Because, what we need is professional sales experts.
There is a saying that is easier said than done: the customer is God. "God" is always right, so don't argue with God about right and wrong. Because you have offended a customer, you will lose a group of consumers. Therefore, our terminal sales staff must take this sentence as the premise of all work.
Principles of customer service:
Rule number one: the customer is always right.
Article 2: If you are wrong, please refer to Article 1!
There are many places for terminal sales: inside and outside shopping malls, store promotions ... and there are various forms: consultation, introduction, gift, discount ... and there is only one person we have to face, and that is your "God": customers, who are the people we have to face, understand and satisfy. In the process of commodity sales, we are inevitably sent to say hello. Although the whole process is a continuous event, we reasonably divide it into five steps, so as to grasp it flexibly:
The first step-welcome customers. By welcoming customers, talking with customers and establishing a harmonious atmosphere, a good start is conducive to further communication with customers.
Step 2-Understand the requirements. Ask customers questions, listen carefully to answers, and understand their real needs and preferences for products. Be sure to pay attention to details. Customers often reveal their preferences for a product intentionally or unintentionally in their answers, and they will ask questions they are interested in, remember! These aspects are exactly what customers know least and want to know most.
Step 3-Recommend products. By observing customers, find out products suitable for customers, explain to customers how products are beneficial to customers, how to meet their needs, give customers a trial or demonstration product, introduce the characteristics and benefits of products to customers, emphasize the benefits and effects of products, and repeatedly emphasize or give positive confirmation to places that customers are interested in or don't understand.
The fourth step-joint sales. Meet other needs of customers by introducing related products. This is a good opportunity for joint sales, which can get twice the result with half the effort.
The fifth step-seeing the guests off. Let customers buy products and express their gratitude, and finish what they started. Meet the needs of customers, so as to achieve the purpose of our sales.
Below, we will explain in detail the specific situation in the five steps:
1. Greeting customers In order to complete sales, salespeople should build a bridge of communication with customers. In the modern business society with tense rhythm, what people lack most is communication! Meeting customers is the first step to build this bridge. Every day, many customers approach the counter to browse. They are just looking around. These potential consumers are not sure what they need, and we don't know what they need, so we must talk to them, get relevant information, seize every possible introduction opportunity and take the initiative to greet customers.
Remember! Smile! A sincere smile is your magic weapon to win customers. Greeting customers, that is, talking to customers, the positive and friendly attitude of terminal sales staff is very important for starting a successful conversation and sales. Similarly, a good start also needs a well-set question.
Example 1: Usually, the salesperson will ask the browsing customer, "What do you need?"
Analysis: This is a routine professional tone! Be sure to avoid! In most cases, customers will immediately shake their heads sensitively or keep silent and continue to bow their heads. Few customers will tell you directly what he needs unless he already knows exactly what he needs.
Example 2. Salesperson: "Do you need someone?"
Analysis: This kind of nonsense is not allowed in our sales process. This kind of question may surprise an casual customer. He may buy it, but he hasn't made up his mind yet. Of course, this question is difficult to answer. He may not want to buy it, just looking at it will make the customer leave immediately if he can't answer it. If you don't talk, you will scare away customers. How can you introduce products to customers? In the above two examples, the salesperson has not talked to the customer and understood the customer's needs, so let the customer answer yes or no and leave. Why is this happening? There is a simple reason. As soon as the salesperson opens his mouth, let the customer answer a difficult question. This is undoubtedly a problem for customers. No wonder the attitude of customers is so negative, and no wonder this problem scares away more than half of customers who have needs but (don't) really know what they need. The answer is no. On the other hand, salespeople might as well try to give and welcome customers in another way.
Example 3. Customers just look around at the sales staff and start by saying, "This is the counter of a product, and a new product has just come into the market." Or "what we are doing now is so-and-so activity."
Example 4. The customer is already looking at the salesperson of a certain product: this is a specific product, what functions it has, what functions it has or what advantages it has from other products and brands. Use as few words as possible to introduce the function or unique place of the product.
Example 5. The customer's eyes glanced back and forth on the counter. Salespeople should catch customers' eyes in time, make eye contact with customers, and introduce to customers: what kind of products we have here, what specifications and models you see now, what functions it has, what functions it has or what advantages it has different from other products and brands.
Example 6. Several customers are looking at the product at the same time. Shop assistant: This is some kind of product. Distribute promotional materials to several customers at the same time of introduction, and introduce the products flexibly in combination with the above cases 4 and 5. It is necessary to introduce several specifications of products to several customers to meet the needs of different customers. From the above case analysis, it can be found that the browsing customer is usually looking at a product, a commodity or a product, and what he has been looking at has aroused his interest to some extent, so the salesperson should explain what he is looking at. After the explanation, most of them will lead to some questions and judgments of customers, often the sales staff's needs about customers.
1) Usually, after introducing products to customers, salespeople will have two different reactions:
1. I hope I can listen to the salesperson. At this time, the sales staff should continue to introduce the characteristics and benefits of the product, give customers observation and trial use, and make a list of wearing conditions. At the same time, I can also ask about the customer's situation and needs and recommend suitable products to him as a success.
Customers will ask some questions, such as "What's the difference between this product and another product?" "Can this product meet some of my needs?" "You have so many products, which one is more suitable for me?" Wait, it contains all the information that customers want to know.
2) When sales staff introduce sales as an activity to customers and distribute promotional materials, customers will basically have two reactions.
1. I hope the sales staff will continue to talk about it and hear if there are any things they are interested in, such as buy one get one free activities, free trials, prize sales and so on.
2. Some people will ask what to send and how to send it.
The customer's answer reflects his needs and preferences. It can be seen that a good start is to provide charity to customers. What to send to customers? Giving is a service, a description, and a description of what customers care about. Therefore, as a successful salesperson, please remember never to ask customers for anything, even an answer. Never ask the customer "What do you need?"
Please always remember: pay, pay, not take! This is the core of the sales process!
Let God feel that he is enjoying the supreme special service. With a good start, sales staff should further understand the specific needs of customers.
Two. Understand the needs
1) Remember! The more picky customers are about products, the more potential consumers will want to buy!
After welcoming and talking with customers, the communication bridge between salespeople and customers was established. Sales staff should know what customers need, and only when they know the real needs of customers can they recommend suitable products to customers. Generally speaking, after greeting customers, salespeople should ask some basic questions to understand the actual situation of customers. Only by mastering these can they recommend suitable products according to their own needs. Different questions bring different answers and results to customers. It is necessary to predict the possible answers to each question, so as to choose those questions that are beneficial to sales. So, try to ask questions that are informative and easy to answer, such as: who, what, where, when, why, how, tell me …, these questions are easy to answer, can provide more information, and can help sales people understand some potential needs of customers. By asking questions, you can know the special requirements of customers in time, avoid talking a lot, and still don't know the real needs of customers after introducing many products. Also pay attention to find out the hidden real needs from the customer's answers. Therefore, it is very important for salespeople to listen to customers' answers and statements, because it contains many potential needs of customers, which means that many sales opportunities are hidden.
When listening to customer statements, terminal sales personnel should pay attention to:
1. Keep maximum attention and remember to look around and be absent-minded.
Don't interrupt the customer's conversation at will, because it is obviously disrespectful and impolite to the customer. 3. Try to avoid negative value judgments. For example, "You are not right!" Wait a minute. Ask questions and listen
After the answer, the salesperson should analyze and seize the sales opportunity. Sometimes, the customer does not directly tell his needs, and some negative statements and judgments cover up his needs.
Customer: "I don't need this product because I ..., so I ..."
Analysis: At first glance, customers seem to have no demand. But after careful analysis, what customers really need is something other than this product. 2) As a successful terminal salesperson, you should not only seize every sales opportunity, but also be good at creating sales opportunities.
Remember! Successful salespeople create opportunities and salespeople wait for opportunities.
Many things in life are not afraid that you can't do it, but that you can't think of it. The key is to create an opportunity and then work hard to realize it. I'm afraid I can't do it, I'm afraid I can't think of it! Don't miss any possible opportunity!
Many times, customers are often unaware of their other needs, and salespeople should remind customers to help them understand each other. Whether there are sales opportunities depends on creation.
The key to creation lies in how to say, how to summarize and how to elaborate. Remember! What matters is not what you want to express, but how to express it. Please believe that the customer really has such urgent needs, and you should also guide him to agree that he does have certain needs, and confirm that it is true until the customer accepts it and completes the sale. This is the secret of success. Try it, and you will succeed, too.
Remember! People should deceive themselves before deceiving others. I hope you can keep this code of conduct for marketers. By asking questions, listening and analyzing, salespeople seize opportunities, and by summarizing and expounding, salespeople create sales opportunities, so as to truly understand customers' needs. Next, the salesperson should recommend suitable products to customers to meet their needs.
3. Recommend products Congratulations on successfully completing the steps such as understanding customer needs. At this time, it is time to recommend products to him to meet his needs. For a successful terminal salesperson, although every step is important, the most critical step is to recommend products. Every product has benefits. Every customer has needs.
The secret of successful sales is to skillfully link the needs of customers with the benefits that products can bring to them.
What benefits can the product bring to customers? Is there an introduction in the product manual? Here we should distinguish two concepts: characteristics, benefits and characteristics:
Telling customers what this product is is a description of its nature.
Benefits: Tell customers how this product works, what good effect it has on customers and what it can do for customers. Only the benefits of products are the reasons to attract customers, not the characteristics. What really helps salespeople achieve sales is the benefits of products. Every product has many benefits, and every customer will have different needs. Different customers need different advantages of the same product. Therefore, terminal sales staff should aim at different customers, make the best use of the situation, find out the different benefits of products and meet the different needs of customers.
Remember! In order to really sell the product and make the customer pay for it, the salesperson must say the reasons that convince the customer. How to recommend products to customers?
There are four steps in recommending products:
1. Confirm the need to reach an agreement with the customer and reconfirm the customer's needs. Let the customer make sure that the salesperson understands his needs and takes them seriously. Therefore, before introducing the benefits of products to customers, salespeople should make sure that these needs of customers really exist.
2. Explain the benefits. Explain how the product will benefit customers and what benefits it will bring to customers. Successful salespeople always promote the benefits of products.
3. Show the products and explain the features and advantages of the products according to the specific needs of customers. Then introduce customers.
Are the features and benefits of various products and services accepted? Most people don't. Many customers are unwilling.
I want to buy it, because they are not sure whether they like this product when they get home, and whether they will be cheated because of sweet words. After all, seeing is believing. Then, we might as well show our products to our customers. Demonstration products should not only let customers feel and see the products themselves, but also demonstrate and explain how to use the products. With the help of customers' personal experience, there will be more successful sales programs. Because the performance of the product confirms the explanation of the sales staff. Customers have also changed from a passive role in the sales process to an active participant.
If possible, show the customer every product he sees. Because the demonstration confirms and strengthens the salesperson's explanation of the product, it drives away the customer's doubts, makes the customer really try before buying, and makes the sales work simpler and more effective.
4. Show proof. Show product features, data and other evidence. Finally, use some data and information to prove everything you said before, so as to enhance customers' understanding and confidence in the product. Sales staff can explain to customers with the help of relevant data of investigation and study, descriptions of product characteristics in advertisements, product knowledge, promotional materials, customer recommendation letters and other tools to enhance customers' confidence and determination in buying.
4. Have the customers' needs been met after the joint sales recommended the appropriate products to the customers?
The customer's needs are varied, and the salesperson may only meet one or two of his needs. At this time, do you realize there are sales opportunities here? You have to meet other needs of customers, so why not seize the opportunity to expand your business? Don't just show a product to customers. The truth of "show three pieces and sell two pieces" is a fact that has been verified countless times over the years. Show three products to each customer, and you will sell two on average-your business will double.
Joint sales need to pay attention to six points:
1. Ask questions and listen carefully to the answers-when understanding the customer's needs and obtaining information, the salesperson should be sure of everything the customer says, and he will tell you his needs. If you listen carefully, you will find his potential needs.
Please meet the customer's requirements first, and then transfer the topic to related products.
Make sure that the products you introduce are directly related to the needs and interests of customers, otherwise it will be useless to talk more.
Never give customers the impression that you are only interested in doing big business.
Before the salesperson takes the time to introduce each product to meet the other needs of the customer, please give the customer a statement. Let the customer feel that you are proceeding from his immediate interests.
5. Always demonstrate every product-demonstration will help you sell every product. What you said is very reasonable. Seeing is believing.
6. Show customers three products to double your business, but don't stop there. Continue to introduce joint sales until every customer's demand can be met, until you realize every existing sales opportunity. Joint sales not only meet the needs of customers, but more importantly, increase sales opportunities. Every time, please don't forget joint sales, which can make you get twice the result with half the effort.
5. Say goodbye to a series of processes in which customer sales staff greet customers, understand customer needs, recommend suitable products and even jointly sell them, with only one purpose, so that customers can buy products. Now, it's time for customers to pay and end the sales process. The salesperson should sum up the benefits of the product and then ask the customer whether to buy it or let the customer buy it directly.
Remember: don't be unhappy because the customer didn't buy the product. Just because he doesn't buy it today doesn't mean he won't buy it in the future. The customer is God. If you forget this sentence, then everything you have done above is meaningless, and it will have unexpected negative effects and affect the corporate image. When you want to close the sale, make sure that the customer has understood the product. When you complete the sales process, don't forget to thank your customer, who provided you with sales opportunities and gave you the greatest support. So, don't forget to say "thank you" and "welcome again" to customers. Draw a perfect ending for your sales process. If you are satisfied with my answer, please adopt it. Thank you!