1 thought on “How to communicate with customers during jewelry sales”
Vivian
1. Women customers who receive the store alone (the "Killing Customer" transaction method)
The scene settings: A female customer about 30 years old enter the store, fashionable clothes, holding a few exquisite paper bags on their hands, holding a few exquisite paper bags in their hands There are clothes and shoes in the bag.
Analysis: The consumption power of women around 30 years of age is relatively strong. Women of this age have a certain financial ability and are willing to dress themselves, especially women with fashionable clothes. At the same time, the consumption psychology of such customers is generally average Both pursue "new".
The shopping guide: Hello, welcome to Saifield Jewelry! If you need it, please call me at any time.
If sales of the eight steps: close to customers -smile, greet, pour water for customers or drinks
Tight, let customers dislike. It is best to stand at a point not far from the customer, observe the movement of the customer's footsteps and the products that are watching, so as to judge the customer's purchase motivation
Customers:…
Generally, customers do not respond to the greetings of the shopping guide. (If you pour water for customers, customers usually simply say "thank you"). This is normal. If you encounter customers who have always looked at themselves and do not speak for a long time, shopping guides should take the initiative to break the silence
The shopping guide: Miss (beauty) this dress you wear is really beautiful! Can you tell me where I bought it?
In use of "ice -breaking" words -praise to break the silent atmosphere
Customer: Oh, this dress is XXXXXXX's
Good vision! Will be paired with clothes, so temperament
Customer: Oh, thank you!
Ne no one will respond to sincere praise, and even indifferent people will respond to praise. As long as the customer has a response, the topic can be naturally transferred to the customer's needs (the third step in the eight steps of the sales)
The shopping guide: What jewelry do you want to find today?
Customer: I didn't think about it, just take a look at
The shopping guide: Our company has launched a few new series some time ago. Intersection
For customers who do not buy the purpose, the shopping guide should help her make a decision in a timely manner to avoid the cold field and lose the sales opportunity r women who are dressed like this are mostly "chasing new" Type, moved by new models, even if it is unsuccessful, it can lead to other accessories
The shopping guide: This is the "Happy Flower Marriage" series we launched. There are many items in this series. You see, the ring, earrings, pendants, and bracelets can be worn or worn with a single one. This is designed by our company. This one is very special! I will help you try to wear to see the effect.
The understanding of customer needs, recommending suitable accessories, actively displaying and trial jewelry in time. Here is the third and fourth steps of the sales of sales. : Your face is very good. This earrings are particularly lined with you, and the face shape is more beautiful
(your hand shape is very good, the finger is evenly repaired, and this ring plays a role in embellishment. It's white, it's better to look better)
(Your wrist is very slender, wearing this bracelet is more beautiful, it is really the finishing touch)
Praise, praise for customers try to wear, can satisfy customer vanity, make her feel happy, and benefit to promote transactions. However, praise should be from the heart and sincerity. According to the actual situation, the reason, praise and things, not too exaggerated
The shopping guide: This one you wear is K gold inlaid diamond, high cost performance, and It is very popular, and the new model that has been launched, limited edition. It is very suitable for your outstanding beauty!
Customer: What price?
This: xxxx yuan
Customer: So expensive! any discount?
The shopping guide: That's it. You can get a guest card for over 1,500 yuan in our store. The guest card customers purchase the prime gold discount of 3 yuan per gram, buy jewelry to enjoy 9.5 % off; VIP cards, buying plain gold discounts of 5 yuan per gram, jewelry to enjoy 10 % off; consumption of 8,000 yuan can run the Supreme Card, buy a prime gold discount of 8 yuan, and 10 % off jewelry. If you buy a single model this time, you can enjoy the discount of the guest card. If you buy the whole set, you can enjoy the concession of the Supreme Card. Explain the company's preferential policies
Customer: Is it so discount? Still expensive!
The shopping guide: Yes, such a discount space is very small, but I believe you also know that jewelry is different from other products -the cost is not high It can also maintain value -added, especially gold, which can resist inflation. And the cost and labor cost of jewelry gold are very high, so generally the discount space of brand jewelry is not large (this is to solve the "discount" objections). In addition, if you think it is expensive, I can understand it, and suddenly pay thousands of dollars out, change me, I really can't bear it! But what do you want to get out of the money? If you like the real gold and silver, it is worth it! As the saying goes, "It's hard to buy a lot of money". Some things are very cheap, but after buying it, I find that I do n’t like it and it ’s unrealistic. Even if a dollar is expensive, do you say it? (This is the problem of solving "expensive")
Sales eight steps Step 5: Reach sales. Answer the customer's opposition, eliminate the obstacles before the customer makes decisions, master the signal of the end of the sales, and help customers make a decision
n The shopping guide: Okay, I will issue a ticket for you ... Please pay here
(Sales Eight Step Step 6: Open Ventured) R Pay attention to avoid contact with cosmetics, acid and alkali substances, and oil. Pay attention to avoid rubbing and collision with hard objects. Avoid high temperature, exposure or sudden heat. The removed jewelry should be income at any time or in the jewelry bag to avoid loss or accidental damage. When collecting, pay attention to the separation of jewelry of different varieties and hardness to avoid scratching each other. In addition, it is best to return to our store to clean and maintain it. Our after -sales cleaning and polishing services are free.
(Step 8 Step Step 7: Introduce after -sales service and maintenance)
This is the jewelry you purchased this time, this is a document, and this is a certificate. Please get it. Essence
(Open the show to the customer to spend the eyes, this is the process of delivery of the goods)
The is more beautiful when you put on this accessory! Thanks for coming! Welcome next time!
(Sales 8 Step Eight Step: Praise, Farewell)
2. Women customers who receive the store ("Killing Customer" transaction method)
Scenario settings: Two female customers in their 40s enter the store. They are dressed in average. One of the old gold wedding rings on one hand and the other wear jade bracelet.
Analysis: Most women in their 40 -year -old clothing are mostly the focus of the family, and they are rarely willing to dress themselves
Shopping guide: Hello, welcome to Saifield Jewelry! If you need it, please call me at any time. Step 2: Say hello, close to customers
Customer A: We want to see the necklace, you have so many, help introduce it.
Customer B: Okay. Who is wearing? Want to find a golden necklace or a platinum necklace? Step 3: Understand the needs of customers. n Customer A: What is the difference between the golden necklace platinum necklace?
The shopping guide: The gold is relatively soft, usually golden yellow, pendant inlaid with gemstones, like this (displayed jewelry). There are relatively hard K gold, several colors of K gold, and the pendant has diamond inlaid embellishment, like this (displayed accessories); platinum is white, the hardness and value are relatively high. Display accessories). What do you like? Recommend the right accessories, display (no more than three items at a time, it is best to ask colleagues to receive together, one person pays attention to one customer)
Faced with popular customers, explanation must be simple and clear, less professional terms less less less less less less less less
Customer A: How about the price?
The shopping guide: Gold XXX yuan per gram, K gold xxx yuan per gram, platinum xxx yuan per gram, the price of pendant is separate.
Customer A: How much is a pendant?
The shopping guide: The price of the prime pendant is calculated according to the gold weight, and the price of the diamond or a gem pendant is determined by Jinzhong and the size of the diamond. Which one do you like?
(Two customers talked in a whisper)
Customer A: I only buy a necklace and not buy a pendant, so expensive.
The shopping guide: or you can choose a platinum necklace with a K gold pendant, which is also very good, so that it is cost -effective and more cost -effective. Wearing a necklace with a pendant can play a finishing touch, it can modify the neck lines, it looks slender and thin. The pendant is also more pearly, very special.
Customer A: I think gold is better, and the price is really better.
The shopping guide: What price of the gold necklace of the two sisters to find?
In the customer's budget, according to the budget recommendation jewelry
Customer A: Two or three thousand, it is best to be about 2,000.
The shopping guide: This budget is completely equipped with a pendant. Let me try to wear these two golds. You look at the effect (action Lisuo helps customers wear) Step 4: Try to wear jewelry in a timely manner
Shopping guide: Two sisters wear the necklace, it is very Okay! It feels different soon. Be sure to praise the customer appropriately after being worn! When the customer is not beautiful and not very good, when you can't find a place that can be praised, you can learn from this statement
Customer A: What price of these two necklaces?
The shopping guide: This is XXXX yuan, this xxxx yuan.
Customer A, B: So expensive! can it be cheaper?
The shopping guide: Sorry! The price is stipulated by the company, and our clerk does not have the right to change the price. However, we have membership card discounts. In our store, we can get a guest card for over 1,500 yuan. The guest card customers purchase a prime gold discount of 3 yuan per gram, buy jewelry to enjoy 9.5 % off; consumption of 5,000 yuan to get a VIP card, buy a plain gold discount 5 yuan per gram, jewelry to enjoy 10 % off; consumption of 8,000 yuan can run the supreme card, buy a prime gold discount of 8 yuan, and 10 % off with jewelry.
Customer A: Then when we are the Supreme Card, give us some discounts! So, the two necklaces are XXXX yuan together! This belongs to the bargaining customer
The shopping guide: big sister, I understand your thoughts. When choosing the same product, he will pay attention to three things: 1. The quality of the product; 2. Excellent ones. After -sales service; 3. The lowest price. But in reality, I have never seen a company that can provide the best quality, the best after -sales service, and the lowest price to customers at the same time. That is, these three conditions are unlikely at the same time, just like the price of Mercedes -Benz cannot sell Santana. So if you want to choose a product now, which one are you willing to sacrifice? Willing to sacrifice our excellent quality, or is our company's excellent after -sales service? Speaking of this point, it is imply that customers can only "sacrifice" the price. We cannot compromise the price, so sometimes we invest a little more. It is quite worthwhile to get what you really want. Do you say it? This is the words of receiving bargaining customers.
This: Sister, I can understand your thoughts. Because I am also a consumer, I often have such doubts. It ’s just that I want to tell you that the brand of Saifel will definitely use the real service quality and jewelry quality to obtain your trust
Customer A: 唉, but you can do it, I want my friend this Bar! Today, I bought it with her. Step 5: Reach sales
The shopping guide: Sister, you wear this one so beautiful, so set off you, let it go together!
Customer A: No, next time.
The shopping guide: That line, what needs to be welcome to come to our store at any time in the future.
Sometimes, the scriptures are not necessarily a monk. For example, this example, the customer who speaks does not consume, but instead consumes customers who have never spoken. When receiving several customers, pay attention to all customers, don't just care about the one who "may consume". During this sales process. The shopping guide has been called two customers with "you" and "two sisters". No Customer A has left the customer B too long.
The shopping guide: This sister, I will give you a ticket first ... Please pay here to pay
(Sales Eight Step Step 6: Opening Ventured)
The shopping guide: You should usually pay attention to avoid contact with cosmetics, acid and alkali substances, and oil. Pay attention to avoid rubbing and collision with hard objects. Avoid high temperature, exposure or sudden heat. The removed jewelry should be income at any time or in the jewelry bag to avoid loss or accidental damage. When collecting, pay attention to the separation of jewelry of different varieties and hardness to avoid scratching each other. In addition, it is best to return to our store to clean and maintain it. Our after -sales cleaning and polishing services are free.
(Step 8 Step Step 7: Introduce after -sales service and maintenance)
This is the jewelry you purchased this time, this is a document, and this is a certificate. Please get it. Essence
(Open the show to the customer to spend the purpose, this is the process of delivery of the goods)
This chain is very lined with your temperament! Thanks for coming! Welcome next time!
(Sales 8 Step Eight Step: Praise, Farewell)
3, reception of "seeking different types" customers (the two parties cannot take the idea of transaction method)
Scenario settings: A pair of men and women enter the store, holding his arms (or holding your hands)
Analysis: From the perspective of physical movements, it should be a couple or husband and wife relationship
Hello, welcome to Saifir Jewelry! If you need it, please call me at any time. Step 2: Say hello, close to customers
For a short time for customers to browse at random, they should take the initiative to test the intention of buying, because customers who have such a relationship enter the store together. R n Shopping guide: What do the two want to find? Is the ring or the other? Step 3: Understand the needs of customers, choose recommended accessories according to needs
women: We want to see the wedding ring
Shopping guide: Is it a wedding or a wedding anniversary?
women: marriage
Shopping guide: Oh! Congratulations to the two! What a happy event. Do you want to find gold or platinum? Suitable greetings can make customers feel humanistic, and avoid being too fast to cut into the goods. Understand the needs of customers, choose recommended jewelry according to needs
women: Let's take a look!
The shopping guide: What price is planning to find?
men: about 5, 6000. Understand the customer's budget. The recommendation of 1,000 more than the budget is safe, and the recommendation of 2000 more than the budget is feasible. The recommendation of 3,000 more than the budget is a bit adventurous. But no matter what, the best way is to recommend three prices jewelry, and then recommend the customer's love of the product.
The shopping guide: Try the two gold rings, which are specifically designed for wedding design (introduction, display and help test wearing)
, Platinum has the characteristics of platinum. It is more fashionable (introduction, display and help test)
The platinum rings with diamonds inlaid Diamond ring is super love! (Introduction, display, and help test)
Depending on the actual situation, the prices at all levels are introduced, recommended
women: What kind of people choose?
The shopping guide: Gold is more traditional, platinum is more fashionable, and diamond -inlaid platinum rings are relatively rare. Most people are more traditional, but many customers choose platinum as a wedding ring.
Women: Oh ...
The shopping guide: These two models are very suitable and beautiful, which one do you like?
Male: Gold, more traditional
women: But I prefer platinum diamonds! Special
Male: Whoever gets married is not a gold ring, platinum is too expensive
women: golden tacky! I don't like the same as others, I like platinum diamond ring! Typical "seeking different types" psychology
...
The opinions of the two customers are not uniform, and they have a dispute. N The shopping guide: Two people, when two people make decisions together, to find a 100%product to satisfy both parties. Generally speaking, it is unlikely, so life has once again become a compromise. Now we ask ourselves a question to make a more correct assessment. Does this decision meet most of the needs of both parties? If "yes", why not give yourself a chance to have great benefits to the future?
Male: ...
women: ...
The shopping guide: So, if the two are not abandoned, I will help you analyze it, okay Intersection The choice of marriage is actually to commemorate. If you choose gold, the budget of the two plans is more than enough. If you choose a platinum diamond ring, it will exceed a little budget. But getting married once a lifetime, it is worth choosing a more memorable wedding agency. The most important thing is that both people are happy and happy for a lifetime. Do you say it?
men: Then follow her, just like it. Reach sales
women: Thank you husband!
The shopping guide: Mr. really hurts his wife! This is the bill ... Please pay here
(Sales Eight Step Step 6: Opening the Venture)
The shopping guide: Two people should pay attention to avoid contact with cosmetics, pH Sexual substances, fat. Pay attention to avoid rubbing and collision with hard objects. Avoid high temperature, exposure or sudden heat. The removed jewelry should be income at any time or in the jewelry bag to avoid loss or accidental damage. When collecting, pay attention to the separation of jewelry of different varieties and hardness to avoid scratching each other. In addition, it is best to return to our store to clean and maintain it. Our after -sales cleaning and polishing services are free.
(Step 8 Step Step 7: Introduce after -sales service and maintenance)
This is two jewelry purchased this time, this is a document, this is a certificate, please take it, please take it, please take it, please take it. it is good.
(Open the show to the customer to spend the eyes, this is the process of delivery of the goods)
I I wish two hundred years of good combination! Thanks for coming! Welcome next time!
(Sales eight steps: blessings, goodbye)
4. Receive potential customers (when customers like a certain product, but when the habit of delaying the purchase decision, we What should I do?)
The scene settings: Several young girls enter the store with a normal dress and high interest.
Analysis: This kind of customer may just look at the store and enter the store casually, or it may come with the purpose of purchasing and call your companion for reference. Dressing generally indicates that the consumption power may be average. The more you spend your clothes on clothes, the easier it is to consume jewelry of jewelry, not necessarily very rich, but he is willing to spend money; women who dress generally or inconspicuous Essence
The shopping guide: Hello, welcome to Saifield Jewelry! (Step 2: Say hello, close to customers)
Inned customers with more than two or more, it is best to have more than two shopping guides
Thenean: What jewelry do you want to see today Woolen cloth? Is it a necklace or a bracelet or something else? Step 3: Understand customer needs
Customer A: We just stroll around (the customer's alertness has been launched, this is self -protection awareness, or it may be just a perfunctory shopping guide for etiquette) n n n n n n n n n n n n R N: Okay, please look at it at will, please call me at any time. Having said that, when appropriate, you still have to introduce the jewelry according to the customer's attention to the jewelry
Customer B: Trouble you, take this to see
This chain is made of golden gold, which is very similar to platinum in appearance, but the price is more preferential than platinum. It is what the working class and our people can afford it. In addition, Gold is also a wise choice for investment appreciation, because its price increase space is considerable! (Show the characteristics of jewelry, improve customer attention)
The shopping guide: It is better to help you wear it to see the effect! (Help customers try to wear) It's so beautiful! Young and beautiful you look good! (Praise timely)
Customer A, C: It seems to be good
Customer D: I think general
Customers enter the store together and have N views on accessories. It is best to receive several customers from several shopping guides and take them down. If you do n’t work, you need to properly handle the objections he proposed, otherwise it will affect the transaction
The shopping guide: Oh, the standard of this aesthetic look is really wonderful! It's like someone likes long hair and some people like short hair. Some people like to wear pants and some people like to wear skirts, radish and green vegetables, and have their own love. As long as you like it, most people feel good -looking, and buy it very well! (Surgical treatment of "general" view)
Customer B: How much is this necklace?
The shopping guide: This is the gold of 990, today's price is 268 yuan per gram. This necklace is 2.5 grams, so it is 670 yuan, and the price of the pendant is 1080 yuan, a total of 1750 yuan.
Customer ABCD: Ah? Intersection So expensive! Don't be disappointed because of the response of customers, don't reduce the enthusiasm for reception because of this. This is the basic principle of reception
The shopping guide: Yes, I agree with your opinion, this is not a small money. It ’s just that you also know that in addition to dressing, buying jewelry is also an investment. You can see that the recent gold price has risen very much. Customers who bought jewelry in the past earned! Moreover, wearing jewelry, feeling your love for yourself, and daring yourself beautifully, this is a kind of ability. The clothes will become old every day, and you must continue to buy new ones. But the jewelry is not used. The jewelry is versatile. As long as you come back to clean it on a regular basis, it will always be brand new ... This way you see it is not expensive, do you say it? Solving the problem of "expensive"
Customer A: Well, it makes sense ... but the price is a bit unbearable for me, I go back and think about it, and then come again.
The shopping guide: We have membership card discounts. We can get a guest card for over 1,500 yuan in our store. The guest card customers purchase the prime gold discount of 3 yuan per gram, buy jewelry to enjoy it for 5 % off; consume 5,000 yuan over 5,000 yuan You can get a VIP card, purchase a prime discount of 5 yuan per gram, jewelry to enjoy 10 % off; you can get a supreme card for more than 8,000 yuan, buy a plain gold discount of 8 yuan, and 10 % off with jewelry. If you buy it now, you can enjoy the discount of the guest card!
Customer A: That's not much money, I still go back and think about it!
This: U.S. Secretary of State Powell said that he said that delaying a decision than making a decision without making or making errors has made the United States more losses. Isn't we discussing a decision now? If you say "yes", what will happen? If you say "not", nothing will change, and tomorrow will be the same as today. If you say "yes" today, this is the benefit you are about to get: 1. Get your favorite jewelry, women should have a few good jewelry; 2. Invest in beauty, also invest in money, beauty needs to need to be beautiful, beauty needs to need Management, money is appreciated; 3. It should be collected in time when encountering things you like, so as not to miss the opportunity, because there are naturally many people who like good things. Today it can be yours, and tomorrow may be someone else. Obviously it is better to say that it is more good. Do you say it? (When the customer likes a certain product, but when the habit is accustomed to making a purchase decision, we can use the "Powell Transaction Law")
Customer A: You are too good, as if I do n’t buy today, I don’t buy it. It's a big loss! However, I have to go home to tell my parents clearly and ask them to support it. Maybe I will buy it with my mother tomorrow
The shopping guide: So? Okay, welcome you at any time! If you decide to buy it, hurry up. We have several customers, just like you, and come to find it later, and they are bought by others. Or like this, are you convenient to leave a phone call? If there are other customers who want to buy this Range chain, I know that you will say that if you want it, we can help you keep for a few days.
Customer A: This is great! You can leave the phone, you remember ...
If the customer did not come to buy after the incident, we can pretend that some customers want to buy this necklace, call her purchase intention
shopping guide: Did you see what several beautiful women see it?
Customer BCD: We are all with her, and we will buy it in the future.
The shopping guide: That line, we welcomes you at any time! Our company will launch new models from time to time, and there are promotional activities. During the promotion period, discounts are very cost -effective. Welcome everyone to visit from time to time. This is our promotional information. There are introductions to our company and telephones in the store above. Welcome to call. Leaded by A, these are potential customers. There must be a good reception at the beginning
The shopping guide: Please leave slowly! Welcome next time!
In we need to pay attention to: it is necessary to respond flexibly when encountering problems. No matter what the situation occurs, we must comply with the etiquette rules of the store, control your emotions, and pay attention to you now. The image of the store should not lift the bar with customers and always keep your own appearance.
1. Women customers who receive the store alone (the "Killing Customer" transaction method)
The scene settings: A female customer about 30 years old enter the store, fashionable clothes, holding a few exquisite paper bags on their hands, holding a few exquisite paper bags in their hands There are clothes and shoes in the bag.
Analysis: The consumption power of women around 30 years of age is relatively strong. Women of this age have a certain financial ability and are willing to dress themselves, especially women with fashionable clothes. At the same time, the consumption psychology of such customers is generally average Both pursue "new".
The shopping guide: Hello, welcome to Saifield Jewelry! If you need it, please call me at any time.
If sales of the eight steps: close to customers -smile, greet, pour water for customers or drinks
Tight, let customers dislike. It is best to stand at a point not far from the customer, observe the movement of the customer's footsteps and the products that are watching, so as to judge the customer's purchase motivation
Customers:…
Generally, customers do not respond to the greetings of the shopping guide. (If you pour water for customers, customers usually simply say "thank you"). This is normal. If you encounter customers who have always looked at themselves and do not speak for a long time, shopping guides should take the initiative to break the silence
The shopping guide: Miss (beauty) this dress you wear is really beautiful! Can you tell me where I bought it?
In use of "ice -breaking" words -praise to break the silent atmosphere
Customer: Oh, this dress is XXXXXXX's
Good vision! Will be paired with clothes, so temperament
Customer: Oh, thank you!
Ne no one will respond to sincere praise, and even indifferent people will respond to praise. As long as the customer has a response, the topic can be naturally transferred to the customer's needs (the third step in the eight steps of the sales)
The shopping guide: What jewelry do you want to find today?
Customer: I didn't think about it, just take a look at
The shopping guide: Our company has launched a few new series some time ago. Intersection
For customers who do not buy the purpose, the shopping guide should help her make a decision in a timely manner to avoid the cold field and lose the sales opportunity r
women who are dressed like this are mostly "chasing new" Type, moved by new models, even if it is unsuccessful, it can lead to other accessories
The shopping guide: This is the "Happy Flower Marriage" series we launched. There are many items in this series. You see, the ring, earrings, pendants, and bracelets can be worn or worn with a single one. This is designed by our company. This one is very special! I will help you try to wear to see the effect.
The understanding of customer needs, recommending suitable accessories, actively displaying and trial jewelry in time. Here is the third and fourth steps of the sales of sales. : Your face is very good. This earrings are particularly lined with you, and the face shape is more beautiful
(your hand shape is very good, the finger is evenly repaired, and this ring plays a role in embellishment. It's white, it's better to look better)
(Your wrist is very slender, wearing this bracelet is more beautiful, it is really the finishing touch)
Praise, praise for customers try to wear, can satisfy customer vanity, make her feel happy, and benefit to promote transactions. However, praise should be from the heart and sincerity. According to the actual situation, the reason, praise and things, not too exaggerated
The shopping guide: This one you wear is K gold inlaid diamond, high cost performance, and It is very popular, and the new model that has been launched, limited edition. It is very suitable for your outstanding beauty!
Customer: What price?
This: xxxx yuan
Customer: So expensive! any discount?
The shopping guide: That's it. You can get a guest card for over 1,500 yuan in our store. The guest card customers purchase the prime gold discount of 3 yuan per gram, buy jewelry to enjoy 9.5 % off; VIP cards, buying plain gold discounts of 5 yuan per gram, jewelry to enjoy 10 % off; consumption of 8,000 yuan can run the Supreme Card, buy a prime gold discount of 8 yuan, and 10 % off jewelry. If you buy a single model this time, you can enjoy the discount of the guest card. If you buy the whole set, you can enjoy the concession of the Supreme Card. Explain the company's preferential policies
Customer: Is it so discount? Still expensive!
The shopping guide: Yes, such a discount space is very small, but I believe you also know that jewelry is different from other products -the cost is not high It can also maintain value -added, especially gold, which can resist inflation. And the cost and labor cost of jewelry gold are very high, so generally the discount space of brand jewelry is not large (this is to solve the "discount" objections). In addition, if you think it is expensive, I can understand it, and suddenly pay thousands of dollars out, change me, I really can't bear it! But what do you want to get out of the money? If you like the real gold and silver, it is worth it! As the saying goes, "It's hard to buy a lot of money". Some things are very cheap, but after buying it, I find that I do n’t like it and it ’s unrealistic. Even if a dollar is expensive, do you say it? (This is the problem of solving "expensive")
Sales eight steps Step 5: Reach sales. Answer the customer's opposition, eliminate the obstacles before the customer makes decisions, master the signal of the end of the sales, and help customers make a decision
n
The shopping guide: Okay, I will issue a ticket for you ... Please pay here
(Sales Eight Step Step 6: Open Ventured) R
Pay attention to avoid contact with cosmetics, acid and alkali substances, and oil. Pay attention to avoid rubbing and collision with hard objects. Avoid high temperature, exposure or sudden heat. The removed jewelry should be income at any time or in the jewelry bag to avoid loss or accidental damage. When collecting, pay attention to the separation of jewelry of different varieties and hardness to avoid scratching each other. In addition, it is best to return to our store to clean and maintain it. Our after -sales cleaning and polishing services are free.
(Step 8 Step Step 7: Introduce after -sales service and maintenance)
This is the jewelry you purchased this time, this is a document, and this is a certificate. Please get it. Essence
(Open the show to the customer to spend the eyes, this is the process of delivery of the goods)
The is more beautiful when you put on this accessory! Thanks for coming! Welcome next time!
(Sales 8 Step Eight Step: Praise, Farewell)
2. Women customers who receive the store ("Killing Customer" transaction method)
Scenario settings: Two female customers in their 40s enter the store. They are dressed in average. One of the old gold wedding rings on one hand and the other wear jade bracelet.
Analysis: Most women in their 40 -year -old clothing are mostly the focus of the family, and they are rarely willing to dress themselves
Shopping guide: Hello, welcome to Saifield Jewelry! If you need it, please call me at any time. Step 2: Say hello, close to customers
Customer A: We want to see the necklace, you have so many, help introduce it.
Customer B: Okay. Who is wearing? Want to find a golden necklace or a platinum necklace? Step 3: Understand the needs of customers. n Customer A: What is the difference between the golden necklace platinum necklace?
The shopping guide: The gold is relatively soft, usually golden yellow, pendant inlaid with gemstones, like this (displayed jewelry). There are relatively hard K gold, several colors of K gold, and the pendant has diamond inlaid embellishment, like this (displayed accessories); platinum is white, the hardness and value are relatively high. Display accessories). What do you like? Recommend the right accessories, display (no more than three items at a time, it is best to ask colleagues to receive together, one person pays attention to one customer)
Faced with popular customers, explanation must be simple and clear, less professional terms less less less less less less less less
Customer A: How about the price?
The shopping guide: Gold XXX yuan per gram, K gold xxx yuan per gram, platinum xxx yuan per gram, the price of pendant is separate.
Customer A: How much is a pendant?
The shopping guide: The price of the prime pendant is calculated according to the gold weight, and the price of the diamond or a gem pendant is determined by Jinzhong and the size of the diamond. Which one do you like?
(Two customers talked in a whisper)
Customer A: I only buy a necklace and not buy a pendant, so expensive.
The shopping guide: or you can choose a platinum necklace with a K gold pendant, which is also very good, so that it is cost -effective and more cost -effective. Wearing a necklace with a pendant can play a finishing touch, it can modify the neck lines, it looks slender and thin. The pendant is also more pearly, very special.
Customer A: I think gold is better, and the price is really better.
The shopping guide: What price of the gold necklace of the two sisters to find?
In the customer's budget, according to the budget recommendation jewelry
Customer A: Two or three thousand, it is best to be about 2,000.
The shopping guide: This budget is completely equipped with a pendant. Let me try to wear these two golds. You look at the effect (action Lisuo helps customers wear) Step 4: Try to wear jewelry in a timely manner
Shopping guide: Two sisters wear the necklace, it is very Okay! It feels different soon. Be sure to praise the customer appropriately after being worn! When the customer is not beautiful and not very good, when you can't find a place that can be praised, you can learn from this statement
Customer A: What price of these two necklaces?
The shopping guide: This is XXXX yuan, this xxxx yuan.
Customer A, B: So expensive! can it be cheaper?
The shopping guide: Sorry! The price is stipulated by the company, and our clerk does not have the right to change the price. However, we have membership card discounts. In our store, we can get a guest card for over 1,500 yuan. The guest card customers purchase a prime gold discount of 3 yuan per gram, buy jewelry to enjoy 9.5 % off; consumption of 5,000 yuan to get a VIP card, buy a plain gold discount 5 yuan per gram, jewelry to enjoy 10 % off; consumption of 8,000 yuan can run the supreme card, buy a prime gold discount of 8 yuan, and 10 % off with jewelry.
Customer A: Then when we are the Supreme Card, give us some discounts! So, the two necklaces are XXXX yuan together! This belongs to the bargaining customer
The shopping guide: big sister, I understand your thoughts. When choosing the same product, he will pay attention to three things: 1. The quality of the product; 2. Excellent ones. After -sales service; 3. The lowest price. But in reality, I have never seen a company that can provide the best quality, the best after -sales service, and the lowest price to customers at the same time. That is, these three conditions are unlikely at the same time, just like the price of Mercedes -Benz cannot sell Santana. So if you want to choose a product now, which one are you willing to sacrifice? Willing to sacrifice our excellent quality, or is our company's excellent after -sales service? Speaking of this point, it is imply that customers can only "sacrifice" the price. We cannot compromise the price, so sometimes we invest a little more. It is quite worthwhile to get what you really want. Do you say it? This is the words of receiving bargaining customers.
This: Sister, I can understand your thoughts. Because I am also a consumer, I often have such doubts. It ’s just that I want to tell you that the brand of Saifel will definitely use the real service quality and jewelry quality to obtain your trust
Customer A: 唉, but you can do it, I want my friend this Bar! Today, I bought it with her. Step 5: Reach sales
The shopping guide: Sister, you wear this one so beautiful, so set off you, let it go together!
Customer A: No, next time.
The shopping guide: That line, what needs to be welcome to come to our store at any time in the future.
Sometimes, the scriptures are not necessarily a monk. For example, this example, the customer who speaks does not consume, but instead consumes customers who have never spoken. When receiving several customers, pay attention to all customers, don't just care about the one who "may consume". During this sales process. The shopping guide has been called two customers with "you" and "two sisters". No Customer A has left the customer B too long.
The shopping guide: This sister, I will give you a ticket first ... Please pay here to pay
(Sales Eight Step Step 6: Opening Ventured)
The shopping guide: You should usually pay attention to avoid contact with cosmetics, acid and alkali substances, and oil. Pay attention to avoid rubbing and collision with hard objects. Avoid high temperature, exposure or sudden heat. The removed jewelry should be income at any time or in the jewelry bag to avoid loss or accidental damage. When collecting, pay attention to the separation of jewelry of different varieties and hardness to avoid scratching each other. In addition, it is best to return to our store to clean and maintain it. Our after -sales cleaning and polishing services are free.
(Step 8 Step Step 7: Introduce after -sales service and maintenance)
This is the jewelry you purchased this time, this is a document, and this is a certificate. Please get it. Essence
(Open the show to the customer to spend the purpose, this is the process of delivery of the goods)
This chain is very lined with your temperament! Thanks for coming! Welcome next time!
(Sales 8 Step Eight Step: Praise, Farewell)
3, reception of "seeking different types" customers (the two parties cannot take the idea of transaction method)
Scenario settings: A pair of men and women enter the store, holding his arms (or holding your hands)
Analysis: From the perspective of physical movements, it should be a couple or husband and wife relationship
Hello, welcome to Saifir Jewelry! If you need it, please call me at any time. Step 2: Say hello, close to customers
For a short time for customers to browse at random, they should take the initiative to test the intention of buying, because customers who have such a relationship enter the store together. R n Shopping guide: What do the two want to find? Is the ring or the other? Step 3: Understand the needs of customers, choose recommended accessories according to needs
women: We want to see the wedding ring
Shopping guide: Is it a wedding or a wedding anniversary?
women: marriage
Shopping guide: Oh! Congratulations to the two! What a happy event. Do you want to find gold or platinum? Suitable greetings can make customers feel humanistic, and avoid being too fast to cut into the goods. Understand the needs of customers, choose recommended jewelry according to needs
women: Let's take a look!
The shopping guide: What price is planning to find?
men: about 5, 6000. Understand the customer's budget. The recommendation of 1,000 more than the budget is safe, and the recommendation of 2000 more than the budget is feasible. The recommendation of 3,000 more than the budget is a bit adventurous. But no matter what, the best way is to recommend three prices jewelry, and then recommend the customer's love of the product.
The shopping guide: Try the two gold rings, which are specifically designed for wedding design (introduction, display and help test wearing)
, Platinum has the characteristics of platinum. It is more fashionable (introduction, display and help test)
The platinum rings with diamonds inlaid Diamond ring is super love! (Introduction, display, and help test)
Depending on the actual situation, the prices at all levels are introduced, recommended
women: What kind of people choose?
The shopping guide: Gold is more traditional, platinum is more fashionable, and diamond -inlaid platinum rings are relatively rare. Most people are more traditional, but many customers choose platinum as a wedding ring.
Women: Oh ...
The shopping guide: These two models are very suitable and beautiful, which one do you like?
Male: Gold, more traditional
women: But I prefer platinum diamonds! Special
Male: Whoever gets married is not a gold ring, platinum is too expensive
women: golden tacky! I don't like the same as others, I like platinum diamond ring! Typical "seeking different types" psychology
...
The opinions of the two customers are not uniform, and they have a dispute. N
The shopping guide: Two people, when two people make decisions together, to find a 100%product to satisfy both parties. Generally speaking, it is unlikely, so life has once again become a compromise. Now we ask ourselves a question to make a more correct assessment. Does this decision meet most of the needs of both parties? If "yes", why not give yourself a chance to have great benefits to the future?
Male: ...
women: ...
The shopping guide: So, if the two are not abandoned, I will help you analyze it, okay Intersection The choice of marriage is actually to commemorate. If you choose gold, the budget of the two plans is more than enough. If you choose a platinum diamond ring, it will exceed a little budget. But getting married once a lifetime, it is worth choosing a more memorable wedding agency. The most important thing is that both people are happy and happy for a lifetime. Do you say it?
men: Then follow her, just like it. Reach sales
women: Thank you husband!
The shopping guide: Mr. really hurts his wife! This is the bill ... Please pay here
(Sales Eight Step Step 6: Opening the Venture)
The shopping guide: Two people should pay attention to avoid contact with cosmetics, pH Sexual substances, fat. Pay attention to avoid rubbing and collision with hard objects. Avoid high temperature, exposure or sudden heat. The removed jewelry should be income at any time or in the jewelry bag to avoid loss or accidental damage. When collecting, pay attention to the separation of jewelry of different varieties and hardness to avoid scratching each other. In addition, it is best to return to our store to clean and maintain it. Our after -sales cleaning and polishing services are free.
(Step 8 Step Step 7: Introduce after -sales service and maintenance)
This is two jewelry purchased this time, this is a document, this is a certificate, please take it, please take it, please take it, please take it. it is good.
(Open the show to the customer to spend the eyes, this is the process of delivery of the goods)
I I wish two hundred years of good combination! Thanks for coming! Welcome next time!
(Sales eight steps: blessings, goodbye)
4. Receive potential customers (when customers like a certain product, but when the habit of delaying the purchase decision, we What should I do?)
The scene settings: Several young girls enter the store with a normal dress and high interest.
Analysis: This kind of customer may just look at the store and enter the store casually, or it may come with the purpose of purchasing and call your companion for reference. Dressing generally indicates that the consumption power may be average. The more you spend your clothes on clothes, the easier it is to consume jewelry of jewelry, not necessarily very rich, but he is willing to spend money; women who dress generally or inconspicuous Essence
The shopping guide: Hello, welcome to Saifield Jewelry! (Step 2: Say hello, close to customers)
Inned customers with more than two or more, it is best to have more than two shopping guides
Thenean: What jewelry do you want to see today Woolen cloth? Is it a necklace or a bracelet or something else? Step 3: Understand customer needs
Customer A: We just stroll around (the customer's alertness has been launched, this is self -protection awareness, or it may be just a perfunctory shopping guide for etiquette)
n n n n n n n n n n n n R N: Okay, please look at it at will, please call me at any time. Having said that, when appropriate, you still have to introduce the jewelry according to the customer's attention to the jewelry
Customer B: Trouble you, take this to see
This chain is made of golden gold, which is very similar to platinum in appearance, but the price is more preferential than platinum. It is what the working class and our people can afford it. In addition, Gold is also a wise choice for investment appreciation, because its price increase space is considerable! (Show the characteristics of jewelry, improve customer attention)
The shopping guide: It is better to help you wear it to see the effect! (Help customers try to wear) It's so beautiful! Young and beautiful you look good! (Praise timely)
Customer A, C: It seems to be good
Customer D: I think general
Customers enter the store together and have N views on accessories. It is best to receive several customers from several shopping guides and take them down. If you do n’t work, you need to properly handle the objections he proposed, otherwise it will affect the transaction
The shopping guide: Oh, the standard of this aesthetic look is really wonderful! It's like someone likes long hair and some people like short hair. Some people like to wear pants and some people like to wear skirts, radish and green vegetables, and have their own love. As long as you like it, most people feel good -looking, and buy it very well! (Surgical treatment of "general" view)
Customer B: How much is this necklace?
The shopping guide: This is the gold of 990, today's price is 268 yuan per gram. This necklace is 2.5 grams, so it is 670 yuan, and the price of the pendant is 1080 yuan, a total of 1750 yuan.
Customer ABCD: Ah? Intersection So expensive! Don't be disappointed because of the response of customers, don't reduce the enthusiasm for reception because of this. This is the basic principle of reception
The shopping guide: Yes, I agree with your opinion, this is not a small money. It ’s just that you also know that in addition to dressing, buying jewelry is also an investment. You can see that the recent gold price has risen very much. Customers who bought jewelry in the past earned! Moreover, wearing jewelry, feeling your love for yourself, and daring yourself beautifully, this is a kind of ability. The clothes will become old every day, and you must continue to buy new ones. But the jewelry is not used. The jewelry is versatile. As long as you come back to clean it on a regular basis, it will always be brand new ... This way you see it is not expensive, do you say it? Solving the problem of "expensive"
Customer A: Well, it makes sense ... but the price is a bit unbearable for me, I go back and think about it, and then come again.
The shopping guide: We have membership card discounts. We can get a guest card for over 1,500 yuan in our store. The guest card customers purchase the prime gold discount of 3 yuan per gram, buy jewelry to enjoy it for 5 % off; consume 5,000 yuan over 5,000 yuan You can get a VIP card, purchase a prime discount of 5 yuan per gram, jewelry to enjoy 10 % off; you can get a supreme card for more than 8,000 yuan, buy a plain gold discount of 8 yuan, and 10 % off with jewelry. If you buy it now, you can enjoy the discount of the guest card!
Customer A: That's not much money, I still go back and think about it!
This: U.S. Secretary of State Powell said that he said that delaying a decision than making a decision without making or making errors has made the United States more losses. Isn't we discussing a decision now? If you say "yes", what will happen? If you say "not", nothing will change, and tomorrow will be the same as today. If you say "yes" today, this is the benefit you are about to get: 1. Get your favorite jewelry, women should have a few good jewelry; 2. Invest in beauty, also invest in money, beauty needs to need to be beautiful, beauty needs to need Management, money is appreciated; 3. It should be collected in time when encountering things you like, so as not to miss the opportunity, because there are naturally many people who like good things. Today it can be yours, and tomorrow may be someone else. Obviously it is better to say that it is more good. Do you say it? (When the customer likes a certain product, but when the habit is accustomed to making a purchase decision, we can use the "Powell Transaction Law")
Customer A: You are too good, as if I do n’t buy today, I don’t buy it. It's a big loss! However, I have to go home to tell my parents clearly and ask them to support it. Maybe I will buy it with my mother tomorrow
The shopping guide: So? Okay, welcome you at any time! If you decide to buy it, hurry up. We have several customers, just like you, and come to find it later, and they are bought by others. Or like this, are you convenient to leave a phone call? If there are other customers who want to buy this Range chain, I know that you will say that if you want it, we can help you keep for a few days.
Customer A: This is great! You can leave the phone, you remember ...
If the customer did not come to buy after the incident, we can pretend that some customers want to buy this necklace, call her purchase intention
shopping guide: Did you see what several beautiful women see it?
Customer BCD: We are all with her, and we will buy it in the future.
The shopping guide: That line, we welcomes you at any time! Our company will launch new models from time to time, and there are promotional activities. During the promotion period, discounts are very cost -effective. Welcome everyone to visit from time to time. This is our promotional information. There are introductions to our company and telephones in the store above. Welcome to call. Leaded by A, these are potential customers. There must be a good reception at the beginning
The shopping guide: Please leave slowly! Welcome next time!
In we need to pay attention to: it is necessary to respond flexibly when encountering problems. No matter what the situation occurs, we must comply with the etiquette rules of the store, control your emotions, and pay attention to you now. The image of the store should not lift the bar with customers and always keep your own appearance.