1000 Business Lessons Every Businessman Must Know

Chapter 95 Manners
[-]. Welcome and Send Etiquette
790. Instructions for welcoming and dropping off customers

In large-scale and formal business contacts, the reception staff who greet and send off guests should be determined on the basis of the basic principle of equal status.When welcoming guests, especially important guests, the total number of reception staff in the guest house should be similar to the total number of guests.Not only that, in terms of position and professional counterparts, they should also be as consistent as possible, or roughly similar.

When an important guest arrives or leaves, the person with the highest position in the host unit should greet and see him off in person. If he cannot be present for some reason, the "second in command" can act as a representative and entrust him to apologize to the guest.Whenever there is an opportunity, he should immediately visit the place where the guest is staying, or call to say hello.

During the stay of the guests, the reception staff does not have to be all in battle, and they are inseparable from the guests, but at least one or two escorts should be arranged for them to take care of them.If the other party refuses, it is not advisable to force it. The accompanying personnel should always pay attention to listen to the guests' opinions or suggestions.

If necessary, necessary training and etiquette education must be carried out for the pick-up and drop-off personnel.When the visiting object is a foreign guest, the reception staff must be specially educated on foreign affairs.

791. Sincerely receive customers who come to your door

Customers who come to your door can not only see your product but also see the back of the product.For customers who come to visit and negotiate, we must sincerely receive them, and do the following:
1. Greet customers more cordially than usual business negotiations

I don't know how much effort and energy it will take to develop a new customer. Now at the trade fair, customers come to the door on their own initiative.Therefore, no matter how many guests you come and go, you must earnestly and sincerely receive everyone.Even more enthusiastic and thoughtful than usual, so that customers feel "at home" and are more willing to cooperate with you.

2. Hospitality should be appropriate and thoughtful

When guests visit our company, they must be accompanied by our company's staff and make some necessary introductions.When the client moves, the escort follows.If there are many guests, the business reception staff can't cling to a customer, but should take into account the overall situation and take care of everything.Don't let the customer feel "eccentric" towards you and cause his displeasure.When necessary, the information can be divided into several parts, and several staff members are responsible for introducing, explaining, and receiving customers.In order to prevent the guests from being confused when there are many guests, the busier and more chaotic.

3. The company staff can't chat together in front of the guests

In particular, it is taboo for two or three people to whisper together, as if they are judging customers. It is very impolite to do so, and many customers hate this.The education and training of staff should be strengthened so that they can develop good hospitality manners.

4. Necessary items should be complete
Due to the large number of customers and no appointments, there are often situations where manuals, posters, samples, chairs, etc. are insufficient. Special attention should be paid to prevent such things from happening as much as possible.Once this happens, it should be resolved immediately, and don't neglect the customer.

792. Leading the Way for the Guests Personally

To guide the guests means that the host personally leads the way for the guests and goes to the destination together with them.During a business visit, guiding the guests, specifically refers to the whole process of the special personnel entrusted by the host unit to greet the guests outside the main entrance of the unit, and then lead them to the meeting place of the host and guest.Those who are responsible for guiding the guests usually include the person in charge of the specific business department of the host unit that communicates with the guests in addition to the public relations and protocol personnel of the host unit.Sometimes, in order to guide the distinguished guests, or to show respect and friendship to the guests, the top person in charge of the host unit has to go into battle in person.

At the beginning of the guide, the person with the highest position among the guides or the full-time public relations and concierge staff should say to the guests respectfully and with a smile on their faces: "Everyone please", "Everyone, please follow me to the reception room" or "We The general manager is waiting for you, please follow me to the reception room to meet him."At the same time, the palm of your left hand should be facing upwards, with your five fingers together, lift it up to the height of your chest, and then point out the direction for the guests after straightening.

In the specific process of starting to guide the guests to walk, if there is only one person from the host unit, he should lead the way on the left front of the guests.The person with the highest position should be on the left side and walk in the front row with the guest of honor, and the rest of the host unit should follow behind.

When guiding guests, it is generally not advisable to talk loudly, so as not to distract the guests, stumble and wrestle, and make a fool of themselves in public.What the guide needs to say should only include reminding the guests to "watch your feet", or telling the guests "please go this way" when turning a corner, getting on the elevator, or entering the room.

793. Arranging the Seats of the Guests During the Meeting

There are three relevant etiquette principles that should be observed when arranging the seating of guests in a formal meeting.

1. We should insist on "respecting the right"

The specific meaning of respecting the right means that when they are arranged side by side, the right is higher than the left and the left is lower, the right is respected and the left is inferior, and the right is higher than the left.On the issue of ranking, the right is the most widely applicable.

2. We should insist on "the past comes first"

The former is superior, simply put, when arranging the ranks of the front and back, pay attention to the high front and the low, the front is superior to the rear, and the front is higher than the back.The "ladies first" and "the elderly first" that people are accustomed to in daily life are the specific application of it.

3. We should adhere to the principle of "face to face"

The front door is big, which means that if the two seats facing the main entrance and those facing the main entrance appear at the same time, it is generally emphasized that the person facing the main entrance is high and respected, and the person facing the main entrance is low and humble.

794. General procedures for meetings and talks

The procedures for meetings and talks are as follows:

1. After the guest makes an interview request, he will report the name, position and purpose of the interviewer to the interviewer, and promptly inform the other party of the meeting time, place, host attendees, specific arrangements and relevant precautions.If you can't meet for some reason, you should explain it politely.

2. Accurately grasp the time and place of the meeting and the list of participants from both sides, and notify the relevant personnel as soon as possible to make preparations.The host should arrive early.

3. Sufficient seats should be arranged in meeting and meeting venues. If there are a large number of people on both sides, the area of ​​the hall is large, and the voice of the main talker is low, a loudspeaker should also be installed.Seat maps are arranged on the meeting table in advance, and seat cards in Chinese and foreign languages ​​are placed on the spot.

4. When the guests to be interviewed arrive, the host should greet them warmly, either at the main entrance of the building or at the entrance of the reception room.If the host is waiting at the door of the living room, the staff representative should guide the guests into the living room.

5. If a group photo is required, it should be arranged after the guest and host shake hands, and then take a seat after the group photo is completed.When taking a group photo, if there are many people, you should prepare a shelf.Group photo pictures can be arranged in advance, usually with the host in the center, according to the order of concierge, with the host's right hand at the top, the host and guest are arranged at intervals, and the two ends are held by the host staff.

6. At the end of the meeting, the host should send it to the front of the car or at the door to shake hands and bid farewell, and then return after watching the guest leave.

7. In the meetings and talks between the bosses, except for the accompanying person and necessary interpreters and recorders, other staff members should withdraw after the arrangements are made.If reporters are allowed to interview, they can only do so a few minutes before the start of the formal conversation, and then all leave.During meetings and talks, other personnel are not allowed to enter and exit at will.

8. Drinks for reception during the meeting.Generally, only tea is prepared, and cold drinks are added in summer. If the meeting time is too long, coffee or black tea can be served appropriately.

[-]. Business etiquette

795. Contract Etiquette
Signing, the signing of a contract.In business communication, it is regarded as a major achievement that marks the greater progress of the relationship between the parties concerned and the consensus reached in order to eliminate misunderstandings or conflicts between them. It is very popular. The attention of business people.

According to the regulations on ceremonial etiquette, for the signing of a contract, which can be regarded as a "milestone" type of major event in the history of the relationship between the parties concerned, it should strictly follow the norms, pay attention to etiquette, apply etiquette, and for the sake of solemnity, in the specific signing On the occasion of the contract, a series of stylized activities are often held according to the routine, that is, the signing ceremony.In specific operation, it is divided into three parts: drafting stage, preparation stage and signing stage.

796. Specifications for opening etiquette

The opening ceremony refers to a special ceremony held grandly according to certain procedures in order to celebrate or commemorate when a unit is established, opened, a project is completed, completed, a building is officially opened, or a project is officially started. ceremony.Sometimes, the opening ceremony is also called the opening ceremony.

Opening etiquette generally refers to the etiquette conventions that should be followed in the specific process of preparation and operation of the opening ceremony.Usually, it includes two basic contents.The first is the preparation for the opening ceremony.The second is the operation of the opening ceremony.

1. Preparatory work
To prepare for the opening ceremony, first of all, the guiding ideology should follow the three principles of "enthusiasm", "thriftiness" and "meticulousness".The so-called "enthusiasm" means to try every means to create a cheerful, festive, grand and exciting atmosphere during the opening ceremony, instead of making it too dull and boring.The so-called "thrifty" means that the organizers are required to be diligent and thrifty in managing the house, and to do what is within their means in terms of expenditure during the whole process of holding the opening ceremony and making preparations for it, with restraint and thrift.The so-called "meticulousness" means that when preparing for the opening ceremony, the organizer must not only follow the etiquette and conventions, but also analyze the specific situation in detail, carefully plan, pay attention to details, divide responsibilities, and be meticulous.Strive to be thorough and meticulous, and strictly prevent mistakes on the spot.

2. Operation of the opening ceremony

The main operating characteristics of various common opening ceremonies are as follows:

(1) Opening ceremony.The opening ceremony requires a relatively spacious event space, so the square in front of the gate, the front of the exhibition hall, and the indoor hall can all be used as the venue for the opening ceremony.

(2) Commencement Ceremony.Most of the commencement ceremonies are held at the production site.That is to say, the main production workshop of the factory, the main mine of the mine, etc., are used as the place for the groundbreaking ceremony.

Except for the master of ceremonies who should wear ceremonial clothing as usual, all the staff of the host party should wear clean and tidy work clothes to attend the ceremony.

(3) Foundation laying ceremony.The place where the groundbreaking ceremony is held should generally be chosen at the construction site where the construction of the building begins.The specific location for laying the foundation stone should be on the right side of the main entrance of the building as a rule.

(4) GROUND BREAKING CERTAIN.Most of the places where the ground-breaking ceremony is held should be in the center of the construction site or on one side.The scene of the ceremony must be carefully cleaned, leveled and decorated in advance.

(5) Completion ceremony.The venue for the completion ceremony should generally be the first choice.For example, inside the newly built factory area, outside the newly built buildings, and next to the newly built monuments, memorial towers, memorial halls, memorial statues, and memorial sculptures.

(6) Launching ceremony.According to the current international practice, the launching ceremony is basically held on the new ship dock.At that time, the site should be beautified to a certain extent.

(7) Opening Ceremony.The place where the opening ceremony is held is usually a certain end of a new highway, railway or subway line, a certain end of a newly built bridge, or a certain side of a newly built tunnel.

(8) Navigation Ceremony.In the operation of specific procedures, it is often similar to the opening ceremony.When it is actually operated, it can generally be carried out with reference to the specific practices of the opening ceremony.

797. Ribbon Cutting Etiquette
From the perspective of operation, the currently prevailing ribbon-cutting etiquette mainly includes four aspects: the preparation for ribbon-cutting, the personnel for ribbon-cutting, the procedure for ribbon-cutting, and the practice of ribbon-cutting.

Generally speaking, the ribbon-cutting ceremony should be compact and avoid procrastination. The shorter the time, the better, as long as a quarter of an hour, and it should not exceed an hour.

According to the usual practice, the ribbon-cutting can be a specific procedure in the opening ceremony, or it can be independent and consist of a series of procedures of its own.The ribbon-cutting ceremony should usually include the following six basic procedures.

(1) Ask the guests to take their seats.At the ribbon-cutting ceremony, usually only seats are arranged for the ribbon-cutters, guests and the person in charge of the unit.

(End of this chapter)