Sales skills and presentation skills are the embodiment of sales ability and also a kind of work skills. Sales is a process of communication between people. Below I have compiled a sales skill and vocabulary necessary for shopping guide for your reference.
Necessary sales skills and shopping guide language
I remember when shopping guide training, the instructor focused on how to deal with the contact between shopping guide and customers. If a customer approaches the counter, the salesperson greets the customer first. Everyone knows the basic manners, but sometimes there are some situations, including the following three situations:
The first case is: asking questions actively will cause customers' disgust. If a customer approaches the counter, the salesperson will ask, "What do you want?" When the customer heard this question, he not only refused to accept it, but questioned the salesman: "You can't read it if you don't buy it!" " Both sides are embarrassed.
In the second case, due to busy business or other objective conditions, sometimes the salesperson can't take the initiative to ask every customer.
The third situation is that some customers only look at the goods, and the salesperson doesn't ask. In this case, we should find a good time to ask questions.
When customers stop at the counter, when customers touch goods or discuss goods with other customers, when customers come to the counter with money, it is a good opportunity for salespeople to ask customers. Language must be civilized, polite, sincere and cordial, and the first sentence should be properly addressed. What can I do for you, miss and sir? Use language tactfully and become active. For example, the clerk at the counter was sorting out the goods and didn't notice the customers coming to the counter. At this time, the customer shouted to the clerk, "Miss, show me this dress." The clerk should put down the sorted goods at once. While putting down his clothes, he asked, "Are you wearing it or are others wearing it?" This question belongs to wit, from passive answer to active question, which can lay the foundation for the smooth progress of the whole service process. Be flexible. When a salesperson asks a customer a question, he can't stare at "What do you want, Miss?" What do you want, sir?
At the same time, we should also do this: ask questions according to the situation.
First of all, according to the age, gender, occupation and other characteristics of customers, flexibly decide the content of questions. Taking the initiative to ask questions can dispel customers' doubts, and at the same time, it can quickly understand customers' purposes and provide a basis for the next service.
Then: Our answer: When the customer chooses a commodity and thinks the price is too high, the salesperson has two answers to this question: one is "Although the price of this commodity is higher, the quality is good", and the other is "Although the quality of this commodity is good, the price is higher." Although these two sentences are just reversed, they give people a completely different impression.
Before and after the two statements will make customers feel that this product is of good quality, even if it is expensive, it is worth buying. Answer customers' questions according to their expressions. This means that the clerk answers the customer's questions while observing the customer's reaction, so as to understand the customer's attitude towards the goods and determine his own answer. If the customer asks the shop assistant, "What color should I wear?" The clerk pointed to the customer and said, "I think this color is beautiful, don't you?" If the customer says "Yes, it's really nice", the salesperson can continue to introduce it. If the salesperson shows the simple pattern to the customer, the customer will frown and say nothing after seeing it. Salespeople should understand that customers are not satisfied with this and should show it to customers in bright colors, otherwise it will definitely affect customers' buying mood.
Finally, to say a polite farewell to customers who are about to leave the counter is not only a simple polite expression, but also has rich internal meaning. A caring farewell. This farewell is used for special customers and careless customers. For example, elderly customers are slow in words and deeds and have poor memory. When the salesperson says goodbye, he should say in a friendly and caring language, "Grandpa, please take it well and walk slowly on the road!" This farewell speech meets the psychological requirements of elderly customers from the use of words and intonation.
When a careless customer leaves after shopping, the salesman should say, "Miss, please put your money away and take your things well. Goodbye! " In this way, customers will feel that the reminder of the sales staff is too timely, thus generating gratitude!
There are many skills in language and art, and shopping guides should be used according to different situations. This is not only a sign of courtesy, but more importantly, it brings pleasure to customers after the transaction, laying a foundation for future services, thus establishing a good social image for the company's brand.
How do salespeople improve their sales language ability?
Salespeople should pay attention to language art if they want to make product introduction attractive and stimulate customers' interest and desire to buy. Show your language charm to customers. Please note the following points:
1. Introduce in a language that customers can understand.
Easy-to-understand language is most easily accepted by the public. Therefore, you should use more popular sentences in language use to make your customers understand. Salespeople's introduction to products and trading conditions must be simple and clear, and the expression must be straightforward. If the expression is unclear and the language is incomprehensible, communication barriers may occur and the transaction may be affected. In addition, salespeople should also use the unique language and conversation style of each customer.
My company has just moved to a new office area and needs to install a mailbox that can reflect our company's characteristics, so I consulted a company. The young man who answered the phone listened to our request and insisted that we wanted the CSI mailbox of their company. This CSI confused me. I asked the salesperson if this CSI was made of metal or plastic. Is it round or square?
The shop assistant was stumped by my question. He said to me, "If you want to use metal, use FDX. Each FDX can be equipped with two non-commissioned officers. " The letters CSI, FDX and NCO confused me, so I had to say to him, "Goodbye, I'll contact you later!" " "
We want to buy office equipment, not letters. If the young man speaks English, French or Japanese, I may be able to hear something, but these codes confuse me, and I'm embarrassed to admit that I don't understand them at all. Forget it, save yourself some face and I'll buy it at another house! Therefore, the first thing a salesperson should do is to introduce his products in a language that customers can understand.
2. Introduce by telling stories
Everyone likes to listen to stories, so if you tell stories to introduce your products, you can get good results. Once, when I was investigating in a shopping mall, I came to the counter of Haier refrigerator. I pretended to be a customer and said to Haier's sales staff, "Is the quality of your guaranteed?" The salesman didn't say that much, but told me the story of Haier President Zhang Ruimin smashing the refrigerator when he took office. A story made me immediately pay tribute to the quality of Haier's refrigerator.
Any commodity has its own interesting topics: its invention, production process, the benefits that products bring to customers and so on. Salespeople can choose lively and interesting parts and string them into exciting and moving stories as an effective sales method. So Paul Meyer, a sales guru, said, "In this way, you can cater to customers, attract their attention, arouse their confidence and interest, and then achieve the purpose of sales without difficulty. "
3. Impress customers with vivid descriptions.
When I am doing training, I always tell the students this sentence: "Speaking must touch the heart of the customer, not the head of the customer." Why do you say that? Because the customer's wallet is closest to his heart and touches his heart, it touches his wallet!
The most effective way to impress customers is to describe them vividly. For example, once I went shopping with my wife, the lady who bought clothes said a word to her wife, asking her to take out her wallet without hesitation, but I couldn't pull it. What did the salesman say to my wife that was so magical? Simply put, the sentence is: "Wearing this dress can make you beautiful." The phrase "make your beauty perfect" tempted my wife. This female shopkeeper is really good at talking and doing business. In the customer's mind, it is not that the customer is managing her business, but that she is perfecting the beauty of the customer. Although this is also a compliment, it sounds completely different.
4. Explain in humorous language.
Everyone likes to deal with humorous people instead of staying with a dead person, so a humorous salesperson is more easily recognized by everyone. There are always two insurance salesmen in my neighborhood. They belong to two different companies. Once, when I was consulting. I am skeptical about the efficiency of insurance companies. At this time, the salesman of Company A said that nine times out of ten, his insurance company delivered the check to the policyholder on the day of the accident. The salesman of Company B said to me, "That's nothing! One of my clients accidentally fell from the upstairs, and I had given him the paid check before landing. " Finally, which insurance company should I choose?
Humor can be said to be the golden key to successful sales. It has strong appeal and attraction, which can quickly open the door to customers' hearts, make customers have a good impression on you and goods or services after smiling, thus inducing the purchase motivation and facilitating the rapid conclusion of the transaction. So the attraction of a person with language charm to customers is simply unimaginable. An excellent salesperson is someone who knows how to integrate language art into commodity sales. It can be said that a successful salesperson should cultivate his own language charm. With the charm of language, there is a possibility of success.
Ten taboos for salesmen to talk with customers.
1. Avoid arguments
When communicating with customers, marketers should never forget their occupation and your position. You know, arguing with customers can't solve any problems, it will only arouse customers' disgust. If you have a heated argument with your customers on purpose, even if you have the upper hand and win, you will be very happy, even if you refute your customers until they are speechless, torn to pieces, blushing and ashamed, but what do you get? It is the loss of customers and business.
Avoid asking questions
When communicating with customers, marketers should understand and respect customers' ideas and opinions, and never talk to customers by asking questions. Talking to customers in a questioning or interrogative tone is a manifestation of impoliteness of marketers and disrespect for people, which is the most harmful to customers' feelings and self-esteem. Remember! If you want to win the favor and appreciation of customers, don't ask questions.
Avoid orders
When talking with customers, marketers should show a little smile, be kind, speak softly, communicate with customers in the tone of consultation, negotiation or negotiation, and never talk with people in the tone of command or instruction. Always remember one thing-you are not the leader and superior of the customer, and you have no right to tell the customer what to do, give orders and give instructions.
Avoid showing off
When you talk about yourself when communicating with customers, you should introduce yourself realistically, with a little praise, and never get carried away and brag about your origin, knowledge, wealth, status, performance and income. This will artificially create a gap and distance between the two sides. You should know that between people, head to head is the closest; Pockets and pockets are farthest. Remember, your wealth belongs to you personally; Your position belongs to your unit, temporarily; But your service attitude and service quality belong to your customers and are eternal.
Avoid straightforwardness
As the saying goes, "if you don't hit your face, you won't expose people." When we communicate with the customer, if we find that there is something wrong with his understanding, don't directly point out that he is not? That's not right either? Most people are most afraid of losing face in front of everyone, being embarrassed and straightforward. Kant once said: "The biggest insult to a person is that he is stupid;" For a woman, the biggest insult is being ugly. "We must look at the people we are talking to, make our words meaningful, take actions according to different people, master the skills of conversation, the art of communication, and be tactful.
Avoid criticism
When we communicate with customers, if we find some shortcomings in him, we should not criticize and educate him face to face, let alone accuse him loudly. You know, criticism and accusation can't solve any problems, but will only lead to the other side's disgust and disgust. When talking with people, use more words of thanks and compliments; We should praise more, criticize less, master the scale of praise and criticism, criticize skillfully and innuendo.
7. Avoid majors
Don't use technical terms when selling products. For example, when selling insurance products, because every insurance contract has professional death or disability clauses, most people in China are afraid to talk about the words death or disability. If you talk to your customers so unscrupulously, it will definitely lead to their unhappiness.
Step 8 avoid monologues
When talking to customers, we should encourage them to talk. Through his speech, we can know the basic situation of our customers. It is forbidden for marketers to sing monologues or monologues.
9. Avoid cold talk
When talking with customers, the attitude must be warm, the language must be sincere, and the words and manners must show true feelings, enthusiasm, sincerity and sincerity. As the saying goes; "Touching people, never mind feelings", this kind of "feelings" is the true feelings of marketers. Only by using your own true feelings can you get the feelings of the other party. In conversation, coldness will inevitably lead to silence, and silence will inevitably lead to the decline of business.
10. Avoid being outspoken
When talking with customers, marketers should have a loud voice, beautiful language, cadence, clear rhythm and coarse voice. The speed of speech is fast and slow; There are high and low tones; The tone is heavy and light. Be lively, relaxed, lively and lively. Don't speak regardless of rank, speed, rhythm and pause, stiff and inflexible, and have no vigor and vitality.
Sales skills of cake shopping guide
1, the most beautiful
It's not that we think it looks good, but that consumers think it looks good. Some people think strawberries look good when piled up. Some people think that black and white is the best way to make your target consumers feel good. Can you do it and win the appearance?
2, the most noble
Not every company can produce a "black swan", and it is not necessary. People wear crowns on the tops of more than 0/000 shops in/kloc-.
We use top raw materials, the best technology, gorgeous packaging and the best service to create a high-quality, one-pound cake of 2300 yuan, which consumers don't think is expensive. Thirdly, the consumer is too expensive, not because he has no money, but because he thinks you are not worth it. Can you win by quality?
3, the most delicious
Many consumers think almond cakes are too sweet, but the amount of powdered sugar can't be reduced, so the sourness is improved in sandwiches, thus reducing consumers' greasy feeling of sweetness. Grasping the taste buds of consumers is the most delicious. For example, can using earth eggs enhance the flavor of cake blanks? Unique modulation of' fresh cream', selected fruit collocation, let the delicious play to the extreme, see if it can stand out from the taste?
4, the most fun
If you can't do the above three points, there is another way, that is, can you enhance the entertainment of the cake? There is a QR code on it. Before cutting the cake, everyone takes out their mobile phones and sweeps them, and some short videos of blessings recorded by friends will pop up. There is a lump of mustard in the cream, and the cake orderer knows exactly what will happen on his birthday. I feel a little sorry for the birthday girl. I've had enough DIY. Can I play micro DIY? Sell creamy cake blanks, then send a bottle of sprayed cream, a small box of chocolate ornaments, a small box of diced fruit and a chocolate pen. At the birthday party, everyone can "play" a birthday cake within 10 minutes. Will this birthday be more interesting?
5, the highest cost performance
Not to reduce your profit, but to reduce your cost through your supply chain management, production management, process optimization and other means, so as to gain a competitive advantage in price. Small profits but quick turnover is certainly wrong.
6, the most fashionable
Keep bringing forth the new and keeping up with the fashion trend. Can a popular dress and popular elements be implanted in your cake? The movie Super 8 is very popular. If a model's cake is made in the movie, will fans not like it?
7, the most personality
Non-mainstream, like punk style, it is best to have low sugar and no sugar on the birthday of the elderly. For girlfriends' birthdays, of course, there is no moral integrity and no lower limit. I can't bear to look directly at some products, but young people just like them. If there is a cake with a basketball theme, people who like basketball are definitely the first choice.
You must be able to do at least one or two of these seven things, and you must combine them with marketing propaganda to maximize your value.
Next, I will talk about sales skills, which are divided into four parts: environment creation, understanding demand, product introduction and final decision.
First, environmental construction.
1. Since birthday cake is an important business segment of your bakery, there should be at least one reservation area for birthday cake. It is an important action to sit the guests down and pour them a cup of tea or coffee. The most important thing is not to improve the quality of service, but that if the guests sit down and are willing to stay for more than two minutes, the probability of transaction will soar. The coffee had better be hot, so that the guests won't leave in a hurry.
2, this environment should be able to stimulate the seller's desire to buy, I know you have beautiful cake display, or models, but also a photo album that blinds me. But even this would not be enough We need to create a happy atmosphere and a happy feeling for our birthday. On the walls, videos and photo albums, there must be scenes of people celebrating their birthdays, scenes of a family blowing candles around their babies, scenes of a group of young people having a birthday party, and scenes of indifferent smiling faces that need close-ups. Peach blossoms also need to be matched with human faces in order to set each other off.
Some cake shops have too many styles, so it is easy for customers to be picky. Whether it is a paper photo album or an electronic photo album, there must be a product index and classification. According to the crowd: children's world, fashion celebrities, elegant scholars, youthful vitality, longevity than Nanshan. Can be classified by material: fruit manor, chocolate world, fragrant cream. It can also be classified by style: sportsman, second world, family fun, French and so on.
Second, understand the needs.
I have said in countless places that the price consumers are willing to pay is directly proportional to the time they are willing to pay. People spend 10 yuan to buy a loaf of bread, and the time they are willing to pay is 3 minutes. Ask the consumer 1-2 questions at most to understand the demand. For 200 yuan's birthday cake, it took 10 minutes, and consumers were willing. We can ask 3-5 questions.
1, who is the birthday for;
2. What's your preference?
3. What kind of birthday party or party is it?
4. How many people are involved;
5. Who are the main participants?
These are common questions, and guests may not be willing to answer you, but the more you know, the greater the sales opportunities.
An excellent shopping guide learned that there would be a 10 table on the guest's birthday, and successfully advised the guest to replace a 3 kg cake with 1 kg 10 cakes, and each table was given one as a dish. Direct sales growth, give a big compliment.
Third, product introduction
Please don't forget that the "seven best things" mentioned at the beginning of this article are to introduce your "best things" to consumers according to the needs you learned in the previous step. This one is called Beauty and the Beast, which is the most fashionable. This is for students' birthdays. They are all young people, and everyone likes them. This style is called "French", which is the most upscale and has the most face to entertain friends. You should tell the guests what good materials are used, and the guests will tell them before cutting the cake. And this "sunset glow" is made of Belgian chocolate, which is the most delicious with the cream prepared by our master. It will definitely be happier for a family to enjoy together, and this birthday will be happier. This is the value brought by the most delicious food.
Product introductions are empty talk, so it's better to try them, and so on. What? Try the birthday cake! Yes, you are right. I was right. Good food needs a reason. Why can Lou Meng Jie give a lecture in the baking industry? Because he has been in the business for 12 years, he has given 1000 training courses. That's the reason. The bottom of the cake, the chocolate part, the matching fruit and cream flowers are ready to taste.
"Sir, all our cakes are made of earth eggs. This fragrance tastes obviously different. Please try it. "
"Beauty, you see, the strawberries on our cake are all winter strawberries in Han Dong, and the fruit shop sells 70 yuan a kilo. Please try it. " Just this action will immediately distance you from your competitors.
Fourth, the final decision
The mistake of many shopkeepers in the bakery is that when guests come in, they tell them how much discount our cakes are and how much discount they can get, which directly lowers the grade and value. Be sure to tell the guests what discounts they can enjoy after introducing the products to them, while the guests are still hesitating or asking about preferential activities. At the same time, take out the order and start filling it out, or let the guests start checking the items in the cake themselves, and the cake will be over. Naturally, this action should start as soon as possible, without waiting for the guest to say "OK, I'll buy it." This is the language of action.
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