As a terminal salesperson, if you are not yet prepared to welcome customers and do not know how to communicate face-to-face with them, mastering sales skills is imperative. Only by developing and promoting salespeople's skills in a logical and meaningful way can sales be completed more effectively. Because we need professional-level sales experts. There is a saying that is easy to say but hard to do: The customer is God. "God" is always right, so do not argue with God about right and wrong. Because if you offend one customer, you will lose a group of consumers. Therefore, our terminal salespeople must take this sentence as the premise of all work. Principles of customer service: Rule 1: The customer is always right. Rule 2: If wrong, refer to Rule 1! Terminal sales take place in many places: inside and outside shopping malls, store promotions... and in various forms: consultation, introduction, gifts, discounts... And we only have to face one type of person, that is your "God": the customer, who we must face, understand, and satisfy. In the process of product sales, we inevitably have to welcome and see off customers. Although the whole process is a continuous event, we rationally divide it into five steps to use flexibly: Step 1 - Greeting the customer. By greeting the customer and conversing with them, establish a harmonious atmosphere. A good start will facilitate further communication with the customer. Step 2 - Understanding needs. By asking questions and listening carefully to answers, understand the customer's true needs and preferences for products. Pay attention to details; customers often inadvertently reveal their preference for a certain product and will ask questions about aspects they are interested in. Remember! These aspects are exactly what the customer knows least and wants to know most. Step 3 - Recommending products. By observing the customer, find suitable products, explain how the product benefits the customer and meets their needs, let the customer try the product or demonstrate it, introduce the product's features and benefits, emphasize the benefits and effects, and repeatedly emphasize or confirm areas of interest or confusion. Step 4 - Cross-selling. By introducing related products to meet other needs of the customer. This is a good opportunity for cross-selling and can achieve twice the result with half the effort. Step 5 - Seeing off the customer. Let the customer purchase the product and express gratitude, finishing what you started. Satisfy the customer's needs to achieve our sales goals. Below, we will explain the specific situations in the five steps in detail: I. Greeting the Customer To complete a sale, salespeople must build a communication bridge with the customer. In today's fast-paced modern business society, the most lacking thing between people is communication! Greeting the customer is the first step in building this bridge. Every day, many customers approach the counter to browse; they are just looking. These potential consumers are not sure what they need, and we do not know their needs either. Therefore, we must converse with them to understand relevant information, seize every possible introduction opportunity, and proactively greet the customer. Remember! Smile! A sincere smile is your magic weapon to win customers. Greeting the customer, that is, conversing with them, is very important for a successful conversation and sale. A good start also requires a well-designed question. Example 1: Usually, salespeople ask browsing customers: "What do you need?" Analysis: This is a routine professional tone! Avoid it! In most cases, customers will immediately shake their heads and walk away or remain silent and continue looking down. Few customers will directly tell you what they need unless they already know exactly what they need. Example 2: Salesperson: "Do you need such-and-such?" Analysis: Such nonsense is not allowed in our sales process. This question may startle a customer who is just browsing. They may want to buy but haven't made up their mind, so it's hard to answer. They may not intend to buy, just look, and this makes them leave immediately after failing to answer. If you scare the customer away before even conversing, how can you introduce the product? In the above two examples, the salesperson did not converse with the customer, did not understand their needs, and made them answer yes or no before leaving. Why is this? The reason is simple. Because the salesperson immediately demanded something from the customer, asking them to answer a difficult question. This is undoubtedly a difficult problem for the customer. No wonder the customer's attitude is so negative, and no wonder this question scares away a large portion of customers who have needs but don't really know what they need. Demanding answers is negative. Conversely, salespeople might try giving instead, changing the way they greet customers. Example 3: Customer is just browsing. Salesperson can start like this: "This is the counter for such-and-such product, and a new product has just been launched." Or "We are currently conducting such-and-such activity." Example 4: Customer is already looking at a specific product specification. Salesperson: This is a specific product; it has such functions, such effects, or advantages that distinguish it from other products and brands. Introduce the product's effects or unique aspects in as few words as possible. Example 5: Customer's eyes scan back and forth over the counter. Salesperson should promptly catch the customer's gaze, make eye contact, and introduce: "What we have here is such-and-such product. What you are looking at now is this specification and type of product; it has such functions, such effects, or advantages that distinguish it from other products and brands." Example 6: Several customers are looking at products at the same time. Salesperson: This is such-and-such product. While introducing, distribute promotional materials to the customers, flexibly introduce products in combination with Examples 4 and 5, and if necessary, introduce more specifications to meet different customers' needs. From the above examples, it can be found that browsing customers are usually already looking at a certain product, a certain category, or a certain item, and what they are staring at has somewhat attracted their interest. Therefore, the salesperson should provide relevant explanations about what they are looking at. After the explanation, it will often lead to some questions and judgments from the customer, which are often the salesperson's need to obtain information about the customer's needs.

  1. Usually, after introducing the product, salespeople will have two different reactions:
  1. The customer hopes to hear more; at this time, the salesperson should continue to introduce the product's features, benefits, etc., and give the customer a chance to observe and try it, and also ask about the customer's situation and needs, recommending suitable products is the key to sales success.
  2. The customer will ask questions, such as: "What is the difference between this product and another?" "Can this product meet my certain need?" "You have so many products; which one is more suitable for me?" etc., all of which contain information the customer wants to know.
  1. When the salesperson introduces the promotion and distributes promotional materials, the customer's reactions will basically be two types:
  1. The customer hopes the salesperson will continue to talk and listen to see if there is anything of interest, such as buy-one-get-one-free, free trials, prize sales, etc.
  2. Some will ask what gifts are given and how. The customer's answers reflect their needs and preferences. It can be seen that a good start begins with providing something to the customer. What to give? Giving is a service, an explanation, providing an explanation of what the customer cares about. So as a successful salesperson, remember never to demand anything from the customer, even an answer. Never ask the customer first: "What do you need?" Always remember: give, give, not take! This is the core of the sales process! Let God feel that they are enjoying supreme special service. With a good start, the salesperson should further understand the customer's specific needs. II. Understanding Needs
  1. Remember! The more picky the customer is about the product, the more they are a potential consumer with purchase desire! After greeting the customer and conversing, the communication bridge is established. The salesperson needs to understand the customer's needs; only by understanding the true needs can they recommend suitable products. Generally, after greeting, the salesperson should ask some basic questions to understand the customer's actual situation. Only by mastering this can they recommend suitable products based on needs. Different questions bring different answers and results. Must anticipate the answers each question might bring to choose questions that are conducive to sales. Therefore, ask questions that are easy to answer and provide more information, such as: who, what, where, when, why, how, tell me about... These easy-to-answer questions that provide more information can help salespeople understand some potential needs of customers. Through questioning, promptly understand the customer's special requirements, avoid talking a lot and introducing many products without knowing the customer's true needs. Also pay attention to finding hidden true needs from the customer's answers. Therefore, for salespeople, listening to the customer's answers and statements is very important because it contains many potential needs, that is, hidden sales opportunities. When listening to the customer's statements, terminal salespeople must pay attention to:
  1. Maintain maximum attention; do not look around or be absent-minded.
  2. Do not interrupt the customer's speech casually, as this is obviously disrespectful and impolite.
  3. Avoid negative value judgments as much as possible, such as "What you said is wrong!" After asking and listening, the salesperson should analyze and seize the sales opportunities. Sometimes, customers do not directly state their needs; some negative statements and judgments mask their needs. Example 1: Customer: "I don't need this product because... so..." Analysis: At first glance, the customer seems to have no needs. But on closer analysis, the customer's true need is for some other product besides this one.
  1. As a successful terminal salesperson, you must not only seize every sales opportunity but also be good at creating sales opportunities. Remember! Successful SALES create opportunities; failed SALES wait for opportunities. Many things in life are not impossible to do, but impossible to think of. The key is to create an opportunity and then strive to achieve it. Not afraid of not doing, but afraid of not thinking! Don't miss any possible opportunity! Many times, customers often do not realize their other needs; the salesperson should remind the customer and help them recognize together. The presence or absence of sales opportunities depends on creation. The key to creation lies in how to say, summarize, and elaborate. Remember! What matters is not what you want to express, but how to express it. Be confident, believe from the bottom of your heart that the customer truly has such an urgent need, and guide them to acknowledge that they indeed have a certain need, and confirm that this is the case, until the customer accepts and completes the sale. This is the secret to success. Try it, and you will succeed too. Remember! People must deceive themselves before deceiving others. I hope you can bury this creed of marketing personnel in your heart. (A lie repeated a thousand times becomes the truth.) Through questioning, listening, and analysis, the salesperson seizes opportunities; through summarizing and elaborating, the salesperson creates sales opportunities. After truly understanding the customer's needs, the next step is to recommend suitable products to meet the customer's needs. III. Recommending Products Congratulations on successfully completing the steps of understanding customer needs. At this time, it is time to recommend products to meet their needs. For successful terminal salespeople, although every step is important, the most critical step is recommending products. Every product has benefits. Every customer has needs. The secret to successful sales is: skillfully link the customer's needs with the benefits the product can bring. What are the benefits a product can bring to the customer? Is it what is introduced in the product manual? Here we need to distinguish two concepts: Features and Benefits. Features: Tell the customer what the product is, a description of the product's nature. Benefits: Tell the customer how the product works, what good it does for the customer, and what it can do for them. Only the benefits of the product attract customers, not the features. What truly helps salespeople achieve sales is the product's benefits. Every product has many benefits, and every customer has different needs. Different customers have different needs for the same product's benefits. Therefore, terminal salespeople should guide customers according to their specific situations, find different benefits of the product to meet different needs. Remember! To truly sell the product and make the customer pay, the salesperson must state reasons that convince the customer. How to recommend products to customers? There are four steps to recommending products:
  1. Confirm needs: Reach agreement with the customer and reconfirm their needs. Let the customer confirm that the salesperson understands their needs and has analyzed them seriously. Therefore, before introducing the product's benefits, the salesperson should first affirm that these needs indeed exist.
  2. Explain benefits: Explain how the product will benefit the customer and what advantages it brings. Successful salespeople always sell the benefits of the product.
  3. Demonstrate the product: Explain the product's features and benefits according to the customer's specific needs. After introducing so many features and benefits, has the service been accepted? Most people have not. Many customers are unwilling to buy because they are not sure whether they will like the product when they get home, or whether they will be deceived by sweet talk. After all, hearing is not as good as seeing. So, why not demonstrate the product to the customer? Demonstrating the product not only lets the customer feel and see the product, but also demonstrates and explains how to use it. With the customer's personal experience, the chances of sales success will increase. Because the product's performance confirms the salesperson's explanation. The customer also transforms from a passive role in the sales process to an active participant. When possible, demonstrate every product the customer sees. Since demonstration confirms and strengthens the salesperson's explanation, dispels the customer's doubts, lets the customer truly try before buying, and makes the sales work simpler and more effective.
  4. Provide proof: Provide explanations, data, and other proof about the product's features. Finally, use some data and materials to prove everything you said earlier to enhance the customer's understanding and confidence in the product. Salespeople can use research data, product feature descriptions in advertisements, product knowledge, promotional materials, customer testimonials, and other tools to explain to customers, enhancing their purchase confidence and determination. IV. Cross-selling After recommending suitable products, are the customer's needs satisfied? Customer needs are diverse; the salesperson may have only met one or two of them. At this time, do you realize that there are sales opportunities here? You should also meet the customer's other needs. Why not seize the opportunity and make the business bigger? Don't just show the customer one product. The principle of "Show three, sell two" has been verified many times over many years. Show three products to every customer, and you will sell two on average—your business will double. In cross-selling, there are six points to note:
  5. Ask questions and listen carefully to answers—when understanding customer needs and obtaining information, the salesperson should be sure of every word the customer says. They will tell you their needs; if you listen carefully, you will discover their potential needs.
  6. Before shifting the topic to related products, first satisfy the customer's stated requirements.
  7. Ensure that the products you introduce are directly related to the customer's needs and interests; otherwise, no matter how much you say, it is futile.
  8. Never give the customer the feeling that you are only interested in making a big deal. Before spending time introducing each product to meet the customer's other needs, give the customer a reason. Make the customer feel that you are acting in their best interest.
  9. Always demonstrate every product—demonstration will help you sell every product. Speak with substance; seeing is believing.
  10. Show the customer three products to double your business, but don't stop there. Continue cross-selling until every need of the customer is met, until you have realized every existing sales opportunity. Cross-selling not only meets the customer's multiple needs but, more importantly, increases sales opportunities. Every time, don't forget cross-selling; it can achieve twice the result with half the effort. V. Seeing Off the Customer The salesperson's series of processes—greeting the customer, understanding needs, recommending suitable products, and even cross-selling—has only one purpose: to get the customer to buy the product. Now, it's time to let the customer pay and end the sales process. The salesperson should summarize the product's benefits again, then ask if the customer wants to buy or directly request the purchase. Remember: Don't be upset because the customer didn't buy; not buying today doesn't mean they won't buy in the future. The customer is God. If you forget this, everything you did above is meaningless and may have unexpected negative effects, affecting the company's image. When you are about to close the sale, make sure the customer understands the product. When you complete the sales process, don't forget to thank your customer. They provided you with a sales opportunity and gave the greatest support to your work. So, don't forget to say "Thank you" and "Welcome back again" to the customer. Put a perfect end to your sales process.