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(qǐng)表》接見(jiàn)、會(huì)談車(chē)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(guó)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(yǔ)種：外勤提供制作時(shí)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(lái)訪當(dāng)天提前擺放、播放黨委辦、銷售前臺(tái)：電子歡迎詞客戶離開(kāi)撤回3.5welcomesloganandflower參3.6factoryvisitandexhibitionhallvisit展廳提前通知銷售大樓前臺(tái)有參觀需求客戶達(dá)到前開(kāi)好門(mén)及燈，若需要空調(diào)提前申請(qǐng)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(qǐng)表到達(dá)前20分鐘通知工廠陪同參觀介紹，試駕機(jī)器、車(chē)間外拍照安全注意事項(xiàng)說(shuō)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(shí)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(qǐng)表向股司辦提交需求報(bào)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