An excellent terminal store manager must have "wolf-like species genes", including: self-confidence, comprehension, marketing power, pleasing power, constant force; secondly, eight skills and awareness: sales awareness, service awareness, positive attitude Rational thinking, professional knowledge, sense of compensation, sense of accomplishment, affinity. In the face of the various situations that terminal sales may face, how do excellent store managers respond? 1 "How much is this toilet?" Generally speaking, customers are divided into three types: “price-oriented customersâ€, “value-oriented customers†and “value-price-oriented customersâ€. “Only asking price does not ask for valueâ€, for such customers, we should adopt “addition, subtraction, multiplication and division†and “active guidance†to retain customers; "Addition, subtraction, multiplication and division" means that the salesperson should pick up the calculator to help the customer to settle the account, decompose the performance price of the product one by one, and even decompose it into the comparison between the time of use and the payment, so that the customer can understand the cost performance of the product; “Active guidance†refers to trying to direct the customer’s attention from “price†to “value†to see the goods. 2 "The brand is good, it is too expensive!" If the customer talks about "this brand is really good", under this condition, we should conduct in-depth communication with customers, so that customers feel "value for money." At this time, we can start from two aspects: (1) To shape value from the brand, culture, history, and connotation of the product; (2) To shape value from the materials, processes, functions, colors, etc. of the products. In short, it is reasonable and justified for customers to feel expensive. 3 Other merchants pretend to be customers "Knowledge is difficult to retreat" and "harmony and prosperity" are the two basic principles for solving this problem. Once it is determined that the person is coming to "explore" the message (don't misunderstand the real customer), you can take "remote service." Expressing the tendency of communication with "multiple questions and less talks", so that the other party realizes its role, reveals the identity of the competitors without revealing the voice, and let the other party have a step. Once the other party knows that you have identified his identity, he will naturally walk away. There can be no evil words in this process. 4 "I want to return!" First of all, in the first time to find out the real reason for customer returns: (1) The halfway of the competitors. In response to this situation, the seller must first adjust his mentality to achieve peace, re-explain the characteristics of the product, emphasize the advantages of the customer, and can appropriately judge the competitive brand and compare and counterattack, and establish the confidence of the customer to purchase again. . (2) Family objections or customers' own shakes. If it is a family objection, you can convince the customer again, let the customer convince the family, or you can find out the objection of his family and propose a method to dispel the objection. Let the customer bring the family over and give it to face to face. It can be a good suggestion of our difficulties, but it should be just right. 5 "Why are other brand promotion discounts lower than yours?" (1) Discounts are not necessarily favorable factors for customers, because the level of discounts and the final price are two levels of problems. Merchants can raise the price of goods first and then lower the discount. The final price may not be low. (2) Even if other brands may not be low discounts after the fare increase, then the usual price is so high, and now such a low discount, the price difference is so large, only that the price is too much water. And the reason why our commodity spread is not so big, the truth is self-evident. 6 "A certain brand is a well-known brand, is their product better than yours?" When the customer says this, the salesperson must pay attention to his or her emotional reaction. When many salespersons hear similar words, they will show certain resistance in language, expression, and physical movements, which will cause the customer to have a rebellious mentality. We should first adjust our own emotions, understand the reasons for customers in good faith, and put forward the advantages of our products on the premise of avoiding customer resentment, so as to establish a correct understanding of customers. 7 "Don't turn, give me the lowest price!" Take different approaches depending on the situation. If the customer already has a certain understanding of our products, then they can combine the psychological price of the customer and quote according to the authority given by the company. If the customer is only aware of other products and the first contact with our products, then we still have to focus on the products to guide the customers, focusing on explaining the information of our products to customers. Of course, the customer is going to ask for the price directly. We should provide the price information to the customer in a way that retains the discount rights given by the company, so that the customer will not have to "bargain".
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