Let me ask you a question: After customers walk into a ceramic tile store, what questions do you usually ask them? Price positioning? Use brick location? Construction progress? What style do you like? Has work started yet? Has water and electricity started? Area size? How is the lighting in the apartment? ……
Many customers don’t like to take the initiative to talk when they enter a store. Shopping guides proactively ask questions, which can not only break their silence, but also help them better understand their needs and better recommend corresponding products according to their types through conversation. Only by thinking from the customer's perspective and resolving their concerns can customers recognize your character, brand, service and professionalism.
But many shopping guides go directly to the topic to introduce products after customers answer their questions. They don't know how to praise customers first, show their professionalism at the same time, and then introduce products. Only in this way will customers be more receptive to your next product introduction.
With reference to actual sales cases, the author has sorted out three types of sales techniques based on the type of house, the progress of house decoration and the purpose of the house.
1
Words for house types
In normal sales, the three most common types of customer houses are villas, suites and self-built houses. So when customers answer the shopping guide that their home is one of these three types of houses, how should they praise them quickly and then turn to the evidence point to win the customer's trust and obtain an order? The specific words are as follows:
▌To customers who have villas:
As the saying goes, "If you want to invest in a different generation, choose mahogany, and if you want to invest in modern times, choose a villa." A villa is the investment that can best maintain and increase value at the moment. It also allows your whole family to live together and breathe the freshest air. You will be a successful person at first glance! However, villa decoration is also the most troublesome. Choosing a professional brand can save a lot of worry. You see, many villas have chosen our ceramic tiles.
▌To customers who live in ordinary communities:
You have such a discerning eye! Your community is close to..., the location is very good, there are... around, and the potential for appreciation is great. Does your community have it?Many customers have installed our ceramic tiles, take a look...
▌For customers who build their own houses:
Living in a self-built house is the most comfortable. You can build it according to your own ideas without paying property fees. I really envy you for having a self-built house! What's your decorating style?
2
Talk about the progress of house decoration
The progress of decoration is also a question that shopping guides must ask customers during the sales process. For example: At what stage of decoration is your house now? Has your home renovation started? Has your home’s water and electricity been installed?
Faced with different answers from customers, how should shopping guides respond? The specific words are as follows:
▌To the customer who just handed over the key:
That's great, congratulations! You can live in your new house soon. You are very professional. Nowadays, many people come to see the ceramic tiles after handing over the keys, or even place orders before handing over the keys. Ceramic tiles are hardware for home decoration. Furniture can be replaced, but it is difficult to replace ceramic tiles. Therefore, you must be careful when choosing ceramic tiles. The key to choosing ceramic tiles is to look at 5 aspects.
Points: Establish customers' selection criteria, introduce the brand to let them know about it, establish the brand image, leave contact information, strive for a measuring stick, and seduce with event discounts.
▌Say to customers who are preparing to start work:
That's great, congratulations on your new home. You've arrived just in time, you'll be using the tiles soon. Furniture can be replaced, but it is difficult to replace the tiles after they are laid, so choose tiles carefully. Where do you mainly look at tiles?
Key points: Refer to cases, establish your professional image, leave contact information, obtain measuring sticks, pay deposits and attract activities.
▌To customers who are undergoing water and electricity construction:
That's great, congratulations! You can live in your new house soon. You have a good grasp of the pace of this decoration. The tiles must be decided immediately, otherwise they will be out of touch. Did you come here with the drawings?
Key Points: Make targeted introductions, present cases, focus on quick closings, come up with plans, and strive to get customers to pay deposits.
▌For customers whose water and electricity have been completed:
That's great, congratulations! You can live in your new house soon. I'm going to use ceramic tiles soon, so I need to decide quickly. You should have known about it before, right? Why did you come to see the bricks so late?
Points: It is necessary to emphasize the urgency to customers, understand the reasons why ceramic tiles have not been selected, introduce them in a targeted manner, and present cases.
3
Talk about the purpose of the house
The purpose of the house is also a question that shopping guides must ask customers. Only by fully understanding the usage of customers' homes can we judge their approximate budget, and then recommend products to them in a targeted manner from their perspective. After gaining their trust, we can further recommend high-quality products to increase unit value. The specific words are as follows:
▌To customers who are renovating rental houses:
You don’t need to spend much money on tiles for rental properties, just be practical. Those tenants generally don't take care of the landlord's things, so the tiles must be chosen with low water absorption, easy care, wear-resistant and scratch-resistant, and guaranteed after-sales service. Look at this type of tile. Most people choose this type of tile for rental houses.
Analysis: The requirements for rental housing are simple and economical.
▌To customers who are renovating their own homes:
This is your own house, and you will definitely have friends visiting your home from time to time. You need to choose ceramic tiles that are high-grade and can reflect your taste. At the same time, they must perfectly match the overall decoration style, and the quality must be good. Our ceramic tiles can last for decades. The key is to choose the material and color. What is your decoration style?
▌To customers who are decorating their wedding rooms:
Congratulations! Marriage is a lifelong event, so you must be careful when choosing ceramic tiles for your wedding room decoration. What is your decoration style?
Analysis: The characteristics of the wedding room are festive, fashionable and elegant style.
▌To customers who are renovating their offices:
Employees in the office move around a lot, and customers often come to the door. Be sure to choose ceramic tiles that are wear-resistant, easy to care for, and look high-grade. What is the decoration style of your office?
Analysis: The office space is often visited by employees and customers. Ceramic tiles must be wear-resistant, high-grade, low-noise, easy to maintain, and have a long service life.
▌To customers who are renovating their new homes:
Decorating a new house is a very tiring job. I lost ten pounds during the renovation of my house. Ceramic tiles are better to choose, mainly because they match the overall decoration style, have a long service life, and have a good-looking appearance. What is the style of your home decoration?
Analysis: The selection of ceramic tiles for new homes must match the overall decoration style.
▌To customers who are renovating old houses:
Now that you have made up your mind to redecorate, just decorate it beautifully. Ceramic tiles are very important. What style are you going to look like?
Analysis: When renovating an old house, many customers are hesitant whether to make a partial renovation or a complete renovation. At this time, they need a push from the shopping guide. Since they have decided to make a change, they should make a complete change. It will have a completely new look, be fashionable, and be comfortable to live in. Comfortable.
4
Words for house space types
What type of space to buy ceramic tiles is something that the shopping guide must confirm with the customer. This will allow customers to flexibly adjust their budgets and increase the unit value appropriately.
▌To customers who are purchasing living room tiles:
Gold living room, silver kitchen, ceramic tiles are the foundation, but they need to be dignified when installed in the living room. You must choose the tiles in the living room carefully. Do you often have friends at home?
Analysis: The living room is the facade, and the tiles must be high-grade, wear-resistant, easy to clean, and perfectly match the overall style.
▌To customers purchasing kitchen tiles:
As the saying goes, if you are poor, look at the hall, and if you are rich, look at the kitchen. What color are your cabinets?
Analysis: It is required to match perfectly with the cabinets and be easy to take care of.
▌To customers purchasing bathroom tiles:
The bathroom should consider the matching of upper wall tiles and lower floor tiles, as well as functional separation. How big is the bathroom area of your home? Is it a shower or a bathtub? How is the light? ……
Analysis: The most important features of bathroom tiles are non-slip, low water absorption, embellishment on the wall and visual focus.
▌To customers who are purchasing bedroom tiles:
The best choice for bedroom tiles is to choose your favorite color and style for your own private space. Take a look at this tile. There are more warm-toned tiles of this kind in bedrooms. The overall feeling is warm and comfortable.
Analysis: The main requirement of the bedroom is quietness and warmth.
▌To customers who choose study tiles:
Nowadays, there are not many people who pay attention to learning like you. What I admire most are those who are knowledgeable and cultivated! What is the style of your study room decoration? ……
Analysis: The main demands of the study are tranquility, elegance and charm.
▌To customers who are purchasing tiles for children’s rooms:
How old is your baby? I can’t tell, you are so young and your baby is already so big! You look so handsome/beautiful, your daughter/son must be very handsome/handsome. Today's children are very smart and lively. They often paint on the floor, so children's rooms must choose clean tiles.
Analysis: The main requirements for children’s rooms are light, warm, cozy and easy to clean.
▌To customers who choose balcony tiles:
The landscape balcony should be exaggerated, the leisure balcony should be refreshing, and the ordinary balcony should be stain-resistant. Which type of balcony is your home? ……
Analysis: Balcony tiles should be selected based on functional requirements.
▌To customers purchasing background wall/porch tiles:
As a leading brand in the industry, our brand's product categories are very rich. Let me show you the materials used for our background wall and entrance. Gold living room, silver kitchen, the effect is all on the background wall, which means happiness and longevity.
Analysis: The main requirements for the background wall/porch are to be high-grade, wear-resistant, easy to clean, and perfectly matched with the style.
5
Words for the people who live in the house
Many families live together with children and adults. Whether there are elderly people and children at home is also a question that shopping guides must ask customers. Doing so can not only introduce products in a targeted manner, but also let customers feel your attentiveness and responsibility.
▌To customers with elderly people at home:
As the saying goes, the elderly feel lonely the most. Cool colors make them look lonely. Warm colors have more smiling faces, and neutral colors often accompany them. So we have to choose ceramic tiles with a slightly warm color. The one you just looked at... (value shaping skills)
▌To customers with children:
As the saying goes, sons and daughters are treasures. The materials used must be environmentally friendly. They love to paint and play. They are non-slip and stain-resistant and have warm colors. Therefore, we need to choose ceramic tiles that are non-slip, anti-dirty and warm in color. The one you just watched...(value shaping techniques)
It often happens in stores that when rendering renderings to customers, they often have to change them many times. The reason is that they are not professional enough when communicating with customers, do not fully understand the customer's needs, and do not fully understand the customer's needs when chatting. Create a sense of respect and professionalism, so that products can be introduced in a targeted manner, tailor-made to achieve efficient transactions.
Customers never resent the shopping guide for asking too many questions. They are only afraid that the shopping guide thinks he knows a lot, will get the wrong idea, and will not be able to recommend products that he is satisfied with. If you carefully ask the customer about their decoration budget, living habits,Delivery time, house area, supporting products (sanitary ware, cabinets, curtains, home appliances, furniture) and other related issues, customers will feel that your service is very detailed and responsible, so they can choose your ceramic tiles with confidence and leave your home decoration to you. you.
Author: The old boy selling tiles
