Online Shop PK Line Store Business Hard To Do, Because You Did Not Do Well.

Many shopkeepers have been complaining about the impact of online shops on physical stores, while online shopping is in the whole.

The proportion will continue to improve.

So what are the advantages of physical stores compared to online stores? What do we need to do to make the stores better able to survive?

First, service: online shop can only call relatives, physical stores can be skin friendly.

Take the after-sales service, the shop can generally return for seven days without reason.

Because customers can evaluate the business, and the evaluation has great impact on the credit of the merchants, therefore, in the process of online shopping, the return is generally relatively simple.

In a physical store, if customers want to return goods because they do not like it, they often make difficulties in shopping guide. The main reason is that they have already sold the product and have to return it.

If it is because of quality problems, the shop guide will even be prevaricate.

After taking the after-sales service alone, most physical stores do not do enough, so don't talk about more services that exceed customer expectations.

In fact, because of the face-to-face contact between businesses and customers, the service sector actually has more thoughts.

Two, experience: online shop can only see false.

The biggest worry for customers to shop online is that the pictures are nice, but they don't know what they will do when they use them.

And the advantage of this entity is very obvious.

This requires that shopping guide is more professional in experience, and many shops do not even make up their own purchases, let alone help and advise customers.

Three, social networking: Internet can only make people empty, and physical stores can make people happy.

Excellent shops will make some customers miss, and even guide shopping as a good friend.

In my private shop, a customer once learned about every cell phone that we guided, and then presented them with a cell phone shell.

Once she quarrelled with her boyfriend and even entered our dormitory.

Every girl should have her own girlfriends and good friends, but why do we choose the dormitory of our shop?

Many shopping processes are not a product purchase, but a social need.

Therefore, the physical store is not bad, but you have not done well.

Many places do not do their own thing, but complain all day shop to the physical store has brought too much impact.

Sudden cooling makes you catch a cold. You don't exercise normally, but you complain about the weather. It doesn't help anything.

So what kind of services do customers really like?

1, a smile from the heart.

Customers want to see their employees smile from their hearts rather than perfunctory empty smiles, which is actually very difficult.

No matter what unhappy things the employee encountered, just stand up to the workplace and smile sincerely. This requires not only good professional accomplishment, but also humanistic care. Only when employees have enough care for employees can they have a genuine smile.

2, employees should have professional knowledge to advise customers.

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Any position must have certain professional knowledge.

When customers have doubts and problems, they want to hear professional answers, rather than just selling or "do not know".

With the progress of the times, the professional requirements for employees are higher and higher, and the professional skills of employees also need to keep pace with the times.

For example, if you see a customer's face, you will know what she needs.

3, do not over sell so that customers can not buy goods that are really needed.

Every employee wants to sell more products, which means that they can get more income.

But employees' desires and customers' needs are sometimes inconsistent.

Sell blindly so that customers can buy unsuitable products. After that, customers will be annoyed or unhappy and will not come again.

A middle-aged woman tried to wear a piece of clothing, which was obviously not suitable, but the dress salesman strongly recommended her to buy it, watching the middle-aged woman pay to the cashier, and the other customers gave her a sweat.

4, return should be as smooth and accessible as purchase.

When you buy, you smile, and when you return it, you will create trouble for customers.

The trouble of returning goods is to prevent customers from buying.

Therefore, we must set the return process simple and simple, so as to arouse customers' desire to buy.

5, customers will always be number one.

The basic principle of setting up process, establishing rules and implementing rules is always putting customers first. Only in this way can those processes, plans and guidelines serve the customers better.

Whether it is to solve the internal problems of the company, or to deal with the external customer relationship, when it is uncertain, hesitant or not knowing how to choose, refer to this article, putting the customer first, everything will be solved.

6, even if goods are out of stock, we must satisfy customers' needs.

Customers want to buy a product and stores are out of stock. In such a situation, consumers are usually told that they are not in stock or need to be noted, and customers are notified when they are delivered.

If we try to satisfy the needs of customers at this time, we will be pleasantly surprised and moved to customers.

7, answer the customer's inquiries in the most perfect way.

There is a crazy article on the Internet.

A reporter was searching for the news from fat east. He asked where a security purchase card was sold, and the security guard led him to the sales place.

Faced with such a thoughtful service, the reporter had to buy a 500 yuan card.

If you do not know how to deal with customer enquiries, refer to this case.

8, sincere recognition of mistakes is much better than rhetoric.

Mistakes are unavoidable in work. When mistakes cause trouble to customers, they should try to make up for them, reduce them to the lowest point and get the understanding of customers as much as possible.

If we ignore the mistake, we will only make the customers more disgusted.

Sincerity is the fundamental attitude to solve problems.

9, we should consistently treat customers.

Whether customers buy goods or not, they must provide customers with a consistent service.

No purchase intention is not reached, and the attitude has changed.

Customers who are not shopping, who are also potential customers, will spread their shopping experience.

Therefore, we should assume that every customer provides enthusiastic service as the goal.

10, write a thank you card for festivals.

For old customers frequented by a large sum of money, write a thank you card to them on holidays.

This thank you card should be unique and unique.

If the text is printed uniformly, the people who receive it will be greatly reduced.

So this card is best written by hand to reflect sincerity.

It is very easy to practice every detail above, but it is difficult and difficult to insist.

Therefore, only by doing every detail for a long time can we get more customers' hearts.