Every shopping guide, assistant or waiter must keep in mind the 5S principle of serving customers:

Speed, smile, sincerity, intelligence, learning.

Sales services include: waiting, reception, display, introduction, trial, cashier and farewell.

First, wait for the customer.

When customers enter the store, we should nod, smile, make eye contact with customers and say politely in a gentle voice. Welcome to visit. Please feel free to visit? . Put your hands naturally in front of your body and keep a proper distance from your customers. You should not approach customers too early to avoid oppression and vigilance. You should choose the right time to approach the customer. Don't stare at customers like chasing them before approaching them. Instead, we should patrol the shop environment, sort out messy goods and keep a natural smile attitude.

When you hear a customer on the phone or see a shopping mood, you should first say in a clear voice:? Coming right away? And walk in the right way, approach quickly, show a happy working attitude, and let customers feel a happy shopping atmosphere.

Can we use an item when the guest is looking at it carefully? Is this the most popular style this year? Or? Do you have this style in three colors? Wait for the language to open the topic.

Second, customer reception.

When receiving customers, salespeople in shopping malls should keep their upper body straight, their eyes soft and smiling. In general, they should not bow their heads, look around or stare at the guests. Can't they walk? Slow down? You can't rub your heels on the ground. When customers buy goods, the distance between customers should be kept at about 1.5 meters, not too close or too far.

The pace should be clean and tidy, and the sense of rhythm should be obvious, so that customers can feel that the service staff are cordial and enthusiastic, pay attention to efficiency, have a sense of responsibility and be trustworthy.

1. Seize the best opportunity and adopt the response greeting method.

Customers entering the store are divided into three categories:

(1) Customers who have achieved their intended purchase purpose usually look intently and walk briskly when they enter the store, and go straight to a certain product and ask for it on their own initiative. Sales staff should take the initiative to greet and introduce products before customers approach them.

(2) Customers who come to inspect the sales of goods generally walk slowly after entering the store. Looking around the goods with a relaxed manner, the salesperson should let the customer watch in a relaxed and free atmosphere, and then say hello when he is satisfied with a certain product.

A, customers touch the goods or everything they see, and their eyes wander, indicating that they are interested in the goods as a whole, and their goals are unclear. Sales staff should also patiently observe their changes.

B, if customers feel the goods carefully, and look for similar goods or related goods for comparison, it shows that customers are deeply interested, and business personnel should approach them skillfully in time, say hello, emphasize the advantages of the goods, and promote the purchase.

Premature greeting will dilute customers' buying clues and interests, and even make customers feel nervous, alert and oppressive. Saying hello too late will make customers feel cold. We should seize the opportunity and say hello.

(3) After entering the store, customers who patronize or watch the excitement usually walk around at will, talking and laughing, and have no intention of stopping. Have a plenty of caution, enter the store and wait and see. For this kind of customers, take the initiative to say hello when they are not nearby. If they suddenly stop watching, or turn around in the store to see another product, the sales staff should contact them in time.

2. The approaching time varies with the age and gender of the customer.

Contact male or elderly customers earlier and contact female or young customers later.

3. Analyze customers' facial expressions and adopt different contact and introduction methods.

(1) When a customer touches a product and looks up for a salesperson, he should take the initiative to introduce the service in detail.

(2) When the customer stops, the salesperson briefly introduces the goods that the customer is looking at.

(3) When customers search for a long time in front of a certain kind of goods, business personnel should make selective recommendations based on the customers' requirements.

(4) When the customer meets the salesperson's eyes, should the salesperson nod and say hello, or should he? I can introduce you to what you need. ?

In order to encourage customers to buy our products, shop assistants should know customers' needs as soon as possible, ask customers questions, guide customers to tell them what styles they need, listen carefully to their answers, and conceive what inventory meets their requirements now. Pay attention to the age, hobbies and preferences of customers, and pay attention to what styles customers are interested in.

□ The clerk should recommend it happily and clearly, such as? I think this is more suitable for you? .

□ Show the excellent materials of the goods, and give the clothes to the customers for trying on with both hands.

-Make emotional appeals to customers and people around them, praise them for dressing appropriately and generously, and give them room for association.

□ Take away clothes that customers don't like and present clothes that customers pay special attention to.

-juxtapose the clothes that customers like, let customers choose and ask customers? Do you like this one or that one? .

Third, clothing introduction

1, clothing introduction principle

A, brand-name goods pay attention to the origin and corporate reputation;

B, new varieties should pay attention to their characteristics;

C, focus on the quality and maintenance knowledge of high-end clothing.

2. Focus on styles, fabrics, workmanship, colors and prices according to different needs of customers.

3. Methods of recommending and guiding customers

First, seeking truth from facts;

B, give a good introduction;

C, clothing is more convincing to customers.

Fourth, seize the opportunity to promote purchase.

1, several opportunities to promote purchase;

A, when customers focus on a certain variety;

B. When the customer keeps asking questions and stops talking, he is thoughtful;

C, customers look satisfied while looking at clothes;

D, when customers begin to pay attention to clothing prices;

E. customers try on a certain dress repeatedly;

F, customers began to care about after-sales service.

2. Let customers buy skills.

I. Request for purchase

Summarize the characteristics of clothing and the after-sales service customers get, seize the opportunity to help them choose;

B, the choice of goods

In an implicit way, give some hints to the varieties selected by customers to help them choose;

C. hypothetical purchase method

When a customer is interested in a garment, the salesperson should first prepare the packaging to urge the customer to buy it;

D, foster strengths and avoid weaknesses

When the customer lists some concerns, the salesperson should eliminate these concerns and convince the customer with its advantages. When a customer only looks at shortcomings, he should praise its advantages.

E. Ways to arouse customers' praise

According to the customer's figure and skin color, pay attention to the best fit of the customer and appreciate the customer;

F, positive customer praise method

Affirm the customer's choice, praise the customer's aesthetic vision and cultural accomplishment;

G. Last chance method

When the stock of a certain fashion is very small, it should be introduced that it is difficult to buy the opportunity to miss the promotion purchase;

Fashion introduction

Focus on the popular varieties that sell well in this season, and emphasize the current consumption fashion.

Five, sales related goods recommendation skills

When guests decide to buy, recommending related products together will have unexpected double effects.

For the goods that customers have decided to buy, if there are related products recommended at this time, then such related products can also be easily sold.

-even if you don't sell the relevant goods at this time, the goods will leave an impression on customers, and you will definitely have a chance to sell them when you come to the store next time.

Sixth, the speaking skills when receiving customers

Every clerk should grasp the customer's psychology by explaining, let them buy our products, and at the same time respect customers and let them shop happily. This is the duty of every clerk. When talking with customers, we should pay attention to the following points:

□ Try to avoid using imperative mood and use imperative mood. What if it doesn't work? This style is for you to try on. ? Instead, you should say: Can you try this style?

Use less negative sentences and more positive sentences. For example, customers ask: Do you have XX models? We cannot answer them. No? But an answer? We have XX style? .

-I want to use the request statement to express my refusal. For example, the customer asked? Is there a discount on this shirt? Sorry, this shirt is the latest style this year, and there is no discount. ?

-observe the customer's reaction while talking, and make the correct response according to the customer's reaction, so as to avoid making customers lose their desire to buy goods by talking to themselves.

-We should use the negative affirmation method, and we can use the introduction of shortcomings and advantages. For example, when customers are hesitant because of high commodity prices, shopping guides can be explained in negative ways, such as? Although the price is a little high, this shirt fabric is the best at present. ?

When shopping guides are engaged in sales, they should pay attention to vivid words and euphemistic words of praise and thanks, such as? You have high aesthetic taste. ?

Seven, how to receive customers

When you greet customers, if other customers approach you or ask you questions, you should:

-First of all, smile at him all the time and nod your head to say hello, indicating that you have noticed him;

□ Ask colleagues for help as soon as possible at an appropriate time;

When colleagues also greet customers and can't leave, should we say? Excuse me, please wait a moment. .

Eight, how to deal with customers with different personalities.

Customer's personality is varied and the degree of classification is different. Here are some typical examples and solutions.

-a grumpy customer, the clerk may just let him wait a little, or make him angry at once. Deal with such customers as soon as possible and make them feel that you are efficient.

-customers who don't want to talk, the salesperson must judge what he is interested in from the customer's actions and expressions. When asking questions, try to induce them in a specific way and let him answer them in a simple way.

If a talkative customer interrupts his topic in the middle, he will be very uncomfortable. At an appropriate time, it is very important to turn the topic to commodities.

Hesitant customers, when their eyes wander and it is difficult to decide, the sales staff must give decisive suggestions in time to help customers make up their minds to buy.

-customers who prefer to put on airs, sales staff must be respectful, and it doesn't hurt to kiss up to customers.

-suspicious customers, sales staff must explain the customer's problems clearly, and there can be no ambiguous words.

-Seeing a well-informed customer, the clerk must find a topic to echo with him, and then explain the goods in detail in an orderly way.

Nine, after the transaction payment packaging

1, payment etiquette requirements

A. After receiving the payment from the customer, the amount shall be reported; And reiterated the clothing payable.

B, change,no. will be reported;

C, change, it is best to use new money, never dirty money;

D. Give the change and shopping invoice to the customer with both hands;

E, give customers change? May I take your order? ;

F, change the repeated confirmation number, and it is not allowed to return odd numbers.

2, clothing packaging requirements

A, folded clothes should be packed on a clean cabinet without sundries;

B, all kinds of accessories are complete, fill in the necessary after-sales service card;

C. Fill in the sales date and the name of the agent on the certificate (credit card) before installation.

D. Pack clothes in handbags or bags, which is beautiful, strong and easy to carry.

E, wool clothing to explain that only dry cleaning;

F. Repeat description of after-sales service and return period;

G, packaging bags should be seriously handed over to customers, and must not be placed on the cabinet at will.

Say goodbye to customers

1. After the customer leaves the cabinet or the store, the clerk should say goodbye politely? Goodbye, will you go? 、? Welcome to visit again? ;

2. If the customer carries the goods for a long time, pay attention to whether there is any difficulty, help the customer deliver the goods to the door and call a car on behalf of him;

When the customer leaves, the clerk should sort out other items.

XI。 Deal with commercial disputes

1, treat picky customers:

Treat each other politely, calmly, introduce and explain in a targeted manner, or satisfy customers' strong self-awareness to ease the atmosphere.

2. Treat customers rudely:

First, it is impolite and eager to buy; Second, the personality is irritable and the problem is extreme; Third, it belongs to poor quality and rough style. We should master different persuasion methods, control our emotions, try to infect each other, or make each other feel ashamed. We must never ignore them or answer blows with blows.

3. Treat customers who do not meet the return requirements:

Can't you just say it? Can't return it? Treat each other with courtesy, ask customers for understanding and explain the principled provisions. It's not appropriate to explain too much, such as? According to the regulations, the clothes you bought have expired and cannot be returned. Please understand, I'm really sorry? 、? Clothing has a certain life, and the company's return regulations are also based on clothing industry practices, which is a scientific definition. Would you please understand? .

4. In case of a dispute with the same shop assistant:

When there is a dispute, the clerk at the same counter should mediate in time, persuade the quarreling clerk to one side, then apologize to the customer on his behalf, listen to the customer's opinions patiently, and give necessary and patient explanations and explanations when the customer's mood is stable to ease the contradiction.

When customers are dissatisfied.

1, only 4% dissatisfied customers will complain to the management department about their dissatisfaction. This means that for every complaint you hear, there are 24 complaints you don't hear. You are losing the opportunity to satisfy customers, but you just don't know it!

2. It takes 12 good experiences to offset a bad experience.

If the complaint is properly and quickly resolved, 95% customers will still come back.

If the customer's complaint is handled correctly, the customer will tell at least five people that they have been treated positively.

5.9% of customers don't come back because of changing jobs, moving and accidents.

6.9% customers don't come back because they like competitors' products.

7. 14% customers don't come back because they don't like our products.

8.68% of customers think that waiters don't care about their problems and don't come back. For example, a customer doesn't come back because the waiter doesn't care about the color, texture, price, size and after-sales service of the clothes he bought.

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After-sales service and return of specialty stores (for reference only)

1 can be returned within seven days. (Return cannot affect secondary sales)

2. Clothes that have been changed artificially cannot be returned. (including: the hem of trousers was cut, torn and worn, the button was removed and moved, the length and width of clothes were modified, burns and burns were caused, etc. )

3. If there are serious quality problems that can't be repaired within six months, replace them. (Including: foaming, pilling, shrinking, uneven fading)

4, the warranty for half a year. (Including: scratch lining, thread opening, waist breaking, button removal, shoulder pad removal)

5. Clothes of other brands with the same fabric can be washed three times for free. Clothes of other brands with the same fabric can also be washed, but they will not be responsible for quality problems, and they can also enjoy free regular cleaning service every year.

6. Free ironing for life. (including: clothes sold in our shop and clothes not sold in our shop)

7. Pricing and quality problems caused by human factors will not be accepted.

(including: goods treated at a fixed price, improper wearing and washing, dyeing, hanging, grinding, scalding and other human problems)

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