Run a profitable clothing store

Chapter 60 Clothing Situational Sales Method Encyclopedia (6)
When squatting, you should pay attention: when squatting, the speed should not be too fast; keep a certain distance from the people around you; when squatting next to others, especially when squatting next to customers, it is best to face them sideways.

5. The correct way to salute

There are three main types of salutes, which are classified by the bending angle from the waist to the upper body, mainly 15° salute, 30° salute and 45° salute.When saluting, keep your legs together naturally, hold your hands in front of your body, and lean your upper body forward. At the same time, you should wear a smile on your face to give people a natural and friendly feeling.

(1) The 15° salute is mainly used to say hello. It can be used when responding to customers with "okay" or "keep you waiting", or when expressing thanks for patronage and saying "welcome" and "thank you" to customers Way.

(2) The 45° salute is the most polite and respectful salute, and it can be used together when apologizing to customers or handling objections from customers.

(3) 30°li is between 15°li and 45°li, and is often used in shops.

The main points of salute are as follows:
(1) Stand in the basic posture.

(2) Line of sight: When saluting, you must always look into the eyes of the other party (but you must pay special attention not to be too rigid to stare at the other party, and to have an easy-going smile in addition to friendly eyes).When the upper body is tilted, look at the shoulder of the other party at 15°, look at the floor 30 meters in front at 1.5°, and move to the floor 45 meter in front at 1°.

(3) Keep your neck and back straight.Take the waist as the fulcrum, imagine that the upper body is supported by a board, and the back of the neck should form a line. Hanging the head or hunchback is not a graceful posture.

(4) Actions should be rhythmic and natural, and you should not be absent-minded, otherwise it will give people a feeling of disrespect.

(5) The speed should be consistent.The upper body leans forward and picks up at about the same speed.Too fast makes people feel sloppy, too slow and people think too polite.

Skillful Handling of Unexpected Power Outages

One night, Ms. Yan encountered a sudden power outage while shopping for clothes in a large clothing store.

"It was pitch black all of a sudden, and I couldn't see anything. I quickly put down my clothes and dragged my daughter to the exit." Ms. Yan said.

"That scene frightened people. With the sudden extinguishment of the lights, there was a burst of screaming in the clothing store. Since the power outage happened to be the peak of people's shopping on weekends, she estimated that nearly 100 people were stranded in the clothing store. customers."

The above description, in the final analysis, is about a service error.Therefore, the key to creating a gold-medal business service is to grasp the following points:
1.Employee Service Education

Relying on service items and material basis, the gold medal service does not come from the simple construction of materials, but from the personal practice of people.Without the active promotion of employees, even the "eight-star" service facilities are a pile of idle materials.Therefore, the establishment of gold medal service should be promoted from the management level, and the service education of office personnel, store employees and salespersons of manufacturers should be done well.

2. Standardization of service details

It is the quickest and most effective way to improve the overall service quality of the store to standardize the details of most of the store service events by adopting the scenario mode.

3 Everything starts from the customer's point of view

The biggest taboo in service is to put the company system, company interests and personal gains and losses first.The correct approach is to start everything from the customer's point of view, and then coordinate in the company's system.

Facing the sudden power outage and the darkness in the clothing store, many customers had to stay put.When Ms. Yan and her daughter arrived at the exit, they saw that many customers gave up staying and buying clothes, and walked to the exit in the dark. With the help of a few weak fire lights at the exit, Ms. Yan planned to take her daughter and leave the place as soon as possible.

But when she walked to the exit, she was stopped by the shopping guide and told her: "I'll call right away, and I can't go out now." Since her daughter has to go to class at night, the clothing store is dark, and Ms. Yan asked the shopping guide to check her luggage. and then let her out, but they refused to let her out. The shopping guide even scratched Ms. Yan's shoulders and clothes!

A clothing store is a special place, and it is only right to let customers wait for a while without knowing it.However, it is wrong for clothing stores to detain customers for a long time without reason, because according to the "Consumer Rights Protection Law", consumers have the right to invulnerable personal and property safety when purchasing, using goods and receiving services.The risk of a power outage in a clothing store is borne by the clothing store. Detaining customers on this ground is a violation of the consumer's right to personal freedom.In comparison, the approach of the clothing store below is relatively mature.

One night, there was a sudden power outage in the western suburbs of Xi'an, and the entire road at the southern end of the West Second Ring Road was pitch black.At this very moment, the clothing store evacuated urgently. After a brief panic, the customers left the clothing store in an orderly manner. In less than 15 minutes, the clothing store did not lose a single piece of clothing.

Outside the main entrance of the clothing store, a truck turned on its headlights as a light source to illuminate the door of the clothing store. Customers were coming out of the clothing store in an orderly manner. The fast store notified the cause of the power outage through the radio, and organized everyone to leave. People were relieved and there was order.Ask them if anyone has taken things from the clothing store, and if the store has checked when they leave the store.They replied that they hadn't seen it, and everyone was very conscious.

Inside the clothing store, dim emergency lights illuminate the vast space.There are two shopping aisles set aside by the store and two employees standing next to an exit to guide customers. There are also many employees inside and outside the store maintaining order. When encountering elderly people, they will help them leave; when encountering customers with bags , they would politely ask to open it for a look, and the customers were always very cooperative, everything seemed to be in order.

The manager of the clothing store said that although it was the first time that the power outage had occurred, they had practiced before opening, so they broadcasted the message to remind customers not to panic as soon as the power outage occurred, and learned about the cause of the power outage from the power supply bureau. For other passage exits, only two shopping passages and one exit at the main entrance are reserved to prevent customers from leaving.

In order to prevent accidents, handle power outages safely and safely.All clothing stores should formulate emergency plans for power outages.The following plans are worthy of reference by operators:
Clothing stores should have corresponding preventive measures at ordinary times. The store should be equipped with emergency lighting tools such as emergency lights and flashlights. Stores with conditions can install automatic generators.

When there is a power outage, the cause of the power outage should be quickly identified in order to take countermeasures:
(1) If there is a power failure for a long time, the automatic generator should be activated, and the superior authority should be contacted immediately;
(2) If the power outage is at night and lasts for a long time, it may be considered to suspend business;

(3) When the power is off, the cash register cannot print shopping receipts, and only serves customers who are queuing up to pay.You can use the blank paper to fill in the purchase amount, and stamp the invoice, and ask the customer to redeem the voucher when they come to the store next time;
(4) The cashier should quickly lock the drawer of the cash register;
(5) The store manager should immediately lock the vault and the store manager's room;
(6) The store manager should quickly assign personnel to the vicinity of the cash register and in the store to ensure the safety of cash and goods;

(7) Appease the customer in a polite tone, and ask the customer to forgive the inconvenience caused by the power outage;
(8) Assign the deputy store manager to guard the back door to prevent employees from having bad behavior at this time.

Summarize Communication Skills

Listening and inquiry are the two keys to open the black box in the customer's heart. When inquiring about the needs of customers, the shopping guide should not only be good at asking questions, but also be good at using listening skills, so that they can really get close to customers.In communicating with customers, every time a question is asked, the shopping guide must listen to the customer's answer with a dedicated attitude, and get the desired information from it. At the same time, the customer will also have a feeling of being respected.

After the shopping guide introduced one model, the customer pointed to another model and asked, after the shopping guide finished introducing, the customer's eyes wandered to another model...

(1) The style of this dress is also good, and the original price is 269 yuan, but now it is only 199 yuan. This activity has just started. You can try it on to see the effect. If it fits, grab one as soon as possible. The warehouse is out of stock , it's just the outside.

(2) Our clothes are made of unique materials, which are very comfortable to wear. You can try them on and feel...

(3) The biggest advantage of this dress is...the second is...

In the store, almost every day, many customers say to the shopping guide, "Miss, you introduced it very well. How about it, let's go to other stores to have a look, and we will come back if it is suitable." At this time, the shopping guide is Shouldn't you ask yourself why the customer left without any communication after listening to the introduction?

The misunderstanding of the shopping guide in the first statement is that if the customer is interested in which product, the shopping guide will actively recommend which one, and the customer will no longer trust the shopping guide.

If a shopping guide only introduces products following the customer's eyes and questions, then it is impossible to ascertain the customer's needs at all, and how can he grasp the communication initiative and guide the customer to put forward their own buying points and needs?

The second and third misunderstandings are that even if the product has 10 selling points, it is not all about telling customers, but just pick out one or two points that most impress customers.

The product introduction must be focused and meet the needs of customers.To do this, you should learn to observe the words and expressions of customers, and determine the types and needs of customers.If the shopping guide cannot observe the customer's internal information, the salesperson's recommendation will be out of order, pointless, and pointless. As a result, the customer will be sent out without targeted explanation.

Different customers have different needs, some need high-end and luxurious clothing, some need economical and practical clothing, and some people don't even know what kind of clothing they are suitable for, and they can only be motivated by being touched by the salesperson.

To sell effectively, learn to listen and ask.Shopping guides should find out the real needs of customers through questions, and actively listen during the inquiry process, so that customers can express their real ideas as much as possible.Some shopping guides talk endlessly as soon as they see customers. If customers completely lose the opportunity to express their opinions, it will only cause greater resentment from customers.

Inquiry plays an important role in professional shopping guide skills. Shopping guides can not only use inquiry skills to obtain the required information and confirm customer needs, but also dominate the topics of customer conversations.Inquiry is one of the most important means of communication, it can make customers have a sense of participation due to free expression of opinions.

What needs to be reminded is that "listening" is as important as "asking".In addition to being good at asking questions, shopping guides must also be good at using listening skills, so that shopping guides can really get close to customers, and this approach can make customers feel respected.Many shopping guides often forget this point. You must know that listening is an important means to ensure effective communication.If you talk endlessly in front of customers and don't care about the customer's reaction at all, you are likely to lose the opportunity to discover customer needs.

Listening and asking are important ways to correctly grasp customer needs. If shopping guides cannot make good use of these two skills, their sales will be boring and blind.

(End of this chapter)