Christmas Celebration: Dealing With Customers Is Like Falling In Love.

First of all, young customers mostly pursue new fashions and personalized clothes. They are more vanity and easy to form impulse buying.

While middle-aged customers tend to be economical and practical, they are interested in products that can improve family life and save housework time.

The purchase motives of old customers are formed in the pursuit of comfort and convenience, and have strong rationality and stability.

"At first, you may observe a guest, hoping to know each other. This time is a process from strangers to acquaintances.

Later, you need to pay in the process of communication. If you want to follow this guest or let the guests follow you, you need to maintain it with emotion.

Dealing with customers is like falling in love. "

Zhang Yaling, manager of Beijing SOGO ecological store, said.

How to "love" should be talked about and different objects should be treated differently. Here are four types of customers summed up by many store managers during the long sale process.

Direct type

The first is a clear, quick and decisive visual customer.

This type of customer is usually relatively straightforward. When they come to the store, they will directly tell the shopping guide what products they need and then purchase them.

Such customers belong to the best type. Most of them are very confident, know what they want and have a purposeful purchase, so don't give them too much explanation because they don't like others to make decisions for him.

Although these customers are very happy, they are generally indifferent to new products. If they want to make some joint sales, they will have to look at the "skills" of shopping guide.

Aimless

On the contrary, customers with unclear goals or customers who come to shop.

Most of them are willing to listen to others' advice and hope to get help from others. As long as they are patient, they usually become buyers.

Most of the customers listen to their own feelings. The conversation between shopping guides usually focuses on their own affairs or their feelings. This time, the guidance of shopping guide is particularly important.

Jin Yuan, the manager of the Beijing Yansha flagship store, met with a similar problem: "once a customer came to the shop in the morning just when he opened the shop, dressed in a casual dress, and felt that he had gone out without careful management." Zhang Jun

Later, after chatting with her, she knew that she had gone to the hospital in the morning, so the family's keys were not brought, so she could only go shopping in the mall first.

We didn't directly recommend products to her, but rather talked about the topic of life. When it came to the fact that after the birth of the child, the figure began to go out of shape, I began to recommend the lingerie underwear products to her.

After that, I thought that I could recover fitness from fitness, so I recommended her professional yoga sportswear and bathing suits to her. Finally, all of these products were sold.

Calm and hesitant type

This kind of customer is methodical, he will measure every word you say and tend to make decisions for others.

For this kind of customer, we must follow his frequency and try to start with details.

Try to ask some questions to understand his needs, and then show that your products can better meet his needs.

This kind of customer speaks very little in the shopping process, more often is listening to our shopping guide to say.

Such customers will not be able to express clearly after seeing their favorite products, but will ask some questions such as "this is not suitable for me" or "why", so that they need to guide customers to use their words to impress the customer.

At the same time, we must grasp the customer's preferences as soon as possible through communication.

Apathy and aloofness

The last one is the most difficult to solve, and the customer who can best reflect the shopping guide is taciturn.

Such people seldom express their opinions.

It's hard to get close to people. They buy according to their habits and experience, and are seldom influenced by advertisements and others.

They usually look at their products on their own and do not communicate with shopping guides.

This kind of customer is the most important thing to guide customers is to communicate with customers, so we must communicate with customers as soon as possible.

But it is not easy to establish such communication with customers. This requires us to observe more carefully. When customers stop in front of a certain product, it is very likely that this product has touched her in some aspects. At this time, shopping guide should go forward to introduce the characteristics of this product to customers.

At the right time, I admire his judgement and appreciation skillfully, and warmly invite customers to try them on. In this way, I think customers will always open their mouth several times, and once they enter the fitting room, the success rate will be increased to 80%.