1) Commodity Sales Management 1, Necessary Commodity Knowledge 1) The shopping guide should be familiar with and master the commodities handled by this counter. (1) Model, category, grade, article number, name, specification, price and color of the goods. (2) the origin, trademark, packaging and production period of the goods. (three) the performance, quality, use, storage, structure and maintenance of the goods. (4) Existing inventory quantity and storage location. 2) Be familiar with the attributes, regions and sales counters of related commodities and similar commodities. 3) Be familiar with and master the commercial layout of shopping centers. 2, the transaction process-five steps to take the first step: make good use of the first 30 seconds to establish a good relationship with customers. 1) When a customer approaches, you should greet the customer at the first time (strive for the first 30 seconds). 2) nod and smile to say hello to customers, and say "welcome" and other polite expressions. Then, let customers browse and choose goods easily. 3) Analyze different types of customers. (1) For fully confirmed customers (buyers), it is necessary to provide services quickly and complete the transaction as soon as possible. (2) For semi-certain customers (spectators), we should be enthusiastic, patient and considerate, try to figure out their psychology, and inspire and guide their buying behavior. (3) Be enthusiastic about uncertain customers (tourists) and leave a good impression on them. Step 2: Actively promote the transaction 1) Grasp the best opportunity to approach customers. The following situations are opportunities to approach customers (1). Customers have been admiring these goods. (2) when considering the goods at hand. (3) Look around and ask the clerk. (4) When the customer is looking for a commodity. (5) When the customer suddenly stops in front of the shop assistant. (6) When friends talk about a commodity with each other. 2) According to different situations, receive customers according to the following requirements. (1) Keep a fixed position while waiting for customers. Keep a good posture. Classify goods. Do small-scale cleaning and sanitation. (2) Don't chat. Lean forward, lean back and think. String posts and leave posts. Yawn and stretch. Look around. Absently sorting out goods or documents, not even knowing that customers are coming. (3) When dealing with multiple customers, you should take care of one customer, two customers and three customers. (4) At work, such as handling documents, cleaning bookshelves, supplementing bookshelves, etc. Customers should immediately put down their work and say hello to customers within your scope first. (5) During peak hours, customers are received in the order of guests. Try to shorten the time to receive customers. Don't forget to say polite words to the guests. If you are interrupted or called during the reception, you must say "Excuse me, please wait a moment" to the customer. (6) When the goods are out of stock, pay attention to the service mode and apologize to the customers. Introduce substitute goods. Please let us know clearly if there is an exact arrival date. In order to inform customers on time, it is necessary to register, including name, unit, contact address, telephone number, etc. In case you can't catch up with the customer's time, you should fully apologize. (7) Don't make any preparations during closing time. Use skills to help customers complete transactions. Don't rush off work. Don't rush customers. (8) When some customers hesitate after going through the steps of introducing goods, demonstrating and handling objections. Let the customer carefully consider and compare, leave the customer temporarily, and let him have more time and ease to consider whether to buy or not. According to your professional vision and pay attention to the customer's preferences, make purchase suggestions for him. Never cheat or argue to achieve your goal. You should carefully understand the reasons and respond. Listen to the customer's reaction, find out his shopping motivation, and then promote sales. I would rather miss a sales opportunity to keep the confidence of customers than force customers to buy things they don't like. At any time, all customers have the right to decide whether to shop or not, and they have the right to be treated politely by sales staff. Customers should be encouraged to continue to buy other goods or visit again next time. Step 3: Deal with customer objections When customers object to the introduced goods: 1) Clearly understand the reasons for the objection. 2) Respond in a calm and friendly manner, keep relaxed, smile and confident, and give a good impression. 3) No matter what the facts are, never say to customers, "No, you are wrong!" . 4) Listen to customers' opinions. 5) When customers disagree for personal reasons, they can reach an agreement on some irrelevant issues. 6) If the customer doesn't ask, state your personal opinion quickly, and don't make comments such as (if I were you, I would …). 7) Answer questions concisely and comprehensively. 8) Ask customers questions carefully, and then pay attention to their responses when they answer. 9) Strengthen the understanding of the goods sold. Strengthen the understanding of customers and be fully prepared for common objections. Step 4: Deal 1) After the customer selects the goods, the shopping guide fills in the sales list in triplicate item by item. The first receipt is kept by UnionPay cashier in the second store, and the third purchase voucher is kept by the joint sales counter group (not reimbursed). 2) After the sales order is completed, temporarily store the goods for the customer, give three copies to the customer, indicate the cashier position to the customer and ask him to pay. 3) After the customer pays the money and returns to the counter, the shopping guide takes back the second and third sales orders and mechanism receipts to verify the cashier record. 4) Check whether the collection date and accumulated amount of the mechanism are consistent with the total amount of the sales order. 5) After everything is correct, give the customer's coupons together with the goods, and the shopping guide will leave the store's coupon receipt and mechanism for centralized custody (day after day, day after day). Step 5: Follow-up farewell 1) Ask the customer politely if they need related products or other products.