It is reported that people who do business always want to do business, but how can they grasp it? This is also a science. Good service is crucial to the operation of hardware, machinery and electronic products. With the rapid development of the hardware and electronic machinery industry in recent years, we have found that this “good†has not only meant enthusiasm and thoughtfulness, it has become more operational and capable of To benefit more, attract more repeat customers and become an increasingly important part of the hardware store business strategy.
The operation of hardware and electrical machinery is a pure service industry, and customers are from all walks of life and should be more complex than other industries. In actual operations, the conditions encountered are even more different. Case A shop encountered a thorny problem, in the second store may never happen, the same thing A and B stores deal with the method will not be the same. Since it is a service industry, it is inevitable to provide the best service. How do you want to allow customers to fully enjoy your service? The following points are available for your reference.
Remember the names and preferences of all customers and let them feel that they have the VIP status.
The general manager of a power company often visits remote power plants to inspect the power plant. Every time he knows a person, he writes the person's appearance characteristics on a notepad. He can immediately call the person's name when they meet. The same applies to the hardware and electrical machinery business. If you can keep the customer's name and characteristics firmly in mind, plus you have some understanding of his special preferences or special taboos, let the customer think he is valued, and the customer will be sure that your service.
Acknowledge yourself that you have promised not to continue lying for a lie.
I believe one of the most hated things that people usually hate is to be deceived. If you have promised something to the customer and you cannot do it afterwards or if the situation does not materialize, or if there is an irreparable error in your order, you will be in this section. It is best to explain the reason to the customer and seek a reasonable solution. Don't wait for him to explain to you when you ask for a crime. Then your customer's perception of your service will be greatly reduced, and you will even lose this customer.
Control of human nature, familiar with the customer's psychology and his ideas.
In fact, human nature has inherent weaknesses. For example, everyone has a little bit of speculative psychology. While engaged in the hardware and electronics business, it is easy to feel that customers have the same psychology as buying a green onion or a ginger, and buy some hardware The product hopes to add something. In fact, as long as you understand this kind of mentality, when customers buy hardware, they are given a little screw. When sending a check, they send a signing pen to the buyer. It is not a burden for the store, but it will leave a deep impression on the other side, and the business will be in the future. Great help.
When thinking about sales, consider the other person's thoughts and think for the customer.
The most important thing in the business of hardware and machinery products is to meet the needs of customers and to think from the perspective of customers as much as possible, especially for more sensitive price issues. Business personnel should first have a set of words, do not let themselves into the trap of bargaining, as far as possible to give customers satisfied with the affirmative answer, emphasizing its added value and product features, so that customers have value for money. Of course, you must first convince yourself that you have to convince yourself that you are not convinced by other people. That is to say, a certain price must allow your customers to identify.
Concerned about the interests of each other, keep in mind the win-win theory.
When negotiating, it is necessary to focus on firepower. Focus on the issues that customers are most concerned about, and try not to let big problems lead to small troubles and concentrate on listening to each other. Before you meet, you can find out a few conditions, first understand what kind of person the other person is, what level of demand does he have for the product, how is the degree of communication in the discussion, and does he have any special preferences or special taboos on the product? All can be discussed in discussions. The more you know about the customer's requirements, the more you can provide his caring service, and the better your client can think that you are on his side. Think about him everywhere, and your orders will continue to flow.
In the negotiations, first agree with each other's claims, and then euphemistically indicate their position.
As the saying goes: "Customers are always right." When discussing business with customers, if there is a situation where opinions are not uniform, you should listen to each other's needs as far as possible, ask questions in depth, and allow you to understand the concerns of the customer faster. This makes it easier for the content of the conversation to form an exchange. Get orders. Don't be stubborn and stubbornly push the bar with the client, you may seem to win on the surface, but it left a bad impression on the customer.