專賣店店長(zhǎng)關(guān)于服務(wù)的發(fā)言稿
導(dǎo)語(yǔ)發(fā)言稿是參加會(huì)議者為了在會(huì)議或重要活動(dòng)上表達(dá)自己意見、看法或匯報(bào)思想工作情況而事先準(zhǔn)備好的文稿。以下是小編整理專賣店店長(zhǎng)關(guān)于服務(wù)的發(fā)言稿的資料，歡迎閱讀參考。
各位領(lǐng)導(dǎo)，各位同事：
大家早上好，我是四層xxx專柜的店長(zhǎng)xxx。首先感謝各位領(lǐng)導(dǎo)平時(shí)對(duì)我的栽培與信任。讓我有機(jī)會(huì)站在這里和大家一起分享銷售服務(wù)經(jīng)驗(yàn)。也希望大家在這個(gè)分享過(guò)程中有所收獲。作為一名一線工作的員工，我深深知道，“服務(wù)”就是“用心”。
那么我們?cè)鯓硬拍茏龊谜嬲摹坝眯姆⻊?wù)”呢？我多年的經(jīng)驗(yàn)告訴我：“細(xì)心”、“愛心”、“上進(jìn)心”。今天，我的重點(diǎn)就是圍繞這三“心”來(lái)與大家分享。只要你抱著這樣的心態(tài)去服務(wù)于每一位顧客，你就會(huì)成為一名優(yōu)秀的銷售人員，同時(shí)，你還會(huì)擁有很多很多的朋友。
首先，第一、“細(xì)心”，我所指的細(xì)心就是敏銳的觀察力。只要是逛街的顧客都是我們的潛在顧客，都是有所需求的。重點(diǎn)是我們的觀察力是否能準(zhǔn)確的發(fā)現(xiàn)顧客的需求，激發(fā)購(gòu)買欲望。
當(dāng)顧客第一次進(jìn)入我們的專柜，其實(shí)我們的溝通就已經(jīng)開始了。我們可以從顧客的身上觀察一些亮點(diǎn)而引起共鳴。如發(fā)型，穿著，氣質(zhì)，配飾。通過(guò)這些細(xì)微的觀察，我們就此打開顧客較感興趣的話題，拉進(jìn)我們與顧客的距離，取得彼此的信任，逐步隨著顧客的需求轉(zhuǎn)換到我們銷售當(dāng)中。
當(dāng)然，我們一定要學(xué)會(huì)察言觀色。從顧客的言談舉止、表情流露進(jìn)一步了解顧客需求。并且在銷售當(dāng)中還可以了解顧客的脾氣和性格。如干脆利落的顧客其性格一般是豪爽的，對(duì)這種顧客，我們應(yīng)迅速為其推薦商品，快速達(dá)成交易，為他節(jié)省時(shí)間。也有顧客在挑選商品時(shí)，動(dòng)作緩慢，好多件衣服挑來(lái)比去，猶豫不定，一般這樣的顧客屬于順從型的性格特征，獨(dú)立性比較差，對(duì)于這種顧客，我們就一定要有耐心，為其細(xì)心的`挑選產(chǎn)品，并適當(dāng)加以解釋，促使他作出購(gòu)買決定。
第二、我們要擁有一顆關(guān)愛的心，“愛心”。關(guān)愛他人就是關(guān)愛自己。只要你不求回報(bào)的幫助別人，總有一天，在你最需要幫助的時(shí)候他一定會(huì)伸出援助之手，獲得意外的驚喜。一天中午，顧客不多，一位女孩走進(jìn)我們的柜臺(tái)，我很熱情地上前與她打招呼。但是她總是在躲避什么。仔細(xì)留意后才發(fā)現(xiàn)她的臉部至頸部有燒傷的痕跡。通過(guò)簡(jiǎn)單的交流，得知她意外被火燒傷，想買件衣服看病穿。我建議她最好選擇棉質(zhì)有拉鏈帶帽的服飾。因?yàn)槊鄙揽梢哉趽踝∷膫蹋奖阌诳床r(shí)穿脫，由于燒傷較重，試穿動(dòng)作不能太大，又考慮到試衣間小，害怕碰到她的傷口，我盡量往一邊靠，并鼓勵(lì)她不要害怕，一定會(huì)好起來(lái)。也許是她被我的一言一行所感動(dòng)，在我的幫助下，她選擇了好幾件衣服，最后選定了三個(gè)款，付款后還再三道謝后離開。現(xiàn)在想想，都很感慨，人與人之間真的很需要相互幫助。關(guān)心是最美麗的語(yǔ)言，盡一已之力幫助他人得到快樂(lè)，同時(shí)也讓自己感到快樂(lè)。
第三、我們要擁有一顆“上進(jìn)心”。熟話說(shuō)：“三人行必有我?guī)熝伞?多聽聽優(yōu)秀員工的銷售心得，多參加各種各樣的培訓(xùn)，多嘗試各種銷售技巧，多采用不同的說(shuō)話方式，尋找一種最適合自己的營(yíng)銷模式，并運(yùn)用到工作當(dāng)中，你會(huì)發(fā)現(xiàn)銷售其實(shí)很簡(jiǎn)單，我做銷售工作已經(jīng)九年，最后我把我認(rèn)為最實(shí)用且最有效的成交方法來(lái)分享給大家。
（一）三選一成交法：有時(shí)我們會(huì)遇到顧客看幾雙鞋不知選哪雙好，其實(shí)二選一會(huì)猶豫不決，三選一會(huì)比較傾向中間那一個(gè)，如果你要銷給顧客一件商品，那就在那件產(chǎn)品下面擺一個(gè)更貴的，上面擺一個(gè)便宜的，買貴的感覺(jué)浪費(fèi)，買便宜的感覺(jué)低檔了些。通常顧客都會(huì)選中間那件。
（二）反問(wèn)成交法：優(yōu)先回答他的問(wèn)題一，但同時(shí)要帶上一個(gè)反問(wèn)。當(dāng)你一反問(wèn)，他回答了就等于有成交的機(jī)會(huì)，還有一點(diǎn)很重要，就是感覺(jué)顧客有喜歡的商品的時(shí)候，你一定要走在他前面，請(qǐng)他去試。
大家如果很真誠(chéng)的把這三心適用到我們的銷售工作中，學(xué)會(huì)如何表達(dá)，而且要始終保持微笑，自信，服務(wù)態(tài)度要好，這樣銷售業(yè)績(jī)也會(huì)蒸蒸日上。
以上就是我個(gè)人的心得體會(huì)及總結(jié)，再次謝謝各位領(lǐng)導(dǎo)和同事給我這個(gè)平臺(tái)，讓我們共同成長(zhǎng)。在這里祝愿各位同仁的銷售更上一臺(tái)階，銅鑼灣的明天會(huì)更加輝煌。謝謝大家。
延伸閱讀（英語(yǔ)版）
Dear leaders, dear colleagues,
Good morning, everyone. I am XXX, the manager of the four-storey XXX counter. First of all, I would like to thank your leaders for their cultivation and trust. Let me stand here and share sales service experience with everyone. I hope you can learn something from this sharing process. As a front-line employee, I know deeply that "service" is "heart".
So how can we do a real "mindful service"? My years of experience have told me: "care", "love" and "upward mobility". Today, I will focus on the three "hearts" to share with you. As long as you serve each customer with this mindset, you will become an excellent salesperson, and you will have a lot of friends.
First of all, first, "careful", I mean careful observation. As long as the customers who are shopping are our potential customers, there is demand. The point is whether our observation can accurately detect the customer's needs and stimulate the desire to buy.
When customers enter our counter for the first time, our communication has already begun. We can see some of the highlights from our customers and strike a chord. Hair, dress, temperament, accessories. By means of these tiny observation, we have to open the customer is interested in the topic, pull into the distance with the customer, we win the trust of each other, gradually as the demand of the customers to our sales.
Of course, we must learn to look at them. To learn more about the customers' demands from their behavior and expression. And also can understand the customer's temper and character in the sale. If the character of a crisp customer is generally generous, for such a customer, we should quickly recommend the goods and make a quick deal to save time for him. Also have customers when choosing goods, slow, choose to go to a lot of clothes, hesitated, and generally the customer belongs to a submissive personality traits, independence, for this kind of customers, we must have patience, carefully choose the product for its, and appropriately explained, led him to make a purchase decision.
Second, we should have a caring heart, "love". Caring for others is loving yourself. As long as you don't ask for anything in return, one day, when you most need help, he will lend a helping hand and get an unexpected surprise. One day at noon, not many customers, a girl walked into our counter and I greeted her warmly. But she's always avoiding something. After careful attention, she found that her face had burn marks on her neck. Through simple communication, I learned that she was accidentally burned by fire and wanted to buy a dress to see the doctor. I suggest that she choose cotton with a zip-top hat. Because the hoodie is ok, block holds off the scars, convenient to see the doctor when take off, because the burn heavier, try on action cannot too big, and considering the fitting room is small, afraid to touch her wounds, I try to rely on, and encouraged her don't be afraid, will be better. Perhaps she was moved by my words and actions, and with my help, she chose several clothes, finally settled on three, and after paying the payment, she thanked her and left. Now think about it, it's very emotional, people really need to help each other. Caring is the most beautiful language. It helps others to be happy and to be happy.
Third, we should have a "upward mobility". ShouHua said: "how" keep good men company, and listen to good staff sales experience more, many take part in different kinds of training, to try all kinds of sales skills, adopt different ways of speaking, looking for one of the most suitable for their own marketing model, and apply to the job, you will find sales actually very simple, I do sales work has nine years, I finally clinch a deal the I think the most practical and most effective way to share with everyone.
(a) three clinch a deal to choose a method: sometimes we will meet the customer a few pairs of shoes I do not know to choose which double good, actually choose a moment hesitate, choose three moment is tend to be the one among them, if you want to pin a product for the customer, it is in the place of a more expensive product below, it is a cheap, buy a waste of your feelings, buy cheap feeling low. Usually the customer chooses the middle one.
(2) the transaction method: first, answer his question first, but take a rhetorical question at the same time. When you ask, he answers, it's the chance to make a deal, and it's important that you walk in front of him and ask him to try it.
If everyone very sincere heart of this three applicable to our sales work, learn how to express, and always keep smile, confident, service attitude is better, such sales will be booming.
Above is my personal experience and summary, thanks again for leaders and colleagues to give me this platform, let us grow together. Here I wish you all the sales of a higher step, and the future of causeway bay will be more splendid tomorrow. Thank you.