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一、须具备基本素养 营业员良好的表达能力,主要表现在介绍商品和答复消费者问题时语言表达的表现力、吸引力、感染力和说服力。真诚和善的语言表达,能引起消费者发自内心的好感,对创造和谐的营业气氛,促进消费者购买行为起到重要的作用。   

1、坚忍   坚忍是决心和毅力的组合。这是推销成功所必不可少的。研究表明,完成一件销售必须要有毅力,但如果我们在收到第一个否定信息之后就轻易放弃,就不会有出色的业绩。坚忍需要勇气,但这值得。如果有人缺乏这种坚忍,就会无法完成良好的业绩。 2、热情   我们的热情常常会在成败之间力挽狂澜。想一下,我们自己对产品都缺乏热忱,怎么能指望顾客会有兴趣呢?热情具有感染力,为了达成交易,一定要唤起对方的激情,一项调查显示销售热情是一名合格营业员必备的几个重要个性之一。 

3、可靠性  顾客能够相信我们所说的吗?顾客的信任是再次做成生意的基础。在一项调查中,98.6%的受访者认为可靠性是他们选择配镜极度重要的因素。我们的产品并不一定要是最高质量或者最具特色的,我们只要做到言而有信即可。相类似,我们所提供的服务并不一定是最快的,只要它在我们许诺的时间及时提供给顾客即可,千万不要言过其实。   

4、诚实和真挚   与可靠性联系密切是诚实和真挚。诚实反映在我们与顾客交往中的率直上,不要做出违心的许诺。诚实也许会带来眼前的一些损失,但是,我们会因此而建立起长期的信任。诚实是真挚的先决条件,这就意味着对顾客有着积极主动的兴趣,我们的诚挚表现为深思熟虑,诚恳相助。 

5、信誉    我们是否曾经从一个连我们都不信任的人那里买过东西呢?当然是不曾有过,我们的顾客也是如此,建立良好的信誉十分重要。如果我们拥有可靠性、诚实、真挚,那么我们很容易建立起良好的信誉。这种信誉是通过坦诚的工作,谨慎地履行职责和许诺,以及提供更为优质的服务等方面树立的。我们的个性应唤起对方的信心和尊敬,诚实乃为上策。    

6、移情   移情也就是从别人的眼中看待问题,将自己的思想投入别人的情感之中。我们越是能清楚地理解顾客的感觉、需要和问题,便越是能更好地满足他们。移情与兴趣有关,而兴趣意味着按照顾客的利益来思考问题,顾客会感激营业员的这种感情投入,因而做出响应。   

7、尊敬    许多顾客将值得我们尊敬,但是即使不是这样,我们也应处处表现出对他的尊敬,我们或许不会赞同或欣赏所有顾客,但他们仍值得某些尊敬。   

8、乐观    乐观向一位情绪极好的顾客推销商品要比向一位坏脾气的顾客推销容易得多。微笑或友好的态度将具有感染力,而令人振奋的感召力将使顾客摆脱焦虑。另外,积极的态度将改善我们的外观,使严重的问题看来要轻松些。   

9、果断    营业员必须对推销形势保持控制。这并不意味着一定要目空一切或极具挑战性,但是人不应害怕表现出积极性和适当的威严,当我们知道我们所讨论的内容时,这是很容易做到的。如果顾客对我们的知识和能力有信心,那么他们将听取我们的意见和忠告。  

10、自信   自信是自身的一种信念,这将使他人尊重并信任我们,而且这是从经验中获得的。随着不断取得成功,我们的自信会增加,而这并不会被顾客所忽视。如果我们充满自信地激起顾客的热忱,他们会欢迎并感谢我们的建议。如何发展自信呢?每天都以一种积极的态度开始,在每一次推销前,告诉自己这一次会做成。同时,也不要为自己制定什么大目标。信心将随着我们每一次目标的实现而增长。随着信心增长,设置更高的目标。我们会发现自信意味着什么。  

11、智慧能力 智慧能力包含智力水平和对问题反应快慢,高智能对于零售工作会有帮助,但这并不是每次成功都必须的。艰苦的工作、注意细节、培养良好的技能能使一个智力平平的营业员做得比高智能却不勤勉的人好。   

12、思维敏捷 思维敏捷是一项重要的资质,一般也能代表智力。敏捷的思考要求对事实了解清晰并且能够在谈到它们时很快地反应出来。如果我们经常发现自己在深思:“为什么我在推销时没有想到那样做呢?”这就说明我们缺乏智力敏捷。为了使自己思维敏捷,一定要事先准备充分。最好的准备是全面了解顾客和我们公司自己的情况。   

13、想象力    想象力是指营业员能够创造性地开展推销过程的能力,任何营业员都可以按规程行事,进行常规性的工作,但是,若要真正成功,必须运用丰富的想象力。想象力使我们能通过顾客的眼睛来看待问题,想出新的方法来解决问题。  

二、要克服的个性特征   

1、不听   有些推销人员认为他的职责就是向客户讲解,进行劝诱,因此有人“说”是最为重要的。但是他们错误地将“说”同“断言”等同起来,其实,尽管说很重要,听也同样重要。要密切关注对方的反应和需要,这就必须给他们说的时间,因此你要耐心地听,这样才能相互理解。   

2、过于苛刻   批评别人或散布流言并不会获得客户的信任。顾客会认为你也会以同样批评的方式以博取他人的信任,从而于己不利。这样他们就会对你有所戒心。每个人都有缺点,不要随便攻击他人。   

3、过于争论    如果同客户争论,是不能做成生意的。即使是与本业务无关的其它争论,诸如对政治或运动等,也会使你与客户之间构成障碍。因此,如果客户说了某些你不同意的事情,不要立即跳出来表示反对。想一想所说过的话,要反应冷静而有逻辑。你的镇静和策略将感化客户。   

4、无聊的幽默      尽管幽默十分有效,但拙劣为之则会把事情搞坏。一个营业员可能相信对客户问题的聪明反应是机智和风趣,但客户未必这样认为。   

5、缺乏耐心      推销的成功既耗时又费力。你的销售技术和客户理解将随着时间推移而增长和提高。如果不能立即成功,千万别气馁。许多技巧要想运用成熟,是需要时间的,不要因为缺乏耐心而使事业难以进步


     Basic training of sales staff One, must have the basic quality    Good expression ability of sales staff, mainly in the introduction of goods and responses to the expression of the expression of the language of consumers, attractiveness, appeal and persuasive. Sincere and good language expression, can cause consumers from the heart of the good, to create a harmonious atmosphere of the business, to promote consumer buying behavior plays an important role. 1, perseverance Patience is a combination of determination and perseverance. This is essential to the success of marketing. Research shows that the completion of a sales must have perseverance, but if we receive the first negative information on the easy to give up, there will be no outstanding performance. Patience takes courage, but it is worth. If people lack the patience, will be unable to complete the good performance. 2, enthusiasm Our enthusiasm will often turn the tide between success and failure. Think about it, we have a lack of enthusiasm for our products, how can we expect customers will be interested in it? Enthusiasm is contagious, in order to achieve the transaction, it is necessary to arouse the enthusiasm of each other, a survey shows that sales enthusiasm is one of the essential personality of a qualified salesperson. 3, reliability Can the customer believe what we say? The customer's trust is the basis for a business to be made again. In a survey, 98.6% of respondents believe that the reliability is extremely important factor in their choice of glasses. Our products are not necessarily the highest quality or the most characteristic, as long as we can keep a promise inviolate. Similar, we provide the service does not have to be the fastest, as long as it at the time we promised to provide timely to the customer can never exaggerated. 4, honesty and sincerity And reliability is closely linked with honesty and sincerity. Honesty is reflected in our contacts with customers frank, don't make promises against. Honesty may lead to some loss, but we will therefore build up long-term trust. Honesty is a prerequisite for sincerity, which means that there is a positive interest in the customer, our sincere expression of thought, sincere cooperation. 5, reputation Have we ever bought anything from a person we all don't trust? Of course, there is no, our customers are the case, it is very important to establish a good reputation. If we have reliability, honesty and sincerity, it is easy for us to establish a good reputation. This reputation is established through honest work, careful implementation of responsibilities and commitments, as well as to provide more quality services and so on. Our personality should arouse confidence and respect each other, honesty is the best policy. 6, empathy Empathy is to look at the problem from the eyes of others, to put their thoughts into other people's emotions. The more we can clearly understand the feelings, needs and problems of our customers, the better we can meet them. Empathy is related to interest, and interest means to think about the problem in terms of the customer's interests, and the customer will appreciate this kind of emotional involvement, and thus make a response. 7, respect Many customers will be worthy of our respect, but even so, we should always show respect for him, we may not agree with or appreciate all customers, but they still deserve some respect. 8, optimistic Optimism is more likely to sell to an emotionally good customer than to a bad tempered customer. A smile or a friendly attitude will have an appeal, and the inspiring force will lift the customer out of the anxiety. In addition, a positive attitude will improve our appearance, so that serious problems seem to be more relaxed. 9, decisive Sales staff must maintain control of the sales situation. This does not necessarily mean supercilious or challenging, but people should not be afraid to show enthusiasm and suitably majestic, when we know that we are talking about. This is easy to do. If our customers have faith in our knowledge and abilities, they will listen to our opinions and suggestions. 10, self-confidence Self confidence is a belief in itself, which will enable others to respect and trust us, and this is gained from experience. With the constant success, our confidence will increase, and this will not be ignored by the customer. If we arouse the enthusiasm of our customers with confidence, they will welcome and thank us for their suggestions. How to develop self-confidence? Start every day with a positive attitude and tell yourself this time before you sell it. At the same time, don't make any big goals for yourself. Confidence will grow as we achieve our goals. Set higher goals with confidence. We'll find what it means to be confident. 11, wisdom and power The wisdom ability includes intelligence level and on the reaction speed, high intelligence work will be helpful for retail, but not every success must. Hard work, attention to detail, good training skills can make a mediocre intelligence clerk doing high intelligent but not diligent good. 12, quick thinking Quick thinking is an important qualification, can also represent the general intelligence. Quick thinking to understand clearly and can reflect the fact quickly on them. If we often find themselves in the thought: "why do I do not think in the market?" This shows that we lack intellectual agility. In order to make their own quick thinking, must be fully prepared. The best preparation for a comprehensive understanding of the customer and our company own situation. 13, imagination Imagination is a salesperson to creatively carry out the ability of the selling process, any salesperson can act according to the rules, routine work, however, if you want to be truly successful must use the rich imagination. We can make the imagination through the customer's eyes to look at the problem, come up with new methods to solve the problem. Two, to overcome the personality characteristics 1, do not listen to Some sales staff think his duty is to the customer, to persuade, so someone said "is the most important. But they are wrong to "say" and "assert" the same, in fact, although it is very important to listen to the same important. To pay close attention to each other reactions and needs, which must give them the time to say, so you have to be patient to listen, so as to understand each other. 2, too harsh Criticizing others or spreading rumors will not gain the trust of customers. The customer will think you will also criticized the way to win the trust of others, and to their disadvantage. So they to be wary of. Everyone has shortcomings, do not attack others. 3, too much controversy If you argue with the customer, it is not a business. Even with the business of other issues, such as in politics or exercise, will make you and the obstacles between customers. Therefore, if the customer said some things you don't agree, don't immediately jump out of opposition. Think of words to calm and logical. Calm and you will affect customer strategy. 4, boring humor Although humor is very effective, but for the poor will make things break. A salesperson may believe on customer problems clever reaction is witty and humorous, but customers may not think so. 5, the lack of patience Marketing success laborious. Technical sales and customers to understand your will with the passage of time and growth and improve. If you can not immediately successful, don't be discouraged. Many skills to use mature, takes time, not because of lack of patience and hard to make career progress.

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