Three points to establish a good relationship with customers:
Smile: (The smile of the service staff can build a good impression between people. It is often said that the best cosmetic in the world is a smile. As the old saying goes, people who raise their hands don't smile, so smiling is one of the signs of human charm. )
Sweet mouth: a person who can praise others is the easiest to establish a good impression between people. Everyone needs praise. Praise can make people feel confident and happy, comfortable, full of sense of accomplishment and satisfaction. )
Waist softness: it is a manifestation of service etiquette. Appropriately nodding 15 degrees and bowing to help others (such as lifting things) are all good impressions for supervisors. Good manners can change people's good feelings towards people.
Three criteria for smiling:
It's called a three-point smile, a seven-point smile and a very big smile.
Three standards of sweetness:
Establish words of goodwill
Smile+Praise+Language Combination
Saw a stranger-San Xiao.
Words: "Hello! Welcome! "
"hello! What can I do for you? "
"You give people a good feeling!"
Seeing regular customers-seven points of laughter
Speech: "Long time no see, I really miss you!"
"You are getting more and more beautiful!"
"The clothes you are wearing today really suit you, and you look good!"
"You are getting thinner and thinner!"
"Your face is getting better and better!"
Seeing an old guest-laughing very much.
Speech: "I haven't seen you for a few days, and we haven't seen you, so much less happiness!" " "
"I knew you would come today, or I would be inexplicably happy when I got up in the morning!"
"Look, as soon as you came in, our lights dimmed."
"Look, you're here, and the business in our store has suddenly increased, and everyone is attracted by your beauty."
Compliment skills:
Praise is appropriate and feel sincere.
A woman with children-praise her children.
A man with long hair-praise his personality and artistic temperament
Old people-blessed
Fat people-rich countries
Praise for people
Speech: "You are very meaningful and can learn a lot."
"You are so cool, like a singer."
"You are so gentle and considerate, so feminine!"
"Although you are not very talkative, your temperament makes us envy."
Praise the body
Words: "Your skin is rosy and you look so comfortable!"
"Your eyes are watery and your eyelashes are flashing, so charming!"
"Your figure looks like a standard model!"
"It's very kind of you. I have never heard that you are ill. "
"Your figure is really good. How did you do it? "
Praise psychology
Speech: "Your enthusiasm is really high, full of passion!"
"Your heart is really kind, and your cultivation is really different!"
"You have a good temper and good self-restraint!"
"You are so approachable!"
Praise the spiritual level
Speech: "You are under so much pressure, and you are doing so well. Really successful! " "
"Your perseverance is really beyond the reach of ordinary people!"
"You are so persistent in your career, no wonder you are so successful!"
Praise for physiology
Speech: "The way you adjust your body is really unique!"
"Where did you learn the knowledge? You know so much! "
Praise for feelings
Words: "You are so kind to your wife!"
"You are so kind to your husband, and he is really happy to marry you!"
"You and your husband really match, we are so envious!"
"Your husband is so kind to you! You are so happy! "
Respectable praise
Speech: "You are a very prestigious person. I have heard a lot about you! "
"You are really Lei Feng!"
"I often see you in the newspaper and hear your friends mention you. I feel that everyone respects you! "
"If you have a cocoon on your hand, you will know that you must work hard and be an example for everyone to learn."
Kua skin+hairstyle.
Speech: "Your skin looks beautiful, and your figure is simply a devil's figure!" " "
"Your hair is so soft, just like your character!"
"Your hair can be advertised!"
Praise this face
Speech: "I like your single eyelid very much." It looks so charming! " "
"Your face looks like the image of a rich man!"
"Your beard looks like an artist!"
"Your earlobe is so big that you are a blessed person at first glance!"
Compliment clothes
Speech: "This tie suits you very well! You look good in a suit! "
"This dress looks good on you!"
"Wearing casual clothes really suits you and makes you feel so comfortable!"
"Your clothes are so red. I can feel your enthusiasm every time I see you!"
Praise for temperament
Words: "Your temperament is so elegant!"
"Your temperament feels extraordinary!"
"You are a man of great taste. Enjoy it when you feel good! "
"You are an artist!"
Commend this action
Speech: "The way you smoke, you look really stylish!"
"You walk like a fashion model!"
"You walk like a soldier!"
"You walk so smartly!"
"The way you walk is so elegant!"
Praise smile
Speech: "You have a big smile. See you in a good mood! " "
"Your laughter is really beautiful!"
"You smile so beautifully, so touching!"
"You laugh, your eyes are smiling, so comfortable!"
"Your smile is charming!"
Praise this feeling
Words: "You give people a kind feeling!"
"You feel like a star!"
"You feel so gentle and kind, just like seeing your sister!"
"You feel so romantic!"
"You feel like an innocent child!"
"I can't tell you the feeling you gave, but it's by no means an ordinary person!"
Methods and words to build a good impression
Receive strangers
When a stranger enters a hair salon, he is easily separated from the staff because he doesn't know much about products, technology and services. How to quickly eliminate strangeness and let customers quickly build trust with us, language communication is very important. Therefore, when talking with strangers, we try our best to use standard reception language, open the topic and establish harmonious communication between staff and customers.
Receptionist: "Is this your first visit to our store? Miss. "
"You are nearby, aren't you? Drop in today? "
"Do you think our environment here is ok?"
"If you can come to our store, it is the recognition of our store!"
Personal marketing advice
In a word: "I am not good at talking, but with your cooperation, I will definitely design a good hairstyle for you!" " "
B words: "trust your eyes, you can't go wrong in choosing us!" " "
Use numbers to express quality hints.
Speech: "Our store has been open for two years. Do you know how many guests we receive? More than 8,000 people, you can rest assured of our service! "
The figures suggest that a perm is good.
Speech: "customers in our nearby shopping malls and banks like to have their hair permed here." Do you know why? " (It's hot and blowing)
Build a good impression
Suggest that the stylist is very experienced.
Bottom line: "We have been barbers here for ten years, and * * * has received 10,000 guests. Don't worry."
B words: "Many stars can't find him to do hair. He has won many awards in international hairstyle competitions. He just came back from a university recently. "
Skillful words: it can make guests have certain recognition of the professional process of the hair salon, which is convenient for us to carry out the next work. Letting a stranger drop his guard is the first step to build trust between us and our guests. It takes a process for a stranger to go from strangeness to cognition and then to familiarity, so hair salon practitioners should not be eager for quick success and instant benefit, but should do the preliminary work step by step.
To enhance the feelings of old customers
It's not easy for a hair salon to develop a new customer, but it doesn't cost much to keep a regular customer. However, we tend to focus on customers and ignore the feelings of regular customers, which often makes regular customers feel that they are not valued, resulting in the loss of regular customers. For the reception of regular customers, we must use some words that are conducive to narrowing the distance and enhancing feelings.
Speech: "Long time no see, you haven't come for a long time, forget about us, we often mention you!" " "
"Beauty, you are so beautiful today!"
"It's nice to help you design your hairstyle last time. Have you ever counted how many turns you have made? "
Remembering the guest's name is also one of the ways to bring the customer closer. Calling guests by their first names gives them a sense of respect. Every time we express a word, we should let the guests feel our familiarity with each other from the tone and take care of them like friends.
Words: "You wear too little, pay more attention to your health and don't stay up late!" " "
In addition, proper use of body language to greet each other, pat each other on the shoulder, pull each other's hands, help guests save things, help guests sweep the dust, and help guests sit in chairs can all give special care to regular customers.
Speech: "Sister Li, this is the tea I brought from my hometown. I'll make you a cup to taste. This is the towel I specially prepared for you. "
Take care of and serve old customers, do every detail well, and enhance emotional communication with customers.
Guide customers to topics of interest.
Girls around the age of 20 talk about idol stars and arouse interest in conversation.
Speech: "Do you have a favorite star?"
"Who do you like best among the stars?"
"I like it too. What's his latest movie? Ok? "
About 28 years old, unmarried, talking about fashion brand perfume.
Speech: "Ruili magazine has a new skirt, which must be very suitable for you!"
"Armani has pushed new products recently!"
"I heard that a star also likes your perfume!"
"You really know something about perfume!"
"Your eye shadow is so beautiful. One day I will definitely ask my colleagues to make an appointment with you. "
Talking about family at the age of 38
Words: "You are so happy, you are so young, and your children have gone to college!" " "
"I hope I can have a happy family like you!"
Talking about jewelry at the age of 48
Words: "Oh, the necklace you are wearing today is so beautiful and special, which suits your temperament!" " "
"Oh, this ring must be from your husband. You are so happy! "
58-year-old talking about the elderly program
Words: "You are in such good health, you must exercise regularly!" " "
"You travel a lot, it must be fun!"
"How do you maintain it?"
"I watched Sunset Red on TV recently. Those old people are really unusual! "
Men talk about cell phone models, watches (fashion), cars and real estate.
Speech: "Brother, your business is doing so well, I'll invite you to dinner another day. Your career is developing so fast, I want to learn from you. "
Veterans chat (military life).
Chat with fellow villagers (hometown customs, diet).