How to deal with the relationship with customers?
The shopping guide suggested that the customer try on the clothes, but the customer just wouldn't accept the shopping guide's suggestion.
1 Correct response (three praises leading action):
You really have an eye. This skirt is our latest and best-selling style. With your temperament, I believe it will have a good effect after wearing it. Please. This way in the fitting room, please.
● (If the customer still doesn't act) Sir, it doesn't matter whether you buy it or not. I really want to do it for you, choose clothes and choose clothes. Only a man with your temperament and taste can deserve this dress.
This dress arrived yesterday. This is the new style today. You are the first person to try it on.
The shopping guide warmly received the customers who came to the store, but the customers replied coldly: I'm just looking around.
2 Correct response (communication from the customer's point of view)
Yes, sir, you must know more and compare more when buying clothes. What suits you is the best. What kind of clothes do you usually like to wear (category, style, color, etc.) )?
The customer liked it very much, but the companion said, I think it is normal to go somewhere else.
3● Respond correctly (pay attention to and respect peers, praise them three times, and communicate well with customers and peers).
(To your partner) This gentleman (lady), you are really attentive to your friends and have a good opinion on clothes. It's good to have a friend like you. I believe you know your friends very well. Would you please choose a suit for your friend with me?
Customers are worried about quality problems, and no matter how they answer, they are not very at ease.
4 Correct response (distrust of products is actually distrust of shopping guides)
Don't worry, sir, our products are produced under the strict supervision of the quality inspection department of our company and in accordance with the production requirements of the national authoritative department.
Sir, I tell you responsibly that if you find fake and shoddy goods in our store, we will compensate you according to 10 times. If it is because of non-human quality factors, we will deal with the goods in strict accordance with the national "Three Guarantees Law".
I'll go home and discuss it with my wife and think it over.
5 correct answer
Wow, sir, you are really a kind person. I'm sure your wife will be very happy to respect your opinion so much.
That's all right, sir. After all, she is the person you trust most. However, if I were you, I would take what I like back to the people I trust most for reference. If it doesn't fit, I can always bring it back and exchange it.
You clothes sellers all say that old ladies sell melons.
6 Correct response (from the perspective of brand and customer image, communicate in a responsible and sincere way)
Yes, I can understand your feelings. If I were you, I would feel the same way. However, what I just introduced to you is the personal experience of our customers and friends. A few days ago, an old customer bought one for himself and brought another to his friend. I'm sure you won't doubt it when you wear it, sir.
Yes, I can understand your feelings. If I were you, I would feel the same way. What suits you is the most important thing. I have received professional training and am your clothing consultant. We will be responsible for your image.
During the rush hour, customers will complain or even lose because of the poor greeting of the shopping guide.
7 Correct response (sales attitude and service)
● Sir/Madam: I'm really sorry for the poor greeting. Please have a look first. Please call me when you need service. Just call me Xiao Zhang. I am sorry to have kept you waiting.
For the package opened face to face, customers still need to change it after trying it out, but this is the only one.
8 Correct response (sales attitude and service)
Yes, I can understand your feelings. If I were you, I would feel the same way. I'm really sorry. The one I just opened for you is not only brand new, but also the last one. You are the only one who tried on this dress.
Clothes that customers like to try on are easily rejected by wandering customers.
9. Correct response (three-boast method)
Yes, feeling is important, and feeling professional is more important. We have received professional collocation training, and we will be responsible for your image and our brand image.
The customer was satisfied with the clothes he wanted to buy for his friend, but he said he couldn't make a decision until his friend came.
10 Correct response (three likes, emotional sales, service)
Sir, it's good to have a friend like you, and it's really happy to be your friend. But you think, when a friend comes, it is a dress, and when you take it, it is your affection.
I can imagine your friend's joy when he received this kindness and put the feeling of happiness behind him. If it really doesn't fit, bring it back for replacement at any time.
How to deal with the problem of dressing?
After trying on several sets of clothes, the customer turned away without saying anything.
1 1 Correct answer (attitude, service, standing in the customer's position)
Sir, are you dissatisfied with my service or have I not introduced it to you clearly? Well, I'll ask our manager to serve you. She is a very professional dress consultant, and I believe you will be satisfied.
Why is this dress so tight?
12 correct answer (professional, responsible, guiding)
Yes, our clothes are a little tight. This dress has decorated your figure very well. Plus, our fabrics are all imported high-grade fabrics, which are very elastic, and you will get used to it after wearing them for several times.
Yes, women have to pay a certain price for their figure, beauty and temperament. Maybe this dress is a little tight, but how good it is for shaping your figure. I believe it's worth paying a little price for your figure and beauty.
Forget it, I think this dress is a little fat on me.
13 correct answer (professional, responsible, guiding)
Sir, you are very lucky. Look at your smiling face and red face. You have a high quality of life. A lot of people want it. And this dress itself is very suitable for your temperament. You see (the advantages of clothes)
I don't like this, it's too old-fashioned.
14 correct answer (knowing the time, occasion and brand positioning of customers)
Yes, I can understand how you feel. If I were you, I would feel the same way, maybe it's not quite the same as your usual dress style. The positioning of our brand is specially designed for mature and successful people.
It's not people, it's temperament. Your temperament and image are just in line with the positioning of our brand, which will help you achieve greater success in your work and business negotiations.
I like this very much, but my colleague also bought it. We are in the same office.
15 Correct response (brand, image and praise)
Yes, I can understand how you feel. If I were you, I would feel the same way. It is because of good clothes that more people wear them. But everyone's feelings and temperament are different, and the wearing effect is different. If you wear it, more people will wear it, which just shows that you are leading the fashion trend.
This dress is nice. Next time, I'll bring my friends to take a look at it for me before I decide.
16 correct coping (emotional selling, trust, pressure)
Yes, I can understand how you feel. If I were you, I would feel the same way. After all, friends are people you know and trust, but don't worry, it is very important to add a major. We have received professional training and will be responsible for your image and brand image. Besides, I'm afraid you won't have this next time you come. Last time a customer took a fancy to one, and it was out of stock two days later. It would be a pity for him to come again.
We are also embarrassed, so I strongly suggest that you take it today if you like, and don't leave any regrets.
Please don't fool me. This dress doesn't suit me.
17 correct response (benign communication, questioning, patience)
Yes, I can understand how you feel. If I were you, I would feel the same way. After all, friends are people you know and trust, but don't worry, feeling is very important, and adding a major is more important. We have received professional training and will be responsible for your image and brand image.
I often meet many people wearing the same clothes in the street, so I dare not buy your clothes.
18 correct answer
Yes, I can understand how you feel. If I were you, I would feel the same way. It is because of good clothes that more people wear them. But everyone's feelings and temperament are different, and the wearing effect is different. If you wear it, more people will wear it, which just shows that you are leading the fashion trend.
Forget it, I don't want to try on this dress. It's similar to what I bought last year.
19 correct answer (guidance, attitude)
Yes, sir, I can see that you are still very concerned about our brand. Thank you. Recently, our store received several new models with similar styles but improved details. Allow me to introduce them to you. I'm sure you will like it.
The color of this dress is not good It doesn't suit me very well.
20 Correct Answer (Role, Professional Knowledge and Guidance of Clothing Consultant)
Sir, from my professional point of view, I think this dress is especially suitable for your skin color, figure and temperament. I even suspect that this is specially made for you.
I know what you mean, sir. Just a moment, please. There are some new products in the right color. I'll get it for you. Feel it.
When trying on clothes, the size is actually very suitable, but customers still think it is small.
2 1 correct response (benign communication, gain the trust, professionalism and guidance of customers)
Excuse me, sir, do you usually like to wear loose clothes? Judging from our brand positioning and wearing occasions, appropriateness is the best.
In fact, from our professional point of view, this dress not only suits your temperament and image, but also suits your wearing time and occasion.
Your clothes have a nice style, but why is the color so dark?
22 Correct response (brand positioning, benign communication, three praises)
Yes, I can understand how you feel. If I were you, I would feel the same way, maybe it's not the same style as what you usually wear. Well, customer orientation of our brand is a mature and successful man, so our design is dark, which reflects stability and atmosphere.
I feel that the cowboy series is not up to grade, a bit like a cowboy.
23 correct response (professional, three kua method)
Yes, I can understand your feelings. If I were you, I would feel the same way. The cowboy series does sometimes make people feel this way. However, sir, besides busy work, enjoying life is a manifestation of taste. Our brand of denim series can make you fully enjoy life and have more taste.
Why are your clothes so expensive? I can't find one that suits me.
24 Correct response (guidance, trust, communication)
Yes, I can understand your feelings. If I were you, I would feel the same way. This year's design is really bold, but from my working hours and professional point of view, your temperament and image, combined with this design, are lively and serious, and can be freely put away in relatively formal and leisure occasions.
Why is your's style getting younger and younger? You can't find what I am wearing.
25 Correct response (benign communication, expanding interests)
Thank you, sir, for your concern and understanding of our brand. Although the purpose of the company's launch of young models is to hope that our customers and friends will feel younger and younger after wearing them, you can rest assured that our design object is still aimed at mature and successful men like you.
Your clothes are so ugly, why do you feel strange?
26 Correct answers (benign communication, feature description, clothing consultant)
Yes, sir, I can understand your point of view. Our clothes may be different from your usual style. But we wear clothes not only for ourselves, but also for ourselves. More often, others are watching.
Therefore, the correct matching and wearing is very important. Let me explain it to you from a professional point of view, such as this.
How to deal with the problem of clothing quality?
The customer likes a cotton dress very much and asks if it will fade, shrink or pilling.
Correct response (recognition plus praise, weakening problems and shifting topics, professional knowledge and services)
Sir, our clothes shrink, set and resist pilling. We have sold thousands of pure cotton clothes. So far, we just need to wear and maintain them in the right way.
I haven't found it yet, so don't worry too much about this problem. (Inform customers of the correct knowledge of dressing, washing and maintenance after the transaction)
Your brand is new, isn't it? Why have I never heard of it?
28 correct answer
Sir, our brand has a history of 10 years. We never advertise, but customers help us promote it after wearing it. The image spokesperson and propagandist of our brand are our customers and friends. So I hope you can also be our image spokesperson.
The outdated old model has been recognized by customers.
29 Correct answer (recognition+explanation)
Yes, sir, it sold well last year, and many customers didn't buy it, so this year it was specially prepared for them. Of course, you can take it away if you want.
Yes, sir, this looks the same as last year. It's actually improved. Its improvements include ......
This is a new model. Because of its similar model, it is considered as the old model of last year by customers.
Answer correctly (recognition plus praise, guidance)
Thank you, sir, for your concern and understanding of our brand. Indeed, this model sold well last year and customers liked it very much. At the same time, many good suggestions and opinions were put forward. This year, we made changes based on customer feedback.
Make this dress more tasteful than last year. You can try it on. It must be more suitable for you than last year.
Do you have any other styles of clothes made of this material?
3 1 Correct answer (professional and instructive)
Sorry, sir, this is our limited edition this year. It's only in this color, and the quantity is very limited.
Compared with other brands, which of your clothes is better?
32 correct answer
In fact, sir, you have told me the answer you want to know. Because you chose us to serve you, you just trusted us. Thank you. It's my pleasure to serve you. My name is XXX.
I find that the new model of your family is really too slow.
33 Correct response (attitude and sincerity)
Sir, first of all, thank you for your concern about our brand. This time it was a few days late, and we were in a hurry. Fortunately, it arrived yesterday
You are happy today, too. The new model has just been shown. This year's new style is very distinctive. Come on, I'll introduce some models to you and ask you to give me some suggestions.
I'm satisfied with the style and color of this dress, but I don't think this fabric is comfortable.
34 Correct answer (identification plus guidance)
Sir, the style and color of the clothes we wear only reflect the visual effect, and the fabric has to be put on and behind to feel comfortable. This way, please.
You are still a high-end brand. With such poor workmanship, there is thread here.
35 Correct Answer (Attitude and Identity)
Sorry, sir, we didn't do a good job and didn't find this detail, which brought you trouble! I will immediately reflect this problem to the company and make adjustments immediately. Thank you for telling me this situation. Let me change it for you.
After wearing this dress for only a few days, all the hair inside will fall out. What would you do?
36 Correct response (identification, after-sales service)
Yes, sir, this problem really needs attention. If the clothes you buy are of poor quality or the after-sales service is not good.
Once a similar problem occurs, it will be very troublesome, but don't worry, the technology adopted by our brand is () and the processing technology is (). Our quality is guaranteed. If what you say is true, you can rest assured that we will be responsible for it to the end.
Why can't your fabric be machine washed? XXX brand is ok.
Correct reaction (attitude, empathy)
Sir, it is not impossible to machine wash, but as long as it is machine wash, there will be some wear and tear. Maybe their salesman didn't give you a clear introduction, so I suggest that you don't wash it by machine, which will keep the color lasting and not easily deform.
What international brand? You just put up a sign.
38 correct answer
Sir, you can devote yourself to this question 100. Each of our specialty stores has complaint telephone numbers from Hongkong Head Office, China Law Firm and Guizhou Branch, as well as fake telephone numbers for free product consultation. You can supervise our work at any time.
Your clothes fade after wearing for a while, and the style is monotonous. It is best to wear XX brand.
39 correct response (identification, guidance)
Sir, did you have this phenomenon when you wore it, or did you hear it from a friend? If it's you, whether you bought it from us or not, I'd like to help you see the reason for the fading. As for the after-sales of other brands, I don't know much about it, but I tell you responsibly that you can rest assured after our after-sales service.
Forget that this dress is not pure cotton. I like to wear pure cotton.
40 Correct response (identification, guidance, professionalism)
● Persuade with all-cotton and non-all-cotton FAB.
Your clothes are decorated with leather, and the dry cleaner says they can't be dry-cleaned.
4 1 Correct response (benign communication, sincerity)
I'm sorry for the trouble, sir. In fact, the dry cleaners are responsible for you, so they didn't take your clothes. You can tell them that our leather ornaments have been treated and that dry cleaning will not affect you. Please don't worry about this, and you can rest assured yourself.
This dress can't even be washed It's really troublesome. I don't want it.
42 Correct answer (identification, guidance, suggestion)
Sir, you spent several hundred yuan on this dress you like. What a pity if it is washed away by the water. In order to keep your good image and the life of your clothes, I suggest you dry clean them.
How to deal with customer's price objection?
The quality of your is similar to that of XX brand, but the price is much higher than theirs.
43 Correct response (identification, guidance and suggestion)
Yes, sir, I can see that you know something about clothes. The two brands look similar in style. In fact, we are very different in brand value, raw material selection, production technology and service quality.
We have been to your shop several times. I am sincere. I will buy it if you are cheaper.
44 correct answer
Yes, madam, I know you have been here many times. I would have sold it to you if I could. We hope to provide you with better service, so I hope you can understand.
I think clothes can be cheaper. I'll take them without 50 yuan.
45 Correct response (attitude, sincerity)
Actually, sir, I really want to help you buy clothes you like. If it's less, it's not only worth 50 yuan, but don't worry, I'll let you know if there are any preferential activities.
Isn't this dress just an ordinary chemical fiber fabric? Why is the price still so expensive?
46 Correct answer (professional and instructive)
Sir, it is true that some old customers have asked similar questions before, but later I learned that there are many kinds of chemical fibers. The chemical fibers used in our brand are ordinary and fine, all imported and carefully selected.
I am satisfied with the clothes, styles and workmanship, but I think the price is too high.
47 Correct answer (professionalism, trust)
Sir, many of our old customers have said the same thing in the past. They think the workmanship and pattern of this dress are very good. Indeed, if we only look at the price tag, people will feel this way, but our design, style and fabric selection are very strict.
It's also very good, so customers like it very much and will wear it often after buying it. If you only buy a dress once or twice, it will be more uneconomical in terms of price, don't you think?
Customers think clothes are too expensive, and say they don't need or need to buy such good clothes.
48 Correct response (understanding, respect and guidance)
Yes, sir, you have a good eye. The quality of this dress is really good, but it is more cost-effective and worth the money. I don't think you'll consider buying worthless things for less money?
Come to your shop every month. I'm already an old customer. Is there no discount?
49 Correct response (understanding, respect and guidance)
Thank you very much, Sir, for your kindness and support to our store for such a long time. As an old customer, I'm sure you know that our price has been very stable.
Moreover, the fine fabrics, excellent workmanship and after-sales service are also very perfect. In fact, this is also the reason why many old customers like hello can't put it down. We prefer to be truly responsible for our old customers, so you will be more satisfied with our service, don't you think?
Why are your clothes so much more expensive than others'?
50 Correct Answer (Understanding, Respect and Guidance)
Mr. l, yes, it's not just you. Several customers mentioned the same problem at first, and later they not only became our loyal customers themselves, but also introduced many new customers to us.
Because they think the clothes here are fine in workmanship, and the quality and after-sales service are also guaranteed, the most important thing is that the price of clothes bought here is really reasonable, so there is no need to worry about the change of the total price.
This style and fabric are only sold in 200 yuan in other places. Why sell 300 yuan?
5 1 Correct answer (benign communication)
Sir, that's a very good question. Some of our old customers have asked this question before. Indeed, some clothing stores on the market are selling clothes with similar styles and fabrics. I have also studied them carefully. I believe you may have found that there are still many differences between us and others, whether it is quality, color technology, workmanship or after-sales service. It can be seen that wearing it is even different.
I know your boss. Please give me a better discount, or I will call him.
52 Correct coping (benign communication)
Sir, in fact, the boss has taken special care of us before, because he was afraid that he was too busy to greet his friends, so he specially told us that as long as he was a friend of our boss, he would use this most favorable discount. The discount I just gave you is really a discount that only friends of our boss can enjoy.
The customer was satisfied with the try-on, but stopped buying as soon as he saw the price.
53 correct answer
Just a moment, please, sir. I find that you have good taste in this style of clothes. In fact, we have several similar styles and styles here, all of which are our cost-effective promotions. Let me show you. You're here anyway. Let me introduce them to you.
A shirt costs more than 800 yuan. Are you kidding? It's too expensive.
54 correct answer
Yes, sir, this is our high-priced business shirt. If you wear this style, you will find it worth it. You are very careful in fabric and design. It is not only comfortable and breathable to wear, but also tasteful.
How to deal with customers' discounts and concessions
I'm just trying first. I often go shopping. If you give me a lower discount, I will buy it.
55 correct answer
Thank you for your concern for our brand, sir. We never give discounts. This time, it was launched through the unified planning arrangement of the head office. So it is very rare to get such a discount. I suggest you take it first if you like. Our activity will be over at any time.
I don't want any gifts or points. You can change them into discounts and give them to me.
56 correct answer
I'm sorry, sir. Our gifts and points are given to customers on the basis of normal sales of goods, which is equivalent to the extra gifts given to you by the company where you buy things. So gifts and points have nothing to do with price.
The purpose is to thank you, and the integral is to serve you better for a long time. Thank you for your support and understanding of our work.
No discount, others XX brand discount. Why not give a discount?
57 correct answer
Sir, our brand has no plans in this regard at present. We also have a unified price in Guizhou market. We hope to be responsible for every consumer with real services. I hope every customer feels safe when shopping in our store.
When will the clothes in your shop be on sale?
58 correct answer
Sir, the company doesn't have this plan at present, but if you are our VIP customer, we will inform you when there are activities.
Other brands have a 40% discount, and the gifts are richer than yours. You are too rigid.
59 correct answer
Thank you very much for your valuable advice, sir. In order to ensure customers' consumption value and shopping safety, we want to provide you with better service.
Why did your brand start to discount before the season changed?
60 correct answer
Sir, a client asked me this question yesterday. In fact, this is mainly because our clothes sell very well, and many styles have been oversized. Therefore, the company specifically instructed us to give back to customers in advance. You can buy more at this time, or you may not like it in a few days.
I buy so many clothes from you every year that I deserve a special discount.
6 1 Correct handling
Thank you, sir, for your support over the years. In fact, as you know, every brand has different reasons for discount. Our company pays more attention to providing customers with better clothes and services. After all, the price is only part of the purchase factor. Clothes you don't like, no matter how cheap, you won't buy them.
Compared with the store opposite, the discount of VIP card you provided is too low.
62 correct answer
Yes, sir, I am well aware of your expenses. You are an important customer of ours. We meet several times a year. We are old friends.
I will reflect your opinion to the company soon, and I believe the company will also attach importance to this matter, because there are really not many good customers like you. Don't worry, I will inform you as soon as the company policy comes down. Thank you very much
Well, even if there is no discount, give me a tie.
63 correct answer
Sir, you embarrassed me. According to company regulations, you can only get a tie if you spend four yuan. However, in order to thank you for your trust in us, you have bought two now. Please choose another one. I'll try my best to help you apply for one that falls within the scope of gifts.
How to handle customer complaints?
During the return period, the customer asked for a return due to non-quality problems such as styles.
64 correct answer
Don't worry, sir. This is our fault. It's all my fault. I didn't turn it off for you. It's really troublesome for you to run back and forth so many times. To tell you the truth, a batch of new goods came to our store yesterday, and I think some of them are especially suitable for you. If you like, we'll change it for you.
According to the regulations, clothes can be returned in this case, but the problem is that the clothes have expired.
65 correct answer
Sir, this dress is indeed beyond the return period stipulated by the company, but considering that you are on a business trip and the clothes are in good condition, I will contact the company to see if I can help you exchange it.
(Communicate with the company by telephone). Considering your situation, sir, the company decided to make an exception and exchange it for you. What style do you want to change?
It can't be proved that it is a quality problem, but the customer wants to return it. If you don't know it, you will never leave the store.
66 correct answer
● In the case that clothes cannot be changed, the company can decide according to the development of the situation and the influence of customers. If the other party is an influential customer and insists on changing, the company can also make concessions. But don't blame the customer at this time, just hint at the other party's mistake.
Your clothes are so expensive, how can you wash them or fade them when you buy them?
67 correct answer
● Whether fading is normal fading within the scope of national standards.
● If the color fading is serious, ask the specific reason first, and the responsibility lies with the store. Try to replace the return with a replacement.
No sooner had the clothes been bought than the weather began to get cold, and the customer asked for a refund.
68 correct answer
● Sincerely help customers solve problems, or should they be faultless, and exchange goods instead of returning goods.
How to communicate with customers who have to change clothes more than three times at a time?
69 correct answer
Excuse me, sir. Maybe I forgot to remind you to check your clothes carefully before you take them back. This is where our service is not in place. Don't worry, we'll change it for you this time, but let's check the clothes together to make sure there are no problems before taking them away, so as not to bother you to go next time. How embarrassed we are.
When collecting VIP customer information, let the customer register, and the customer turns around and leaves.
70 correct answer
Excuse me, sir, what makes you unwilling to apply for our VIP card? I hope you can tell me. We just hope to provide more and better services for our old customers. Thank you.