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Jingdong book

图解服务的细节009：摸过顾客的脚，才能卖对鞋

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Jingdong book

图解服务的细节009：摸过顾客的脚，才能卖对鞋

Name: 图解服务的细节009：摸过顾客的脚，才能卖对鞋
Brand: Jingdong book
SKU: 3102001851
Price: 23.96 USD
Availability: OutOfStock

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女鞋卖场可能是百货商场中工作难度大的卖场，因为这个卖场发生鞋子不合脚或者脚疼的几率非常大。我们每个人，每天都在穿鞋，但是我们对鞋子的了解到底有多少呢？“刚穿的时候有点疼，穿穿就好了”，”买稍大的鞋子脚就不疼了”……有很多人甚至认为，穿新鞋脚疼是理所应当的。日本自1985年创建了“鞋与脚健康协议会”，而本文作者久保田美智子女士就是该组织培养出的日本第一位女性售鞋顾问。售鞋顾问不是简单的鞋子销售人员，而是“鞋与脚的医生”。作者将自己36年的鞋子销售经验在《图解服务的细节009：摸过顾客的脚，才能卖对鞋》中倾囊而出：鞋子卖场应该实行跪式服务、通过顾客的手，了解顾客的脚、鞋子卖场要准备全身镜、三种脚型适合不同的鞋型、观察顾客的7个要点……作为国内针对鞋子卖场销售的第一本书，《图解服务的细节009：摸过顾客的脚，才能卖对鞋》绝对能给鞋子销售人员，乃至任何产品的销售人员震撼性的教育和启示。灵活加以运用，一定能带给顾客空前的满意服务，大大提高卖场的销售额。

Content Description

《图解服务的细节009：摸过顾客的脚，才能卖对鞋》是由日本首位女性售鞋顾问根据自己积累了三十六年的工作经验和知识编辑而成的。《图解服务的细节009：摸过顾客的脚，才能卖对鞋》简洁明了，共分五章。各篇章围绕“给予顾客三项满足”（对购物过程的满足、对所购商品的满足、对所购商品引以为傲并想再次购买的满足）为中心，以售鞋服务行业为例，将店员为顾客服务的过程中需具备的诸多要点总结了出来。这本书虽然针对的是鞋子卖场的销售，但是其中的很多道理也同样适用于其他商品的卖场，服务的成功经验是相通的。书中浓缩了作者职业生涯的全部经验，很多来自作者实践的事例，生动有趣。能够为从事销售服务工作的人员提供参考和帮助。
日本经济经过高速发展，社会很快向以服务业为代表的第三产业进化。对于目前尚处于发展中国家行列的中国来说，日本服务行业的经验给我们现今以及未来在服务行业领域的发展提供了很好的借鉴

Author Description

久保田美智子，1965年进入西武百货商店。1973年被分配到池袋店女鞋卖场，其卓越的接待顾客能力备受好评，担任销售专家以及管理职位。1985年成为日本首位女性售鞋顾问（FHA认定），后又取得售鞋学士学位、足部护理高级资格（德国的足部护理资格）；开设百货商店第一家足部护理室；2003年退休后，以“店员工作开心，顾客购物愉快”为理念，积极开展鞋类卖场的店员培训和演讲。

Catalogue

前言给予顾客“三项满足”
第1章欢迎来到我的卖场
有多少名顾客就有多少本“待客指南”
对鞋子了解甚少的我们
工作难度最大的卖场
寻找理想的鞋
“共鸣”——接待顾客的第一步
感谢您的光临
不怂恿，不奉承，只说该说的话
跪式服务才是待客之道
不能一开口就问顾客的尺码
以自己的脚为标准，了解鞋的信息
指导性销售是待客的基础
一动一静——两种接待顾客的方式

第2章从迎来到送往
边扫除边思考：这双鞋适合什么样的顾客
认真观察，了解顾客喜好
根据手的情况，推测脚的大小
开口说话的时机和站立的位置
分三次与顾客打招呼的原因
抓住顾客心理的接近谈话术
通过与顾客产生共鸣来了解顾客的需求
售鞋顾问如何为顾客测量
从测量用纸读取脚的信息
去库房取鞋时
试穿时的七个要点
镜子会说出顾客的心声
一定要将鞋子的缺点告诉顾客
送别是新的开始

第3章不同场合的待客能力
注重款式的顾客
并不打算购物的顾客和年轻的顾客
店方不想接待的顾客
越忙的时候越要周到
接待团体顾客有诀窍
接待拥有纤细美足的顾客要从赞美开始
从经验中学到的足部护理知识
医生束手无策，店员游刃有余
顾客教给我待客的本质
接待老年顾客
使用调节用品的情况
不仅是店员，更是先踏入社会的“前辈”
帮助顾客挑选搭配礼服的鞋
进口鞋不合脚怎么办
在喜事、法事场合穿的鞋应该如何选择

第4章我眼中的专业人士
只有获得顾客的认可，才能称得上是专家
与顾客交流的乐趣胜过销售商品
店员工作开心，顾客购物舒心
调动自己的积极性
职场交流
粗鲁的店员招来粗鲁的顾客
对自己负责
对待投诉，最初的处理方式是关键
“黑名单”里的顾客

第5章以理想的卖场为目标
什么样的卖场容易招揽顾客
吸引顾客眼球的展品
日本独特的店面装修方式
从女性的视角考虑
不断变化的销售体系
大甩卖时出售的鞋
采购的视角
陪同顾客购买衣服和饰品
后记选择销售工作的“三个喜欢”

Book Abstract

认真观察，了解顾客喜好
扫除和早会结束以后，就到了开店时间。
一旦有顾客进门，店员无论正在干什么，都要停手，身体朝向顾客，注视顾客的眼睛，
微笑致意：“欢迎光临。”然后，像要给顾客带路一样，稍微向后移动身体。因为人都有跟着活动的物体行动的习惯，这样做就可以不着痕迹地把顾客带到卖场。
我有一个习惯，从顾客进入卖场的那一瞬间开始观察顾客：大概多大年纪、穿什么色系的衣服、什么样的鞋子、什么样的装扮等等。
从顾客进店的动作也能了解一些信息：风风火火地进来的顾客，大多已经决定了要买什么；相反，慢悠悠进来的顾客，基本上是进来随便看看而已。
对第二种顾客，说过“欢迎光临”之后，再加上一句“请慢慢看”，然后让顾客在店里随便看就可以了。而对那些有购物目的的顾客，则应进入观察阶段，要了解她们的喜好等必要信息。
顾客悠闲地选购商品的时间，对店员来说非常重要。利用这段时间，店员可以仔细观察顾客，为之后的打招呼和接待顾客做好准备。
“观察”的目的是为了了解顾客的喜好和属于哪种类型。可以从顾客的发型和衣着来推测顾客的职业。如果顾客穿着很有女人味的礼服裙，说明顾客是一位温柔端庄的女性。顾客风格和喜好，会体现在她的衣着、发型和首饰等方面。鞋子也是其中的一环。通过上述观察，可以了解顾客对鞋子的喜好。
但是，观察并不是目不转睛地盯着顾客看，要做到不动声色地观察，这一点非常重要。
观察有以下七个要点。
1.感兴趣的商品（注意关联性）。
2.当天穿的鞋子（喜好、保养情况、破损、尺码、是否合脚等）。
3.当天的服饰（休闲、优雅、运动等）。
4.发型（头发颜色、长、短、直、卷等）。
5.工作情况（来店时间、背景等）。
6.肢体语言（性格、购买意愿、偏好等）。
7.年龄（肤色、光泽、皱纹、丰满度、体态等）。
例如，通过第2点“当天穿的鞋子”，除了可以推测出顾客对鞋子的喜好之外，还可以看出顾客是不是一个经常保养鞋子的人以及鞋子尺寸。而从第3点中，既可以了解顾客的着装倾向，也可以观察出其他很多信息。如果顾客穿着简洁的套装，那么鞋子也应该喜欢简洁大方的，所以应该推荐这种款式的鞋；如果顾客穿着腰身带松紧的衣服，那么应该不会喜欢太紧的鞋，所以应该推荐宽松款式的鞋。如果顾客佩戴着款式讲究的饰品，可以想象，这位顾客对其他东西也是很讲究的。
根据手的情况，推测脚的大小
从顾客的手也可以了解到很多信息。
手和脚的形状很相似。手如果是丰满型，脚也是丰满型；手如果是纤细型，脚也是纤细型；手如果长得结实，脚也很结实。所以，可以推测一下，如果顾客脚长得比较结实的话，鞋的材质即使稍硬点也不怕，可以向顾客推荐这样的鞋子；反之，如果顾客的手娇嫩纤细的话，脚也比较容易受伤，所以选鞋一定要慎重。
另外，通过顾客的手，还可以推测一下适合的鞋子材质。皮肤健康的顾客，鞋的材质稍硬点也没问题，但是皮肤娇嫩敏感的顾客，则一定要避开这样的材质。
在卖鞋过程中，要想正确认识顾客的脚，必须先了解脚的形状。脚的形状分为三种：埃及型、希腊型和方型。埃及型的脚大脚趾最长，希腊型的脚第二个脚趾（手的食指）比大脚趾长，方型脚脚趾长度都差不多，整体呈方形。
不同的脚型要穿不同的鞋。埃及型脚的人可以穿自然的斜头鞋或者圆头鞋，希腊型脚的人可以穿鞋头长、整体纤细的尖头鞋，方型脚的人可以穿方头鞋或者莫卡辛鞋——这样的鞋头比较宽的鞋。
就这样，观察结束，做好了跟顾客打招呼的准备，接下来就可以接近顾客了。事实上，对店员来说，接近顾客应该是最难的吧。
……

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