Shop assistants in clothing stores are very important. If you have opened a shop for many years, you may have developed a good oral material. Clothing sales should not only have good oral materials, but also respond quickly. The most important thing is to be able to observe words and deeds and make different reactions according to different guests. This article is some familiar situational dialogues summarized from my years of clothing sales experience. 1. Why are your clothes so old-fashioned and not suitable for young people? Reference answer: 1. You should judge whether this consumer is suitable for wearing young people's products (if yes, please answer with 2, if the guest is suitable for wearing old-fashioned clothes. Then you should make effective promotion according to different consumers. For example, A: The core customer group of our brand is an international classic menswear brand carefully built for mature and successful men aged 35-50, so the overall style is simple, steady and mature. It is designed for successful men of your age, and this dress suits you very well, because (from the perspective of wearing: skin color/body shape/personality/age/occupation/occasion/collocation) and so on, it is recommended by professionals. Look at the clothes on your upper body, sir. You can try it on (take action, take out a size suitable for consumers, unbutton the zipper, and try your best to seize the opportunity for guests to wear it. In fact, sometimes there are sales opportunities when you act. The key to buying clothes is to look good and wear your own taste and temperament. Here, try it on. For example, B: I have observed an interesting contradiction in my life. Many things will have different results from another angle, depending on how we look at them, such as being old-fashioned. In fact, another angle is mature and generous. It's like a popular social walk: men are lively and say you are too oily, silent and boring. Ha ha. The core customer base of our brand is an international classic men's wear brand carefully built for mature and successful men aged 35-50, so the overall style is simple and steady, mature and generous. It is designed for a successful man like you, and the upper body effect is more obvious. Come on, you can try. The key to buying clothes is to look good and wear your own taste and temperament. This dress is very suitable for you (after trying it on), because (from the perspective of wearing: skin color/body shape/personality/age/occupation/occasion/collocation) and so on, it is recommended by professionals. 2. If that product is really not suitable for consumers, you should sell it according to his (her recommended wearer's) wearing style, and immediately take out (bring) the product suitable for consumers for professional recommendation. For example: a: sir, you have a very good eye, or: at first glance, you are a fashionista who is very particular about clothes. This model is a bit mature (old-fashioned) and not suitable for you (or the person you sent it to). You (or the person you sent) should wear this at this age (take out the right product in time, action is the beginning of success! ) and tell him (her) the reason for your recommendation: Why should I give it to you? Because you are XXXX, I suggest this XXXX (a selling point aimed at the front and trying to make guests feel as much as possible), (from the perspective of wearing: skin color/body shape/personality/age/occupation/occasion/collocation) and other professional recommendations. Here, try it on. (Try it on) 3. If your product is really old-fashioned, then you should advise the boss to avoid it when ordering (you can write a suggestion every time the boss buys goods, but our front-line partners must ensure that the goods bought by the boss are sold according to everyone's opinions (controlled in a reasonable inventory), and our front-line partners should have this confidence and responsibility, not to say one thing, but to do another! Otherwise the boss will cooperate with you. There will be a lot of inventory left, and the boss won't dare to buy the goods you asked for next time (the responsibility of a salesperson is to maximize sales and minimize inventory). 2. The color (style, fabric) you introduced doesn't suit me? Reference answer: 1. You should judge whether this consumer is suitable for the product you recommend. When selling, we must talk about the "reasons for selling" (that is, the benefits of customers' buying), and we must make it well-founded and reasonable. When selling, you must have expert advice. Don't doubt or overturn your recommendation just because the customer says it is not suitable. In fact, many consumers don't know what to wear or what suits them best. Maybe I agree with your recommendation, but customers have other concerns, so I take some daily answers (such as price questions, etc. ). Therefore, as a front-line salesperson, I must be confident first, and then according to customers' concerns at different sales stages, I will start with well-founded and reasonable promotion to dispel customers' concerns and realize sales. (except for self-righteous/stubborn customers, how to know if you are a self-righteous/stubborn customer depends on the customer's reaction. In fact, an excellent salesperson should always pay attention to consumers' psychological feelings (language \ movements \ facial expressions) while promoting sales. When he sees that the promotion is wrong, he should think about the reasons why customers don't accept it, try to go deeper, or give himself a step down. ) 2. Before making professional recommendation, as an expert of the first-line terminal sales consultant, the salesperson must first have a thorough understanding of the product 12 points: *. They must remember the price of products and make timely and accurate quotations according to the needs of sales; *. You must know the age of the wearer of each product in order to make effective and professional recommendations when selling; *. You must know the skin color taboo of the wearer of each product (suitable for those skin colors) in order to effectively and professionally recommend it when selling; *. It is necessary to know that the wearer's body shape of each product is taboo (suitable for those body shapes) in order to effectively and professionally recommend it when selling; *. You must know the occupational taboos of the wearer of each product (suitable for those occupations) in order to effectively and professionally recommend it when selling; *. You must understand the personality taboos of the wearer of each product (suitable for those personalities) in order to make effective and professional recommendations when selling; *. You must know the taboos of the wearer of each product (suitable for those occasions) in order to make effective and professional recommendations when selling; *. Need to know the wearer's taboos of each product (how to match it best) in order to make effective and professional recommendations when selling; * Be familiar with the fabric knowledge of products (the key is to know what benefits fabrics will bring to consumers), so as to make effective and professional recommendations when selling; * Be familiar with the knowledge of washing and maintenance of products, and kindly remind the guests that "brand clothes should be kept according to the knowledge of washing and maintenance of products" (the knowledge of washing and maintenance can be found in the "washing wheat" of clothes); * All the sizes and quantities of goods arriving at the store must be memorized in mind, so as to know whether the goods have customer sizes in time and recommend the appropriate sizes to the right customers; *. Make clear the exact storage location of goods with different sizes (whether in the warehouse, outside or in the window, which cabinet is in the warehouse, which cabinet is outside in which area, which cabinet is in which pole, left window, right window or middle window, etc.). ), in order to find out the products in time and quickly during the promotion, strive for timely transaction, reach sales and avoid running orders; Besides thoroughly understanding the products, you should also master the knowledge of clothing collocation (to lay a solid foundation for professional promotion and combined sales): * Pay more attention to the knowledge of different age groups/skin color/body shape/occupation/wearing occasions/wearing collocation at ordinary times, so as to make yourself more professional (online learning, seeing real people in life, watching the display and collocation of other brands, watching picture books and even watching TV), and you are sure to learn, as long as you pay attention. 5. Go online to collect male (female) collocation knowledge or clothing color consultants. There will be a lot of information on the internet (don't tell yourself that you don't have time, computer or internet access. Whether a person has a future depends on himself. All study and work are not for your boss, but for a brand. The improvement of working ability means the improvement of your future treatment, value, status, identity and so on. Work is for yourself. People with ability and employers are vying for it. High salary is important, but those without ability will be eliminated. * * A professional sales consultant should not only know the knowledge of product/clothing collocation, but also study the shopping psychology of different consumers. For different customers, there are correct speech research (not sales) at different sales stages, but we don't recommend suitable products to customers, grasp customers, impress customers and use the right methods. ) 1. There are no customers. In addition to solving the above problems, we also need to study who the customers of our store (shopping mall) are/what questions we will ask when selling clothes/what we should do (prepare more in our spare time and don't get confused in wartime) 2. For example, if the clothes in the window attract them, then our window should be more attractive. What are the characteristics (action/language/communication atmosphere, etc.)? ) What are the purchases of our major consumer groups? Then when we meet customers with such characteristics, we must use methods to win the transaction and "joint sales". We have to win such a guest, otherwise we are irresponsible for our abilities. From your work to today, those people who came to our store have not sold. What is the reason? Be sure to think/reflect/discuss/summarize carefully and find a solution (think at work, respond positively is responsible for your own life, and improving your work ability is to improve your future treatment, value, status, identity, etc. Work is for yourself, not for the boss, but for the brand. Capable people, employers compete, need high salaries, and incompetent people will be eliminated. ) We will try not to run away from similar guests next time. We allow ourselves to make mistakes, but we cannot allow ourselves to make the same mistakes again. And what are the characteristics of the shopping list of these guests (action/language/communication atmosphere, etc.). )? Then we must pay attention to such characteristics and accept them according to the latest methods of thinking, reflection and discussion (learning), so as not to repeat the same mistakes, win a good impression, encourage try-on, seize sales, combine sales, grasp each order well, and always challenge performance! 4. Promotion skills are improved by thinking in advance, learning and summarizing, working attitude of being bold, summarizing and reflecting on each order, and learning. Why can people sell well? We should learn more and do more. Think more when you are free, and run less when you are busy. Practicing skills is your own, others can't take it away! 5. The competition of social development, in addition to the existing experience/routines/tricks, is more about continuous work breakthroughs and peacetime efforts. Because smart people are learning, the era of big fish eat small fish has passed, and the core of social development competition is the speed of action (that is, learning ability, action ability and self-reflection). Whoever doesn't study, who doesn't act, who doesn't sum up self-reflection and who doesn't make progress every day will be eliminated by the market/society. Finally, I recommend some websites to learn sales skills (as long as you are careful, there are many articles online, and you can also make many excellent friends through the network): 3. This XX product is not bad. Why is there only one? Is it old? Answer: 1. Professional salespeople want to see if there are any more? And whether this customer can wear it (whether the size is appropriate). If the size is not suitable, the product should be transferred immediately. Looking for similar products, you'd better buy something better than that. ) 2. If it's not the old model and the size is right, you must answer: Sir, it's not the old model, you can look at the number at the beginning of the tag, because there is a year on our tag (use this trick to ensure that there is no second-hand goods in the store, otherwise the secret will be leaked, hehe) 3. It's a new model. This XX product is very popular this year (bought a lot). You have a good eye. Here, try it on. Why are there so few ornaments in your house? Answer: 1. If your shop has all the accessories: Sir, we have many accessories. Do you need a tie or a belt? (Inquire about the demand) Take it where the customer needs it. (Walking can also be said that our display method gives you an illusion that you think there are few styles, hehe) If he thinks there are not many styles, you should recommend the right ones according to the temperament of the customers, and emphasize that although the goods are few, they are all fine products! 2. If there are really not many ornaments in your house, then change the topic: Sir, your eyes are really fierce! Because we are a men's wear brand store, clothes are the most important, and this store is not large, and accessories products can't be displayed when they enter! Do you want to see our XXX or XXX? If customers just want to buy accessories, if there are other local stores, they can recommend customers to go there or transfer goods. There are no other shops in your area. You actively recommend the products of the season, but customers still want to buy accessories. Then you apologize. Or you can help the boss understand some market demand (yes, I will tell the boss to strengthen the replenishment (order) in this area. What kind of accessories do you think are better? The style and color of this XX product are not bad, which is refreshing. Unfortunately, it seems that the fabric quality is not very good? Suggested answer: 1. Still used to it. When answering customers' questions, we must consider whether the questions raised by customers are reasonable. If the fabric is good, our front-line salesman should explain it clearly. For example, in fact, the fabric of this product is XXXXXXX (recommend according to the fabric of the product and tell the benefits that the fabric will bring to customers). Sometimes I agree: yes, this dress looks like the fabric is not very good, in fact (talk about the advantages and selling points of the fabric again) 2. If the fabric quality is really unsatisfactory. That depends on the price, if the price is very affordable. That suggestion can be: yes, this fabric doesn't look particularly outstanding, but the style and color are the most popular this year. Your occupation/age/skin/body shape will definitely look good in this dress (you can try it on), and the price is moderate and quite suitable. 3. If the price is not competitive and the quality is not good, then our store manager will use the second article to promote sales (or have other promotion methods). If after a period of promotion, customers can accept the style, color and fabric, but can't accept the price. It is suggested that the store manager communicate with the boss to see if there is any promotion activity to promote the sales of this product. 6. Can your sweater pilling? Reference answer: 1. When selling, if you can't pilling, you will definitely sayno. If you can pilling, you should use vague expression when selling, because you said you can pilling and still buy. Ha ha. For example, this sweater won't work. The pilling of some sweaters is related to wearing habits and maintenance methods! 2. If our sweaters are really pilling, we should be vague at the beginning or directly emphasize that we won't sell them first, but after the transaction, our cashier or salesperson should remind us in a friendly way after paying the bill: Hello, sir! Good things must be maintained in a good way. Please go back and wash according to the washed wheat on our clothes. The most important thing about sweaters is not to wear them for too long, and not to rub parts often! If we meet an old stick (that is, we know that sweaters will pilling), then we will definitely use the first one to promote sales. * If someone says you can't pilling, you see I'm wearing your sweater. At this time, you should be polite and accept it by handling complaints and complaints. For example: Oh, yes! Last year, we had a batch of sweaters that were a little pilled, but this year we made some corrections in technology! So this sweater won't pilling (try selling it on another topic). If customers still care about pilling of sweaters, they can accept it by handling complaints and complaints! ! * If people know very well that sweaters will pilling, then you should start to sell them in vague ways, and then praise them according to the situation, such as sir, or you are reasonable. In fact, the key to pilling of some sweaters is related to wearing habits and maintenance methods. As long as you wear it as little as possible and wash it correctly, the pilling phenomenon will not be obvious. If it is really a big problem, please bring it here and we will deal with it in time! Today, I want to choose a style and color (resale) * humor method. In fact, don't "love" and "don't cherish jade" when wearing sweaters, hehe. Too much love can lead to problems. The key to pilling of sweaters is related to wearing habits and maintenance methods. Don't put them on or take them off. Also pay attention to some parts that are often rubbed and take good care of them! ! What style and color do you want to choose today (for promotion)? 7. I just want to try on the jacket, but I don't want to try on the pants. (What you do is combined sales, similar to the same refusal) Suggested answer skills: 1 After a single product is sold, excellent salespeople will definitely encourage customers to "sell together". Encouragement may not always sell, but a basic feature of sales consultants is that they dare to challenge (dare to sell), but the way of sales promotion varies from person to person! It is important not to doubt yourself or be afraid to sell it next time after failure. After failure, we should make a good review, find out the failed problems and solutions, and strive for the same problems not to happen again. Review is the mother of success. ) 2. To do portfolio sales, we should look at customers, timing and be cautious. Don't be a "young monk chanting" (don't you have a collection of works for sale? There must be something wrong with the language and method). And once again, it must be well-founded and reasonable. Eliminate customers' worries and arouse their hearts. 3 If the guest doesn't get along well with you or thinks he is a difficult host after buying the first one, then pay attention to the hidden sales in the combination sales (don't be too direct, for example, discuss the clothing collocation with him), such as 1: suggest him to take this collocation home (show him the product collocation you want to promote when you speak, to see if you can impress him). For example, 2: Hello, sir, I take the liberty to ask, do you have XXXX (the combination you want to promote) at home? If so, tell him what color products you can take home now. See if you can recommend a combination from the color. Because he has it at home, he may not have the right color. ) for example, 3. When encountering a difficult host, the team can cooperate (and make a signal prompt in advance, such as: XXX, pour this gentleman a glass of water). Suppose Xiao Zhang is selling, and this customer intends to buy again, but according to his usual experience, this is a difficult owner. Then Xiao Zhang will fight for the first order first .. Xiao Zhang's secret signal prompts Xiao Li nearby: (Xiao Li, pour a glass of water for this gentleman), Xiao Li should pass the water as soon as possible, and according to the usual training, put forward suggestions for different clothes (to stimulate customers to guide customers to buy in combination), or you can say the words 1 and 2 through Xiao Li. Guide the combined sales according to customer feedback. 3. If you communicate well and trust well, you can directly combine sales. There are several points to emphasize here: * Therefore, the promotion must be well-founded, reasonable, dispel customers' concerns and arouse customers' hearts. Tell him why I recommend your group, not for business, but for the current fashion trends (different ages/skin colors/body shapes/occupations/personalities/occasions/styles). We are trying to make consumers more elegant and tasteful. Instead of simply selling products (some employees think it is wrong to ask customers for money/swindlers, and people will not wear clothes unless they buy us clothes. The key is to be professional, really become a dress consultant and expert, and let people wear the products we recommend. It is the most elegant, tasteful, fashionable and beautiful) * Whether the combined sales can be concluded depends on product knowledge, collocation knowledge of different products and excellent marketing skills. Therefore, we should know the product thoroughly at ordinary times. Usually, we should learn more collocation knowledge and master the skills of studying different consumers when dealing with sales. 4. If we have the price matching advantage of the promotion combination, we should encourage them to sell through promotion. * In short, we should be professional and publicize it properly. We should study methods and give customers a reason to buy. I'm traveling here and want to buy a jacket for my friend. What if the figures don't match? Suggested answer: Miss, please rest assured that we are old sellers. Please tell me your friend's height and weight. Basically, there is nothing wrong with the size we shot. I am still very confident about this! Please believe me. As a front-line sales consultant, you must have genuine self-confidence. If the customer still hesitates or doesn't trust you, then you should know "leverage". You can ask a salesman (there is a salesman in the shop) or other male customers to try it on for you. There are no men making trouble in the shop. It is not easy to get guests from next door or in front of the door. Our front-line salespeople should try their best. . Some customers will want to go back to the local area to buy or still worry about our promise, so you should try your best to convince them to win the deal. In addition to the above majors, you can also emphasize that because our company has a free order system, not necessarily her local classic car has similar products, you can also praise her for her good eyes and good intentions. For example, your friend must be very touched to know that you bought him clothes from so far away. Just now, you saw that gentleman help to dress well. What you bought is not just a product, but your heart! Haha, the last trick: what if people still don't believe it? "It doesn't matter, as long as you haven't used it, you can send the clothes and we'll change your number. Generally don't mention it, unless you really don't know how tall/heavy you are and what you are wearing, then you are unprofessional. Hehe, you are not a professional. Please find a shop to deal with this major, because people are afraid of trouble now, and they will not sell it if they really want to give it. Hehe, still use the first few tricks. What should I do if I meet a customer who has no intention to buy? Suggested receiving method: 1. Everything has a cause and effect, so we are also receiving customers! The reasons why customers have no intention to buy are as follows: * They may not see their favorite products or products that suit them. What should our front-line salespeople do? Is to recommend suitable products or products that consumers think they like to customers. Those products are suitable for customers, so you should eat them thoroughly when no one is around, and roughly determine what kind of consumers each kind of clothes is recommended to. Therefore, when guests enter the store, you enthusiastically ask about their needs and meet "cool brother" and "cool sister". At this time, our frontline staff should never be "followers" and "commentators" (hello, this is a newcomer, hello! What should a professional salesperson do? First of all, warmly receive and ask about the needs. If the customer doesn't respond, he (she) will take out the product suitable for the consumer in the customer's cabinet and tell the consumer the reason he wants to recommend (that is, the benefits he will bring to the customer) while showing it. When recommending, he (she) should always observe the customer's reaction, if there is an opportunity, continue, if there is no opportunity, find his own steps and plan to change to other products. You should have professional dress matching skills, courage and patience to sell insurance, insight and adaptability to judge whether to continue or talk about other random things a little, have the method and passion to find your own steps, and continue to sell "stupidly" when you refuse. For example, sir, you look very quiet. The design of this dress is simple and generous, and the version is XXX which is popular this year. What is rare is that this color sets off your complexion well. (Watch the consumer's reaction while talking. If customers seem a little interested, then you should encourage them to try it on (for example, continue to emphasize buying in front of customers and let them feel, and see opportunities to encourage them to try it on, or you can deliberately show it to customers to stimulate them and encourage them to try it on by the way). If the customer doesn't seem interested in the product you recommend, you should know how to give yourself a step.