Open a shop, run a business and make money. In the face of picky customers, our retail customers must first practice "forbearance". When you meet such customers, you must be calm and don't confront them. As the saying goes, to take a step back, in the face of such customers, we should adjust our emotions in the shortest possible time. Don't get angry when we hear customers complain and criticize. This is tantamount to adding fuel to the fire. In the end, the problem was not handled well, which led to the deterioration of the situation and the customer's mood was not appeased. Therefore, when you meet such customers, you must be calm.
The day before the Spring Festival last year, I was busy in the shop. At this time, a customer who looked like a migrant worker came and said that he had come to buy cigarettes. He asked me several kinds of cigarettes one after another, and the brands he asked were either not released by the tobacco company or stopped by the manufacturer. Seeing that there is no brand he likes, the customer said sourly, can this store still be opened? I don't want any varieties. I think you must shut it down! At first glance, this customer is not a smoker either. I think he bought it as a gift. I didn't stand up against him at that time, but endured the injustice and explained to him. It's not that our store doesn't want to sell these cigarettes, but that the tobacco company didn't put them in and there were no bowls in the pot. Otherwise, look at other brands of the same grade. Brand X has been put into the local market for a long time, and customers have responded well. You can try this brand. Only by doing a good job in customer service can the customer's anger be gradually calmed down and the tone be eased. In fact, customers are too picky, basically can not meet the needs, anxious to cause impulsive. As our retail customers, we must put ourselves in their shoes and understand their feelings at that time. Only in this way can we serve the "picky" customers.
Retail customer: Zheng Yuzhu
Viewpoint: Have a correct attitude.
There are many things to do in opening a shop and doing business. Sometimes it is inevitable that there will be impatience. Therefore, in the process of receiving customers, the attitude towards customers will be easily affected by external factors. If you encounter something annoying or unsatisfactory, at this time, if customers find fault and make irresponsible remarks, it is easy to intensify or expand this mentality. Therefore, in the process of serving customers, there will be three phenomena: we can be patient when we are in a good mood, and our retail customers can accept it anyway; When I am in a general mood, I hope to end this business as soon as possible, and the service is also perfunctory; When I am in a bad mood, I will be more serious about my customers. If you find fault with me, I will have to put you in charge. In this way, the atmosphere is not easy to ease. Therefore, in the face of picky customers, our retail customers must first correct their attitudes. If you have to compete with customers, it is easy to produce contradictions and intensify them.
Therefore, in the face of picky customers, our retail customers should adjust their mentality in time. I told myself that since I chose to open a shop, I chose a business that suffers hardships and suffers indignities. Only by satisfying customers can we do business well. So when receiving customers, don't affect customers' mood because of your unhappiness. We should deal with customers with a happy mood. Customers are picky, which shows that our business work is still flawed and there is room for improvement. In fact, customers complain and criticize you. If you take them seriously, it will only make your mood worse. Instead of letting yourself eat enough before doing business, it is better to correct your thoughts, relax yourself, let your mood be released, and feel relaxed when receiving customers.
In the course of operation, it will involve some reasons such as shortage of goods and imperfect service. Some customers will be picky and even unreasonable, which makes retailers very passive. In fact, these customers know that their demands are unreasonable. In some cases, retailers are beyond their power, but they still need to vent. In this case, the only thing retail customers can do is to let them vent and criticize, and don't argue with customers.
Retail Customer: Zhang Dongdong
Viewpoint: Listen carefully.
In the face of picky customers, our retail customers must first ensure that they are calm, emotionally stable, patient and not impatient when receiving. At the same time, it is necessary to cultivate the habit of listening, which is the premise of effectively solving customer complaints and alleviating contradictions; Secondly, we should have the most basic business knowledge and communication skills. For the questions raised by customers, use your own skills to find suitable topics, create a harmonious and relaxed communication atmosphere, and avoid the intensification of contradictions.
In the specific operation process, there are two situations worthy of attention: First, if the questions raised by customers are really ignored by our retail customers, we should listen patiently, regardless of whether the customers' words are excessive or cynical, give customers an opportunity to vent their emotions, and also give ourselves a buffer time to stabilize their emotions, understand the nature of customers' nitpicking, and in addition, be "emotional and understanding" to customers. Under normal circumstances, customers will not pester retailers for no reason. They do this because sometimes they really don't know much about certain things and commodities, have a desire to know "why", or vent their emotions. In fact, this is a normal mentality that everyone will have. Therefore, after carefully understanding the real intention of customer complaints, our retail customers should use their own knowledge to sincerely and patiently explain to customers and convince them. This will not only stop customers from being picky, but also enhance mutual trust and understanding.
Second, when customers' problems or service measures are not perfect, but they are difficult to solve in a short time, our retail customers should sincerely say sorry to customers, because customers' requirements cannot be solved or even realized in a short time. At this time, you can't make any false promises to customers, or cheat customers, or refuse customers loudly and angrily. In this case, you must be a loyal listener, pay less attention and listen more. In short, how to properly solve the problems raised by customers is not only related to the image and reputation of the store, but also a test of the retailer's operating ability. As long as we always keep in mind the slogan "Customer is God" and put ourselves in the customer's shoes, retail customers will certainly win the understanding and support of customers.
Retail customers: left
Viewpoint: We should grasp the key.
To say that customers are picky, complaining and grumpy is not all because they are bad-tempered and difficult to serve. Many times it is caused by the negligence of our retail customers. So, how can we satisfy the discerning customers? In my opinion, the most basic condition is that you should calm down, listen patiently, think carefully, and understand the content behind customer complaints, so as to grasp the key to the problem and "prescribe the right medicine". Don't interrupt the customer's speech easily, and don't refuse at will. This will not only make the content of customers' venting difficult to understand, but also intensify contradictions and cause greater dissatisfaction among customers. You know, customers don't mean to be picky. They often take it out on you for a reason. As a retailer, we must first stabilize our emotions and not be impatient. You must listen to the customer patiently, and then grasp the key points of the content to answer. Don't delay what can be solved in time, not to mention many objective reasons. Since the customer is picky, it means that your work is not done well. But if the problem is difficult to solve in a short time, explain it to the customer in a euphemistic tone, let the customer realize that you really want to help him solve the problem, and let the customer feel your sincerity and enthusiasm. In the face of this picky customer, don't push the problem away, or stay out of it, but actively help customers and provide them with the best service. Only in this way can we make up for it and enhance our business image.
For terminal retail customers, they have to face a large number of customers every day, and complaints and things that find fault with you happen from time to time. In this case, if the retail customers solve it well, it may be happy for everyone. If it is not handled properly, it will easily lead to future troubles and affect your business and service image. Therefore, in our daily operations, our retail customers must be diligent in empathy, be good at using their brains, and always hold the service concept of "customers are God" in order to win customers' hearts and achieve good results.
Highlight: Be grateful for criticizing your customers.
Goods are made and services are deduced. People will complain about the defects of goods when they see them, but the bad impression of services will only remain in their hearts and will affect more people in the future. Therefore, in the face of picky customers, they are the lifeline to make up for our defects. For this kind of customers, we can't just treat them coldly, but treat them sincerely with a grateful heart. Sometimes, retailers think their service is perfect, but it is these careful customers who can find problems in perfection and point them out, which plays a very important role in improving service.
—— Wang Yuping, a retail customer in Gaogou Town, Lianshui County, Jiangsu Province, should dare to accept customer criticism.
When customers are picky, we should find out the reason as soon as possible, whether our service work is not in place or the quality of goods is not up to standard. For example, when a customer complains that the product is not good, if the quality of the product is really bad, he should sincerely apologize to the other party in order to gain the understanding of the other party, and at the same time find out the intention of the other party, whether to change or return it. Never say something irresponsible, such as "this will never happen!" Or "You didn't see it clearly when you bought it. Can you blame me? " Wait a minute. Because this kind of words will make customers think that you killed him on purpose, but you will lose your credit. Retail customers should dare to accept and deal with it decisively. No matter the store management, product quality or the customer's own reasons, as long as the customer shows dissatisfaction, help him solve it as soon as possible, and don't hesitate. Only in this way can we establish a good reputation in the hearts of customers, which is good for future work.
-Xie Guancun, an urban retail customer in Lianshui County, Jiangsu Province, don't give up every picky customer.
Customers are not picky by nature. Many of our retail customers always avoid such customers, preferring to lose business rather than listen to their nagging. In fact, customers' ideas are always changing. Asking about his preferences and introducing all the products to him may not achieve good results. Once an agreement is reached with him, he will immediately change his mind and buy another product. The same is true for serving customers: sometimes a five-minute conversation is enough to appease a disgruntled customer who threatens to go to your competitor and agrees to buy goods from you. So, don't give up every picky customer easily.
—— Meng Huarui, a retail customer in Qianjin Town, Lianshui County, Jiangsu Province