導(dǎo)購員培訓手冊(000001)

1、lesson 1 a private conversation 私人談話last week i went to the theatre. i had a very good seat. the play was very interesting. i did not enjoy it. a young man and a young woman were sitting behind me. they were talking loudly. i got very angry. i could not hear the actors. i turned round. i looked at t

2、he man and the woman angrily. they did not pay any attention. in the end, i could not bear it. i turned round again. i cant hear a word! i said angrily. its none of your business, the young man said rudely. this is a private conversation!.lesson 2 breakfast or lunch? 早餐還是午餐？it was sunday. i never ge

3、t up early on sundays. i sometimes stay in bed until lunch time.last sunday i got up very late. i looked out of the window. it was dark outside. what a day! i thought. its raining again. just then, the telephone rang. it was my aunt lucy. ive just arrived by train, she said. im coming to see you. bu

4、t im still having breakfast, i said.what are you doing ? she asked. im having breakfast, i repeated.dear me, she said. do you always get up so late ? its one oclock!lesson 3 please send me a card 請給我寄一張明信片 postcards always spoil my holidays. last summer, i went to italy. i visited museums and sat in

5、 public gardens. a friendly waiter taught me a few words of italian. then he lent me a book. i read a few lines, but i did not understand a word. every day i thought about postcards. my holidays passed quickly, but i did not send any cards to my friends. on the last day i made a big decision. i got

6、up early and bought thirty-seven cards. i spent the whole day in my room, but i did not write a single card !lesson 4 an exciting trip 激動人心的旅行i have just received a letter from my brother, tim. he is in australia. he has been there for six months. tim is an engineer. he is working for a big firm and

7、 he has already visited a great number of different places in australia. he has just bought an australian car and has gone to alice springs, a small town in the centre of australia. he will soon visit darwin. from there, he will fly to perth. my brother has never been abroad before, so he is finding

8、 this trip very exciting.lesson 5 no wrong numbers 無錯號之虞 mr james scott has a garage in silbury and now he has just bought another garage in pinhurst. pinhurst is only five miles from silbury, but mr scott cannot get a telephone for his new garage, so he has just bought twelve pigeons. yesterday, a

9、pigeon carried the first message from pinhurst to silbury. the bird covered the distance in three minutes. up to now, mr scott has sent a great many requests for spare parts and other urgent messages from one garage to the other. in this way, he has begun his own private telephone service.lesson 6 p

10、ercy buttons 珀西巴頓斯i have just moved to a house in bridge street. yesterday a beggar knocked at my door. he asked me for a meal and a glass of beer. in return for this, the beggar stood on his head and sang songs. i gave him a meal. he ate the food and drank the beer. then he put a piece of cheese in

11、 his pocket and went away. later a neighbour told me about him. everybody knows him. his name is percy buttons. he calls at every house in the street once a month and always asks for a meal and a glass of beer.lesson 7 too late 為時太晚 the plane was late and detectives were waiting at the airport all m

12、orning. they were expecting a valuable parcel of diamond from south africa. a few hours earlier, someone had told the police that thieves would try to steal the diamonds. when the plane arrived, some of the detectives were waiting inside the main building while others were waiting on the airfield. t

13、wo men took the parcel off the plane and carried it into the customs house. while two detectives were keeping guard at the door, two others opened the parcel. to their surprise, the precious parcel was full of stones and sand!lesson 8 the best and the worst 最好的和最差的joe sanders has the most beautiful

14、garden in our town. nearly everybody enters for the nicest garden competition each year, but joe wins every time. bill friths garden is larger than joes. bill works harder than joe and grows more flowers and vegetables, but joes garden is more interesting. he has made neat paths and has built a wood

15、en bridge over a pool. i like gardens too, but i do not like hard work. every year i enter for the garden competition too, and i always win a little prize for the worst garden in the town!lesson 9 a cold welcome 冷遇on wednesday evening, we went to the town hall. it was the last day of the year and a

16、large crowd of people had gathered under the town hall clock. it would strike twelve in twenty minutes time. fifteen minutes passed and then, at five to twelve, the clock stopped. the big minute hand did not move. we waited and waited, but nothing happened. suddenly someone shouted, its two minutes

17、past twelve! the clock has stopped! i looked at my watch. it was true. the big clock refused to welcome the new year. at that moment everybody began to laugh and sing.lesson 10 not for jazz 不適于演奏爵士樂we have an old musical instrument. it is called a clavichord(翼琴). it was made in germany in 1681. our

18、clavichord is kept in the living-room. it has belong to our family for a long time. the instrument was bought by my grandfather many years ago. recently it was damaged by a visitor. she tried to play jazz on it! she struck the keys too hard and two of the strings were broken. my father was shocked.

19、now we are not allowed to touch it. it is being repaired by a friend of my fathers.lesson 11 one good turn deserves another 禮尚往來i was having dinner at a restaurant when harry steele came in. harry worked in a lawyers office years ago, but he is now working at a bank. he gets a good salary, but he al

20、ways borrows money from his friends and never pays it back. harry saw me and came and sat at the same table. he has never borrowed money from me. while he was eating, i asked him to lend me &2. to my surprise, he gave me the money immediately. i have never borrowed any money from you, harry said, so

21、 now you can pay for my dinner!lesson 12 goodbye and good luck 再見，一路順風our ncighbour, captain charles alison, will sail from portsmouth tomorrow. we shall meet him at the harbour early in the morning. he will be in his small boat, topsail.tapsail is a famous little boat. it has sailed across the atla

22、ntic many times. captain alison will set out at eight oclock so we shall have plenty of time. we shall see his boat and then we shall say good-bye to him. he will be away for two months. we are very proud of him. he will take part in an important race across the atlantic.lesson 13 the greenwood boys

23、 綠林少年the greenwood boys are a group of popular singers. at present, they are visiting all parts of the country. they will be arriving here tomorrow. they will be coming by train and most of the youngpeople in the town will be meeting them at the station. tomorrow evening they will be singing at the

24、workers club. the greenwood boys will be staying for five days. during this time, they will give five performances. as usual, the police will have a difficult time. they will be trying to keep order. it is always the same on these occasions.lesson 14 do you speak english? 你會講英語嗎？i had an amusing exp

25、erience last year. after i had left a small village in the south of france, i drove on to the next town. on the way, a young man waved to me. i stopped and he asked me for a lift. as soon as he had got into the car, i said good morning to him in french and he replied in the same language. apart from

26、 a few words, i do not know any french at all. neither of us spoke during the journey. i had nearly reached the town, when the young man suddenly said, very slowly, do you speak english? as i soon learnt, he was english himself!lesson 15 good news 佳音 the secretary told me that mr. harmsworth would s

27、ee me. i felt very nervous when. i went into his office. he did not look up from his desk when i entered. after i had sat down, he said that business was very bad. he told me that the firm could not afford to pay such large salaries. twenty people had already left. i knew that my turn had come. mr.

28、harmsworth, i said in a weak voice. dont interrupt, he said. then he smiled and told me i would receive an extra &100 a year!lesson 16 a polite request 彬彬有禮的要求if you park your car in the wrong place, a traffic policeman will soon find it. you will be very lucky if he lets you go without a ticket. ho

29、wever, this does not always happen. traffic police are sometimes very polite. during a holiday in sweden, i found this note on my car: sir, we welcome you to our city. this is a no parking area. you will enjoy your stay here if you pay attention to our street signs. this note is only a reminder. if

30、you receive a request like this, you cannot fail to obey it!lesson 17 always young 青年常駐my aunt jennifer is an actress. she must be at least thirty-five years old. in spite of this, she often appears on the stage as a young girl. jennifer will have to take part in a new play soon. this time, she will

31、 be a girl of seventeen. in the play, she must appear in a bright red dress and long black stockings. last year in another play, she had to wear short socks and a bright, orange-coloured dress. if anyone ever asked her how old she is, she always answers, my dear, it must be terrible to be grown up!l

32、esson18 he often does this! 他經(jīng)常干這種事！after i had had lunch at a village inn, i looked for my bag. i had left it on a chair beside the door and now it wasnt there ! as i was looking for it, the inn-keeper came in. did you have a good meal ? he asked. yes, thank you, i answered, but i cant pay the bill

33、. i havent got my bag. the inn-keeper smiled and immediately went out. in a few minutes he returned with my bag and gave it back to me. im very sorry, he said my dog had taken it into the garden. he often does this.lesson19 sold out 票已售完the play may begin at any moment, i said. it may have begun alr

34、eady, susan answered.i hurried to the ticket-office. may i have two tickets please ? i asked.im sorry, weve sold out, the girl said.what a pity! susan exclaimed.just then, a man hurried to the ticket-office.can i return these two tickets? he asked.certainly, the girl said.could i have those two tick

35、ets please ? i asked.certainly, the girl said, but they are for next wednesdays performance.i might as well have them, i said sadly.lesson20 one man in a boat 獨坐孤舟fishing is my favourite sport. i often fish for hours without catching anything. but this does not worry me. some fishermen are unlucky.

36、instead of catching fish, they catch old boots and rubbish. i am even less lucky. i never catch anything-not even old boots. after having spent whole mornings on the river, i always go home with an empty bag. you must give up fishing! my friends say. its a waste of time. but they dont realize one im

37、portant thing. im not really interested in fishing. i am only interested in sitting in a boat and doing nothing at all !lesson21 mad or not? 是不是瘋了？aeroplanes are slowly driving me mad. i live near an airport and passing planes can be heard night and day. the airport was built during the war, but for

38、 some reason it could not be used then. last year, however, it came into use. over a hundred people must have been driven away from their homes by the noise. i am one of the few people left. sometimes i think this house will be knocked down by a passing plane. i have been offered a large sum of mone

39、y to go away, but i am determined to stay here. everybody says i must be mad and they are probably right.lesson22 a glass envelope 玻璃信封my daughter, jane, never dreamed of receiving a letter from a girl of her own age in holland. last year, we were travelling across the channel and jane put a piece o

40、f paper with her name and address on it into a bottle. she threw the bottle into the sea. she never thought of it again, but ten months later, she received a letter from a girl in holland. both girls write to each other regularly now. however, they have decided to use the post-office. letters will c

41、ost a litt1e more, but they will certainly travel faster. lesson23 a new house 新居i導(dǎo) 購 員 培 訓 手 冊撰寫人： 機密等級：一級目 錄第一篇、基礎(chǔ)3-4第二篇、技巧5-11第三篇、導(dǎo)購禮儀12-18第四篇、客戶投訴與意見反對19-20第一篇 基礎(chǔ)一、熱愛導(dǎo)購工作 導(dǎo)購員是公司品牌形象代言人導(dǎo)購員戰(zhàn)斗在銷售工作的最前沿，面對面的與顧客接觸，其精神面貌、言行舉止都代表著易佰特公司的形象、產(chǎn)品形象等，是公司最直接的品牌形象代言人。 導(dǎo)購工作的挑戰(zhàn)性和重要性導(dǎo)購員每天都要面對品種繁多的商品，適應(yīng)不同類型的顧客，需要充

42、沛的精力、良好的心態(tài)、高雅的言談舉止、專業(yè)的導(dǎo)購技能才能勝任重要的導(dǎo)購工作。導(dǎo)購員是公司與顧客之間的橋梁，沒有導(dǎo)購員的參與再好的產(chǎn)品都很難到達顧客的手中，公司離不開導(dǎo)購人員，顧客離不開導(dǎo)購人員，要為自己的導(dǎo)購工作樹立自豪感。如此重要的工作交給你希望你能為公司的銷售工作和為滿足顧客的迫切需求做出卓越貢獻。 信心是導(dǎo)購員成功的開始如果你對自己、公司以及公司的產(chǎn)品都沒有信心的話，顧客又怎么會對你有信心？又怎么會對你的產(chǎn)品感興趣呢？二、導(dǎo)購原則 第一原則“顧客永遠是對的”，當你認為顧客是錯的時，請按此原則。任何顧客所說所做一定有他的道理，只要你能真正站在顧客的立場去理解。 導(dǎo)購5s原則 微笑（smil

43、e）：指適度的微笑。導(dǎo)購員要對客戶有體貼的心、才可能發(fā)出真正的微笑。 迅速（speed）：指動作快速，它有兩種意義：一是物理上的迅速（工作時盡量快些，不要讓客戶久等）；二是演出上的速度（導(dǎo)購員誠意十足的動作與體貼的心會引起客戶的滿足感，使他們不覺得等待的時間過長）。 誠懇（sincerity）：導(dǎo)購員如果心存盡心盡力為客戶服務(wù)的誠意，客戶一定能體會得到。 靈巧（smart）：指精明、整潔、利落。以干凈利落的方式來接待客戶，即是所謂“靈巧的服務(wù)”。 研究（study）：主要平日多努力研究客戶的購物心理，銷售服務(wù)技巧，以及學習商品專業(yè)知識，就不僅會在接待客戶層面上有所提高，也必須會有更好的成績。三

44、、成交三原則主動 自信 堅持四、現(xiàn)代導(dǎo)購員應(yīng)具備的基本素質(zhì) 誠實、謙虛、冷靜、自信心、責任感、敏捷性、上進心、洞察力、積極性、勤勉性、創(chuàng)造性、忍耐性、具有愛心、易于親近、做事的干勁、明朗的個性、充沛的體力、良好的記憶、參與的熱忱、不屈的精神。五、導(dǎo)購員必備的工作觀念目標觀 有目的的工作 改善問題觀 思考工作中存在的問題及尋求改善的方法； 顧客觀 尋求怎樣讓顧客滿意的方法； 制度觀 遵守各項規(guī)章制度； 合作觀 具有團隊精神與朋友、同事通力合作； 品質(zhì)觀 盡量不出錯扎扎實實地工作； 利益觀 考慮集體的利益成果。六、成功十點 微笑露一點；腦筋活一點；嘴巴甜一點； 說話輕一點；理由少一點；脾氣小一點；

45、 做事多一點；行動快一點；效率高一點； 度量大一點。第二篇 技巧一、做一個顧客喜歡的導(dǎo)購員1-1.接待顧客“三意” 誠意：用誠懇的態(tài)度來接待每一位顧客，用我們的誠意換取顧客的誠意，取得顧客的信賴； 創(chuàng)意：推銷是創(chuàng)意與方法的結(jié)合，不同的導(dǎo)購技巧、方法直接影響導(dǎo)購成果； 情意：用我們的親切、熱情打動顧客的心，多為顧客著想，做好顧客的參謀。1-2.針對不同的顧客采取不同的接待方式 通過和進入賣場的顧客初步接觸對顧客的個人性格的方面做出準確評估后，可根據(jù)顧客不同類型采取以下相應(yīng)接待方式及常用禮貌用語。序號顧客類型接待方式 1慢熱型充滿自信地提出建議，調(diào)動顧客積極性 2急噪型語言態(tài)度要誠懇以穩(wěn)定顧客的情

46、緒 3沉默寡言型盡量從表情觀察顧客的喜好，點關(guān)鍵處進行說明，切忌言語無需太多，一免引起顧客反感 4博學型適時稱贊，滿足其相應(yīng)的虛榮心理 5權(quán)威型言談舉止、態(tài)度需謙虛 6猜疑型把握對方存在對公司產(chǎn)品、價格、服務(wù)等方面的疑點，并清楚講解和證明，打消顧客的疑慮 7多嘴多舌型聆聽，使其感受到尊重 8優(yōu)柔寡斷型抓住產(chǎn)品使其感興趣的特點重點突破，使其做出最終決定 9理智型條理清楚講解，提高其對產(chǎn)品信任度 10挑剔型沉著應(yīng)對，避免爭執(zhí)，并適時對其贊揚 注意事項：凡事不要急噪，不要強迫顧客等；動作敏捷，不要讓顧客久等；提出具體問題引導(dǎo)顧客；盡量將談話內(nèi)容拉回到主題上來；抓住顧客的愛好，提出建議；不斷的贊揚顧客

47、；情緒低落時要進行自我心理調(diào)節(jié)，以免顧客不悅；對自己討厭的顧客，也要從內(nèi)心感激，否則你的言行會不自覺的流露出你的反感；當顧客不講理時要忍讓，因為顧客永遠是對的；絕對不要逞一時口舌之快而得罪顧客，因為他們是我們的衣食父母，不是斗智斗勇 的對象。二、顧客購物心理過程與導(dǎo)購技巧銷售過程顧客心理導(dǎo)購目標接近顧客的時機 第一階段尋覓尋找接近顧客機會、顧客開始注意產(chǎn)品時；顧客和同、伴商量時；顧客有目的尋找時；放下隨身物品時；看完產(chǎn)品與導(dǎo)購員目光交接時；其它情況。根絕以上主要的具體情況導(dǎo)購可采取適當?shù)姆绞浇咏櫩停?、引起顧客購買興趣。結(jié)合顧客不同、類型，、采取相應(yīng)的溝通方式，、抓住顧客在此階段細微的心理和購

48、買時機進行講解。、產(chǎn)品介紹：基本功能點為功能可靠性技術(shù)使用方法售后服、務(wù)價格等；輔助著眼點為外觀設(shè)計促銷及禮品等；其它著眼點為廣告銷售成果企業(yè)實力榮譽用戶評價等。、產(chǎn)品介紹：要讓顧客知道看產(chǎn)品要注意什么，、看哪幾個部分怎么看；盡量讓顧客感受產(chǎn)品；按顧客的關(guān)注的視線介紹產(chǎn)品，提高其關(guān)注度；最后強調(diào)產(chǎn)品最終給顧客帶來的利益，以進一步激發(fā)顧客的購買欲望，例如節(jié)能給顧客節(jié)省的費用，好的燈光給顧客帶來的好處，良好的品質(zhì)所帶來的享受，良好的售后服務(wù)給顧客帶來的利益保障。、細致入微的服務(wù)常?？梢源騽宇櫩停缣鞜崤砂l(fā)紙筋給顧客，給顧客倒杯水喝等細節(jié)需做好 第二階段注意抓住接近的機會親切問候顧客，同時進行適當

49、詢問以了解顧客購買意向。 第三階段引起興趣簡單介紹產(chǎn)品特征，讓顧客留下良好印象，并發(fā)現(xiàn)顧客的喜好。 第四階段產(chǎn)生聯(lián)想導(dǎo)購員需抓住時機，通過細心觀察，揣摩顧客的心理，進一步介紹其關(guān)心的問題。 第五階段產(chǎn)生購買欲望推薦合適的產(chǎn)品。 第六階段進行對比從多角度進行對比說明，準確解答顧客疑問，并提出相應(yīng)的資料和實例，取得顧客信任。 第七階段決定購買根據(jù)顧客的表情和言語抓住成交機會，特別是當顧客表現(xiàn)出購買決定時，要學會巧妙終止談話，拿起記錄單協(xié)助顧客下決定。 第八階段成交幫助顧客付款，檢驗成品。保持誠懇，耐心待客，禮貌送客，給顧客始終留下良好印象，并爭取顧客重復(fù)購買和口碑傳播效應(yīng)。切忌成交后對顧客態(tài)度的轉(zhuǎn)

50、變或這引起顧客對購買前后導(dǎo)購態(tài)度不一的感覺，影響公司整體形象，也阻止了顧客重復(fù)購買和負面影響的口頭傳播。 第九階段售后登記售后顧客相關(guān)情況登記便于回訪和作為反饋公司的信息 三、產(chǎn)品介紹3-1.介紹產(chǎn)品的著眼點 基本著眼點：功能/可靠性/技術(shù)難度/使用方法/售后服務(wù)/價格 輔助著眼點：外觀/設(shè)計/促銷及小禮品 其它著眼點：廣告/銷售成果/企業(yè)實力/獲得的榮譽/用戶評價3-2.店面環(huán)境 環(huán)境 良好的購物環(huán)境，讓顧客以愉快的心情從容不迫的瀏覽柜臺產(chǎn)品陳列，選購所需要產(chǎn)品，這是導(dǎo)購禮儀要達到的首要目標。 衛(wèi)生條件每天營業(yè)之前導(dǎo)購員應(yīng)做好衛(wèi)生清潔工作，柜臺、貨架、產(chǎn)品擦洗潔，做到營業(yè)場地清潔明亮，通道、

51、貨架、柜窗無雜物、無灰塵。 環(huán)境實施（針對專賣店）a.如果店內(nèi)有一種芳香氣味，會使顧客在購買過程中神清氣爽，心情舒暢。b.有條件的地方應(yīng)安裝空調(diào)，冷氣機等通風設(shè)備，使通風狀況良好。c.購買必要的音響設(shè)備，播放一些輕松柔和，優(yōu)美動聽的樂曲或報道出售產(chǎn)品信息。 產(chǎn)品展示合理的展牌布局，能使展牌格局整齊，有利于美化購物環(huán)境，符合消費者購買習慣的布局，能減少顧客詢問，尋找產(chǎn)品的時間?？傊?，購物環(huán)境的布置：a.是要形象統(tǒng)一、優(yōu)雅舒適、使人心情愉快；b.是要突出顧客的主人地位，處處從方便顧客出發(fā)，為顧客著想，這是以利待客的重要因素之一。 商品陳列 豐富多彩的產(chǎn)品，美觀大方的陳列即能顯示出生意興隆的繁榮景象

52、，又可表達廠家尊敬顧客，以優(yōu)良商品歡迎顧客的誠意。 醒目顧客走進商店，一般都會無意識地環(huán)視商店，從貨架上的商品得到一個初步印象。因此，產(chǎn)品的擺放，要能讓顧客直接見到產(chǎn)品的正面，陳列高度應(yīng)選擇與顧客視線相適應(yīng)的位置。 有親切感商品陳列應(yīng)盡可能允許顧客接觸，縮短顧客與產(chǎn)品之間的距離，使顧客感到比較親切。 豐富感產(chǎn)品陳列一定要做到規(guī)格齊全，品種豐富，哪怕是數(shù)量很少的產(chǎn)品，陳列出來也能使人感到豐富，選擇性大，給顧客琳瑯滿目之感。同時豐富的產(chǎn)品也可以刺激顧客的購買欲望。即使是同一檔次、同一質(zhì)量的產(chǎn)品，顧客也愿意從不同的規(guī)格品種中選擇出一種自己滿意的產(chǎn)品來。因此，營業(yè)室內(nèi)必須把產(chǎn)品陳列得豐富多彩，主要倉庫

53、里有的品種，展柜上都應(yīng)陳列出來，那種因疏于及時補貨，懶得把產(chǎn)品展示出來，而使貨架空蕩蕩的經(jīng)營姿態(tài)，是對顧客極大的不尊敬。 講究藝術(shù)按產(chǎn)品的不同外型，色彩，進行巧妙組合，使陳列具有藝術(shù)性。 明碼標價a.價簽上應(yīng)寫明產(chǎn)品名稱、產(chǎn)地、型號、價格等、價格應(yīng)書寫清楚。b.剛上市的新產(chǎn)品，應(yīng)附加產(chǎn)品使用說明，讓顧客詳細了了解產(chǎn)品的性能、特點和使用說明，讓顧客詳細了解產(chǎn)品的性能，特點和使用方法。這些措施看似微小，卻能為顧客提供極度大的方便，從而促進銷售。3-3.介紹產(chǎn)品常用方法 要讓顧客知道看產(chǎn)品要看哪幾部分和怎么看； 盡量讓顧客感受產(chǎn)品； 按顧客視線介紹產(chǎn)品； 強調(diào)產(chǎn)品帶給顧客的利益和價值。3-4.介紹產(chǎn)

54、品要訣 熟練產(chǎn)品知識，擁有豐富的產(chǎn)品知識是達成銷售的必要條件； 避免用專業(yè)的名詞術(shù)語，力求在顧客的立場上進行簡明易懂的介紹產(chǎn)品； 介紹產(chǎn)品要有所側(cè)重，針對顧客的疑問進行解釋； 介紹時要有自信，不能含糊其辭； 仔細聆聽顧客的提問，抓住重點加以引導(dǎo)，巧妙介紹公司產(chǎn)品的優(yōu)勢和賣點； 根據(jù)顧客的不同類型，選擇不同的介紹方式； 描繪產(chǎn)品使用后的效果，引起顧客的聯(lián)想； 充分利用公司獲得的各種榮譽證書，增強顧客對產(chǎn)品的信心； 抓住顧客需求的關(guān)鍵點，強化產(chǎn)品優(yōu)勢； 經(jīng)常讓顧客親身感受； 語音、語速和肢體語言與顧客協(xié)調(diào)； 強調(diào)產(chǎn)品的價值，盡可能把價格放在最后談。四、提問顧客時要注意的幾點4-1 提問顧客要點到為

55、止，避免連續(xù)發(fā)問；4-2 順應(yīng)顧客要求介紹產(chǎn)品；4-3 提問要簡單易懂；4-4 充分利用提過的問題；4-5 避免問不明確的問題。五、促使顧客下決心的8個方法5-1.集中其中一個點（產(chǎn)品、服務(wù)、價格、節(jié)能等）突破；5-2.排除掉顧客不喜歡的產(chǎn)品；5-3.二選一，當顧客對好幾款褲子都有興趣，但只需購買一個時，這時導(dǎo)購員應(yīng)促成顧客購買對其中任意兩款褲子；5-4.動作訴求，當顧客猶豫不決時，可以通過讓顧客親自觸摸產(chǎn)品來促進顧客下決心購買；5-5.感性訴求，使用感人的語言可以促進顧客下決心購買，例 “您的小孩一定會喜歡它”等話語。5-6.打動隨同人員；5-7.充分利用促銷禮品或特價活動；5-8.給顧客記

56、錄欲購產(chǎn)品的清單。六、帶給顧客意外驚喜4法6-1.細心服務(wù)，例提醒顧客遺漏物品等;6-2.額外服務(wù)，例顧客的小孩哭鬧時可以幫忙哄哄;6-3.稱呼顧客，記住回頭顧客的姓名;6-4.派發(fā)必需品，若和顧客談的比較多時，及時給顧客倒杯水。七、與顧客溝通的技巧 表情：在與顧客溝通的過程始終要保持微笑，要給顧客傳遞熱情、開朗、自信、可親、大方的情感，也是給顧客營造輕松的購物環(huán)境。 眼神：眼睛是心靈的窗口，在與顧客溝通的過程中切忌東張西望或不敢正視對方，正確的方式應(yīng)該將目光投在對方眉宇之間或臉三角區(qū)，表現(xiàn)出你的誠實、專注、有自信。 認真聆聽聆聽時不要假設(shè)任何事情；不要打岔；不要反應(yīng)太快。要記住“別人所說的話一定有他的道理”。在聆聽的過程中要表現(xiàn)出一種理解、耐心、素養(yǎng)，同時它可以使你更加準確判斷對方的真實用意。 語言藝術(shù)：在與顧客溝通過程中語音、語速、語調(diào)和肢體語言要與顧客相協(xié)調(diào)。例如你遇到的是一個說話比較慢的顧客，相對來說你在介紹產(chǎn)品的時候說話也要慢一點，這樣容易得到顧客的認同。 表達不同的觀點時，先對顧客的觀點表示理解或肯定，再表達自己的觀點。例如：顧客說你的產(chǎn)品比別的牌子貴時，你可以說：“先生，你的想法我可以理解，可是你愿意犧牲產(chǎn)品的品質(zhì)和服務(wù)來滿足低價嗎？”或說“我相信你比較了很多產(chǎn)品，可是你愿意犧牲產(chǎn)