Last month, I organized a sales scenario drill during the training for Boss Electrical Appliances. All the scenarios for the drill came from questions written to me by the students. The drill was well received by the students. One of the drills includes a set of situational content: What should you do when a customer tells you that the price online is cheaper? This question suddenly resonated with everyone, and everyone started discussing this issue one after another. Because every physical store is being impacted by the mobile Internet, customers say that it is cheaper online, and everyone is looking for answers. Method.
Regarding this issue, we have collected some students’ ideas and practices and now share them with everyone, hoping that they can serve as a starting point.
In response to this situation, we must understand which model the customer is talking about because some companies usually distinguish products sold online from offline products. Although the products may look similar, they may have different functions. There is a big difference.
All companies are divided into mountain products and valley products in terms of product management. Generally, valley products sold on the Internet are usually products that are no longer sold or controlled offline. Real mountain products still need to come offline. Experience and purchase.
To answer this question, you need to understand the Internet and e-commerce. Suning.com advocates the same price online and offline. That is to say, the price of large e-commerce platforms is not much cheaper than offline. So if customers say that online is more When it comes to cheapness, we need to ask on which website we saw the price. Even if customers must buy online, they should go to big websites such as Dangdang.com, JD.com, and Tmall to compare prices. There are two advantages to doing this. One is that the big e-commerce companies have quality assurance. The other is that the prices of the big e-commerce companies are not much cheaper than ours.
When purchasing products online, one is worried that the photos do not match the actual products, and the other is worried about transportation issues. Transportation problems will involve two situations. One is that the product is likely to be damaged during transportation. Some damage is visible and some is invisible because logistics companies make money from speed, unlike what we provide. It is a professional delivery and installation team. Second, some logistics companies will change hands midway or even not deliver the goods to your door, but will deliver them to your city for you to pick up.
Since the installation of home appliances and home building materials usually takes into account the overall progress of the home decoration and the compatibility with other products, customers are required to go to the store to choose the product, otherwise there will be problems with the size selection or in the Mismatch with other products during the installation process will also cause certain losses.
Finally, when purchasing products in the store, you can have a communication process with the store clerk. After all, many customers have no purchasing experience when buying products such as home appliances. At the same time, the store clerk can also introduce customers to some sellers of other products in other categories. Help customers save money.
The advent of the mobile Internet era has made many store clerks feel that sales are becoming more and more difficult. My view on this is to keep up with the times and keep up with the times. Those who don’t understand e-commerce and don’t agree with it have no development opportunities. Those who completely slander e-commerce have even more no development opportunities. In the face of e-commerce, as long as we keep a clear mind and leverage e-commerce offline physical stores, there is also much potential.
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