商務(wù)接待(customer-reception)課件

Customerreception2011.10.25CustomerreceptionOutline◆Theimportanceofcustomerreception◆Therequirementofcustomerreception◆Customerreceptionprocedure◆BusinessEnglishusedincustomerreceptionOutline◆Theimportanceofcus1.TheimportanceofcustomerreceptionBasisoffollowingcooperationReflectionofenterprisestrengthDirectaffectiononbrand.............1.Theimportanceofcustomer2.TherequirementofcustomerreceptionCustomeroriented,beinlovewithyourcustomerHighattentiontocustomer’srequirementCooperativeattitudeProfessionalknowledge

aboutLiugongandLiugongproductsaboutcrossculturecommunication:customerreceptionetiquette,foodculture……Payattentiontothedetails2.TherequirementofcustomerOutline◆Theimportanceofcustomerreception◆Therequirementofcustomerreception◆Customerreceptionprocedure◆BusinessEnglishusedincustomerreceptionOutline◆Theimportanceofcus3.1Customerreceptionprocedure

事業(yè)部領(lǐng)導(dǎo)辦事處關(guān)鍵客戶部行政部接待前準(zhǔn)備接機(jī)、住宿安排組織接待陪同接待引導(dǎo)參觀、介紹提交《客戶接待申請表》接見、會談車輛、飲食安排總結(jié)、后續(xù)支持是否同意業(yè)務(wù)跟進(jìn)送機(jī)提交是否拜訪結(jié)束接待前接待中接待后3.1Customerreceptionproceduairportpick/airportseeoffWelcomesloganExhibitionhallFactoryvisitmeetingReceptionbyleader

dinnerhotelgiftCustomers3.2customerreceptionitemsinvolvedtourismairportpick/airportseeoffWe3.3customerreceptionapplicationSalesspecialistorsalesmanagerLeader’sagreementAdministrativesectionKeyaccountsectionOthersectionsTimerequirementforsubmittingtheapplicationCommoncustomer：atleast3daysinadvanceKeyaccount:atleast7daysinadvanceSalesspecialistorsalesmanager3.3customerreceptionapplica3.4airportpickup/airportseeoffAdministrativesectionplacetimecustomertitlelevelnumberSalesmanager’srequirementArrangementNoticeonthecleannessofthecar，driveroute3.4airportpickup/airport3.5welcomesloganandflower參考內(nèi)容：中文：熱烈歡迎XX國家XX公司XX職位XX人蒞臨柳工參觀指導(dǎo)！英文：LiuGongExtendsAWarmWelcomeToMr./Ms.xxFromxx(company)inXX(country)!其他語種：外勤提供制作時間：水牌、橫幅—2天；電子歡迎詞、桌花1天。關(guān)鍵客戶部廣告公司：水牌、橫幅、桌花客戶來訪當(dāng)天提前擺放、播放黨委辦、銷售前臺：電子歡迎詞客戶離開撤回3.5welcomesloganandflower參3.6factoryvisitandexhibitionhallvisit展廳提前通知銷售大樓前臺有參觀需求客戶達(dá)到前開好門及燈，若需要空調(diào)提前申請陪同參觀介紹、拍照工廠提前通知工廠參觀需求，如有試駕要求，提交申請表到達(dá)前20分鐘通知工廠陪同參觀介紹，試駕機(jī)器、車間外拍照安全注意事項(xiàng)說明通知客戶著裝要求了解公司歷史，總體情況……了解工廠生產(chǎn)，產(chǎn)品總體知識3.6factoryvisitandexhibiti3.7hotelarrangementanddinnerSalesmanagerRequirementonhotelandroomRequirementonfoodAdministrativesectionBookinadvanceMuslim：porkHinduism

：beefEuropeanandAmerican：animalinnards、Pigeon、snake…………..dietarytabooCostpayer3.7hotelarrangementanddinn3.8giftapplication外勤普通禮品特殊禮品提前提交禮品申請表向股司辦提交需求報告每周二、四前往配件公司領(lǐng)取公司辦領(lǐng)取客戶3.8giftapplication外勤普通禮品特殊禮品3.9meeting（1）SalesmanagerorcustomerspecialistBookmeetingroomInvitemeetingattendeesPreparematerialsMeetingtoolsPreparedrinks,flower,

sugar3.9meeting（1）Salesmanageror3.10seniorleader’sreception（2）CustomerLevelAppointmentonleader’sreceptionCommunicationandphotographing

Companyvisitanddinner、Sendgift3.10seniorleader’sreception3.10afterreceptionservice(1)CustomerreceptorExtendgreetingsCustomerreceptorSendthematerialscustomerneededandphotosofcustomer’svisit3.10afterreceptionservice(3.11customerreceptionreport

andresearchoncustomer’ssatisfactionKAsectionCustomerreceptionSubmitcustomerreceptionreportKAsectionCustomerreceptionCollectresearchformoncustomer’ssatisfaction3.11customerreceptionreportOutline◆Theimportanceofcustomerreception◆Therequirementofcustomerreception◆Customerreceptionprocedure◆BusinessEnglishusedincustomerreceptionOutline◆Theimportanceofcus4.1companyvisitinvitationDearMr/McXXX,Itismypleasuretowriteemailtoyou.IamXXX,inchargeofXXXbusinessinLiuGongHeadquarter/XXX(Liugongsubsidiary)

Firstly,thanksverymuchforyourwarmreceptiontoourgeneralmanagerMr.SunilandsalesmanagerMr.WuqijunofLiugongIndiaCompany.Here,briefintroductionofLiugongispresentedtoyouforabetterfamiliarity.Liugong(GuangxiLiugongMachineryCo.,Ltd),foundin1958,oneofthebiggestwheelloadermanufacturersintheworldandranktop18intheglobalconstructionmachineryin2010.FormoredetailedinformationofLiugong,pleasefindtheattachment.Tofurtherourcooperation,mutualfamiliarityisquiteimportant.WewouldliketoinviteyoutovisitLiugongheadquartersinLiuzhou,ChinatoknowmoreaboutLiugongproductandserviceatyourconvenient.

Ifanyquestionorsuggestions,pleaseletusknow.Bestregards!4.1companyvisitinvitationDe★Preparationonthepickupboard★Phone/shortmessage:

Hello,thisisXXXfromLiugongXXXdepartmentAreyouMr/McXXXfromXXXcompanyofXXXcountryitsmyhonortoreceiveyouattheairport/trainstationIamreadywaitingforyouattheexitoftheairport/trainstationIwearblueshirtandXXXtrousersitwillbeeasytofind…seeyou★introductiononfirsttimemeeting:

AreyouXXX…..Yeh,IamXXX,welcometoLiuzhou.Nowthecariswaitingforyouthere.CanIhelpyouwithyourluggage?Thiswayplease

4.2airport/trainstationpickup★Preparationonthepickupbo★exchangethenamecard★shorttimecommunicationitisalongtripfromXXXtoXXX,areyoutired?Yesalittlebit—Mr/McXXX,itwillcostabout50minutesfromtheairporttohotel,youcanhavearestinthecar,andIwillwakeyouupwhenwearrivedatthehotel.No,itisOKforme—atthismoment,youcantalksomethingunderthefollowingtopics:thearrangementofcustomer’svisitinLiugongcustomer’sfamiliarityonchina/liuzhou/liugongIsitthefirsttimeyoucometochina/Liuzhou?WhatotherChinesecitiesyouhavebeento?introductiononLiuzhouweather,asktheweatherincustomer’scountry★briefintroductiononLiuzhou

(population,industry,Liugong’saffectiontoLiuzhou)★moretopicsonthecustomer’smarket4.3communicationalongthewayfromairporttohotel★exchangethenamecard4.3com★checkin

Mr/McXXX,webookedthehotelaccordingtoyourrequirementaswediscussedearlier.Pleasegivemeyourpassportandyourcreditcard…Pleaseprintyourpasswordhere…Thankyou,andthisisyourroomcard.★confirmationonthelaterarrangement

Justasourschedule,thetimeforlunch/fordinner/forvisitingourofficeorfactory/formeetingisatXXX,wewillwaitforyouatthehallatXXX,pleasecheckyourroom,anyproblemabouttheroom,pleaseletmeknow,ok,goodrest,seeyou!4.4hotel★checkin4.4hotel★briefintroduction

★simpleexpression★keypointandstrength★topicsinvolved:productline,productivity,advancedequipment,cooperativepartners…

4.5factoryvisit,exhibitionhallvisit★briefintroduction4.5facto★preparationaboutthemeetingtools

(project,computer,laserpointer,loudspeaker,pen,paper…)

★preparationaboutthedrinks:

water(purifiedwater,coldwater,hotwater)coffee(whitecoffee,blackcoffee)tea(blacktea,greentea)★preparationaboutproductpamphlet★PPTpresentationaboutXXintroduction4.6meeting★preparationaboutthemeetin★appointment

Mr/McXXX,whendoyouthinkisproperforyoutohavethelunchordinner?Is12:00suitableforyoutohavethelunch?Howabouthavingthedinner50minuteslater,sothatyoucanhaveashorttimerest?OK,seeyoulateratthesecondfloorofthishotel,iwillwaitingforyoubesidetheelevator★orderdishes

Whatkindoffooddoyoulike?Doyouhavesomedietarytaboo?Canyoueatsomespicyfood?Howabouttheseafood?Howaboutthelocalfood?★orderdrinks

Whatkindofdrinksdoyoulike?HowaboutChineseLiquor?Howabouttheredwine?Howaboutthelocalbeer?Howaboutthefruitjuice（orangejuice,watermelonjuice?Cornjuice?Cucumberjuice)？★introductionaboutthefood

Thisisthelocalfood,namedXXX,madeofXXXHowaboutthesoup?HowabouttheXXX?Thisisthefamouslocalfoodinthisrestaurant,youcanhaveatryThisisaspeciallocalfood,wecaneatlikethis…★proposeatoast

Mr/Mcxxx,thanksforyourvisit,forourfuturecooperation,cheers!Yeh,itisreallyagoodnewsforus,thanksforyousupport,cheers!……

4.7dinner★appointment4.7dinner★security

Toensureyouhaveapleasanttourism,IwouldliketosharesomethingaboutthesecurityitemsFirstlypleasefollowthetourguide…payattentiontothepersonwhopromotesomethingtoyou,makesureitisnottooexpensive.Anyquestionorproblemduringthetrip,pleasebefreetocontactwithmeorthetourguide★Schedule

Beforeourtravel,I’dliketosharethetourismschedule,wewillstartfromXXX(place)atXXX(time),fromXXXtoXXX(time),wewillvisit/have…thenfromXXXtoXXX(time),wewillvisit/have…

★introductionaboutthescenicspots:

history,character,geographicalenvironment★photographing

Itisreallyabeautifulplace,howabouttakingthepicturehere?Ifyouwantmetohelptakingthepicture,justbefreetoletmeknow…

4.8tourism★security4.8tourism★aftervisitcommunicationMr/McXXX,what’syouropinionaboutourfactory?What’syourimpressionaboutoutproduct?Doyouhavesomesuggestionsonourproducts/service★customerreceptionfeedbackMr/McXXX,areyoubusynow?Yeh,couldyoupleasedomeafavor?Itwillcostyouabout5to10minutesThisisaformaboutthecustomerreceptionfeedbackCouldyoupleasefillitaccordingtoourperformanceYourfeedbackisquiteimportantforustoimproveourreceptionjobinfutureThankyouverymuch,anddoyouhaveothersuggestions?4.9customerreceptionfeedback★aftervisitcommunication4.9★Mr/McXXX,thanksverymuchforyourvisitallthematerialsaboutourproductsandthephotosofyourvisit,Iwillsendyouassoonaspossiblebytheemail/bytheexpressdelivery★Mr/McXXX,IamsosorrythatIcan’tsendyoutotheairport/trainstation,becausethisafternoonIhavesomethingurgenttodealwith/Ihaveaimportantmeetingtoattend.MycolleagueMr.XXXwillsendyoutotheairport/trainstation★welcometohere