Customer reception process

Customer reception process

In the customer reception process, the company often has some customers coming. When the company has important customers coming to visit, it needs to receive the customers in the highest standard. , showing the company’s sincerity, the customer reception process and related information are shared below. Customer reception process 1

1. Determine the reception unit, time and location

2. Determine the number of participants and number of participants

3. Requirements for reception staff: uniform clothing Work clothes, with factory logo.

4. Venue layout:

1. Conference room signage, number of fruits, tea, paper towels,

Number of brochures, pens Count (Administrative Department)

2. Banner (name) (Corporate Culture Department)

3. Projector, computer, microphone, amplifier (IT Department)

4. Seat card (Administrative Department)

5. LED welcome message (Administrative Department)

5. Reception gifts and number of copies: (Application Reception Department and Purchasing Department)

6. Reception and dining: hotel reservation, number of tables, cost (Administration Department)

7. Reception Car: (Administration Department)

1. Drivers must wear work clothes and have a factory badge.

2. Determine the number of people and designate vehicles. Arrive at the pick-up point 15 minutes early.

8. Serve tea

Serve tea to customers in a timely manner after they sit down, with a warm smile, and the tea should be 70-80% of the cup.

Refilling water in the middle is generally controlled within 15-20 minutes. The specific situation depends on the customer's drinking progress.

9. Visit

The reception staff will lead the customers to visit according to the tour route.

10. Returning from the visit

After taking a seat, add tea according to the actual situation.

10. Dining

Before the guests leave, the reception staff will give them gifts;

The driver will be on standby at the company door 10 minutes in advance. After the customers arrive, Take the initiative to open the car door for customers and take them to the hotel for dinner. Customer reception process 2

1. Reception application: When the business and certain field department employees learn that the customer is about to visit, they will notify the administrative office and request arrangements for customer reception. If they are on a business trip, they should notify the customer in time by phone. And confirm the customer's contact information, the number of people accompanying them, and whether they need a car to pick up and drop off at the airport or train station;

2. Determine the reception level: Reception can be arranged according to the following standards according to the level of the visitor

(1) Ordinary personnel level: Suitable personnel: dealer business inspectors, technical personnel, home decoration company designers, middle-level managers of manufacturers, ordinary intended dealers, etc.

a: Accommodation standards are based on the requirements of the other party, and the company does not bear the accommodation costs;

b: Catering standards: Lunch consumption is controlled below 300 yuan, and dinner consumption is controlled below 400 yuan ;

c: Reception accompanying personnel: the company's grassroots salesperson, a certain regional manager;

d: Reception vehicle: four-wheel drive or taxi.

e: The above standards are based on two customers. If there are more than two customers, an additional 50 yuan per person will be charged for catering;

(2) Senior staff level: suitable for staff : Leaders of engineering procurement, terminal consumer companies, cooperative dealers, senior managers of manufacturers, heads of export companies, etc.

a: Accommodation standards are based on the requirements of the other party, and the company does not bear the accommodation costs;

b: Catering standards: the consumption of simple lunch is controlled below 500 yuan, and the consumption of dinner is controlled below 500 yuan ;

c: Reception accompanying personnel: a certain regional manager, a certain field supervisor;

d: Reception vehicle: four-wheel drive or commercial vehicle or taxi;

e: Emotional reception: For this type of personnel, the company's senior cadres can arrange to receive one or two home receptions, accompanied by reception staff, to increase mutual affection; (depending on the cooperation between the two parties)

p>

f: Other reception items: The company arranges to take customers to major local attractions or evening entertainment, with the cost controlled below 700 yuan; if necessary, souvenirs can be given to customers before leaving. (Depending on the cooperation between the two parties)

g: The above standards are based on two customers. If there are more than two customers, an additional 100 yuan/person will be charged for catering; an additional 200 yuan/person will be charged for entertainment. Calculation;

(3) Special personnel level: Suitable personnel: Main dealer leaders of a certain field (including domestic sales and exports), main government personnel of a certain field, heads of relevant departments in local industries, specially invited leaders of manufacturers, The company's specially invited leaders and other special personnel, etc.

a: Accommodation standard is four-star hotels or above, room price is controlled at 400-700 yuan/room, and the company bears the entire cost;

b: Catering standard: lunch is simple, consumption is controlled at Less than 1,000 yuan, and dinner consumption is controlled below 1,000 yuan;

c: Reception accompanying personnel: a certain regional manager, a certain field supervisor, marketing general manager, shareholders;

d: Reception of vehicles ：Business car or renting a high-end car;

f: Other reception items: The company arranges to take customers to major local attractions or evening entertainment, and the cost is controlled below 1,200 yuan; if necessary, it can be arranged before the customer leaves Souvenirs are given as a gift. (Depending on the cooperation between the two parties)

g: The above standards are based on two customers. If there are more than two customers, an additional 100 yuan/person will be added; for entertainment, an additional 250 yuan/person will be added. ; 3. Contact the reception unit: According to the reception application requirements, administrative staff should make relevant reception arrangements before the customers arrive, contact the customers in a timely manner to understand the specific number of visitors, whether they need a car, book a room or other requirements, and implement them in a timely manner .

4. Arrange reception personnel: The company arranges reception personnel according to work needs, and those responsible for reception tasks must strictly implement the entire reception process in accordance with standards. Under normal circumstances, the reception staff should not change at will before the visitor leaves.

5. Airport (station) pick-up: After receiving the reception task, the reception staff must confirm when the visitor’s flight (shuttle bus) arrives, the arrival location, flight number (train number), and the visitor’s Name, characteristics. Use a car.

6. Accommodation arrangements: After arriving at the accommodation location, the reception staff should take the initiative to help the visitors carry their luggage to the room, briefly explain how to use the facilities in the room, and leave their contact number. Depending on whether the visitors are long-distance or short-distance, arrange for the visitors to rest or go directly to the marketing center. And contact the Internal Affairs Department in advance for reception arrangements at the Marketing Center.

7. Visits to the marketing center: The reception at the marketing center is mainly for exhibition hall visits, and office visits are generally not arranged. After the reception staff accompanies the visitors to the exhibition hall, the exhibition hall sales assistant must take the initiative to come forward, use polite words, arrange for the visitors to sit down, and offer tea.

8. Leader’s interview: Before leading the visitors to meet the leader, the reception staff must communicate with the company leaders, confirm the meeting time and location, and then lead the visitors to meet with the leader. When meeting, the receptionist first introduces both parties, and then briefly explains the main discussion matters of the visitor. (Special note: When introducing company leaders, you should intentionally or unintentionally praise the leaders to enhance their status and increase the advantage of the negotiation.

)

9. Catering arrangements: The administrative office can inform relevant departments before making arrangements. General reception requires business employees or employees of a certain field department to do it together. After making some standards, they can arrange for reception staff to accompany visitors to meals. , and arrange drinks according to the guests' habits. During the meal, the reception staff can appropriately promote the atmosphere and promote emotional communication between the two parties. (Note: The reception staff should not drink too much, and do not check out in front of guests when checking out)

10. Propose and collect cooperation matters: After the above reception steps, the emotional communication between the two parties has a foundation. , the reception staff can arrange for both parties to move to the business negotiation stage. According to the actual situation of the company's work and relevant department standards, propose the content of cooperation matters, consult the content of cooperation matters proposed by visitors and make notes.

11. Handle and determine cooperation matters: In line with the principle of win-win, the reception staff collects opinions from both parties between the company and the visitors based on the content of the cooperation matters, handles them, and finally finalizes the work. After confirmation, the copy will be sent to both parties.

12. Leadership talks: After both parties reach an agreement on cooperation matters, the leaders of both parties will usually conduct a ceremony to congratulate each other, and the reception staff will make relevant arrangements in a timely manner.

13. Airport (station) drop-off: When the visitors leave, they will be escorted by the reception staff to the drop-off. In addition to taking the initiative to remind the visitors, the reception staff must remind the visitors or hand them over directly if there are any souvenirs given by the company. into the hands of visiting personnel. When sending the car off, you must wait until the visitor leaves your sight before leaving.

14. Telephone return visit: The reception staff will estimate their arrival time according to the flight number (train number) that sent the visitors, and call them in a timely manner to inquire about the reception work and understand the customers' opinions on the company's products and enterprise Opinions on image, etc. Prepare reports in a timely manner and submit them to the company for improvement.

No matter what the purpose of the visitor's visit, the reception work will often directly affect the customer's choice of our company. As long as our reception work is done well, it will leave a good image for visitors, thereby increasing the industry competitiveness of Maraz Company. Customer reception process 3

Specific reception process for shopping mall customers

Reception services should be carried out according to the following procedures:

Greet warmly and seize the opportunity - determine the customer's intention - —Introduce, deliver, and demonstrate products — Promote business — Introduce related products and precautions — Review customer needs, issue sales receipts — Pay, deliver — Say goodbye

1. Enthusiasm Say hello and capture the moment.

1. When a customer approaches the counter, the salesperson should face the customer with a smile (the smile should come from the heart and be natural, expressing that I am very happy to see you and I am willing to serve you at any time). And use the greeting language: "Hello! Welcome." And be ready to serve customers at any time.

You can approach customers and actively greet them in the following situations:

◆ When customers slow down in front of the counter and browse the products;

◆ When customers When staring at a certain product for a long time;

◆ When the customer touches a certain product;

◆ When the customer raises his head and meets the salesperson’s eyes;

◆ When the customer's eyes are searching. (The customer seems to be looking for something)

2. Flexibly adjust the position according to the customer's activities. It is best to keep a distance of about 1 meter from the customer. Do not stand in one position for a long time. Don't always stand next to the product the customer wants to choose, or always follow the customer, making the customer feel like they are being watched.

2. Determine the customer’s intention.

Salespersons should use flexible and diverse skills to receive customers with different identities and hobbies:

◆ Receiving new customers - pay attention to politeness;

◆ Receiving old customers Customers - focus on enthusiasm;

◆ Receiving urgent customers - focus on speed;

◆ Receiving fine customers - focus on patience;

◆ Receiving female customers - —Focus on novelty and beauty;

◆ Receiving elderly customers —Focus on convenience and practicality;