How to communicate with customers in the process of jewelry sales

1. Receiving female customers who come into the store alone (the "bargain-hunting customer" method)

Scenario setting: A female customer of about 3 years old enters the store, dressed in fashion, carrying several exquisite paper bags with clothes and shoes in her hands.

analysis: the consumption power of female customers around 3 years old is relatively strong. Women of this age have certain economic ability and are willing to dress themselves up, especially those who dress in fashion. At the same time, the consumption psychology of such customers generally pursues "novelty".

shopping guide: hello, welcome to safir jewelry! Please call me at any time if you need anything.

the second step in the eight steps of sales: approach the customer-smile, say hello, pour water or drink for the customer

after greeting the customer, don't follow too closely, which will make the customer disgusted. It's best to stand at a point not far from the customer, observe the movement of the customer's footsteps and the goods he is staring at, so as to judge the customer's purchase motivation

Customer: ...

Usually, the customer doesn't respond to the greeting of the shopping guide, (if you pour water for the customer, the customer usually simply says "thank you"), which is normal. If you meet a customer who has been only looking at himself and not talking for a long time, the shopping guide should take the initiative to break the silence

Shopping guide: Miss (beauty), this dress you are wearing is really beautiful! Can you tell me where you bought it?

Use "breaking the ice" to praise the atmosphere of breaking the silence

Customer: Oh, this dress is xxxxxxx's

shopping guide: You have a good eye! Will match clothes, so elegant

Customer: Hehe, thank you!

no one will be disgusted with sincere praise, and even the indifferent person will respond to it. As long as the customer responds, the topic can naturally be transferred to understanding the customer's needs (the third step in the eight steps of sales)

Shopping guide: What accessories are you looking for today?

customer: I don't know. Just have a look at it first.

Shopping guide: Our company has recently launched several new series, which are novel and special. Let me show them to you!

For customers who have no purchase purpose, the shopping guide should help her make a decision in time, so as not to lose the sales opportunity.

Most women dressed like this are "chasing after the new" type, and even if they are not successful, they can lead to other accessories.

Shopping guide: This is our "Happy Wedding" series, which has many items. You see, rings, earrings, pendants and bracelets can be worn together or only individually. This is designed by our company, unique and special! Let me try it on for you and see how it works.

Understand the customer's needs, recommend appropriate accessories, and actively display and try on accessories at the right time. Here, the third and fourth steps in the eight steps of sales are flexibly combined.

Shopping guide: Your face is very good, and this earring especially suits you, making your face more beautiful.

(Your hand shape is very good, and your fingers are even and slender. This ring plays the role of ornament, making your hands look white and better. It's really the finishing touch.)

Don't be stingy with the praise to the customer. Praise the effect of the customer's try-on, which can satisfy the customer's vanity, make her happy and help promote the transaction. However, the praise should be sincere and sincere, and it should be justified and meaningful according to the actual situation, and it should not be exaggerated.

Shopping guide: This one you are wearing is a K-gold inlaid diamond, which is cost-effective and very popular, and it also makes our new model a limited edition. Very suitable for a beautiful woman with outstanding temperament like you!

customer: what's the price?

shopping guide: xxxx yuan

customer: so expensive! Is there a discount?

shopping guide: here's the thing: if you spend over 15 yuan in our store, you can get a guest card. Guests of the guest card will get a discount of one gram of 3 yuan when they buy plain gold, and enjoy a 15% discount when they buy jewelry. If you spend more than 5, yuan, you can get a VIP card, buy one gram of 5 yuan for plain gold, and enjoy 1% discount on jewelry; If you spend more than 8, yuan, you can get a Supreme Card, and you can get a discount on 8 yuan when you buy plain gold, and enjoy a 15% discount on jewelry. If you buy a single item this time, you can enjoy the discount of the guest card, and if you buy the whole set, you can enjoy the discount of the supreme card. Explain the company's preferential policies

Customer: That's the discount? Still very expensive!

shopping guide: yes, there is really little room for discount, but I believe you also know that jewelry is different from other commodities-the cost is not high, but the price is not low. Besides the role of decoration, jewelry can also preserve and increase its value, especially gold, which can resist inflation. And the cost and labor cost of jewelry and gold are very high, so there is not much room for discount of brand jewelry in general (this is the way to solve the objection to "discount"). In addition, I can fully understand that you think it is expensive. I really can't bear to pay thousands of dollars at once. But it depends on what you get for the money you pay out. If you like real money, it's worth it! As the saying goes, "a thousand dollars can't buy a good heart." Some things are very cheap, but after buying them, they are found to be disliked and impractical. Even a dollar is expensive, don't you think? (This is to solve the problem of "expensive")

Eight steps of sales Step 5: Achieve sales. Answer the customer's objections, remove the obstacles before the customer makes a decision, grasp the signal to end the sale, and help the customer make a decision

Customer: Ask for a single item first, and the price of the whole set is over the budget

Shopping guide: OK, I'll make out an invoice for you ... Please pay here

(Step 6 of the eight steps of sales: invoicing)

Shopping guide: You should pay attention to avoiding contact with cosmetics and acid and alkali when you wear it. Pay attention to avoid friction and collision with hard objects. Avoid high temperature, insolation or sudden cooling. Removed jewelry should be collected in jewelry boxes or jewelry bags at any time to avoid loss or accidental damage. When collecting, we should pay attention to separate different kinds of jewelry with different hardness to avoid touching each other. In addition, it is best to go back to our store for cleaning and maintenance regularly. Our after-sales cleaning and polishing services are free.

(step 7 of the eight steps of sales: introducing after-sales service and maintenance)

This is the jewelry you bought this time, this is the receipt, and this is the certificate. Please keep it.

(It's the process of inspection and delivery when you talk)

You look even more beautiful in this jewelry! Thank you for coming! Welcome to visit next time!

(The eighth step of the eight steps of selling: praise and farewell)

2. Receiving female customers who come into the store together (the "bargain customer" transaction method)

Scenario setting: Two female customers in their forties enter the store, dressed in general, one wearing an old gold wedding ring and the other wearing a jade bracelet.

Analysis: Most women in their 4 s who wear ordinary clothes focus on their families and are seldom willing to dress themselves up

Shopping guide: Hello, welcome to Safir Jewelry! Please call me at any time if you need anything. Step 2: Say hello and approach the customer

Customer A: We'd like to see some necklaces. You have so many kinds. Please introduce them to us.

guest b: ok. Excuse me, who wears it? Looking for a gold necklace or platinum necklace? Step 3: Understand the customer's needs

Determine the object to wear jewelry, determine the customer's purchase intention (material), and select the recommended jewelry according to the object and the customer's purchase intention

Customer A: Wear it yourself. What's the difference between a gold necklace and a platinum necklace?

shopping guide: gold is soft, usually golden yellow, and the pendant is inlaid with precious stones, like this one (display ornaments). There are hard K-gold, there are several colors of K-gold, and the pendant is inlaid with diamonds, like this one (display ornaments); Platinum is white, with high hardness and value. The pendant is decorated with diamonds, like this one. What do you like? Recommend suitable accessories and show them (no more than three pieces at a time, it is best to invite colleagues to receive them together and one person to pay attention to one customer)

For mass customers, the explanation should be simple and clear, and less technical terms should be used

Customer A: How about the price?

shopping guide: gold xxx yuan a gram, gold xxx yuan a gram, platinum xxx yuan a gram, the price of the pendant is calculated separately.

customer a: how much is the pendant?

shopping guide: the price of plain pendants is calculated according to the weight of gold. The price of pendants with diamonds or gems is determined by the weight of gold and the size of diamonds. The company has fixed the price. Different pendants have different prices, depending on which one you like.

(two customers talk in a low voice)

Customer A: Just buy a necklace instead of a pendant. It's so expensive.

shopping guide: or you can choose a platinum necklace with a K-gold pendant, which is equally beautiful, so it is cost-effective and more cost-effective. Wearing a necklace with a pendant can make the finishing touch and modify the neck line, making it look slender and slim. It's also more bling with pendants, which is very special.

customer a: I think gold looks better and the price is more realistic. I'll just have a gold necklace.

shopping guide: what price are the two sisters looking for a gold necklace?

determine the customer budget and recommend accessories according to the budget.

customer a: two or three thousand, preferably around two thousand.

shopping guide: this budget can fully match a pendant. I'll try on these two gold ones for you, and you can see the effect. (Help customers wear them quickly.) Step 4: Try on the jewelry actively at the right time.

Shopping guide: The two sisters look very temperamental after wearing the necklace! I feel different soon. After trying it on, you must praise the customer appropriately! You can use this saying for reference when the customer is not beautiful, poorly dressed and can't find anything to praise.

Customer A: What are the prices of these two necklaces?

shopping guide: this is xxxx yuan and this is xxxx yuan.

customers a and b: so expensive! Can you make it cheaper?

shopping guide: I'm sorry! The price is stipulated by the company, and our shop assistants have no authority to change the selling price. However, we have a membership card discount. If you spend more than 1,5 yuan in our store, you can apply for a guest card. Guests of the guest card can enjoy a discount of one gram of 3 yuan when buying plain gold, and enjoy a 15% discount when buying jewelry. If you spend more than 5, yuan, you can get a VIP card, buy one gram of 5 yuan for plain gold, and enjoy 1% discount on jewelry; If you spend more than 8, yuan, you can get a Supreme Card, and you can get a discount on 8 yuan when you buy plain gold, and enjoy a 15% discount on jewelry.

customer a: then consider us as the supreme card and give us some discount! Tell you what, two necklaces are xxxx yuan together! This is a bargain-hunting customer

shopping guide: Elder sister, I understand your idea. When a general customer chooses a product, he will pay attention to three things: 1. The quality of the product; 2. Excellent after-sales service; 3. The lowest price. But in reality, I have never seen a company provide customers with the best quality, the best after-sales service and the lowest price at the same time. That is to say, it is impossible to have these three conditions at the same time, just as it is impossible for Mercedes-Benz to sell the price of Santana. So if you want to choose a product now, which one are you willing to sacrifice? Willing to sacrifice the excellent quality of our products or the excellent after-sales service of our company? At this point, the only thing that suggests that customers can "sacrifice" is the price, and we can't compromise the price, so sometimes it's worthwhile for us to invest more and get what you really want, don't you think? This is the art of receiving bargain customers

Customer A: That's what you sellers say. Everything is fine when you say it, but not necessarily later.

shopping guide: elder sister, I can understand your idea. Because I am also a consumer, I often have such doubts. It's just that I want to tell you that the brand Safir will definitely win your trust with real service quality and jewelry quality. < P > Customer A: Alas, I can't tell you, I'll take my friend! I bought it with her today. Step 5: achieve sales

shopping guide: Sister, you look so good in this dress, so it matches you. Let's take it together!

guest a: no, another time.

shopping guide: ok, if you need anything in the future, you are welcome to visit our store at any time.

sometimes, it is not necessarily a monk who recites the scriptures. For example, in this example, the customers who talked didn't spend, but the customers who didn't talk all the time spent. When receiving several customers, we should pay attention to all customers, not just the one who may spend. In this sales process. The shopping guide has always called two customers "you" and "two sisters", instead of ignoring customer A and ignoring customer B, and paying attention to two customers at the same time with his eyes.

shopping guide: Sister, I'll make out the invoice for you first ... Please pay here

(Step 6 of the eight steps of sales: invoicing)

Shopping guide: You should pay attention to avoid contact with cosmetics, acid and alkali substances and grease when you wear it. Pay attention to avoid friction and collision with hard objects. Avoid high temperature, insolation or sudden cooling. Removed jewelry should be collected in jewelry boxes or jewelry bags at any time to avoid loss or accidental damage. When collecting, we should pay attention to separate different kinds of jewelry with different hardness to avoid touching each other. In addition, it is best to go back to our store for cleaning and maintenance regularly. Our after-sales cleaning and polishing services are free.

(step 7 of the eight steps of sales: introducing after-sales service and maintenance)

This is the jewelry you bought this time, this is the receipt, and this is the certificate. Please keep it.

(It's the process of inspection and delivery when you talk)

This necklace suits your temperament! Thank you for coming! Welcome to visit next time!

(The eighth step of the eight steps of sales: praise and farewell)

3. Reception of "different" customers (the two sides can't make up their minds to make a deal)

Scenario setting: a man and a woman enter the store, arm in arm (or holding hands)

Analysis: From the physical point of view, it should be a couple or husband and wife relationship

Shopping guide: Hello. Please call me at any time if you need anything. Step 2: Say hello and get close to the customer.

After letting the customer browse at will for a short time, you should take the initiative to test the purchase intention, because it is generally easy for customers with this relationship to open their mouths when they enter the store together.

Shopping guide: What are you looking for? A ring or something? Step 3: Understand the customer's needs and choose the recommended accessories according to their needs. < P > Female: We want to see the wedding ring. < P > Shopping guide: Is it for wedding or wedding anniversary?

female: getting married

shopping guide: oh! Congratulations to both of you! What a happy event. Looking for gold or platinum? Appropriate greetings can make customers feel human, so don't cut into the goods too quickly. Understand the needs of customers and choose recommended accessories according to their needs

Female: Have a look!

shopping guide: what price are you looking for?

m: around 5,6 is almost enough. Understand customer budget. It is safe to recommend more than 1 yuan, feasible to recommend more than 2 yuan, and risky to recommend more than 3 yuan. But in any case, the best way is to recommend all three kinds of jewelry, and then focus on the recommendation according to the customer's love for the goods.

shopping guide: try this pair of gold rings, which are specially designed for weddings (introduce, show and help to try them on)

Also try this pair of platinum rings, which have the characteristics of platinum and are fashionable (introduce, show and help to try them on)

And this pair of platinum rings with diamonds, which all say, "Diamonds last forever, and one will last forever", and rings with diamonds are super loving! (Introduce, show and help to try it on)

According to the actual situation, all kinds of accessories at different price levels are introduced and recommended

W: What kind do people choose?

shopping guide: gold is more traditional, platinum is more fashionable, and platinum rings with diamonds are relatively rare. Most people are traditional, but many customers choose platinum as their wedding rings.

Woman: Oh ...

Shopping guide: These two models fit well and look good. Which one do you like?

male: gold, it's more traditional.

female: but I prefer platinum with diamonds! compare