What is the business etiquette reception process?

What is the business etiquette reception process?

Etiquette process of business reception 1: adequate preparation before reception.

1. Understand the basic situation of customers.

The first step of business reception is to know the basic situation of customers, including company, name, gender, nationality, occupation, position, level and the specific number of people to visit; There are also some details, such as the specific date, time and place of the visit.

Step 2 determine the welcome specifications

Determine the specific reception specifications according to the specific situation of customers.

Step 3 arrange the reception session

Arrange reception vehicles, customers' vehicles, customers' catering and accommodation, etc. within the prescribed standards.

4. Selection of business receptionists

Select reception staff and arrange all aspects of reception work according to their working ability.

Business reception etiquette process 2: service work in reception

Business reception service is the central link of the business reception process, and it is a direct face-to-face service reception process. In this process, we should organize the implementation according to the requirements of the reception plan, be serious and responsible, and meticulously complete every reception service. At the same time, according to the changing situation, the original plan should be revised and implemented in time.

Business reception service requires receptionists, especially the person in charge, to grasp the overall situation and be good at coordination and communication; Pragmatic, good at improvisation; It is necessary to report to the superior leaders in time, be good at integrating all forces, and complete the reception task wholeheartedly.

1, customer reception and accommodation arrangements

Arrive at the designated place in advance to meet the customer. When leaders and relevant departments go to airports, stations, docks and other places to meet customers, they should determine and inform the assembly time, place, bus arrangement and departure time in advance.

Help customers contact the airport or station to sign tickets and pick up luggage.

According to the reception policy and reception plan, arrive at the hotel guest house where you are staying or dining, and implement the welcome reception etiquette.

After the customer arrives at the residence, arrange the staff to distribute luggage and send the reception manual (including housing arrangement, activity schedule and bus arrangement, meal time, place and related matters needing attention, etc. ) to customers.

Step 2: banquet

The accompanying meal leader goes to the banquet place first;

Master the number, time, place, method and standard of banquet, and inform the hotel in advance;

Carefully prepare the banquet menu and design the banquet;

Place the seat card and check it. The reception staff arrived at the banquet hall one hour in advance to supervise and inspect related services;

Serve food and drinks in strict accordance with the proposed banquet menu, handle special circumstances according to the intention of the host and accompanying leaders, and accurately grasp the rhythm of serving, not too fast or too slow;

The receptionist actively guided the customers to sit down and leave.

3. Arrangements for business meetings and talks

Make clear the basic situation of business meeting, including the name, position, number, purpose, participants and nature of the meeting (talk).

Relevant personnel and departments should make the following preparations:

Inform the relevant departments and personnel of our company in advance to prepare for the meeting (talk);

Determine the meeting (talk) time, arrange the meeting (talk) place and seat;

Determine the recorder, if translation, photography and news reporting are needed, determine the translators and photographers in advance and inform the reporters;

The business receptionist greets customers at the door first. Our staff should get up and greet the customers as soon as they enter the conference room.

If you need to take a photo with both sides of the talks, arrange to take a photo after the two sides shake hands.

4. Business inspection arrangement

All preparations for the visit must be made in advance, including materials and vehicles for the trip;

Arrange leaders and accompanying personnel in advance;

Responsible for related service work and liaison and coordination with foreign guests;

Assist the reception area to deal with on-site emergencies during reception;

Introduce some basic information along the way to customers in time during the trip.

5. Business, leisure and entertainment

Solicit customers' opinions and arrange activities according to customers' preferences and habits.

Arrange the venue and determine the activity time.

Arrange movies, fitness, sports and other entertainment activities, hold literary evenings, and make relevant preparations before reception.

Grasp the duration of activities flexibly according to customers' interests.

Business reception etiquette process 3: work after reception

The later work of business reception mainly refers to the farewell work and experience summary after the reception work.

1. Say goodbye to visiting customers

Farewell is the last service in the whole reception process, so we should take it seriously and leave an unforgettable impression on our customers.

Check whether the arrival time and place of the flight or train left by the customer have changed and the plane (train) has stopped.

According to the reception policy and reception plan, design and implement the farewell etiquette.

In order to show solemnity, the people attending the reception service lined up at the customer's residence to see them off.

The farewell personnel watched the customer's plane and train before returning.

Step 2 sweep your tail

It mainly includes cleaning rooms, settlement of reception expenses and data collection and archiving.

Step 3 sum up experience

After each reception task is completed, we should sum up it in time. Affirm achievements, find out gaps, and commend units and individuals that have made outstanding contributions. Summarizing the experience and lessons can deepen the understanding of the law of reception work and promote the continuous improvement of reception work.

Methods of quickly mastering reception etiquette

How to pick up people? Meeting someone is a very important first impression if you want to receive your big clients. Some people have lost orders or the order quantity is not very good. This is related to your reception level. Some people pick people up and ask the time and place directly, while others don't delve into it. Moreover, the tone of the inquiry is blunt and perfunctory, and it is difficult to leave a good impression. Before picking up a customer, first determine the identity of the person you want to pick up, the time and place to pick up, and ask whether you are coming alone or accompanied by others. These are all things that need to be communicated well on the phone. The tone of inquiry must be comfortable and not too blunt. Your voice and intonation are your first business card. After these details are confirmed, you arrive at the agreed pick-up place, which is the customer's second impression of you. Meeting is usually a handshake. When shaking hands, don't use too much force. Too light is too flattering, and the reception is supercilious. Don't shake hands too long, 3 seconds. The most important thing is to make eye contact. This is a kind of respect. Many people shake hands but don't make eye contact. Don't make slight offensive eye contact, but use a warm smile. If all this is done, the good impression you leave on your customers will naturally deepen.

How to dress? Dress is a true reflection of a person's inner quality. For example, women's dresses in dance halls are exposed, workers' clothes are tooling, and soldiers' clothes are military uniforms. Clothing not only reflects a person's inner quality, but also is a symbol of occupation. Business dress is generally more formal, mostly black and gray, but there is no need to be so rigid. The color of business reception, black and gray, is conservative, but it will inevitably give people a feeling of depression, so you can't wear too light. This is a no-no, but we will still meet such people, and your customers will judge your character by what you wear. If you dress too lightly, their behavior is also light. Professional wear can put more effort into scarves and colors. For example, a large pink square scarf can be added to a gray suit, which is dignified and can reflect the femininity of women. In terms of makeup, don't believe that makeup is a dogma of respect. You don't have to wear makeup, but your face must be clean and fresh. Put on a little lip gloss. Don't use lipstick that is too old and dry. Not necessarily suitable for all women, so lip gloss is the best choice. A sincere smile is your greatest respect for people.

Matters needing attention during reception. There will be a certain distance from the airport to the company, so you can't keep silent at this time. If you keep silent at this time, your previous good impression will be slowly lost along the way, and it will be difficult to connect the topics naturally when you get to the company. If you connect rashly, the next communication is basically a failure. So you need to do some easy communication on the way to pick up and drop off, which should be clearly understood in your telephone communication beforehand. If you do your homework, there is usually no ice at this time. For example, at this time, I can ask you where the guests have been to this city or visited. It is most appropriate to take the characteristics of this city as the starting point, which not only shows your advantages, but also makes your customers have a deeper impression on this city, so that anyone who mentions this city will think of you in the future. Introducing the city attractions or advantages with a sense of humor will add points and make the following communication much smoother.

How to speak? The main purpose of the conversation is to make a deal. The purpose should be clear but not too urgent. The tone of conversation will show your current situation, so be sure to use it well. Because the dialogue is about making a deal, your logic must be clear. If you can't express yourself clearly, how can customers understand you? The dialogue between the two sides is interactive. You can't patronize yourself. Many people basically have no ears when communicating, and it is normal that there is no transaction in the end. Only by listening can we understand the real problem, and only by understanding the root of the problem can we solve it. During the conversation, you must sit up straight, don't cross your legs, and don't put your back on the chair. You must make eye contact and repeat important things.

How to give it away? Giving someone away is the last process of reception, which can best reflect your personality. Some people don't achieve what they want in conversation, so they show their faces to others and don't want to give them to others. This shows that you are full of interest. It is possible that your customers are satisfied with everything else and just want to test your cooperation, so the final giving-away process is the starting point of real cooperation. No matter whether we can reach a cooperation in the previous conversation, we should keep the enthusiasm of receiving people in the process of giving them away, and the behavior should be coherent to have a sense of beauty.

We not only received the guests, but also tested our self-cultivation. Reception is equivalent to a person's face. A beautiful woman or a handsome man can always get a green one. As the saying goes, everyone loves beauty. We are not stingy with our appreciation of beautiful things, and we are willing to cooperate with you only after we appreciate them.

Extension:

Common sense of business etiquette

Self-introduction in business etiquette generally has four points to pay attention to:

1. Give the business card first, and then introduce it. Pay attention to the timing when exchanging business cards. The two sides should hand in their business cards as soon as they meet. The title and position of the other party are clear at a glance. At most, I repeat my name to prevent the other person from pronouncing it wrong.

2. The time for self-introduction should be short and straightforward, and the time should be controlled within half a minute.

3. The content of the introduction should be comprehensive. The content of self-introduction includes four elements: unit, department, position and name. For example, on formal occasions, I will introduce myself like this: I am a professor in the Department of Foreign Affairs of the School of International Studies of Renmin University of China. My name is Kim. The information of unit, department, position and name should be done in one go, which is very well trained.

4. If the title of your unit and department is long, you must use the full name when introducing it for the first time, and you can change it to abbreviation for the second time. If I say the word "China Southern Airlines", some people will think of China Southern Airlines and some people will think of Nanjing University of Aeronautics and Astronautics. Therefore, in business communication, if you use letters or Chinese as abbreviations, you must say the full name first, then the abbreviation, otherwise it will cause misunderstanding to the other party.

There are two points to pay special attention to when introducing others:

1. Who is the introducer? According to the convention of social occasions, the introducer is usually the hostess. In international communication, there are generally three kinds of referees. The first is what we call professional counterparts. For example, if I ask a foreign professor to give lectures to students, I have an obligation to introduce him to the school leaders, because I am a professional counterpart with him, and I am a professional counterpart.

2. It is a public relations concierge, such as comrades from the Foreign Affairs Office, the director or secretary of the office, the entrusted reception escort, comrades from the reception office, etc. The third is the person with the highest status among the people present. This situation usually occurs when there are distinguished guests present. Etiquette pays attention to identity equivalence and needs the person with the highest position to act as an introducer.

Etiquette of using business cards There are two main points in using business cards in business communication:

First, you must have a business card.

In business communication, people without business cards will be considered as people without social status. If you can't get your business card, you may be suspected of your origin and motivation.

Second, a person who doesn't carry a business card with him shows disrespect to others.

Business cards should be carried with you. In many foreign companies, employees are very particular about where they put their business cards. Business cards are usually packed in a special business card bag and put in the pocket of a suit jacket. You can't put them casually. I once exchanged business cards with a lesbian. I handed her my business card, and she immediately opened the bag and found her business card. This bag is very expensive, but I can't find my business card. First I grabbed a bag of plum, then a bag of melon seeds, finally I took out half a sock, and finally I found the card case. That's it. It's a bad impression. Therefore, lesbian business cards should be placed in a fixed position in the briefcase and can be taken out as soon as you reach out.

There are three principles for the appearance and content of business cards:

1. Business cards are not allowed to be altered at will.

Some comrades are frugal. If the phone number changes, they will directly alter the business card, cross out the original number and write a new number. In international communication, business cards are like faces. Altering business cards will make people laugh.

Second, business cards do not provide personal phone numbers.

Foreign etiquette pays attention to protecting personal privacy and distinguishing between public and private. If you do business, you only provide the office phone number, neither the mobile phone number nor the private home phone number.

Three, business cards generally do not appear more than two titles.

"There are different learning styles and different occupations." The more titles there are on a business card, the more likely it is to be careless and deceptive. Many people with status and status will prepare several business cards and use different business cards when emphasizing their different identities to different contacts.