Sales and service experience Part III
Nowadays, the competition in clothing sales, especially women's clothing, is very fierce. No matter what grade of clothing you have, this industry feels that the entry threshold is low, but it will soon close down. I have noticed these words written by some experience in making clothes. People don't have me, people have me, people are superior, people are superior, and people change for me quickly? The simple sixteen words fully summarize the sales strategy and method of a garment, and every link is so important.
This sentence is not difficult to understand, that is to say, to do what your competitors don't have, in this link, test the ability of store operators to get goods and predict clothing fashion trends. This needs to be combined with the geographical location, environment and consumption level of your store. Your eye for goods determines your competition with your competitors. You sell goods that others don't have and are suitable for your main consumer groups. So you don't have to rob me.
The understanding of this sentence is that in the process of clothing sales, when you have the same money and the same goods as your competitors, you need to take the initiative in business strategy and not change from passive to active. The price war is a lose-lose situation. In the actual business process, clothes collision and price war are common. At this time, when we sell clothes, we must take me as the center, and clothes are the same. However, different sellers can change your passive situation. Try to create an optimized environment in the sales environment and atmosphere, and solve and deal with it from your service, after-sales, communication, sales environment and other aspects, so that customers can remember your store, sell sincerely, communicate attentively, let customers feel the truth of your store, feel comfortable when buying it, and have a good effect on your store and be invincible in the competition. This is well done. Sometimes I think other people's clothes are cheap, but customers still buy them with their heart and help your business with their heart.
People are superior, I change. Similarly, while you are selling in a good atmosphere, maybe your competitors are also trying to change and optimize. At this time, you must work hard to change the word. There are many ways to change the word, such as readjusting your own clothing style and style, sales strategy and so on.
People change rapidly, which shows that the problems we face in clothing management, including your clothes, should be decisive and fast, and we should grasp this principle in the circulation and sales of goods, especially women's clothes. The clothes in the shop should be sold quickly and changed quickly, so as to win the admission rate of customers.
Service experience in sales II
First of all, we should change our thinking and realize the importance of service. In the past, our job requirement was to receive all customers in Man Qin, but now we must understand the service from a higher level. The purpose of service is not only initiative and enthusiasm, but more importantly, it is our responsibility to meet the needs of customers. Only enthusiastic and sincere consideration for customers can bring customer satisfaction. No matter how good the book is, if the service is not perfect, customers will not be really satisfied, and even the reputation of the bookstore will be lost. So we really should think of our customers.
In the past, we thought that as long as we paid attention to the service attitude, it would be easy to understand how to meet the needs of customers and do a good job in sales. But this is not the case. It is difficult to determine which sales behaviors can please customers and meet their expectations. This requires us to have a sense of perfect service and keen perception.
So what should we do?
Smiling is the best welcome to customers.
Smiling is the best expression of sincerity. Therefore, when we receive customers, we should give them sincere smiles like friends, let smiles become the beginning of good communication between us and customers, and regard smiles as the link between us.
Second, establish the concept that customers are always right and create quality services.
No matter in sales or after-sales, when there is a problem, no matter who is at fault, it should be solved in time, and an evasive or evasive attitude cannot be adopted. We should actively listen to customer feedback, take the initiative to do a good job of explanation, and let customers feel valued and respected.
Third, think for customers everywhere and impress customers with sincerity.
To satisfy customers, it is very important to really think about customers. Always stand in each other's position and treat yourself as each other. In the process of book promotion, we should always remember to solve six problems of customers: why should I listen to you, what is this, what is good for me, what will happen, who said it and who bought it. Only in this way can we really impress customers, touch people with sincerity and guide people with heart.
Fourth, listen to the voice of customers and introduce them accurately.
When customers come to buy books, we can't judge customers' intentions and preferences immediately, so we need to know customers carefully and analyze what kind of people they are, such as students, teachers, farmers, drivers, bosses and so on. Do your best to understand the needs of customers, and try to introduce only suitable books to customers and cultivate loyal customers. At ordinary times, we should improve our business level and know our own commodity knowledge. We should not ask questions when customers ask, which will affect customers' trust in us.
5. Master communication skills and warmly receive customers.
Speaking language is an art and it is also very important in our work. Paying attention to language skills will bring us closer to our customers and work better. We often meet customers who report that the price of our books is relatively high, so we should guide them to look at our books from another angle and make them feel that they are worth the money. For example, we have formal channels, exquisite binding and formal return and exchange services. In the work, we should skillfully use service honorifics, and be proactive, enthusiastic and thoughtful.
Only by implementing perfect service at work, sincerely thinking for customers and doing everything possible to satisfy customers can we establish an image, gain a good reputation and create better benefits, and the enterprise can become more powerful.
Sales and service experience Part III
Under the scorching sun, our * * * Youth League employment internship tour practice team Yaguodian practice team began to really embark on our practical journey.
Rejection is the beginning of promotion.
Youngor's first shopping guide experience
Just arrived at Yago's store, the company director in charge of receiving us has been waiting in the store. He received us kindly, asked about the purpose and idea of our internship, and briefly introduced the skills of shop work, which benefited us a lot. Then, the shopping guide in the store leads us to learn all kinds of basic skills. The first thing is to wear a tie. Seeing her wearing a beautiful tie three or two times, I thought it was a very simple thing, but when we tied the tie ourselves, we found that nothing was absolutely simple. Although I can wear a tie after learning it several times, the shape is really ugly. I can only say that I can play, but I can't play well. But we didn't give up easily. Time and time again, I finally made a beautiful tie. Then, what do you think of all kinds of shirts? The material and size of suits are suitable for people of different sizes, which really tests memory. After the shopping guide's sister finished speaking, we carefully recorded it before we really understood it. Finally officially went to work.
Standing all day, saying to customers: Welcome to Yago. We are very tired, but we are happier, because we have learned things we didn't know before, and we have also realized the hardships of making money. Most importantly, the rejection we saw in the warehouse is the beginning of the promotion.
Smiling and patience are the keys to successful sales.
Welcome to successful sales.
On the second day of internship in Youngor store, we finally received the clothes of the employees. For an instant, we felt more like a qualified shopping guide. This day. Today we reap the joy of success, far better than yesterday's sales. We sold a suit and some T-shirts, as well as shirts and trousers.
When I saw a guest coming, I greeted him. We smiled and introduced the clothes that fit the customer. When he needed another size, he changed it immediately. In fact, I was a little impatient at that time, but I still tried to keep a smile on my face and serve my customers patiently. Finally, the first business was successful, and we sold a shirt. At that time, the fatigue of standing all the time disappeared, and the frustration of zero sales on the first day disappeared. That's really a sense of accomplishment.
Through these two days' sales experience, I have learned a lot: you must be patient, keep a good attitude and keep smiling, so as to do things well, and you can't take every job lightly.
Recently, the performance has dropped significantly. Although it is the off-season, the price of peers still depends on their own popularity and has a competitive advantage. Choosing the right store location in the business circle is very important for the profitability of the store. Monopoly brand stores have the most affinity among many clothing brands, and have won the recognition of modern people for their novel styles, unified portal design and pleasing shopping environment. Through this mode of operation, it not only expands the influence of the brand but also increases the sales volume. But at present, the existence of various business models has advantages in price, and some of them are sold at slightly higher wholesale prices. The situation in this area can be summarized as follows:
Basic information of Jinfeng: the area under its jurisdiction is 29.88 square kilometers, with a permanent population of 72,000. In XX, it was promoted to a super-class economic town in Fuzhou, with a total industrial output value of nearly 5.9 billion yuan and a tax payment of nearly 90 million yuan. The birthplace of grassroots industry, Fuzhou is a super-class economic town. The total industrial output value in XX is 5.586 billion yuan; The total agricultural output value is 6.5438+0.3265 million yuan, and the fiscal revenue is 75.23 million yuan; The per capita net income of farmers is 7500 yuan. The commerce and trade industry is developed, with more than 3,500 commercial outlets, nearly 300,000 consumers, 50,000 tourists a day and the daily sales of social consumer goods reaching 7 million yuan. There are six major items: chemical fiber, cotton spinning, weft knitting, warp knitting, weaving, dyeing and finishing. At present, the Jin Feng Park in the Airport Industrial Zone is under full construction, and the transformation of the old city and the construction of the new municipal district are being vigorously carried out. The total planned area of the old city reconstruction is 700 mu, and the first phase of 42 mu has entered the construction stage.
Business circle analysis: the distribution of men's wear sales in the same industry is concentrated, limited by old concepts and income levels, and local consumption habits tend to be frugal; Living in the outer edge of the business circle, the existing groups are mainly women, suitable for all ages, and the consumer demand tends to be sluggish. The same clothing or other products would rather pay a lower price and get the same effect. Of course, young consumers tend to be fresh and ingenious, and our store tends to be marginal; Absorb some idle or brand-dependent customers.
Analysis of consumption characteristics and market demand: people aged 0- 19 and over 50 are defined as savers, and people aged 20-50 are defined as consumers. Judging from the data of population age structure and clothing consumption of urban and rural residents published by the Bureau of Statistics, the clothing consumption demand of people aged 25-29 and 35-45 is the strongest, because there are great differences between rural and urban areas in living environment, social security system and consumption environment. Even the high-income people in rural areas have the same absolute income as the middle-income people in cities and towns, but the expenditure on clothing is obviously less than that of the middle-income people in cities and towns; The idea that the richer people are, the more money they will spend on clothes is not in line with the actual situation. On the contrary, the clothing expenditure of low-income residents accounts for a relatively high proportion of their income, while the clothing expenditure of high-income residents accounts for a relatively low proportion of their income, and this proportion will not shrink or expand indefinitely, which proves the general consumption attribute of clothing. For people with low income level, clothing is closer to non-necessities; For people with higher income levels, clothing is closer to necessities. The development process of textile and garment industry will generally experience: mass production by manufacturing enterprises? Production moves out, manufacturing shrinks, and retailers dominate? Retailers participate in market competition with service and quick response. Now is the second stage, and the clothing industry is about to enter the next golden decade. Then, the consumption characteristics of filial piety residents in the clothing market demand also have certain reference value for establishing competitive advantage. Although the clothing market has great potential and there is still room for growth, at present, summer clothes are gradually saturated, and many businesses have adopted common price promotion activities; Cause a certain degree of influence.
Competitors and price analysis:
Cabben:cabben's popularity in this respect is higher than wolfzone's, and the relatively stable customer base is also in a relatively depressed state recently. Clothing styles are few and simple, and there is also a lack of cropped trousers with more demand, and the decoration layout is spacious and tidy; Price range: [299-399]u[399-459] has no competitive advantage in price.
Metersbonwe Bang Wei Bang Wei: Located in the bustling area of commercial street, it has a compact display and can be put in time to meet the demand of popularization. Compared with similar jeans, it has some shortcomings, which draws a blank area between similar jeans and market demand; Some discounts range from 50% to 30%, and two items are 8.8%. The discount price is attractive, the price is more affordable and the quality is generally guaranteed. There are both brand advantages and preferential prices in the wholesale market. The price range is [49-79]u[89- 1 19].
Disadvantages:
1. There are no obvious signs around the building, and the billboards are not very clear; Advertising shows that it is difficult to repeatedly stimulate consumers' impression of the brand due to the restrictions of surrounding environmental conditions. For example, the logo of McDonald's, 100 meters away, can still be clearly seen, which plays a role in guiding and stimulating the brand.
2. The fabric thickness of jeans series is contrary to local needs and habits, which poses a severe situation for sales; There are not many styles that adapt to the product life cycle this season.
3. Salespeople have a negative attitude and lack enthusiasm, which needs to be improved urgently.
4. Lack of corresponding activities, relatively speaking, Kaben is also facing the same situation; However, it already has a relatively trusted customer base.
Plan:
First, earnestly implement the post responsibilities and earnestly perform their duties.
Do everything possible to complete the regional sales task; Strive to fulfill the sales requirements; Actively and extensively collect market information and report it in time; Strictly abide by the rules and regulations; Have a high degree of professionalism and a high sense of ownership; Complete other work.
Second, clear the task and be proactive.
Actively understand the standards and requirements reached, and strive to complete ahead of time within the required time limit. On the other hand, we should actively consider and supplement.
Third, strive to manage harmonious employee relations, be kind to employees, stabilize employees' emotions, and plan employees' career development in the store. Due to the shrinking regional market, fierce peer competition and falling prices, it is necessary to conduct serious research and integrate the information feedback of market conditions to stimulate sales enthusiasm. At the same time, I plan to seriously study knowledge, skills and sales practice to improve my theoretical knowledge and strive to continuously improve my comprehensive quality.
The fourth part of sales service experience
We are often confused about where wisdom comes from and where to go, how to capture the light of wisdom and find the balance we need at the junction of cost and income. We are often confused about where human power comes from, where it goes, and why we often panic in front of the huge market and have no way to observe it. I think the only way to answer these questions is to study.
Lev tolstoy once said: A mind without wisdom is like a lantern without a candle. As the saying goes, it is never too old to learn, which is true. Even though we have taken part in the work, we should not give up learning knowledge. On the contrary, as employees of an enterprise, it is of great benefit to read some books to broaden their horizons and absorb the successful experience of others after their busy work. Smart people are always good at filling their brains with other people's wisdom. This year, we learned the book "Growth" in the whole group and benefited a lot. In the fourth quarter, China Post Equipment Shenyang Company organized a reading craze of one book a day for one hour and one book a month, and the study of our branch was also in full swing. The following are some experiences that I have combined with my own work after studying. I hope to share it with my friends and make valuable suggestions.
I. Sales Plan
The basic principle of sales work is to make a sales plan and sell according to the plan. Sales plan management includes not only how to make feasible sales targets, but also the methods to achieve them. Everyone has his own characteristics and methods. The key is to find a set of methods that suit you best.
Second, customer relationship management.
If the customer is well managed, the customer will have sales enthusiasm and will actively cooperate. If customers are not effectively managed, or customer relationship management is rough, the result is that customers' sales enthusiasm cannot be mobilized and sales risks cannot be effectively controlled. Therefore, we must try our best to maintain the customer relationship, pay attention to every detail of the customer, and let the customer feel that you are always by his side.
Third, information feedback.
Information is the life of enterprise decision. Sales people are in the front line of the market, and they know the market trends, the characteristics of consumer demand and the changes of competitors best. This information is fed back to the company in time, which is of great significance to decision-making. On the other hand, the problems existing in sales activities should also be fed back to the company in time so that the management can formulate countermeasures in time. The salesman's work results include two aspects: one is sales volume, and the other is market information. For the development of enterprises, market information is more important. Because the sales volume was yesterday, it has been realized, and what has become a reality cannot be changed; Meaningful market information determines tomorrow's sales performance and tomorrow's market.
Fourth, team fighting capacity.
It is important to play the overall effect of the team. A cohesive team, her fighting capacity is the most powerful and unstoppable. So everyone, no matter which department or business, should always remember that he is a member of the team and a positive one. My actions cannot be separated from the team, and my actions will affect the team. In order to continuously consolidate and enhance their combat effectiveness, the team will also be duty-bound to support the positive actions of every salesperson. * * * Work hard together, * * * make progress together, and * * * reap together.
Fifth, sales are no small matter.
Management is no small matter. An excellent manager is also a careful leader. Similarly, sales are no small matter. Sales should be more cautious and prudent, looking for a win-win rule. Improve in learning, summarizing, practicing, groping and trying.
The above experience, I hope to inspire and help you, and I hope you can make progress with me!
I believe our tomorrow will be better!
Chapter 5 Sales and Service Experience
Two years of real estate sales experience has made me realize a different life, especially in the case field of Vanke. The baptism under strict and rigorous management has also created my stable and practical work style. Looking back on the past step by step, I summed up the following sales experience:
1, persistence is victory.
Perseverance and not giving up easily can lead to success step by step. Although we don't know when we will succeed, what is certain is that we are getting closer and closer to our goal. With tenacious spirit, get twice the result with half the effort. Continuous work will inevitably make people tired. Relaxation is human nature. The most difficult time, stick to it and it will pass. Similarly, in sales, customers raise various objections, give up the opportunity to explain to customers, and customers are lost; A little more persistence and persuasion will make a deal. Often hope lies in one more phone call and one more communication. At the same time, we will persistently learn the relevant knowledge of real estate specialty, so that our excellent professional quality can impress our customers from the heart.
2. Learn to listen and seize opportunities.
I think a good salesman should be a good listener. He should know all aspects of the customer's information by listening, and should not judge a book by its cover. He should not judge customers easily by his own experience. This customer thinks that this customer will not buy a house, which leads to the loss of some customers. He should judge their potential thoughts through his words and deeds, so as to grasp the real information of customers and the psychology of buyers. At the right time, he should hit the nail on the head until a deal is reached.
3. Maintain long-term enthusiasm and enthusiasm for work.
I believe that hard work will make excellent employees. Therefore, from the moment I entered Yiju Company, I have always maintained a serious work attitude and a positive spirit. No matter what small things I do, I will try my best. To promote my products, we must first be fully familiar with my products, love my products and treat customers with enthusiasm and enthusiasm. Down-to-earth follow-up with customers has made the impossible possible and the possibility a reality, and dribs and drabs of accumulation have created my outstanding performance. At the same time, I maintained the accumulated relationship with old customers. They all fully affirmed my earnest work and enthusiastic attitude, which brought me more potential customers and made my work performance by going up one flight of stairs. This is the biggest gain and wealth I have gained from my sales work, and I am most proud of it.
4. Keep a good attitude.
Everyone has been in a bad state, and an optimistic salesperson will attribute it to the imperfection of personal ability and experience. They regard this as a necessary tempering process, and they are willing to constantly improve and develop in a good direction, while negative and pessimistic salespeople complain about opportunities and luck, always complaining, waiting and giving up!
The fable of the race between the tortoise and the hare is constantly appearing in real life. Hares tend to be opportunity-oriented, while turtles always adhere to their core competitiveness. In real life, just like the end of the tortoise-hare race, people who keep accumulating core competitiveness will eventually defeat those who chase opportunities. Life is sometimes like climbing a mountain. When I was young and strong, I was always alive and kicking like a rabbit. At the first opportunity, you want to jump ship and take shortcuts. I want to give up my rest when I encounter setbacks. Life needs accumulation. Experienced people, like turtles, know the truth of walking at a constant speed. I firmly believe that as long as the direction is correct and the method is correct, step by step, every step is firmly on the road of progress, but they can reach the finish line earlier. If you are lucky enough to get ahead, your luck will run out one day.
I have always insisted on doing what I can do well and making steady progress towards my goal step by step.
Sales and service experience (6)
First, don't stop the customer from telling the reason for refusal.
1, take a positive view of customer rejection.
Being rejected by customers is not a bad thing. It just means that the customer cares about this matter and is listening to me attentively.
How to make better sales?
. The customer's refusal gave me a chance to talk further and collect and provide more information for me. Faced with different forms of rejection, salespeople need to know the real reason why customers don't want to buy, and then they can find the most suitable solution, which is also the key to establish a good communication relationship and promote the success of the transaction.
2. When the customer's refusal reason has objective basis,
Although salespeople have a headache about the reasons for refusal put forward by customers, they often have to admit that the reasons for refusal put forward by customers have corresponding objective basis. Salespeople need to remind themselves at this time: the customers in front of them are very rational, they are by no means demanding, they may have a considerable understanding of similar products, and don't try to muddle through.
In the face of well-documented reasons for customers' refusal, salespeople must admit customers' opinions realistically, but don't give up or lose confidence because of it. Instead, they should try to turn customers' attention to other advantages of the product and thank them for their opinions. It seems that you are a very careful person, and we will pay full attention to your suggestion. However, have you noticed that on the other hand,
In this case, we must put our words mildly, so that customers can feel full respect.
3. When the customer's rejection is only a reflection of subjective opinions.
Compared with those customers who are rational and calm enough, some customers are quite subjective, which can be learned from their reasons for refusing:
There are too many such books, and your books have no features; My friend made your book, which is not easy to sell; If you pay some during the accounting period, forget it.
Although these subjective reasons for refusal are obviously irrational and do not really touch the product itself, it does not mean that these customers are easily persuaded. In fact, the reasons given by subjective customers often come from their own life or mood, which requires salespeople to master more flexible handling methods. For example, a salesperson can take the following measures:
? Do not make substantive response to the subjective opinions of customers, and then guide customers into a pleasant communication atmosphere with their sincerity and enthusiasm after customers vent.
? Respond to customer complaints in a humorous way, and don't try to correct or refute customer opinions. When you show enough tolerance, customers may stop bargaining with your own prejudice.
When the customer refuses, it is only a natural preventive measure.
The reason why some customers refuse to promote sales is completely out of a natural preventive psychology. They may think that they are at a disadvantage in communicating with the salespeople, so everything the salespeople say is like an attack on them. If they are asked to pay for products or services, it will make them feel more adventurous. Sometimes, the reason why customers have defensive psychology comes entirely from the salesman himself. It may be that the salesman is too eager to make the customer feel that he is being pressed step by step, or it may be that the salesman left a bad impression on the customer that he is not trustworthy.
Whatever the reason, once customers are found to be on their guard, salesmen should pay special attention to their words and deeds. We should try our best to communicate with customers in a soothing and gentle tone to make them feel relaxed. In the process of communication, we should produce empirical evidence to prove the credibility of ourselves and products in order to win the trust of customers. When customers feel relaxed and trust you, this kind of preventive psychology will naturally be eliminated.
Expert reminder
It is better to use it than to be afraid of customer rejection. At least customer rejection can make your communication with customers less monotonous.
Communicating with rational customers requires not only the same reason, but also softening each other with emotion.
Customers can refuse to sell on their own subjective basis, but you must always be rational and remember: never get involved in customers' subjective emotions easily.
Don't be fooled by customers' superficial excuses. At this time, you need to convince customers with your mind and sincerity.
In the face of customers' precautions and doubts, salespeople need to use a relaxed atmosphere and reliable evidence to resolve them.
Second, eliminate the negative emotions of customers.
1. Analyze the negative emotions of customers.
After buying some products or services, customers may feel a sense of loss, and even some customers will regret the transaction. Some salespeople don't take these negative feelings of customers seriously, thinking that things have been sold anyway, and it is very one-sided and shortsighted to ignore them. Because, after the sale is completed, if the negative emotions generated by customers cannot be contained and effectively eliminated as soon as possible, it will affect your subsequent communication with customers, and then affect the development of a larger potential customer base.