Flexible Reception Of Customers With Different Personalities

First, intimate customers and their reception methods.

Intimate customers are mostly customers who are closely related to the store. That is what we call "familiar customers". Many of them are in community stores near residential areas.

Some shops are open for a period of time, and after a certain reputation is established, there will be many familiar customers. It is very necessary to establish good relations with familiar customers, but we should also pay attention to the ways to deal with cooked capacity and new customers.

Example 1:

In a shop, the clerk is greeting a woman who chooses a commodity across the counter. At this time, a high limousine stopped before the door, and a gorgeous woman walked slowly out. The clerk immediately smiled and went up to him. "Ah, Mrs. Chen, welcome, welcome, please." Other salesmen also echoed: "welcome to come", "Mrs. Chen is still in the future for several days." The voice of compliments linger on the face, and the woman's attitude is cold: "in a word, this kind of quality is good enough!" the woman asked again, "is it?" I'll think about it again. " The clerk replied coldly, "OK, slow down, come again next time".

It can be seen that Mrs. Chen is a familiar customer, and a woman who chooses a commodity is a new customer. However, the attitude of the shop assistant to the two party is so different that it affects both the self-esteem of the customers and the reputation of the store.

　
Example two:

Before a store specializes in small gift counters, a saleswoman is chatting with a young woman who looks familiar. Listen carefully, its content is nothing more than movie stars and all kinds of gossip. Customers and staff members are so "familiar" that they are often overly sensed.

The proper communication between customers and shop assistants is very important. It can enhance feelings and set up a good name for our warm service. However, the above two cases have gone too far, and can only backfire. Keep your manners while you are close. Too close will lead to customers' disgust. When the shop assistants gossip with their customers, they must have a sense of propriety and wording. Don't forget that you are entering the "selflessness" in the sales work.

Customers automatically talk about their personal problems. They should gently avoid and draw a clear picture of each other's relationship, so that they will not feel uncomfortable for other customers, but they can not afford to offend them. But they can not feel the psychological imbalance of new customers in order to take care of familiar customers, and ignore the great potential of new customers becoming familiar customers.

Familiar guests and new guests are guests. They are all gods. They have the right to equal treatment. When two people come together, why don't they first greet them together and wait for customers to disperse.

From the above two cases, we can sum up some ways to deal with familiar customers.

In the first example, the shopkeeper worked hard and thought that the amount of money that a car brought to a wife must be far higher than that of a new customer of a small commodity. Maybe there was some truth, but the mistake was too obvious.

Therefore, when there are more than two customers in the store, the salesperson should always adhere to the principle of equal treatment. Even if other customers first greet him, they should first apologize to their immediate customers and immediately return to their original customers when they are done, and observe the principle of fair treatment.

In case 2, attention should be paid to keeping an appropriate distance from customers and avoiding gossiping irrelevant topics. "Distance can produce beauty" is absolutely an eternal truth.

　
Two, hesitant customers and their reception methods.

In daily life, many people are indecisive and hesitate when faced with various choices.

Because of the diversity of commodities, they often seem to be hesitant about choosing items. They are difficult to choose from many items. Such customers are hesitant customers.

Example 1:

The customer stood in front of the counter and greeted, "excuse me, please show me that one." As soon as I finished speaking, my eyes suddenly lit up. "Hey, that's good over there. Let's have a look." Before long, I turn around. "Ah! That's not bad either... " Customers are half hearted and hard to choose.

The clerk did it one by one: "yes, this kind of advertisement is selling very well at the moment."

Customers face the seven or eight items that have been placed on the counter, and they are satisfied with each other. What kinds of things are satisfactory? Ah, ah, I spent all my eyes. I still don't know which one to buy. Well, I'll come to see you tomorrow. So customers returned empty handed.

This is a common sight in any store. Customers look at it in the East and do not know how to choose. This is the typical characteristic of a hesitant customer. Generally speaking, women are the majority of this type of customers because of their careful nature, especially when choosing items.

Example two:

A female customer standing in front of jewelry counters for a long time, thousands of choices, initially screened out three kinds of earrings: "these three seem to be good, in your opinion, which is more suitable?"

The clerk replied smartly, "I think this looks best for you."

The woman is skeptical: "Oh? I think this is often advertised. What do you think? "

The clerk responded very quickly: "yes, that is also very good!"

The customer pointed to another Earring: "this is also very popular at the moment, isn't it?" The clerk repeatedly said, "yes, this looks more beautiful."

Facing the salesman's face, the customer completely lost his ability to choose. Finally, he reluctantly said, "I'd better go back and think about it first. Please bother to introduce it." Then turn around and go.

The shop assistant complained in a grieved heart, and put the mess of jewelry back to its original place.

How should we deal with such a situation? Broadly speaking, there are two types of indecisive customers:

In the first instance, the customers themselves do not know how to make decisions.

The second example is 21, and the salesperson's ambiguous answer makes him hesitate. In the face of this type of customer, remember what jewelry the other person took for the first time, see what decorations they have made several times, according to their attitude, leave a few things suitable for her style, and the rest are taken away quietly. If she picks up that again, she can confidently say, "madam, I think this is best for you." This usually causes customers to decide on the spot. If there are other customers nearby, you can also ask for the views of the third parties, which is also one of the ways to make indecisive customers determined. Under normal circumstances, the customers are asked to cooperate, and the approval rate is often as high as 82%.

For example two, the worst answer is: "there are many kinds for your style", which only confuses customers, such as falling into the valley. "This is very good", "that is also good" can not receive any positive effect, it is better to ask the other side: "madam, what is your favorite now?" According to the content of the answer, take your own advice, so that the other party will make up your mind.