Women'S Wear Shop Staff Excavate Customer Needs: Audio-Visual Speaking

1. question method

Three principles should be paid attention to when asking:

(1) do not blindly ask.

Inexperienced operators or clerks often make a mistake by asking customers too many important questions or asking questions continuously to make customers feel like they are being investigated, thus causing repugnance to the operators or shop assistants and refusing to tell the truth.

(2) commodity prompts should be alternated with inquiries.

Because commodity prompts and inquiries are like two wheels of bicycles, which jointly promote sales work, operators or salesmen can use this method to explore bit by bit, and they will surely grasp the real needs of customers.

For example, a customer came to browse the shirt shelves carefully, and the operator or shop assistant went up to him. "Hello, do you want a shirt?" customer: "yes."

(say, look at the shirt) operator or shop assistant: "excuse me, do you like Western Shirt or casual shirt?" customer: "suit shirt."

Operator or shop assistant: "there are many kinds of suits and long sleeves here. I think your size is more suitable for M."

Customer: "ah, you are absolutely sure, please help me get a long sleeved shirt M".

Operators or clerks help customers choose several shirts from their shelves and pass them to customers, saying, "do you want to buy a light grey?" (seeing customers carefully measuring light grey shirts several times) customers: "yes, I always wear light blue and white, and this time I want to change colors, so I think it looks OK to see this gray."

The operator or clerk handed the light grey shirt to the customer and said, "do you feel the texture of it, is it very comfortable?"

Seeing the customer carefully touching, he said, "in fact, the light grey shirt has a sense of the times and is not old enough to set off the maturity of people. It seems that you have a good eye."

This salesman is the combination of commodity prompts and inquiries, first asked one or two questions, and then took out a few shirts for customers to choose, made only some recommended introduction to the shirt, and did not ask customers to answer: "here there are many kinds of shirts, long and short sleeves are all there, I think your figure should be M number is more appropriate."

This sentence is not a direct question, but it means asking customers to have long sleeves and short sleeves, and a large number of customers. Customers listen to the natural enquiries of operators or salesmen, and naturally speak out their needs voluntarily.

(3) inquiry should be gradual.

Operators or salesmen can start from simpler problems, and then observe and judge whether they need to choose some more in-depth questions through the expressions and answers of customers. Like the above examples, they gradually shrink from general discussion to core buying. When asked for more sensitive questions, operators or salesmen can move their eyes slightly away and observe the expression and response of customers easily and freely.

2. commodity recommendation method

By recommending one or two items to customers and watching the reactions of customers, we can understand the wishes of customers.

For example, a customer is watching an alarm clock carefully. This is the operator or shop assistant who should go over to greet her. If the customer is just a simple courtesy, then the operator or the clerk can use the following method to detect the customer: the operator or the clerk handed her the coat that the customer saw, and said, "do you like this coat?"

Operator or salesperson: "Oh, you might as well take a look at this.

It is not only beautiful in color, but also dirty. "

In this way, a tentative word from a manager or a salesperson leads the customer's needs.

After understanding the customer's initial purchase motivation, by recommending several coats, the operator or assistant can grasp the style and price of the coat.

If

Or a salesperson in another way, instead of taking the overcoat as a topic of conversation, instead of asking a general question, such as, "do you want to buy a coat?" customer: "no, let me take a look at it first."

Operator or salesperson: "if you want, you can call me any time."

Although this way of asking questions is much better than the "what do you want to buy," but the operator or shop assistant has not got any clue about the customer's purchase needs, so the operator or the clerk must observe the customer's behavior carefully, and add appropriate inquiry and recommendation, which will quickly grasp the needs of the customers.

How can I listen?

(1) be patient to listen to the customer.

(2) concentrate.

Listening to people is also a learning skill. When a customer speaks too fast or does not conform to the facts, the operator or salesperson must not be absentminded, nor can he show an impatient look.

Because once the customer finds that the operator or shop assistant is not concentrating on listening to his or her own speech, the operator or shop assistant will lose the trust of the customer, resulting in the failure of the sales.

(3) do not listen blindly and ask questions appropriately.

When a customer is speaking, he or she should be patient. In principle, no interruption should be heard, whether listening or not, but it is more effective to ask questions in a timely manner than to stand on the side.

A good listener is not afraid to admit his ignorance, nor is he afraid to ask questions to customers, because he knows that this will not only help customers to figure out the clues, but also make the conversation more specific and vivid.

In order to encourage customers to speak, operators or shop assistants should not only use their eyes to encourage customers, but also nodding their heads from time to time to show their approval.

For example, "I see what you mean", "you mean..."

This is a good idea, or simply "yes", "yes" and so on.

(4) we must recognize the needs of customers.

Customers often put forward some opinions or questions when choosing goods. The operators or clerks must make the opinions of customers published, so as to understand the needs, solve problems and clear up difficulties.

Before operators or shop assistants understand the real needs of customers, they must find out topics so that customers can keep on talking. This will not only avoid misunderstanding in listening to fragment language, but also operators or clerks can observe and understand their real needs from the content, tone, expression and body movements of customers.