How to write a model essay on sales analysis of salespeople? As long as it is a physical store, sales staff are needed. The main responsibility of sales staff is to receive customers who come to buy or are interested in buying. A good management system is very important for a store to develop. The following is how to write a model essay for the sales analysis of sales staff.
How to write 1 1 for the sales analysis of salespeople, so as to welcome customers with a good mental state.
Compared with other commodities, there are fewer people selling jewelry, and jewelry salesmen are often bored. If it is a specialty store, it should give a good environment and atmosphere to the sales staff, such as playing some light music and some professional magazines. There is no need to stand upright for a long time without customers entering the store. When the customer enters or is ready to enter the store, stand up politely and greet the customer with a smile. They can also give some greetings, such as "hello"! "Welcome". If it is a comprehensive shopping mall, the clerk should always be ready to receive customers. When customers enter the jewelry technology department, they should take measures to attract customers' attention to your counter as much as possible, such as observing diamonds with a magnifying glass and taking out a product to try on. This may make customers interested in your counter, but it is actually a small advertisement.
2. Receive customers in time
When the customer walks to your counter, you should smile at the customer and say hello to him, but don't approach the customer too early. You should create a relaxed shopping environment for customers as much as possible. When a customer stops at a counter and pays attention to an ornament, you should approach the customer softly. I suggest you don't stand in front of customers. A good position is in front of customers. This will not only reduce the pressure that may be caused when you face to face, but also make it easier for customers to talk, because talking with a side face is much more labor-saving than when you face to face, and it also respects customers. In addition, the salesperson can persuade the customer to try it on, which requires giving the customer a message that it is difficult to choose the right jewelry without wearing it, and at the same time dispelling the customer's worries. If you don't buy it after trying it on, you may be supercilious, so that you can take out the jewelry without any worries.
3, fully display jewelry
Because most customers lack jewelry knowledge, it is very important for salespeople to show jewelry. Many salespeople mechanically open the counter when a customer asks for a piece of jewelry, and then give it to the customer to praise the style separately. In fact, when you start to take out diamond jewelry, you should first describe the diamond cutting. You should keep swinging the diamond jewelry with your hands and move your mouth manually, so that customers may imitate your actions to observe the diamond and ask what is "Belgian cutting" and "fire". When customers choose eye-catching styles, the clerk should recommend two kinds of jewelry with great contrast, and customers should choose long-term observation and re-describe the styles represented by the two styles. In this way, it is easy to lock and narrow the style and scope of customer choice.
4. Take the opportunity of customers' questions to introduce jewelry knowledge as much as possible.
The more customers know about jewelry, the more satisfied they will be after buying it. When a lady wears a newly bought diamond ring to work, she always wants to attract the attention of her colleagues. When others see this diamond ring, she will talk about her understanding of diamonds and fully enjoy the spirit of owning a diamond. At the same time, she is advertising for you. As the saying goes; "Satisfied customers are the best advertisements", "The most influential advertisements are the people around you". However, if you explain jewelry knowledge whether customers want to listen or not, it will also attract customers' boredom. Therefore, timing is very important, seize the opportunity in the whole process of sales, especially when customers question it.
5. Guide consumers out of the purchase misunderstanding, foster strengths and avoid weaknesses, and skillfully explain the quality of diamonds.
Due to the misleading of some marketing units, many consumers demand that the origin of diamonds is South Africa and the purity is VVS, which is very good. When encountering such a problem, the salesperson can neither simply say no nor irresponsibly say yes. For example, when a customer asks if there are any South African diamonds, we can say yes first (otherwise the customer may turn around and leave), and then tell the consumer that the quality of diamonds is actually measured by 4C standard. South Africa produces a lot, not all diamonds are good, and most diamonds in the world are mixed by De Beers. Let's say our diamonds come from De Beers. As for the grade of diamonds, salespeople should first take the initiative when obtaining certificates for customers, that is, look at them before handing them over to customers, and make an affirmation of diamonds according to the grade. This is like introducing people, assuming that cleanliness is the figure and whiteness is the appearance, and combining the principles and conditions of diamond grading and price comparison to convince customers.
6. Promote transactions
Because the value of jewelry is relatively high, it is not a small expense for customers. Therefore, before the final transaction, they are often stressed, depressed, indecisive, or even temporarily placed, saying "look again" may never come back. This requires salespeople to take distracting methods to reduce the pressure on customers, such as talking about jewelry fashion to colleagues or customers' peers, and taking out several grades of jewelry boxes for customers to choose from.
7. After-sales service
When the customer decides to buy and pay, the clerk's work is not over. First of all, you need to fill in the details of wearing and maintenance knowledge after sale, and at the same time spread some new jewelry knowledge, such as: "If you don't wear this jewelry, please put it alone and don't pile it up with other jewelry." This immediately caught the customer's attention: "Why?" "This is because diamonds are very hard, 140 times harder than rubies and sapphires, and 1000 times harder than crystals (this may be another topic in her office). If they are piled together, other gems will be damaged. " ..... Finally, it's better to replace the usual "welcome next time" with some words of blessing, such as "May this diamond bring you a bright future" and "May this diamond bring you a happy life". And the word "love" should be integrated into sales.
8. Summarize the sales process and experience
Analyze and classify customers and reflect special problems in time. Communicate with colleagues, find shortcomings, help each other and improve together.
Finally, I would like to talk about professional ethics, that is, to be honest, and it is strictly forbidden to practice fraud, confuse the fake with the real, and shoddy the bad behavior. To treat customers as relatives, only in this way can we treat customers sincerely. Secondly, peers should not engage in unfair competition and slander each other. Some salespeople pull business by belittling others, but they don't know that they are belittling themselves. First, you may be belittled by many colleagues, and second, you may be belittled by customers. Therefore, honesty is beneficial to others and more beneficial to yourself.
How to write the sales analysis of sales staff? First, take customer satisfaction as the primary responsibility, establish a good mental outlook, and achieve "high" service standards.
It is easy to serve one guest well, but difficult to serve different customers well. How to serve every customer with a good attitude? The girls in the business hall said with one voice: spirit. They often say that only by taking customer satisfaction as the primary responsibility and establishing a good mental outlook can their high standard service be reflected.
First, strengthen hardware construction and enhance the external image of the business hall. In terms of hardware, in strict accordance with the requirements of the documents issued by provincial and municipal companies on the level management of the business hall, the doors, signs and image walls of the business hall were uniformly deployed and arranged, making the facilities configuration of the business hall more standardized and standard; The allocation of publicity carrier in the business hall is also in strict accordance with the requirements of provincial and municipal companies, and the functional positioning, design and production standards, related publicity content and publicity focus of the publicity carrier are standardized and scientifically arranged; At the same time, in order to meet the different needs of different customers, the business hall has an overall gift display cabinet, a business acceptance area, a self-service area and other areas according to its own business characteristics, and has set up a VIP customer room and a new business experience area, making a beautiful regional sign; Telephone, television, drinking fountains, newspapers and periodicals, medical supplies, reading glasses and other public facilities. It is also available in the business hall. Humanized service has narrowed the distance with customers and greatly enhanced the external image of the business hall.
It is our duty to serve you, and your satisfaction is my greatest honor. With more and more customers, information desk, suggestion book and online business hall have been established in the business hall, equipped with automatic list printer, self-service number selection machine, self-service payment machine, mobile phone gas station, new business experience machine, self-service number calling system and other equipment, and customer service hotline has been opened, which has solved the hot and difficult problems such as difficult inquiry, payment and number selection. Let customers truly feel the service concept of "communication starts from the heart" in the business hall of Chang 'an West Road of xxx Branch.
The second is to pay close attention to software management and shape the internal quality of the business hall. In software, we should start with improving our ideological understanding. They are soberly aware that in xxx, a fertile land with active economy, the business hall has always maintained a strong development momentum, beating other competitors with first-class service grades and first-class service levels. Use spare time to organize the study of books such as "Telecommunication Business Service Standard" and "Civic Ethics Outline" to effectively improve ideological understanding and have strong corporate concepts and values, thus improving the ideological understanding and understanding level of all employees; Organize a comparative study of services with competitors to enhance employees' awareness of market crisis; Strictly follow the service behavior and process norms in the service process, sincerely receive every customer and accept customer supervision. On-site customer satisfaction rate has been above 99.6%. At the same time, in the outbound return visit of the municipal company, the customer service satisfaction of the business hall is among the best in the city.
The third is to pay close attention to business practice and improve the professional quality of employees. The improvement of consciousness is the driving force of action. They realize that personal quality is related to the mental state of the company and the image of the business hall. For this reason, the service standard of business hall is formulated, which lays a solid foundation in five aspects: service affinity, on-site management standard, business processing ability, active marketing ability and business safety. In order to strengthen the service work, 24 employees of the whole class insist on holding a pre-shift report meeting and a post-shift summary analysis meeting every day to discuss the problems existing in the work, work skills, service awareness, marketing awareness and other matters, sum up the shortcomings in the work and good work habits, and foster strengths and avoid weaknesses. At the same time, weekly business knowledge test, monthly self-organized departmental test, quarterly business acrobatic competition, and regular five-stroke typing competition and business operation competition in combination with business characteristics, so as to encourage employees to master excellent business skills. With strict training, good style, excellent skills and excellent results, the business hall has trained more than 20 outstanding talents, outstanding employees and outstanding work activists, 6 mature business account managers, 3 business hall managers and 4 business team leaders for the branch for many years.
The fourth is to take satisfaction as the standard and do a good job of service with "differentiation". In order to meet users' needs, they think what users think and are anxious, regard users' affairs as their own business, regard customer satisfaction as their primary responsibility, and regard user satisfaction as the standard of good or bad work. Every employee in this business hall has his own way of serving different customers for young, medium and old customers, which they call differentiated service. They also summarized the service process of "one look, two questions and three introductions", that is, judging the type by observing words and feelings, prescribing the right medicine, asking in detail to understand the needs, introducing the recommended business in detail, and finally handling it as required.
Second, take customer satisfaction as the primary information, deepen the management system, and make the service style "good".
In order to occupy a dominant position in the increasingly fierce market competition, in view of the current fashion trends and consumer psychology, the business hall has constantly put pressure on itself, and formulated the responsibility system of first inquiry, the performance appraisal system of salespersons, the on-site management system of the business hall, and the scoring system of star-rated salespersons to promote the benign development of work style.
The first is the first question responsibility system. Over the years, keeping up with the pace of the market, on the basis of unifying the first inquiry responsibility system, they have promulgated the on-site management system and business handling norms of the business hall, and made detailed provisions on window work responsibilities, business acceptance, business consultation and user complaints. Publicize everyone's name, photo and job number. In terms of supervision, customer monitors and suggestion boxes are set up so that every customer can evaluate the service of sales staff openly, fairly and justly; At the same time, it is publicly promised that the completion time is lower than the national and superior regulations, simple complaints are handled immediately, and general complaints are handled on the same day. The service time limit promotes the implementation of the first question responsibility system, and the first question system promotes the development of good work style.
The second is the performance appraisal system for sales staff. In order to make the management of the business hall more orderly and reasonable, and standardize the service style of employees, they have formulated scientific and fair management rules and regulations such as service marketing performance appraisal, post performance appraisal, marketing score ranking appraisal, team comprehensive evaluation (including self-inspection of service quality and work quality, labor discipline, safety production appraisal, etc.). ). Business ability and marketing ability are rewarded and punished in strict accordance with the top three and the last three standards in the city; The comprehensive evaluation of teams and groups is based on four aspects: labor records and safety production assessment, service quality assessment, work quality self-examination and key business competitions, which effectively regulates work behavior and service style.
The third is the star-rated salesperson scoring system. According to the star standards of provincial and municipal companies, the scoring standards of star-rated salespersons were formulated and the selection of "star-rated salespersons" was widely carried out. Through the comparison of business and competition results, create a good atmosphere for you to catch up with each other; Through the evaluation of customers and employees, choose the best first and stimulate the enthusiasm of employees; Standardize the excellent service style of the business hall through the appearance and publicity of service stars. The inherent requirements of high standards enable the business hall to achieve a double harvest of economic and social benefits.
Third, customer satisfaction is the primary measure, and "cleverness", "Excellence" and "innovation" are the "strengths" of service level.
The growing demand of society and consumers for the service industry, as well as a large number of new businesses, new terms and new requirements brought by the 3G era, have brought severe challenges to the service of the business hall. The business hall keeps learning business knowledge through various channels, improving the comprehensive quality of sales staff, and the service level is constantly developing towards "strong".
The first is to promote the improvement of service level with "cleverness". They emphasize smile service and observe and remind each other through "smile observation" among colleagues; In the actual service, they are proud of being able to call out the surnames of customers who come to handle business, emphasizing that everyone should do the five-tone service of "greeting, answering questions, thanking customers for their cooperation, causing inconvenience to customers and sending them away"; In the service, we should affirm the customer's words more, use less negative sentences instead of "you are wrong", and use sentences such as "yes, but"; Please go to the reception room to help unruly users. Besides, in rainy days, umbrellas can be used by customers. ...
The second is to achieve "zero" development with "Excellence". The service pursues "zero distance", and measures such as filling-free service, one-stop service and on-duty guidance service are introduced in the lobby to narrow the distance with customers with quality service. Provide customers with face-to-face "zero distance" service.