How many techniques are there for selling non-staple food?

Sales skills of store salespersons

The salesperson is the image of the store and directly affects the store’s turnover and reputation. Therefore, salesperson training is an important part of successful store operation. So what issues should a salesperson pay attention to in his daily work? Today we will talk about: customer buying psychology, sales skills and handling of customer complaints. Good store sales skills can effectively improve store performance. Satisfactory handling of customer complaints is an important way to enhance a store's reputation and core competitiveness.

1. Customers

1. Definition of customer:

Customer refers to an individual or organization with spending power or potential purchasing power.

2． They are divided into two categories according to their location:

1) Internal customers:

Internal customers refer to employees inside the store

2) External customers:

External customers refer to "customers" in the general sense.

Customers can be divided into three types:

a. Loyal customers: long-term purchase of store goods is the guarantee of store efficiency (28 theory).

b. Free customers: a group of customers in a fluid state that specialty stores strive to retain.

C. Potential customers: future customers who may become loyal customers.

3. Customer consumption psychology:

1) Realistic psychology: The main purpose of purchasing is to pursue the practicality and affordability of items, and are picky about fabric texture and production technology.

2) Competitive mentality: There is a purchasing motivation caused by a competitive mentality and a mentality of showing off.

3) Curiosity psychology: The main purpose of purchasing is to like to try. Being curious or interested in new products is an impromptu purchase.

4) Beauty-seeking psychology: The purchasing psychology with the main purpose of pursuing the beauty of products, paying attention to the latest colors, patterns and fabrics.

5) Beauty-seeking psychology: The purchasing psychology with the main purpose of pursuing the beauty of products, focusing on the shape, color and artistry of clothing.

6) Fame-seeking psychology: The main purchasing psychology is to express status and values, focusing on brand, price, and public awareness.

7) The psychology of seeking excellence: The main purchasing psychology is the pursuit of high-quality products, focusing on quality, trademark, and origin.

8) Cheap psychology: The main purchasing psychology is the pursuit of low prices.

9) Imitation psychology: a purchasing psychology whose main purpose is to pursue celebrity or public consumption.

10) Speed-seeking psychology: The main purchasing psychology is to pursue fast and convenient services, focusing on the time or efficiency of purchasing.

11) Habitual psychology: A purchasing psychology formed to satisfy special hobbies. People often only buy their favorite brands, and most of them are repeat customers.

12) Peace-seeking psychology: Pursue safety and health as the purchasing psychology, focusing on safety, non-toxic and side effects, etc.

4. The purpose of customer consumption

Although the psychological activities of customers when purchasing goods are different, the ultimate purpose of consumption will not change, that is: customers buy more than just products itself, they will also buy for the following reasons:

1) Satisfaction of consumer psychology

2) Enjoy high-quality services

3) Goods are of high quality and low price

4) Satisfy your own taste

5) Suitable as a gift

2. Professional sales skills

1. Customer purchasing psychological process:

Attention - Interest - Association - Desire - Comparison - Confidence - Action - Satisfaction

2. AIDAM sales skills:

(1) Attract attention (ATTENTION) Highlights of window displays and store displays show products to customers (introducing albums, displaying goods) Let customers touch the products to demonstrate matching for customers

(2) Increase interest (INTEREST) ??Use FBA rules to introduce the features, advantages and benefits of the product to customers and list examples of purchases by other customers

(3) Strengthen desire (DESIRE) Emphasize how the product meets customers The unique need emphasizes the best-selling degree of the product. Emphasizes the famous degree of the product or that it may be sold out at any time due to its best-selling.

(4) Determine action (ACTION) Actively ask customers what kind of products they need and proactively introduce other accessories.

(5) Enhance memory (MEMORY) Actively introduce product maintenance knowledge and usage precautions, provide good service, make customers feel satisfied, provide after-sales service, properly handle customer complaints, contact customers from time to time, and deepen brand impression

3． Customer Characteristics Analysis and Corresponding Countermeasures

Customer Characteristics Corresponding Strategies

Innovative types like new products and pursue trends. They pay attention to fashion brands and don’t care much about product prices. Innovative types introduce new products and their Show your drive and enthusiasm when you are different from others, speak in an interesting way, exchange trendy opinions and respect them

Analytical type understands product features, advantages and benefits in detail and requires "value for money" and pays attention to what you pay The price requires more time to make a purchase decision. The analytical type emphasizes that the product is worth the money. The FAB rule introduces the product benefits in detail and the service. Be patient and know the product accurately

The dominant type likes to make decisions on his own and requires others to do so. The person agrees with his conversation and wants to dominate everything and is unwilling to accept recommendations from others. The dominant type greets them at the appropriate time and does not confront them. Follow instructions. Don't make too many suggestions. Introduce goods and let them choose by themselves. Don't rush them.

Integration The type gets attention from shopping guides and is treated politely. They like to share their happy things with others and are easy to get to know others. The integrated type is attentive and hospitable. They understand more about things and people they need to pay attention to and give more suggestions to speed up decisions.

3. Handling of Customer Complaints

Under normal circumstances, salespersons should follow the following steps to handle customer complaints:

1) Properly handle customer complaints and maintain the store's image and brand reputation:

2) Guide the customer to the checkout counter or the backstage of the store for processing, and turn the customer's back to the door to reduce the impact on other customers.

3) Apologize sincerely (regardless of whether the store is at fault)

4) Analyze the cause of the complaint, grasp the main points of the complaint, and record it in detail.

Deal with emergencies early within the scope of authority, and report to the manager as soon as possible when exceeding the scope of authority and ask for solutions:

5) If the solution cannot be solved in time, apologize to the customer and explain the reason, and inform the customer of the resolution time and reply. If you encounter the following two situations during the handling process:

Customers may also become furious: first, the salesperson says unpleasant words; second, the customer is furious because he is dissatisfied with the salesperson’s explanation. Emotional reactions, no matter what factors irritate customers, usually the following three strategies should be adopted to alleviate customers' overwhelming anger:

1) Replace the parties involved

2) Change the venue to avoid Affect the atmosphere of the store

3) Change the time and proactively communicate with customers

Specifically when handling customer complaints, complaints caused by quality issues should be resolved in the following ways:

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1) Sincerely apologize to the customer

2) Replace the product with a new one (or provide other options to the customer)

3) If the customer is affected by the purchase of the product In case of mental or material losses, the store should provide appropriate compensation or comfort. If customers complain due to improper service methods of the salesperson, regardless of whether the cause of such complaints lies with the salesperson, the store should handle it as follows:

1) Supervise the salesperson to improve service

2) The manager (or mediator) should listen carefully to the customer's statement, and then personally assure the customer that salesperson education must be strengthened in the future to prevent similar situations. situation occurs.

3) The manager accompanied the salesperson in question to apologize to the customer for understanding.

When handling customer complaints, maintaining a calm mind and a friendly attitude toward customers are important professional qualities that salespeople should possess.

If you are talking about the work of a part-time promoter, the following points are worth your reference.

Apply light makeup.

.Smile more, and smile more. Nowadays, no one accepts "food that comes from the door".

Give customers a little time to taste carefully or ask questions, even 10 seconds. Don't keep talking to yourself.

The voice should be natural and sweet. Don’t be so nervous that you speak incoherently, and don’t speak so softly that you can’t hear.

Be familiar with the characteristics and taste of the product. It’s best to try it yourself off-site first.

Basic etiquette must be observed.