Be the best store manager

Chapter 18
mastery of body language

During the sales process, the manager of the store should pay attention to mastering the body language, because when the customer walks into the store and the store manager greets and shakes the customer's hand, the customer can evaluate the service quality of the store by observing the details of the store manager's actions.In the process, although there is no language, it will leave a deep impression on customers.

Generally speaking, the service etiquette of the store manager includes: how to warmly receive customers in business activities, how to successfully promote your products, how to introduce products to customers, and how to properly resolve business disputes.

The store manager's service etiquette is highly standardized and operable, and is closely related to the economic benefits of the store.If the store manager is well versed in these etiquettes and uses them to guide the staff, the service skills of the entire store will be improved accordingly.For the manager of a store, fully understanding and accurately grasping business etiquette and using it in actual work can often have an immediate and good effect on improving the store's service attitude and attracting customers.

Generally speaking, stores have special welcome personnel, representing the direct image of the store.But the store manager should play a role model and take time to serve as a welcome staff for a few hours every week.In addition, when a customer sees that the manager of a store is serving as a welcome person at the door, he will soon have a strong interest in the whole store.

The most important thing when the store manager welcomes guests is to treat people with kindness and enthusiasm.When the store manager sees the customers entering the store, he should smile and say "Welcome" kindly, so that the customers who come in will feel welcomed and respected.No matter what kind of status the customer is, they should be regarded as VIPs and treated sincerely. They should not treat one person more favorably than another, let alone look at people suspiciously or treat them according to their clothes, and use this as the basis for grand reception.Let every customer who comes to the door feel respect and attention is the highest state of reception.

1. salute
The store manager should bow to the guests to express their welcome and respect.Bowing means bowing and saluting, which is a solemn etiquette to show respect to others.The basic method of bowing is to stand at attention, keep your body upright, put your hands on your sides or in front of your body, and smile; when bowing, take your waist as the axis, and tilt your head, shoulders, and upper body forward by 15°~ 30°, the gaze should be downward, and at the same time greet "Hello", "Good morning", "Welcome", "Welcome again", "Thank you for your patronage" and so on.When welcoming guests, women cross their hands in front of their abdomen, men cross their hands behind their backs, and their eyes fall on the tip of each other's shoes.After the ceremony, he got up and quickly recovered.

2. Delivery
When handing over items, you should hand over the items required by the customer to the customer with both hands, and take care of "please take it well".Don't just throw the goods to the other party.When handing over the business card, you should hand it over respectfully with both hands, with the front of the business card facing the other party.When handing items such as pens and scissors, you need to point the pointed end towards yourself, not at the other party.

3. Pick up
When accepting other people's business cards, you should be respectful and accept them with both hands; You can ask.When accepting other items, under normal circumstances, all items that the other party handed over respectfully with both hands should be received with both hands, and at the same time nod or thank you.

4. Handshake
To be good at shaking hands, the method of shaking hands must be correct.

Because shaking hands is not only a means of expressing affection and communicating with each other, but also can reveal the mentality and personality characteristics of both parties from the gesture of shaking hands.The famous American writer Helen?Keller said: "The hands I have touched, although silent, are extremely expressive. Some people can shake hands for thousands of miles... I hold their cold fingertips, just like shaking hands with the cold north wind. And some people's hands are full of sunshine, and they hold your hand and make you feel warm."

The standard handshake posture is to stretch out your right hand and hold the opponent's palm with your fingers slightly (the palm should be perpendicular to the ground) for 1 to 3 seconds.Look at each other with both eyes, smile on your face, lean your upper body slightly forward, and lower your head slightly.When shaking hands, pay attention to the order of superiors, elders, and masters.If there are VIPs present, the principle of VIPs first should be followed. After the VIPs reach out their hands, other people reach out to shake hands with them to show respect.Women first, women reach out first, and men reach out to shake hands with them.If the woman does not intend to shake hands, the man can nod and bow.Take off your hat and gloves before shaking hands.When shaking hands, you should keep your eyes on each other and express politeness with a focused expression.Always use your right hand when shaking hands.

Other precautions for handshake: avoid looking left and right, absent-minded, looking at the third party and ignoring the other party when shaking hands; Do not use your left hand to shake hands with others; unless the two parties are old, infirm or disabled, they should stand and shake hands instead of sitting; do not shake hands crossed.

The way of receiving new and old customers
The store manager must remind the clerk of the importance of old customers to store operation.Old customers are of great significance to the performance improvement of stores.

According to survey data, the cost of attracting new customers is more than 5 times that of maintaining old customers.Therefore, if a store loses 100 customers within a week and gains 100 customers at the same time, although it is still satisfactory in terms of sales, such an enterprise operates its business according to the "leaky bucket" principle.The reality is that acquiring 100 new customers already costs more than retaining 100 old customers, and new customers are often less profitable than old customers.According to statistical analysis, the profitability of new customers is 15 times lower than that of old customers.Therefore, we must treat old customers with caution.

First of all, it is necessary to cultivate the ability of store staff to remember old customers. Everyone must have a database of old customers in their minds, and remember the appearance and name of old customers.For example, calling a guest "Miss Zhang" can make her feel more happy and cordial than calling her "this guest".

Secondly, the clerk must further understand the customer's hobbies, personality and interests, such as understanding the products that the customer wants.When the clerk sees a certain product, he should immediately think of "ah, Ms. Meng will like this product", and inform the customer in time.This will make customers like to shop in your store and become regular customers.

The reception of old customers is to tell them that the store has been caring about them, taking care of them, and being with them all the time, so that they feel relieved, at ease, and happy, so that they have the desire and behavior to make continuous purchases.The mode of receiving old customers can basically be summarized in three steps, namely establishing good relationship, promoting consumption, and lasting daily contact.

Now many stores have introduced a preferential sales management system. The purpose is to give priority to customers who spend a lot of money or have a membership card. For example, as long as the customer purchases more than 1000 yuan, 50 yuan can be deducted.This approach is to deliberately make old customers feel "I am different from ordinary customers, I am a VIP" priority response strategy.For example, Woden Books has developed a "preferred" customer plan, giving repurchasers discounts of varying degrees.

Many regular customers like to ask the clerk what style they want to buy. First of all, the clerk must have a serious attitude, establish a sense of responsibility, and not perfunctory the customer with a casual attitude.At the same time, clerks should try their best to avoid selling expensive products for profit, regardless of whether they are suitable for customers' needs.

It is necessary to make good use of the information collected from old customers on weekdays. The store is not only a seller, but also an indispensable friend in the life of customers. It is necessary to make customers feel that they are often missed.There is a very good beauty shop manager, she can detail the background information of each VIP guest, even including the situation of the guest's friends and relatives.

The reason why old customers are loyal to your store is that they not only have a rational preference for your products, but also have an emotional attachment.

(End of this chapter)