Praise is an art. Praise is not only "excessive" and "insufficient", but also the correctness of the object of praise. Different customers need different compliments. The following combs the sales skills and words of the shopping guide for your reference.
Shopping guide sales skills and words 1 First, find a point that customers can praise.
There is a reason to praise customers. We can't create a point out of thin air to praise a customer. This must be something we can praise. We must have a good reason to praise your customers. This kind of praise is more easily accepted by customers, and this kind of praise can feel your sincerity from the bottom of your heart. Even if it is a beautiful lie, customers like it.
Second, this is an advantage that customers have.
We should find the characteristics and advantages of our customers, which is exactly what we praise. The characteristics of customers can be found in many aspects, such as customers' occupation, customers' appearance, customers' behavior, customers' language, customers' family and so on. Of course, if this compliment is the advantage of the customer, only by praising the advantage can the customer feel that you are praising him. If you praise the customer's shortcomings without explanation, then
Third, this praise is a fact for customers.
If the customer's advantage is an indisputable fact, then the praise and statement of the fact is our team's basic judgment on things, which will make customers feel that your praise is not excessive, and such praise is easier for customers to accept.
Fourth, express in your own language.
Praise to customers should be expressed naturally in a natural way by organizing your own language. If you can use gorgeous words to explain what often happens in your life and work, then we will think that you are too artificial and the trust of customers in your words will be discounted. So it will be a very good way to express your praise in a natural way.
Fifth, express it in a timely and sincere manner.
Praise the customer at the right time, and your hymn will look natural at this time. At the same time, you can add some teasing spices to the praise of customers, which will make it easier to adjust the atmosphere and make customers feel comfortable.
16 one of the compliments that most female customers like to hear in the sales process (both are suitable)
1, you have a good temperament today. I can see that you are very lucky these days. I also like to contact you.
The clothes you are wearing today suit you very well, and I feel that you are a person who understands life.
I envy your hair. Very elegant.
4. You have a great figure. Everything you wear suits you well. I really envy you.
I can see that you are very feminine and young.
Talking with you is a pleasure for me.
I can see that you are a talented woman, and I have learned a lot from chatting with you.
8. You are very lucky.
9. I feel that you are a woman with great taste.
10, I can see that you are a very careful person, and being your husband in life is really happy.
1 1, I can see that you are a woman who knows life very well and enjoys it very much.
12, I feel that your eyes are really different and unique.
13, your suggestion is very good. I will certainly convey your ideas to my superiors.
14, from your choice of products, I can see that you speak and do things very neatly, and I can imagine that you are a person who does great things.
15. The products selected from you look fashionable and should be the best.
16, I can see that you are a knowledgeable, sensible and gentle woman (generally speaking, a woman with glasses is suitable)
Guide sales skills and words 2 1. Avoid arguments
When communicating with customers, marketers should never forget their occupation and your position. You know, arguing with customers can't solve any problems, it will only arouse customers' disgust. If you have a heated argument with your customers on purpose, even if you have the upper hand and win, you will be very happy, even if you refute your customers until they are speechless, torn to pieces, blushing and ashamed, but what do you get? It is the loss of customers and business.
2。 sidestep
When communicating with customers, marketers should understand and respect customers' ideas and opinions, and never talk to customers by asking questions. Talking to customers in a questioning or interrogative tone is a manifestation of impoliteness of marketers and disrespect for people, which is the most harmful to customers' feelings and self-esteem. Remember! If you want to win the favor and appreciation of customers, don't ask questions.
3。 Avoid orders
When talking with customers, marketers should show a little smile, be kind, speak softly, communicate with customers in the tone of consultation, negotiation or negotiation, and never talk with people in the tone of command or instruction. Always remember one thing-you are not the leader and superior of the customer, and you have no right to tell the customer what to do, give orders and give instructions.
4。 Avoid showing off
When you talk about yourself when communicating with customers, you should introduce yourself realistically, with a little praise, and never get carried away and brag about your origin, knowledge, wealth, status, performance and income. This will artificially create a gap and distance between the two sides. You should know that between people, head to head is the closest; Pockets and pockets are farthest. Remember, your wealth belongs to you personally; Your position belongs to your unit, temporarily; But your service attitude and service quality belong to your customers and are eternal.
5。 Avoid straightforwardness
As the saying goes, "if you don't hit your face, you won't expose people." When we communicate with the customer, if we find that there is something wrong with his understanding, don't directly point out that he is not? That's not right either? Most people are most afraid of losing face in front of everyone, being embarrassed and straightforward. Kant once said: "The biggest insult to a person is that he is stupid;" For a woman, the biggest insult is being ugly. "We must look at the people we are talking to, make our words meaningful, take actions according to different people, master the skills of conversation, the art of communication, and be tactful.
6。 Avoid criticism
When we communicate with customers, if we find any shortcomings, don't criticize and educate him face to face, let alone accuse him loudly. You know, criticism and accusation can't solve any problems, but will only lead to the other side's disgust and disgust. When talking with people, use more words of thanks and compliments; We should praise more, criticize less, master the scale of praise and criticism, criticize skillfully and innuendo.
7。 Avoid majors
Don't use technical terms when selling products. For example, when selling insurance products, because every insurance contract has professional death or disability clauses, most people in China are afraid to talk about the words death or disability. If you talk to your customers so unscrupulously, it will definitely lead to their unhappiness.
8。 Avoid monologues
When talking to customers, we should encourage them to talk. Through his speech, we can know the basic situation of our customers. It is forbidden for marketers to sing monologues or monologues.
9。 Avoid cold talk
When talking with customers, the attitude must be warm, the language must be sincere, and the words and manners should reveal the true feelings, be warm, sincere and sincere. As the saying goes; "Touching people, never mind feelings", this kind of "feelings" is the true feelings of marketers. Only by using your own true feelings can you get the feelings of the other party. In conversation, coldness will inevitably lead to silence, and silence will inevitably lead to the decline of business.
10。 Avoid being outspoken.
When talking with customers, marketers should have a loud voice, beautiful language, cadence, clear rhythm and coarse voice. The speed of speech is fast and slow; There are high and low tones; The tone is heavy and light. Be lively, relaxed, lively and lively. Don't speak regardless of rank, speed, rhythm and pause, stiff and inflexible, and have no vigor and vitality.
The sales skills and words of shopping guide Chapter 3 remembers that during the shopping guide training, the lecturer focused on how to deal with the contact between shopping guide and customers. If a customer approaches the counter, the salesperson greets the customer first. Everyone knows the basic manners, but sometimes there are some situations, including the following three situations:
The first case is: asking questions actively will cause customers' disgust. If a customer approaches the counter, the salesperson will ask, "What do you want?" When the customer heard this question, he not only refused to accept it, but questioned the salesman: "You can't read it if you don't buy it!" " Both sides are embarrassed.
In the second case, due to busy business or other objective conditions, sometimes the salesperson can't take the initiative to ask every customer.
The third situation is that some customers only look at the goods, and the salesperson doesn't ask. In this case, we should find a good time to ask questions.
When customers stop at the counter, when customers touch goods or discuss goods with other customers, when customers come to the counter with money, it is a good opportunity for salespeople to ask customers. Language must be civilized, polite, sincere and cordial, and the first sentence should be properly addressed. What can I do for you, miss and sir? Use language tactfully and become active. For example, the clerk at the counter was sorting out the goods and didn't notice the customers coming to the counter. At this time, the customer shouted to the clerk, "Miss, show me this dress." The clerk should put down the sorted goods at once. While putting down his clothes, he asked, "Are you wearing it or are others wearing it?" This question belongs to wit, from passive answer to active question, which can lay the foundation for the smooth progress of the whole service process. Be flexible. When a salesperson asks a customer a question, he can't stare at "What do you want, Miss?" What do you want, sir?
At the same time, we should also do this: ask questions according to the situation.
First of all, according to the age, gender, occupation and other characteristics of customers, flexibly decide the content of questions. Taking the initiative to ask questions can dispel customers' doubts, and at the same time, it can quickly understand customers' purposes and provide a basis for the next service.
Then: Our answer: When the customer chooses a commodity and thinks the price is too high, the salesperson has two answers to this question: one is "Although the price of this commodity is higher, the quality is good", and the other is "Although the quality of this commodity is good, the price is higher." Although these two sentences are just reversed, they give people a completely different impression.
Before and after the two statements will make customers feel that this product is of good quality, even if it is expensive, it is worth buying. Answer customers' questions according to their expressions. This means that the clerk answers the customer's questions while observing the customer's reaction, so as to understand the customer's attitude towards the goods and determine his own answer. If the customer asks the shop assistant, "What color should I wear?" The clerk pointed to the customer and said, "I think this color is beautiful, don't you?" If the customer says "Yes, it's really nice", the salesperson can continue to introduce it. If the salesperson shows the simple pattern to the customer, the customer will frown and say nothing after seeing it. Salespeople should understand that customers are not satisfied with this and should show it to customers in bright colors, otherwise it will definitely affect customers' buying mood.
Finally, to say a polite farewell to customers who are about to leave the counter is not only a simple polite expression, but also has rich internal meaning. A caring farewell. This farewell is used for special customers and careless customers. For example, elderly customers are slow in words and deeds and have poor memory. When the salesperson says goodbye, he should say in a friendly and caring language, "Grandpa, please take it well and walk slowly on the road!" This farewell speech meets the psychological requirements of elderly customers from the use of words and intonation.
When a careless customer leaves after shopping, the salesman should say, "Miss, please put your money away and take your things well. Goodbye! " In this way, customers will feel that the reminder of the sales staff is too timely, thus generating gratitude!
There are many skills in language and art, and shopping guides should be used according to different situations. This is not only a sign of courtesy, but more importantly, it brings pleasure to customers after the transaction, laying a foundation for future services, thus establishing a good social image for the company's brand.
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