New Zealand Women's Clothing [Understanding VIP Management] 14 core lifebloods maintained by the clothing store VIP

VIP maintenance method

1. Remember that the value of a VIP is far more than her consumption of the current brand, but that she is most likely a peer of your career.

2. Treat her as her family and friends. Accepting her shortcomings, zooming in on her strengths, and loving her and those who walk with her.

3, the gradual deepening of non-sale topics, SMS greetings are essential.

4, to understand the consumer's consumption situation and evaluation of other brands, and the future purchase trends, positive feedback to superiors, to find a breakthrough.

5. Within one week after each sale, visit the customer and explain again the maintenance method, matching scheme and problem consultation of the purchased product.

6. Emphasizes one-to-one service. Your own VIP tries its best to receive it. It guarantees continuity of service. But colleagues need to be familiar with.

7. After the customer purchases three times, it can begin to be divided according to its consumption unit quantity, consumption frequency, type of purchased goods, price sensitivity, purchase style, etc. (new cargo type, promotional type, batch type, multiple type, single item type , high-priced, casual style, etc.), sorting and combining, reasonable arrangements for renewal and reception time.

8. At the end of each month, the VIP list (name + date of birth) for the next month's birthday will be printed in the warehouse. All members will be familiar with it, and everyone will congratulate the guests on arrival and prepare a birthday gift program.

9. Make a daily study of VIP information as a required course to learn about the customer's information (especially the purchased items); pay attention to their clothes, praising our clothes, and asking why they are not wearing them (ready to cope with the plan). And before buying a dressing experience.

10. Analyze the customer's single shopping representation to the vertical continuity consumption trajectory analysis from a horizontal perspective; be familiar with the customer's “closet” component (purchased goods and other brand products), and effectively complement the “closet”.

11, marginal guests also need to spend the same energy to understand, especially the type of promotion, she is a powerful source of our sales.

12. Promote yourself to your guests and become true friends.

13, ABC VIP different maintenance objectives, individual customers for the promotion of the base, medium-sized VIP is the basis for the promotion of passengers, heavy VIP upgrade double. Medium-sized development and deep digging are the key points.

14. Each time after sales, it is necessary to update its file information, collect and analyze the data once a month, report it as the monthly content of the shop, and provide company decision-making promotion (VIP analysis project—basic volume, new volume, new and old VIP consumption. Comparisons, frequency of purchases, single purchases, trends in purchased categories, unit price levels for purchased categories, time spent on each purchase, changes in guests' body shape, changes in attributes, differences in consumption across age groups, contribution rates, dead card rates, etc.).