In the process of receiving guests, etiquette is the general name of etiquette, courtesy, etiquette and ceremony. The reception staff's gfd is very important for shaping a good corporate image and laying a foundation for further in-depth communication. Let's share the process of receiving guests.
The process of receiving guests 1 the basic process of reception work
1, know the basic situation of the guests.
When you receive a notice from a guest, you should first understand the guest's unit, name, gender, nationality, occupation, level and number of people. Secondly, we should grasp the guests' intentions, understand their purposes and requirements, and their plans for accommodation and schedule. Thirdly, it is necessary to know the arrival date, train number, flight and arrival time of the guests, and then report the above situation to the competent person in time, and notify the relevant departments and personnel to make all the preparations for the reception.
Step 2 determine the welcome specifications
Arrange the reception staff according to the principle of identity equivalence. For more important guests, people with equivalent status and professional counterparts should be arranged to see them off; According to the special needs or degree of relationship, people with higher status than guests can arrange exceptional reception. For ordinary guests, people who know manners, are polite and speak fluently can be received in the public relations department.
3, decorate the reception environment
A good environment is a sign of respect and courtesy to guests. The environment of the reception room should be bright, quiet, neat and elegant, equipped with sofa, coffee table, clothes rack and telephone for receiving guests, talking and communicating. Indoor should be decorated with some flower bonsai, calligraphy and painting to increase the elegant atmosphere. You can also place several newspapers and publicity materials about your company for your guests to browse.
Step 4 get ready for the guests
Contact with administrative or public transport departments to arrange welcome vehicles on time; Prepare rooms and meals for guests in advance; If you are unfamiliar with the guests you want to welcome, you need to prepare a welcome card, which says "Welcome Mr. (Ms.)" and the name of your company; Flowers can also be prepared if necessary.
Etiquette of reception, work and dining appointment
Reservation is a very important link in the etiquette of business western food, and it is also the basis of business banquet. Only by arranging time steadily and making full preparations can we be invincible in our career. Below we will explain in detail how to invite guests to a business banquet as inviters.
Reservation restaurant
When booking a restaurant, you should first choose the right restaurant. The environment of the restaurant should be suitable for business talks, so the noise in the restaurant should not be too loud, otherwise it will not only affect your conversation with the guests, but also affect people's mood. After choosing a restaurant, you can reserve seats in the restaurant by phone. It is best to book two dates at the same time, which are Tuesday and Thursday of the same week.
The advantage of booking two dates at the same time is that you can reserve more flexible space. Maybe your guests haven't set a time yet, or you need to meet two guests. In order not to delay your business activities, it is the best choice to book two dates at the same time.
Make a guest list
If you have a series of guests who need to be invited recently, you can list their names in order from the most important to the least important, and then mark the reasons for your invitation, so that you can communicate accurately when you call.
Telephone reservation
When making an appointment by telephone, you can start with the least important guest. The purpose of this is to let you practice and accumulate experience in the process of making an appointment and avoid making mistakes when making an appointment with the most important guests by phone. Of course, it is quite normal for guests to refuse your invitation. You can tell the guest that you will call again later to make an appointment. Never ask the other person why he didn't accept your invitation.
It is best to make an appointment by phone a few days in advance, preferably near noon in the morning, because most people are thinking about what to eat for lunch at that time, and it is easier to accept your invitation subconsciously. When making an appointment, be sure to specify the address of the restaurant, the contact number of the restaurant and your personal contact number, so as to avoid the guests being unfamiliar with the restaurant and unable to find a place, so try to choose a restaurant near the guest's office.
Written appointment
If you invite a very important guest, you need to send the official invitation letter to the guest's office by express service after making an appointment by telephone to show respect for the other party and facilitate the guest to find the meeting place. Even if there is no invitation, send a formal email invitation by email.
The process of receiving guests 2 1, prepare in advance
Front desk preparation: tell the company what kind of customers will come at the front desk in a specific time period, so that the front desk can predict in advance and do a good job of reception.
Meeting room preparation: book and arrange the meeting room in advance, which can be arranged in advance according to the nature of the visit to make the visitors feel cordial.
Preparation of reception staff: For those who need to be received by other personnel of the company, it is necessary to inform relevant personnel in advance and put forward reception requirements (clothing, words, etc.). ). It is suggested that before important customers visit, relevant reception staff need to hold a meeting to improve the reception process.
2, reception for three times
Come and say hello; Ask and answer; Go deliver the food.
3. Warmly receive five newcomers
First, people come-for the visit of important customers, the receptionist should take the initiative to go downstairs to receive.
B, eye-to-eye, look at each other's eyes, don't look at each other and waver. Be friendly when looking at each other, and look straight at each other.
C, hand to-at the reception, take the initiative to reach out and shake hands with visiting guests. Make sure to shake hands properly. When shaking hands, look at each other, not at other people or things.
D, mouth to mouth-speak Mandarin, which is the embodiment of civilization.
E. concentration-show friendliness and enthusiasm, and don't think about other unfinished work when receiving customers, so that customers feel that you are absent-minded, which is very disrespectful to each other.
4. Guide the guests upstairs
When guiding guests upstairs, guests should be allowed to walk in front and receptionists should walk behind. If you go downstairs, the receptionist should walk in front and the guests should walk behind. When going up and down the stairs, the receptionist should pay attention to the safety of the guests.
5. Take the initiative to show customers around.
After receiving visitors, the visited unit should take the initiative to guide visitors to visit their own company and let them know the basic situation of the visited unit, which is more conducive to the establishment of friendly relations.
basic requirement
1. Learn about customers, including their detailed contact information, company background, company strength, business status, business scope, purpose of customers' visit and main interests. It also includes the shareholding structure, operating conditions, technical level and assets and liabilities of foreign companies in the past three years.
2. Learn more about the details of foreign negotiators, including their age, educational background, hobbies, physical health, positions in foreign companies, achievements in business resumes, and excitement about investment projects.
3. Investigate the nature of the customer: Before the customer comes, you need to make some evaluation on the customer. Where are you from? Is it retail or wholesale? What is the content of the website? For which products? Where is the regional market and so on.
4, understand the religious problems of the guests, easy to receive. Learn more about the guests' national customs and preferences, pay attention to details, and learn as much as possible about their own city culture and attractions. Of course, they should know more about their own culture. Guests should know at least a little when asking questions, and don't ask questions.
These can win the respect of your guests. Not only at work, but also in other aspects.
The process of receiving guests 3 1. When customers enter the store, the front desk staff should stand up and smile and say, "XXX is at your service!" " Ask if this is your first time to go to the store or if you are already a member.
2. If a member customer arrives at the store, the front desk staff should accurately remember the customer's last name, call him "Mr./Ms. XX" and ask what stage the conditioning or beauty treatment has entered.
Arrange a health conditioner to serve customers. After conditioning, you need to take photos and keep the health information of customers. After getting familiar with customers, ask customers if they can disclose their conditioning information and photos.
3. For customers who come to the store for conditioning for the first time, please fill in the experience registration form. The form must be simple, or new customers will be impatient.
4. Introduce commodities, packaging cards, etc. Give it to customers who are recuperating or beautifying for the first time in the store. We must be enthusiastic and patient, and consider their psychology from the customer's point of view, which can satisfy them.
5. After the customer chooses, introduce the contraindications and some possible improvement reactions to the customer, and then the professional conditioner or beautician will lead the customer to experience.
6. At the peak of the store, lead customers to the lobby to have a rest, prepare a cup of warm water, or prepare a pot of scented tea in the store.
At the same time, chat with customers about family affairs, ask customers when to eat and so on. Mainly in order to close the distance between customers and service personnel and let them put down their guard.