Getting close to customers requires skill. You can't suddenly appear behind customers when they are absorbed in enjoying a product, which may scare them. Improper contact with customers or improper timing may scare away customers; If handled well, it will leave a good first impression on customers, which will be of great help to further understand customer needs, narrow psychological distance and complete sales. Three principles should be adhered to when contacting customers. One is the "three-meter principle", that is, customers can say hello when they are three meters away from themselves. Of course, it's not necessary if customers don't mean to say hello to you in the supermarket. The second is the "welcome principle". In many supermarkets or stores, shopping guides prefer to use "please have a look around" instead of "welcome". This sentence is actually inadvertently instilling a subconscious mind of "look around and leave" into the customer's brain. Therefore, the shopping guide should immediately change his statement. A smiling "welcome" is the best way to express your welcome to customers. The third is the principle of "enthusiasm golden point". In the supermarket, it is often seen that some over-enthusiastic shopping guides greet customers from a distance, and when customers approach, they will never leave, endlessly introducing how good a product is. This kind of excessive enthusiasm that does not understand the customer's personality and needs is very undesirable. Customers like shopping in supermarkets, because supermarkets have a relaxed and free shopping environment, and they can choose their own goods at will. Excessive enthusiasm of the shopping guide will bring a kind of pressure to customers, and they will inevitably run away and get rid of your entanglement. Therefore, the enthusiasm coefficient of shopping guide should not be too high, and the six-point coefficient near the golden section is the best enthusiasm. In fact, only when customers need help can you show up in time and help them enthusiastically.
Second, understand the needs.
Why do you need to know the requirements? Because the time of customers and shopping guides is precious, we should not spend it on introducing products that customers don't need, which can't reflect the principle of convenience. If you blindly introduce information that customers don't need, customers will resent it and distrust the shopping guide.
When introducing products, let customers know the information of products and their benefits; Pay attention to the customer's expression and reaction, give the customer the opportunity to speak and ask questions, and avoid all the introductions at once. Introducing a product is not a talk show, but understanding the real needs of customers. Pay attention to whether the customer is interested. If not, ask the customer what he doesn't know. Be careful when asking customers. Don't ask questions that customers can't answer or are too complicated.
When introducing information, customers' needs may change according to the introduction of the shopping guide. A shopping guide should always observe the changes of customers' interests. For example, at first, customers want to buy goods A, and by introducing customers to understand the unique characteristics of goods B, a substitute for goods A, customers may be interested in goods B. At this time, the shopping guide should shift the focus of the introduction to commodity B.
Third, it is recommended to buy.
After introducing the product information, ask the customer if there are any other requirements. When customers are basically satisfied, they should actively suggest buying and boldly outline the benefits of buying. But don't worry, just suggest it once; If you suggest buying too many times, it may arouse customers' disgust, but it won't work. Because if the customer is silent after hearing the first suggestion, there must be other reasons. At this time, it is necessary to learn more about customers' concerns or new ideas. For example, you can ask, "Do you think there are any other questions?" "What other information do you need to know?"
If you confirm that the customer has no intention to buy, you should sincerely thank him for coming, don't pester the customer, keep a positive attitude and don't let the customer feel your inner disappointment. Thank customers for coming and coming again. At this time, you can say, "I'm sorry to have kept you waiting." If you need any help, please feel free to come to me or call me. This is my phone number. " .
If the customer decides to buy, he should actively assist in the purchase.
Fourth, say goodbye to customers.
After shopping, you should be more enthusiastic about thanking customers for their trust and support and seeing them leave. If the goods are too much and too heavy, take the initiative to help or call the delivery man. Add some words to customers who still have doubts to enhance their self-confidence, such as: your eyes are really unique; If you are not at ease, you can contact me at any time.
Verbs (short for verb) deal with difficult problems.
1, too many customers. Many supermarkets are full of customers on holidays, and the shopping guides are overwhelmed. At this time, you can't just greet the customer in front of you, but also greet other customers, nod and smile, and say "welcome". If you can complete the purchase in a short time, you must do it first. If you have free colleagues, you can ask them for help.
2. Close cooperation between colleagues. It is very important to know how to play in shopping guide, so that guests can get a kind of psychological satisfaction. For example, when customers are hesitant, they should cooperate with each other and add fuel to the flames. When dealing with customer complaints, we should cooperate once and for all to solve the problem satisfactorily. When communicating with customers until there is no topic, you should also leave yourself a time step to communicate with another shopping guide.
3. Treat tourists. Many people don't want to go shopping in supermarkets or shops, but just wander around or ask some questions. The shopping guide can't make them feel left out. To achieve "all tourists are guests, we should be friends", the same hospitality. If possible, we should take the initiative to introduce the superior products and current promotional activities of the supermarket, publicize our services, send some promotional materials to the supermarket, and ask customers to help the supermarket advertise.
4. Treat picky customers. Sometimes you will meet some unreasonable customers in the process of shopping guide. Don't quarrel with customers, still explain patiently and enthusiastically, communicate as much as possible, and remember that customers are always right. If it can't be handled, report to the superior in time.
5. The goods are out of stock. Unfortunately, when the goods customers want are just out of stock, they are advised to switch to other substitutable goods, and the reasonable substitution between them is introduced. If the customer insists that the goods are out of stock, leave the customer's contact number and deposit, and inform the customer as soon as the goods arrive.
The shopping guide is a university question. An excellent shopping guide can enhance a company's image and retain a large number of loyal customers. Shopping guides should keep learning, sum up experience, read more books on marketing and psychology, master shopping guide skills and gradually cultivate themselves; Supermarkets should provide high-level training, improve the competitiveness of shopping guides and win channel terminals.
I hope I can help you.