk loudly, stay as close to the microphone as possible, and don't talk to each other like shouting. Similarly, don't make a phone call in a particularly low voice unless you say something secret.

Speak as slowly as possible, with a gentle tone, and pay attention to tone and rhythm. Without cadence, customers will feel cold.

Learn to listen, listen more and talk less, let customers talk more, respond to customers in a timely and enthusiastic way, and let customers feel that you are listening attentively.

Pay attention to concise language, and don't take up too much time of customers, so as not to cause resentment.

If I am not here, I should ask my family and keep the same respect and courtesy.

There must be greetings at the end, such as wishing you a happy holiday.

Record the content of the return visit in time and summarize and improve it.

Coping with common situations

"hardcore" customers. Customers who have a positive attitude towards the hotel's dishes and services, customers who often consume in the hotel and actively sell to the people around them, should increase the information transmission of new hotel products and activities on the basis of polite greetings to promote sales. "Migratory birds" customers. Have a certain spending power, but don't spend it in a fixed hotel. When communicating with such customers, we should focus on making them feel that the hotel attaches importance to them, impress them with true feelings, increase their consumption intention, and make them loyal customers of the hotel.

"Durian" customers. Customers who disagree with hotel products for various reasons but have great consumption potential. This kind of customer base should be paid more attention to. Because negative information will often have a greater negative impact on the reputation of the hotel. Rejection is the beginning of acceptance. As long as we patiently find out the reasons and prescribe the right medicine, customers will feel that the hotel pays enough attention to their opinions and has been trying to improve its services and products. Most customers will change their attitude and may even become loyal customers of the hotel.