They may come straight to the point or ask about their favorite clothes, or they may be semi-certain guests who want to buy a skirt, but they are not sure what kind of skirt they want to buy. The second kind of guests, wandering guests: There are too many wandering guests in the shopping mall now. Some of them just pass the time, and some are in a bad mood to have fun in a dazzling array of shopping malls. A loitering guest doesn't necessarily mean that she won't shop. When she meets her favorite and happy goods, she will not hesitate to start. At present, most of the customers in shopping malls are loitering guests, and there will be more and more. According to the survey, 70% of customers are loitering guests. The reception of wandering guests and destination guests cannot be exactly the same. Wandering guests need space and time to enjoy our elaborate display and goods after entering the store. According to the above discussion, will the guests go up to receive them as soon as they enter the store? No, especially now, most of the people who enter the store are wandering guests. The most taboo to receive them is to receive them immediately. 80% of the time, the answer you get is: I'm just looking. Obviously, such reception service is problematic.
When the loitering guests enter the store, my correct service action enters the second type of six-pulse Excalibur: looking for a machine is to keep a distance from those loitering guests after you welcome them in twos and threes, observe the guests' movements from the corner of your eye, and give them appropriate space and time to enjoy our products and displays. Then enter the reception and introduction work. When to find: a, touch pants; He is interested in some aspects of this pair of trousers. B. Touch things, find labels, look at price tags, etc. (generate interest and look for detailed information) C. The guest has been looking at the same product or the same type of product; (He needs this) D. Raise your face after reading the goods; (You may need the help of a shopping guide) E. When the guest indicates that he is looking for something; If you have specific needs, you can ask what help you need. ) f, the guest suddenly stopped when his eyes lit up while wandering; (I like it very much) g, look at each other and help; H, the time you think is suitable; (Your experience is the basis of your judgment) If you still feel unclear about finding a machine, let's look at a case.
Case: Fishing We often hear in the training class: You can imagine the fishing scene. The beautiful display and various designs in the clothing store are delicious bait. Those guests are swimming fish, and they will get together when they smell the bait. Anyone who is good at fishing by watching, touching, asking and trying on it knows that it is necessary to seize the opportunity to catch those hooked fish: the hooked fish has not been caught early. If you catch the hook late, the fish will have run away. This is looking for a machine. The children on standby serve the training of a brand shopping guide. Before the training, they visited the site and found that the shopping guide was not very active and positive in the process of receiving and serving customers. At this time, the shopping guide replied: When we were training before, the training teacher told us to stand by and watch, so don't receive customers immediately after welcoming guests. We are always on standby! I almost fainted after listening to it. Indeed, some teachers in the training field will ask the shopping guides who stand by when explaining sales. After studying the terminal and discussing with the sales staff, I feel that doing nothing will bring misunderstanding to many shopping guides, and waiting at the service sales terminal is a negative behavior.
So I changed this action to looking for a machine. Looking for machines has become the second unique secret of Six Vein Excalibur. Common actions of shopping guide mistakes: As soon as the following guests enter the store, the shopping guide will follow. This is our latest skirt. This one is on sale. What is it? The guest didn't respond and turned around. When they walked out of the clothing store, the shopping guide followed them in and said, please walk slowly! Searchlight-style guests walked into the store, and the shopping guide, like a thief, kept a close eye on the guests' every move and circled around them. Finally, the guest walked out of the store door and immediately said, please walk slowly! Obviously, these service actions are wrong. For those loitering guests, the correct action after welcoming guests is to look for opportunities.
Chapter 2: Experience in Clothing Sales Nowadays, the competition in clothing sales, especially women's wear, is very fierce. No matter what grade of clothing you have, this industry feels that the entry threshold is low, but it will soon close down. I have noticed these words written by some experience in making clothes. People have no me, people have my advantages, people change me, and people change me quickly and simply. Sixteen words fully summarize the sales strategy and method of one clothing, three goods and seven.
This sentence is not difficult to understand, that is to say, to do what your competitors don't have, in this link, test the ability of store operators to get goods and predict clothing fashion trends. This needs to be combined with the geographical location, environment and consumption level of your store. Your eye for goods determines your competition with your competitors. You sell goods that others don't have and are suitable for your main consumer groups. So you don't have to rob me.
The understanding of this sentence is that in the process of clothing sales, when you have the same money and the same goods as your competitors, you need to take the initiative in business strategy and not change from passive to active. The price war is a lose-lose situation. In the actual business process, clothes collision and price war are common. At this time, when we sell clothes, we must take me as the center, and clothes are the same. However, different sellers can change your passive situation. Try to create an optimized environment in the sales environment and atmosphere, and solve and deal with it from the aspects of your service, after-sales, communication and sales environment, so that customers can remember your store, sell sincerely and communicate attentively, so that customers can feel the truth of your store and feel comfortable when buying it, which will have a good effect on your store and be invincible in the competition. This is well done. Sometimes I think other people's clothes are cheap, but customers still buy them with their heart and help your business with their heart.
People are superior, I change. Similarly, while you are selling in a good atmosphere, maybe your competitors are also trying to change and optimize. At this time, you must work hard to change the word. There are many ways to change the word, such as readjusting your own clothing style and style, sales strategy and so on.
People change rapidly, which shows that the problems we face in clothing management, including your clothes, should be decisive and fast, and we should grasp this principle in the circulation and sales of goods, especially women's clothes. The clothes in the shop should be sold quickly and changed quickly, so as to win the admission rate of customers.
As a clothing salesman, first of all, I always remember that treating every customer as my relatives will make customers feel intimate with us and bring us closer to them. Then I enthusiastically introduced each of our products to our customers. My feeling is that I am not selling products to customers, but choosing every product that suits my relatives.
Second, insist on studying every day and follow the principle of never too old to learn. By studying, I can gradually enhance my self-confidence. This year, I won the first place in sales.
But it is still far from my goal, and I strive to exceed the goal set by the company. Everyone consciously joined the big group of the company. While working hard, we should have some experience, especially a good example of success, which will be of great help to our performance. The following is a summary of my sales work:
First, we should receive customers attentively and never give up until the last moment. Even if customers try a lot, we should be patient. We will encourage them as long as they want to try.
Second, when a customer wants us to be a consultant, we should be his friends and help him choose the right goods, not what he wants. In this way, customers will put on comfortable clothes and bring their relatives and friends.
Third, look customers in the eyes, help them choose, recommend them at the right time, and encourage customers to try on clothes. Our success rate will double.
Fourth, look at age, figure and skin color to help customers choose and try on pants.
I didn't do well in this respect this year, and it was really hard to be perfunctory. From now on, I need to be more careful. As the saying goes, everything requires proof.
For new customers, we must act in full accordance with the contract specifications. Get the trust and support of new customers as soon as possible.
Insist on learning product knowledge and improve your business level. Things have been changing. I need to constantly add new knowledge to enrich myself. Insist on going out for a walk, keep frequent and effective communication with customers, and truly understand what products customers need.
The above is a summary of my clothing sales work this year. Please give me your comments and criticisms on the shortcomings.
Chapter Four: Experience of Clothing Sales Time flies, and it's another year in a blink of an eye. Looking back on the year of 20XX, I can say with a little peace of mind that this year was not a year that gained a lot and made me feel more practical. In March of 20XX, I was lucky enough to join the big family of sunwin, who was in charge of the documentary of Matalan. Although I am not a college graduate, I am still full of curiosity and anxiety, and I started my life this year with a heart of learning and progress.
Looking back on the ups and downs of the past year today, I feel nervous, emotional and more joyful. If I sum up the harvest and progress of this year, it will be a breakthrough. The first level, bulk cargo clearance. As an ordinary merchandiser, the first and most important task is to follow the factory and ensure the delivery of large goods. I still remember that on April 8, 20XX, the guests placed a large number of orders, including hundreds. Because they are new here, they don't know many things. The number of orders received at one time is several times that of the previous year (Mataran's orders are very broken, and the number of each order is relatively small, resulting in more than 1000 orders every year). If a novice has not experienced so many orders and has not felt panic, it is deceptive. At that time, I was also under great pressure, and the handover with the old employees was completed in a very short time. I only know a lot of things, many stories I don't know, and even some processes are not very familiar with. The arduous task of how to spend the peak period of big goods safely at once was placed in front of everyone in our team, and I began to explore the road with a fearful heart.
Thank you very much for the guidance of general managers maggie, bobby and karen, and the arrival of direct leader frank, which relieved the pressure. I followed bobby to the factory to learn the communication with the factory and karen to learn the communication with the guests, and my heart gradually became solid. I once told my old classmates that every day is like a war. I have to go through many customs and I can't get through every time I watch it. I had an argument with the factory about the delivery schedule, and even I was indignant because I couldn't find the person in charge of its testing. Because I moved the goods in the warehouse, I learned one thing: no matter what the problem is, I must learn to trace it to the source, and no matter what the problem is, I must keep an eye on it. After passing the big goods pass, I have a deeper understanding of one sentence: if there is nothing to do, I must be vigilant to avoid unexpected changes; When something happens, calm down as if nothing is wrong, so as to resolve the crisis in the bureau.
The second level: the ability to deal with the crisis. If you just take orders, arrange them for the factory, and then ship them, there will be no story of foreign trade every day. A qa inspector will go to the factory for inspection and will be put into storage next Monday. As a result, the factory said that the hanger was not ordered. When the hanger fell from another factory, qa found that the sticker was lost by the factory. The factory ordered it from a small auxiliary material factory outside, but it didn't (Matalan appointed an auxiliary material supplier in Hong Kong). After the discovery, we ordered for the factory as soon as possible, shortening the communication with Hong Kong from 15 days to 5 days. This made me realize that in the process of communicating with the factory, I should communicate with them in advance by email, telephone, etc. And I don't trust the factory too much, let alone delay it, so as to avoid some unnecessary things. The third level is the ability to grasp the problem macroscopically. Finally, after nearly a year's study and summary, I think we should first grasp things from a macro perspective, from development to receiving orders, checking with the factory, sending for measurement, submitting pre-production samples, details, booking space and so on. These steps should be well thought out, and there is an overall framework in mind, so we must do every point well. Finally, I hope to meet new challenges with a brand-new look in the new year, and I also hope to work together with my colleague Qi Xin to do a better job.
Chapter V: Experience in Clothing Sales Looking back on the past year, all the staff and I have made great efforts in our own work. The clothing industry faces the problems of personnel recruitment and brain drain every year. Under the arrangement of the chairman, I actively cooperated with the general office and the production workshop to recruit personnel, stabilize the employees' mood, and also assisted the general office to solve labor disputes and solve problems for the company leaders. Although a lot of work has been done in the first half of the year, some people are still losing their jobs. Due to staff turnover, the sewing workshop is short of technical consultants. I took the initiative to undertake this work and actively cooperated with the sewing workshop for technical counseling and product inspection and warehousing.
In May of XX, under the leadership of Mr. Wang, the company made a lot of preparations, sorted out the materials and carefully formulated various systems and technological processes of the enterprise in order to meet the work of "On-site Verification of Quality and Reputation of Industrial Enterprises in Jiangsu Province". Such as "production process sheet", "product inspection report" and so on, we finally got a model credit enterprise with excellent clothing sales performance in XX165438+1October 3. Then, a lot of work has been done in applying for the "Jiangsu Province Measurement Conformity Confirmation System", and at the same time, we have taken this opportunity to improve some stubborn problems that have existed in the company for many years. In the past, the auxiliary materials warehouse only kept a running account for a long time, and did not establish a ledger to store and collect noodles and auxiliary materials. There is no formal handover procedure for sampling from the technical room to the cutting workshop, and disputes often arise because of the lack of samples. There is a serious problem. There is no ledger for the cutting workshop to send and receive the cutting pieces to the sewing workshop, all the documents are filled in and altered, and the full name is not signed. All these have been improved in this work. XX year 1 6 passed the expert audit successfully. June165438+1October1/day ushered in the iso900 1:XX quality system certification upgrade. After two days of intense work, it passed smoothly. The enterprise has been promoted to a higher level. Although these achievements have been made, I know that the problems existing in our enterprise are far from these and need to be further improved and perfected in the future work.
Our company has been mainly engaged in national dress cheongsam, formal dress, middle-aged and elderly women's dress and cotton-padded jacket. In August this year, under the guidance of President Yang Sixiang, I actively cooperated with the development of middle-aged and old down jacket. From the plate-making and proofing of down jackets, technical guidance, process guidance to the machinery for production and configuration, I have invested a lot of energy, including the self-procurement of down jackets, zippers, buckles and other accessories, asking more questions and comparing more, and striving to enter the accessories at the best quality and most favorable price. Check the quality of different grades of raw and auxiliary materials. Successfully developed down jacket and achieved gratifying results.
This is the end of a year's work. I did my best in my work in XX years, and there were no major mistakes. Although I have made some achievements in my work in XX years, there are still many shortcomings. Without innovative ideas, personal works are not perfect. In my future work, I will try to find my own shortcomings so as to overcome them in my future work. At the same time, we should seek more experience, grasp the importance of products, improve our working ability, strengthen our sense of responsibility, do all the work in time, constantly sum up and improve ourselves, constantly improve our own quality, adapt to the development of enterprises and the progress of the company, and do all the work better with employees.
Chapter VI: Experience in Clothing Sales In clothing sales skills, getting close to customers is an important step in store sales, and mastering how to sell clothing is also a very skillful job. Doing well in this respect not only shortens the psychological distance with customers, but also helps to clinch a deal as soon as possible; On the contrary, consumers are scared away before they speak. Regarding some clothing sales skills, I specially interviewed famous clothing stores.
In clothing sales skills, getting close to customers is an important step in store sales, and mastering how to sell clothing is also a very skilled job. Doing well in this respect not only shortens the psychological distance with customers, but also helps to clinch a deal as soon as possible; On the contrary, consumers are scared away before they speak. Regarding some clothing sales skills, I specially interviewed Dr. Liu, a well-known clothing store shopping guide training expert. Let's briefly summarize it.
Below I want to share with you some basic skills of getting close to customers:
The three-meter principle means that customers can say hello, smile and make eye contact when they are still three meters away from themselves. If we don't pay attention to this point and ignore customers, we will lose three businesses every day, which will reach more than 320,000 on average in 300 yuan. So I hope all the shopping guides present here can take the initiative to greet customers.
Now it is found that many shopping guides prefer to use "please look around" instead of "welcome". I don't know, this welcome message just instills a subconscious in customers. For example, the effect of the subconscious mind on people's psychology: wake up in the morning and say to yourself, I am in a good mood today and I am a happy person, then you may be happy all day. This just reflects the function of human subconscious. So, if you are used to telling customers, please take a look and correct your statement immediately.
I think everyone must have had this experience. Sometimes when we shop in specialty stores or shopping malls, we will encounter some over-enthusiastic shopping guides. They will meet you from a distance. When you walk into her counter, he will follow us, never leaving, and start introducing their clothes endlessly. As customers, they like to have a relaxed and free shopping environment for them to watch and choose. Indiscriminate introduction will make them feel invisible pressure and run away early. So you must not be too enthusiastic.
The best time to get close to customers
We should let customers choose their products freely, which doesn't mean ignoring customers, whether they ask for it or not. The key is that you need to keep a proper distance from the customer, follow the customer with your eyes and observe the customer. Once you find an opportunity, attack immediately. So the best time:
1. When the customer looks at the product (indicating interest)
2. When the customer stops suddenly (it means seeing her for the first time)
3. When the customer carefully looks at a certain commodity (indicating that there is demand and he wants to buy it)
4. When the customer looks for washing water signs, labels and prices (expressing interest and wanting to know the brand, price and product composition).
When the customer looks around at the goods (indicating that he wants to seek the help of the shopping guide)
6. When the customer asks questions voluntarily (indicating that the customer needs help or introduction)
The principle is grasped, and the time is right. The next step is how to approach customers and facilitate transactions.
First, the problem teaching method
Hello, what can I do for you?
This dress suits you very well!
What size do you wear?
You have a good eye. This is our latest product.
Secondly, the approach method is introduced.
When you see that customers are interested in a product, introduce it.
Product description: FAB rules, never say FBI rules.
1. Features (brand, style, fabric, color)
Advantages of 2.2. ADVANTANGE (generous, solemn and fashionable)
3. Beneficial effects (comfort, sweat absorption and coolness)
Interactive session: introduce the clothes you wear; Introduce your mobile phone and so on. (using FAB rules)
Note: When using this method, don't ask the customer for advice. If the answer is unnecessary or troublesome, it will cause an embarrassing situation.
Third, praise the approach method.
That is, praise the appearance and temperament of customers in a praise way and get close to customers.
Your bag is special. Where did you buy it?
You are really energetic today.
Children, they are so cute! (Customers with children)
As the saying goes, a good word warms spring; Good words will always be heard.
Generally speaking, if you give proper compliments, customers will be friendly and willing to communicate with you.
Fourthly, demonstration approximation method.
Use the product demonstration to show the efficacy of the product, combined with certain language introduction, to help customers understand the product and know the product. The best demonstration is to let customers try it on. According to statistics, 68% of customers will make a deal after trying it on.