How can I be a good store receptionist? What are the skills?

Store reception and customer communication skills training

(1) Create a popular personality

If a person does not have a likable personality, he will be forgotten, even if he is outstanding in talent and appearance. As the reception staff of the photo studio, we should strive to shape our own characteristics-the personality that will leave a deep impression on our customers in the development of things and environment that we contact every day.

① Attitude: The attitude of the store receptionist in the service will affect the customer's impression of the photo studio. If our store receptionist can get along with others calmly when encountering difficulties and make people feel happy at any time, then the success rate of taking orders will be greatly improved.

② Emotion: An excellent store receptionist must have a stable mood. As for some unpleasant emotions, such as anger, impatience, jealousy and greed, we must learn to control them. Learn to express happy emotions, smile at people at any time, be friendly to guests everywhere, and cultivate the ability to adapt to the new environment. A sincere smile is a bridge between people.

Politeness: respect others everywhere, care for others, tolerate others, understand others, and don't forget to think of colleagues who work together every day.

Humor: joking with customers at the right time, using humorous language to resolve embarrassment or misunderstanding, will receive unexpected results.

(2) cultivate a pleasant voice

Sweet voice and clever dialogue are half the battle. As a professional store receptionist, you should make full use of these advantages to win the favor of customers.

Store receptionists can record their own voices in their daily work and listen to what will be unpleasant, whether there are complaints or sarcasm. Then, in view of these shortcomings, improve your tone and attitude. Speak clearly and at a moderate volume. Words and deeds should be integrated, and such feelings should be expressed in the voice: sincerity, understanding, friendliness, vitality, suppleness and so on.

(3) master conversation skills

When talking with customers, you should avoid using rude words and talking about some sensitive or controversial topics. A pleasant conversation is easy to build trust with customers. We should start with the topics that customers are interested in, such as interest, daily activities, clothing, hairstyle, family, beauty, music, education, travel, holidays and so on. Store reception should try to understand the customer's psychology and try to cater to the customer's mood and interest to have a comfortable and pleasant conversation.

Talk to grasp the following principles:

(1) Open the topic;

2 don't argue;

③ Speak less and listen more, and be a good listener;

④ The conversation is not monotonous;

Don't talk about your private affairs;

6 would rather talk about ideals than people;

⑦ Use simple and understandable words;

8 don't talk about people behind their backs;

Pet-name ruby keep a happy mood;

Attending don't use slang and rude words.

(4) Different guests are treated differently.

In the process of communicating with guests, we should try our best to understand the characteristics of guests and choose different communication skills and talking points according to different types of guests. The types of guests can be divided into the following ten types:

① rational thinking type

② Small gas type

③ Romantic fantasy type

④ indecisive type

⑤ Good face

⑥ straightforward personality type

⑦ Personality independent type

8 reticent type

Pet-name ruby all types

Attending turn round and then walk.

In daily work, it is bound to get twice the result with half the effort to sum up the psychological characteristics and personal hobbies of different guests and adopt different strategies and methods for different guests.

Steps and skills training of film selection in retail stores

(1) Greet the guests warmly: At this time, pay attention to greet the guests warmly and politely, and don't say anything like "Your photos are too good", because it is easy to raise the expectations of the guests.

(2) Pick out the bad ones: guests often completely deny the photography technology of the studio because some photos in a set are not well taken. Therefore, the first thing the in-store receptionist should do when selecting films is to tell the guests that it is impossible for every photo to be perfect, and it is normal for some photos to be taken badly. At the same time, please pick out the bad photos and put them aside to avoid the guests being in a bad mood because of seeing those bad photos. Moreover, the benefits of doing so are not limited to this. When the store receptionist takes the initiative to take away the bad photos taken by the guests, it will generally gain the trust of the guests quickly.

(3) Pick out 65,438+00 good photos: At this time, the store receptionist should give suggestions to the guests and accompanying personnel, and each person should pick out two or three photos that he likes and make up about 65,438+00 photos. The advantage of this is to guide the guests' thoughts to a positive attitude. When choosing films for guests, the store receptionist must strategically become the protagonist of the desktop and guide the guests' ideas to follow your ideas, so that the performance will be high.

(4) Help guests analyze photos: Help guests analyze the advantages of the selected photos. The advantage of this is to guide the guests' thoughts to a positive attitude, so that everyone can pick good photos instead of bad ones. This method of adjusting the guest's mentality to a positive attitude should always be used by the reception desk of the shopping mall.

(5) Advise guests to enlarge: After selecting the best photo of 10, the front desk of the store should advise guests to enlarge the photo. At this time, be careful not to advise guests to enlarge only the big photos contained in the set, which will lead to low washing in the later stage.

(6) How to help guests choose photos in the album and add pages: When helping guests choose photos in the album, they usually choose according to the number of photos specified in the collection. There are usually some photos left after the election. At this time, the store reception desk can ask the guests whether to add pages.

(7) Sell negatives (electronic documents) and films to customers: If all the films are selected in the end, you can set a reasonable price and sell them to customers. Anyway, it is useless to keep them. However, it should be noted that it must not be sold too low, otherwise it will not be conducive to the later addition and release.

(8) Settlement stage: After the above process is completed, the in-store receptionist will finally settle the accounts for the guests to see how much the guests have spent, and the extra part will be made up by the guests.

(9) Strategic ending: When sending guests out after film selection, store reception should pay attention to the strategic ending. The store receptionist can say to the guests, "After all this talk, we are already friends. Don't worry, leave it to me. I will do my best for you. I'll take you to the darkroom right away. "