In my opinion, we must have a positive sense of service first. The existence of customers may not necessarily have demand, but they may just wander around. At this time, we can't ignore customers just because they don't shop. We should treat everyone who comes to Jinhua as a shopping customer and serve them enthusiastically. Some customers who may not shop will also become potential customers because of warm and thoughtful service. Some customers are more picky. Be patient with these people. Don't be dissatisfied because customers try on more clothes, let alone hurt people and completely lose customers. This kind of thing has happened in other shopping centers, and many people have experienced it personally. Front-line posts, dealing with customers face to face, represent the image of Jinhua, so we should always maintain service awareness and take the initiative to attract customers.
Secondly, you can't bring the emotions in your life to work. This may be a good way to keep smiling. Imagine that when a customer arrives and sees the clerk listless or unhappy, even if it is not aimed at the customer at all, the customer will think it is aimed at himself and may leave. There is an English proverb that says: Your smile is my reward. Wouldn't it be nice if we went to work with a smile and finally won the smile of our customers?
Third, pay attention to your appearance. Because such a shopping center will attract many customers, including Chinese and foreign tourists, and do not pay attention to their own image, how can they serve customers better? So leaning on the counter, chatting together, eating and so on will affect Jinhua's image, which is unacceptable.
Fourth, mastering the most basic English conversation, such as 100 shopping guide English, is very useful and enough to serve foreign customers, but it takes oral English and practice to use it freely.
Familiarity with goods. This requires mastering all aspects of the goods you sell and satisfying customers' questions about the goods as much as possible. For example, the fabric of a suit is 65% cotton and 35% viscose. Customers may ask what viscose is. At this time, it is necessary to make it clear to the customer so that the customer can understand it thoroughly. Or home appliances, there are many principles that customers may not understand, and they should be explained in a language that customers can understand, such as starting with functions. In short, front-line sales must be fully familiar with the goods they sell and give customers confidence.
Question 2: How to be an excellent shopping guide? Customers who enter the store generally stay for a short time, most of them just wander around and leave, and many shopping guides also report that no matter how hard they try, the results left are still unsatisfactory. Status quo: Unable to retain customers is a common problem in every store at present, and it is also a key link that affects the promotion of store sales performance. Analysis: Before customers enter the store, the company will spend a lot of money to attract customers into the store, from brand promotion to storefront construction, such as floor, lighting, stereo, window and so on. These links in the store are more important and are the hardware facilities to attract customers into the store. Within 3 minutes after the customer enters the store, if the shopping guide can't establish a basic relationship with the customer, that is, the customer doesn't want to listen to the introduction of the shopping guide, then the next product introduction will get twice the result with half the effort and even attract customers' boredom. Customer behavior description: A, I'm just looking around ... B, I either wander around and walk away. C, silent, expressionless. So: 1 Why don't customers want to listen to the introduction of shopping guides? 2. Why not care how hard the shopping guide works? 3. Why do customers just wander around? 4. Why do customers always deal with us and just look around? The answer is: there is a kind of money interest relationship between customers and shopping guides, which leads to customers' distrust of shopping guides. There is an ice belt, and its existence is an obstacle, which is even more indifferent! As a shopping guide, if we want our customers to stay, listen to our explanations and communicate with us, we must do it: break the ice belt, that is, how to melt it. Let's first analyze the psychological state of customers when they enter the store, so as to objectively understand their behavior. When customers enter the store, it is inevitable that they will have a certain degree of vigilance. Usually, they are unwilling to answer the questions of the shopping guide, and they are even more unwilling to talk, because they are afraid that once they open their mouths, they will talk a lot. Before customers enter the store, we should enter the welcome state; 1, welcoming guests is our first impression to customers-its biggest goal is to make customers feel comfortable when they enter the store, and not to let customers feel strange, confused and alienated at once; 2, find the right time to get close to the customer according to the store practice: customers will receive it as soon as they enter the store. There are usually four kinds of first words in the reception: A. "What can I do for you, sir?" B, "What kind of products do you need, sir?" C, "What price do you need, sir?" D, "Look around first, sir, and call me if you need anything!" How to answer such an interview? The answer is often: I'll just look around first! Or pretend not to hear. Then, there will be a layer of communication "ice belt" between the shopping guide and the customer, and then the introduction will be stiff or even embarrassing. Of course, the difficulty of promotion will also increase. In fact, customers come into the store for a certain purpose. Before they find the target or find a product that they are slightly interested in, the shopping guide will intervene in the customer's thinking range in advance-even introduce the product endlessly, which is often rejected by the customer's current psychology ... Summary: the shopping guide should not receive the customer too early, which will lead to rejection; But it can't be too late, which will also make people feel left out and the service is not thoughtful. Shopping guides need to learn to observe from the corner of their eyes and observe the right time. In general, customers entering the store are divided into two categories. One kind is active customers, who are eager to find the target as soon as they enter the store, or directly ask the shopping guide if they have the products they need. The second category is silent customers, who don't talk when they enter the store. Some of them are gentle and the overall rhythm is slow. Active customers are relatively easy to receive. For example, a customer looks around when he enters the door, which seems a bit urgent. At this time, you can start the following shopping guide process. As for the second category, it is the biggest headache for everyone. For silent customers, customers must be given a certain choice space, including time space and physical space. If you say at this time: Sir, what can I do for you? That will put some pressure on customers, causing them to say "just look at it first". Analysis: After welcoming guests, the shopping guide should give customers 10-20 seconds to browse independently. This time is the opportunity-seeking stage of the shopping guide. Under normal circumstances, in this short period of time, silent customers will have the following five situations; A, touch the goods by hand to see the label; B, always looking at the same commodity or similar commodities; C, look at the shopping guide after reading the goods, D, stop and go, it is a bit embarrassing to want to go in; E, the browsing speed is very fast, and there is no obvious goal. Analysis: At this time, the shopping guide should step forward quickly, seize this critical opportunity and start to approach the customer ... First, guide ... >>
Question 3: How do salespeople do their jobs well? First of all, you should like your job from the bottom of your heart, treat people sincerely and enthusiastically, work hard, have the courage to bear the pressure and unhappiness brought by various customers, and try your best to resolve it. In fact, as long as the mentality is adjusted, it will naturally do well.
Question 4: How to be a good salesman 1. A deep insight into human nature.
Business activities are the livelihood of like-minded people in society. Without the ability to gain insight into human nature, it is difficult to achieve results. What are the customer's values? What is the way of thinking and action? What kind of communication do you belong to? ..... Salespeople should be able to classify themselves. Specifically, it is a strong curiosity about people and the ability to develop interpersonal relationships.
Second, the ability to collect information.
Business activity is also an operation of collecting and utilizing information, and we must have this ability. The higher the ability to collect information, the more you can find out the customer's information and establish contact through flexible use.
Third, excellent problem-solving ability
The activity of a shop assistant is also an operation to solve continuous problems. He should be able to guide the real needs of customers, solve their problems, effectively use professional knowledge and technology, and give suggestions on specific programs.
Fourth, build empathy.
On the one hand, business activity is a kind of technology, but it is ultimately realized as a human nature problem, so it requires the quality of establishing empathy with the other party. Mainly have empathy for customers' hobbies and lifestyles, are sensitive to social changes and popular things, and have an approachable personality, and can stand in the other side's position to see the problem and get the praise of customers.
Five, the ability to deal with people
This is a soft response method based on customer personality. This ability mainly comes from careful training and accumulation of experience, which can be said to be the business ability of maintaining good trust and close contact between sales staff and customers.
Sixth, the ability to master commodity knowledge.
The last thing a salesperson sells to a customer is a commodity. No matter how good the social discussion is and how good the customer's psychological state is, if the goods can't be explained well, the business can't be done in the end. The self-confident behavior of salespeople comes from having rich commodity knowledge, which is linked with the deep trust of customers. Therefore, it is absolutely necessary for salespeople to master rich commodity knowledge.
Question 5: How to play the salesman game well?
[novice]
Sales success = diligence+inspiration+skill+luck
Sales and marketing are two different concepts, and sales should be included in and part of marketing. Marketing refers to "management and sales". In the development of an enterprise, two factors are indispensable, that is, "marketing" and "public relations", just like a pair of wings of a bird, you can't fly without either! In the concept of marketing, "management" is more related to management and more inclined to internal management of enterprises; And sales are more external: how to make our products flow to consumers smoothly and make profits under the extremely fierce market competition. How to manage our sales team well, fully stimulate the potential and maximize the team strength; How to establish our sales network; How to maintain and manage our customers is the content of sales work. Therefore, sales can not be separated from management, and there can be good sales without good management.
Nowadays, many enterprises are not necessarily proficient in sales, and a sales expert is not necessarily a good manager, so there is a shortage of talents who know both management and sales.
For example, Shi Yuzhu of Giant Group, the brain gold miracle is well known. Although he knows sales, his management can't keep up, and the giant building is gone; Shida Computer in the IT field once created a myth from 16 people to1600 million people, but IT finally disappeared in the IT field because of a group of people who only knew management but didn't know the market. Zhang Ruimin, president of Haier, is the first in the home appliance industry, because he knows how to manage and sell. So don't just work hard, learn the way of management. Each of us has a chance. As long as everyone is ready, maybe one day a marketing expert of biological products will be born in our "Riel Alliance"!
So how can we do a good job in sales?
There are two aspects here: first, as an enterprise, how to do a good job in sales, with so many leaders here, I dare not talk about this issue. The second is how sales staff do a good job in sales. Today, as a grassroots salesperson, I would like to discuss with you how our salespeople should do a good job in sales from the perspective of salespeople.
Edison once said: "There is no real genius in the world, and the so-called genius is 99% sweat+1% inspiration"; Yolanda, a famous marketing god, said: "The success of sales is 99% effort+1% skill"; Joe girard's 76 golden rules also said: "The success of sales is 99% diligence+1% luck". There is no denying that they are all successful people, so what they say is reasonable. From these three sentences, we can see that any success has a price and needs a lot of effort, and "inspiration", "skill" and "luck" are also indispensable factors for success. When we consider it, we can get the following formula:
Sales success = diligence+inspiration+skill+luck
I wonder if you agree with this formula?
Then how to do a good job in sales has the answer:
First: Diligence. (Brain diligent, eye diligent, ear diligent, mouth diligent, hand diligent, leg diligent-six diligent)
If you want to do a good job in sales, you must first be diligent, which is also an essential quality for a business person. There is a saying in the marketing field: "The performance of a sales mediocrity who stays with customers all day must be higher than that of a sales genius who stays in the office all day." This sentence is very good, "diligence can make up for it"!
Diligence is reflected in the following aspects:
First, study hard and constantly improve and enrich yourself.
1. Learn the knowledge of the products you sell, the knowledge of the industry and the knowledge of similar products. Only in this way can we know ourselves and ourselves, can we appear in front of customers as "professional" salespeople and win their dependence. Because we also have the feeling that when we go shopping, or when others recommend products to us, if the other person has a little knowledge or a little knowledge, there is no doubt that we will discount what we want to buy and the impression of this person. When we see a doctor, we all like to go to an "expert clinic" because it is reassuring. Now the advertisements are also: China Mobile-Communication Expert, Jiu Wang Mu-Pants Expert,-Kitchen Expert. Our customers are the same. They want a "professional" salesperson to stand in front of them, so that they will accept us as people and our company and products.
2. Learn and accept other knowledge outside the industry. Just like literature and art, sports, politics and so on, we should keep learning. For example, how the Houston Rockets in NBA won or lost recently, Yao Ming's performance, the status of the six superstars of Real Madrid, whether Pele joined Real Madrid and so on. These are all materials for chatting with customers. Where is it? > & gt
Question 6: How to be an excellent shop assistant? It is ok for a shop assistant to do the following things: 1. First of all, dress yourself well, don't exaggerate, dress neatly and appropriately, wear light makeup, have a fresh breath, don't wear heavy makeup, feel ordinary and friendly as a whole, and never seek novelty and novelty. 2. Have the professional knowledge that the salesperson you are engaged in should have. Understand the performance, price and applicable crowd of the goods you sell, especially the experience and after-sales service. And did it like the back of my hand. 3. Speak Mandarin, and don't speak too loudly with customers, but moderately. Don't talk too fast, don't blindly introduce products, so that customers can't reach them. Pay attention to the needs of customers and give targeted answers. Sometimes it's disgusting to introduce customers blindly. 4. Use polite language. 5, abide by the rules and regulations of the mall, unite comrades, such as two people responsible for the counter together, do a good job of unity. 6. Pay attention to observation. It is helpful for your work to observe the consumer groups of the goods you sell and master their characteristics. Believe in yourself and wish you success! ! ! ! ! ! !
Question 7: How to be a good shop assistant? Civilized language is different from speaking skills: civilized language mainly chooses words; Speaking skills focus on how to use words flexibly and tactfully. Only by organically combining the two can customers sound natural, comfortable and happy, and the organic combination of the two is exactly where the counter language art skills lie. First, the skill of asking customers to approach the counter, the salesperson should say hello to the customer first, which is a concrete manifestation of polite hospitality and should be strongly advocated. However, there are often some special circumstances. In the first case, taking the initiative to ask questions will cause customers' disgust. If a customer approaches the counter, the salesperson will ask, "What do you want?" Instead of accepting this question, the customer asked the salesman, "If you don't buy it, you won't be interested in me!" As a result, both sides were embarrassed; The second situation is that sometimes because of the busy business or other objective conditions, it is impossible for salespeople to ask questions to every customer actively; The third situation is that some customers only look at the goods, and the salesperson doesn't ask. In these cases, it is particularly necessary for salespeople to correctly use the skills of mastering active questions. 1, seize the opportunity to ask questions and use civilized language appropriately. When customers stop at the counter, when customers wander around the counter looking for goods, when customers touch goods or discuss goods with other customers, when customers come to the counter with money, it is a good opportunity for salespeople to ask customers. Language must be civilized, polite, sincere and cordial, and the first sentence should be properly addressed. What do you need, comrades, old people and children? 2. Clever use of conversion language, from passive to active. For example, the assistant at the clothing counter was sorting out the goods and didn't notice the customers coming to the counter. At this time, the customer shouted to the clerk, "Comrade, show me this dress." The clerk should put down the sorted goods at once. While putting down his clothes, he asked, "Are you wearing it or are others wearing it?" This question belongs to the conversion language, from passive answer to active question, which can lay the foundation for the smooth progress of the whole service process. 3, flexible, improvise. When salespeople ask customers questions, they can't stare at "Comrade, what do you want?" "Master, what do you want?" . The content of the question should be improvised. To do this, first of all, salespeople are required to flexibly decide the content of questions according to the characteristics of customers' age, gender and occupation. This kind of active questioning can dispel customers' doubts, and at the same time, it can quickly understand customers' purposes and provide a basis for the next service. Secondly, the salesperson is required to master the way and content of asking questions flexibly according to the actions and gestures of customers in front of the counter. For example, when a customer touches the cloth in front of the cloth counter, the salesperson can ask, "What do you want to buy the cloth for?" "For whom" and so on.
Question 8: What is a shop assistant? How to be a good shop assistant? First, the ability to deeply understand human nature.
Business activities are the livelihood of like-minded people in society. Without the ability to gain insight into human nature, it is difficult to achieve results. What are the customer's values? What is the way of thinking and action? What kind of communication do you belong to? ..... Salespeople should be able to classify themselves. Specifically, it is a strong curiosity about people and the ability to develop interpersonal relationships.
Second, the ability to collect information.
Business activity is also an operation of collecting and utilizing information, and we must have this ability. The higher the ability to collect information, the more you can find out the customer's information and establish contact through flexible use.
Third, excellent problem-solving ability
The activity of a shop assistant is also an operation to solve continuous problems. He should be able to guide the real needs of customers, solve their problems, effectively use professional knowledge and technology, and give suggestions on specific programs.
Fourth, build empathy.
On the one hand, business activity is a kind of technology, but it is ultimately realized as a human nature problem, so it requires the quality of establishing empathy with the other party. Mainly have empathy for customers' hobbies and lifestyles, are sensitive to social changes and popular things, and have an approachable personality, and can stand in the other side's position to see the problem and get the praise of customers.
Five, the ability to deal with people
This is a soft response method based on customer personality. This ability mainly comes from careful training and accumulation of experience, which can be said to be the business ability of maintaining good trust and close contact between sales staff and customers.
Sixth, the ability to master commodity knowledge.
The last thing a salesperson sells to a customer is a commodity. No matter how good the social discussion is and how good the customer's psychological state is, if the goods can't be explained well, the business can't be done in the end. The self-confident behavior of salespeople comes from having rich commodity knowledge, which is linked with the deep trust of customers. Therefore, it is absolutely necessary for salespeople to master rich commodity knowledge.
Question 9: How to be a mobile salesperson 1, stick to the post, conscientiously implement the company's various norms and systems, strictly abide by work discipline, and obey the command and dispatch;
2. Keep the gfd clean and tidy in strict accordance with the requirements of code of conduct and service etiquette, and pay attention to keeping the service front desk clean and tidy.
3. Be familiar with the procedures, operation procedures and tariff standards of various businesses, strictly abide by the service specifications and business operation specifications, and handle the required business for customers quickly and accurately. For big customers, we should fully embody the principle of priority and high quality;
4. Proactively and patiently explain the questions raised by customers and help customers handle business correctly;
5. Actively introduce value-added services to customers, and patiently introduce them in detail if customers need them;
6. Be responsible for collecting customers' information and suggestions, and make corresponding registration. Timely feedback the thorny issues in the work, and maximize customer satisfaction without violating the company's principles;
7. Actively cooperate with the training work, participate in various trainings on time, not be late or absent without reason, and strive to improve their service level and business skills; Actively carry forward team spirit, learn from capable people, teach the weak, and improve the overall level of the business hall;
8. Be sure to make all the preparations in advance before going to work, such as sorting out invoices, putting up leaflets and changing petty cash. , and do a good job of handover to ensure that the front desk work of the business hall is carried out in an orderly manner;
9. Keep abreast of and be familiar with the company's business development, attend pre-shift and post-shift meetings, explain the latest situation to the personnel on duty and ensure that every colleague knows clearly;
10, the personnel on duty must check whether the sales, inventory and income of all kinds of cards are consistent in time after work, and make relevant records; And do the finishing work, sign the clerk's finishing work confirmation form.
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12. Earnestly do a good job in revenue collection, ensure the safety and integrity of funds, and timely deliver all the operating funds on duty to the superior;
13, actively participate in various collective activities organized by the business hall, and put forward reasonable suggestions for the work of the business hall.
14. Participate in other work required by regional service marketing.
15, the salesperson in charge of VIP room service, in addition to the above duties, also undertakes the following duties:
(1) Responsible for the services of individuals and major customers in this region;
(2) Responsible for retaining high-value customers and VIP customers who cancel their accounts in advance or officially in the business hall;
(3) Responsible for the active service of diamond card and gold card members in the business hall area;
(4) Responsible for accepting the pre-business of individual key customers transferred by the 10086 hotline and the key account manager;
(5) Responsible for collecting and reporting the marketing information of personal key customer service of competitors in the region.
16. The sales staff responsible for the service of the group's customer area/special seat shall, in addition to the above duties, also undertake the following duties:
(1) is responsible for accepting the group business of group customers in this region;
(2) Responsible for the services of key customers of the Group (including key customers of the Group, liaison officers of the Group and business managers of the Group) in the region;
(3) Responsible for accepting 10088 group customer hotline and the group customer reservation business transferred by the account manager;
(4) Responsible for retaining key members of group customers who make an appointment or formally cancel their accounts in the group customer area/special seat of the business hall;
(5) Responsible for collecting and reporting the group customer service marketing information of competitors in the region.
Question 10: How to do a good job in shopping guide? 1. What are the criteria for measuring a successful shopping guide?
First of all, he must be a good employee who is loyal to his duties. Faithfully implement the policies of the company; Maintain company image and brand reputation; Properly handle all kinds of relationships, which is the basic standard to be a good employee; Second, he must be an expert in shopping guide. Have good sales performance; Get the support of company colleagues; The customer's satisfaction with it is very high, which is the standard to rise to a successful employee.
Second, how to satisfy customers
The formation of customer satisfaction is mainly influenced by customer expectation, customer perceived product value, customer perceived service value and customer purchase cost.
Experience, experience, word of mouth, seller's commitment, competitor information, etc. Constitute customer expectations. If the value of products and services perceived by customers is higher than expected, they will be satisfied and repeat the purchase. Visible, in the case of unchangeable product value, the service value embodied by shopping guide is how important it is to improve customer satisfaction.
Service quality mainly includes technical quality, that is, output quality (products and gifts), which is objective, and functional quality, that is, process quality (attitude, dress, words and deeds), which is subjective and reflects the personal quality of shopping guides.
Customer's evaluation of service quality is based on five aspects: reliability, responsiveness, safety, empathy and substance.
If customers are very satisfied with the above five aspects, then the shopping guide provides customers with what we call "quality service". Excellent service means that the customer feels that the service quality based on the above five aspects is greater than his expected service quality. The process of this psychological activity is dynamic. The perception of what you see and hear is the continuous accumulation of customers. Quality service is an important source of customer satisfaction, and the pursuit of quality service is endless.
3. What knowledge structure and shopping guide skills should a shopping guide have?
The knowledge structure needed for a successful shopping guide: ① enterprise knowledge: product line and its length, depth and width; Corporate culture, history and vision. ② Product knowledge: Very familiar with the performance, characteristics, operation demonstration and maintenance of each product; Understand and master the company's product-related business policies. 3 marketing knowledge: how to do brand promotion activities. ④ Psychological knowledge: Understand the purchasing psychology of customers. ⑤ Public relations etiquette knowledge: how to communicate with people and how to show your image.
The shopping guide plays a very important role in the process of customers' purchase: first of all, he is a service expert and marketing representative (organizer), who can guide customers to shop. Secondly, he should be the representative and ambassador of the customer's position, consider the customer's needs, and let the customer perceive from his words and deeds that the product is the most suitable for him. Role positioning is a very important part of shopping guide skills. Successful shopping guide also needs to master a series of basic skills such as product demonstration, operation skills and communication skills.
Because the standard of quality service is endless, the improvement of shopping guide skills is closely related to every shopping guide. Today's quality service is not necessarily tomorrow. How to improve shopping guide skills? This may be the most concerned issue for shopping guides, including successful shopping guides.
First of all, we should be prepared before shopping guide. The initiator, influencer, decision-maker, buyer and user of the purchase must understand what the customer says and does, so as to find the breakthrough point. Secondly, we need to thoroughly understand the customer's buying process.
Need to know, collect information, choose, plan evaluation, purchase decision, post-purchase behavior, these are the basis of upgrading skills. Only by truly understanding the customer's purchase process can we provide different services with the progress of the customer's purchase process. Third, program some basic shopping guide processes.
Shopping guide trilogy:
Step 1: greet and receive customers warmly and thoughtfully, communicate with customers as soon as possible, show professional image (neat uniform, use Mandarin, introduce yourself), treat customers politely (smile, stare, polite language), keep a certain distance (leave customers a certain space and time), and take care of their peers;
Step 2: Communicate (discuss) with customers wholeheartedly, be confident in contacting customers, be careful in observing customers, be sincere in caring for customers, be tempted by interests, be careful in product display, be patient in communicating with customers, grasp customers' curiosity, make good use of customers' herd mentality, handle objections carefully, and have a normal mind about customers' purchase decisions;
Step 3: Promote the purchase. Seize the opportunity of the transaction, skillfully promote the purchase, testing, inspection, invoicing and assistance in payment, seeing off customers and returning to customers.
Tough personality, rich ... >>