When new customers enter the store, they need to be received quickly. In daily life, as a salesperson, our main job is to recommend our products to customers. Let’s take a look at the text and related information for new customer reception.
Generally speaking, during this entire process, customers will go through four key stages: the customer has just arrived at the store - the customer has entered the store - the customer has stayed in the store - the customer is purchasing - the customer has left the store. The speech analysis of each link is as follows:
First, the customer has just come to the store.
Analysis: Before customers come to the store, shopping guides must stand in a good position, keep a distance of three meters, smile and nod, greet verbally from a distance of two meters, and warmly welcome customers from a distance of one meter, so that customers can happily walk into the store. Its standard greeting should be:
"Hello, Mr./Ms.! Welcome to Boss Electric!"
Simple and clear text, highlighting three important factors: Greeting , greet people, and implant brand names.
Of course, when facing many customers or regular customers who come to the store, our greetings are different:
"Hello, Mr./Ms. Wang! I'm glad we meet again!" "(Handshake)
Second, customers enter the store
Analysis: For ordinary customers, the home building materials industry is an industry that does not attract much attention. If there is no demand for products in this area at home, customers will basically not know the specifics of the brand and industry. However, when they have demand for these products, customers are eager to fully understand the industry and knowledge, so those who have just come to our store
They enter the store to serve as judges, mainly because they want to have a comprehensive understanding of the entire industry. But when they come to a strange environment and face an unfamiliar shopping guide and are very unfamiliar with the products, they must go in with a mentality of being wary of being deceived.
At this time, the shopping guide must be able to calm the atmosphere and stabilize people's hearts to stabilize customers. So many words are reflected in the content of care:
For example, if the weather is very hot/cold, the speech should be: "It is very hot/cold today. It is cooler/warmer here. Let's drink a glass of water/heat first." Water/tea/coffee."
For example, when a customer walks in tiredly, he should say: "I am definitely tired of shopping around. Let's sit here and drink some water/tea first. /Coffee."
For example, if the customer brings a child, he should say: "Hey, the kids are so cute, come on, we have a lot of toys here!""
Be concerned about customers or pay attention to the words spoken around them, relax customers' emotions, and avoid starting to talk about buying and selling products.
Third, customers stay in the store
Analysis: whether customers are willing to enter the store. The stay depends on the three minutes after entering the store. Why is it three minutes? Because usually most strangers enter the store. Although there are care or attention when entering the store, there are service actions of bringing tea and water, but the customer's defensive mentality. Still exists, build trust in yourself as soon as possible within three minutes, so that customers are willing to stay in the store. At this time, our words should focus on building customer trust.
There are three common ones. Speech methods:
1. Self-introduction speech
"Sir/Ms., let me introduce myself first. My name is Wang xx, the king of three horizontal and one vertical. He is our gold medal kitchen appliance consultant for Boss Appliances. Please call me Xiao Wang! "(Hand the business card)
"Can you get Mr./Ms. Zhang's business card? Sir/Madam, what is your surname? ”
Let people know you, know how to call you, know your identity, and know what problems you can help others solve! At the same time, you can easily exchange business cards and learn the customer’s last name.
2. Background information and polite words.
"Which community do you live in?" "Is the home newly decorated or renovated?" "How is the progress of the house decoration?" "How big is the house?" "What style is the decoration?" ”
By greeting these questions in a casual way, firstly, you do not talk about sales directly, and secondly, you grasp the background information for subsequent product recommendations to customers, and also find topic support for subsequent compliments.
3. Sincere words of praise
"xx community, I heard that the environment of this community is very good, with a large green area, many sports facilities, and a well-equipped swimming pool. Mr./ Madam is really lucky to live in this community! ”
“With such a large house area of ??120 square meters, you can tell at a glance that Mr./Ms. must be a successful person!”
“ xx style, many friends choose this decoration style this year. This style is very fashionable and tasteful. Mr./Ms. are really good at choosing!"
Of course, you can also praise it in other aspects, such as sound and personality. Image, clothing, etc.
Praise with body movements (eyes, smiles, gestures, etc.). ) will increase the like effect a lot.
4. Marketing speeches with the same words
Listening to the accents, I found the same point: "Mr./Ms., you seem to be from xx, right?" "Oh, then we are fellow villagers!"
Looking at the clothes, I found the same point: "Sir/Ms., you also like this clothing brand, and I also like it, especially the spokesperson of this brand!"
Listening to the voice, I found the same point: " Sir/Miss, your voice sounded like my best friend. At first, I didn't pay attention to the speech. "I'm so happy!" "Of course, during the greeting process, we can also find more similarities: alumni, same tone of voice, hobbies, idols, hairstyle, following the same TV series and other topics.
New customers enter Store reception 2. If customers enter the store for sales.
When customers enter the store, they should first give a welcome speech. When customers browse the products, they can follow them at an appropriate distance and observe their actions with the rest of their eyes. Appropriate space and time to appreciate the goods. By then they will enter the reception and introduction.
So what key actions will the customer take during the browsing process?
1. Look at the product with your eyes open.
2. Find the label and check the price. 3. Look in the mirror and ask for details.
Once the above appears. The shopping guide should pay attention to the key actions, indicating that the customer is interested in this dress or this type of dress. At this time, you should start to introduce the product in detail and provide high-quality service!
Of course! , In addition to selling the right products to customers, the appropriate scenario is also helpful for our sales.
First, new product recommendations
Customers pay more and more attention to the style of the product. Is it the latest and most popular? Generally, the latest products are one of the biggest selling points in sales.
Recommended speech
1, "Girl, this is the latest model we have just arrived. . Let me introduce to you...".
2. "Hello, this is the most popular simple style this year. Please go this way! Let me introduce it to you in detail. ”
3. “My dear, you are very discerning. This one is very suitable for urban white-collar workers like you. Try it on and get a feel for it. "
False rhetoric
1. "Madam, a new product has just arrived. Are you interested? ".
2. "This is our latest model. How do you like it? ".
3. "Dear, red is popular this year. How do you like it? ”.
Second, product promotion
Sometimes shopping guides only care about the sales of new products and often ignore the introduction of promotional products. You must know that some customers who pursue cost-effectiveness are very concerned about discounts. .
Recommended speech
1, "Miss, we are doing an event in the store, and it is the best time to buy now! ".
2. "Hello, welcome to a certain brand. Currently, all products are 12% off, and you can get it if you buy more than 2,000 yuan...".
3. "You are so lucky, now you are offering a big discount, 50% off the entire store. ”
4. “You are very lucky, now you are doing the activity of buying new products for xx”.
False rhetoric
1, “This is ranked For sale, please take a look."
2. "These are old products, buy 3 and get 1 free."
Third, praise the customer
Appropriate praise will make the customer happy, and the customer will feel "whoever you give the money to will be happy after giving it."
Recommended speech
1. "Miss, you are really discerning. What you see is the style of our designer this season. There are only two pieces in the whole store...".
2. "My dear, you are so good at dressing up. The plain coat matches you so well."
False rhetoric
1 , "My dear, the one you tried on looks much better than the one you wore when you first came in."
2. "It looks much better on you than on your friend."
Fourth, create uniqueness
For products that customers like, you have to express the rare effect of the opportunity and let customers seize this rare opportunity.
Recommended speech
1. "Our promotion period is these two days. There will be no discounts after that, so buying now is the most cost-effective time, otherwise you will spend hundreds more Just use that money to buy more other things."
2. "Miss, the latest styles designed by our designers are limited production and limited sales in order to ensure the uniqueness of the style. ".
False rhetoric
"You can go shopping as you like. There is absolutely no such style in the whole mall."
In fact, when we have a When there are good opportunities and good services, we will get different sales results. Therefore, during the sales process, shopping guides must pay attention to the scale and provide customers with the most "comfortable" service.
Words for greeting new customers into the store 3 Sales wording skills for various situations and problems
1. When the customer says "I don't need a product with so many functions and such good quality" What should the salesperson say? Wrong statement: "This is not good either!" I understand you. I just want to know why you said that. Correct statement: "What you said is absolutely correct, but selling such a good product at this price is a good deal."
2. When customers have objections to the after-sales service of the product, the salesperson should How to say? Wrong statement: "I can't help it if you say that." "Why do you say that?" Correct statement: "What do you think makes you confident?" Just like the first salesperson's answer is obviously a bit emotional, the more emotional you are , the more customers will feel that there is something wrong with your after-sales service.
3. When a customer says he is a little fat, what should the salesperson say? The wrong statement is "not as fat as you say". The correct way to say it is: "No, being full is a blessing for a person. It means you are happy, right?" Besides, many people can't force this. "
4. When a customer says the price of a product is high, what should the salesperson say? Wrong statement: "It's not expensive! Compared with our peers, our prices are not much higher. ” Correct statement: “Customers buying products today care about value rather than price. I believe you are more experienced than us in this regard. You will know after reading the product first. "Only in this way can customers recognize it, and then they can continue to use this method to make customers recognize it and finally close the deal.
5. When a customer says your product is so expensive? What should the salesperson say? Wrong statement: “Is this price still expensive? "We don't bargain here." "Then give me a price." "There are activities in the store now, so you can buy as much as you want." This price is the most suitable. ”
Correct statement: “Yes, I understand that if you just look at the marked price, it will indeed make people feel this way, but I want to tell you that our high price is entirely due to our good after-sales service. Everyone pays attention to after-sales service when buying products, especially for such large products.
You have to follow up after the sale. Do you think I'm right? To give the simplest example, why do many people now buy houses in school districts just for their children? In addition, the construction of this type of community must be better than other places. Do you think so? "
6. When a customer says it can't get any cheaper? What should the salesperson say? Wrong statements: "There's really nothing we can do" "We can't do anything according to company regulations" "I'm really sorry, this price is really bad" It's the best deal." Correct: "Yes, I understand how you feel.
Because we all want to buy the best products at the cheapest price, but I'm really sorry. Hope you can understand that every product has its cost, and we need quality and after-sales service to guarantee it, right? "
7. When a customer says that I am an old customer, can't you give me a little more discount? What should the salesperson say? I'm afraid many people have encountered this situation, right? False Statement; "I'm really sorry, this price is for old customers, just like others are afraid it will be difficult to get it. "You are our old customer, you should know that this is our rule here!" ”
Correct statement: “I really appreciate your support for so long, but I’m really sorry, especially at this point, and I hope you understand, so I I am giving you a gift in my own name, and I hope you will accept it. ”
8. When a customer says I know your boss and I don’t want to see him, just give me a discount! What should the salesperson say? Wrong statements: “Sorry, there’s no way” “We follow the rules” .
Even if the boss comes, it’s still the price. "Correct statement" That's great, then you should know that our store attaches great importance to integrity and service, the quotations are honest and reliable, the quality is guaranteed, and the money is assured, don't you think? "
9. When a customer says that the price is higher than expected, what should the salesperson say? Incorrect statements: "Your estimate is wrong" "That is impossible". The correct statements are: “What were your initial expectations? What are your standards? After the customer answered, the salesman said: "Oh, I understand." Let me bring you the facts. . . "