Lead: Sales talk is a model document for sales staff to communicate with customers, depending on the sales industry category. The following are the sales words and skills I collected to sell shoes. I hope you like it!

What are the sales skills and words of shoe shopping guide? As a shoe shopping guide, the most important thing is to sell shoes in your own language. The language of selling shoes is skillful. It doesn't necessarily mean that customers will buy shoes as long as you say so. In order to sell shoes better, it is necessary to know the sales skills and words of shoe guides.

The first situation of selling shoes is:

Taking the initiative to ask questions will arouse customers' disgust. If a customer approaches the counter, the salesperson will ask, "What can I do for you?" When the customer heard this question, he not only refused to accept it, but asked the salesperson,' Can't you read it if you don't buy it? Both sides are embarrassed.

The second situation of selling shoes is:

Due to busy business or other objective conditions, sometimes the sales staff can't take the initiative to ask questions to every customer.

The third situation of selling shoes is:

Some customers only look at the goods, and the salespeople don't ask or ask. In this case, we should find a good time to ask questions.

When customers stop at the counter, when customers touch goods or discuss goods with other customers, when customers come to the counter with money, it is a good opportunity for salespeople to ask customers. Language must be civilized, polite, sincere and cordial, and the first sentence should be properly addressed. What can I do for you, miss and sir? Use language tactfully and become active. For example, the clerk at the counter was sorting out the goods and didn't notice the customers coming to the counter. At this time, the customer shouted to the clerk, "Miss, show me this dress." The clerk should put down the sorted goods at once. As he put down his clothes, he asked, "Are you wearing them or others?" This question belongs to wit, from passive answer to active question, which can lay the foundation for the smooth progress of the whole service process. Be flexible. When a salesperson asks a customer questions, he can't stare at' Miss, what can I do for you? What do you want, sir? Don't put it down.

Selling shoes, skills and words also needs to be done: ask questions according to the situation.

First of all, according to the age, gender, occupation and other characteristics of customers, flexibly decide the content of questions. Taking the initiative to ask questions can dispel customers' doubts, and at the same time, it can quickly understand customers' purposes and provide a basis for the next service.

Then: Our answer: When a customer chooses a product and thinks the price is too high, the clerk has two ways to answer this question: one is' Although the price of this product is higher, the quality is good', and the other is' Although the quality of this product is good, the price is higher'. Although these two sentences are just reversed, they give people a completely different impression.

Before and after the two statements will make customers feel that this product is of good quality, even if it is expensive, it is worth buying. Answer customers' questions according to their expressions. This means that the clerk answers the customer's questions while observing the customer's reaction, so as to understand the customer's attitude towards the goods and determine his own answer. If the customer asks the clerk,' What color should I wear?' The clerk pointed at the customer and said,' I think this color is beautiful, don't you? If the customer says' Yes, it's really good', the salesperson can continue to introduce it. If the salesperson shows the simple pattern to the customer, the customer will frown and say nothing after seeing it. Salespeople should understand that customers are not satisfied with this and should show it to customers in bright colors, otherwise it will definitely affect customers' buying mood.

Finally, to say a polite farewell to customers who are about to leave the counter is not only a simple polite expression, but also has rich internal meaning. A caring farewell. This farewell is used for special customers and careless customers. For example, elderly customers are slow in words and deeds and have poor memory. When the salesperson says goodbye, he should say in a friendly and caring language,' Grandpa, please take it and walk slowly on the road!' This farewell speech meets the psychological requirements of elderly customers from the use of words and intonation.

When a careless customer leaves after shopping, the salesman should say,' Miss, please put the money away and take the things well. Goodbye! "In this way, customers will feel that the salesperson's reminder is too timely, thus generating gratitude!

There are many skills in language and art, and shopping guides should be used according to different situations. This is not only a sign of courtesy, but more importantly, it brings pleasure to customers after the transaction, laying a foundation for future services, thus establishing a good social image for the company's brand.

Shoe sales skills 1, the customer said that the front of leather won't break, and our shoes break easily!

Coping skills: (don't argue with customers about leather and non-leather, remind customers to pay attention to maintenance when wearing leather shoes to avoid collision and scratches)

Response statement: any leather is very soft, leather shoes are fine, and even the best shoes will be damaged when kicked on hard objects. Pay attention to maintenance when wearing it at ordinary times to avoid collision and scratch.

2. The customer is worried that the patent leather is easy to scratch or fall off the knee.

Coping skills: tell customers that as long as they wear it with proper attention, if it is not suitable for climbing mountains, the leather itself can be protected by a protective film. Usually pay more attention to avoid their anxiety not to buy!

3, some leather is particularly hard to pinch, how to wear it will not be soft, and it is useless to hold it (or some heels are very grinding).

Note: It is suggested that the commodity department distribute a certain amount of wax oil, which can effectively prevent foot rubbing. For the case that leather is particularly hard, you can tell customers that this is a natural phenomenon. New shoes have an adaptation process with people's feet. Just wear them for a few days! (Wrap the hammer with a cloth and tap the back bag)

Customers often ask us to do activities 365 days a year. Or ask if the price of the shoes you just bought has dropped? )

Response statement: Our company will do some activities from time to time to give discounts to new and old customers. Our company has never advertised, so the company will give the saved advertising fees to consumers. Now doing activities, the price is low, the shoes are of good style and the quality is guaranteed. Why don't you take this opportunity to buy more pairs?

Customers often ask us how much discount on the retail price.

Note: You can clearly tell customers that this is a unified activity of the company! If there are shoes marked with retail price, you can tell the customer after calculation. The current activity is just a few discounts, and often such customers pay more attention to the price of shoes!

6. Customers who often come to veiing to buy shoes say that they will come back when the company reduces the price.

Coping method: since you are a regular customer, you can't give up. If we don't listen to the explanation, we can talk to the guests at any time to reduce their resistance, introduce the products in the middle, increase their desire to buy, and analyze the advantages and disadvantages of new products and discounted products as friends (mainly new products). New products will not be reduced in price at any time.

Response statement: sir/madam, in fact, our new products will not be reduced in price, and only some old shoe enterprises with broken sizes will sell them at special prices. Besides, the shoes you tried on are the latest styles that have just arrived, with neat sizes and good sales, so the price will not be reduced. Miss, it looks good on you, so don't wait any longer. Just this pair.

7. Customer feedback: Your activity didn't indicate that VIP can't be discounted. You engage in activities every day, and VIP cards are basically useless. Response statement: Our company has different styles listed at different times. The purpose of company activities is to give discounts to new and old customers. There is no discount for special goods. The price is very favorable now. You might as well buy more pairs now.

8. Many old customers complained about the use of VIP card points.

Answer skills: VIP card points are our company's understanding of customer sales. When the points reach a certain point, the company may give corresponding gifts. (Now the points are temporarily cancelled)

9. Customers ask for VIP discounts from other customers, and we don't allow them.

Response statement: Sorry, sir/madam, our VIP card only accepts the signature of VIP. If you spend all the money in 300 yuan that day, you can apply for a VIP, and you can use a VIP card to get a discount next time. Isn't this better?

10, isn't there a 20% discount for VIP cards? Why is it 10% off again?

Response statement: the regular price of our VIP card is 20% off, and the discounted products can be 10% off. This discount is already very low in the industry, and the intensity is relatively large. At present, all the products in the company's promotional activities are discounted, and the price is very affordable. It's a good deal to buy shoes with cards.

1 1. You came a few days ago and called 8 at this price. 20% off, and now you've raised the price again. We are old customers.

Response statement: We used to hit 8 on the basis of preferential price. 20% off, the purpose of the company's activities is to give back to old customers. In fact, today's activities are stronger than the original activities. You can see that the price of our soles is the same.

12. Two stores adjacent to the same brand have different activities and different prices.

Response statement: the company's activities for different commodities are different, and the price difference will not be too big. In addition, the most important thing to buy is to make a picture.

Love and convenience, don't you think

13, customers often ask why the style is so old-fashioned and not fashionable enough.

Response statement: Sir/Miss, in fact, this style is a classic style of our company and is very popular. It has been sold out in our XX store, and there are not many in our store (and then the FAB of the product will be introduced). 14. Why are the toes of some shoes in your company crooked?

Response statement: Sir/Miss, this is specially made by our company and is suitable for people's feet. After you wear it for a while, it will fit your feet better, so it will be more comfortable to wear.

15, customers often say that our shoes are imitations of Belle and Tata.

Answer: You have a good eye. This style is the most popular this year. We don't imitate Belle and Tata. Many domestic brands are inspired by Italy, and our brand is from Italy. Compared with Belle and Tata, our price is more affordable.

16. Except for the brand, your shoes are exactly the same as those on the market in style, sole and leather, but your shoes are more expensive.

Response statement: Sir/Miss, you may not know that our fabrics are all imported materials, and the soles are wear-resistant and non-slip. The cost is much higher than the market, and we also have a good after-sales service guarantee.

17, I don't know how to match it when I bought it. I'd better come with my friends.

Response statement: Sir/Miss, in fact, several of my friends (or former guests) have bought this style, and they are all matched in this way, and the effect is very good. Why don't I give you a reference?

18. When the customer looked at the shoes, he suddenly found that the nail holes of the shoes were rusted. How do you explain this?

Response statement: (tell the customer in a relaxed tone) This is a minor problem. Metal products exposed to air for a long time are bound to be oxidized. Let me handle it for you. It looks better than the original. Then clean the rusty part with fine sandpaper, and then apply nail polish! In this way, it will not rust easily in the future. It is better to seal it with a layer of wax for better protection. )

19. After the customer tried on the shoes satisfactorily, he repeatedly asked for a discount?

Answer skills: tell customers clearly that we are a national brand chain store, and the price is uniform, which is formulated by the company, even if we buy it ourselves.

20. The customer felt satisfied after trying it on, but the price was too high, so he found fault and asked for a discount.

Response statement: Sir/Madam, our price is unique! You have a good eye. The shoes you choose are the best sellers. They may be out of stock today, and the price of good things will be higher!

2 1, the customer only wants a pair of sample shoes, asking for new shoes, or asking for a discount.

Response statement: Sir/Miss, our sample shoes are replaced every two days, and we usually pay great attention to the maintenance of the sample shoes. Our sample shoes are our new styles, which are very popular and may be sold today. Moreover, when we distribute goods, there is only one pair per yard, so it is difficult to replenish. If the customer strongly demands a new one, you can ask the customer to leave a deposit and ask for instructions to transfer the goods. )

22. When the customer pays the bill, he finds that the shoe blank holder is not good and doubts the quality of the shoes? (For example, overflow, lack of glue, holes or wrinkles in the blank holder)

Response statement: Sir/Madam, we have sold many pairs of these shoes, and there have been no problems.

A, (If the glue overflows, tell the customer) This shoe needs more glue to make it stronger. This is a small problem, and we will deal with it for you right away;

B, (If there is a shortage of glue: tell the customer) Our shoes are all pressed at high temperature, which is very firm. Don't worry, we still have good after-sales service.

C, if there is a small hole, use a needle to fill the glue.

D, if the customer is not satisfied, change a pair.

23. The zipper of boots is not easy to pull.

Response statement: (tell the customer in a relaxed tone) This is a minor problem. I'll just take care of it for you a little, and it won't affect the overall appearance. You can arrange the glue in the back compartment first, but the zipper is not easy to pull. Just put some wax on it and try it back and forth several times! )

24. When the customer is ready to pay the bill, he hears other customers say that the shoes don't look good and he doesn't want to buy them.

Answer skills: In case of such incidents, pay attention to one-on-one service for customers, so that customers will not hesitate! Tell customers in a low voice that the key to buying shoes is to look at what you like, trust your eyes and try to walk a few times. Some customers will inevitably buy styles that are not suitable for them because they don't pay much attention. You trust me!

The customer who tried on the shoes had no problem, but her friend didn't like it and strongly opposed it.

Note: In the sales process, try to keep consistent with the opinions of guests and friends who act as "military consultants". When the opinions of "military consultants" are consistent with those of guests.

On the contrary, try to distract the "strategist" (for example, show her other styles of shoes or product brochures or ask him to fill out a "customer questionnaire"), and don't forget to prepare a cup of tea to increase customer confidence.

Response statement: Sir/Miss, in fact, these shoes really suit you and are very comfortable to wear. The most important thing to buy is to see what you like. You look so good, so this pair is enough.

26. Some customers have worn our shoes and feel that the quality is not very good. They often come to visit and talk about the shortcomings of shoes in front of other customers. Answer skills: One-on-one service in sales will reduce the number of contacts between such customers and customers entering the store. First of all, we should be polite to such customers. At the same time, we should also thank her for coming to our store often and asking her about our shoes, thanking her for giving us advice and telling customers that we have good after-sales service.

27. The customer was satisfied after trying on the shoes, but said he wanted to go to other stores.

Coping skills: Introduce the FAB of this shoe, its sales situation, and the scale and strength of our company. If customers insist on their own views, we should also leave a good impression on customers and say, "Never mind, you can reconsider, but I believe it is difficult for you to find another shoe that suits you so well."

28. Customers complain that our shoe size is too short, and they want shoes of size 40.

Answer skills: tell customers that size 40 women's shoes are a special size! But sometimes she can wear size 39 shoes (it is also possible to enlarge them with a shoe expander), as long as it doesn't affect her wearing, she can sell them!

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