The sale of wallpaper, curtain and window film is difficult to form a purchase when a user enters the store for the first time. So, the customer leaving the store is often the beginning of sales. We generally follow up with customers and strive for second visits from users.
Will the transaction be reached after the second visit?
The answer is still not certain. For the sale of soft-covered goods, customers may come to your store repeatedly, and only after three or four visits will the transaction be concluded. After several visits and investigations to offline stores, sellers should summarize some rules and develop some apps to assist sales to help form a “strong connection” relationship between stores and customers. If the customer comes to the store three times, how do we do the reception? What do customers think? Let’s analyse it carefully.
At this time, the customer didn’t pay much attention to it, mainly “walking around” to complete the collection of brand and product information. And probably understand whose products are suitable for him. Customers usually use the way of looking at the flowers, visiting as many stores as possible in the shortest possible time. In this state, what should our sales do? Our research found that most of the shop assistants are one, two, three, four, five, pour the beans in a bamboo tube, rushing to sell their selling points to customers how effective this is. It is actually very stupid to spend all your time on introducing your product at this stage. The correct way to do things at this stage is as follows:
1. Teach customers the standards and methods of product selection
Ordinary stores simply tell users how to distinguish the pros and cons of wallpaper and curtain products. In fact, the biggest worry among users is that they have spent the most expensive money and bought the best wallpaper, but they are incompatible with other things in the house. Therefore, if you can successfully guide users to match is the key to choose, and quickly prove that your advantage lies in good match, then users dare to put the right of product choice in your hands. Why not throw up a few topics while understanding the user’s decoration intentions. How to choose wallpaper shop singapore according to the decoration style and room function? How to match the wallpaper with the window film? After putting on the wallpaper and curtains, how should the overall colour of the room be matched? Talking about these topics, users will find it particularly rewarding and more willing to communicate with you.
2. Establish service standards, promote yourself and brand
Through playing design cards, high-tech cards to establish their own service standards, highlighting their professional level. This will quickly widen the service gap between you and other stores. For example, you can complete the design and matching of wallpaper and window film on the customer’s home improvement photos. Customers find that your pre-sale service is better than others, and they will also tend to think that your after-sales service will definitely be more secure than others. So you can make a further promise of a 5-year warranty.
3. Leave the customer’s contact information
You can forward some updated information to customers.
When the customer comes to the store for the second time, he may have visited many brand stores. At this time, he starts to have his own focus, which may focus on the product, the price, or the service. So, it is mainly “comparison”. If it is a single-category competition, because of the serious homogeneity of products. After customers are numb, they often hold the psychology of “high quality and low price”, so no matter what the comparison is, you are in the red sea. struggle. The correct things we should do at this stage are:
1. Raise the barriers to competition, combine wallpaper, curtains and window films to sell
To sell this kind of cross-border product portfolio, what is needed is a combined sales talent. In the real world, those who understand wallpaper do not understand window film, those who understand window film do not understand wallpaper, and even fewer people understand the relationship between the two. Therefore, if you try to turn yourself into this kind of compound sales talent, you will find that the competition is much less, and your living space has suddenly changed from the red ocean to the blue ocean.
2. Maximize the user experience in the store and leave an indelible impression
Utilize the soft decoration DIY, large-screen display, and 360-degree VR technology to bring users a novel interactive visual experience. Let users intuitively feel the effect of “wallpaper on the wall, window film on the window”. When users close their eyes before going to bed at night, the first store they can remember is your store.
3. Ask the customer for a deposit, take the initiative to force an order
We can take the initiative to commit to door-to-door solutions for customers, such as to make a window film size, wall quality evaluation, to take pictures of the room decorated by the user.
When the customer comes to the store for the third time, the customer has basically convinced himself. Do we need to lower the price? No, because the customer returns for the third time, he knows that your price is within my tolerance. At this time, we cut the price, just to say a symbolic price cut, to satisfy the customer’s psychological comfort, not Deal with a substantial price reduction! After completing the “buy” action, several actions we need to do are:
1. Appropriately lower user expectations
For example, the delivery cycle; for example, wallpaper cannot be absolutely seamless and no color difference; for a good overall effect, three points are in the product, and seven points are in the construction. In construction, wall quality is as important as worker craftsmanship, and so on.
2. Actively request a referral, and give back to the user with surprises
Taking the initiative to speak is the key. You must dare to ask for referrals to old customers, and give up after at least two requests. When the user completes the request for referral, he can present some small gifts to surprise the user.
In the three stages of one shopping, two to three buying, the customer’s mental state is analyzed for everyone. The following three key actions are emphasized again: the first time a customer comes to the store, they must leave their phone number; when the customer comes to the store for the second time, they must take the initiative to force an order and pay a deposit. After the customer has completed the transaction, he must take the initiative to submit an introduction. Only with the right sales aids and doing the right things at the right time can we quickly increase our transaction conversion rate.