Reception process of decoration company
Customer reception process:
1, smile (smile is one of the most important factors to build affinity), and it is best to smile when saying every sentence;
2. Learn to nod (nod when meeting, nod frequently when communicating with customers, and nod when customers put forward different opinions)
3. Greet the customer warmly (say "hello" loudly) and greet all the family members of the customer present.
4. Shake hands with them (the hands must be clean, dry and clean, and the sweaty palms should be wiped off in time). Shaking hands is the first physical contact with customers, and physical contact can increase customers' trust in you.
5. Arrange them to sit down (pass them water)
6. Submit your business card (face up, name facing the customer) and introduce yourself (introduce yourself with confidence and learn to respect your professional ability).
7. Congratulations to them for coming to today's event site and joking with them (Congratulations to your family for coming to our event site today. We have several rounds of lucky draw today. Seeing that your family is very happy today, we are sure to have good luck today.
8. Pay attention to interaction with children or the elderly (children are in a bad mood, which may affect the time of adults in the venue; Old people are generally conservative, and only by getting them excited can we resolve the resistance to placing orders on the spot. For example, you say to your child, "You are dressed beautifully today. I think your whole family can win the grand prize today, don't you think?" Said to the old man, "Uncle, you look fine! How difficult it is! Today, you are sure to win the grand prize on our website. When you arrange a lucky draw, you must go up as a lucky draw guest and smoke your own home! "
9. Push the venue information to customers: This is the information of our activities. Please have a look at your family!
10. Introduce the company and learn to tell stories (prove the strength and service quality of the company through short stories).
1 1. Introduce yourself again and learn to tell your own story (highlight your professional ability by telling one or two cases of serving customers in the past, and let your professional ability conquer customers at the meeting site first).
12, get to know the customer's situation (be sure to make a good record, either in the customer file or in the notebook), and take the opportunity to praise the customer (the neighborhood where your new house is located is really good and the location is very good ... You really have a good eye! You really will seize the opportunity! ..... Your apartment is very nice, and the living room is spacious and bright ... You have a good eye! You really will seize the opportunity! ..... You have a good eye! You really will seize the opportunity! ), constantly suggesting that customers will seize the opportunity.
13. Invite customers to the site of the company or new house (causing the other party to agree to contact you first, and making customers feel that they will definitely find you in the future with implied psychology): It's really nice to meet you. Through our simple communication just now, I found that your idea is really advanced. You have a good idea to install a house. After our cooperation, you will realize your wish! More than 95% of the clients I have worked for recognize my ability and are satisfied with my service. I believe you will be satisfied in the end, and you will definitely introduce many customers to me! Seeing your good personality, you must be very popular. Therefore, after our cooperation, you will definitely introduce me to many high-quality new customers. There are many customers on site today, and the voice is relatively loud. Let me tell you something. Later, we will give a 1-2-hour "home decoration lecture". Your whole family will come, and my professional account manager and I will communicate your family's plans together. Only through full communication can we come up with a good plan. We will arrange a lecture on home decoration in the afternoon or evening the day after tomorrow. You can choose afternoon or evening, as long as it doesn't exceed 10. Don't you think so?
14, let the customer place an order (all orders are required, and you can't wait for the customer to say that I place an order! I really appreciate your family's trust in me. We really like our communication. Come on, I'll help you fill out an order for today's activity. Today, we have three reservation policies. I think it is better for you to choose A8 policy. This policy is very favorable, 3000=6500, and it is a negative risk order policy. We are the only company in Yancheng that implements the negative risk order policy. We can refund the deposit free of charge within 7 days, without asking any reason and without any risk. I don't think you will have any worries! Come on, I have written down the A8 order policy. This is our second-class coupon. You can keep the first-class ticket later, and the second-class ticket will be put in the lottery box later. When you just sat down, I felt that you were beaming today, and all the customers at our table were beaming today. I believe there will be many winners today! Come on, congratulations!
15. Urge customers to pay: After filling out the order, you should stand up immediately and guide customers to stand up. Give customers a hand or give them a push. Come on, children and parents place orders together and change them into red badges of our VIP customers. Come on! Don't leave your seat, let the field assistant take the customer to the cashier. )
16. interacting with other customers at the same table: this family is really nice and the children are really cute. They're all booked. What are you waiting for? We had a brief communication just now, and today's policy is too good. The negative risk order policy is unique in Yancheng, so don't worry, right? Come on, where's the order I just wrote for you? Let's place an order together! Your whole family is in high spirits today. I guarantee that you will win the prize. Believe me, if you don't win the lottery, please call me! Let's go!
17. When communicating with a group of customers, you should interact with other customers with your eyes and always smile.
18. When you are communicating with a group of customers and want to add another group of customers, you should first communicate with the customers behind, and then focus on the customers who communicate first. Don't ignore the later customers, and don't ignore the customers who communicated first. Learn to strike while the iron is hot!
19. Customers who have paid for the order should be used to guide customers who have not placed the order: after paying the money, customers will definitely return to their original seats. At this time, customers have hung up the red sign. When they see them coming to the negotiation table again, they should guide other customers: Look, they can participate in our order lottery soon. What are you waiting for? For red brands, today is a negative risk order policy. I believe their choice and vision are good. Don't hesitate to place an order and bring back gifts and prizes!
20. After the official start of the activity, it is necessary to mobilize the group customers to actively interact. The bill speaker should interact with the host or guest speaker to drive other customers. How to arouse the mood of group customers if the telephone clerk's expression is cold? It can be said that in the future, our group will actively interact with the host, and the more the host pays attention to which group, the luckier it will be!
2 1. When giving a formal speech, don't communicate with the customer, let the customer listen to the live speech. If customers are whispering, stop them: don't talk yet, watch the stage, and the host will give us time to communicate later.
22. If a customer pesters this person to communicate the specific apartment type and decoration of his home, don't open the CAD, let alone the renderings, and don't pester the customer for too long. Leave the time for placing orders to other customers: We have specially studied the apartment type of your home, done space analysis, functional analysis and feng shui analysis, and have a full set of drawings and budgets, so you don't have to worry. The scene is too noisy today. Before we design the scheme, we should have a comprehensive understanding, including your family's occupation, living habits and personality. We plan the final decoration effect for life design, not for the house. People first, life first, high-quality life first, followed by the house. Therefore, regarding the specific decoration of your home, the topic you are worried about will be fully discussed when we talk about home improvement. I have to take care of most people in this group today, don't you think?
Further reading: reception etiquette at the front desk of decoration company
1, responsible for the reception of visiting customers (introduction, pouring water), consulting customers' visiting intentions, and registering customers' visits (filling in the customer visiting registration form).
2. Responsible for arranging the reception of designers for customers who come to consult and decorate. When introducing designers to customers, we should respect them.
3. Before arranging the reception work of the designer, the designer should fully grasp the existing work (the workload and work level of the designer, etc. ) and make reasonable arrangements.
4. Follow up the customers served by designers in time, urge designers to follow up and consult customers, and fill in the Intentional Customer Communication Record Form.
5. Follow-up visits to customers who have signed contracts with our company, understand customers' views on construction services, and report the follow-up records to the company manager in time.
6. Pay a telephone call back to the completed customers, pay a quarterly call back during the warranty period, fill in the after-sales service record of the completed customers, feed back the problems reflected by the customers to the company manager in time, and arrange the warranty and maintenance in time.
7, clean the office every day, tables and chairs neatly, arrange tea work, keep the office clean and tidy.
8. Be responsible for answering the front desk service hotline and transferring calls, and do a good job in telephone consultation. Seriously record important matters and convey them to relevant personnel, so as not to leak or delay.
9. For customers' telephone complaints, fill in the registration form in time, communicate with the manager at the first time, and summarize the customer complaint records to the administrative manager on a regular basis.
10, responsible for the receipt and distribution of express delivery, letters, mails, newspapers, etc. Responsible for the storage of office warehouse, and make the registration of goods in and out of the warehouse. Carefully check the problems found, solve them in time and fill in the gaps.
1 1, responsible for office secretarial, information, confidential and confidential work, and do a good job in collecting and sorting office files.
The layout of the conference room. Do a good job in pre-meeting preparation, meeting minutes and post-meeting content sorting, as well as some related logistics work that needs to be coordinated during the meeting.
13, the company's telephone, computer, printer, copier and other equipment, should promptly notify the maintenance personnel or suppliers for maintenance, to ensure the normal use of equipment.
14. Employees should make a registration form for going out and use company vehicles.
15, arrange employees' rest days in turn, and arrange monthly duty tables. Supervise the company's attendance punching, and make monthly attendance records. Make statistics on employees' public holidays and personal leave, report to the Finance Department, and be responsible for filing attendance data and leave application forms.
16. Assist in coordination among departments. Do a good job in recruitment, arrange employee interviews, and establish and improve employee personal files. Complete other tasks assigned by superiors in time.