Words for return visits from cosmetics customers (3)

Our store clerk *** uses this brand.

“This product is made of natural products, which can effectively improve skin luster, fully moisturize the skin, effectively refine pores, and even skin tone (don’t say that cosmetics are also sold at counters). Very good, we don’t want to advertise for ***).

Question: How does this product work?

Analysis: Customers lack understanding of the product’s efficacy and want to know more about it. Get to know this brand.

This is an international brand, and it is easy to use, easy to carry, and the design is quite beautiful (or other unique product benefits)

This is the product. The main raw materials have been on the market for several years, and there are many members. It has been very popular in Handan City.

This is produced by a large enterprise, using purely imported raw materials, and has a good reputation.

< p> Question: Is this product discounted? Are there any gifts?

Analysis: Customers hope that the cosmetics they buy are the lowest and most affordable during the event, and they do not want to suffer a loss. >

(The product is not discounted and there are no gifts) This is an international high-end brand. The price is uniform across the country. There is no discount anywhere. If you buy this product, you can apply for membership and the membership points are actually quite good.

(The product is not discounted, and there are no gifts.) Sister, this is an international high-end brand, and it is always sold at the purchase price.

(There is no discount, and there are no gifts). There is a discount, but there are gifts. This product is very popular, and there are not many gifts at the moment.

(Discount without gifts) There is a promotion now, and you can enjoy a ** discount on this product. It’s a limited edition sale”

Problem: Customers are faced with two cosmetics and don’t know which one to choose

Analysis: When customers have not made up their mind to buy, the sales staff should come to the door One kick, make up your mind for the customer.

Sister, this is actually quite suitable for your skin, and the effect will definitely be good after using it.

(Customers are hesitating whether to choose product A or product B? At this time, the salesperson cannot ask the customer: Do you want this? Instead, they should say) Product A has a good moisturizing effect, while product B has the main effect It’s whitening, which one do you want? (Explain the selling points of each product thoroughly)

(The customer is hesitating whether to choose product A or product B? At this time, the salesperson cannot ask the customer: Do you want this? Instead, he should say) Moisturizing product A The effect is good, and the effect of product B is mainly whitening, you can also use it together, the effect will be better.

Problem: After listening to the salesperson’s introduction, the customer couldn’t put it down, but he was not determined to buy.

Analysis: If he was not determined to buy, was it due to price or quality.

Sister, don’t you want to give people around you a surprise and make their eyes brighten (to satisfy customers’ vanity)

I also use this product, and my skin has improved a lot.

This model was transferred yesterday afternoon. It sells out very quickly and is often out of stock. Question: Can I have nursing care now?

Analysis: A very clear inquiry, I hope the store can provide timely service.

She has got off work now. If you have nothing urgent to do, you can sit down and wait for a while. I will notify her to come over immediately, okay?

Sister, she has been transferred to another store. I will arrange for someone else to do it for you. Her technique is also good. She has been doing nursing services for a long time, and there are many customers looking for her.

Sister, *** is not here, I will do it for you.

Question: Give more gifts, they are not valuable.

Analysis: Customers want to get more benefits and feel that the salesperson can give them more benefits. Sister, I'm really sorry. There are strict management regulations for trial equipment, which is beyond my ability.

Sister, what I gave you is enough. The company won’t allow me to give you any more.

(Adjust the atmosphere, say with a smile) Buy two of them, and I will give you a gift if you buy two (joking with customers, suitable for very familiar old customers)

(Adjust the atmosphere) , said with a smile) Sister, the gifts are for customers, but they are beyond my ability. You can introduce your friends and I will give you a set (sample) for free.

(Said with a smile) Sister, we can’t give out gifts, but our members can enjoy ultra-low discounts on alliance units with membership cards, such as: Mushalang, Guanguan Sports, Piaopai Style, etc.

(Said with a smile) Sister, I really can’t give out gifts, but there are gifts for members on their birthdays.

Problem: The customer walked to the front desk and started to pay

Analysis: When the customer pays, he may be happy or worried. Our goal is not only to sell the product, but also to improve Customer satisfaction, thereby increasing customer loyalty and dependence on our services.

(When the customer is happy) Sister, come to the store often in the future, and you will often get unexpected surprises. (The customer is worried) Sister, you can rest assured to use it, the quality is definitely no problem, and the price is not expensive. You will definitely come back after using it (said with a smile).

3: Afterword---Leave a good impression on customers.

Question: What kind of product is this? Give me a return

Analysis: At this time, the customer is very excited. You should calm down the customer's emotion and find out the reason why the customer is angry.

(Wrong purchase) Sister, it was you who bought it wrong, not the quality of the product. In this case, the company does not allow returns (check her product and exchange it if there is no problem).

(Allergic) Sister, this is a special discount product. The company does not allow returns and exchanges, and there is also a note on the wall (directing customers to the place on the wall that says "Discounted products cannot be returned or exchanged" look).

(I am allergic, but the effect is exactly the opposite of what the shopping guide said) Sister, did you use it according to the instructions? This cosmetic is very particular about how to use it, and it requires a gentle application (ask the customer, even if she uses it according to the instructions, she must say that she is using it incorrectly. Let the customer know that the allergy is not only caused by the product, but also by herself. Reasons, and then exchange cosmetics for customers based on actual conditions without affecting secondary sales).

(The amount of cosmetics is really low) Sister, I’m really sorry. I showed you this when I brought it to you. I don’t know who put the trial sample in it. I’ll change it for you. new.

(No matter how you persuade, the customer asks for return or exchange) I really can’t make the decision to return or exchange it for you. This is the company phone number, you can call it. If the company agrees to return or exchange, I have nothing to say.

(Although the company does not allow exchange, it is still necessary to exchange it) I want this one myself, and I will exchange it for you with a new one (making the customer feel embarrassed and recognizing the company's service more) .

(It really should be replaced) Sister, I'm really sorry, our service is not good enough. I hope you understand and I will get you a new one.

(No matter how much you try to persuade, the customer always asks for a return or exchange) I will ask the company about the situation. If possible, you can come over in the afternoon.

Problem: The customer did not buy the product and walked to the door

Analysis: The customer did not buy the product at this time. It may be due to the product or the service is not in place.

Sister, this is the company’s poster. You can take it home and look at it.

(Take the initiative to open the door) Sister, please walk slowly, welcome to visit next time.

Question: Telephone return visit to members

Analysis: At this time, the customer has already used the product and has some understanding of its efficacy. Sister, I am a staff member of Liangjiaren Cosmetics Chain. You purchased a cosmetic from our store a few days ago. Is it convenient for you to accept a return visit?

(Accept return interview) Thank you for accepting my return interview. Have you encountered any problems while using *** cosmetics? Are there any uncomfortable situations? (Teach customers how to use it correctly).

(accepted a return interview and was very satisfied) Thank you for your support to us. Now the company's product is being promoted. You can take the time to come and have a look (tell customers that the product is on sale and induce customers to make a second purchase) consumption).

(Do not accept return visits) Sorry to bother you, goodbye.

3. After sending the customer away

Regardless of whether the transaction is completed or not, you should open the door to the customer one step in advance and say with a smile: "Slow down." If the sale is not successful, but the customer does have a lot of spending power, you can give her some trial clothes or magazines and let her go back to try or read them (we should try our best to retain high-end customers and enhance the company's reputation).

After sending away the customer, record the customer’s information for easy reference later. It mainly includes the following items: member name, member number, contact information, purchase amount, etc.

Then I found that the product was out of stock, made a record in time, and requested the goods from the company's distribution center. Secondly, clean the room, wipe the cosmetics counters, and keep the cosmetics surface clean and hygienic at all times.

When there were no customers in the store at the end, he and his companions stood at the door to greet customers.