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Old 08-04-2011, 02:08 AM   #1
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Default Cartier Watches

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Old 08-04-2011, 02:09 AM   #2
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24809 2010年09月13日 17:48 阅读(loading...) 评论(0) 分类:店铺

一、要想达到你的目标,首先得知己知彼
顾客购买心理的八个阶段:
八个阶段――顾客购买的心理过程
第一阶段 (留意商品) 顾客随意浏览,注意店内环境、商品陈列、店堂容貌、导购风格、宣传资料、POP摆放,并留意心 目中的商品
第二阶段 (感到兴趣) 对商品的价格、外观、款式、颜色、使用方法、功能中的某一点产生了兴趣和好奇
第三阶段 (联想使用情况) 从触摸和各个不同角度端详,联想产品会带来哪些益处?解决哪些需求?将会得到哪些亨受?
第四阶段( 产生欲望)由喜欢而产生一种将这种商品占为已有的欲望和冲动。
第五阶段(比较权衡价格)同曾经看过或了解过的同类商品做更详细、更综合比较权衡价格的比较分析(品牌、款 式、颜色、性能、用途、价格、质量、售后服务等)
第六阶段(信 任)征求导购意见,一旦得到满意回答,就对商品产生了信任感
第七阶段( 决定购买)决定购买商品并付诸行动
第八阶段(满意)顾客做出购买还是不购买的决定,顾客付款后还可能发生不愉快的事,导购要始终保持诚恳,耐 心的待客原则,直到送别顾客为止
二、 亲切招呼――表示知道顾客的存在
1、礼貌地点头
2、亲切的笑容――用眼睛和嘴巴去微笑
3、友善的目光接触
4、适当的站姿和手势
5、热情的语调
6、主动与顾客打招呼――寻找话题,展开话题
7、与顾客保持适当的距离(待客空间)
8、做到以客为先,见到客人先放下所有的工作
9、打招呼时对不同的顾客有固定的表现
三、关心客人――建立良好关系
1、主动接近顾客
2、让顾客知道,你会以他喜欢的方式去帮助他
3、观察及主动询问顾客所需(目的、喜好)
4、耐心的聆听顾客所需
四、了解顾客――步骤和行动
1、留心观察
2、判断顾客的需要
3、保持沟通
A.封闭式问题 B.开放式问题C.发问后切记用心聆听
4、 找出适合顾客的产品,red wing boots,并推介货品
5、 无法提供顾客所需货品时,red wing mens boots,知道何时需把顾客介绍往别处
销售技巧―FAB
Feature ― 产品特性
Advantage ― 从特性引发的优点
Benefit ― 从而带给顾客的好处
五、鼓励试衣――准备多个款式或尺码给客人挑选
1、试衣接待过程
A、复述顾客所需货物的款式及尺寸。
B、礼貌的点算顾客所试穿的件数。
C、将货品解纽扣/拉拉链/除衣架。
D、把试穿货品拿到试衣间(敲门并提醒栓门)
E、注意顾客什么时侯出来,red wing shoes online
F、主动询问顾客是否合身满意,red wing shoe store
G、留意顾客身旁朋友的意见。
H、试穿后核对货品件数,red wing heritage boots,及时回收试穿货品。
I、如无顾客所需的尺寸/款式/商品,介绍类似样式给顾客。
2、附加推销
(1)、建议及介绍类似的搭配。
(2)、介绍新货。
(3)、介绍畅销货品
(4)、建议提供容易搭配的推广期限货品。
(5)、推销的障碍及解决方法
――TIPS:附加推销的方式
A、搭配式;按照上、下搭配、里外搭配原则,包括附件;
B、结合活动推广方式:目前店内主推商品(新货上市,主推促销商品)
C、最受欢迎的商品:当前销售量最好的,顾客最喜欢的商品。
3、收银服务
(1)、导顾邀请引领顾客到收银处。
(2)、收银员保持礼貌微笑。
(3)、收银员保持与顾客目光接触。
(4)、与顾客确认所购物品的件数与总值,唱收唱付,red wing store
(5)、尊称顾客及双手把单据给顾客。
(6)、再次附加推销。
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