Different from other durable consumer goods, ceramic tiles need more professional services. Only after cutting, mixing and reassembling can all kinds of tiles show attractive styles, which requires the guidance of tile sales staff step by step in the sales process. In this issue, we will bring you seven tips on ceramic tile sales skills for reference by ceramic tile sales staff.

First, create an authoritative image and tap customer needs.

What kind of customers are the easiest to handle? Of course, customers who treat you as an authority and an expert are the easiest to handle, and they also buy medicine. Customers who buy drugs in pharmacies may be indifferent to the introduction and enthusiastic recommendation of the shopping guide and choose by themselves, but they will not raise any questions when facing the doctor's prescription in the hospital. Why? The reason is that, in the eyes of customers, the shopping guide of a pharmacy is just a salesman selling goods, while the doctor is an expert and an authority, that is to say, customers will have more dependence and trust on him because of the authority of the doctor. Similarly, in the process of selling ceramic tiles, customers will also transfer their trust because of the professional authority image of the shopping guide.

Trust in product, brand, shopping guide and sales environment are four factors that determine customers' buying trust. Among these four trust factors, product, brand and sales environment are all objectively known, and only the trust in shopping guide is subjectively variable. If the shopping guide can leave a good impression on customers in manners, comprehensiveness, image, mentality and knowledge, especially in comprehensive knowledge, it can make customers produce.

Creating an authoritative image is only the first step in successful sales. The premise of successful sales is to understand the needs of customers and successfully find the breakthrough point of sales. If you don't understand the needs of customers and sell products aimlessly, you will only fail. At the same time, how to make customers feel fresh, rather than the same statement? Therefore, in the process of receiving customers, salespeople should not use invalid words such as "our products are of good quality, cheap and affordable" and "please have a look around" that cannot touch the needs of customers. Salespeople should have their own carefully designed words and terms, and gradually show their needs in the process of customer answers. Knowing what the customer wants, the next thing will be much easier.

Second, influence thinking and guide consumption.

Making customers want is the core of getting orders, and the influence of shopping guide on customers' thinking is the reason for this desire. There is a very interesting story:

A young man went to a department store to apply for a salesperson. The boss asked him what he had done.

He said shrewdly, "I used to sell goods door to door."

His cleverness led the boss to hire him.

The next day, the boss came to check the work and asked him, "How many orders did you make today?"

"1 bill," the young man replied.

"Only 1 single?" The boss was very angry: "How much did it cost?"

"Three million yuan," said the young man.

"How is that possible? How did you do it? " The boss was surprised.

"The thing is," the young man said, "a man came into the company to buy something, and I sold him a small, medium and large hook. Then, I sold him three kinds of fishing lines: small, medium and large. Then I asked him where to go fishing, and he said to go to the seaside. Then I suggested that he buy a boat, so I took him to the company's boat counter, and he bought a 20-foot-long twin-engine schooner. Then his Volkswagen could not tow a 20-foot schooner. So I took him to the car sales area and he bought a new luxury Toyota. " The boss retired, puzzled and very surprised, and asked, "A customer just came to buy a fish hook, and you sold him so many goods?"

"He didn't come to buy a hook," said the young man. "He just came to buy sanitary napkins for his wife. Then I said to him,' You ruined this weekend, why don't you go fishing and relax?' "

You ruined this weekend, why not go fishing and relax? Although it is a story, from the point of view that the salesman guides customers step by step in the stock market, he knows all about men's leisure and relaxation psychology, so that customers have the desire to go fishing at the seaside and realize it by buying a series of necessary tools. The same is true of tile sales. Customer demand is not your tile, but a necessary tool to realize the demand. What customers really want is a comfortable, safe and beautiful home. As for which brand of this tool meets the demand, it depends on how your sales staff guides it.

Third, explain the benefits and provide proof.

In the process of selling products, what customers value most is product sense or product function, customer's self-expression interest or emotional interest? Facing the interweaving of spiritual and emotional interests with economic and material interests, it is the key to the success of salespeople to turn customers' needs into their own interests. There are many customers, and their needs are different, including water absorption, comprehensive effect, core color and brand. Facing the different needs of customers, salespeople can introduce formal products, extended products and core products, and then break the interests that customers care most about. Of course, after explaining the benefits, we should use some means to strengthen the customer's feelings, that is, to provide reference or proof. There is such a case:

When customers enter the store, they ask, "Is this kind of brick in your house wearable?" The shopkeeper replied, "this kind of brick in my house is very good." It is one of the top ten famous brands, and it is very strong and wear-resistant. It's 7800 tons, which is the weight of 130 railway freight car full of goods. Is the brick pressed out by such heavy pressure very wear-resistant? " The customer nodded in agreement, but finally walked out of the store. The shopkeeper's introduction was not bad, but why did the customer leave? The reason is that the credibility of the owner's explanation is not enough-there is a saying that seeing is believing, but it won't listen. When you say wear resistance is wear resistance, you say 7800 tons is 7800 tons. The customer is not a three-year-old child. Without sufficient facts, customers are skeptical about your wear resistance, and then go to other stores to see it. But if you scrape bricks with keys and steel nails and show him the facts, will customers leave because of this? Later, customers came to the store, and the owner used this "experience marketing" method to quickly finalize an order of several thousand yuan. Saying is better than doing. I'll believe that when I see it. In the process of experience, let the customer verify your words and let him really believe what you say about wear resistance.

Fourth, interact with customers.

There are four aspects of interaction with customers: expression, action, language and thinking.

The interaction of expressions is very important to the sales effect. Cold, embarrassed and formless expressions will make customers subconsciously resist and don't want to say what they want to say, while expressions of welcome, appreciation and affirmation can inspire customers, thus opening their hearts to say more needs. Who doesn't want to live in an environment of mutual appreciation and respect? A knowing smile can often be recognized by customers.

Language interaction, through their own intonation, expression content, tone, speed and other factors in the sales process to convey appreciation, encouragement, * * voice, confidence, affirmation, recognition and other information. The interaction of thinking is carried out in the process of conversation, hidden in the expression of language, that is, through the information conveyed by the other party's conversation, we can grasp the key points and conduct in-depth exchanges, so that both sides can think on a certain issue on the same track.

Interaction also requires action. A gesture of appreciation and a gesture of nodding approval can make customers feel like spring breeze, while a body language describing the scene can make customers feel immersive.

Therefore, in the process of sales, the effect of conversation will be enhanced through expressions, language, gestures and other actions at the right time, and the conversation between customers and you will become smoother and more harmonious.

Fifth, handle customer objections.

It is easy to encounter similar problems in the sales process:

Customer: "My home is on the third floor, and the light is very bad. I use light bricks. "

Shopping guide: "Yes, light-colored bricks are most suitable for low floors."

Customer: "but light-colored bricks are easy to get dirty and difficult to clean."

In the process of communication, customers inadvertently dug a hole for us, not to say that there is a problem or that your home is expensive, and every customer will have his own opinion. Whether the customer's objection can be properly handled is related to the fact that today's introduction of moving bricks, pouring tea and smoking has not been done in vain. An excellent salesman should learn to do his lines well, write down and sort out the problems he usually encounters, and then list different answers for different customers. In this way, after a period of thinking and accumulation, when you learn your lines by heart, you can resist the enemy.

Sixth, close the door to reach a deal.

Many salespeople have regretted it: they talked well, but the customer left without ordering.

In fact, this is the same as our usual proposal. Only a few girls take the initiative to force marriage, and many girls who talk well end up marrying someone else, not you. It's not that she didn't want to marry you, but that you didn't grasp the opportunity to propose to her at that time, and finally someone else took it away. This is the same as the salesperson asking the customer at the last minute: "Do you think it is ok? What else does not meet your requirements? " Similarly, the result is that the guest thinks about it and says, "I'll think about it ... and then turn around and go out."

Therefore, an excellent salesman must avoid the above phenomenon, and when he thinks he can talk to the customer, he should take the initiative to ask the customer for a deal, such as "This is an order, please check it again" and "Do you think it is convenient to send it to you tomorrow or the day after tomorrow?" "* * * eighteen thousand, do you want to pay the deposit or the full amount?" In this way, on the basis of previous communication, coupled with marriage proposal, many well-talked customers can basically reach a deal out of the attitude of taking care of face and previous sales recognition.

Seventh, keep pace with the times, people have me and people don't have me.

In this fast-developing information network era, if we can't keep up with the torrent of the times, we will be submerged in the sea of Wang Yang. As we all know, Pepsi and Coca-Cola are sworn enemies. But before, PepsiCo was just an unknown company, even on the verge of bankruptcy, but now PepsiCo has not only come back to life, but its sales in China have far surpassed Coca-Cola. In 2000, Coca-Cola established the system of entering China, namely Coca-Cola 10 1 system, which made great contributions to the sales of Coca-Cola. From 2000 to 2004, it happened to be the four years with the fastest economic development in China and the biggest changes in urban and rural areas, and the market environment in China changed greatly.

At first, Pepsi was the same as Coca-Cola, but after studying the market changes, Pepsi put forward the strategy of "intensive cultivation through channels". Therefore, emerging channels include small and medium-sized supermarkets, Internet cafes, restaurants and factories. Due to special investment and promotion, Pepsi is ahead of Coca-Cola. The terminal can hardly see the image advertisement of Coca-Cola, and Coca-Cola is submerged in the ocean of terminal image advertisement of Pepsi. Now there are advertisements for Pepsi everywhere, and people who drink Pepsi are much more than those who drink it well.

Therefore, we should keep pace with the times at all times and don't stand still. The same is true of tile sales. The previous marketing methods are all good, but you should think about what else can increase the sales of tiles. For example, you showed your customers the wear resistance of ceramic tiles before, and then customers have to choose ceramic tiles, how to choose them and how to match them. You will talk endlessly with them about which color to match. But customers didn't see the effect, but seeing is believing. At this time, you have to think about what methods or tile software can let customers see what you say, make customers believe what you say, find satisfactory tiles, and lay the foundation for successful sales. No matter how good things are, it is futile for customers to see the advantages. When others don't have it, you have an advantage, and the balance of success will tilt towards you.