商務(wù)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 會(huì)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 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 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 客戶離開撤回 3 6factoryvisitandexhibitionhallvisit 展廳 提前通知銷售大樓前臺(tái)有參觀需求 客戶達(dá)到前開好門及燈 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(shí) 3 7hotelarrangementanddinner Salesmanager Requirementonhotelandroom Requirementonfood Administrativesection Bookinadvance Muslim porkHinduism beefEuropeanandAmerican animalinnards Pigeon snake dietarytaboo Costpayer 3 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 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