1 What if the customer doesn't respond or can't sell it? We smiled at it, but the customer didn't respond, said nothing or replied coldly: I'm just looking.
[Error response 1] Never mind, please have a look.
[Error Response 2] Well, then look around.
[Error Response 3] Well, take a look first, and call me if you need help.
Correct template practice
①: Shopping guide: It doesn't matter. It doesn't matter whether you buy it now or not. You can learn about our products first. Come on, let me introduce our jewelry to you first. What kind of jewelry do you like to wear?
Comments: First of all, follow the wishes of customers, ease the psychological pressure of customers with a relaxed tone, and briefly introduce the characteristics of jewelry. Then when the conversation turns, guide customers to answer questions by asking questions. As long as the customer is willing to answer our questions, the clerk can ask in-depth questions and let the sales process move forward smoothly.
②: Shopping guide: It doesn't matter, you should read more when shopping! But miss, I really want to introduce our latest model to you? Woman flower? A series of products in our store sell well these days. You can look at them first. Come, this way, please.
Comments: First of all, we should agree with the customer's meaning and ease the psychological pressure of the customer with a relaxed tone. Then, at a turn, guide customers to understand a product with sincere and excited tone, and guide customers to follow you with powerful gestures by the way. As long as the customer is willing to learn about the product with you, the shopping guide can ask in-depth questions to understand the other needs of the customer and make the sales successful.
Summary: Shopping guide is not to guide the purchase, but to actively guide the customers in the direction of purchase.
Customers like it very much, but what if people in the same industry don't buy it? The customer thought it was good to wear, but asked the advice of his peers and said, I think it's average. Let's look elsewhere. ?
[Wrong response 1] No, I think it's fine.
[Mistake 2] This is our main item this season.
[Error Response 3] This is very distinctive. How can it not look good?
No matter what others say, what do you think?
Analysis:? No, I think it's great, okay? And then what? This is very distinctive. How can it not look good? The simple and unconvincing statement is purely the wrong response of the clerk to find a fight, which is easy to cause confrontation between the clerk and his companions and is not conducive to creating a good sales atmosphere. ? This is our main product this season? So the bull's head is not right. ? No matter what others say, what do you think? It is easy to arouse the antipathy of peers, customers must be on the side of peers, and the sales process will definitely end.
Correct template practice
1 shopping guide: this gentleman, you not only have unique views on jewelry styles, but also are very attentive to your friends. It's nice to bring a friend like you to buy jewelry! What other aspects do you think are not suitable? We can exchange views and then help your friend choose the one that really suits her, ok?
Comments: First, praise the buyer sincerely and skillfully, and then ask him for advice on buying jewelry. As long as the accompanying buyer is willing to give his opinion, it means that we have won his support and the probability of successful sales will be greatly improved.
2. Shopping guide: (to customers) Your friend is very expert and careful in buying jewelry. No wonder you brought him to buy jewelry! (To the accompanying buyer) Excuse me, sir, do you think there is anything you don't know? You can tell me, so that we can give advice to your friend together and help her find a set of jewelry that is more suitable for her, ok?
Comments: First, praise the professionalism and carefulness of the accompanying buyer indirectly to the customer, and then ask the accompanying buyer's opinion and ask him to be his own consultant. As long as he gives advice, the sales process can continue.
Summary: Accompanying buyers can be enemies or friends.
Although the customer accepted our suggestion, he left without buying it? [Wrong response 1] This is really suitable for you, and there is nothing to discuss!
[Error Response 2] It really fits, so don't think about it.
[Error Response 3] (speechless, start collecting things)
[Error Response 4] Well, welcome to discuss and come again.
Analysis:? This really suits you. What else can we discuss? It gives people a feeling of being too strong, which easily leads to the rejection of customers. After all, it is normal for customers to spend so much money on things and discuss with their husbands. ? It really fits, so you don't have to think about it? Far-fetched, empty confession, unconvincing Moreover, it is too negative to collect clothes without words, and there is no effort to win the business of customers. Okay, then. Welcome back after the discussion? It gives people the feeling that they have not made any efforts, and there is also a feeling of expelling customers, because when the sentence of shopping guide is exported, customers have to leave the store along the steps in order to avoid the embarrassment of staying where they are.
Correct template practice
1: shopping guide: yes, I can understand your idea. After all, it costs thousands of dollars to buy a good piece of jewelry. You must discuss it with your husband so that you won't regret it. Is this good? Please sit down for a while, and I'll introduce you to more models. You can see more and compare more, so that you can consider it more comprehensively.
Comments: First of all, we agree with the rationality of the customer's statement and strive for the psychological support of customers. Then introduce other products to customers for this reason, with the purpose of prolonging the stay time of customers, understanding the real situation of customers and laying the foundation for building mutual trust.
②: Shopping guide: Miss, both the style and the material of this jewelry are in line with your temperament/skin, and I want to feel that you like it. But you said you wanted to reconsider. Of course, I can understand your idea, but I'm afraid my explanation is not in place, so I want to ask your opinion. What is your main consideration now? (Smiling at the customer, pausing to guide the other person to express his concern) Miss, are there any other reasons to stop you from making a decision now? (After guiding the other party to express all concerns and deal with them selectively, you should immediately guide the customer to make a deal)
3. shopping guide: miss, have I explained this question you care about clearly? As long as the customer makes it clear, nods or is silent, he immediately recommends buying. ) Well, will you pay in cash or by credit card? (If the customer still says that he wants to discuss or consider it with his husband, then lead to the next step. )
4. Shopping guide: Miss, I can understand if you really want to think about it. But I want to tell you that this set of jewelry is very suitable for your situation, and it is also very cost-effective to buy now. Look at its style, material and workmanship. Now there is only one set of jewelry. It's a pity if it's not on you. How's this? I'll keep it for you now. I really hope you don't miss this set of jewelry, because it really suits you!
Comments: First, guide the customer to tell the real reason for his refusal in a slightly stressful way, and then immediately guide the customer to make a deal after handling the customer's refusal point. Finally, if customers really want to go out for comparison, they should take a step back, but they must pave the way for customers to turn back.
Conclusion: Moderate pressure can improve the store performance by 70%, and repeat customers will make purchases.
We suggested that the customer try it on, but the customer didn't want to. What shall we do [error response 1] You can feel it if you like.
[Error Response 2] This is our new product, and its biggest advantage is that
[Error Response 3] This is also good, you can have a look.
Analysis:? Can you feel it if you like? This is our latest development. Its greatest advantage is that these two sentences have almost become commonplace in retail sales in China. Some shopping guides greet customers so loudly as soon as they see them enter the store or start to touch the goods, which makes their ears cocoon. ? That's not bad either. Can you have a look? The problem with this sentence is that the shopping guide lacks professional knowledge and does not recommend suitable styles to customers, but only says what customers see. This? Yes, it will lead customers to distrust the recommendation of the shopping guide. It can be said that our shopping guide's own performance made customers not take the suggestion of trying on seriously.
Correct template practice
Guide: Miss, I really admire your eyes. This is our new model and it sells well! I think your handbag/clothes, together with our jewelry, will have a good effect. Miss, I can't just say it looks good. Come on, you can try it on first and see the effect.
②: Shopping guide: (If the other party still doesn't move) Miss, wearing jewelry on your body and putting it on the counter do have different effects. Just like clothes, you can't see its effect without wearing them. Miss, it really doesn't matter whether you buy it or not. Please come this way with me.
Comments: How to guide customers to become interested in jewelry is a puzzling problem for many salespeople. This language template first affirms the customer's vision, then hints at the customer's experience with a professional and confident kiss, and firmly guides him to feel that he doesn't understand with his own body. When the customer refused the experience, he did not give up, but continued to confidently provide the other party with reasons for the experience, and then guided the experience again. The whole process is natural and smooth, making customers embarrassed to refuse.
Guide: Miss, you really have a good eye. This kind of jewelry is our latest style and sells well! Come on, let me introduce you. This jewelry is made of materials and art, and is deeply loved by everyone by introducing technology and functions. Of course, I said yes is not enough. You wear the jewelry yourself, and what you think is the most important thing. Come on, miss, feel this jewelry yourself (directly guide the customer experience).
4. shopping guide: (if the customer is not very cooperative) miss, I find that you are not very interested in this jewelry. In fact, it really doesn't matter whether I buy it today, but I really want to serve you well. Excuse me, is there something wrong with my introduction just now, or do you not like this style at all? Can you tell me? Thank you! (If customers say they don't like this style, they will enter the stage of asking and recommending. )
Comments: Agree with customers' first choice and create a hot-selling atmosphere in an excited tone, then quickly guide customers to personally check the advantages of goods, and sincerely ask customers and solicit their opinions when encountering resistance, so as to prepare for re-recommendation.
Conclusion: No matter whether customers buy it or not, they should try it.
What if the customer chooses jewelry to send to his family, but says it's up to his family to decide next time? [Error response 1] Don't wait, if you don't buy now, you will lose money.
[Error 2] You can get a discount now.
Analysis:? Don't wait, if you don't buy it now, you won't have it? Without providing obvious factual basis, customers may think that the shopping guide deliberately exerts false pressure. Once customers feel that the shopping guide is playing tricks, no matter what the shopping guide says, they will be absent-minded ? Can I get a discount now? It seems that customers buy things just to be cheap. ? Then, why don't you bring your husband/boyfriend/wife/girlfriend? Just entering the customer channel gives customers a step to leave and naturally drives them out of the store, but it greatly reduces the sales performance of the store.
Correct template practice
1: shopping guide: miss, you are so careful! In fact, as you said just now, this jewelry is more in line with your expectations in style and meaning. I want to know what is the main problem that makes it difficult for you to make a decision now?
Comments: Praise the customer first, then directly ask the reason why the customer hesitates, and solve it in a targeted way.
②: Shopping guide: Actually, this is not a simple product. Your husband/boyfriend/wife/girlfriend is too late to move, don't you think? In addition, if he is really dissatisfied with something, as long as it does not affect the resale, we specially allow you to bring it back for a new style within three days. Do you think this is okay?
Comments: dispel customers' doubts about buying and guide customers to enjoy the fun after buying.
Summary: Excellent shopping guides often impress customers with stories.
What if the upcoming sales are rejected by other customers? [Error response 1] What's the problem?
[Wrong response 2] Don't talk nonsense unless you buy something.
[Error Response 3] Don't listen to his nonsense.
[Error Response 4] Please don't say that, okay?
Correct template practice
Guide: Thank you for your advice, Miss. What style do you want to see? (Deal with the wandering customers quickly and then turn your eyes back to the customers) For example, Miss Zhang, only you know how comfortable shoes are on your feet, don't you think? Miss Zhang, I have been in this industry for five years, and I really want to serve you well. I think this jewelry really suits you. what do you think?
2. Shopping guide: (smiling at the rogue) Thank you, Miss. Excuse me, what do you want to see today? (Quickly handle and stall the wandering customers and smile at them) Miss, we can't make everyone like ourselves in life, can we? Actually, shopping is the same. Miss, I have been in this industry for five years, and I can tell you responsibly that this product completely meets your needs and really suits you. Look (explain the advantages of the product)
3. Shopping guide: (smiling at the rogue) Thank you for your advice, Miss. In fact, everyone will have a different understanding of their jewelry collocation, don't you think? Excuse me, miss, what do you want to see today? (Smile at the customer after dealing with the rogue quickly)
Summary: Intelligent terminal salespeople are good at choosing and giving up, weakening and transferring.
What should the customer do after listening to the introduction of the shopping guide without saying anything? [Error response 1] Easy, don't send!
[Error Response 2] This is very good.
[Error Response 3] Please wait a moment, sir. We can look at others.
[Error Response 4] It can be cheaper if you really want it.
[Wrong response 5] Do you have the sincerity to buy and watch?
Correct template practice
Shopping guide: Madam, please don't go yet, ok? Ma 'am, don't you like our jewelry, or is my service not up to standard? You can tell me, and I can improve immediately. Really, I really want to serve you well. What kind of jewelry are you really looking for?
②: Shopping guide: Miss, please stay. I'm really sorry, miss. I must have missed the introduction just now, so you are not interested in reading any more. But I really want to help you find a product that suits you best, so could you please tell me your real needs and I'll help you find a product that suits you? Thank you, miss! Excuse me (re-understanding customer demand intention)
Comments: The shopping guide first looks for reasons from himself, obtains the understanding of customers, and then re-understands the needs of customers and makes recommendations!
Guide: Madam, could you wait a moment? It really doesn't matter whether you buy something or not. Well, I just want to ask you a favor. I just started making this brand. Please tell us what you are not satisfied with so that I can improve my work. Thank you very much. Excuse me.
Comments: Shopping guides should learn to take the initiative to lower their posture, which will invisibly raise the attitude of customers, make customers feel respected, and thus make customers more cooperative.
Summary: manage your emotions well, and you can't change your service attitude 360 degrees just because customers don't buy it after hard introduction. At this time, we still have to be patient to find customers to complain. Even if there is no deal at present, is it for the later stage? Repeat customers? Lay a good foundation.