Bathroom shopping guide, how to tap customer needs?
In a specific marketing practice, what method should an operator or a clerk use to tap the needs of customers? 1. Inquiry method Three principles should be noted when inquiring: (1) Do not blindly ask inexperienced operators or clerk often To make a mistake is to ask customers too many unimportant questions or keep asking questions, so that customers have a feeling of being investigated, so that they resent the operator or the clerk and refuse to tell the truth. (2) Product reminder and inquiry should be alternated because product reminder and inquiry are like the two wheels of a bicycle, which jointly promote the sales work. The operator or the clerk can use this method to explore down little by little, and you will surely be able to grasp The real needs of customers. (3) Ask if you want to proceed step by step, the operator or the clerk can start with the simpler question, and then observe and judge whether it is necessary to ask some in-depth questions through the customer’s expression and answer, just like the example above, gradually from the general Sexual discussions are narrowed down to the core of purchases. When more sensitive questions are asked, the operator or the clerk can look away slightly and easily observe the customer ’s expression and reaction. 2. Commodity recommendation method By recommending one or two products to customers and watching the customer’s reaction, you can understand the customer’s wishes. The operator or store clerk must carefully observe the customer’s behavior, coupled with appropriate inquiries and recommendations, will quickly grasp the customer’s needs. 3. Listening method “Like to say, don’t like to listen” is one of the weaknesses of human nature. Listening-listening to the customer’s words attentively, there is absolutely nothing wrong. Only by listening clearly to the customer’s needs can he better serve him and let the customer willingly “Full pocket.” So how do you listen to your ears? A. Concentrate. Listening to people is also a knowledge. When the customer speaks too fast or does not match the facts, the operator or the clerk must not be absent-minded, nor can he show an impatient expression. Because once the customer is found that the operator or the clerk is not paying attention to his speech, the operator or the clerk will also lose the trust of the customer, resulting in sales failure. b. Don’t listen blindly, ask questions appropriately. When customers speak, in principle, the operator or the clerk must have patience. Do n’t interrupt the other party whether you like it or not. However, asking questions in a timely manner is more effective than just nodding or standing sideways. A good listener is neither afraid of acknowledging his ignorance nor asking questions of customers, because he knows that not only will he help customers understand their clues, but also make the conversation more specific and vivid. To encourage customers to speak, operators or shop assistants should not only use their eyes to encourage customers, but also nod their heads from time to time to express their approval. For example: “I understand what you mean”, “You mean …”, “This idea is good”, or simply say “yes”, “good”, etc. c. Be sure to listen to the customer’s needs. When customers buy products, they often put forward some opinions or problems. The operator or the clerk must let the customers’ opinions be published to understand the needs, solve the problems, and clear the difficulties. Before the operator or the clerk knows the real needs of the customer, he must find out the topic and let the customer keep talking. This not only avoids misunderstandings when listening to the fragment language, but the operator or the clerk can also learn from the customer’s conversation Tones, expressions, body movements to observe and figure out their true needs