1. Tiger type (Dominance), also called dominance type

Characteristics: confident, strong, decisive, hates others wasting their time, hates being with idiots, Easily impatient

Speech style: Smooth, short, powerful, direct to the point

For a typical tiger-type guest, your role is "an effective subordinate":< /p>

1. Don’t waste his time, speak concisely, clearly and transparently

2. Don’t be too affectionate, don’t act silly or naive

3. Don't give him pointers, but give him some complimentary suggestions.

4. Compromise at the right time, agree at the right time

2. Peacock type (Extroversion)

Characteristics: outgoing, enthusiastic, easy to make friends, like Chatting, good at establishing interpersonal relationships, compassionate, enthusiastic, spendthrift, and gossip.

How you speak: exaggerated, cadenced, and talkative

For typical peacock-shaped guests, your role is "a good mentor and friend who can speak well":

·Be prepared to chat with him about everyday things

·Speak enthusiastically, and be affectionate and complimentary like an old friend

·Give him some advice like a teacher or professional< /p>

·Give him some small sweeteners

3. Koala type (Patience type Pace/Patience)

Characteristics: Be steady and strong in planning , calm temperament, not active, submissive, patient, not very confident

How to say it: steady, not proactive, no strength, lack of direction

For koala-type guests, you His role is "a methodical and unassuming boss"

·Guide him to speak and ask questions

·Give him shopping and matching suggestions

·Give him some in-store Timely and planned notifications of new releases, discounts, etc.

4. Owl Type (Precise Conformity)

Characteristics: The best quality guarantor, traditional and conservative, Strong analytical skills, high precision, critical, and often do bad things with good intentions. Personality is more sincere and turtle-haired.

Speech style: Smooth, likes to be picky about details, often unable to express his original meaning

Owl-like guests are also the most difficult to serve among all personalities. For such guests , your role is "a rigorous partner who pursues excellence"

·Answer all the questions he raises clearly and completely

·Dispel his doubts with a professional attitude and tone< /p>

·Give them some selective suggestions

·If the product quality does not satisfy you, I suggest you recommend a better quality product or be prepared to return or exchange the product.

Below, I use the same case to analyze the performance of these four customers and give solutions.

Case:

Suppose you sell a dress in your store, but the customer thinks it is expensive, but you do not bargain on price.

I will now analyze the reactions of the four personality types of guests, how to deal with them, and how to retain (or leave a good impression)

Question: Can it be cheaper if it is expensive? Order it?

Tiger’s performance: I think this maternity skirt from your house is too expensive. Make it cheaper. (Typically self-aware and concise)

To Tiger: Yes, the price is indeed not cheap on Taobao, but in terms of the quality of the skirt itself, it is very good and cost-effective. We are also pursuing Excellent value for money. (First agree with Tiger’s point of view, and then tactfully refute him, so that he can easily accept it.

Tiger knows what he wants best, so don’t be smart and give him advice, don’t make a hard sell. If it doesn’t work this time, give everyone a way out. You left a good impression and maybe he will think of you next time)

< p>Peacock's performance: I really like this skirt, and the color is nice, but I think the price is a bit expensive. Can I get a discount or something, hehe... (Peacock always likes to say a lot )

To Peacock: I’m sorry, the profits of small stores are very low, and they usually don’t bargain. The quality of this skirt is really good, and the price is well worth it. In fact, it is Very cost effective. Let’s do this. If you buy this dress, I can give you a small gift~ (Peacock, who is outgoing and gossipy, likes to chat with people the most. Don’t rush to end the topic this time. Continue chatting with him and give Peacock some small gifts. Sweetness, leaving a warm and good impression on the peacock)

Koala’s performance: This maternity skirt is good, but a bit expensive (koalas are timid, not very opinionated, and usually don’t To buy or not to buy)

To Koala: The material of this skirt is good, the cut is also good, and the overall look is very good. For the price, it's well worth it, and the feedback from other buyers has been good. If you think it’s expensive, you might as well take a look at this skirt. This one is cheaper and of good quality. Now you can buy two pieces together to get a discount (Koala is actually not very opinionated. At this time, you can move out Other buyers’ testimonials, and give him some suggestions and guidance)

Owl’s performance: As for the color of the skirt, it’s not bad, but I’m worried about the color difference. I don’t know if the upper body will look good. I can't see the quality of your clothes. I don't know if they are really that good and worth the price. If the quality is not good, can I return it? (I thought about returning it before I bought it. I made a lot of nitpicks and finally mentioned the price issue, but I already offended everyone with the clothes. This is a typical owl )

To Owl: The processing factory of this skirt is a large factory that has worked for big brands for decades. It is very experienced in workmanship and strictly controls the production. The material is also of high quality, made of 100% cotton, and the tailoring is very good. The overall effect is also very good, and it is suitable for various occasions. I believe it will be a quality item that will satisfy you. (Owls are not as strong as tigers. They are just more furry and like to pick holes, so the most important thing is to be as professional as possible and speak the truth so that they can find no holes to pick.)