How Can A Salesperson In A Clothing Store Improve His Performance Through Communication?

Whether new customers or old customers are important resources of stores, how should we receive new customers and old customers to gain goodwill and bring about achievements?

Facing old customers

Wrong answer 1

Hello, welcome!

There is no difference between treating old customers flat and treating new customers. It will make old customers feel frustrated and reduce the enthusiasm of buying again.

Wrong answer 2

Miss Li, I haven't been here for a long time. What are you going to buy today?

The expression is too direct, as if there is no other relationship between the two sides, but it is difficult for them to warm up the relationship between the shopping guide and the old customers.

Wrong answer 3

Miss Li, you are here. Please look around and call me when you need it.

The expression is too casual and not enthusiastic enough to make old customers feel neglected. As old customers, they often want more attention and attention than other customers, hoping to find a sense of belonging in the store, not just buying products.

Therefore, shopping guide can not treat old customers in the way of treating new customers, but there should be differences and more care.

In general, the way to treat old customers is to regard them as the most honored guests and the other as close friends.

This is what the old customers want to get in the store. Only when these feelings are satisfied, can they repeat the purchase and become the most loyal customer.

Case analysis

Shopping guide: Miss Li, welcome! I haven't seen you for a long time. It's still beautiful. Yes, you said last time you wanted to buy x x clothes. Now you arrive, would you like to try?

Comment: remembering the names of the old customers and the needs raised in the last shopping will make the old customers fully aware of their importance, while moderate praise will make the old customers feel better.

Shopping guide: Miss Li, welcome! I haven't seen you for a long time. My skin is getting better and better. What do you want to buy today?

Comment: remember the name of the old customer is the minimum requirement for shopping guide. At the same time, because it is to deal with again, shopping guide can be more warmer, like friends and her noisy, and praise her, and push the product again, do not be too urgent, can be after the noise.

If the other person says that there is no purchase plan this time, just look at it. The shopping guide must not be unpleasant, but should continue to be enthusiastic about the old customers, so that the old customers will feel a sense of belonging in the shop and become a more loyal customer.

Shopping guide: when the shopping guide is serving the customer A, then the old customer B enters the shop. The shopping guide said sorry to customer A, please wait a moment, I'll be right there.

Then she walked up to the old customer B and exclaimed, "Miss Li, you are here. I haven't seen you for a long time. Then I went to the old customer B and whispered, "you can pick at any time. I'll call the guest over.

Comment: Although the shopping guide is busy, it still has enthusiasm for the old customers, and builds intimacy with old customers by whispering. This can cultivate customers' trust in shopping guide.

Facing new customers

First, how can a customer who meets for the first time get her good impression immediately?

1, create professional image;

2, pay attention to customer's mood;

3, give customers a good impression;

4, remember the customer's name.

Two, winning customers is not equal to business.

The ultimate goal of sales is to sell, not to win customers, not to ask customers any questions, ideas, or to win customers, so that they can persuade customers.

Three, the type of customer analysis and Countermeasures

There are tens of millions of types of customers, and the mode of service varies from person to person.

1, thrifty customers

Characteristics: love bargaining, choose things very carefully, love cheap, always asking the price.

Countermeasures: emphasis should be placed on the advantages of clothing when popularizing, with cheaper products at the time of selection.

　 2. Vain customers

Characteristics: like blowing their own achievements, wearing fashionable, listening to other people's praise.

Countermeasures: try to do what is best and emphasize the novelty of the product and attract her attention.

3, conceited customers

Characteristics: attractive dressing, likes talking about oneself, likes chatting.

Strategy: pretend to worship her and pick up the topic.

4. Stubborn customers

Characteristics: strong subjective consciousness, not easy to shake, definite purchase intention, unwilling to accept others' opinions.

Strategy: try to satisfy her wishes, and try to be tactful when refuting her.

　 5, demanding customers.

Characteristics: like picky, not easy to be persuaded, like to grasp the situation, usually these customers are dressed very carefully.

Strategy: seize her needs and introduce some valuable products.