The general shopping guide sees the customer's first sentence: "Hello, welcome to drink!" Actually, this sentence is wrong!
There are more people who are wrong in the second sentence! "What do you want?" wrong
What can I do for you? wrong
"Please look around, sir!" wrong
"What price do you want to see?" wrong
"Can I have a few minutes of your time?" wrong
What can I do for you? wrong
"You can have a look if you like!" wrong
These are several common sayings, but they are all wrong. You were wrong from the beginning. A good beginning is half the battle, and a wrong failure is half the battle.
We can think about it, how will customers answer you when they hear these words? Basically, it can be done in one sentence, that is, "OK, I'm just looking around!" How's it going? Sounds familiar!
How do you answer the phone? Many shopping guides said, "OK, you can have a look first, and you can call me at any time if you need anything." Then the customer looked around and went out! I don't know when I will see him again. A dress may take a year or two, a TV may take eight years, and a refrigerator may take ten years!
If the business is done in someone else's house instead of yours, then you lose a chance to make money. Maybe your child's clothes will become other children's clothes, and your child's schoolbag will become other children's schoolbags.
Reality is so cruel!
So a good prologue is the first condition to retain customers!
Choose your opening remarks and let your customers stay.
Generally, the first sentence is "Hello, welcome to Jinyuan!" Tell your brand, because the customer may wander around the mall, there may be many shops on the roadside, and he may just come in to have a look and may not know your brand, so you should tell your customer your brand!
Another reason is that you have to advertise in the customer's ear. This kind of advertising effect is many times stronger than that on TV and on the plane, because you really told him! He may not buy it today, but when he does, there will be a faint voice in his ear, "Jinyuan!" " I will think of you.
The second sentence is to attract customers and let them stay!
How can we attract him?
That is to give him a reason to stay!
Girls have to have a reason to marry boys, even if this reason is far-fetched!
"Marry me! I will give you 20 million! " This is one reason!
The second sentence generally says: 1, "This is our new model!" Everyone likes to see new things, such as new wives! This is human nature, but this new one is not outstanding, so we highlight the new one in an image way, because there are too many new counters now!
How to highlight the new style? I'll talk about it in detail when I talk about my composition later!
The second statement: "We are engaged in XXX activities here!" Attract customers with activities, but don't say "we are engaged in activities here!" " "Because now every family is engaged in activities, there are too many activities! The customer is numb! This requires us to say the content of the activity: "What we are doing is to buy enough 3,000 to go to Maldives! "So that customers will be interested! I will pay attention to what you say!
The third statement: uniqueness, the fourth statement: creating a hot-selling atmosphere, the fifth statement: time limit and so on! I won't talk about them here. Friends can organize their own language!
Remember: practice a sentence and then blurt it out.
In fact, after my analysis, the customer's psychology has only seven stages. As long as each stage is solved, there will be no problem. Whatever we sell, it's the same. I want to say it again: selling computers is no different from selling popsicles!
How to say the third sentence?
Many shopping guides, including my previous one, also said, "Hello, welcome to XX counter! We went to the Maldives to engage in 3,000 activities. " Immediately, the third sentence became: "Do you want to know?" "May I introduce you?" This wrong language!
You ask the customer like this, and the customer's answer goes back to the original point, "Let me have a look first!" ""don't think about it! Don't! "All rejected by customers! I usually call this kind of shopping guide redundant courtesy! People have already been attracted, and you have many new customers to choose from! Give customers a chance to refuse!
A man was slapped twice by a girl on the bus. Someone asked him why he was beaten, and he said, "I didn't see the zipper on her back, so I helped her pull it up." She turned and slapped me, and she slapped me. I thought she liked not zipping, and then I zipped it down! Who knows she gave me a slap! "
This man's mistake is superfluous courtesy!
So the third sentence goes directly to introduce the goods!
Say this: "Let me introduce you!"
Pull directly, don't ask the customer if they want it!
Don't ask customers if they can introduce you!
Now that he has been attracted to you, he just wants to know. If you ask, he will be in trouble again!
"
The customer said it was too expensive! How do we answer? Solve it! "
When customers come in to see something, they often say, "How much is this?" We said, "888." "It's too expensive!"
Many salespeople will say, "this is the price set by the boss, and I can't help it!" " Client: "Apply to your boss!" "Betray the boss! Do you dare to fight? Even if you dare to fight, what does the boss think of you!
"This is already our discount price!" It means the discount is too expensive for you! In fact, if you say that, you will die, because you have a discount and he still thinks it is expensive!
"Sir, I'll make it cheaper for you!" This kind of shopping guide is also common to me. Anyone can sell a bargain. Even if you have a discount, the customer will ask you to give another discount!
When the customer says it's too expensive, you can't say the above words, especially "Sir, I'll make it cheaper for you!" " "
Because the customer didn't call you a bitch, you took the initiative to be a bitch!
The customer said it was too expensive! Didn't you say it could be cheaper?
So you can't take the initiative to be cheap!
So when customers say it's too expensive, all we have to do is tell them why it's so expensive.
Instead of giving customers a discount!
How to tell? That's talking about goods.
But many people can't talk about the goods, and many people will say, "We are worth the money! A penny is worth a penny! " Very general, still about quality!
In fact, generally speaking, a commodity consists of many things: quality, price, materials, service, promotion, function, style, shopping guide, and even the location of the store (if you can come directly to the store to solve the problem). When we talk about goods, we will explain them from these aspects! You can't just talk about the quality of goods!
Traditional F what A can also be used, such as features, characteristics, advantages, benefits and so on. I don't quite understand this, please forgive me!
After that, the customer will immediately say, "Can you make it cheaper?"
"Can it be cheaper?"
First of all, we can't say "no!" Strong rejection will make customers have a strong dislike for you!
The boy chased the girl: "Let's have dinner tonight?" "no!" "Shall we watch a movie together?" "no!" "Shall we take a walk together?" "no!" As long as girls refuse boys like this, one day girls will get a sentence, "Do you think you are the only woman in the world?"
So when we encounter this kind of problem, we should avoid the customer's questions and don't answer them directly, because once we enter the price negotiation, we are passive, because the money is in the customer's hands! And our advantage is products, we know products better than customers!
Any customer who comes to buy something will bargain. You should be prepared for this, don't be afraid!
Usually don't bargain when shopping? I'm sure I will, even if I say it casually, because I feel like a sucker if I don't bargain! Must have been killed!
But there are times when you can't make a counter-offer, and there are times when you don't want to buy it if you can't see it, but you regret it halfway, so you turn around and sell out! I regret it in my heart
Therefore, it is normal for customers to bargain, so let's bypass the price first and let the goods attract him instead of pestering the price too much! As long as something is worth it, I'm not afraid he won't buy it! Of course, don't be too proud in front of customers!
So how to answer the customer? So,
"Can it be cheaper?" If you sell apples, don't answer him directly. You ask him, "How much do you want?"
Then he will have the idea: if I want more, he will be much cheaper!
If you don't sell apples, but you buy apples, how do you answer: "How much do you want?"
Don't answer directly how much you want, but ask him, "How much cheaper can you be?"
At this time, the apple seller should think: I want much cheaper, and he wants much more. You seized the initiative again!
What if it's a clothes seller? "Can it be cheaper?"
You replied, "put it on first and see if it fits." If not, you won't want it no matter how cheap it is. " Let him try!
"Look at the quality first. If the quality is not good, you will definitely not buy it. "
"Let's see if you like it. If you don't like it, don't. "
Talk about goods around the price.
Ordinary customers usually ask "how much is this?" "1888." "Cheap!" Many customers didn't even read the goods, but only glanced at them. Before customers like it, you will definitely lose money when you talk about the price! Introduce products and make customers excited!
If you like the goods after reading them, how can you talk about the price?
The first skill is the commonly used periodic decomposition method!
"Young lady, 720 yuan can wear a dress for two years and only draw two yuan a day. Very affordable! "
"Miss, such a beautiful bag can be sold in 380 yuan for a year or two, only a few cents a day, it's worth it!"
This is the most commonly used. Here's an unusual trick!
Replace "less" with "more"!
What do you mean?
We often hear the saying, "Come here if you buy less clothes." "smoke two packs of cigarettes less!" "Play mahjong less and put two cannons on it." "I'll come with less makeup twice."
This is what we often hear or say, but it is very wrong!
Because it reminds him of pain!
Smokers are uncomfortable without a cigarette, let alone two packs! What I hate most about playing mahjong is shooting, not to mention playing two more shots. It is even more impossible for a girl to wear makeup twice less. She would rather stay at home than go out without makeup! All this made them feel very painful.
Let's turn these pains into happiness!
Say this: "Consider yourself smoking two more packs of cigarettes." "Play mahjong and win twice more." "When I go to the beauty salon twice more." Wait a minute. Reminds him of happiness. Smokers are willing to smoke more, and beautiful women are willing to go to beauty salons. If Ma You wins more money, he will be happier!
In this way, we escape from pain and yearn for happiness.
As soon as you said it, he thought of happiness! When you are in a good mood, it is not so difficult to sell.
"I know your boss, cheaper!"
But what do you say when customers say so?
Many shopping guides said, "You know our boss, you can call our boss, and our boss will give it to you for free."
Your boss was mercilessly betrayed by you!
Some shopping guides said, "Then tell me."
The client said that I would go out and call your boss, and then I would never come back!
Because he doesn't know your boss at all!
You can't say, "You don't know our boss at all. You are fooling me! "
He won't buy it!
Actually, the client said he knew your boss, but did he really know him?
99% people don't know each other, and they only met your boss once at most. He doesn't even have your boss's phone number. How can you let him call?
Some people say, what if he really knows?
So, what do we do when we buy things from people we know?
Call directly: "Lao Zhang, I will go to your store to get a dress, and you will give me a discount." I said hello in advance.
So don't expose people who don't know and say they know your boss in front of you.
What we do is to give him face, but we will never reduce the price!
For example, "it's an honor to receive a friend of our boss", and it's an honor to admit that he is a friend of our boss. The turning point came: "It's just that the business situation is average at present. I will definitely tell our boss about your shopping in our store and let our boss thank you!" " Do it.
Note here that the inflectional word "but" cannot be used, because "but" is already offensive. Instead, it is "just, at the same time, there is another word" and " This word is not commonly used, but it is easy to use. You can try!
"Are there no discounts for regular customers?"
The customer is an old customer. What if I ask for a discount?
"As an old customer, you should know that we don't always discount!" wrong
"Knowing that you are an old customer, the price quoted to you is the bottom price!" wrong
"You are an old customer and didn't give you more quotations!" wrong
"Are there no discounts for regular customers?" Many old customers will ask this question.
In fact, think about it, old customers come here to buy things not because you are cheaper than other places!
Now the society is in an era of oversupply, and many shops can be found selling any goods.
A Nokia mobile phone, Gome and Suning have not changed, they are all Nokia mobile phones.
The difference is you!
Because he likes you, he becomes your old customer. If he hates you, he won't buy it from you for the first time, let alone become an old customer.
Bottom line: He thinks you are not only a business relationship, but also a friend relationship!
Customer: Then you are a friend. He thinks this is my friend's shop!
He even said to his friends, "If you want to buy a Nokia phone, just go to the XXX store and find that Xiao Zhang.". He and I are friends. If you mention my name, he will take good care of you! "
Therefore, when an old customer offers a discount, we can't directly refuse: "As an old customer, you should know that there is no discount here!" " When you say that, your old customers will be hit, and they will think, "I have been here so many times, I wonder if I can't get a discount?" That's what I asked, and you directly refuted it. What do you mean I should know that there is no discount and I shouldn't ask such an idiot question? "
So what's the answer?
First of all, give old customers face and let them feel your sincerity!
Say, "Thank you for always taking care of me. I'm glad to be a strong friend like you, but I really don't have such great rights. Otherwise, next time you have a gift, I will apply and leave one more for you. " Do it!
Old customers come because they have feelings for you, not because you are cheaper than other places!
As long as you are not taller than other places! Can keep old customers!
20% of the old customers create 80% of the benefits. Don't kill it
"How many years has your brand been? Why haven't I heard of it? "
"You may seldom wander this street." wrong
"You haven't heard of our big brand?" wrong
"Maybe you didn't see it when you were shopping." wrong
"There are many brands you haven't heard of." wrong
We can answer the first question directly, but we can't answer the second question correctly!
As long as you answer the second question, customers will keep asking until they are satisfied!
So we should guide him when we encounter this problem.
How to guide?
Ask!
"Why haven't I heard of it?"
When did you notice our brand? "I just noticed it today." "That's great, just know."
Take it away directly and don't dwell too much on this issue!
"The style is out of date!"
What's our answer?
There are two kinds of such problems: one is really out of date! The other is the new model, but the customer misreads it and thinks it is out of date.
Let's talk about the first case-it's really out of date!
Things are really out of date, and customers are right. Many shopping guides will say, "This is a classic, and good things are always welcome!" Or: "Yes, good things will take so long!" " "
None of these statements can be wrong! Because I didn't deny the customer, I also made it clear.
But that's not what I said!
The customer said, "It's out of date!" My statement is: "So buying now is the most affordable!"
For the second kind of customers, they are wrong and regard the new product as outdated!
First, you can't deny the customer that "this is a new product, you are mistaken!"
Second, we can't admit that this is an old model, because it is really a new model!
So what should we say?
For example, "Yes, this one is similar to the last one, but (don't use it) we have made some innovations here. . . . Some innovations have also been made here. . . . Some innovations have also been made here. . . . "Finally, let customers draw their own conclusions: this is a new model!
Don't deny your customer, even if he is wrong, agree with him first, and then guide him!
"Boss, I don't need such a good thing!"
When we recommend a product that we think is good to our customers, they think it is good, but it is too expensive and many functions are useless, or we don't intend to buy such a good thing. Customers often say, "I don't need such a good thing!" "
Many salespeople will say, "It's not that good!" "In a word, denied everything I said before!
Everyone likes good things, but he just thinks the price is high or beyond his budget.
If you like it, you just think the price is high.
My answer is this: "at this price, buying such a thing is already the best deal!" "
It's beyond my budget! "I don't have enough money! "
When you introduced it to the customer, the customer said, "This is beyond my budget." At this time, one of the things that many shopping guides will do is to introduce the goods. Some shopping guides also said, "We have cheap ones here, look here!"
Customers will take a casual look and leave, because you make him feel a little insulted, as if he can only buy cheap goods.
So, remember, introducing goods is the last resort!
Really can't, then I'll introduce it!
The customer said, "It's beyond my budget!" What should we do?
He just said, over budget!
If you are an old shopping guide, you can tell whether he can afford it from his clothes and manners.
If you are a new shop assistant, what should you do?
Ask!
Ask directly!
"What's your budget, sir?" In this way, the customer will quote a number and see what he quotes!
If your stuff is 1000, and he says my budget is 800, then you know it's not over budget, but he wants to save 200.
This is what we have to do. Continue to introduce the goods, don't worry about the price, and let him put it down through composition and touch.
If your item is 1000, and he says my budget is 200, it's really over budget, then at this time, we will transfer the goods.
But don't say, "It's cheap here, you can look here." Be sure to consider the dignity of customers.
For example, "Sir, we also have some new models here. Let me introduce you. "
When a customer used to look cheap, he understood. In this way, you will give the customer face and earn the goods.
The customer asked, "What if your company goes bankrupt?" Something like this: "What if your brand is withdrawn?" "Beauty, let's have dinner tonight!"
The first reaction of many shopping guides when they hear this is to prove that the company will not go bankrupt!
"Our company is a big company in the world, with abundant funds and excellent brands, and has served customers for many years. . . . . "Wait, it's all to prove the strength of the company.
"Our company has withdrawn the cabinet, and there are shopping malls. Now the mall is responsible for purchasing goods! "
"We are a national chain, and there are other places to withdraw cabinets here."
This answer can't be wrong, but it is not good!
Why do you say that?
Everyone thinks about it: where will customers say this!
Yes, at the last minute. Customers will never say, "What if your company goes bankrupt?"
In other words: customers will definitely buy this sentence!
As long as you are ready to collect money, don't dwell too much on this issue!