导购销售话术与演练,助力销售成功破冰!

Shopping guide sales speech and drills, help sales succeed in breaking ice!

相信很多有过销售经验的朋友们都有过这样的经历：顾客走进来，你笑脸相迎，他一脸冰霜；你热情问候，他一言不发；你大力推荐，他转身就走。这样的消费者就像一块冰，想融化他，需要下一番功夫。小编经过多方组合，整理出了在销售中如何融化这块冰，你成功销售，他开心购物。

I believe that many friends who have had sales experience have had this experience: when the customer walks in, your smile is welcoming, and his face is frosty; you are warmly greeting, he does not say a word; you strongly recommend, he turned and left. Such a consumer is like a piece of ice. If you want to melt him, you need to work harder. Xiaobian has been combined in various ways to sort out how to melt this ice in sales. You sell successfully and he is happy to shop.

1.我们笑颜以对，客户却毫无反应，一言不发或冷冷回答：我随便看看。

1. We smiled and the customer did not respond. I didn’t say a word or coldly answered: I just take a look.

[演练]

[drill]

导购：是的，装房子可是件大事，一定要多了解、多比较。没关系，您先多看看，可以先了解一下我们的品牌和产品。你的房子在哪个位置，说不定您的小区也有用我们产品的呢?

Shopping guide: Yes, loading a house is a big deal, we must know more and compare more. It doesn't matter, you should take a look at it first, you can first understand our brand and products. Where is your house located, maybe your community is also useful for our products?

2.顾客其实很喜欢，但同行的其他人却不买帐。说到：我觉得一般，到别处看看吧。

2. Customers actually like it, but others in the same trade don't buy it. Speaking: I think in general, look elsewhere.

[错误话术]

[Errors]

不会呀，我觉得挺好。No, I feel very good.

这是我们今年主推的设计款式啊。This is the design style we pushed this year.

这个很有特色呀，怎会不好看呢?This is very special, how can it not look good?

甭管别人怎样说，你自己觉得好就行。Regardless of what others say, you feel good about yourself.

[演练]

[drill]

导购：这位先生，您不仅精通装修方面的知识，而且对朋友也非常用心，能带上您这样的朋友一起来买东西真好！请教一下，您觉得还有哪些方面不大合适呢？我们可以交换看法，一起帮助您的朋友挑选到真正适合他的东西，好吗?

Shopping guide: This gentleman, you are not only well versed in the knowledge of decoration, but also very hard at friends, it is good to bring friends like you to buy things together! Ask, what do you think is not appropriate? We can exchange ideas and help your friends pick the things that really suit him, ok?

导购：(对顾客)您的朋友对买**挺内行，并且也很用心，难怪您会带上他一起来买呢！(对陪同购买者)请问这位先生，您觉得还有哪个地方您感觉不合适呢？您可以告诉我，我们一起来给您的朋友做建议，帮助他找到一套更适合他家风格的款式，您觉得好吗？

Shopping guide: (to customers) Your friend is very good at buying **, and also very hard, no wonder you will bring him to buy it! (To accompany the purchaser) Excuse me, Mr., do you think there is another place that you feel is not suitable? You can tell me, let's make suggestions for your friends and help him find a style that suits his style better. Do you think so?

3.顾客虽然接受了我们的建议，但是最终没有做出购买决定而要离开。

3. Although the customer accepted our suggestion, but did not make a purchase decision and left.

[错误应对][Error response]

这个真的很适合您，还商量啥呢！This is really suitable for you, but also discuss it!

真的很适合，您就不用再考虑了。Really suitable, you don't have to think about it anymore.

(无言以对，开始收起东西)... (no words, start to put things together)

那好吧，欢迎你们商量好了再来。Well, welcome to discuss it again.

[演练]

[drill]

导购：先生，我们这个材质非常好，无论款式设计还是环保性等都与您家的装修风格非常吻合，我可以感觉得出来您也挺喜欢。可您说想再考虑一下，当然您有这种想法我可以理解，只是我担心自己有解释不到位的地方，所以想向您请教一下，您现在主要考虑的是？(微笑目视顾客并停顿以引导客户说出自己的考虑)先生，除了以外，还有其他的原因导致您不能现在做出吗？(引导对方说出所有顾虑并有选择的加以处理后，应该立即引导顾客成交)，先生，对您关心的这个问题我是否解释清楚？(只要顾客说明白、点头、沉默等就立即推荐购买)那好，您的送货地址是?(如果顾客仍然表示要与家人商量或考虑等引导入下一步)

Shopping guide: Sir, our material is very good, no matter the style design or environmental protection, it is very consistent with the decoration style of your home. I can feel that you like it too. But you can think about it again. Of course, you can understand this kind of idea. I just want to understand that I have a place where the explanation is not in place. So I would like to ask you about it. What is your main consideration now...? (Smile to the customer and pause to guide the customer to say their own considerations.) Mr., apart from..., there are other reasons why you can't make it now...? (If you guide the other party to say all the concerns and choose to deal with them, you should immediately guide the customers to deal with them.) Sir, do you explain this question to your concern? (As long as the customer explains the white, nod, silence, etc., it is recommended to buy immediately.) Well, your shipping address is...? (If the customer still says to discuss with the family or consider to guide the next step)

4.我们建议顾客感受一下产品功能，但顾客却不是很愿意。

4. We recommend that customers feel the product features, but customers are not very willing.

[错误话术]

[Errors]

喜欢的话，可以感受一下。If you like, you can feel it.

这是我们的新品，它的最大优点是This is our new product, its biggest advantage is...

这个也不错，你可以看一下。This is not bad, you can take a look.

[演练]

[drill]

导购：小姐，真佩服您的眼光，这是我们的新产品，卖的非常好！我认为以您的眼光和对房间的布置要求，这套产品非常适合您的构想。小姐，光我说好不行，来，这边有产品的效果图，您过来看一下，还可以感受一下

Shopping guide: Miss, I really admire your vision, this is our new product, selling very well! I think that with your vision and the layout of the room, this product is very suitable for your idea. Miss, I don’t know if I can, come here, there is a rendering of the product here. If you look at it, you can feel it...

导购：小姐，您真有眼光。这套产品是我们的最新款，专门为高品位的顾客设计打造，卖的很好!来，我给您介绍一下，这套产品采用材质与工艺，导入技术与功能，非常适合您这样对生活品味有要求的人士使用，当然，光我说好还不行。产品是您自己在使用，所以您自己觉得好才是最重要的。小姐，来，您自己感受一下这套产品(******产品名称)吧(直接引导顾客体验和接触、感受、闻味道等)

Shopping guide: Miss, you have a vision. This set of products is our latest model, specially designed for high-grade customers, and sold very well! Come, let me introduce you, this set of products adopts...material and technology, import...technology and function, very suitable You use it as a person who has a taste for life. Of course, I can't do it. The product is your own use, so it is most important that you feel good. Miss, come, feel this set of products (****** product name)... (direct customer experience and contact, feeling, smell, etc.)

5.顾客说：你们质量不好。

5. The customer said: Your quality is not good.

[错误话术]

[Errors]

如果您这样说，我就没办法了。If you say this, I can't help it.

算了吧，反正我说了你也不信(沉默不语继续做自己的事)。Forget it, anyway, I said that you don't believe it (silence, continue to do your own thing).

[演练]

[drill]

导购：小姐，你说的这些情况确实也存在，所以您有这种顾虑我完全可以理解 。不过请您放心，我们店在这个地方开业三年多了，我们的生意主要靠口碑与质量取胜，所以我们决不会拿自己的商业诚信去冒险。我们一定会用可靠的质量来获得您的信任，这一点我很有信心。因为(材质、款式方面的优势)

Shopping guide: Miss, you said that these situations do exist, so you can understand this kind of concern. However, please rest assured that our store has been in this place for more than three years. Our business is mainly based on word of mouth and quality, so we will never take risks with our business integrity. We will definitely use your reliable quality to gain your trust, and I am confident. Because (material, style advantages)...

6.顾客进店后看了看说：东西有点少，没啥好买的。

6. After the customer entered the store, he looked and said: Something is a little less, and there is nothing to buy.

[错误话术]

[Errors]

新货过两天就到了。The new product arrived in two days.

已经卖的差不多了。Already sold almost.

咋会少呢，够多的了。There will be less, enough.

这样多的东西您买的完吗?Do you buy so many things?

[演练]

[drill]

导购：是的，您很细心，我们这个专卖店摆放的货确实不多，不过件件都是同类产品中经典的款式，每款都有自己的特色。来，我帮您介绍一下吧，请问您比较喜欢这种时尚欧式风格的还是传统风格的

Shopping guide: Yes, you are very careful, we do not have a lot of goods in this store, but the pieces are classic styles of similar products, each has its own characteristics. Come, let me introduce you, do you like this fashion European style or traditional style...

导购：您说得有道理，我们这儿的款式确实不多，因为我们老板希望样品呈现的都是我们比较有特色的产品，有几款产品我觉得就非常适合推荐给您。来，这边请，我帮您介绍一下，请问您是想看看还是

Shopping guide: You make sense. Our style here is really not much, because our boss hopes that the samples are presented with our more distinctive products. There are several products that I think are very suitable for recommending to you. Come here, please, let me introduce you, would you like to see... or...