In this case, the shopping guide should honestly tell the customer the reason for the special price of the goods, convince the customer with facts, and at the same time use the affordable and cost-effective special goods to urge the customer to buy. Of course, we should be responsible to our customers, and we should not discount after-sales service on the grounds of special prices, which will deepen our customers' concerns. Moreover, it is easier to gain the trust of customers with the same after-sales service and quality assurance as regular-priced goods.
2. The customer likes it very much, but the friend who comes with the customer objects (the product recommended by the store is liked by the customer, but opposed by the friend who comes with the customer, so it is recommended that the friend go to other places to see how to deal with it. )
Many shopping guides are particularly afraid of facing multiple customers. People who usually go shopping with customers may be friends, colleagues or relatives of customers. Faced with such a customer base, the store should do this:
① Observation and analysis: Through observation, rank the influence of buyers and escorts. Then we can take active measures to guide customers to buy the goods in this store.
② Clever use of relationship and mutual pressure to promote sales. During the transaction, the customer trusts her friends more. Although her friend is not a buyer, her friend has veto power. Shops must use body language to communicate with the escort, so that the escort can feel respected and consult the escort appropriately. According to the understanding of customers and accompanying buyers, appropriate pressure can facilitate the transaction as soon as possible.
3. The store manager found that it is very important for employees to master the knowledge of goods to increase sales, but how should the store let employees get familiar with the goods quickly?
First of all, the company should have personnel to sort out the teaching materials in this area. Secondly, it should train employees in time, and after training, it should be assessed to ensure that everyone can improve.
4. How to overcome the nervousness when facing customers (the store manager is a new shopping guide, customers will be nervous when they enter the market, and naturally there will be some problems in communication with customers. How does the store manager overcome this situation? )
I am extremely skilled in my own business and love to be a manager's psychological breakthrough training. I will do enough psychological encouragement and suggestive actions before coming to customers and express my understanding to customers ideologically.
5. What should I do if the business I finally negotiated is interrupted by a word from an idle person? Sometimes, the store finally talks about a business. When the customer was ready to pay the bill, the people hanging around said that the customer would not buy it. In this case, it is very annoying and helpless. What should I do? )
This situation is often encountered in retail stores. When you encounter such a thing, you should first be calm, don't be rude, don't pester the rambler, but don't be tit-for-tat and noisy. Secondly, we should shift the focus skillfully, deal with the loiterers quickly with as few words as possible, focus on the customers who are about to clinch a deal, and establish our professional image. For example, you can smile and say to the loiterer, "Thank you, Miss, what do you want to see today?" If she says, "Just look around." You can say to her, "Take a look first, and the manager will serve you later." Quickly shift the focus to the customers you are receiving. "Young lady, the store can't let everyone say that the brand in the store is very good, but there are also a considerable number of old customers in the store. The manager has been in this industry for a long time, the store company ..., and this product is very suitable for you, ... "
6. How to deal with a noisy customer in the store (some customers buy, because the products they buy have problems, and they start to make a scene as soon as they enter the store. How to deal with such customers? )
First, calm him down: listen, apologize and promise to solve it. If it still doesn't work, take him out of the store, such as going to the office to negotiate a solution. Next, we need to know the specific situation, but the problem of the store can't be shirked, not the problem of the store, so we should make it clear to him. If the other party insists on making trouble, but it's not the problem of the store, you can ask him to find the relevant inspection and law enforcement department. If the other party is still making trouble, you can ask the leader to give him a special solution.
7. How to promote the brand and promote sales (the store manager is the marketing plan of a jewelry brand. How to make marketing beneficial to brand communication and increase sales volume has always been the manager's confusion. How can he have both? )
Attract popularity through marketing and promote sales through promotion. Event marketing plus store promotion is a better way.
8. How to persuade customers to buy K gold jewelry (the store brand is mainly K gold, and some customers will need platinum when they come. How should the store persuade customers to buy K gold? )
If it is pure gold, it can be recommended to customers by introducing the fashion and aesthetics of K gold jewelry, such as diverse styles, rich colors, beautiful wearing, higher hardness than platinum jewelry, and less deformation and damage than platinum jewelry. If it is inlaid jewelry, you can buy K gems from the cost performance, such as the same price, which will be bigger. And buying inlaid ornaments means buying precious stones instead of gold. You can also talk more about the differences and characteristics of the two, but you should highlight the advantages of K gold.
9. What if you don't answer the customer's questions? Some customers, how do you ask him, he just doesn't answer, which makes the store very embarrassed. What should I do if I meet such a customer? )
There are many types of customers. First of all, we must understand and respect customers. Some customers are reluctant to communicate with others. This does not mean that they look down on the store or the store's words are not in place. But at the same time, no matter what kind of customer, he will be willing to talk as long as he finds a topic he is interested in. In this way, it is necessary for the sales staff of the store to constantly change topics to find communication points. But in this process, we should pay attention to two points. First, say short sentences, because long sentences will make the other party feel bored if they don't want to be heard; Second, there should be a pause between each topic, and grasp the content of the topic and the time of cutting in, otherwise it will make the other party think that you are intentional.
10, how to deal with the bad words of competitors (I often hear customers say that competitors speak ill of the brand of the store, and how should the store respond. )
Competitors speak ill of the store, which may indicate that the store is doing better and has caused them great pressure. When customers respond to you in this way, you must be calm and don't feel irritated. Then firmly explain to the customer what the competitors have slandered. Finally, by the way, this may be because they did so well and put too much pressure on them. Don't continue to speak ill of each other, otherwise the customer will lose confidence in the whole industry, making him feel that the industry is full of fraud, the operation is not standardized, and he will not have a good impression or trust in the store!
1 1, which is more important (customers often ask which of the four evaluation aspects of diamonds is more important. How should the store answer? )
In fact, the importance of 4C is incomparable, but the application of 4C in specific sales can be based on the product characteristics of the brand. For example, the product of your brand is characterized by good diamond cutting, so you should emphasize the importance of cutting. For example, if you want to recommend a heavy diamond jewelry to a customer, you should be able to tell the relationship between weight and diamond value, as well as their preservation. So although nothing is more important, you can focus on sales. But only if you can tell the advantages and selling points of each element in 4C. So you are more likely to impress customers!
12, how to deal with multiple customers (in the process of store sales, there are often several people watching things together, and opinions are inconsistent. How should the store manager treat this multi-customer)
First of all, we should distinguish who is the decision maker (buyer), who is the decision influencer (who has a strong influence on the buyer) and who is the destroyer (who always puts forward negative opinions). After distinguishing the role-playing of these people, we should focus on impressing decision makers, uniting decision influencers and weakening saboteurs (for example, attracting his attention and letting others lead him away).
13, K gold won't change color (many customers will ask if K gold will change color after being worn for a long time, and how should the store answer? )
First of all, you should tell customers that the main metal component of K-gold is gold, and the chemical properties of gold are very stable, so the chemical properties of K-gold are relatively stable, but not as good as gold, so you should pay a little attention when wearing it. If you wear it carefully, it will generally not change color. If there are relevant after-sales service regulations, you can also tell the customer to enhance her consumer confidence!
14. How to answer some personal privacy questions asked by customers?
Be generous, don't be angry, shy or afraid. Then tell him clearly that if you have any questions about the product, the manager is willing to answer them, but discussing some personal questions is not allowed by the company, which is the manager's personal privacy. No matter what he does, you always keep calm, polite and principled. If you persist in this way for a long time, he will no longer know that he is bored, but you have never stimulated him or angered him, so the effect is better.
15, how to quickly master professional knowledge (the store manager is a new employee and is not familiar with this industry at all, but he can't learn professional knowledge well, and customers can't do sales well without asking questions. How can the store manager master these professional knowledge quickly? )
First of all, you have a strong willingness to learn, which is good. For the ways and methods, the store manager can give you some suggestions: First, ask the enterprise to give you relevant professional knowledge, sales skills and even workflow training; The second is to follow an old employee who you think is excellent (the actual sales industry is better) and learn from her by observing, listening and asking; The third is to find some related books to read.
16. Problems in adopting low-price competition (the gold price of the store is lower than that of competitors, but customers have doubts about the quality of the store. How should the salesman explain to the customer? )
You can answer this question from three aspects:
First, you can show him the appraisal certificate of the authoritative department.
Second, you can make a firm promise to him, and you can make a fake one and lose ten (and tell him the identification agency and address).
Third, you should explain why this store is cheap and why others are expensive (because there are many stores, the price of this store is cheap; For example, there are few brand advertisements in the store, which saves advertising costs and benefits customers, such as free in-store and low operating costs.
17, how to make the advertising investment the most effective (what kind of advertising investment is the most effective for the promotion of stores in third-tier cities? )
How to spend less money on advertising has great effect. Doing retail business is always a problem that stores should consider. How to achieve this result. The manager gave you some advice:
① Good at overall marketing. What is the whole marketing? It is to integrate other people's resources through marketing design. This will exchange resources and share the cost equally. For example, Valentine's Day can be with cafes and flower shops, May Day and November Day can be with wedding photography, and Spring Festival can be with restaurants or liquor brands to do activities.
(2) Looking for a brand-new publicity channel that others have never used, but can play an advertising role. For example, the wall of rural people, no one thought before, can be used for advertising. The first person to develop this must have a low cost.
③ Pay attention to the planning of advertisements. Good planning will greatly increase the advertising effect and the input-output ratio will also be greatly improved.
18, how do small brands compete with big brands (the brand influence of stores is very small, and the business is always inferior to big brands. How should the store change this situation? )
Compared with some mature brands and well-known brands, small brands and new brands have lacked something, and what they lack has become a fact and cannot be changed. If the store can't find some advantages in confidence, then the store may have no advantages at all. Of course, you will say, confidence is very weak, and it will not last long. But the store must be very clear that confidence may be empty, but it is the foundation to overcome everything. It made Chairman Mao dare to face thousands of enemies with guns with his bare hands when he was a student, and scared them off with confidence and momentum. In fact, consumers know little about the differences between small brands, new brands and big brands and old brands. Sometimes, they just talk to you through hearsay, but if they don't have enough confidence, they will really be influenced by it, not him. So from today on, if you are a manager, you should strive to establish the value of your brand. If you are a general salesperson, you should try to find the advantages of your own brand and enhance your self-confidence. Please don't compare yourself with others' brands. It's hard to say which is better. There are only differences between brands, just as there are no two identical people in the world. You should firmly believe that you and your brand are the best, because you are the one who really provides value to customers. The brand of a shop is bought by getting customers' love, not by fame.
19, How do jewelry graduates find relevant jobs (the store manager is a jewelry graduate, and the employment situation of the store is very bad this year. How can I find a job that suits me? The store manager wants some corresponding suggestions. )
First of all, we must define our position, that is, we must determine what we are best at, such as design, appraisal or market; Then find ways to recommend yourself through multiple channels, such as friends, alumni and teachers, such as writing a cover letter. It is best to write a letter of recommendation directly to the general manager, express your understanding and love for this company, and even put forward some suggestions and opinions. In addition, if you have an interview, you should be fully prepared: first, image preparation, second, ideological preparation, and third, question preparation. In the interview process, you should learn to listen and dare to express your views.
20, from clothing to jewelry store managers should pay attention to what. (The store manager used to be in the clothing industry, and he felt that jewelry was relatively high-end. The store manager wants to turn to the jewelry industry. The manager wants to ask what is the difference between jewelry and kimono, and what problems the manager should pay attention to. )
The biggest difference between these two industries is the different consumer psychology caused by different products. First of all, you should take the time to learn the professional knowledge related to jewelry and get familiar with the products. Then we should understand the consumer psychology of customers and the characteristics of the industry. For example, what customers should pay attention to when consuming, how to combine their own products, how to do some marketing activities, how to train employees and so on.