Please put this 8-step sales process away!
1 Warm welcome
2 Understand customer needs
3. Sincere recommendation and product introduction
4 Fitting service
5. Listening, identification, and objection handling
6. Praise customers
7 Additional Sales
8 Meicheng Service
Step 1: The customer has just entered the store, and the shopping guide has less to say
Many people think that being a shopping guide means being able to speak. When I see customers, I introduce how good my products are as soon as I come up, but I don't know that many of my performance are ruined by shopping guides.
After entering the store, customers like to pick and choose slowly, and a shopping guide with a lot of words will only make customers bored. Therefore, when customers first enter the store, the shopping guide tries to talk as little as possible to give customers enough "time to choose".
For example, when a customer enters the store, we just say: Hello, welcome to XXX, and then step aside, no tailgating required. While leaving space for customers, it also deepens the impression of customers on the store.
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Step 1: Say hello
1. As soon as the customer enters the counter, take the initiative to greet him;
A. Eye contact: friendly, courteous, enthusiastic;
B. Standing posture: upright body, slightly forward;
C. Smile: friendly, welcome, cordial, shorten the distance;
D. Tone: gentle, generous, and cordial.
2. Promote and introduce in-store activities;
A. Brand introduction;
B. Introduce new products on the market;
C. Introduce discounted products;
D. Carry out promotional product publicity;
3. Say goodbye to departing customers.
Precautions: Maintain a confident and humble attitude in eye contact, standing, smiling, intonation, and gestures.
Step 2: People don't follow customers, but hearts follow customers
Although people do not need to follow customers, they should follow customers, pay attention to the dynamics of customers at any time, and be ready to introduce products, so that customers can provide services to customers in a timely manner when they have "signs" of purchase.
At this time, it is important to grasp the timing, and it is a good time to speak when the customer exhibits the following behaviors:
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Step 2: Understand the requirements
Purpose: To grasp the customer's shopping psychology through asking questions, to meet the needs of customers, and pay attention to the customer's shopping information.
A. Touch the product;
B. Take the initiative to inquire about price, style, color, size, etc.;
C. Look up and want to find a shopping guide;
D. Talk to friends while watching;
E. When you enter the store, you seem to be looking for something;
D. Come back again.
These reactions are all actions generated when customers fancy the goods or have needs, and the shopping guide should seize this opportunity in time. So how do we go into detail?
1. When customers pay attention to a certain product, directly introduce the selling point of the product, highlight the advantages of the product, and make the customer more willing to accept it;
2. When the customer is wandering, you can appropriately ask the customer's purchase wishes, and then provide specific services.
Step 3: Correctly introduce the selling point of the product
The selling point of the product is the reason why the customer chooses to buy the product. Are you able to fully explore the selling points of the product?
To explore the selling points of products, we generally carry out the following aspects:
1. Selling points of product materials: such as the breathability of summer fabrics and the warmth of winter fabrics;
2. Product functional selling points: for example, wide-legged pants show thin legs, which is very good from the function;
3. Product design selling points: For example, women's clothing has fashionable, classical, trendy design style, fresh design style, etc., which are aimed at different ages or different interests and hobbies to meet different consumer markets;
4. Product background selling point: For example, when you buy a Chanel bag, it is not because of the good quality, but more because the bag is "Chanel";
5. Product price selling point: For example, in the discount season, the appropriate discount of the product will make consumers chop their hands without hesitation;
Step 4: Figure out the customer's needs
The selling point of the product, if it is not what the customer cares about, no matter how much it is, it is in vain. Therefore, we need to clarify the needs of customers, so that we can introduce the selling points of products to customers and let customers make choices.
4 ways to figure out what your customers want:
1. Let customers understand the use of the product: introduction of the use scenario, etc., to reflect the value of the product;
2. Let customers touch the goods: When customers are more concerned about the material, touch will undoubtedly increase the favorability of the goods;
3. Let customers understand the value of goods: explain the value of goods to customers, so that customers feel that they are worth the money;
4. Take a few products for customers to compare: when the specific needs of customers are not clear, you can meet customers through comparison;
Step 5: Seize the opportunity to promote the transaction of the order
When the customer has entered a series of selections and comparisons, the following situations occur, which is the opportunity to make a deal:
1. When the customer suddenly stops asking questions;
2. When the customer's topic is focused on a certain product;
3. When the customer does not speak and thinks thoughtfully;
4. When the customer keeps nodding;
5. When customers begin to pay attention to the price;
6. When the customer starts to inquire about the purchase quantity;
7. When the customer keeps asking the same question repeatedly.
When the time comes, use these 4 methods to promote orders:
1. Don't show customers new products;
2. Narrow the range of customer choices;
3. Help customers determine the products they like;
4. Make a brief explanation of the key points of the products that customers like, and make up their minds, but they must not use rough and blunt language to urge customers.
As salespeople, we need to understand:
| 1. Raw customers sell politeness; 2. Regular customers sell enthusiasm; 3. Urgent customer selling time; 4. Slow customers sell patience; 5. Have money to sell noble; 6. There is no money to sell affordably; 7. Fashionable and fashionable; 8. Professional selling professional; 9. Hawkers sell rituals; 10. Stingy sells profits. There is a spirit, It's called the spirit of pinning! |
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✔ The salesperson encourages customers to try on shoes, such as wearing tops of the same color, especially sneakers, and recommending a jacket or leggings to try on together. (Remind yourself more of the combination of shoes and clothing sales)
✔ The salesman guarantees that more than two pairs are recommended, and the warehouse sticks a reminder, and three pairs are out of the warehouse when looking for goods. For example, two pairs of the same model with different sizes, and the third pair is a different style, which can be used as an alternative recommendation if consumers don't like it.
✔ If there is an event in the mall or store, the salesperson needs to take the initiative to mention it to the customer to increase the number of sales. Activities such as full reductions and membership point deductions can be used to encourage customers to make up orders and increase UPT.
✔ The salesperson needs to refer to the complete set of store models for customers' reference in the sales process. If you are considering buying shoes from a model, you can recommend them to try on matching clothing.
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✔ The store manager needs to cultivate more of the atmosphere of joint sales in the store, such as organizing store staff to do matching activities, matching the main shoes with clothing and accessories, and asking the store staff to vote for the most popular sets and take photos. The photo can be used as a sales reference for the store staff.
✔ In the store, you can compete on the increase in customer orders, and the store manager prepares some small gifts or other incentives to reward the clerk with the fastest increase in customer order volume or the store staff with the highest customer order, so as to increase everyone's enthusiasm.
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✔ When making joint recommendations, it is clear that the product is recommended to the consumer and at the same time informs the product of the benefits ("product + benefit" technique). For example, "This bag and the jacket you chose are a series (specific product), and it will work well if you go out to play and make an overall match (benefit)"
✔ For summer clothing technology, it is necessary to introduce the needs of customers, especially the patented technology, and it is recommended to use store training props to consolidate professional knowledge, rather than simply telling consumers that this is a cotton or polyester fabric. For example, "In weather like this, you won't feel stuffy when you go for a run outside in this T-shirt, and its fabric will be cooler and more breathable than the material of regular clothes, because it is equipped with our patented ice fabric"
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✔ Consolidate with standard service process courseware (including opportunities for joint sales and products that can be sold together).
✔ To do joint sales, the product must be brought to the customer or guide the consumer to the corresponding area. Rather than just paying lip service to invalid recommendations.
✔ When consumers have objections to the product itself, such as the color matching is too bright or the shoe shape is not easy to match, the objection can be transferred by means of matching sales. For example, green sneakers are difficult to match with clothes, so a top with green elements can be recommended.