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合家欢连锁便利店如何吸引回头客:“我们只做四件事”

对于大多数便利店店主来说,如何有效促使顾客成为门店长期忠实消费者一直是个头疼的难题,我们整理了合家欢便利店在运营过程中采取的方法,希望能够帮助到各位便利店店主。

  • 诚信守诺

店员对顾客作出的承诺是需要履行的。但是在大多数的销售过程中,店员在忙于取悦客户,常常做出无法兑现的承诺。这对于拥有比较稳固顾客群的便利店来说,并不是一件好事,往往容易引起顾客的反感,降低顾客的对店铺的好感度。

诚信守诺是一种美德,也是一个便利店的经营原则,便利店要建立自己的良好形象,就必须达到“我的承诺,我必兑现”这样的服务理念。但是这也告诫我们店主,对顾客做承诺要三思,任何承诺的履行都会增加相应的成本。

合家欢连锁便利店如何吸引回头客:“我们只做四件事”

  • 聘用合适的员工/店主

便利店是需要我们营造一种和谐友好的气氛,店员和店主不但要完成自己的工作意识,还需要有团队合作,共同帮助顾客完成购买行为。所以,合家欢便利店在帮助加盟商聘请员工的时候,择优录用有潜力培养的员工。培训过程中,也要规范店员的基本行为。

对于便利店经营来说,员工和店主是根本问题,经营者要做好管理,首先就必须提高员工和店主素质,规范员工和店主行为,提高工作技能。

  • 学会有技巧的和顾客沟通

不要等着顾客主动上来和你打招呼,要学会主动去询问能否帮助顾客需要什么,这样可以打乱顾客原先的购买决策。

我们也不需要顾客进门就急着上前搭话,当看到顾客似乎在寻找什么商品的时候,再主动询问有什么可以帮忙或者直接询问顾客想要什么商品。降低顾客消费戒心,自然能勾起顾客话题,交流也顺其自然,进而了解到顾客其他信息。

合家欢连锁便利店如何吸引回头客:“我们只做四件事”

  • 服务上出现错误就主动致歉

便利店经营本来就是固定客群生意,因此在经营过程中一定要注意客户群的稳固。如果不小心在语言或者举止上冒犯了顾客,一定要及时用真诚的态度和顾客表示道歉。员工在冒犯了顾客后主动向顾客道歉往往是素质的表现。对于店员和便利店来说,根本目的在于销售产品,而不是争论是非曲直。

合家欢连锁便利店如何吸引回头客:“我们只做四件事”

这些基本原则和精神既体现在合家欢便利店品牌的企业文化之中,又实践于便利店店员与顾客的交流上。店员和店主要学会将矛盾在很小的时候就处理好,而不要到一发不可收拾的地步才手忙脚乱。

文章来源:中山合家欢招商加盟官网http://www.gdhjh.cn/

本文来自投稿,不代表便利店网立场,转载必须注明出处:便利店网,并附上本页链接:https://www.zgbld.net/story/476.html

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