Summary of selling shoes 1 The present era is not only the era of selling goods themselves, but also the process of selling services. The guide sells directly to customers, which is the bridge between enterprises and customers, the ambassador of customer service, the disseminator of brand and the spokesman of corporate image.
The first sale depends on the charm of the product; Secondary sales depend on the charm of service. Nowadays, many customers are concerned about not only the product itself, because in today's product homogeneity, it is not just a brand-specific product. In the process of consumption, more and more customers attach importance to the pleasure of the purchase process, so pleasant service is the main reason for the transaction. Paying attention to service means paying attention to performance. It can be said that service is the source of enterprise profits.
First, the operation skills of on-site shopping guide
1. Welcome guests correctly.
Standardized enterprises have standardized service etiquette to show their image.
The standard standing posture should be: feet naturally separated, at a 60-degree angle, head held high and chest held out, hands naturally drooping, left hand pressed on right hand, abdomen closed, chest held out, eyes looking straight ahead, smiling, shouting welcome speech! There is sincerity and intimacy in the tone. This kind of in-store atmosphere can easily infect customers and make them walk into the store unconsciously.
Action process of receiving customers:
Meet the customer → smile → nod → say the service guide.
2. Be good at judging customers
Be good at judging whether customers are buyers, users or influencers.
When customers walk into the store, they can quickly see that they are users. Guess the size of customers' feet with keen eyes, take your own feet as the standard, and try not to ask customers' feet directly. Because if you guess right, the customer's trust in you will deepen a few points and increase the probability of clinching a deal. If you guess wrong, the customer will definitely tell you her size, and then find a step, "I really can't see your feet are so slender."
If you have a companion, you must be careful not to neglect this companion. Because the influence of escort is greater than that of any shopping guide. It is possible that you broke your mouth and were ruined by the accompanying person saying "Forget it, don't buy it, you have too many shoes". The shopping guide said it was useless for a long time, so you must say hello to the accompanying personnel and ask for their opinions from time to time.
If it is a family of three, then the father must be the buyer of money, the mother must be the user, and the child must be the influencer. The child is unhappy, and the adults must have left. In this case, it is necessary to seek the advice of the father, meet the needs of the mother, take good care of the child and let the child walk happily.
3. Find the best time to get close to customers.
As a customer, the most annoying thing is that as soon as you enter the store, the shopping guide will keep introducing you, as if you are selling hard to prevent thieves. In this case, customers are not in the mood to shop at all and want to run away. So when is the best time to approach customers?
(1) When customers focus on a product,
(2) When a customer touches a commodity,
(3) When customers seek advice from peers,
(4) When customers seek services,
Don't neglect customers, and don't be too enthusiastic. It is important to grasp the timing and scale.
4. Understand the customer's budget
In the process of sales, we should know the customer's budget, instead of directly asking the customer what price to buy, which will easily hurt the customer's self-esteem. Knowing the customer's budget is to judge the customer's budget through the customer's reaction to the price. The customer said that the shoes of 328 yuan were too expensive, so her consumption budget might be within 200 yuan, and the shoes with special price or discount were more suitable for her. Pay attention to the tone when introducing products, and there must be no discriminatory attitude. It should be said: "This pair of shoes is very suitable for you, and the price is not expensive, and the cost performance is very high." So as not to hurt the customer's self-esteem and close the deal.
5. Explore the real needs of customers
The starting point for shopping guide to realize "value-added sales" is to understand the real needs of customers, give the most practical suggestions and let customers feel the greatest value.
First of all, we must understand the popular elements of the popular industry. The popular elements of shoes are: color, accessories, style (heel, last, cut line), material and pattern. When a customer walks into the store, as long as he can understand the customer's needs and meet her needs, he can make a deal. It not only saves time, but also improves the transaction rate.
6. Interactive use of professional knowledge and praise
In the process of sales, you can praise customers for their beautiful clothes or their temperament, but this is very strange to customers. However, if the shopping guide explains the materials and fashion trends with professional knowledge when introducing products, conveys enough professional knowledge and fashion information to customers, and communicates effectively with smart customers, customers will feel that they have learned knowledge here and their trust in products will increase a little.
When the customer agrees with your professional standard, guide the customer to try it on in time, choose a pair of shoes that suit her, and then praise and sincerely kiss the customer's ass. Of course, praise should be measured and not offend customers.
Second, correctly handle customer complaints.
In any line, any industry, customer complaints are always inevitable. When you encounter customer complaints, you must properly solve them. We should not only maintain the brand image, but also satisfy our customers. Complaining customers are the object of our service again and the best opportunity to improve brand loyalty. If customers' complaints are not handled properly, it is difficult for them to come back and buy products.
How to handle complaints:
1. Deal with your mood first and then deal with things.
Every customer who complains is outraged and extremely unstable. Avoid quarreling with customers at this time. Listen carefully first and agree with the customer's point of view. Parrot-like response to customer complaints. The customer said, "What kind of shoes are these? They were worn out in a few days. " . Response: "Yes, there are some problems with this pair of shoes. Our shoes are all handmade. I'm sorry if something goes wrong. " After the customer's mood calmed down a little, he went on to praise: "In fact, these shoes really match your figure and clothes. The higher you look, the more elegant you are." After the praise, change the subject. If it is really a quality problem, it is necessary to explain to the customer what is wrong and propose a solution, repair or replacement? If the customer doesn't agree with your plan, then ask, "We can solve this problem by repairing shoes. You have exceeded the three-guarantee period, and we can fix it for you within one week, ok? " . In this way, we admitted our mistakes, put forward solutions and solved the problems.
2. Seize the opportunity and shorten the time
In the store, customer complaints are always bad, which affects the sales atmosphere of the whole store. It is easy to mislead other customers and think that our products and brands have distrust factors. Therefore, when you encounter customer complaints, you must solve them quickly and let customers leave the store as soon as possible.
Don't make excuses to pass the buck.
Arguing with customers is undoubtedly adding fuel to the fire. The customer is always right, and no one will doubt the authenticity of the customer's complaint. When customers come to complain angrily, they should understand each other's feelings and apologize sincerely. It is not appropriate to make a scene when treating customers with courtesy.
The service industry has a history of hundreds of years, which is developing very rapidly and the competition is fierce. In recent years, various brands have fallen, and they have become accustomed to it. How to become an invincible general in an industry is to do the best service and do the best that others can't. This is the secret of service.
Summary of selling shoes 2 I. Market situation:
* * The total population of the province is more than 90 million, ranking second only to Henan Province. There are 48 cities in the province, including prefecture-level cities 17, county-level cities 3 1 and county towns 60. Their vast market space is a battleground for businesses. At present, the wholesale market is mainly composed of Jinan, Linyi, Heze and Qingdao. Jinan market covers Jinan, Tai 'an, Liaocheng, Dezhou, Binzhou, Dongying, Zibo and Qingdao. Is it easy? And parts of Weifang; Linyi market mainly covers three districts and nine counties in Linyi area; Heze market mainly covers Heze regional market; Qingdao market mainly covers cities in Jiaodong Peninsula such as Rizhao, Yantai and Weihai. At present, the better brands are: Red Dragonfly, Ircom, Spider King, Oren, Old Shoemaker, Golden Monkey, Ford and so on. The main sales channels are local shoe cities and shopping malls.
Second, the basic operation of the company brand:
Jinan market: There are now more than 40 customers, effective customers 15, 3 franchised stores, 4 special halls in shopping malls and 7 counters in shopping malls and shoes cities. Total inventory is 2,600 pairs, effective inventory 1 1,000 pairs, and inventory to be processed 1 1,600 pairs. The annual purchase amount is 2.5 million, and the total market debt is 450,000.
Linyi market: there are more than 20 customers, 3 effective customers/kloc-0, 2 self-operated halls, 4 franchised halls, and 6 shopping malls and shoe shop counters. The total inventory is 3,300 pairs, the effective warehouse 1.500 pairs, and the inventory to be processed 1.800 pairs, of which the self-operated store 1.800 pairs. The annual purchase amount is 3 million, and the total market debt is 260,000 (excluding self-operated stores).
The product structure in Jinan and Linyi markets is basically the same, with the wholesale price ranging from 90 to 220, of which the price is around 130, mainly Wenzhou shoes, mainly formal shoes, accounting for about 60%, business leisure accounting for about 30%, and pure leisure accounting for about 10%.
Third, the existing problems:
1. Agent Boss Zhang has been in the leather shoes industry for many years. Starting from the initial retail, gradually moving towards wholesale and brand management, the ability to support and control market information and market conditions is basically good. But after he settled in Linyi, he put more energy into Linyi market, which has jurisdiction over three districts and nine counties in Linyi. Now the market is basically stable and the terminal quality is high. His grasp of inventory and arrears is also reasonable, plus his two self-operated shopping malls are also operating, and his grasp of information feedback and styles is also more accurate.
However, in order to develop the market, we must attach importance to the Jinan market, because its capital city must cover nine regions and cities. Judging from the current operation, Mr. Zhang basically entrusted the operation of Jinan market to his brother-in-law, Mr. Yang, who was originally engaged in clothing retail in the following market and had no practical experience in shoe brand operation. He is even less good at communicating with people and rarely takes the initiative to open up markets. From the perspective of market development, it has greatly affected the overall expansion of this brand in the market.
2. The brand's grade and positioning are low, which is the basic situation of the * * market. It can also be seen from the main line of wholesale price of the above agents. Its price positioning is basically consistent with Wenzhou Shoes, Yierkang and Spider King. But Wenzhou shoes have occupied a certain market share in the market for many years, and it is really difficult for us to be on an equal footing with them. At present, agents use the popularity of the company's brand to operate low-end products in order to extract the final surplus value of the "S" brand.
3. The agent has no intention to make a long-term plan for the market, and its excessive price increase restricts the running volume in the market. Generally, the price increase is above the ex-factory price multiplied by 1.4, and the profit of some products is even as high as 50%. This is a short-term profit-seeking behavior. Earn as much as you can this year, and there is really little cultivation and protection for the market.
4. Because the agent has no plan to make long-term investment in the market, and even has too little support and investment in the market, he thinks it is not cost-effective to take out the money earned and put it in his pocket, so it is difficult to expand the market. Take Taian's customers for example! Boss Yang, a human being, has been running the "S" brand for three years and is the best seller among all customers. The special price hall of a shopping mall in Tai 'an can reach the purchase amount of 6.5438+0 million a year. In order to further expand the market, Boss Yang opened an "S" brand store in another quasi-commercial street. The containers and doors of the shop are all made by this company. Boss Yang paid 50% of the total amount of containers and doors, and the company reported 30% as planned. So how much did the agent pay? You should know that 1/6 is such an investment for a big customer like Boss Yang, not to mention the support and investment of other customers.
5. From the above data analysis, it can be seen that the supply of goods in Jinan market is seriously insufficient, because there is no self-operated store as a backup, which leads to the fear of hoarding goods, and the phenomenon that customers are out of stock with broken codes is serious, which seriously inhibits the promotion of sales. Lack of management of terminal market, Jinan market has developed many customers in recent years, but many dealers give up or cannot continue to operate after a period of operation. When a brand fails to operate in one market, it is quite difficult to expand the market next time.
Summary of selling shoes 3. I have been working in the marketing department for three months. During these three months, the leaders gave me great support and help, which made me quickly understand and get familiar with the business I was responsible for. At the same time, I feel the enthusiasm of marketing leaders and meticulous care for employees. I feel the heroic spirit of the marketer that "you can't see the rainbow without going through the storm" and realize the hardships and firmness of the marketer as the core department of the company. I am honored and happy to have the opportunity to be a member of the marketing department. Over the past three months, under the careful care and guidance of leaders and colleagues, we have made some progress in all aspects through our own efforts. Now I will briefly report my work as follows.
Due to the responsibilities of this position, my current work focuses on:
First, it lies in service, directly facing customers, and deeply feeling that I have a heavy responsibility.
As the facade and window of the enterprise, it represents the image of the enterprise. This requires us to be enthusiastic, cordial, patient, fast and accurate in the process of direct contact with customers. In the past work, I really realized what services customers need most, and the accumulation of dribs and drabs in my work laid a good foundation for me to serve customers better in the future. At work, in addition to doing a good job in customer telephone calls, accepting cases and complaints, and logistics work in the marketing department, we should always monitor market trends and provide relevant suggestions for maintaining market order and customer management. With the guidance and assistance of leaders and colleagues, the work assigned by leaders at all levels was basically completed on time with good quality and quantity.
The second is product price management and customer management.
Specifically, according to the relevant sales management system, supervise and inspect the specific implementation of relevant departments, and put forward opinions and suggestions; Keep abreast of market changes, implement dynamic management of customers together with sales department, and do a good job in customer satisfaction survey and customer evaluation; Inspect, supervise and test the sales market.
Third, other tasks assigned by the leaders. By completing the above work.
It makes me realize that an excellent marketer should have excellent management ability, continuously strengthened service consciousness, the ability to put himself in the other's shoes at all times, good coordination and communication ability, the ability to find and solve problems in time, the ability to accurately analyze, judge and predict the market, the ability to ensure the timely and symmetrical information of managers, good language expression ability, fluent writing expression ability and strong innovation ability. To improve work efficiency and quality as the standard, and constantly enhance the appeal, cohesion and combat effectiveness of the work.
With the correct guidance of the leaders of the Ministry and the help of colleagues, I worked out a good personal sales plan through my own efforts according to the requirements of post responsibilities, overcame the difficulties of being unfamiliar with the market and customers, and successfully completed the task. In just a few months, although we have done some work within our power, there is still a certain gap compared with an excellent market employee standard. Show in:
1. Due to lack of management experience and short working hours, although I can fully understand the significance of innovation in management, my sense of innovation is not strong enough;
2. For various reasons, it is sometimes difficult to coordinate and deal with related problems in the work.
The ability to always put yourself in others' shoes needs to be further strengthened.
In work and life, when communicating with people, the ways and methods of speaking need to be further improved.
I think: it is my premise and guarantee to bravely and correctly admit shortcomings and deficiencies and constantly improve in my future work and life.
The above is a summary of my personal work in the marketing department. Please correct my shortcomings.
Summary of selling shoes 4 Looking back on 20XX, it was a year of sowing hope and harvesting fruitful results. Under the correct guidance of superior leaders, with the joint efforts of all departments of the company and all colleagues of XXX, we have made considerable achievements.
As a store manager, I feel a great responsibility. Years of work experience have taught me a truth: for a retail store with good economic benefits:
One is to have professional managers;
Second, we should have good professional knowledge as the backing;
The third is to have a good management system.
Observe attentively and communicate with customers attentively, and you can do it well.
The specific summary is as follows:
1, conscientiously implement the company's business policy, and at the same time convey the company's business strategy to every employee correctly and timely, which has played a very good role in connecting the preceding with the following.
2. Do a good job in the ideological work of employees, organize the employees in the store, fully mobilize and give play to the enthusiasm of employees, understand the advantages of each employee, give play to their specialties, and live within our means. Enhance the cohesion of our store and make it a group.
3, through various channels to understand peer information, to understand the customer's shopping psychology, to know ourselves and ourselves, know fairly well, and have a clear aim, so that our work is more targeted, thus avoiding unnecessary losses.
4. Set an example and be a handsome employee. Constantly instill corporate culture in employees, educate employees to have a sense of the overall situation and do things from the overall interests of the company.
5. Attract customers with thoughtful and meticulous service. Give full play to the initiative and creativity of all employees, and let employees change from passive "let me do" to positive "I want to do". In order to create a good shopping environment for customers and create more sales performance for the company, lead employees to do the following work. First of all, do a good job of cleaning every day to create a comfortable shopping environment for customers; Secondly, actively serve customers and meet the needs of consumers as much as possible; We should constantly strengthen our sense of service and let our customers leave our store with sincere smiles and polite language.
6. Deal with the cooperation between departments, between superiors and subordinates, complain less, be more enthusiastic, treat the problems in work objectively and solve them with a positive attitude.
Summary of selling shoes 5 Sales are very common in daily life, and everyone has a clear sales picture in his mind. Sales affect you all the time. A new understanding of sales will help you develop and apply new skills and get the most benefit from them. It can be said that each of us is a salesman, doing our own work every day.
What is sales? A simple definition of sales is the process of introducing the benefits provided by goods to meet the specific needs of customers. Of course, commodities include tangible goods and services. Meeting the specific needs of customers means meeting the specific desires of customers or solving the specific problems of customers. Only the special benefits provided by commodities can meet the specific needs of customers.
Therefore, the definition of sales is very simple for us. In other words, you can find out the special benefits that goods can provide and meet the special needs of customers.
Women's shoe franchisees-the second quality that a successful salesperson should have: courage.
Fear is an emotional response produced by inner feelings. Humans have two great fears: fear that they are not perfect.
Afraid of not being accepted by others.
We can also overcome fear by changing definitions. What salespeople fear most is being rejected. We can analyze ourselves:
1. What is the definition of rejection? What happened means that the customer refused?
2. In what tone did the customer tell you that you felt rejected?
3. What was your customer's expression before you felt rejected?
Change your mood: Try to turn negative emotions into positive ones, and be grateful to all those who make you stronger.
So be good at creating and taking risks. The brave are invincible.
Franchise in women's shoes-the third quality that a successful salesperson should have: strong ambition.
Strong ambition is a strong desire for success. Only with strong ambition can you have enough determination.
The way to cultivate strong ambition can be to study and be with successful people. Life is a process of growth, and the most important decision in our life is to decide who to grow up with!
If you carefully observe our friends, you will find that they can be divided into three categories:
1, he is your mirror, much like you, he is the person you are eager to achieve, and he is helping you to know yourself better.
He represents an important person in your life, and your complex can be transformed through him.
He represents your subconscious, the person you least like, and the person who resists. He can help you accept yourself completely.
No matter what kind of people we meet and experience in life, we are still eager to achieve ourselves. In this process, we need to deliberately find our own growth team. The team that can really help us grow fastest has the following basic characteristics:
1, high personal achievement and realm;
2. It is the object of your imitation;
3. He can see your potential;
4. He cares about your growth;
5. He is willing to help you grow;
6. He has high expectations for you;
7. He will tell you the truth;
8. You will feel particularly stressed when you are with him.
Many of the desires of successful salespeople come from the stimulation of real life, which are generated by external forces, and are often not positive and encouraging. The sender of the stimulus often makes the receiver feel humiliated and painful. This kind of stimulation will often arouse strong resentment, resentment and rebellious spirit in the hearts of the stimulated people, so that they can make some "out of line" actions and glow with "out of line" ability. After success, some top salespeople often say, "I never thought I had these two skills."
Successful salespeople have the determination to win and a strong desire to succeed.
The desire for success comes from your desire for wealth, your responsibility to your family and your pursuit of self-worth. Dissatisfaction is an upward wheel!
You can do anything well with your heart! If you can't, you have to! If you must, you can!
Women's shoes franchise store-full of confidence and understanding of products. Be familiar with the knowledge of your own products. Your customers will not trust your products more than you do.
A successful salesman is an expert in his field. To do a good job in sales, he must have professional knowledge.
Confidence comes from understanding. We need to know about our industry, our company and our products.
Professional knowledge should be expressed in a popular way to make it easier for customers to accept.
Fully grasp the product knowledge of competitors: persuasion itself is a kind of confidence transmission.
Women's shoes franchise store-paying attention to personal growth, continuous learning and anti-surplus learning can greatly reduce mistakes and shorten the exploration time.
The biggest advantage of learning is that by learning the experience and knowledge of others, you can greatly reduce mistakes and shorten the time of exploration, so as to achieve success faster.
The experience of others' success and failure is our best teacher, and success itself is the embodiment of ability and needs to be cultivated. Successful salespeople pay attention to the good habit of learning and growing.
Sales is a process of continuous exploration, and salespeople will inevitably make mistakes in this process. Introspection is the premise of understanding and correcting mistakes.
A successful salesman can always reach a lot of consensus with his customers. This is inseparable from the sales staff's own knowledge and insight. How much knowledge and courage, how much knowledge, how many patterns.
Top salesmen are all masters who pay attention to learning. They cultivate their own abilities through learning and make learning a habit, because success itself is a habit of thinking and behavior.
Top salesmen learn with a purpose. The correct learning method is divided into five steps:
(1) A preliminary understanding.
Repetition is the mother of learning.
(3) Start using.
(4) achieve mastery through a comprehensive study.
(5) Strengthen again.
Women's shoes franchise store-high enthusiasm and strong service.
Top salespeople regard customers as their long-term lifelong friends.
Caring for customers' needs is manifested in caring for customers anytime and anywhere, providing customers with the best services and products, and maintaining long-term contact.
Knowledge is not only strength, but also the core ability of enterprises to create wealth.
A successful salesperson can see the customer behind the customer, and can see that today is not his own customer, but it doesn't mean that tomorrow is not. Respecting others is not only a virtue, but also a manifestation of one's own personality charm.
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