More marketing dry goods are available in medicine
Towards the end of the year, the busiest time for pharmacies has arrived. Various marketing activities such as year-end promotions, point exchanges, and New Year's festivals have emerged one after another, and the passenger flow has also increased greatly, with sales, customer unit price, number of customers, customer quality, gross profit margin, and gross profit ......These data are also being talked about more often.
And today I would like to remind everyone that while paying attention to sales data, we need to pay more attention to the service quality of stores.
In order to give customers a better shopping experience as much as possible, in addition to having standard service language and actions, I would like to give you some suggestions here:
1. There must be a welcome post at the entrance of the store, even if it cannot be set up specially, it must stand at the door to ensure that customers can be greeted and greeted at the first time, and do not stand still when they can greet them outside the door.
2. No matter what medicine the customer asks, you can't just say "no", so that the customer will turn around and leave, leaving the impression that there is nothing in the store, and it will also end the relationship between you and the customer.
It is recommended to take the customer to the counter of the product, and the counter does not check the store inventory, the inventory of the surrounding stores, and the inventory of the headquarters according to the steps. If there is still none, give the merchant ** in front of the customer, and keep the customer ** as much as possible. Finally, you can try to replace it without hurting the customer. In this way, even if the customer's needs are not met, a good impression will be made.
3. When customers enter the door, everyone should greet them, and their voices should rise, and a sentence of "hello customer" can make customers feel comfortable.
4. Do not intercept the first demand of customers, if you take the initiative to recommend, the first recommendation must be clearly marked on the instructions for symptomatic drugs, and then carry out joint and course of medication without hurting customers.
5. There should be actions before selling medicine, for example: customers say that their heads hurt, their throats should be touched, their shoulders should be rubbed, and they should communicate with customers as much as possible, and appropriately increase some reasonable physical contact, so that customers will feel more cordial.
6. Do not be treated differently because of the drug**, variety, priority purchased by the customer, or because the recommended drug is not purchased, and you need to keep a warm smile.
7. If the customer wants to take a look casually by himself, don't disturb him, and do his own thing at a distance of about 5 meters from him.
8. When the customer checks out, the cashier should first say hello, then ask for the membership card, and finally make a one-sentence sale. Money and goods must be counted in person.
9. Before bidding farewell to customers, there should be a warm entrustment, even if the customer does not make a deal, the warm entrustment can not be less, which can reflect the thoughtfulness of the service.
10. When bidding farewell to customers, you can send as far as you can, so that customers are comfortable and you can learn more about customers.
11. The real service starts from the moment the sales ends, and often calls the customer **, asks the customer about the medication, physical condition, etc., instead of waiting until the event to think of him.
12. Give customers some small surprises, such as a cup of tea in the store, and a small gift ...... for birthdays and New Year'sBut don't do these things just for the sake of selling.
In short, there are many year-end activities and passenger flows, and while focusing on sales, we need to pay more attention to the customer experience. This requires close cooperation between the headquarters and stores.