First, dress according to the uniform. Salespeople, whether wearing uniforms or not, must keep their clothes neat, generous and decent, because this has an important impact on customers' shopping psychology. If a male shop assistant in a shopping mall shows his breasts, holds his sleeves tightly, wears a hat askew, and stands behind the counter with untidy clothes, it will make customers feel that the atmosphere in this store is not good, and shopping in this store will be unsafe, which will directly damage the corporate image.

Salespeople must pay attention to strict inspection, consciously abide by the dress code, and never make beautiful uniforms ugly. If the tie is half open, the hem of the shirt is not tucked up, or the neckline of the coat is wide open and the cuff of the coat is high, it will affect the shopping atmosphere. And low-end shopping malls, not necessarily uniform clothing, but also clean, beautiful and generous. Especially in summer, you can't wear vests, shorts and clothes with bare chest and bare back.

Especially high-end luxury goods, such as high-end furniture, jewelry, cars and other sales staff, dress and instrument requirements must be stricter to show a professional, dedicated and authoritative external image. For example, the salespeople of two jewelry companies and a store each wear their favorite clothes, one? Flowers? Ocean; The other is dressed neatly and uniformly, wearing white gloves. Which one do you prefer to go to?

Second, we should maintain a good mental outlook. Try to have a good rest before going to work, pay attention to your appearance, and don't look like it? Frost? For example. Male salespeople should be elegant and energetic, and female salespeople can wear light makeup, which is a kind of respect for themselves and others. You must concentrate on your work. You must never get together to chat, listen to music, read books, try out new products, or even go for a few laps outside the store. Male salespeople, in particular, are not allowed to smoke during business hours, talk to customers with cigarettes in their mouths, or even spray cigarettes on customers' faces. Female salespeople, even in their spare time, should not make up or dress up in front of the counter.

Third, we must persist in doing a good job in environmental sanitation. For individuals, first of all, we should do a good job in personal hygiene and make ourselves look clean and tidy. For the whole store or the shelves and counters in charge, it is necessary to scrub and clean them regularly. Don't be hygienic when doing business, otherwise it will make a lot of smoke and customers will think it is unpopular. If you have just finished or are doing cleaning work, you can hang a sign in the corresponding eye-catching position, such as? Watch out for slippery roads! /Watch out for the wet floor! ? And other warning signs, so that your business hall everywhere reflects the customer first business philosophy.

Still insist on doing it? Three? 、? Three times? . What is it? Customers arrive, smile and respect? And then what? Is there a voice of asking, answering and sending? .

First of all, warmly welcome guests, which requires salespeople to patronize their customers? Scope of responsibility? At the same time, you should let the customer feel your warm welcome to him, so that the customer can have a good impression on you and promote the success of the transaction between the two parties.

Take the initiative to greet guests and serve with a smile. After the customer enters the store, the salesperson should greet the customer with cordial eyes and welcome the customer. Always smile at customers, smiling to receive customers will make customers feel warm and produce? Feel at home? This feeling. Smile is the most beautiful language that touches people's hearts. It is impolite to face customers coldly with that kind of facial expression, which will make customers daunting and even give up the idea of buying things. Customers will never be willing to buy anything under this indifferent expression. Therefore, a salesperson who lacks a smile will definitely lack the presence of customers.

At this time, you should stand up properly. When serving, stand up straight, look at the direction of customers, and naturally hang your hands on your lower abdomen or put them behind your back. People at the counter should stand closer to the counter, but don't put your hands on the counter. Look straight ahead and give yourself a proper smile. Salespeople are not allowed to sit, lie, lean or lean, whether there are customers or not. These movements during the break are hard to leave a good impression on customers.

When a customer comes within one meter of your area, you should smile and say? Are you welcome? Or? Hello! Welcome to visit! ?

Next, treat customers warmly, which requires sales staff to be polite, enthusiastic, patient, decent and thoughtful in the whole process of receiving and serving customers, so that customers' shopping and your sales can achieve comfortable and pleasant results. Don't interfere too much when customers choose goods.

Don't use it to catch thieves? Look at customers with new eyes. That kind of strange eyes will disgust customers. Especially in supermarkets, we should pay more attention.

When you hand over the goods to the customers, use both hands and handle them with care. Remember to thank customers in case they take the initiative to help. Belt? Sharp? Articles, such as scissors, thorns, etc. , should be handed to the customer horizontally. Don't point your sharp head directly at the customer, so as not to hurt the other party.

We must also accurately answer all kinds of questions from customers. Answer enthusiastically, softly and specifically. Answer customers' questions, face customers and answer them in a civilized way. You can't bow your head and ignore it, you can't be vague and absent-minded, and you can do something else while answering. Answer politely and correctly. Don't bump into the customer. No matter how naive the customer's problem seems to the salesperson, even? Extra? Yes, you should answer politely, and you can't show disdain or even sarcasm. These behaviors will hurt customers' self-esteem.

Be sure to answer questions and never tire of asking them. Some customers will ask a question from time to time or ask a question repeatedly when choosing goods. Sometimes several customers will ask questions at the same time, leaving people wondering who to listen to. Salespeople should be patient, calm and give detailed answers. Moreover, it is necessary to trade fairly and seek truth from facts. Don't pretend to be genuine, shoddy and short of weight. Such behavior will hardly win you repeat customers.

When receiving multiple customers, don't judge people by their age, gender, clothes and appearance. No matter old people or children, same sex or opposite sex, even if they are plain-looking or dressed in general, they should be treated equally. Because they are all consumers and gods here, they may bring potential consumer groups. We must greet all the guests with a smile, one after another, two after another, and three after another. At this time, you can greet the third or even more customers with your expression, so that they don't feel left out. You should take the initiative to apologize when you have time to serve them. Like what? Sorry to have kept you waiting. ? Under no circumstances are salespeople allowed to quarrel with customers. In case of such incidents, shopping malls should take the initiative to take responsibility and don't let customers leave full of grievances.

Let's talk about warm Fujian, as the saying goes? Business is not a good thing? No matter whether the customer hasn't spent a penny for a long time, he still left happily with a full load. Do you have to tell me? Welcome to visit again? 、? Goodbye? Or? Will you take your time? .

We have mentioned many times that we must be enthusiastic and moderate. It must be emphasized again here. As we all know, when receiving customers, the enthusiasm of sales staff is better than no enthusiasm. Lack of enthusiasm for customer service, even cold words and harsh words will make customers shudder. However, if the enthusiasm is excessive, it will also make people suspicious and uncomfortable, which will directly affect the customer's desire to buy.

At work, you should be cheerful and look natural. Don't pull a long face, you look unlucky. When customers ask you about goods and services, smile appropriately, or exchange eyes with customers at reception. You can't live without customers, otherwise when customers are far away from you, salespeople will laugh at themselves or even look silly, which is likely to scare away customers.

In addition, some greetings must be used under certain circumstances to take effect. For example, if a customer is looking at cosmetics on the shelf, she may just look at it or compare it, and she doesn't want the help of the salesperson. Then a salesman stood up and said, What do you want? Why don't I show it to you? , may interrupt each other's thinking, and even lose the determination to buy. If the customer asks the clerk for help or gives you a look, then you can greet him warmly. As long as the customer doesn't contact you directly, you just need to pay a little attention to ensure that you are on call. Some salespeople don't stare at each other all the time, and even like to talk to colleagues about customers' hairstyles, clothes or tails, which will bring customers? Tracking? I still feel extremely uncomfortable and just want to leave at once.

Don't answer the phone when talking with customers, especially for personal calls. Even if you have to answer the phone, you have to solve it in a few words. Don't talk on the phone in front of customers, and don't have sex on the phone. The taste of waiting is really hard.

Remember to create one for the customer? Zero interference? The new shopping space requires both merchants and salespeople to actively strive to reduce the disturbance to customers in the shopping process to zero. Let customers walk freely, choose freely, buy comfortably and get spiritual enjoyment when shopping.

Attention should be paid to the following: First, try not to actively sell goods to customers without asking. Second, if it is not necessary, don't walk behind customers for a long time when they browse the goods. Third, in a certain sales area, the number of shopping guides cannot exceed the number of customers. When necessary, the redundant sales staff can be temporarily transferred. All these are beneficial for customers to relax naturally in the store and create the necessary environment for them to understand and buy goods.

Taboos for salespeople in shopping malls to receive customers

1. Taboos when talking to customers? Shut up?

The so-called "shut up" means saying nothing, thus allowing the conversation to continue in disguise, leading to bad consequences. In the process of talking with customers in Kan Kan, keeping silent all the time will be considered as not interested in what customers are talking about. The two sides had a good talk. If one party suddenly "stops", it will be understood as "protesting" against the other party or getting tired of the topic. Therefore, once the conversation is stopped unintentionally, the salesperson must find ways to introduce new topics as soon as possible, or shift old topics to stimulate the conversation mood of customers.

2. Taboo when talking with customers? Interrupt?

The so-called "interruption" means that you suddenly interrupt in the process of the customer's speech.

Under normal circumstances, salespeople should not interrupt the customer's speech and interrupt, which will usurp the role of the host and disrespect the customer. If you really want to express your disagreement with the customer, you also need to wait for the customer to finish.

If you want to supplement what the customer said, you must first get the customer's consent, explain "please allow me to add a little" first, and then "insert". However, the "interruption" time should not be too long or too many times, so as not to interrupt the customer's thinking. When you interrupt a customer in an emergency, you should say "I'm sorry" first.

3. Taboo when talking with customers? Dirty mouth?

The so-called "dirty mouth" is a language that is uncivilized and full of "dirty, chaotic and poor". Being a qualified salesperson is a no-no.

4. Taboo when talking with customers? Nozzle?

The so-called "glib tongue" means that you are glib and humorous. Humor is a noble education. In appropriate occasions, using humorous language can make people get rid of uncomfortable feelings and become relaxed and happy. In addition, it has multiple functions, such as aesthetic pleasure, critical satire and so on. However, humor also needs to distinguish between occasions and objects, and needs to take into account its own identity. If you "let him go" everywhere, you may be "degraded" to be glib, causing customers to resent it.

5. Taboo when talking with customers? Mouth?

The so-called "loquacious" means talking nonsense and joking everywhere. People who like to play "loquacious" always tease, make fun of and dig at customers. Not to say that there is nothing to find, the dialogue will pour out together; People who play "loquacious" are contemptible and annoying.

6. Taboo when talking with customers? Quarrel?

So-called? Quarrel? I just like to argue with others and argue irrationally. They think that "the truth is always in their own hands" and they are always right. A salesperson who loves to bicker, "If you don't fight for three points, you have to fight for three points." Such people are unpopular with customers.

7. Taboo when talking with customers? Knife edge?

The so-called "knife mouth" means that you are sharp-tongued and like to hurt people with ugly words. Every customer has his own privacy. When a customer intentionally avoids talking about this matter, as a salesperson, he should not "ask what's next". Everyone has his own shortcomings and is unwilling to show them to others, so don't "talk about which pot doesn't open" in conversation. As the saying goes, "a good word warms three winters, and a bad word hurts people in June." People who talk like knives make enemies everywhere and go to war from time to time, which violates the taboo of businessmen's "making money by virtue" and will eventually lead to adverse consequences because of their own shortcomings.