Chapter 255: The Meaning of Sales

Yang Limin began to explain to Mulan, and Wang Dashan and Zhang Kui were also listening, they also wanted to hear what kind of store Yang Limin wanted to make.

"The concept of sales is an organizational function and process that creates, communicates and transmits value to customers, and manages customer relationships for the benefit of the organization and its stakeholders. Selling is the process of introducing the benefits offered by a product to meet a customer's specific needs. Commodities of course include tangible goods and their accompanying intangible services, and satisfying a customer's specific needs means that the customer's specific desires are satisfied, or the customer's specific problems are solved. The only way to meet this specific need of the customer is the special benefits provided by the product. ”

"A lot of people think that if they sell something soon, as long as they can sell it, how can they sell it differently, but it's actually a big difference. For example, two people are selling cloth, and they both take the same piece of cloth, and one of them introduces it to the person seriously, and people happily pay for it, while the other person forces one person to pay for the cloth and take it away, both of which sell the cloth, and the money is put together, do you say there is a difference?"

The three of them laughed, and Wang Dashan said: "Of course it's different, if you sell something, how can you force it to buy and sell, it must be voluntary." ”

Yang Limin nodded and said: "Uncle Wang is right, the first point is to let customers buy voluntarily, and it is absolutely impossible to force buying and selling, which is the key point of opening a store and doing business." It's not that I'm playing tricks, it's not uncommon. ”

The three of them also thought about it, and indeed there are some places where these things really exist, holding goods, strange goods, and monopolies, isn't that it. The expressions are also a little serious.

"'Creating, communicating and delivering value to customers, and managing customer relationships', this is just over, how to understand this sentence, it is definitely not a simple customer to ask for a pair of shoes, I throw a pair on the counter, love or not. To 'deliver value to the customer,' that is, to give the customer what he needs, and he asks for 38 yards, and you give him 40 yards, does that work for him? Obviously it doesn't work. ”

"Also, what does it mean to 'manage customer relations'? It is to maintain a good sales relationship with customers, so that they will become our repeat customers and come back again. We also buy things ourselves, if there are several stores that sell the same kind of things, we always have a certain one that we like to go to, what is the reason? Regardless of the distance, the most important thing to care about is the few aspects, one is the price, the second is the degree of completeness of the goods, and the third is the attitude. What do you think?"

Yang Limin didn't keep saying it, the second is to leave enough time for the three of them to think and digest, especially Mulan, he is responsible for personnel training, she can't figure it out, and the quality of the trained employees can be imagined at that time.

Mulan thought for a while, and said with some understanding: "Manager Yang, I understand, that is, on the basis of normal operation, in the process of selling goods, we must communicate cordially with customers, so that customers feel that our store is better than other places, and they are willing to buy again, isn't that the case." ”

Yang Limin nodded in appreciation: "Yes, but I want to remind you that it is not a sale, but a sale." Selling goods means paying to take the goods and leaving, then it's over, but sales are different, and there is also a sales process to make customers satisfied, happy, and after-sales service. This is a process, not a short period of time. Anyway, I'm very disgusted, so in my store, this kind of thing is absolutely not allowed, the customer is the owner of the money, and the salesperson is called a waiter or a clerk in our place, which is absolutely for the purpose of service, not just on the top, giving people a face all day long, or pulling down a face when they are in a bad mood, and who to show it, I will not allow such people to exist in my store. ”

Yang Limin turned back to the very serious old Wang Dashan and said: "Uncle Wang, you have to remember this, if I find out, I will not only deal with the clerk and the person in charge of the store, you will definitely not be able to escape the responsibility." ”

Wang Dashan was still a little disapproving, but after seeing Yang Limin's expression, he also understood that Yang Limin was definitely not joking, although he disagreed a little in his heart, but thinking of the attitude of the people in the state-run store, thinking about it with himself, he also felt that Yang Limin was right, the clerk should have a better attitude.

Yang Limin remembered: "Let me explain one more point, the phrase 'meeting the specific needs of customers' just mentioned is true, but you should not understand it wrong, the customer needs we meet are within the scope of our business, and we absolutely do not provide things outside the scope of business, this is a requirement, but also a regulation, not a joke."

Maybe you don't think that's what it was now? But there may be some special circumstances, for example, someone thinks which clerk in the store is beautiful, has bad intentions, says to buy a pair of shoes, or a lot, but to send it to where and where, or to ask the clerk when to send it to him, and to accompany him to where to send something, I now make it clear, what we do store sales, not a full range of services, all business activities are only limited to the store, can be dealed, can not be dealed, forget it, absolutely not for the sake of economic benefits out of any safety accidents or other things。 If a person decides to do so on his own, he will be solely responsible for the consequences. This should be clearly stated, everyone should be informed, and a letter of guarantee should be signed, and family members should sign to indicate that they are aware. ”

"You may think this is a bit alarmist, but I can solemnly explain that this is definitely not nonsense, this kind of thing is possible. There will also be people who love vanity and throw hugs to some rich or powerful people, after all, there are many people, each with their own thoughts, and they have to guard against it. ”

But as soon as these words came out, Yang Limin suddenly saw that Mulan's face immediately became ugly, and Yang Limin instantly regretted it, he didn't mean to target anyone, but these things are very likely to happen, so he must say it now, let them know the seriousness of the accident, but he doesn't want to hurt Mulan by mistake.

"Mo Lan, I'm sorry, I forgot that you are a girl, but these things I said are likely to appear in the clerk, say it, you must make it clear when you train, and Uncle Wang, managing the store is not only about the safety of the store and goods and sales performance, but also the safety of personnel. ”