How To Satisfy Customers' Needs In Storefront Management

Fifth words of retail store management: Sales - sales of our retail outlets. In recent years, the development of retail stores has not had much traffic, and the volume of traffic has not been as high as before. At the same time, every retailer owner should understand what is sitting, selling, selling and marketing.

Sitting sales: sitting in a retail store waiting for customers, the future competition can only wait for death.

Marketing: it's not easy to see a customer coming in, and he desperately introduces his product. There are nine major points, eight functions, six advantages, and then I can give you a cheap agreement. We are promoting sales activities. After that, the customer is gone.

Sales: customers need to meet the needs of customers.

Marketing: customers are still hesitant about the demand for our products. We have not yet explicitly bought products in our stores. You have bought some customers through some marketing channels.

Retail outlets, what kind of sales are you using?

In the future, we have to transform several retail stores.

1: the original seat sales to marketing transformation;

2: passive waiting for the initiative to find customers to change;

3: there are simple selling experts who change solutions to customers.

4: there are small shops to the development of large stores, there are single stores to chain stores;

5: there is a transformation from seller to service provider; no brand to brand transformation.

Our retail store owners should also constantly train our store salesmen to make transformation so that they can understand the value and significance of sales. Here I summarize the ten key buttons for store sales.

Button 1: sincerely help customers.

To sell products, shopping guides must first sell themselves and let customers accept you, and sell themselves before they sell products that we often talk about. Rather than to complete sales tasks, in order to sell products and utilitarian to calculate the customer, so customers will feel, and even let customers dislike.

Button two: moderate enthusiasm:

A mechanized "welcome", or excessive enthusiasm, a ninety degree bow will give customers a feeling of excessive enthusiasm, which will make customers feel uncomfortable and feel unsafe and alert.

Do not shop in the shopping guide to see a customer coming, all shopping guides are closely watched this customer, so that customers will leave your store.

We need enthusiasm and service to give our customers a relaxed, honest, unrestrained environment and atmosphere, the way of speaking, the speed and intonation must be gentle, confident, firm, and cadence, reflecting the company's image, atmosphere and quality.

Jiang Meng teacher recommends: Hello, customer, sir / madam, come in and see, you have seen many homes, it must be very hard, first sit down and rest, drink a glass of water, I have been engaged in this industry for five years, what specific requirements do you have, I recommend to you the right one, which can save you a lot of time. If we do not have in the shop, I can directly recommend you to buy the place that is suitable for your needs.

Button three: listen to the voice of customers:

As soon as the customer enters the door, he constantly introduces him to the product selling point, the enterprise scale, the product is very good, the enterprise strength is very strong, the customer has not responded to your introduction, these seem to be useless.

Excellent guide shopping society allows customers to speak, and carefully listen to the voice of customers, understand customers' inner thoughts and listen to customers carefully, which is the best respect for customers.

Button four: ask the customer's needs clearly:

We must understand that without knowing the needs of customers, blindly introducing many products can only make customers more confused. Our shopping guide often sees customers entering the shop without speaking and feeling very strong. When customers are faced with numerous choices, he is blind and vulnerable. Customers are very miserable, and they also want to find a trustworthy shopping guide to tell.

So, if we look for the needs of customers, I feel like I have to ask a few key questions.

1: would you like to share your electric bike with your family?

2: what do you most care about when you buy electric cars?

3: what is the scope of your budget?

4: do you buy cars mainly by commuting, or carrying children?

5: what is the distance of cycling every day?

6: do you have any special requirements for colors?

Excellent shopping guide will ask customers' needs clearly according to their gender, age, dress and identity.

Button five: targeted guidance:

There is a very common phenomenon in the day-to-day shop sales. When customers come in, they ask several products. After you give him a brief introduction, you leave without saying anything. Why?

Customer reasons: he looked around and did not decide what to buy. There was no product that met his requirements, and there was no place to attract customers.

Shopping guide personnel: they do not have professional degree, can not grasp the needs of customers, interest points, can not well guide and stimulate customers' needs, not interested in speaking and behavior of shopping guide personnel.

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Button six: focuses on three core selling points that customers are most concerned about:

Customers scrutinize a product, customers focus, customers ask you some details, when customers become active, these signals tell us that customers are interested.

When a customer is interested in a product, it is the best time for us to make detailed selling points, which shows that the customer is slowly accepting it. The door has been opened and the product selling point is introduced. We should focus on the interest points and the best customers' interests that the customers are most concerned about, as well as the effective comparison of competing products.

Customers generally do not care about more than three points, so the salesperson who speaks ten selling points can hardly remember. Even customers will think you are bragging.

Button seven: let customers experience products:

Introduce products, not only say, but also learn to practice products, and create opportunities for customers to experience when appropriate.

Customers feel most deeply about the products they have experienced.

Many times, the customer buys the feeling and feels that a point attracts customers, and the transaction is concluded.

Nowadays, Chinese consumers, many times, are prepared to buy a product and have no definite psychological preparation, but they have made decisions based on the feelings they have seen a lot of products.

Button eight: customers need successful cases and proof:

Hearing is false and seeing is believing.

We constantly show our customers scale, brand, quality assurance, product selling point, and after many salesmen finish speaking, customers feel generally after listening.

This requires us to give them some information, color pages, certificates, receipts, customer files and other proof.

Button nine: customers need to promise:

Customers believe that we need more proof from our marketers, let customers believe in our determination, believe in our products and show our confidence. At the same time, do not exaggerate and commit unnecessarily.

For example, customers care about after sales service;

You can say that when we buy our products, we promise that what will happen again is that our sales personnel can arrive at 20 minutes and so on, and the competitors do not have the services.

Button ten: do not cut prices easily:

Price: it is a core issue that affects the national sales staff. Many sales failures are caused by price.

The customer said, "it's too expensive." Does he really feel expensive?

There are other meanings behind this: can customers feel that they are not worth so much money? They may not have so many budgets, or they may be afraid of being deceived.

In short, when customers feel that the price of the product is high, sales staff should constantly increase the value and added value of the product. Instead of cutting prices at will. At the same time, it is also necessary to ensure that the same products are repaid if they are expensive elsewhere.

There are three ways a retail store wants to increase its turnover:

The first way is to increase the number of customers, that is, the volume of customers.

The second chapter is to increase the amount of customers' single purchase. We should learn to sell and sell together.

The third way: to increase the frequency of customer purchase is to let customers become our old customers and repeat consumption; (membership card can achieve this).

How to increase passenger flow in retail stores: Jiang Meng teacher gives you some suggestions.

1: Hang banners at the front door of the store, which can be written on the latest sales promotion, new product information, or some free services provided to customers.

2: more business cards, leaflets; to your retail outlets near the customers often send out business cards; to your new and old customers to send business cards;

3: SMS, telephone contact with customers, often send some SMS to customers, to promote your store;

4: sales promotion activities: activities can stimulate customer entry rate.

The sixth word of store management is to store, that is, the stock we often say:

Inventory seems to be the biggest headache for every retailer now.

A boss complained to Jiang Meng teacher: now I still have 2 million of inventory. The pressure is so big that I should not buy so much. A child dealer dealer said so.

Later I suggested that, since the product has entered your warehouse and is expected to complain about stock here, we should discuss some ways to carry out the products in the sales inventory. It's hard for you to increase sales volume from passive sales. Only by changing your thinking and changing marketing methods can you do so.

Some bosses often say how to sell products that are about to expire. In inventory management, we must achieve the principle of "first in first out", which can reduce the number of products due.

If your retail store is relatively messy, I suggest you purchase a sales inventory software, clearly know your purchase and sale situation, so that you can grasp the purchase and sale in a timely manner, and rationally adjust your business strategy.

Seventh words "interest" managed by retail stores

Interest: not interest, but information about our customers, sales information, competitors' information, upstream suppliers' information.

Customer information: we must classify the current customers, and divide them into big customers (repeat customers, relatively large consumption amounts, introduce more customers' prices), potential customers, new customers, invalid customers, risk customers, aiming at some large customers and potential customers, and do more customer activities and contacts so that they can truly feel your service and existence.

Classic case analysis of customer management: Wang Yongqing (January 18, 1917 -2008 October 15th), Taipei, Taiwan, native to Fujian Anxi; died in New Jersey state of the United States; a famous entrepreneur in Taiwan and founder of Formosa Plastics Group, known as the "God of management" in Taiwan.

One of the most important reasons why he has made such a brilliant achievement in his life is that he can provide more and more excellent services than others.

When he was 15 years old, he was a fellow in a rice store in a small town in Tainan, and was very popular with the shopkeeper, because as long as Wang Yongqing had sent rice, the customers would become the repeat customers of Midian. How did he send rice? To the customer's home, Wang Yongqing didn't walk down the rice as usual, but found the rice jar, first poured out the old rice, then cleaned the rice jar, poured the new rice in, put the rice on the top and covered the lid.

Wang Yongqing also carries two magic weapons.

The first magic weapon is a soft ruler. When he delivers the rice to the customer, he measures the width and height of the rice jar and calculates its volume, so as to know how many meters it can hold.

The second magic weapon is a small book which records the customers' files, including population, address, lifestyle, demand and preferences for rice. In today's terminology, it is the customer information file.

In the evening, all the other guys were already asleep. Only Wang Yongqing was burning the midnight oil, sorting out all the data, transforming the customer information files into a service action plan, so often the customers opened the door and saw Wang Yongqing laughing at a bag of rice with a smile on his back and standing at the door saying, "your family's rice is almost over, and I'll bring it to you." Then the customer realized that his home was really fast.

In this book, I remember the situation of your family eating rice, so your family does not have to run to the rice shop to buy rice in advance, so we will send it to our home in advance. How do you like it? "The customer said, of course, too good, so the customer became a loyal customer of Midian. Later, Wang Yongqing set up a rice shop by himself, because he attached great importance to service and good management, and his business was very good. Later on, the business grew bigger and bigger and became a famous entrepreneur.

Sales information: we have to take stock of our sales situation every day, and how the sales volume of each product is, what is the problem of customer feedback? We should always pay attention to the change of consumer demand, and at the same time, we must constantly transmit and cultivate our product information to consumers.

Competitors' information: competitors' promotional information, competitors' sales information, competitors' price cuts, you need to see through the meaning of others, not that he cut prices, you also want to cut prices.

Upstream suppliers information: we should always look at the information of upstream manufacturers, the information of upstream dealers, we should pay attention to and grasp some of their market strategies and trends, and always understand their meaning, so that we can keep pace with the development.