1. Establishing a good impression is the first step-welcome guests.
In the interaction between shopping guides and customers, the first impression is very important, and no one has a second chance to shape the first impression. A good first impression is usually made when welcoming guests.
Opening the topic is the second step-breaking the ice.
Accurately judge the customer type: learn to strike up a conversation with customers and quickly open the topic. By carefully observing customers, we should start by praising customers, the weather, the beauty and the children.
3. Deepening understanding is the third part-demand analysis.
Understand customer style, product preference and price through direct or indirect information.
4. Attracting customers is the fourth step-value shaping.
Communicate with customers, judge the target products of customers, introduce them in detail, attract customers, and vividly explain the brand, quality and style.
5. The fifth step in the use of sales tools-customer witness.
Qualification certificate, customer witness, brand strength, field test props, customer praise information, pictures used by customers at home.
6. Stimulating trading is the sixth step-selling orders.
After the customer is satisfied with the product and talks about the price, style and size, it is necessary to ask the customer to sign the bill, dig deep into the customer's deep-seated requirements and concerns for comparison, and help the customer solve the problem on the spot. Every customer must take the initiative to sign the bill.
7. Leaving customer information is the seventh step-seeing the guests off.
When customers leave the store, they are required to make a good service registration record, and the details of customers are registered in the customer registration book. Customer information can be left on the grounds of service or gift. When the customer leaves the store, the shopping guide should warmly deliver it to the door in person, and make the pre-delivery and return forms so that the customer can feel the attention and enthusiasm for her. Shopping customers must pay attention to and communicate the schedule.
8. Let customers remember that you are the eighth step-sending text messages.
In sales, every communication with customers should achieve a goal, either to complete a transaction or to establish the next communication opportunity. When we send the customer away, remember to send a short message within 5 minutes after the customer leaves the store, so as to maintain the relationship with the customer and lay the foundation for the next communication.
The main responsibilities of customer reception
1, responsible for receiving calls and visits from customers, controlling the entry and exit of personnel in the office area, and implementing various management work of the customer service center.
2. Be familiar with and master the operation specifications and processes of various services of the project, and operate according to the prescribed processes.
3. Accurately and professionally handle customer calls and visits, and conduct business reception registration.
4. According to the arrangement of the entrusting party, do a good job in meeting reception service.
5. Provide customers with services such as business consultation, business handling, complaint handling and suggestion acceptance.
6. Dress according to the regulations and wear a tag, which meets the requirements.
7, use standard language, do a good job of answering the phone, and report the complaints to the head of customer service department in time.
8. Collect customer service information in time, sort it out, summarize and analyze it and report it to the superior.
9. Enrich the cultural activities of the building and strengthen communication with customers through various channels.
10, collect customer service consultation files in time and file them into a book.