Types and psychology of customers. Casual customer
? Look around? The main feature of our customers is that the pace is not slow, shopping is just like walking, with eyes looking around and no special goal. You may just look at the products in the store, but you don't have much intention to buy them. At this time, the first thing the salesperson should do is to greet them politely and show that they are equally valued. Customers feel your kindness, so they have a good impression on the store. Even if they don't buy it now, they may come to buy it in the future. The important thing in doing business is long-term development.
Second, customers with professional vision.
Some customers are different from ordinary customers when choosing clothes. In addition to looking at the style, they will repeatedly feel the material of the clothes and pay attention to details, carefully look at the workmanship and stitches of the clothes, and look at the tag to study the composition of the clothes. This kind of customers belong to people with professional vision. If you meet an expert in daily sales, the salesperson will not be able to communicate with them by communicating with ordinary customers, which is to teach fish to swim.
Salespeople should first praise the professional knowledge of such customers and use some flattering words. Then, they should establish their professional image and tell him that you are more professional than him in this store, and you should introduce the products to him confidently and emotionally with more knowledge than him. Top sellers can count every product in the sales range, even the earrings of a pair of insignificant models.
Third, the reticent type.
Other customers were warmly greeted by sales staff and did not respond, and recommended clothes were rarely taken care of. This kind of customers are relatively indifferent, and many salespeople also complain that it is difficult to meet such customers. In fact, after mastering their psychology, they can also be close. Treat this kind of customers, let them have a look and browse first, and then ask softly when they show interest in a product. What size do you need? Can I find it for you and try it on you? So as to talk with customers, specifically understand his needs, be careful not to ramble and annoy people, just speak according to their wishes.
Fourth, indecisive.
The most common phenomenon in clothing stores is that some customers look at several clothes at the same time, but they don't want to give up any one they like. These customers often hesitate when deciding things in life, so the shopping mall makes them hesitate when choosing a dress. Sometimes they may even buy the same thing as other customers without knowing their own thoughts. As a salesperson, you should understand and help them make appropriate judgments, and give them some encouraging words, praising words and even some firm words at some time. Take this! ? Help them make decisions.
Five, indifference and arrogance
As soon as the other customers entered the door, they held their heads high and looked at everyone in the shop with cold faces. This is a cold and arrogant man. This kind of person doesn't like it in life, but as a salesperson, all the people who don't like it are guests. We should put aside our prejudices and serve them. These look as cold as ice, but they are actually easy to serve. Praise them and then communicate with them politely. The most important thing is to smile warmly at the right time and praise their taste and appreciation in a natural way.
Six, shy sleep iodine type
Some customers are shy and walk lightly when entering the store. When they look at strangers, they will blush and their eyes will dodge. Such customers are introverted, sensitive and unsociable, so salespeople must pay attention to their wording. Shopping guides' endless sales promotion will make them feel pressure, calm and patient, show affinity, praise them in a natural tone, and let them feel the warm shopping environment.
Psychological analysis of several types of customers 1, conformity psychology
The herd mentality in consumption is universal, which is determined by women's own special requirements. So-called? What do people say? 、? Follow your heart? , is the obvious performance of this kind of psychology.
For example, we heard it when we were young. The wolf is coming? The story of a man yelling? The wolf is coming? When the second person shouted? The wolf is coming? Then, the third and fourth people will shout. In fact, it is not known whether the wolf really came.
For another example, if someone looks up in the street, it will attract several people, dozens or even hundreds of people to watch, but no one knows what he is looking at! From a psychological point of view, what most people are willing to do must be right! Following became their conscious choice.
Driven by this herd mentality, women who love beauty are unwilling to lag behind and blindly imitate others, so eyebrow tattoo fever, weight loss fever, aromatic SPA and so on are on fire.
2. The vanity of comparison.
From the perspective of gender psychology, women's vanity is generally stronger than men's, especially the vanity of comparison, which often affects people's normal emotions and dampens their enthusiasm for work and life.
But from the vanity psychological characteristics of comparison, it is also a comparison psychology, that is, an upward desire, hoping to make yourself more beautiful, younger and more attractive through beauty.
3. The psychology of small farmers who love to take advantage.
Influenced by thousands of years of traditional feudal ideas and determined by some consumption concepts in their own personalities, it is difficult for most female customers in China to make some quick decisions in the aesthetic process? Make big money? Consumer behavior.
In view of the mentality of these people, shopping malls can make use of Christmas, New Year and Spring Festival. Bitch? Festivals? 3? 15? And other festivals, engage in some social welfare products promotion and charity sale activities. For example, a consumer card from 300 yuan is usually sent to 360 yuan, and a set of imported cosmetics 1200 yuan, at a discounted price of 680 yuan, etc. If the price is appropriately reduced, customers can benefit, shopping malls can be more crowded, and multi-dynamic and multi-grade passenger flow can be formed, which shows the maturity of market economy and the effective role of using price leverage to enliven supermarkets.
At the same time, we should see the small-scale peasant psychology of consumers. It mainly comes from the unity of opposites between the limited economic conditions and the unlimited demand, hoping to enjoy the best service at the most favorable price, or spend less money to consume more services. This is also the empathy of ordinary consumers.
4. Popular psychology of seeking novelty and difference.
Since ancient times, popular? It is a research topic that sociologists and psychologists generally pay attention to. If you look carefully? Popular? The relationship with people, its psychological state will be immediately shown as relief.
Popular curiosity psychology is a consumer psychology whose main purpose is to pursue novelty, strangeness, fashion and uniqueness of commodities and non-commodities. What is its core? Fashion? And then what? Prevailing? .
Customers with this kind of consumption psychology generally pay more attention to the comfort, scale and grade of shopping mall decoration, or the characteristics of products in terms of brand, quality, function, packaging, effect and service, and pursue comfort, economy and convenience.
They don't want to care about old and backward local brands, and their economic conditions are better. They are imaginative, eager for change, eager for beauty, quick to accept new things, and generally pay little attention to the value and price of goods. This kind of novelty-seeking and novelty-seeking consumer psychology mostly belongs to young women with better economic conditions and emotional (impulsive) consumers.
5, yearning for the comparison psychology of the upper class.
For example: beauty customers. These people have no social background and low education since childhood, and the party's reform policy has made them rich quickly. I started to patronize beauty salons. They are not people who do beauty or buy cosmetics because it is necessary, but are mostly driven by the comparison psychology of longing for the upper class and wanting to be a powerful wife.
For them, walking into a beauty salon is not necessarily just for consumption, but for interacting with people who have the ability to apply for gold and silver cards and enjoy high-end services. This is the customer we should catch, because they are the people who buy high-priced goods.
At the same time, they are very sensitive to the subtle changes of brand-name goods, which is also the general psychological state of these consumers.
The main purpose is to show their identity, status and prestige today. Some people with economic or social status are more common. What is the core of their motivation? Display name? And then what? Show off? .
In fact, this kind of person's psychology is very empty. The reason why she can spend high-grade money generously is precisely to make up for her psychological or emotional emptiness.
Because, beauticians must grasp this kind of people's comparison psychology, give them emotional care, and at the same time, consult them on high-end consumption in different places to improve their consumption level and quality.
6, the pursuit of spiritual satisfaction
In modern society, people not only want to pursue material comforts, but many people are spiritual? Satisfaction? We also attach great importance to it, so in the process of service, we must not ignore customers? Heart? About this problem. Many customers walk into the mall, really expecting the goods to bring her more than just? Use it yourself? The improvement after consumption brings spiritual carefree and psychological satisfaction. This is also the basic thing that promoters must give to consumers.
Like Japanese? Shiseido? And French? Lancome? They are all cosmetics with similar performance, and each set is worth several thousand yuan. So, what is the customer's choice? Shiseido? , or choose? Lancome? And then what? The biggest determinant should be the one mentioned above? Psychology? Factors.
As a set? Shiseido? List price 1000 yuan or more, what else? Lancome? Customers with a price tag of more than 3,000 yuan and a high consumption level often choose 3,000 yuan? Lancome? It seems that consumption at this price can find a balance between psychological self-worth and spiritual satisfaction.
7. The crisis psychology of youth has passed away.
Take female beauty as an example:
For women, 35-45 years old is a specific period of beauty-loving psychology. During this period, they are very concerned about the subtle changes in their appearance and form, and miss their lost youth very much. They often feel psychologically uneasy about their aging appearance, even sad and sad.
Especially when women of the same age, her husband's female classmates, colleagues and girlfriends are still young, or look younger than themselves, this sense of psychological crisis is even stronger, and even there is a feeling of low-paid work.
So, they went into the beauty salon for help, hoping to delay aging and shape with the help of modern beauty products and superb plastic surgery techniques and means? Second youth? Purpose.
This part of customers in the beauty consumption, the in the mind is generally more urgent. This can be felt from her manner, tone and expression. For example, a customer came to ask how to delay aging, and the beautician introduced her to a product. Lift, tighten, smooth? Eye wrinkle care products, and enthusiastically said:? This is a new French product that we have just launched. It's completely different from the products you used before. Has a magical effect on delaying aging? , don't believe you can have a try first?
This kind of psychological stimulation will definitely attract customers' attention. She'll say? Is it? Really have such a good effect? The expression on the customer's face may be disbelief or refutation. Some people will smile hopefully and whisper? Really? Great! ?
Everyone in life, especially women, no matter what job they are engaged in, there is always an emotional line running through their lives. This may be affection, friendship, love, or?
In short, the faster the pace of life, the more complicated the interpersonal relationship and the stronger the business atmosphere, the more people (especially those women who often walk into beauty salons) need emotional nourishment and spiritual comfort.
Unscramble customer purchase types and customer psychology;
This kind of customer, after we briefly introduce him, has a deal. This kind of customers are our favorite shopping guides. Needless to say, making a deal is easy. This kind of customers tend to be ordinary, and it is more convenient to buy clothes. Buying shoes also prefers to wear a good shape, and does not like the style of tying shoelaces; In life, when dealing with the problem of eating, eating is enough, and there are not many requirements for eating.
Species type
A specific type of customer is just the opposite of a general type of customer. This kind of person pays attention to the details when making decisions, and the questions raised are also extremely attention to details. Usually, such people are very careful and observant, and they will see details that others can't see for a long time, so when making a purchase decision, they will consider almost all the small details that can be considered or imagined.
This type of person is cautious, sometimes even picky, and may ask you many small details about this product that many shopping guides don't know how to answer. Such as price, fabric composition, yarn count, etc. Such people need more time to think and collect information before making a decision. Therefore, when communicating with such people, we should provide more information about the products. The finer the information, the more reassuring it is, and he can make a purchase decision as soon as possible. The figures are the most convincing.
In addition, such people buy other things in their lives, and they also like to read the instructions. They will read the instructions carefully before making a decision.
Customer psychology:
Customers pay more attention to details and are sensitive to numbers, so they like to read the information on the tag when they enter the door: first, look at the price; The second is to look at the fabric information on the tag (fabric composition and proportion and functional fabric introduction, etc.). ).
When we meet such customers, we pay more attention to details and digital descriptions when communicating with them.
The difference between ordinary people and specific people;
We know that ordinary people like the general direction, while some people pay attention to details. When we communicate with customers, we can ask: Sir/Madam, shall I give you a brief introduction or a detailed introduction? This is easy to distinguish from his answer.
Pursuit type
Pursuit-oriented customers are very concerned about what products can bring, that is, what the final result is. We talked about the pursuit of happiness and the escape from pain. This kind of customer is very concerned about the benefits and happiness that the purchased products can bring to him. Happiness refers to interests, benefits, advantages and so on.
In terms of language, such customers will directly tell others what I want when expressing.
Escape type
Avoidant people are just the opposite of pursuers. This type of person is good at avoiding pain. When shopping, most of their concerns are not the benefits and benefits of the products, but the troubles that can be avoided after buying the products? Relieve their pain or their worries.
When you meet this kind of customers, you should emphasize the key points, and what trouble and pain will it bring if you don't buy this product.
This kind of customer has a characteristic. When you ask him what he wants, he tells you what he doesn't want.
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