Customers vary widely, and customers of different ages, genders and occupations have different needs for services. Different occasions, different ways, customer needs are different. Some can be seen at a glance, and then the waiter can provide corresponding services according to the age and gender of the guests. Some of them cannot be simply observed with the naked eye and need to be guessed by other means. For example, customers like spicy dishes when ordering, and waiters can recommend some similar dishes to customers.
Be good at observing characters' language and capturing customers' service needs. Language is a very important basis for waiters to judge the real psychological needs of customers. Attendants can often identify customers' psychological state, preferences, interests and dissatisfaction from customers' communication and conversation or customers' soliloquy. For example, when a customer was eating flavored dumplings, the waiter heard the customer say to himself at the dinner table, "If only it were sweeter." The careful hotel staff immediately added sugar to the customer, which moved the customer. For another example, several customers entered the restaurant talking and laughing, and the waiter heard a customer say that it would be good to try seafood when he was in a coastal city. When ordering, the waiter stood by and said, don't you gentlemen want to try some seafood? Then, an employee immediately introduced a series of seafood dishes in the hotel to customers, and introduced the cooking methods, flavor characteristics and nutritional components in detail. The introduction with relish made customers hungry and eager to taste. After tasting, customers cheered and praised the waiter.
The customer's psychology is subtly reflected in the customer's words and deeds. While observing the spoken language, waiters should also pay attention to exploring the subtle psychology of customers through their behaviors, actions, manners and other silent languages. Once, the staff of a hotel in Shanghai noticed that an elderly American guest didn't sprinkle salt on the eggs like other guests when eating fried eggs. Instead, carefully absorb the oil on the fried egg with a napkin, then cut the egg yolk and egg white with a knife, and then eat the egg white with white bread. The next day, when the American guests came to the restaurant for breakfast again, the fried eggs sent by the hotel staff were only egg white without egg yolk, which surprised the American guests. Later, the hotel staff learned from the customer's account that the American guest suffered from severe hypertension and was very cautious about eating greasy and high-protein food.
Let customers feel that the waiter's service is everywhere, and also let customers feel at ease. Improper follow-up will only make customers feel psychological pressure. For example, customers can't keep a close eye on customers when shopping in the department of the mall, which will make customers feel the pressure of having to buy and feel uncomfortable all over. Waiters should create a relaxed shopping environment for customers, so that customers can choose freely, but at the same time, they should not let themselves go. When realizing that the customer is interested in something or ready to buy it, the waiter should introduce it in time, so that the customer can feel the respect of free space and always appreciate the attention of the waiter.
A picture, a person standing there, looking outside the fence, outside is the market. People tend to build cars behind closed doors, take it for granted, build cars behind closed doors, and judge and make decisions with their own ideas, rather than the actual situation of the market. This is not right. We should carefully analyze the market and clearly grasp what customers are thinking.
The owner of Wal-Mart in the United States had a habit of standing at the door when looking at the facade. He said that what problems the company has encountered and what customers think of the company can only be found by standing at the door. A hotel's most prone to problems must be in its lobby, so the hotel must have a lobby assistant who is responsible for observing the market for the hotel manager. Unfortunately, many assistant lobby managers just sit there playing computer, or writing official documents or reading documents. The assistant manager of the lobby should stand in the middle of the lobby and look at the whole lobby to see what happened. Just like the boss of Wal-Mart in America, he stood at the door to see what happened to the customers. So the picture just mentioned inspires people that managers should be close to the market, stand on the "fence" to see what is happening in the market and pay attention to what customers are thinking.
Triumph is a brand of women's underwear. After entering China, I held a "curtain chase" in Beijing and other places. Underwear has sold well since the performance on the bridge. Triumph's boss said that women can't make all the money. The key is that you know what women are thinking, and that's the most important thing. Triumph never talks about selling women's underwear, but promotes women's dress culture, thinks from the standpoint of women, and grasps what women really want to pursue most. Therefore, if you want to know where the customer is, you should always keep your mind on the customer.
Instead of sitting in the room with the door closed and making decisions for customers.
Observe the psychological stage of the guests through behavior. We can't sell her a few pieces as soon as we see her, but we should patiently guide her step by step to the final sale. Customer's behavior is often the external manifestation of psychology. If you can observe the customer's behavior by yourself, it is not difficult to find the customer's psychological needs.