Clothing Guides Must Have Good Psychological Quality.

Fashion buyers need to deal with all kinds of customers. During the sales process, clothing buyers can not avoid complaints from customers. Only by attaching importance to customer satisfaction and implementing customer satisfaction can clothing stores create more customer value and gain capital based on the market. How can a shopping guide deal with customers' dissatisfaction?

First, learn to listen.

Listening with patience and sincerity is the first step to guide customers to deal with customers' dissatisfaction. Listen sincerely and attentive to customers' opinions on products and services, and listen to their complaints and complaints. When listening to customers' dissatisfaction, they should look at customers and make them feel the importance of their opinions. When listening to customers' complaints, we must listen to customers' complaints in a sincere and dedicated manner.

Make sure that the facts you understand are consistent with what the other person is saying, and stand on the other side's position to consider for your customers. Everyone has their own values and aesthetic standards, so you may have different opinions in the process of listening. At this time, we must take account of the customer's position and consider the contents of the customer. At the same time, we will repeat the contents simply, so as to confirm that we can grasp the true thoughts of the customers. Do not listen to your mind when you listen. Don't think customers are picky. The overwhelming majority of customers' dissatisfaction is due to our work mistakes. Even if some customers make trouble, we can not argue with them. We must know that dealing with customers' dissatisfaction is not a debate competition. If we debate with customers, the outcome is often the customer leaving, or even complaining.

Most consumers do not feel satisfied with the goods or services when they complain. They think that the work of the clothing store should be improved. There is no malice in their starting point. Dissatisfaction is entirely caused by our work failure or the poor communication between the customers and the clothing store. Clothing store, if handled seriously, can increase customer loyalty.

Two, how to prevent customer dissatisfaction

Neglecting customers' dissatisfaction, a little carelessness will bring a heavy blow to the clothing store. Setting up a sense of public relations of "dissatisfied" will help the clothing store prepare in time and adopt effective strategies to resolve customer dissatisfaction.

1. establish a sense of dissatisfaction with crisis public relations.

The clothing store guide only set up a sense of "dissatisfied with crisis public relations", and realized that the unsatisfactory handling may cause harm to the company. The staff of the clothing store would not complain or avoid each other's complaints, but rather deal with the customer's dissatisfaction with a positive attitude until the customer satisfaction.

2. conduct regular satisfaction surveys.

The clothing store regularly organizes the customer satisfaction survey. Through the investigation, the clothing store can know the customer's satisfaction with the clothing store's products or services. It is known that the clothing store's influence on customer satisfaction is greater in those aspects, what is the shortage of the clothing store, and how to improve it.

3. regular customer complaints.

The clothing store owner can arrange his own suggestion form, free complaint telephone and e-mail address to facilitate customers' complaints. In addition, the development of complaint information can make customer complaints more convenient, while avoiding the behavior of employees shirking responsibility in the process of complaint. Regular collation of complaints from clothing stores can help to find out which aspects of clothing store shopping should be corrected, and help clothing store guides to quickly improve their shopping guide capabilities.

Three. Guide wording specification

When a customer asks for a garment that is inappropriate or of a quality problem, he must learn to turn the return into a new sales opportunity. The opportunity to grasp is to be polite and enthusiastic to customers, not to shirk or not to be left behind.

Guide buyers handle the correct terms for returns.

1. yes, I'll change it for you. Which one do you want to change?

2. it doesn't matter. I'll change one for you.

3. excuse me, according to the regulations, this is not exchangeable.

4. sorry, this is the quality of goods, we can return it.

5. sorry, you have already used this kind of commodity, it is not a quality problem, it is not good to sell it to other customers. It is really not easy to replace it for you.

6. I am sorry, but our negligence has caused you trouble.

7. you have sold this item for a long time, but now it is out of stock. If it is a quality problem, it will be replaced by a refund.

The wrong words of the shopping guide

1. why did you buy it and pick it up for a long time?

2., how did you buy it when you just bought it?

3. why don't you want to know when you buy it?

4. is not what I sell, who sells who you are looking for!

5., I can't solve it. I'm willing to find anyone.

6. can not change, this is the rule.

7., we must not retreat.

8. can only change, not retreat;

9. why do you have no idea, not a child.