Car Beauty Shop Service Etiquette Knowledge
A car beauty shop is a service-oriented enterprise, and service etiquette is particularly important. Etiquette refers to the behavioral rules formed by people in social interactions. Specifically, it is manifested as politeness, appearance, and ceremony. For individuals, etiquette can establish self-respect, enhance self-esteem, confidence, and self-love, paving the way for interpersonal interactions in society and handling various relationships well. In modern society, whether in public places or private gatherings, as long as one interacts with others, their outward appearance, including clothing and demeanor, will leave a deep impression on others. It can be said that the quality of a person's external image directly relates to the success or failure of their social activities. Car beauty shops should consider the construction of employee service etiquette as an important task for developing the car beauty industry and building a brand.
(I) Reception Etiquette
Welcoming and seeing off customers are the most basic activities in a beauty shop and an essential part of daily operations. This is an important aspect of expressing the shop’s goodwill and demonstrating politeness and cultivation. Especially when welcoming customers, it is crucial to leave a good first impression, laying the foundation for further interaction.
1. Active Greeting
When a customer approaches the beauty shop, the receptionist should actively go out and warmly greet them: "Hello, welcome to Best." Then lead the customer into the reception room.
2. Enthusiastic Reception
When receiving customers, one should be proactive, warm, generous, and provide service with a smile. After the customer enters the reception room, invite them to sit down, offer water or tea, and say, "Please have some tea." Then understand the customer's needs and present the beauty shop's business cards and discount cards. If there are many guests, they should be received in order of arrival, without prioritizing familiar customers. If the employee the guest is looking for is not available, clearly inform the guest where the employee has gone and when they will return. Ask the guest to leave their phone number and address, clarifying whether the guest will visit again or if the employee will contact them. When the customer is waiting at the beauty shop, provide them with reading materials for entertainment. You can also invite the customer to view the beauty products displayed in the store and introduce the features of various products seriously, but avoid forcibly selling products to the customer.
3. Proactive Introduction
When a customer requires car beauty services, the receptionist should immediately inform the relevant supervisor. If it is necessary to guide the customer to another office, pay attention to the following: First, when guiding in the corridor, the receptionist should walk two or three steps ahead of the guest, coordinating pace, allowing the guest to walk on the inside. Second, when guiding on the stairs, when leading the guest upstairs, let the guest walk ahead while the receptionist follows behind; if going downstairs, the receptionist should walk ahead while the guest follows behind, paying attention to the guest's safety when ascending or descending the stairs. Third, when guiding in the elevator, the receptionist should enter the elevator first. Fourth, when guiding in the living room, when the guest enters the living room, the receptionist should indicate with hand gestures for the guest to sit down. Only after confirming that the guest has sat down can the receptionist nod and leave. If the guest mistakenly sits in a lower seat, politely ask them to switch to a higher seat (generally, the side closer to the door is considered the lower seat).
(II) Car Handover Etiquette
1. Car Receiving Etiquette
(1) When the car owner arrives at the shop, the receiving personnel should actively greet them and use standardized gestures to guide them to the parking position.
(2) After the car has stopped steadily, the receiving personnel may open the car door for the owner, inquire about the specific beauty services required in detail, and fluently quote prices. They can also recommend other service items based on actual conditions. However, if the guest declines, no forceful persuasion should be applied.
(3) After agreeing on the service items, if the guest decides not to accept, do not insist.
(4) Count the items inside the car and suggest the owner remove any valuables.
(5) Escort the guest to the lounge.
2. Car Delivery Etiquette
(1) When delivering the car, proactively introduce the effects of the car beauty services to the owner, such as explaining how waxing can prevent UV rays and recommending the owner come back for waxing after a month.
(2) Introduce daily care knowledge to the car owner.
(3) When bidding farewell, stand appropriately behind the car, use gestures to guide the car out, and wave goodbye as the car passes by.
(III) Operation Service Etiquette
1. During the operation process, if the car owner is watching, the staff should introduce the product functions and maintenance knowledge to them.
2. When cleaning the interior of the car, do not play with the car's interior decorations arbitrarily, and absolutely do not steal or hide anything.
(V) Telephone Etiquette
Answering and making phone calls is a skill. A good phone call can win a customer, while a bad one might lose one.
1. Phone Answering Procedure
2. Phone Answering Techniques
(1) Upon hearing the phone ring, answer it as soon as possible. Use your left hand to hold the phone so that your right hand is free to take notes. Start the conversation by saying "Hello" and stating the shop's name. If the phone rings for a long time before being answered, say "Sorry" after picking up.
(2) If you cannot hear the caller clearly due to surrounding noise or telephone line issues, explain the reason, request the caller to speak louder, repeat the key points of what they said, and ask for confirmation. If still unclear, you can ask for the caller's phone number and agree to change the phone or reschedule the call.
(3) For calls directed to a specific person, if the person is present, notify them to answer the call on the current phone or transfer the call to the nearest phone near the specified person. If the specified person is not present, ask the caller if they have any messages to relay or if they need the person to return their call.
If immediate transfer is not possible, inform the caller that the specified person is busy with important matters and ask if they need a message conveyed. If necessary, tell the caller to call back in 5 minutes.
(4) When ending the call, say "Thank you, goodbye," and wait for the caller to hang up first.
3. Phone Answering Precautions
1) Answer the phone promptly when it rings.
The caller will feel pleased upon hearing a greeting immediately after the call is connected, facilitating smooth dialogue and creating a good impression of the beauty shop.
2) Maintain a joyful mood.
When making a phone call, maintain a positive attitude. Even if the caller cannot see you, they can be influenced by your cheerful tone, leaving a great impression. Since facial expressions can affect voice changes, even on the phone, approach the conversation as if the caller is watching you, listening attentively and enthusiastically helping the customer solve problems.
3) Speak clearly and brightly.
During the phone call, absolutely avoid smoking, drinking tea, or eating snacks. Even a lazy posture can be "heard" by the caller. If you are slouched in a chair while talking, the caller will perceive laziness and lack of energy. If you sit upright, your voice will sound kind and energetic, full of vitality. Therefore, even if you cannot see the caller, treat the call as if the caller is in front of you, paying attention to your posture as much as possible.
4) Understand the purpose of the call.
Each phone call during work hours at the car beauty shop is very important and should not be handled perfunctorily. Even if the person the caller is looking for is not available, avoid simply saying "not here" and hanging up. Try to ascertain the reason for the call to avoid misunderstandings. First, understand the purpose of the caller's call. If you cannot handle it, record it carefully, gently probe the caller's purpose, thus avoiding mistakes and winning the caller's favor.
5) Record the content of the call clearly.
The recorded content should include: the calling unit, name, and matters discussed.
6) Hang up the phone politely.
When concluding a phone conversation, it is generally the caller who should initiate the end. Then both parties should courteously bid farewell, saying "Goodbye," and only hang up after the other party does so. Do not abruptly end the call after speaking.
4. Common Incorrect Phone Phrases
Common incorrect phone phrases are shown in the table below:
Common Incorrect Phone Phrases
Incorrect Phone Phrase Correct Phone Phrase
Hey Hello
Who is this? May I know your honorable name?
You dialed the wrong number! Please hold, I'll transfer you.
What's up? How may I assist you?
I want *****! May I ask if ***** is available?
He's not here! He's temporarily away. Would you like to leave a message?
She's not here! She's temporarily away. Would you like to leave a message?
(VI) Social Etiquette
1. Ways and Methods of Introductions and Being Introduced
(1) Regardless of the form, relationship, purpose, or method of introduction, responsibility for the introduction should be taken.
(2) In direct face-to-face introductions, introduce the person of lower status to the person of higher status first. If difficult to judge, introduce the younger person to the older person. In terms of the relationship between one's own company and other companies, introduce the person from one's own company to the person from another company first.
(3) When introducing many people, introduce the person of the highest status first.
(4) In introductions between men and women, introduce the man to the woman first. If there is a significant difference in status or age, and if the woman is young, introduce the woman to the man first.
2. Acceptance and Storage of Business Cards
(1) Business cards should be handed over to elders or superiors first.
(2) When handing over your own business card, face the text towards the recipient, use both hands, and clearly state your name while handing it over.
(3) When receiving someone else's business card, use both hands to receive it, look at it immediately after receiving, correctly remember the recipient's name, and then store it. If there are characters on the card that are difficult to recognize, inquire immediately.
(4) Properly store the received business cards for easy retrieval.
Six Golden Rules for the Service Industry
1. Yes
2. Okay
3. Let me help
4. Immediate improvement
5. I will pay attention
6. Thank you for your patronage
Smiling service is a virtue. When you face the mirror every day to tidy up your appearance, and when you smile, it not only makes you feel happy and energetic, but also presents a renewed self to the customers. By giving your first smile to the customers, you share a day of good mood with everyone. Such a simple smile can produce unexpected results. Conversely, poor emotions can affect the mood of users and the entire group. Therefore, "smiling" is an external manifestation of good cultivation and a virtue!
Please note the source: http://www.qcmrrc.com/ Car Beauty Recruitment