What is the most important service industry?

Attitude is the basic requirement to determine whether a person can do things successfully. As a salesperson, you must treat customers and colleagues with a sincere heart. Only in this way can others respect you and treat you as a friend. Business representatives are the image of enterprises, the embodiment of enterprise quality, and the hub connecting enterprises and society, consumers and distributors. Therefore, the attitude of business representatives directly affects the product sales of enterprises.

Second, confidence.

Self-confidence is a strength. First of all, have confidence in yourself. At the beginning of every day, we should encourage ourselves. I am the most important judge. Thank you. α m? Promise? Fight? Jing? Fight? Blame? Convicted you personally? Punishment? Throw a nuclear? Hey? Fat? What's the matter with you? Fight? sorry What are you doing? Curtains?

To be able to see the advantages of the company and its own products, and keep these in mind, to compete with competitors, we must have our own advantages and face customers and consumers with the belief of winning.

As a sales representative, you are not only selling goods, you are also selling yourself, and customers will only accept your goods if they accept you.

Joe girard, the creator of Guinness World Records, known as the king of car sales, once sold more than 65,438+0,600 cars in one year, with an average of nearly 5 cars a day. When he applied for a job as a car salesman, the boss asked him, have you ever promoted cars? He said, no, but I have sold daily necessities and electrical appliances. I can sell them, which means I can sell myself, and of course I can sell cars.

Knowing that there is no power, I also believe that there is power. Joe girard can succeed because he is confident that he can do it.

Third, be a man with a conscience.

"Pay attention to everything and learn", cultivate the habit of thinking hard and be good at summing up sales experience. Review your work every day to see where you are doing well. Why? This is not good. Why? Ask yourself more why? Only by discovering the shortcomings in our work can we continuously improve our working methods, and only by improving our ability can we seize the opportunity.

Opportunities are equal for everyone. As long as you have the will, you will definitely become a leader in the industry. When Wang Yongqing, an entrepreneur in Taiwan Province, started his own rice shop, he recorded the time when customers bought rice every time, and remembered how many people were there in his family. In this way, he worked out how many days people can eat and distributed them to customers after eating. It is Wang Yongqing's carefulness that makes his career grow and develop.

As a sales representative, we should know every change of customers, try to grasp every detail, be a conscientious person, constantly improve ourselves and create a more wonderful life.

Fourth, toughness.

In fact, sales work is very hard, which requires the hard-working spirit and perseverance of business representatives. "You can win people's hearts only by eating once and gaining wisdom." Half of the sales work is done by feet. Always visit customers, coordinate customers, and even follow consumers to provide services. Sales work is by no means smooth sailing, and there will be many difficulties, but we must have the patience and indomitable spirit to solve them.

Before becoming famous, American star Stallone recommended himself to Hollywood studios one by one in order to be able to appear in movies. After he hit the wall 1500 times, finally a film company was willing to use him. Since then, he has embarked on the film industry, and with his perseverance, he has performed many tough guy images and become one of the most famous movie stars in Hollywood.

Do sales representatives have bigger problems every day than Stallone? number

Five, good psychological quality

Only with good psychological quality can we face setbacks and not be discouraged. Every customer has different backgrounds, different personalities and different ways of doing things. If you are hit, you should keep a calm mind, analyze customers more, constantly adjust your mind and improve your working methods, so that you can face all the blame. Only in this way can we overcome the difficulties. At the same time, don't be carried away by temporary success. You should know that "joy begets sorrow". Only in this way can we win without arrogance and lose with grace.

Sixth, communicative competence.

Everyone has strengths, and it is not necessary for every sales representative to be versatile and eloquent, but we must communicate with others more, cultivate our communication skills, and make as many friends as possible, so that there will be more opportunities. You know, more friends are the only way out. In addition, friends are also resources, you know, owning resources will not succeed, but making good use of resources will succeed.

Seven, enthusiasm

Enthusiasm is an infectious emotion that can drive people around to pay attention to certain things. When you communicate with customers enthusiastically, customers will "reciprocate". You happened to meet your customers when you were walking on the road. You reach out and greet each other warmly. Perhaps he hasn't met anyone who values him so much for a long time. Perhaps, your enthusiasm will lead to new business.

Eight, a wide range of knowledge.

Sales representatives have to deal with people at all levels. Different people pay attention to different topics and contents. Only extensive knowledge can make them have the same topic with each other and chat speculatively. Therefore, we should dabble in all kinds of books, regardless of astronomy and geography, literature and art, news, sports and so on. As long as we have leisure, we should form the habit of continuous learning.

Nine, the sense of responsibility

The words and deeds of the sales representative represent your company. If you have no sense of responsibility, your customers will learn from you, which will not only affect your sales, but also affect the image of the company. There is no doubt that this will hurt the market.

A family of three lives in a new house. Seeing that her husband and son don't pay much attention to hygiene, the wife wrote a slogan at home: Pay attention to hygiene, everyone is responsible. When my son came home from school, he saw the slogan and changed it to "Pay attention to hygiene, adults are responsible". The next day, my husband saw it and took out a pen to change the slogan to "Pay attention to hygiene, and my wife is responsible."

Although this is a joke, it illustrates a problem. The responsibility cannot be shirked. Only by taking responsibility like the person in the story can we make our home more sanitary? First of all, we should pay attention to hygiene ourselves and don't shirk our responsibilities. As a sales representative, your sense of responsibility is your credibility, and your sense of responsibility determines your performance.

X. bargaining power

In fact, business representatives are always negotiating, and the process of negotiation is a process of persuasion, that is, a process of finding the best interests of both sides. Before the negotiation, we should know each other's situation. The more we know each other, the better for us, and the more opportunities we have to take the initiative.

Sun Tzu said, know yourself and know yourself, and you will win every battle. The performance of bargaining power is not that you can talk endlessly, but that you can grasp the main points and meet the needs of customers first. When both sides disagree, it depends on how much you usually know about your customers. Then, the more information you have, the better use your initiative may be. The purpose of bargaining power is win-win and mutual benefit.

A business representative should cultivate the habit of thinking and summarizing diligently. You have to negotiate with different customers in different ways every day to reach the most satisfactory transaction. This is the purpose of your negotiation.

Former national football coach Milu said: mentality determines everything! I believe that the door of luck will always be open to those who reward hard work. There is no humble job in the world, only a humble work attitude. As a sales representative, only with a modest attitude and a positive attitude to face every day's work, success must be waiting for you and me not far away.

In the process of doing sales, I found a strange problem. For a newly developed market, a sales representative with weak business ability, but as long as he is fully prepared, his performance must be higher than that of a business representative with strong business ability but not prepared. Why? Although there are many related factors in the sales process, the most important thing is that you understand what you want to do. There are no first-class salespeople, only first-class staff.

Maybe the sales representative's work is endless, repeating yesterday's work every day, but understand that the customers you face every day are different. Zhang Ruimin of Haier once said that simple things can be done repeatedly. Make your daily life ordinary, but not mediocre.

What does a sales representative do from getting up to going to bed this day? The author arranges the training notes three years ago as follows, which may inspire the friends who just entered the business.

1, preparation before going to work

Get up on time every day and get up quickly after waking up. Tell yourself that a new day's work is about to begin, and you should be full of energy and exercise properly.

Tidy up your appearance and check whether you have brought all the items that need to be sold, such as business cards, pens, notebooks, product information, etc.

On the way to work, you can greet people you know warmly. If possible, you can read the newspaper of the day or the latest news.

Try to arrive at the company 10-20 minutes in advance and take the initiative to participate in cleaning activities before going to work.

Simply put, you should have a positive attitude and a happy mood before going to work!

2. After the company signs in.

Briefly report your work plan to the supervisor or relevant person in charge, make clear the sales target and focus of the day, and draw up the visit route and remedial measures in detail. The more detailed the plan, the better. Before going out, contact the scheduled visitors by phone to confirm and check whether the sales tools you bring are complete:

1) product catalog, order and delivery note.

2) Relevant materials for negotiation with customers: such as business cards, customer data, customer records, price lists, telephone books, notebooks, calculators, product manuals, samples, product photos, product advertisements and other promotional materials.

3. Preparations before the visit

1) Know your name, age, address, telephone number, experience, interests, personality, family situation, social relations, recent business situation, etc. The of the accessed object.

2) Keep abreast of competitors' sales and general customers' comments on them, and learn about the latest changes and product information of peers and related products.

3) Make a strict visit plan, cooperate with the customer's visit time, try to find the buyer who has the right to decide, and try to get close to him.

4) Be prepared for the topic of conversation, be psychologically prepared, and have countermeasures for the other party's inquiry and bargaining, so as to be aware of it.

4. After meeting the customers,

1) Be polite, introduce yourself clearly, and be gentle and supercilious.

2) Listen carefully to each other's speeches and show concern. When asking each other, keep your tone steady.

3) To capture the hearts of customers, we must first do the following:

① Have confidence.

(2) The attitude should be sincere and strive for each other's goodwill.

(3) In conversation, smile and have a happy expression.

(4) The language should be concise, don't be wordy, ask questions clearly and solve problems.

⑤ Pay attention to each other's advantages and give appropriate praise.

⑥ Don't argue fiercely with customers during the negotiation.

⑦ Induce customers to answer yes.

Be able to think for each other and maximize the benefits brought by analysis.

4) Discuss with customers step by step.

① When meeting customers, greetings and cigarettes are the first, and then chatting and giving gifts.

② Get close to customers and stimulate interest in products.

(3) tell the customer the benefits that the product can bring to him.

(4) propose a transaction and urge customers to order or deliver immediately.

⑤ Collection

Don't leave in a hurry after a business is completed. Keep a dialogue with the customer in order to establish a long-term cooperative relationship and tell him that he can provide services at any time.

5. Check the daily work after work and summarize the gains and losses.

1) Fill in the daily business report in detail.

2) Check whether the business is carried out as planned and whether the task is completed as planned.

3) Write a daily marketing diary, summarize working methods, handle customer complaints in time, make a memo and report to the superior supervisor in time.

4) The contents of the marketing diary include:

① Description of working conditions

(2) Summarize the gains and losses of the work and put forward opinions and suggestions.

③ Improved method

④ Customers' opinions and suggestions

⑤ How to deal with it

⑥ Work perception and feeling

6. List the work plan for the next day.

1) For matters that need urgent treatment or are particularly important, they should be included in the priorities for the next day.

2) Determine the focus of work, draw up a preliminary visit route, and eliminate unimportant things.

3) For customers who need to make an appointment in advance, make an appointment to meet.

4) Sales target and related cooperation work of other departments of the company.

For sales representatives, it will be the greatest comfort to be able to complete a day's sales as planned and satisfy their customers. But for a successful sales representative, whether he can provide all-round services to customers will be the basis of his sales success.

Of course, the work of a sales representative is full of changes, and it is necessary to be able to master time flexibly, face customers flexibly and use sales skills flexibly. At the same time, we must prioritize. Although this is true, you should know that the only constant in this world is change. Use the standard code of conduct to demand yourself, but you can't tie your hands and feet like a rope, which will affect your performance.

The present market is an open, homogeneous and multi-variety market. For many products, most of their similar products have similar functions, but their selling points are different. What should we do when the product itself does not have advantages? How to achieve sales and sustainable development?

In my opinion, only through high quality and perfect service system can we provide more benefits to our customers and achieve their satisfaction. However, only customer satisfaction is the first step to complete the product entering the distribution channel. The ultimate goal of the product is to achieve consumer satisfaction and complete the thrilling jump of transforming the product into money in the sales chain. In order to achieve the satisfaction of distributors and consumers, in this process, we can only achieve our goals through high-quality services.

Before the 1990s, the front-line salespeople of enterprises established a solid customer relationship through their eloquence, partner loyalty, hospitality and network. As long as the relationship with customers is close, there will be some sales. At that time, China was an era of commodity shortage and a demand market. As long as the products are continuously delivered to customers (distributors), there is nothing that cannot be sold. After more than ten years of market economy baptism, the current market situation is very different from that at that time. The great richness of commodities meets the needs of merchants and consumers. Although there is more room for choice, homogenization makes customers (dealers) and consumers at a loss. In this case, it is not enough to rely solely on emotional contact. What is needed is a standardized service system, which will ultimately achieve a win-win situation for manufacturers, distributors and consumers.

As market-oriented salespeople, the two groups to be served are: customers (or distributors) and consumers. Let's talk about how to serve customers (or distributors) first.

Pre-sales service-a good start is half the success of sales.

Pre-sales service is the process of guiding the dealer to know something about your products before the products reach the dealer's shelves, and generating interest in the process of communicating with him. In this process, you need to grasp some performances of customers, so that you can capture the psychology of dealers and speed up the chances of clinching a deal. Interested customers will have the following performances:

1. Listen to you carefully and chat with you naturally. This shows that he has a good impression on you and is willing to communicate with you. He should seize the opportunity to deepen the feelings between the two sides.

2, constantly watch the product, or even put it down. This shows that he is interested in products. The purpose of his reading is to find some problems and see if there are any dissatisfaction. At this time, he should dispel doubts and enhance confidence.

I want to know more about products and companies. He wants to know more about the background of the products to be distributed in the future. At this time, he will give a brief introduction and tell him more when he asks for a detailed introduction.

4. Carefully ask about the price, distribution policy, rebate, preferential treatment, etc. Even put forward some objections, such as the price is too high, the packaging color is too dark and there are too many similar products. Explain these questions patiently. Through different comparisons, such as high price, but more than similar products, consumers are more willing to buy affordable products, so you won't sell more? The more you sell, the more you will earn soon!

For the various performances of customers, we should grasp them in time, respond seriously and answer customers' questions. At the same time, we should be able to understand others in good faith, and when appropriate, we can provide some good suggestions to customers, expand the scope of communication with customers and enhance feelings.

In the process of communicating with customers, we should pay attention to strategy, and don't tell him all the advantages of our company and products, so as to have room for manoeuvre and create conditions for better inducing customers.

Customers are businessmen, often out of self-interest protection. When he doesn't fully understand the benefits of the product or meet his own requirements, he may refuse. As a salesperson, it is to create opportunities and finally achieve sales. What should I do?

First of all, we should keep calm in our mentality and be able to send a trading signal decisively. There is a simple three-step trading method:

Step 1: Introduce one advantage of the product to customers.

Step 2: Ask customers for recognition of the advantages.

Step 3: When the customer agrees with this advantage of the product, ask the customer for a transaction.

If you don't succeed, continue to show new advantages to customers until a deal is reached. Of course, not every customer has to accept your products and services. You can end this customer's visit and leave a message for the next visit, so there is a reason.

Serving China-Good customer relationship is the link for the sustainable development of enterprises.

When our marketing personnel have completed the first step of marketing, that is, getting the customer's approval and the transaction has been made, what should we do next? For the list of potential customers we have established, we should visit them regularly. For customers with small purchases but sales potential there, it is necessary to increase the number of visits and deepen the impression with customers. At the same time, tell customers that sales in other places are very good.

Establishing good customer relationship is the main task of sales service. You must bring your ideas to promote the current sales situation of customers, even a little advice. You must stand in the customer's point of view, think for him and use your sales experience to help your customers.

In order to sell for a long time and achieve your sales target, there are more important tasks to be done after sending the products to the customer's shelves.

1, "educate" your customers.

The reason why it is called "education" is that many customers can't understand the needs of consumers more scientifically and let them know what kind of shopping environment consumers like, so as to change their own shortcomings, improve the shopping environment and increase sales.

1) Generally speaking, consumers prefer to shop where there are goods.

◆ There are the latest products on the market.

◆ There are products that are often advertised.

◆ Complete daily groceries.

2) Consumers are more willing to shop in places with good service and good atmosphere.

First of all, you must have a deep understanding of the product.

◆ Can help and guide consumers to buy.

◆ The service attitude is friendly, cordial and approachable.

3) Consumers are more willing to shop in clean places.

◆ Goods shall be placed neatly, and there shall be no dust on the goods.

◆ Goods should be classified and placed for easy selection.

◆ If the light is dim, be sure to turn on the light.

In fact, the process of communication with your customers is the process of education. You can tell him something that can improve his business. Of course, you should affirm your customer first, so that he can accept your opinions and suggestions more easily. What is the most important thing for you?

2) Manage your customers

First of all, we should understand that the purpose of managing your customers is to increase sales. So, in the process of visiting, what methods are used to manage your customers?

Management needs channels and methods.

One channel: through the customer management card, you can learn more about the customer's display, procurement, sales and competing products at the customer's place. According to this management card, we can clearly understand the customer's dynamics.

Method 1: Help customers to do the work of commodity display. The purpose of doing this is not only to enhance feelings, but more importantly, to put products in an obvious position, increase sales opportunities and make customers earn more profits.

By "educating" and "managing" your customers, you can provide them with more suggestions and help them realize the transformation of profits in the process of the whole product reaching consumers. This is the best service for him.

After-sales service-the end of each visit or sale is the beginning of the next one.

When the sales representative completes the sales plan, has the sales been finished? The answer is no, according to speculation, the cost of developing a new customer is ten times that of consolidating an old customer. Therefore, only through continuous service can we retain customers and make sales more stable.

1, timely replenishment to ensure that customers will not be out of stock.

Every time he visits a customer, the sales representative should record the sales situation, such as visiting twice a week, how many goods were sold in the first visit, how much was sold and how much was left. According to the average weekly sales volume, the sales representative should remind customers when to buy. If you don't know the sales situation of customers, it will lead to shortage, not only losing customers, but also losing enterprises.

2. Solve the problems reflected by customers in time.

In fact, customers are the most important link in the product sales chain. They convert their products into money and make a profit. Only by serving customers well first can we get better recognition from consumers. Customers are a group that has the most contact with consumers. Many of their opinions and suggestions are of certain value. It is undeniable that they sometimes make unreasonable demands for their own interests. Sales staff should be good at removing the false and retaining the true, report to superiors in time, and keep abreast of customer trends. Of course, the problems that need to be solved for customers, strive for! ! ! !