How To Receive Indecisive Customers

In the daily shopping process, consumers are often indecisive about the choice of commodities, but they cannot decide when they choose.

In the drug retailing industry, customers are more obvious when purchasing drugs.

For drugs with similar indications, they often hesitate and do not know how to choose. Such customers are hesitant customers.

Case 1:

A middle-aged female customer came to the drugstore to buy eye drops. After a while, she asked the clerk to take this kind of, and then took the kind, the clerk asked her symptoms, and the customer only said he had to consider it himself.

But later on, another eye drops were interested.

For a moment, six or seven different types of eye drops have been placed on the counter.

This is a good look. It's also an advertising product. Which one should I choose?

The customer could not make a decision at the moment, so he had to say to the shop assistant, "excuse me, I'll look at it again."

The clerk looked impatiently at his indecision and said, "almost all the manufacturers are different."

Customers listen and turn away empty handed.

Analysis: middle-aged women are always willing to compare several different products when they buy goods. Even if they are the same goods, different manufacturers should also look at them repeatedly. For our drugstore staff, they should be patient and considerate when they receive such customers.

It should even take the initiative to produce several kinds of medicine, ask customers to compare and choose, give their opinions at the critical time to satisfy their desire for purchase, and more importantly, let the customers feel respected. Despite repeated choices, they should not be impatient to say "all the same" or "no comparison" and other dissatisfaction with customers, causing customers to be unhappy or even to give up the purchase.

Case two:

A great uncle studied for half a day before coughing on the shelf. After comparing it for several days, he finally picked up several drugs that were more pleasing to the eye, and asked the clerk what kind of medicine was better.

At this time, the clerk found that one of them was the company's main push varieties, and then he pointed to it with great care: "this is good."

Grandpa said with suspicion, "I think this is a good advertisement recently, and it is a celebrity endorsement, and the effect should be good."

The clerk immediately echoed, "yes, this is pretty good too!"

The uncle pointed to one of them and said, "this is syrup. It's very convenient to take, and it's an old brand. It should be fine."

The clerk immediately nodded and said, "it is..."

Because of repeated questions, there was no definite answer, and the uncle lost his ability to choose. Finally, he had to put down the medicine and said to the clerk, "when the doctor prescribes, I'll buy it again..."

Analysis: elderly buyers when buying goods, psychological instability, no opinion, easy to accept other people's opinions and advertising about, often cautious action choice is slow, suspicious, when listening to the opinions of his staff appear cautious and hesitates, choose drugs slow action, time-consuming.

Sometimes it is possible to stop buying because of hesitation.

When a salesperson receives such a customer, he should not place himself in the position of "staff". He must genuinely think for the customers, respect their opinions and express his views in a relaxed way, which can reduce the doubts of customers and speed up the paction.

Case three

Before the holiday, a migrant worker came home to buy a cold medicine from the drugstore in the Spring Festival. He chose this place before the dazzling shelves. He took this to put it. The clerk looked impatient and said, "what kind of food do you want?

It's been a long time. So many cold medicine is not suitable for you? "

The peasant worker's face blushed, mumbling, "some prices are too expensive.

Is cheap effective? "

The salesperson doesn't have to answer the question: "a price, a good price, a good result, a cheap effect I can't say well."

Analysis: as a drugstore clerk, we should pay attention to strict demands on our behavior. For some special groups, such as workers and peasants, their incomes are relatively low. When purchasing drugs, they are concerned about the price of drugs, and strive for cheap, good and high priced drugs.

Often, this type of consumer group has a higher self-esteem and hopes to be concerned and respected.

When buying drugs, we should be more concerned about them. In the course of communication, we must add names, such as: uncle, uncle, master, and so on, so that they feel that they have been respected.

At this time, most of the drugs introduced by the shop assistants will be accepted.

We can introduce them to some of them at a moderate price and try to match their income.

Let customers really feel "cheap and fine".

Summary: buyers due to age, gender, occupation and so on, and in the purchase process due to the psychological characteristics of individuals, such as indecisive and other phenomena, as the most important point of the drugstore clerk, first of all, should learn to look at the colors, according to their psychological characteristics, the characteristics of consumer demand for goods, as well as the performance of the scene, in terms of service attitude, language and professional knowledge and so on.

We should grasp the psychology of the customers, observe the facial expressions of the customers carefully, speak and behave, take corresponding measures to receive them, and facilitate the smooth paction of the commodities.

And leave a better image for customers.