First, impress him with service.
Customers are usually in a state of fatigue when they enter the store. It is likely that customers have been shopping in other stores for a long time before coming to your store. In this case, he doesn't like talking because he is tired.
If such a customer enters the store alone, they look tired and depressed, and it is difficult to arouse the customer's interest in any product. Because he has visited many stores, if the clerk introduces the products endlessly, he will usually be resisted or even provoked by the customers.
If two or more customers come to the store together, listen carefully to the conversation between customers, and one of them will show a very impatient state.
Although the customer doesn't talk when he enters the store, he always answers when he is handed a glass of water. A shop assistant selling sofas told us a story before: a female customer came to the store with her children. At first, she didn't say a word Who knows that the child accidentally knocked over the cup on the table and the water spilled all over the child. He shouted. Because it was winter and the weather was very cold, the clerk worried that wet clothes would make the child catch a cold, so he ran from the third floor to the small appliance counter on the first floor and borrowed a hair dryer to dry the child's clothes.
The female customer was deeply moved by the clerk's actions. She didn't beat around the bush with the shop assistant, just told her purchase requirements and budget, and finally bought a sofa in their house. The clerk concluded that sometimes, sincere service is the key to open the door to customers' hearts. Just now, a customer from Brzin came to our store. When I saw her, she didn't even look at me and said hello to you. I don't feel right when I think about it. I must be very tired and annoyed, so I made her a cup of black tea and told her it was good tea. I won't give it to most people. It's really good tea. Don't fool others, or you will be more embarrassed. ) She smiled.
Second, please him with praise (classic case)
Some powerful customers don't like to talk when they enter the store, because they don't take the sales staff seriously at all. These people are possessive and controlling, because they are never short of money, so they can make a purchase decision immediately.
However, these powerful customers have a big problem, which is unprofessional. Sometimes they buy products on impulse. If they don't think it's good to walk around the store, they will leave at once. You know, the sales amount of this kind of list is very large. As a salesperson, you should do everything possible to keep customers from talking.
Little sister is a shopping guide in a shop. She used to drive away powerful clients who didn't like to talk. One day, a middle-aged woman walked into the shop. Sister Xiao carefully observed the customer's dress and judged that she was a rich advocate, so she greeted him warmly. Who knows, the customer replied coldly: "Don't follow me, I'll go and have a look first, and I'll call you if necessary." A leader told his subordinates that there was no way, so Little Sister had to follow the customer slowly.
But after walking around, the lady didn't say a word. It seems that she is not satisfied with any products of Xiaojie's family. If Xiaojie didn't sell it, the customer went out. What shall we do? In desperation, Sister Xiao said, "Beauty, where did you buy this jade bracelet?"
A word finally opened the customer's chatterbox. Sister Xiao is full of praise for the customer's jade bracelet, and the female customer is even more happy. The two chatted happily. The most taboo in sales is to talk about business without talking about feelings. If you don't care about people, you want to make a deal. No matter how good your product is, it's hard to do this. So the young lady started with the bracelet on the customer and praised the customer moderately, thus successfully prying open the golden mouth of the customer.
There are many reasons why customers don't talk. Not all customers are strong customers when they enter the door, and some people don't talk because of psychological needs. When entering a strange environment, people are usually reluctant to take the initiative to speak in order to adapt to the new environment and find a sense of security.
If you can realize this, it is normal that most people don't want to talk when they enter the door. The problem is that once the customer is about to go out, he doesn't talk about it, and you don't talk about it, then the chance of doing business becomes extremely slim.
In the process of shopping, we also saw such a shopping guide. She said, "Brother, please say something. It's almost 15 minutes since I arrived at the store, and you haven't said a word. There is a rule in our store that customers don't talk for 15 minutes after entering the store, which means that there is something wrong with the reception of our sales consultant and our salary will be deducted.
Brother, do me a favor. In order to prevent my salary from being deducted, can you tell me which product you want to see today? "Shop salespeople let customers talk in a weak way. Although it is difficult to get the elegant hall of orthodox sales, as long as they can get the tricks and cruel tricks of customers, they can all be shared, because the clerk must have spent a lot of time trying to pry open the golden mouth of customers, which is worthy of recognition." Elder sister, I'm new here, but I'm also professionally trained. Today, business is very good. Others have sold seven or eight bras, so I sold one. It doesn't matter whether you buy it or not, I can help you ... "When you show weakness, everyone will sympathize. On the contrary, being too strong will be counterproductive. Once a rich man came to our shop and said, "I don't even look at what brand I'm wearing." I don't want to follow me You don't have to tell me ... "But she just won't go. Look left, look right. We looked at the shopping guide, but at this time, customers have a tendency to leave. The shopping guide went up and said directly: "Sister, look right. Too healthy. Go to the fitting room and let me see what's good about your 1000 yuan bra. Let me see. "I showed weakness again, praised it again, and didn't slander other people's brands. Customers naturally like it. After entering the fitting room, a big bill of 5000 yuan was produced ... because smart passwords are really more comfortable than that.
Fourth, attract him with products.
Just because the customer doesn't talk doesn't mean the customer is not interested. Just because the customer said it doesn't mean he really wants to buy it. Therefore, how to arouse the customer's interest and make him stay in the store longer is the key to the problem. Nowadays, the homogenization of products is becoming more and more serious, and it is more and more difficult to attract customers through products, but powerful salespeople know that there is another trick for product sales, that is, product display differentiation.
Using products to attract silent customers, display can also play a role in attracting customers. Good presentation is silent sales promotion. Therefore, if we want to keep our customers' pace, we should make some differentiated displays on excellent products, such as props, lighting, POP, jumping cards and so on.
Step 5 stimulate him with activities
Some customers don't talk when they come in because they don't want to buy today. Today, they came to the shop to have a look. In this case, the customer has a strong defensive mentality and is worried that speaking will expose the card.
Faced with such customers, sales staff can use promotional activities to stimulate customers, such as inviting customers to participate in the lucky draw, regardless of whether customers come to the store to buy or not, they can participate in the free lucky draw, which can not only arouse customers' interest, but also gather popularity for the store.
In the face of customers who come in without saying a word, the first thing we should do is not to find ways to get customers to talk, but to study why customers don't say a word and then prescribe the right medicine. The above five methods are just some of the most commonly used methods by many salespeople, just like a drop in the ocean. We sincerely hope that more salespeople will share their experiences.