商务接待(customer reception).ppt

Customerreception2011 10 25 Outline Theimportanceofcustomerreception Therequirementofcustomerreception Customerreceptionprocedure BusinessEnglishusedincustomerreception 1 Theimportanceofcustomerreception BasisoffollowingcooperationReflectionofenterprisestrengthDirectaffectiononbrand 2 Therequirementofcustomerreception Customeroriented beinlovewithyourcustomerHighattentiontocustomer srequirementCooperativeattitudeProfessionalknowledgeaboutLiugongandLiugongproductsaboutcrossculturecommunication customerreceptionetiquette foodculture Payattentiontothedetails Outline Theimportanceofcustomerreception Therequirementofcustomerreception Customerreceptionprocedure BusinessEnglishusedincustomerreception 3 1Customerreceptionprocedure 事业部领导 办事处 关键客户部 行政部 接待前准备 接机 住宿安排 组织接待 陪同接待 引导参观 介绍 提交 客户接待申请表 接见 会谈 车辆 饮食安排 总结 后续支持 是否同意 业务跟进 送机 提交 是 否 拜访结束 接待前 接待中 接待后 airportpick airportseeoff Welcomeslogan Exhibitionhall Factoryvisit meeting Receptionbyleader dinner hotel gift Customers 3 2customerreceptionitemsinvolved tourism 3 3customerreceptionapplication Salesspecialistorsalesmanager Leader sagreement Administrativesection Keyaccountsection Othersections TimerequirementforsubmittingtheapplicationCommoncustomer atleast3daysinadvanceKeyaccount atleast7daysinadvance Salesspecialistorsalesmanager 3 4airportpickup airportseeoff Administrativesection place time customer titlelevel number Salesmanager srequirement Arrangement Noticeonthecleannessofthecar driveroute 3 5welcomesloganandflower 参考内容 中文 热烈欢迎XX国家XX公司XX职位XX人莅临柳工参观指导 英文 LiuGongExtendsAWarmWelcomeToMr Ms xxFromxx company inXX country 其他语种 外勤提供制作时间 水牌 横幅 2天 电子欢迎词 桌花1天 关键客户部 广告公司 水牌 横幅 桌花 客户来访当天提前摆放 播放 党委办 销售前台 电子欢迎词 客户离开撤回 3 6factoryvisitandexhibitionhallvisit 展厅 提前通知销售大楼前台有参观需求 客户达到前开好门及灯 若需要空调提前申请 陪同参观介绍 拍照 工厂 提前通知工厂参观需求 如有试驾要求 提交申请表 到达前20分钟通知工厂 陪同参观介绍 试驾机器 车间外拍照 安全注意事项说明 通知客户着装要求 了解公司历史 总体情况 了解工厂生产 产品总体知识 3 7hotelarrangementanddinner Salesmanager Requirementonhotelandroom Requirementonfood Administrativesection Bookinadvance Muslim porkHinduism beefEuropeanandAmerican animalinnards Pigeon snake dietarytaboo Costpayer 3 8giftapplication 外勤 普通礼品 特殊礼品 提前提交礼品申请表 向股司办提交需求报告 每周二 四前往配件公司领取 公司办领取 客户 3 9meeting 1 Salesmanagerorcustomerspecialist Bookmeetingroom Invitemeetingattendees Preparematerials Meetingtools Preparedrinks flower sugar 3 10seniorleader sreception 2 CustomerLevel Appointmentonleader sreception Communicationandphotographing Companyvisitanddinner Sendgift 3 10afterreceptionservice 1 Customerreceptor Extendgreetings Customerreceptor Sendthematerialscustomerneededandphotosofcustomer svisit 3 11customerreceptionreportandresearchoncustomer ssatisfaction KAsection Customerreception Submitcustomerreceptionreport KAsection Customerreception Collectresearchformoncustomer ssatisfaction Outline Theimportanceofcustomerreception Therequirementofcustomerreception Customerreceptionprocedure BusinessEnglishusedincustomerreception 4 1companyvisitinvitation DearMr 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 Preparationonthepickupboard Phone shortmessage Hello thisisXXXfromLiugongXXXdepartmentAreyouMr McXXXfromXXXcompanyofXXXcountryitsmyhonortoreceiveyouattheairport trainstationIamreadywaitingforyouattheexitoftheairport trainstationIwearblueshirtandXXXtrousersitwillbeeasytofind seeyou introductiononfirsttimemeeting AreyouXXX Yeh IamXXX welcometoLiuzhou Nowthecariswaitingforyouthere CanIhelpyouwithyourluggage Thiswayplease 4 2airport trainstationpickup 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 smarket 4 3communicationalongthewayfromairporttohotel checkinMr McXXX webookedthehotelaccordingtoyourrequirementaswediscussedearlier Pleasegivemeyourpassportandyourcreditcard Pleaseprintyourpasswordhere Thankyou andthisisyourroomcard confirmationonthelaterarrangementJustasourschedule thetimeforlunch fordinner forvisitingourofficeorfactory formeetingisatXXX wewillwaitforyouatthehallatXXX pleasecheckyourroom anyproblemabouttheroom pleaseletmeknow ok goodrest seeyou 4 4hotel briefintroduction simpleexpression keypointandstrength topicsinvolved productline productivity advancedequipment cooperativepartners 4 5factoryvisit exhibitionhallvisit preparationaboutthemeetingtools project computer laserpointer loudspeaker pen paper preparationaboutthedrinks water purifiedwater coldwater hotwater coffee whitecoffee blackcoffee tea blacktea greentea preparationaboutproductpamphlet PPTpresentationaboutXXintroduction 4 6meeting appointmentMr McXXX whendoyouthinkisproperforyoutohavethelunchordinner Is12 00suitableforyoutohavethelunch Howabouthavingthedinner50minuteslater sothatyoucanhaveashorttimerest OK seeyoulateratthesecondfloorofthishotel iwillwaitingforyoubesidetheelevator orderdishesWhatkindoffooddoyoulike Doyouhavesomedietarytaboo Canyoueatsomespicyfood Howabouttheseafood Howaboutthelocalfood orderdrinksWhatkindofdrinksdoyoulike HowaboutChineseLiquor Howabouttheredwine Howaboutthelocalbeer Howaboutthefruitjuice orangejuice watermelonjuice Cornjuice Cucumberjuice introductionaboutthefoodThisisthelocalfood namedXXX madeofXXXHowaboutthesoup HowabouttheXXX Thisisthefamouslocalfoodinthisrestaurant youcanhaveatryThisisaspeciallocalfood wecaneatlikethis proposeatoastMr Mcxxx thanksforyourvisit forourfuturecooperation cheers Yeh itisreallyagoodnewsforus thanksforyousupport cheers 4 7dinner securityToensureyouhaveapleasanttourism IwouldliketosharesomethingaboutthesecurityitemsFirstlypleasefollowthetourguide payattentiontothepersonwhopromotesomethingtoyou makesureitisnottooexpensive Anyquestionorproblemduringthetrip pleasebefreetocontactwithmeorthetourguide ScheduleBeforeourtravel I dliketosharethetourismschedule wewillstartfromXXX place atXXX time fromXXXtoXXX time wewillvisit have thenfromXXXtoXXX time wewillvisit have introductionaboutthescenicspots history character geographicalenvironment photographingItisreallyabeautifulplace howabouttakingthepicturehere Ifyouwantmetohelptakingthepicture justbefreetoletmeknow 4 8tourism aftervisitcommunicationMr McXXX what syouropinionaboutourfactory What syourimpressionaboutoutproduct Doyouhavesomesuggestionsonourproducts service customerreceptionfeedbackMr McXXX areyoubusynow Yeh couldyoupleasedomeafavor Itwillcostyouabout5to10minutesThisisaformaboutthecustomerreceptionfeedbackCouldyoupleasefillitaccordingtoourperformanceYourfeedbackisquiteimportantforustoimproveourreceptionjobinfutureThankyouverymuch anddoyouhaveothersuggestions 4 9customerreceptionfeedback Mr McXXX thanksverymuchforyourvisitallthematerialsaboutourproductsandthephotosofyourvisit Iwillsendyouassoonaspossiblebytheemail bytheexpressdelivery Mr McXXX IamsosorrythatIcan tsendyoutotheairport trainstation becausethisafternoonIhavesomethingurgenttodealwith Ihaveaimportantmeetingtoattend Mycoll