Skills of selling furniture and sofas 1 An excellent furniture promoter (or salesman) is not only selling products, but also selling the benefits, trust and care of products to customers. Therefore, if you want to be an excellent furniture promoter, you must take the customer as the center, build trust with customers quickly, find the customer's demand points, introduce products with effective skills, and then facilitate the conclusion of the transaction. In addition, when furniture promoters communicate with customers, the proportion of their communication time is as follows: building trust-40%; Find the demand-30%; Introduce products-20%; Facilitate the transaction-10%.
1. Furniture sales skills to establish emotional marketing atmosphere
The core strategy of building trust is to establish an emotional marketing atmosphere. The most beautiful voice in the world is a caring voice, and the most respected service concept in the furniture industry is a kind and natural smile, thoughtful service and all-time care. Emotional communication and caring voice are the most effective ways to build trust and impress customers. Smile, praise and appreciation are common ways to build trust and infect customers with a good mood. Everything is beautiful because you are in a good mood. Understand the needs of customers with a caring voice, and make use of the power of customer witness (including customer purchase information, newspaper comments, award certificates, inspection reports, picture books, etc.). ) to convince customers.
Opening remarks on establishing emotional marketing atmosphere:
"hello! Welcome to xx Furniture Store, glad to serve you! " The shopping guide asked, "Excuse me, what should I call you?" The customer replied, "Just call me Mr. Wu". The shopping guide introduced himself: "Hello, Mr. Wu, I am the shopping guide of our store. My name is XX. I am responsible for your shopping guide service in the mall, and I will always serve you. "
Decryption: repeat the brand and trade name many times, and call him by the name introduced by the customer, resulting in intimacy. The shopping guide introduces himself, lets customers know you, and creates an emotional atmosphere with customers. This is an opening statement full of worries.
2. Find the furniture sales skills that customers need.
Find and tap the customer's demand points. Why do customers buy our products? Or to solve the problem, or to be happy! The easiest way to understand the customer's needs is to put yourself in the other's shoes, and the rest of the sales process just gives the customer a reason to buy.
The formula of humanized marketing: approval+praise+transfer+rhetorical question. Identification means sympathy, understanding and tolerance. Identification does not mean complete identification. The identification type is: "That's good!" ""What you said is very reasonable! " "That's a good question!" "I can understand what you mean! "and so on;
The highest state of praise is the principle of harmony. The highest temperature reached by the principle of harmony should be: the listener is very useful, and the people next to him are not disgusted; Transfer is to quietly push the meaning to be expressed. The five commonly used types of transfer are: break down the topic: do you mean … or …; Stealing the concept: this shows that ... only ...; For example: actually ... actually ... for example ...; Homeopathic reasoning: So ...; Absurd guidance: if ... of course ...;
When we talk face to face with customers, there are more beauty in using question marks at the end. Common rhetorical questions are: "What do you think?" "What if ...? ""Do you know why? " Wait a minute.
The most effective ways to understand customer needs and recommend products are as follows:
(1). Have you heard of our brand before?
(2) Do you pay attention to brand, quality, price and style when choosing furniture?
I know it is not easy to buy furniture. You can compare it carefully and I'll give you some advice!
Do you know how to distinguish superior products from inferior products?
(5) This brand of sofa is made of good material and has the largest sales in the near future.
(6) I know the most important problem in your product selection, so I solemnly recommend several products that meet your requirements.
3. Furniture product introduction skills
We must establish the concept of "we are not selling products, but the benefits that products bring to customers" and ask ourselves repeatedly: What kind of needs can products meet customers? What benefits can it bring to customers?
Shopping guides can be divided into four levels:
(1) Low-level shopping guides talk about product features and hope customers will buy them;
(2) The middle-level shopping guide talks about the advantages of products and lets customers know;
(3) Senior shopping guides talk about the benefits of products and make customers tempted;
(4) The value of the products sold by top shopping guides proves that the products can meet the needs of customers.
The most effective way is to shape and enhance the perceptual value of furniture, and adopt the method of "beautiful creativity" to let furniture enter the hearts of customers. In the process of sales, the furniture guide should skillfully guide customers, let them expand their imagination, experience the aesthetics and art of home, feel the lifestyle and comfort he wants, thus forming a beautiful idea and introducing "family space atmosphere" with furniture. Excellent shopping guides often use this method to make customers full of infinite expectations for future home life, and let customers feel the psychological experience of "choosing tasteful furniture is to design your future home".
The secret of introducing products is to highlight benefits and product quality advantages. An excellent shopping guide will memorize the core points of the product information provided by the manufacturer when each new product goes on the market, so that it will be convincing when introducing the product. Most ordinary shopping guides never recite the original work, but only describe it, which will lose the beauty and characteristics of the product and cannot form a "beautiful idea" product experience. The following is a text introduction case of a certain brand sofa:
(1) In addition to fashionable metal fittings, this product takes wooden feet, wooden frames and other original materials as the main image and powerful foil, revealing noble and elegant aristocratic temperament and profound neoclassical connotation in tranquility. Moderate cross-shaped cushion not only increases the elasticity and beauty of the sofa, but also is not easy to take care of. Coupled with the calm style of the atmosphere, it reflects the elegance of retro and the leisure and comfort of modern life.
(2) The sofa seat is deep and comfortable, and the armrest is straight and square. Carefully configured circular handrails add a bit of lively flavor to the whole sofa, so that tradition is no longer monotonous. The wooden frame can also take the living room as the theme and be transformed into walnut, cherry and other colors.
(3) ZY- 1302 can show its unique charm in both resplendent painted beams and gentle buildings.
Decryption: Only by reciting a large number of classic original texts and telling customers, plus some descriptions, can you become an expert in product introduction. Just like an ancient poem, if you can't tell the original text, you can only describe it, then the connotation and aesthetic feeling of the product will disappear! Remember, reading the lines of excellent furniture shopping guides every day will soon make perfect, and your skill is extraordinary!
4. Skills of selling furniture
The key to promoting sales is to close the transaction quickly and collect the deposit. When the time is ripe, excellent shopping guides will make a decisive decision, make a decisive decision, avoid hesitation and let customers run away. Pay attention to the following three points:
(1) Create an emotional space for customers to participate in decision-making and purchase;
(2) Don't create new problems actively;
(3) Try to facilitate many times and reach a deal quickly.
5. Furniture sales skills to retain customers
The chances of leaving customers to turn back are too small, and excellent shopping guides will generally try again, looking for opportunities for customers to turn back and keeping the words commonly used by customers:
(1) Do you have any comments or suggestions on my service?
(2) Would you please talk about the decoration and service of our store and give us some suggestions?
(3) Is there anything we haven't done well enough? Can you give us some valuable suggestions?
(4) Can you leave your contact information? If these products you are concerned about have preferential activities, I will inform you as soon as possible.
(5) You can listen to this product selection skill. Even if you don't buy it now, it will be good for you to buy similar products in the future.
(6) it doesn't matter. You must choose carefully. This is my business card. I'll be happy to answer any questions you have.
If the customer does not buy, leave the customer's contact information:
(1) Hello, here is the product information and my business card. By the way, we also prepared small gifts for all customers who came to the store. Can you register for me? In addition, if you like, we will send you some new products or promotional information through SMS regularly.
(2) You believe that I am a professional. Don't worry, I will provide you with free consultation whether you buy it or not. Can you leave your contact information? If we have any preferential activities, I will give priority to you.
I applied to the company for a special price for these products you like. Please leave your contact information, and I will inform you then.
This is my business card. Can I leave your phone number? We can help you measure and demonstrate for free.
Decryption: Sales is a process. Getting the customer's contact information means that the customer is willing to include you in his choice plan, which increases the possibility of successful sales. Stores are the most important units to collect customer information, so it is necessary to strengthen the collection of store information.
6. Skills of finding business opportunities in furniture sales
Customer recommendation contains unlimited business opportunities. After the products are sold, excellent shopping guides should not forget to ask old customers to recommend new customers. The so-called customer chain is that the old customers continue to extend and form our new customers. Customer recommendation standard lines: Thank you for your trust in our company and myself. A successful person and celebrity like you, (or) a successful entrepreneur like you, you must have many friends around you, or (or) a popular person like you must have many friends. I wonder if any friends around you also need our products? If yes, please make a recommendation for me, which will help me to further explore the market and serve more customers. Don't worry, I will provide him with the same quality service. Don't worry, if he doesn't want to buy it, I won't force you. what do you think?
Decryption: excellent shopping guides often use customer recommendations to get many new customers, which is the secret of their double performance. Because of serving a customer well, customers may recommend at least five new customers.
7. Furniture sales skills to improve customer churn rate
Use sales records to close a deal. When introducing products to customers, shopping guides should record all products that customers are interested in on the sales list, including models, styles, colors, prices, etc. Write as much as possible. Then find a quiet place to communicate with customers while drinking tea, so that customers can cross out unnecessary products and naturally leave products with great intentions. This can quickly determine the customer's intention and improve the transaction rate.
Tips for selling furniture and sofas 2 1: First, pay attention to your appearance and manners.
Dress and etiquette are very important for a durable goods salesman, which determines what kind of first impression you will leave on customers. The quality of the first impression is related to whether we can successfully establish a relationship of mutual trust with our customers. "Trust" is an important factor influencing customers to buy products. If customers trust you, then details will not hinder your sales. But if the customer doesn't trust you, the follow-up sales work will be difficult or impossible.
Two: How to greet customers.
What I want to emphasize here is that it is enough to be polite to the customers who come to the store for the first time, and there is no need to be overly enthusiastic. At this time, it is very important to keep a proper sense of distance between the two, and strive to create a comfortable and relaxed environment for customers. The standard coping and speaking skills are: get up, take two steps with brisk steps (to show welcome to customers), nod, smile and say hello at the first moment when you look at customers! Shop Xx, please have a look first ",and leave the main way forward for customers.
Three: How to follow up with customers.
After the customer enters the door, the shopping guide should follow the customer to choose the sofa. The main purpose of customer follow-up is to understand customers, observe customers, analyze customers, actively seek opportunities to communicate with customers, and stimulate customers' desire to buy. How to follow up with customers? Generally, it is about 2 meters away from the customer, but it varies from person to person and depends on the situation. When customers feel uncomfortable, they should naturally distance themselves or even pause. Generally stand on the customer's side, and the corner of the customer's eye will not touch your place. Don't follow the customer directly. When following up with customers, we should always observe their eyes and steps and judge and analyze their behavior.
Four: Countermeasures for different types of customers
1, type I customers: customers who know the information collected in the previous period. Its main purpose is to visit more houses and learn more, and the stay will not be too long. Or customers find that the style of the sofa is too different from their own preferences and styles, but they have already come in, so they take a quick look and go out again.
Because customers stay for a short time, there should not be too much information when selling products to customers. To master some key information, such as product characteristics, product design concept, brand concept, customer number, etc. Let customers leave a general impression on the product. Correct words: "We have been operating in the local area for 8 years and sold more than 5,000 sets of various sofas"; "The design concept of XX products is to emphasize environmental protection and comfort"; "The biggest feature of XX products is highly customized, completely customized according to your needs" and so on. When the customer leaves, he must deliver a document to the customer and leave his business card and contact information. Politely escort the customer to the door.
2. The second kind of customers: customers turn left and look right after coming in, and have the intention to buy, but they are not very strong. Facing this kind of customers is the moment to show the level and ability of shopping guides, and turning hesitant customers into actual customers is the most successful sales. The main manifestations of this kind of customers are: obviously slowing down in front of a sofa, paying more attention, actively touching forward, turning over the sofa, looking for the price tag, but not talking or taking more active actions. For the second kind of customers, it is mainly to induce and stimulate customers' desire to buy. Don't give up every customer easily, you can keep following up, create exchange opportunities and find sales opportunities. Here are some specific methods mentioned in sales skills training:
Speech technique 1: start with the products with lower prices that customers can accept or products that they are interested in, so that customers can accept them more. For example, "How about this, sir? We have a product with high cost performance, which sells well. I can recommend it to you first. "
Word 2: If customers are very interested in words such as novelty, novelty, specialty, activity, special price, special price, etc., you can use this psychology to stimulate customers, such as: "Sir, you are so lucky, we are now engaged in full-court preferential activities." "Madam, in fact, I think our baroque sofa must be very suitable for you for a person with taste like you."
Word 3: grasp the customer's psychology and say that the guidance effect will be better. For example, customers are worried about the environmental protection of sofas, such as "Aunt, do you have children at home?" I suggest you pay attention to this sofa, because it is made of materials that meet European environmental standards, which is very conducive to the healthy growth of children. "
Speech 4: Guide customers to experience themselves and consciously guide customers to see, touch, smell, knock, step on, weigh in hand and lie down.
3. The third type of customers: target customers.
The third kind of customers are customers with strong purpose. The shopping guides of such customers should be as enthusiastic as possible and provide warm and thoughtful service introductions. Because this kind of customers have a very high probability of becoming customers, they are generally received by experienced shopping guides or sales staff trained by sofa shopping guides. The third category of customers has the following characteristics:
1. There is a happy expression after entering the store. If anything happens, I will say "I have heard of this brand" and "I have seen your advertisement".
2. Ask a certain product directly, pay more attention to details, and have no interest in other products.
3. Take the initiative to ask the description of the product and ask the relevant information of the product.
4. Pay close attention to and inquire about after-sales service, delivery time and installation in detail.
5. Come with the interior decorator. And measure the direction, position and size of the sofa.
6. Talk with the shopping guide about the product price and bargain.
Tips for selling furniture and sofas Part III 1: Get your horse ready.
Sun Tzu's art of war says, don't fight unprepared battles. As a terminal salesperson, the same is true. Many terminal salespeople who have just made their debut usually have a misunderstanding that sales is to be eloquent, but this is not the case at all.
I like to shop around: first, investigate the market and be aware of it. Now customers always like to misinform about how cheap terminal sales staff are and how much discount they have. If you can't clearly understand these situations, you will be very passive when facing customers. Secondly, you can learn the skills of other terminal salespeople. Only by taking the strengths of each family can we forge an unbeaten golden body!
Two: Pay attention to details
Now there are many books about sales skills, which basically talk about the initiative and enthusiasm of terminal sales staff. But in reality, many terminal salespeople can't understand the essence, thinking that enthusiasm means smiling and taking the initiative.
In fact, this is also wrong. Everything should be measured, and excessive enthusiasm will have a negative impact. Enthusiasm can't be expressed simply by external expression. The key is to do it with heart. The so-called sincerity, the stone is open! Sneak into the night with the wind, moisten things quietly, the real sincerity is to think what customers think, meet their needs with the products of enterprises, and let them get benefits.
Three: Leverage.
Sales is a process of integrating resources, and how to make rational use of various resources can not be underestimated for sales performance. This is equally important as a terminal salesperson standing in the front line of sales.
We often meet swindlers in the street, and generally have a role-commonly known as Tuo, whose important role is to set off the atmosphere. Of course, we can't do anything illegal, but can we get some inspiration from it? When I do promotion, I often use a very effective method, that is, playing with my colleagues. Especially for some customers who are very interested in buying, when we are stuck on price or other issues, I often ask the store manager for help. First, it shows that we really attach great importance to him, and the leaders have come forward. Second, it is more convenient to negotiate. As long as the leader gives him some benefits, customers will generally pay the bill, and the effect is very good! Of course, if the leader is absent, anyone can make a guest appearance on the leader temporarily. The key is to satisfy customers' vanity and bad habits of greed and petty gain.
Four: Take it when you are ready.
What sales are most afraid of is dragging their feet, and they can't make a quick decision. According to my experience, the best time for customers to stay at the sales site is 5-7 minutes! Some terminal salespeople are not good at observing words and feelings. When customers are interested in buying, they can't seize the opportunity to promote sales, and they still introduce products endlessly, which leads to sales failure. So we must keep in mind that the mission of our terminal sales staff is to promote sales! Whether you launch a product or make other efforts, it is ultimately to sell the product. Therefore, as long as we reach the edge of sales, we should immediately adjust our thinking, brake urgently, and try to sign a contract. Once the opportunity is missed, it is more difficult to arouse the customer's desire again, which is also the most common mistake made by novice terminal salesmen.
Five: Give you a ride.
There is a saying in the sales field that the cost of developing a new customer is 27 times that of retaining an old customer! You know, old customers bring more business than you think. Help customers pack their bags carefully, and then say goodbye sincerely. If you are not very busy, you can even take him to the elevator. Sometimes, some trivial actions will make customers very moved!