How to communicate with guests?

Keeping good relationship with customers, retaining customers and expanding sales are the goals of promoters. It is difficult to do this without comprehensive communication with customers. Whether a store's business is prosperous or not depends on how many regular customers it has. Knowing customers is the first step to establish a good relationship with customers. People get to know each other first, then get to know each other, and finally they can establish a stable cooperative relationship, as well as the relationship between promoters and customers. To treat different types of customers, we need to adopt different corresponding methods to establish good relations. Identifying different types of customers depends on the observation ability of promoters. Self-inspection adopts different reception methods according to different customer needs. Please do the following connection questions to choose the most suitable reception method for different types of customers. (1) Silent customers A. Speak less, let customers watch and encourage themselves. (2) Negotiating customers B. Providing professional commodity knowledge and playing hard to get. (3) argumentative customers C. encourage, suggest and make decisions for customers. (4) Cautious customer D. Kindness, answering questions and paying attention to action language. (5) Refreshing customers E. Provide reference, peace and courtesy. Get close to customers at the right time. In order to sell, promoters must first get close to customers, especially when customers are hesitant or unable to make decisions. It is more important to get close to customers and convince them. According to the analysis, promoters seize the opportunity to get close to customers, and sales have a 5% chance of success, which shows that getting close to customers is a very important link. 1. proper greeting sometimes, it is not wise to rush. As soon as the customer enters the door, the promoter only needs to say hello at will. If the customer is greeted with excessive enthusiasm, it will often annoy the customer. The customer who is afraid of trouble simply says, "I'm just looking," and then leaves. When the customer thinks: "This thing is good" and "I don't know if it is suitable", it can be said that it is a good time. (1) the time to greet a skilled promoter should judge the customer's needs from the customer's actions and expressions, and grasp the appropriate time to approach the customer. When the promoters find that customers have the following actions, they can come forward and say hello: "Welcome, isn't this a beautiful color?" Wait a minute. (2) The skill of greeting should emphasize that you can't simply say "welcome" when greeting, but should pave the way for the next sales. 2. The best time to get close to the customer. Experienced promoters should know that when the customer looks up, it means that they have decided to buy the product, otherwise they don't want the product. If the customer makes a negative decision, the promoter should try to understand the reasons why the customer doesn't like it, which will be helpful for future sales. When the right time is found, the promoter should "attack" and walk to the customer, but not too close and say, "Did you find something you like?" As long as the customer opens the golden mouth or nods in agreement, it shows that the attack has been basically successful. Before the customer decides what kind of goods to buy, instead of rushing forward to deal with it, it is better to let the customer browse freely, and the promoter only needs to be prepared to deal with it. Self-check According to the following examples, analyze what is right, what is wrong and why. How to correct it? . (1) Xiao Wang warmly greets a customer: "Aunt Zhang, here you are. You look great today!" Aunt Zhang: "Are there any fresh fish today?" Xiao Wang: "Yes, please look here and I'll help you choose." (2) Xiao Li, the new promoter, was very active. As soon as Uncle Zhao came in, he quickly greeted him and enthusiastically asked, "What do you need?" Uncle Zhao said, "I'm just looking around." Xiao Li said, "Let me introduce you." Seeing his posture, Uncle Zhao said, "No need" and left in a hurry. (3) Xiaoming eagerly looked at the robot model in the counter. Promoter Xiao Zhou kindly asked, "Do you like it, little friend?" Xiao Ming said, "Yes." Xiao Zhou: "Then let Mom and Dad buy one for us, ok?" Xiao Ming: "Good." Looking back, he shouted, "Dad, I want a robot!" Determining the needs of customers is called "knowing ourselves and knowing ourselves, winning every battle". Promoters can only prescribe the right medicine for customers, recommend suitable products, provide necessary services and promote sales. The process of determining customers' needs can apply the steps of "looking, smelling, asking and cutting" in traditional Chinese medicine. 1) It is hoped that through close observation, promoters should be able to determine the types of customers and preliminarily judge their spending power and habits. 2) Smell promoters should listen carefully to customers' conversations, and must not interrupt or use negative words to draw conclusions. To learn more from it, carefully analyze the sales opportunities. 3) Ask some customers who are not good at the goods they want to buy, it is difficult to state their real needs clearly, and some customers don't like to speak on their own initiative. Therefore, promoters should promote sales effectively by asking and answering questions. Q is the key stage of sales. 4) According to the information obtained from "looking", "smelling" and "asking", comprehensively analyze and judge to determine the real needs of customers. Push the completion of the transaction 1. The signal of the transaction When customers decide or tend to buy a certain commodity, they often have some signals: after observing these actions of customers, promoters can seize the opportunity to emphasize a suitable and convenient advantage to customers, and then confirm softly: "Is this ok?" 2. Judge the customer's favorite product If the customer hesitates between several products, the promoter should pay attention to the customer's favorite product and focus on this product for recommendation. Customers usually make the following actions to their favorite goods unintentionally: (1) Always look at the goods twice; (2) repeatedly touching the commodity with hands; (3) Keep the commodity at hand; (4) When comparing with other commodities, the commodity will always be included (A and B, B and C, B commodity is its favorite object). 3. Recommend the goods carefully Many times, customers will ask the promoters for help. The reason why customers consult the promoters is because they trust the store, so the promoters should do their best not to disappoint customers. (1) First of all, promoters should have a serious attitude, establish a sense of responsibility, and not perfunctory customers with a casual attitude. (2) If a customer's favorite product really doesn't meet his real needs and his purpose, the promoter might as well recommend a better related store for the customer with a professional eye. (3) Promoters should avoid trying to sell expensive goods for profit, regardless of whether they are suitable for customers' needs. (4) To recommend really good things, or something with different styles and worth trying by customers. In order to prevent customers from being criticized by family or friends after buying home, they will eventually blame the promoters. Once the customer has clearly expressed his will, the promoter should promote the transaction in time. For example, say enthusiastically, "Can I wrap it for you?" The next step is to collect the payment and deliver the goods. It should also be emphasized here that the promoter can't complain or criticize behind the customer's back, even though he browses all the goods and then leaves without saying a word. The customer returned empty-handed today. Who can be sure that he won't come shopping tomorrow? Case Mr. Zhao walked into a specialty store and wanted to buy a pair of casual pants. Promoter Liu Yi Jr. showed him the pants one by one. Promoter: "What do you think of this one?" Mr. Zhao took photos in front of the mirror: "Not bad, it's quite comfortable to wear." The promoter took out another pair of trousers: "Here is another style that has just arrived. Please try it." Mr. Zhao put on his trousers and looked at the mirror: "This one is ok." The promoter took out another one: "This fabric is imported, but the price is a little expensive." Mr. Zhao changed into this one again: "Which one is better? Maybe I should ask my girlfriend to help me. " The promoter interrupted Mr. Zhao's association: "I think these three items are quite suitable for you. Otherwise, please take a look at this one again." Mr. Zhao: "Yes, everything is fine, but I don't have many opportunities to wear casual clothes, and there is no need to buy them all. Ask my girlfriend to come back with me one day!" " Promoter: "Wait, why don't you look at this one again and make sure you have nothing to say when you wear it." Mr. Zhao: "Thank you, no need. I'll come again another day." Mr. Zhao said that and left. Self-check and analyze the above case. What mistakes did the promoter Xiao Liu make in the reception? What would you do if you were a promoter? Summary This lecture introduces how promoters communicate with customers. First of all, it is proposed that promoters should adopt different corresponding methods for different types of customers to establish good relations with customers; Secondly, it explains how promoters seize the appropriate opportunity to approach customers and how to greet them. Thirdly, it analyzes how to determine the customer's needs through the method of "looking, smelling, asking and cutting" used by Chinese medicine to check the cause; Finally, it emphasizes how the promoters can promote the completion of the transaction. It should also be emphasized that these knowledge learning must be combined with the actual situation and experienced and applied in practice. Promoters should work hard to train and accumulate experience in order to make progress and improve their sales ability. Teach you how to communicate well with customers in the catering industry. People in the catering industry must know how to communicate better than ordinary people. How to communicate successfully with all kinds of customers is an art, especially as a manager of the catering industry, the skills in this respect should be very excellent! First, a good smile and communication awareness. Let's talk about smiling first: people who don't smile at first, smiling is the best bridge between people. Everyone likes to be with happy people. When smiling appears, the iceberg will be melted by it, and smiling is the best way to get close to customers. Therefore, we should train ourselves and make it a habit to hang a smile on our faces every day. Want to talk to customers? Let's have a smile first! Talking about communication awareness: If you want to communicate with customers, you should keep your eyes open and listen to all directions. At work, you should be aware of every tiny movement of customers, and you can guess what they are thinking from every tiny look. For example, during the Dragon Boat Festival, when a customer picks up the information of zongzi, Chen Cheng will find an opportunity to ask: Manager X, do you want Xiao Chen to introduce the situation of zongzi to you, and adjust the content and way of speaking in time according to the customer's reaction. Second, praise and greeting first say praise: everyone likes praise, and those from the heart will make customers be elated. Therefore, it will make customers very happy to say more words of praise. For example, Li Jie, a frequent visitor, wore a new dress, and our waiters all said it looked good. As a result, Li Jie was as happy as a child. Talking about greeting: As a customer who comes to the store, he subconsciously wants employees and managers to know him. Therefore, when a customer enters the store, he should greet the customer with a professional smile, which is the basic requirement for welcoming customers. Even if you don't know the customer, you should ask other colleagues and managers what the customer's name is, and then call the customer's surname and position to serve the customer. Of course, there is a generally recognized "three-meter principle" in the service industry, which means that customers can greet them when they are still three meters away from themselves. Third, in communication, don't talk to customers in monologues, which is the process of communicating ideas with customers. This communication is two-way. We should guide customers to talk more when we talk about it ourselves. Through the words of customers, we can know whether customers like what you introduced. You should know that two-way communication is an effective tool to understand customers. Don't be there alone, spouting, spouting, and completely ignoring customers' reactions. Don't use orders when talking with customers, smile a little more, be kind, speak softly and softly, communicate with customers in a tone of consultation, negotiation or consultation, and never talk with people in a tone of orders and instructions. Knowing that the customer is your superior, how can you give orders to your superior? But you can use different skills to guide customers to achieve your goal. Don't argue with customers. When communicating with customers, remember that we are talking to customers, not attending debates. Therefore, arguing with customers will not solve any problems, but will only arouse customers' resentment. Therefore, we should understand that customers have different understandings and opinions on us and let customers express different opinions; If you deliberately have a heated argument with customers, even if you have the upper hand and win, you will feel refreshed and happy by making customers speechless and ashamed, but what do you get? There is nothing, and it may even cause customers to vote for it. Never forget that you serve customers. No matter what way you approach customers at work, we must pay more attention to the following three points: First, pay more attention to customers' expressions and reactions, and give customers the opportunity to speak and ask questions, instead of introducing them all at once. You must know that approaching customers is not to show your eloquence, but to "respond" with customers, so that customers can speak and understand their real thoughts before doing something they like. Second, be careful when asking questions, and don't ask questions that customers can't answer or are too complicated. Third, we should approach customers from the front or side of customers, not from the back. In addition, we should keep a proper distance, not too close or too far. The correct distance is about two arms, which is what we usually call social distance. How to communicate well with customers at the exhibition? The financial tsunami has affected the global economy, and the front-line sales staff have personally felt that customers have refused more because of reducing expenses. Therefore, changing the sales model, taking customers out of the office and adopting sales models such as conference marketing and exhibition activities can better adapt to the current sales environment. How to do a good job in sales at the exhibition? At the exhibition, the three axes that are often used to strike up a conversation are also very simple. One is false praise; The second is to ask if it is necessary; The third is invitation or request. But the effect is very bad, and some customers even leave fake phone numbers. In fact, no customer likes to be promoted. Their psychology is to buy things by themselves. I went to a shopping mall to buy shampoo. At that time, I was looking at a certain brand of products. A salesman came up and said, Buy shampoo? Look at this brand. After that, take out another brand of products and introduce them to me. I felt so disgusted that I turned her down on the spot. Finally, I left the mall without buying anything. So how can we communicate well with customers at the exhibition, successfully win the trust of customers, and obtain contact information for further sales? We must comprehensively examine our own sales process and constantly improve it from subtle points. Here are six.