Customer Has The Final Say After Shopping.

The status quo: unable to retain customers is a common problem in every store, and it is also a key link affecting the sales performance of the store.

Analysis: before customers enter the store, the company will spend a lot of money to attract customers into the store, from brand promotion to storefront construction, such as flooring, lighting, sound, window, etc. these links in the store are more important, attracting customers to enter the store's hardware facilities.

Within 3 minutes after the customer enters the store, if shopping guide can not establish a basic relationship with customers, that is, customers do not want to listen to introductions, then the next product introduction will be twice the result with half the effort and even attract customers. Annoying feeling ,

　　 Customer Behavior Description:

A, let me take a look. B, or walk around in circles. C, without a word, expressionless.

Then:

1, why are customers reluctant to listen to the introduction of shopping guide?

2, why no matter how hard the shopping guide is?

3, why are customers just wandering around?

4, why do customers always deal with us and just look around?

Answer: there is a kind of money interest relationship between customers and shopping guide, which leads to distrust of shopping guide. There is a layer of ice belt, which is an obstacle and even indifference.

As a shopping guide, if we want our customers to stay, and be willing to listen to our explanation, and willing to communicate with us, we must do away with the ice belt, that is, how to melt the ice belt.

　　 Customer behavior Psychology Routine analysis:

First, we will analyze the psychological state of customers when they enter the shop, so that we can objectively understand customer behavior. When customers enter the shop, they will inevitably have some mental alerts. They usually show that they are unwilling to answer questions about shopping guide, and do not want to speak more. Because they worry that once they are open, they may be caught up in shopping guide, so customers want to protect themselves. The choice is to try not to speak or speak less.

　　 customer Before entering the shop door, we must enter the welcome state.

1, welcome guests is our first impression to customers.

Welcome guests -- its biggest goal is to make the customers in the shop feel comfortable, and do not let customers feel strangeness, doubts and distance at once.

2, identify the right time to approach customers.

According to the practice of store: customers will receive immediately when they enter the store. The first sentence of reception usually has 4 kinds:

A, "Miss, can I help you?"

B, "Miss, what kind of products do you need?"

C, "Miss, what price do you need?"

D, "Miss, please take a look at it and call me anytime!"

In the face of such an inquiry, how should I answer? The answer is always: I'll take a casual look at it, or pretend not to hear it. Then, there will be a layer of "ice belt" between the shopping guide and the customers. Then, it will appear stiff and even embarrassed, and, of course, the difficulty of selling will also increase.

In fact, when customers enter a store, they have certain purpose. Before they have found the target, or before they find products that are of interest to them, the shopping guide will intervene in the customer's scope of thinking ahead of time. Even chattering about the product will often be rejected by the customers' current psychology.

Summary: the time for shopping guide to receive customers can not be too early, which will attract rejection. But it can not be too late. This will also make people feel snubbed and inconsiderate. Shopping guide needs to learn to observe with the remaining light and observe the right time.

Generally speaking, the customers entering the shop can be divided into two categories, one is the active customer, the other is to rush to find the target, or to ask directly whether the shopping guide has its own products, and the second category is silent customers.

Active customers are relatively well received. For example, when a customer enters the door and looks around, it seems urgent that you can expand the following shopping guide process.

As for the second category, it is the headache for everyone. For silent customers, we must give customers certain choice space, including time space and physical space.

If you say this again, miss, what can I do to help you? That will bring some pressure to the customers, so that customers will say "look at it first".

Analysis: after greeting guests, shopping guide should give customers 10-20 seconds of independent browsing time, and this time is the stage of shopping guide seeking. Under normal circumstances, in such a short time, the silent customers will have the following 5 situations.

A, touch the goods with your hands and look at the labels.

B, always looking at the same commodity or similar commodity;

C, see the shopping guide,

D, walking and stopping, wandering and wandering.

E, browsing speed is fast, there is no obvious target.

Analysis: at this time, shopping guide should move forward quickly, seize this critical opportunity and start approaching customers.

First of all, shopping guide should keep a certain distance from customers.

Second, never do anything unrelated to work, chatting, reading and so on.

Taboo, because these behaviors make it hard for customers to believe that you are a standard brand.

Suggestion: the behavior of shopping guide must be related to work, and it is best to be dynamic so that you can easily observe the state of the customer and make it easy to find the machine, for example, you can change the model and clean some corner.

3, do not give customers too much pressure.

Tip: the pressure of behavior often comes from the wrong language.

What is stress?

Pressure is to make customers feel uncomfortable.

What is the result of discomfort?

Is psychological tension, alert, want to get rid of uncomfortable!

There are two reasons for customer discomfort.

The first is that the most sensitive part of the customer is to pay for her or the psychological strain brought by too much money.

The second is not to infringe on his (her) private space, not to be entangled, because now customers are becoming more and more self, and more and more about the freedom of private space.