How to be a good shopping guide 10, how to be a good shopping guide.

Literally, a shopping guide is the process of guiding customers to make a purchase. Consumers often have little suspicion when they enter the store, which hinders the realization of purchase behavior, and shopping guide is to relieve all kinds of doubts in consumers' psychology and help consumers realize purchases.

The emergence of shopping guides is an inevitable product of the "buyer's market" and "channel economy". In fact, the "channel economy" is also connected with the "buyer's market": due to the formation of the buyer's market, the position of the channel terminal dealers has become increasingly prominent, so the terminal business not only puts forward requirements in the first place, booths, POP and other resources, but also emphasizes in the terminal construction, shipping capacity, etc.

On the other hand, the dispatch of shopping guides often becomes an effective weight for the factory to force the terminal to make payments, settle accounts and provide better locations.

The shopping guide is an important part of the whole sales work, and it is the process of realizing the exchange of goods and currency, and the shopping guide is the key person to achieve this key jump. Getting customers out of their pockets to buy the company's products is a difficult process, and the shopping guide must have good reasons for the customer to be willing to buy the product and make the customer feel that the product he is buying is worth the money. To do this, it is necessary to explain the functions of the products sold in detail and patiently, and let the customer understand that this function is exactly what he needs.

To do this, the shopping guide needs to use a large number of acres in the process.

In addition, the shopping guide is the only manufacturer personnel that the customer can contact, the shopping guide reflects the company's image, and the customer's perception of the company comes directly from the feeling and impression given to him by the shopping guide before the customer has an in-depth understanding of the product. A good shopping guide service can cultivate a large number of loyal customers and increase brand awareness for the company, and can cultivate the potential market.

How to be a good shopping guide.

1。Image: As the company's shopping guide, you not only represent yourself, you also represent your company, on behalf of a brand, so you must dress in strict accordance with the company's regulations, makeup should not be thick, nails should not be long, hairstyle should be pure and concise, speech and demeanor should be down-to-earth and generous, giving people a healthy, confident, and professional quality impression; 2。

Preparation: Try to arrive at the work site in advance and make preparations, including checking the vivid display of goods, whether the layout, promotional materials, sales aids, etc. are well placed, whether they can give consumers a good visual experience, etc., and make all preparations for sales; 3。Product Knowledge:

As a mature shopping guide, you must be familiar with the knowledge of the products you sell, and the ingredients and selling points of the products can be said casually, you are the knowledge expert of the product, so you can adapt to the situation when you meet customers, and integrate your knowledge into the communication with customers; 4。Good at learning: You must be good at learning and learning the knowledge of the company's products that are related to or helpful to sales, and be good at learning to summarize and analyze customer types and consumer psychology in contact and communication with each customer, so that you can learn to take different communication methods and sales skills for different customers to sell your products. 5。

Resource utilization: the use of all the resources that are conducive to your sales to the best sales effect, including the image of the product itself, quality, reputation, etc., including the company's promotional materials, sales aids, including the favorable evaluation of the external **, the good reputation of the original customers, as well as the good handling and utilization of the shopping guide environment and interpersonal relations in the place. The above is some of my experiences summarized in the process of training shopping guides in the past, and there are many things worth summarizing and learning about the training and management of shopping guides.

The stay time of customers who enter the store is usually very short, most of them just walk around and leave, and many shopping guides also report that no matter how hard they try, the results of customer retention are still very unsatisfactory.

Status: Unable to retain customers is a common problem in every store, and it is also a key link that affects the sales performance of the store.

Analysis: Before customers enter the store, the company will spend a lot of money to attract customers into the store, from brand promotion, to store construction, such as flooring, lighting, sound, windows, etc.; These links in the store are more important, and they are the hardware facilities that attract customers to enter the store. Within 3 minutes after the customer enters the store, if the shopping guide can not establish a basic relationship with the customer, that is, the customer is unwilling to listen to the introduction of the shopping guide, then, the next product introduction will be half the effort, and even attract the customer's annoyance, customer behavior description: a, I take a look at it. b. Either go around and walk away. c. Silent and expressionless.

So: 1. Why are customers reluctant to listen to the introduction of shopping guides?

2. Why no matter how hard the shopping guide tries, it can't help?

3. Why did the customer just go shopping?

4. Why do customers always cope with us just casually?

The answer is: there is a monetary interest relationship between customers and shopping guides, which leads to customers' distrust of shopping guides, which has a layer of ice, and its existence is an obstacle, but also indifference! As a shopping guide, if we want customers to stay, and be willing to listen to our explanations and communicate with us, we must do it:

Break the ice belt. 1. Welcome is our first impression of the customer welcome - its biggest goal is to make the customer feel comfortable when entering the store, and not let the customer have a sense of strangeness, doubt and distance from us all of a sudden;

2. Find the right time to approach customers According to the practice of the store: customers will be received immediately as soon as they enter the store, and the first sentence of reception usually has these 4 kinds: a. "Sir, do you need my help?"

b. "Sir, what kind of product do you need?" "Sir, what price do you need?" "D. Sir, you can take a look at it first, and call me at any time if you need to!"

Or pretend not to hear. Then, there will be a layer of communication "ice belt" between the shopping guide and the customer, and then go forward to introduce, it will seem very blunt, even embarrassing, of course, the difficulty of sales will also increase. In fact, customers have a certain purpose when they enter the store, before they find the goal, or before they find the product that makes them slightly interested, the shopping guide intervenes in the customer's thinking range in advance - even chattering about the product, which is often rejected by the customer's current psychology.

Summary: The timing of the shopping guide to receive customers should not be too early, which will attract rejection; But it can't be too late, as it can also feel sluggish and inconsiderate. Shopping guides need to learn to observe with their peripheral vision and observe the right time.

Analysis: After greeting guests, the shopping guide should give customers 10-20 seconds of independent browsing time, and this time is the opportunity stage of the shopping guide.

1. What is the standard for measuring a successful shopping guide?

First, he must be a good employee who is committed to his duties. faithful fulfillment of the Company's policies; Maintain the company's image and brand reputation; Proper handling of relationships is the basic criterion for being a good employee; Second, he must be an expert shopping guide. Have a good sales performance; Be supported by the company's colleagues; Customer satisfaction is high, which is the standard for rising to the level of successful employees.

Second, how to make customers satisfied.

The formation of customer satisfaction is mainly affected by four aspects: customer expectation, customer perceived product value, customer perceived service value, and customer purchase cost.

Experience, experience, interpersonal oral transmission, seller commitment, competitor information, etc. constitute the customer's expectation, and the customer's perceived product value and service value is higher than the expected value, which will produce a satisfactory feeling and repeat purchase behavior. It can be seen that under the condition that the value of the product cannot be changed, the service value embodied by the shopping guide is very important to the improvement of customer satisfaction.

Service quality mainly includes technical quality, that is, output quality (products, gifts), which is objective, and functional quality, that is, process quality (attitude, dress, words and deeds), which is subjective and is the embodiment of the personal quality of the shopping guide.

Customers' evaluation of service quality is based on five aspects: reliability, responsiveness, safety, empathy, and tangibility.

Customers are very full in all five of the above aspects.

1. Greet customers with a smile (the store is well lit, so prepare computers, pens, and paper) 2. Judge the customer's identity, purpose, and personality from the customer's clothing, expression, and means of transportation. Look at where the guest's gaze stays, you can appropriately praise the customer's good vision, and then introduce the performance advantages of the tile to encourage the guest to experience (look at the gloss, feel to the touch, test the density, etc.).

Three, sincere hospitality, play a good expert and friends two identities, pattern guests asked to provide design solutions to the guests for reference, sincere attitude, hot water to the guests, see people optimistic, **, negotiate (can set the price that the guests can accept, can be compared to the sound of the east and west and other methods to negotiate), during the record of the guests optimistic about the color of the batch number, calculate the amount, and then ask the guests when to deliver to the door, pay the deposit or pay in full, and then bill, if the guests are not satisfied, you can tactfully leave the guests, Go back and ask the boss to reply to the guest, fourth, paving guidance and playback, you can appropriately send gifts to workers, reduce later complaints, return more and make up less, so that customers are satisfied.

1. To have professional knowledge, to fully understand your goods and have confidence in them, to learn relevant clothing business knowledge, such as what kind of fabric the clothes are, what are the ingredients, how to wash them correctly, high-end clothing and know how to collect, etc.;

2. To have a vision of clothing matching, learn a little image design, and apply the knowledge of clothing matching to the sales process, which will greatly increase the trust of customers in you;

3. The service attitude should be enthusiastic and sincere, no matter whether the customer buys you this time or not, you must treat each other sincerely, he will likely become your potential customer;

4. High-end clothing should pay attention to the details of the daily treatment, such as whether the thread is cut off, whether it is kept flat, whether the tag is completely placed, etc., the subtleties are not done well will make customers doubt the quality of the product;

5. Personal sales skills, such as giving customers some praise appropriately, suggesting that guests bring an extra piece, etc.