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【www.cnmengfu.com--销售合同】
零售药店作为销售关乎顾客健康的商品，他的一句话销售更应该含有专业、有亲和力、有爱心、有承诺的措辞，才能更有说服力以下是中国文库-教育资源网分享药店销售话术，希望能帮助到大家!
药店销售话术
顾客：经常来你这买，给便宜点!
老顾客是一个企业成功的关键，一个老顾客为企业创造的价值，是新顾客的4倍!所以千万别得罪老顾客，当老顾客提出优惠的时候，我们不能直接拒绝，有些销售会说“我们这是明码标价!您是老顾客更应该知道这里不能优惠!”直接干脆回绝老顾客!如果这样说，也许他下次就成了别的门店的“新顾客”!
如何应对?
老顾客要的是面子，其实他并不在乎优惠那点钱，他要的只是与新顾客的“与众不同”!首先得让老顾客感觉到你的诚意：“感谢您一直以来对我们店的照顾，能和您做买卖我们非常荣幸!由于我没这么大的权利，最近店内有些精美的赠品，数量稀少，我给您申请一个，您看如何?”
顾客：我再看看吧!
亮点、亮点、亮点，重要的事情说三遍!顾客没看到产品的亮点，也没看到这家店与其他家店的区别。
如何应对?
1、人无我有;
2、人不愿做，我愿做;
3、我比别人优秀;
4、高附加值。
顾客：能再便宜点吗?
顾客要求降价，如果直接回绝，那么顾客肯定会扭头就走!因为他觉得这个手机不值这点钱，我们要做的就是：让顾客觉得产品值这些钱!
如何应对?
1、分期算法
“这款产品2999元，用三年的话，合一天2块多，性价比太高了!”
2、以少代多
顾客要求降价时，往往会听到销售说“请朋友吃顿饭的事儿”!大错特错!一顿饭就会让顾客感觉缺少了什么，可以换一种说法““就当多请朋友吃顿饭啦”，把顾客的焦点瞬间由少转到多!
顾客：质量有问题吗?
一些销售面对这个问题会直接答“我们质量不会有问题的，我们是大品牌，全国都有门店……”但是顾客问出第二句话的时候：“万一有问题怎么办?”不少销售就接不下去了。
如何应对?
销售可以先问顾客：“您以前是不是有买过质量不是很好的啊?”顾客一般会说：“有。”销售则可追问一句：“是哪款啊?”顾客往往就会开始诉苦了：“我以前买过XX品牌的，怎么怎么样。”若说“没有“，则应该先夸顾客，然后说自己的事情：“您真是太幸运了，我遇到过这样的情况，怎么怎么样。”说的时候一定要带上感情。
最后再说：“所以我现在很注重质量问题，因为我自己本身也是消费者，我也用高质量的，在这个门店做销售，不到其它门店做销售，就是因为这里的质量好。”
顾客：你们老板认识我，便宜点!
说这句话的99%不认识老板，最多跟老板有一面之缘。所以对待不认识或者说认识老板的人，不要当面揭穿，而是把面子给她，从侧面拒绝降价。
如何应对?
“很荣幸能接待我们老板的朋友”， 只是目前生意状况一般，您来我们店里这件事，我一定告诉我们老板，让我们老板对您表示感谢!”。
药店销售话术
专业型
员工，要了解最基本的常见病的病因、疾病的显性与隐性表现、疾病的发展及预后;要了解常用药品的适应症或功能主治、不良反应、禁忌、服用方法等。
需要强调的是：要达到这种效果，需要药店专业人士在日常销售中通过对疾病与药品的了解积累提炼总结。
实战一
顾客购买小儿氨酚黄那敏来治疗孩子感冒，我们知道大多数的感冒由病毒引起，那么此时我们就要和顾客讲：感冒大多是病毒引起的，给孩子吃感冒药一定要含有抗病毒成分，效果才最好!
简评：此一句话营销里面要求员工对疾病病因了解、销售的药品成分及功能的`掌握。这里面的一句话就可能达成含抗病毒成分金刚烷胺的复方氨酚烷胺药物的销售，或者可以达成顾客同时购买抗病毒的中西药产品销售。
实战二
一位老年人来购买维U颠茄铝胶囊，我们知道该药其中的不良反应之一是易引起便秘;而部分老年人是便秘的易发人群;我们采用的一句话方式是：大妈您大便情况怎么样?无非三种情况——干燥、正常、大便不成形;设若是前两种，我们即可提示顾客：您不要吃这个药啦，它会……您最好用……
简评：此一句话销售里面要求了解了药物的不良反应与顾客显性疾病表现外的大便的隐性表现而使用。
实战三
一位患有带状疱疹的顾客来买阿昔洛韦片，具备药学常识的店长店员都应该知道“带状疱疹的并发症是神经痛与疱疹愈后的可能后遗神经痛”，因此，不妨跟顾客说：“您一定要吃些VB，可以最大程度减轻疼痛和将来的后遗神经痛。”
简评：此一句话需要了解顾客并发症和可能的愈后情况。
亲和力型
实战一
熟悉的顾客一进门，店长店员就最好的打招呼方式就是：“您好张大爷，最近怎么样……”
简评：这种接待顾客的招呼声，会制造和谐融洽的销售沟通氛围，同时会给我们的顾客制造将来更大的回头几率，甚至于转客户的介绍!当然这需要我们的销售员工平时下些许功夫来记住一些常客的信息，诸如姓名、生日、家庭住址等信息。
承诺暗示型
这个话术，是在了解了顾客疾病表现和药品性能后，为了推荐目标商品而针对犹豫不决型顾客使用。
实战一
“您就用这个外用洗液吧，用上以后您的瘙痒绝对会减轻的!”
简评：如果给顾客推荐的药物是对症的，完全可以用100%承诺肯定的语气打消顾客对商品的效果顾虑。
实战二
当一位母亲要为自己的孩子买药品/营养补充剂时，不妨说：“大姐，这个XX剂型的药物最适合给孩子用，绝对水果口味，一点都不苦的!”
简评：“绝对”与“一点都不苦”就是承诺与暗示措辞的使用。
爱心型
实战一
“您这溃疡一定要足疗程用药，否则这病会穿孔或大出血那就难治疗啦。”
简评：属于基于爱心提示的基础上谈疾病的预后与发展提示顾客疗程用药，对于大多数慢性病适用该类措辞。
实战二
“您如果一直有服用阿司匹林的习惯，一定加点胃舒平，要不您的胃受不了的。”
简评：在提示中，为降低药品带来的不良反应提示顾客，联合用药。
药店销售话术
会说话的人，在哪里都吃香。
药店中表现地就很明显，比如会说话的店员，来找他买药的顾客多，喜欢他的同事多，人际关系都很好。药店人要提升自己的营销能力、服务水平，在与顾客交流间获得信任，从而更好地推销药品，提高营业额。
会说话、受欢迎的店员4种必备销售话术
(1)、情感式问候
以情动人，最好是以一种自然的情绪感染顾客。药店店员在导购时，可以多联想一下，面前这位顾客与自己哪个家人比较接近，这样想来心生亲切，说出的话也很自然，拉近了与顾客的距离。
(2)、打趣式交流
举个例子来看，曾经一位熟客进店买药，对一店员吐槽说，你们这里的药真是贵;该店员并没有表现出尴尬，反而灵机一动，打趣说了一句，“所以，您是我们店的贵客嘛!”顾客一听，不怒反笑，开心地掏钱买单走了。
(3)、关心式
这是店员运用得较多的方式，举一个例子：顾客不小心刮伤了，到了店里，我们这样的表达会瞬间感动顾客：“天哪，刮了这么大一个口子，疼吧?怎么这么不小心啊?”
没有一个关于卖药的字，但是，这才是真正的销售。因为，其间融入的“关心”，让顾客的心瞬间就化了。可能有人会问，关心式和情感式有什么不一样，情感式是将自己与顾客建立一个“链接”关系，关心式是以职业的责任去理解与帮助顾客。
(4)、恭维式
话说回来，谁不愿意听好话呢?恭维式和赞美式还有区别，恭维更需要艺术，听起来和拍马屁完全不在一个档次。
例如，一位妈妈带着孩子进店，我们恭维这位妈妈：“您的孩子笑起来和您一样甜!”这句话，一语双关，而且会引导出顾客真的笑出来，导购的氛围也会更轻松。最好在说好话时，加上一些描述性的沟通，不要太强调主观意识。
说话是一门艺术，说好销售的话更是需要天赋加上学习。希望药店员工都能练就一张甜甜的嘴，实现自身价值的同时提升药店业绩。
三点助门店业绩大大提升
(1)愉快的购物体验是关键
药店人作为药店服务的展现者。向顾客传达服务的理念，让顾客感受到消费过程的愉悦。
细心询问顾客的需求，语气要平缓，耐心聆听，然后合理地向顾客介绍药品。
当顾客买不到所需指定药品时，应及时向顾客致歉，并给予建议。
其话术为：“对不起!现在正好缺货。让您白跑一趟。您要不要先买别的牌子试一试?”“请您留下您的电话和姓名，等新货到时我们马上通知您。”
(3)巧妙联合销售显专业
在收银台的左手边布置关联商品，如额温枪、体温计、牙膏、漱口水、Vc泡腾片、小儿喂药器等，根据顾客已经购买的产品可以了解到顾客已有的需求，此时有针对性的向顾客推荐关联产品更容易成功。
在顾客的右手边布置便利商品和应季商品，先导购过自己左手边的关联商品之后还要提示顾客看看右手边的便利品和应季品是否有需求。
“一句话”话术(供参考)
1.“您好!我们现在有购物加1元送润喉糖活动，送完即止噢!”
2.“您好!今天金银花露特价4瓶才10元，您需要吗?”
3.“您好!今天会员购物**折，仅此一天，您还有需要吗?”
在顾客结账前和顾客交谈，所以能够起到提醒顾客促销信息的作用，顾客此时对价格的关注度最高，有时稍作提醒，顾客就会因为促销活动的吸引而加大关注或向身边的亲友推介。
(3)邀请顾客成为会员，增加顾客粘度
在收银结账前询问顾客是否拥有本药房的会员卡：
如果已经办理过，则向顾客提示一下会员权益，再邀请顾客扫描二维码加入连锁或门店的微信会员。
如果未办理，则向顾客说明会员权益，邀请顾客全面填写申请表。完整的收集会员信息是建立有价值的会员数据库的前提条件，办完会员卡之后也一样再邀请顾客扫描二维码加入微信会员。
当然，顾客付完账后准备离开后，也要一直保持良好的服务态度，让顾客感觉满意。
破解：四种类型问题销售话术
(1)、现状型问题
示例：
●姐，您这气质一看就非同一般，您一定是国家干部(老板)吧!
●亲爱的，看您气色不错，一定非常注重保养吧!
●老板，您这几天都没过来，最近在忙啥了?
●帅哥，您需要哪方面的产品，是给自己看，还是给家人看，我是这边的专员，什么需要的我可以全力帮助你。
●美女(帅哥)，你今天咋个啦，最近是不是压力大啊，看上去气色不理想，咋哪?
●乖乖，我有什么可以帮您?
启示：一个有亲和力并且善于发现对方有点给予恰当赞美的销售总是业绩那么好，因为他们解决了顾客信赖问题，消弭了陌生感，拉近了彼此的距离。
(2)、问题型问题
示例：
●您是不是觉得总是觉得困但又睡不着啊，好不容易睡着了又容易醒，做不做梦啊，解不解乏啊，记忆力好不好啊?
●您是不是觉得经常眼睛干涩，视力模糊、视力减退啊?
●您有没有咽干口渴啊，即便喝水仍旧不解渴啊?
●您有没有夜尿频多的情况，小便是不是无力呢，有没有尿分叉呢?
●月经正不正常，是不是准时来了，时间长不长啊，你的量正不正常啊，有没有黑块啊，来的时候有没有腰酸背痛、小腹坠胀了，来例假有没有感觉乳房有肿块啊?
●有没有腰酸背痛，有没有出现幻听，视力、记忆力减退啊，走路腿脚感觉没有以前那么灵活了啊，稍微走久一点就觉得关节疼痛了?
●有没有腰酸背痛，平时感到很疲惫啊，是不是经常熬夜了，饮食规不规律，爱不爱喝酒、抽烟啊?
●您已是XX病人了，您的XX不好的话，就会…
启示：挖掘需求的过程也是撕伤口的过程，你让顾客越痛，成交的质量就会越高!
(3)、暗示型问题
示例：
●根据您的情况，我向您推荐的这几个XX产品， 2～3天就能解决您的根本问题。
●我们的回头客特别多，您看这个批号都是新的。
●您看我们这个陈列面多好，如果卖的不好，店里面不会给我们这么大支持的。
●我给您一个电话，有什么问题您可以给我打电话，我这个电话不是假的，您可以立马给我拨一下。
●您看我们这药店经常帮顾客邮购，也有送货上门的。
●您是XX疾病啊，本身您的XX病对肝肾心都有损害，这个是西药，长期服用对肝肾心不好，但是您又丢不掉，所以必须加上护肝保肾养心的中成药，家里有VE、VC吗?
●鉴于您这种情况，您必须…
启示：顾客只是有需求还不是最重要的，重要的是将需求锁定到我们想售卖并且能够真正解决顾客问题的相关药品上面。
(4)、结论型问题
示例：
●今天门店搞活动，非常优惠，您多拿两个疗程吧。
●您经常出差吧，就一次把药品带够。
●您看您今天是拿一个月的量还是两个月的量。
●您平时是不是特别忙啊，今天是不是要一次拿够啊。
启示：“临门一脚促大单”是关键，到了成交的环节一定要“克服恐惧，敢于要求”这样才能提高成交效率，促使业绩节节攀升。
学会了四种类型问题的设计，这样就可以通过问问题来引导成交了，必须注意这四种类型的问题前后次序不能颠倒，销售必须一步步来，否则如果一见到顾客不拉近距离不问需求直接要求成交的话只会把顾客吓跑。
有了销售话术的工具箱，聪明智慧的你，知道如何运用了吗?其实销售没有那么困难，技巧也不是你想象的那么重要，平庸到卓越只是一步之遥，只要你愿意做一个用心精进的销售，那么成功就会向你招手。
Pharmacy sales speech, you can use it immediately
People who talk, eat incense everywhere.
The performance in the pharmacy is very obvious. For example, the talking clerk, the number of customers who come to buy medicine, the number of colleagues who like him, the interpersonal relationship is very good. Pharmacies need to improve their marketing capabilities, service levels, and gain trust in communicating with customers to better market drugs and increase turnover.
4 kinds of must-sell words for talking, popular clerk
(1), emotional greetings
It is best to infect people with a natural emotion. When the pharmacy clerk is in the shopping guide, he can think more about it. The customer in front of him is close to his family. It is natural to think about it, and it is natural to say it, which is closer to the customer.
(2), fun-filled communication
For example, once a regular customer went to the store to buy medicine, he said to a shop assistant that the medicine here is really expensive; the clerk did not show any embarrassment, but instead he took the opportunity to say something, "So, you are The customers of our store!" The customer listened, didn't anger and laughed, and happily paid for the bill and left.
(3), care
This is a way for the clerk to use more. For example, the customer accidentally scratched it. When I arrived at the store, our expression would instantly touch the customer: "God, shaved such a big mouth, hurt? Why? Not careful?"
There is no word about selling medicine, but this is the real sale. Because the "care" that is involved in it, the heart of the customer is instantly changed. Some people may ask, what is the difference between caring and emotional, emotional is to establish a "link" relationship with customers, care is to understand and help customers with professional responsibility.
(4), compliment
Having said that, who is not willing to listen to good words? There is a difference between compliment and praise. Compliment requires art more. It sounds like a flattering.
For example, a mother brought a child into the store, and we compliment the mother: “Your child smiles as sweet as you!” This sentence is a pun, and will lead the customer to really laugh out, the atmosphere of the shopping guide. It will be easier. It is best to add some descriptive communication when you are good, and don't put too much emphasis on subjective consciousness.
Speaking is an art. If you say good sales, you need talent and learning. I hope that pharmacy staff can practice a sweet mouth and realize their own value while improving the performance of pharmacies.
Three points to help the store's performance greatly improved
(1) Happy shopping experience is the key
Pharmacy people as a showcase for pharmacy services. Communicate the concept of service to customers, and let customers feel the joy of the consumption process.
Carefully ask the customer's needs, tone gently, listen patiently, and then introduce the drug to the customer reasonably.
When customers can't buy the required drugs, they should apologize to the customer and give advice.
The words are: "I'm sorry! It's just out of stock. Let you run in vain. Would you like to buy another brand first?" "Please leave your phone number and name, and wait for new arrivals." Notify you soon."
(3) Ingenious joint sales display professional
Arrange related products on the left hand side of the checkout counter, such as a temperature gun, a thermometer, a toothpaste, a mouthwash, a Vc effervescent tablet, a pediatric drug feeder, etc., according to the products that the customer has already purchased, the customer's existing needs can be understood. It is easier to succeed in recommending related products to customers.
Convenient goods and seasonal goods are arranged on the right hand side of the customer. After purchasing the related products on the left hand side, the customer is also prompted to see if there is demand for the convenience products and seasonal products on the right hand side.
"One sentence" speech (for reference)
1. "Hello! We have a shopping plus 1 yuan to send throat lozenges now, while stocks last!"
2. "Hello! Today, the special price of 4 bottles of honeysuckle is only 10 yuan. Do you need it?"
3. "Hello! Today's member shopping ** fold, only one day, do you still need it?"
The customer can talk to the customer before the checkout, so it can play a role in reminding the customer to promote the information. The customer has the highest attention to the price at this time, sometimes a little reminder, the customer will pay more attention or to the side because of the attraction of the promotion. Recommended by relatives and friends.
(3) Invite customers to become members and increase customer viscosity
Ask the customer whether they have a membership card for this pharmacy before the checkout:
If you have already done so, please tell the customer about the member's rights, and then invite the customer to scan the QR code to join the WeChat member of the chain or store.
If not, the customer's rights and interests will be explained to the customer, and the customer will be invited to fully fill out the application form. The complete collection of member information is a prerequisite for the establishment of a valuable membership database. After completing the membership card, the customer is also invited to scan the QR code to join the WeChat member.
Of course, after the customer has finished paying the bill and is ready to leave, he must always maintain a good service attitude and make the customer feel satisfied.
Crack: four types of problem sales speech
(1), the status quo problem
Example:
● Sister, your temperament is extraordinary at first glance, you must be a national cadre (boss)!
● Dear, look good, you must pay attention to maintenance!
● Boss, you haven’t come over these days, have you been busy lately?
● Handsome guy, what kind of product do you need, for yourself, or for your family, I am a commissioner here, I can help you with what you need.
●Beauty (handsome guy), you are squatting today, is it a big pressure recently, it looks unsatisfactory, what?
● Hey, what can I do for you?
Revelation: A sales that has affinity and is good at discovering each other to give a proper praise is always so good, because they solve the problem of customer trust, eliminate the strangeness and narrow the distance between each other.
(2) problematic problem
Example:
● Do you feel that you are always sleepy but can't sleep? It's hard to fall asleep and wake up easily. If you don't dream, you can't solve it. Is your memory good?
● Do you think that your eyes are often dry, your vision is blurred, and your vision is diminished?
● Do you have any thirst, even if you drink water, do you still quench your thirst?
● Do you have any frequent nocturia, is it urinating, is there a urine fork?
●The menstruation is not normal, is it coming on time, the time is not long, your quantity is not normal, there is no black block, when there is no back pain, the lower abdomen is bulging, is there any fake? Feeling a lump in the breast?
●Is there any back pain, there is no auditory hallucination, vision loss, memory loss, walking legs and feet feel not as flexible as before, feel a little pain when you walk a little longer?
●Is there any backache and backache, I feel very tired. Is it often staying up late, eating irregularities, love not drinking, smoking?
● You are already a XX patient. If your XX is not good, it will...
Revelation: The process of excavating demand is also the process of tearing the wound. The more painful you make the customer, the higher the quality of the transaction!
(3), suggestive questions
Example:
● According to your situation, I recommend these XX products to you, you can solve your fundamental problems in 2-3 days.
● Our repeat customers are particularly numerous. You can see that this batch number is new.
● You see how good our display is. If it is not sold well, the store will not give us such support.
● I will give you a call. If you have any questions, you can call me. My phone number is not fake. You can call me immediately.
● You see that our pharmacy often helps customers mail order, but also door-to-door.
●You are a XX disease. Your own XX disease is harmful to the liver and kidney. This is a western medicine. It is not good for long-term use of liver and kidney, but you can't lose it, so you must add liver and kidney to nourish your heart. Chinese medicine, do you have VE, VC at home?
● In view of your situation, you must...
Revelation: It is not the most important thing for customers to have demand. It is important to lock the demand to the relevant drugs that we want to sell and can really solve the customer's problems.
(4), conclusion type problem
Example:
● Today, the store is engaged in activities, very favorable, you can take two more courses.
● If you travel a lot, take the medicines at once.
● You see whether you are taking one month or two months today.
● Are you usually very busy, do you want to get enough at one time?
Enlightenment: "The door to promote the big single" is the key. When the transaction is completed, it must "overcome the fear and dare to ask" to improve the transaction efficiency and promote the performance to climb.
I learned the design of the four types of questions, so that I can guide the transaction by asking questions. I must pay attention to the fact that the order of the four types of problems cannot be reversed. Sales must be step by step, otherwise if the customer does not get close, Asking for a demand directly requires a deal to scare away the customer.
With the toolbox for selling words, smart and intelligent, do you know how to use it? In fact, sales are not so difficult, skills are not as important as you think, mediocrity to excellence is just a step away, as long as you are willing to do a careful sales, then success will wave to you.