Two: consultation. Room service: speech:? "? Sister, this is the room I specially prepared for you. Do you think the room is cold? ”"? Sister, here are the sheets, towels and beauty skirts specially prepared for you. You can use it with confidence! ""Sister, this is the jewelry box where we put our valuables. Ask us to keep valuables for you, and we will remind you to put them on after the nursing! Can I help you? " "Sister today to your surgical care project is? You need to change our beautiful skirt. You can put your changed carry-on clothes by the bed, and I'll help you sort them out later. Do you need help? " (If you don't need it, just say this is our bathroom, it can be used, and you can leave the room.) Knock on the door and ask to enter the room, and put the clothes in the cupboard. Say "Sister, please wait a moment, I'll help you tidy your clothes first" and help the customer lie down and tidy the quilt and put on slippers! . Nine steps of room service: Baotou (ask about tightness and music volume), fill in the consultation form (nursing start time: 3 minutes later; "? Sister, is the towel elastic? Is the music volume in the room appropriate? "2. The first trilogy of nursing (measuring hand temperature and telling time). ? 1): 1) The first three steps of operation: (disinfection, hand-soaked milk, 37-degree water immersion) ①xx, before nursing, I will spend two minutes doing the trilogy before our service. First of all, I will disinfect my hands with 75% alcohol, because there will be some invisible bacteria on our hands to avoid cross-infection in the next operation. Sister, you can go somewhere else. Next, I will soak my hands with milk, because milk can dilute alcohol, and milk can soften the cuticle on my hands, moisturize my skin, make my hands smoother and more delicate, and make you feel more comfortable in the later operation. (3) Next, I will wash my hands with warm water of 37 degrees, because milk will contain some sugar and be sticky, so I will wash it first, and the water temperature of 37 degrees is close to our body temperature, so there will be no big temperature difference in the later operation, and it will not irritate your skin. Ok, sister, I'll try to warm my hands first. "? Is the temperature of my sister's hand right? "
2): Trilogy in operation: Preoperative diagnosis and photographing (1) Standard service: standardized and unified technology and technical publicity: (1: project steps, processes and functions. 2. Core components and functions of the product. 3. Manipulation points, which meridians and acupoints to push, different pain points, and physical condition of sensory response. 4. Function and principle of the instrument. 5. Precautions and coordination of household products; (2) Personalized service: effect verification through diagnosis! (The effect is divided into physiology and psychology) Physiology: talk more, do more things, compare more, and focus on strengthening (strengthen different parts according to customers' physical conditions every time) Psychology: pay more attention to greetings and provide good services according to customers' hobbies and personality characteristics (chat more to understand customers' needs, talk more about what they say and do, finish what they start, don't know customers, only do back cleaning, and talk less about professionalism). (3) Discover new problems of customers: Before selling, you need to know customers' spending power and their spending habits (perceptual rationality, effectiveness, sensitivity, brand, one-off repeatability). Sales: ① pave the way for the idea that the relationship between customers and feelings should be above likes. (once, or many times) ② Planned transaction category: inform the seriousness of the problem, fall into crisis when appropriate, find the breakthrough point and solve the refusal point!
3) Trilogy after operation: ① Overall guidance of the effect: strengthening the key points (from point to surface) ② Satisfaction survey: seeking the real evaluation of the guests with a modest attitude. (Speech: Sister, my service for today is over. What do you think I can't do in the process of operation today and need to improve? You must tell me, let me know where I need to improve and where I need to strengthen my practice. Elder sister, you must help me improve and let you enjoy the best service here. If the customer answers: not bad. Sister xx, since you said nothing, it means I have work to do. If Sister X doesn't tell me, I will never know where it is, and there is no way to improve and upgrade it. And sister x, you didn't enjoy the best service after spending money. You must tell me. When the customer puts forward specific suggestions, sister, thank you very much for giving me such valuable advice. Don't worry, I'll try my best to improve. I will definitely strengthen my practice in the next week and let you witness my growth when you come next time. 3 Anti-reservation: Skill (alternative rule? Back two into one. If the customer is not sure, can you invite the customer to the store for a crisis at this time? Sister, according to your breastfeeding situation, your next breastfeeding time is the 20th. Let me make an appointment for you first. Do you want to come that morning or afternoon? If the customer says that there is no time on the 20th, your breastfeeding cycle is once every seven days (timely guide the customer to the store for breastfeeding, and educate and guide the customer). If she is really busy on the 20th, I'll make an appointment for you 19 (push it forward first). Do you think it is morning or afternoon? If the customer says that 19 is not available, and if 19 is not available, (continue to educate the customer to go to the store for care in time, there is a crisis), then you can't wait too long. I'll book you 2 1 and confirm the time with you in advance on the 20th.
End of nursing ① Today's nursing has ended. Sister, here are your personal clothes and precious jewelry. Do you want me to help you put it on? " "? Sister, do you need to freshen up here? "The supervisor consults again, and the beauty teacher prepares the customer files at the front desk. The supervisor will give them to the supervisor after consulting again. Sister, this is health porridge for you, please enjoy it! " "? Counsel, this is ... Sister's nursing file! ”"? Wait a minute, sister. I'll get your shoes first! "(3) seeing the customer off (the driver saw the customer in the car and said," Drive slowly and be safe on the road! " )
Four: After-sales:
The first stage: ① self-introduction; ② Focus on strengthening; ③ Reminding and coordination of matters needing attention; ④ Home use methods and reminders.
The second stage: caring for greetings? Emotional interaction, caring about customers' menstrual period, diet and daily life, customers' family and friends.
The third stage: the sharing and interaction of your own growth, the sharing of positive energy! .