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10 coses que has de saber del client rus - Blog de Komercium.com

10 coses que has de saber del client rus


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10 coses que has de saber del client rus

Pasa Jitari és nascuda a Moldàvia i fa tretze anys que viu a Catalunya. Sempre ha treballat de cara al públic com a tècnica de vendes, parla perfectament Català, Castellà i les llengües de la seva terra, Rus i Romanès.

Coneix bé el sector de la moda i la joieria.

Avui li hem preguntat com és i com hem d’actuar amb el client rus.

1 – Què hem de fer quan entren clients russos al nostre comerç?

Doncs el mateix que si entra un client habitual, saludar-lo amb amabilitat i preguntar-li que necessita. Si ell no et respon amb la mateixa actitud, no passa res, és la nostra feina. En general ells no són tan expressius d’entrada.

2 – Si no parlem rus, en quina llengua intentem entendre’ns?

Jo aconsello tenir unes nocions bàsiques de rus, aprendre a dir bon dia, bona tarda, gràcies…
Després intentar-ho amb anglès, les noves generacions de turistes russos que venen el parlen força bé.

3 – I després?

Informació. No volen sentir-se agobiats, així que primer cal donar una informació ràpida i bàsica de què hi ha a l’establiment i com està ordenat. Després deixar-los mirar tranquil·lament, i al cap d’una estona preguntar si troben el que estan buscant.

4 – Què esperen del venedor/a?

Un bon servei. En general són desconfiats i necessiten seguretat, si no detecten confiança i només perceben ganes de vendre’ls pel fet de ser turistes, no et demanaran ajuda i marxaran.
Quan decideixen comprar en el nostre establiment, aleshores volen que estiguis per ells.

5 – Què busquen a les nostres botigues?

Busquen productes amb una bona relació qualitat/preu, productes fabricats a Europa o EUA, no volen productes fabricats a la Xina o d’altes països que ells consideren que produeixen productes de baixa qualitat.
I sobretot busquen marques molt conegudes. Si oferim dos bons productes d’ igual qualitat i preu, un és conegut i l’altre no, sempre es decantaran per la marca coneguda, són molt marquistes.
També necessiten tocar i provar el producte, per això volen botigues on puguin “remenar” amb calma.

6 – Els agrada la moda?

Si molt! I també la joieria i els complements. Volen anar sempre molt arreglats.

7 – Què els fa decidir d’entrar en una botiga o en una altra?

Es fixen molt en els aparadors, si no agraden, ja no entren. Busquen aparadors més aviat clàssics que aportin informació clara dels productes que es trobaran a dins la botiga. És important posar els preus i si és possible les marques i l’origen dels productes.

8 – Quin horari fan?

El seu àpat fort no és el dinar, sinó l’esmorzar i el sopar. Així que no entenen que la majoria de botigues estiguin tancades al migdia. Em pregunten com és que no estan obertes. Els hi explico que aquí l’àpat fort és el dinar i que es fa horari partit.
On jo treballo sí que obrim al migdia i la veritat que treballem força, això si, van direcció al centre comercial per aprofitar aquestes hores centrals del dia.

9 – Podem fidelitzar un client rus i que torni a comprar a la nostra botiga durant la seva estada?

I tant! Els agrada molt que amb la compra els donis algun detallet, ja sigui per ells o si van amb nens, pels nens. Qualsevol cosa t’ho agraeixen, uns caramels, uns globus, alguna cosa de marxandatge…
També valoren molt el Tax Free. Si marxen contents quan arriben a l’hotel en fan molt bona publicitat.

10 – Que més ens pots dir Pasa?

Un client Rus mai et discutirà el preu ni et demanarà cap descompte, si la relació qualitat/preu és bona i si ha trobat un bon servei.

 

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L’opinió: Treballar de cara al públic

11/01/2017

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