Marketing management skills

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one salesperson how to greet customers?

1, when the customer through the public channel, a salesperson must take the initiative to greet, and a brief description of the counter brands, such as "Welcome to Taiwan Ba Xuan," Welcome to the Apple cowboy "and so on.

2 hours when the customer into the counter: "Welcome Words like ten brand sales of 10, please try it"

3, such as the customer's companions gaze or touch a product, the salesperson industry members should introduce the product in a timely manner all relevant information, such as fabric color. style. work, price, etc.. and actively encourage customers to try.

Second, if a salesperson to help customers choose products please how to do?

1, gladly accepted the request of customers, good staff for their dedication to a simple look at customer's request and under the counter goods situation, boldly and decisively to help their selection, not embarrassed. Customers Please select a salesperson to help is a trust. should seize the psychological, the trust will be transferred to the salesperson goods.

3, such as the customer is not satisfied with peers on how to resolve products?

fellow customers do not agree with that understanding and respect, observe customer emphasis on peer opinion. If customers have a mind, the main push customers favorite products, such as the weight of heavier companion opinion, the first win Peer favor. Praise try effects, and encourage them to companions try it, or seek peer advice appropriate dispute.

4, such as customers try on last stand, they would have to see how to do?

to maintain the attitude of calm, peaceful and happy facial expressions, do not look bad throw or wrestling business Lu. Instead, customers should be advised to walk a few more to see several, do not blindly buy, so as not to buy unsatisfactory goods. Before leaving, remind customers to come back if not satisfactory.

5, such as customers in other counter products when compared with the counter products how to do?

as other commodities have been traded counter and firmly can not say it does not fit or is not good, but application of positive tone, praising his vision, to encourage consumer confidence. Also described the advantages of the counter products, highlighting the difference. As customers hesitated between the two products should be in praise of the counter products, highlighting their advantages, while others praised the appropriate merchandise, so customers will have a sense of trust, not from buying boast, but to give customers freedom of choice, it is No time to stay strong or not denigrate other commodities, or easily lead to customer resentment, the two sides were unable to sell.

six, only one commodity, such as a paragraph, how about it?

this product we are selling very well, other cities have also been out of stock, we first entered the cargo was not any number, this piece you wear is appropriate, do not miss this opportunity, but also a few days I do not know can not purchase.

seven counters in a moment how many people care, but to do?

working hours should be "received a second call to be three" must not focus on services for people ignore or turn away other customers, with customers saying "Sorry, more people now, please wait a moment" "This is the goods you want, you first try, it also has other customers, something you call me," Ren a long time salesperson should try to stand where the widest perspective, taking into account all aspects, pay attention to the backlog from the inside out of the entrainment products people can please help take care of nearby colleagues,

8, such as customers look at how to do do not try?

(1) if that customer has purchased desire, just hang out at random to see when the attitude of neglect should not, should take the initiative to welcome customers, but not too warm, so as to avoid resentment.

(2) if customers choose not to seriously test should actively encourage customers to try on, suggesting that customers wore clothes look better than the results and the full description of goods advantage.

9, such as knowing that customers can not wear, but how customer requirements try to do?

these customers often do not know who can not face their own situation, not thinking independently, not knowing for what, eyes closed.



can take some tips recommended by the relative fitness, such as the customer insisted on trial, can not refuse to not say "no number\to avoid damage due to inappropriate products, if necessary, make appropriate reminders, results are not satisfied with the opportunity to try the method by comparing the ingenious recommend other ways. Encourage the base to continue to try.

10, many customers try and see if not buy, then look again Shiyou test or how to deal with?

many times means that a certain interest to see, another reason not to buy, such as the test again to see that there are transactions or opportunities that each case should be warm and thoughtful help try or watch at the same time be detailed description seize the important advantages of the service, as usual, not to mention the customer try without buying, pretended not to know, do not mind that kind introduction, appropriate praise to encourage purchase.

11, such as the effect of really bad customer tried, but to seek the views of how a salesperson to do?

not contrary to the fact that too much praise, easily lead to distrust. Do not use too much attitude when evaluating a distinctive language, pay attention to words measured, such as fat can be said to plump, well-proportioned, bright colors can be lively, fashion, youth. Do not straightforward consultation not good, ugly, etc., so as not to damage self-esteem customers.

12, light-colored clothing, such as customers to touch to feel how to do?

clothing store be allowed within the display does not appear out of their "I Pazang" "Do not touch me" prompt cards, light-colored clothing must not let customers test.

If customers choose not test light, a salesperson can take certain skills, such as customers feel warm and pick up the goods asked him if he tried, he is willing to service.

try a light-colored products, such as customer requirements, a salesperson can take certain skills, such as slightly undaunted, telling customers is not to try would have light-colored, but you still try it, or do not see the results , to make customers feel is preferential treatment, he would be careful.

13, such as customer shopping in the two commodities could not decide how to do the time?

attention to effects of praise should be sure customers try to say "good-looking." "It looks beautiful," but should avoid saying "very pretty" type of degree is not enough to say.

when customers two products in a dilemma, should observe customers, determine their purchasing power, such as the customer can be identified as a strength, may also merit praise two goods, and that is very suitable for her, only effect is different, try to bring the two kinds of transactions, such as the general strength that customers should see their preferences, customers Which is more like it, and resolutely determine, said: "I see you wear this more appropriate than that a good-looking" to help its rapid determination, to avoid the customer due to not decide, too much to consider and turned not to buy.

14, how and customers can buy a successful transaction?

fully describes the advantages of goods, according to try effect, and praised its unique place, and let the customers feel they no longer have to miss the opportunity, if a code is only one, end of the event to restore the original price, manufacturers have been out of stock and so on.

15, customers shopping anyone to do?

customer shopping give it away, the situation should take the initiative to ask the person, such as age, height and relationship to help customers choose the right size models must take the initiative to remind customers save good shopping vouchers, maintaining the original product as it was, color, size dissatisfied exchange can also be introduced to return merchandise, such as convenience may also encourage customers to try on his behalf, such as the large amount of shopping, take the initiative to suggest its handling VIP card, insufficient funds may also be subtly add some appropriate gifts, gifts for people when the majority of small gifts not into the gift of. It can reduce the cash in return the recipient. Packaging should be more careful to play and let the customers feel.

16, such as customer purchase requirements set demolition of how to do?

According to manufacturer requirements to dismantle the split, if not dismantling sets sales, customers should be euphemism to explain to wear a single set of wear and the effect of the differences, to help customers find ways, such as the purchase of large code re- not suitable for the conduct of appropriate changes, such as the customer does not accept the recommended another commodity, not to refuse to demand an end to service.

17, such as a salesperson on behalf of clients, please try how to do?

not refuse, but to show the same clothes worn in different humans, the effect is very different, I can try it for you, make a comparison, but I am not fit to wear this, do not necessarily have your test good effect.

18, to help take care of the other counters can not find how to do when the goods?

Note the trademark, size, price, fabric components at a glance, can first be introduced under the trade mark, with customers trying on, waiting for colleagues to return. Customers would not wait, can politely told customers first casual stroll, try again later, as customers leave contact information, shall promptly notify a salesperson contact.

19, if a potential buyers, while a return into the counter to consumers how to do?

not neglect return customers can politely ask the customer returns a moment, entertain customers placing orders. If customers try on there schedule to return customers may also request the vicinity of my colleagues try to help take care of customers.

20, such as the requirement of customers to ensure product quality and how to do an oral?

do not do positive commitment to warranties, avoid saying "Do not worry, no problem," like language, as evasive, as I believe brand management is the formal manufacturers, it is standardized, sales are good, has not been any quality problems.

21, when customers select cosmetics carelessly to the ground and broke out in how to do?

customers buy cosmetics, the first salesperson should take the initiative to prompt customers for cosmetics packaging are the glassware, the selection should pay attention to predict with confidence, if you accidentally fall to the ground should not be rude to complain Customers should consult with a discount to sell her.

22, which counters such as customer service asked how to do?

(1) maintain the goods does not affect the re-sale certificate is complete within the time limit can be returned free



(2) If you have questions about the use, we can give you guidance at any time by phone



(3) If you think of ways to deal with these causes of non-quality problems.

23, if customers are still counter test after nine night clothes?

remained enthusiastic service attitude, the attitude should not show impatience.

24, a mall between the dissent and the owner should act as a salesperson what role? What role?

City with the owners in case of disagreements between the preparation is divided into mall owners do not want to participate in a promotion, this time a salesperson in the mall and the owner should be a link between the role play should be to persuade the owners to participate in activities conducive to sales should not be compared between the two derogatory, chatter aimlessly, should serve as a bridge to the mall to explain the practice of suppliers in order to better sales steep to sow discord inside, resulting in more negative.

25, customers do not water a single obligation to save it?

principles: to remind the customers away, such as forgetting an obligation to save, not allowed to withdraw without permission. If Mr. (Mrs.) This is your memo it, please, when the customer refused to put away your best, and said, "I give you to put shopping bags, this is your shopping vouchers, if any problems, you Ye Hao solution.

26, such as greeting customers interrupted when the suppliers came up how to do?

was not to refute when the customer side can be recommended by seven wonderful product or try the machine will pull to the side of customers, and actively introduce, after communication with suppliers, such as suppliers in easily to customer misunderstanding, adverse impression, even on the goods to question, not only affects sales and easy to cause unnecessary trouble.

27, after some customers to buy goods customers do not want to write the file?

with customers on the benefits of complete files. If new goods are promptly informed her, or appear in the future based on such services.

28, such as customer degree of wear soiled or ruined when the goods how to do?

tried before to remind customers carefully, pay attention to language skills, not to cause offense. Indeed broke as satisfied after the treatment does not affect the re-sale to dispose of as much as possible, effects of the sale, ask the manager to assist with customer communication solution.

29, said customers in other cities, such as the brand re-style with some goods cheaper how to do?

generally good brand has a wide distribution network, will further time in different cities, business, and between regions must be some differences, the models listed here in our long, buy now piercing Club even more personality, in that city and he has been selling off a letter into the quality of our channels are not the same.

30, customers said the price cheating how to do business there?

We are a boutique shop, a clearly and all the national retail price maintenance, price departments often go to the mall inspection, Mall of the manufacturers have very strict requirements and must not appear on that you said kind of phenomenon.

31, such as the customer that the goods you, how bad do the price refused to buy?

first customers is satisfied with the product itself, whether the price is the only obstacle that is not worth the price of goods and make the price too high are two different concepts.

If there are questions on the characteristics of goods should take several different price comparison between the different characteristics of attention to Scatter, such as simply making the price high, they can explain to him all the advantages of goods, to highlight the product selling point, outstanding cost-effective, value for money, not to mention commodities this service, businesses reputation and so is an integral part of its price, but spend money on services, honesty is very worth buying.

32, such as the customer said that other similar products cheaper shopping how to do?

clothing is fashionable product, every year the trend of popular color, fashion fabric or style, all brand manufacturers are likely to rush to use, so there are some similar products is inevitable, I clothing do not know why you say cheap, we use the raw materials supply channel and the brand is very regular, and absolutely no adulteration, style version is by the famous type designer, put the result is not feeling like (you try it, looks like you are now to see put on) You can then compare the return is not satisfactory, (try to highlight the advantages to attract customers, but do not blame other people positive products)

33, in the sales over and, suddenly found missing mark, the customer is not authentic brand that does not buy clothes, and how to deal with?

such as in the sales process, the product tag missing, the customer that is a counterfeit product should be compared to find the same goods, patiently explained that because each product is not necessarily a same section, with the code certainly, if only this one, because there is no tag on the promotion of trade should inform the customer to return the one from the factory.

34, when customers purchase finished goods salesman how to do? Customers buy finished goods

but not been made to leave, a salesperson may not be the first to leave, the customer should look at or touch the other commodities, like the conventional description, can not be introduced because of Fear is not added, the customer left the counter to be polite Road Do not, should not avoid that "Slow," "go" like it should say "Welcome again," welcome to the next visit.

35, such as a salesperson to help customers make payment, not a salesperson not to buy?

(1) patience and customer explained, "We shop provision, allowed a salesperson for the customer payment, so be it, I accompanied to the cashier with your payment, you pay as I go shopping I will have be punished, checkout will not receive.



(2) If the customer must pay a salesperson, or not buy, a good salesperson should check first whether there is ***, when the customer side point clear, when should give change to customers, must also be leaving the checkout must be personally handed over to customers.

36, such as customers not fitting room, changing clothes in stores?

should advise customers to the fitting room shade, such as the customer does not agree to an obligation to help customers block the salesperson, mention Kujiao, do not let merchandise floor, dirty.

37, payment of two cashiers are not at the time?

to prevent occurrence of such phenomena, such as special circumstances, can lead customers to other floors of payment.

38, when the mall was found and the actual operations of the relevant provisions in variance

you think should be proposed in writing and submitted to relevant departments, can not leapfrog, in the absence of a clear answer, it can not change the provisions of your personal thoughts in chaos in the staff transfer, distribute, play a destabilizing factor.

39, such as the customer asked why fiber (fiber-lun) clothing than cotton, silk is also your time?

fabric value depends on many factors, although the cost of polyester production is not high, but the production process is very advanced fabric weave, density and so on with different materials such as cotton, the same can not be compared, and clothing prices also brand, design, workmanship, and many other factors, so often is better than cotton, polyester clothing, silk fabric is also more expensive these natural this is normal.

40, No. clothes off short code, how to explain?

this brand apparel goods will not be available in the market as early as the number of how many, at only one, I can call to other cities to see if there are goods, a good brand will not let more pieces of the same city, same product, not a lot of inventory backlog. If you want to have a number which can only prove that did not sell not buy.

41, such as the customer asked whether the pure wool garments?

content according to national standards more than 90%, can be called "pure wool." When the fabrics with wool content of 90% should be called pure wool (note the prompt "This country standards"); when the fabrics with wool content of 100%, 100% should be highlighted hair, tight wool by introducing the advantages of encouraging Customers try.

42, such as the customer asked what fabric clothing, why so expensive when?

fabric is not the only criterion to measure price. As such we operate regular brand clothing, in addition to pay attention to texture and good fabric, the workmanship is very fine, very correct version type, and a limited number of brand clothing has its own cultural background, to wear more comfortable, more taste is the thing some value, in fact, the price is not expensive.

43, order how to do?

(1) to decide the buyers of the premise: customers no longer purchase goods set plan at this time shall be deposited with the appropriate deposit, to decide the buyers need to remind customers as before after the arrival of reneging on some shipping costs will be deducted, indicating the Small ticket. Within the scope of such goods in the purchase, not allowed to collect the deposit, but the order can be registered in order to timely notice, unless the hot commodities, goods must be left to customers to decide the buyers.

(2) deposit of pay: a small deposit all open tickets and handed the cashier.

(3) the return of deposit: When the customer does not timely arrival of goods provided, the deposit should be returned in full. When the goods have been set by the arrival of the customers refused to buy, they should deduct the appropriate balance will be returned to customer freight, payment procedures and return the same to unsubscribe.

44, fancy goods did not bring enough money?

allows customers to leave a deposit, we will leave it to the goods, you be taken away tomorrow, the full complement of goods (goods 1 yd 1 because, in today I can not guarantee that there will be no customer bought, if you leave it on your deposit or we are a safeguard.

45, the customer is not shopping but shopping bag?

shopping bags to customers must be required, should be given help, and to take the initiative for customers to truly experience the feeling of God, even if this is not sales, but has formed a good impression to help customers re-purchase, such as do not give neither sales, letting customers are not satisfied, therefore, is that adverse effects. If rude customers, sales staff can help directly with security.

46, met in the rest of the customers shopping time?

you to the five coffee breaks, there is also a variety of beverages, TV and more elegant environment.

47, enthroned product does not sit chair?

remind For your safety, because the bed is a decorative, easy to be dangerous, if you are tired you can sit in a chair.

48, such as customer samples disagree?

(1) first customers on several customers may be damaged accidentally, but no matter what commodity we are no longer sold, we can return to manufacturers, manufacturers will not let me selling defective products.

(2), need ironing?

first and customers of this clothing is not, as must be for customers to remember it later back iron to take, the time when no customers, good for ironing.

(3), require dry cleaning?

first that only a fine one yard on each to customers also will try to buy good will, if that description is the new Chinese and fewer people, clothes are themselves floating layer of ash, Otherwise the summer clothes have to buy a home first wash. If customers insist dry it, and contact the owners or the manufacturers give the clothes to dry OK, back to customer commitment.

49, customers have finished selecting products suddenly find missing children?

counters in the vicinity to find and notify the announcer.

50, the customer to child placement of counters?

explain the mall with the customer does not permit, and public places to take care of ill effects work, tell him there is always the service desk.

51,womens silk pajamas, customers with children how to do?

(1) When the children come across commodities and facilities; the first to remind the kids attention, while allowing adults to hear, use children can understand the language, such as invalid should be reminded to remind adults (Note use the tone of concern )

(2) When the customer when you help take care of children; should use the melody of tone, suggesting that this service please go to six the total customer service desk, where special services will be more attentive staff take care of your children. ,

(3) When children fall or break something in the glass counter; to use the language of inquiry was concerned whether the child was injured or hurt, can not blame the children, as children do cry, the injured first to appease parents children, after the inspection counter facilities, if damaged and then negotiate with parents, responsibility, clean up when the attention not to hurt children.

(4) as kids run around and away from parents, other counter salesperson should be immediately sent to parents of kids around, and inform parents, the counter salesperson should take the initiative to remind parents to take care of children while the selection of goods.

(5) to counter health products such as children dirty, a salesperson has an obligation to clean up, whether intentional or not, children are not to blame, commodity problems, after consultation with parents, such as pee.







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