《客户接待技巧》.pdf

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1、山东德农农资超市版权所有注意保存中国财富论坛-1 WWW.CFF.CN 接待顾客的技巧文件编号：编写人员：编写时间：山东德农农资超市版权所有注意保存中国财富论坛-2 WWW.CFF.CN 我们将要进行有关接待顾客的技巧的培训，请大家在接下来的一分钟的时间里，关掉手机、呼机;准备好笔记。并请大家遵守培训制度和纪律培训目的：让终端商品销售人员掌握一些接待,服务顾客的基本技巧和方法。为顾客提供更理想的服务,保证满意,超出期望.培训内容：1.对顾客购买心理的综合研究方法2.对不同类型顾客的接待方法3.了解顾客意图后接待顾客的方法4.推荐商品的方法6.理想的应酬语接待顾客的技巧文档编码:CO7V2W4M

2、3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X

3、7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2

4、W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W

5、4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S

6、2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3

7、F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V

8、2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3山东德农农资超市版权所有注意保存中国财富论坛-3 WWW.CFF.CN 商品销售人员要研究和体察顾客的购买心理，针对不同类型的顾客，采取不同的接待方法.对顾客购买心理的综合研究方法：注视：当顾客注意观看某种商品或伫立观看某广告牌的时候,售货员应注意观察顾客在留意什么商品,以此来判断顾客想购

9、买什么。兴趣：当顾客走近某种商品同时又用手抚摸某类商品时，反映顾客对某种商品产生购买兴趣。这时要向顾客打招呼说：“您来了，并且说：“请您随便挑选”，随后观察顾客的购买意图。联想：要使顾客联想到购买了某种商品后使用时的方便和愉快的心情等，售货员应主动介绍使用某种商品如何方便以及穿用这个商品时心情愉快等；欲望：进一步促进顾客购买的欲望。售货员举出某顾客买了某种商品后的实例，以促进顾客购买的欲望。比较：在顾客挑选商品时，售货员应主动介绍某种商品的质量和性能等等，以便于顾客比较；例:某天,某门店,来了一位老大爷,他进入商品销售区域后一直停留在农药销售货架处,注视商品 分析:例:1.春秋季节,黄瓜大棚中

10、容易发生灰霉病,我们向顾客推销药品时 2.克露-治疗黄瓜灰霉病分析:例:1.某 顾 客 为 治疗 黄 瓜 灰霉 病,购 买“克 露”,使 用 后 效果2.真实事例.3.提供具体的参照,以增强顾客信任感.文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9

11、T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO

12、7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV

13、1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5

14、G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:

15、CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10

16、HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3山东德农农资超市版权所有注意保存中国财富论坛-4 WWW.CF

17、F.CN 决定：最后顾客通过比较决定购买某一种商品；通过以上对顾客不同购买心理的综合研究，售货员应采取各种介绍商品的方法，促使顾客决定购买菜种商品。对不同类型顾客的接待方法:慎重型：这类顾客在选购材料、食品或其他商品时，都是挑挑这个选选那个的，即拿不定主意的顾客。对于这类顾客，售货员不能急急忙忙地说：“您想用点什么啊?”，而应该拿出两种以上的商品来，以温和的态度对比介绍。反感型：对售货员的介绍，尽管你介绍的都是真实情况，他也认为是说谎骗人，这类顾客属于对售货员介绍商品抱不信任态度的顾客。对于这类顾客，售货员不应抱着反感，更不能带有怨气来对待顾客。挑剔型：属那种对于介绍的商品“这个也不行那个也不

18、是”比较挑剔的顾客。售货员对待这种顾客不要加以反驳，而要耐心地去听他讲，这是最好的办法。傲慢型：经常在你跟前摆来摆去的，意思好像在说：“我是顾客啊!”售货员如果稍稍表现不耐烦或者没有面对着顾客，他就会提出抱怨和指责。对于这类顾客，年轻的售货员会感到不愉快。但是，为了接待好其他顾客，最好采取镇静沉着的态度。谦逊型：当你介绍商品时，他总是听你作介绍，并且说：“真是这样，对，对。”对待这样的顾客，不仅要诚恳有礼貌地介绍商品的优点，而且连缺点也要介绍。例如：有的牙齿不太好的顾客购买食品，不仅要介绍某种食品味美价廉的优点，而且连“稍稍有点硬”等缺点也要一并介绍。这样就更能取得顾客的信任。了解顾客意图后接

19、待顾客的方法希望很快买到商品的顾客：文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T

20、3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7

21、V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1

22、D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G

23、9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:C

24、O7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 H

25、V1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3山东德农农资超市版权所有注意保存中国财富论坛-5 WWW.CFF.CN 指名要购买某种商品。这类顾客是为了买某种商品有目的而来的。售货员应迅速地接待他们，并应尽快地把商品包装好送给顾客。观望的顾客：顾客对这个商店抱怀疑态度，不知

26、这个商店究竟如何，他一边观看橱窗一边犹犹豫豫地走进货场。对于这类顾客，售货员不必急于打招呼，应等待适当时机。无意购买的顾客：进店没有购买的意思，看看有什么合适的再说。这类顾客看到中意的商品后眼神就变了。这时候售货员要主动打招呼。连带购买的顾客：顾客急于想连带购买其他商品，因此售货员应注视着顾客或跟随顾客以促使其连带购买。希望和售货员商量后购买的顾客：顾客进商店后各处看，好像要找售货员打听什么似的。这时售货员要主动打招呼，并说：“您来了，您想买点什么?”或“您好，需要帮忙吗？”。想自己挑选的顾客：有的顾客自己愿意专心一意地挑选商品，不愿让别人招呼自己挑选商品。对于这样的顾客，售货员注视着顾客就行

27、了。下不了决心的顾客：有的顾客踌躇不决，下不了购买的决心。他们感到“买嘛，也可以”，但心里又想“也许以后会赶上更好一些的商品呢!”对这样的顾客，售货员应该积极地从旁建议，推荐商品。推荐商品的方法售货员向顾客推荐商品，大体有以下几种要领：售货员要拿好商品，尽量把商品交到顾客手里，便于顾客观看挑选；食品一类的东西，允许品尝的，应尽量让顾客品尝；像鞋和服装一类能够试穿的商品，应尽量让顾客试穿下；能够动的商品(如儿童电动玩具等)，应让顾客看到动态；要选出某种商品本身的两个特点向顾客推荐介绍；一边向顾客拿递商品，一边向顾客介绍商品的用途、性能等。文档编码:CO7V2W4M3V10 HV1D3S2X7U8

28、 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文

29、档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3

30、V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7

31、U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W

32、3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4

33、M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2

34、X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3山东德农农资超市版权所有注意保存中国财富论坛-6 WWW.CFF.CN 按照上述要领向顾客主动地推荐、介绍商品，能够促进顾客购买。即使经推荐，顾客仍不买时，售货员也不应表现出失望或不耐烦的样子。按顺序推荐商品售货员一般应做到会说会听。就是说，既能较详细地介绍商品，又能争取听到顾客的各种反映，要有次序地介绍商品。首先介绍商

35、品是什么：有的售货员一看到顾客在看某种商品，马上就跑上去介绍商品说“这个商品好”之类的话。这样并不一定会取得好的效果，正确的做法应该是在说这个商品好处前，要把这个商品是什么商品说明白。介绍商品的特点和用途：介绍这种商品和其他商品不同的地方；介绍该商品所具有的特征；还要介绍该商品的使用方法和最适宜的用途。介绍商品用途，也是出售商品的要点。介绍为什么具有这些特点：售货员虽然向顾客介绍了商品的特征、用途、适合在哪些方面使用等等，但也有的顾客仍不理解，又提出“为什么是那样的呢?”之类的问题。这时，售货员必须用实际例子来证明。譬如说“好多顾客都愿意先购这个商品”，或介绍有多少顾客买去了这种商品。也可以推

36、荐其他商品：售货员介绍商品、说明商品的特征和用途后，要进一步说明“商品是按照顾客们的需要购进的”，同时还可向顾客推荐说：“请您顺便看看这个商品”。为使推荐的商品能够符合顾客的愿望，以促使顾客购买，售货员必须注意琢磨顾客还可能需要什么，以便有的放矢地介绍商品。商品脱销时接待顾客的方法如顾客向售货员询问某种商品，商店已经卖完了，或者进货还没有运到时，售货员不能说“没有了”或“没货了”。这样答复顾客是不妥的。应该说：“不巧得很，现在没货了。如您急用，来货马上给您送去好吗?”或者说：“对不起，您要买的 x x 商品现在虽然没货，但是您看这个怎么样。这个商品不次于x x商品。”商店里如果有和顾客要买的商

37、品相似的商品，可以按照以上说法试试看。文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9

38、T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO

39、7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV

40、1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5

41、G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:

42、CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10

43、HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3山东德农农资超市版权所有注意保存中国财富论坛-7 WWW.CFF.CN 营业员理想的应酬语1 迎接顾客时您好，欢迎光临，欢迎选购。2 寒喧语早安!早上（中午，下午，晚上）好今天天气不错。天气开始暖和起来了。天气开始冷起来了，您

44、要多注意啊！下这么大的雨，您还特意来我们店里，真是太感谢了!3 表示感谢的语言谢谢。谢谢您再次光临。大老远跑到这儿来，真是太感谢了!4 回答顾客是。是的。知道了。5 有事要离开顾客时对不起，请稍候，我有事要离开一会。抱歉，请稍等一会。6 被顾客催促时实在对不起，马上就好。请再等一下。7.询问顾客时对不起，请问是哪一件?8 向顾客道歉时对不起。实在不好意思。很抱歉。9 使顾客为难的时候让您为难，真不好意思。给您添麻烦了。真是过意不去。请原谅。10说完全懂了的时候明白了。知道您的意思了。11被顾客问住了时不好意思，我去问一问，请稍等。我有点搞不懂，让我去问问经办人。12收钱的时候谢谢，应收您 xx

45、xx 元。文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7

46、V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1

47、D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G

48、9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:C

49、O7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 H

50、V1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH5G9T3F2W3文档编码:CO7V2W4M3V10 HV1D3S2X7U8 ZH