Wan also women's brand series courses --- sales service standard eight steps

Sales service standard eight steps

If we analyze each customer from the shop to the left of the shopping route, you can find at least eight steps are our customer introduction, the impact of customer purchase behavior is valid, we put these eight steps as the sales turnover of eight steps song.

The first step: say hello

Requires life, there is no strangeness, quickly eliminate the sense of distance between each other.

When customers go to the party, they not only pay attention to the recognition and appreciation of the people they wear in the social circle, but also admire the atmosphere created by the music and lighting, Waiters in the crowd shuttle service to his meticulous and thoughtful, will not neglect him.

The same principle When customers walk into the shop, the Purchasing Guide is the only one that makes them feel both excited and comfortable, leaving a desire for shopping, so hello is the beginning of the customer into the store sales service. This is a very important step, because the customer's first impression often determines how long he will stay in the shop, in fact, a friendly greeting is

For those who are just visiting the customer into the key consumer. If you have a chance to meet with customers during the hello period, first greet someone in a way that is acceptable to the customer, then greet someone who you really want to see Your body language, if at work, immediately stop your work, turn your body to customers, and smile.

The second step: find customer needs

Explore customer needs to explore all aspects of customer needs. Especially in the open topic, we must learn the truth, find the right topic, to grasp any one of the opportunities close to the customer.

Modern customers like free and easy shopping atmosphere, so when we say hello to customers, should leave some space for customers, so that customers are free from stress in the environment of choice. Of course, our attention must pay attention to the customer, take the initiative to accept the customer's shopping signal, through the observation of the eyes, listening to the ears, mouth and other ways to explore customer needs, rather than always standing in the customer's side or behind.

Always remember to retail yourself first rather than goods. This customer will not have a feeling of being oppressed by you. Customer First is not your friend's check. The purpose is to find common ground and to relate each other. The most effective way to break the deadlock is to choose your familiar topic. So you can easily talk about this topic. And it's easy to tell a joke. Of course, want to impress the customers, be sure to use some creative ways to open the topic. "Assuming you receive the same open topic at each store, you suddenly feel very good when you receive different open topics in one store. At this point, the Purchasing Guide does not mean you are just a shopping guide member.

The third step: introduce the goods

The introduction of goods requires professional and easy to understand.

When customers choose among their products, they expect well-trained shopkeepers to answer their questions. They expect the information to be clear, convincing, and understandable. If you have a chance to showcase your retail skills at this time, you should familiarize yourself with the knowledge of the goods you know, and learn the advantages of displaying your retail products while getting information about customer needs, interests, and concerns Satisfy customers needs. If you do not know much about our Bartina products, you will not be able to adequately help your customers pick. Although the store has provided you with resources to understand the goods, it is your responsibility to utilize the resources. We can understand product knowledge through product brochures, catalogs, product identification, listing, warranty instructions, first-time use or wearing product experience, customers and more.

When introducing products, learn how to make the best use of the product. Customers generally remember to be more solid through their personal experiences. Instead of just listening to the description of product features and benefits. This means that products should be treated with caution and do not make people feel like the product is on display in a museum! This requires that there is no obstacle between the customer and the product. If the product is on the wall, take it down. If it's on the model, take it off. Placing products makes it easy for customers to see and touch. When you point out the product features, please hold them, when you explain the product advantages, please keep eye contact with customers. Let customers try on again and again! The best place to get customers in the store is in the fitting room.

Step four: fitting room service

With a good fitting room service, so that customers feel fully through our value-added services, so impressed, and promote sales opportunities.

Fitting room service can be divided into pre-fitting, fitting and fitting after the three steps to go: In the fitting, we must know the size of the customer try on and get the appropriate goods, then we have to lead Customers to the fitting room, while walking clothes button or zipper, walked to the dressing room when the first knock on the door, and then determine the fitting room clean and tidy, no foreign body odor, with the law also wear the law to tell customers , The hanger out to remind customers to lock the door; then if the overall situation in the fitting room, do not forget to politely ask the outside customers to wait for a moment, or look at other goods.

Dressing, we have to be near the fitting room, responsible for matching customers or suggested try try to promote tandem sales opportunities. At the same time take into account the nearby customers, if the customer in the fitting room too long, you can gently knock on the door to remind.

After the fitting, we have to assist the customer to organize the garments, for example, to turn the collar and roll the sleeves, but also to walk with the customer before the dressing mirror to politely ask the customer about the feeling of service. Here we should remind everyone that in helping the customer At the same time, we must try our best to show the characteristics, advantages and benefits of our products to our customers in all aspects so as to give our customers different choices and constantly think about and improve their service quality. Especially speaking should consider whether it will hurt the customer's self-esteem, such as: "too fat", "your skin is darker", "so cheap also consider", "too bright color is not suitable for older" and so on And so on, these are Purchasing Guide taboo. Here are some tips to provide great service to those in the fitting room. For example, when customers try on the fitting room, coordinate your time to help other customers, and pay close attention and listen to the fitting room. If you must leave the venue for a while, please tell the customer in the fitting room before you leave. Finally, after the customer left to remember to clean up the dressing room, ready to invite the next customer!

Step Five: Additional sales

Additional sales should be constructive and fact-based. Should pay attention to the following two points, that is, when recommending the goods for the customer should pay attention to with the sexual recommed; customers in the fitting room try to be able to pick suitable for customers to try on the goods to the product.

The professional Purchasing Officer in Retail knows that through the proposal, the retail sales of other products on the initial product purchased by the customer are a good additional service to the customer. It shows that you are interested in meeting all of your customers' needs. With sales promotion is a core skills in the service culture, has been widely practiced and applied. Purchaser's responsibility is to look for opportunities to add products to the customer's initial purchase, you have many opportunities to collect information from customers before this phase of the retail process, advising customers to purchase additional products will be easier. And with marketing is an important part of store performance.

Step Six: Cashier

Cashier to reflect the customer is honorable, in order to increase the customer's pleasant shopping experience;

It is important that the cashier leave a good impression on the customer at the checkout counter. This process includes: smiling, greeting, doing additional sales, singing tickets, and entering accurately. But we also have to seize the last sales opportunities, through our coordination with the cashier to increase the customer's enjoyable shopping experience, is the essence of our service.

Step Seven: Farewell

The farewell service in place is the beginning of the next business.

First-class service is essential even at the end, which is the beginning of the next business, so when the customer leaves the storefront, do not forget to send it to the door and say he'll be back next time.

Special attention should be paid when the traffic is small, try to send customers to the door, if the shopping guide is busy, can not be sent to the door, the application of language or facial expression greeting, the cashier can also be on behalf of the farewell. Shopping guide and cashier on duty are free, other shopping guide should be on behalf of farewell.

Eighth step: after-sales visit

Timely after-sales call back, the establishment of customer loyalty

Three days after the sale of products, Purchasing Guide to take the initiative to call the customer to confirm our product quality and service satisfaction Patina, to further consolidate the interaction between customers and can take the initiative to identify problems. In the face of holidays, customer birthday, as well as important customer's day, we want to give the customer's attention. When major changes have taken place in the solar term, such as when the weather suddenly becomes colder or hotter, we must proactively advise customers to trigger consumer motivations. For example, when we encounter new arrivals or companies that organize preferential activities, we must also give priority to daily routine Customer Greetings We can use the customer file left contact information, by phone or text message greetings.

Eight Steps music service summary:

1, say hello, use eye contact, and show your beautiful smile

2, to the customer time and space to browse the goods, carefully observe the characteristics of customers, find the topic to find open, expand friendly conversation, through careful questioning and listening to identify and determine customer needs

3, introduce products to customers the benefits and benefits

4, lead the customer to the fitting room to try on the standard service

5, with the recommended way to add additional products

6, cashier service in place to increase the customer's enjoyable shopping experience

7, tell the customer your name, and invite them to visit our shop again

8, timely after-sales call back to establish customer loyalty

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