Suggestive selling is implemented by sales
staff to boost more revenue to a sale that has already taken place, by
suggesting some better and useful products or services to the customer. In
restaurant operations, servers would introduce du jour menus or other special
cuisine or beverage to customers and invite them to select.
It seems that suggestive selling is a kind
of easy stuff. But it would easily become over-aggressive. Here are some tips
for a success suggestive selling.
1. Understand the customer's needs.
Do not directly suggest anything that first
comes to your mind, as this would create a negative impact on the customer's
mind. We should try to suggest something relevant.
2. Avoid using words describing negativity such as don't, not, cannot.
Find some positive words to substitute
which would not change the meaning but could serve the purpose of expressing
thoughts.
3. Keep in mind that you have to always be price-sensitive.
Treat each sale differently according to
customers’ own situation as their purchasing power and wants varies.
4. Remember not to interrupt the customer while he is buying something that
he already wants.
Suggest what you want when the customer
finishes buying things. Such an interruption might create an element of doubt
in the customer’s mind, that the staff is suggesting things only to increase
the sales and they have no concern for the customers’ needs.
By performing suggestive selling, customer
satisfaction can be added. When the staff suggested some good product or
service, and if the customer finds it is useful and worthy, he/she will be
willing to pay for it. Even if the customer does find it useful but not
affordable, he/she will still appreciate the personal attention towards
him/her. Therefore, customer satisfaction is achieved in both the sale and
non-sale events. In result, suggestive selling can help to increase customer
retention.
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