Essential sales skills and techniques for shoppers
Sales skills and techniques is the embodiment of the ability to sell, but also a kind of work skills, sales is the process of communication between people. Below I organize the essential sales skills and tactics of shoppers, for your reference.
Guide essential sales skills and techniques
I remember the guide training, the mentor focuses on the main points of the explanation is how to deal with the guide and the customer contact, if the customer approached the counter, the salesman first greetings with the customer, the basic courtesy we all know, but sometimes there are some situations, there are The following three cases:
The first case is: the initiative to ask questions but cause customer resentment. If the customer approached the counter, the salesman asked a "What do you buy?" Customers hear this question not only do not accept, but ask the salesman: "not buy is not to see ah!" Both sides are very embarrassed.
The second situation is: due to the busy business or other objective conditions, sometimes the salesman can not do to each customer to take the initiative to ask.
The third situation is: some customers just focus on looking at the goods, the salesman asked is not, do not ask is not. In these cases, we have to find a good time to ask.
When customers stay in front of the counter, when the customer hand touch the goods or discuss with other customers discussing the goods, when customers come to the counter with coins, are salesmen to ask customers a good time. Language must be civilized, polite, sincere, friendly, with appropriate address to say the first sentence. Such as: Miss, Mr. What do you need? Euphemism with language, change into active. Such as the counter salesman is organizing the goods, did not pay attention to the counter came to the customer, then the customer rushed to the salesman shouted: "Miss, take this dress over to me to see." The salesman should immediately put down the finishing merchandise to come over, while setting aside the clothes and asked: "You wear or someone else to wear?" This question belongs to the euphemism, from passive answer to active questioning, can lay the foundation for the whole service process smoothly. Flexible, adaptable. Salesperson to customers can not be asked to focus on "Miss, you buy what?" "Mr., what you want" not put.
At the same time also need to do this: ask to adapt.
First of all: the customer's age, gender, occupation and other characteristics to flexibly determine the content of the question. Proactive questioning, can eliminate the customer's doubts, but also to quickly understand the customer's intention to provide the basis for the next step of the service.
Then: our answer: when the guests choose the goods feel the price is too high, the salesman has two ways of answering this question: one is "the price of this kind of goods, although a little higher, but the quality is very good", the other is "this kind of goods, although the quality is very good, but the price is a little bit higher. higher." These two sentences are just before and after the order is reversed, but the impression is completely different.
Before and after the two statements will make the customer feel that the quality of this product is good, even if the price is high, it is worth buying. According to the customer's expression to answer customer inquiries. This refers to the salesman while observing the customer's reaction, while answering customer inquiries, so as to understand the customer's attitude towards the goods in order to determine their own answer. If the customer asks the salesman, "Which color is good for me?" The sales clerk fingers a kind to the customer and says: "I think this kind of flower color is very nice, do you think so?" If the customer says, "Yes, it does look good," the salesperson can continue to introduce it. If the salesman to take the plain pattern to the customer to see, the customer looked after it frowned, did not say a word, the salesman should understand that the customer is not satisfied with this, and should take a bright color to the customer to see, otherwise it must affect the customer's purchasing mood.
Finally: send off customers to the customer is about to leave the counter to say a sentence or two polite farewell words, is not just a simple polite expression, but has a rich inner meaning. Caring farewell. This kind of farewell for special customers and careless customers. For example, the elderly customers slow speech, memory is not strong, the salesman to send off with both cordial and concerned about the language of life, said: "Master, please take good, the road slowly!" This farewell language from the choice of words, the use of tone is very consistent with the psychological requirements of elderly customers.
When the careless customer finished shopping for goods on the way out, the salesman should say: "Miss, please put the money loaded, take things well, goodbye!" This customer will feel that the salesman's reminder is too timely, so as to produce a sense of gratitude!
Language arts techniques many, shoppers should be used for different situations, not only is the expression of politeness to customers, more importantly, to the customer to send the transaction after the pleasant, for the future service laid the foundation for the company's brand to establish a good social image.
Salesman how to improve sales language skills
A salesperson to make the product introduction is rich in attractive charm to stimulate the customer's interest, stimulate the desire to buy, we have to pay attention to the art of language. Show your language charm to the customer. To pay attention to the following points:
1, with the customer to understand the language to introduce
Plain and simple language is most likely to be accepted by the public. Therefore, you have to use more commonplace phrases in the use of language, to make their customers understand. Salespeople must be simple and clear in their presentation of products and trading conditions, and their expressions must be straightforward. Unclear expression and incomprehensible language may create communication barriers, and it will affect the transaction. In addition, salespeople should use language and conversation styles that are unique to each customer.
My company just moved to a new office area and needed to install a mailbox that would reflect our company's characteristics, so I consulted a company. The guy who answered the phone listened to our requirements and insisted that we wanted their CSI mailbox. The CSI confused me, I asked the salesman whether the CSI is metal or plastic? Is it round or square?
The salesman was puzzled by my question. He said to me: "If you want to use metal, then use FDX, each FDX can be matched with two NCO." CSI, FDX, NCO these letters confused me, I had no choice but to say to him: "Goodbye, have a chance to contact again! "
We are buying office appliances, not letters. If the young man had been speaking English, French or Japanese, I might have been able to make out some of the words, but the codes confused me, and I wasn't too proud to admit that I didn't understand them at all... Forget it, save face, I'll go to another house and buy it! So, the first thing a salesperson should do is to introduce their products in a language that the customer understands.
2, with the introduction of storytelling
We all like to listen to stories, so if you use the storytelling method to introduce their own products, you can receive good results. Once, I was in a shopping mall research, I came to the Haier refrigerator counter, I pretended to be a customer of the appearance of Haier's sales staff said: "Your quality is guaranteed?" The sales staff did not say so much, just tell me up Haier's president Zhang Ruimin when he took office to smash the refrigerator story, a story told me immediately for the quality of the Haier refrigerator in awe.
Any commodity has its own interesting topic: its invention, the production process, the benefits of the product to the customer, and so on. Salespeople can pick vivid, interesting parts, string them into an applauding moving story, as an effective method of sales. So sales guru Paul Meyer said, "With this method, you can cater to customers, attract the attention of customers, so that customers have confidence and interest, and then without difficulty to achieve the purpose of sales."
3, to use the image to portray to impress the customer
I do training, always give the students to say this sentence: "Speaking must impress the customer's heart rather than the customer's head." Why? Because the customer's wallet is the closest to his heart, impress his heart, impress his wallet ah!
And the most effective way to impress a customer's heart is to use an image to portray it. Like once I went to the mall with my wife, the lady who bought the clothes said to my wife, so that there was no desire to buy she did not hesitate to pull out her wallet, I was pulling all the pull. What did the salesperson say to my wife that was so magical? Simply, the words were: "Wearing this dress will fulfill your beauty". "Complete your beauty", that's all it took for my wife to be swayed. This shopkeeper is really good at talking and doing business. In the customer's mind, it is not the customer who is taking care of her business, but she is fulfilling the customer's beauty. Although this is also a word of praise, but the effect of hearing it is completely different.
4, with the language of humor to explain
Everyone likes to deal with humor and fun people, and do not want to stay with a dead person, so a humorous sales person is more likely to get everyone's approval. In my neighborhood there were always two salesmen who sold insurance, and they belonged to two different companies. Once, I was doing a consultation. I remained skeptical about the efficiency of insurance companies. That's when the salesman from Company A said that nine times out of ten his insurance company delivers the check to the policyholder on the same day of the accident. And the salesman from Company B said to me, "That's nothing! One of my clients accidentally fell down a flight of stairs, and before he even hit the ground, I already had the check for the benefits in his hands." At the end of the day, there shouldn't be any doubt about which insurance company I choose, right?
Humor can be said to be the golden key to sales success, it has a strong infectious force and attraction, can quickly open the door to the customer's heart, so that the customer in the heart of a smile, to you, to the goods or services to produce a good feeling, thus inducing the purchase of motivation, contributing to the transaction of the rapid achievement. Therefore, a person with language charm for the customer's attraction is simply unimaginable. Outstanding salesperson, is a person who knows how to integrate the art of language into the sale of goods. A successful salesperson, so to speak, develops his or her verbal charisma. With verbal charisma, there is the possibility of success.
Salesman talking to customers of the top ten taboos
1. Jealous of arguing
Marketers in communication with customers, never forget their own profession, your identity is what you do. You should know that arguing with customers will not solve any problems, but only incur customer resentment. If you deliberately go and customers have a heated argument, even if you have the upper hand, won the victory, the customer refuted to speechless, body, red face, no place to hide, you are happy, happy, but you get what is it? Is the loss of customers, lost business.
2. Avoid questioning
Marketers communicate with customers, to understand and respect the customer's thoughts and views, it is impossible to take the questioning way to talk to customers. Questioning or interrogation tone of conversation with customers, marketers do not know how to behave politely, is a reflection of disrespect, is the most hurt feelings and self-esteem of customers. Remember! If you want to win the favor and appreciation of customers, taboo questioning.
3. Avoid command
Marketers in talking to customers, show a little smile, a little bit of attitude and amiability, speak a little bit softly, a little bit softer tone, to ask, consulting or consulting the tone of voice and customer exchanges, can not be taken as a command and approval of the tone of voice and talk to people. Always remember a --- you are not the customer's leadership and superiors, you do not have the right to customers to point fingers, orders or instructions.
4. Avoid bragging
When communicating with customers about their own, to be realistic about their own introduction, a little praise can be, never forget, forget to boast, self-aggrandizement, self-aggrandizement of their own origin, education, wealth, status and performance and income and so on. This will artificially create a gap and distance between the two sides. You should know that between people, the head and the head is the closest; while the pocket and the pocket is the farthest. Remember, your wealth, belongs to your personal; your status, belongs to your unit, temporary; and your service attitude and service quality, but belongs to your customers, eternal.
5. Jealousy blunt
As the saying goes: "hit people do not hit the face, reveal people do not reveal the shortcomings", we communicate with the customer, if you find that he is in the realization of the wrong place, but also do not point out bluntly, saying that he is also not? That is not right? People in general most avoid losing face and embarrassment in front of the crowd, to avoid bluntness. Kant once said: "For a man, there is no greater insult than to say he is stupid; for a woman, there is no greater insult than to say she is ugly." We must look at the object of the conversation, to do the words, according to the people Shi language, to grasp the skills of conversation, the art of communication, to euphemize advice.
6. avoid criticism
We communicate with customers, if we find some shortcomings in his body, we should not criticize and educate him face to face, and not to blame him loudly. We should know that criticism and accusation can not solve any problem, will only incur the other party's resentment and antipathy. Talk to people to use more words of thanks, praise; to say more praise, less criticism, to master the scale of praise and criticism, to skillfully criticize, side-tracking.
7. Jealous of professional
When promoting products, be sure not to use jargon. For example, the promotion of insurance products, because in every insurance contract, there is a death or disability of the terminology, most of the Chinese people taboo to talk about death or disability and other words, if you do not care with the customer so to speak, certainly incurred each other's unhappiness.
8. avoid monologue
Talk with customers to encourage each other to speak, through his speech, we can understand the basic situation of the customer's personal. Avoid marketers a person in the singing monologue, personal monologue.
9. Avoid cold talk
Talk with customers, the attitude must be enthusiastic, the language must be sincere, talk and behavior should be exuding true feelings, to be enthusiastic, sincere, the words of the true love. As the saying goes; "sense of the people, no first to love", this "love" is the true feelings of marketing personnel, only you with their true feelings, in order to exchange for each other's feelings **** Ming. In the conversation, the cold talk is bound to bring the cold field, the cold field must bring the business bubble.
10. Avoid hard
Marketers speak with customers, the voice should be bright, beautiful language, to be staccato, rhythmic, voice thick and thin; speed of speech fast and slow; tone of voice high and low; tone of voice heavy and light. To have sound and color, tension and relaxation, voice and emotion, lively. Do not speak without high and low, fast and slow points, no rhythm and pause, hard and dull, no vigor and vitality.
cake shopper sales skills
1, the most good-looking
Not we feel good, but consumers feel good, some people feel stacked with strawberries look good, some people feel the most beautiful black and white, is to make your target consumer groups feel good. Can you do that and look good to win?
2, the noblest
Not every company can make the "black swan", and there is no need, people are in more than a thousand stores on top of a crown.
And we use the top ingredients, the best technology, gorgeous packaging, the best service, supporting the creation of high-quality, a pound of cake 2, 300 yuan, consumers do not feel expensive. Again, the consumer is too expensive, not because he has no money, but because he thinks you are not worth it, can you do, quality to win?
3, the most delicious
There are many consumers feel that macarons are too sweet, but the powdered sugar can not be reduced, so it is in the heart to improve the sour flavor, thus reducing the consumer's sense of sweetness. Capturing consumers' taste buds is the most delicious. For example, can the flavor of the cake blank be enhanced by the use of earth eggs? Uniquely formulated 'whipped cream, selected fruits to match, to maximize the deliciousness, to see if it can stand out from the flavor?
4, the most fun
The above three points can not be done, there is also a way, that is, can you enhance the entertainment of the cake, there is a two-dimensional code on top of the cake, before cutting the cake, we take out the phone to scan, pop up some of the friends recorded their own blessing short video. Hiding a dollop of mustard in the buttercream, the person who ordered the cake knew very well what would happen at the birthday party? I kind of sympathize with the birthday girl. enough DIY already, how about a little micro DIY? Sell a cake blank with smoothed buttercream and send a bottle of spray buttercream, a small box of chocolate ornaments, a small box of fruit cut-outs, and a chocolate pen. At a birthday party, people can spend 10 minutes to "play" with a birthday cake by themselves.
5, the most cost-effective
Not to reduce your profits, but through your supply chain management, production management, process optimization and other means to reduce your costs, so as to obtain a competitive advantage in price. Thin margins are of course wrong.
6, the most fashionable
Continuously launch new products, follow the trend of fashion, a popular clothing, popular elements can be implanted in your cake, "Speed 8" movie is hot, you do a movie inside a certain model of the cake, is it fans will not like?
7, the most personalized
Non-mainstream, like punk style, to the elderly birthday is best low sugar sugar. To the girlfriends dead party birthday, of course, to be unrestrained, no lower limit, some products I can not bear to see at all, but young people just like. If there is a basketball-themed cake, people who like basketball will of course be the first choice.
This seven most, you have to be able to do at least one or two, and must be combined with marketing, publicity to do, in order to maximize the value.
The next sales techniques, we are divided into: the environment to create, understand the needs of the product introduction, a hammer, four parts to share.
First, the environment to build
1, since the birthday cake is an important part of your bakery business, that at least there should be a birthday cake booking area, let the guests sit down, is an important action, pour a cup of tea, or coffee to the guests. The most important thing is not to improve the quality of service, but the guests sit down, willing to stay more than two minutes, the probability of a transaction will skyrocket, the coffee is best hot a little bit, so that guests do not rush to leave.
2, this environment to be able to stimulate the desire to buy the seller, I know you have a beautiful cake display, or model, there are also brightly blinded my dog's eyes album. But this is not enough, we need to create a birthday atmosphere of joy, happiness, the wall, on the video, in the album, there should be people have a birthday scene, a family around the little baby blowing out the candles, a group of young people birthday party revelry, forgetting to smile need close-ups. The peach blossom also needs to be matched with the human face, in order to reflect the red well.
3, some cake store style is very much, guests are easy to pick the eyes, whether you are a paper atlas, or electronic atlas, there should be product index, classification. According to the crowd: children's world, fashionable ladies, Confucian Shenshi, youthful vigor, longevity than South Mountain. Can be categorized by material: fruit manor, chocolate world, heavy cream. Can also be categorized by style: sportsman, secondary world, family fun, French style and so on.
Second, understand the demand
I have spoken in countless places, consumers are willing to pay the price and willing to pay time is directly proportional. People buy a loaf of bread for 10 bucks and are willing to pay for 3 minutes. At most, ask the consumer 1-2 questions to understand the needs. Whereas a birthday cake is $200 and the consumer is willing to pay 10 minutes for that. We can ask up to 3-5 questions.
1, to what person's birthday;
2, what are the preferences;
3, what kind of form of birthday party, or party;
4, how many people to participate in;
5, to participate in the people, what is the main person;
These are common questions, the guest may not always be willing to answer you, but the more you know, the greater the chance of sales. The more you know, the greater the chance of sales.
There is a good shopper, learned that the guest's birthday party has 10 tables, successfully suggested to the guest, a 3-pound cake, changed to 10 1-pound cake, as a dish, to each table one. The sales went straight up, give a big kudos.
Third, the product introduction
Please do not forget, the beginning of this article, part of the "seven most", here is the time to talk about their "most" line, according to the previous step to understand the demand, put your "most" line. According to the previous step of understanding the demand, your "most" introduced to consumers. This is called "Beauty and the Beast" is the most fashionable, for students' birthday, are young people, everyone likes. This is called "French style" is the most high-grade, and it is the most honorable for inviting friends. You have to tell your guests what good ingredients you use, and they will tell you before they cut the cake. And this "Sunset Sunset" is made of Belgian chocolate, with our master's handmade buttercream, the most delicious, the whole family will be more happy to enjoy together, this birthday is more happy, this is the most delicious value.
Product introduction when empty mouth, the best with a tasting, wait, what? Birthday cake to do tasting! Yes, you read it right, I'm not wrong, delicious is needed for a reason, Lou Mengjie why can lecture in the baking industry, because in the industry for 12 years, more than 1,000 training courses, this is the reason (this sentence shameless advertisement, please skip, do not look). Cake bases, chocolate parts, matching fruits, buttercream for framing, prepare some of these ingredients for tasting.
"Sir, our cake is all made of earth eggs, this fragrant flavor is obviously different, you taste"
"Beauty, look, the strawberries on our cake, are all winter strawberries in Handong province, fruit stores are selling 70 yuan a pound, you taste! "Just this one action, instantly distance you from your competitors.
Fourth, a hammer
A lot of bakery shoppers, wrong in the guests came in to speak with the guests in the cake how preferential, you can play a few discounts, which will be directly to the grade and the price is pulled down. Be sure to introduce the product to the guests, the guests are still a little hesitant, or when asking for discounts, only to tell the guests, what discounts can be enjoyed. At the same time to take out the order to fill out, or let the guests start their own selection of the cake inside the hook, hook hook, the cake on the deal, the action must be very natural as early as possible to start, do not have to wait until the guests to say out, "Okay, I want to buy." These words before action.
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