Run a profitable clothing store

Chapter 57 Clothing Situational Sales Method Encyclopedia (3)
Shopping guide 2: Okay, beauty, you must be an expert, and you should have a better eye for clothes than I do.Take your time and compare more. If you have any questions or needs, please call me at any time. I will be happy to serve you! (Praise customers, make them feel good about you before they are interested in the product.)
Shopping guide 3: No problem, then take a look at it yourself first, if necessary, please call me, I will come right away.You can rest assured that our service is top notch, whether you buy it or not.

Shopping guide 4: OK, no problem!I think the elder sister is also a cheerful person.Since you want to watch slowly by yourself, then I'll do something else first. When you make a choice or need my help, just call me and I will come right away, okay?

Taking care of multiple customers
When the business is bad, the shopkeeper will be very anxious, but when the business is too good, it will also cause customer dissatisfaction due to too many customers and poor care.For example, the following three sentences are the most common language to stimulate customers:

Shopping guide: Sorry, there are too many people, please come back later!

This sentence seems to be very polite on the surface, but it is actually driving away customers.Few customers will return after hearing this sentence.

Shopping guide: wait a minute, I'm busy!
This sentence is very impolite, and the customer must be uncomfortable hearing this sentence.

Shopping guide: How about you come back next time?
Let customers feel that they have been left out, and feel that the shopping guide is driving them away.

When multiple customers enter the store at the same time, the shopping guide should not ignore or neglect other customers because of one customer.The shopping guide should "watch the six roads and listen to all directions". No matter how busy you are, you should answer the customer's questions with a friendly smile and a soft voice, so that the customer can feel our respect for him in any corner of the store. Attentive, patient, thoughtful, and well-behaved.

When receiving multiple customers during busy hours, we can use the method of "receive one, wait two, greet three" to avoid the loss of customers entering the store. "Receive one, wait two, greet three", that is, sincerely receive the first customer, care about the second customer, and carefully greet the third and other customers.When applying, we can receive the first customer first, and let the other two wait a moment, and we can tell them "wait a moment, I will come right away", so that customers can understand and maintain a good mood while waiting.When receiving the second customer, we can say "sorry to keep you waiting".When we wait for the third customer, we can do what we did with the second customer, and so on.The following shopping guides are more in place when they receive multiple customers:

Shopping guide 1: Good afternoon, welcome!I'm really sorry for you, there are too many people now, can you see if there is anything you like?Just call me when you see something you like, and I'll come over to serve you right away, okay? (for customers who have just entered the store)

Shopping guide 2: Good evening, welcome!I'm really sorry, there are a lot of people shopping at this time, do you want to look at the clothes you like first, or sit for a while and let me accompany you to choose carefully? (for customers who have just entered the store)
Shopping guide 3: Sorry to keep you waiting, you are asking about this dress, right?Beauty, you have a good eye. This skirt is our "treasure of the town store" and the most popular style this year. It will definitely look beautiful on you.You wear a size medium, right?I'll try it on for you right away. (for customers waiting for inquiries)

Shopping guide 4: Sorry to keep you waiting, this is the size you want.The fitting room is here, why don't you try it first, I'll greet the customers over there, call me when you're finished, I'll come right away. (for customers waiting to try on)

How to keep old customers

Old customers are a stable source of income for clothing stores.Clothing sales must always consider the future. Selling clothes today is not our ultimate goal. Selling clothes together with customers' trust and dependence on us is what we should strive for.Let customers become our long-term supporters, gradually form a customer group, and use the word-of-mouth communication of old customers to bring more new customers.

Treat an old customer with such enthusiasm that he is embarrassed to come again next time, but at the same time let the old customer feel that you are special to him.Let him feel like meeting old friends, feel that he is valued, and come to your store to shop comfortably and at ease.The following statement would be fine:

Shopping guide: Wow, beauty, long time no see, you have become more beautiful!We happen to have a lot of new products in our store, and I feel that many of them are very suitable for you.

Shopping guide: Sister Zhang brought the little princess to buy clothes again.Seeing that you are hot, why don't you sit down and drink a glass of water before continuing to pick?We have recently launched a lot of new products, which are very beautiful. I will introduce them to you later.

Shopping guide: Handsome guy, I haven’t seen you for a long time. You look very handsome when you wear casual clothes. This dress matches the pair of jeans you bought last time. Do you want to try it?
Old customers generally like to say: "I come to patronize your business every month, can I have a discount?" Faced with the price reduction request made by the old customers, we can't just say "Sorry, we have the same price for new and old customers here." , "No way, we also have this price for regular customers here."These statements are tantamount to telling old customers: what about old customers, don't think that you are an old customer and rely on the old to sell the old.This will greatly stimulate the hearts of old customers.In addition, there are two statements that should not be said:
Shopping guide 1: If you are our old customer, you should be more aware of our regulations.

This makes the customer hear such a hint: Don't lie, you will know that you are fooling me.If you are really a regular customer, you should know our regulations and should not bargain with us.

Shopping guide 2: We all have a unified price in the company. If it can be lowered, I would have lowered it for you.

This kind of words will give customers a very indifferent feeling, and will not make regular customers feel the attention and care they deserve as regular customers, which is not conducive to customers' decision to make a deal.

For the price reduction request made by the old customers, we can first thank the old customers for their support and ask the customers for their understanding.Then comfort the old customers in terms of good quality clothes and reasonable prices, or provide them with service measures formulated by the company for old customers as compensation.The shopping guide can answer like this:
"Beauty, I know you often visit our store, and I am very grateful for your continued support. But I am really sorry, I also work for others, and the company implements uniform pricing, so I can't lower the price for you. But we The store is currently engaged in an activity of doubling the reward points for old customers. I can accumulate the points in your card, so that you can enjoy our preferential activities when you accumulate a certain amount of points! Can you tell me your card number? ?”

How to guide the customer experience
Guidance plays a big role in clothing buying and selling transactions.It enables customers to transfer the objects considered in their minds and generate an imagination.In this way, customers become particularly active in the process of shopping, and there is also a desire in their hearts to hope that the transaction will be completed as soon as possible.It can be said that guidance is a catalyst, a language catalyst.

Catalysts in chemistry can rapidly increase the speed of chemical reactions. Similarly, in customer transactions, the use of catalysts by sellers can also greatly affect customers.If the customer intends to buy, but thinks that the price of the clothing is beyond their predetermined level, at this time, as long as you guide them, you can generally make the negotiation go on smoothly.The following two situations illustrate how to guide the customer experience:
1. Customers just look at the clothes and are unwilling to try them on

Under normal circumstances, when customers are more interested in a certain type of clothing, they will take the initiative to ask for a try, but there will always be some customers who have concerns about the try, such as fear of buying after the try, fear of trying I don’t feel ashamed if I don’t buy it, I don’t know the price of clothes so I don’t dare to try them on, I don’t know which one to try on, I’m usually tired or lazy, and I don’t even bother to try them on unless I find something I like very much.

Obviously, this is a kind of psychological performance of customers that the shopping guides did not guide in place.Therefore, shopping guides should adopt a variety of passionate invitation language to try their best to let customers dispel their worries and try on their favorite clothes.Shopping guides must be confident and generous in the process of inviting customers to try them on.This kind of self-confidence can be expressed through the strength of language and body, and it is also necessary to convey the message to customers that "it is difficult to choose clothes that suit you without trying them on".

Under normal circumstances, shopping guides will express in the following language when encountering customers who are unwilling to try on:

(1) If you like it, you can try it on. (It's too bland to evoke a ripple in the hearts of customers.)
(2) This is our new style, welcome to try it on. (Shopping guides say this, and customers are tired of hearing it.)
(3) Just try it on, and you don't need to pay for it. (Customers will feel uncomfortable after listening to it.)
(4) This one is also good, try it. (Let customers feel that the shopping guide lacks professional knowledge, as long as the customer looks at any clothes, they will say that it is good, causing customers to distrust the recommendation of the shopping guide.)
When inviting customers to try on clothes, you must address their concerns in a oriented manner to eliminate customers’ worries. Don’t remind customers to try them on too early, unless you really think the clothes are very suitable for customers.The attitude must be sincere when inviting customers to try on, because the success rate of inviting customers to try on for the first time is the highest, and we must not abuse the first time.If the other party refuses, we should think about the reasonable reasons for inviting the other party to try it again in advance, but the suggestion of trying it on should not exceed three times, otherwise the customer will be very disgusted.We can invite customers to try them on like this:
Shopping guide 1: The eyes of a beautiful woman are very unique. This dress is a new product we just launched, and it is very popular among young white-collar workers.With a model body like yours, this dress will definitely turn heads 100%!Of course, it’s not enough for me to say that it looks good. You have to try it on to know how the upper body looks.Please try it on with confidence, it really doesn't matter whether you buy it or not.How about I find one for you to try? (For customers who are afraid of buying after trying it on.)
Shopping guide 2: Beauty, I think you should try it on, because each style of clothing is different, so how will you know whether the clothes fit you if you don’t try them?Trying it on allows you to experience the quality and effect of the clothes for yourself.If you feel bad, you won't regret not buying it.If you feel very satisfied, it will be more assured to buy, isn't it? (For customers who don’t buy without face after trying it on.)
Shopping guide 3: Handsome guy, I suggest you try it on, because the pants don’t look right, but whether they fit, and you will know the effect only after you try them on. (For customers who find it troublesome to try on.)
2. After trying on several sets of clothes, the customer turns around and leaves without saying anything

Many customers are very casual in buying clothes, especially female customers. They like to go shopping and often see wherever they go. Buying clothes depends on their own mood and imagination.Except for customers who are busy at work and have no time to go shopping, most customers like to visit many clothing stores for comparison and selection when buying clothes. If they don’t like the clothes very much, they are not very likely to come back to buy clothes once they leave. .

For those customers who turn away without saying anything after trying on a few sets of clothes, the shopping guide should communicate with the customers frankly, and ask the customers to state the reasons for their dislike and their real needs.

Salespeople can respond by:
Shopping guide 1: Beauty, before you leave, can you do me a favor?
Customer 1: Tell me.

Shopping guide 1: I'm really sorry, I must have not introduced it well just now, so you are not interested in continuing to read.Could you please tell me, what are your main concerns about the dress just now?

Customer 1: The upper body effect is not as good as expected... (Customers will often tell the real reason for resisting purchase)

Shopping Guide 2: Sir/Madam, can I ask you one last question before you leave?

Customer 1: Tell me!

Shopping guide 2: I have been shopping with you for about 20 minutes. Are you satisfied with my introduction?
Customer 1: Not bad.

Shopping guide 2: Thank you!However, I am not very satisfied with my introduction, especially when you mentioned that you want a longer skirt, but our store does not have it.I'm really sorry.Or you will leave your phone number, and I will notify you as soon as the goods arrive in the evening, okay? (Please leave your contact information, send the customer away, and contact the customer on time at night.)
Buying clothes is a risky thing, because clothes are directly related to personal image and self-confidence.Customers will inevitably go to other clothing stores to make repeated comparisons before buying.Therefore, it is normal for customers to leave without making a purchase decision after trying on clothes.However, if customers are allowed to leave, customers may be snatched away by competitors, thereby affecting their own business.

Therefore, before the customer leaves, the shopping guide needs to seize the last opportunity to ask the other party to tell him the reasons for his hesitation or dissatisfaction, and ask the customer to give more valuable opinions so that he can continue to improve in the future work, or create some shopping guides who can actively contact customers. Opportunities, such as unanswered questions during the conversation to be answered next time, etc.When the customer really leaves the store, the shopping guide should do a good job of sending them off and welcome the customer to come again.

If the customer leaves without saying anything, the shopping guide must first check whether the way he introduced the clothes is correct.

Be tactful in dealing with customer rejection

A middle-aged man entered the store steadily, and went straight to the men's clothing section, and the shopping guide Xiao Li rushed forward to meet him.

Shopping guide Xiao Li: "Hi sir, what kind of clothes do you need, let me introduce to you..."

Customer: "Oh, no, let me check the prices of Qi brand men's clothing."

Shopping guide Xiao Li: "Sir, you have a good eye. Did you choose this one?"

Customer: "I'm familiar with this, just see it yourself, you don't need to introduce it to me, so as not to waste everyone's time, I will find you later when I want to buy it!"

Shopping guide Xiao Li: "..."

Obviously, Xiao Li, the shopping guide in the scene, seems to have no reason to gain the trust of the customer.In fact, almost all shopping guides have encountered customers of this personality type in the above cases. These customers often speak more confidently, insist on their own opinions, do not listen to the suggestions and product introductions of the shopping guides, and pay more attention to time efficiency.Many new shopping guides have too little experience, so they don't know many types of customers, which leads to situations like Xiao Li's stuck.However, if we classify the personality characteristics of most customers and formulate more flexible coping strategies, such embarrassing scenes can still be avoided.

After the statistical analysis of most of the customers' personality characteristics, the customer's personality characteristics and behavior can be divided into four types according to the rhythm of action and social ability, and they are represented by four kinds of animals.

1. Eagle-type character traits
Eagle-type customers are straightforward, decisive in decision-making, and centered on facts and tasks. They give the impression that they are not good at dealing with people and are very assertive.They have a strong sense of time, emphasize high efficiency, like to get straight to the point, don't want to spend time chatting with others, and hate their time being wasted.Therefore, it is difficult to talk to this type of customers for a long time in the clothing store, and they will take the initiative to put forward their opinions.

Eagle-type customers are the most likely to make things difficult for others, and shopping guides must take precautions in advance.These customers often suddenly ask an unexpected question and embarrass you. Your coping strategy is to ask preventive questions in advance.Therefore, it is best to get straight to the point when talking to this type of customer.

2. Owl-type personality traits
This type of customer is difficult for people to understand, and they are slow to do things.They are not very loud in their usual conversations and exchanges and are often on the passive side, not very cooperative with the work of shopping guides.These customers are often difficult to accept if the shopping guides are too enthusiastic.Therefore, it is best for salespeople not to be too enthusiastic about this type of customer.

3. Pigeon-type personality traits
This kind of customers are friendly and calm, and they seem not to be in a hurry when they do things. They often speak at a moderate speed, the volume is not loud, and the pitch will change a little.They are good listeners and will work well with shopping guides.They put safety first, and even if the shopping guides change their needs, they still strive for progress.They tend to be suspicious and insecure.The shopping guide should take the initiative to give in when there is a conflict with such customers.

4. Peacock-type personality traits
Peacock-shaped customers are basically straightforward and decisive in making decisions.But unlike eagle-type customers, they have a particularly strong ability to communicate with shopping guides, and they usually focus on people rather than buying clothes.If he brings a group of people to buy something, the peacock-shaped customer can easily become the center of the transaction conversation. This type of customer is very talkative and usually has rich facial expressions.They like to communicate with shopping guides in a friendly environment.Social relationships are very important to them.They generally give the impression of being approachable, down-to-earth, and easy to communicate with.After the first transaction is completed, it is best for the salesperson to give this kind of customer a business card, because maybe he will bring his friends to your store to buy new products, and this kind of customer can easily develop into a loyal old customer.

Customer rejection is a great start to a successful sale.If you don't want to be rejected by customers, you need to start with the issues that customers care about, find ways to turn rejection into affirmation, shake customers' willingness to refuse, and induce customers to accept your suggestions.

When you have mastered the personality characteristics of the above-mentioned different types of customers, and the customers tell you "I don't have time", "I'm not interested", "I don't have money" and "I don't want to talk to you", you can put away the state of being at a loss and deal with it skillfully.

How to Deal with Difficult Customers

When customers are always dissatisfied and picky, such as:
Shopping guide: "Hello, miss! This is our latest summer suit. The fabric is comfortable and the workmanship is excellent. If you like it, I will find a size for you and try it on, okay?"

(End of this chapter)