Shop Guide'S Language Skills Tips

When you remember the guide training, the key points of the tutor's explanation are how to handle the contact between shopping guide and customers. If the customer approached the counter, the salesperson first greeted the customer. Basic courtesy is known to all, but sometimes there are some situations. There are three situations:

The first situation is that active questioning causes customers' antipathy.

If the customer approached the counter, the salesperson asked, "what do you want to buy?" the customer not only did not accept the question, but asked the salesperson: "no, no, I can't see it!" both sides were very embarrassed.

The second situation is: because of busy business or other objective conditions, sometimes the salesperson can not take the initiative to ask every customer.

The third situation is: some customers only look at the goods, and the salesperson is not.

Under these circumstances, we need to find a good time to ask questions.

When customers stop in front of the counter, when customers touch the merchandise or discuss with other customers, when the customer holds the money to the counter, it is a good time for the salesperson to ask the customer.

Language must be civilized, courteous, sincere and kind.

Such as: Miss, sir, what do you need?

If the counter salesperson is sorting out the merchandise, he does not notice the counter coming to the customer. Then the customer shouted to the salesperson, "Miss, please bring this dress to me."

The salesperson should immediately put down the finished products and come over and put aside his clothes and ask, "do you wear or wear others?" this question is euphemistic, from passive reply to active questioning, laying the foundation for the smooth progress of the whole service process.

Be flexible and act according to circumstances.

The salesperson asked the customer if he could not stare at "Miss, what did you buy?" "Sir, what do you want?"

At the same time, we need to do this: we must act according to circumstances.

First of all, we should flexibly decide the content of the question by considering the age, gender and occupation of the customer.

Active questioning can dispel the doubts of customers and quickly understand the purpose of customers, so as to provide the basis for the next service.

Then: our answer: when the guests choose the goods and feel the price is too high, the salesperson has two answers to this question: one is "the price is slightly higher, but the quality is good", and the other is "the quality of this product is good, but the price is slightly higher."

These two sentences are just before and after.

It turned upside down, but it gave a different impression.

Two kinds of statements will make customers feel this product.

OK, even if the price is high, it is also worth buying.

Answer the customer's enquiry according to the expression of the customer.

This means that when the salesperson looks at the customer's response, he answers the customer's inquiries, so as to understand the customer's attitude towards the goods, so as to determine his answer.

If the customer asks the salesperson, "what color do I wear?" a salesperson's finger says to the customer, "I think the color is very nice. What do you think?" if the customer says, "yes, it is really nice", the salesperson can continue to introduce.

If the salesperson shows the simple pattern to the customer, the customer will wrinkle his eyebrows without looking at it, and the salesperson should understand that the customer is not satisfied with it. He should show a bright color to the customer, otherwise, he will definitely affect the customer's purchase mood.

Last: Farewell

Saying one or two polite words of farewell to a customer who is leaving the counter is not just a mere gesture of politeness, but rather a rich inner meaning.

A caring farewell.

This kind of farewell is for special customers and careless customers.

For example, the elderly customers are slow in words and deeds, and have a poor memory. When the salesmen send off, they should use a friendly and caring life language, saying, "Grandpa, please take good steps and go slowly on the road!" this farewell language is very consistent with the psychological requirements of the elderly customers from the choice of words and the use of intonation.

When a careless customer chooses to buy a product to leave, the salesperson should say, "Miss, please pack up the money and get the things ready. Goodbye!" so that the customers will feel the reminder of the salesperson is too timely, so that they can feel grateful.