Classic sentences of clothing sales skills and vocabulary

Classic sentences of clothing sales skills and vocabulary

Flattery before sales is not as good as after-sales service. This is the only way to create "permanent customers". The following is to sort out the relevant contents of the classic sentences of clothing sales skills and words, hoping to help readers.

The sales receipt is the proof of the customer's purchase, and many stores also use it as an important proof that must be presented when returning goods. However, after a long time or because customers buy more clothes, it is inevitable that they will lose the receipt and cannot handle the return procedures for customers according to company regulations.

I have always believed that the best way to deal with problems is to prevent problems that should not appear.

After the customer pays, the shopping guide must inform the customer of the conditions of after-sales service in an understatement and remind the customer to keep the corresponding vouchers properly. If a similar situation still occurs, the shopping guide can ask the customer the reason for returning the goods and explain it, thus dispelling the customer's idea of returning the goods. Of course, if the customer still insists on returning the goods, the shopping guide can refuse the customer, explain the specific reasons, and ask the customer for understanding. If the customer is emotional and tends to expand the situation, he should ask the superior leader for assistance.

Treatment of after-sales problems of clothing: fading and returning.

Disclaimer:

1. A little fading is normal.

2. Normal washing should not. How did you wash it?

We have never encountered such a situation.

4. alas, it's really troublesome. Why does this problem keep happening?

Problem diagnosis

"A little fading is normal" implies that customers have no knowledge, and this language is too simple to make the text complete, which makes customers feel that the shopping guide is perfunctory.

"Normal washing should not. How did you wash it?" This statement assumes that the customer is at fault at the beginning, and then begins to cross-examine the customer, making the customer doubt your sincerity in dealing with the problem.

"We have never encountered such a situation" will make customers subconsciously think that they are unlucky, or the shopping guide thinks that they are lying, which is highly suspicious.

"Oh, what a bother. Why does this problem keep appearing?" This statement shows that the shopping guide is tired of this problem, and this dress does have serious quality problems!

Shopping guide strategy

The best customers in the world are not customers who buy things, but customers who complain, because customers' complaints show that they have not given up on you. Studies have shown that every five times customers come to the store, they are 1 times dissatisfied, and only 5% people will say they are dissatisfied. If these 5% customers' complaints are handled well, there is a 9 1% chance that they will still be your customers, otherwise there is a 95% chance that they will refuse to come back and influence 1 1 people around them with negative word of mouth. This 1 1 person, each person affects 5 people, and finally we will lose 67 potential customers. So complaining customers can be demons or angels, enemies or friends. Everything depends on our attitude!

Shopping guides should understand that customers who complain are not looking for trouble, but come to us for help if they have problems. This is our best chance to reduce losses and retain customers. So in the face of customer complaints, we should do the following three things:

1. Listen. Listening is the best placebo for customers' anxiety. Interrupting a customer without listening or fully listening will make the customer feel uncomfortable and think that he is not respected. A professional shop assistant will never explain prematurely when dealing with customer complaints. They know that this will not have any effect, because without enough listening, the customer will be filled with negative emotions, and he will not listen to any of your explanations. On the contrary, he will take your explanation as a perfunctory word of your lack of sincerity.

2. record. Shopping guides must learn to take notes. This good habit allows us to record the facts of customer complaints, leave first-hand information for solving problems, and let customers feel our attention and respect for him.

3. rhythm. Shopping guides should learn to use the "kite flying rule" to deal with customers' complaints, that is, when customers are emotional, all you need to do is listen, nod and record, and then you can ask and explain appropriately when they are emotionally stable.

As far as this case is concerned, fading is a problem that customers complain more about in store service. To deal with this problem, we should start from the following aspects:

1. Introduce the maintenance knowledge before the clothes are sold.

2. Whether the fading belongs to the normal fading within the scope of national standards.

3. If the color fading is serious, first ask the specific reasons, and the responsibility lies with the store to replace the return with exchange as much as possible!

Proposal statement:

Shopping guide: Miss Zhang, in fact, your clothes are designed to highlight the comfort of wearing, so the fabric with this special dyeing process is normal and a little faded. I have just seen your clothes. Miss Zhang, your condition is completely normal. Don't worry. If it is really a quality problem, we will certainly provide you with services.

Guide: Oh, that's too bad. But don't worry, as long as it is our responsibility, we will be responsible for it to the end. Miss Zhang, please sit down and drink some water first, and then we'll know the details. Miss Zhang, how did your fading happen?

(Asking about the reason for fading)

Guide: Thank you very much for telling me this situation. I will report this problem to the company immediately. Don't worry, as long as it is our responsibility, the company will be responsible. Come on, please sit here first, and I'll take care of it for you right away. ...

Shopping guide: (If the customer wants to return the goods, ask the superior after confirming that it is a quality problem) Thank you for waiting. I just contacted the manager. I'm sorry to make you run around in such a hot day. Mr. Zhang, what kind of hairstyle do you like? Let me help you choose some for your reference. (Guide exchange rather than return)

Personal suggestion: We can turn complaining customers into angels or demons.

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