Eight skills of store sales

When customers enter the store, the shopping guide is the only one who makes them feel excited and comfortable, thus leaving their shopping desire, so greeting is the beginning of customer sales service. Here are eight suggestions I collected for you about store sales. Welcome to learn from them.

The first step: the first impression of the customer

This is a very important step, because the customer's first impression often determines how long he will stay in the store. In fact, a friendly greeting is the key to turning those customers who just shop into consumption. If you have the opportunity to get in touch with customers in the greeting stage, you should first say hello in a way acceptable to customers, then say hello in a pleasant and cordial tone, just like greeting someone you really want to meet, and finally pay attention to your body language when welcoming customers. If you are working, you should stop working immediately, turn to the customer and smile.

Standard service instance exercise:

1. Make eye contact with customers when greeting. Put your hands in front of you or behind you with a moderate distance (about one arm's length). Smile and nod. Miss! Hello! ? . Pay attention to kindness and let customers feel that we attach importance to him. Basic welcome: good morning; Good afternoon; Good evening; Hello, miss (sir), hello, miss (sir)! ?

2. When the customer looks outside the store, remember to say with the invitation gesture:? Good morning, miss (sir). You can come in and have a look. ?

3, special festivals, to create a festive atmosphere, welcome words can make customers feel kind and caring. For example:? Hello, miss (sir)! Happy holidays! ? Or? Good afternoon and happy holidays! ?

4. When meeting regular customers, you should use the last name of regular customers, take interest as an opportunity to open the topic, and make customers feel valued and welcomed. For example, Miss Wang (Mr.), the dress you chose last time is for a friend. Does he like it? Or is it? Hello, Miss Wang (Sir)! These models have just arrived, and they are very suitable for you! ? Or is it? Miss Wang (sir), long time no see. What did you buy today?

When a customer needs help, we should let the customer know that you have noticed his needs and are willing to help. Should take the initiative to come forward in time and say: hello, miss (sir), what can I do for you? ? But don't be too hasty and make customers uneasy.

6. When customers are interested in goods, they should take the initiative to introduce them in time to arouse customers' interest in conversation, such as? Hello, miss (sir), is this the latest style? ; Or is it? This fabric is made of cotton, which is breathable, so it is most suitable for the weather?

7. When many customers enter the store at the same time, greet the first customer with the basic greeting method and nod and smile at other customers. If there are other colleagues present, you should signal them to help. We must take good care of every customer and don't let some of them feel neglected or neglected. For example:? Hello, miss (sir)! ? Or? Xiao Chen, please take good care of this customer. ?

When we greet a customer and another customer needs your help, we should say to the customer:? Hello, miss (sir), just a moment, please. I'll be right there. ?

Examples of countermeasures when the transaction is interrupted during greeting;

1. When greetings can't attract customers' attention, we should:

□ Go forward again to greet customers in a non-repetitive way or signal other companions to come forward to greet.

□ If the customer ignores you, smile, follow the customer's eyes and pay attention to the customer's shopping signal.

Finally, learn to observe what customers wear, analyze the product styles suitable for customers, and praise customers actively. For example, miss (sir), your skin color is so healthy that wearing bright clothes must suit you.

2. When many customers enter the store, it is too late to say hello. We should:

Take the initiative to search the eyes of many customers and smile, or extend cordial greetings when waiting for customers to approach.

When the shopping guide finds himself snubbing the customer, he should immediately adjust his status, follow the customer's eyes and pay attention to his needs.

When greeting customers, more than ten customers came again. We should:

Ask another shopping guide to help, smile and nod.

□ Pay attention to the needs of new customers at any time while greeting existing customers.

Step 2: Explore customer needs

When exploring customer needs, we should explore customer needs in all directions. Especially when opening a topic, you should learn to read words, find the right topic, and seize any opportunity to approach customers.

Modern customers like a free and relaxed shopping atmosphere, so after greeting customers, we should leave some space for customers to choose freely in a stress-free environment. Of course, our eyes must pay attention to customers, take the initiative to accept customers' shopping signals, and explore customers' needs through eye observation, ear listening and mouth inquiry, instead of standing beside or behind customers.

Always remember to retail yourself first, not the goods. So customers won't feel oppressed by you. Customers are your friends first, not checks. The purpose is to find similarities and connect them. The most effective way to break the deadlock is to choose a topic that you are familiar with. So you can talk about this topic easily. And it is easy to tell jokes. Of course, if you want to impress your customers, you must use some creative methods to open the topic. Suppose you receive the same way to open a topic in every store, and suddenly you receive a different way to open a topic in a store, you will feel good. At this time, the shopping guide will not care about you, just the shopping guide.

Standard service instance exercise:

1. When customers look around as if they are looking for something, we should take the initiative to introduce it to them in time? Hello, miss (sir), what can I do for you? Avoid turning a blind eye; Avoid slowness; Avoid indifference.

When the customer picked up a product and tried it on him, we immediately stepped forward and approached the customer enthusiastically and said, Miss (Sir), here is a mirror. Can you have a look? Or? Miss, can you try it? But we should avoid pushing our customers too hard.

3. When customers watch/touch a commodity repeatedly, we should take it out of the shelf or laminate, take off the hook, open it with both hands and show it to the customer, and say: Miss (sir), may I open/take it out for you? . However, we should pay attention to avoid sorting out the goods that customers have just finished reading, and avoid preventing customers from putting them on the shelves.

4. When customers ask friends for advice and friends agree with the goods, we should listen carefully and respond appropriately. For example:? Yeah! Your friend is right. This is a slim cut, which suits you very well. ? However, we should avoid ignoring and insulting the opinions and tastes of their friends, and avoid forcing sales to disturb the discussion between customers and their friends and make them disgusted.

5. When customers are just hanging out, take the initiative to say hello, such as? Hello, miss (sir), some of our products are on sale. Please have a look. ? Or? Hello, miss (sir), we have a new model on the market, please have a look. ? Be sure to avoid forcing/urging customers, so that customers feel that they are deliberately selling.

Examples of countermeasures when customer demand is interrupted:

1, how to open a topic through observation:

□ Can customers open the topic through their own accessories and hairstyles? Miss (sir), this hairpin of yours is really beautiful. Where did you buy it?

When a customer has a shopping bag in his hand, we should say? Miss (sir), you are very tired after buying so many things. Can you have a rest with us first? Or? Miss (sir), you have gained a lot! What did you buy? Waiting to find a matching sales opportunity again.

□ Can customers be praised for taking care of their children? Wow! This child is really cute. How old is it?

□ When many people go shopping together? These are some new arrivals. Can you have a look?

□ When a lady enters the store alone, she can come forward and ask kindly:? Miss, do you want to buy something as a gift or something?

2. When customers are not interested in or disgusted with our topic, we should:

Stop the topic immediately and wait for the next opportunity to open the topic with a smile. Or change the subject.

Of course, sometimes we can agree with the customer's point of view and speak according to the customer's meaning.

3. When we misunderstand the customer's needs, we should adjust the recommendation method in time:

□ for example? Excuse me, Miss Wang (sir), what style and style do you need?

□ or is it? Oh! Is this dress completely different from what you want? What style do you usually wear?

4. When customers have questions about fabrics, they can answer:? Our brand is a famous women's clothing brand in China, using high-quality fabrics. ? If you have any questions about the price. You can answer like this:? Yes, the price is a bit high, but this style is exquisitely made and the fabric is very good.

Step 3: Introduce the goods.

Commodity introduction should be professional and easy to understand.

When customers choose among goods, they hope that well-trained shopping guides can answer their questions. They expect the information they get to be clear, convincing and understandable. If you have the opportunity to show your retail skills at this time, you should use your commodity knowledge to get familiar with customers, and learn to show the advantages of retail products to meet customer needs while obtaining information about customers' needs, interests and concerns. If you don't know much about our products, you can't completely help customers choose. Although the store has provided you with resources to understand the goods, it is your responsibility to use these resources. We can get to know the knowledge of products through product manuals, atlas, product identification, list, warranty description, experience of using or wearing products for the first time, customers and so on.

When introducing products, we should learn how to let customers directly contact the advantages of products. Customers usually remember it better through their personal experiences. Instead of just listening to the description of product features and advantages. This means being careful about the products, and don't let people think that the products are on display in the museum! This requires that there is no barrier between customers and products. If the product is hanging on the wall, please take it off. If it's on the model, take it off. Place the product where customers can easily see and touch it. Please hold it in your hand when you point out the product features, and keep eye contact with customers when you explain the product advantages. Let customers try it on again and again! The best place for customers to participate in store activities is the fitting room.

Standard service instance exercise:

1. When giving a targeted introduction to customers, you should listen carefully and help customers with your heart. Analyze the customer's body shape, temperament, skin color and preferences, and avoid blindly recommending according to the actual situation, otherwise the customer will get bored.

2. When introducing commodities, introduce the selling points of commodities according to customers' needs. We should use FAB, AIDA and USP methods to clearly recommend products in terms of product price, fabric, design, color, washing, collocation and trend. For example:? Miss (sir), this is the most popular printing pattern this year. It will be elegant and generous to wear. This color is also the most popular lake blue this year. Can you try it? . Pay special attention to the changes of customers' expressions/actions and make appropriate introductions.

3. When we need to introduce other goods on the shelf, we should lead customers to the shelf by inviting gestures, such as? Miss (sir), there are several models over there. You can come and see. ? Or? Miss (sir), there are several models over there. I'll show it to you. Please wait a moment! ?

When the customer asks for your advice, we should understand the customer's feelings and answer the customer with a loyal attitude, such as? White looks energetic, green is more vivid and looks handsome, depending on what kind of feeling you like. ? Pay attention to avoid conflicts with customers or interrupt customers; It is more important to avoid putting forward too subjective opinions.

This paper introduces the practice of dealing with the interruption of goods transaction;

1. When customers like it, but accompanying friends object, we should:

□ Don't rush to refute the opinions of customers and friends. Take the final buyer's opinion, such as? I think you (or your partner) are quite right?

You can also use rhetorical questions to say to people who disagree:? Miss (sir), what style of goods do you think are suitable for your friends to wear? I can help you choose again. ?

2. When accompanying friends like it and customers don't, we should:

Make a pertinent analysis of the degree to which customers feel the same way, such as: I think this dress is in line with your temperament and the color is very bright. Maybe you are not used to it, but I believe you will like it more and more if you try it. ?

3, when customers are not interested in VIP, just want to discount, we should cleverly answer:

□ for example? Miss (sir), in order to maintain the good image of the brand and the interests of VIP customers, the company strictly stipulates that only VIP cards can enjoy discounts. ?

4. When the way the shopping guide introduces the goods is not popular with customers, or the introduction of the goods is inappropriate. We should say to our customers in the most euphemistic tone, such as? Of course, everyone's point of view will be different. I think what you said is also reasonable?

When customers are hesitant to buy goods, we should help them make a decision, but don't be too arbitrary. For example; ? Miss (sir), this dress really suits you. Let me wrap it for you! This model sells well. I'm afraid it's out of stock when I want to buy it when I come back.

6. What should we say to customers when they want to try on the clothes beside them but refuse to take off the clothes they are wearing? Miss (sir), because you can choose clothes of more accurate size, you'd better take off the clothes you are wearing now, which is one yard apart. The effect after trying on is very different.

7. When the customer approves the product, but says the age is not suitable. We should say to customers:? Miss (sir), it is mainly a matter of mentality, not age. Yesterday, a lady about your age bought it. Are you okay?

8. When customers compare our brand with other internationally renowned brands. What should we say to our customers? Miss (sir), in fact, many customers wear these brands, and some wear morning flowers and evening clothes. Personally, I think the brand is very important, but the most important thing is to have your favorite style.

Step 4: Fitting room service

With good fitting room service, customers can feel our value-added service wholeheartedly, leave a deep impression on customers and promote sales opportunities.

The fitting room service can be divided into three steps: before fitting, during fitting and after fitting. Before fitting, you should know the size of the customer to try on and get the corresponding goods. Next, we should lead customers to the fitting room, unzip the buttons or zippers of clothes while walking, knock on the door when going to the fitting room, and then make sure that the fitting room is clean and tidy, and there is no smell. Also tell the customer how to wear it, take out the hanger and remind the customer to lock the door. At this time, if there is someone in the fitting room, don't forget to politely ask the customers outside to wait for a while or look at other products.

When fitting, be near the fitting room, be responsible for matching or suggesting fitting for customers, and try your best to promote a series of sales opportunities. At the same time, take care of customers nearby. If customers stay in the fitting room for too long, they can gently knock on the door to remind them.

After fitting, we should help customers tidy up their clothes, such as lapels and sleeves, and walk with customers to the fitting mirror to politely ask customers how they feel about the service. What I want to remind you here is that while helping customers, we should try our best to show customers the characteristics, advantages and benefits of the goods, so that customers can have different choices and constantly think about and improve the quality of service. Especially when speaking, we should consider whether it will hurt the customer's self-esteem, such as: too fat? 、? You have a dark complexion? 、? It's so cheap, you have to consider it? 、? The color is too bright for the elderly? Wait, these are the taboos of shopping guides. Here are some suggestions for providing quality service to customers in the fitting room. For example, when customers try on in the fitting room, coordinate your time to help other customers and pay close attention to and listen to the situation in the fitting room. If you have to leave the scene for a while, please tell the customers in the fitting room before you leave. Finally, remember to clean the fitting room after the customer leaves and prepare to invite the next customer!

Standard service instance exercise:

1. Before fitting: When customers need fitting room service, they should first know the style, color and size of the required goods and confirm with them. Avoid taking the wrong code or color. If there are no goods suitable for customers in the freight yard, you need to pick them up in the warehouse, so please wait a moment. You can let him look at other goods first, and let him go to the warehouse to help you pick them up right away. Try to control the pick-up time within 1 minute. Secondly, help customers take off their clothes, trouser racks/wrapping paper, unbuttoned goods, zippers, ropes, etc. These actions should be controlled within 30 seconds as far as possible, then lead the customer to the door of the fitting room, knock on the door first, make sure that the fitting room is empty, and quickly check the sanitary condition of the fitting room and whether the fitting items are properly placed.

2. During fitting: help customers put their items on the hook or chair in the fitting room, remind customers to lock the door and tell them to take care of their valuables. Be sure to remember how many clothes customers try on, then stand in a favorable position, pay attention to the situation in the fitting room at any time, and help customers who come out in time.

3. After fitting: To help customers walk out of the fitting room, we should pay attention to observing customers' expressions and actions and make appropriate analysis. The fitting room service at this stage is the key to the transaction, and we may encounter many customers' questions. In the face of customer inquiries, we should be professional, confident and sincere.

A. When the customer is satisfied when trying it on, he should immediately give recognition and praise, such as? Yes! You look energetic in this dress?

B. When the customer's trousers are too long, ask the customer how they feel first. If the pants are too long, you should inform the customer of the company's relevant regulations on changing pants. When measuring the length of trousers, the correct way to make customers stand, ask customers what kind of shoes they usually wear to match, and fold the trousers inward. Then ask the customer where the waistline is at the beginning of the measurement to avoid embarrassing things for the customer at this time. Finally, tell the customer the measurement results softly and let the customer confirm.

C. When the customer asks your opinion? If the shopping guide is not sure about the answer, he should ask the customer how he feels by rhetorical question. When you are sure to answer, you should answer the customer with a loyal attitude. For example:? White looks more energetic and green looks brighter, so it looks more handsome? But we should avoid giving subjective opinions.

D. When the product size or color requested by the customer is not available, firstly, suggest the customer to try other similar products, and quickly check whether other stores have them online? If there are goods in other stores, a part of the deposit will be charged. Secondly, write down the customer's relevant information and discuss with the customer where to pick up the goods. If the customer only pays a part of the deposit, try to let him go back to your store to pick up the goods. Finally, repeat the information registered by the customer, and ask the customer to sign the register, open a receipt/sales receipt and give it to the customer.

Practice of countermeasures in case of service interruption in fitting room;

1. When customers wait for fitting for too long, learn to calm their emotions in time. Say to the customer:? Miss, I'm sorry to have kept you waiting. You can sit down and have a rest, or you can look at other goods. ?

When trying on clothes in the fitting room, the clothes were damaged. What should you say to customers? There is only one model, and it is mercerized cotton. It seems that it can't be repaired, but I know you didn't accidentally let you buy it according to company regulations, it was an accident. I will explain the situation to the company. Will you consider other styles?

3. What should I tell the customer when there is no size suitable for the customer during fitting? Miss, you can try this size and other colors. ?

Step 5: Extra promotion

Additional promotions should be constructive and based on facts. Pay attention to the following two points: when recommending goods to customers, pay attention to matching recommendations; When customers try on products in the fitting room, they can choose the right products for customers.

Professional shopping guides in retail know that it is a good additional service for customers to promote the retail of other products through suggestions on the initial products purchased by customers. This shows that you are interested in meeting all the needs of customers. Matching promotion is a core skill in service culture, which has been widely practiced and applied. The duty of the shopping guide is to look for opportunities to add products when customers first buy. Before this stage of the retail process, you have many opportunities to collect information from customers, and it will be easier to advise customers to buy more products. Moreover, matching promotion is an important part of store performance.

Standard service instance exercise:

1. When the customer is preparing for the fitting or when the customer comes out of the fitting room, we can tell the customer that this dress is very suitable for him, and the effect will be better if it is matched with the upper body/lower body. As an extra promotion.

2. When the customer has finished buying, the payment can tell the customer that we are promoting sales, some goods are on sale, and some are very good. You can have another look if you like.

3. When handling VIP, customers can tell them that our store can buy full-price goods from 580 yuan at one time or full-price goods from 880 yuan within one year, so they can become our VIP customers and enjoy a 25% discount. Opportunities to increase sales rate.

Example exercises to deal with extra promotional interruptions;

1. When the customer does not accept the matching promotion, we should say to the customer:? Miss, you can try different styles. What do you like to do with your clothes?

2. What should we say to our customers when we want to make a complete promotion plan? Miss, it's a set, but it can also be worn separately. If you don't have matching top/bottom clothes at home, you can choose from our store and I will recommend it for you. ?

3. When you don't match the promotion, you should say to the customer:? Miss, I think these two styles suit you very well. It gives people a different feeling. Can I wear it on different occasions? .

4. When the fitting effect is not good, tell the customer when you do the fitting promotion again. Miss, you can't see the effect by wearing this dress alone. Would it look good with these pants? .

Step 6: Cash register

Cashiers should show that customers are noble, so as to increase customers' happy shopping experience;

It is very important for cashiers to leave a good impression on customers when they serve at the cashier's desk. This process includes: smiling, greeting, additional sales promotion, singing tickets and accurate input. However, we should also seize the last sales opportunity. Through our coordination with the cashier, it is the essence of our service to increase the customer's pleasant shopping experience.

Standard service instance exercise:

1, when customers need to pay, first help them get the goods they need to buy, and lead them to the cashier and introduce them to their cashier colleagues. Secondly, the cashier should count the quantity, style, size and color of the purchased goods with the customers and inform them one by one for confirmation. Use a scanner to input the bar codes of goods into the computer one by one, and then collect money, change and package the goods. Finally, give the goods to the customer and remind the customer of the company's regulations on replacing the goods.

The interruption of cash register service is an example of countermeasures;

1. When the customer doesn't have enough money to complete the transaction, we can tell the customer to pay less down payment and keep it until tomorrow afternoon.

When we find counterfeit money, we should say to customers:? Miss (sir), the money detector makes a sound. Can you look at these bills for me again?

3. When customers with VIP cards and customers without VIP cards pay at the same time, customers without VIP cards ask for discounts. We should say to customers who don't hold VIP cards: Miss (Sir), only customers who hold VIP cards can enjoy preferential services. When you purchase a certain amount, you can also apply for our brand VIP card and become our valued VIP customer. ?

When the customer temporarily changes his mind after the transaction, it often appears. At this time, you should say to the customer: Miss, please believe your eyes. This is really good. You can take it back and ask your friends. I'm sure they'll like it, too? .

Step 7: Say goodbye

Farewell service in place is the beginning of the next business.

First-class service is indispensable even at the end, which is also the beginning of the next business, so please don't forget to deliver it to your door when you leave the store, and say that you expect him to come again next time.

In particular, when there is little passenger flow, try to send customers to the door. If the shopping guide on duty is busy and can't be delivered to the door, the cashier can also send them away with words or expressions. When the shopping guide and cashier on duty are not available, other shopping guides should say goodbye on their behalf.

Standard service instance exercise:

1. When the customer leaves, we should say:? Miss (sir), please take your belongings with you. Please walk slowly? Or is it? We will have new products on the market one after another. Come and have a look sometime. Take care! ?

Example exercises of countermeasures to deal with transaction interruption when customer needs are found;

1. When we say welcome words, customers will go back to the store. We should say to customers: Miss (Sir), you must be tired after trying on so many clothes just now. You can sit on the sofa and have a rest. Please feel free to call me if you need anything else.

Step 8: Return visit after sale

Timely after-sales telephone call back to build customer loyalty.

Three days after the product is sold, the shopping guide should take the initiative to call the customer to confirm the degree of satisfaction with the quality and service of our products to Mars, further consolidate the interactive relationship with the customer and take the initiative to find problems. Pay tribute to customers when they meet holidays, customers' birthdays and important days. When there are major changes in solar terms, such as the weather suddenly getting cold or hot, we must take the initiative to remind customers, so as to trigger consumption motives. If there are new products on the market or the company holds preferential activities, we should also give priority to inform them. We can call or send text messages to greet customers through the contact information left in customer files.

Summary of eight-step service points:

1, when you say hello, make eye contact and show your beautiful smile.

2. Give customers the time and space to browse the goods, carefully observe the characteristics of customers, find a topic to open, have a friendly conversation, and discover and determine the needs of customers through careful questioning and listening.

3. Introduce the benefits and benefits the product brings to customers.

4. Lead customers to the fitting room for standardized fitting service.

5. Recommend additional products in a matching way.

6. The cash register service is in place, which increases the customer's pleasant shopping experience.

7. Tell customers your name and invite them to visit our store again.