First, when the guests sit down, be sure to see your generous and polite smile, remove your guard and wait in a daze for the guests to ask questions. They are the stupidest pick-ups. No matter what the guests consume, don't ask them what photos they want to take, because the guests in the program are unconscious guests. It is better to use the word "appreciation". "Hello, do you appreciate XXX photos or XXX photos?"
Second, guests can only stay longer if they hear your "praise" when they look at the samples. This "praise" must be a one-way "praise". Bring the other person's face, facial features, hair, clothes, etc. For example, in order to arouse customers' interest and consumption desire.
3. Get involved in relaxed and happy topics, introduce yourself and ask the guest's name by handing in a business card (two purposes: 1, directly address the guest's name; 2, easy to intervene in the topic directly fill in the form)
Fourth, when appreciating the samples, we must emphasize that the samples are for reference only. We shoot in a personalized way and we pursue everyone's own style.
5. When accepting orders, you should use the recorded order acceptance mode. You must sit next to the young lady with a pen in your hand. From the beginning of the introduction, you should write to the guests, write about the activities, write about the offers and write about the contents.
Write down the value (play with numbers) and let the words speak for themselves.
When you speak, you must keep eye contact with the guests. "Fear" will only make you miss the opportunity.
Seven, timely control the psychological process of the guests, "business → guests → friendship → sympathy" first establish mutual feelings, shake hands, introduce yourself, get to know each other, address each other, sweet talk, praise each other, think from each other's point of view, let the guests think you are good, and then you can use "sympathy" to make them accept you. It is not enough for you to treat your guests as friends, but you must do so.
Eight, the store takes orders, and the longer it grinds, the better. "Patience induction and confidence persistence" is a wonderful idea. It is said that after several hours, the sooner the guests refuse to treat you, the better, because everything you give is something else.
9. There must be a "boring period" before the guests leave. Don't let the atmosphere cool down, the guests who are browsing flowers will be attracted by your performance. Let the guests decide, let us decide for them, and if necessary, decide at once.
Use negotiation method and conditional exchange method to directly cut into prices, gifts or other requirements.
Ten, we must implement the "three-touch method" to make the body contact with each other to show affinity and intimacy. Be sure to keep the guests before they calm down, get used to your movements and contact them at any time. It's better to leave than to stay.
11. "Focus" Only by focusing on every guest, crossing the text and maintaining the "question and answer" method, can we have a better chance. Giving up easily is just a waste of time, and the next pair of guests may not be better than the current one. Remember! Remember!
Twelve, say less "Do you still have any dissatisfaction?" Say "You are so lucky, this set is so affordable", "You should help me introduce customers more, and I want to make achievements", and say more words that make customers feel cheap.
Thirteen, for willing or unwilling guests, we must learn to set traps and act (life is like a play, play is like life, where is the protagonist).
Fourteen, timely use of fake books, control the atmosphere of on-site orders, so that guests can lift their concerns and have the impulse.
15. It is the best policy to ask the supervisor to cooperate with the guests who have not paid the full amount of the successful order.
Sixteen, when the store staff is free, they must stand and personally lead the guests to their seats, standing there in a daze, chatting and watching the guests pass by you, which will only waste time and make you work harder! Take the initiative to cherish every minute and don't miss every opportunity. When you take the stage to receive the prize, you will find that your hard work has not been in vain.
17. When you can't keep the guests, you must stand up, thank you, thank you again, and then walk out of the meeting with a smile and say, "Thank you, take your time."
The supermarket must not affect the guests at other tables because of the departure of this table, and must have the demeanor of a general.
Sixteen, performance tactics briefing
I. Precautions on site: (In-store)
1. Sitting posture: Don't sit opposite the guest, as if the negotiation is incorrect. Sit closer to the guests to show kindness and affinity. (three-touch technology)
2. Smile and laughter are the first lesson of service quality. They bloom at any time to maintain high morale and warm atmosphere.
3. Crowd strategy is very important. Comrades who support other watches at any time, please keep your eyes open, look around, prepare for war at any time, and carefully monitor the dynamics and changes of the watches.
4. Address the guests by their first names, indicating intimacy and familiarity.
5. Introduce yourself and call me. ...
6. The order of customer seating starts from the peripheral table.
7. If you need support, you can raise your hand. (The secret code method is discussed separately)
8. Be sure to "make up" to maintain the image of a professional, because customers value experts most, so they listen to them. How can you expect others to believe you if you don't care about yourself?
9. After the transaction, the host broadcast, and all colleagues clapped their hands in unison to cheer each other up, so as to boost morale and create momentum first. (and shouted "Gong -Xi- Er-Wei")
10, comrades, please clap your hands together when you hear applause. (Shouting "Gong Er" at the same time)
1 1. All infield personnel should wear uniforms and identification cards to ensure the group image and facilitate access.
12, please contact your relatives and friends to praise your achievements and your field. You can place an order directly and the effect is good.
13. Set an order winner and a deposit winner every month, and you can get the show project bonus, 50 yuan!
14. Colleagues participating in the "Show Guests to the Table" should wear casual clothes in advance. When men and women are assigned one-to-one, when the scene is relatively deserted, the on-site conductor will dispatch gesture signals and immediately take the stage to "occupy the table" to create a warm atmosphere.
15, the front line of the store cooperates with "own people" to occupy 80% of the desktop, and keeps one table and two tables for fish to take the bait at any time. When "one of our own" wants to leave the dining table, the people waiting in line in front of the store will shout slogans as usual, which will drive the happy atmosphere of the audience.
Let real customers "blindly bet".
16, at the peak of the crowd, "there must be a customer winning the prize", and the audience reaches its peak, which makes it easier to attract the curiosity of the crowd and flood into our company.
17. The thicker the skin, the crazier the play and the louder the laughter, and you are the most successful person.
18, you can use temporary work-study students to change training rules and distribution modes in turn.
19. People who take orders in the store infield must guard against "market dispatchers" or "spies" or "other people who deliberately make trouble".
1) Don't ask questions, ask questions.
2) After serving, only cut the price, regardless of the content and dress style of the dishes.
3) picky, the couple have no intimacy with each other, and the two topics have no intersection.
4) After serving, people who keep asking the third question and are perfunctory and careless about the product.
5) After fetching the table, the decision-making delay exceeds 1 hour.
When the above-mentioned suspicious circumstances appear in the hymn, a signal should be sent to the on-site command to coordinate the handling.
20, the table main order personnel, no matter what the situation, can't leave the table, regardless of the guests,
Please raise your hand at any time and ask others for help.
2 1. Prepare the company's superior "killer book" to meet customers' needs and answers anytime and anywhere.
The case also enhanced the confidence of customers in the company.
22. Employees who are disloyal to the core of the company must be trained in different briefings in batches to prevent leaks.
23. Skills to attract guests: face the company door, turn your back on his door, and don't block yourself at the door to scare away guests.
1) Presentation of smile → Active approach → Active introduction.
2) concerned eyes → active inquiry → full of confidence
3) nudge → talk while walking → sit down.
4) Ask people to sit down → Fish escaping from the net → Tactics begin to play.
24. Help comrades at other tables at any time. The masses will win, and memorize signals and gestures.
25. Pay attention to other market personnel, pay special attention to customers who are careless and procrastinating, and apply both hard and soft when necessary.
26. Emphasize the benefits and advantages of paying the deposit on the spot, and emphasize that "the opportunity is coming"
27. When giving gifts, give priority to on-site items and items ordered by the company.
28. All supporters, work-study students, temporary workers and all on-site colleagues of the company, please inform all your relatives, friends, elders, classmates, friends circle, etc. with the second wave of "customer solicitation method". If you can enter the venue to make an appointment to serve consumers, you will get a 15% discount, and individuals can also draw a project bonus of 3% of the deposit.
(It is also limited to those who register in advance and are approved by the supervisor, and those who make an appointment immediately on the spot)
29. Please list the conditions, gifts and discounts promised to customers in the remarks column at the bottom of the estimate.
30. The first pair of customers who open every day can have more flexibility and space. We must take the transaction as the principle and enhance the self-confidence of that day.
3 1. When closing the transaction, store staff are requested to insist on swiping the card on the spot or going to the bank to get cash by themselves. (Know the withdrawal place in advance)
32. The staff at the same table, whether it is the supervisor, the store or the staff who lead customers to sit down, should sing to each other, which will be fascinating and more convincing.
33. The on-site comparison is "atmosphere" and "popularity" rather than a certain price reduction. The company has the best decoration equipment in the audience, and the best photography works in the country (absolutely first-class) can be compared on the spot. Plus the lucky draw and big gift, success is just around the corner.
34. Excellent, cordial and enthusiastic service is our way to win. (Please refer to the interactive manual of the store)
35. After the program, all the staff will select those who have made outstanding achievements and give them special "project bonus" as encouragement.
Success lies in everyone's efforts and dedication.
Seventeen, display behavior requirements
1. During the program, all personnel who take orders, serve, broadcast and register can wear uniforms as appropriate.
2, the show guest into the table group, men and women paired, one-on-one, all wearing casual clothes. (Field flow distribution)
3. Gifts, gift lists or other internal information of the company (including price list) must be properly kept, and shall not be placed on the desktop or taken away by customers at will. (The cashier is responsible for the collection, distribution and statistics of gifts)
4. Personal briefcase should be carried with you and marked with personal name for confirmation.
After the customer leaves the table, the items on the table should be restored immediately, and the samples on the table should be opened at any time. At most, two photo albums of different sizes can be placed on the desktop of each desk, and the others are kept centrally for easy access.
6. The person who leads the customer to the table must wait for the customer to sit down, then greet the store staff to order, and then leave to ask for the guest list. If the shop assistant is busy, I want to chat with the customers and can't leave at will. Please take the initiative to understand the customer's consumption category and inform the store staff who take the order.
7. When the store is seated, it must be next to the customer. Please keep half a table for others to temporarily squeeze the table for customers to use at any time. Never sit and receive guests like an old monk. Please take the initiative to approach customers.
8. When taking orders, the store should not be half-hearted, but must concentrate on the same, so as to improve performance. Choose a good target, concentrate your firepower, and don't be attracted by the new guests, lest both sides fail in the end.
9. Contact personnel must never leave the table to take things. Everything is mainly about raising your hand. Please help each other. On-site service personnel (at least two or more) must look at the audience and take the initiative to serve.
10. Give your personal business card to the customer immediately and know how to sell yourself. Please remember you clearly. (Prepare in advance)
1 1. No matter whether the customer makes a reservation or not, he must get up to see the guests off, keep smiling and shake hands. During the reception, personal attitude and body movements should be elegant. )
12, the live broadcast personnel should be full-time and broadcast at any time, which will drive the warm atmosphere and morale of the scene.
13. When the program is crowded, the announcer should broadcast more. The broadcast of "clinch a deal" can use the broadcast mode of "another name" to form a phenomenon of high clinch a deal rate and a warm atmosphere.
14. When a store accepts an order, it can't just "talk" or wait for the customer to talk before responding. It should use the "open door method" to accept orders quickly and must decide immediately. Don't hesitate when it's time to make a move.
15. When the customer has paid the deposit, the formalities and materials have been completed. In order to move the desktop away as soon as possible, please stand up, take the initiative to shake hands and send the guests off generously. Don't let the customer occupy the table, which will affect the order taking rate.
16. When company leaflets and DM are found on any floor of the exhibition, anyone must pick them up at any time to keep the company image.
17. Invite the guests to sit down. When guiding customers to their seats, please make sure that the table is empty and distinguish them according to the categories of guests. Don't ruin the scene and affect the dating of wedding couples.
19. When there are no guests in the store, more than two people are not allowed to get together and chat, let alone a group of people. Ask the team leaders to take responsibility.
2 1, the distribution of "leaflets" depends on the target audience, not casually, please distribute them to real guests.
22. All participants in the performance are not allowed to bring personal wallets. In order to ensure your financial security and limited space on site, those who carry purses are limited to themselves. (Cashiers must prepare shoulder bags)
23, personal water diversion, please drink it all at once, don't drink half of it casually, which is not only a waste, but also a messy behavior at the scene.
24, dining, go to the toilet, be sure to report to the scene commander. (Don't go to the toilet together) (When the cashier goes to the toilet, give the bag to the on-site commander for safekeeping)
25, "fake table" personnel, after the customer sits down, and then gradually leave, don't get up at once, otherwise it will affect the mood of the guests.
Eighteen, the top ten standards of the show super store
The show is like a battlefield, and attitude determines everything.
First, supermarket gfd is very important. It doesn't matter if you are not beautiful. Don't come out to scare people.
1, uniform tooling, shoes, skirts and stockings.
2. Hairstyles need to be set, and no hair is allowed.
3, be sure to "make up", in order to maintain the image of professionals, because customers attach the most importance to experts, so they listen to experts the most, and they don't pay attention to their own words. Why should they ask others to believe you?
Second, the supermarket should fully understand the content of the activity and stand from the customer's point of view.
3. Supermarkets must keep their eyes open and ears open, pay attention to various on-site situations, respond to and support other tables at any time, and constantly create beautiful dreams for their guests.
Four, the items used in the supermarket have regulations, each person has a combat bag (all items have a store name), and it is not allowed to throw them around.
Supermarkets are all talented actors, and performance is a compulsory course for us to achieve the effect of confusing the fake with the real.
6. Supermarkets can laugh at life when they encounter any unfavorable factors, and can't lose themselves.
Seven, the supermarket is dare to show, dare to play, dare to make trouble, lively and cheerful, proactive, willing to endure hardships, enough to "March 8", to be an excellent shop assistant.
Eight, super store employees have a strong sense of teamwork and win the team battle.
Nine, expand the scope of customer goals, any seated guests are your prospective customers. The supermarket adopts crowd tactics, which is to make those who have no will have the will and finally place an order.
Ten, the supermarket should have a good mentality beyond normal people, firmly believe that there are no bad products, only poor employees in the store, and never give up easily.
Success does not belong to those who work hard, success does not belong to those who work hard,
Success belongs to those who work very hard.
Nineteen, show the quick order method
First, sit directly next to the guests:-→ Smile, be polite and be happy.
Second, ask immediately, choose the consumption category:-→ begin with the word "appreciation".
Third, directly cut into whether there is a budget positioning:-→ determine consumption indicators and use price lists to guide consumption.
Four. Immediately inform the current offers and main points of activities:-→ The opportunity is rare and comes once in a blue moon.
The verb (the abbreviation of verb) actively promotes the benefits and advantages of "signature dishes":-→ direct introduction, with special emphasis.
Six, fill in the customer card, citing trap tactics:-→ single order method, habit becomes nature, eliminate the customer's defensive mentality.
Seven, the scene atmosphere, create momentum, broadcast driven-→ open a shooting list.
Eight, ask for the amount of deposit-→ give priority to the full amount, be bold and cautious, and have your cake and eat it.
Key rules of on-site participation in exhibitions
1. Be sure to hold the pen in your hand immediately and write it to the customer at any time to enhance the visual trust. If the customer has any requirements, write them down first, and then negotiate slowly.
2. Invoice or receipt or customer coupon. After the guest sits down for 3 minutes, the store must take it out naturally, put it on the table naturally, and fill it in at any time. Don't be afraid!
Put the price list on the table, and you can only show the guests two at most. Use the strategy of choosing one from the other, take the initiative to launch "signature dishes", observe the words, take the initiative to recommend one set, and put away other unnecessary sets.
When you receive the deposit, you will take the initiative to accept the full amount. For example, "Miss Wang, please pay 2800 in advance, thank you very much!" (You can directly say the digital amount of the hedging price)
5. Store personnel must memorize all sign language codes and hold them high at any time, remember! Never leave the desktop, just look around when you have time and give your colleagues the greatest help at any time.
Twenty, the trilogy of performance order
First of all, the door to happiness
1, "Welcome" greets the guests actively, pulls the chair forward to give up the seat, and guides them to their seats. (Tactics begin)
2. "Welcome to XX Wedding Exhibition. Excuse me, are you enjoying the wedding photos, or ... "
3. Smile, introduce yourself, hand out your business card, and introduce yourself repeatedly.
4. shake hands.
5. Know each other and address each other. (closer to each other)
6. compliment each other. (a compliment)
Second, enter the theme and take the initiative to guide
1, always talking about "saving money".
2, using the price summary table, budget consumption intervention price → from high to high.
3. Use the method of taking orders from documents and the strategy of choosing one from the other (introduction of signature dishes) to set the set meal.
4. Focus on the other side. (three-touch method) constantly praise.
5, the use of fake receipts, so that guests can see examples, will be at ease.
Third, calculate the time and intervene in deposits.
1. Write down the deposit while filling in. Full payment is a brilliant idea.
2, observe words and observe colors, improvise, and apply both hard and soft.
Change "business" into "friend" friendly intervention, open customers' hearts, give play to "friendship network" and make use of "sympathy network".
Tactical utilization
1) How to remember customers
1. All store personnel (including supervisors) should have a "Store Participation Manual".
Second, while introducing your nickname, immediately write down the customer's name in the manuscript.
3. The customer's praise points are in the upper right corner of A4 post-it notes on the right. (open door method) Shunzhi name.
Four, A4 note paper in the upper left corner of the login on the left side of the customer's praise. (year name).
The records of items 5, 3 and 4 are convenient for players to join the battle immediately during the game, and it is more convenient to sort out afterwards and strengthen their memory, which will become the opening topic of the next meeting.
6. Address customers anytime, anywhere to deepen the freshness.
7. Prepare polaroid cameras and negatives. Once the transaction is completed, other service personnel will take a photo of three people and two customers.
Eight, you can stick a photo of two people on the flow chart of the customer card, so that customers can always get their ordinary appearance before makeup, which can reduce the trouble of film selection in the future and improve the film selection rate.
9. A photo of three people will be posted in the store, and the customer title and the waiter's name will be written in the blank space, so that the customer's name can be recalled immediately when you come to the door next time, and the focus of warm title can be achieved.
To respect the professional attitude of customers, start from yourself.
Sorry, hurting and waiting will only make you more incompetent. ...
3) the evolution of the guests
First, the comparison period: 90%, which belongs to the normal consumption mentality.
1) comparison service
2) Compare whether the products and contents are consistent. .......................................................................................................................................................................
3) Compare prices
Why do guests compare? Because you have no confidence in the store, your words and your performance are the key.
Why do guests compare? I don't agree with your so-called "introduction" because I'm not interested in you.
Why did the guests leave? I may think you lied to him, and I may think other places will be better.
Second, the period of calm thinking: accounting for 50%, belonging to the normal protective mentality.
1) Consultation and hesitation period ... Consultation and hesitation period
2) Not interested
3) I'm embarrassed to make conditions. ....................................................................................................................................................................
4) The price is inconsistent with the budget.
5) The atmosphere is not infectious enough. ....................................................................................................................................................................
Three. Action period: 65,438+05%, based on external feelings and moods.
1) The guests' affection for you has increased. ...........................................................................................................................................................
2) The guests have confidence in your words. .............................................................................. is sincere, frank and sincere.
3) guests have begun to identify with you and rely on you. ...............................................................................................................................................................
4) Happy, happy and undefended ....................................................................................................................................................................
Being good at using "humanized communication skills" will get twice the result with half the effort.
4) How to make good use of your charm
First of all, know how to package yourself.
1, pay attention to the appearance and hairstyle of clothes, and pay attention to the tone and skills of conversation.
3. The facial expression should be sincere and moving. 4. Body language should be vivid and flexible.
Second, know how to introduce yourself.
Keep saying your name. 2. Show the vitality of your eyes.
3, enthusiastic and energetic, take the initiative to help 4, the heart of service, the feelings of friends
Third, know how to sell yourself.
1. Push business cards anytime, anywhere. 2. shake hands generously.
3. Show unique temperament and self-cultivation. Make an impression
Fourth, know how to let go of yourself
1, abandon self-esteem and ego 2, put down figure and identity.
3. Moderate sacrifice and concession 4. No temper and anger
Fifth, know how to believe in yourself.
1, affirming self-worth; 2, deepen the sense of self-honor.
3. Who cares about me? 4. Exert the potential of willpower.
Quiet as a virgin, quiet as a rabbit.
Be careful, such as silk.
Twenty-two, show the image and norms of combat service personnel.
Today, any form of consumption will change from "seller's market to buyer's market", and the buyer has the right.
Choose or decide everything, then the seller's market must be packaged outside its own appearance, because "judging a person by his appearance" means judging the seller at the first contact, which is converted into a percentage. In the end, "Is the seller's value worthy of the buyer's trust and dependence?" That depends on whether you can sell yourself in the first place!
Company attaches great importance to personal image packaging, in order to establish the company brand image, and drive to shape,
Enhance the image of employees and show the personal charm of five-star employees. Especially in the program, the store must promote itself at the first time, so that customers will have a good impression and recognition of you.
1, ladies need makeup:
Apply lipstick, thrush, eye contour, eyes, hairstyle, clothes and dress shoes. (Need high spirits and proper manners)
2. Hair: employees' hair styles are neat and generous, not fluffy and messy, and maintain a professional image.
3. Dress emphasis: dress and hat. Female employees must wear stockings. Black shoes with heels are not allowed to wear cloth shoes and sandals. Male employees must wear shirts and ties, black shoes, shave, cut nose hair and manicure.
4. Wear the card correctly on the left chest. (It is forbidden to stagger, please ask others when you bring it. )
5. All employees speak Mandarin.
Twenty-four, to attract guests to the table.
1) Standard procedure for attracting guests to sit down.
1. Smile and greet him! !
(hello! Hello, we are XXXX wedding photography company)
2. Introduce the main points of the activity naturally (hand in hand with customers, give half the effort to attract customers to the table).
When entering the meeting place, bring the empty table in and shout "welcome".
4. Pull a chair with tea to accompany you to the table, raise your hand and ask the store to take up the battle. (Hands must be held high)
5. Ask customers about their consumption categories, and take the initiative to inform the store staff.
6. Before going to the guest list, take the initiative to look for samples that customers need to appreciate.
7. If the customer fails to enter the meeting, he must also say "thank you" politely.
When everyone applauds and celebrates at the same time, we must fully cooperate.
2) Requirements and job descriptions of personnel who guide the guests to their seats.
Main tasks: to attract customers to the table (to lead customers to the reception area of the infield, to find vacancies, and to find the store staff to receive them); Distribute leaflets; Contain the crowd; Pretend to occupy the table; Change photo albums and so on.
Job requirements: work in groups (divided into several groups according to the field situation, with team leaders). The team leader should obey the commander-in-chief and shoulder the responsibility of boosting morale.
Tourist requirements: 1 and1boys and girls under 8 years old are not allowed to enter.
2, unfashionable single boys and single girls can not be cited.
3, non-one-on-one couples try not to attract.
4. Grandparents cannot be quoted.
5, pregnant women can not be cited.
6. Packages are not allowed to be used on the day of the event.
7, don't be rude to attract guests, or use deceptive language to convince guests.
8. During working hours, it is forbidden to get together to chat, hide in the corner to rest, or escape from the scene.
9. Burt's Bee Company will not be paid if it fails to participate in or quit during the specified activity time.
10. If it is necessary to leave the site due to irresistible reasons, it must be reported to the general commander.
Working methods:
1, the entrance to the company event site. Let the guests stop and introduce themselves with a smile. (Stop the guest)
2. Care and eyes, sincere eyes, active self-introduction, negotiation and full of confidence. (explain your purpose)
3, nudge, sincere and polite body language, talk and walk. (Left-right behavior)
4. Seduce them politely and invite them to sit down. (Preferential measures, courtesy visit) (Seduce with courtesy)
5. Eliminate vigilance, self-confidence, politeness, brand display and everyone's manners. (Let your guard down)
6, the use of humanity, the use of compassion, seven points of affection. (Human Law)
7. Stalking and beating.
8. Geographical division, rights and rights, individuals and individuals. (Field Department)
8. Unsuccessful guests should have their own style. "Thank you, please take care." (Make a good impression)
Bee selection: 1, hardworking. (Work-study students are the best)
2, lively and cheerful personality, strong pressure resistance, outstanding appearance.
Fluent language expression and decent behavior.