"Hello, welcome"
"The store has recently launched new autumn clothes. This denim jacket has been selling very well recently. Do you want to take a look?"
"No, I can just watch it myself"
After 3 minutes, the customer said nothing and left without looking back.
In fact, in the process of clothing sales, we will encounter all kinds of customers, and there will inevitably be many embarrassing moments. So how should clothing shopping guides deal with these embarrassing situations?
Today, the editor of Women's Clothing Network has listed 8 embarrassing moments that are common among shopping guides. Let's take a look at how gold medal shopping guides with a monthly income of over 10,000 yuan deal with them correctly.
01 You greet customers with a smile, but they don’t respond at all
Do you still remember the conversation at the beginning of the article? Many times, when we welcome customers in, they say "Welcome" Come!" Usually there's not much of a reaction, and they don't even look at us.
In fact, many people are reluctant to talk much when entering an unfamiliar store for fear of being entangled by the shopping guide. We need to understand this general psychology of guests, choose a good location, and approach them at the best time.
Many shopping guides immediately lost their composure after being treated coldly. The original smile disappears immediately and the expression becomes very stiff. Once the expression changes, the atmosphere changes, and it becomes impossible to close the deal.
Coping strategy: Understand this mentality, obey the customer's wishes, relieve her pressure, guide her to understand our clothing with a sincere tone, and arouse her interest, which is the first step towards success. .
02 Suggesting the customer to try on clothes, but the other party is unwilling
Such customers usually have two manifestations. One is that they think it is too troublesome to take off their clothes and dress, and they are afraid that they will not fit properly. I’m afraid I’ll be embarrassed if I don’t buy it after trying it on. The second is to directly reject your suggestion, as if they are not interested in our products at all.
In fact, this situation is more likely to be caused by the wrong timing of our suggestions. In addition, our shopping guides often have no confidence in the product and behave unprofessionally, which directly affects the customer's judgment of this clothing.
Coping strategies: Don’t put forward your suggestions prematurely, so that the guest feels like you are imposing on her. Seize the most appropriate time, sincerely put forward your opinions, and use your body and movements skillfully. Combined, encourage guests to experiment boldly.
Insist but not blindly insist on your point of view. When customers raise objections to the style, be flexible and act accordingly.
03 Accepted your suggestion, but the customer had to find an excuse to leave
After the customer tried it on, she repeatedly looked in the mirror and appeared very satisfied, but when she took it off, she felt Often appears hesitant. What they always say:
Find a friend to look at it before buying it; I will withdraw money before buying it; I will wait for my husband to look at it before buying it; I will look around other stores, and if there is nothing suitable, I will come back.
Words like this are used to prevaricate our shopping guide. If at this time, you say to her: "Okay, you are welcome to come back after discussing it." In this case, you are really fooled. The chance of such a customer returning is not impossible, but very slim.
Coping strategy: Find the reason why the customer does not want to buy immediately, prescribe the right medicine, and put slight pressure or temptation on the other party, such as:
This is the last item; the promotion will end soon ;There are still a few gifts left.
Once you show your intention to buy, you should immediately take it to the checkout counter, shout loudly to the cashier to pay the bill, and pack it quickly at the same time. If the guest insists on leaving, he must give him enough respect and emphasize that if he comes back, I will still serve you enthusiastically.
04 What should I do if the customer doesn’t want the shopping guide to follow her?
In daily life, we are also consumers, and we all have the experience of shopping in supermarkets. But in any open-shelf store, we don’t want someone to follow you as soon as you enter, constantly recommending products to you. Not only did I feel annoyed and annoyed, but I also felt like I was guarding against a thief. I felt very unhappy.
If you don’t understand the customer’s mentality, then all you will get is: I’ll just take a look, don’t follow me. Or just ignore you.
Coping strategy: In men’s clothing stores, the general requirement is to maintain a distance of 2 meters between customers. In our women’s clothing stores, it is still feasible to maintain a distance of 1-1.5 meters. If you follow too closely, it will put a certain amount of pressure on the other party. After seeing the opportunity, he stepped forward to serve her.
05 The customers themselves are satisfied, but their partners don’t buy it
When shopping, our customers like to spend time with their close friends, colleagues, sisters, and family members. Why? Because they have experienced the power of various shopping guides, among their various recommendations, they can't figure out what is true and what is false.
Often when I buy a product that I don’t like or don’t like, I feel like I’ve been cheated. That’s why I bring someone I trust to shop with me, thinking that this is the only way to be reliable.
In order to live up to the trust of others, those who travel with me show more seriousness than choosing a husband. I can't wait to put the clothes under a magnifying glass and check them under a microscope.
So it is normal that customers often like it, but their companions firmly disagree with the purchase.
Coping strategy: While receiving guests warmly, never ignore her companions. When watching guests speak, you should always take into account the feelings of the people next to you. Use words or eyes to ask for the opinions of your companions when appropriate, let them participate, and win their support.
When customers enter the fitting room, they should seize precious time to communicate with their partners outside to gain their favor. While praising our guests for their beautiful dress, we should also seize the opportunity to appropriately praise our companions for their vision and taste. It is absolutely best to have such friends' opinions.
When a companion is unwilling to do so, never confront them or show disgust or displeasure. What is inappropriate about asking her for her opinion in a friendly manner? Is it the color? length? Or style? Which one is more suitable? I'd like to hear your suggestions.
06 What should I do if a woman wants to pay but the man doesn’t want to?
This kind of situation is rare. Old men have to show some respect in front of women. But when a man asks for money, he is very quick, and he is definitely not married yet.
The ones whining must be the couple. Why is it so expensive? Is there a discount? How much discount did you get? My wife always buys clothes from you, why don't you offer a discount?
What matters now is a good deal, and it is not uncommon for men to bargain. Remember, truly stingy men are stingier than women.
Coping strategy: What the shopping guide has to do is to ask the man to pay immediately. Giving him praise is the most effective way. For example: There are really not many exemplary men like you nowadays. There are very few who can accompany their wives shopping for a long time without complaining.
Buy a beautiful and elegant dress for your wife, she will be happy that your face will look bright too! The couple not only match well, but also dress decently. Who wouldn’t envy this?
07 Why can’t your family make a counteroffer? Are they all discounted?
Such questions surround our ears every day, and we have to answer them once for almost all customers when they pay.
If the answer is good, the customer will be satisfied and OK will pay; if the answer is bad, all the previous preparations will be in vain. It is the simplest instinct of customers to make a final effort before spending money, and we must fully understand it.
Coping strategy: Sorry, we are from a company chain store, and all goods are distributed and priced by the headquarters. This price is the discounted price approved by the headquarters. Regular customers know that we never make random prices, and of course we don't bargain randomly. We have a unified computer cashier system, and those whose bosses are not working for us do not have this authority.
08 What should I do if I want to return the clothes I just bought?
The circumstances of coming and going are different. Some are colleagues, friends, and family members. They say it doesn't look good or is inappropriate. Some people see the same clothes, but others are cheaper, and regret returning them. Some do have quality problems, etc.
Coping strategy: A detailed analysis of the specific situation depends on the reason why the customer returned. Ordinary guests are easy to deal with, as long as we receive them politely and communicate with them in a sincere tone.
In line with the policy of not intensifying conflicts, we can change what can be changed, and what cannot be changed. The customer's attitude is too tough, so we should not insist on it blindly.
If you are unwilling to send the order, you still have to return it to them. After all, when we do business in one place, we still have to rely on repeat business. It’s not a day or two, it’s not a business of one or two orders.
The golden ratio of guest influence established by American experts is 1:8:25. That is, one guest can directly affect 8 people and indirectly affect 25 people.
This business will affect the business of 25 people in the future. Will you make a profit or a loss?
As the saying goes, there are all kinds of birds in the forest, but in the above 8 scenarios, it can be said that the customer's reaction is normal, so don't panic even if you encounter it, understand the psychology behind the customer, and use sincerity With excellent service and professional explanation, I believe we can impress customers and successfully close the transaction.
The above are the clothing shopping guide coping skills shared by Women's Clothing Network. Have you encountered other embarrassing moments? How do you deal with it as a clothing salesperson? Welcome to leave a message to share your experience with us!