To Seize The Customer'S Heart Is To Seize Our Profit.

Nowadays, the discount and marketing activities of shops in the market are endless. People are very popular in the process of activities, but once they are finished, they are almost at the end of the door.

This is because too many discounts and promotions make consumers ignore the quality of the product itself and become extraordinarily sensitive to price.

This situation is neither conducive to the training of repeat customers, nor to the maintenance of old customers.

So how can we shift the focus of the consumer to the product itself and train more repeat customers? Let's take a look at these skills.

1. greeting customers is like greeting their guests.

Allen once said that customers have 80% success in business.

In terms of customer service, 80% of the success is to treat customers like their own guests.

When guests come to our homes, we will greet them immediately, right? Even though it's just a trivial matter, in service, it will be more meaningful to provide timely and friendly greetings to our customers.

A customer waited for 30 seconds or 40 seconds, but often felt that he had been waiting for 3 minutes or 4 minutes.

When neglected, it will feel that time is slow. Instant greeting will reduce the pressure of customers due to waiting.

Friendly greetings can help customers relax psychological pressure in unfamiliar environment and make service work smoothly.

Therefore, we ask the service staff to provide instant greetings, conversations and calls for customers to feel welcome when they enter the store.

2. treat the "repeat customers" well and treat the first time customers well.

Consumers may either be "head customers" or "repeat customers".

If we want to occupy the market, we must attract "return customers" and "repeat customers".

Everyone likes to hear other people's sincere compliments. He can give compliments to customers in seconds. It can effectively increase mutual friendship with customers.

Making yourself a habit of praise will soon change your relationship.

Establish a harmonious and pleasant atmosphere of service and service.

3. word of mouth is free advertising.

The "word of mouth" advertisement featuring "reputation and enthusiasm" and "high quality products and services" is suitable for any store. Good word of mouth can be pmitted ten to ten, and only good word of mouth can open up new sources of tourists. Only in this way can more "head customers" become "repeat customers".

In short, whether guests turn back is that your service lies in your know-how and marketing art.

4. meet the needs of guests by using "supernormal service".

"Supernormal service" is flexible and creative.

Customers are consumers who "spend money on services" and are eager to enjoy their psychological needs. This is a manifestation of "economic psychology".

Therefore, we need to evolve from "single service" to "dual service", that is, not only to serve high-quality "functional service", but also to win the satisfaction of guests with high quality "psychological service", and the importance of "psychological service" will be enhanced day by day.

Although supernormal service, but if the guests really need, they can make the guests really satisfied, and why not? But also to guess the minds of the guests, before serving guests, to provide guests with a high quality of "psychological services", fully embodies the "help others happy" spirit.

5. how to provide convenience, the market is in the "convenience"

"Convenience" is a huge market, only through this market to open up the source.

When the guests browse, pay attention to the guests' dynamic, catch the body language of the guests in time, that is, the information of the guests' needs, find out the tiny movements of the guests, and provide services for the guests in time, so as to facilitate the normal purchase of the guests.

6. people like to associate with familiar people.

People like to deal with familiar people and familiar environment, and have a natural doubt about strangers and environment.

As an employee, try to familiarise yourself with others and make the shop front familiar.

Keep in mind the guest's name, understand the taboo of guests, memorize the preferences of guests, especially some "return visitors". When customers go shopping again, the familiar people and environment will make guests feel a sense of intimacy and become loyal customers.

7. learn to use your eyes to talk with customers.

When you can't speak loudly, you can communicate with your eyes, tell the customers about the information you want to serve him, but the reasonable arrangement of time is very important.

It is recommended to use the 10 second rule, that is, if you are busy entertaining another person, you should use your eyes to communicate with customers in 10 seconds.

If you use verbal greetings, you don't have to interrupt the services that are being done with the customers. Just take a pause and glance at them to catch the new customers and reduce the complaints and dissatisfaction caused by the customers being left out.

8. hold the guest up.

Patient service can influence guests, win the guests' satisfaction, and change the guest from "intentional refusal" to "satisfactory acceptance".

Self esteem is one of the most sensitive nerves of human beings.

A person feels a sense of respect when he treats others with cordial and enthusiastic attitude.

Therefore, in the service work, we must emphasize "all alike".

The smooth interaction between shopping guides and customers depends largely on whether the guides are able to protect their self-esteem.

Reception is not only a question of service, but also shows whether you respect the guests.

No matter how much the price of the product is, it should be displayed according to normal conditions. Whether it is purchased or not, it is a guest and has the right to be respected.

9., say "please" and "thank you".

It seems to be out of date, and you may say that some customers are not polite to you, but that's not their job.

To establish close relationship with customers and acquire customer loyalty, "please" and "thank you" are important words, easy to say and worthy of our repetition.

10. by name or surname.

A person's name is his or her favorite voice. When others are writing to us, we try to find and use our names. We feel very cordial.

So, when appropriate, introduce yourself to customers and ask their names.

If you can get customers' names from credit cards, pre orders or other documents, you will find unexpected results in your work.

However, don't be too close together. It is usually called "Mr. X, Miss" more insurance, if people like to be called by their names, they will inform.

11. listen to customers' opinions and often ask, "what should I do?"

Few people can really listen to other people's criticisms, but listening to criticism skills offers an opportunity to exceed expectations.

It is very important to listen to others' opinions, because some ideas are derived from others' criticism of you. If you want to be good listeners, you should first cultivate a receptive attitude and a way of listening.

First of all, we need to judge what people are saying, not to care about the way they speak; to be calm, not to judge immediately before customers finish, learn to keep eye contact, learn to listen to others, prevent interference, always regard customers as the center of your attention, and let customers clarify situations so that they can fully understand their needs.

Instead of showing a hostile tone, ask questions in a sincere and informal way.

In short, it is important to get feedback from customers so as to better assess their expectations.

12. smile is essential.

As the saying goes, "without a smile, you can't say that you have a complete work dress." or, as a cynic says, "smile and smile make people want to know what you want to do."

But more importantly, it tells customers that they have come to the right place and are in a friendly environment.

13. appreciate the diversity of others and people.

In our daily service and reception work, most customers are pleasant, and a small number of people are obviously hard to serve and trouble.

Everyone has a unique personality. He loves finding people who are troubled by us. Most of them are people who do not like us.

So we have to learn to accept this difference, but we need to know that as long as we treat our customers well, we will make them feel friendly.

This requires us to constantly strengthen language training, quit negative and arbitrary habits, and focus on the positive aspects of your "free" (inner conversations) and others' comments.

Do not make any judgements. On the basis of providing quality services, we should fully mobilize all kinds of sales promotion methods, pay attention to marketing art, learn lessons from them constantly, sum up experience constantly, and think more about the flexibility of "software service", so that the overall service of stores will have a "qualitative" leap.