The process of receiving customers into the store

The process of receiving customers into the store

In-store reception process, it is very important for customers to enter the store to buy products, otherwise no matter how they communicate later, it will be difficult to recover. There is a set of procedures for receiving customers. Let's take a look at the process of receiving customers in the store.

The process of receiving customers in the store 1 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.

Customers must shout "hello, welcome to XXX jewelry" at a distance of 6 meters from the store door, and other employees must smile and say "hello" when they see customers. After customers enter the store, they should address their guests in an appropriate tone. Polite, enthusiastic and generous.

Second, open the topic. The second step is to break 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. . . .

Third, deepen the understanding of the third part-demand analysis

Did you know our XXX brand before? /Is this your first visit to XXX brand store?

Understand customer style, product preference and price through direct or indirect information. .

Direct knowledge: style, users, age, etc.

Indirect understanding: budget, purchasing power. . .

Fourthly, 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.

V. Use of Sales Tools Step 5-Customer Witness.

Qualification certificate, customer witness, brand strength, on-site test props, customer praise information, customers wearing pictures at home.

Sixth, the sixth step of stimulating the transaction-sales force.

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.

Seven, leave customer information step seven-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.

Eight, let customers remember that you are the eighth step-send a check-out message.

In sales, every communication with customers should achieve a goal, either to complete a transaction or to create opportunities for the next communication. 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. Here are two basic small templates to share with you:

Buyer: Hello, sir, I am Xiao Wang of XX brand. Thank you very much for choosing XXX brand and your recognition and support. Please contact me in time if you have any product requirements. Glad to serve you, I wish you all the best and happiness! XXX brand Xiao Wang.

Customer: Hello, madam, I'm glad you came to XXX brand store today. Although we haven't finalized your products today, we will match better products for you to choose from according to your needs and requirements. We will contact you in time and look forward to your visit again! XXX brand Xiao Wang.

The process of receiving customers into the store II. The first step of receiving customers: warmly welcome customers into the door.

If there is a security guard in the garage, the security guard will usually finish the work of welcoming guests. If there is no security guard, it is best for the sales representative to be responsible for the reception. At the same time, you should also pay attention to the following:

1. No matter what your mood and mood are, as long as you come to the sales site, you must smile and have a gentle tone. Otherwise, it will affect the image of yourself and the company.

2. When you see customers walking towards the garage, you should take the initiative to open the garage door and give a welcome speech with a smile: "Hello, welcome!" If customers are watching outside the door, they can take the initiative to say hello and say, "Hello, please come in!" " "

3. In case of rain and snow, be sure to help customers put clothes and hats and clean up rain gear.

If the customer is someone you are familiar with, you should address him by your respectful name and give him cordial greetings or appropriate compliments. Good afternoon, Mr. and Mrs. Bi! You two look gorgeous today. You must have something to be happy about. "Generally, only one person is needed to receive a group of customers; If the number of customers is large, two people can also be responsible for the reception at the same time, usually one master and one deputy. But at the same time, there are absolutely no more than three people in charge of reception.

After welcoming the customer, you should keep a warm attitude even if he is not the customer who really wants to buy a car.

2. Receiving customers Step 2: Arrange seats.

When the customer enters the garage, arrange the customer to sit down for negotiation in time. If the customer wants to see the car first, you can show him the sample car first and make an appropriate explanation, and then arrange for the customer to sit down and talk. At the same time pay attention to the following points:

1. Invite customers to sit down and say, "Hello, please sit here!"

Based on politeness, you can't sit down before the customer takes a seat.

3. After the customer takes a seat, he should serve tea to the customer first, and then sit down by himself: when seated, he should not make too much noise; After taking a seat, don't cross your legs, and don't lean your hands on the back of the chair. This is impolite to customers.

Step 3: Serve tea (water).

Remember to pour tea (water) to customers in time after they are seated.

1, tea (water) can only be filled with seven or eight points, neither too full nor too little.

2. If the water cup used in the garage is a paper cup or a plastic cup, you must use a cup holder, otherwise the cup is too soft and it is extremely inconvenient for customers to drink water.

Even in summer, you must use hot water or warm water to make tea (water) for customers, but you can't use cold water, unless, of course, customers specifically ask for cold water.

Remember to add water to the customer in time after the customer finishes drinking the water in the cup.

4. Receiving customers Step 4: Hand over the business card.

Business cards are an essential communication tool for car salesmen. Through business cards, you can not only introduce yourself well, but also establish contact with customers, which is convenient and decent. However, you should pay attention to certain etiquette when handing business cards, and you should not be too casual. Otherwise, it will leave a sloppy and sloppy impression.