Lighting sales skills 1:

1. We smiled at each other, but the customer didn't respond, saying nothing or coldly answering: I'm just looking.

[Error response 1] Never mind, please have a look.

[Error Response 2] Well, then look around.

[Error Response 3] Well, take a look first, and call me if you need help.

Template practice

①: Shopping guide: It doesn't matter. It doesn't matter whether you buy it now or not. You can learn about our products first. Come, let me introduce our lamps to you first. What color is the furniture in your bedroom?

Comments: First of all, according to the wishes of customers, ease the psychological pressure of customers with a relaxed tone, and briefly introduce the characteristics of lamps. Then when the conversation turns, ask questions to guide customers to answer questions. As long as the customer is willing to answer our questions, the clerk can ask in-depth questions and let the sales process move forward smoothly.

②: Shopping guide: It doesn't matter, you should read more when shopping! But miss, I really want to introduce our latest model to you? Crystal sand? These days, a series of products are very popular in our DTL. You can look at them first. Come, this way, please.

Comments: First of all, we should agree with the customer's meaning and ease the psychological pressure of the customer with a relaxed tone. Then, at a turn, guide customers to understand a product with sincere and excited tone, and guide customers to follow you with powerful gestures by the way. As long as the customer is willing to learn about the product with you, the shopping guide can ask in-depth questions and understand other needs of the customer, so that the sales process can move forward smoothly.

Four viewpoints: shopping guide is not to guide the purchase, but to actively guide the customer's purchase direction.

2. The customer actually likes it, but other people in the same industry don't buy it, saying, I think it's average. Let's look elsewhere.

[Wrong response 1] No, I think it's fine.

[Mistake 2] This is our main item this season.

[Error Response 3] This is very distinctive. How can it not look good?

No matter what others say, what do you think?

? No, I think it's great, okay? And then what? This is very distinctive. How can it not look good? The simple and unconvincing statement is purely the wrong response of the clerk to find a fight, which is easy to cause confrontation between the clerk and his companions and is not conducive to creating a good sales atmosphere. ? This is our main product this season? So the bull's head is not right. ? No matter what others say, what do you think? It is easy to arouse the antipathy of peers, customers must be on the side of peers, and the sales process will definitely end.

Template practice

Shopping guide: Sir, you not only have unique opinions on lamps, but also are very attentive to your friends. It's nice to bring a friend like you to buy a lamp! What other aspects do you think are not suitable? We can exchange views and then help your friend choose something that really suits him, ok?

Comments: first praise the buyer sincerely and skillfully, and then ask him for advice on buying a house. As long as the accompanying buyer is willing to give his opinion, it means that we have won his support and the probability of successful sales will be greatly improved.

Shopping guide: (to customers) Your friend is very expert in buying lamps and is also very attentive. No wonder you brought him to buy lamps! (To the accompanying buyer) Excuse me, sir, do you think there is anything you don't know? You can tell me, so that we can give your friend some advice and help her find a set of lamps that are more suitable for their home, ok?

Comments: First, praise the professionalism and carefulness of the accompanying buyer indirectly to the customer, and then ask the accompanying buyer's opinion and ask him to be his own consultant. As long as he gives advice, the sales process can continue.

Four viewpoints: Accompanying a buyer can be an enemy or a friend.

Although the customer accepted our suggestion, he finally left without making a purchase decision.

[Wrong response 1] This is really suitable for you, and there is nothing to discuss!

[Error Response 2] It really fits, so don't think about it.

[Error Response 3] (speechless, start collecting things)

[Error Response 4] Well, welcome to discuss and come again.

? This really suits you. What else can we discuss? It gives people a feeling of being too strong, which easily leads to the rejection of customers. After all, it is normal for customers to spend so much money on things and discuss with their husbands. ? It really fits, so you don't have to think about it? Far-fetched, empty confession, unconvincing Moreover, it is too negative to collect clothes without words, and there is no effort to win the business of customers. Okay, then. Welcome back after the discussion? It gives people the feeling that they have not made any efforts, and there is still a feeling of expelling customers, because when the sentence of shopping guide is exported, customers have to leave the store along the steps in order to avoid the embarrassment of staying where they are.

Template practice

Guide: Yes, I can understand your idea. After all, it costs thousands of dollars to buy a good lamp. You must discuss it with your husband so that you won't regret it. Is this good? Please sit down for a while, and I'll introduce you to more models. You can see more and compare more, so that you can consider it more comprehensively.

Comments: First of all, we agree with the rationality of the customer's statement and strive for the psychological support of customers. Then introduce other products to customers for this reason, with the purpose of prolonging the stay time of customers, understanding the real situation of customers and laying the foundation for building mutual trust.

Shopping guide: Miss, this lamp matches your room very well in style, light color and so on. I want to feel that you like it. But you said you wanted to reconsider. Of course, I can understand your idea, but I'm afraid my explanation is not in place, so I want to ask your opinion. What is your main consideration now? (Smiling at the customer, pausing to guide the other person to express his concern) Miss, are there any other reasons to stop you from making a decision now? (After guiding the other party to express all concerns and deal with them selectively, you should immediately guide the customer to make a deal)

Guide: Miss, have I explained this question you care about clearly? (As long as the customer is clear, nodding or silent, it is recommended to buy immediately. ) Well, what's your delivery address? (If the customer still says that he wants to discuss or consider it with his husband, then lead to the next step. )

Guide: Miss, if you really want to think about it, I can understand. But what I want to tell you is that this set of lamps is very suitable for your situation, and it is also very cost-effective to buy now. Look at its style, color and light source. Now there is only one set of lights in the warehouse. It's a pity if it's not installed in your home. How's this? I'll keep it for you now. I really hope you don't miss this set of lights, because this set of lights really suits you!

Comments: First, guide the customer to tell the real reason for his refusal in a slightly stressful way, and then immediately guide the customer to make a deal after handling the customer's refusal point. Finally, if customers really want to go out for comparison, they should take a step back, but they must pave the way for customers to turn back.

Four viewpoints:

Moderate pressure can improve store performance by 70%, and repeat customers will have buying behavior.

4. We advise our customers to feel the function of the product, but they are not very willing.

[Error response 1] You can feel it if you like.

[Error Response 2] This is our new product, and its biggest advantage is that

[Error Response 3] This is also good, you can have a look.

? Can you feel it if you like? This is our latest development. Its greatest advantage is that these two sentences have almost become commonplace in retail sales in China. Some shopping guides greet customers so loudly as soon as they see them enter the store or start to touch the goods, which makes their ears cocoon. ? That's not bad either. Can you have a look? The problem with this sentence is that the shopping guide lacks professional knowledge and fails to recommend suitable styles to customers. Just say what the customer saw. This? Yes, it will lead customers to distrust the recommendation of the shopping guide. It can be said that the performance of our shopping guide made customers not take our suggestions seriously.

Template practice

Guide: Miss, I really admire your eyes. This is our new model and it sells well! I think with your interior design style and our lamps, the effect will be very good. Miss, I can't just say it looks good. Come on, you can try the lighting effect of this lamp first.

Shopping guide: (if the other party hasn't moved yet) Miss, the effect of lamps in every place is different. Just like clothes, you can't see its effect without wearing them. Miss, it really doesn't matter whether you buy it or not. Please come this way with me.

Comments: How to guide customers to be interested in lamps is a puzzle for many salespeople. This language template first affirms the customer's vision, then hints at the customer's experience with a professional and confident kiss, and firmly guides him to feel that he doesn't understand with his own body. When the customer refused the experience, he did not give up, but continued to confidently provide the other party with reasons for the experience, and then guided the experience again. The whole process is natural and smooth, making customers embarrassed to refuse.

Guide: Miss, you really have a good eye. This lamp is our latest model and sells well! Come on, let me introduce you. This kind of lamp is made of materials and art, and introduces the technology and function, which is very popular with the masses. Of course, I said yes is not enough. You are using the lamp yourself. What you think is good is the most important thing. Miss, feel this lamp yourself (directly guide the customer experience)

Guide: (If the customer is not very cooperative) Miss, I find that you are not very interested in this lamp. In fact, it really doesn't matter whether I buy it today, but I really want to serve you well. Excuse me, is there something wrong with my introduction just now, or do you not like this style at all? Can you tell me? Thank you! (If customers say they don't like this style, they will enter the stage of asking and recommending. )

Comments: Agree with customers' first choice and create a hot-selling atmosphere in an excited tone, then quickly guide customers to personally check the advantages of goods, and sincerely ask customers and solicit their opinions when encountering resistance, so as to prepare for re-recommendation.

Wang Jiansi's point of view

Whether customers buy or not, we should strive for customer experience.

Customers always feel that the quality of special offers has such and such problems. How to dispel his doubts?

[Error response 1] Don't worry, the quality is the same.

[Error Response 2] It's all the same batch, so there will be no problem.

[Error Response 3] It's all the same thing. How can it be?

[Error Response 4] It's all the same brand, no problem.

Template practice

Shopping guide: You may understand this idea. After all, the situation you mentioned does exist in our industry. But I can tell you responsibly that although our products are all on sale, they are all of the same brand, in fact, the quality is exactly the same, and now the price is much more favorable than before, so it is really cost-effective to buy them now!

Comments: First learn to identify with customers' concerns, then tell customers the facts in a sincere and responsible tone, and emphasize the benefits of buying now, thus promoting customers to make decisions immediately.

Shopping guide: That's a good question. There have been old customers who had similar concerns before, but I can tell you responsibly that both the regular price and the special price are actually the same brand, and the quality is exactly the same, including the quality guarantee we provide you, but the price is much lower, so it is really cost-effective to buy these things now, so you can buy them with confidence!

Comments: Identification is a good skill. When encountering difficult problems, using identification skills before explanation will often greatly increase the persuasiveness of the shopping guide, and then give a quality commitment and reduce his anxiety. By the way, we can emphasize the advantages of special products to promote customers' transactions.

Shopping guide: I can understand your idea, but I can tell you responsibly that these special offers were actually regular-priced goods before, but because we want to give back to our old customers, they became special promotions, but the quality is exactly the same, so you can choose with confidence.

Comments: After recognizing the customer's concerns, give the customer a full and reasonable reason to reassure the customer.

Wang Jiansi's point of view

There are no customers who can't guide, only the shopping guides who can't guide the purchase.

The customer said: You sell things well. Which melon seller doesn't say his melon is sweet?

[Error response 1] I can't help it if you say so.

[Error Response 2] Forget it, you don't believe me anyway.

[Error Response 3] (Keep silent and continue to do your own thing)

? I can't help it if you say so? This kind of language looks helpless on the surface, but it is actually very strong, which will make customers feel annoyed and lose face. The implication is that you are so unreasonable that I have nothing to say to you and don't want to talk to you at all. ? Forget it. You don't believe me anyway? It means you won't believe me anyway, so I'm too lazy to talk to you. Continue to do your own thing silently, and the message to customers is that the shopping guide feels indefensible, so he acquiesced in his statement.

Template practice

Shopping guide: Miss, the situation you mentioned does exist now, so I can fully understand your concern. But please rest assured that our store has been in this place for more than three years, and our business is mainly supported by old customers like you, and we will never risk our business integrity. I believe that we will win your trust with reliable quality, and I am full of confidence in this.

Comments? First of all, recognizing customers' concerns makes them feel safe psychologically, and then makes them feel good about the clerk. Then, emphasize the fact that our store is a long-term operation and dispel customers' concerns. Melon? Really sweet and confident; Second, am I selling? Melon? People, and I have been selling in this store for many years? Melon? Yes What if? Melon? If it is not sweet, you will come back to me. Why should I make trouble for myself, don't you think? Of course. Is it just me? Melon? Really? There are not enough cantaloupes. Just try them yourself. Come on, miss, this way, please!

Comments: With the help of customers' words, we can confidently tell the fact that we are sweet and sweet, and at the same time guide customers to experience our products in a relaxed and humorous tone.

Wang Jiansi's point of view

When customers don't trust us, what we have to do is to restore trust.

The customer took a fancy to a product and wanted to buy it for his family, but said he would bring his family before deciding.

[Error response 1] Don't wait, if you don't buy now, you will lose money.

[Error 2] You can get a discount now.

? Don't wait, if you don't buy it now, you won't have it? Without providing obvious factual basis, customers may think that the shopping guide deliberately exerts false pressure. Once customers feel that the shopping guide is playing tricks, no matter what the shopping guide says, they will be absent-minded ? Can I get a discount now? It seems that customers buy things just to be cheap. ? Then, why don't you bring your husband/boyfriend? Just entering the customer channel gives customers a step to leave, which naturally drives them out of the store, but it greatly reduces the sales performance of the store.

Template practice

Guide: Miss, you are so careful! In fact, as you just said, this product is more suitable for your family's style in terms of color. I want to know what is the main problem that makes it difficult for you to make a decision now?

Comments: Praise the customer first, then directly ask the reason why the customer hesitates, and solve it in a targeted way.

Shopping guide: Actually, this is not a simple product. Your husband/boyfriend moved too late, don't you think? In addition, if he is really dissatisfied, as long as it does not affect the resale, we especially allow you to take it back and exchange it within three days. Do you think this will work?

Wang Jiansi's point of view

Excellent shopping guides often impress customers with stories.

8/ How to avoid a successful sale being rejected by vagrants?

[Error response 1] What's the problem?

[Wrong response 2] Don't talk nonsense unless you buy something.

[Error Response 3] Don't listen to his nonsense.

[Error Response 4] Please don't say that, okay?

Template practice

Guide: Thank you for your advice, Miss. What style do you want to see? (Deal with the wandering customers quickly and then turn your eyes back to the customers) For example, Miss Zhang, only you know how comfortable shoes are on your feet, don't you think? Miss Zhang, I have worked in this industry for five years, and I want to serve you well. I think this lamp really suits you. what do you think?

Guide: (smiling at the rogue) Thank you, Miss. Excuse me, what do you want to see today? (After dealing with the wandering customers quickly and delaying them, he smiles and says to the customers) Miss, we can't all like ourselves in life, can we? Actually, shopping is the same. Miss, I have been in this industry for five years, and I can tell you responsibly that this product completely meets your needs and really suits you. Look (explain the advantages of the product)

Guide: (smiling at the loiterer) This is Miss. Thank you for your advice. In fact, everyone's understanding of their room decoration and furniture collocation will be different, right? Excuse me, miss, what do you want to see today? (Smile at the customer after dealing with the rogue quickly)

Wang Jiansi's point of view

Intelligent terminal sales staff are good at choosing and giving up, weakening and transferring.

9. After listening to the introduction of the shopping guide, the customer turned away without saying anything. What should I do?

[Error response 1] Easy, don't send!

[Error Response 2] This is very good.

[Error Response 3] Please wait a moment, sir. We can look at others.

[Error Response 4] It can be cheaper if you really want it.

[Wrong response 5] Do you have the sincerity to buy and watch?

Template practice

Shopping guide: Madam, please don't go yet, ok? Madam, do you not like our lamps, or is my service not up to standard? You can tell me, and I can improve immediately. Really, I really want to serve you well. What style of lamp are you really looking for?

Guide: Miss, please stay. I'm really sorry, miss. I must have missed the introduction just now, so you are not interested in reading any more. But I really want to help you find a product that suits you best, so could you please tell me your real needs and I'll help you find a product that suits you? Thank you, miss! Excuse me (re-understanding customer demand intention)

Comments: The shopping guide first looks for reasons from himself, obtains the understanding of customers, and then re-understands the needs of customers and makes recommendations!

Guide: Madam, could you wait a moment? It really doesn't matter whether you buy something or not. Well, I just want to ask you a favor. I just started making this brand. Please tell us what you are not satisfied with so that I can improve my work. Thank you very much. Excuse me.

Comments: Shopping guides should learn to actively lower their bodies, which will invisibly raise the bodies of customers and make them feel respected, thus making customers more cooperative with us.

Wang Jian si Dian

Keep your mouth shut, and talking too soon will lead to greater losses.

10: After entering the store, the customer took a look and said: There are not many things, so there is nothing to buy.

[Error response 1] The new goods arrived two days later.

[Error Response 2] Almost sold out.

[Error Response 3] How can it be less? There is enough.

[Error Response 4] Can you buy all these things?

Template practice

Guide: Yes, you are very careful. There are not many goods in our shop, but all the items are carefully selected by the boss, and each one has its own characteristics. Come on, let me introduce you. What kind of lamp do you like?

Guide: You are right. We really don't have many styles here, because our boss likes more distinctive things, but we have several products that I think are very suitable for you. Come on, this way, please. Let me introduce you. Do you want to see it or not?

Lighting sales tips 2:

1.？ Why is the price so high?

Where do you think the height is? Which product makes you look more expensive than ours? In the existing market, products of the same grade are not cheaper than ours. If you are talking about the brands of those small factories, they are indeed lower than ours, but they are definitely not our grade.

2.？ What's your price?

Do you already know our products? If you don't know it well, then you can't judge whether our products are expensive or not. Your consideration of price is nothing more than whether you can make money and how much profit space you have. After listening to our product introduction and understanding our products and marketing strategy, I think you can understand our price.

3.？ Why is the price so low?

Answer? What you asked is the key of our product, which is the result of our selling point and product strategy. The first is our scale advantage. We bought a group, which reduced the overall cost. Secondly, our company operates healthily and reasonably, without bad assets, and its operating efficiency can be maximized. Finally: but our business philosophy is to stick to the road of cost performance. We have the lowest profit, so the price is the lowest! If you really intend to cooperate, then we can talk about the price, because I don't want our price to bottom out. After all, my price still has a considerable advantage.

4.？ Is your product good or not? Can the quality be guaranteed?

A: Of course there is a guarantee, even the quality can't be guaranteed. How dare I open the door? What I want to seek is not short-term business, what we need is long-term cooperation. I can explain our quality assurance from two aspects, the first is our inherent advantages:

A: The scale strength of our company and our core competitiveness are technological development capabilities, which are well-known in the industry.

B, our technical service team is rich in technology and can solve your worries about quality at any time.

5.？ What if there are quality problems?

A: Of course, no one wants problems, but the quality of products may be affected because of transportation problems, so we will analyze them carefully. If it is really our quality problem, don't worry, then do things according to the contract and never let you have any worries. Our service team will serve you wholeheartedly.

6.？ Why haven't you heard of this brand?

A: There are nearly 8,000 manufacturers in the market now, and there are more brands. It is normal that there is no fame here. No domestic brand dares to say that it is a national brand, and it has certain regionality. If you mean Haiwei and Bandung, it is indeed a national brand, but does it still have a market? Even if there is, everyone knows how much profit there is.

7.？ Find someone else. I have a new brand.

Really? Wouldn't that be better? You can compare our products with him immediately to see if it is easier for him or for us. How much can I earn by making this product? How much can we earn by manufacturing our products?

8.？ What service do you have?

A: Our services can be divided into A business services, B technical services, C marketing strategy services, D internal management services and E information exchange services. I don't know what else you need.

9.？ Do you have a bed? How much is this bed?

A: Yes, 5% for the first time and 5% for the third time, but that's the price. If you don't shop, you can enjoy this preferential price and give you a corresponding bonus according to your sales at the end of the year.

10.？ How is the quality compared with XX?

A: I can say that our company's products are the most cost-effective in the same grade, and we are definitely the best in the same price range. Why do you say that? We adopt a low price strategy for mid-range products. Only in this way can we not be helpless in the price war that will happen in the future.

1 1.？ How about I want to be a regional distributor?

Yes, but I want to know which field you are strongest in and what is your monthly sales? What's the worst area? What is the monthly sales volume? If you only do 20 thousand to 30 thousand a month in this respect, it doesn't mean anything to you or us. So if you think you can eat several areas, please let us know and we will plan for you, but we must ensure our monthly sales, so I think you'd better take it step by step.

12.？ Who will pay for the inspection tour to your company?

A: Basically, the fare is not reimbursed, so Boss X should stop joking with me. Other meals are counted as 50 yuan/person. During the inspection and accommodation, it is calculated according to the company standard.

13.？ I'm too busy to talk to you.

A: Then I'll wait for you here! If you really can't spare the time now, please specify a time, 8 or 9 o'clock. I have time.

14.？ I don't have time now, let's talk about it in a few days!

We'll talk in a few days, so let's fix a time! Do you think it is tomorrow or the day after tomorrow?

Is it morning or afternoon?

15.？ What if there is no rebate?

A: What do you mean by rebate? How high is its price? We can also set up rebates, so the price will definitely not be so cheap. It can be said that we let the profits out first, so that your capital utilization rate can be greater!

16.？ I need your long-term support.

What kind of people do you need? Whether it's technical or service, but no matter who we send, we can't stay for a long time, so the real support is our training support for your service personnel. Only in this way can we fundamentally improve our comprehensive strength! Whenever and wherever customers ask questions, this is our greatest support for you!

17.？ I heard that your service is not good?

A: Huh? who did you hear that from？ I have never heard of it. Now that you have heard about our quality, please tell us. This is also a valuable experience for us to learn. If there is anything worthy of improvement, boss X is welcome to point out the criticism.

18.？ I heard that your quality is not good?

A: Huh? who did you hear that from？ I have never heard of it. Now that you have heard about our quality, please tell us. This is also a valuable experience for us to learn.

19.？ Can you lower your price?

Do you want to buy a low price or a high profit? It can be said that our price is absolutely the lowest, lower than ours. There are only two possibilities: one is not at the same level as us, and the other is that the quality is not guaranteed. It is not easy to achieve our cost performance. We have strength, but we don't have this kind of consciousness in time, so we won't mention the weaker ones. There is a saying: money is not saved, but earned. Boss X, do you think we should talk more about sales strategy?

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