Successful cases of clothing after-sales

Improve after-sales service quality and customer satisfaction. The following is a successful case of clothing after-sales that I compiled for you. Welcome to read!

Clothing after-sales success story 1:

As far as clothing sales skills are concerned, different customers encounter different problems in clothing sales, so we must adopt different methods for people, things, times and places. In the promotion process, the common methods to deal with customer objections are as follows: 1. Refutation method. If the customer's objection is due to misunderstanding of the product, and you can produce conclusive evidence to prove your statement, you can explain it directly to the customer, but pay attention to friendliness and gentleness, and it is best to report the stronghold, so as to increase the customer's confidence in the product. However, in the case of clothing sales skills, the rebuttal method is still used cautiously. 2. Cold treatment method, for some objections of customers that do not affect the transaction, the salesman had better not refute, and it is best to ignore them. Never refute or deal with it in other ways as soon as the customer has objections, which will make the customer feel that you are always finding fault with him. If this method is used properly in the case of clothing sales skills, it can improve the success rate of clothing sales. 3. Transformation processing method, transformation processing method, is to use the customer's objections to deal with themselves. The customer's objection has dual attributes, which is both an obstacle and an opportunity for trading. It is a good thing if a salesperson can offset its negative factors with its positive factors.

Clothing after-sales success case 2:

A customer likes a pair of red shoes very much, but the heights on both sides of the shoes are different. After putting on shoes, they often touch the protruding part of the ankle joint, which makes them very uncomfortable to wear. As a store owner, we must agree to the customer's request for changing shoes, but the same situation still occurs after changing a pair. The store manager allows customers to change to other styles, but customers prefer this one, hoping to find a pair of shoes with the same height among many pairs of shoes. However, both the store manager and the clerk think that this customer is finding fault in an egg. Other customers do not have this problem, and the height of the shoes cannot exist. Finally, the customer had to change a pair of shoes of other styles and left with a little disappointment.

Retail language: I carefully compared two shoes at that time, and these shoes are really different in height. However, this difference is not particularly obvious, it is a subtle point, which is generally not noticed by customers. Is the store right? Picky? The client's handling seems to be the best within his ability. He agreed to change his shoes twice and take out the shoes stored in the warehouse for customers to try on, but no matter how the customers try, the shoes just wipe their feet. If the shop assistant can go further, consider the problem from his own point of view when there are very few customers who reflect the problems you don't usually encounter. Are shoes really qualified? Is there anything unreasonable in the design? If these problems are recorded and fed back one by one, although the problems of a single customer can't be solved at one time, with the passage of time, stores can feed back different problems to the corresponding departments, such as design department and production department. Relevant departments can deal with customers' opinions to improve their products. In this way, the products can be infinitely close to the needs of customers, and the store service can be called the ultimate. Case 2: A customer bought a T-shirt in the store and put it on without looking carefully. But the next day, the customer came to the store and said there was a small hole in the T-shirt. The store manager thinks that there are human factors in the hole in this T-shirt, and it is necessary to ask the superior leader to give an answer. I hope the customer will leave contact information and reply the next day. As a brand company, the leader agreed to change the T-shirt, so the customer came to the store again on the third day and changed a T-shirt. Although customers are satisfied, there is still room for improvement.

Retail terms: sometimes, the manager's power is not big enough, even if he changes a T-shirt, he has to ask the leader. Asking for instructions from the leader means waiting, and sometimes the most impatient thing for consumers is waiting. In fact, sometimes, stores take the initiative to take on greater responsibilities in order to gain greater love and trust from consumers. If enterprises can give more authority to stores and store managers and try to assume greater responsibilities, although the rate of defective products will increase, I believe that the sales of stores will also increase, and more importantly, they can establish a good brand image. Nord stron Department Store is famous for its service. In the process of delivering shoes to customers, if the shoes are lost, Nord stron will not hold anyone responsible, but send customers a new pair of shoes as soon as possible.

Clothing after-sales service plan and commitment:

Scheme 1:

First, the return promise

1. Within 7 days from the date of sale, as long as the goods do not affect the re-sale, they will be returned by ticket.

2. When clothes are returned, they will be priced according to the original price of the goods, and when they are reduced, they will be priced according to the current price.

3. The following situations will not be returned:

(1) Clothing has been cut, washed, manually dismantled or cracked. ;

(2) is there a label when the clothes are sold? Disposable goods? Yes;

(3) beyond the return period or no sales bill.

Two, the following free repair will not be refunded:

1, clothing line, free repair;

2, clothes wrinkle, free ironing;

3, sweater pilling, off-needle, offline free repair.

Three, the following conditions will not be maintained:

1, clothing style changes;

2. Clothing decorative buttons and snap buttons are damaged or lost due to wear;

3. The zipper is damaged due to improper wearing or self-destruction;

4, cotton clothing faded, shrunk, pilling;

5, self-washing, improper ironing caused the lining of the clothes to crack.

Fourth, free service.

After the clothes are sold, they are cut, hemmed and ironed for free.

Scheme 2 (Directional Clothing Sales):

Commitment letter of after-sales service

Our company has always regarded the satisfaction of every customer as the first factor, and established a set of after-sales service system.

1, service working system

A. Respond enthusiastically to the inquiry of the customization unit, properly solve practical problems, and establish customer service files.

Receive visiting customers warmly and seriously, and handle related matters in the shortest time until customers are satisfied.

C, for all products returned to the company due to size or quality problems, fill in the record sheet in detail, and timely summarize and file it monthly.

2, after-sales service content

After the goods are distributed to the buyers and the quantity is verified, we will send technicians to the customization unit to understand the situation and press? Three packs? The content is after-sales service, and promises to increase the after-sales service period to 12 months until the customization unit is satisfied.

3. After-sales service mode

A within 3~ 10 days after the goods arrive at the customization unit, our company will send special personnel to know the situation from the customization unit, classify them according to the relevant information provided by the customization unit, and send relevant technicians to cooperate with relevant personnel of the customization unit in time within 3 days. Three packs? Provide after-sales service one by one until you are satisfied. Technicians bring the products that customers are not satisfied with back to the company, modify or even redo them on the premise of ensuring the quality, complete the repair work within 18 days, and immediately send them to the customized unit.

B, according to the fabric selected by the customization unit, our company selects relevant accessories to match. At that time, our company will make a special washing and maintenance manual for customized units as a reference to reduce the impact of human factors on clothing and extend the service life of clothing. In the process of delivery and after-sales service, our company's technicians will give special guidance on the future washing and maintenance of clothes according to the characteristics of fabrics and accessories.

C. During the warranty period (12 months), our company will send technicians to the custom-made unit to pay a return visit from time to time, and provide after-sales service for the corresponding problems of the custom-made unit, and give serious answers to the relevant personnel of the custom-made unit about the details of clothing until every employee is satisfied.

D, according to the customer's industry characteristics, formulate a reasonable after-sales service model.

This law generally does not apply to objections related to or sensitive to transactions. 4. The method of opinion merging is to summarize several opinions of customers into one opinion, or discuss the objections of customers at one time. In short, it is to weaken the impact of objections on customers. But be careful not to dwell on an objection, because people's thinking is related, and many objections are often derived from one opinion. Case analysis of clothing sales skills This method should be enough, and change the topic in time. 5. The method of compensating subordinates with superiors is also called compensation method. If the customer's objection accurately hits the defect of the product or service provided by the company, it must not be avoided or directly denied. Affirm the shortcomings of the product and use the advantages to reduce the impact of the shortcomings on customers. When there are some problems with the quality of the product being promoted, the customer just asks: This product is of poor quality. ? The clerk can tell him calmly: there is something wrong with the quality of this product, so we have reduced the price. Not only is the price favorable, but the company also guarantees that the quality of this product will not affect your use effect. ?

This not only dispels customers' doubts, but also encourages customers to buy with price advantage. In the case of clothing sales skills, this method focuses on psychological compensation for customers, so that customers feel psychological balance. 6. Euphemism, when the salesperson has not considered how to answer the customer's objection, he might as well repeat the objection in a euphemistic tone first, or repeat it in his own words, which can weaken the momentum of the other party. Sometimes changing the statement will make the question easier to answer. But it can only weaken but not change the customer's view, otherwise the customer will think that you have distorted his view and caused dissatisfaction. After retelling, the salesperson can ask: Do you think this statement is accurate? Then continue to the following to get the customer's approval. Like customer complaints? The price is much higher than last year. Why is it so high? ? The shop assistant can say: Yes, the price is indeed higher than the previous year. ? Then wait for the customer's text message. 7. Turning point method, that is, salespeople indirectly deny customers' opinions according to relevant facts and reasons. The application of this method is to admit that the customer's point of view is reasonable, that is, to make some concessions to the customer and then express their views. If this method is not used properly, it may make customers put forward more opinions.

Use it as little as possible during use? But? The word, but the actual conversation contains? But? Opinions, so the effect will be better. As long as you master this method flexibly, you will maintain a good negotiation atmosphere and leave room for your own conversation. There are thousands of situations of clothing sales skills, but clothing sales personnel should have the ability to improvise and choose different methods in different situations in order to satisfy customers and improve the sales rate of clothing.