Reception speech at the hairdressing front desk
First of all, welcome the guests
To show enthusiasm, after seeing the customer come in, if it is necessary to open the door yourself, help the customer open the door. Face the customer and say with a smile? Hello, please come in? If a customer lingers at the door for a long time, the receptionist should take the initiative to come forward and say hello? Hello, what can I do for you? .
Second, sit down.
After the customer enters the beauty salon, guide the customer to a fixed seat. Would you please sit down? Do you want coffee, water or tea? After that, we will provide the guests with the tea they need. Now many customers are more picky. Some customers don't like tea or coffee, so ask them what they need. Otherwise, the customer will not touch the tea after taking it. There are also some beauty salons that can make some beauty and health care scented tea. At this time, you can recommend it to customers to try. As long as customers sit down for tea, that's when we can communicate.
Third, service consultation.
After the customer sits down, there are three situations at this time:
1, old customer? Ask if there is an appointment, check the relevant appointment records, contact the designated beautician and take the customer to the designated nursing room. Hello, would you please come with me? .
2, new customers, ask what kind of care you want to do and send detailed information. When customers are interested, they can fill in the consultation form and related care done before for the reference of beauticians. The customer card should be filled out, and you can ask and answer questions to fill out the form. It is best not to give the card directly to the customer and let the customer fill it out by himself. Then recommend a set of reasonable references to the guests. What do you think of this set? ? Instead, introduce the relevant packages. Still interested in the set meal? I can give you a detailed introduction. .
3, pure consultation, this kind of customers are potential customers, interested, but may have to compare several beauty salons or compare prices before spending. Hello, what information do you want to consult? It is also a way of asking and answering questions. If the customer is interested, you can use the second customer.
Fourth, recommend beauticians.
? Hello! Can I have a beautician do it for you? Her beauty technique is very good, and the customer's response is also good. You can try. ?
Verb (abbreviation for verb) to see the guests off.
Ask about feelings? What do you think when you're done? Your skin looks very moist. Are you satisfied with today's beautician? Thank you for coming and look forward to your coming again? Is there anything else I can do for you? See the guests out and say goodbye with a smile.
Front desk related etiquette
(1) store etiquette
A. keep smiling anytime, anywhere.
B. be familiar with standard terms of service and customer dialogue skills.
C. under no circumstances should you quarrel with customers.
D. When customers have misunderstandings, they should first admit the mistakes and then politely explain the reasons.
E. We should sincerely accept customers' complaints, listen modestly and make improvements.
F. don't cheat customers.
G. If the customer's lost property is found, it should be immediately handed over to the store manager, and the time and place of discovery should be explained so that the customer can announce and claim it.
Be patient with customers and speak in a gentle and friendly tone.
First, when serving customers, we should carefully ask customers' needs and always pay attention to customers' emotional reactions. This is necessary.
Give appropriate comfort.
J. always praise, respect and care about customers.
K. Provide timely and proactive product and company introductions, and sincerely answer guests' inquiries.
When dealing with customers, keep a proper distance, don't make false promises, don't make any promises, and don't be too casual.
Remember the names of members, so that customers will feel highly valued.
Noun (abbreviation of noun) should still be polite to customers who come in after or near closing time, and should not be driven away or impatient. 0. Customers are always important, so we should receive customers first, and then manufacturers.
Page (abbreviation of page) If there are any unresolved problems, you should immediately report to the supervisor for assistance.
Q. Waiting for the customer's posture: straighten your waist, keep a smile on your face, and don't lie prone on the table.
(2) Clothing instrument:
A. don't put on makeup in the workplace.
B. Don't wear heavy makeup or extravagant or exaggerated jewelry.
C. don't put on makeup or change clothes in the guest area.
D. don't eat spicy food during work hours, so as not to cause bad breath.
(3) Speech:
A. avoid using anti-meditation.
B use technical terms correctly, too much or too little is not good.
C. don't directly criticize the mistakes of members.
D. don't yell at the members.
E. don't argue with members.
F don't criticize customers, colleagues, bosses and companies in private.
G. there shall be no words or deeds that criticize the company or damage its reputation.
H. colleagues don't quarrel or abuse each other.
(4) Attitude:
A. don't slouch in the shop. Deadpan or indifferent?
B. don't harass customers or show contempt at will.
C. don't be impatient and don't drive away customers.
D. You can watch or peek at customers.
E. don't be indifferent to customers who just look at it and don't buy it.
(5) behavior:
A. don't stare at customers.
B. don't point fingers at customers.
C. Don't disturb colleagues who are receiving customers for personal reasons.
D. don't chat with others while receiving customers.
E. Don't eat at the same time when receiving customers (indecent attitude, slurred speech).
F. don't shop in the store.
G. don't laugh loudly in the shop.
H. Don't talk loudly, talk in groups or whisper in the store.
First, don't read books, newspapers or magazines in the shop.
J. don't listen to the walkman in the shop.
K. don't chew gum in the shop.
Long working hours, not allowed to leave at will.
Mi (short for meter) does not receive relatives and friends during working hours (if you want to visit, you can say hello first, but you can't just talk about private affairs. When the guests come, let relatives and friends wait first.
Don't make personal calls. If you call or answer the phone with the permission of the supervisor, make a long story short.
0. Don't lie down or pose indecent.
Page (abbreviation of page) Don't play music (such as non-music tapes or religious tapes and broadcasts) beyond the regulations.
Q: Don't run fast in the store (except in an emergency).