Customer reception plan
Part 1: Real estate sales department customer reception plan
1 The salesperson receives the customer in the order of “attendance log”. If the salesperson of the turn is not present or receiving the customer, the next salesperson will receive the customer, and the original salesperson will not make up the return;
2 The sales supervisor is responsible for supervising and adjusting the order of the customer reception, making it fair and reasonable and ensuring that each visiting customer receives the initiative of the salesperson in time;
3 The turn-off salesperson must receive the preparatory work in advance, and must not leave at random. It must stand at the door of the reception desk with the salesperson who is about to turn, and take the initiative to meet the customer when the customer enters the door;
4 When we welcome the guests, the guests enter the sales department, and all the sales staff stand up with a smile and welcome: "Hello, welcome to XX Garden";
5 When the salesperson receives the customer, he or she is obliged to receive the salesperson to assist the former to pour tea. If multiple customers come together, assist the work in no order;
6 As long as the visitor has an intention to understand the real estate situation, the customer is not allowed to pick the customer, and the customer should not be subjected to a cold reception. Regardless of the appearance of the customer or the motivation of the visit, the salesperson must fully receive the reception;
7 The salesperson shall not interrupt the customer being received for any reason and transfer to other customers;
8 The salesperson shall not compete for customers in front of the customer;
9 The salesperson shall not take the initiative to intervene or help introduce other customers when they receive the customer, unless they are invited;
10 Each salesperson is obliged to assist other sales associates in facilitating the transaction. Other salespersons' customers must contact the original salesperson immediately, and they can agree to understand the situation before they can continue to receive. The salesperson must not hand in business cards with other customers unless they have obtained the consent of the original salesperson;
11 The salesperson has no right to arbitrarily offer, rebrand, and have no right to directly locate the developer for discount or apply for other matters, otherwise he will bear the consequences;
12 The salesperson must not enter into a private transaction with the customer, such as asking for a certain return after winning the corresponding discount for the customer;
13 When the salesperson receives the customer, he must send the customer to sell the building and make a reception record. You must not talk, insult or make fun of the customer behind the scene;
14 Each salesperson has the obligation to patiently answer the customer's questions and encourage customers to visit the sales office to indicate their identity, but they must not ask the customer to go to the site to specify who to look for;
15 The customer who has received the registration for the reception will come to the scene and can receive the priority from the sales representative who was registered at the original reception. If the original salesperson is absent or temporarily unable to receive the reception, the sales representative will be obliged to accept the reception or the original salesperson will entrust other sales staff to be accepted for reception, and will wait until they are busy. The volunteer reception or the entrusted colleague shall make a visit registration record for the original salesperson, and the number of the salesperson who is entrusted or received on behalf of the salesperson may be replenished;
16 Unregistered customers will take the initiative to find a salesperson when they visit, and they can be received by the designated salesperson. The order of reception of the designated salesperson in the shift will not change; if it is the reception of the salesperson, it will be counted as Round. If the salesperson is not present, it will be received by the turn-on salesperson and registered as a customer;
17 If the registered customer initiates a request to change the receptionist in the middle, the sales supervisor shall coordinate and handle the replacement reception, and the new salesperson shall register the customer, and the original salesperson shall not object to the processing result;
18 If there is a contradiction between the customer and the host, it is necessary to report to the sales supervisor, and the salesperson must not object to the result;
19 The developer and the customer introduced by the company are received by the turn-on salesperson and registered as a customer.
20 All staff should keep confidential customer information;
21 For the violation of the reception management method, the sales supervisor has the right to give a warning or to be treated as a priority.
Part 2: Overseas Customer Reception Program
Customer reception is an important part of our business activities and an effective carrier for our business negotiations and customer communication. A high-quality customer reception event can fully demonstrate the business level, comprehensive quality, negotiation skills, organizational skills and coordination capabilities of our business staff, and fully demonstrate the company's brand image, demonstrate the company's comprehensive strength, and promote cooperation between the two parties. The smooth progress of the project will facilitate the smooth development of the project negotiation. At the same time, it will also promote the formation of new cooperation projects and enhance the cooperation between the two parties to the level of strategic partnership. Therefore, a comprehensive and considerate customer reception activity plays an important role in the sales promotion of production enterprises.
First, the general purpose of customer visits:
In the process of mail communication between our business staff and customers, the customer is likely to mention the visit to the company. At the same time, our business staff will invite customers to visit our company at an appropriate time to deepen the communication and understanding between the two parties. To promote the cooperation between the two sides. So, we must first understand the purpose of customer visits, usually no less than the following:
1. Inspect the factory to understand the basic operation of our company's production scale, production capacity, product quality, etc., and understand our production system, quality control system and R&D system. These customers are often new customers. They only know about our company through websites, exhibitions, customer introductions, etc., and have generated strong cooperation intentions. However, we don’t know much about our corporate entities. Therefore, field visits are undoubtedly the most direct and effective. Ways to understand.
2, to conduct project negotiations, such customers are often several times with the relevant business personnel of our company, and have seen our products and the company's overall image display at relevant exhibitions. Visitors are often prepared with orders and projects. The purpose is to discuss the cooperation of existing projects, including substantive discussions on related technical issues, price issues, payment methods, delivery dates, etc. Such customers are usually the most important thing we pay attention to. Therefore, the reception should not only be accompanied by professional and technical personnel, but also the company leaders will participate in reception and negotiation.
3, inspection based, by the way to understand the latest developments of the company. Such customers usually have a basis for cooperation with our company. The main purpose of the visit is to further confirm the quality and quality of our products. At the same time, there are certain new projects in hand, and if the talk is pleasant, the possibility of new project generation is great. Such customers are often overlooked by our business people and related leaders, because customers have already visited, and everyone is working together, but we often ignore the generation of new projects.
4. Complaints mainly, and in-depth investigation of our company by the way. Such customers make us the customers we most want to receive but are most afraid of reception. I think because he is indeed a good partner; fear, because we have a place where we can't hold customers, and worry that it will hurt and possibly lose customers. However, such customers, we must precisely pay attention to it.
5. The two companies conduct basic interpersonal communication. Such a customer visit is often by the way, and there may be no appointment before. The relationship between such customers and customers is already very iron. Just come to strengthen communication, and take a look at the operation of the orders being co-operated.
Second, the preparation work before the customer visits
Once the customer is confirmed to visit, our business personnel must carefully and carefully prepare the relevant work. For the purpose of customer visits, we must make specific arrangements according to the company's relevant processes and systems:
1. Understand customers
For old customers to visit, we do not need to have a deep understanding of the customer. However, for new customers to visit, we must be cautious, we must understand in detail the actual situation of the customer and the real intention of the visit. If we find that the client company entity does not exist or is a manufacturing company similar to our products, we must treat customers with caution. Therefore, customer survey is very important, business personnel must fill out the form carefully through website inquiry, customer communication, etc.
2. Invitation letter and related visit procedures
After the customer confirms the visit, the business personnel must communicate with the customer in detail to understand whether the customer needs our company to make a visiting invitation letter, so that the customer can smoothly handle the VISA card. Some countries also need us to provide other relevant supporting materials such as: our government departments need to review the other party's credit status\identity and other materials, then our business personnel should assist in the processing before the customer determines the visit, so that customers can enter the country smoothly.
3. Customer's itinerary
After confirming the customer's visit, the business personnel should fully understand the travel schedule of the customer's visit. The customer usually does not enter China just because of visiting our company. Generally, several suppliers are inspected at the same time, or the exhibition is over. Therefore, the business personnel should communicate with the customer beforehand to confirm. If the customer visits other Chinese suppliers after consulting us, they should help the customer to make relevant contacts and docking work.
4. Confirmation of flight, car, hotel, accommodation, etc.
After the customer confirms the visit and has already completed the VISA card, it usually tells the business personnel the accurate flight information. At this time, our business personnel should contact the customer proactively, try not to let the customer fly directly to Shanghai, and can transfer to Hong Kong through Hong Kong. It can save us time for pick-up, and secondly, we can save a certain amount of car costs for our company.
After confirming the flight information, you must also ask the customer if they need our company to book a hotel on their behalf in order to arrange accommodation. Hotel accommodation fees are usually paid by the guests themselves, but our business staff should actively ask and assist customers to book the hotel.
Before the customer visits, the business personnel must fill in the application form of the vehicle to the administrative department two days in advance according to the number of visiting customers, so as to arrange the vehicle to pick up the customer as soon as possible. See Table 2:
5, participate in the reception of the reception staff
According to the previous communication, the business personnel should be able to basically understand the main content of the customer's visit. For this reason, the business personnel should communicate with the relevant technical personnel and relevant leaders one day in advance, and ask the relevant technical personnel to give them at the reception. Assistance and support. At the same time, the customer visit information should be reported to the department manager and the vice president of the foreign trade department in advance in order to accurately grasp the customer's intention, ensure the smooth progress of the negotiation process, and analyze and judge the relevant problems. More importantly, the customer should inform the department head, general manager or deputy general manager according to the customer level before the visit to determine the personnel involved in the negotiations. If you need a senior leader such as the chairman of the board to participate, you must inform the General Manager Office 2 days in advance to confirm whether the senior leadership such as the chairman can participate.
6, data preparation
Before the customer visits, the business personnel should carefully sort out the relevant information passed by the customer, such as: discuss the cooperation of the product, price, technical improvement, mold opening and so on. And important faxes, EMAIL, related contracts, quotations and other important information to and from this customer. The technical parameters and instructions for use of the product should be contacted with the relevant personnel of the research institute or technical department in advance to ensure correctness. And to communicate with the department manager and the vice president of the foreign trade department in advance to facilitate the smooth progress of the negotiations. More importantly, before the negotiation, the business personnel should fully understand the situation of the products to be negotiated, so that the negotiation site can respond quickly and answer the customer's questions at any time.
7, preparations for the necessary supplies for the talks
The day before the customer visit, the business personnel must inform the administrative department in advance about the number of visitors, the mineral water, coffee, samples, fruits, paper cups, sticky notes, pens, etc. required for the exhibition, the use time of the exhibition hall, the use time of the multimedia classroom, and the use of the conference room. Time, whether you need a national flag, gifts, banners/welcome cards and other requirements, so that the executive department can prepare for the meeting. The Department of Administration must open the room air-conditioning 10 minutes before the customer enters the meeting room and prepare all the preparation materials and supplies in place.
8, reserve gold preparation
In order to ensure sufficient use of funds during the visit, the business personnel should pre-borrow part of the reserve fund from the Finance Department according to the number of visiting customers, arrival time and other information in order to entertain customers on the way to simple meals or other special expenses.
9, dining preparation
Before the customer visits, the meal should be arranged according to the time of the customer's inspection in our company. If the customer returns on the same day, the customer should be banqueted at noon, and there is a department manager or vice president of the foreign trade department. If the customer leaves the next day or every other day, the lunch should be simple, the salesperson will accompany the customer to go out or eat at the company restaurant. The dinner should be attended by the department manager or the vice president of the foreign trade department or other leaders of the company to participate in the banquet. Communicate with the vice president of the Ministry of Foreign Trade so that the vice president of the Ministry of Foreign Trade can arrange for the backup department to make early reservations.
Third, the talks process
The whole process of the customer's visit is mainly divided into watching the video to understand the company's development history, visiting the exhibition hall, the company's PPT introduction, project cooperation discussion, etc. These parts can be interlaced or simultaneously, but need to pay attention to the following points:
1. After the customer is seated and all the participating receptionists are seated, the main reception clerk should get up and introduce himself first, then introduce the company to the receptionist according to the ranks. After the introduction, they will introduce the customer to our company leader in Chinese. Fang representative, if the client has only one person, you do not need to introduce it.
2. After the introduction of the personnel, the main reception clerk should introduce and explain the theme of the whole meeting. During the introduction and explanation of the main reception clerk, the salesman who cooperates with the reception should be ready to provide translation assistance at any time so that the relevant personnel of our company can understand.
3. For the company introduction, if there is no video information introduction, the main reception salesman will demonstrate and explain to the customer in accordance with the PPT data that has been reviewed and confirmed; during the explanation process, the customer should be carefully listened to the questions raised by the customer at any time and given correct answers. If you are not sure, please ask the relevant leaders to give answers, and at the same time do translation assistance.
4. The new visiting customer usually introduces the relevant situation of the company after the introduction of the main reception clerk, and the main reception clerk should do the corresponding translation work.
5. The project negotiation can be carried out in the conference room, and can also communicate and communicate at the same time while guiding customers to visit the exhibition hall. During the project negotiation process, the relevant senior leaders of the company should be advised to evade in an appropriate manner to ensure that the final decision of the company leader does not affect the content of the negotiation. Even if the project negotiation has been discussed in the exhibition hall, the final project confirmation must still be carried out in the conference room.
6. In the whole process of the talks, the receptionist should be ready to discuss and organize all the details of the meeting at any time. After the talks, the receptionist should immediately make a summary of the meeting and ask the customer and the main receptionist. The audit confirms that both parties have signed one original. The English template for the minutes of the meeting is as follows:
7. In the middle of the whole process of customer reception, the receptionist should be at any time to assist in the supplementary work of tea, coffee, beverages, materials, auxiliary equipment, auxiliary personnel, etc., as well as filming and recording of live pictures.
Fourth, follow-up work of the talks
1. After the talks, the receptionist should clean up the conference room and return the relevant equipment to the relevant department.
2. The main reception clerk should accompany the customer for lunch or dinner. Usually, if a customer is having dinner at our company, lunch should be served as a simple work meal. In the case of dinner with the client, there should be a corresponding department manager or vice president to participate, and important customers should invite the company's senior tie to participate in advance. Give gifts to customers before dinner. If the client needs to leave after lunch, the lunch should be considered a full meal and served according to the appropriate standards.
3. The main reception clerk should keep communication with the administrative department at any time to ensure the smooth use of the car, and must not cause the customer to wait for a long time due to the negligence of our staff. And timely arrange to send customers to the corresponding railway station or airport.
V. Visiting post work
1. On the second day after the customer visit is over, the main reception clerk shall promptly translate the minutes of the meeting confirmed by both parties into Chinese, and confirm the relevant technical issues, delivery date and other information on the same day with relevant production, technology and R&D departments. The notification of the need to release production, improvement, mold opening, research and development, etc. should be completed within two working days.
2. On the second day after the customer's visit, a letter of appreciation with details and including the attached files of the minutes of the meeting should be sorted out to the client, and all the visiting personnel of the client and the relevant leaders of the Ministry of Foreign Trade who participated in the reception should be copied. At the same time, we will inform the customer of the latest information about improvement, mold opening, research and development provided by our technicians, so that the customer can grasp and understand the feedback information of our company in a timely manner, and at the same time clarify the completion schedule and important matters of the pending matters in the negotiation. In the mail, the relevant photos when the customer visits can be transmitted to the customer. Note: In order to prevent mail from clogging the customer's mailbox, all photos should be copied to WORD and compressed and sent as a document. Make sure that the entire message size does not exceed 1MB.
Six, matters needing attention
1. The customer reception from the initial contact preparation to the end of the reception to the follow-up work advancement process, the main reception clerk should complete the relevant forms, and submit to the Deputy General Record of the Ministry of Foreign Trade for the second day after the follow-up work is officially promoted. .
2. Knowledge about customer reception etiquette requirements, dining etiquette requirements, business negotiation etiquette requirements, etc. are all involved and understood in the school and in the previous work, and will not be explained in detail here. Unclear can be queried online. If necessary, we will explain it in future training.
Part 3: Customer Reception Program
First, the cause of hospitality
1. The relevant functional departments come to inspect, investigate, inspect, guide, and contact the work;
2. Visits, visits, and contact work of relevant units in the field;
3. Customers, ** companies, etc. come to visit, visit, and contact with the work;
4. Going out to contact official business;
5. Marketing business contacts;
6. The company's collective entertainment activities or evening parties;
7. Overtime work at the meeting;
8. Other reasons decided by the main leaders.
Second, the content of the hospitality
The contents of the reception include dining, accommodation, tobacco and alcohol, fruit and so on.
Third, the standard of hospitality
Meal and number of guests: The standard of meals includes all the expenses incurred in the meal, such as dishes, wine, tobacco, rice, etc. The standard of meals for accompanying guests is calculated according to the corresponding guest.
1. Weekday meetings are overtime, and work meals are arranged. The standard for lunch and dinner is controlled within * yuan/person.
2, the company's collective entertainment activities or evening parties, dinner standards are controlled within * yuan / person; New Year's dinner can be appropriately relaxed to * yuan / person.
3. The marketing business contacts and the hospitality of going out to contact the official business must be reported to the relevant leaders for approval beforehand, and the corresponding standards for the arrangement of the hospitality as needed:
3.1 Provincial leaders or personnel*, within the eastern provinces, lunch and dinner * yuan / person, the central and western provinces, lunch, dinner * yuan / person. * Additions to people above * yuan / person standard calculation. In principle, at least * the deputy general level and above are accompanied.
3.2 Local or city level leaders or personnel * Within the province, the eastern provinces shall have lunch and dinner*/person/person, and the central and western provinces shall have lunch and dinner*yuan/person. * Additions to people above * yuan / person standard calculation.
3.3 County-level leaders or personnel*, within the eastern provinces, lunch and dinner * yuan / person, the central and western provinces, lunch, dinner * yuan / person. * Additions to people above * yuan / person standard calculation.
3.4 General leaders or personnel * Within the person, lunch and dinner will be controlled within * yuan / person, * people plus more than * yuan / person standard calculation.
4. Local reception, the entertainment standards of the functional departments shall be determined by the main leaders accompanying them. Other lunches and dinners are controlled within * yuan/person, and * people are added to the * yuan/person standard calculation.
Accommodation and reception standards: According to the level of visitors, the reception can be arranged according to the following criteria.
1, the general level:
Suitable for personnel: general business class inspectors, non-company inviting technicians, etc.;
1.1 Accommodation standards are booked on behalf of the other party's personnel, the company does not bear the cost of accommodation;
1.2 Reception escort: office staff, salesman or regional manager;
1.3 Reception vehicles: general vehicles of the company;
1.4 In principle, no entertainment activities will be arranged.
2, the middle level:
Suitable for personnel: personnel from various cities, counties, etc.
2.1 Accommodation standards are booked on behalf of the other party's personnel, the company does not bear the cost of accommodation;
2.2 Reception of accompanying personnel: office, deputy general manager, relevant business personnel;
2.3 Reception vehicles: company advanced vehicles;
2.4 emotional reception: such personnel, the company's senior officials can arrange one or two receptions, accompanied by reception staff to increase their feelings;
2.5 Other reception items: The company arranges to bring customers to the main local attractions for play or evening entertainment. The cost is controlled below * yuan. If necessary, the souvenirs can be presented when the customer leaves;
2.6 The above standards are based on two customers. If there are more than two customers, entertainment plus * yuan / person standard calculation.
3, high level:
Suitable for personnel: leaders of major provincial and municipal bureaus, major ** personnel, company invited leaders, and other invited personnel.
3.1 Accommodation standard Three-star or above hotels, the price is controlled at * yuan / room, the company bears the full cost;
3.2 Reception escorts: general manager, deputy general manager or company designated personnel;
3.3 Reception vehicles: the company's senior business vehicles or renting advanced vehicles;
3.4 Other hospitality items: The company arranges to bring customers to the main local attractions for play or evening entertainment. The cost is controlled below * yuan; if necessary, souvenirs can be given when the customer leaves.
3.5 The above standards are based on two customers, such as more than two customers, entertainment plus * yuan / person standard calculation.
4. Accommodation and reception standards in other provinces and cities
Fourth, the management of hospitality
Dining reception
1, the dining and entertainment implementation of the counterpart declaration, the office is responsible for management. That is, which department's business is declared by the head of which department. When filing, the applicant must first fill in the hospitality application form at the office. The items on the hospitality application form must be filled in truthfully, comprehensively and correctly, and the project will not be approved. After the hospitality application form is completed, it will be submitted to the office for approval. After signing and approving, the applicant will lead the receptionist to the designated place to eat. At the time of checkout, an invoice must be obtained, accompanied by a menu written by the hotel waiter. Invoices and menus must be brought back to the company at the same time, otherwise the company's general manager will not sign the reimbursement with or without the hospitality application form.
2. If you are in urgent need of hospitality and you are unable to obtain the hospitality with the person in charge of the office or the general manager, you must reissue the hospitality application form. First, the receptionist wrote an application explaining why the hospitality application form was not obtained in advance, why was it not possible to contact the leader phone in advance, and why. The application must be submitted to the general manager for approval. Where the application is approved, the application signed by the general manager to the office to fill the hospitality application form, otherwise, the office will not be granted.
3. Any finance that has no hospitality application form or has a hospitality application form but has insufficient approval procedures will not be reimbursed. Otherwise, the responsibility of the relevant personnel should be investigated. 4. If the company employees need to entertain, they must first ask the supervisor or the office director, and the supervisor or the office director fills in the hospitality application form, and asks the general manager for approval, and then gives a clear reply. The application form is used as the basis for reimbursement of hospitality expenses after the employee returns to the company. Otherwise the finance will not be processed.
Hospitality wine and tobacco are handled by the office according to the leadership instructions.
All working meals should not be allowed to drink at noon; other dining occasions for foreigners who need to drink alcohol must be in moderation, and must not cause accidents or damage the image of the unit.
The number of escorts is generally controlled at 2-3 people. It should be the person in charge of the department and the specific staff. If necessary, the general manager of the company or the deputy general manager, but the maximum number of escorts is no more than four.
Five, customer reception process
Reception Application-----Determining Reception Level-----Contact Reception Unit-----Arranging Reception Staff-----Airport Pick-up-----Arranging Accommodation----- Visiting the Company- ----Leadership-----Catering arrangements ------Proposing and collecting cooperation matters ------Handling and determining cooperation matters ------Leading talks ------Airport Send a car ------ call back
1. Reception application: The receptionist informs the office when they know the customer is about to visit, and requests the arrangement of the customer reception. If the business trip is outside, it should be notified by telephone in time, and the contact information of the customer, the number of accompanying persons, and whether the vehicle needs to be used. Airport or train station pick-up;
2. Determine the reception level: According to the information provided by the hospitality staff, there is an office to determine the reception standard.
3. Reception preparation work: According to the request for reception, the office should make relevant reception arrangements before the arrival of the customer, and contact the customer in time to know the specific number of visitors, whether to use the car, make reservations, order food or other requirements, and implement them in time. .
4. Arranging reception staff: The company arranges reception personnel according to the needs of the work. The personnel who shoulder the reception tasks must implement the whole reception process in strict accordance with the standards. Under normal circumstances, the reception staff should not leave before the visitor does not leave.
5. Airport pick-up: After receiving the reception task, the receptionist must confirm when the flight of the visiting person arrives, the arrival place, the flight number, the name and characteristics of the visiting person. If you need to use the car, first implement the company with or without the vehicle. If you can't arrange the vehicle, you should inform the customer and inform the car, especially the aircraft. You can inform the passenger to take the express train to the station or take the bus to the station. . It is necessary to use the car and the company can not dispatch the vehicle, and the general manager can be hired to rent the commercial vehicle. After receiving the visitor, the receptionist will help to pick up the luggage and get on the bus. According to the time of the shift or the needs of the visiting staff, the order of accommodation and catering will be arranged.
6. Accommodation Arrangement: If you need to arrange accommodation, the office will notify the hotel with the agreement in advance. After arriving at the place of accommodation, the receptionist should take the initiative to help the visiting person to carry the baggage to the room, simply explain how to use the facilities in the room and leave their own contact number. According to the visitor is a long-distance or short-distance, arrange for visitors to rest or go directly to the sales department. And contact the office in advance for the reception arrangements of the relevant departments.
7. Visit:
7.1 Before the arrival of the guests, the office should first clean the meeting room and prepare the corresponding tea, smoke, fruit and so on.
7.2 The technical department cooperates to install the projector and other equipment in place, and arrange the explanation personnel.
7.3 The tour is mainly the reception of the exhibition room. Generally, the office and the workshop are not arranged. If the guest asks for the necessary visit, the guest can be guided to visit, but the accompanying staff must greet the supervisor in advance and inform the guests that they cannot take photos.
7.4 After the receptionist arrives with the visiting person, the receptionist must take the initiative to use the polite language to arrange the visitor to sit down and deliver the tea.
7.5 The main introduction work is carried out by the reception staff. The main highlights of the introduction work are: the layout of the model, the exhibition room, the explanation of new products, the coordination of sound effects, the main scope of work of the staff, the corporate culture, the prospects of the company, and so on. Before introducing the company's leadership, the receptionist can discuss the opinions of the cooperation and the main purpose of the visit.
8. Leaders' interviews: Before leading the visitors to the leadership, they must communicate with the company's leaders, confirm the time and place, and then lead the visitors to meet with the leaders. When meeting, the receptionist will first introduce the work of both parties, and then explain the main negotiating matters of the visitors.
9. Catering Arrangement: The office can inform the relevant departments to carry out the general reception. The general reception requires the business staff or related staff to carry out together, arrange the reception staff to accompany the visiting staff to eat, and arrange the drinks according to the habits of the visitors. During the meal, the reception staff can appropriately promote the atmosphere and promote the exchange of feelings between the two parties. . According to the situation of the visiting customers, the office should order the food in advance according to the standard of the meal, so that the guests can get the food immediately after arriving at the restaurant. Drinks, cigarettes, drinks, etc. should be purchased by the company office as much as possible.
10. Proposing and collecting cooperation matters: After the above steps, the emotional exchanges between the two sides have a basis, and the reception staff can arrange for both parties to transfer to the stage of business negotiation. According to the actual situation of the company's work and the relevant standards of the department, the content of the cooperation matters shall be proposed, and the contents of the cooperation matters proposed by the visitors shall be consulted and the transcripts shall be made.
11. Handling and determining cooperation matters: Based on the principle of win-win, the reception personnel collect the opinions of both parties according to the content of the cooperation matters, handle them and even finalize the case. After the two parties have determined, they will use the copy to hand over to both parties. Verbal promises or verbal agreements are prohibited.
12. Leading talks: After the two sides reached an agreement on cooperation, the leaders of the two sides will generally celebrate each other and the reception staff will make relevant arrangements in due course.
13. Airport drop-off: Visitors leave, and the reception staff will accompany the guests. In addition to the initiative to help the visiting staff to remind the visitors, if there are souvenirs presented by the company, they must be reminded or directly submitted to the visitors. When you drop off, you must wait until the visitors leave their line of sight before leaving.
14. Telephone return visit: The reception personnel according to the flight number of the visiting personnel, estimate the time of their arrival, timely call for information on the reception work, and understand the customer's opinions on the company's products and corporate image. Make timely records and report to the company for improvement.
15. Recording of the company's customers: After the reception task is over, the relevant reception personnel fill in the customer information form and submit it to the sales department for filing. The customer information form includes: unit, address, name, position, contact information, contact details of the reception staff, and harvest status.
6. Reimbursement for hospitality
1. Time for reimbursement:
1.1 All kinds of hospitality expenses should be reimbursed in time within 3 days after the completion of the transaction or return to the company.
1.2 The general manager's office will only apply for approval on Mondays every week, and will not approve the rest of the time.
1.3 The reimbursement of the Finance Office is concentrated on the Tuesday to Thursday of each week and will not be processed for the rest of the day.
2. Management of reimbursement:
2.1 The reimbursement of hospitality expenses shall be handled by the designated personnel of the department, and shall be collected by the special management personnel and reported to the general manager's office. The special management personnel may be responsible for the preliminary verification of the reimbursement voucher. If the formalities are not complete, the special manager shall not accept it.
2.2 The person in charge of the bill, the person in charge of the department, the auditor, and the head of the financial department must fill in the audit item by item before reporting to the departmental special manager.
2.3 The department head mainly verifies the truthfulness and plausibility of the time, place and cost of the hospitality expenses and signs and signs the date on the expense reimbursement form.
2.4 The Finance Department shall focus on the legality review of the original invoices and menus attached to the “Expense Reimbursement Form”; whether there is any alteration; whether the calculation of the fees is correct; whether the attached invoices are complete.
3. The posting of the reimbursement form:
3.1 The hospitality fee must be in accordance with the financial requirements: the bills are opened from left to right and the seated stickers are attached. The voucher must be firmly attached and must not be longer than the order.
3.2 The number of single handed persons, reimbursers, the number of voucher, the amount of reimbursement, the reimbursement, etc. must be filled in according to the facts and must not be altered. If the person in charge and the reimbursement person are one person, they must also fill in at the same time and must not be vacant. The invoice amount must be equal to or greater than the actual reimbursement amount.
3.3 The bill must be affixed to the left side of the list, and the top and bottom are neatly aligned. The reimbursement is consistent with the posting of the order and the amount is the same.
3.4 The bill must be filled in from top to bottom, and no blank lines or spaces should appear. The reimbursement amount and the approved amount must be truthfully filled out.
3.5 The hospitality expenses must be clarified by the source and sub-personnel of the source of the fee.
3.6 The hospitality expenses of each business trip shall be separately posted, and the expense reimbursement forms shall be filled out separately, and they shall not be mixed together for reimbursement.
3.7 Hospitality bills without invoices and irregular invoices are not reimbursed in principle.
3.8 Other fees are not allowed to be attached to the hospitality bill.
4. Fill in the reimbursement form:
4.1 The accountant should follow the principle of “seeking truth and accuracy” when filling out the reimbursement form, and fill in the reasons, amount, time and place of the hospitality as required, and sign his own name. The single law of reimbursement is not allowed to be altered, especially the amount of the fee, and the case of the amount of the fee must be consistent, otherwise it will be invalid.
4.2 “Expense Reimbursement Form” “Paste on the list” to clearly indicate the location and cause of the hospitality.
4.3 The invoice amount cannot be altered. If the invoice amount is inconsistent with the reimbursement amount, the amount on the order will be filled in to the actual amount.
4.4 On the handwritten invoice must be clearly written in the unit full name, time. Note: You must fill in the invoice and fill it out.
4.5 The fixed invoice can be filled in by the full name and time of the unit.
4.6 All other items on the reimbursement form must be filled out truthfully, and the number of attached documents in the number of attached files column.
Seven, financial accounting
1. After the expense is reimbursed, the cashier should record the cash account in a timely manner. The account must be processed on the same day and must not be processed overnight.
2. The cashier must submit the cash receipts and payments statement on a weekly or monthly basis in accordance with the company's requirements.
3. After the cashier has registered and completed the account, the certificate must be passed to the current accountant in a timely manner. The accountant will establish a detailed account of the expenses according to the actual situation of the reimbursement. A monthly summary report of regional expenses is required.
Eight, punishment provisions
1. The heads and leaders of all departments must strengthen the management of the business trips during the probation period. The hospitality expenses shall be borne by the department heads and leaders, and shall be deemed as the department heads and leadership expenses.
2. For business trips during business trips, the department heads and leaders must be requested in advance. The department heads and leaders should ask the general manager of the company and fill in the hospitality application form for filing. Otherwise, the hospitality company that occurred will not be processed.
3. If all hospitality reimbursement vouchers are fraudulent, they will be doubled once they are discovered.
4、各部門主管和負責人有義務督促所屬員工回公司後及時按照規定進行報銷處理。否則財務部門有權從當事人當月工資中直接扣除，數額較大者可經總經理審批後直接從當事人所在部門主管和負責人工資中扣除。並按照現金管理規定清收當事人滯納金。
5、財務部門必須按照上述規定嚴格執行，否則每次處罰財務經辦人員和財務部門主管**元和**元。
IX. Supplementary provisions
本規定自下發之日起執行，如執行中出現問題，請及時與**部門聯繫。
篇四：客戶接待方案
One.客戶到公司之前的準備工作
1.確認：
航班號碼
航班到達時間
來訪人員數量
酒店信息
聯繫人和聯繫號碼
客戶自己的行程安排
做好接機牌
提前派好車，確定司機，提前溝通，若自己不去接，則要把重要信息傳達給司機
note:
如果客戶分批到我司會合的時候就要注意時間上的安排，不能讓客戶等太久，最好都同時到公司，掌握好時間。
2.內部的準備工作
會議室的布置：
到行政部登記借用會議室，多用302
會議室要乾淨整潔，事先通風，檢查垃圾簍，桌面是否清潔
將公司的宣傳冊和水統一整齊擺放，另外也可以準備兩個糖果拼盤，把椅子稍稍拉出來一點，方便客人入座
提前檢測我們的投影儀是否有用，早發現問題早解決，如不能正常投放，則借投影儀，給自己留有時間，將我司PPT調至放映狀態
將PPT的首頁改成具體的歡迎XX
將禮物準備好，事先放在會議室，便於客人要走的時候直接送出
個人準備
著裝要整齊大方，正式專業
準備好自己的名片
筆記本和筆
先到車間了解下我們車間的狀況，在生產那些模具
Cooperate
對於重要客戶，事前通知各個部門做好7S工作
有需要的時候請老闆或者相關領導參加
two.接待過程中
1.會議室內接待
進了會議室後，先讓客戶放好行李，就座
交換名片，在交換時候要用雙手，並且要介紹下自己的名字，說thank you!
再坐穩後開始PPT介紹，但注意一定要有眼神的交流，面對客戶講，要慢一點，而且要關注客戶的反應和表情，不能自己像背書一樣，不理客戶，一溜煙的說下去，要注意節奏。而且在這個過程中客戶會提問，所以留意他們的表情
當PPT結束以後，就是雙方對關心的問題的討論，主要的問題大多在《公司基本信息》表裡面，要記熟練切理解
當問題討論完後，參觀工廠
2.參觀過程
注意參觀路線
適當的解說，尤其是客戶關心的事物
B棟的二樓和三樓可以不帶客戶去
要注意客戶都問些什麼問題
3.細節性問題：
讓司機在客戶到達公司5分鐘之前通知，然後下樓到門口接客戶至會議室
若一兩個人的話就走在客戶前面引路，若客戶人很多是可兩個人搭配接待，負責到人
將樓梯內側讓給客人走，自己走外側，要走到前面幫客戶開門
注意眼神交流，面帶微笑，有禮貌
4.參觀工廠結束後
參觀完成回到會議室後，會談些問題，大多數也都是在中泰基本信息表裡面。在這個時候要注意記錄，即使不能用筆記錄下來，也要用心記錄下來，很重要
討論完問題以後，客戶準備離開，首先確認好車子已在樓下，另外送禮物，我們送的禮物都是有一點點代表意義的，並且最好是一樣的，不要當面送出的禮物有等級之分。另外我們可以稍微的解釋一點給他們聽，這是一個什麼東西等等.
客戶也準備好自己的行李之後就帶客戶下樓離開，派車送到他們想要去的地方
在最後客戶上車前，要親切的與他們握手道別，送出簡短的祝福。當他們上車以後，目送他們，且微笑，揮手告別
three. to sum up
1.個人總結
對整個客戶拜訪過程進行細緻總結，發現不足，及時改進提升
內部交流分享
2.跟蹤客戶反饋意見
四.心得總結
接待客戶是一個點滴積累，每一個細節都要注意的過程，尤其是時間和車輛的把控，不要浪費客戶的時間，用最好的態度服務於客戶。
最重要的是準備，把只要能想到的事情準備好，只有準備充分，才能使客戶對我們滿意。
對於我們銷售人員來說，專業知識太重要了。產品知識還有對我們公司的了解。我們所面對的客戶都是最專業的人，想要客戶信任你，想要和客戶走的更近，那就花點時間提升下自己的專業知識吧。
在整個過程中，客戶的每一個舉動都要用心留意，這都可以表現出他的喜好或者他真正關心的是什麼，也許細微的一點就是一個突破口。
內部的團隊協作很重要。明確分工。
更多的在以後的實踐中總結體會。要學的東西很多，做好計畫，堅持學習.
篇五： 客戶接待方案
一、親昵型顧客及其接待方法
親昵型顧客多為與店方關係較為緊密的顧客，也就是我們所說的熟顧客，很多開在居民區附近的社區商店的這群人比較多。一些商店開業一段時間，建立起一定信譽後，會有很多熟客。與熟客建立良好關係非常必要，但亦應注意對熟容和新客的應對辦法，不能顧此失彼。
Example 1:
某商店內，店員隔著櫃檯正招呼一名挑選某商品的婦女。這時，門前一輛高級轎車戛然而止，一位衣著華麗的婦女緩緩跨出。店員見狀立刻滿臉堆笑，迎上前去：“啊，陳太太，歡迎，歡迎，裡面請。”其他店員亦應聲附和：“歡迎光臨”、“陳太太幾天未來，依舊神采奕奕”。恭維之聲不絕於耳，面對剛才那位婦女則態度冷淡：“總之，這種某的質量已經夠好的了!”婦女再問：“是嗎?我再考慮考慮。”店員冷冷答道：“好，慢走，下次再來”。可見，陳太太是熟客，挑選某商品的婦女是新客。然而，店員對二者的態度卻這般懸殊，既影響顧客的自尊心，亦影響本店的聲譽。
Example 2:
某商店專營小禮品的專櫃前，一位女店員正與一名看似熟客的女青年聊得起勁。仔細一聽，其內容不外乎電影明星及各種小道訊息。顧客與店員如此之“熟”，也往往令人有過分的感覺。
顧客與店員之司適當的交流非常重要，能增進感情，樹立本店熱情服務的美名，而以上兩例卻有過而猶不及，只能適得其反。親密之中，也要保持禮儀。過分親近會招致顧客反感，店員與顧客閒話家常時，態度及措詞都要有分寸，不可忘記自己正在執行銷售工作而入“忘我之境”。
顧客自動聊起個人問題，應委婉避開，劃清彼此間關係，才不會讓其他顧客感到不舒服，熟客得罪不起，但也不能為了照顧熟客而使新顧客感到心理不平衡，忽視了新客成為熟客的巨大潛力。熟客與新客都是客人，都是上帝，他們有權利獲得平等的待遇。二者一起上門時，何不先一同招呼，等顧客散開後，再個別照顧也不遲。
從以上兩例，可總結出一些應對熟客的辦法：
例一中，店方工於心計，認為坐轎車來的太太消費額一定遠比買某小商品的新顧客高，或許有些道理，但錯在態度過於明顯，讓其他顧客一眼看出其間的差異，自然心中不快。因此，遇到店內有兩個以上顧客時，店員要始終堅持平等應對的原則，即使其他顧客先出聲招呼，也應先跟眼前顧客致歉，事情辦定後立刻回到原顧客的地方，絕對遵守公平對待原則。
例二中，則應注意與顧客保持適當距離，避免閒扯不相干的話題，“距離能產生美”絕對是一條永恆的真理。
1 The salesperson receives the customer in the order of “attendance log”. If the salesperson of the turn is not present or receiving the customer, the next salesperson will receive the customer, and the original salesperson will not make up the return;
2 The sales supervisor is responsible for supervising and adjusting the order of the customer reception, making it fair and reasonable and ensuring that each visiting customer receives the initiative of the salesperson in time;
3 The turn-off salesperson must receive the preparatory work in advance, and must not leave at random. It must stand at the door of the reception desk with the salesperson who is about to turn, and take the initiative to meet the customer when the customer enters the door;
4 When we welcome the guests, the guests enter the sales department, and all the sales staff stand up with a smile and welcome: "Hello, welcome to XX Garden";
5 When the salesperson receives the customer, he or she is obliged to receive the salesperson to assist the former to pour tea. If multiple customers come together, assist the work in no order;
6 As long as the visitor has an intention to understand the real estate situation, the customer is not allowed to pick the customer, and the customer should not be subjected to a cold reception. Regardless of the appearance of the customer or the motivation of the visit, the salesperson must fully receive the reception;
7 The salesperson shall not interrupt the customer being received for any reason and transfer to other customers;
8 The salesperson shall not compete for customers in front of the customer;
9 The salesperson shall not take the initiative to intervene or help introduce other customers when they receive the customer, unless they are invited;
10 Each salesperson is obliged to assist other sales associates in facilitating the transaction. Other salespersons' customers must contact the original salesperson immediately, and they can agree to understand the situation before they can continue to receive. The salesperson must not hand in business cards with other customers unless they have obtained the consent of the original salesperson;
11 The salesperson has no right to arbitrarily offer, rebrand, and have no right to directly locate the developer for discount or apply for other matters, otherwise he will bear the consequences;
12 The salesperson must not enter into a private transaction with the customer, such as asking for a certain return after winning the corresponding discount for the customer;
13 When the salesperson receives the customer, he must send the customer to sell the building and make a reception record. You must not talk, insult or make fun of the customer behind the scene;
14 Each salesperson has the obligation to patiently answer the customer's questions and encourage customers to visit the sales office to indicate their identity, but they must not ask the customer to go to the site to specify who to look for;
15 The customer who has received the registration for the reception will come to the scene and can receive the priority from the sales representative who was registered at the original reception. If the original salesperson is absent or temporarily unable to receive the reception, the sales representative will be obliged to accept the reception or the original salesperson will entrust other sales staff to be accepted for reception, and will wait until they are busy. The volunteer reception or the entrusted colleague shall make a visit registration record for the original salesperson, and the number of the salesperson who is entrusted or received on behalf of the salesperson may be replenished;
16 Unregistered customers will take the initiative to find a salesperson when they visit, and they can be received by the designated salesperson. The order of reception of the designated salesperson in the shift will not change; if it is the reception of the salesperson, it will be counted as Round. If the salesperson is not present, it will be received by the turn-on salesperson and registered as a customer;
17 If the registered customer initiates a request to change the receptionist in the middle, the sales supervisor shall coordinate and handle the replacement reception, and the new salesperson shall register the customer, and the original salesperson shall not object to the processing result;
18 If there is a contradiction between the customer and the host, it is necessary to report to the sales supervisor, and the salesperson must not object to the result;
19 The developer and the customer introduced by the company are received by the turn-on salesperson and registered as a customer.
20 All staff should keep confidential customer information;
21 For the violation of the reception management method, the sales supervisor has the right to give a warning or to be treated as a priority.
Part 2: Overseas Customer Reception Program
Customer reception is an important part of our business activities and an effective carrier for our business negotiations and customer communication. A high-quality customer reception event can fully demonstrate the business level, comprehensive quality, negotiation skills, organizational skills and coordination capabilities of our business staff, and fully demonstrate the company's brand image, demonstrate the company's comprehensive strength, and promote cooperation between the two parties. The smooth progress of the project will facilitate the smooth development of the project negotiation. At the same time, it will also promote the formation of new cooperation projects and enhance the cooperation between the two parties to the level of strategic partnership. Therefore, a comprehensive and considerate customer reception activity plays an important role in the sales promotion of production enterprises.
First, the general purpose of customer visits:
In the process of mail communication between our business staff and customers, the customer is likely to mention the visit to the company. At the same time, our business staff will invite customers to visit our company at an appropriate time to deepen the communication and understanding between the two parties. To promote the cooperation between the two sides. So, we must first understand the purpose of customer visits, usually no less than the following:
1. Inspect the factory to understand the basic operation of our company's production scale, production capacity, product quality, etc., and understand our production system, quality control system and R&D system. These customers are often new customers. They only know about our company through websites, exhibitions, customer introductions, etc., and have generated strong cooperation intentions. However, we don’t know much about our corporate entities. Therefore, field visits are undoubtedly the most direct and effective. Ways to understand.
2, to conduct project negotiations, such customers are often several times with the relevant business personnel of our company, and have seen our products and the company's overall image display at relevant exhibitions. Visitors are often prepared with orders and projects. The purpose is to discuss the cooperation of existing projects, including substantive discussions on related technical issues, price issues, payment methods, delivery dates, etc. Such customers are usually the most important thing we pay attention to. Therefore, the reception should not only be accompanied by professional and technical personnel, but also the company leaders will participate in reception and negotiation.
3, inspection based, by the way to understand the latest developments of the company. Such customers usually have a basis for cooperation with our company. The main purpose of the visit is to further confirm the quality and quality of our products. At the same time, there are certain new projects in hand, and if the talk is pleasant, the possibility of new project generation is great. Such customers are often overlooked by our business people and related leaders, because customers have already visited, and everyone is working together, but we often ignore the generation of new projects.
4. Complaints mainly, and in-depth investigation of our company by the way. Such customers make us the customers we most want to receive but are most afraid of reception. I think because he is indeed a good partner; fear, because we have a place where we can't hold customers, and worry that it will hurt and possibly lose customers. However, such customers, we must precisely pay attention to it.
5. The two companies conduct basic interpersonal communication. Such a customer visit is often by the way, and there may be no appointment before. The relationship between such customers and customers is already very iron. Just come to strengthen communication, and take a look at the operation of the orders being co-operated.
Second, the preparation work before the customer visits
Once the customer is confirmed to visit, our business personnel must carefully and carefully prepare the relevant work. For the purpose of customer visits, we must make specific arrangements according to the company's relevant processes and systems:
1. Understand customers
For old customers to visit, we do not need to have a deep understanding of the customer. However, for new customers to visit, we must be cautious, we must understand in detail the actual situation of the customer and the real intention of the visit. If we find that the client company entity does not exist or is a manufacturing company similar to our products, we must treat customers with caution. Therefore, customer survey is very important, business personnel must fill out the form carefully through website inquiry, customer communication, etc.
2. Invitation letter and related visit procedures
After the customer confirms the visit, the business personnel must communicate with the customer in detail to understand whether the customer needs our company to make a visiting invitation letter, so that the customer can smoothly handle the VISA card. Some countries also need us to provide other relevant supporting materials such as: our government departments need to review the other party's credit status\identity and other materials, then our business personnel should assist in the processing before the customer determines the visit, so that customers can enter the country smoothly.
3. Customer's itinerary
After confirming the customer's visit, the business personnel should fully understand the travel schedule of the customer's visit. The customer usually does not enter China just because of visiting our company. Generally, several suppliers are inspected at the same time, or the exhibition is over. Therefore, the business personnel should communicate with the customer beforehand to confirm. If the customer visits other Chinese suppliers after consulting us, they should help the customer to make relevant contacts and docking work.
4. Confirmation of flight, car, hotel, accommodation, etc.
After the customer confirms the visit and has already completed the VISA card, it usually tells the business personnel the accurate flight information. At this time, our business personnel should contact the customer proactively, try not to let the customer fly directly to Shanghai, and can transfer to Hong Kong through Hong Kong. It can save us time for pick-up, and secondly, we can save a certain amount of car costs for our company.
After confirming the flight information, you must also ask the customer if they need our company to book a hotel on their behalf in order to arrange accommodation. Hotel accommodation fees are usually paid by the guests themselves, but our business staff should actively ask and assist customers to book the hotel.
Before the customer visits, the business personnel must fill in the application form of the vehicle to the administrative department two days in advance according to the number of visiting customers, so as to arrange the vehicle to pick up the customer as soon as possible. See Table 2:
5, participate in the reception of the reception staff
According to the previous communication, the business personnel should be able to basically understand the main content of the customer's visit. For this reason, the business personnel should communicate with the relevant technical personnel and relevant leaders one day in advance, and ask the relevant technical personnel to give them at the reception. Assistance and support. At the same time, the customer visit information should be reported to the department manager and the vice president of the foreign trade department in advance in order to accurately grasp the customer's intention, ensure the smooth progress of the negotiation process, and analyze and judge the relevant problems. More importantly, the customer should inform the department head, general manager or deputy general manager according to the customer level before the visit to determine the personnel involved in the negotiations. If you need a senior leader such as the chairman of the board to participate, you must inform the General Manager Office 2 days in advance to confirm whether the senior leadership such as the chairman can participate.
6, data preparation
Before the customer visits, the business personnel should carefully sort out the relevant information passed by the customer, such as: discuss the cooperation of the product, price, technical improvement, mold opening and so on. And important faxes, EMAIL, related contracts, quotations and other important information to and from this customer. The technical parameters and instructions for use of the product should be contacted with the relevant personnel of the research institute or technical department in advance to ensure correctness. And to communicate with the department manager and the vice president of the foreign trade department in advance to facilitate the smooth progress of the negotiations. More importantly, before the negotiation, the business personnel should fully understand the situation of the products to be negotiated, so that the negotiation site can respond quickly and answer the customer's questions at any time.
7, preparations for the necessary supplies for the talks
The day before the customer visit, the business personnel must inform the administrative department in advance about the number of visitors, the mineral water, coffee, samples, fruits, paper cups, sticky notes, pens, etc. required for the exhibition, the use time of the exhibition hall, the use time of the multimedia classroom, and the use of the conference room. Time, whether you need a national flag, gifts, banners/welcome cards and other requirements, so that the executive department can prepare for the meeting. The Department of Administration must open the room air-conditioning 10 minutes before the customer enters the meeting room and prepare all the preparation materials and supplies in place.
8, reserve gold preparation
In order to ensure sufficient use of funds during the visit, the business personnel should pre-borrow part of the reserve fund from the Finance Department according to the number of visiting customers, arrival time and other information in order to entertain customers on the way to simple meals or other special expenses.
9, dining preparation
Before the customer visits, the meal should be arranged according to the time of the customer's inspection in our company. If the customer returns on the same day, the customer should be banqueted at noon, and there is a department manager or vice president of the foreign trade department. If the customer leaves the next day or every other day, the lunch should be simple, the salesperson will accompany the customer to go out or eat at the company restaurant. The dinner should be attended by the department manager or the vice president of the foreign trade department or other leaders of the company to participate in the banquet. Communicate with the vice president of the Ministry of Foreign Trade so that the vice president of the Ministry of Foreign Trade can arrange for the backup department to make early reservations.
Third, the talks process
The whole process of the customer's visit is mainly divided into watching the video to understand the company's development history, visiting the exhibition hall, the company's PPT introduction, project cooperation discussion, etc. These parts can be interlaced or simultaneously, but need to pay attention to the following points:
1. After the customer is seated and all the participating receptionists are seated, the main reception clerk should get up and introduce himself first, then introduce the company to the receptionist according to the ranks. After the introduction, they will introduce the customer to our company leader in Chinese. Fang representative, if the client has only one person, you do not need to introduce it.
2. After the introduction of the personnel, the main reception clerk should introduce and explain the theme of the whole meeting. During the introduction and explanation of the main reception clerk, the salesman who cooperates with the reception should be ready to provide translation assistance at any time so that the relevant personnel of our company can understand.
3. For the company introduction, if there is no video information introduction, the main reception salesman will demonstrate and explain to the customer in accordance with the PPT data that has been reviewed and confirmed; during the explanation process, the customer should be carefully listened to the questions raised by the customer at any time and given correct answers. If you are not sure, please ask the relevant leaders to give answers, and at the same time do translation assistance.
4. The new visiting customer usually introduces the relevant situation of the company after the introduction of the main reception clerk, and the main reception clerk should do the corresponding translation work.
5. The project negotiation can be carried out in the conference room, and can also communicate and communicate at the same time while guiding customers to visit the exhibition hall. During the project negotiation process, the relevant senior leaders of the company should be advised to evade in an appropriate manner to ensure that the final decision of the company leader does not affect the content of the negotiation. Even if the project negotiation has been discussed in the exhibition hall, the final project confirmation must still be carried out in the conference room.
6. In the whole process of the talks, the receptionist should be ready to discuss and organize all the details of the meeting at any time. After the talks, the receptionist should immediately make a summary of the meeting and ask the customer and the main receptionist. The audit confirms that both parties have signed one original. The English template for the minutes of the meeting is as follows:
7. In the middle of the whole process of customer reception, the receptionist should be at any time to assist in the supplementary work of tea, coffee, beverages, materials, auxiliary equipment, auxiliary personnel, etc., as well as filming and recording of live pictures.
Fourth, follow-up work of the talks
1. After the talks, the receptionist should clean up the conference room and return the relevant equipment to the relevant department.
2. The main reception clerk should accompany the customer for lunch or dinner. Usually, if a customer is having dinner at our company, lunch should be served as a simple work meal. In the case of dinner with the client, there should be a corresponding department manager or vice president to participate, and important customers should invite the company's senior tie to participate in advance. Give gifts to customers before dinner. If the client needs to leave after lunch, the lunch should be considered a full meal and served according to the appropriate standards.
3. The main reception clerk should keep communication with the administrative department at any time to ensure the smooth use of the car, and must not cause the customer to wait for a long time due to the negligence of our staff. And timely arrange to send customers to the corresponding railway station or airport.
V. Visiting post work
1. On the second day after the customer visit is over, the main reception clerk shall promptly translate the minutes of the meeting confirmed by both parties into Chinese, and confirm the relevant technical issues, delivery date and other information on the same day with relevant production, technology and R&D departments. The notification of the need to release production, improvement, mold opening, research and development, etc. should be completed within two working days.
2. On the second day after the customer's visit, a letter of appreciation with details and including the attached files of the minutes of the meeting should be sorted out to the client, and all the visiting personnel of the client and the relevant leaders of the Ministry of Foreign Trade who participated in the reception should be copied. At the same time, we will inform the customer of the latest information about improvement, mold opening, research and development provided by our technicians, so that the customer can grasp and understand the feedback information of our company in a timely manner, and at the same time clarify the completion schedule and important matters of the pending matters in the negotiation. In the mail, the relevant photos when the customer visits can be transmitted to the customer. Note: In order to prevent mail from clogging the customer's mailbox, all photos should be copied to WORD and compressed and sent as a document. Make sure that the entire message size does not exceed 1MB.
Six, matters needing attention
1. The customer reception from the initial contact preparation to the end of the reception to the follow-up work advancement process, the main reception clerk should complete the relevant forms, and submit to the Deputy General Record of the Ministry of Foreign Trade for the second day after the follow-up work is officially promoted. .
2. Knowledge about customer reception etiquette requirements, dining etiquette requirements, business negotiation etiquette requirements, etc. are all involved and understood in the school and in the previous work, and will not be explained in detail here. Unclear can be queried online. If necessary, we will explain it in future training.
Part 3: Customer Reception Program
First, the cause of hospitality
1. The relevant functional departments come to inspect, investigate, inspect, guide, and contact the work;
2. Visits, visits, and contact work of relevant units in the field;
3. Customers, ** companies, etc. come to visit, visit, and contact with the work;
4. Going out to contact official business;
5. Marketing business contacts;
6. The company's collective entertainment activities or evening parties;
7. Overtime work at the meeting;
8. Other reasons decided by the main leaders.
Second, the content of the hospitality
The contents of the reception include dining, accommodation, tobacco and alcohol, fruit and so on.
Third, the standard of hospitality
Meal and number of guests: The standard of meals includes all the expenses incurred in the meal, such as dishes, wine, tobacco, rice, etc. The standard of meals for accompanying guests is calculated according to the corresponding guest.
1. Weekday meetings are overtime, and work meals are arranged. The standard for lunch and dinner is controlled within * yuan/person.
2, the company's collective entertainment activities or evening parties, dinner standards are controlled within * yuan / person; New Year's dinner can be appropriately relaxed to * yuan / person.
3. The marketing business contacts and the hospitality of going out to contact the official business must be reported to the relevant leaders for approval beforehand, and the corresponding standards for the arrangement of the hospitality as needed:
3.1 Provincial leaders or personnel*, within the eastern provinces, lunch and dinner * yuan / person, the central and western provinces, lunch, dinner * yuan / person. * Additions to people above * yuan / person standard calculation. In principle, at least * the deputy general level and above are accompanied.
3.2 Local or city level leaders or personnel * Within the province, the eastern provinces shall have lunch and dinner*/person/person, and the central and western provinces shall have lunch and dinner*yuan/person. * Additions to people above * yuan / person standard calculation.
3.3 County-level leaders or personnel*, within the eastern provinces, lunch and dinner * yuan / person, the central and western provinces, lunch, dinner * yuan / person. * Additions to people above * yuan / person standard calculation.
3.4 General leaders or personnel * Within the person, lunch and dinner will be controlled within * yuan / person, * people plus more than * yuan / person standard calculation.
4. Local reception, the entertainment standards of the functional departments shall be determined by the main leaders accompanying them. Other lunches and dinners are controlled within * yuan/person, and * people are added to the * yuan/person standard calculation.
Accommodation and reception standards: According to the level of visitors, the reception can be arranged according to the following criteria.
1, the general level:
Suitable for personnel: general business class inspectors, non-company inviting technicians, etc.;
1.1 Accommodation standards are booked on behalf of the other party's personnel, the company does not bear the cost of accommodation;
1.2 Reception escort: office staff, salesman or regional manager;
1.3 Reception vehicles: general vehicles of the company;
1.4 In principle, no entertainment activities will be arranged.
2, the middle level:
Suitable for personnel: personnel from various cities, counties, etc.
2.1 Accommodation standards are booked on behalf of the other party's personnel, the company does not bear the cost of accommodation;
2.2 Reception of accompanying personnel: office, deputy general manager, relevant business personnel;
2.3 Reception vehicles: company advanced vehicles;
2.4 emotional reception: such personnel, the company's senior officials can arrange one or two receptions, accompanied by reception staff to increase their feelings;
2.5 Other reception items: The company arranges to bring customers to the main local attractions for play or evening entertainment. The cost is controlled below * yuan. If necessary, the souvenirs can be presented when the customer leaves;
2.6 The above standards are based on two customers. If there are more than two customers, entertainment plus * yuan / person standard calculation.
3, high level:
Suitable for personnel: leaders of major provincial and municipal bureaus, major ** personnel, company invited leaders, and other invited personnel.
3.1 Accommodation standard Three-star or above hotels, the price is controlled at * yuan / room, the company bears the full cost;
3.2 Reception escorts: general manager, deputy general manager or company designated personnel;
3.3 Reception vehicles: the company's senior business vehicles or renting advanced vehicles;
3.4 Other hospitality items: The company arranges to bring customers to the main local attractions for play or evening entertainment. The cost is controlled below * yuan; if necessary, souvenirs can be given when the customer leaves.
3.5 The above standards are based on two customers, such as more than two customers, entertainment plus * yuan / person standard calculation.
4. Accommodation and reception standards in other provinces and cities
Fourth, the management of hospitality
Dining reception
1, the dining and entertainment implementation of the counterpart declaration, the office is responsible for management. That is, which department's business is declared by the head of which department. When filing, the applicant must first fill in the hospitality application form at the office. The items on the hospitality application form must be filled in truthfully, comprehensively and correctly, and the project will not be approved. After the hospitality application form is completed, it will be submitted to the office for approval. After signing and approving, the applicant will lead the receptionist to the designated place to eat. At the time of checkout, an invoice must be obtained, accompanied by a menu written by the hotel waiter. Invoices and menus must be brought back to the company at the same time, otherwise the company's general manager will not sign the reimbursement with or without the hospitality application form.
2. If you are in urgent need of hospitality and you are unable to obtain the hospitality with the person in charge of the office or the general manager, you must reissue the hospitality application form. First, the receptionist wrote an application explaining why the hospitality application form was not obtained in advance, why was it not possible to contact the leader phone in advance, and why. The application must be submitted to the general manager for approval. Where the application is approved, the application signed by the general manager to the office to fill the hospitality application form, otherwise, the office will not be granted.
3. Any finance that has no hospitality application form or has a hospitality application form but has insufficient approval procedures will not be reimbursed. Otherwise, the responsibility of the relevant personnel should be investigated. 4. If the company employees need to entertain, they must first ask the supervisor or the office director, and the supervisor or the office director fills in the hospitality application form, and asks the general manager for approval, and then gives a clear reply. The application form is used as the basis for reimbursement of hospitality expenses after the employee returns to the company. Otherwise the finance will not be processed.
Hospitality wine and tobacco are handled by the office according to the leadership instructions.
All working meals should not be allowed to drink at noon; other dining occasions for foreigners who need to drink alcohol must be in moderation, and must not cause accidents or damage the image of the unit.
The number of escorts is generally controlled at 2-3 people. It should be the person in charge of the department and the specific staff. If necessary, the general manager of the company or the deputy general manager, but the maximum number of escorts is no more than four.
Five, customer reception process
Reception Application-----Determining Reception Level-----Contact Reception Unit-----Arranging Reception Staff-----Airport Pick-up-----Arranging Accommodation----- Visiting the Company- ----Leadership-----Catering arrangements ------Proposing and collecting cooperation matters ------Handling and determining cooperation matters ------Leading talks ------Airport Send a car ------ call back
1. Reception application: The receptionist informs the office when they know the customer is about to visit, and requests the arrangement of the customer reception. If the business trip is outside, it should be notified by telephone in time, and the contact information of the customer, the number of accompanying persons, and whether the vehicle needs to be used. Airport or train station pick-up;
2. Determine the reception level: According to the information provided by the hospitality staff, there is an office to determine the reception standard.
3. Reception preparation work: According to the request for reception, the office should make relevant reception arrangements before the arrival of the customer, and contact the customer in time to know the specific number of visitors, whether to use the car, make reservations, order food or other requirements, and implement them in time. .
4. Arranging reception staff: The company arranges reception personnel according to the needs of the work. The personnel who shoulder the reception tasks must implement the whole reception process in strict accordance with the standards. Under normal circumstances, the reception staff should not leave before the visitor does not leave.
5. Airport pick-up: After receiving the reception task, the receptionist must confirm when the flight of the visiting person arrives, the arrival place, the flight number, the name and characteristics of the visiting person. If you need to use the car, first implement the company with or without the vehicle. If you can't arrange the vehicle, you should inform the customer and inform the car, especially the aircraft. You can inform the passenger to take the express train to the station or take the bus to the station. . It is necessary to use the car and the company can not dispatch the vehicle, and the general manager can be hired to rent the commercial vehicle. After receiving the visitor, the receptionist will help to pick up the luggage and get on the bus. According to the time of the shift or the needs of the visiting staff, the order of accommodation and catering will be arranged.
6. Accommodation Arrangement: If you need to arrange accommodation, the office will notify the hotel with the agreement in advance. After arriving at the place of accommodation, the receptionist should take the initiative to help the visiting person to carry the baggage to the room, simply explain how to use the facilities in the room and leave their own contact number. According to the visitor is a long-distance or short-distance, arrange for visitors to rest or go directly to the sales department. And contact the office in advance for the reception arrangements of the relevant departments.
7. Visit:
7.1 Before the arrival of the guests, the office should first clean the meeting room and prepare the corresponding tea, smoke, fruit and so on.
7.2 The technical department cooperates to install the projector and other equipment in place, and arrange the explanation personnel.
7.3 The tour is mainly the reception of the exhibition room. Generally, the office and the workshop are not arranged. If the guest asks for the necessary visit, the guest can be guided to visit, but the accompanying staff must greet the supervisor in advance and inform the guests that they cannot take photos.
7.4 After the receptionist arrives with the visiting person, the receptionist must take the initiative to use the polite language to arrange the visitor to sit down and deliver the tea.
7.5 The main introduction work is carried out by the reception staff. The main highlights of the introduction work are: the layout of the model, the exhibition room, the explanation of new products, the coordination of sound effects, the main scope of work of the staff, the corporate culture, the prospects of the company, and so on. Before introducing the company's leadership, the receptionist can discuss the opinions of the cooperation and the main purpose of the visit.
8. Leaders' interviews: Before leading the visitors to the leadership, they must communicate with the company's leaders, confirm the time and place, and then lead the visitors to meet with the leaders. When meeting, the receptionist will first introduce the work of both parties, and then explain the main negotiating matters of the visitors.
9. Catering Arrangement: The office can inform the relevant departments to carry out the general reception. The general reception requires the business staff or related staff to carry out together, arrange the reception staff to accompany the visiting staff to eat, and arrange the drinks according to the habits of the visitors. During the meal, the reception staff can appropriately promote the atmosphere and promote the exchange of feelings between the two parties. . According to the situation of the visiting customers, the office should order the food in advance according to the standard of the meal, so that the guests can get the food immediately after arriving at the restaurant. Drinks, cigarettes, drinks, etc. should be purchased by the company office as much as possible.
10. Proposing and collecting cooperation matters: After the above steps, the emotional exchanges between the two sides have a basis, and the reception staff can arrange for both parties to transfer to the stage of business negotiation. According to the actual situation of the company's work and the relevant standards of the department, the content of the cooperation matters shall be proposed, and the contents of the cooperation matters proposed by the visitors shall be consulted and the transcripts shall be made.
11. Handling and determining cooperation matters: Based on the principle of win-win, the reception personnel collect the opinions of both parties according to the content of the cooperation matters, handle them and even finalize the case. After the two parties have determined, they will use the copy to hand over to both parties. Verbal promises or verbal agreements are prohibited.
12. Leading talks: After the two sides reached an agreement on cooperation, the leaders of the two sides will generally celebrate each other and the reception staff will make relevant arrangements in due course.
13. Airport drop-off: Visitors leave, and the reception staff will accompany the guests. In addition to the initiative to help the visiting staff to remind the visitors, if there are souvenirs presented by the company, they must be reminded or directly submitted to the visitors. When you drop off, you must wait until the visitors leave their line of sight before leaving.
14. Telephone return visit: The reception personnel according to the flight number of the visiting personnel, estimate the time of their arrival, timely call for information on the reception work, and understand the customer's opinions on the company's products and corporate image. Make timely records and report to the company for improvement.
15. Recording of the company's customers: After the reception task is over, the relevant reception personnel fill in the customer information form and submit it to the sales department for filing. The customer information form includes: unit, address, name, position, contact information, contact details of the reception staff, and harvest status.
6. Reimbursement for hospitality
1. Time for reimbursement:
1.1 All kinds of hospitality expenses should be reimbursed in time within 3 days after the completion of the transaction or return to the company.
1.2 The general manager's office will only apply for approval on Mondays every week, and will not approve the rest of the time.
1.3 The reimbursement of the Finance Office is concentrated on the Tuesday to Thursday of each week and will not be processed for the rest of the day.
2. Management of reimbursement:
2.1 The reimbursement of hospitality expenses shall be handled by the designated personnel of the department, and shall be collected by the special management personnel and reported to the general manager's office. The special management personnel may be responsible for the preliminary verification of the reimbursement voucher. If the formalities are not complete, the special manager shall not accept it.
2.2 The person in charge of the bill, the person in charge of the department, the auditor, and the head of the financial department must fill in the audit item by item before reporting to the departmental special manager.
2.3 The department head mainly verifies the truthfulness and plausibility of the time, place and cost of the hospitality expenses and signs and signs the date on the expense reimbursement form.
2.4 The Finance Department shall focus on the legality review of the original invoices and menus attached to the “Expense Reimbursement Form”; whether there is any alteration; whether the calculation of the fees is correct; whether the attached invoices are complete.
3. The posting of the reimbursement form:
3.1 The hospitality fee must be in accordance with the financial requirements: the bills are opened from left to right and the seated stickers are attached. The voucher must be firmly attached and must not be longer than the order.
3.2 The number of single handed persons, reimbursers, the number of voucher, the amount of reimbursement, the reimbursement, etc. must be filled in according to the facts and must not be altered. If the person in charge and the reimbursement person are one person, they must also fill in at the same time and must not be vacant. The invoice amount must be equal to or greater than the actual reimbursement amount.
3.3 The bill must be affixed to the left side of the list, and the top and bottom are neatly aligned. The reimbursement is consistent with the posting of the order and the amount is the same.
3.4 The bill must be filled in from top to bottom, and no blank lines or spaces should appear. The reimbursement amount and the approved amount must be truthfully filled out.
3.5 The hospitality expenses must be clarified by the source and sub-personnel of the source of the fee.
3.6 The hospitality expenses of each business trip shall be separately posted, and the expense reimbursement forms shall be filled out separately, and they shall not be mixed together for reimbursement.
3.7 Hospitality bills without invoices and irregular invoices are not reimbursed in principle.
3.8 Other fees are not allowed to be attached to the hospitality bill.
4. Fill in the reimbursement form:
4.1 The accountant should follow the principle of “seeking truth and accuracy” when filling out the reimbursement form, and fill in the reasons, amount, time and place of the hospitality as required, and sign his own name. The single law of reimbursement is not allowed to be altered, especially the amount of the fee, and the case of the amount of the fee must be consistent, otherwise it will be invalid.
4.2 “Expense Reimbursement Form” “Paste on the list” to clearly indicate the location and cause of the hospitality.
4.3 The invoice amount cannot be altered. If the invoice amount is inconsistent with the reimbursement amount, the amount on the order will be filled in to the actual amount.
4.4 On the handwritten invoice must be clearly written in the unit full name, time. Note: You must fill in the invoice and fill it out.
4.5 The fixed invoice can be filled in by the full name and time of the unit.
4.6 All other items on the reimbursement form must be filled out truthfully, and the number of attached documents in the number of attached files column.
Seven, financial accounting
1. After the expense is reimbursed, the cashier should record the cash account in a timely manner. The account must be processed on the same day and must not be processed overnight.
2. The cashier must submit the cash receipts and payments statement on a weekly or monthly basis in accordance with the company's requirements.
3. After the cashier has registered and completed the account, the certificate must be passed to the current accountant in a timely manner. The accountant will establish a detailed account of the expenses according to the actual situation of the reimbursement. A monthly summary report of regional expenses is required.
Eight, punishment provisions
1. The heads and leaders of all departments must strengthen the management of the business trips during the probation period. The hospitality expenses shall be borne by the department heads and leaders, and shall be deemed as the department heads and leadership expenses.
2. For business trips during business trips, the department heads and leaders must be requested in advance. The department heads and leaders should ask the general manager of the company and fill in the hospitality application form for filing. Otherwise, the hospitality company that occurred will not be processed.
3. If all hospitality reimbursement vouchers are fraudulent, they will be doubled once they are discovered.
4、各部門主管和負責人有義務督促所屬員工回公司後及時按照規定進行報銷處理。否則財務部門有權從當事人當月工資中直接扣除，數額較大者可經總經理審批後直接從當事人所在部門主管和負責人工資中扣除。並按照現金管理規定清收當事人滯納金。
5、財務部門必須按照上述規定嚴格執行，否則每次處罰財務經辦人員和財務部門主管**元和**元。
IX. Supplementary provisions
本規定自下發之日起執行，如執行中出現問題，請及時與**部門聯繫。
篇四：客戶接待方案
One.客戶到公司之前的準備工作
1.確認：
航班號碼
航班到達時間
來訪人員數量
酒店信息
聯繫人和聯繫號碼
客戶自己的行程安排
做好接機牌
提前派好車，確定司機，提前溝通，若自己不去接，則要把重要信息傳達給司機
note:
如果客戶分批到我司會合的時候就要注意時間上的安排，不能讓客戶等太久，最好都同時到公司，掌握好時間。
2.內部的準備工作
會議室的布置：
到行政部登記借用會議室，多用302
會議室要乾淨整潔，事先通風，檢查垃圾簍，桌面是否清潔
將公司的宣傳冊和水統一整齊擺放，另外也可以準備兩個糖果拼盤，把椅子稍稍拉出來一點，方便客人入座
提前檢測我們的投影儀是否有用，早發現問題早解決，如不能正常投放，則借投影儀，給自己留有時間，將我司PPT調至放映狀態
將PPT的首頁改成具體的歡迎XX
將禮物準備好，事先放在會議室，便於客人要走的時候直接送出
個人準備
著裝要整齊大方，正式專業
準備好自己的名片
筆記本和筆
先到車間了解下我們車間的狀況，在生產那些模具
Cooperate
對於重要客戶，事前通知各個部門做好7S工作
有需要的時候請老闆或者相關領導參加
two.接待過程中
1.會議室內接待
進了會議室後，先讓客戶放好行李，就座
交換名片，在交換時候要用雙手，並且要介紹下自己的名字，說thank you!
再坐穩後開始PPT介紹，但注意一定要有眼神的交流，面對客戶講，要慢一點，而且要關注客戶的反應和表情，不能自己像背書一樣，不理客戶，一溜煙的說下去，要注意節奏。而且在這個過程中客戶會提問，所以留意他們的表情
當PPT結束以後，就是雙方對關心的問題的討論，主要的問題大多在《公司基本信息》表裡面，要記熟練切理解
當問題討論完後，參觀工廠
2.參觀過程
注意參觀路線
適當的解說，尤其是客戶關心的事物
B棟的二樓和三樓可以不帶客戶去
要注意客戶都問些什麼問題
3.細節性問題：
讓司機在客戶到達公司5分鐘之前通知，然後下樓到門口接客戶至會議室
若一兩個人的話就走在客戶前面引路，若客戶人很多是可兩個人搭配接待，負責到人
將樓梯內側讓給客人走，自己走外側，要走到前面幫客戶開門
注意眼神交流，面帶微笑，有禮貌
4.參觀工廠結束後
參觀完成回到會議室後，會談些問題，大多數也都是在中泰基本信息表裡面。在這個時候要注意記錄，即使不能用筆記錄下來，也要用心記錄下來，很重要
討論完問題以後，客戶準備離開，首先確認好車子已在樓下，另外送禮物，我們送的禮物都是有一點點代表意義的，並且最好是一樣的，不要當面送出的禮物有等級之分。另外我們可以稍微的解釋一點給他們聽，這是一個什麼東西等等.
客戶也準備好自己的行李之後就帶客戶下樓離開，派車送到他們想要去的地方
在最後客戶上車前，要親切的與他們握手道別，送出簡短的祝福。當他們上車以後，目送他們，且微笑，揮手告別
three. to sum up
1.個人總結
對整個客戶拜訪過程進行細緻總結，發現不足，及時改進提升
內部交流分享
2.跟蹤客戶反饋意見
四.心得總結
接待客戶是一個點滴積累，每一個細節都要注意的過程，尤其是時間和車輛的把控，不要浪費客戶的時間，用最好的態度服務於客戶。
最重要的是準備，把只要能想到的事情準備好，只有準備充分，才能使客戶對我們滿意。
對於我們銷售人員來說，專業知識太重要了。產品知識還有對我們公司的了解。我們所面對的客戶都是最專業的人，想要客戶信任你，想要和客戶走的更近，那就花點時間提升下自己的專業知識吧。
在整個過程中，客戶的每一個舉動都要用心留意，這都可以表現出他的喜好或者他真正關心的是什麼，也許細微的一點就是一個突破口。
內部的團隊協作很重要。明確分工。
更多的在以後的實踐中總結體會。要學的東西很多，做好計畫，堅持學習.
篇五： 客戶接待方案
一、親昵型顧客及其接待方法
親昵型顧客多為與店方關係較為緊密的顧客，也就是我們所說的熟顧客，很多開在居民區附近的社區商店的這群人比較多。一些商店開業一段時間，建立起一定信譽後，會有很多熟客。與熟客建立良好關係非常必要，但亦應注意對熟容和新客的應對辦法，不能顧此失彼。
Example 1:
某商店內，店員隔著櫃檯正招呼一名挑選某商品的婦女。這時，門前一輛高級轎車戛然而止，一位衣著華麗的婦女緩緩跨出。店員見狀立刻滿臉堆笑，迎上前去：“啊，陳太太，歡迎，歡迎，裡面請。”其他店員亦應聲附和：“歡迎光臨”、“陳太太幾天未來，依舊神采奕奕”。恭維之聲不絕於耳，面對剛才那位婦女則態度冷淡：“總之，這種某的質量已經夠好的了!”婦女再問：“是嗎?我再考慮考慮。”店員冷冷答道：“好，慢走，下次再來”。可見，陳太太是熟客，挑選某商品的婦女是新客。然而，店員對二者的態度卻這般懸殊，既影響顧客的自尊心，亦影響本店的聲譽。
Example 2:
某商店專營小禮品的專櫃前，一位女店員正與一名看似熟客的女青年聊得起勁。仔細一聽，其內容不外乎電影明星及各種小道訊息。顧客與店員如此之“熟”，也往往令人有過分的感覺。
顧客與店員之司適當的交流非常重要，能增進感情，樹立本店熱情服務的美名，而以上兩例卻有過而猶不及，只能適得其反。親密之中，也要保持禮儀。過分親近會招致顧客反感，店員與顧客閒話家常時，態度及措詞都要有分寸，不可忘記自己正在執行銷售工作而入“忘我之境”。
顧客自動聊起個人問題，應委婉避開，劃清彼此間關係，才不會讓其他顧客感到不舒服，熟客得罪不起，但也不能為了照顧熟客而使新顧客感到心理不平衡，忽視了新客成為熟客的巨大潛力。熟客與新客都是客人，都是上帝，他們有權利獲得平等的待遇。二者一起上門時，何不先一同招呼，等顧客散開後，再個別照顧也不遲。
從以上兩例，可總結出一些應對熟客的辦法：
例一中，店方工於心計，認為坐轎車來的太太消費額一定遠比買某小商品的新顧客高，或許有些道理，但錯在態度過於明顯，讓其他顧客一眼看出其間的差異，自然心中不快。因此，遇到店內有兩個以上顧客時，店員要始終堅持平等應對的原則，即使其他顧客先出聲招呼，也應先跟眼前顧客致歉，事情辦定後立刻回到原顧客的地方，絕對遵守公平對待原則。
例二中，則應注意與顧客保持適當距離，避免閒扯不相干的話題，“距離能產生美”絕對是一條永恆的真理。
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