Preparation of telephone etiquette at the front desk of beauty salon;
1, the person who answers the phone had better choose a beautician who has a sweet and soft voice and is familiar with the beauty salon business, because the time of the calling customers is precious, and some customers must be familiar with the business and know the situation in our hospital. For example, we need to know the situation, service items, prices, service items, etc. The beautician in our hospital can handle all kinds of questions raised by customers freely;
2, mentality: You can try to listen to the voice on the phone, can you hear it? Smile? This feeling?
Pick up the phone after ringing twice. It should not be too early, so as not to affect everyone's opening atmosphere because customers are unprepared.
4. Necessary preparation: beautician's schedule, pen and client file?
On the phone:
1, answer the phone and say hello: hello! Good morning! Happy holidays! ?
2. Leave some space, slowly announce the name of the store and your own name, don't worry, let the customers hear clearly.
3. Confirm the identity of the other party, such as: Are you Miss Zhang who is coming for facial treatment this afternoon? Or: You are Miss Li. You were here last month.
4. Listen carefully, remember carefully, think it over before you speak, and don't say too many ambiguous words. In particular, record the customer's name, service items, appointment time and beautician. Because the length of nursing time is different and the number of beauticians is different, we should pay attention to accurately grasp the length of service process when arranging appointments, and it is better to set more time.
5. Repeat important things and phone numbers.
6. Confirm the call time and appointment time to the customer (mostly within 20 minutes).
7. Thank you. Don't hang up until the customer hangs up.
Telephone answering method
(1) Initial15s
After the phone rings twice, the first 15 second of answering the phone is the most important. If you can't impress the other party quickly and effectively, the other party may rudely interrupt the call or start thinking about whether it is worth listening to. Therefore, in this 15 second, the voice of answering the phone must be lively, sweet and polite, especially feminine.
(2) One of the most common mistakes in answering the phone is lying.
In order to promote your business, you inadvertently exaggerated the advantages and advantages of your beauty salon, and once you said it, you were water under the bridge, so you had to bite the bullet and lie, and the final result was of course failure. Sales work is down-to-earth work, and lying and bragging are all incompetent performances. Therefore, we must do a lot of customer data sorting and market dynamic analysis, do a good job of positioning and finding the right target. On this basis, we must seek truth from facts, win the trust of people with an honest attitude and promote sales.
(3) the price factor.
Price is often one of the most concerned issues for guests, but price is not the most important factor. Only incompetent telephone reception will take price reduction as the only means of sales progress. The duty of the telephone receptionist is to explain to the other party all the value of the services provided by our hospital to the guests, so that she can know how much she can spend on what kind of services, and then make a deal. The customer is not sure what she wants to buy. The responsibility of the telephone receptionist is to communicate and let her know that the money is well spent. In addition, when quoting, try to quote high-priced products and main products first, unless the other party puts forward restrictive requirements such as price ceiling first. For the customer's inquiry, we can say: We have professionals to do free physical or facial examination for you. Our beauty salon has high, middle and low grades, but the high-priced ones may not be suitable for you. You must check your current physical condition and needs.
(4) The benefits of the product are the same as the price.
The benefits of the product are also explained by telephone reception. In telephone consultation, don't simply explain every detail of the course of treatment like a guest. Guests can't see these characteristics on the phone, but they can emphasize the benefits that can be obtained by using products or doing treatment, and only the benefits can be imagined. Like what? You must be very busy at work. Our slimming course will let you experience the process from fat to thin on site. Very interesting. Many guests, like you, only accepted partial sculpture at that time, but after two or three times, the effect was remarkable, which made them turn to full-body sculpture. It's amazing. The spokesman of our slimming method is * *, and many stars have the devil's figure like this? Counselors can reassure guests and eliminate doubts by emphasizing the benefits and benefits of treatment and giving examples.
(5) Language wording.
In telephone consultation, try to avoid using too professional terms, use more common words, even words familiar to the other party, use some positive, vivid, confident and novel words appropriately to show your confidence in your beauty salon, describe the facilities and services of the beauty salon in colorful languages, and increase the perceptual knowledge of the guests, but avoid exaggerating and lying. You can also grasp each other's psychology in conversation and use some concerned words or words appropriately. My suggestion is that you can enjoy all the services you need in our hospital without spending too much money, and also save you some unnecessary expenses. ? Used from time to time throughout the conversation? What about you? 、? Thank you? Such words, in order to have recourse to encourage the other party to go to our hospital immediately.
(6) classification of interests.
Successful sales are not built on the basis of life and death, but on the basis of you winning and I losing, giving the other party some benefits, such as telling her about our recent promotion and the recent free clinic? All these help the consultant to catch the attention of the guest and inspire her to gain further motivation, thus bringing the consultant opportunities for sales promotion. The dean will also specially integrate some gift-giving projects, so that when the consultant bargains with the guests, these projects can become tools for the beauty salon to make concessions, give the guests face and give them a feeling of winning.
(7) confirm.
Once an oral agreement is reached, it must be confirmed before ending the conversation. Confirm the arrival time and route of the store, make records and do an accurate reception. Please use the confirmation time? Choose between two? Law.
After the call:
1. Communicate with beauticians about the list of recent clients, and hand over some details revealed by clients on the phone. Appointed beauticians should be allocated reasonably and strive for fairness.
2. In order to avoid the customer's non-appointment, we should contact the customer by phone or SMS one and a half hours in advance, indicating that the beauty salon not only attaches importance to the customer, but also reminds her/them to receive the service on time to ensure the smooth and punctual service in the future. If the client is really late, he should explain it euphemistically and remind her to keep the appointment on time next time.
Standard etiquette of beauty salon personnel 1, standing posture:
1 beautician's standing posture: heels together, toes apart 45? 60? ; With a natural smile; Raise your head, chest, abdomen and hips; Hold your left hand and put your right hand flat in front of your abdomen to welcome you, and put your hands behind your back to say goodbye.
② Standing posture of beauty consultant: standing with both feet in a T-step; With a natural smile; Raise your head, chest, abdomen and hips; The left hand button and the right hand are placed flat in front of the abdomen to show welcome, and the hands are overlapped on the back to show goodbye.
2. Sitting posture:
Sit lightly; Hips can't occupy half of the stool. Put your hands down behind the skirt, put your knees together, tilt your toes to the ground and lean forward 15? Look at each other with a natural smile, buckle your left hand and lay your right hand flat on the other side of your thigh)
3. Walking posture:
With a natural smile, feet 1 1 step (toes are equidistant from heels, toes touch the ground, heels are behind); The arm swings 30 degrees naturally, and the shoulders are balanced and equidistant; Walk easily.
4. Courtesy: 15? 、45? 、90? Third action.
15? Bowing ceremony? 2 meters away, (mainly to let the other person feel that we are smiling, nodding and greeting him)
45? Bowing ceremony? 1.5m to 2m, (mainly used in hotels and beauty salons)
90? Bow instrument? 75cm to1.5m; (usually used by subordinates, elders and people they respect, on some occasions)
5, hug ceremony: a warm welcome to customers (for customers who are already familiar with it, some customers don't like this way, so be careful)