In the final analysis, lighting shopping guide is a "physical work", which is more meticulous, meticulous, and meticulous. Any detail may drive away customers. There are fewer mistakes than those who make! However, some mistakes may be unconscious, such as the following:
Scenario 1
We smiled, but the customer did not respond. He said nothing or answered coldly: I look at it casually.
[Error response 1] It doesn't matter. You can take a look.
[Dealing with Mistakes 2] OK, you can take a look.
[Error response 3] Well, take a look first. Call me if you need help.
Template drill
① Shopping guide: It doesn't matter. It doesn't matter whether you buy it now. You can learn about our products first. Let me introduce our lamps to you first... What color is the furniture in your bedroom?
Comments: First, follow the customer's wishes, ease the customer's psychological pressure with a relaxed tone, and briefly introduce the characteristics of lamps and lanterns. Then, turn the conversation around and guide the customer to answer questions in the way of asking questions. As long as the customer is willing to answer our questions, they can ask questions in depth, so that the sales process can move forward smoothly.
② Shopping guide: It doesn't matter. You should look more when shopping! However, I really want to introduce our newly developed "crystal sand" series of products to you. These days, we are selling very well. You can understand it first. Come here, please.
Comments: First of all, we still agree with the customer's meaning, and ease the customer's psychological pressure with a relaxed tone. Then the conversation turns to a sincere and excited tone to guide the customer to understand a certain product, and by the way, we guide the customer to go with you with powerful gestures. As long as the customer is willing to go with you to understand the product, the guide can ask questions in depth to understand the customer's other needs, so that the sales process can move forward smoothly.
Viewpoint: Shopping guide is not a guide to purchase, but an initiative to guide customers in the direction of purchase.
Scenario 2
The customer really liked it, but others in the same industry didn't buy it. They said, "I think it's average. Let's look elsewhere.".
[Wrong response 1] No, I think it's very good.
[Wrong response 2] This is our main style this season.
[Error response 3] This is very special. How can it be ugly?
[Wrong response 4] Whatever others say, what do you think?
"No, I think it's very good" and "this is very special, how can it be ugly?" It is purely the wrong response of the shop assistant to find a taxi. This statement is simple and lacks persuasion, and it is easy to lead to confrontation between the shop assistant and the companion, which is not conducive to creating a good sales atmosphere.
"This is our main style this season" is not a horse's mouth. "No matter what others say, what do you think" is likely to attract the dislike of the company, and the customer must stand on the side of the company, and the sales process will be terminated.
Template drill
① Shopping guide: Sir, you not only have unique views on lamps, but also are very attentive to your friends. It's good to bring your friends to buy lamps together! Please ask, what other aspects do you think are not suitable? We can exchange views, and then help your friends choose the things that really suit him, OK?
Comments: First, sincerely and skillfully praise the accompanying buyer, and then ask him for advice on home purchase. As long as the accompanying buyer is willing to give his opinion, it means that we have won his support and the probability of successful sales will be greatly increased.
② Shopping guide: (to customers) Your friend is very expert in buying lamps and lanterns, and he is also very careful. No wonder you will bring him to buy lamps and lanterns! (To the accompanying buyer) Excuse me, sir, what do you think is not satisfactory? You can tell me that in this way, we can work together to give advice to your friend and help her find a lamp that is more suitable for their home, OK?
Comments: First, indirectly praise the accompanying buyer's professionalism and carefulness to the customer, and then ask the accompanying buyer's opinion to make him his own advisor. As long as he gives suggestions, the sales process can continue.
Viewpoint: accompanying buyers can be both enemies and friends
Scenario 3
Although the customer accepted our suggestion, he left without making a purchase decision.
[Error response 1] This is really suitable for you. What can we discuss!
[Error handling 2] is really suitable, so you don't have to think about it anymore.
[Error response 3]...... (speechless, start collecting things)
[Wrong response 4] Well, you are welcome to come again after discussion.
"This is really suitable for you, what should we discuss?" It feels too strong, which is easy to attract customers' rejection. After all, it is normal for customers to spend so much money on shopping and discuss with their husbands. "It's really suitable, so you don't have to think about it anymore." It's far fetched, empty and not convincing. While collecting clothes without saying anything seems too negative, and does not make any efforts to win customers' business.
"Well, you are welcome to come again after discussion" gives people no effort and the feeling of expelling customers from the store. As long as the words of shopping guide are uttered, customers have to leave the store along the steps to avoid the embarrassment of staying where they are.
Template drill
Shopping guide: Yes, I can understand that you have this idea. After all, it costs thousands of yuan to buy a good lamp. I must discuss it with my husband so that I won't regret buying it. Is that all right? You can sit down for a while, and I will introduce more models to you. You can have a look and compare more, so that you can think more comprehensively
Comments: First, we agree with the rationality of the customer's statement, and strive for the customer's psychological support. Then we take this as a reason to introduce several other goods to the customer. The purpose is to extend the customer's stay in the store, understand the customer's real situation, and lay a foundation for establishing mutual trust.
Shopping guide: Miss, this lamp is very consistent with your room in terms of style, light and color, and I can tell you like it very much. But you said that you wanted to think about it again. Of course, I can understand that you have this idea, but I'm worried that there is something wrong with my explanation, so I would like to ask for your advice. Now your main consideration is? (Smiling and looking at the customer and pausing to guide the other party to express their concerns) Miss, are there other reasons why you can't make a decision now besides? (After guiding the other party to express all concerns and selectively deal with them, the customer should be immediately guided to conclude the transaction)
Shopping guide: Miss, can I explain this problem you care about clearly? (As long as the customer explains clearly, nods or is silent, it will be recommended immediately.) Well, what's your delivery address? (If the customer still expresses that he/she wants to discuss or consider with his/her husband, the next step shall be introduced)
Shopping guide: Miss, if you really want to think about it, I can understand. However, I want to tell you that this set of lamps is very suitable for your situation, and it is also very cost-effective to buy now. Look at its style... its color... its workmanship, its light source... and there is only one set of lamps in the warehouse now. It would be a pity if it were not installed in your home. How about this? I'll keep it for you now. I really hope you don't miss this set of lamps, because this set of lamps is really suitable for you!
Comments: First, guide the customer to tell the real reason for their rejection in a slightly stressful way, and then immediately guide the customer to conclude a deal after handling the rejection point. Finally, if the customer really wants to go out for comparison, it is appropriate to take a step back, but it must be a foreshadowing for the customer to return.
Viewpoint: The return customers who can improve 70% of the store's performance with moderate pressure will have purchase behavior.
Scenario 4
We suggest that the customer feel the product features, but the customer is not very willing.
[Wrong response 1] If you like it, you can feel it.
[Error response 2] This is our new product. Its greatest advantage is
[Error response 3] This is also good. You can have a look.
"If you like it, you can feel it" and this is our new product. Its biggest advantage is that... these two words have almost become the old and classic expressions in the sales of Chinese retail stores. Some shopping guides shout so loudly as soon as they see customers enter the store or start to touch the goods, making customers' ears callous.
The problem with the sentence "this is good, you can have a look" is that the guide lacks professional knowledge and fails to recommend the appropriate style to customers. If you see what customers see, you can say "this" is good, which will lead to customers distrust the guide's recommendation. It can be said that it is our own performance of the shopping guide that makes customers not take our suggestions seriously.
Template drill
Shopping guide: Miss, I really admire your vision. This is our new model and it sells very well! I think with your interior design style, coupled with our lamp, the effect will be good. Miss, I don't think the light looks good. Come on, you can try to see the light effect of this lamp first
Shopping guide: (If the other party doesn't move yet) Miss, lamps and lanterns have different effects when placed in every place. Just like clothes, you can't see its effect without wearing them. Miss, it really doesn't matter whether you buy it or not. Please follow me here
Comments: How to guide customers to become interested in lamps is a puzzling problem for many salespeople. This language template first affirms customers' vision, then suggests customers' experience in a professional and confident tone, and firmly guides them with their own body to feel that it is impossible not to understand. When customers refuse to experience, they do not give up, but continue to confidently provide reasons for the other party's experience, and follow the trend to guide the experience again. The whole process is natural and smooth, making customers feel embarrassed to refuse.
Shopping guide: Miss, you have good taste. This lamp is our latest model and sells very well! Here, let me introduce to you that this lamp is very popular with the masses because it uses...... Materials and processes, and introduces...... Technologies and functions. Of course, I can't just say yes. The lamp is for your own use, and the most important thing is that you feel good. Miss, please feel this lamp for yourself... (directly guide the customer experience)
Shopping guide: (If the customer is not very cooperative) Miss, I find that you don't seem very interested in this lamp. In fact, it really doesn't matter whether you buy it today, but I really want to serve you well. Could you tell me if there is something wrong with my introduction just now, or if you don't like this style at all? Thank you very much! (If the customer says they don't like this style, they will go to the stage of asking for recommendations)
Comments: Recognize that customers choose first and create a hot selling atmosphere with excited tone, and then quickly guide customers to experience the advantages of the products themselves. When encountering resistance, sincerely ask customers and seek their opinions, so as to prepare for re recommendation.
Viewpoint: strive for customer experience no matter whether customers buy or not
Scenario 5
Customers always feel that there are problems with the quality of special offers. How can we dispel their doubts.
[Error response 1] You can rest assured that the quality is the same.
[Wrong response 2] All goods are the same batch, so there will be no problem.
[Error response 3] It's the same thing. How can it be?
[Wrong response 4] They are all the same brand, no problem.
Template drill
Shopping guide: You may understand this idea. After all, this situation does exist in our industry. But I can tell you responsibly that although our products are on sale, they are all of the same brand. In fact, the quality is exactly the same, and the price is much cheaper than before, so it's really cost-effective to buy them now!
Comments: First learn to agree with customers' concerns, then tell customers the facts in a sincere and responsible manner about the concerns, and emphasize the benefits of buying now, so as to promote customers to make decisions immediately.
Shopping guide: Your question is very good. We have some old customers who have had similar concerns before, but I can responsibly tell you that no matter what the price is, it is the same brand and the quality is exactly the same, including the quality guarantee we provide for you is the same, but the price is much lower. So it is really cost-effective to buy these things now, and you can choose them with confidence!
Comments: Recognition is a good skill. When encountering problems that are difficult to handle, using recognition skills before explaining will often increase the persuasiveness of the shopping guide, and then give quality commitments to reduce their concerns. By the way, you can emphasize the advantages of special offers to promote customers to conclude a deal.
Shopping guide: I can understand your idea, but I can responsibly tell you that these special price goods were all regular price goods before. It was because we wanted to give back to our regular customers that they became special price promotional goods, but the quality is the same. You can choose them with confidence.
Comment: After identifying the customer's concerns, give the customer a full and reasonable reason to make the customer feel relieved.
Viewpoint: There are no customers who cannot be guided, only those who cannot guide the purchase.