Six steps of store sales service process

The first step of the six-step shop sales service-welcoming guests;

Welcome points: the limbs are upright, the hands naturally droop or cross, the face is friendly, the smile is gentle, the tone is calm, and the words are clear. You can blurt out "Welcome to Renjie Collection!" The key point is to strengthen the requirements for guests when welcoming guests. You are in the assembly shop, and the formal welcome gives guests the feeling of being in a brand shop, not a miscellaneous brand; Secondly, it is a brand that can strengthen Renjie's collection when welcoming guests. One thing to remember is that no matter what we are doing when welcoming guests, we must stop and keep our eyes on the guests, otherwise people will feel that we are working mechanically and the effect of welcoming guests will be discounted.

What did our guide do after welcoming the guests? Let's listen. Someone said, "after welcoming the guests, I'll go over and ask them if they need help." Some people also said, "After welcoming the guests, I immediately went over to introduce him. Renjie Store is a professional collection brand, a famous brand in Chongqing and a well-known trademark in Chongqing." Others said: "Our guests here don't like being followed, they like to watch by themselves, so I welcome them and let them watch by themselves. He will ask me any questions." During the training in Chongqing, one of our dealers said, "After welcoming the guests, we will secretly look at what the guests are doing and find the right opportunity to introduce our products to them."

The correct way is: what should we do after welcoming the guests? Don't stop because of the arrival of guests. In other words, it is necessary to create a busy atmosphere for guests and make them feel that they are not being monitored. But at this time, we must observe the guests' every move from the corner of our eyes and judge the timing of progress through the guests' actions, that is to say,

The second step of the six-step shop sales service-looking for a machine. Therefore, the method of Chongqing dealers is correct.

So what kind of guest behavior is it, we can regard it as taking the line off (introducing the product)? We briefly summarize as follows: 1. Staring at the product for a long time; Second, suddenly stop when watching; Third, ask for help; Fourth, look for trouble; 5. Touch and feel the product; Six, go and return. After Yu Guang sees these actions of the customers, we can go forward and introduce the products to the customers. Because we are doing our own thing when the guests look at the products "by themselves", we will be regarded as respecting ourselves by the guests (putting down what we are doing to receive ourselves). Even if the guests still want to see it by themselves, they won't feel too disturbed.

Finally, the guest is interested in the product, so it's time for us to make a move, but what should we say to the guest in the first sentence? Most shopping guides think it's time to say, "Sir, can I help you?" "Miss, what do you want to see?" Yes This is not recommended, because when sellers ask buyers such questions, most consumers will say, "I'm just looking!" " For self-protection. ? Since this question is incorrect, what should be done to open the door to communication with consumers?

Next, we will enter the third step-the opening. Opening a store is the first sentence in the six-step process of store sales service, so it is particularly important. We strengthened the brand of "Renjie" at the first time when welcoming guests, and judged that the guests were interested in the products at the first time when looking for the machine. At the beginning, it is necessary to arouse the guests' greater interest and grasp the guests' tastes at the first time. Now I want to share with you six ways to open it:

The first type: the opening of a new style. "Hello, Sir, is this the most popular product in Renjie's collection? Best-selling series, . . . . "Through the brief opening, the value of the best-selling products is vividly told, giving the guests a brand-new angle and interpretation, so it can arouse the excitement of the guests at the first time.

The second type: the opening of the promotion. "Young lady, we are doing activities in the store, and the audience is 20% off. Now is the best time to buy! " Our shopping guide is often used in the opening of the promotion, but here we should pay attention to the "20% discount", that is, we must make the promotion information exciting at the opening of the promotion, which is also insufficient for our shopping guide. Let's think about it. If you tell a customer the same promotional information, a shopping guide is very excited and a shopping guide has a straight tone, then the previous customer will believe that the promotion is really powerful, so you will tell him so excitedly; On the contrary, the guests behind will think that there are discounts today and there will be discounts tomorrow. I will get a discount, and others will get this discount, so the guests will not agree with this promotional message. Therefore, when you tell the guests the promotion information, you must stay excited, so that the guests will feel that the promotion is really strong, and there will be no store after this village!

The third type: praise the opening. "Young lady, you really have an eye. What you are looking at is our most popular product this year! " The charm of the praise opening is that no one does not like others to praise him, and our guests are no exception. It is very satisfying that the guest expressed his recognition of his vision in the first sentence of communication with them. Since they know that they like new products and don't know where they are, the shopping guide will have more opportunities to communicate with guests at this time.

The fourth type: do hot opening. "This is our company's latest model-coins, which sell well. We are out of stock, and there are not many goods in the store. I suggest you have a look and I'll introduce you! " To make a hot opening, the key is to make the best sale real, so when giving examples, you must make the details clear to the guests, which will be convincing.

Fifth: unique opening. "The time for us to do activities is these two days. There will be no discount after that, so it is the most cost-effective time to buy now ... otherwise it will cost hundreds of dollars more! " The only opening must emphasize the time limit, which will give the guests invisible pressure, and the guests themselves will have conflicts between buying and not buying. Once the guests hesitate, then our chance comes.

Sixth: the opening of functional selling points. "Young lady, you really have an eye. In addition to price concessions, the biggest feature of this collection is appreciation! " The opening of the appreciation selling point can tell the guests the outstanding selling point of the product at the first time, so that the guests are interested in it at the first time. For example, many guests will know what to collect, but they are not familiar with what to collect, so they will think about what will be valuable, and then we will better introduce the products.

The above has shared with you six ways to open it. You can experience it yourself in the actual sales process, or you can summarize your more useful ways in the opening. Several opening methods can be used separately or simultaneously, depending on the specific situation in the actual shopping guide process.

The fourth step of the six-step process of store sales service-experience-is to let customers participate in our sales process, so that the sales work can be carried out efficiently. For example, car sales encourage consumers to test drive; Cosmetics are sold as samples. Collectibles can let customers try to buy some small collectibles, or let customers feel the significance of buying this collectible. All these are to let consumers participate in the sales process, which can not only narrow the distance between us and consumers, but also let consumers have a deeper understanding of the products and arouse their interest.

There are still some differences between the sales of collective goods and the sales of automobiles, cosmetics and other products (many functions cannot be displayed or felt in terminal sales), which requires our shopping guide to communicate with customers when inviting them to participate in the experience. If communication is in place, customers are still willing to participate in the experience. After all, they can learn more about the product. It can be seen that communication with customers is very important in the fourth step-experience. In fact, there is a "one-two rule" in retail communication, that is, two sets of questions. "One question" means asking questions, "two sets" means being close to customers, and to put it bluntly, being close. Let's talk about "asking questions" first. Asking questions is also skillful. We agree that our shopping guide asks questions from three aspects. First, learn to ask customers what their needs are. Second, learn to ask customers questions with "empathy". For example, "after-sales service of brand-name goods is guaranteed, don't you think?" "The quality of shopping is very important, don't you think?" Wait, it is not difficult to see from the example that the question of "empathy" is actually nonsense. Everyone thinks so, but there is a difference between asking and not asking. When you ask customers, you will find the shopping guide of Renjie Collection very practical and considerate of customers everywhere. This is also the beauty of asking the question of empathy. I suggest you try it later. Third, in the later stage of the sales process, we should ask the question of "multiple choices" rather than "open-ended" questions. We can compare them. Let's look at the problem of "multiple choice" first. "Which one do you like better?" Then look at the "open-ended" question, "Do you like the two models I just introduced to you?" . We suggest that our shopping guides ask customers more "multiple choice" questions than "open-ended" questions. I believe that everyone should understand the truth through comparison. When asking questions to customers, we should also pay attention to two points: first, don't ask questions one after another. Constant questioning will give customers a feeling of "auditing" and form a "conflict" mentality. It's best to ask a question for a chat, and then ask a question for a chat, so that guests won't feel that every question of ours has a strong sales flavor in it. Second, after asking questions, we should choose the right products for the guests according to their requirements, so that the guests can feel that the answers are meaningful and look at the products more specifically. Next, let's talk about "two sets". To befriend is to find similarities, which is what we often call the "five similarities" marketing method: fellow villagers, the same tone, the same hobbies, classmates and the same surname. Many experienced shopping guides like to find similarities with customers in the sales process. In the process of sales, we can get closer to the guests and achieve the effect of "getting twice the result with half the effort".

The fifth step of the store service process-billing. Speaking of invoicing, everyone will definitely think that this is the most exciting step in the sales process, because invoicing means closing the deal, and the previous work can be done in vain. However, everyone likes this step and our shopping guide needs to be improved. According to our previous visit to the market, we found that our shopping guides have three problems in charging, and then we will analyze them one by one.

The first question-do not take the initiative to ask for billing. This question doesn't mean that we are not interested in shopping for bills, but that we really want bills, but we don't "impose" this desire on customers. More often, we let customers think, make decisions and wait for their final statements. On the one hand, the reason may be that our shopping guides lack confidence, on the other hand, they may not establish a strong position as experts in the sales process. After all, the collection industry is an industry that pays little attention to people, and consumers don't know much about the selling points of products. At this time, the role of terminal shopping guide "expert" is very useful to consumers, just as patients dare not question doctors. When a consumer buys a product, no matter how much he likes it or how satisfied he is, he will hesitate. At this time, the shopping guide needs the correct charging method to urge customers to make a purchase decision. Here are some correct methods: "Miss, do you pay the deposit or the full amount?" (No matter which one she chooses, she has to bill) "Sir, all your favorite products are billed to you!" (I'll write the bill if you don't talk, and you'll pay the bill as soon as you write the bill) "Miss, when will the delivery be arranged?" You just need to think about time. These words should be boldly put forward in a positive and confident tone. As long as the guest doesn't raise any objection, we will check out immediately and take him to the cashier. When we were doing sales at Hisense TV, we once met such a guest (a lady in her thirties with a child). This guest came to the Renjie Collection Counter for the second time. I asked her what she was hesitating about, and she said the reason: "My husband is not here, and she doesn't know how to collect it. I'm afraid I won't like it if I buy it." Because this is her second time to go to the counter, it shows that she is indeed a consumer who wants to buy, but she just doesn't know which one to choose. After briefly explaining the main selling points of the product, we began to urge her to make a purchase decision. "Collection is a popular trend now (stock market downturn, house price control), just in time for our company's promotion. You can buy it at this time. I'll write you a bill. If your husband is not satisfied, you can come to see me tomorrow, and I will exchange it for other collections. What do you think? " She didn't object, so we quickly made a bill and took her to the cashier to settle the bill.

The second problem-the charging method is not strong. Our shopping guides often say, "What do you think?" "What do you think?" This kind of bookkeeping method without "oppression" will not prompt guests to make a purchase decision. The correct way is as mentioned above, as long as the guests don't object to our proposal, that means we can settle the bill.

The third question-will it stretch consumption? What shall we do after making the bill? Most shopping guides say, "Be polite when seeing off guests!" "Only a few people answered" Recommend other products! "And the latter will bring us more benefits. When many consumers buy collections, the shopping guide tells them to buy whatever they want. So after he bought it, there are only two possibilities for us to lengthen our consumption. One is to form a second purchase, and the other is to have a deeper understanding of Renjie's products and leave the deepest impression, which is also beneficial to us. People often ask us how to sell pendants. In fact, pendants are most likely to impress consumers at this time. Even if he doesn't buy it now, he will definitely think of Renjie's collection when he needs it.

The sixth step of the store sales service process-seeing off customers. When we asked our shopping guide what to pay attention to when sending customers away during the training, our shopping guide could answer, "As a brand, we should send customers away enthusiastically, regardless of whether they buy products in Renjie Jidian, and we can't ignore them just because they are browsing." This also shows that at least our shopping guide has grasped the root of seeing Fujian off-that is, seeing Fujian off enthusiastically. Grasping the root, that is to say, we are right in strategy, but we should also pay attention to skills in tactics. If you don't pay attention to the use of tactics, the effect of seeing Fujian off will be greatly reduced.

Our shopping guides all know how to send guests warmly. Let's see how they send them away. "Welcome to visit next time!" This way of seeing off guests can undoubtedly reflect a brand's enthusiasm for guests, but now it depends on tactics rather than strategy. It's right to be enthusiastic about seeing guests off, but you can't just be enthusiastic. Seeing Fujian off is our last face-to-face brand promotion, and we can't let this opportunity slip away from us easily.

We suggest that our shopping guide can send guests in the following ways in the future, "Welcome to Renjie Collection Store again!" The key to this way of seeing guests off is to strengthen the guests' strength at the last moment when you come to Renjie Jidian, not anything else. In addition, we strengthened our requirements for our guests during the "welcome", which I believe will leave a deep impression on our guests. ("My name is Xiao Zhang. Mr. Wang, come to see me next time. Please take care! " Although this way of seeing off the guests didn't talk about the brand at the last minute, it publicized "yourself" at the last minute (the shopping guide is also a part of the brand), telling the guests that you have acquaintances in Renjie, saying that acquaintances are easy to handle affairs, and what you can do next time is to find acquaintances, so that guests can easily remember our shopping guide and thus remember the brand of Renjie collection; "If you are satisfied, bring your friends to Renjie Collection next time!" The key of this way is to strengthen the subconscious of the guests. "Next time, bring a friend to Renjie Collection to choose a collection!" That is to say, when we bid farewell to our guests, we should strengthen the gathering where they bring friends to Renjie. From these ways of seeing the guests off, we can find the characteristics of * * * *, that is, under the premise of enthusiasm, before the guests leave, we must strengthen the guests' knowledge of Renjie's collections and deepen their impression of Renjie's collections. You should have seen an advertisement that Zhao Wei Swallow was invited by Fujian Dali Group. "Eat more, eat more!" This is also the case.

We have also heard "Thank you, welcome next time!" Many shopping guides may think that there is nothing wrong with this, but we think that in the process of sales, customers spend money to buy products. Our shopping guides provide quality services to customers in the process of sales and help customers choose such a good product, so it should be the guests who thank us. We can be enthusiastic when we bid farewell, but enthusiasm is not expressed by thanks. There is also such a "welcome, please walk slowly, come to me if you have any questions!" " "This way of seeing Fujian off is taboo. The starting point of shopping guide is good. " I want the guests to know that our after-sales service is very good, and I won't say I don't care if there is a problem. "But if we are customers, how will we feel when we hear this? I think most of the guests don't think the after-sales service of Renjie Collection is good, but they definitely think they can be fooled this time. They just said how good the product is, and now they are worried that there will be problems. Remind me. Let's think about it. A guest who left the Renjie collection store in this mood will come to Renjie to collect again? I believe everyone knows the answer.

The most troublesome thing for our shopping guide in after-sales service is to handle customer complaints.

Let's look at how to deal with general customer complaints. The first step is to ask the guest to sit down, pour a glass of water and slowly listen to her express her dissatisfaction. Step two, listen. Guests are more emotional when they are dissatisfied and need to vent. At this time, the shopping guide needs to listen and only say some warm words such as "yes", "I understand", "I understand" and "I am disappointed if it were me" ... in order to alleviate the dissatisfaction of the guests. The third step is to give treatment suggestions. When the guest's mood is relieved, the shopping guide can explain the reason, give a solution, or ask the guest to give a satisfactory solution. However, it should be noted in this step that the shopping guide must not give any handling advice before the guest's mood has eased, because when the guest's mood has not eased, the mood is very excited and irrational, so no matter what handling advice we give, both parties can't reach an understanding. The fourth step is to be patient. The process of handling complaints may be repeated several times. The shopping guide should grasp the mood of the guests, grasp the rhythm between tightness and tightness, and finally solve the problem successfully, so that the guests will leave satisfactorily and even become loyal old customers.

We hope that after reading the series of articles, our shopping guide can bring some inspiration to everyone, thus improving the interception ability at the terminal.