As the saying goes, "the customer is God". In the process of clothing sales, we must serve our customers well and answer their questions reasonably. However, sometimes it is really difficult for our clothing guides to answer the questions raised by customers. How does our clothing shopping guide deal with such a problem? Today, Bian Xiao will share the classic words of various embarrassing scenes in the process of clothing sales for your reference.

Question 1: What should we do when we greet our guests with a smile and they don't respond?

Many times, when we welcome guests in, they will say: Welcome! There is not much reaction. Don't look at us Many people are reluctant to talk more when they enter strange shops, for fear of being entangled in shopping guides. To understand the general psychology of the guests, choose a good location and approach the guests at the best time. Many shopping guides hang on their faces immediately after being given a cold reception. The original smile disappeared immediately, and the expression became very stiff.

How to solve it: understanding this mentality, obeying the wishes of the guests, reducing the pressure on the guests, and guiding the guests to know our clothes in a sincere tone to arouse their interest are the first steps to success.

Question 2: It is suggested that the guest try it on, but the other party doesn't want to. What should I do?

This kind of guests feel that it is too much trouble to undress and dress, and they are afraid that it will not fit them, and they are afraid that they will not buy them after trying them on. Either don't accept your suggestion at all, or don't take a fancy to our products at all. Many of them are due to our lack of confidence in products, professionalism and marketing, which directly affects customers' interest in this garment.

How to solve it: Don't put forward your suggestion too early, so that the guest can feel forced on her, grasp the most appropriate opportunity, put forward your opinions sincerely, skillfully use the combination of body and movement, and encourage the guests to try boldly. Stick to your point of view, but don't stick to it blindly. When the guest raises an objection to the style, ask have it both ways to play it by ear.

Question 3: After listening to your suggestion, the guest didn't respond and turned away. What should I do?

This kind of thing happens around us almost every day, but has anyone summed it up seriously? Some of them are eager to close the business and chatter in front of the guests. This suits you and that suits you, which makes the other person very disgusted. In order not to be fooled and not to refute the face of the shopping guide, they turned away without saying a word. Some people don't adapt to the words and opinions of the shopping guide, don't accept them, don't have a general understanding of their own needs, and blindly start introducing them. Do you know what she wants?

How to solve it: as long as the guest's feet haven't stepped out of the store, you have to go forward and do the work. First of all, you should send them off politely. Second, you can ask the guests sincerely: Is there anything that makes you dissatisfied? I very much hope to serve you. Maybe I attach too much importance to your guests, and what I just said may not be appropriate. But if you have any comments, I hope you can tell me selflessly so that I can correct them later. Language should be concise, attitude should be sincere, neither supercilious nor supercilious.

Question 4: I accepted your suggestion, but what if the guest wants to find an excuse to leave?

After trying it on, customers look in the mirror repeatedly, which is very satisfactory, but when they take it off, they often hesitate. What always says: find a friend before buying; I get the money before I buy it; Wait until my husband sees it; I'll go to other stores and come back if there is nothing suitable. . . Words like that to prevaricate our shopping guide. If at this time, you say to her, "Well, you are welcome to discuss it and come back." In that case, you're really taken in. The chances of such a guest coming back are not without, but very slim.

How to solve it: find out the reason why guests don't want to buy immediately, prescribe the right medicine, and exert slight pressure or temptation on each other, such as: this is the last one; The promotion is coming to an end; And the last few gifts; Once you show your willingness to buy, take it to the bar immediately, loudly ask the cashier to pay the bill, and then pack it quickly. Guests insist on leaving, but also give each other enough face, and emphasize that if I turn back, I will still serve you enthusiastically.

Question 5: What should the guest do if he doesn't want the shopping guide to follow her?

In daily life, we are also consumers, and we all have the experience of shopping in the supermarket. But in all the open-shelf stores, we don't want someone to follow you as soon as she comes in and keep selling the products she wants to sell. I feel very annoyed, but I still feel that I am guarding against thieves. I feel very uncomfortable. If you don't understand the guest's mentality, then all you get is: I'm just looking around, don't follow me. Or just ignore you.

How to solve it: In men's clothing stores, the distance from customers is generally 2 meters, but our women's clothing stores are generally small and crowded. According to the distance of men's wear, it is obviously unrealistic. It is feasible to keep the appearance of 1- 1.5. If you follow too close, it will put some pressure on the other side. When I see the right time, I will come forward to serve her.

Question 6: The guests are satisfied with themselves, but the partners on the side don't buy it. What should I do?

When our guests go shopping, they all like to be with their close friends, colleagues, sisters and family. Why? Because they have experienced the power of all kinds of shopping guides, they can't figure out what is true and what is false in the promotion in heaven and earth. I often feel cheated when I buy products I don't like. That's why I pull people I trust to go shopping together, thinking that this is reliable. People in the same trade, in order to live up to the trust of others, are more serious than picking husbands. I can't wait to put my clothes under a magnifying glass and examine them under a microscope. It's normal for guests to like it often, but their peers strongly disagree to buy it.

Solution: While warmly receiving guests, don't neglect her companions. When watching the guests speak, we should always take into account the feelings of the people nearby, and solicit the opinions of our peers with words or eyes at an appropriate time, so that they can participate and win the support of others. When guests enter the fitting room, they should seize the precious time to communicate with their partners outside in order to gain their goodwill. While praising guests for their beautiful clothes, we should seize the opportunity to praise their peers' eyes and tastes moderately. It is absolutely wonderful to have such a friend's opinion. When a partner doesn't want to, don't oppose others, or show disgust and unhappiness. What's wrong with asking her kindly? Is it a color? Length? Or style? Which is more suitable? I'd like to hear your advice.

Question 7: It seems that the deal will be done soon, but the other guests on the side are very talkative. What should I do?

After some twists and turns, we finally persuaded our guests. After agreeing to pay the bill, the guest's mentality is often very erratic before paying the bill in the bar. At this time, once other guests talk too much, it is easy to make all our previous work go to waste. Our shopping guide was angry, his nose was crooked and he couldn't speak. Is there such a situation?

Solution: Clothing store is a place with great mobility, and there are many interactions between guests. We can't stop the communication and interaction between them. In order not to destroy the business, we should make a quick response, stop pestering the chattering guests and get help from the manager, cashier or other sisters in time. Distract each other's attention, at the same time, be natural and graceful, don't panic, and rebuild confidence for the guests who are ready to buy. For example, buying clothes means buying something you like for your sweetheart. Everyone has different tastes and natural preferences. As the saying goes, a department store has hundreds of customers, which is the truth. You still have to trust me. I've been in this industry for five years, so it shouldn't be too bad. Of course, you have to believe in yourself.

Question 8: What if a woman wants to pay the bill and a man doesn't?

This situation is rare. Men must show their faces in front of women. But to pay a man's money, it is very fast and must be unmarried. It must be husband and wife. Why is it so expensive? Is there a discount? How much discount is it? My wife always buys clothes from you, doesn't she get a discount? What we are concerned about now is tangible benefits, and it is not uncommon for men to bargain. Remember, a really stingy man is more stingy than a woman.

Solution: What the shopping guide has to do now is to ask men to pay immediately. Giving him praise is the most effective way. For example, there are really not many model men like you now, and few people don't complain after shopping with their wives for a long time. Buy a beautiful and generous dress for your wife. She's glad you have a light on your face Who doesn't envy that they are not only well matched, but also well dressed?

Question 9: Although she likes it very much, she says that her colleagues have the same one. What should I do?

This era of individuality is not the same as that of the whole country before the reform and opening up. Every woman who loves beauty wants to dress the best, the trend and the focus. The last thing I like is to wear the same style or even the same style as others. This makes people feel uncomfortable, because she lost the opportunity to be original and was afraid that people would talk about who dressed better.

Solution: the shopping guide can talk to the guests from the aspects of color and fancy on the basis of agreeing with each other's opinions. For example, it is true. You and your colleagues have a good eye. This style is really the latest fashion, the latest fabric, and also the favorite one, including the boss and us. This one sold well when it came, but it's almost the same. You can't tell it without looking carefully. This is not what ordinary people can wear. I think this color, red and blue, is most suitable for people with your temperament. Would you like to try it on?

Question 10: When the guest says: I bought your clothes before, and the quality is not very good. What should we do?

I don't think it's a bad thing that such a guest can tell you her true opinion. At least she felt our products and can visit again, which shows that she has not completely lost confidence in us. It is true that our products come from many manufacturers, and there will naturally be a certain gap in processing technology and level. To say that there is absolutely no quality problem is to cover my ears, and I won't believe it myself.

Solution: After consulting the other party first, she is willing to say, and listen carefully to what she said is a quality problem. What is the problem? Then, we should make a sincere statement and give her opinions back to the company so that manufacturers can pay attention to them in the future. At the same time, it sends an important message to the guests that different batches of clothes are more or less different in workmanship and fabric. We are a responsible big company. We sell clothes within the stipulated time limit, and we are responsible for the end. In order to eradicate the worries of customers who want to buy but dare not.

Question 1 1: Why don't you sell XX brand?

Our stores are in the form of big goods and boutiques. Looking at our beautiful decoration, neat display and ubiquitous store name signs, many people think that we are selling products with store names. This is normal, just explain it a little.

Solution: You can say: Oh! We are a large clothing company, the manufacturer is in Guangzhou, and there are many chain stores all over the country, in XX city; XX city; XX county has our specialty store (mainly around ourselves and places familiar to guests). It is precisely because our noodle restaurant is relatively wide that many powerful manufacturers take the initiative to join. We sell not only our own products, but also the products of other famous manufacturers. At present, the new products of our own manufacturers have not arrived at the store, and you can't see them yet.

Question 12: The customer said: Why haven't I seen your brand before?

When guests choose the goods and shops they are interested in, they tend to be deeply impressed by the brand. Whether our brand is deeply rooted in the hearts of the people in a place is related to the length of time to open the store, the choice of the dock, the style of decoration and the classic style. Especially when the new store opens, in a strange area, guests have a brand-new understanding of us, which takes a period of perception and running-in.

Solution: We are a national chain store and have our image stores in many provinces. In XX city, we just opened, and it didn't take long to open. Maybe you didn't know us before. This way, please May I introduce you?

Question 13: The guest asked: Why are the clothes in the shop next door the same as yours? The price is still cheap!

Customers who like shopping are far more familiar with the structure of local goods than we are. Where are the styles? What is the price? They can be counted as several treasures Our goods come from a wide range. If we can buy them, others can buy them. The good goods sold quickly spread. Where there is KFC, there is McDonald's. This is a world of business wars, and no one wants to eat alone.

Solution: Our goods come from regular manufacturers and are uniformly distributed by the company. I don't deny that some popular styles are similar, classic styles and even pirated ones. The fabrics of these goods; There is a big gap between the workmanship and our genuine products, so it is impossible for ordinary experts to tell them apart. Our products have been selling well, and many customers patronize us. They all know that you won't like those cheap counterfeit products.

Question 14: What should I do if I buy your clothes and they are all over the street in a few days?

There is no denying that what this guest said is a common phenomenon. Our goods sell well, not to mention all over the street, even our competitors are everywhere. How do you answer a guest who tells the truth like this?

Solution: Indeed, you are right. Our products are very popular here. Thanks to the long-term support of many customers and friends like you, many of our products can be seen in the street. Can we say that our clothes have been liked and recognized by many people, representing the latest fashion, marking the latest trend and deducing the latest classics? Personal temperament is different, and the taste of wearing is completely different.

Question 15: Why can't we make a counter-offer? People are discounted?

This kind of problem haunts our ears every day. When almost all the guests pay the bill, we have to answer again. If the answer is good and the guest is satisfied, the bill will be OK. If the answer is not good, the previous preparation will be in vain. It is a simple instinct of guests to make one last effort before paying the bill, which we should fully understand.

Solution: Sorry, we are a chain store of the company, and all the goods are priced by the head office. This price is a discount price approved by the head office. Old customers know that we never ask for prices indiscriminately, and of course we don't bargain. We have a unified computer cashier system, and we have no right to work when the boss is away.

Question 16: What should a guest do if he wants to buy one of the suits?

Because of personal interests and physical reasons, guests will ask to wear only pants or dresses, clothes or skirts. For example, some brides-to-be want to buy wedding dresses for their wedding, but their big bellies make it difficult for them to buy suitable ones. Some people even ask for bigger skirts and medium-sized tops. How does the shopping guide receive her at this time?

How to deal with it: All our products arrive at the store in batches. If we need to supplement, there will definitely be a delay in time, and some may not be able to make up. There will also be differences in colors, so in principle, guests are not allowed to open them and buy them. A little explanation will be acceptable to the guests.

Question 17: What should customers do if they bring faded clothes to make trouble?

Customers often take clothes that have faded or shrunk badly because of improper washing, and come to the store to find trouble. Faced with such a guest, our shopping guide is at a loss. For example, last winter's cotton hug was made of pure wool, which shrank badly after washing.

How to deal with it: We generally require a warm reminder to be posted in the fitting room or under the bar glass: 1 Please clean the clothes correctly according to the washing instructions. Please wash your summer clothes in cold water with transparent soap. Do not soak in washing powder or hot water for a long time. Don't expose them to the sun! Wait a minute. After the guest pays the bill, the bar staff had better emphasize to the guest that if dry cleaning is needed, it must be suggested. It's really the guest's own problem, so we should explain it patiently. It's really something wrong with our fabric, and we can't pass the buck.

Question 18: What should I do if I return the clothes I just bought?

Things are different when you go back, some are colleagues, friends and family. It's not nice or appropriate. Some saw the same clothes, but others' were cheaper and regretted it. Some do have quality problems and so on.

How to deal with it: It depends on the reason why the guest left. Ordinary guests are easy to deal with as long as we receive them politely and communicate with each other in a sincere tone. In line with the principle of not intensifying contradictions, what can be changed and what cannot be changed can be changed. The guest's attitude is too tough, don't blindly insist. If you don't want to send the bill, you still have to return it to someone else. After all, we are doing business in one place, and we still have to go back to do business. This is not a matter of one or two days, nor is it a matter of procrastination. The golden ratio of guest influence made by American experts is 1: 8: 25. That is, a guest can directly affect 8 people and indirectly affect 25 people. This single business will affect the business of your next 25 people. Are you making a profit or losing money?

Question 19: I tried many sets and the guests were very satisfied. I don't know which set to buy What should we do?

There are some wandering guests who have no ideas and opinions. After trying many sets, they have no idea in front of the shopping guide. I don't know which set to buy I tried and tried and shot and shot. I have been asking the shopping guide and people around me. What advice should you give her?

How to deal with it: customers are confused, and shopping guides should be sober. At this time, it is only one step away from the final payment. It is related to the question of whether to buy one set or several sets in the end. At this point, the first thing to ensure is the success rate, in case the guests can't buy anything at all. Focus on the main push, such as: 1, saying that it looks good on the first try and believe in yourself at first sight. Say the yard is beautiful. There are many beautiful colors to say. The purpose of saying that the yards are neat and the colors are beautiful is to prevent the guests from having room for change once they make a mistake, and at the same time try to introduce a large number of goods.

Question 20: I don't want to see the shopping guide dressed beautifully and I can't wear such an effect myself. What should we do?

Our window models and shopping guides show our products to our guests every day. The guests who come in will be influenced by them to a certain extent, which is also the original intention of our request for the exhibition. Some guests like the clothes on the shopping guide very much, but after trying them on, they will take them off immediately if they are not in good shape compared with the shopping guides around them. The self-confidence of the guests has also been hit.

How to deal with it: this phenomenon is very common. Some guests like to see what styles other guests are trying, so they try what styles themselves. Shops are always communicating with each other. You are dressed beautifully, so to speak. You are more feminine and refined than me. This dress is actually more suitable for a successful lady of your age with temperament. You see, I haven't arranged it yet. . . It's really inappropriate Try a style that can give full play to the advantages of guests and avoid their physical shortcomings. At the same time, we should give her a strong self-confidence and let her have the concept of-I am confident and I am beautiful.

Question 2 1: What should I do if a guest tries on clothes and wants you to take the bag?

This seemingly simple thing will cause disputes if you don't pay attention. Generally, this situation is more common in winter. When guests try on clothes, they will give their bags and other things to the shopping guide. Of course, our shopping guide will be very smart, but as we all know, it's okay to connect well, and if it's not good, it's a big trouble. For example, 1, a customer handed the shopping guide a beautiful box, and when she finished trying on the clothes, she said, I have a precious vase in this box, and now you have broken it. See how to compensate! There is a gold necklace in my bag, but I can't see it now. Your guide must have stolen it. At this time, no matter how you explain it, it is pale and powerless. Even if you have 10 thousand mouths, you can't make it clear.

How to solve it: our headquarters generally does not recommend you to pick up guests' belongings, especially valuables. When guests come in and out of the fitting room, we should remind them to bring them in and out. At the same time, post a warm reminder in the fitting room: Please take good care of your valuables, and we will not be responsible for any loss! If you really want to interview outside, when someone asks you to help me with my things, you must first ask if there are any valuables or wallets in it before you can answer. As the saying goes, there is no need to harm people, and there is no need to prevent people.

Question 22: Why did you reduce the price of the clothes you just bought a few days ago? Come back when you have a discount.

Customers will continue to pay attention to the clothes they buy and the stores they like to go to. We often hear people complain: really, I don't give a penny discount when I buy it. It's only been a few days since I bought it. That's all. I'm bored to death. I'll buy it again next time you reduce the price.

How to solve it: all the goods in our company are distributed by the headquarters in a unified way, and the prices are also approved in a unified way. None of our chain stores has the right to specify and reduce the price without authorization. The company will carry out some unified promotional activities in seasons and holidays, and we must resolutely obey and cooperate. Of course, no one wants to buy products that are more expensive than others. Why don't you leave a phone number and I'll let you know as soon as possible when we have another activity?

Question 23: What should customers do if they not only want a discount, but also double the gift?

Asking for discounts and gifts is the last scene for guests to go to the bar for their own benefit. There are many such guests, and sometimes their high notes directly affect other guests in the store. Some people can threaten not to buy another pair of socks, forcing our shopping guide to commit a crime.

How to solve it: What our shopping guide can explain to customers is that the price can't be less, and there are signs on the wall and bar: (clearly mark the price and refuse to bargain). The method of refusing counter-offer is not repeated here. As for gifts, they are not expensive in themselves. It only represents a small gift from our company. The quantity is small and needs to be shared with more guests. If you leave more than 1000 points with us, or become a distinguished gold card guest of our company, we will send our blessings and gifts especially for your birthday. Do you like it?

Question 24: What if the guest loses something?

We often have guests who leave umbrellas in front of the store on rainy days. I found it missing when I left. Let's pay in the shop. Other situations are rare at present.

How to solve it: When it rains, when guests enter the store, they are given a plastic handbag and are required to carry an umbrella with them. This can not only prevent water from dripping on the floor, but also show our concern for our guests. What needs to be emphasized here is that our shopping guide does not need to remind guests to take care of their mobile phones, wallets and other valuables. If you fail to operate according to the regulations and lose your umbrella again, the shopping guide and the store manager have the responsibility to compensate in time, and the expenses shall be borne by the parties concerned.

Question 25: Will your clothes pille?

Wool clothing in winter is generally expensive, so there are often guests who have some questions about maintaining this piece. Some guests like clothes made of this material very much, but they are afraid of trouble in maintenance and will go out of shape after pilling. Often shopping guides are evasive when answering, and don't know how to answer, so they simply say: That's absolutely impossible. This kind of guarantee, after the guest bought it back, really hit the edge ball, and when he comes to you again, how should he face it?

How to solve it: As long as you pay a little attention, cuffs and seams generally don't pilling. As long as the clothes really contain wool, there is no absolute pilling. If such a problem really occurs, we are always willing to provide you with a good maintenance service. After steaming, it will be as good as new.

Question 26: What should guests do when they enter the store while eating vegetables?

Some guests or children like to eat in the street and walk while eating. When they come into the store to eat sugar cane, corn, hot dogs and other foods, our shopping guide often ignores this point and only remembers to greet guests to look at clothes and try them on. As we all know, once a guest's hand touches clothes, it may pollute our clothes.

How to solve it: handing paper towels is the best way. The guest will immediately realize your concern about her diet. Although you didn't say anything, all the guests understood you. This will not offend others, but also reflects humanistic care. So do guests who smoke. Give him an ashtray.

Question 27: Is there any quality problem with your special clothes?

Everyone likes cheap clothes, but they are afraid of being cheated and buying inferior ones, so some guests will ask questions about quality.

How to solve it: Our clothes are uniformly distributed by the headquarters, just because a small number of seasonal changes and code breaks will have special sales activities. No matter the original price or the special price, we will not sell products with quality problems. If you are cheated this time, it won't do us any good not to come to us next time. We are basically regular customers' businesses, so don't worry about buying.

Question 28: What should I do if I say that the leather of your leather coat is fake?

In winter, the price of leather clothes is generally not low, and the degree of authenticity of leather by guests varies with the price. Thousands of real furs at a time are definitely not fake. However, fashionable leather clothes need styles, and guests don't have such high requirements.

How to solve it: the leather of popular leather clothing is mainly synthetic PV leather. After dyeing, washing and shaping, the ready-made clothes are not only bright in color, smooth in leather, but also smooth in hand, and all materials have the same texture. Different from the previous real cowhide or pigskin clothing, this kind of leather is thick, rough to the touch and different in texture.