More marketing dry goods are available in medicine
Professional knowledge is important in store shopping guides, but as store staff, pharmacy service personnel, and pharmacy people who provide real services to customers, it is not enough to have professional knowledge when communicating with customers, but also to use a variety of skills, the most important of which is non-verbal expression.
Customers are often only in the store for a few minutes, some only a dozen seconds, in such a short time, how to convince customers and win their trust?Words and expertise alone are not enough, we need to use our bodies, eyes, images, etc. to convey emotions and credibility that are richer than words.
1. Put your arms in front of your chest.
It's a subtext that rejects the customer, and it seems conceited enough to come close to them for more communication.
2. Clasp your hands behind your back.
This posture tells the customer that you don't care about him or her, that you don't care, and that the result is that the customer won't care about you either.
3. Put your hands in your pockets.
Most of the pharmacy people wear long coats with several pockets, and some colleagues like to put their hands in the two pockets under the coat when shopping guides. In fact, this is hiding yourself, indicating that you don't want to be friends with the customer in front of you, so is the original intention of providing warm tips when we guide shopping still makes sense?
4. The white coat has become a black coat.
In reality, the pharmacy people shuttle through the shelves every day, and once or twice a week they place goods, lying on the counter to write, clean, maintain goods, etc., our white coats will turn into black coats in about three days, even if they are dirty in other colors. This "image" means that our professionalism is also questionable to our customers.
5. Interrogative tone.
Our "inquiry steps" sometimes become "interrogation steps" in the store, and customers tremble, really feeling that the pharmacy is "different", but that "majesty" will also "scare" customers.
Similarly, when talking to the shelves, the clerk feels that he is relaxing, but in fact he has no confidence or does not care about the customerThere are also overly individual decorations, looking at mobile phones and chatting with customers, etc., these body language deviate from the norms of etiquette and also show that customers are not valued enough.
1. Open-ended body language.
When communicating with customers, we need to open ourselves up and smile naturally and greet customers like friends. Don't clench your fists or cross your hands in front of you, and only use your hands over your lower abdomen when waiting for customers to enter the store, and don't do that during communication. Hands can be stacked naturally with palms up, or the medicine can be presented to the customer.
When we show the medicine to the customer, it is better to hold it with one hand and the other hand (especially for oral liquid products), rather than pinching the top half of the medicine box and handing it to the customer and saying, "Oh, this is good!".”
When we want to recommend two drugs to customers together, it is advisable to put them side by side, rather than putting them in front of the customer.
2. Avoid psychological confrontation.
When a customer comes to the store due to an allergy to a certain drug, we need to soothe the customer's emotions by leading the customer to a quieter place in the second half, or to the information desk. When sitting down, it's best to sit to the right or left of the customer, not across from the customer, because sitting across from the customer means you're negotiating with the customer.
This should also be noted when shopping guides. When talking to customers, try to stand on the same side of the customer, if it is inconvenient to come out of the prescription counter, you should also avoid standing directly opposite the customer, but should stand at a slightly oblique angle, which not only avoids psychological confrontation, but also does not block the customer from looking at the corresponding prescription drug information, such as price tags or other products next to it.
3. Literate performance of empathy.
Customers enter the store with different illnesses and different psychological states, but in general, they are all worried. When a customer complains of their discomfort, we need to show that we can truly understand their pain through our facial expressions and responses, and such "expression" will be quickly recognized by the customer. Because its essence is empathy, and this is also a high level of sales.
There is still a lot of body language that can be used in shopping guides, and we can usually pay more attention to it, ponder more, and find the most suitable way for ourselves. In fact, doing so is also to continuously improve their sales ability and personal charm.
From a marketing point of view, the customer experience in sales is multi-faceted, in addition to the store language, a good corporate image and the three-dimensional expression of employees will make the pharmacy appear more core competitiveness.