What are the details of the sale?

Sales, say big, say small. It can be a stitch in a thread or a multinational group. But in essence, they are similar. Sales is by no means difficult and low in

Sales, say big, say small. It can be a stitch in a thread or a multinational group. But in essence, they are similar. Sales is by no means difficult and low in the minds of ordinary people, and there is no mystery in the hearts of ordinary people. It is just a life test and lifestyle, and it exists in a free and unstable state. Not only can you make no money, but you can also be rich and prosperous. So what? Come and have a look with me. I hope you will be satisfied. Thank you.

Details of the sales transaction 1. The transaction is only to complete the action of "swiping the card"

Wang, a beauty diamond consultant of Kimberly Diamond Zhenjiang Store, once told a story in my training course "Decomposition of Store Sales Action": On Valentine's Day, a gentleman came to the store to see a diamond ring and wanted to buy a smaller diamond ring for his girlfriend as a holiday gift. After the patient explanation and product recommendation by the clerk, Mr. Wang intends to pay the bill.

However, when he came to the cashier, Mr. Wang began to hesitate again. Although he only chose a small diamond with a price of 4,800 yuan, he was still a little entangled in giving such a big gift on Valentine's Day. Mr. Wang took out a bank card from his wallet and handed it to me, saying, "Miss, can you help me check the balance in the card?" It can be seen that Mr. Wang must be calculating how much money is left in his card. If the balance is large, he will choose this diamond ring. If the balance is not enough, he is likely to give up buying. Because I made a mistake at that time, I took the bank card and directly helped my husband brush the consumption money. After the receipt was printed, I realized that I had made a serious mistake. What shall we do to apologize to our husband? I think it's better to get up the courage to explain the result directly to Mr. Wang and finally get the chance to clinch a deal. So, I said to my husband, "I'm sorry, sir, you asked me to check the balance for you, but I accidentally brushed your bill." Do you think this diamond ring should be taken back, or should I help you rework it? Actually, sir, it is rare to give your girlfriend an expensive gift to make her happy on such an important holiday, or you can repair this diamond ring. After a short silence, Mr. Wang was not angry. Instead, he said quietly, "Did you swipe your card? Ok, then help me wrap the diamond ring. "

Even Wang himself was surprised, but sometimes he thought that the transaction was just an action of "swiping a card" or paying money. The reason why customers don't want to pay is because they don't get a pleasant buying experience in the process of buying. His purchase behavior was not what he wanted to do, but was forced out by the salesperson. I have always stressed that in the sales process, sales staff should help customers buy with sincere attitude and enthusiastic service, instead of blindly urging customers to place orders early with various sales techniques. Closing a deal is a matter of course, and salespeople don't need to have too much fear about closing a deal, because from the moment customers enter the door, your attitude determines the final result of sales.

Details of sales transaction 2. Pay more attention to the service details when closing the transaction.

I went to Beijing on business last month and booked a high-speed train back to Suzhou at 2 pm. Because of the tight schedule, I ended my morning training course and rushed to Beijing South Railway Station. As a result, I didn't even eat lunch Arriving at the South High-speed Railway Station, it is only ten minutes before the train check-in. It is impossible to sit down and enjoy lunch. There was a Dicos beside me, so I went to buy a hamburger and a drink to take away.

I went to the Dicos ordering window and ordered a super chicken leg burger. 13.5 yuan. As a result, the waiter only paid 10.5 yuan for the receipt I typed, and I wondered how I was so lucky today. The waiter miscalculated the account. I asked, "Beauty, isn't your price list 13.5 yuan?" Why is it 10.5 yuan today? Are there any activities? "The waiter deadpan. When he gave me change, he threw me a membership card and said, "Here is your membership card, sir. This is your membership card. " I froze. Is this how Dicos' membership card was issued? Not everyone can get a membership card. Their family's membership card does not need to fill in customer information, and there is no consumption restriction. This card is easy to handle. When I look at the use date of the membership card again, I am really distressed. The membership card says that the expiration date is 20 13 12 3 1, and the time of the day is 1 1. The discount given to me is only for one month. What's the difference between this Dicos membership card and KFC coupons?

Originally, it was something that made customers feel happy, but it made me panic. I wonder if Dicos has an evaluation index for opening cards for these shop assistants, so they just throw them out when they meet people. The problem is that I don't want VIP service from VIP customers at all. Instead, I feel that I have taken advantage of others, and I am very unhappy. It was a good thing, but it was said to be a bad thing by the clerk of Dicos, just because she didn't ask me if I wanted to apply for a membership card, and what good it would do me.

Compared with this reckless clerk, let's see how Uniqlo's clerk did it. Once, when we visited Uniqlo, my wife found this problem. She said, you see, the cashier in Uniqlo is still very different from the cashier in many clothing stores in China, and the details are very good. Many people are used to paying by credit card, but after the consumption receipt is printed, many cashiers in China directly ask customers to sign it. Uniqlo clerk first draws a circle on the consumption figure with a ballpoint pen, and then asks customers to sign it. Many people have this experience. When the clerk asked us to sign the consumption receipt, most of us did not have the habit of checking it carefully. Once something goes wrong, it is not clear who is responsible. After Uniqlo clerk made this little gesture, he first checked the figures himself, and then asked the customers to check the figures again, which greatly reduced the probability of making mistakes.

Details determine success or failure, which makes sense at any time, especially for store sales. The key is to pay attention to the important details. The process of signing a membership card or even a credit card receipt is a detail. Many of our salespeople don't pay enough attention to it, and the result is definitely that customers are dissatisfied and will never walk into the same store again.

Details of the end of the sale. Give customers a pleasant experience when checking out.

Salespeople often make a mistake, that is, everyone shows great enthusiasm and patience before customers buy. They greeted each other with a smile and tried to persuade them to make a deal, but once it was time for customers to pay, some salespeople felt that the deal was a foregone conclusion anyway, so they relaxed their attitude and suddenly became indifferent. No wonder many people say that salespeople turn their faces faster than turning pages.

The cost of developing a new customer is more than five times that of maintaining an old customer. Everyone knows this basic sales principle, but few people can really provide more services to old customers. Starting today, we must change this bad habit. It should be noted that the transaction is the beginning of sales. Now that the customer has paid, the customer can really be called our customer at this time. Previously, he was called a potential customer. At this time, he deserves our most distinguished service and the highest courtesy.

A friend once told me a story: I was attracted to a small restaurant in Hunan. The storefront area is small, with only seven or eight countertops, but the business is extremely hot. Besides delicious food, the proprietress's service is also very good.

After dinner, several people wanted to chat for a while, but looking at the diners waiting in line outside, everyone unanimously decided to leave early so as not to affect the boss's business. When a friend shouted to pay the bill, the proprietress seemed to see her friend's mind and apologized to everyone with a guilty face, saying, "The store is small, I'm sorry for a few people. You see, you are too considerate of us. Tell you what, I'll give you an extra bottle of drink and come back next time. " My friend said that sitting down in front of so many people would make me feel on pins and needles, but the boss's wife really knows how to do things, saying it makes people comfortable and doesn't give drinks. Do you think I will go or not?

This reminds me of another thing. Guangzhou Baiyun Airport has a specialty store selling Parker pens. Every time I walk into their store, the clerk will greet me with a smile. This is beyond my expectation. I once bought a pen in their shop, and the clerk remembered me at once. Today, I still remember buying a pen that day, especially after I paid by credit card. The clerk not only patiently helped me with my membership card, but also made a beautiful package for my pen. Finally, I put all the information in the shopping bag neatly, and I didn't forget to give me two business cards before I left, saying that I would take good care of her business and come again next time.

Whether it is the proprietress who runs Hunan Restaurant or the clerk of Pike Store, they have grasped the customers' thoughts after payment, knowing that this time they have created a pleasant buying experience for customers, and the whole process of payment and packaging products makes customers feel that this purchase is perfect.

Details of the sales transaction. After the transaction is completed, please ask the customer to buy another one.

How to turn small orders into big orders and let customers buy more? The most common sales method is affiliate sales, which recommends 1-2 related products to customers. Buyers of suits must learn to recommend shirts again, sellers of shirts must learn to recommend ties again, and so on. Since even customers are often emotional and impulsive when buying products, it seems that it is not particularly difficult for customers to buy one more thing.

What if the products you sell can't be linked to sales? Let's think about it. What are our salespeople doing during the time when customers queue up to check out? Many salespeople no longer accompany customers to take care of other customers, and some salespeople chat with customers, but at this time she seems to be in a good mood to chat with customers about some gossip news. Why not try to recommend your other products or services to customers at this time?

It doesn't matter if you miss the customer's waiting time. As long as you are careful, you can find new sales opportunities, that is, the interaction between customers and cashiers when paying. Originally, fast fashion shops like GAP were not for sale, but when I took a T-shirt to pay the money that day, the cashier asked intentionally or unintentionally, "Sir, is this the only one?" After getting a positive answer, the cashier asked me again, "Sir, do you want to apply for a membership card?" You can save a lot of money in this way. "Everyone should have read the book Influence. There is an influence rule in the book called the principle of reciprocity. When I first told the shop assistant to buy one, I seemed to be rejecting her sales promotion. If I refuse her request for a new card, it seems a bit unreasonable.

There's no need to struggle too much. There is a simple reason. It's much easier for customers to buy another one when they pay than when they first enter the door. The sales success of salespeople comes from four aspects: selling themselves, selling products, selling stores and selling activities. Because the customer went to the cashier, the purchase of the first product and your promotion in four aspects were successful. At this time, what you have to do is to promote the product again. No matter what industry you are in, as long as you are in sales, you should ask one more question, "Do you want to buy other products?

Details at the end of the sale. Ask the customer to promise to introduce it at the time of transaction.

Every excellent salesperson will take the initiative to ask customers for recommendations. "Mr. Li, do you have any friends who also need this? Can you introduce it to me? " When the customer answers "Yes", we don't know whether it is a response or we really want to help you. In the training class, I once asked the students such a question, "What is the essence of sales?" Everyone's answers are varied. Some people say it's a trust relationship, others say it's an emotional relationship. But in my opinion, the essence of sales is the exchange of interests. Beautiful women exchange beauty for the wealth of local tyrants, students exchange applause for teachers' efforts, and shop assistants exchange services for customers' purchases. The so-called win-win situation is just to find the best combination point of exchange and make both sides satisfied.

As soon as the customer has placed an order to complete the purchase, let the customer introduce the business immediately. The salesperson is undoubtedly asking the customer for it, and the customer has neither the responsibility nor the obligation to help you do such a thing. My suggestion is that in order to make customers promise to make recommendations, we must first strive for the interests of customers. No matter what our customers do, as long as we are willing to explore opportunities, maybe we can introduce them. No matter what kind of products our customers want to buy, as long as we are willing to help them, maybe we know acquaintances who can give them a discount. When we think more and do more for our customers, our customers will naturally give us more.