How to be a good shopping guide who sells kitchen and bathroom appliances?

First, to make customers satisfied The formation of customer satisfaction is mainly affected by four places: customer expectations, customer perceived product value, customer perceived service value, 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 the most important to increase 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 the embodiment of the personal quality of the shopping guide. Customers' evaluation of service quality is based on five places:

Reliability, responsiveness, security, empathy, tangibility. If the customer is very satisfied in the above five places, then the shopping guide provides the customer with what we call "quality service". Quality service is the customer's feeling that the service quality of the above five places as the evaluation standard is greater than the quality of service he expected.

The process of such a mental activity is dynamic. The perception of what we see and hear is the accumulation of customers. Quality service is the first priority of customer satisfaction, and the pursuit of quality service is endless.

2. The knowledge structure and shopping guide skills that a shopping guide should have The knowledge structure required by a successful shopping guide: Enterprise knowledge: product line and its length, depth and width; Culture, history and vision.

How to do a branding campaign. Psychological knowledge: understand the psychology of customer purchases.

Knowledge of public relations etiquette: how to communicate with people, how to show their own image. The role of the shopping guide in the customer's purchase process is very important

First of all, he is a service expert, a marketing representative (organization messenger), and can guide customers through shopping. Secondly, he should be the representative and messenger of the customer's position, think about the needs of the customer, and let the customer perceive that the product is the most suitable for him from his words and deeds. Role positioning is a very important part of shopping guide skills, and successful shopping guides should also seek a series of basic skills such as product demonstration, operation skills, and communication skills.

Because the standard of quality service is endless, the increase in the skills of the shopping guide is closely related to each shopping guide, and today's quality service may not be tomorrow. How to increase the skills of shopping guides? This is probably the most important concern for shopping guides, including successful shopping guides.

First, you must make preparations before shopping guides. The initiators, influencers, decision-makers, buyers, and users of purchases must understand in the words and deeds of customers, so as to find a breakthrough point. Second, it is necessary to thoroughly understand the customer's purchase process.

Awareness, information gathering, alternatives, option evaluation, purchase decisions, and post-purchase behaviour are needed to increase skills. Only by truly understanding the customer's purchase process can we provide different services with the progress of the customer's purchase process. Third, program a few basic shopping guide processes.

You can think about the customer in many ways, and you can also experience the feeling of being a customer by yourself, from which you can understand what the customer thinks, whether he will be, and so on.

You should know more about what it is like to be a shopping guide for kitchen and bathroom appliances. Communicate with people. This is conducive to selling kitchen and bathroom appliances.

You can think about the customer in many ways.

You can also experience what it's like to be a customer yourself.

From this, you can understand what the customer thinks, whether he will or not, and other questions to put yourself in the customer's shoes.

Don't worry about being a good shopping guide.

To be a good shopping guide, the objective and subjective conditions that must be met first of all:

1. To be a good shopping guide, the objective conditions that must be met:

1. Support from the store. Stores need to formulate strict rules and regulations, and have strict execution, so as to ensure that all shopping guides can operate on a fair and reasonable competitive platform.

2. Support from second-level first-class merchants and factory business personnel. Merchants and salesmen should also effectively collect information on competitors' products, products and market activities, and adjust business countermeasures in a timely and effective manner.

Second, in order to be a good shopping guide, the subjective conditions that must be met are more important.

1. First of all, the shopping guide must understand his own work content, what he should do in his daily work, promote the product and corporate image, distribute information, display POP, and create an atmosphere. Provide pre-sale, in-sale, after-sales service, collect customer opinions, collect competitors' products, ** and market activity information, and report to the responsible supervisor, complete the daily, weekly and monthly work report, report to the supervisor in a timely manner, complete the tasks assigned by the supervisor, and strictly implement the retail policy of the product.

2. Then the shopping guide must pay attention to personal business ability and professional ethics.

Provide customers with high-quality service and help customers make the best choice, actively introduce product features to customers, explain to customers what kind of benefits will be brought to him when buying goods, good customers raise questions about goods, persuade customers to make up their minds to buy, patiently listen to customer feedback and suggestions, and make good records, some opinions can be negotiated and adjusted with factory business personnel and ** goods, the purpose is to better sell, accept customers to put forward reasonable opinions and care about the interests of customers.

3. In addition, to be a good shopping guide, you must also pay attention to your appearance, dress, manners and manners, and reasonable light makeup is not only respectful to others, but also to make yourself more confident. Dressing appropriately is not only beautiful and elegant, but also enhances your ability to sign and enhance your credibility in introducing products to customers. Generous, enthusiastic, positive, optimistic, always smiling, not only have a good mood, but also have a good popularity.

4. Finally, to be a good shopping guide, you must learn more excellent knowledge.

Understand product knowledge, feel more about the advantages of the product, talk more about the characteristics and functions of the product, listen to the professionals introduce product knowledge and skills, find out the unique selling point of the product, understand more about every customer we receive, speculate on the customer's purchase motivation, type and psychological needs, and be able to prescribe the right medicine to better approach the goal, so as to achieve the purpose of sales and brand promotion.

1. It's hard to believe that a word of diligence can make up for the clumsiness, and there are more things to sell, only to do hard work and put the details well.

2. Choose to be a shopping guide because it must love its job and brand.

3. The learning of shopping guides is well known not only to understand their own products, but also to other competing products.

4. It should be a harmonious environment, large shopping malls should establish their own contacts, and often sales can achieve twice the result with half the effort.