An unprofessional response, a casual word may drive away a customer. In the end, shopping guide is a "manual work", which is more meticulous and patient. Any detail may drive away customers. Ordinary shopping guides, especially new shopping guides, should learn more from experienced and excellent shopping guides.
1、 Customer: "everything is the same, how can your family be more expensive than others?"
[general shopping guide]
1. Really? Things are different.
2. There are many kinds of materials. Ours is different from theirs.
3. You can't just look at the price, but also the workmanship and design of the product?
4. What's the price difference?
[excellent shopping guide]
1. Shopping guide: Yes, our products are a little more expensive than the one you said. An old customer also said this morning, but later he bought our products. Sir, you also know that there are many factors affecting the price, such as design, technology, quality and after-sales, which will affect the price. It's just like that different people make the same dish with different taste. So although the material is the same, the characteristic of our brand is * *.
2. Shopping guide: Yes, you are really careful and observe so carefully. Some of the products in the shop you said are made of the same materials as our brand, so the main price difference is in service and after-sale. Our building materials are semi-finished products. After you buy them back, the after-sale and installation of the merchants are very important. We have done a good job in this regard We are the products of old brands, with absolute quality assurance. Here, you can have a look
2、 Client: "you must have said it."
[general shopping guide]
1. If you say so, I can't help it.
2. Forget it. I said you didn't believe it anyway.
3. Keep silent and continue to do your own thing.
[excellent shopping guide]
1. Shopping guide: elder sister, these situations do exist, so I can fully understand your concern. However, please rest assured that our store has been in operation for ten years. Our business mainly depends on word-of-mouth and quality, so we will never take risks with our business integrity. We will definitely use reliable quality to gain your trust, which I am very confident because (advantages in material and style).
2. Shopping guide: I can understand your idea, but please rest assured. First, our "melon" is really sweet, which I am very confident; second, I am the person who sells "melon", and I have sold "melon" in this store for many years. If the "melon" is not sweet, you will come back to me. Why should I trouble myself? Do you think so? Of course, it's not good to say "melon sweet" only when I sell "melon". Someone else says "melon sweet". Let's have a look at these effect pictures taken by customers who have bought our products. Come here, miss. This way, please. You can understand!
3、 Customer: "is there any quality problem with the special products?"
[general shopping guide]
1. You can rest assured that the quality is the same.
2. It's the same batch of goods, there won't be any problem.
3. It's the same thing. How could it be?
4. It's all the same brand, no problem.
[excellent shopping guide]
1. Shopping guide: you have this idea to understand, after all, this situation you said does exist in our industry. But I can tell you responsibly that although our products are on sale, they are all of the same brand, and the quality is exactly the same. Only because our factory has launched several new series this year, can we make special price promotion for several classic products that were sold well, so it's really cost-effective to buy now!
2. Shopping guide: your question is very good. We have some customers who have similar concerns before. But one thing I can tell you responsibly is that whether it's a positive price or a special price, it's the same brand, and the quality is exactly the same, including the quality assurance we provide you, but the price is much lower, so it's really cost-effective to buy these things now, and you can buy them safely!
3, on sale on sale: as like as two peas: I can understand your idea, but I can tell you responsibly that these special products were sold before our original price. Only the company has to return to the old customers, so it has become a special promotional product, but the quality is the same, you can buy it at your ease.
4、 Client: "I haven't heard of your brand."
[general shopping guide]
1. No! Our brand has been around for years.
2. Really? We are very famous in this industry.
3. We are advertising in many media.
4. We are really a new brand. We just entered the market.
[excellent shopping guide]
1. Shopping guide: Oh, it's a pity. It seems that we haven't done a good job in brand promotion. But it doesn't matter. You are here today. You can first understand the excellent quality of our products. Let me give you a brief introduction?? (introduce the selling points of our products in a simple and confident way)
Recently, we have several products doing activities, and they are also selling very well. You can learn about them first. Come here, please * * (turn to guided customer experience products)
2. Shopping guide: Oh, I'm sorry. We didn't do a good job. We have to review it. Fortunately, I have the opportunity to introduce our products to you today. Our brand has been around for * * years. Our main customers? Main styles? Our characteristics are elder sister. We have several new products recently, which I think are worth recommending to you. Come, elder sister, this way please?? (turn to guide customers to experience product features)
3. Shopping guide: sorry, we didn't do our job well, but it doesn't matter. Now I have the opportunity to introduce our products to you briefly. We??? (turn to simple and confident introduction of product features)
5、 Customer: "I haven't seen your advertisement. I often see XX"
[general shopping guide]
1. Our brand is also good.
2. You can try another brand.
3. Our brand is also a big brand.
4. Big brands are not necessarily credible.
[excellent shopping guide]
1. Shopping guide: his family is really a good brand. In terms of brand promotion, it is better than us. It has always been the object of our study. Where do you think his family attracts you? (after exploring the advantages of competitive brands) our family has done a very good job in this respect, and our products have advantages in the aspect of * * *.
2. Shopping guide: his family is a well-known brand, and the advertising is strong, which is better than what we do. However, the consumption of household products is very personalized, and only those suitable for you are the best. The advantage of our products is (simply and confidently introduce the functions, features and materials of the products to the customers). Here are the renderings of some of our old customers after they installed our products. First, you can have a look. The results are very good.
6、 Client: "I'll go back and discuss with my family before I decide"
[general shopping guide]
1. This is really suitable for you. What else can we discuss?
2. It's really suitable. You don't have to think about it.
3. (speechless, start packing)
4. Well, you are welcome to come again after consultation.
[excellent shopping guide]
1. Yes, I can understand if you want to see more. After all, decoration is a big thing at home. We must discuss it with our family more, so that we won't regret buying it. Is that all right? You can sit for a while, I will introduce more products to you, and you can compare them more, so that they will be more comprehensive.
2. If you want to think about it again, sir, I can understand. But what I want to tell you is that this set of product is very suitable for your situation, and it is also very cost-effective to buy now. You can see that "its style, its material, and workmanship are all very delicate, and this set of product warehouse now only has XX pieces. If it is not installed in your home, it is a pity. Is that ok? I will book it for you for the time being, because this set of product is very suitable Fit your home decoration style!
7、 Shopping guide: other customers enter the store during reception
[general shopping guide]
1. Would you like to come back later?
2. Wait a minute. I'll finish the customers here first.
3. Let customers ask, no time to care.
[excellent shopping guide]
1. Shopping guide: Hello, welcome to * * ceramic tile, someone will serve you right away, please wait a moment.
2. Shopping guide: (the customer who comes to the store in advance) I'm really sorry. I'm busy in this period of time, and I can't serve you well. Let me know if you like the style and style of our products. (leave to take care of other customers, and come immediately when the customer asks.) I'm sorry to have kept you waiting, miss. May I ask * *.
3. Shopping guide: (customers who come to the store many times) I'm sorry. There are more customers in the store today. I don't have time to greet you. I'm really sorry. You can sit here for a while and have a drink. I'll come right after I'm done. I'll have a good chat with you later.
4. Shopping guide: (the old customers who come to the shop to chat) Oh, I'm sorry. There are so many customers at this time. I'm sorry for the poor reception. Would you like to have a drink or go to our sample room first?
8、 Shopping guide: after introducing the product, the customer will leave.
[general shopping guide]
1. Just a moment, sir. We can see other styles.
2. It can be cheaper if you really want to.
3. Are you sincere in shopping and playing?
[excellent shopping guide]
1. Shopping guide: Sir, please stay! I'm sorry, but I didn't provide the right service just now. I didn't understand your real idea. So I'm sorry to tell you first. But I really want to serve you well. Can you tell me what style of products you want to find? I'll make another recommendation for you, OK?
2. Shopping guide: Miss, please stay. I'm really sorry, miss. I must have failed to introduce you in place just now, so you're not interested in reading on. But I really want to help you find a product that suits your home decoration style and your favorite, so please tell me your real idea, and I'll help you find a suitable product again, OK? Excuse me? (re understand the needs and intentions of customers)
3. Shopping guide: Miss, I think my performance just now must have made you dissatisfied. I see you want to leave without any indication. I'm really sorry. I'm just a shopping guide. Please forgive me! But I really want to serve you well, so can you give me another chance, I think I can definitely find a product that suits your home decoration style and your favorite!
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