Proper Handling Of Customer Complaints Skills

Any clothing retailer will encounter complaints or complaints from customers in the process of sales and service.

These things need to be dealt with properly, otherwise the relationship with customers may deteriorate.

Therefore, every store should prepare a coping mechanism for customer complaints.

The general procedure for handling customer complaints is as follows.

First of all, listen carefully.

To understand the customer's dissatisfaction and encourage customers to express their feelings, which helps to understand the problem, and the two is to help restore the mood of customers.

Second, clear the reasons for customer dissatisfaction, we need to express our understanding of customers, and are willing to solve problems in a mutually satisfactory way.

If necessary, you can first apologize to the customer for any inconvenience or inconvenience, and thank the customer for telling the question.

Third, we should judge the customer's explanation and understand the solution of the customer's request, and consider the rationality of the solution.

If things need to be investigated before they can be dealt with, customers will be complains.

It is not delay to promise the customer the exact time to give the reply and reply the customer in time according to the promised time.

Finally, if the customer's method is feasible, he agrees and implements it immediately.

If we do not agree with the solution put forward by the customer, we must give an explanation which satisfies the customer. By communicating with the customers, we will strive to reach a consensus with the customers.

After consensus is reached, action should be taken immediately.

When necessary, the matter can be handed over to the superior, but the time can not be delayed for too long.

Throughout

In dealing with complaints, the shop assistants should be polite and calm. At the same time, they should neither shirk the responsibility of the shop nor commit themselves to anything they cannot do.

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Through the display of goods, customers have a preliminary understanding of the goods, then the guide to do is to recommend goods to customers, in order to stimulate their desire to buy.

Specifically, 5 principles should be followed when recommending goods.

First, be confident when recommending.

When recommending goods to customers, the salesperson must have confidence in order to make the customers have a sense of trust in the products.

Two, it is suitable for customers to recommend.

Speculates on customer needs should be made in order to recommend the products that are suitable for customers.

Three, specific performance.

The explanation of sales key is short, but it must be specific and avoid abstraction. It is best to explain it with facts so as to enhance the effect of promotion.

Four, it is in line with the trend of the times.

Because of the change of consumers' consciousness and form, they should conform to the trend of the times and conform to the habit of consumption when presenting the key points of sales, such as introducing the most fashionable or fashionable clothing elements to customers, so that customers can understand them.

Five, depending on the sales target.

Even the same goods, due to the different purchase objects, must be changed in the sales focus, in order to enhance the appeal effect.