Why should we treat our customers as true friends?

Customer is God, serve every customer well, customer satisfaction is our aim, whether the customer is a return or exchange, first of all, our attitude must be correct, sincere treatment of customers.

The night before yesterday, two beauties came to the store, because two of the three shirts I bought at that time were bought for a friend, and the friend thought it was not good-looking, and wanted to change to other models, at this time A received, the customer tried a lot of clothes, and did not choose the right one and wanted to return, at this time A: I will pick a few more for you, you try again. Customer:

Can I get a refund? A: It can only be exchanged, not returned.

At that time, A felt that the performance of the day was not good, and if he returned a single sedan group and destroyed more than 600, he would return to the pre-liberation period at once, so he wanted to let the customer change as much as possible, and said this sentence in a hurry. )

Later, the customer said that your mall can be returned within seven days? I really wanted to change, but I couldn't choose the right one. Her friend said: Yes, I often buy clothes at our house, and I am an old customer of our family, so you can help us return it.

A: I'll give you these two pieces of your friend, and you like the one yourself, and you look good in it, so keep it.

Customer: Is it okay to change my shoes?

A: Yes. In the end, the customer changed a pair of shoes and returned two pieces.

I'm interested in A: It's good to think about performance itself, and you can see how much attention is paid to performance.

But there is one point, we seem to have saved 400 yuan, but this move may lose the trust of customers, this loss is not only the problem of 400 yuan, the loss is the potential customer, but also the reputation of the store, we are not doing a hammer deal, to put a long line to catch a big fish.

A: I bought clothes from other people's houses before, and they wouldn't deal with them if there was a problem...... for me

Me: If you don't deal with it, you must be very angry at the time, don't you want to go to this store again!

A: It didn't me off, I never went again...

Me: the same customer as a consumer, come to our store does not like to want to return, within the normal range of return and exchange, but we do not return, the customer will not be dissatisfied, angry, and even will not come to this store next time the psychology of the psychology, at this time she will definitely tell her friends that the clothes bought in this store last time, do not like to want to return, do not give a refund, angry with me, next time you don't go, a pass ten to a hundred, a ...... to the brand is very harmful

A: Okay, next time the customer comes to return, we will refund the customer.

Me: Within the scope of normal return and exchange, on the premise of allowing customers to change, let customers change as much as possible, and we really can't choose to return them, but it is forbidden to say that customers can only exchange and not return.

A: Okay, got it.

We warmly receive customers when they buy, and we must maintain a consistent attitude when customers return and exchange goods, so that the service or trembling is not discounted, and we treat every customer sincerely.

God is on high in the bridge, but friends are real. Therefore, in the process of sales, the customer as their own friend, then, the seller will treat the customer with a completely different attitude, at the same time, because the salesman treats the customer as a friend, then the customer will also treat the salesman as a friend, the customer in the process of buying a house, will ask the salesman's opinion, sometimes the salesman inadvertently sells a suggestion, it will have a huge impact on the customer. When buying a house, they will also be grateful, and send a short message or ** greeting during the festival; If something goes wrong with the house, they will ask carefully and wait patiently; When you meet on the street, you will naturally pat yourself on the shoulder and shake ......your handIf you have more such friends, it will be more comfortable for the salesman to work.

But how do you treat your customers as friends?

First, think more about customers. For example, what are the requirements of real estate sellers, friends, what are the economic conditions, what kind of house is suitable, how can customers be most satisfied, and salesmen treat customers' affairs as their own affairs, so why worry about not being able to do business?

Second, clarify the relationship with the customer. First of all, the customer and the seller are a kind of cooperative relationship, not antagonism, if the customer is their friend, it is difficult to produce difficult customers, this is a win-win mechanism. At the same time, the customer and the seller is a restrictive relationship, from the customer's point of view, think about what he thinks, with a sincere attitude to do things, so that the products and services exceed his expectations and surprise him, not what the customer wants, but what we provide for him and what we create for him, in addition to satisfaction there is a new value customer satisfaction mechanism, so that the customer will become a stable customer.