The Reception Skill Is Very Important. Please Read The Customers.

As an ordinary consumer, I share the same hobby with most women -- shopping.

But in the process of visiting, people often encounter embarrassing scenes: when they are enjoying the dazzling goods or the goods that have just not been seen at the counter, the salesperson immediately comes up and asks them one after another.

In such a case, it is impolite for a customer not to answer or not to respond. The embarrassed customer left a "casual look" and then hurriedly left.

The shopping malls in 90s paid great attention to creating a beautiful shopping environment, providing colorful, marketable goods, but often neglected the salesperson's quality and counter reception skills and methods.

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Counter reception skills: "men and women are different"

As men and women differ in their physiological and psychological development as well as their responsibilities and obligations in their families, there are great differences in the psychology of purchase and consumption.

Male consumers usually have clear goals before buying goods, so they have rapid motivation in buying process and have strong confidence in their choice.

When several buying motives conflict, they can also handle decisively and make decisions quickly.

In particular, many male consumers do not want to "haggle over each other" and do not like to spend a lot of time to choose and compare. Even if the merchandise is slightly defective, they will not pursue it as long as it does not matter.

Male consumers are not as strong as women in the central environment of buying activities. They generally emphasize the utility and physical properties of commodities, with relatively weak emotional appeal, few impulse buying, and few returns.

In view of these characteristics of male consumers, salesmen should actively and enthusiastically receive, actively recommend commodities, introduce in detail the performance, characteristics, use methods and effects of commodities, so as to prompt the completion of pactions and meet the psychological requirements of male consumers.

During the purchase process, female consumers are easily influenced by emotional factors and environmental atmosphere. An ad or a group of people rushing to buy scenes may trigger impulse buying among female consumers, especially young female consumers. Therefore, it is more common for female consumers to regret and return products after purchase.

At the same time, female consumers emphasize the appearance and beauty of goods, and pay attention to the practicality and specific interests of commodities.

When buying goods, it means that the products are perfect, with the sense of the times, in line with the social trend, and the value and interests of the goods from the practicality of the commodities.

This is the reason why female consumers go to the east store to enter the West store, pick up and pick up and pick up, and fail to buy the determination.

Therefore, when the receptionist receives female customers, he needs more enthusiasm and patience, and provides more thoughtful and meticulous service. Do not rush to deal, give them enough time to choose and compare and satisfy their realistic psychology.

Counter reception skills two: "look at the colors."

The particularity of the salesperson's profession requires them to have keen observation ability, to be good at judging the psychology of various consumers from the appearance, manners and manners of the consumers, to correctly judge the consumers' interests and interests, and to have targeted reception.

1. judging from age, gender, dress and occupation characteristics.

Different consumers have different needs for commodities.

Generally speaking, the elderly are fastidious and practical, middle-aged people are beautiful and generous, young people are fastidious in fashion and beautiful, workers like commodities that are economical and practical, farmers like strong and durable goods, intellectuals like elegant and generous goods, and people in literary and art circles like unique products.

When the consumer is near the counter, the salesperson can speculate on his career and hobbies from his age, sex and clothing, and recommend the merchandise accordingly.

2. judge from sight, speech and behavior.

Eyes are the windows of the soul, language is the reflection of the mind, and behavior is the response of thinking.

From the consumer's behavior and expression, we can further understand the needs and Purchase Motives of consumers, and we can also see the temperament and character of consumers.

A quick, sharp spoken consumer is usually cheerful and straightforward. For such consumers, salespersons should quickly recommend commodities for them and make quick pactions.

When choosing goods, slow movements are more likely to be found than consumers who are hesitant.

For such consumers, salespersons should be patient and thoughtful, help them select and explain them appropriately, so that they can make purchase decisions.

3. judging from the relationship between consumers.

When consumers shop at stores, especially when they buy large quantities and high priced goods, they mostly come together. When buying, their opinions are often inconsistent due to their different personalities, interests and hobbies.

To receive such a consumer, the salesperson must make clear the following situation:

Who is the money maker?

Sometimes it is important to comply with the wishes of the money maker.

Who is the user of goods?

Sometimes users have a decisive role in selecting products.

Who is the "expert" in the company?

Because he is familiar with commodities, he is neither a user nor a money maker, but plays a major role in the selection of commodities.

After understanding the above situation, the salesperson should observe carefully, distinguish the primary and secondary, find the gatekeeper who affects the business, and then take the gatekeeper as the center to help them to unify their opinions and select the commodities.

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Counter reception skills three: "seize the opportunity"

"Initiative, enthusiasm, patience and thoughtfulness" is the basic requirement for salesmen to receive customers.

But actively and enthusiastically receiving consumers should seize the best time and do it right.

1. when consumers enter the store, they are in the counter.

An excellent salesperson should be able to observe and judge the intention of the customer to enter the store when he enters the shop, and can give corresponding greetings and services.

Consumers entering the shop are divided into three categories from purchase intention.

The first is consumers who have a clear purpose of buying.

Such consumers have a clear goal. When they enter the shop, they often go straight to a counter and offer the salesmen a request to buy some kind of merchandise.

For such consumers, salespersons should take the initiative to receive and enthusiastically help select the commodities they need.

The second is consumers who have targets but are not clear.

This kind of consumers slow down after entering the store, keep looking around, and do not ask for the purchase after the counter.

To this kind of consumer, the salesperson should not be too busy to get close to him. He should be allowed to watch freely in a relaxed atmosphere, to see that he or she is interested in some kind of commodity, and to greet them when they reveal their feelings, and to display the commodities according to their needs.

The salesperson can not follow the consumer with impolite eyes, or constantly ask consumers what to buy or even deliver goods to customers, blocking the way of consumers.

This tends to create a sense of oppression for sensitive consumers, causing them to be suspicious, resulting in refusal to buy.

The third is consumers who are not shopping to shop.

Some of these consumers are "wandering" alone, others are hanging around.

After entering the shop, some walk slowly, look East and West; some behaviors are tight, wandering wait-and-see; others are busy gathering places.

For such a consumer, if he or she is not close to the counter, he is not busy in contact, but should be aware of his or her movements at any time. When it suddenly stops to watch a commodity, show a sense of intention, or turn around the store, and stop watching the goods, the salesman should be greeted in a timely manner.

2. when consumers choose to buy.

Consumers choose to buy goods, usually "look, ask, compare, touch, try", this is the process of consumers' understanding and understanding of goods.

Therefore, the salesperson should be patient to help consumers select, introduce and show them carefully, and can not rush to deal, and urge consumers.

When consumers compare the selection of several products, the salesperson should stand at a distance from the consumers, let the consumers freely compare and watch the merchandise, and guess what kind of goods the consumers like from the consumers' speech and behavior, make full use of their knowledge, and enthusiastically introduce the key points from the raw materials, design, performance and use of the goods to the consumers.

3. when consumers need to display goods.

When the consumer has the purchase goal, the salesperson should adopt the suitable display method, so that the consumer can perceive the best quality of the commodity and stimulate the strong interest.

For example, when displaying toys, we should show the interesting shapes and ingenious devices. When we display new products, we should show their new characteristics; when displaying famous brand goods, we should highlight their trademarks.

When displaying goods, in order to satisfy the needs of customers' self-esteem, they should be displayed from low to middle and high grade, so that consumers can make choices in terms of price, improve consumer satisfaction and make pactions successful.

In addition, the salesperson should respect the personality of the consumers in the process of displaying the goods. His intonation and manner should be appropriate. Remember not to exaggerate or hesitate to give consumers a bad impression.

4. when consumers hesitate.

In many cases, consumers are unable to purchase decisions due to various factors.

To receive such consumers, the salesperson should analyze the reasons for consumers' hesitation and use appropriate language to help consumers eliminate their doubts and purchase decisions.

If hesitant about the quality of goods, the salesperson should be patient to introduce the raw materials, production process, performance and usage of the goods, so that consumers can understand the products, or recommend other products to consumers.

If we hesitate on the issue of commodity prices, the salesperson should, on the basis of understanding the consumer's economic status and purchasing purpose, deliver the products with different grades accordingly.

If the specifications are not suitable, the salesperson should introduce similar products of other colors and specifications.

There are many ways for salespeople to eliminate consumer anxieties, such as the actual operation method, through the salesperson's operation performance or letting consumers try it personally, to strengthen the stimulation of commodities to the consumers' senses and dispel the doubts of consumers. In addition, there are heuristics, comparative methods, empirical data methods, etc., and salesmen should be flexible.

5. when consumers leave the cabinet.

Before the consumer is ready to sell the goods, the salesperson should bundle up the commodities according to the requirements of the consumers, and settle them promptly.

This will not only destroy the business immediately, but will even affect consumers from going to the store again.

Under appropriate circumstances, the salesperson can also praise and praise the choice of consumers, so as to increase the joy of bringing the deal to both sides, but avoid overdoing it. Otherwise, it will leave consumers with a sense of hypocrisy and untruth.

When the customer leaves the cabinet, the salesperson must have a courtesy farewell.