Customer reception process, words, service industry, customer experience is very important. Many times, sales will determine whether customers will come back next time. Let's share with you the customer reception process and words.

Customer reception process and 1 beauty consultant reception process 1. Welcome and guide the way.

(1) member consultants wear work clothes every day and apply light makeup according to the morning and evening shifts to work. After the gfd bid, he punched in and put five business cards neatly in his work clothes pocket. The top consultant sat in the first seat designated by the front desk with a smile and big eyes.

When the hostess led the guests into the gate, all the consultants stood up and said in unison, "Good morning/good noon/good afternoon/good evening, welcome!"

② The top consultant immediately greeted the guests with a smile, extended his left/right hand (looking at the direction of the consultant or the designated meeting place) and said, "This way, please". Guidance mode (right hand folded 45 degrees from waist, palm of five fingers upward)

(3) Take the guest to the consultant room (guide the guest to two chairs facing the door), and the consultant will quickly pull the chair and ask the guest to sit down. Top consultants will introduce themselves with a smile, hand in business cards and ask the guest's last name.

Reception process of beauty consultant II. Seats and self-introduction

Consultant: "Hello! I am a consultant of XXX beauty SPA club. My name is XXX. May I know your name? "

Guest: "Your name is Wang".

Beauty consultant 3 reception process. Tea service (tea service can be assisted by the welcome or the first card, the second card and the beautician)

Consultant: "Miss Wang, we will provide all the cold water, warm water, XX and other drinks carefully prepared for members free of charge. Which one do you need?

Guest: "XX Tea Bar"

Consultant: "This is the XX tea you need, please enjoy it!" "(See the photo standard at the top right of the guests who put the table gently. The palm is 45 degrees upward, which means nature. Sitting posture: At this time, the consultant sits down, leans forward slightly, keeps a 45-degree inclination with the guests, smiles and crosses his legs.

When you are indifferent to the guests, you can sit in two-thirds of the chairs, tuck in your abdomen and hold out your chest, sincerely look at the position between the eyebrows of the customers, and be generous, enthusiastic and polite when you are indifferent. Put your hands on the table naturally, and your eyes reveal sincere and kind eyes. Don't wander. )

Beauty consultant 4 reception process. Ask the guest's source media.

Consultant: "Miss Wang, is it your first time to come to XXX beauty SPA today?" Did you see an advertisement or was it introduced by a friend? (The consultant knows the source of the customer, the daily maintenance of the customer and all the relevant nursing history in which club and registers it in the new customer file registration card). Did you drive here or live near us? Are you busy today?

Note: 1. Club project consultation, life beauty, SPA, slimming, equipment, treatment and other aspects of guidance and exchange;

2. Leave the guest's detailed address and telephone number on the new guest information card;

Customer: "I was introduced by a friend. I am here to consult about nursing. "

Reception process of beauty consultant 5. Understand customer needs.

Customer: For example, do you mainly want to improve your face, figure and SPA? Today, or ... (ask according to the specific situation)

Beauty consultant reception process six. Introduce XXX beauty SPA club.

Consultant: "Miss Wang, XXX beauty SPA club is the largest in XX city, with the most elegant environment and unique technology. Gather international advanced high-tech beauty and body building equipment, take health as the leading factor, improve sub-health of human body, and realize health and beauty from the inside out. It is the first large-scale comprehensive club in Yinchuan.

(The consultant takes out the treatment book of the center member and points to the picture for a brief introduction. ) Among them are Dong Yantang beauty products, which make the skin perfect and beautiful through the combination of nourishment and therapy. Charlotte, Germany and Qianmei, England are original brands with SPA facilities, and the most distinctive feature is our characteristic technology.

Beauty consultant 7 reception process. Show the guests around.

Consultant: "Miss Wang, shall I show you around our environment and advanced equipment now, and then decide the project according to your needs?" (See standard for new visitors' visiting process)

Reception process of beauty consultant 8. After the visit, I went back to the consultant room to ask about my feelings and recommend projects.

Consultant: "Miss Wang, I just showed you around Jin Beibei Beauty Club. How do you feel? What projects are you interested in in in Jin Beibei? What kind of improvement do you need?

(lead the way back to the consulting room, ask the guests about their feelings and purpose after the visit, understand the needs of the guests during the visit, observe the interests of the guests throughout the visit, and make targeted suggestions. )

Customer reception process and speech 2 consultation link

1. Welcome guests: When customers come in, beauticians and receptionists should greet them with a smile and hands crossed on their bellies. "Hello, welcome. Beauty is in Cai Hua. This way, please." .

2. Manager reception: The manager should look at the customer face to face or at a 45-degree angle and introduce himself with a smile. "Hello, I'm Rebecca, the store manager. Welcome to visit. . . ? "

3. Manager: "Miss Yao, it's time for our store to celebrate the International Health and Beauty Culture Festival. Our store was nominated for the Beautiful Angel TV Contest. This is your first time here today. Let me show you around our environment and equipment first. Would you please try the standard service of 1.5 hours again?

4. Change customer service: bring the customer into the fitting room, put the customer's clothes in the locker, and tell the customer: "Miss Yao, you should put on the customer's clothes first, which is specially prepared for you and has been disinfected.

5. Introducing the beautician: After changing the customer service, the customer introduced the beautician to the beauty room and said, "Miss Yao, this is a very good beautician in our store. Her name is Ross Shuirun, and she is very popular with the old customers in the store. She will serve you today. You can call me directly if you need anything during the service. I'm Qin Wang, the manager, remember? .

6. Tell the beautician: "Miss Yao will be left to you. Take good care of her."

Second, the nursing link: feel the standard disassembly.

Don't talk about any product problems (except those asked by customers themselves), just talk about them.

1, serve tea:

Miss Yao, please have a cup of our special rose beauty tea first. It has a very good effect of nourishing the skin and detoxifying, especially before nursing. With our technology and products, your skin will achieve better results.

2. Relax the head, shoulders and neck (before massage)

Miss Yao! I'll give you a head, shoulder and neck massage first to relax you completely, and the nursing effect will be very good! It can keep acupuncture points unblocked, relieve muscle fatigue and help the skin absorb nutrients better.

3, cleansing:

Miss Yao! Now, let me clean your skin. This is our grape seed essence facial cleanser. Its cleaning power is very good, because it is wrapped in microcapsules, which can decompose impurities first and then wrap them out without staining the skin. At the same time, it contains silk, so there is no tension after cleansing. After cleansing, your skin is white, tender and smooth, which is the best for your skin!

4, conditioning:

Miss Yao! Now I'm going to make you a hydrating agent for stratum corneum, Rose Vitality Dew. It can fully replenish the moisture in stratum corneum, adjust the PH value of skin, activate the vitality of keratinocytes and absorb more nutrients. At the same time, rose essential oil extract is added here, and many guests apply it all over their bodies. When used as perfume, it tastes particularly good.

5, exfoliation:

Miss Yao! What I'm doing for you now is exfoliating, because as we get older, our skin will age and die.

Skin cells will attach to our skin, making our skin dull and nutrients can't penetrate well. Therefore, we need to remove the aging keratin attached to the skin surface, so that our skin can better absorb nutrients.

6, massage:

Miss Yao! I'm going to massage you now. Our massage products use stock solution, which is the essence of massage. They are pure plants, soluble in water, with very strong permeability, and can be completely absorbed by the skin without washing off.

At the same time, it is also a unique personalized control scheme, which is called one dose per person every season. You can completely relax when you massage. Our method is called 28-day sailing to change your facial massage technique, which is designed by combining the concepts of Chinese and western medicine.

First, it can regulate the sub-health of the body, second, it can promote the detoxification of lymph, and third, it can improve the direction of facial muscle texture. Sister, do you prefer light care or heavy care? If you think my strength is not suitable, please tell me in time, so that I can adjust the severity of the technology and serve you better!

Customer Reception Process and Speech 3 Sales Speech

1, reception in the store

Hello, dear, it's my pleasure to serve you. what can I do for you?

Honey, your favorite baby is in stock. Now there are activities everywhere in the venue, and there are also activities on xx. Please have a look. (Launching a special event)

2. Is there?

Dear, this baby you like is in stock, so you can take O(_)O~

Honey, I'm very sorry that this baby is out of stock. You can take a look at this. Both babies are of good quality, and the styles and prices are similar. . .

When will the goods be delivered?

Honey, I can arrange delivery for you within 42 hours after taking the photo.

4. What is express delivery?

Dear, the default is to send a big cloud express. Can you receive Dayun goods here? We can arrange for you to send EMS where Yunda can't reach you. EMS can be used all over the country, but EMS does not include postage. You need to pay the postage for 10 yuan (20 yuan if it is sent successfully).

5. When will it arrive?

Dear, in general, the goods can arrive about 3 days after Dayun's delivery. After you receive the goods, you can check them carefully. If there is any quality problem, it can be returned unconditionally within 7 days, and the postage is also borne by the outside. (Generally, the goods will arrive within two days after the wind, and the arrival time in remote areas will be delayed) (EMS usually arrives in 3-5 days, and it will arrive in remote areas in about 7 days)

6. Can you make it cheaper?

Dear, I'm very sorry, our pricing is already the lowest price, and there is no way to make any further concessions ~ ~ ~

7. Quality problems

Dear, we are genuine shopping malls, and the quality is guaranteed. You can take photos here with complete confidence. . .

8. Concluding remarks

Dear, thank you very much for your patronage. We will arrange delivery for you at the first time. Please wait patiently for the receipt. If you have any questions, please contact our customer service in time to handle it for you ~ ~ I wish you a happy shopping and add some expressions.

9. Return of goods

Honey, you can return the goods unconditionally within 7 days. We will bear the postage for the quality problem of your return order. If it is a non-quality problem, you will bear the postage for your return and the postage we send for your replacement.

10, postage.

Honey, I'm sorry. Postage is charged by the courier company. We just collect it, and we can't guarantee it for you ~ ~ ~

1 1, there is a difference between objects and pictures.

Dear, the pictures in our store are all taken in kind, without special PS processing, but there may be a little difference between pictures and pictures due to the influence of lighting during color shooting, but please rest assured that the difference is definitely small and basically the same.

12, what material?

Answer truthfully according to the baby's materials, and explain the product characteristics at the same time.

13, will it fade? Is it convenient to clean?

Honey, this is easy to clean. The first time you wash it, it will fade a little, just like we wash the dust off it, but it won't fade the second time. Oh, you can rest assured.

Moreover, the color of the baby will not change after washing (according to different materials, tell customers what to pay attention to when cleaning, such as duvets can only be dry-cleaned. )

14, what gift do you have?

Honey, we will give you a beautiful packaging box! (If there are any other gifts-let me know ~ ~ ~)