1. First-time customers (meet customer expectations), Class D customers.

2. Change the card-when you buy according to the expert design plan at the time of initial purchase, you can't pay all the money because you don't have enough money or trust. You can pay part of the money first, and then pay off all the money within the specified time (within two months), class C customers. (Satisfy one's inner expectations)

3. renew the card-the old member customers buy it again, or partially accept the four-dimensional health care of meridians, which belongs to class B customers. (Satisfy customers' wishes)

4, the annual health plan-accept the meridian four-dimensional health management, make an appointment to recuperate every year. (refresh identity)

Second, the unique three refreshing feeling links in conditioning

1, refresh the customer service experience-this link is mainly to solve two problems of customers.

One is to find and confirm his self-reported symptoms, physical examination and expert diagnosis symptoms on him when making an appointment, and give a professional explanation, so that customer service, physical examination, expert diagnosis and conditioning are consistent;

The other is to find his new pain points and pave the way for the future.

2. Refreshing the pain points of customers-In this link, the same industry is generally concerned about whether the process is standardized, and when we follow the process, we must focus on highlighting the pain points of customers through professional knowledge and skills to improve the conditioning effect and refresh the conditioning feeling.

3. Refresh the customer's psychological feelings-there are three things to do in this link.

When chatting, I speak Chinese medicine professional knowledge in many Chinese medicine languages;

Second, talk about cases as much as possible;

After getting to know the customer, explain to him the health care plan suitable for his lifestyle and physical condition.

Third, the reception process of new customers

Before conditioning

1, entertainment preparation before conditioning:

Go to the front desk before the morning meeting to see how many customers are arranged today, and come at any time, and adjust the time to prevent the collision.

2. Preparation of articles before conditioning:

Old customers check whether the designated conditioning room is clean according to the appointment time and the arrival time of new customers, and prepare spare items such as conditioning clothes, sheets and slippers.

3. Customer information collection before conditioning:

Before the new client recuperates, take a look at the appointment symptoms recorded in the appointment book. After the expert designs the scheme, the customer service will lead him to the expert room to listen to the expert's explanation of the conditioning scheme, and then take the customer to the room to change the conditioning suit. The recuperator will wait at the door, and then look at the physical observation list, expert diagnosis and treatment list and conditioning plan in detail.

Conditioning (using the conditioner's eight-way)

1) Identify pain points and expert solutions:

Knock on the door and introduce yourself: "hello, sir (miss)!" I am the traditional Chinese medicine X therapist who recuperated you today. According to the physical examination and expert diagnosis, your symptoms are-the expert's conditioning plan is-the project I gave you today is X, which will take _ _ hours, and now it ends from _ _ to _ _.

2) Check the disease: check the disease, confirm the pain points and find new pain points.

This is a plan that the recuperator should echo with the experts, so that customers can truly feel the existence of the problems diagnosed by the experts through palpation, and use the methods of acupoint diagnosis and meridian differentiation. The pain point here is not only the painful part of the body, but also some positive reaction points on the body. For example, according to the expert's dialectics, stomach fire is flourishing, there must be a positive reaction site on his stomach meridian, and bad breath has an odor. These are the general names of pain points.

This is the first key link of conditioning, which is called refreshing the "pain point feeling" of customers. In this link, we mainly solve two problems of customers. One is to find and confirm his self-reported symptoms, physical examination and expert diagnosis symptoms on him when making an appointment, and give a professional explanation to make customer service, physical examination, expert diagnosis and conditioning consistent; The other is to find his new pain points and pave the way for the future.

3) Strengthen the pain point: strengthen the technique, strengthen the time, and increase the number of items and times.

Manipulation strengthening is not about how much effort is needed, but how to deal with pain points. For example, if the neck and shoulders are uncomfortable, you have to choose some acupoints and meridians for the neck and shoulders, such as the small intestine meridian, Houxi acupoint and Tianzong.

Strengthening time is also the idea of "whole body conditioning and concentration" that we have always emphasized.

Increasing the number of projects and time means that we should make a good plan for customer conditions. Let the customer know what conditioning scheme and course of treatment are needed to recuperate the body.

This is the second key link in conditioning, which is called refreshing customers' "sense of service". In this link, the same industry is generally concerned about whether the process is standardized, and when we follow the process, we must focus on the pain points of customers through professional knowledge and skills to improve the conditioning effect and refresh the service experience.

4) Effective communication: understand customers (family, work), self-mold, and plan the conditioning plan.

What needs to be emphasized here is not to be too straightforward when understanding the customer's situation, but to find some guiding methods for him to say it himself.

Self-shaping includes: shaping the company's professionalism, authority and Chinese medicine culture; Shaping one's professional quality, growth background and experience.

To understand the specific situation of customers and let them know their professional ability, it is necessary to start planning the conditioning scheme for customers again, explain the principle of expert design conditioning scheme to customers in detail, and insist on the benefits that conditioning can bring to him.

This is the third key link to adjust and refresh customers' "psychological feelings". There are three points to be done in this link: first, speak Chinese medicine professional knowledge in a large number of Chinese medicine languages when chatting; Second, talk about cases as much as possible; After getting to know the customer, explain to him the health care plan suitable for his lifestyle and physical condition.

5) Effect: Accurate understanding of the disease and proper manipulation (comparative effect). To make customers feel effective, we must do two things well. One is to do a good job, which is the basic requirement for the conditioning division, so that customers can feel the changes after each conditioning; The other is to ask questions and speak in place.

6) Health Suggestions: Precautions and Taboos after service,

7) Four-dimensional health care management explanation and annual appointment plan: Taijingtang is the first meridian health care institution in China. Every customer who comes here will design a comprehensive and systematic health care plan according to the four-dimensional health care management of meridians. The first dimension is to let you live a healthy life through the top ten classic projects, the second dimension is to let you live a healthy life full of qi and blood through the eight methods of Guiling, the third dimension is to let you live a high-quality healthy life through the breast enhancement of meridians (nourishing yin and tonifying kidney, prolonging the life with three highs), and the fourth dimension is to let you live a healthy life. According to the four-dimensional health care management standard, the conditioning mode is to do two stunt projects that can lead a healthy life every week, do the eight methods of Guiling that make people full of qi and blood, and do the beauty of meridians that can lead a high-quality life (nourishing yin and tonifying kidney, three highs and longevity).

8) Third-hand reminder

After conditioning

1) Go to the front desk to make an appointment for the next conditioning time and fill it in the appointment book.

2) tidy up the room.

3) Customer's follow-up on the same day:

If you become a member-send a message to the customer after work to congratulate him on becoming a member of Taijingtang, we will wholeheartedly think of you and remind you of the precautions, such as not taking a shower, it is normal to feel pain, and so on.

If you don't become a member-if you want to continue to follow up, you have to follow up for a period of time, not just sending a message at night, but also following up several times in the future, which is often necessary. If we often greet him and give him health knowledge, maybe one day he will become our customer, even if he has no spending power, he will have a good reputation.

4) Fill in health records

Precautions for filing documents:

Archiving is an important step to establish a trust relationship with customers, and it is also a change in the thinking of the conditioning division, which is very helpful to improve the skills of the conditioning division. Long-term and serious file filling can sum up many effective conditioning methods and experiences. File filling is also a record of the reaction to the physical changes of customers, which is very helpful for tracking the curative effect of customers.

File filing specification:

First time customer

Time. . . . ? Project. . . . .

1: Customer source? Card project.

2: Why did you come? (Problem the customer wants to solve)

3. Pain points in the physical examination room? Expert pain points (how to analyze four diagnoses)

4. The problem of centralized conditioning (Taijingtang mainly solves the problem at this stage)

5. Expert plan and course analysis

6. Special services of the first air-conditioning project

7. Confirm the pain points in the conditioning process (communicate with the customer, and the customer feels the corresponding expert diagnosis)

8: Have you found any new pain points (what pain points have you confirmed with customers)?

9. After adjusting the customer's feelings for the first time.

10: customer question and answer (effect)

1 1: Make an appointment for the next time (time project coordinator)

Name of conditioner _ _

After-sales customer

Time _ _ Project _ _

1: whether to come at the appointed time (reason)

2. Whether it is implemented according to the expert plan.

A. Has the scheme conditionality been improved, and what effect do you hope to achieve?

B, what are the new pain points, how to match the emergency symptoms, and why do you want to make this temporary plan?

3. Problems found in this conditioning and customers' feelings (and confirm with customers whether the feelings of communicators have been improved last time). Is there any special service for customers to answer questions after this conditioning?

4. In view of the new pain points discovered this time, communicate with experts whether to adjust the next conditioning plan.

5: Next time (time, project, air conditioning)

Name of conditioner _ _

Four, new members, new customers-do a good job of efficacy guidance, program planning, complete the card upgrade.

Member customers refer to customers who have just applied for a small membership card or pre-applied membership card and have the potential to upgrade or replenish their cards.

Such a customer conditioner should guide the curative effect and plan the scheme, and strive to complete the card upgrade or replacement in the shortest time. It should be completed within 2-5 times. The longer this customer drags on, the worse it will be for upgrading or replenishing the card.

Coordinator's strategy of assisting card upgrade or replacement;

1, the recuperator constantly emphasizes the three-step conditioning planning of meridian period, symptomatic treatment period and curative effect consolidation period, so that customers can know how much it costs to complete the conditioning of physical problems from a professional perspective! ! Complete card upgrade or replacement.

2. Let customers feel the clear effect.

Let the customer feel the exact effect, which is the easiest way to dispel the customer's doubts, let him see the hope of improving his health and promote the upgrade or replacement of the card.

3, just right to follow up.

Regulators should not only have hard power with high professional level and soft power of being good at communication, but also have skillful strength in using the company platform. Appropriate follow-up means that after two or three times, if the customer does not have a clear feeling, some physical problems will not have a clear feeling (such as a bad cold, heavy humidity, strong anger, etc.). ). At this time, take it to the expert for follow-up, and the expert will say, "Well, the liver fire has dropped a lot, and the pulse condition is much better." This is also a good way for customers to see the effect. The clever strength here is to affirm the effect of conditioner, replenish the card or upgrade it with the help of expert authority. We will not just wait for customers to ask questions, feel new discomfort or add items, and then return to the clinic. This is what everyone says, "It's as easy as blowing off dust."

4. Quickly build relationships with customers.

The health management of the company not only pays attention to the health of customers, but also pays attention to the psychology of customers. An excellent therapist should have the ability of psychological consultation, and listening is a good way. Of course, listening is just a small way to build feelings with customers. In order to complete the establishment of feelings with customers, therapists should constantly learn, experience and practice the company's core values-true love. In the process of conditioning customers, communicate with him with a heart of "kindness, sadness, joy and abandonment" and give him conditioning. This kind of energy is great. (about true love, I won't go into details here. I hope that the conditioner must be practiced-be a customer with true love. )

5. Old customers-instill the concept of maintenance and generate continuous consumption.

Old customers refer to customers who have upgraded or replenished their cards (also completed the card upgrade) and need to rely on continuous consumption to renew their cards.

The recuperator should have an understanding that many clients don't come much after working for a while, and they don't come much when they are in good health. There are many reasons for this problem. But convalescents must pay attention: we pay too much attention to "pain points" and "symptoms" Imagine that if we keep paying attention to our customers' physical problems, they have to think, "What should I do now?" Or "you found my pain point, yes, but I have adjusted it so many times without it!" What am I still doing? "When the customer has such an idea (which we instill in the customer to a certain extent), he will refuse your invitation for various reasons." I'm on a business trip recently, I'm busy, I'm in a meeting, I can't answer the phone and so on. "For customers who are not well conditioned, we have to admit that there are still many problems that we can't do besides strengthening technology. So what should we do?

At this time, it is necessary to change the focus, guide customers to realize the benefits of TCM health preservation and long-term maintenance, and repeatedly explain the concept of four-dimensional health management of meridians to customers. Let customers focus on this (that is, part of tapping customers' desires, as mentioned above). This is complementary to and not contradictory to the "pain point" found by the conditioner to solve the "pain point".

Focus on the "pain point"-find out the reason of the transaction and complete the card upgrade or replacement.

Focus on "health care"-cultivate customers' health care habits, generate continuous consumption, and renew cards well.