In the process of selling ceramic tiles, what should I do if I can’t break the ice and maintain relationships with customers? What should customers do if they have concerns about their products and brands? What should I do if I have objections to prices and preferential policies? 40 classic practical sayings to teach you how to deal with it easily!
1
Ice-breaking and relationship maintenance
When a master swordsman in ancient times fought with his opponent, the first thing he did was to find out the opponent's details and arouse his opponent's interest. When sales staff face customers, how to break the ice of communication from the beginning and arouse customers' interest in communication has become an important factor in sales success. Sales work is about communicating, communicating, and communicating again, building relationships in communication, and defeating the invisible enemy in communication.
1. We smiled, but the customer had no response. He said nothing or answered coldly: I just have a look.
Wrong move:
(1) Okay, it doesn’t matter, just take a look.
(2) Okay, feel free to take a look.
(3) Well, take a look first and call me if you need help
Talk practice:
(1) Shopping guide: Yes, decorating a house is a big deal. You must understand more and compare more. It doesn't matter, you can take a look first and learn about our brand and products first. Where is your house located? Maybe your community can also use our products!
(1) Shopping guide: Yes, decorating a house is a big deal. You must understand more and compare more. It doesn't matter, you can take a look first and learn about our brand and products first. Where is your house located? Maybe your community can also use our products!
(2) Shopping guide: It doesn’t matter. You need to look more when buying things. It’s not easy to make money now, especially for important things like decorating a house. It’s absolutely necessary to know more about it. Whether you want to buy it or not, our services are It's top notch. But Sir/Madam, I really want to introduce to you our newly developed ×× series. This series is selling very well. You can take a look at it first. Come on, please...
(3) Shopping guide: Take a look around first. It doesn’t matter whether you want to buy it now. You can learn about our products first. Come, let me first introduce to you our (wall tiles, floor tiles, balcony tiles, supporting…...) May I ask, what is the decoration style of your home?
Wisdom and wisdom
Take the initiative to move sales forward and turn customers' excuses into reasons to convince customers.
2. The customer actually liked it very much, but other people in the same group didn’t buy it and said: I think it’s just average, let’s look elsewhere.
Wrong move:
(1) No, I think it’s pretty good.
(2) This is our main new model this year.
(3) This is very unique, how could it not look good?
(4) Don’t care what others say, just think it’s good for you.
Talk practice:
(1) Shopping guide: Mr./Ms., you are not only proficient in decoration knowledge, but you are also very attentive to your friends. It’s great to bring a friend like you to buy things together! Please tell me, what other aspects do you think are inappropriate? Let's compare notes and work together to help your friend pick something that's really right for him, okay?
(2) Shopping guide: (To the customer) Your friend is very knowledgeable about buying ×× and is also very attentive. No wonder you would bring him to buy with you! (To the accompanying purchaser) I would like to ask this gentleman/madam, what else do you think is inappropriate? You can tell me, and we can work together to make suggestions for your friend and help her find a style that is more suitable for her home style. What do you think?
Wisdom and wisdom
Don't let yourself and your associates become enemies. Associates can be either friends or enemies.
3. Although the customer accepted our suggestion, he ultimately left without making a purchase decision.
Error response:
(1) This is really suitable for you, so what are you talking about?
(2) It’s really suitable, so you don’t have to think about it anymore.
(3)...(speechless and started to put things away).
(4) Well, you are welcome to come back after discussing it.
Talk practice:
(1) Shopping guide: I understand that you want to take a closer look. After all, buying a set of this product costs several thousand yuan. You must discuss it with your family more so that you will not regret the purchase. How about this? You sit down for a while and I introduce a few more products to you? You can compare more so that you can consider it more comprehensively……
(2) Shopping guide: Sir/Madam, the material is very good, and both the style, design and environmental protection are very consistent with the decoration style of your home. I can feel that you like it very much. But you said that you want to think about it again. Of course, I understand that you have this idea, but I am worried that I have not explained it well, so I would like to ask you for advice. What are you mainly considering now...?
Wisdom and wisdom
Appropriate pressure and helping customers make decisions can improve store performance, and 70% of repeat customers will make purchases.
4. We suggested that customers feel the product performance, but customers were not very willing.
Wrong move:
(1) If you like it, you can feel it.
(2) This is our new product, its biggest advantage is...
(3) This is also good, you can take a look.
Talk practice:
(1) Shopping guide: Sir/Madam, I really admire your vision. This is our new product and it sells very well! I think that given your vision and room layout requirements, this set will be a perfect fit for your vision. Sir/Madam, can I just say yes? Come, there is a sample room of the product here. You can come and take a look, and you can also feel it (directly guide customers to experience, contact, feel, etc.)...
(2) Shopping guide: Sir/Madam, I find that you don’t seem to be very interested in this set of products. Actually, it really doesn’t matter whether you buy it today or not, but I really want to serve you well. Is there something wrong with what I just introduced, or do you just not like this style at all? (If the customer is not very cooperative, move to the stage of asking and recommending other products)
Wisdom and wisdom
Regardless of whether the customer buys or not, try to let the customer feel and experience the product.
5. The customer said: You all speak well when you sell things. Which melon seller doesn’t say that his melons are sweet?
Wrong move:
(1) If you say this, there is nothing I can do.
(2) Forget it, you don’t believe what I said anyway.
(3)...(Silent and wanting to continue doing his own thing).
Talk practice:
(1) Shopping guide: Sir/Madam, the situations you mentioned do exist, so I can completely understand your concerns.untie . But please rest assured that our store has been open in this place for more than three years. Our business mainly relies on reputation and quality, so we will never risk our business integrity. We will definitely gain your trust with reliable quality, I am very confident about this. Because (advantages in material and style)...
(2) Shopping guide: I can understand your thinking, but please rest assured. First, our products are indeed very good. I am very confident about this; secondly, I have been selling ceramic tiles in this store for many years. If the bricks are not good, you will come back to us to complain and return the goods. Why should I cause trouble for myself, right? Of course, it’s not enough for me, the melon seller, to say that something is good, other people have to say it is good. Come, take a look at these renderings taken from the homes of customers who have purchased our products. Sir/Madam, please come this way, you can find out more!
Wisdom and wisdom
When customers don’t trust us, the first thing to do is to restore their trust in us.
6. After entering the store, the customer looked at it and said: I feel that your brand's products are a bit lacking, there is not much choice, and there is nothing good to buy.
Wrong move:
(1) New products will arrive in two days.
(2) Almost all of them have been sold, and these are the only ones left.
(3) Why is there so little? There is enough, so many tiles are not enough for you to choose from?
Talk practice:
(1) Shopping guide: Yes, you are very attentive. There are indeed not many goods in our store, but they are all classic styles among similar products, and each style has its own characteristics. Come on, let me introduce it to you. Do you prefer this modern light luxury style or the simple Chinese style...
(2) Shopping guide: You are right. We do not have many styles here, because our boss hopes that the samples will only show our more distinctive products. There are a few products that I think are very suitable to recommend to you. you. Come, please, let me introduce it to you. Do you want to see...or...
Wisdom and wisdom
It's up to you whether you're an angel or a devil. Customer problems can be opportunities or traps.
7. Customers are somewhat interested in a certain product. How to deepen their impression of the product??
Wrong move:
(1) If you like it, you can read more and feel it.
(2) This is our latest product, check out more.
(3) This set is not bad, let’s take a look.
Talk practice:
(1) Shopping guide: Sir/Madam, you are really discerning. This ceramic tile is the hottest selling one this quarter, and you have to deliver it several times every week. The style of this set should suit your taste. Come, here is our sample room, please feel the effect carefully... (lead the customer to the sample room without waiting for the customer's answer, especially suitable for hesitant customers, and encourage customers to feel and touch) < /p>
(2) Shopping guide: Sir/Ms., you are really discerning. This style is a new style created by the designers of our ×× brand manufacturer, and it sells very well! Come, let me introduce to you. This set of styles adopts XX design technology and materials, and introduces XX style. For a tasteful person like you, it will definitely fit in your home! You can take a closer look, touch it, and feel its charm...
Wisdom and wisdom
If you are given a pole, you can climb, and if you are given a bit of sunshine, it will shine. This is a skill that salespeople should develop.
8. During peak business hours, customers may complain or even be lost due to poor greetings from shopping guides.
Wrong move:
(1) Sorry, could you please come back later?
(2) Please wait a moment, let me finish the customers here first.
(3)... (Allow customers to ask, no time to take care of it).
Talk practice:
(1) Shopping guide: (To the customers who came to the store earlier) I'm really sorry. I'm very busy at this time and I didn't provide good hospitality. Please take a look and feel the style and style of our products first. If you like them, just call me. (Leaves to take care of other customers, and comes immediately when the customer asks) Sir/Madam, I'm sorry to keep you waiting, please...
(2) Shopping guide: (To the customer who came to the store many times to look at the bricks) I’m sorry, there are many customers in the store today and I don’t have time to take care of myself.I'm so sorry to greet you. You sit here for a while and rest. I'll make you a cup of tea first. I'll come over as soon as I'm done. I'll have a chat with you later...
(3) Shopping guide: (Old customer who comes to the store to chat) Oh, I’m so sorry. There are so many customers at this time, so I’m sorry for the poor reception. Would you like to sit down for a while and have a glass of water first, or go to our model room to take a look?
Wisdom and wisdom
There are no big things in the store, everything is done in the details; there are no small things in the store, if the details are not done well, it will be a big thing.
9. Customers enter the store and walk around quickly, then turn around and leave without saying anything.
Wrong move:
(1) Isn’t there a set you like?
(2) The set you just watched is pretty good.
(3) What kind of style are you looking for?
(4) What the hell, don’t say anything.
(5)...(ignore and watch the customers go out).
Talk practice:
(1) Shopping guide: Sir/Madam, please don’t leave in a hurry. Is it possible that you don’t like these styles of products? This is because my service is not good enough. You can do it anyway. Tell me and I will improve immediately. Really, I sincerely want to serve you well. Can you tell me what style I am really looking for?
(2) Shopping guide: Madam, I'm sorry, please don't leave in a hurry. In fact, I think the one you just watched is very good. What's the reason why you don't like it? (Asking for the reason) Oh, I'm sorry, I didn't explain this clearly. In fact, that style... (explain).
(3) Shopping guide: Madam, could you please stay a moment? That's it, it doesn't matter whether you buy it or not, I just want to ask you for a favor. I have just entered this industry and I like this job very much. Could you please tell me the real reason why you don’t like our products? This will also help me improve my work and make greater progress. Thank you very much. Please ask. ……
Wisdom and wisdom
Shopping guides should start from themselves and strive for as many opportunities as possible to communicate with customers.
10. After the shopping guide introduced the product, the customer turned around and left without saying anything.
Wrong move:
(1) It’s a good idea to leave without giving it away!
(2) This set of products looks very effective.
(3) If you really want it, it can be cheaper. Are you sincerely buying things and looking at them?
Talk practice:
(1) Shopping guide: Sir/Madam, please stay! Sorry, I must have failed to serve you well and did not understand your true thoughts. So I want to say sorry to you first. But I really want to serve you well. Could you please tell me what style of product you are looking for? I will make another recommendation for you, okay?
(2) Shopping guide: Sir/Madam, please stay. I'm really sorry, Sir/Madam, I must have not introduced it properly just now, so you are not interested in continuing to read. But I really want to help you find a product that suits your home decoration style and your preferences, so please tell me what you really think, and I will help you find a suitable product again, okay? Please... (re-understand the customer's needs and intentions).
(3) Shopping guide: Sir/Madam, I think my performance just now must have dissatisfied you. I see that you want to leave without any indication. I'm really sorry. I'm a new shopping guide, so please bear with me! But I really want to serve you well, so can you give me another chance? I think I can definitely find products that suit your home decoration style and your preferences!
Wisdom and wisdom
Control your mouth, ask more and speak less, and explore your true thoughts and needs.
2
Product Questions
In a duel between masters, they all hope that "the sword's edge points to it and is invincible." What a sharp sword it should be! The salesperson's understanding of his own product is like mastering the sword in the sheath. If he is not familiar with the characteristics and texture of the sword, how can he know how to use it at a glance? As the saying goes, "If you want to do your job well, you must first sharpen your tools." The first step in sales is to polish the sword and know the product clearly.
11. Customers always feel that there are some problems with the quality of special products. How should we eliminate their doubts.
Wrong move:
(1) Don’t worry, the quality is the same.
(2) They are all the same batch of goods, there will be no problem.
(3) They are all the same thing, how come?
(4) They are all the same brand, no problem.
Talk practice:
(1) Shopping guide: It is understandable that you have this idea. After all, the situation you mentioned does exist in our industry. However, 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. It is only because our manufacturer has launched several new series this year that the original sales are better. Several classic products are on special sale, so it’s really a great deal to buy them now!
(2) Shopping guide: This is a very good question. We have had some customers have similar concerns before. But one thing I can tell you responsibly is that whether it is regular price or special price, it is actually the same brand and the quality is exactly the same, including the quality guarantee we provide you. The price is much lower, so it is really cost-effective to buy these things now, and you can buy them with confidence!
(3) Shopping guide: I can understand your thinking, but I can tell you responsibly that these special products were actually sold by us at the original price. It was just for the sake of brand promotion that the manufacturers changed them to special prices. It is a promotional item, but the quality is exactly the same, you can buy it with confidence!
Wisdom and wisdom
There are no customers who cannot be guided, there are only shopping guides who cannot guide, giving customers a reason to buy.
12. Your product design is not beautiful and feels weird, which is not to my taste.
Wrong move:
(1) It’s not ugly. What’s weird about it?
(2) Listen to the good-looking ones, but they are ugly.
(3) Nowadays, everyone likes it, and it will become popular this year.
(4) Everyone has different ideas, and many of our customers still like it very much.
Talk practice:
(1) Shopping guide: Haha, sir/madam, everyone has their own preferences for radish and green vegetables. Please tell me, what do you think is unsightly? Do you mean style, color, or...? (If the customer can express her thoughts clearly) Oh, it’s all my fault that I didn’t explain it clearly to you. That’s it, sir/madam... (communicate with the customer).
(2) Shopping guide: Haha,You are really discerning, and you can see the difference of our products right away. It is precisely because of this that many of our old customers choose our products. In fact, the design of our products uses some more individual and fashionable elements, which makes them look a bit strange. This is also the characteristic of our products. Many fashionable and tasteful people are interested in such products. You can also learn about it. Come on, let me introduce it to you. Our products use... (Introduce the differences and features).
Wisdom and wisdom
Nothing can be changed unless you don't want to and learn to turn disadvantages into advantages.
13. After observing the product carefully, the customer said: Your product is so rough in workmanship, there are problems here.
Wrong move:
(1) Sir/Madam, this kind of small problem is inevitable for any brand of ceramic tiles.
(2) Today’s ceramic tiles are all like this, just deal with them.
(3) Oh, this is just a sample, it’s okay, what we deliver is different from this one.
Talk practice:
(1) Shopping guide: Due to my negligence, I did not find this detail when displaying the goods. I am really sorry. Thank you for telling me this situation. Products of this style sell well. This sample has been on display for a long time and has been exposed to many customers. It is inevitable that it will have some wear and tear. We are preparing to replace it with a new one these days. You can rest assured that our manufacturers have very strict requirements on craftsmanship, and all new products are guaranteed. Take a look at our set of products... (Guide customers to experience other products).
(2) Shopping guide: Thank you for telling me this situation. I have not noticed this problem before. It may be that the product is a little worn during transportation. I will report it to the company immediately and replace it with a new set. Thank you very much. La. Our manufacturer's production process requirements are very strict. The chance of this happening is very small. I'm really sorry that you saw it... Take a look at this...
Wisdom and wisdom
It is great wisdom to admit mistakes, and at the same time look for reasons that are easily accepted by customers to simplify the problem.
14. I am satisfied with the design and color of the product, but I think the material is not that good.
Talk practice:
(1) Shopping guide: Sir/Madam, what do you think makes you feel bad about our ceramic tile materials? (Encourage customers to speak up) Sir/Madam, you are really attentive and can observe even the smallest things. In fact, our designers consider the coordination of the entire set of products. This area is mainly used for decoration, so we use materials that are more suitable for decoration here, thus ensuring the overall effect of the product. The advantages of this material Yes... (communicate from a material or design perspective).
(2) Shopping guide: Sir/Madam, you have really good taste. I was just about to tell you that although this material looks very ordinary, it uses... technology and is very durable. It is also very waterproof and anti-slip, and is very practical. Many of our customers have bought this piece. I feel very good after putting the product in my home! Come, touch it with your hands...
Wisdom and wisdom
Why simply deal with it without persuasion? It can only perfunctory customers but cannot bring you any benefits.
15. The color of the product is not good, I think it is not suitable for the style of our home.
Wrong move:
(1) What color do you like?
(2) Would you like to change it?
(3) In fact, this color looks better.
(4) This style design needs this color to look good.
Talk practice:
(1) Sir/Madam, do you dislike this color or this design? (Inquire about the real reason why the customer doesn’t like it. If you like the design but think the color is not good-looking) This is the case. This design uses this color because it has a... design. Therefore, using other colors will create a unique feeling. Not easy to show. In fact, based on your taste and vision, I think you might as well consider this set of products again, because...
(2) Shopping guide: May I ask, do you like this design style? (The customer still doesn’t like this color) Oh, I see, then what is your ideal product color? (If the color mentioned by the customer is in the item, we will switch to the existing color for sale).
Wisdom and wisdom
Customers' objections are the starting point for us to explore demand. We must know that only those who dislike goods are the ones who buy them.people.
16. Although your products perform very well, they are too expensive. There is no need for me to buy such good products.
Wrong move:
(1) In fact, this is not good, there are better ones.
(2) This can only be considered very average here.
(3) Go over there, there are all specials there.
Talk practice:
(1) Shopping guide: Yes, you are really discerning. The ×× product is indeed our new style, with advanced performance and good quality. In fact, with the performance and quality of this product, it is better than similar products on the market. The price of the product is very high. However, we are now offering a big discount in the anniversary store. Such good products are only sold at the current price. It is really a good deal. Moreover, some features you think you cannot use now may be used in the future or your family may use them too. You Look, (unique performance)...
(2) Shopping guide: This product is very cost-effective and sells very well. Besides, if you buy these durable goods for house decoration, you will have less chance of replacing them with new ones. It is better to buy them all at once. Some; besides, this product is indeed very suitable for your new house. Compared with the health and peace of mind of living in the next ten or decades, it is worth the money if it is slightly more expensive than your budget! Come, please, you can compare carefully, please wait.
Wisdom and wisdom
Customers' needs are guided, and shopping guides must become hypnosis masters.
17. Your ceramic tiles are so expensive, why do they still leak after you buy them?
Wrong move:
(1) Some wear and tear is normal.
(2) Normal maintenance shouldn’t happen. You haven’t done any maintenance, right?
(3) We have never experienced this situation before.
(4) Hey, it’s so troublesome, why do problems like this keep happening!
Talk practice:
(1) Shopping guide: Oops, I’m really sorry! But don't worry, as long as it is our responsibility, we will take responsibility to the end. You can sit down and have a glass of water to take a rest, and we will learn about the specific situation. Sir/Madam, have you ever used steel wool to scrub the surface of ceramic tiles during use? …(Inquiry into the real cause of wear and tear).
(2) Shopping guide; Thank you very much for telling me about this situation. I will report this problem to the company immediately. Please rest assured that as long as it is our responsibility, our company will definitely be responsible. Come, please sit here for a moment, and I'll send someone to handle it for you right away. (If the door-to-door inspection is indeed a quality problem, please ask your superior for instructions) Please wait. Sir/Madam, I just contacted the manager. I'm very sorry for having you come here on such a hot day. I'm so sorry! Our boss will come to handle it for you right away.
Wisdom and wisdom
When facing customer questions, admitting the problem is an effective way to solve the problem.
18. If your ceramic tiles become worn after not being used for a long time, how do you deal with them?
Wrong move:
(1) Don't worry, this situation rarely occurs.
(2) This situation never occurs with our products.
(3) We are all old brands. Don't worry.
Talk practice:
(1) Shopping guide: You raised this question very well. This phenomenon does exist in some low-end products, so your concerns are completely understandable. However, what I want to tell you is that because the technology we use is...the process is...so our products will indeed not have the situation you just mentioned, and we have also done...inspection in the quality inspection department. , so you can use it with confidence.
(2) Shopping guide: Yes, this kind of problem does need attention. If you buy a product with poor quality or poor after-sales service, it will be very troublesome if similar problems occur, so the key is to choose a good brand so that you can rest assured. The technology used in all our products is... so the quality is guaranteed, and we have also been... inspected by the quality inspection department. Besides, even if the phenomenon you mentioned occurs, please rest assured that we will be responsible to the end.
(3) Shopping guide: Yes, this issue is indeed very important, so choosing the brand is the key. I have been selling this brand for more than two years, and I have sold at least hundreds of sets of products. So far, this situation like you said is very rare. In my mind, there seems to be only one case, or so. Because of improper use. Besides, even if you are unfortunate enough to encounter it, we will maintain it for you for free, so please don’t worry!
Wisdom and wisdom
There is no perfect product, the key depends on how the shopping guide transforms and guides the disadvantages.
19. I don’t like this set of products. The design is lagging behind and the layout looks boring.
Wrong move:
(1) Many people like this style.
(2) I think this gives me a nostalgic feeling.
(3) No, it’s so tasteful.
(4) How could it not be suitable? Why don’t you look at something else?
Talk practice:
(1) Shopping guide: Yes, the style of this set of products does look a little not modern enough, but because these products are for personalized consumption, many people like the classic and nostalgic style. If it matches the overall decoration style of your room, If coordinated, there will be very good results. Yesterday, a gentleman/lady specially ordered this set of products. What is the decoration style of your home?
(2) Shopping guide: Oh, Sir/Madam, I have been in this industry for almost five years. Do you want to hear my opinion? (For customers with good communication) Based on different decoration styles and room furnishings, the design of this set of products gives people the feeling that... maybe you are less exposed to this type of products and are not used to it. In fact, as long as you watch it a few times, you will get more and more familiar with it. Come on, sir/madam, please... (guide customers to experience it)
(3) Shopping guide: Yes, this set is indeed more nostalgic. So what kind of feeling do you want the products sold in your home to have? Come and listen, and I'll give you some advice, okay? We also have different styles of products here, you are sure to find something you like!
Wisdom and wisdom
Avoid the important and take the light, avoid the light and choose the important. What tests the skills of the shopping guide is to do more homework and less nonsense, and practice your magic skills to be world-famous.
20. I don’t want any new products or new colors, but I want the same old product?
Wrong move:
(1) The new product is so good and more modern.
(2) Old products are eliminated.
(3) Nowadays, everyone buys new products, who still buys old products?
(4) New products have good performance and can meet more of your needs.
Talk practice:
(1) Shopping guide: Yes, Sir/Madam, I understand how you like old products. May I ask why you like old products? (Understand customer concerns), then this new product not only has... (performance of the old product), but also uses the latest materials... and has better performance... You see, almost most people who buy this product now They are customers who used old products in the past. Look, let me show it to you, please...
(2) Shopping guide: Yes, sir/ma’am, I understand how you like old products. Our product is upgraded based on the advantages of old products. It not only retains the popular advantages of old products , and the performance has been greatly improved, which will definitely bring you a new living experience. Come, come here, let me show you... (Guide customers to experience it).
Wisdom and wisdom
Inquire into customers’ true motivations for raising objections, and answer questions and provide guidance based on the customer’s motivations.
22. You said your product is effective, but I can’t see the actual effect?
Wrong move:
(1) You will know it after using it.
(2) Our products are really good.
(3) I said yes, you don’t have to doubt it.
(4) Everyone says so.
Talk practice:
(1) Shopping guide: Yes, Sir/Madam, I understand your concerns. After all, decorating a house is a big deal and a big expense. Come, please come here. This is the rendering of some of our old customers after installing our products. You see, this is (the owner of ××× community, this is the owner of ××× community). These are all The photos were taken after they bought our products and installed them. These old customers have also become our friends and often recommend some friends to buy our products. Look, the style of your home is somewhat similar to that of our client. I think it will definitely look very beautiful after it is installed...
(2) Shopping guide; Yes, sir/ma’am, I understand how you feel now. Our brand has been in this city for several years. We cherish the credibility that we have finally established and have always provided customers with real products. We will never exaggerate or lie. You see, this is the rendering of our product. Take a look. Here, please……
(3) Shopping guide: I understand your concerns. Our products are an old brand that has been around for more than ten years. Many customers have installed them at home and used them very well. You see, these are some photos we took of customers’ houses where our products have been installed. You can take a look. You see, the style of this customer’s home is very similar to the style of your home...
Wisdom and wisdom
Qualification certificates are very important in sales. Pay attention to collect various qualification certificates about customers. A piece of certificate is worth a thousand words!
3
Brand Questions
"When Yi Tian comes out, who can compete with him?" In the era of martial arts disputes among sects, how many heroes were frightened when they heard "Yitian", and how many people with lofty ideals bowed down to "Yitian". This is the power of the brand. In the sales battlefield, brand represents trust and brand represents power. Salespeople don't need to complain that your brand isn't big enough, or that your products aren't good enough. It's just that the trust you create isn't enough.
22. This brand is not very famous. I have never heard of it. Is it a new brand?
Wrong move:
(1) No! Our brand has been around for several years.
(2) Really? We are well-known in this industry.
(3) We are advertising in many media.
(4) We are indeed a new brand and have just entered the market.
Talk practice:
(1) Shopping guide: Oh, what a pity. It seems that we have not done enough in brand promotion. But it doesn’t matter. You just happened to be here today. You can first learn about the excellent quality of our products. Come on, let me briefly introduce it to you... (simply and confidently introduce the selling points of the product) We have recently launched several products, and It is also selling very well. You can learn more about it first and come here to ask... (Go to guiding customers to experience the product).
(2) Shopping guide: Oh, I’m so sorry. We didn’t do our job well. We have to review this. Fortunately, we have the opportunity to introduce our products to you today. Our brand hasIt has been ×××× years. The main customers...the main style...our specialty is...Mr./Madam, we have recently launched several new products, which I think are worth recommending to you. Come on, sir/ma'am, please... (turn to guiding customers to experience the features of the product).
(3) Shopping guide: Haha, you really know the ×× industry. Our brand has actually been in business for a long time, but the company only decided to enter this area at the beginning of this year, so we still need your support and care in the future. The main style of our brand is... What is your home decoration style? Looking at the variety of styles we have here, I believe there will be one that suits your home design style. Sir/Madam, please... (go to product introduction).
(4) Shopping guide; I’m sorry, this is because we didn’t do our job well, but it doesn’t matter. Now we just have this opportunity to briefly introduce our products to you. We... (turning to introduce the features of the products simply and confidently, As long as the customer is willing to listen to you, quickly ask the customer questions to guide the answer) Sir/Madam, may I ask you: At what stage has the decoration of your home reached? How big is your living room? How is the light in your bedroom?
Wisdom and wisdom
Admitting one's own flaws is a kind of wisdom. A smart shopping guide may turn shortcomings into a turning point in sales.
23. The stores next door also have similar products, which one is better?
Wrong move:
(1) It’s hard to say, both are pretty good.
(2) Each has its own characteristics, depending on personal preference.
(3) I don’t know much about other brands.
(4) They just advertise too much.
Talk practice:
(1) Shopping guide: In fact, both our brand and the brand next door are quite good, but they are different. It mainly depends on the style and style you like, as well as whether it is suitable for you, and the characteristics of our brand. What I think is particularly suitable for you is...
(2) Shopping guide: You have really good taste. Our brands and the brands next door all have their own characteristics and styles. They are all good brands.The key is to see if it suits you. When choosing, do you usually pay more attention to material, or... (Guide customers to state their preferences) If so, I think our brand is particularly suitable for your personalized needs, because our brand emphasizes... Our The characteristic is... Sir/Madam, you can only know something by experiencing it yourself. Come, this is our display area, you can experience it for yourself first. Sir/Madam, please come over here!
Wisdom and wisdom
Remember to belittle your competitors as this will not help you win your customers’ trust.
24. I found that your new product launch speed is too slow.
Wrong move:
(1) Our launch this year is relatively slow.
(2) Soon, I heard new goods are on the way.
(3) Our new models are usually launched at this time.
(4) Slow work will produce fine work, please look at other things first.
Talk practice:
(1) Shopping guide: I'm sorry, I know you must often pay attention to our products. However, because our company is very cautious in launching new products, we have to conduct many market surveys in the early stage to understand the popular styles that everyone is concerned about before we launch high-quality products. In addition, due to transportation problems, our new products are indeed a little slow on the market. It really takes a long time for you. Wait! Come, please come and see if any of our new products are of interest to you!
(2) Shopping guide: I'm sorry to keep you waiting. Judging from the speed at which our competitors launch new products, we are indeed a little slower this time. However, our manufacturer has its own rhythm every time it releases a new product. After repeated market research and user experience in the early stage, only high-quality products will be launched to the market. . What did you want to see when you came here today? …(shift the focus of the issue).
Wisdom and wisdom
Solving immediate problems is not the goal. Our goal is to push customers toward closing a deal.
25. How come your product styles are so few? It feels like there is nothing to buy!
Wrong move:
(1) New goods will arrive in two weeks.
(2) Almost sold out.
(3) Why is there so little? There is enough.
Talk practice:
(1) Shopping guide; Haha, you are very attentive! There are indeed not many styles displayed in our showroom. For each style, we only display the most classic ones. Each piece has its own characteristics and represents a different style. Come on, let me introduce it to you. Do you like classic, modern, or...?
(2) Shopping guide: We really don’t have many styles here, because we sell products with more personality and taste. Most of the people who come to our store are tasteful people like you. Look here There are just a few sets of very stylish products. You can take a closer look and maybe there will be one that suits you very well. Come, please, let me introduce it to you. Do you want to see...
Wisdom and wisdom
Pickiness is demand, and shopping guides must be good at finding breakthroughs in customers' problems.
26. I don’t buy brand-name goods. If a certain brand is better than yours, I will choose them.
Wrong move:
(1) The style of our products is similar to it.
(2) Ours are also brand-name products.
(3) Many customers of XX brand come to us to buy things.
(4) Our positioning is similar to XX, but cheaper than them.
Talk practice:
(1) Shopping guide: So-and-so is a good brand, and it is also the target of our study. What do you think is more attractive about such-and-such brand? ...(Understand customer needs) Well, it seems that you are someone who pays great attention to the quality of life. It is indeed the case. The quality and grade of branded things will be more reliable. We have always operated with the concept of building a brand. Many customers have praised our products. Maybe you didn't pay much attention to us before, which is really a pity. However, I just have the opportunity today, let me introduce it to you, and you can also learn more about the quality and design of our products...
(2) Shopping guide: ×× is a good brand with a good reputation. In fact, our target customers and positioning are similar, but our style is different from theirs. ×× adopts... style. But in your case, our brand's products are also perfect for you because... (emphasis on our brand proposition).
Wisdom and wisdom
Improving our ability to cope with competition is our best weapon to cope with competition.
27. You are not a big brand. I often see ×× brand in the media.
Wrong move:
(1) Our brand is also good.
(2) You can try another brand.
(3) Our brand is also a big brand.
(4) A big brand may not necessarily be credible.
Talk practice:
(1) Shopping guide: XX is indeed a good brand, and it is better than us in brand promotion. It has always been the object of our study. What do you think is more attractive about XX brand? (After exploring the advantages of competing brands) Our family is also very good in this aspect... and our products have advantages in ×××...
(2) Shopping guide: ×× is a well-known brand with relatively strong advertising, which is better than what we do. However, the consumption of household products is highly personalized, and only the ones that suit you are the best. The advantage of our products is (simply and confidently introduce the performance, features, materials, etc. of the product to customers)... Come, look at this is the rendering of some of our old customers after installing our products. Take a look first, the effect is very good OK...
Wisdom and wisdom
Explore customers’ true thoughts and learn to divert customers’ attention.
28. I checked online and found that you are not one of the "top ten brands" in the country.
Wrong move:
(1) We don’t care about the “Top Ten.”
(2) We didn’t pay attention to those brands at all.
(3) Many customers think we are pretty good.
(4) The top ten in the country are all bought with money and cannot be trusted.
Talk practice:
(1) Shopping guide: Sir/Madam, I understand your concern about the brand, and we have been working hard to spread our brand. But I think you must have heard that many evaluation organizations are now doing some brand evaluations. Some institutions are authoritative institutions in the country and industry, and the evaluations recognized by these institutions are of great value; there are also many that lack authority and Institutions with industry qualifications are also doing brand evaluations. As long as companies spend some money, they can rank them, so some evaluations are not very valuable. I think it is also very important for you to decorate your house. The most important thing is to look at the quality of the product! Come, you see our products are very advantageous in...
(2) Shopping guide: Haha, I understand your concern about the brand. In fact, our manufacturer has always been operating based on the concept of building a brand, but our advertising and promotion efforts are indeed smaller. However, you may have also heard that some business rankings are now done by some institutions. As long as companies spend money, they can get a good ranking. As a company like ours, we work hard and win customers with integrity and quality. The key is our products... (Move to communication about product selling points).
Wisdom and wisdom
When facing customers' problems, don't just talk about them. Only by finding the real will behind the problem can you get the most out of it!
29. I only like foreign brand ceramic tiles. I think your products are not on the same level as theirs?
Wrong move:
(1) You can try another brand.
(2) Who said the products are not of the same grade?
(3) Our brand is very big, you just don’t know it.
(4) Foreign brands, many are also made in China.
Talk practice:
(1) Shopping guide: (Customers talk casually and are relatively open and lively. As a seller, you don’t have to be too serious about this matter. Just make a joke with the customer and let it go. ) Haha, sir/ma’am, we must support domestic brands! You see, our newly designed styles this year are in line with some international products, and the quality is absolutely reliable. Please follow me and I will introduce it to you!
(2) Shopping guide: Hello, Mr./Ms., the foreign brands you mentioned are better than domestic brands.I also understand the idea of high positioning. Their advertising and promotion are examples for our brand to learn from! However, in terms of product quality, there is not much difference between domestic brands and foreign brands, and some domestic brands are even slightly better than foreign brands. Why do you say this? You must have heard of Nike shoes. A pair can cost thousands of yuan. However, everyone knows that shoes of many domestic brands are made in the same factories in China, and even use the same production line. They are just made. The labels are just different. The same is true for our products...
Wisdom and wisdom
We are not afraid that customers will have problems, but we are afraid that shopping guides will have problems. Only by finding the crux of the problem can we prescribe the right medicine.
4
Objections to price and preferential policies
When masters compete with each other, they don’t need to use swords in their hands. They just need to speak lightly and use their hands instead of words. A few words will make a decision. The winner will win happily, and the loser will lose gracefully. The process of sales gaming is also a process of value exchange. Involving the opponent in the process with empathy and reaching a settlement happily and elegantly are skills that every salesperson should develop.
30. The ×× brand is similar to yours, but the price is much cheaper than yours.
Wrong move:
(1) Generally speaking, this is the case.
(2) The difference is not big, just one or two hundred yuan.
(3) Our quality is better than theirs and our workmanship is careful.
Talk practice:
(1) Shopping guide: That’s right. Our products are indeed similar in quality and consumer group to those of ×× brand, so many customers are also comparing these two brands. Although our price is indeed a bit higher than the brand you just mentioned, in the end many customers still choose us. What they ultimately value is that our products have... (explain the differences and benefits) Sir/Madam, just me Say no, come on, just take a look at our model room and renderings...
(2) Shopping guide: Yes, because our two brands are relatively close in style and price, many customers also ask similar questions when comparing. In fact, fromIn terms of style and style, the two are indeed similar, and the price is only a little different. But most customers who are destined to choose our products after comparison do so because... (plus selling points, points of difference) because more customers want... (plus attractive highlights).
Wisdom and wisdom
Find the advantages of your product and express them fully. The Mercedes-Benz shopping guide will never give up because of the high price.
31. I like your stuff better and have checked it out a few times. If you make it cheaper, I will buy it.
Wrong move:
(1) There is really no way. If I could, I would have given it to you cheaper.
(2) We sincerely sell, but the price is really not good no matter how cheap it is.
(3) I know it too, but this is a company policy and there is nothing I can do about it.
Talk practice:
(1) Shopping guide: Yes, I know you have come to our store several times. Thank you very much for your support and trust in our brand. In fact, I really want to do this business with you, but I’m really sorry. I really can’t give you any more discounts on the price. Please forgive me for this! In fact, the most important thing when you buy something is to see if the product is what you want. If the product is cheap but does not meet your ideas and requirements, it will not be comfortable to display at home, right? A product like this is not only very suitable for your overall style, but also of good quality and durable. The price is indeed the biggest discount we can give, and it is still very suitable. Come on, your home address is... Let's decide it first to avoid running out of stock in the future (a last-minute step to promote sales).
(2) Shopping guide: Yes, I remember you have been here many times. I also thank you very much for liking our products, but I am really embarrassed about the price, because I do meet your request. Not you. But I also really want to do your business. So, don’t negotiate with me about the price. Let’s see how else I can help you in other aspects. I am really sincere (such as giving gifts and services).
(3) Shopping guide: Yes, you were here last week, I remember you. I can see that you really like our product, and indeed this product is very suitable for you. I also really want to sell it to you, but you really put me in a difficult position regarding the price. Well, I really can't satisfy you with the discount. You have been here many times, and we are considered friends. I will personally give you a very practical little gift. Do you think it's okay?
Wisdom and wisdom
Make concessions strategically, stick to the price policy and exchange conditionally when necessary, and customers will cherish it.
32. Everything is the same, why is your price so different from others?
Wrong move:
(1) Really? Things are different.
(2) There are many kinds of XX materials, and ours are different from theirs.
(3) When buying something, you can’t just look at the price. You also need to look at the workmanship and design of the product?
(4) Is the price not much different?
Talk practice:
(1) Shopping guide: Yes, our products are indeed slightly more expensive than the one you mentioned. An old customer also mentioned this problem this morning, but he still bought ours later. thing. Sir/Madam, you also know that there are actually many factors that affect the price, such as design, craftsmanship, quality and after-sales service, etc., which will all affect the price. This is just like the same dish made by different people tastes different. So although the materials are the same, the characteristics of our brand are...
(2) Shopping guide: Yes, you are really attentive and observe so carefully. The materials used in some products in the store you mentioned are indeed similar to our brand, so the main price difference is in service and after-sales. Above all, our building materials are semi-finished products. After you buy them, the merchant’s after-sales service and installation are very important. We do a good job in this regard, and we are an old brand product, so we are absolutely guaranteed in quality. Come, you can take a look...
Wisdom and wisdom
Avoid the points of customer appeal to refine the unique selling points of the product.
33. The products in the store opposite are almost identical to yours, but the price is much lower than yours.
Wrong move:
(1) You can’t just look at the price, but also the materials and workmanship.
(2) That is not on the same level as us.
(3) We are a brand-name product, and you are guaranteed to buy our products.
(4) Many companies are now imitating our brand.
Talk practice:
(1) Shopping guide: Yes, I understand the situation you just mentioned, but I still want to thank you for your kind reminder to us. In fact, in addition to the difference in appearance design of a product, the most important thing is to see whether its materials and workmanship are first-class. Nowadays, many products are seriously counterfeited in appearance, causing great misunderstandings to consumers. In fact, the products they use The materials and workmanship are completely different. After installing them at home, you will find that they are also different in terms of environmental protection and reliability. Our products are of real brands, which is very advantageous in this regard.
(2) Shopping guide: Thank you for your kind reminder. Yes, there are indeed some companies in the market that are imitating our designs. In fact, we are very clear about this. However, as long as you distinguish it carefully, you can still see the difference, for example... (materials and details, etc.) You can look here (point out our unique selling points), and you will feel the difference immediately. Come on, you Look...
(3) Shopping guide: A customer also mentioned this problem to me last time, but he still bought our products later because he found that there were still many differences in... and the whole feeling of using it was different. Very different. Sir/Madam, let me just say that you may still be a little fuzzy. You must check the details in person to feel the difference in the effect. Come and take a look (touch or operate), and you will find the difference once you try it. .
Wisdom and wisdom
The way the problem is handled is more important than the problem itself, be confident but not arrogant, have solid evidence, and speak at a moderate pace.
34. The things are indeed good, but unfortunately the current price is too expensive and exceeds my budget!
Wrong move:
(1) Come on, is this too expensive?
(2) Sir/Madam, how much do you want for it?
(3) After discounts, the price is only 6,800 yuan, which is already very cheap.
(4) Even here we find it expensive, so you can’t buy it anywhere in China.
Talk practice:
(1) Shopping guide: Sir/Madam, we have had old customers say this before. They think this set of products is very beautiful, but the price is a bit expensive. Indeed, if you just look at the price tag, you will feel this way. The price of our product is slightly higher because its design and materials are of high quality, so many customers will choose it, especially those who are interested in life like you. For those who are pursuing good taste, installing it in your home just shows your grade, so it is perfect. In fact, given the quality of this productFor the quantity and grade, the price is very cost-effective and a very good deal for you. Come, let me open a ticket for you...
(2) Shopping guide: Indeed, I admit that it is normal for you to feel this way just based on the price. It's just that the reason why our prices are slightly higher is because we do a good job in quality (design, service), and we have advantages over other companies. Well, now that the promotion period has passed, this is the lowest price I can give you. However, I can apply to the leader to give you the price according to our old customers. Many of our old customers are buying our products × You can only enjoy this price after ×× yuan. It is a very good deal for you. Come, your address is...
Wisdom and wisdom
Customers are not afraid that their purchases will be expensive, but they are afraid that their purchases will be more expensive than others.
35. Old customers from other places will take the initiative to offer discounts. I bought several houses from you, don’t you get any discount at all?
Wrong move:
(1) Sorry, our new and old customers all have the same price.
(2) There is no way, we also offer the same price to regular customers.
(3) If you are our old customer, you should be more aware of our regulations.
(4) We all have unified pricing from manufacturers. If it could be lower, I would have given it to you long ago.
Talk practice:
(1) Shopping guide: Sir/Ms., thank you very much for visiting our store frequently and thank you for supporting my work! But I'm really sorry. I can't give you a low price even if I want to. Please bear with me on this, because our store adopts a real unified pricing. But please rest assured that our company is currently engaged in an activity to give back to old customers. You can enjoy the extra gifts from our brand manufacturers... (It is better to give gifts than to lower prices easily. It is easy to reduce prices but difficult to increase prices)
(2) Shopping guide: Thank you very much for your support to us. You must have come here a few times and you must know that our prices are always real, and our products are outstanding in raw material selection, design, and workmanship. , after-sales service are all advantages, which is why many customers still choose us after comparing in many aspects. It’s not easy for everyone to make money. Of course, price must be considered, but product and quality are very important. The most important thing is the cost-effectiveness of the product. Especially if you buy this type of product, we will also help you with delivery, installation, after-sales and other services. are all important, don’t you think? (Look at each other with a smile, if you careThe customer nods, tacitly waits for other receptive behaviors, and quickly proposes a deal).
Wisdom and wisdom
Store sales are based on trust, and gold medal shopping guides are good at selling goods together with trust.
36. I am very familiar with your boss. If you don’t agree, I can only call him.
Wrong move:
1) This won’t work, I have no choice.
2) I can’t make the decision, so you can go directly to our boss.
3) Our boss also gets this discount when he buys things for his friends.
Talk practice:
(1) Shopping guide: Wow, you are a friend of our boss. That’s great. Don’t worry about the price. We must give you a preferential price from a friend of the boss. Our boss has specially mentioned this before. Already explained.
(2) Shopping guide: Haha, this is really embarrassing for me. When you call the boss, our boss thinks that I am not treating his friends well. In fact, our boss has many friends, so we have already told him that as long as he is his friend, he will use this preferential price. It can be the same as a normal customer, so I'm sorry to have to trouble you to sign the form for me later.
Wisdom and wisdom
It not only makes customers feel that they are the most distinguished guests in the store, but also politely refuses customers' unreasonable requests.
37. The customer was satisfied with all aspects of the product, but did not buy it after asking about the specific price.
Wrong move:
(1) There are cheaper ones over there.
(2) Don’t leave. If you buy sincerely, the price can be lower.
(3) If you sincerely want to buy it, how much can you say?
(4)...(Silent and began to pack the goods, with an impatient and cold expression).
Talk practice:
(1) Shopping guide: Sir/Madam, please stay. I think this set of products is actually very suitable for your idea, and I can see that you like it very much, but you still haven’t chosen it. Is it me? What part of the introduction is not in place, so it affects your purchase? I really want to serve you well, can you tell me so that I can introduce you better.
(2) Shopping guide: Sir/Madam, please wait a moment. The product you just looked at is indeed very suitable for your idea. In fact, we have several styles in this series, as well as several affordable products with similar styles. You can follow me to see if you want to buy it. It doesn't matter, it's fate that you came here today. Let me introduce it to you, and you can compare more.
Wisdom and wisdom
Shopping guides must understand their responsibilities and extend the time customers stay in the store as much as possible.
38. Your products are similar in quality to ×× brand, but the price is much higher than them.
Wrong move:
(1) Generally speaking, this is the case.
(2) The difference is not big, only one or two thousand yuan.
(3) Our accessories are better than theirs and the workmanship is more fine.
Talk practice:
(1) Shopping guide: That’s right. The grades and consumer groups of our brand and ×× brand are indeed similar, so many customers are also comparing these two brands. Although our price is indeed a bit higher than the brand you just mentioned, in the end many customers still choose our brand. What they ultimately value is... (explain the differences and benefits) Mr./Ms....
(2) Shopping guide: Yes, our price is indeed slightly higher than that of ×× brand, mainly because... (special advantage, point of difference)... Most of the customers who choose our brand are for These advantages come from. Although there will be some differences in price, these products are large-ticket purchases, so it is more secure to choose a big brand for quality and service, and we have done a very good job in this regard.
(3) Shopping guide: Yes, because our two brands are relatively close in design style and price, many customers will ask similar questions when comparing. In fact, the design style and style are indeed similar, and the price is only slightly different. However, most customers still decide to choose our brand after comparison. This is mainly because... (plus selling points and differences) because it is more Many customers hope that their products will... (add attractive highlights) when placed at home.
Smart pointsEyes
Good at guiding customers and shifting their attention from price to the product itself.
39. A brick costs 120 yuan, is that wrong? Is it too expensive?
Wrong move:
(1) You also need to check what brand it is.
(2) This is nothing, there are more expensive ones.
(3) Better ceramic tiles are now priced at this price.
Talk practice:
(1) Shopping guide: Haha, don’t worry, although the price is a little higher, you can first take a look at its material, performance, quality, and paving effect. It is different from ordinary ceramic tiles. We This tile is specially designed for people like you who pursue lifestyle taste and details. After all, you get what you pay for, right?
(2) Shopping guide: Yes, this product is a bit expensive, but please believe that it is expensive for its own sake. Look at it... (explain the differentiated characteristics of your product).
Wisdom and wisdom
Every tile has a selling point, and customers want to buy a tile that is worth their money.
40. Why not discount? XX brands are all discounted, why don’t you?
Wrong move:
(1)...(Silence)
(2) There is no way, this is company policy!
(3) As rich as you are, you won’t care about this discount.
Talk practice:
(1) Shopping guide: In fact, there are many reasons for discounts. For example, each company will use discounts to reward customers at the appropriate time based on its own inventory status, festival dates, new product launches and other actual conditions. We have no plans in this regard yet, and we maintain uniform prices in the national market. We hope to be responsible to every customer with realistic pricing, and hope that every customer will not have to worry about inconsistent prices and feeling cheated whenever they come to our store to buy something.
(2) Shopping guide: In fact, the most important thing about discounting or not is that each brand adopts different strategies in the market. The reason why our store does not discount easily is that we hope to give our customers real pricesEach customer is responsible, so that some people will not buy the same product at a high price, and some people will buy it at a low price. So you can buy our products with confidence anytime... Sir/Madam, what is the decoration style of your home...?
Wisdom and wisdom
The salesperson must both protect the company's interests and try to explain why from a perspective that is beneficial to the customer.
What are you waiting for? Collect it quickly!
Author: Lin Zepeng
