接待準備工作 Preparing a Reception 了解客人基本情況Gathering Basic Information 擬定接待方案Planning a Reception 報審方案Reporting a Plan 詢問預約Asking for an Appointment 預告及辦理預支手續(xù)Advance Notice＆Advance 為客人預訂返程機票或車票Booking Return Tickets for Guests 接待實務 Practice of Reception 訪客接待 電話接待Receiving Phone Calls 詢問來客身份及目的Asking for the Guest’S Identity and Purpose． 請示意見Asking for Instructions 拒絕來訪Declining a Visit 接待訪客Receiving a Guest 詢問推銷內容Inquiring the Content of the Sales 建立合作關系Establishing Cooperative Relationship 向訪客介紹同事Introducing Colleagues to the Visitor 介紹公司概況Brief Introduction of Company 進行技術交流Technical Exchanges 送別客戶Seeing off Guests 邀請回訪Asking for Revisit 外事接待 機場接機Airport Pick—up 相互介紹Introducing Each Other 過海關Passing the Customs 行程安排Travel Arrangements 路上閑聊Chat on the way 辦理賓館入住手續(xù)Hotel Check in 客房服務Housekeepin9 陪同領導視察Accompanying with Leaders for Inspection 介紹公司近況Introducing Company Recent Situation 介紹最新產(chǎn)品Introducing New Product 接風宴會講話Speech on Welcome Banquet 接風宴上0n Welcome Baniluet 送別宴會講話Speech on Farewell Banquet 送別宴上0n Farewell Banquet 贈送禮物Presenting Gifts 邀請再訪Inviting Guests to Come Again 機場告別Farewell at Airport 其他接待實務 陪客戶購物Shopping with Clients 陪客戶觀光Sightseeing with Clients 陪客戶用餐Dinner with Clients 陪同客戶安檢Accompanying with Clients for Security Check 客戶投訴Customer Complaint 售后服務After—Sales Service 電話推銷Telephone Product Promotion 接待幕后工作Reception Work Behind the Scene 報賬Rendering an Account 保存客戶資料Keeping Guest Profile 保存接待事務資料Keeping Receiving Affairs Profile． 附錄A：接待禮儀集錦 附錄B：接待技巧集綿
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