How should convenience stores provide services to meet customer needs?

We provide special services according to the particularity of customer needs

Add free change service. Shoppers who go to convenience stores are busy people who often have to go out for a ride, so change is essential, and many convenience stores won't offer to change change unless you buy something. Therefore, adding this service can gain the goodwill of consumers and increase the rate of repeat purchases;

Increase tea service. At present, many convenience stores do not have tea service, which is a relatively lacking area. Especially when winter is approaching, the customer will feel very friendly when he enters the store and hands him a cup of tea, so that he will stay in the store for a longer time, so that he can increase the number of purchases;

Add microwave heating and steaming and boiling services. Most of the customers of many convenience stores live nearby, and the proportion of single people is relatively large, even if they are married, sometimes they don't want to alarm their families when they work overtime very late, so some fast food heating and steaming services are very suitable, which can save the time and energy of these consumers, and can also appropriately charge some processing fees;

Membership card service was added. Membership cards are often a service provided by some large supermarkets, and convenience stores have not yet launched this kind of service, which is also a service that can be tried. According to the actual situation, the consumer who holds the membership card can implement the discount service, even if it is a discount, the consumer can feel your sincerity.

If different discount ratios can be implemented according to the amount of consumption, this can increase the consumption of customers each time, and at the same time, it can also accelerate the circulation of goods and speed up capital turnover.

How should you provide services to customer needs, which requires you to first understand the customer groups around you, what kind of needs do they have?

1.If it's a neighborhood store, if there are a lot of young people in your neighborhood, they may need to provide dry cleaning services, and if there are no dry cleaners in the neighborhood, then you can cooperate with some dry cleaners to provide services to collect dirty clothes and store clean clothes. Of course, there are many other housekeeping services, such as repairing and installing home appliances.

You only need to be responsible for registering, giving the information to the housekeeping company, and collecting a commission.

2.After the epidemic, many communities need fresh food services, so you can cooperate with some fresh food companies and use your store as a fresh vegetable delivery and receiving point. It can provide great convenience for customers, especially for some office workers, they don't have to go to the vegetable market, you place an order on your mobile phone, and pick up the goods directly in your store.

3.If your store is in an urban village, some places with more rental houses, and there are many immigrants, what about these people? In addition to the demand for convenience stores, you may also prefer to buy lottery tickets.

That can be cooperated with the fucai company, with the advantage of your store to set up a lottery spot.

4.If your store is near the station, then it is okay to have some change, but now many people are basically swiping cards, or using mobile phones to scan *** to take the car, so this depends on your city, a consumption habit of everyone taking the car. It is still necessary to have more water, drinks, and tissues in your store.

5.If your shop is near a hospital, then needless to say, you can make some fruit baskets or something, because many people choose to buy these visiting gifts when they go to visit patients.

Family Carnival convenience store.

Like the convenience store company in Guangdong, they have stores in various business districts, and then they will introduce different value-added services to them according to the stores in different business districts.

Summary. According to the successful experience of convenience stores in Japan, the target market positioning of convenience stores in China should be in cities, especially those where supermarkets are more fully developed. Young people in cities, especially university students, secondary school students and young people who are already in the workforce.

At present, young people aged 15-2 and 5-year-old in China are generally only children, known as the new generation of consumers, and their consumption is characterized by focusing on the quality of goods, convenient and fast shopping, focusing on popularity and not paying attention to **. Since the parents of young people in this age group were born in the "peak period" of childbirth in the 50s, the number of young people in this age group is also very large, and the target customer base of convenience stores is very large.

Explain the target customer group, product type, and service details of the convenience store.

According to the successful experience of convenience stores in Japan, the target market positioning of convenience stores in China should be in cities, especially those where supermarkets are more fully developed. Young people in cities, especially university students, secondary school students and young people who are already in the workforce. At present, young people aged 15-2 and 5-year-old in China are generally only children, known as the new generation of consumers, and their consumption is characterized by focusing on the quality of goods, convenient and fast shopping, focusing on popularity and not paying attention to **.

Since the parents of young people in this age group were born in the "peak period" of childbirth in the 50s, the number of young people in this age group is also very large, and the target customer base of convenience stores is very large.

According to the successful experience of convenience stores in Japan, the target market positioning of convenience stores in China should be in cities, especially those where supermarkets are more fully developed. Young people in cities, especially university students, secondary school students and young people who are already in the workforce. At present, young people aged 15-2 and 5-year-old in China are generally only children, known as the new generation of consumers, and their consumption is characterized by focusing on the quality of goods, convenient and fast shopping, focusing on popularity and not paying attention to **.

Since the parents of young people in this age group were born in the "peak period" of childbirth in the 50s, the number of young people in this age group is also very large, and the target customer base of convenience stores is very large.

candy, chocolate, preserves, puffed food, etc.; 3. Non-food: daily use, beauty, paper products, etc.; 4. Fresh food Fast food: steamed buns, tea eggs, grilled sausages, oden, etc.; 5. Dairy products:

Normal temperature milk, low temperature milk, frozen sorbet, etc.; 6. Bakery products: bread, sandwiches, etc.; 7. Drinks: coffee, milk tea, etc.; 8. Drinks & Drinks:

water, beverages, wine, etc.; 9. Service items: all kinds of recharge, laundry, charging, etc. The above basically covers all the categories currently operated in convenience stores.

Convenience store consumer demand characteristics: can quickly obtain the corresponding products.

Young people, including middle-aged, have jobs and fixed incomes, no pressure to support them, and have little time and energy to do housework, usually daily necessities.

In pursuit of modern convenience, most of the diet is solved outside. That's why convenience stores in Japan and Taiwan have the highest gross margins.

The acquisition is a fast food such as a boxed lunch.

For supermarkets, this part of the measurable is the main force, but the consumption of other age groups is also not small, so supermarkets will not choose items on a certain main customer group like convenience stores.

Japan's 7-11 added liquid to the POS system of collecting customer information, and analyzed that the largest number of consumers in the consumer group of 7-11 is middle-aged men, so the items have been adjusted, adding some middle-aged men's products and some women's goods. It can be seen how much they attach importance to customer analysis.

Looking at consumption habits, this may be a prominent problem in Chinese mainland. There are many people who feel that convenience stores are really difficult, no one comes to the expensive ones, and no one will give face no matter how good the service is. This is a problem of changing consumption habits, and many cities will encounter such difficulties when convenience stores are just starting out.

The customer still thinks that the convenience store is a supermarket, and he does not realize that the convenience store is in **. There are convenience stores that do not make convenience in place, and there are also changes in customer perceptions.

1.Publicize. Publicize and guide customers to come to the supermarket to shop, and engage in some first-class activities and convenient activities in the nearby community, which will promote the store and deliver the standard supermarket service to the customer's home.

2.Cashier service awareness.

Strengthen cashiers.

The cashier service awareness, warm reception, the introduction of competitive goods and ** activities in the mall, this is a move that kills two birds with one stone, which can not only make customers feel that you care about him very much, but also increase sales to the store, however, it is very important to grasp this moderately, otherwise customers will be suspected of being harassed.

3.Know your customers.

Try to understand the customer as much as possible, as long as it does not involve the customer's privacy, and ask some customers about the situation in a friendly way, the customer will feel very human; Strive to become friends with customers, for example, for those customers who like to smoke a certain brand, if you have the heart to leave them specifically, they will be very grateful and become loyal customers of the store; Provide customers with information in a timely manner in the store, for example, as soon as the customer enters the door or the area, there is no need to meet the customer and ask the customer what they want, and when the customer is there to search left and right, thoughtfully, at this time to provide appropriate counsel and guidance, will definitely make the customer satisfied.

4.Get closer to your customers.

Greet customers cordially, and now many stores are implementing "Welcome."

Such polite words.

This is very suitable for strange customers, but Wang Su is already very familiar with the customer, others will have a feeling of respect, relying on this kind of polite language can not narrow the distance between the customer, at this time to say "Uncle, Nong is here" "Auntie, Nong has not been here for a long time, we miss you" "Sister, I haven't seen you for a long time, is it the standard supermarket service quality for us here."

It's still more humane, which is more in line with the habit of taking "emotion-reason-law" as the principle of life. Everything that is appropriate is good, and the same should be true for Chinese language, and the same is true for the Western one-size-fits-all mechanical copying of the Western set, which will only alienate the distance from the customer.

5.Understand your customers' needs.

Understand the needs and dissatisfaction of customers as early as possible, as far as possible to meet the needs of customers, to be good at obtaining information from the usual communication, what special needs customers have, we do our best to meet customers, and standing at the exit of the cash register, there are often surprising discoveries, often have a subconscious of leaving a sentence when leaving.

This is often the true word, and if we are good at listening, we will definitely get a lot of valuable information.

Nowadays, there are more and more convenience stores, so we have to try to get customers to patronize, so we need to learn some knowledge how to make customers stay in our stores better. Hope mine is helpful to you!