First, cut to the chase, the principle of cooperation first. Marketers often have the psychology that if the terms of cooperation (especially the payment method) are put forward directly, customers are likely to think that the terms are too harsh and refuse to cooperate, thus affecting the next business. In fact, this kind of worry is unnecessary: first, explain in advance and show the principle of sincere cooperation; The second is to reduce the sequelae and some unnecessary troubles in the later business process. Excessive conditions may cause customers to give up cooperation at that time. But it's better than not settling the payment for goods on the pretext that the payment settlement standard and method are controversial after supplying the goods to the customer.
Therefore, at the beginning of cooperation, marketers should make detailed provisions and explanations on payment settlement with legally binding documents such as purchase and sale agreements and purchase and sale contracts: 1. What is the supply price (that is, the settlement price); 2. Payment method or specific payment time. If business contacts are frequent, the payment method should indicate whether it is cash, buy one get one free, or fixed periodic payment (such as monthly payment, etc.). ); If it is a "one-time transaction", the settlement date should be specific to several months. In this way, the collection work will be carried out according to the evidence.
Second, what you say is what you do. It is not uncommon for marketers to make temporary concessions to customers' demands for deferred payment out of concern, resulting in repeated collection of payment without results. Therefore, marketers should adhere to the principles, implement the relevant business regulations of the company, and "do what they should do" when settling each payment:
1. If the company stipulates that only cash settlement is needed, it will resolutely not make consignment, even if the customer asks for payment the next day, because maybe, after this day, the customer will "move away" or "close the door"; 2. When signing the contract according to the settlement method of "two for one", the customer will not settle the previous batch of goods, and will definitely not supply the second batch of goods; 3. Be sure to arrive on time on the payment date stipulated in the contract or specified by the customer. First, you can walk in front of other business personnel and let customers pay their limited funds first; Secondly, we don't leave any excuses for our customers. "I asked you to come at some time, but you didn't come. Now, the money has been taken away by other companies "; "It's a pity that the boss just left and no one signed it. I dare not pay. "........................................ No.4 .......................................................................................................... should be diligent in visiting customers, reminding customers every once in a while, so that customers can remember which goods are missing, how much they are missing and how long they will pay.
If marketers do this, they will give customers the impression that "the company's payment can't be defaulted", so the collection will naturally be much smoother.
Third, some marketers think that recovering payment from customers means asking others to do things, so they have no confidence in the negotiation process with each other, making customers feel "easy to bully" and deliberately making things difficult or refusing to pay. Therefore, in the process of collecting money, it is very important to straighten the "posture".
First of all, I confidently explained my purpose to the customer: I came to collect money specially according to the contract today. Let customers understand that this time they don't want their own goods, but they want to give themselves a payment; And the money must be settled today.
Second, while understanding customers' difficulties, let customers also understand their own difficulties. Sometimes customers will say, "Look, our company's business is so bad now, and it's really difficult to turn over capital. Can you postpone it for a few days? " While expressing "understanding" of this "excuse", we should also take the opportunity to tell him our own difficulties: 1, and the agreed settlement time is today. If we don't pay back the money today, the leader will say that we are incompetent and will be fired; The company hasn't paid me for several months. Whether you can get the salary and bonus depends on whether you can get the money back this time. Speak with a serious face and try to be emotional.
Third, while showing a firm attitude of "we must tie the knot", we should be polite and restrained. In every detail of the settlement, such as filling in the form, signing, closing the account, registering and collecting money, we should sincerely thank the specific agent to avoid making excuses for ourselves next time.
Fourth, make an unannounced visit to understand the customer's business situation. Sometimes, customers will use various reasons as an excuse for not paying. For example, the person in charge is absent, the account has no money, the payment time has not arrived at the company (some companies have fixed payment dates), the products are not sold out or the market is not good, and so on. This requires marketers to observe attentively and grasp all the information related to settlement in time. Only in this way can we identify the truth of various "excuses" of customers and take effective measures.
First, in ordinary business dealings, find out some basic information of customers: 1, settlement time: settlement can be made any day; Or only a fixed number of days a month to complete the payment procedures; 2. Payment method: cash payment or transfer payment; Pay attention to the date of arrival when transferring money; 3. Shift time of the person responsible for signing the payment; 4. Whether there is a reconciliation procedure; 5. Ordinary invoices or VAT invoices must be provided; When will it be served?
Second, establish strong personal feelings with one or two members of the customer, let him become his own "insider" or "informant", and report the relevant information of the customer to himself without reservation, such as whether the person in charge is absent, whether the company account is rich, whether many people come to the company to check out, and so on.
Thirdly, we should pay special attention to the sales of our products. For example, in the current settlement period, what is the sales volume, payment amount and inventory of products, and whether they meet the settlement conditions stipulated in the contract. If the sales volume of products is really poor, we should immediately introduce a promotion policy to guide the sales work of customers, because the actual sales volume of products is the most convincing settlement basis.
5. Summarize and sort out, know fairly well. If marketers don't have the details of accounts receivable in their minds, the collection effect will definitely be poor. To this end, marketers should regularly calculate and count the payment for goods.
First, make a good delivery record. Find out which goods were delivered to which customers on which day and what the total amount was; According to the contract, when should each payment be withdrawn?
Second, do a good job in the classification of payment. According to the scheduled recovery time and recovery possibility, the payment is divided into unpaid, dunning, quasi-bad debts, bad debts and dormant accounts, and different types of payment are subject to different collection efforts.
Third, make a collection plan. According to the length of payment period, the size and type of payment, the complexity of customer payment procedures, the distance between customers and the company and other factors. Make a priority payment plan and gradually carry out the payment work.
Be flexible with intransitive verbs and discuss the details in detail. When grasping the timing, occasion and object of payment settlement, marketers should flexibly handle different reasons for refusal and different types of customers:
First, take different actions for different excuses. When customers don't pay on the excuse that someone is absent, they can join hands with the business personnel of other manufacturers to put pressure on them with the strength of everyone. And when its funds are really tight, it should avoid the business personnel of other manufacturers and act alone. If the reasons for refusal involve their own products or companies, marketers should reflect on whether the products are unsalable due to poor promotion, the bonus rebate has not been fulfilled, or other policies have not been implemented in place, which has affected the enthusiasm of customers and immediately rectified them.
Second, distinguish the types of customers. A person who is unwilling to pay but loves face can ask him to pay in front of employees and customers in the office. At this time, he will consider the reputation and image of the company and settle the payment; You can even go to his house after work. If he doesn't want his family life to be disturbed, he will check out immediately. If the payment is timely, the reasons and basis for settlement shall be clearly informed; And can often encourage him, put him on the list of reputable agents, and guide customers to develop healthily.
Third, choose the time. Some customers are afraid to pay on the first day or a few days of a work cycle, because they think it indicates a business loss. So this kind of customer doesn't want the marketer to settle accounts with him every morning on the first day of the week and the first two days of the month. In addition, when the person in charge is in a bad mood and unstable, it is best not to ask for compensation.
Fourth, grasp who to ask for the account. The flow of funds is often a sensitive topic in business communication, and the turnover intensity of funds is even a secret. Therefore, it is futile to find the key person, find no one to pay, or even "startle the snake", and the result is counterproductive.
Seven. Always pay attention to the prevention of bad debts. Dormant account marketers should regard customers as "thieves" while respecting them as gods. They should always pay attention to all abnormal situations, such as personnel adjustment, institutional changes, business turn, site relocation, and even signs of bankruptcy and bankruptcy. As soon as the wind blows, they will immediately carry out follow-up work to prevent bad debts and dormant account, thus reducing.
The first is the purchase situation. Mainly the time, frequency and quantity of purchase. It is obviously abnormal if customers purchase a lot of goods many times in the off-season.
Secondly, it is the way of sales. Pay attention to whether customers have malicious cross-regional sales, "bloodletting" price reduction sale, "jumping off a building" clearance sale and other behaviors.
Third, personnel changes and institutional adjustments. Mainly because the relevant personnel who were originally responsible for counterpart work were transferred or the organization was revoked. In case of any change or adjustment, customers should be required to complete the handover procedures, and it is best to confirm the payment as an enterprise legal person to prevent the phenomenon of "default".
Fourth, the payment time. If a customer who has been paying in full and on time repeatedly asks for an extension of payment time or installment payment, there must be something fishy.
Fifth, the business direction. Customers with poor strength suddenly turn to invest or operate other industries, which is bound to be reluctant in financial and human resources. If he fails, our company is likely to be the object of his debt repayment.
In addition, force majeure factors, such as large-scale demolition required by the government, have forced customers to close down, which may also lead to bad debts and dormant accounts.
Eight, smart pressure, I want to talk about cooperative payment again. In the settlement, in addition to "acting according to procedures" and "acting according to rules", marketers must also skillfully put pressure on customers to prevent them from delaying the payment deadline or reducing the payment amount, so as to achieve the purpose of timely and full settlement.
First, the purchase demand is broken down into parts and supplied to customers in multiple batches, fewer varieties and fewer quantities. For example, the customer wants 20 varieties at a time 10, and only gives him 10 varieties, and each variety only gives 5 pieces, which is intended to make the customer in a "hungry" state.
Second, terminate the relevant sales policies. For customers who do not pay in time, in addition to setting the corresponding supply price according to different account periods, they can also terminate the distribution of promotional gifts and samples and cancel the year-end rebate and bonus.
Third, the dominant varieties will be out of stock, and each manufacturer has one or two mature and best-selling dominant varieties, which have market demand. If such varieties are stopped from being supplied to customers, the offline customers of the other party will inevitably transfer their purchase channels or even lose them forever.
Fourth, if the settlement is not made in the preceding paragraph, the goods will not be delivered later. Stop supplying all goods to the customer until he pays the advance payment. Even take back the goods and stop doing business with them.
Under the above pressure, customers generally pay as promised in order to protect their long-term interests.