A consumer can feel the sales atmosphere of the store from the moment he enters the store and score the greeting service of the shopping guide.
According to expert statistics, if consumers are satisfied with the first impression of the store, they will keep this good mood for 20 minutes, which is enough time for the shopping guide to introduce the goods. If the first impression is not satisfactory, then the bad impression on the store will last for about 40 minutes, and the next work will be difficult to do. It can be seen that the shopping guide of the store is very important to meet customers from the beginning.
Replace negative tone with positive tone.
We often see the shopping guides in the store smiling when they see customers coming to the door, and can't wait to say "Welcome, sir/madam, please have a look". This is a very common mistake in shop shopping guide in daily work. What do you mean by "looking around"? Customers will think, then there is nothing for me to choose from in this store. Since there is nothing for me to choose from, I'd better go to another store.
"Sir/miss, this way, please. There are also new models from our company, which are quite popular this year. " This is the correct way, which can not only tell customers that the company has new products on the market, but also use this opportunity to approach customers, lead them to new products and look for opportunities to introduce them.
Of course, there is another situation. When customers enter the store, they often hear the guide shout from a distance:
"Welcome!" When we saw that customers just reached out to look at the fabric and style of a certain garment, we heard the guide say, "This is the new model of the company …" It is strange that this will not scare our customers. Customers will think that the things in this store are intangible and give up choosing the goods in this store.
When the shopping guide is busy, you can smile and nod to welcome customers. When customers like a product, don't yell at them before greeting them. The customer can choose first, and then we will answer his questions.
Replace imperative mood with imperative mood.
"Come and have a look." (imperative tone) "You try." (imperative mood) "Please (please) have a look here." (Request tone) "Please (please) try it on in the fitting room to see if it fits." (Request-oriented tone) Our front-line shopping guides often fail to notice their own tone when communicating with customers. These imperative tones make customers feel uncomfortable. Customers come to the store to enjoy the service, not to suffer indignities. Therefore, in the daily sales process, the shopping guide uses imperative sentences as little as possible, and uses the tone of request instead of "please" and "please".
Wait a minute.
When you refuse, you apologize for the request.
"We don't discount this product." (Error) "I'm really sorry, our goods are all produced by the factory, the price is clearly marked, and the quality of the goods is completely guaranteed. Aren't you worried about the quality of the goods? " (Correct) "We haven't delivered that yet." Sorry, this model is really popular, but we can find a way to order it for you. (Correct) The purpose of using refusal statements is to refuse customers' demands, thus giving them a non-negotiable mentality. We can't meet your requirements. You can buy them if you like. We can't help it if you don't want to. Over time, it is to shut customers out. When using sorry sentences, give customers a feeling of being respected. Although we can't meet your requirements, we can meet your other requirements.
No judgment. Let the customers decide for themselves.
"This one suits you very well. I think you should choose this! " (Wrong) "This one looks elegant on you, and it makes you look very bright and young. This is just my personal opinion. " Customers like a product, but sometimes they can't make up their minds, so they come to consult our shopping guide and ask which one to choose. At this time, one of the most common mistakes made by shopping guides is to give customers a positive message. It's all the same to you. Why do you have to help customers make decisions? If the customer wears it at home, there will definitely be many different opinions. At this time, the customer may be dissatisfied with the shopping guide, let him remember that he will not visit this store again.
Shopping guides are most taboo to make positive choices for customers, and they should be able to justify themselves: "This one looks elegant on you, and it makes you very bright and youthful. This is just my personal opinion. " Kick the ball to the customer and let her choose. Even if something goes wrong, it is the customer's own choice.