How to greet new customers when they enter the store

How to receive new customers when they enter the store

How to receive new customers when they enter the store. When customers come into the store, you need to receive them quickly. In daily life, As a salesperson, our main job is to recommend our products to customers. Let’s take a look at the words and related information for welcoming new customers into the store. Tips for welcoming new customers into the store 1

Usually in this whole process, customers will generally go through four key stages: the customer just comes to the store - the customer enters the store - the customer stays in the store - the customer is purchasing - the customer leaves shop. The speech analysis of each link is summarized as follows:

1. The customer has just arrived at the store

Analysis: Before the customer comes to the store, the store shopping guide must stand in place and smile and nod while maintaining a distance of three meters. , verbal greetings when the distance is two meters, gesture guidance when the distance is one meter, and a warm welcome to make customers happily walk into the store. The standard welcome words should be:

"Hello, Mr./Ms.! Welcome to Boss Electrical Appliances!"

Simple and clear words, highlighting three important factors: greeting , greeting people, and implanting brand names

Of course, when faced with multiple visits or regular customers, our welcome words will be different:

"How are you, Mr. Wang/Ms. Wang?" !I’m glad we meet again!” (handshake)

2. Customers entering the store

Analysis: In the home building materials industry, for ordinary customers, It is an industry with low attention. If there is no demand for products in this area at home, customers will basically not understand the specific conditions of the brand and industry. However, when there is demand for these products, customers are eager to fully understand the industry and knowledge. , so when it first came to our store.

They entered the store as a judge. This judge mainly hopes to have a comprehensive understanding of the entire industry, but when they come to an unfamiliar environment and face an unfamiliar shopping guide, they are also very familiar with the products. Stranger, so in order to avoid being deceived, he must have walked in with a defensive heart.

At this time, the shopping guide must use words to calm the atmosphere and stabilize people's hearts to stabilize customers. Therefore, many speech skills are reflected in caring content:

For example, when the weather is very hot/cold, the speech skills should be: "It's very hot/cold today, it's cooler here. /Warm, drink a glass of water/hot water/tea/coffee first."

For example, if a customer comes in looking very tired, the words should be: "I am sure I am tired from shopping and shopping. Sit here and have a rest and have a cup of water/tea/coffee.”

For example, if a customer brings a child, the words should be: “Hey, the children are so cute. Come on, we have a lot of them here. There are toys!”

Relax the customer by caring about the customer or paying attention to the conversation around you, and do not start talking about sales or products.

3. Customers stay in the store

Analysis: When a customer comes into the store, whether he or she is willing to stay depends on the three minutes after entering the store. Why is it only three minutes? Because usually there are many unfamiliar customers who come into the store. At this time, although they have gone through the words of care or attention and the service actions of serving tea and water, the customer's defensive mentality is still there, and trust in themselves is established as soon as possible within three minutes. , so that customers are willing to stay in the store. Then our words at this time should focus on building customer trust.

There are three common speaking methods:

1. Self-introduction speaking skills

"Sir/Ms., let me introduce myself first. My name is Wang xx , three horizontal and one vertical Wang, is the gold medal kitchen appliance consultant of our boss appliances, please call me Xiao Wang!" (hand over business card)

"Can I ask for Mr./Ms. Zhang's business card? May I ask what your last name is, sir/miss?"

Let people know you, know how to address you, understand your identity, and know what problems you can help people solve! At the same time, you can also exchange business cards and learn the customer's last name. .

2. Background information and greetings

"Which community do you live in?" "Is your home newly renovated or renovated?" "What progress is the renovation of the house?" "How big is the house? "Area?" "What style of decoration?"

By chatting with these questions in a casual manner, on the one hand, we did not discuss sales directly, and on the other hand, we grasped the background information for subsequent recommended products to customers, and at the same time, we also Find topic support for the following compliments.

3. Sincere words of praise

"xx Community, I heard that the environment of this community is very good, with a large green area, many sports facilities, a swimming pool, and complete facilities. , Mr./Ms. are really lucky to be able to live in this community!"

"120 square meters, the house is so large, you can tell at a glance that Mr./Ms. must be a successful person in career!" < /p>

"xx style, many friends choose this decoration style this year. This style is very fashionable and tasteful. Mr./Ms. is really good at choosing!"

Of course, you can also choose from other styles. Compliments are given in all aspects, such as speaking voice, personal image, dressing, etc.

Praise accompanied by body movements (eyes, smiles, gestures, etc.) will greatly improve the effect of praise.

4. Same-word marketing techniques

Find the same accent when listening and speaking: "Mr./Ms., your accent sounds like you are from xx place?" Oh, then we are fellow villagers!"

Look at the clothes and look for similarities: "Mr./Ms., you also like this clothing brand. I also like it very much. I particularly like this brand. The spokesperson is here!"

I heard that the voice sounded similar to ***: "Mr. Oh! I’m so happy!” Of course, during the greeting process, you can also look for more similarities: alumni, same tone of voice, same hobbies, same idols, same hairstyle, watching the same TV series, etc. Techniques for greeting new customers when they enter the store 2

Sales when customers enter the store

When customers enter the store, greet them first, and follow them at an appropriate distance when they browse the products. , use the peripheral vision of your eyes to observe the customer's actions, give the customer an appropriate space and time to appreciate the product, and only enter the reception and introduction when the time comes.

So what are the key actions that customers will take during the browsing process that require us to provide services to customers:

1. Eyes brighten, look at the product

2. Search labels and check prices

3. Compare quantities and ask for details

Once the above key actions occur, shopping guides should pay attention and explain to customers If you are interested in this dress, or this type of dress, it is time for you to start introducing the product in detail and provide excellent service!

Of course, in addition to selling the correct products to customers, the words in appropriate scenarios also help our sales to a certain extent.

1. New Product Recommendations

Customers are paying more and more attention to the style of products. Is it the latest and most popular? Generally, the latest products are one of the biggest selling points in sales.

Recommended words

1. "Sister, this is the latest model we have just arrived. Let me introduce it to you...".

2. "Hello, this is the most popular simple style this year, please come over here! I will introduce it to you in detail."

3. "Dear, you have really good taste. This product is very suitable for urban white-collar workers like you. You might as well try it on and feel it."

Wrong words

1. "Madam, a new model has just arrived. Are you interested?".

2. "This is our latest model, do you like it?".

3. "Dear, red is popular this year, do you like it?".

2. Product Promotion

Sometimes shopping guides are only concerned with the sales of new products and often ignore the introduction of promotional products. You must know that some customers who pursue cost-effectiveness are very concerned about discounts.

Recommended words

1. "Miss, our store is having an event, and now is the most cost-effective time to buy!".

2. "Hello, welcome to XX brand, which is offering a 12% discount on all products. Anyone who purchases over 2,000 yuan can get a free gift...".

3. "You are so lucky, there is a huge discount right now, 50% off everything."

4. "You are so lucky. We are currently doing a campaign to give you xx when you buy new products."

Wrong words

1. "This row is all on sale, just take a look."

2. "These are old products, buy 3 and get 1 free."

3. Praise customers

Appropriate praise will make customers happy. Customers will think, "Anyone who gives money will be given, and giving will make them happy."

Recommended words

1. "Miss, you are really discerning. What you see are our designer models for this season. There are only 2 pieces in the whole store...".

2. "Dear, you know how to dress well. Your ordinary jacket matches you so well."

Wrong words

4. Manufacturing uniqueness

For products that customers like, you must express the effect of a rare opportunity, so that customers can seize this rare opportunity.

Recommended words

1. "Our promotion time is these 2 days, after which there will be no discounts, so buying now is the most cost-effective time, otherwise you will have to spend more A few hundred yuan, it would be nice to use that money to buy some other things."

2. "Miss, the latest style designed by our designer is a limited-production and limited-sale style in order to ensure the uniqueness of the style."

Wrong words

"You can go shopping casually, there is absolutely no such style in the whole mall"

In fact, we have a good opportunity in the sales process With good service, you will get different sales results. Therefore, during the sales process, shopping guides must pay attention to the scale and provide customers with the most "comfortable" service. Tips for greeting new customers when they enter the store 3

Sales tips for facing various situations and problems

1. When a customer says: “I don’t need so many functions at all, the quality Such a great product." What should the salesperson say in this situation? Wrong statement: "This is not very good! It's just average." "I understand you. I just want to know why you said that?" Correct statement: "You are absolutely right. It's just that such a good product sells this The price is very cost-effective for you”

2. When a customer has objections to the after-sales service of the product, what should the salesperson say? Wrong way of saying: "You said that, I can't help it" "Why would you say that?" Correct way of saying: "What do you think can be done to make you confident?" Just like the first salesperson's answer It's obviously a little bit emotional. The more emotional you are, the more customers will feel that there is indeed a problem with your after-sales service.

3. When a customer says he is a little fat, what should the salesperson say? Wrong statement: "It's not like you said, I'm not fat at all." The correct way to say it is: "No, plumpness is a person's blessing, and it means that you live a happy life, doesn't it? Besides, many people can't force this."

4. When When a customer says the product price is high, what should the salesperson say? Wrong statement: "It's not expensive! Our prices are not much higher than those of our peers." The correct statement: "Customers who buy products now care about value rather than price. I believe you have more experience than us in this regard. You will know after reading the product first." Only such a statement can make customers agree, and then they can continue to Use this method to allow customers to continue to identify and ultimately close the deal.

5. When customers ask why your products are so expensive? What should the salesperson say? Wrong statements: "Is this price still expensive?" "We don't bargain here" "Then please give me a price" "Now there are activities in the store, and if you buy more, you get more free gifts. This price is the most appropriate."

Correct statement: "Yes, I understand, if you just look at the price, it will indeed make people feel this way, but I want to tell you that our prices are high because of our after-sales service. Well, when everyone buys a product, they focus on after-sales, especially for such large-ticket items.

Do you think I am right? A simple example, why many people now buy houses in school districts, just for their children. In addition, the construction of such a community must be better than elsewhere. Do you think this is the case? ”

6. When customers say it can’t be cheaper? Do you want to order? What should the salesperson say? Wrong statements: “There is really nothing we can do”, “There is nothing we can do due to company regulations”, “I’m really sorry, this price is really the best”. Correct statement: "Yes, I can understand how you feel.

Because we all want to buy the best product at the cheapest price, I'm just really sorry and hope that at this point you It’s understandable that every product has its own cost, and we need to have guaranteed quality and after-sales service, right?”

7. When customers say that I am a regular customer, I cannot give a discount. A little more? What should the salesperson say? I'm afraid many people have encountered this situation, right? Wrong statement; "I'm really sorry, this price is only for old customers, as it may be difficult for others to get it", "You are our old customer, you should know that this is the rule here!"

Correct statement: "I really appreciate your support for such a long time. I'm just really sorry, especially at this point. I hope to get your understanding so that I can give you a gift in my own name." , I hope you will accept it”

8. When a customer says I know your boss, I don’t want to find him anymore, just give me a cheaper price! What should the salesperson say? Wrong statements: "I'm sorry, there is no way" and "We act according to the rules.

Even if the boss comes, the price will be the same." The correct way to say it is "That's great. Then you should know that our store attaches great importance to integrity and service. Our prices are honest and reliable, the quality is guaranteed, and you can spend money with confidence. Don't you think so?"

< p> 9. When a customer says the price is higher than expected, what should the salesperson say? Wrong statements: "You may have made a wrong estimate" or "That's impossible." The correct way to say it is: "So what were your original expectations? What are your standards?" After the customer finished answering, the salesperson said: "Oh, I understand, let me tell you the facts..."