How to do a good job in detail service in sales

How to do a good job in detail service in sales

How to do a good job in detail service in sales, the sales industry is the service industry, as everyone knows, sales is to sell your own services, and good service will make your customer base bigger and bigger. Let's share an article about how to do a good job in detail service in sales. How to do a good job in detail service in sales 1

Service preparation

Many hotels have to go through a mirror before going to work. The purpose of this mirror is to let employees check whether their instruments meet the requirements of the company. Service preparation is not only to have a professional appearance, but actually it is relatively easy to do, such as a mirror mentioned above, and it also includes whether your working environment is ready. In addition, the preparations for the following two points need to be continuously strengthened.

preparation of service knowledge and product knowledge. You must have a comprehensive understanding of the products and services you provide in order to provide customers with the best service. If the customer asks you three questions, maybe your appearance is professional and your smile is bright, and the customer may not be satisfied. The preparation of service psychology, before going to work, ask yourself whether you are ready for a positive service mentality and provide the best service to customers with full enthusiasm. If you are not ready to start work with a happy and sunny mood, you are not ready.

receive customers

welcome attitude. Attitude is very important because it determines the customer's perception of the whole service. How to show your attitude of welcoming customers and enthusiasm? Smiling is the most basic. But I often find that this is the most basic attitude. There are also many service personnel who are difficult to do.

friendly greetings. Friendly greetings are very profound, but they are ignored by many service personnel. This is a very small thing and very easy to do. The greeting voice should be clear, loud and warm, and really convey that you are glad to see him and thank him for his patronage. A "frog" greeting created by enterprises in Taiwan Province. All the people chorused "Welcome".

instant greetings. "Not greeting customers will cause a kind of psychological pressure to customers". Many times our customers have to wait a few minutes to be served. Research shows that customers feel that the waiting time is longer than the actual waiting time. A customer has waited for 3 ~ 4 seconds, maybe he feels that he has waited for 3 ~ 4 minutes. When you are ignored, you feel that time passes slowly. Instant greetings will reduce the pressure on customers. Why is there pressure? They are in an unfamiliar environment and feel a little uncomfortable. You work there every day, and they only visit occasionally. Instant greetings can relax the psychological pressure of customers from the beginning, which is the smooth development of services. Greet customers verbally within 1 seconds when they walk into your store or workplace.

make eye contact. If you can't say "hello" loudly. You can greet customers with eyes, gestures, etc., indicating that you have noticed the existence of customers and are ready to serve them immediately. Look at your customer and you can tell him that you are willing to serve him. Eye contact creates a tacit understanding between you and your customers and conveys your interest in further communication.

know the customer's needs

expect the customer's needs. Different people's needs are different, so there must be such preparations for service. The world is big and all kinds of people have it. We must pay special attention to the emotional needs of customers in service. Usually customers have emotional needs to be appreciated, sympathized and respected, and services need to put themselves in their shoes to understand and meet these emotional needs.

observe the needs of customers. Through careful observation, we can see the needs of customers. For example, if a customer stays in front of a product for a period of time, it shows his demand for this product, and the service personnel need to come forward to serve in time.

ask and listen to customers' needs. Many times, the customer will tell us his needs on his own initiative, which requires us to listen attentively to the customer's conversation. Understand the real needs of customers. Sometimes customers may not be able to express their needs clearly. For example, many girls go to beauty salons for cosmetic surgery. It's for beauty. But most people's real need for plastic surgery is to hope to get the love and respect of others. So sometimes cosmetic surgeons do psychological counseling. The skills of asking and listening need constant practice and are also the most important skills in service.

complete the transaction or meet the customer's needs

after you know the customer's needs, you should complete the transaction or meet the customer's needs as soon as possible and try not to make any mistakes in dealing with the transaction. After completing the transaction, always remember to ask the customer, "Is there anything else I can do for you?" To show your willingness to help them.

build relationships with customers

thank customers. Sincerely thanking customers for their business is an effective measure to establish relations with customers, such as using the customer's name: "Mr. Wang, thank you very much for coming. Please go." Collect and sort out customer information. Contacting customers at the right time, such as mailing thank-you cards and New Year cards, are all ways to establish relationships with customers. How to do a good job in detail service in sales 2

1. Sincere

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

Second, self-confidence

Confidence is a kind of strength. First of all, you should have confidence in yourself and encourage yourself at the beginning of your work every day. I am the best.

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

as a sales representative, you are not only selling goods, but also selling yourself. Only when customers accept you will they accept your goods.

joe girard, the world Guinness Book of Records, who is known as the king of automobile sales, once retailed and promoted more than 1,6 cars in a year, with an average of nearly five 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 shows that I can sell myself and, of course, cars.

knowing that there is no power, believing is the power. Joe girard can succeed because he has a confidence that he can do it.

Third, be a conscientious person

"Pay attention everywhere and learn", cultivate the habit of thinking diligently, and be good at summing up sales experience. Review your work every day to see where you are doing well. Why? It's not good. Why? Ask yourself more why? In order to find the shortcomings in the work, we can constantly 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 a will, you will definitely become a leader in the industry. When Wang Yongqing, an entrepreneur in Taiwan Province, started to run his own rice shop, he recorded the time when customers bought rice every time, and remembered how many people there were in the family. In this way, he worked out how many days people could eat rice, and when they finished eating, he sent it to customers. It is Wang Yongqing's carefulness that makes his career grow and develop.

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

IV. Resilience

Sales work is actually very hard, which requires business representatives to have perseverance and perseverance. "If you eat hard and plant hard, you will get people." Half of the sales work is done by feet. We should constantly visit customers, coordinate customers and even follow consumers to provide services. The sales work is by no means smooth sailing, and we will encounter many difficulties, but we must have the patience to solve them and the indomitable spirit.

Before he became famous, American star Stallone recommended himself one by one in Hollywood film companies in order to be able to act in movies. After he hit a wall for 1,5 times, at last a film company was willing to use him. Since then, he has stepped onto 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.

Are the problems that sales representatives encounter every day bigger than those that Stallone encounters? No.

5. Good psychological quality

Only with good psychological quality can we face setbacks and not be discouraged. Every customer has different backgrounds, different personalities and ways of dealing with the world. If you are hit, you should be able to 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, we should not get carried away by the temporary success, and we should know that "joy begets sorrow". Only in this way can we win without arrogance and lose with grace.

VI. Communicative ability

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

VII. Enthusiasm

Enthusiasm is an infectious emotion, which can drive people around you to pay attention to certain things. When you communicate with customers with enthusiasm, your customers will "return the favor". When you are walking on the road, you happen to meet your customer. 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 a new transaction.

VIII. Broad knowledge

Sales representatives have to deal with people of all kinds and levels. Different people pay attention to different topics and contents. Only with extensive knowledge can they have the same topic with each other and talk about speculation. Therefore, we should dabble in all kinds of books, no matter astronomical geography, literature and art, news, sports, etc., as long as we have leisure, we should form the habit of continuous learning.

IX. Sense of responsibility

The words and deeds of sales representatives 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. Undoubtedly, this will hurt the market.

A family of three moved into a new house. When the wife saw that her husband and son didn't pay much attention to hygiene, she 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" with a pen. The next day, when the husband saw it, he also took out his pen and changed the slogan to "Pay attention to hygiene, and the wife is responsible."

Although this is a joke, it illustrates a problem. Responsibility can't be shirked. Only by taking responsibility, like the one in the story, can we make our home more sanitary? First of all, we should pay attention to hygiene ourselves and not shirk our responsibilities. As a sales representative, your sense of responsibility is your reputation, and your sense of responsibility determines how your performance can serve the details in sales. 3

First, once the trial service is completed, start to establish customer files

Don't underestimate any customer, and there is no follow-up after the trial service, most of the reasons are that you are not satisfied with your service. Then once the trial service is completed, the file should be established immediately. Because there is no file, you can't clearly remember the customer's situation, and serving customers is a mess and disorganized. How can you get good grades?

file 1: basic information of customers: including height, age, gender, address, telephone number, weight loss history, attitude towards products, etc.

with this information, you will have targeted guidance. Height, weight, age and sex can tell his standard weight. The address and telephone number are convenient for you to send him a courier in the future, just ask the other party for confirmation, you don't have to ask every time, and other information is the same. Know yourself and know yourself, and you can win every battle. Establishing files is a responsibility for your work and a respect for your customers.

so, have you set up a file for your customers?

if so, that's great. keep it up.

if not, you should know the reason why your customers' turnover is low, right?

File 2: Recording the taking process

This truth is simpler: serving, not recording the process, not knowing how much weight he has lost, not knowing whether he has entered the platform period, and not knowing how to make a plan for the next guidance. If you are responsible for others, then remember to start recording the taking process and changes of all customers.

file 3: paving the way

information is available, and data is available. Then, next, we have to plan and pave the way.

"who is he?"

"What have you done?"

"How do you want to take him down step by step?"

"How do you want to achieve him and yourself in the future?"

please summarize the planning and experience of these ideas, as well as the implementation stage, under the customer file.

In short, the establishment of archives

is a transformation from extensive stress-based loose freelancing

to workflow, standardization and normalization

.

With a working attitude, do other things that Wechat business can't do.

then, you will be destined to be more successful than others.

2. Work before taking the express delivery

After the express delivery, customers should think of some problems and solve them in advance before trying the drink. This will naturally get twice the result with half the effort.

1: single number and follow-up information before taking

Once the single number of daily trial is received, tell the other party immediately. And inform the general arrival time, so that customers can make arrangements in advance. Pay attention to the progress of the single number at any time and remind the other party to check it at any time. This is responsible for customers, and customers will feel that you are careful and sincere. It is the first step to pave the way for customers to cooperate.

before taking 2: once you receive it, tell me how to take it.

The notification of how to take it should be simple and clear. Don't make too many demands. Don't be scared before the customer starts drinking. You can't eat this or that. It is very simple: it is to replace the staple food in the morning and evening, and it is 8 minutes full at noon with less oil and less salt.

lighten the burden before he starts to try it.

before taking it, 3: tell the precautions

Precautions are a supplement to the taking method, and also require simple and clear

For example, basic knowledge such as drinking water, not staying up late, eating more vegetables and frying less.

Before taking it, Chapter 4: Three Chapters of the Law

Make a few rules in advance, put the ugly words first, and at the same time,