words of reception for new customers

words of reception for new customers, when customers come into the store, they need to receive them quickly. In daily life, as a salesman, our main job is to recommend our products to customers. Let's take a look at the words of reception for new customers and related materials. Generally speaking, in this whole process, customers will go through four key stages: customers just come to the store-customers enter the store-customers stay in the store-customers are purchasing-customers leave the store. The verbal analysis of each link is as follows:

1. The customer has just arrived at the store

Analysis: Before the customer comes to the store, the store shopping guide must stand in a good position, smile and nod at a distance of three meters, greet with words at a distance of two meters, guide with gestures at a distance of one meter, and give a warm welcome, so that the customer can enter the store happily. Its standard greeting speech should be:

"Hello, sir/madam! Welcome to Boss Electric Appliances! "

Simple and clear words highlight three important factors: greeting, greeting people and implanting brand names.

Of course, in the face of many visits to the store or regular customers, our greeting words are different:

"Hello, Mr. Wang/Miss! I'm glad we meet again! " (handshake)

Second, customers enter the store

Analysis: For ordinary customers, the home building materials industry is an industry with low attention. If there is no demand for products in this area at home, customers will basically not understand the specific situation of brands and industries, but when they have demand for these products, customers are eager to fully understand this industry and knowledge, so when they first came to our store.

entered the store as a judge, who mainly wanted to have a comprehensive understanding of the whole industry, but when they came to a strange environment to face unfamiliar shopping guides and products, they must have walked in with a guard against being deceived.

at this time, the shopping guide should be able to calm the atmosphere and stabilize people's hearts to stabilize customers. Therefore, many words are reflected in the content of concern:

For example, when the weather is very hot/cold, words should be: "It's very hot/cold today, so it's cooler/warmer here. Let's have a cup of water/hot water/tea/coffee first."

For example, if a customer walks in tired, he should say, "Go shopping around and make sure you are tired. Come here and have a rest and have a cup of water/tea/coffee first."

For example, if a customer has brought a child, he should say, "Yo, the children are so cute. Come on, we have many toys here!"

relax customers' mood by caring about customers or paying attention to the words around them, and never start talking about buying and selling products.

Third, customers stay in the store

Analysis: When customers come into the store, whether they are willing to stay depends on the three minutes after entering the store. Why is it only three minutes? Because most of the strange customers usually come into the store, at this time, despite the care or attention of entering the store and the service action of serving tea and water, the customer's defensive mentality still exists, and trust in himself is established as soon as possible within three minutes, so that customers are willing to stay in the store. Then at this time, our words should focus on building the trust of customers.

There are three common ways to talk:

1. Self-introduction

"Sir/Miss, let me introduce myself first. My name is Wang xx, who is the gold medal kitchen appliance consultant of our boss. Please call me Xiao Wang!" (handing over the business card)

"Can I have Mr. Zhang/Miss's business card? May I have your name, sir/madam? "

let people know you, know how to address you, know your identity, and know what problems you can help people solve! At the same time, you can exchange business cards conveniently and get to know the customer's last name.

2. Background information

"Which community do you live in?" "Is the home newly renovated or reinstalled?" "What is the progress of the house decoration?" "How big is the house?" "What style is the decoration?"

By greeting these questions in a casual way, one does not directly talk about sales, and the other grasps the background information of the subsequent recommended products to customers, and at the same time finds topic support for the next compliment.

3. Sincerely praise the words

"XX community, I heard that the environment of this community is very good, with large green area, many sports facilities and a swimming pool. It is very complete, and Mr./Ms. is really blessed to live in this community!"

"121 square meters, with such a large house area, you can see at a glance that Mr./Ms. must be a successful person in her career!"

"XX style, many friends have chosen this decoration style this year. This style is very fashionable and has a unique taste. Mr./Ms. is really good at choosing!"

Of course, compliments can also be given from other aspects, such as voice, personal image, dress and so on.

Compliments accompanied by body movements (eyes, smiles, gestures, etc.) will greatly enhance the compliment effect.

4. homonym marketing

Listen to the accent and find the same point: "Sir/Miss, it seems that you are from xx?" "Oh, then we are fellow villagers!"

Look at what you're wearing to find the same point: "Sir/Miss, you also like this clothing brand, so do I, and I especially like the spokesperson of this brand!"

Listen to the voice to find the same point: "Sir/Miss, your voice is especially like my best friend. I didn't pay attention to it at first, but I thought it was my best friend! I am so happy! " Of course, in the process of greeting, we can also find more similarities: alumni, speaking in the same tone, hobbies, idols, hairstyles, chasing the same drama and other topics. Words of reception for new customers entering the store 2

Customers enter the store to sell

When customers enter the store, they should first give a welcome speech. When browsing the goods, customers can follow the customers at an appropriate distance, observe their actions with the corner of their eyes, give them an appropriate space and time to appreciate the products, and then enter the reception and introduction when the time comes.

So what are the key actions that customers will take in the browsing process, and we need to provide services for customers:

1, brightening eyes, studying products

2, finding labels, checking prices

3, comparing with the mirror, and asking for details

Once the above key actions can appear, shopping guides should pay attention to them, indicating that customers are interested in this dress, or.

of course, apart from selling our products correctly to our customers, the words in appropriate scenes are also helpful to our sales.

1. New product recommendation

Customers are paying more and more attention to product styles. Is it the latest and most popular? Generally, the latest products are one of the biggest selling points in sales.

recommended words

1. "Elder sister, this is the latest model we just arrived. Let me introduce it to you ...".

2. "Hello, this is the most popular minimalist style this year. This way, please! I will give you a detailed introduction. "

3. "Dear, you have a good eye. This model is very suitable for urban white-collar workers like you. Try it on and feel it."

false words

1. "Madam, a new model has just arrived. Are you interested?" .

2. "This is our latest model. Do you like it?" .

3. "Dear, red is popular this year. Do you like it?" .

second, product promotion

sometimes the shopping guide only cares about the sales of new products, and often ignores the introduction of promotional products. You know, some customers who pursue cost performance are very concerned about discounts.

recommended words

1. "Miss, we are doing activities in our store. Now is the best time to buy!" .

2. "Hello, welcome to a certain brand. At present, all the goods are 28% off, and you can get them if you buy more than 2111 yuan ...".

3. "You are so lucky. Now you have a big discount, with a 51% discount for the whole audience."

4. "You are lucky, and now you are doing the activity of buying new products for xx".

Wrong words

1. "This row is on sale, please have a look.".

2. "These are all old products. Buy 3 and get 1 free".

Third, praise the customer

Appropriate praise will make the customer be elated, and the customer will think, "Give money to anyone, and give it to be happy."

recommended words

1. "Little sister, you really have a good eye. What you see is our designer's style this season. There are only two pieces in the whole store …".

2. "Dear, you know how to wear it, and the plain coat makes you match it too well."

1. "Dear, this one you tried on is much better than the one you wore when you first came in."

2. "This one looks much better when you try on it than your friend."

4. Manufacturing uniqueness.

recommended words

1. "Our promotion time is these two days. After that, there will be no discount, so it is the most cost-effective time to buy now, or you will have to spend hundreds of dollars more. It would be nice to use that money to buy more other things."

2. "Miss Jie, the latest style designed by our designer is a limited production and limited sale style in order to ensure the uniqueness of the style".

Wrong words

"You can go shopping at will, there is absolutely no such style in the whole shopping mall"

In fact, we will get different sales results when we have a good opportunity and good service in the sales process, so we must pay attention to the scale and give customers the most "comfortable" service in the sales process. Words of reception for new customers entering the store 3

Sales words skills in the face of various situations and problems

1. When a customer says, "I don't need a product with so many functions and such good quality", what should the salesman say in this case? Wrong statement: "this is not very good either!" I understand you. I just want to know why you say that. Correct statement: "You are absolutely right, but it is very cost-effective for you to sell such a good product at this price."

2. What should a salesman say when a customer disagrees with the after-sales service of the product? Wrong statement: "I can't help it if you say so." "Why do you say so?" The correct statement: "What do you think can make you confident?" Just like the first salesman's answer is obviously a little emotional, the more emotional you are, the more customers will feel that there is something wrong with your after-sales service.

3. What should the salesman say when the customer says he is a little fat? The wrong statement is "not as fat as you say". The correct statement: "no, fullness is a person's blessing, and it shows that you are happy, isn't it?" Besides, many people can't force this. "

4. What should the salesman say when the customer says the product is expensive? Wrong statement: "Not expensive! Compared with our peers, our price is not much higher. " The correct statement: "Now customers who buy products care about value rather than price. I believe you are more experienced than us in this regard. You will know after reading the products first." Only in this way can customers agree, and then they can continue to use this method to let customers continue to agree and finally clinch a deal.

5. Why are your products so expensive when customers say? What should the salesman say? Wrong statement: "Is this price still expensive?" "We don't bargain here." "Then give me a price." "Now there are activities in the store, and if you buy more, you will get more. This price is the most suitable."

the correct statement: "yes, I understand that if we just look at the marked price, it will really make people feel this way, but I want to tell you that our high price is completely a good after-sales service. Everyone pays attention to after-sales when buying products, especially this big commodity.

you have to keep up after the sale. am I right? To give the simplest example, why do many people buy school districts now, just for children? In addition, the construction of such communities must be better than other places. Do you think so? "

6. when the customer says that it can't be cheaper? What should the salesman say? Wrong statement: "There is really nothing we can do", "We can't do anything according to the company regulations" and "I'm really sorry, this price is really the most favorable". The correct statement: "Yes, I can understand your feelings.

Because we all want to buy the best products at the cheapest price, but I'm really sorry. I hope you can understand that every product has its cost, and we need to be guaranteed in quality and after-sales service, right? "

7. when customers say that I am an old customer, can't you give me a little more discount? What should the salesman say? I'm afraid many people have met this situation, right? A false statement; "I'm really sorry, this price is for old customers, just like others are afraid it is difficult to get it." "You are our old customer, and you should know that this is our rule here!"

the correct statement: "I really appreciate your support for such a long time, but I'm really sorry, especially at this point, I hope to get your understanding, so that I can give you a gift in my own name, and I hope you must accept it"

8. When the customer says that I know your boss and I don't want to find him, you can give me a discount directly! What should the salesman say? Wrong statement: "Sorry, there is no way" "We follow the rules.

even if the boss comes, it's the price. " The correct statement "that's great, then you should know that our store pays great attention to integrity and service, and the offer is honest and reliable, the quality is guaranteed, and the money is assured, don't you think so?"

9. What should the salesman say when the customer says that the price is higher than expected? Wrong statement: "Your estimation is wrong" and "That's impossible". The correct statement: "What was your original expectation? What is your standard? " After the customer answered, the salesman said, "Oh, I see. Let me reflect the facts to you. . 。”