First, group discussion and sharing: the characteristics of gold medal shopping guide
Second, display the "PPT featuring gold shopping guide", emphasizing the following points:
1. complete
2. Self-confidence (for products, for yourself)
3. Dare to accept the challenge (challenge higher sales performance)
4. Think from the customer's point of view (analyze customer demand, analyze customer shopping psychology, and make sales activities have
Shooting)
Third, the quality model of Shang Chao gold medal shopping guide
The third lecture: the basic concept of store sales
First, what is sales?
1. Ask students to think about its meaning:
2. Demand = the gap between current situation and ideal situation
3. Shangchao products are used to help customers achieve ideal conditions.
Second, the decision-making process of customers
(1) Confirm the problem: The customers' purchasing needs are caused by different problems they want to solve.
It shows that finding the problems behind customers is an important step to tap demand;
(2) Information collection: There are many channels for customers to collect information, such as shopping, advertising, internet and friends.
Introduction of friends and acquaintances, etc. Emphasize two aspects: contacts and introductions of friends and acquaintances. One is to sell technology to stores.
The other is to highlight the importance of establishing interpersonal relationships with customers in sales;
(3) Pre-selection evaluation: There are two main categories of customer evaluation: commodities (price, quality, performance, appearance and products).
Brand, after-sales guarantee, etc. ); On the other hand, it is also evaluating the overall sales service level and integrity of sales staff;
(4) Decision-making: customers can choose whether or where to buy products;
(5) buying goods.
Third, the complete sales steps.
Emphasize two words: "approaching" and "digging".
Lecture 4: Eight Steps to Selling Supermarkets.
1, introducing eight steps as a whole.
2. Decompose and tell
(1) preparatory work
In addition to routine hygiene, sample display and gfd, we should also emphasize "details" preparation and before opening the store to welcome guests.
"Mood" preparation. Please list the "details" in preparation, such as inventory, pens, receipts,
Battery, etc.
(2) Welcome guests at the opening ceremony
In addition to some key points mentioned in the opening welcome PPT, the role of "smile" in the opening welcome is also emphasized.
, echoing the smiles of the first five items in the result sample table of "Shang Chao Terminal Store Survey", smile.
It shows the attitude, self-confidence and brand image of sales staff, and can also be used for customer testing.
(3) Explore customer needs
Demand = gap between current situation and ideal situation
Trilogy of Exploring Needs: Ask-Listen-Summarize
Q: Funnel questions, first ask open questions, let customers talk more, and then transition to closed questions.
Listen: Show the students how to write traditional Chinese characters, "Take the ear as the king, with ten eyes and one heart" to remind them what they are listening to.
Always pay attention to the customer's reaction in the process.
Summary: summarize the customer's words into demand and guide customers to focus on the selling points of recommended products.
(4) Professional product description
Question: Is the product description in technical terms or easy-to-understand language?
When answering questions, you should combine them selectively according to the customer's situation, and of course you should use easy-to-understand language.
Mainly written, but proper use of some terms or professional vocabulary can improve customer interest and strengthen sales.
Professional image in the eyes of customers.
"Draw a picture" in the customer's mind
Take LV bags and sports cars as examples, what is painted in the customer's mind is the feeling after owning the product, such as the customer buying a TV set.
If you like watching blockbusters, but you are more free to watch them at home, describe them at home in the eyes of your customers.
On your own sofa, you can also enjoy the cinema effect of Shang Chao TV.
(5) Improve the customer experience
Experiential sales is a sales trend, taking Apple Store and Shangchao Life Museum as an example.
Let customers experience, let customers like, and then generate a sense of ownership, improve the transaction probability.
In the process of customer experience, it can shorten the distance between sales staff and customers, and achieve the effect of shortening the distance with customers.
Fruit.
Try to advance the customer experience and introduce the selling points and features of the product at the same time.
(6) Handling customer rejection
It is the buyer who suspects the goods.
Learn to retain customers, but realize that retaining customers is not "stalking" customers.
Examples of words show that salespeople should be patient and polite when dealing with customer rejection, and be very
Watch your language.
(7) Handling price objections
Don't discuss the price with customers too early. Before asking about the price, make sure that the customer clearly understands the performance of the product.
Open.
(8) Promote successful transactions
Buying signal who is good at capturing customers.
"When it's time to shoot, shoot", seize the opportunity to push customers to clinch a deal.
"buying and selling is not a person", and the attitude towards customers is the same as buying and not buying.
The fifth lecture: the concept and skills of high-quality customer service
1. Questionnaire of terminal stores in Shang Chao.
2, customer relationship potential value ability test
Help students understand the mentality that quality service should have.
3, the characteristics of quality customer service
4, the definition of quality customer service
5. Handle customer complaints
Because cities in Shang Chao are very different, only a little more than 1/3 salespeople will experience the handling of customer complaints.
Most of them are complaints about products, and here we only need to convey two principles for handling customer complaints.
, and focus on the reminder order.
(1) to calm the mood
(2) Solving problems
Lecture 6: store sales etiquette
1, Frequently Asked Questions on Shop Sales Etiquette
2. Waiting for customer etiquette
Some electrical stores require men to stand with their hands behind their backs. Students should be reminded to abide by the store rules first, but it is best.
Just stand as shown.
3. Etiquette of receiving customers
4. Leading customers
Emphasize respect and concern for customers in etiquette performances.
Step 5 address customers
There is a great difference between the north and the south of China, so you should communicate with customers with familiar and comfortable names.
6. Introduce product etiquette
Pay attention to your gestures and posture, don't point at people and don't pout.
7. Fujian etiquette
8. Make eye contact with customers.
On the one hand, it shows respect for customers, on the other hand, it can always pay attention to customers.
9. Gluten-free diet
The gfd of salespeople is closely related to the products they sell, as well as the corporate image and style.
Reflection.
10, praise skills