Finally, I said to that friend: Your customers were driven away by your shopping guide!
The friend said: How is it possible? My shopping guide service attitude is very good. When the customers came, they all shouted welcome.
If a good service attitude can make a good salesman, then my five-year-old niece can do it. Because when she sees every grandparents, she will say goodbye to them.
Are you like my friends, when choosing a shopping guide, first cultivate your service attitude and ignore the most important skill: mining customer needs!
1 Sales process of sales staff
When a customer entered the store, the clerk shouted in unison: Welcome! Customers start shopping. After a while, the customer asked, "How much is this dress?"
The clerk replied: the original price is 798 yuan, and the discount is 468 yuan.
The customer was silent. The clerk said that you can try it on if you like. This style is very popular. The customer was silent again, shook his head and left.
Then I left the clerk with a blank face, and so did my friend.
Why did this deal fail? Did the clerk say anything wrong? In fact, this is a big mistake.
Please remember the following sentence: don't try to sell any products without knowing the customer's needs.
It is the key to successful sales to tap customers' needs and clearly understand customers' purchase intentions!
In the case mentioned above, does the clerk know what the customer needs? Buy it for others or wear it yourself? Is it for an interview, a blind date or a random purchase? Do you like blue or black clothes?
The clerk knew nothing about it, but quoted the price and praised how good the product was. As everyone knows, this kind of empty boasting has just aroused customers' disgust! So I said: the customer was driven away by the salesman.
3 How to understand the needs of customers
Let's look at a story first:
An old lady goes to the market to buy food and fruit every day. One morning, she came to the vegetable market with a basket.
Meet the first vendor, the fruit seller, and ask: Do you want to buy some fruit? What fruit did the old lady say you had? The vendor said, I have plums, peaches, apples and bananas here. Which one do you want to buy? The old lady said I was going to buy plums.
The vendor quickly introduced me to this plum, which is red and sweet, big and delicious. The old lady looked at it carefully, and it really happened. But the old lady shook her head and left without buying it.
The old lady continued to wander around the vegetable market and met the second vendor. The vendor, like the first one, asked the old lady what fruit to buy. The old lady said to buy plums. The vendor then asked, I have many plums here, big ones, small ones, sour ones and sweet ones. What kind do you want?
The old lady said to buy sour plums, and the stall owner said that my pile of plums was particularly sour. Would you like to have a try? The old lady took a bite and it was really sour. Her mouth was full of sour water. The old lady can't stand it, but the more sour she is, the happier she is. She bought a catty of plums at once.
But the old lady didn't go home and continued to walk around the market. When I met the third vendor, I also asked the old lady what to buy. The old lady said to buy plums.
The stall owner then asked you what plums you wanted, and the old lady said sour plums. But he was curious, and then asked, why do you want to buy sour plums when everyone else buys sweet and big plums? (Mining requirements by asking in-depth questions).
The old lady said that my daughter-in-law was pregnant and wanted to eat sour food.
The vendor immediately said, old lady, you are so kind to your daughter-in-law! Daughter-in-law wants to eat sour food, which means that she wants to give birth to your grandson, so you can buy her sour plums every day, and maybe give you a big fat boy! The old lady was very happy to hear that.
The stall owner asked again, do you know what nutrition this pregnant woman needs most? (Stimulate customer demand).
The old lady doesn't know science, so she says she doesn't know. The stall owner said that in fact, pregnant women need vitamins most because she needs to supply vitamins to this fetus. Therefore, it is not enough to eat acid alone, but also to supplement vitamins.
He then asked, do you know what fruit contains the most vitamins? (Guiding customers to solve problems) The old lady doesn't know yet.
The stall owner said that kiwifruit is the most abundant in vitamins, so you should always buy kiwifruit for your daughter-in-law! In this case, you make sure that your daughter-in-law gives birth to a beautiful and healthy baby.
The old lady was so happy that she immediately bought a catty of kiwifruit. When the old lady was leaving, the stall owner said that I set up a stall here every day, and the fruits I bought every day were the freshest. I can give you a discount when you buy it from me next time. Since then, the old lady has bought fruit from him every day.
In this story, we can see that
The first peddler was eager to sell his products, and he didn't explore the needs of customers at all. He thought his products were numerous and complete, but he didn't sell anything.
The second supplier is smarter than the first supplier in two ways. First, his first question is better than that of the first manufacturer, which is the promotion.
The second is that when he was digging up the basic needs of customers, he did not recommend goods immediately, but further explored the needs of customers. When the customer's needs are clear, he will recommend the right products and naturally succeed.
The third supplier is a sales expert. His sales process is very professional. He first explores the deep-seated needs of customers, then stimulates their desire to solve their needs, and finally recommends products suitable for their needs.
5 6 steps to tap customer needs
The first step: explore the basic needs of customers;
Step 2: Dig the reasons behind the demand by asking in-depth questions;
The third step: stimulate the essential needs of customers;
Step 4: Guide customers to solve problems;
Step 5: Throw out the solution.
Step 6: Establish an emotional relationship with the customer after the transaction and maintain the trust of the customer.
After reading this case, do you feel that in the sales process, how to use words to tap the needs and purchase intentions behind customers?
When customers ask you, "How much is a product?" What's your answer? Just tell him the price? That's stupid behavior.
You should ask him again, "Why did you buy it? We have several kinds of products here, which have different uses. Continue to explore the internal needs of customers.
After he told you his needs, are you going to sell him anything now No, it's not.
Now you have to give him a whole solution. You have to tell him that to solve this demand, you need more complete things and a whole set of products, just like cooking a dish, a single monosodium glutamate is not enough.
This can increase the single purchase amount of customers, and at the same time, it can establish its own authoritative image.
When the customer completes the purchase, does it end with a thank you? No, it's not.
After the customer clinches a deal, he trusts you very much. At this point, tell him the selling point of your product, and he will be happy to accept it and leave a very deep impression!
6 Redesign and sell vocabulary
A customer and a friend came to the shop.
The clerk greeted him and said, beauty, you are so beautiful. You have good taste in clothes. I can tell at a glance that you will match clothes. (like)
The female customer smiled and said, well, thank you.
The clerk continued: look around. I don't think I need to recommend it. Your eyes will definitely pick out the clothes you are satisfied with in this shop. (affirmative)
Female customers began to search for clothes under the psychological hint of the clerk.
At this point, the shop assistant began to chat with her friends. Many times, the shop assistant often likes to follow the clothes buyer and let the potential customers who come with her hang out. )
"You know what? I used to go shopping with friends, but later I felt that buying clothes was a woman's enjoyment. " The clerk and his friend became closer. (Grasp the details)
"Are you? We often go shopping. "
"I can see at a glance that you two are sisters."
At this point, the customer picked out the clothes.
"Beauty, the grade of this dress is very high, and it is quite a clothing that embodies temperament. Your eyes lead the fashion trend! Try it first? "
The customer tried it on. Don't worry about praise and comments. Because there are enough praises ahead. Many shop assistants often praise at this time, but it causes others' disgust. )
"Ask your friend to help you see if it is suitable." Giving this power to her friends is just an illusion.
"Not bad." The accompanying customer said.
"I want to ask you where do you want to wear this suit?" At this time, it is the best time to deeply understand the needs of customers. Only by understanding the needs of customers can we
You can prepare for the next step of recommending clothes.
"Just for leisure, there is no occasion." The customer said.
"That this dress is quite suitable. Of course, it's best to go with those pants or this skirt. " At this point, the clerk began to recommend and reflect his major. (Total solution)
"Because this match is very suitable for your skin color, our store has a color matching expert to match the color of each suit." (reflecting professionalism)
"Well, I'll try a whole set."
"ok." The customer tried it on again.
"The effect is very good! Let the mirror tell you! " Guide her to the mirror and help her tidy her clothes at the same time.
"Not bad." Her companion said.
At this point, guide the transaction. (Export featured services and leave the customer database).
"How much is this set?"
"Clothes 388, skirt 188. I'll give you a 10% discount on the whole set. At the same time, give a VIP card in our store. "
The customer left contact information and got a VIP card. Deal!
Do you close the sale at this time? Don't!
"Our store has launched a good sister activity to give gifts to friends who come shopping with customers. Here, this gift is for your friend and the other is for you. "
Think of her companion as a potential customer of humanistic care. "Every suit in our shop is carefully selected. From every 100 clothes, the judges will only pick out the five most classic ones. After selection, it will be analyzed by color analysts and matched by top collocators, so that each set reflects the unique temperament of customers. Our aim is to make customers' temperament shine. " (Show unique selling points and values)
The customer smiled with satisfaction and left happily!
Clothing sales summary:
There is no perfect solution, and it is most important to look at the problem-solving ideas of retail experts through cases.