[China Glass Network] Content Description: When you are instructing shopping guide training, the main point of the instructor is how to deal with the contact between the shopping guide and the customer. If the customer approaches the counter, the salesperson first greets the customer. Basic courtesy everyone knows, but there are There are other situations at the time.
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When I remember the shopping guide training, the main points of the instructor's point of view are how to deal with the contact between the shopping guide and the customer. If the customer approaches the counter, the salesperson first greets the customer. Basic courtesy is known to everyone, but sometimes there are some situations. Situation:
In the former case, the active questioning caused the customer's dislike. If the customer approaches the counter, the salesperson asks "What do you buy?" The customer not only refuses to accept this question, but asks the salesperson: "Is it impossible to buy without buying it?" Both sides are embarrassed.
The second situation is: due to busy business or other objective conditions, sometimes the salesperson can not ask each customer to take the initiative.
The third situation is that some customers only look at the goods, and the salesperson asks no, no question or no. In these cases, we will find a good time to ask questions.
When the customer stays in front of the counter, when the customer touches the merchandise or discusses the merchandise with other customers, when the customer comes to the counter in front of the counter, it is a good time for the salesperson to ask the customer. The language must be civilized, polite, sincere, and kind, with a proper name to say good bye. Such as: Miss, sir, what do you need? Use the language to become active. If the counter salesperson is sorting out the goods and did not pay attention to the customer coming to the counter, then the customer rushed to the salesperson and shouted: "Miss, take this dress and take it to me." The salesperson should immediately put down the finished goods and walk over and put on the clothes. Asked: "Do you wear or others wear?" This question is a slap in the face, from passive answering to active questioning, which can lay the foundation for the smooth progress of the entire service process. Flexible and adaptable. The salesperson asks the customer and can't stare at "Miss, what do you buy?" "Mr. What do you want?"
At the same time, we need to do this: the questions should be contingent.
First of all: to flexibly determine the content of the question about the customer's age, gender, occupation and other characteristics. Proactive questioning can eliminate customer concerns, and at the same time quickly understand the customer's intentions and provide a basis for the next step of service.
Then: Our answer: When the customer chooses the product and feels that the price is too high, the salesperson has two ways to answer this question: one is “this product is slightly higher in price, but the quality is very goodâ€, another "The quality of this product is very good, but the price is slightly higher." Although these two sentences are only reversed in the order, the impression is completely different.
Both front and back statements will make customers feel that the quality of this product is good, even if the price is high, it is worth buying. Answer the customer's inquiry based on the customer's expression. This means that the salesperson answers the customer's inquiry while observing the customer's reaction, so as to understand the customer's attitude toward the product, in order to determine the answer method. If the customer asks the salesperson, "What kind of suit do I wear?" The salesperson said a finger to the customer: "I think this suit is very beautiful, what do you think?" If the customer says: "Yes, it is really good." The salesperson can continue to introduce. If the salesperson takes the simple pattern to the customer, the customer will frown and look at it without saying a word. The salesperson should understand that the customer is not satisfied with it, and should take a bright color to the customer, otherwise it will affect the customer. Purchase mood.
Later: The farewell customer said one or two polite farewell words to the customers who are leaving the counter. It is not just a simple polite expression, but a rich internal meaning. Concerned farewell. This kind of farewell is used for special customers and careless customers. For example, the elderly customers are slow in words and deeds, and the memory is not strong. When the salesperson bids farewell, he should use a life language that is both cordial and caring: "Grandpa, please take it, walk slowly on the road!" This kind of farewell from the choice of words, the use of intonation It is very consistent with the psychological requirements of elderly customers.
When the careless customer purchases the goods, the salesperson should say: "Miss, please put the money, take things, goodbye!" Customers will feel that the salesperson's reminder is too timely, and thus grateful!
There are many language arts and techniques. Shopping guides should be applied to different situations. It is not only a representation of courtesy, but more importantly, it gives customers a pleasant after-transaction and lays a foundation for future services, thus establishing a good brand for the company. Social image.
