Customer-oriented case

165438+1On October 6th, a new customer came into the store with her daughter, and I warmly received her. I feel that she just looks at it casually because she is young, but as a shopping guide, we still put the customer's needs first. ) Hello, welcome sister, look at your daughter at once and say, Oh, what a beautiful little sister. The customer immediately gave me a friendly smile, and her colleague immediately took my little sister to the sofa and sat down to play with her. When the customer saw that her daughter was obedient, she was very relieved to choose clothes. I immediately recommended two sets of cotton-padded jackets to her. The customer said, I want to buy sweaters (the customer is tall and fat), and I immediately recommended several medium and long models to her. Two of them liked L/KOOC-0/9H0/KOOC-0/5403/KOOC-0/5 and N/KOOC-0/9H262405/KOOC-0/5 very much, and then I recommended N/KOOC-0/9H93/KOOC-0/20 to her. After the customer tried it on, he liked it very much and said, this leather coat and coat are both good, but the price is a little expensive. I asked my husband to show it to me, and I immediately said, do you want to adjust it to a larger size? Customer said: OK, I'm staying at the Galaxy Hotel. My husband is on a business trip. When he comes back, we will watch it together. Then my sister bought two clothes and got a VIP card. At the same time, I learned that the customer is from Beijing. This time, my husband is on a business trip in Chengdu to bring his daughter to play.

Sister bought it and passed it 10. I thought it was so late that she was alone with her daughter, so I sent her a message of greeting and concern, and my sister responded with gratitude. The next day, I thought my sister was a foreign customer, so I called her to tell her where it was fun and where there was delicious food. By the way, I told her that the leather coat had been returned to her, and I could bring my husband to see it when I was free. I wish her a good time. A few days later, the weather in Chengdu plummeted, and I immediately sent a caring and warm message to my sister: Hello, dear sister, are you still in Chengdu? Now the temperature in Chengdu has dropped dramatically, so you and your family must pay attention to cold protection. Don't catch a cold. Bring your daughter here sometime. Your daughter is very lovely, and we all like her very much. My sister replied to the grateful message and added, we haven't left yet. I'll come back in a day or two. 16 that afternoon, I saw my elder sister coming from a distance with her daughter, and I immediately greeted her. Sister, it's good to see you. Did you have a good time in Chengdu? Sister said; Chengdu is so interesting that I don't even want to leave. I said to her daughter: the little darling is getting cuter and cuter, and my colleagues are playing with her daughter enthusiastically. At this time, we poured tea for my sister and took out my clothes for her. My sister said: I'm going back to Beijing tomorrow. I was going to go back like this, but Xiao Yang, you are so warm to me that I feel as warm as a relative in this strange city, so I came to see you before I left. As we talked, my sister tried on clothes and the atmosphere was very harmonious. Her daughter also recited the three-character sutra in the shop.

I look good in leather, and it fits me well. Fashion and atmosphere. I am very satisfied with it. I gave her another sweater and she liked it very much. When paying the bill, my sister said, Xiao Yang, can you give me another discount? I said: elder sister, you are already our VIP, our friend, and you enjoy our best VIP discount. Sister smiled and didn't insist. She bought a bill of 1 for 28,553 yuan. Before he left, he said to me, Xiao Yang, thank you. Your brand left a deep impression on me. No matter where I go, I will continue to buy your clothes. This incident shows that as long as we sincerely care for our customers and serve them warmly, it will bring us great surprises and gains.

Case 2:

In August, the sun scorched the windows of Youpindao. In order not to burn the clothes on the model, we changed the window. Just as we were about to change clothes, a lady with a parasol came over. At this time, I went out: "Come and have a look inside, it's too hot outside." My sister came into our shop with my gesture, and I asked her to sit down. At this time, my partner immediately brought me a glass of cold lemonade: "Sister, it's too hot outside. Let's have a cup of hydrolysis to quench our thirst." Sister said, "That dress in your window is very nice. Let me have a look. " At this moment, my partner and my sister chatted. After communication, I learned that my sister has two daughters at home. The eldest daughter is learning English and will go abroad soon. The youngest daughter is only 5 years old. You said you wanted it without trying it for a minute. Let me wrap it for her. I said, "Sister, wait a minute. I think size 13 is a little too big for you. I'll get you a 1 1 for comparison. See which size suits you better? " After comparison, we agreed that the code 1 1 would be more suitable. Finally, my sister asked for 1 1 code. I sold another one with the same style as my sister in the evening, and it was 1 1, only to find that it was given to my sister on 13. I called my sister with a feeling of anxiety and apology, told him that because of our mistake, I put them in the wrong size and told her not to wear them. I had already transferred the goods to her. I'll arrive the day after tomorrow and deliver it to him when I arrive. After listening to this, my sister was also very calm. She just said softly, "You can arrive the day after tomorrow, right? Then I must get it the day after tomorrow. "

My sister came as soon as we opened the door. We told my sister that the goods haven't arrived yet and we won't be able to pick them up until this afternoon. My sister said angrily, "How can you do this? When you sell clothes to me, you are very enthusiastic. Do you care whether you sell them or not? Give it back to me. I don't want it. That's ridiculous. I've never met such an irresponsible person as you when I buy clothes. Here we are 18. I didn't get the clothes. Is it fun to run in hot weather? Give it back to me right away, I don't want it. " "Elder sister, I'm sorry. Don't worry. You go first. I'll deliver it to your designated place this afternoon, okay?" Without giving us a chance to explain, he left his phone number and address and turned away. I didn't know until I saw the message left by my sister. Oh, my god It's too far. It takes an hour and a half by car. No wonder I'm so angry on a hot day. At this time, I really understood my sister's feelings, because my negligence brought inconvenience to my sister. How can I make up for my mistake? I heard from my sister that she has a 5-year-old daughter. I bought a bear doll for my sister's daughter and gave it to my sister as an apology when it arrived. In the afternoon, I rode my BMW to see my sister off in the high temperature of 38 degrees. When I got there, my skin was already red and painful. When I looked at it, my sister said, "You really asked for it. You know it's hot. " I joked, "Nothing, I should be hot." At this time, I handed my daughter a carefully prepared gift. My sister said nothing. After my sincere persuasion and apology, my sister accepted it and let me sit upstairs.

Later, I learned that my sister's family runs a company, and I didn't want to buy clothes that day. I just came to sign a contract with my husband and wanted to come in when I saw the beautiful window. My sister told me that she was busy at work and under great pressure, and her husband usually had no time to accompany her. She has to take care of company affairs and two daughters, and she has a bad temper. After I knew this information, I went home and collected a lot of information on how to relieve stress and how to get a better education for my children. I will send a text message to my sister every two days. After this period of sincere maintenance, my sister is relieved. I went to our store seven times in September and spent five times (* * * spent 23,000 yuan), two of which were to bring my daughter over to play. What moved us most was that my sister said, "Being with you little girls can make me feel relaxed and make me forget the pressure brought by work and life for a while." We also sincerely hope to bring laughter and happiness to our sister.

After this incident, I also understand that as long as I sincerely, attentively and wholeheartedly integrate into the role of the customer and understand the customer's mood and feelings, I can consider her needs for the customer in advance. Of course, only by doing this well can I believe that high performance is only a result.