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1、Customer reception 2011.10.25,Outline,The importance of customer reception The requirement of customer reception Customer reception procedure Business English used in customer reception,1. The importance of customer reception,Basis of following cooperation Reflection of enterprise strength Direct af
2、fection on brand .,2. The requirement of customer reception,Customer oriented, be in love with your customer High attention to customers requirement Cooperative attitude Professional knowledge about Liugong and Liugong products about cross culture communication: customer reception etiquette, food cu
3、lture Pay attention to the details,Outline,The importance of customer reception The requirement of customer reception Customer reception procedure Business English used in customer reception,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
4、,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,airport pick/airport see off,Welcome slogan,Exhibition hall,Factory visit,meeting,Reception by leader,dinner,hotel,gift,Customers,3.2 customer reception items involved,tourism,3.3 customer reception application,Sales specialist or sales manager,Lea
5、ders agreement,Administrative section,Key account section,Other sections,Time requirement for submitting the application Common customer： at least 3 days in advance Key account: at least 7 days in advance,Sales specialist or sales manager,3.4 airport pick up / airport see off,Administrative section,
6、place,time,customer,title level,number,Sales managers requirement,Arrangement,Notice on the cleanness of the car，drive route,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
7、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,3.6 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,3.7 hotel arrangement and dinner,Sa
8、les manager,Requirement on hotel and room,Requirement on food,Administrative section,Book in advance,Muslim：pork Hinduism ：beef European and American：animal innards、 Pigeon 、snake ,dietary taboo,Cost payer,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,3.9 meeting（1
9、）,Sales manager or customer specialist,Book meeting room,Invite meeting attendees,Prepare materials,Meeting tools,Prepare drinks, flower, sugar,3.10 senior leaders reception（2）,Customer Level,Appointment on leaders reception,Communication and photo graphing,Company visit and dinner、,Send gift,3.10 a
10、fter reception service (1),Customer receptor,Extend greetings,Customer receptor,Send the materials customer needed and photos of customers visit,3.11 customer reception report and research on customers satisfaction,KA section,Customer reception,Submit customer reception report,KA section,Customer re
11、ception,Collect research form on customers satisfaction,Outline,The importance of customer reception The requirement of customer reception Customer reception procedure Business English used in customer reception,4.1 company visit invitation,Dear Mr/Mc XXX, It is my pleasure to write email to you. I
12、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 familiari
13、ty. 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 familiarit
14、y 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!,Preparation on the pick up board Phone/short message: Hello, this is
15、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 you introduction on first ti
16、me meeting: Are you XXXYeh, 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,exchange the name card short time communication 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,
