The nine processes of customer reception, the sales industry needs to pay attention to the reception process. A good reception process can help us reach a deal. We should pay attention to the details of the reception process and give our customers the best experience, so as to reach a deal faster. Here are nine customer reception processes for you.
Nine processes for receiving customers 1 First, before customers come.
1. After receiving the information that the customer told you to visit, please reply to the customer by email or telephone as soon as possible, indicating that the customer is welcome to visit, and learn about the number of customers, gender, position, dietary taboos, tea, cola or coffee, whether it is necessary to pick up and drop off by car, hotel address and telephone number, and the main purpose of this visit. Arrangements to facilitate the visit.
2. Make arrangements as soon as possible after receiving the information statistics replied by customers. Such as car dispatch application, customer visit contact letter, sample, catalogue, price, etc. , and plan to accompany the reception staff, such as the manager or team leader, and inform the customer of the specific situation and discuss the details.
Understand the customer's details and prepare the customer's visit plan, such as the visit process, the contents to be discussed, the goals to be achieved, etc. Conduct customer history, culture and background investigation.
3. Confirm the specific time of receiving the vehicle with the personnel department one day before the customer visits. E-mail or call the customer again to confirm the reception time, place and contact information. The personnel department should ensure that the vehicles are clean and tidy and stand by on time.
Prepare welcome cards or welcome electronic files. Tea, coffee and other drinks are prepared in the meeting room, and samples, paper towels, catalogues, pens and paper, and name tags are placed.
4. For the products that customers are interested in, the salesman should be very familiar with this product and understand its characteristics and advantages before introducing it to customers.
5. Inform the manager of the basic situation of the customer, the specific time of the visit, the main contents to be discussed and the appointment.
Second, customer reception.
1, the salesman is full of energy, dressed formally and appropriately, wearing a famous brand, meeting the driver at the hotel to receive the customer within the agreed time, and ensuring that the time of arrival at the hotel is 10- 15 minutes earlier than the time agreed with the customer. Therefore, it is necessary to determine the specific location in advance. Considering the traffic jam, customers must not be allowed to wait.
2. After arriving at the hotel, call the customer 65438+ 0~2 minutes earlier than the time agreed with the customer to inform them that they have arrived at the hotel gate and ask if they are ready. After meeting customers, greet them and shake hands.
3. When inviting customers to get on the bus, there are different seats on the bus. Generally speaking, the position behind the co-pilot is the best, followed by the position behind the driver, and then the co-pilot position. Understand common sense.
4. After the customer gets on the bus, he can simply tell the customer the time it takes to get from the hotel to the factory, so that the customer can have an understanding. Secondly, it should be noted that the salesman must not be silent and sleep with his eyes closed. Need to communicate with customers, such as whether you have been to China and Shenzhen, are you still used to it here? What's your impression of Shenzhen?
According to the previous understanding of customers, customers ask about the weather in their country, the situation of their city, the typical food in their country, or the unique food, fruits and habits in China, and introduce the development of the city and the scenery they encounter on the way.
In short, this is what everyone lacks and needs to be supplemented, but it is very important to narrow the distance with customers.
5. When you arrive at the company, inform the front desk to turn on the light in advance, and inform the tour leader or manager to wait at the elevator door.
Note that the salesman first introduces the manager to the customer. For example, Peter, this is Alex, the manager of our company's business department. Alex, this is Peter from ABC Company in America. Let customers know first is respect for customers.
6. After arriving at the company, take the customer directly to the meeting room. Watch company introduction videos or PPT, and make tea or coffee for customers.
7. After watching the video or PPT, you can show the customer around the exhibition hall, and explain the company's case in detail, as well as the relevant characteristics and uses of the products, communicate with the customers, pay attention to the customers' interests, and make relevant records at any time for later follow-up and communication.
8. After visiting the exhibition hall, ask the customer whether to continue to visit the factory. After getting an accurate answer, accompany the customer to visit the factory and give the customer a detailed introduction to the product production process, as well as the differences and characteristics between different products. Then you can go back to the conference room, and at the same time, the relevant personnel will prepare the samples that customers need to see and bring them to the conference room.
9. During the discussion, in addition to communicating with customers and answering related questions, you need to actively collect more information about customers and make detailed records.
For example, what special requirements do customers have for products and cooperation, and what details should we pay attention to? Did you buy it from China? How is the cooperation? What kind of sales channels do customers adopt in the local area and the types of products they mainly operate?
Products that sell well are likely to be purchased. While understanding customers, we can also introduce the advantages of our company, such as R&D, production, sales and promotion. If necessary, we can introduce our company's major customers who cooperate with customers locally to increase opportunities, which requires preparation in advance.
10. If the customer needs a sample test, or talks about the price or a big project, and the team leader or manager is present, he can make a decision directly and act decisively. If necessary, he can contact his R&D colleagues at any time to attend. Communicate with the general manager when necessary and tell the customer that the general manager of the company wants to know the customer. With the consent of the customer, he can introduce the general manager to the customer and strive for maximum cooperation.
Opportunity. Pay attention to introduce the customer to the general manager first, and then introduce the general manager to the customer.
1 1. At the end of the conversation, the accompanying personnel should contact the personnel in time to arrange a car to send the customer and give the customer gifts, such as tea. Ask customers if they can have dinner together, if they want to order food, arrange the dining place according to their needs, and send a car to pick them up.
12. Finally, I warmly express my pleasure to meet this customer and hope that he will enjoy his stay in China. If you need any help, please feel free to contact us. Under normal circumstances, the customer must be accompanied by a salesman, and it is not allowed to decide to let the customer leave alone. It's best to finish what he started and accompany the customer personally or park the car at the hotel.
13. Later that day, I wrote an email to my client, thanking him for his visit, expressing my pleasure to meet him, and summarizing all the details of this visit and related follow-up arrangements in detail.
14. According to the information provided by the customer before, it is estimated that when the customer wants to leave by plane, call the customer, wish you a pleasant journey and welcome to China again.
15. After the customer returns to China, contact the customer in time and do the follow-up work well.
Third, after the customer visits.
1. According to all records of customers' visits, organize and submit them to the department manager, and discuss in detail how to follow up customers' needs and further communication and cooperation.
2. Contact relevant departments and colleagues in detail, arrange and implement the details discussed in the process of customer visit immediately, and feed back to customers in time. The above is the process of receiving customers. Although it looks simple, it still takes effort to do it well.
Nine processes of receiving customers. First, welcome customers to your home.
Attention: 1, warm reception 2, asking if you have been here and if you have telephone consultation.
Second, introduce the project
Note: 1. Introduction to sand table II. Asking for customer information.
Third, show the scene.
Concern: 1. Don't neglect customers on the road. 2. Make the best route in advance. 3. Find out the advantages of huxing and introduce them to customers.
Fourth, purchase negotiation.
Attention: 1, hospitality 2, testing customers 3, selective introduction of apartment types 4, use of live atmosphere and props 5, more than 70% feel comfortable when they want to buy.
Verb (short for verb) has not made any deal yet.
Note: 1, the material is ready for the customer; 2. Keep contact information with each other; 3. Appoint the next negotiation time; 4. The materials are delivered to the door enthusiastically.
Six, fill in the customer data sheet
Note: 1. Must be detailed. 2. Keep it safe. 3. Divide the customer level and adjust it in time according to the tracking situation.
Seven, customer tracking
Note: 1. Tracking records should be detailed. 2. Prepare the speech in advance. 3. Pay a timely return visit according to different customer levels.
Eight, clinch a deal to subscribe for
Note: 1. Explain the product situation to customers in detail. 2. Explain the terms of the agreement in detail. 3. Fill in the agreement carefully. 4. Do a good job of on-site sales control in time.
Nine, sign a contract
Note: 1. Improve the filling of contract contents. 2. Prepare the items needed to sign the contract before the customer visits. 3. Avoid disputes with customers due to contract terms.
X. Check out after signing the contract
Note: 1. Ask the customer the reason for checking out. 2. According to the situation, judge whether it meets the check-out conditions. Don't conflict with customers because they check out.
Nine processes of receiving customers 3 1. Reply immediately after receiving the customer's phone call. Welcome customers to visit first, then consult the number of visiting customers, contact information, whether it is necessary to pick up and drop off, whether it is necessary to arrange accommodation, and finally understand the purpose of customers' visit.
2. Make arrangements according to the information, such as preparing to pick up and drop off vehicles, booking hotels, planning receptionists, planning the visit process, and anticipating goals.
3. Send the visit process to the customer in the form of a form, and call back to confirm the visit time and practice methods.
4. Prepare topics of interest for visiting customers.
5, the planned process and prepared information, and leadership returns.
6. On the day of the visit, wear appropriate clothes and work cards and arrive at the hotel 15 minutes in advance to wait for customers.
7. After arriving at the hotel, practice the customer by phone 5 minutes before the appointed time, inform the customer that he has arrived and wait in the lobby.
8. Meet and shake hands, and invite customers to get on the bus. Briefly introduce the process of visiting customers on the way, so that customers can have an understanding. It is worth noting that you can't be silent or sleep in the car.
We need to communicate with our customers, and it is very important to chat with them about the atmosphere, accommodation, local specialties, customs and scenery through the customer information prepared before, so as to close the distance with them.
9. When you arrive at the company, inform the reception colleagues in advance to wait at the door.
This is the work arrangement of an old salesman before he came to the company. Many salesmen will disdain to receive customers. Is it that complicated? The answer is yes, the so-called details determine success or failure, and any sales are carried out in a planned way. Only by doing a good job seriously can we win the trust and respect of customers.