How to keep customers in the store with 20 seconds of ice-breaking words

Customers who enter the store usually stay for a short time, most of them just walk around and leave, and many shopping guides also report that no matter how hard they try, the result of staying is still very unsatisfactory.

Status quo: Unable to retain customers is a common problem in every store at present, and it is also a key link that affects the promotion of store sales performance.

Analysis: Before customers enter the store, the company will spend a lot of money to attract customers into the store, from brand promotion to storefront construction, such as floor, lighting, stereo, window and so on. These links in the store are more important and are the hardware facilities to attract customers into the store.

Within 3 minutes after the customer enters the store, if the shopping guide can't establish a basic relationship with the customer, that is, the customer doesn't want to listen to the introduction of the shopping guide, then the next product introduction will get twice the result with half the effort and even attract customers' boredom.

Customer behavior description:

I'm just looking around ... b, either walk around or go away. C, silent, expressionless.

There is a kind of money interest relationship between customers and shopping guides, which leads to customers' distrust of shopping guides, and there is an ice belt, whose existence is an obstacle and even more indifferent!

As a shopping guide, if you want customers to stay, be willing to listen to our explanations and communicate with us, you must break the ice belt, that is, how to melt it.

Conventional analysis of customer's behavior psychology

Let's first analyze the psychological state of customers when they enter the store, so as to understand customers' behavior objectively. Customers will inevitably have a certain degree of vigilance when they enter the store. Usually, they are unwilling to answer the questions of the shopping guide, and even more unwilling to talk, because they are worried that once they open their mouths, they may be entangled in the shopping guide. Therefore, in order to protect themselves, customers often choose not to talk or talk less.

Before customers enter the store, we should enter the welcome state;

Greeting guests is our first impression to customers.

Welcome guests-its biggest goal is to make customers feel comfortable when they enter the store, and don't let customers feel strange, confused and alienated from us at once;

Look for the right time to approach customers.

According to the store practice: customers will be received as soon as they enter the store, and the first sentence of reception usually has these three kinds:

"Can I help you, sir?"

B, "What kind of products do you need, sir?

D, "Look around first, sir, and call me if you need anything!"

How to answer such a question? The answer is often: I'll just look around first! Or pretend not to hear. Then, there will be a layer of communication "ice belt" between the shopping guide and the customer, and then the introduction will be stiff or even embarrassing. Of course, the difficulty of promotion will also increase.

In fact, customers come into the store for a certain purpose. Before they find their own goals or products that they are slightly interested in, the shopping guide will intervene in the scope of customers' thinking in advance-even introduce products endlessly, which is often rejected by customers' current psychology. ...

Summary: shopping guides should not receive customers too early, which will lead to rejection; But it can't be too late, which will also make people feel left out and the service is not thoughtful. Shopping guides need to learn to observe from the corner of their eyes and observe the right time.

In general, customers entering the store are divided into two categories. One kind is active customers, who are eager to find the target as soon as they enter the store, or directly ask the shopping guide if they have the products they need. The second category is silent customers, who don't talk when they enter the store. Some of them are gentle and the overall rhythm is slow.

Active customers are relatively easy to receive. For example, a customer looks around when he enters the door, which seems a bit urgent. At this time, you can start the following shopping guide process.

As for the second category, it is the biggest headache for everyone. For silent customers, customers must be given a certain choice space, including time space and physical space.

If you say at this time: Sir, what can I do for you? That will put some pressure on customers, causing them to say "just look at it first".

Analysis: After welcoming guests, the shopping guide should give customers 10-20 seconds to browse independently. This time is the opportunity-seeking stage of the shopping guide. Under normal circumstances, in this short period of time, silent customers will have the following five situations; A, touch the goods by hand to see the label; B, always looking at the same commodity or similar commodities; C, look at the shopping guide after reading the goods, D, stop and go, it is a bit embarrassing to want to go in; E, the browsing speed is very fast, and there is no obvious goal.

Analysis: At this time, the shopping guide should move forward quickly, seize this critical opportunity, and begin to approach the customer … First, the shopping guide should keep a certain distance from the customer, and don't follow closely; Second, don't do things that have nothing to do with work. Chatting and reading books are the most taboo these days, because these behaviors are hard to convince customers that you are a standardized brand.

Suggestion: the behavior of shopping guide must be work-related, preferably dynamic, so that you can easily observe the customer's status and find opportunities, such as changing models and cleaning a corner.

Don't put too much pressure on customers.

Tip: the pressure that causes behavior often comes from the wrong language;

What is stress? Stress is to make customers feel uncomfortable! What is the uncomfortable result? Is psychological tension, vigilance, want to get rid of uncomfortable! There are two reasons why customers are uncomfortable entering the store:

The first is that the customer is most sensitive to her money, or the psychological tension caused by paying too fast;

Second, don't invade his (her) private space, don't be persistent, because today's customers are more and more self-centered and pay more and more attention to the freedom of private space.

Tip: Don't make mistakes-the shopping guide doesn't give what the customer wants!

Analysis: Based on the analysis of the above two reasons, the current shopping guides either say something wrong or misbehave, which makes the silent customers' already alert psychology more closed, so that they have the idea of not paying attention to shopping guides but just staying away from them. If you want to find the goods you like quickly, if you don't, you can quickly "transfer". So, how can we get close to them, so that customers can have no pressure?

First, don't follow. Keep a distance of at least 3 meters from the customer, and don't block the customer's passage. Control your feet and don't cause any psychological pressure or practical obstacles to customers;

Second, talk about dialogue. Try to avoid approaching customers with questioning statements.

For example, "Hello, did you buy XX products?" Can I help you? You can experience it if you like. "What style do you like? There is a lot of pressure to ask such questions, so that customers will avoid language to protect themselves-I'm just looking around. ...

There are three ways to treat the opening remarks of customers correctly:

Method 1: You have a good eye, sir. This is ours. . . . Product, this style is very unique. . . (Greeting customers)

Method 2: "Sir, our products are selling well now. Let me introduce you. . . (Cut to the chase, cut to the chase)

Method 3: "Hello, sir! This is the most popular style this year, which not only shows the taste, but also the fabric is very special. . . . Please let me give you a detailed introduction here "(highlighting the special functions of the new model).

Silent customers and the solution of purchase obstacles

Problem: The above points can only avoid the appearance of "ice belt". After all, no matter how hard we try, there will always be some customers who say "just look around" or keep silent. What should we do?

Analysis: If the customer doesn't talk, we will never have a chance, because you don't know what he is thinking, what he wants, and of course you don't know what you should do? At this time, the second "breaking the ice" will be carried out;

Correct coping strategies:

Don't care too much about customers' "glance left and right". Analysis: Because it has become an "excuse" for each of us to buy, that is, it is part of our buying habits.

So, don't pay attention to what these customers say casually, and don't entangle the problem itself.

Find ways to relieve the psychological pressure of customers. Cleverly turn the customer's topic into a reason to approach the customer, and then put forward some topics that you care about and are easy to answer the customer, so as to develop in a direction conducive to the active sales process and play a role in taking advantage of the trend.

The right way

"Yes, Sir! Be sure to read more when shopping! However, we just got two very good products recently and many customers like them very much. You can get to know them first! This way, please . . . "

"It doesn't matter, Sir! It doesn't matter whether you buy it now or not. You can learn about our products first. Come on, let me introduce you first. . . . What fabric products do you prefer? "

What if the shopping guide will be rejected by the customer despite this method?

First of all, in the face of such customers, don't lose heart, let alone complain, or even feel that your self-esteem has been hurt. You know, it's normal for customers to have this reaction. As long as they haven't left the store, you still have a chance.

Secondly, you can take a step back, but you and your customers have to have face. You can neither show your rudeness and hurt customers, nor drive them away. At this time, you can say, "That's all right, sir." You can re-select your favorite products. I am Xiao Zhang in this cabinet. Please call me immediately if you need anything!

Point: Remember, when you speak, you must smile and show sincerity! You can also pour a glass of water or coffee to bring you closer to your customers and achieve your goal slowly.

Maybe you will ask, what exactly is removing obstacles? When you think that customers are willing to listen to your product introduction, it is basically realized. After retaining customers, you should quickly lead them to the product experience. Only when customers participate in the product experience will the stay time be correspondingly extended and we will have more opportunities. In the process of interacting with customers, shopping guides should stimulate customers' desire to buy and guide their trading direction. ...