Communication ability is the basic ability of clothing shopping guide.

Communication ability is the basic ability of clothing shopping guide.

A shopping guide must have strong social skills, be able to cope freely in any situation and take photos. To be good at establishing close communication with people from all walks of life, you must also know all kinds of social etiquette and master a lot of information. Once you get to know them, you can quickly find topics of common interest and be good at dealing with people.

Sales is to change people's work, and the process of sales is to communicate with customers. Communication ability is an essential ability foundation for shopping guides. With good communication skills, you need to be able to speak, speak, listen and watch.

An experienced shopping guide once said that in the actual shopping guide work, it is better to listen than to listen, to watch than to watch, to watch than to do, and to think than to do.

(1) Can you speak? Have something to say when meeting customers.

How to face customers? Can you talk? , do the following:

1, when facing customers, be able to list the selling points of furniture one by one;

2. Respond to customers' questions flexibly and will not be easily stopped by customers;

3. Be able to speak clearly and have professional standards;

4. Clear articulation, relaxed tone, incoherent introduction and good at self-defense;

5. Be good at mobilizing a relaxed on-site shopping atmosphere.

(2) Can you talk? Can you get to the point?

? Will say? What does this mean? It will be said that it is to guide the buyer to say what the customer thinks and go straight to the point. To understand the psychology of consumers, tell the real needs of consumers. What to say and what not to say; Say more than you should, and say less than you shouldn't.

Stupid joke:

There was once a grocery store owner who trained a shopping guide in the store and said: If a customer comes to buy a product, if we don't have it, we must not directly tell the customer that we don't have it, but should actively recommend some related substitute products to him. ? One day, a young lady came to buy toilet paper. The shopping guide said apologetically: Sorry, we are sold out. ? But at the same time, he added: There is good sandpaper. Do you want it?

We don't know the young lady's reaction and answer after hearing it, but this joke vividly shows that if a shopping guide doesn't know the language skills of communicating with customers, it is useless to be active, and even the more active, the more counterproductive it is.

One? Can talk? Story:

In Taiwan Province Province, when people drink soybean milk in the morning, they are used to knocking a raw egg into hot soybean milk. A guy named Yonghe who works in this soybean milk shop always sells twice as many eggs as others every day. After careful observation by the boss, Yonghe said this when introducing to customers. Hello, sir! Do you want one egg or two eggs? Others asked:? Hello, sir! Do you want eggs? . Different problems have different sales performance.

Therefore, speaking is embodied in:

1, understand consumers and create demand for customers;

2, can accurately grasp the needs of consumers and quickly narrow the distance with customers;

3. Let customers believe what you say, which is full of emotion, optimism and appeal;

4. Vivid and humorous;

5. Learn to use FABE's law to sell products to customers and explain the benefits to customers;

6. Speaking of customers being tempted, achieve your goal;

7. Greet customers and talk about family, which is friendly, natural and vivid;

8. Leave room for customers and strive for as much space as possible for yourself;

9. Be able to describe complex things for customers to understand;

10, which can be introduced in different ways for different customers.

(3) Will you listen? Understand the voice of customers and grasp their needs.

When we talk about a person who should be in sales, we often say that he is rich? Eloquence? . Actually, listening is more powerful.

As the saying goes? Speak from the heart? A shrewd shopping guide is a good listener. They know that apart from introducing themselves and saying hello at the beginning, the initiative to speak at other times should be in the hands of customers. Customer's satisfaction or dissatisfaction, approval or disdain should be expressed through customer's language or body language.

? Will you listen? Our shopping guides can usually quickly judge the types of customers and the real needs of customers from listening.

For example, the customer said: This chair is too light? So is the chair heavy or light? Smart shopping guides will not be in a hurry to reply, but will understand the customer's needs and the true meaning of this sentence. As a result, what the customer really means is that he has children at home, so the chair is light and prone to tilt instability? . If you see that the customer really wants to buy it, you can say:? Although this chair is relatively light to move, it has anti-slip pads on its feet, which can increase the friction with the ground. Moreover, its four legs extend outward, increasing the stress surface and being very stable. Otherwise, why not sit in a chair for an interview? .

Please remember: an excellent shopping guide is also an excellent psychologist.

An eloquent and eloquent shopping guide may not be easily recognized by customers; On the contrary, plain and implicit shopping guides are easy to gain customers' recognition, because customers think such shopping guides are honest and trustworthy, and they are worth communicating with. The customer doesn't want to talk business with a very smart person, so he will be vigilant and avoid being fooled.

Therefore, the shopping guide should remember that you can talk more and listen more, so that your introduction will be more targeted. There is a very vivid saying: God gave us two ears and one mouth, that is, let us listen more and talk less.

1、? Will you listen? the importance of

? Will you listen? It helps to understand customers and needs. In the process of shopping guide, we should find ways to make customers talk and let customers express their views, opinions and concerns themselves.

? Will you listen? Can make customers feel respect and appreciation. Carnegie once said: Listening attentively to other people's attitudes is the greatest compliment we can give others. ? Similarly, customers will repay you with gratitude and enthusiasm. Sincerity.

? Will you listen? You can make yourself more popular. When we concentrate on listening to each other and understanding each other, our posture is humble and modest, and such people will always be more popular on any occasion.

? Will you listen? Help us win the initiative. As the saying goes? A lot of words will be lost? Talking too much may reveal secrets that you don't want to tell. When facing customers, experienced shopping guides often hide the cards first, and then play them according to the situation after listening to the customer's intentions, which has a high success rate.

2. How to make it better? Will you listen?

(1) Ask some simple questions to inspire and encourage customers to talk more. For example:? What else is there? 、? How do you feel about this? 、? Any other ideas? Wait, this will encourage customers to talk more;

(2) Actively listen, communicate with customers with eyes, and notice subtle changes from customers' expressions and eyes;

(3) Never interrupt customers when they are talking;

(4) active listening is embodied in nonverbal ways, such as leaning forward, looking directly at the speaker, nodding and smiling, and responding regularly, such as? what's up 、? I understand, okay? Wait, encourage the speaker to speak;

(5) Be good at trying to figure out the customer's psychology, actively think about the speaker's main points while listening, and quickly identify and analyze them in your own mind to try to figure out the customer's true intentions;

As the saying goes? Speak from the heart? Be good at understanding each other's voices through language.

(4) Can you read? Observe customer needs from details and accurately grasp trading opportunities.

? Will you watch it? Is to observe the customer's needs from the details. Look at the financial ability of customers, what they want to buy and when to buy.

The shopping guide must be able to determine the needs and wishes of customers, otherwise the products will not be sold. In addition to listening carefully to what customers say and analyzing their intentions, shopping guides should also be able to observe their nonverbal behavior. Customers' eyes, gestures, intonation, expressions and overall appearance can reveal their thoughts and thoughts to a great extent.

1. If the customer leans over to watch the product and is willing to communicate face to face with the shopping guide, his facial expression is calm, and he naturally has direct eye contact with you, indicating that he is very interested in you and the product and is in a relaxed and happy mood;

2. If the customer holds his arms tightly on his chest, this gesture represents the meaning of the whole world, represents a defensive mentality, or shows a casual look, scanning the ceiling with his eyes, indicating that he is rejecting you;

3. When the customer rubs his nose, clears his throat, pinches his ears, his eyes are distracted and his legs are unstable while listening to the lecture, you can judge that he is a little impatient;

If the customer slightly raises his head, holds his chin in his hand, makes eye contact with you, and nods to show thinking or understanding, it means that your sales promotion has succeeded more than half. At this time, you should stop talking and seize the opportunity to facilitate the transaction;

5. If the customer makes eye contact with the shopping guide for a few seconds, smile and turn up his nose, which means that he is weighing your suggestion;

6. If customers smile and relax and show enthusiasm, sales will be almost successful;

7. By observing how customers come, such as driving, riding a motorcycle or riding a bike, judge the basic purchasing level of customers.

8. Judge the purchasing level of customers by their clothes. ;