I remember when shopping guide training, the instructor focused on how to deal with the contact between shopping guide and customers. If a customer approaches the counter, the salesperson greets the customer first. Everyone knows the basic manners, but sometimes there are some situations, including the following three situations:
The first case is: asking questions actively will cause customers' disgust. If the customer approaches the counter, the salesperson will ask? What do you buy? When the customer heard this question, he not only refused to accept it, but asked the clerk:? You can't watch it if you don't buy it! ? Both sides are embarrassed.
In the second case, due to busy business or other objective conditions, sometimes the salesperson can't take the initiative to ask every customer.
The third situation is that some customers only look at the goods, and the salesperson doesn't ask. In this case, we should find a good time to ask questions.
When customers stop at the counter, when customers touch goods or discuss goods with other customers, when customers come to the counter with money, it is a good opportunity for salespeople to ask customers. Language must be civilized, polite, sincere and cordial, and the first sentence should be properly addressed. What can I do for you, miss and sir? Use language tactfully and become active. If the clerk at the counter is sorting out the goods and doesn't notice the customer coming to the counter, then the customer makes a hullabaloo about to the clerk. Miss, show me this dress. ? The clerk should immediately put down the sorted goods and come over, put down his clothes and ask: It is euphemistic to wear it for you or others. Only by changing from passive answer to active question can we lay the foundation for the smooth progress of the whole service process. Be flexible. Can't the salesperson stare at the customer when asking questions? Miss, what can I do for you? What do you want, sir? Don't let go.
At the same time, we should also do this: ask questions according to the situation.
First of all, according to the age, gender, occupation and other characteristics of customers, flexibly decide the content of questions. Taking the initiative to ask questions can dispel customers' doubts, and at the same time, it can quickly understand customers' purposes and provide a basis for the next service.
Then: Our answer: When a customer chooses a product and thinks the price is too high, the salesperson has two ways to answer this question: one is? Although the price of this commodity is a little high, the quality is good? And the other one? Although the quality of this commodity is good, the price is a bit high. ? Although these two sentences are just reversed, they give people a completely different impression.
Before and after the two statements will make customers feel that this product is of good quality, even if it is expensive, it is worth buying. Answer customers' questions according to their expressions. This means that the clerk answers the customer's questions while observing the customer's reaction, so as to understand the customer's attitude towards the goods and determine his own answer. If the customer asks the clerk, what color do I wear? What kind of fingers does the salesperson say to the customer? I think this color is beautiful, don't you? If the customer says: not bad. It's really good, isn't it? , sales staff can continue to introduce. If the salesperson shows the simple pattern to the customer, the customer will frown and say nothing after seeing it. Salespeople should understand that customers are not satisfied with this and should show it to customers in bright colors, otherwise it will definitely affect customers' buying mood.
Finally, to say a polite farewell to customers who are about to leave the counter is not only a simple polite expression, but also has rich internal meaning. A caring farewell. This farewell is used for special customers and careless customers. For example, elderly customers are slow in words and deeds and have poor memory. When salespeople say goodbye, they should say it in friendly and caring language. Grandpa, please take it and walk slowly on the road! ? This farewell speech meets the psychological requirements of elderly customers from the use of words and intonation.
When a careless customer leaves after shopping, the salesman should say:? Miss, please keep your money and your things. Goodbye! ? In this way, customers will feel that the reminder of the sales staff is too timely, thus generating gratitude!
There are many skills in language and art, and shopping guides should be used according to different situations. This is not only a sign of courtesy, but more importantly, it brings pleasure to customers after the transaction, laying a foundation for future services, thus establishing a good social image for the company's brand.
How do salespeople improve their sales language ability?
Salespeople should pay attention to language art if they want to make product introduction attractive and stimulate customers' interest and desire to buy. Show your language charm to customers. Please note the following points:
1. Introduce in a language that customers can understand.
Easy-to-understand language is most easily accepted by the public. Therefore, you should use more popular sentences in language use to make your customers understand. Salespeople's introduction to products and trading conditions must be simple and clear, and the expression must be straightforward. If the expression is unclear and the language is incomprehensible, communication barriers may occur and the transaction may be affected. In addition, salespeople should also use the unique language and conversation style of each customer.
My company has just moved to a new office area and needs to install a mailbox that can reflect our company's characteristics, so I consulted a company. The young man who answered the phone listened to our request and insisted that we wanted the CSI mailbox of their company. This CSI confused me. I asked the salesperson if this CSI was made of metal or plastic. Is it round or square?
The shop assistant was stumped by my question. He said to me:? If you want to use metal, use FDX. Each FDX can be equipped with two ncos. ? The letters CSI, FDX and NCO confused me, so I had to say to him helplessly: Bye-bye, contact you again when I have a chance! ?
We want to buy office equipment, not letters. If the young man speaks English, French or Japanese, I may be able to hear something, but these codes confuse me, and I'm embarrassed to admit that I don't understand them at all. Forget it, save yourself some face and I'll buy it at another house! Therefore, the first thing a salesperson should do is to introduce his products in a language that customers can understand.
2. Introduce by telling stories
Everyone likes to listen to stories, so if you tell stories to introduce your products, you can get good results. Once, when I was investigating in a shopping mall, I came to the counter of Haier refrigerator. I pretended to be a customer and said to Haier's sales staff. Is your quality guaranteed? The salesman didn't say that much, but told me the story of Haier President Zhang Ruimin smashing the refrigerator when he took office. A story made me immediately pay tribute to the quality of Haier's refrigerator.
Any commodity has its own interesting topics: its invention, production process, the benefits that products bring to customers and so on. Salespeople can choose lively and interesting parts and string them into exciting and moving stories as an effective sales method. So Paul, the sales guru? Meyer said: In this way, you can cater to customers, attract customers' attention, make customers have confidence and interest, and then achieve the purpose of sales without difficulty. ?
3. Impress customers with vivid descriptions.
When I am doing training, I always say this sentence to the students: Speaking must touch the heart of the customer, not the head of the customer. ? Why do you say that? Because the customer's wallet is closest to his heart and touches his heart, it touches his wallet!
The most effective way to impress customers is to describe them vividly. For example, once I went shopping with my wife, the lady who bought clothes said something to my wife, asking her to take out her wallet without hesitation, but I couldn't pull it. What did the salesman say to my wife that was so magical? Very simple, the sentence is:? Can wearing this dress make you beautiful? . ? Complete your beauty? My wife is tempted at a word. This female shopkeeper is really good at talking and doing business. In the customer's mind, it is not that the customer is managing her business, but that she is perfecting the beauty of the customer. Although this is also a compliment, it sounds completely different.
4. Explain in humorous language.
Everyone likes to deal with humorous people instead of staying with a dead person, so a humorous salesperson is more easily recognized by everyone. There are always two insurance salesmen in my neighborhood. They belong to two different companies. Once, when I was consulting. I am skeptical about the efficiency of insurance companies. At this time, the salesman of Company A said that nine times out of ten, his insurance company delivered the check to the policyholder on the day of the accident. And the salesman of company B said to me:? That's nothing! One of my clients accidentally fell downstairs, and I handed him the check for payment before he landed. ? Finally, which insurance company should I choose?
Humor can be said to be the golden key to successful sales. It has strong appeal and attraction, which can quickly open the door to customers' hearts, make customers have a good impression on you and goods or services after smiling, thus inducing the purchase motivation and facilitating the rapid conclusion of the transaction. So the attraction of a person with language charm to customers is simply unimaginable. An excellent salesperson is someone who knows how to integrate language art into commodity sales. It can be said that a successful salesperson should cultivate his own language charm. With the charm of language, there is a possibility of success.
Ten Taboos for Salespeople to Talk with Customers
1. Avoid arguments
When communicating with customers, marketers should never forget their occupation and your position. You know, arguing with customers can't solve any problems, it will only arouse customers' disgust. If you have a heated argument with your customers on purpose, even if you have the upper hand and win, you will be very happy, even if you refute your customers until they are speechless, torn to pieces, blushing and ashamed, but what do you get? It is the loss of customers and business.
Avoid asking questions
When communicating with customers, marketers should understand and respect customers' ideas and opinions, and never talk to customers by asking questions. Talking to customers in a questioning or interrogative tone is a manifestation of impoliteness of marketers and disrespect for people, which is the most harmful to customers' feelings and self-esteem. Remember! If you want to win the favor and appreciation of customers, don't ask questions.
Avoid orders
When talking with customers, marketers should show a little smile, be kind, speak softly, communicate with customers in the tone of consultation, negotiation or negotiation, and never talk with people in the tone of command or instruction. Always remember one? You are not the leader and superior of the customer, and you have no right to tell the customer what to do, give orders and give instructions.
Avoid showing off
When you talk about yourself when communicating with customers, you should introduce yourself realistically, with a little praise, and never get carried away and brag about your origin, knowledge, wealth, status, performance and income. This will artificially create a gap and distance between the two sides. You should know that between people, head to head is the closest; Pockets and pockets are farthest. Remember, your wealth belongs to you personally; Your position belongs to your unit, temporarily; But your service attitude and service quality belong to your customers and are eternal.
Avoid straightforwardness
As the saying goes: don't hit the face, expose people, expose weaknesses? When we communicate with the customer, if we find that there is something wrong with his understanding, don't directly point out that he is not? That's not right either? Most people are most afraid of losing face in front of everyone, being embarrassed and straightforward. Kant once said:? For a man, the biggest insult is that he is stupid; The biggest insult to a woman is that she is ugly. ? We must look at the people we are talking to, make our words meaningful, take actions according to different people, master the skills of conversation, the art of communication, and be tactful.
Avoid criticism
When we communicate with customers, if we find any shortcomings, don't criticize and educate him face to face, let alone accuse him loudly. You know, criticism and accusation can't solve any problems, but will only lead to the other side's disgust and disgust. When talking with people, use more words of thanks and compliments; We should praise more, criticize less, master the scale of praise and criticism, criticize skillfully and innuendo.
7. Avoid majors
Don't use technical terms when selling products. For example, when selling insurance products, because every insurance contract has professional death or disability clauses, most people in China are afraid to talk about the words death or disability. If you talk to your customers so unscrupulously, it will definitely lead to their unhappiness.
Step 8 avoid monologues
When talking to customers, we should encourage them to talk. Through his speech, we can know the basic situation of our customers. It is forbidden for marketers to sing monologues or monologues.
9. Avoid cold talk
When talking with customers, the attitude must be warm, the language must be sincere, and the words and manners should reveal the true feelings, be warm, sincere and sincere. As the saying goes; ? Touching people, don't worry about feelings first? , this kind? Love? It is the real feeling of marketers. Only by using your own true feelings can you get the feelings of the other party. In conversation, coldness will inevitably lead to silence, and silence will inevitably lead to the decline of business.
10. Avoid being outspoken
When talking with customers, marketers should have a loud voice, beautiful language, cadence, clear rhythm and coarse voice. The speed of speech is fast and slow; There are high and low tones; The tone is heavy and light. Be lively, relaxed, lively and lively. Don't speak regardless of rank, speed, rhythm and pause, stiff and inflexible, and have no vigor and vitality.
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