Telephone sales of customized furniture

Sales is the most test of our communication ability, and communicating with customers is not a simple matter. The following is my collection of customized furniture telemarketing words, welcome to read for reference!

First, the sales example dialogue.

1 Customer: What brand are you?

This is one of the top ten furniture brands in China, xx Furniture. You must know, right?

(Ordinary shopping guides will directly answer: xx furniture)

2. Customer: Where is it made?

Introduction: xx Furniture Manufacturing Co., Ltd., one of the largest European furniture manufacturers in China, is located in Xingyi, Guizhou.

(Ordinary shopping guides will directly answer: Guizhou Province)

3. Customer: Are your products environmentally friendly?

Introduction: This is a product produced by top domestic furniture enterprises. Absolutely environmentally friendly. Please check the latest certificate here.

(general shopping guide answer: it is environmentally friendly)

4. Customer: How about your after-sales service?

Introduction: The reason why our sales volume ranks among the top in the country is not only because our products are excellent, but also because we have excellent after-sales service.

(Ordinary shopping guides will answer: Don't worry, there will be no problem with after-sales service. )

5. Customer: Why is the product so expensive?

Guide: Only the best quality can sell the most expensive price, don't you think? Because it is expensive, it is very cheap, because buying the right set is better than buying the wrong three sets. In fact, like you, I want to buy the best things at the lowest price, but I have never found any company to provide the best products and services at the lowest price, just like Mercedes-Benz cars can't sell Santana's price, don't you think? If you spend less money on inferior products, you will eventually spend more money. what do you think?

(Ordinary shopping guides will answer: This price is very cheap. )

Customer: Does this set of furniture suit me?

Guide: For a person with taste like you, only our first-class brand is suitable for you. You see, CITIC Furniture was rated as "Top Ten Furniture Brands in China". Now many successful people like you in China have chosen CITIC Furniture, and according to our after-sales survey, 99% of customers are satisfied, so I believe you will be satisfied with this really good brand, right?

(General shopping guide answer: absolutely suitable)

Second, excellent shopping guide furniture sales skills

1 "price decomposition" transaction method

Suppose a customer is optimistic about a set of furniture with a price tag of 8000 yuan, and his expected price is 6000 yuan. At this time, you need to calculate the difference of 2000 yuan first. Once the price difference is determined, the payment problem is no longer 8000 yuan, but 2000 yuan.

Guide: Sir, the service life of this product is at least 10 years, right?

Guest: Something like that.

Introduction: OK, now we divide 2000 by 10 years, so you only need to invest more in 200 yuan every year, right?

Guest: Yes.

Introduction: If it is broken down in this way, you only need to invest about 16 yuan every month on average. (pause) Mr. Wang, you can calculate how much more you only need to invest every day.

Guest: More than fifty yuan.

Remember, this answer had better be said by the customer himself, because in the end, your customer will find it ridiculous to argue with you for more than 50 cents a day.

Guide: Sir, do you think it is worthwhile to invest about 50 cents more every day to own such a set of furniture that you like very much and can bring happiness and happiness to your family?

2, "a penny for a share" trading method

Guide: Have you ever bought anything with the cheapest price and the best quality, sir?

Customer: Oh, of course not.

Guide: Sir, do you think it is worthwhile and meaningful?

Customer: Yes, that makes sense.

This is the biggest truth between buying and selling, and customers almost all agree that you are right.

Guide: Our price is reasonable in this market, sir. I can't give you the lowest price, and you don't have to ask for the lowest price product, do you? However, I can give you the most valuable trading terms among similar products on the market at present.

Customer: Oh, really?

Guide: Yes, sometimes it is not entirely correct to buy furniture according to the price. No matter how much you invest, you will lose a limited sum of money at most. If you invest too little, you will pay more, because the products you buy may not bring you the expected satisfaction. what do you think?

3. The trading method of "other houses may be cheaper"

Guide: Sir, the prices of other companies may really be lower than ours. In fact, like you, I hope to buy the highest quality products at the lowest price, but I have never found a company that can provide the highest quality products and the best service at the lowest price. Is that so?

Guest: Of course.

Guide: Sir, according to your years of experience, it is very reasonable to buy our products and services at this price, right?

Guest: Yes.

Guide: Sir, which one are you willing to sacrifice for your long-term happiness, product quality or good service?

4. Hypothetical transaction method

"Sir, if you order today, when do you want us to deliver it?"

"Sir, are you sure that there should still be stock in our warehouse now?"

"Sir, in order for you to use the product as soon as possible, I will confirm the supply for you immediately."

5. Choose the transaction method

"Sir, do you want us to deliver the goods for you, or do you want to get them yourself?"

"Shall I settle the bill for you now or later, sir?"

"Do you want to pay the deposit or the full amount, sir?"

"Sir, are you going to determine this set or another set?"

6. Opportunity trading law

"Sir, there are only three days left in the preferential period. Please confirm it now. "

"Sir, this special only the last two sets. I suggest you decide now. "

"Sir, if you confirm it now, you can get gifts worth 900 yuan. There are only a few gifts left, and that's settled. "

7. Bold trading method

"Sir, you have such a good eye, of course, you must choose this big brand and high-quality products, right? Why don't you decide now? "

"Sir, it is rare to have the opportunity to buy such a good product at such a favorable price. That's settled."

"Sir, this set of furniture is selling well now, and more than a dozen sets have been sold this month. I also suggest that you order one now. "

8. Three Questions Trading Method

Guide: Mr. Xing, what do you think of this set of furniture?

Guest: OK.

Guide: Do you want to have it?

Guest: You can take a test.

Guide: When are you going to start using such a good product?

9. Overlord Trading Law

Customers agree with your product very much, and the price is acceptable, but they still can't make up their minds. Whenever you ask for a deal, he always says, "I'll take a test in a few days and filter it." This method will be very useful at this time.

Before the arrival of this customer who you already know very well, write a sales order according to the products he wants. When the customer comes to the store to see the products again, he chats with you for a while, asks him to sit down, then takes out the sales order you filled out in advance, hands him the pen and the order directly, and says to him, "Do you think there is something wrong with this? Please sign it."

At this time, it should be noted that never talk, but look at the customer calmly. When the customer looks at you, you nod to encourage him. Usually, the customer will read the sales form you filled out for him carefully and then tell you what he really thinks. Maybe he will write his name with the pen you handed him. Even if you can't close the deal, you won't offend the customer, and you can capture the real intention of the customer.

Expand:

Sales skill

First, build trust quickly:

(1) Be sincere and listen attentively.

② Stand/sit on the customer's left and take notes for the customer.

(3) Keep your eyes on the other person's nose and forehead, don't interrupt, don't interrupt.

④ Don't make any noise (just nod and smile) and reconfirm what the customer said.

Don't answer questions you don't understand.

6. Pause for 3-5 seconds, and then start talking.

Praise customers and strengthen trust

Classic sentence:

You really have an eye/not simple/generous/generous/attractive/generous.

You are really different; I admire you;

Second, the method of asking questions

What brand of furniture are you using now? What style? How long did you buy it? Are you satisfied with that set of furniture?

Did you know anything about furniture before buying that set of furniture? What are the shortcomings of the furniture used now and what needs to be improved?

Examples of popular words for asking questions:

What's your name? Where did you buy your house?

Are you moving to a new home or adding furniture, or is someone in your family getting married?

Have you seen it in other stores? This is a difficult journey. Have a cup of tea.

Did you bring the drawings? Let me take a look at it for you.

Can you have a look at the approximate figures? Let me take a look at your size and how to put it.

Do you want to watch the sofa or the bed? Are you using it for yourself or for the rest of the family?

Question steps:

(1) Ask some simple questions; Ask affirmative questions; Ask an alternative question; Ask as few questions as possible.

2 think about the answer in advance.

The most comprehensive furniture sales skills and vocabulary

Third, customer objections are usually manifested in several aspects:

Price (customers always want to buy the best products at the lowest price)

② Function of furniture

③ Service (pre-sale, in-sale, after-sale, on-site measurement and display), guarantee and guarantee.

Please remember: you can never solve all the problems, only keep increasing the proportion of transactions.

Be a top salesman.

1, how to answer the objection: (positive identification method)

First there is approval, then there is rhetorical question, approval or disapproval. Always nod and smile in your actions.

Use strong words when dealing with objections, and avoid using "cold words"

Hot words: I know (understand) ┈ ┈ ┈ I appreciate (respect) ┈ ┈ In fact ┈ ┈.

In fact, I quite agree with ┈ ┈ and ┈.

Cold word: but, yes, but.

Practice of rhetorical skills;

How much is this furniture?

Rhetorical question: How much money is not the most important thing, the most important thing is whether you like it or not and whether it is suitable, don't you think?

Do you have a black one?

Rhetorical question: Do you like dark colors?

How long will it take to arrive?

Rhetorical question: When do you want us to arrive at the best time?

The way to answer the price is unacceptable:

how much is it?

How much money is not the most important thing. Do you like this furniture? If this furniture doesn't suit you, will you buy it at a lower price? Have you ever heard of the Green Passage? So let's see if this is appropriate. If it is suitable, I will give you the best price. Does it fit? Can you put it down? Do you want anything else besides this? I'll write it down for you first. Together, I'll give you the most satisfactory price. (shift focus)

It's too expensive

A.it's too expensive. You can pretend not to hear, it's the best way.

B. rhetorical question: what kind of price do you think is not expensive

C.do you know the difference between cheap furniture and expensive furniture?

D. Creating value is hard-won in the production process, which shows that the product itself is expensive.

E. set the high level against the low level (find out the similar products in the mall, which are more expensive, so I feel low. )

2. Identification skills:

What you said is very reasonable. I can understand your feeling.

I see what you mean. Thank you for your advice.

I agree with you. Your question is very good.

This positive identification method can be applied not only to customer identification in field sales, but also to customer after-sales service and complaint handling.

3, clinch a deal language signal:

A. When you focus on a product, ask if there are any supporting products or gifts.

B. I began to care about after-sales work, and I always repeatedly asked if I could deliver the goods, whether it was the original packaging, whether the after-sales service could be timely, and whether I could change it if there was any problem.

In addition, there are some signs of doubt:

What is the sales volume of this kind of furniture? What's the lowest discount? B.how will you provide after-sales service? Is there a promotion now? Do you have a present?

C.do you have any more detailed information? When can the order be delivered? D. Want to ask your family's opinion?

Trading behavior signal:

A. When the customer's eyes shine, he suddenly sees a product, and his eyes shine and his face is happy.

B. When the customer suddenly stopped asking questions, he looked around and asked questions about the goods. When he suddenly stopped thinking, he was considering whether to buy it.

C when comparing several products, customers compare one product with other products or finished products.

D read the user manual carefully, read the product description or promotional materials carefully, and ask questions.

E. When customers pay great attention to the shopping guide, their eyes are very sharp, and they don't let go of the small movements, eyes, tone and conversation of the shopping guide, for fear of being fooled.

Methods and skills of closing a transaction:

A. make a bold deal (it won't die anyway)

B. Asking about the transaction

C. Delivery methods (nodding, smiling and shutting up)

D. Silence method (at the critical moment, when he is depressed, don't speak in a hurry, whoever speaks in a hurry will suffer, and wait for him to make a decision)

E. After the transaction, change the subject.

Furniture sales skills

Basic etiquette

No matter what sales you do, you should know basic etiquette and polite language. Not to mention this furniture, people who come to buy furniture are enthusiastic. For a warm home, of course, you need the best service and a comfortable tutor to answer. Therefore, we must first know the basic etiquette. For example, when a customer comes, you can offer a pot of tea first, because there are more business exchanges, so there is no need to provide a temporary rest place, and the indoor light does not need to be too bright or designed to be warm.

Look at the age of the client.

The use of furniture will change with the times, so it depends on the age of customers. Generally, people who are older but have average financial ability will prefer dark wooden furniture, which looks more intimate. Young boys become more fond of cloth. If children use it, they prefer colored furniture. These will be judged by your own eyes.

According to the customer's housing structure

The use of furniture needs to be matched with the house, otherwise it will be neither fish nor fowl. Therefore, as a salesperson, it is necessary to know the customer's room design and what kind of furniture is suitable for use.

It also depends on the wall of the house, what color it is, and whether the windows are lit. Of course, there is no need to go to the owner's house to see these, as long as the customer asks when looking at the furniture.

win sb's confidence

Household items will consider safety issues. Furniture is the most frequently used thing in the home, such as sofas and beds, which need to be given a sense of security. Therefore, customers will consider whether it is safe when buying furniture. Then, the first impression a salesperson gives others should be trust. If a person doesn't trust you enough, it's useless to say anything.

Trust can be established through some simple communication. Don't nag endlessly, it's easy to get bored.

Understand the purpose of customers buying furniture

There are probably several purposes to buy furniture: trade in the old for the new, move to a new home and get married. Understand the purpose of customers buying furniture in order to make suggestions. If newlyweds buy furniture, they almost prefer brightly colored festive furniture. If you trade in the old ones, you may pay more attention to high-end products. People who move to a new house are easier to get along with. Therefore, it can be recommended according to the purpose of customers buying furniture.

Explain the functions, advantages and disadvantages of furniture in detail.

Sales is not just selling products, but introducing the performance, advantages and disadvantages of products, which is convenient for customers to think and judge. Therefore ... when customers take a fancy to a series of furniture, they should make targeted and prepared performance introductions as sales. In addition to the advantages, it is also necessary to point out the shortcomings and possible hidden problems of furniture. Of course, there is no safety hazard in general furniture. Only for some families, there may be hidden dangers, compared with families with children and the elderly. Then things that are too heavy or too complicated in design are not suitable for them. These should be reminded as sales.

Use strong words and affirmative tone.

In the process of communication, sales should use more hot words or warm words. Try to communicate with customers in a positive tone. Avoid using some cold words or blunt words to communicate, so as not to cause psychological burden.

When answering customers' questions, try to be short and affirmative. Try to improve the suggestions or negatives put forward by customers, and accept suggestions instead of directly refuting them, not to mention that customers don't know anything. This is a taboo in communication.