Shopping guide on behalf of their quality of high and low, service skills and service attitude is good or bad, is the impact of store service quality is one of the most important factors. Therefore, the representative of the new Shopping guide posts before, at least eight basic knowledge in need of training.
1) about the company (store):
To fully understand the situation where the company’s history, get over what honor, product development and quality management, after-sales service commitment to content, and such matters as the future direction of the company, other goods in the market price, circulation paths and other related knowledge should be cover.
2) understand the industry and commonly used terms
Company and industry knowledge to fully understand not only increase the sense of belonging Shopping guide store representative, but also increase the sales and service representatives deal Shopping guide when confidence because these two complementary knowledge is very important selling point.
3) Product Knowledge
Product knowledge is in the sales presentation, the basic elements of service. Therefore, Shopping guide to goods on behalf of the name, type, price, features, origin, brand, manufacturing processes, materials, design, color, size, popularity, promotion points, use, maintenance methods, keep in mind the basics.
☆ keep in mind: product knowledge is essential!
4) competitive products
In the course of their work, Shopping guide representatives should use their leisure time, and pay attention to the industry competitors (like, substitute) the act, such as sales, sales methods, market activity, price changes, new products, personnel changes in the so and to report such cases promptly to the manager.
5) Roles of the normative
Only a thorough understanding of their job responsibilities and job specifications, and pay attention to their appearance dressed, wearing apparel, to reason good customer service.
6) Understanding the characteristics of their customers to purchase psychological
As consumers personalized, differentiated consumer demand, Shopping guide the position of the representative should stand up experience of his customers needs and ideas, and only fully understand the different characteristics and psychology of consumers to purchase in order to provide better living recommendations.
7) The sales and service skills
Yao Cheng Wei is a representative of people of good shopping guide, you must have a new understanding of sales work better not always 停留 in the narrow sense of the traditional view, Yiwei customers to come in before it is hello, and product moment. Should strive to learn and flexible use of the basic terminology when receiving customers, coping skills and dealing with customer complaints and other matters.
The goods on display and the display of common sense
According to the color and display characteristics of goods, or take sections, type, or to take the display contrast style approach to enhance the beauty and texture of goods, to stimulate the desire of customers to buy purpose. Therefore, Shopping guide delegates must know how to use color, composition, lighting to match the volume of goods, shape, appearance for the display of the most attractive display.