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55738 2010 年 12 月 20 日 17:00 Reading (loading. ..) Comments (0) Category: Health of the Road
welcome into the customer
greetings pour
blood pressure
such high potential to do physical therapy
Introduction
Water
After the exchange of health
escorted
one. Experience Store building
II. Experience Store Management
III. Experience store operation process
one. Experience Store building
(a) the experience of shop functions
1, services to old customers: All customers purchasing our products.
encourage regular testing and old customers, and enhance product efficacy, increase feelings.
2, create new resources
1) to experience the store as the center circle as a science, engage in scientific propaganda into the community, such as streets and places of old age.
2) passing the guests from the door to explore new potential customers.
3) and old customer referrals, especially older customers as a referral customers.
3, to improve the credibility of the company and products to enhance performance.
to potential customers ability to develop into a customer referrals.
4, employee communications and work places, create team positions.
(b) the experience of shop building steps
1, experience the store location:
community store room, followed by residential, the proposed three-level store area in the 20-40?. Select crowded places, easy to do sooner or later, where counseling and advocacy, while convenient for customers to find and access.
2, experience the store staffing:
6 or so, one store manager, store built in the early experience is best to have a manager or specialist to assist staff in the shop often to communicate with customers.
3, experience the store layout:
cushion ocher, ocher mattresses, high potential, foot massage, electrolysis of water, blood pressure, propaganda station of this, massage stick, etc., at the same time with Atlas-related publicity, leaflets, to promote interaction between employees and customers, but also with a number of attractive gifts.
II. Experience Store Management
(a) the experience of store management
hardware:
1, experience the store layout:
to highlight products as the core purpose;
including water machine, display panels, physical therapy facilities in place, promotional materials and so on.
management issues at the same time pay attention to the layout of the company's overall unity and coordination.
2, experience the store Health:
and his customers are willing to own home in an environment similar to stay; attention to cleanliness, warmth.
3, the image of the packaging store experience:
including the store and staff management, store operations in accordance with the overall requirements of the company, employees at work should be a unified tooling.
software components:
1, must allow for the sale of stores to do service experience
(1) experience of staff to integrate into the shop: to strengthen the ideological training and education of employees, the company's sales are mainly family services, the family should first develop awareness of employees, followed by strengthening their grasp of product knowledge, in work manager, the manager should guide employees to communicate with customers.
(2) the customer experience to integrate into the shop: Customer style show list
has demonstrated the desire of the customer, should be given to the display platform, to strengthen the focus on customer service, communication, and seek their own experiences to loyal customers, with the referrals into their ability to customers.
2, to experience the store to develop a suitable work schedule
manager should be based around the customer, the residents of the rest of time, appropriate adjustments to their respective shop schedule in order to better collect more new customers, while better serve existing and old customers for services.
3, a variety of regular and reasonable arrangement
according to the requirements of the company held five will be: daily morning work will be arranged the same day, the daily show summary of the work day, pre-analysis will be concluded after the end of the month wrap-up.
4, to experience the culture of service and marketing shop atmosphere
(b) of the Staff Management
1, a core think-tank in the shop, with a competent staff with lectures, the service staff to collect customer information employees.
2, the cultivation of different employees in different ways.
3, the manager should learn to follow up the staff, especially the core think-tank.
4, staff training activities (including seminars, clubs, etc.) planning and organization skills.
5, have the ability to solve problems immediately, the staff encountered difficulties in customers in a timely manner to seek new breakthroughs in ways to resolve.
6, will use the skills and artistic motivation.
7, effective and timely training
(c) the experience of the daily management of the store
1, grooming: Staff at the service centers (stations) and the dress uniform, appearance and generous, decent.
2, stores a shift system and experience the shop no special reason, are not free to close, strict attendance system manager, not allowed to short post.
3, to ensure continuity and effectiveness.
4, seriously good service, new and old customers, so warm and thoughtful, equally, without discrimination, team spirit.
5, to experience the store as a base to take the initiative to get involved in surrounding communities, streets, aging groups to conduct science and cultural activities, creating new resources.
6, conscientiously study and product knowledge and operating skills, both do excellent product marketing experts, and popularize scientific and cultural knowledge as a communicator.
7, accomplish tasks on duty, staff on duty each day before work to check all the instruments switch (water, electricity) is closed, clean good health, lock the doors and windows before leaving.
8, prohibits personal phone calls to the store experience.
9, requires all employees including the manager, including the completion of daily work complete \
(d) The basic requirements of shop experience
1, to establish good relationships
help team succeed is to help themselves to success.
2, familiar with the equipment and operating service stations and layout
cushion ocher, ocher mattresses, high potential, foot massage, electrolysis of water, blood pressure, stop the propaganda, massager and so on.
looking for some restaurant customers manual operation activities, in order to mobilize everyone's enthusiasm.
3, familiar with relevant regulatory experience shop and resource allocation methods
master product knowledge, usage, dosage, product and other similar products differentiated characteristics, and constantly in communication with customers of our products selling point stressed.
do the classification of their customers find each other to adapt to the psychological needs of communication.
(e) how to deal with difficult customers close to the eight categories
1, taciturn nature
method: both pleasant to talk politely, but also carefully observed the expression of the customer to determine what he needs, timely and concise words to warm to cooperate.
avoid: to give up cold on the cold, use your passion and professionalism to infect each other.
2, self-expression type:
Methods: humble attitude, enthusiasm.
avoid: Instead of recriminations. Let him finish the full comment on his words at the reasonable and might be a little favor and, on the wrong with that and do not rush to refute each other finish until after the first full view of the period, In the euphemistic additions and corrections.
3, domineering type:
methods: should remain respectful, neither overbearing nor servile attitude to compliment their right to meet their psychological needs, should not compromise.
4, like the fault type:
method: do not have to struggle with him, under normal circumstances should be less talk, if not given to clarify certain key issues will seriously affect the credibility and image, then focus on the facts speak, if the other critical issues were raised, sales personnel should be arrested living opportunities, well-founded to be answered, with some other method does not clarify the critical point of the right.
5, impulse-type:
Methods: sales staff attitude and laughing as much as possible in order to moderate the tone, creating a relaxed atmosphere to change the other's mind and emotions, that objections to the customer, not taboo attitude of the other hot-tempered, patient and reasonable to the customer to interpretation. Not to butt heads should be gently persuaded, dealt with gently.
6, repeated doubts type:
Methods: should be for this kind of psychological, sincere and detailed to do an introduction, with emphasis on the facts speak more to the user's reaction assured him.
7, sensible Steady:
Methods: sales staff should seek comprehensive and stable, can speak a little slower, leaving room, slowly and surely.
8, indecisive type:
method: Strike while the wind blows, where from time to time to capture conflicts, targeted to seize the Achilles heel of small to know in order to \determination of the deal.
III. Experience store operation process
(a) the experience of store operation flow chart
(b) Tips
1, of the first customers into the store experience, present their physical therapy equipment, be sure to read the contraindications, precautions and improved response;
2, for the new and old customers, dealing with import health topics, the introduction to explain the importance of health care;
3, through our family services for customers moving, so that the old customers moved to enhance the product efficacy, reduce returns, and customer referrals for new customers moved to add new understanding led to new sales resources guaranteed to experience strong popular shop.
(c) service eight sound
Customers must call comes
sound
have to answer customer inquiries, sound
when customers have a physical examination to explain the sound
have a look at product description
sound
When customers have questions to answer
sound
when the need to appease customer complaints
sound
customers need to communicate laughter
customers have goodbyes left
sales techniques and methods
1, turnover of the twelve kinds of skills
⑴ Fishing Promotion Act: taking advantage of people's psychological petty advantages, by allowing customers to obtain concessions or benefits to facilitate their purchase;
⑵ emotional contact method: emotional appeal to their preferences by voting customers, help customers solve the need, so that they have rapport, needs satisfaction, thus priming identity, blending to create a psychological relationship, so that buyers and sellers sale of ambivalence, from the reduced or eliminated to achieve sales.
⑶ entice the benefit of law: by asking questions, answering questions, the way accounts, purchase goods made to customers the benefits of which touched the hearts of customers and stimulate their desire to buy.
⑷ the attack as a law: when estimating the customer may make objections, and looting before they made there to focus on elaborate, offensive, effectively eliminate the potential obstacles to closing.
⑸ publicly correlation method: the use of people's herd mentality, the atmosphere of a large number of transactions that customers have a sense of urgency, in order to facilitate bulk purchase.
⑹ cited not made law: the case of a positive marketing does not work, customers can find topics of interest, extensive exchanges and make the appropriate guidance and hints, so that customers feel purchasing benefits to achieve the deal.
⑺ moved by the sincerity of law: hold sincerely, sincere attitude, do not do is impossible.
⑻ help customers balance method: active intervention to help clients to analyze the pros and cons of certain clear, so that customers compare balance more good than harm caused by desire to buy.
mental Law
⑼ heart failure: the use of fear of not worth customers, spending unnecessary money, so the characteristics with the drive to remind the customers are no longer determined to buy.
⑽ term resistance law: sales staff or excuse can be used, or to plant some valid reasons for missing the provisional report lower expectations for each other, let us only in the scope of the program within the time limit set by the decision.
⑾ playing hard to get law: for the alert mentality, seizing each other's needs is not enough mental conditions do not force show the lenient approach, so that the other does not feel the effectiveness of counter-revolutionary mental unfortunately, take the initiative to welcome and our points deal.
stimulated the promotion
⑿ law: When customers buy signal has occurred, but also hesitant, when sales staff from a negative to use a language and tone, suggesting that the lack of a deal the other subjective or objective conditions to allow each other to self-esteem determined to closed deal.
2, sales of common bad habits of nine
⑴ love the theories and the truth, and looked like a general endorsement;
⑵ speak under the Caidie Man, do not respect the customer;
⑶ without hesitation, all refute the concerns of customers;
⑷ speech? much, the content does not focus, even endless;
⑸ boast, preconceptions, not allow others to consider;
⑹ lack of confidence on his own company, words and deeds are too self-deprecating;
⑺ customers say \
⑻ meet customers to running out of patience, a rush to sell the way;
⑼ join the ranks of the negative, like to complain, lazy and attack others;
shop guiding submissions
In view of the store sort out some of the problems common following recommendations
one will bug about the handling
1, do a good job communicating with feelings, not to offend any one, let it be our promoters, for us to advertise
2, placed in a room alone, so as not to affect other customers
3, long-term in their marketing, let embarrassed door again
4, the day can not do much reporting experience, the body will cause side effects, health effects
5, so to say a word and its old customers to communicate, to announce the make positive publicity
6, the temptation to take people by the interests of potential buyers
Second, loss of customers and new customers on a small problem
1, the manager who received a comprehensive understanding of the first customers to do all aspects of records
2, improve service quality, promote the store atmosphere, deepening the feelings of leveraging referrals, and more attention to detail, working from a glass of water began to retain customers
3, has been the loss of a fast or find reasons therefore come home visits
4, master professional knowledge, been speculation, propaganda
5, looking for roots, and fundamentally solve the problem
three stores in the vicinity of experience, the product is relatively cheap
1, strengthening the service, not denigrate other manufacturers of products
2, continue to penetrate the product efficacy and received the honor, be trusted
3, for example (an instance of our customer service director, and his example) and the old customer support
Fourth, how long the store can therefore faster promotions (The following is the reference method, for reference) - seven days of work method
core purpose: through the experience of seven days to fully create a favorable time to make friends with customers, instilling the concept of health, enhance health awareness and customer reach a consensus, which led to.
1, recognition of (1 - 3 days): identity store, staff recognition, identification products, identity services
four not: do not speak products, do not speak the price, do not promise results, not to the customer pressure
Third, we must: complete the experience, according to the provisions of the table and detection table (focus: phone and address)
customers to take full advantage of the time and make friends
to conduct a comprehensive understanding of the customer (note the way)
2, the concept of transformation of (4 - 5 days)
(1) communication and understanding customer needs
A, about products, changing customer concepts of health
B, appropriate to disclose the price, observed values of the customer
C, understand customer questions and detailed answers about
D, clear resistance around customers (neighbors or family members)
E, and improve the customer wants the idea
(2) concepts of health communication
A distinction between disease and non-disease: a potential sub-health state symptoms
B the difference between care and treatment: let the customer out of the health care products to \
C patients will develop the
D only health making money
E Health savings banks: 1 +000000 ... ...
(3) of the promotional period (6-7 days)
hearts of the customers to solve real problems, to his pain - to expand the wound - to give him the antidote
five meetings on the current marketing of the company's specific finishing process (for reference)
aspects of marketing experience and methods
1, publicity notice
2, the store register
3, experience the products and services
4, after the experience, knowledge of records
5, check out
6, Popular Science will hold about death
7, invited to participate in
8, the scene of attack single
9, after-sales service
inseparable from start to finish \
1, publicity notice
ways: hey, aunts and uncles, you are ** near you? (\** ** aspects, including aspects of inspection, and so, anyway, a lot of aunts your name? Age, telephone (try not to respond to her room) Okay, this is my name and phone number of the time we experience specific location ** ** You are welcome to visit or what a neighbor! Clear your mind,
UGG Classic Mini, right?
Note: to avoid the topic of conversation too seriously (with pain or experience requirements other than interest) may be appropriately tend to speak faster, place must be left in its repeat.
2, the store register
fill out one by one, the amount of content completed day. Problems encountered when customers do not want to fill, you can later follow up. The case of disease must be more detailed, so as not to make treatment unnecessary trouble, if the customer is not suitable for the treatment of disease, give him reason to make it clear, do not let a fear mentality.
choice of treatment, she told him why he used it to treat, give him any good (to attract his door again) because it is no ordinary health food treatment, which requires a tight hold of the process, and then arranged for him a reasonable time after the normal time for him to advance. (Some people in the store directly to ask product price ???)
3, experience the products and services
the customer experience process is a process of mutual understanding, understanding of the customer experience through the first brought him experience goods may change, to decide whether he come back tomorrow, so the first day of the first impression is very important and our introduction . The next day after speaking to the organization of work processes and their pathological lies of the good director (case), but also appropriate to do some aerobic performances to promote an atmosphere for customers and a more comprehensive understanding of customer information, penetration and its flagship product, disease-related .
guide experience effects, contraindications and the experience improved customer response to post (convincing people around.)
Note: to avoid a certain place in front of the customer that the customer, to say the aunt ** ** t, to avoid mention in front of customers about other customers melon thing, if one person shop, can not directly ask his wife Why not come (?)
best to remember the customer's name, the next shop to call out the name re-entry (to their attention, to please the customer)
By understanding the customer classification: Tiger (rational, just listen do not say), owl (bitter poor, glance right and left), Peacock (praise)
4, after the experience, knowledge of records
guide customers thinking, and guide effective
uncle how to use ah? (Do not give the answer of the time) is not very casual, tired? Sports 2 hours, some sleep tonight, you have indeed treated once, if the continuous treatment, you will be big change ourselves to give. (Successive days, if with our oral products, the effect will be better.)
continuous service, understand the customer \Sick (demand), money, health awareness, trust you (not against the meeting), decision-making ability. Without the burden of no recent large expenditure.
Note: leads to the efficacy must be recorded as a case posted.
5, check out
stand up, smile, welcome you to come back every day! See you tomorrow! If you are not busy as far as to send their Road entrance.
After
familiar: a task to you tomorrow, must take?? brought over, (ha ha).
good conversation and the experience left him feeling good in the store can continue to chat, can help us to communicate with other experience who, (type of customers to train staff, our work is getting easier!)
6, science symposium held
science symposium held together not only popular, or pre-screening customers and a way of signing.
There are two forms of popular science forum
1) knowledge about health care. Advance notice, payment of premiums. The meeting did not mention products, talk about daily life with the body and health knowledge, to allowed to attach importance to the body and raise awareness of the purpose of routine care, the number does not need too much control, let Huxiangzhuangu, we often talk about a number of popular knowledge .
2) about product knowledge. Requirements of this forum have a comprehensive understanding of the customer, the customer is participating in the Conference to participate in the candidate customer, allowed to have a better understanding of products and pre-orders, according to the actual situation of selective store will be held in science.
7, invited participants
shop during one stage of experience, the number of customers will be fully improved, then it must be the customer got to offer screening. Offer target customers can not let the other customers when there are psychological barriers. This offer requires a reasonable way.
1) a separate communication: communication with the customer in the away
2) the overall communication: Headquarters just received, a large event shows that we are on the first dry, then let this group of priority, we shop places are limited, aunts and uncles fast registration. Uncle, you have to go, and you, you talk about the superiority of activities.
8, the scene of attack single
1) contrast with the host entire atmosphere
2) changes in the expression observed at any time the customer
3) the drug did not listen carefully to remind
4) according to different customer types looking for a breakthrough in Germany
5) true self-confidence, do not exaggerate (about the product efficacy)
6) the appropriate time to find a better manager or attack one employee (who introduced the employee is someone of my leadership)
7) pen and paper to him afterwards, every day count to the average price (premium patch), but must let him know the total price.
8) products continue to penetrate contact with the disease, we are for his sake, do not be afraid to say \\
9) well isolated after shipment to the user on the old side to consolidate. The question of payment, must take the initiative to say: Our company has a requirement that any paragraph in the afternoon have a gift back (sooner or later return, in order gifts) where there are particular reasons to tell him: that I can not themselves, leaders face to face and let it clear (to reduce return rates, our products are not just delivery of)
10) Sales of the highest state there is a demand there is sales. Stimulus and response is proportional to, do not buy because the stimulus is not enough.
9, after-sales service
the day of payment, if it is, then, after the receipt of payment, the first thing we should tell some of their better response on the product, be sure to say more. If it is not the day of payment, but also in the day told the delivery would be better response. Any discomfort so he would not worry about the quality of the product there.
shipped the day after the greeting must be timely to call for \The better response is not the same period.
Each of the records with the records
call or home visit response time tracking to continuously train (there is a problem the customer will find the reasons from their own products without doubt the effect)
referral and re-training options, employee-based customers are \
six stores to gather popular
1) billing, hair experience card
uncle, aunt near you, right? Hello! We are ... ... experience opened a nearby store, this is a gift your invitation card, you see, we introduced the most advanced current treatment of international instruments, there are ... ... area, including inspections, and anyway a lot of aunts your name ? Age? Phone? (Record-write, try not to give room for their response) Okay, this is my name and phone, and our experience of time is ... ... ... ... specific location is welcome to visit you or your neighbors what! Clear your mind, right? The above are my contact, if not, you are welcome to call me.
Note: to avoid the topic of conversation too seriously (with pain or experience requirements, except very interested) to properly tend to speak faster, place must be left in its repeat.
2) referred to the old customers (good old customers)
Zhang Shu, less popular now in our shop, come help children, who give you full ... ... ... ..., the task to you, must be completed ... ... ha ... ...
3) use of gift
4) utilizes insect
you often do a variety of experiences, information and more information to help children (whisper, you rest assured that your child not ill-treat)
5) medium-term telephone solicitation, door to door to visit
Zhang Shu, Hello! I hear it is? Think of it! How recently did not come ah? Able to get you to the draw, there is an army for tomorrow, we just directly help you take along in the past.
6) popular science forum
aunts and uncles, have good news, ... ... This time we have a party, it is easy, fun. All you have to put in place, have their own good friends, neighbors, everyone you one of those places look as soon as possible.
7) warm smile service, meticulous care and understanding of various aspects of the customer.
asics sale -Celebs in Denim- Lindsay Lohan in JET
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