In the terminal storefront, we often hear salesmen express such helplessness. For example, the new customers they received for the first time felt fine when they received them for the first time, and the customers didn't show anything unusual, but when they were invited into the store by phone or WeChat again, they were repeatedly teased by the customers. No matter how you invite them, you can't invite them over.

The experience of some salesmen is not only helpless, but also more tragic. For example, they worked hard to receive customers several times and introduced products and services, but when customers came to the door, they found that it was other colleagues rather than themselves, and the deal was made! When visiting the customer and asking why, the customer actually said that he had no impression of himself and really wanted to cry!

The study of human behavior shows that all human behaviors are motivated or purposeful, and it is easiest for people to trust those who are familiar with or know themselves when interacting with others. As the saying goes, "the way of communication lies in whether you like it or not", so our sales staff can only do it if they are very familiar with the motivation or purpose of customers coming to the store, and win the trust of customers quickly!

Explore deeply

So, what is the motivation or purpose of customers coming to shopping malls and stores? Let's take furniture consumers as an example to analyze.

To sum up, it includes the following three types. According to different customer motives or purpose types, give salesmen the correct coping strategies and methods. By doing this, we can easily "win the hearts of customers" and let customers "fall in love at first sight"!

First, the types of family information collection

main feature

1, most of these customers buy a house for the first time and decorate it themselves, or partly because they want to transform their home style after the renovation of the first suite, but their positioning of the new home style is still vague.

What these customers have in common is that they are not clear and specific about what kind of furniture style, brand, function and price they want to buy in the future, that is, the demand is still vague.

2. I don't know much about the furniture industry, brands, products, prices and other related information, and I am worried about making inappropriate or unfavorable purchase decisions.

Motive purpose

1, looking forward to meeting professional furniture sales service personnel, helping them understand their needs and providing them with suitable furniture solutions.

2. Expect professional salespeople to provide themselves with more furniture information, case references, brands, products, prices, etc., so as to make the most appropriate purchase decisions.

Coping strategy

1. Ask a few questions first, analyze and confirm whether the customer you receive belongs to this type, and understand the clarity of customer needs. Reference questions are as follows:

1) Are you decorating the first suite or the second suite?

2) Has the renovation of your new house started? What style do you want to decorate your new house in the future What are the requirements for design, function or color? How much budget are you going to spend to realize it?

2. Secondly, after basically determining that the customer belongs to this type, our salesmen should focus on the following steps and contents in the information they communicate with customers, because these information contents are what this type of customers really care about, care about and need, which is also the key to establishing a trust relationship with customers and making them "love at first sight"!

Step 1: Break the deadlock and start the trend.

The purpose is to pave the way for the following communication content. What does this mean? In other words, after warmly greeting customers and serving them with tea, the first three sentences of communication with customers must convey three core messages to customers, so that customers feel that you are the best person to help them solve their problems! What are the three core messages?

First, it is professional identity;

Second, it is professional ability;

Third, it is the angle of altruism.

The following is an example of a reference speech:

"hello! I am a professional home furnishing consultant of XXX brand. During my years in XX, I have successfully helped XX owners and customers to achieve a satisfactory home life! I need to know some information about your new house in order to help you choose the home products you are satisfied with. Ok, please sit down and have a cup of tea inside! "

Step 2: Understand the basic information of customers.

The basic customer information you need to know mainly includes:

First: decoration progress, apartment type and decoration style positioning;

Second, the customer's expectations, design and functional requirements for the new home;

Third: the customer's budget investment.

Step 3: Introduce and experience the products of this brand.

When introducing and experiencing this brand product, we must pay attention to the unique "buy point" of this brand product that can meet customer needs and meet customer expectations according to customer information and customer concerns!

Step 4: Case Reference and Witnesses

As an excellent terminal store, you must prepare some renderings about the interior decoration, as well as some books with high correlation with your own brand products.

As a professional salesperson, we should collect and sort out some product design renderings of different styles and huxing of this brand and a collection of excellent customer models. These materials are very valuable and attractive to such customers!

This type of customers are particularly interested in this information, so after introducing the brand products, we should show them the renderings of these reference schemes and examples, so that customers can clearly understand the clear image of their future home after choosing this brand, and thus have great trust in it because of the professional service of the sales staff! In fact, this is almost half the battle for salespeople!

3. Thirdly, due to the relatively weak urgency of such customers, it is forbidden to place an order prematurely when the signal of forced order is not enough. Therefore, after completing the above steps, establishing the initial trust and establishing the professional image of real estate consultant, once again show your "altruistic attitude" and sincere service to customers, leaving a foreshadowing for further follow-up communication in the future!

The reference voice is as follows:

"It doesn't matter whether you finally buy our products or not. Please add my WeChat, and I will send you some better renderings and some tips for choosing furniture for your reference in the future. As long as I can help you choose the home products you are satisfied with, I will be very happy!"