Communication is the most important relationships. An idea, a message in the transmission of explanation and understanding, often through your own custom forms, how to make the other side and you accept each other, a true reflection of their feelings, or to reach a compromise consistent with the purpose of this is the art of communication .

Effective communication skills are ten words: to treat people with emotional, reasoning, so as to facilitate moving.

When the guests do not have a lot of the joy of buying mood, but the staff guide the formation of physical models who are very much favor such a cordial smile, attentive to promote the careful, and so on, the guests of the state of mind for the transfer of joy, an increase of customers want to buy.

Effective communication is not a simple or involuntary movements, a solid impact on the performance of the guide.

In 2001 a Jinan sterilization odor shoe care franchise stores are engaged in promotional activities, consumer: "Your product as it did in the ad, said it?" A guide staff immediately replied: "You ever after Will feel better than advertising, said. "Consumers asked:" If you go back and buy the used after not feeling so good, how do? "Another guide staff said with a smile:" No, we believe that you are feeling. " The promotion was a great success, not only sold products to more than times and, more importantly, the well-known brand products increased substantially.

Language is a communication tool. It is through the language of feelings and ideas, only to maintain a harmonious relationship. Shopping for the staff, the language is a medium to communicate with customers, all marketing activities through the first language to establish the initial contact, so that marketing activities continue to progress and eventually achieve the purpose of the purchase. Therefore, language is the beginning of activities of the guide, the first open well, have a direct bearing on the success or failure of the guide. In general, as saying to perfection, will be to narrow the gap between the customer and business may be made. Wuhan to open a leather shoes in a shop franchise, a Beijing reception to customers, the other one opening, the guide staff immediately said: "The Peking Man Ting Kouyin you are." Guests nodded, and asked: "Do you also Peking Man ? "Guide the officers smiled and replied:" No, but I have feelings of Beijing, a Beijing accent heard on the very cordial. "Guests very happy, once bought 10 pairs of shoes. If the words were inappropriate, even people not to accept, just a touch on the bad impression, and naturally can not talk about the business negotiations. As a guide, as a result of the professional relationship should pay attention to master the words out carefully, saying, what time to speak, how to say, different from the language of everyday life, to have the characteristics of career.

Communication is a language built on the basis of psychological contact the interpersonal relationships. Therefore, the language of social psychological factors influence the largest and most directly, but also the most critical. Shopping in conversation with customers, we must pay attention to their own language so close to each other's psychological as much as possible to eliminate the psychological barriers caused by the barrier. This is because people accept anything, the performance of the first to accept psychologically, so the saying to the people in mind, to do things to do.

Shopping in the use of language should also pay attention to simple, easy to understand language to convey as much information as possible to clients. Highlighting key points and the other side to keep in mind to understand. If the topsy-turvy words, repeatedly, Yue Yue, winded, amounts, not only can not grasp the focus will also take up more time, the resentment caused by the other party. Concise language, communication is not only the needs, but also objectively reflect the purchase skilled personnel, down-to-earth style of work, honest and credible.

Of course, the guide staff should pay attention to the language of communication are still many areas, such as talking to civilization, not abusive language, to be the real objective, and so on. Comes down to that language must have a marketing guide artistic and, if necessary, may be "sweet" about it, only to have a good sense of proportion. With particular emphasis on communication in the same time, at any time to think of "Smile" as a gift to each guest's visit.

Shopping reception and art skills to speak

Reception staff guide customers through the main language of this tool to communicate with customers and exchange members guide whether or not the language of enthusiasm, courtesy, decency, a direct impact on their business and the image of the affected customers for goods and services are satisfactory.

With the word, different, will produce different results, customers can feel comfortable, generously, so that customers can not see a single cent, and walk out, the key lies in the skills of speaking. Shopping norms of civilized language and speaking skills are different civilizations in order to standardize the language choice words mainly focus on speaking skills are flexible on how to use tactful words, only the two combined to make customers sounds natural, comfortable, pleasant , Which both the organic combination of language arts skills guide is all about. As a result, customers in the guide, it is important to pay attention to civilized norms of speech and language skills.

(A) the door Skills

     Introduction to voice. When customers come, we should say what? How to say? This is the kind of art, a science. U.S. sales of selected commodities for customers, usually politely say, "I can help you do?" Customers did not immediately reply to you "buy" pressure has not been left out in the cold and feel.

     Some franchise stores, customers purchase a door was pegged to the staff, asking "what? To know, not necessarily to each franchise store customers are to buy shoes, and guide" to what? ", The unspoken words Is the "do not buy things for?" "What?" Such blunt questioning all of a sudden they are often the communication between the two sides put simply buy sell relationship, it appears that only came to buy a franchise to the store to Must be a pair of shoes, so that those who would like to take a look at before deciding to buy or not to buy customers, all of a sudden it difficult to answer the guide staff for questioning. Impolite not to answer is clear,''said, nothing to buy, "does not seem to be Their own will, because sometimes what to buy themselves have said are not allowed.

     Customers into the store franchise, the guide should nod and smile and ask, "Hello!" This is the first customer to receive gifts. Customers watch their eyes, he was subject to his attention, his eyes go along with moving eyes, when his eyes fell on a section of shoes on more than 5 seconds and kind of shiny eyes, in a timely manner may ask:''like this Style? "At the same time, introduced the performance, features, price, but also with other similar shoes for comparison. If his eyes fell on a section on shoes for less than 5 seconds, his shoes on this yet," love at first sight. "

(B) asked whether the skills

     Customer closer franchise stores, with the first purchase should greet customers, which is a concrete manifestation of hospitality courtesy should be vigorously promoted. Often there are special circumstances, the first case is that the initiative for questioning but caused resentment among customers. If customers into the store specifically to buy, guide officers to ask "what you buy?" This question not only hear the customers do not accept, but questioned the guide: "I do not buy is not hing to see" the results of the two sides have made Embarrassed:: The case is due to the busy business or other objective conditions and impact, and sometimes it is not possible to guide staff on each and every customer takes the initiative for questioning; third, only to see some customers from the shoes , The guide asked not yes, do not pay no attention to that, in these circumstances, staff guide the use of the right to master the skills of questioning the initiative is particularly necessary.

1, asked whether the time is a good grip, proper use of the term civilization.

When customers stop before the display, when customers walk through the store franchise in the shoes or watch to find shoes, leather shoes when the customer hands or touch customers discuss with other arguments, are Daogou Yuan to ask the customer a good time. Language must be civilized, polite, sincere, cordial, with the proper name, said the first sentence of a good comment. Such as: Sir, Miss, grandfather, children, what you need?

2, clever use of language conversion, the change from passive to active.

Chong staff guide customers to shout: "Miss, this pair of shoes to see if I get back." Shopping should be asked: "Do you wear clothes or other people?" This question belongs to the transformation of language from passive to take the initiative to answer questions For the entire service lay the foundation for the smooth progress of the process.

3, flexible and adaptable.

Staff to guide customers questioning can not be pegged to the death "Sir, you shall buy it?" "Master, what you want? ', Let go. Questioning the content to respond to circumstances, and to do that, first of all the requirements for staff guide customers The age, sex, occupation, and other characteristics of flexibility in questioning the decision. Questioning this initiative, customers can eliminate the doubts, 18, also can quickly understand the customers had come to the next step based on the service provider. This was followed by Ask staff to guide customers based on the movements and gestures to have the flexibility to questioning the manner and content. For example, when customers expected to touch skin, will be able to guide the initiative: "This is a soft sheep's clothing", "very dependent feet" And so on, have tert-service initiative.

(C) the skills to answer

The answer to the skills, is the main customer for goods to a question raised by the guide done by the staff to explain the techniques that its main purpose is to persuade customers to buy, but can not be exposed to "persuade" 'traces, which requires purchase Personnel in order to improve the language of customer interest, to resolve their concerns so that the customers eventually buy.

l, mastering the skills of the roundabout. Customer queries raised, sometimes not directly answer the question, in particular, customers who purchase a "disagreement", not "tit for tat." At this time to take a circuitous way from the offensive side, may have a multiplier effect.

2, sentence transformation skills. When customers choose a shoe section that the costs are too high, the guide staff on this issue, there are two methods to answer a "new shoes though a slightly higher price point, but very good quality" and the other is "The Although shoes the quality of rape, but the price is too high. "Although these two phrases before and after the order is reversed a bit, but gave the impression is completely different. A former customer will say this is a good quality shoes, even if the high price is worth buying. The latter view, customers will find this section of shoes worth so much money, bought a cost-effective, thus greatly weakened the desire to buy. Based on the above two forms of expression, so the two can be summarized into a formula: a, a shortcoming advantages: the advantage, b, the advantages of a drawback: the shortcomings. It is recommended to the customers of the high price of shoes, the general formula should be used.

3, "more than 2" and "less of the two" skills. This refers to the skills to answer customer inquiries, requests for the use-and less-used commands; with more positive than a negative way. Request is based on respect for the language customers on the premise that its will to seek the views of other forms of expression, so that customers feel warm and thus willing to accept; and command language is subject to the customer as a precondition, is forced The other an act. When clients have been unable to guide officers agreed to the request, for example, returned the request of the customer, if the guide officers''not to put it bluntly, "will make customers unhappy. One may ask:" Would you please forgive me ... ... "amiable tone of the request Customers not only rejected the request inappropriate, not to make customers feel unhappy. Is certainly a positive customer statements made on the basis of their own, easy to accept customers; negative in negative customer statements on the basis of its own The views of customers will have a feeling neglected, so unwilling to accept. For example, customers asked: "The shoes are too expensive?" Guide answer: "Yes, a number of expensive, but compared with other similar shoes It has a feature that is worthy of purchase. "This is a positive answer. If the staff guide the customers on the issue this way:" That is not expensive at all, you have a pair of it. "This is the negative answer, the two different ways to answer customer buying behavior will have a different effect. Another example is when customers ask:" It has brown? "Guide officers replied:" no. "This Is negative. In other words, if the guide staff is: "Yes, now only black, black and stable, you must wear them handsome. "It certainly changed the style. Artistic use of affirmative answer to the sentence method for customers to warm, feel credible.

(1) Multi-use request, to avoid the use of command -

     Order of statements that are unilateral mean, he did not solicit the views of others, forcing others to

     Follow suit; the request of statement is the attitude of respect for each other, the request of other people do.

     Request sentences can be divided into three versions:

     Affirmed the sentence: "Please wait a little"

     Question: "Can you wait a little?"

     Question in the negative: "It's going to find a pair of shoes, can you wait?"

     Generally speaking, the question is more than the sentence certainly touched people's hearts, in particular the question in the negative, reflecting a better guide to the staff of respect for customers.

(2) use of affirmative sentence, the question whether the use of

     Certainly in the negative sentence with the sentence meaning the contrary, could not be used indiscriminately. However, the use of a clever, and certainly can replace the sentence affirmed the sentence, but the effect is much better than the negative sentence. For example, when customers ask: "This style of red shoes did not?" Guide officers replied: "," no. "This is certainly the sentence, the phrase after listening to the customer will say:" In the absence of red, I do not buy it, "then will make a U-turn away.

     However, if the guide staff to answer another way, the customer may reflect a different story. Customer: "This style of red shoes did not?" Guide officers replied: "Yes, currently there are only black and white, but both are very good-looking color, you put on the achievements would have been good. "This is a positive answer.

  (3) to be used first down after the favorable law, see the following two sentences:

A, although the price a little higher, but very good quality:

B, though the quality is very good, but slightly higher price point;

In addition to these two phrases before and after the order reversed, the number of words, there is no change in the wording, but it gave people a totally different feeling.

Look at the second sentence. It will focus on "high price", so customers could have the feeling of two: First, even though the quality of these goods is very good, but not worth so much money; Second, this guide may look down on I feel that I can not afford to buy expensive things.

Re-analysis of the first sentence:

The first sentence is the focus on "good quality", so that customers will feel that, because this is a very good quality shoes, it will be expensive. Two words sum up the above, formed the following formula:

A, although the price has been high, but very good quality.

One advantage of shortcomings: the advantages

B, though the quality is very good, but a slightly higher price point.

One advantage of weaknesses: shortcomings

     As a result, the recommendation to their customers, to introduce goods, A formula should be used first to

The shortcomings of the commodity, and then details the advantages of goods, which is down after the first favorable,

Method has very good results.

(4) to vivid language, the tone should be tactful

Recommend to their customers and to introduce leather shoes, we must adopt a vivid image of the language, so that customers may sound easy to have both linked

Would like to also easily lead to the desire to buy.

Please look at the following three sentences:

"This pair of shoes you wear look good."

"This pair of shoes you wear is very elegant, like the same lady."

"This pair of shoes you wear is very young and young at least ten years old." The first sentence

Did not make myself too vivid. The second, third sentence compared with a vivid image, even if the customers know that you are listening to compliment him in my heart is happy.

In addition to the vivid language, the euphemism is also important to be heard. For some special customers, and customers should be taboo is all very pleasant to the ear, so that customers do you think is his respect and understanding. For example, on the body than fat customer, do not say "fat" and "full", the color black more customers, do not say "black" and "deep color" and would like to buy low-grade products for customers, not to mention "This cheap," and say "this relatively modest price."

(5) to tie in with the appropriate expression and action

     Speak the language and tone of course very important, but if the speaker when the cold expression, stiff action, vivid language and then there is no good effect. As a result, staff guide the speech, we must with the natural movement of warm expression, so that customers happy, but bearing in mind that action can not be exaggerated expressions and artificial, and customers in order to avoid resentment.

(6) constantly made to allow customers to decide

     If we say, "I think this may be right for you" and then let his customers said, "I have decided to buy this" This situation is easy for customers to "choose the" sense of satisfaction. If the assertion that the "better", the customer will have the pressure. As a result, do not guide that, or to imply that the proposed principle.

(7) in their own responsibility to speak

     When an error occurs, and so on, should guide "I confirm that is not enough" and other words to take the initiative to take responsibility.

(8) to the end of the phrase that respect

     "You are," as an example, "you are fit," is not lack of respect, but the last word still feel very rough, on the other hand, if "you are very fit, is not it?" Very humble tone, the strong performance of Respect for customers, will have a greater effect.

4, in accordance with customers face to answer customer inquiries. This refers to the staff side of the guide customers to observe the response, while answering customer queries, so that customers understand the attitude of the commodity in order to determine their own way to answer. If a customer to purchase consultation with the staff, said: "I'm kind of good to wear?" Staff guide customers on a finger, said: "I think this is very good, do you think?" If the customers said: "Yes, indeed look very good" , The guide staff will be able to continue to introduce.

D) to bid farewell to the language skills

Shopping on the staff is about to check out customers, said on 12 courtesy of some farewell discourse, much more than just a mere courtesy of that, but rich in inner meaning.

1, to bid farewell to the concern of skills. Such techniques used to bid farewell to a special customer and careless customers. Such as: words and deeds to elderly customers slow, memory is not strong, to bid farewell to guide officers when to use both cordial and concerned about the living language, said: "Grandpa, Na Hao, slowly walking on the road!" Farewell words from the language of choice, the tone On the use of a very old age in line with the psychological demands of customers. When careless customers to buy finished goods. Before leaving, should guide officers, said: "Sir, please Nahao your shoes, good-bye!" So that customers will guide the staff in a timely manner to remind too, resulting in gratitude. If the customer is disabled, self-esteem and strong language guide to bid farewell to the staff, should be treated like normal customers, the tone of the sound use of trailers in order to avoid misleading customers.

2, to bid farewell to the wishes of skills. When customers pay shall end shoes will be leaving the franchise stores, the guide used to wish staff a happy, long life, health, happy to bid farewell to the language of such customers. These farewell blessing of the language is very purposeful. Such as unmarried young men and women choose to marry finished products in time to bid farewell to them, they should say: "I wish you happiness!" Or "I wish you a happy life!"

(E) to convince customers of the methods and techniques

     In the group of customers, have established part of the shoe brand loyalty, some of the customers are very satisfied with the product, did not raise any objection. Quite a substantial number of customers for the first time to buy our shoes, there are bound to this or that object to a lack of confidence. In fact, this is not a shortage of the product itself from deficiency but from the new biological instinct of a sense of distance, which reflects that they are interested in purchasing. On the other hand, customers know that the guide commerce staff motivation, so easy guide to the security personnel have psychological, not exactly sure guide staff. In order to eliminate these psychological barriers, the guide must persuade customers to master the skills and methods.

     Shopping officers to persuade customers to accept their views, is an art, in practical work should pay attention to the following requirements:

① attention to the instrument. Shopping in marketing activities, and sometimes generous free and easy to wear the dress with their own views on the same play an important role in the impact.

② take the initiative to send their interest to buy. In the process of persuading, the guide should be a clear statement of personnel information and goods on the basis of the interests of the commodity, made in a timely manner Rangli program guide for profit and customer acceptance of personnel guide.

③ customers to stimulate curiosity. To allow customers at the disposal of curiosity, concerned about the purchase of goods and personnel statement commodity interests to accept the recommendations.

④ and put together the issue. Mingle with the customers, discuss common solutions to problems can be more effective to change customers.

⑤ respect the views of customers, customers consider the proposal.

⑥ made a convincing evidence. Absolutely reliable, authoritative and strong material, so that customers can significantly reduce purchase persons point of view of the degree of suspicion.

⑦ circumstances and provide examples from his own experience to let a third party.

⑧ with an open mind to their customers seek. Staff to guide customers to seek help, you can effectively narrow the psychological distance between each other and strengthen their own persuasive.