商务接待.pptx

标题Customer reception2011.10.25标题Outline The importance of customer receptionThe requirement of customer receptionCustomer reception procedure Business English used in customer reception标题1.The importance of customer receptionBasis of following cooperationReflection of enterprise strength Direct affection on brand.标题2.The requirement of customer receptionCustomer oriented,be in love with your customerHigh attention to customers requirementCooperative attitudeProfessional knowledge about Liugong and Liugong products about cross culture communication:customer reception etiquette,food culturePay attention to the details标题Outline The importance of customer receptionThe requirement of customer receptionCustomer reception procedure Business English used in customer reception标题3.1 Customer reception procedure 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标题airport pick/airport see offWelcome slogan Exhibition hallFactory visitmeetingReception by leader dinnerhotelgift Customers3.2 customer reception items involvedtourism标题3.3 customer reception applicationSales specialist or sales managerLeaders agreementAdministrative sectionKey account sectionOther sectionsTime requirement for submitting the applicationC o m m o n c u s t o m e r：at least 3 days in advanceK e y a c c o u n t:at least 7 days in advanceSales specialist or sales manager标题3.4 airport pick up/airport see offAdministrative sectionplacetimecustomertitle levelnumberSales managers requirementArrangementNotice on the cleanness of the car，drive route标题3.5 welcome slogan and flower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：LiuGong Extends A Warm Welcome To Mr./Ms.xx From xx(company)in XX(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标题3.6 factory visit and exhibition hall visit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，产品总体知识标题3.7 hotel arrangement and dinnerSales managerRequirement on hotel and roomRequirement on foodAdministrative sectionBook in advanceMuslim：porkHinduism：beefEuropean and American：animal innards、Pigeon、snake.dietary taboo Cost payer标题3.8 gift application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标题3.9 meeting（1）Sales manager or customer specialistBook meeting roomInvite meeting attendeesPrepare materialsMeeting toolsPrepare drinks,flower,sugar标题3.10 senior leaders reception（2）Customer Level Appointment on leadersreceptionCommunication and photo graphing Company visit and dinner、Send gift标题3.10 after reception service(1)Customer receptorExtend greetingsCustomer receptorSend the materialscustomer needed and photos of customers visit标题3.11 customer reception report and research on customers satisfactionKA sectionCustomer receptionSubmit customer reception reportKA sectionCustomer receptionCollect research formon customers satisfaction标题Outline The importance of customer receptionThe requirement of customer receptionCustomer reception procedure Business English used in customer reception标题4.1 company visit invitationDear Mr/Mc XXX,It is my pleasure to write email to you.I am XXX,in charge of XXX business in LiuGong Headquarter/XXX(Liugong subsidiary)Firstly,thanks very much for your warm reception to our general manager Mr.Sunil and sales manager Mr.Wuqijun of Liugong India Company.Here,brief introduction of Liugong is presented to you for a better familiarity.Liugong(Guangxi Liugong Machinery Co.,Ltd),found in 1958,one of the biggest wheel loader manufacturers in the world and rank top 18 in the global construction machinery in 2010.For more detailed information of Liugong,please find the attachment.To further our cooperation,mutual familiarity is quite important.We would like to invite you to visit Liugong headquarters in Liuzhou,China to know more about Liugong product and service at your convenient.If any question or suggestions,please let us know.Best regards!标题PreparationonthepickupboardPhone/shortmessage:Hello,this is XXX from Liugong XXX department Are you Mr/Mc XXX from XXX company of XXX country its my honor to receive you at the airport/train station I am ready waiting for you at the exit of the airport/train station I wear blue shirt and XXX trousers it will be easy to find see youintroductiononfirsttimemeeting:Are you XXX.Yeh,I am XXX,welcome to Liuzhou.Now the car is waiting for you there.Can I help you with your luggage?This way please 4.2 airport/train station pick up标题exchangethenamecardshorttimecommunication it is a long trip from XXX to XXX,are you tired?Yes a little bitMr/Mc XXX,it will cost about 50 minutes from the airport to hotel,you can have a rest in the car,and I will wake you up when we arrived at the hotel.No,it is OK for meat this moment,you can talk something under the following topics:the arrangement of customers visit in Liugong customers familiarity on china/liuzhou/liugong Is it the first time you come to china/Liuzhou?What other Chinese cities you have been to?introduction on Liuzhou weather,ask the weather in customers countrybriefintroductiononLiuzhou (population,industry,Liugongs affection to Liuzhou)moretopicsonthecustomersmarket4.3 communication along the way from airport to hotel 标题checkinMr/McXXX,webookedthehotelaccordingtoyourrequirementaswediscussedearlier.PleasegivemeyourpassportandyourcreditcardPleaseprintyourpasswordhereThankyou,andthisisyourroomcard.confirmationonthelaterarrangementJustasourschedule,thetimeforlunch/fordinner/forvisitingourofficeorfactory/formeetingisatXXX,wewillwaitforyouatthehallatXXX,pleasecheckyourroom,anyproblemabouttheroom,pleaseletmeknow,ok,goodrest,seeyou!4.4 hotel 标题briefintroductionsimpleexpressionkeypointandstrengthtopicsinvolved:productline,productivity,advancedequipment,cooperativepartners4.5 factory visit,exhibition hall visit 标题preparationaboutthemeetingtools (project,computer,laser pointer,loud speaker,pen,paper)preparationaboutthedrinks:water(purified water,cold water,hot water)coffee(white coffee,black coffee)tea (black tea,green tea)preparationaboutproductpamphletPPTpresentationaboutXXintroduction4.6 meeting标题 appointment Mr/Mc XXX,when do you think is proper for you to have the lunch or dinner?Is 12:00 suitable for you to have the lunch?How about having the dinner 50 minutes later,so that you can have a short time rest?OK,see you later at the second floor of this hotel,i will waiting for you beside the elevator order dishes What kind of food do you like?Do you have some dietary taboo?Can you eat some spicy food?How about the sea food?How about the local food?order drinksWhat kind of drinks do you like?How about Chinese Liquor?How about the red wine?How about the local beer?How about the fruit juice（orange juice,watermelon juice?Corn juice?Cucumber juice)？introduction about the foodThis is the local food,named XXX,made of XXX How about the soup?How about the XXX?This is the famous local food in this restaurant,you can have a try This is a special local food,we can eat like this propose a toast Mr/Mc xxx,thanks for your visit,for our future cooperation,cheers!Yeh,it is really a good news for us,thanks for you support,cheers!4.7 dinner 标题 security To ensure you have a pleasant tourism,I would like to share some thing about the security items Firstly please follow the tour guidepay attention to the person who promote something to you,make sure it is not too expensive.Any question or problem during the trip,please be free to contact with me or the tour guide Schedule Before our travel,Id like to share the tourism schedule,we will start from XXX(place)at XXX (time),from XXX to XXX(time),we will visit/have then from XXX to XXX(time),we will visit/have introduction about the scenic spots:history,character,geographical environment photo graphing It is really a beautiful place,how about taking the picture here?If you want me to help taking the picture,just be free to let me know4.8 tourism 标题aftervisitcommunicationMr/Mc XXX,whats your opinion about our factory?Whats your impression about out product?Do you have some suggestions on our products/servicecustomerreceptionfeedbackMr/Mc XXX,are you busy now?Yeh,could you please do me a favor?It will cost you about 5 to 10 minutesThis is a form about the customer reception feedbackCould you please fill it according to our performanceYour feedback is quite important for us to improve our reception job in future Thank you very much,and do you have other suggestions?4.9 customer reception feedback 标题Mr/McXXX,thanksverymuchforyourvisitallthematerialsaboutourproductsandthephotosofyourvisit,Iwillsendyouassoonaspossiblebytheemail/bytheexpressdeliveryMr/McXXX,IamsosorrythatIcantsendyoutotheairport/trainstation,becausethisafternoonIhavesomethingurgenttodealwith/Ihaveaimportantmeetingtoattend.MycolleagueMr.XXXwillsendyoutotheairport/trainstationwelcometohereinnearfuturethistimewehaveaverytightschedule,maybenexttime,wecanleavemoretimetocompanyyougoaroundLiuzhouorhaveavisitinGuilinBye!4.10 see off 标题lDear,Mr.WanglItismypleasuretowriteemailtoyou.IamStella(何艳）,thegirl whocompaniedyouvisitingLiuGongfactories.lThanksforyourvisittoLiuGong.Itisreallyourhonortocomponyyouvisitingourfactories.Yourprofessionalsuggestionswillplayaveryimportantroleforourfutureimprovement.Andyourpertinentrecognitiononourproductsaswellasourserviceisasignificantencouragement.lThefollowingattachmentissomephotosofyourvisitinLiuGong.lAnythingyouwantustoprovideaboutourcompanyorproducts,pleasebefreetocontactus.lHopeforyourmoresuggestionsandourfurthercooperation!lBestwishesforyou!4.11 email after reception标题1,Scenesimulationdialogue(2-3minutes)2,liugongintroduction(about5minutes)testing标题Question time标题Thanksforyourattention!