1. How to attract customers

General procedure: greeting - greeting - looking for relevant topics - sorting out the ideas for negotiation. Therefore, greeting is very important. Regardless of whether the customer expresses purchase intention, you should come up and say: "What can I do for you?" or "May I help you?", or "Can I be of any". assistance?", if it is a regular customer, you can simply say: "Good afternoon, madam, something for you?"

2. How to open the topic

If the customer is noncommittal or shows dissatisfaction Look patiently, never give up easily, you can first say: "Everybody is welcome here, madam. Whether she buys or not. (Everyone is welcome here, madam. Whether she buys or not.)", and then ask tactfully: "Are you looking for something?".

3. How to close the distance

First express your identity, you can even exchange business cards, and then say some common polite words to pave the way for subsequent sales. One sentence: "Would you mind my recommending?" is very useful.

4. How to lobby for a purchase

The practice of getting straight to the point and talking nonstop during the first meeting is outdated. When you want to convince customers, it is best to use "Well, let me tell you why." as the opening statement to explain the use and advantages of the product.

5. How to display the product

You can say: "Please take a look at this." or "That one, madam? (Is that good?)" when describing the product. , use "As you can see, ~ (As you can see, ~)"

6. How to delay time

Buying time for a long-term war must be skillful, no matter how impatient it is Say "Please take your time" or "Go right ahead, please." Depending on the situation, you can also enter the topic through casual chat, allowing customers some time to think about it.

7. How to choose tools

36. How to refuse price cuts

It is almost inevitable for customers to bargain. There are probably very few salesmen who directly say no. So you should fully explain "We make so little on this line!" (We have no *** in this regard)

37. How to refuse tip

If the store stipulates that it cannot be collected When tipping, you can politely refuse the customer: "It's so kind of you, sir. But we can't accept your tips" (Sir, you are too kind, but we cannot accept tips)

38. How to explain high /Low price

You get what you pay for.

If a customer complains that the price is too high, you can say: "We have cheaper products if you want. But value depends on expense" (If you want, we have cheaper products, but the value depends entirely on the price)

39. How to refuse to bargain

If there is no room for negotiation, although the attitude should be firm, the tone should still be very tactful: "We have but one price, sir." or "Sorry we can't reduce the price, sir." (Sorry, we can't reduce the price, sir.)

40. How to say installment payment

Instalment payment is very popular nowadays, So you must learn to say: "You can buy them by installment"

41. How to explain installment payment

You must also be able to explain: "You pay a down-payment of five hundred dollars, and then, within a year, one hundred for each an every month.” (You can pay a deposit of 500 yuan first, and then pay 100 yuan every month within a year)

42. How to collect payment

If you pay on the spot, you may use this sentence: "Could you pay at the Cashier's Desk?" (Please go to the cashier to pay)

43. How to find change

Study and use the following sentences: "Thirteen dollars and twenty cents from one hundred dollars leaves eighty six dollars and eighty cents. You might see if that's all right, sir." 2 cents, I should give you 86 yuan and 8 cents, please click the amount)

44. How to issue invoices and receipts

After something is sold, not everything will be fine. Receipts and change are common tasks. After saying "Here's your receipt", don't forget to say thank you.

45. What to do if you change the wrong money

Everyone makes mistakes sometimes. At this time, the attitude must be sincere: "I'm very sorry for the mistake", and then say: "Here's the right change."

46. Standard payment method

When a customer asks you: "How much will this be" ( How much? ), you can say "Just a moment, please. I'll calculate that for you."

47. Explain the tax rate and service fee

Customers’ concerns are mostly about service charge (there is also a tax rate abroad). Your explanation must be clear: "A 10% service charge have been added to your bill." 10% service fee)

48. How to negotiate price

If you are willing to reduce the price, you can use however to change the tone: "However,..., we can give you a discount. "(However, we can give you a discount because of...)

49. How to treat regular customers preferentially

To regular customers you can say: "Ordinarily we sell them for one hundred and fifteen dollars, but I'll make a concession." (We usually sell it for 115 yuan, but you can get a discount)

50. How to give discounts to new customers

You can say to new customers: " I can manage to give you a discount of ten percent, deeming it as a kind of expenditure for advertisement.”

51. How to explain low price and good quality

The popular saying "It's indeed two-pence colored" is applicable to both Chinese and foreign countries

52. How to explain duty-free goods

Duty-free The label of the product usually states "It's tax-free". Of course, you must first confirm whether the customer is a tourist. You can say: "May I see your passport, please?"

53. How to introduce Precious products

Precious products are usually expensive, so "A good product will always sell." is more convincing than always emphasizing "pretty good"

54. How to collect down payment

Instalment payment is not much different from collecting other payments. The latter is except that the procedure is slightly more complicated. The premise is "May I have some money as a deposit?" (You can Pay part of the deposit? )

55. When paying by check

Nowadays, customers are gradually accustomed to paying by check or credit card. Faced with this situation, you should be able to say: " Of course you can pay by check.”

56. How to explain discounts

There are many ways, but don’t think that “15% discount to you.” 50% off!

57. When customers buy in bulk

At this time, they usually give the other party a preferential price, "I'll let you have everything at bed-rock prices" (I'll let you have everything at bed-rock prices) Give at the lowest price

The red-rock in "you" means the lowest

58. How to take advantage of the big sale

This is a good opportunity for you to show off your skills, "You may not have the same chance again.” (Don’t miss the opportunity) is the most frequently used sentence

59. How to cut off the fraction

When there is a discount, the price of the product usually has a fraction, and the seller will most likely give in. : "I will dispense with the odd five." (I will subtract the odd five yuan), or give some explanation before this sentence "In order to show deference to our customers." (For the sake of respecting the customers)

60. How to explain free modifications

Shortening and taking in clothes are mostly free of charge. You can make it clear to customers that "We don't charge for this."

61. How to sell cheaply

Tell customers that the size of their purchase determines the discount: "If you buy more than four pounds, we can allow you ten percent discount” (if you buy more than 4 pounds, you can get a 10% discount)

62. How to promote brands

An excellent salesperson should know how to sell famous brand products to customers at the appropriate time. , like "Are you interested in a particular brand?" (Are you interested in a particular brand?) and other introductory openings, be very familiar with them. As for world-class brands such as PLAYBOY, issey miyake, LACOSTE, and Christian Dior, you only need to know the name of the brand, and there is no need to promote them at all.

Step 63: How to prove the quality

For some specific products, there is a special identification method to prove their quality: if it is pure wool, you say: "let me prove it” (let me prove it to you). The next thing to do is to strike a match and burn a thread of it (draw a match and burn a thread of wool) and you will understand.

Tip 64: How to do incidental selling

In addition to enriching his knowledge and ability in all aspects, a successful salesperson must also be familiar with various sales techniques. Incidental selling is the key of an item. After completing the sales pitch, you can say: "Now, what about something else?" or "What next today?" (Anything else?) You can often get unexpected results.

Top 65: How to find out the main reasons that hinder sales

“Sales begins when you are rejected.” This sentence is E.G. Ray, who has led the world in life insurance performance. Famous words spoken by Tower Gate. Therefore, how to break through the main factors that hinder sales when being rejected is a topic that salespeople must train more. People who buy things often like to ask each other's opinions when shopping, so you must point out "Maybe you must rely on the opinion of your family." (Maybe, you must rely on your family to make decisions) Then, the customer will Will tell you what the real reason is.

No. 66 How to explain whether it is made in the country or imported from abroad

People basically like foreign products. This is the reason why salespeople can introduce it separately, "This is made" in China, but that isn't." (This one is made in China, that one is imported).

Tip 67: How to ask customers to change to another style

When no customer specifies the item to be purchased, do not stop there and respond quickly: "Sorry, we haven' t got that. Do you prefer Salem?” (Sorry, we don’t have that. Would you like to use Salem instead?) This kind of continuous and positive sales attitude is the only way to win.

No. 68 How to persuade customers to customize

If the customer cannot find suitable clothing in the ready-made wardrobe, you may wish to suggest him to customize a set and explain to him the advantages of customization: "They are fitted to the body, and are much more carefully finished" (particularly well-fitted, and the workmanship is exquisite)

How to explain that goods are exchangeable in Tip 69

Generally speaking, Goods will not be returned or exchanged once they are shipped out. However, if the item does appear to be defective, it can usually be replaced within a certain period of time. At this time you have to say: "We'll exchange it, of course." (Of course, we will exchange it for you)

Step 70: How to ensure repair

Reputable manufacturers There is sufficient guarantee for the goods sold, because the business is not just for a short time, but for a long time, so you will use: "The guarantee provides for free service and parts." (Guaranteed free repair).

Tip 71: How to ensure compatibility

If you are confident enough in the product you are selling, you can certainly pat your chest and say to your customers: "If they do not fit perfectly, I "will have another suit made for you." (If it doesn't fit a little bit, I can make another suit for you.) If the salesman guarantees that it will fit, it is very easy to convince the customer, because a positive guarantee will definitely be satisfactory.

No. 72: How to do it on the spot

It is very necessary training for the salesmen to do the function of the product on the spot. If a customer asks you to have it operated (please do it), you can come in handy immediately: "Now you see how interestingly it works." (Now you can see how interestingly it rotates.)

Step 73: How to Make a Shopping List

When customers buy in large quantities, it is best to make a list for them, then ask for their opinions, and repeat it before you are done: " I will give you a bill listing all of them” (I will give you a bill listing all the items purchased)

Step 74: How to buy in bulk

Like tableware For most things like cups, it is more cost-effective to buy them in sets. Salespeople usually say: "It must cost more if you just want a single cup" (If you only buy a cup, the price will be more expensive). Based on the mentality of being greedy for small things, customers Most will be purchased in sets.

Tip 75: How to package as gifts

For products purchased by customers as gifts, absolutely pay attention to packaging. Therefore, after you know that the customer wants to give a gift, you'd better use this sentence: "Gift-wrap it for you" (let me wrap it as a gift for you). Being proactive and positive can often make you invincible.

Step 76: How to help customers send them separately

The salesperson's service is available anytime and anywhere, so when the customer's items need to be sent to two places separately, of course you have to say : "I'll send them for you separately." (I will send them separately for you) From the details of the transaction, a salesman's adaptability can be tested.

Tip 77: How to confirm product knowledge

Only by knowing yourself and the enemy can you win every battle.

Salesmen must know that the driving force of sales lies mainly in your salesmanship, not the product itself; therefore, your product knowledge and experience are particularly important in comparison. "Judging from past sales" (in my sales experience) is a good way to start, followed by: "I'd say you'll never have to call on your guarantee" .

No. 78 How to thank regular customers

For regular customers, salesmen do not need to be too respectful and polite, saying something like this, "I'm most pleased if you would like to see them, whether "You are going to buy or not" (You just need to visit and have a look, I feel very happy whether you buy or not) and everything will be OK.

How to explain convenient and fast service in No. 79

Promotion and advertising are integrated, so "I'll do my best as soon as possible." You provide the best service) This sentence must be kept on your lips at all times in order to effectively carry out marketing work.

Step 80: How to explain business hours

Explaining business hours is a prerequisite to ensure business comes to your door. Therefore, "Our business time is from 10:00 AM to 9:00 PM" ( Our business hours are from 10 a.m. to 9 p.m.) These words are used almost every day, and salesmen should know them by heart.

Tip 81: How to leave messages for customers

In modern shopping malls, telephone response is very important. Especially in department stores or restaurants, you often receive outside calls looking for customers. If the radio calls him to listen, but he is not there, you have to politely ask him to leave a message: "May I have the message?"

Tip 82: How to communicate for customers

If you receive an outside call from a customer, the first step is to tell the other party "I'll page him for you." (I will help you.) Call him to answer).

Tip 83: How to close a deal quickly

If money is mentioned when discussing business, the deal is not far away. The salesman's way of handling money must be crisp and decisive. As long as the price is reasonable and the customer is satisfied, the salesman must be nimble and immediately say "Take you sixty dollars, sir" (Take you sixty dollars, sir) to deliver the change and give change once.

No. 84 How to refuse returns

Rejecting customers is a skill, and you should adopt tactful methods; for example, when customers want to refund money, exchange goods, etc., you only need to say: "I'm sorry, it's our store rule." (Sorry, this is our store rule - no returns or exchanges) can not only easily solve the problem, but also establish good store rules.

Step 85: How to apologize to customers for poor quality

The most embarrassing thing for a salesman is when he sells the product he boasted about recommending, but is questioned by the customer because of poor quality. . At this time, the best way is to sincerely admit your mistake: "I'm terribly sorry." and then take compensatory measures "If you'll just wait a minute, I'll give you a new one."

Tip 86: How to emphasize after-sales service

Emphasis on perfect after-sales service is the main reason to help customers make decisions.

"We assume all responsibility for service and repair." (We assume all responsibility for service and repair.)

Step 87: How to thank you for your patronage

Usually after the transaction is completed, the salesperson will say : "Thank you, please come again" (Thank you, please come again) and the like, most customers can hear and hear it without feeling anything. If you can use "You have been very helpful." (Thank you for your help) instead. , which will surely refresh customers.

No. 88 How to deal with complaints

In the process of handling complaints, the problem will become more and more serious if it is handled improperly; if handled appropriately, it may be a "blessing in disguise". First of all, you should apologize "I am very sorry." and then say "I will find out the main reason as soon as possible." (I will find out the main reason as soon as possible.) to show efficiency and responsibility.

Tip 89: How to do perfect after-sales tracking

“Tracking one customer is better than developing ten customers” is a famous saying popular in the sales industry. Timely cooperation such as visits, DMs, sales letters, phone calls, etc. can allow you to quickly understand market trends. Generally speaking, they are included in the information card. Please fill out the form "Please fill out the list." This is to keep in touch with customers. first step.

Tip 90: How to get customers to pay more to buy goods

The secret of sales lies in how to use questions. Typical questions like "Do you want to see anything else?" are the key to a successful sales pitch. Go a step further and put the purpose into the question, "What about this one?" to induce customers' thoughts.

No. 91: How to respond to customer special requests

Customers often say: "Others have it, why don't you?" If you can be accommodating and add services, you can answer " Certainly, we sell coffee by weight, too” (of course, we can also retail coffee by weight).

No. 92: How to Apologize Frankly

When your product makes a mistake or your own negligence causes customer dissatisfaction, "I'm very sorry for our carelessness" (Sorry, this is caused by our negligence) This kind of frank apology can often resolve all disputes satisfactorily.

Tip 93: When a malfunction occurs during the warranty period

When the sold product malfunctions during the warranty period, of course, it must enjoy free repair service. Therefore, you will use "Within a period of one year, any repair is free of charge." /p>

If the customer thinks the quality is poor and asks for a refund but does not want to exchange the goods, you'd better follow "We can refund you" (we will refund you). "Customer first" is always for salesmen. That's right.

The 95th answer to rejecting positioning when the customer is full

"A steady flow of customers" is the hope of every store, but if the business is too good, you can only You can say: "I'm afraid we are fully booked for tonight" (I'm afraid the seats are fully booked tonight) to politely turn away customers who come to avoid overcrowding and affecting service quality.

Recruitment 96: When old customers introduce new customers

The advantage of old customers is that they will bring new customers. At this time, in addition to thanking and establishing friendship, you can also say "What a great insight you have" ( You have such a good sense!) You not only thank your customers, but also increase your own value.

When the 97th customer walks away

When the salesman tries his best but still cannot convince the customer to buy, or when he encounters an extremely difficult customer, he should remember that "harmony brings wealth" ", commonly used "I'm sorry I couldn't be of any help." (I'm sorry I couldn't be of any help.).

Tip 98: When dealing with holiday gifts

Before giving a gift, customers usually like beautiful packaging, so trying to figure out the gift giver's intentions is a course that salesmen must study. When introducing gifts, use "Here is a display of our Christmas parcels" (Here is a display of our Christmas parcels)

Step 99 to ensure satisfaction

Be excellent Salesmen must have full confidence in themselves and the products they sell in order to ensure customer satisfaction. Usually this trick is "I'll promise to take it back or exchange it if you find it is not good."

The 100th trick is special service

When the customer has special requirements, you You must answer "I would if I could" immediately. Whether you can do it or not is secondary.

Because when the buyer starts to inquire, it is the stage when the purchase intention reaches its climax. Therefore, the salesperson should make good use of it

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Ruby ruby

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Kunzite Kongsai Stone

Sapphire

Banded Agate

Citrine

Kyanite

Sillimanite Sillimanite

Fire Agate

Coral

Lapis Lazuli

Smithsonite

Danburite

Lazulite

Smoky Quartz

Alexandrite Cat's eye Alexandrite Cat's Eye

Demantoid

Malachite

South sea Pearl

Aguamarine

Diamond

Marble

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Diopside

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Sphene

Amethyst

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Obsidian

Spodumene

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Euclase

Opal

Tanzanite

Augite ordinary pyroxene

Fluorite fluorite

Black Opal black opal

Topaz topaz, topaz

Axinite ax stone< /p>

Garnet

Fire Opal

Tourmaline

Barite

Green Quartz

orthoclase

Tremolite

Benitoite

Grossularite< /p>

Pearl

Tsavorite, follow me, tsavorite

Beryl

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Mother of Pearl

Zircon

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Hydrogrossular

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Ivor

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Cessiterite

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Rose Quartz Rose Quartz