1. Get the name and phone number of the potential customer.
2. Polite requests and invitations
3. Repeat the name of the potential customer.
4. Use the existing member recommendation list.
5, put forward the interests and benefits
6. Send an invitation.
7. The appointment was successful.
How to call a potential customer for the first time:
Step 1: Hello, Mr. Li. Sorry to bother you.
Step 2: I'm Chen xx from xx Fitness Club.
Step 3: Now is it convenient for you to let me take some time to explain it to you?
Step 4: Mr. Li, your friend Mr. Wang xx recommended you to join our fitness club.
Step 5: Mr. Wang said that you are interested in fitness activities and have plans to exercise. How many times a week do you usually go to the club to exercise?
Step 6: I believe you know a lot about fitness. I'd like to invite you to visit our health club. I can give you free fitness test coupons, and you can use all our fitness facilities and shower equipment.
Step 7: I only need about three minutes to introduce all the club facilities to you for your convenience.
Step 8: As many people come to our club for fitness and sightseeing, I'd like to make an appointment for you first, so as not to keep you waiting. When are you free? Will seven o'clock this Wednesday evening be convenient?
The reservation was successful: OK, I'll see you then. My name is Wang xx, and I will wait for you at the club at seven on Wednesday evening.
Another time: Well, are you free at seven o'clock on Thursday evening?
Procedures and skills of reception service in member department
The member department is responsible for the club's member sales, activity promotion and customer service. In all departments of the club, it is the department that has the most contact with the outside world and customers. Therefore, every employee of the member department is required to strictly abide by the reception service process and regulations of the member department in the process of treating people, communicating with customers and promoting membership.
First, the skills of telephone conversation
Telephone conversation is one of the most important ways for the member department to communicate with members, customers and club departments. Mastering telephone communication skills will promote member sales, member service and inter-departmental cooperation. Tone is very important in telephone conversation, the voice should be smiling, the speed of sound should be slow and the timbre should be sweet.
1. When the phone rings, you should answer it within three times. Greeting language can be:
Good morning/afternoon/evening, Marketing Department.
Good morning/afternoon/evening, Marketing Department. Can I help you?
2. If it is a phone call between departments, after greeting, ask the other department and the other party's name, and the other party will repeat the greeting after telling the identity. If you know the other person's position, you'd better add the title of the position. For example, if the other party informs you that you are Mr./Ms. XX from the club, you should immediately repeat your greetings: Hello, Mr./Ms. XX.
3. If the other party wants to talk to the staff and colleagues in the member department, he should ask the other party to wait for a while first, and then confirm whether the staff and colleagues he is looking for are in the office:
A. If you are in the office, you should tell the other party, "Please wait a moment, put down the phone gently, and go to the employee the other party is looking for and let him answer the phone. Don't shout in the office. After answering the phone, make a good record of the phone call, and remember not to sell by phone, let alone quote the membership price by phone:
(1) If it is the phone number of a guest who is scheduled to visit the club, confirm the arrival time and number of guests, and notify the relevant departments in detail;
(2) Familiar guests should come to the club to participate in activities, and make records (time, number of people, activity content, estimated activity time);
(3) If you are consulting the service items of the club for the guests, you should try to invite the guests to visit the club first, and then introduce the club in detail. If you have unclear questions, you should transfer them to other colleagues or departments in time.
B. If the colleague who wants to talk to the other party is temporarily out of the office, say "I'm sorry" to the other party, and ask the other party to leave a message, phone number and reason, inform the colleague in time after he returns, and confirm the message and phone number before the call ends. For example:
(1) Sorry, she (he) is not at her desk now. Is it convenient for you to leave a message? I'll give it to you when she (he) comes back.
May I repeat your phone number?
I'm sure she will contact you as soon as she comes back.
Second, members, guests reception, reception procedures and requirements between departments.
1. Call in advance to confirm the specific time, number and personnel list of the guests. Arrive at the appointed place with the guests ten minutes in advance, pay attention to the specifications of gfd, and stand in a good position to wait for the guests.
When the guests arrive, they should greet each other warmly and address each other by their surnames, such as: hello, Mr./Ms. XX. Shake hands with guests, or hand in your business card and introduce yourself (this only applies to the first contact with guests). For familiar guests, we should call them by their surnames to show respect and attention.
3. When leading the guests to visit the club, they should inform the relevant departments in advance to get ready. Generally speaking, you should walk in front of the guests and open and close the door for them. To enter the elevator, you must hold down the button first and invite the guests in first. When getting out of the elevator, hold down the button and let the guests get out first.
4. The reception between departments should be polite. Greet each other with a smile and address them by their surnames and positions. If you meet a senior, you should use your first and last names, such as hello, manager XX. Employees can call each other by their first names, such as hello, XX.
5. If other departments of the club need the cooperation and help of the member department, they should cooperate actively and perfectly.
If you need member training materials, please send them to your mailbox (private message).