Do a good job in loan sales skills
Lead: The core of customer maintenance is to make customers not only feel at ease about the products they use, but also feel the added value of our good services and products, and finally form a relatively stable and loyal user base and a certain product market. I'll sort out the loan sales skills for you, hoping to help you!
First, customer maintenance should have a comprehensive customer data database.
No matter how smart your brain is and how good your memory is, it is impossible to remember every detail of your customers, so it is necessary to have a customer database, which is also the first step for you to start your work. Some people may have a big head when they see that they want to create a database. In fact, it is not difficult to create a database. The simplest customer database is the phone's address book. However, it is too simple to use the mobile phone address book as the customer database, and it is impossible to input the required customer database information and meet the daily work needs. You can search online, and there are many softwares similar to customer database.
Second, group customers.
How to measure customer value? How do we allocate customer maintenance time? This makes use of the grouping function of the address book, which can be grouped at will as needed, without restriction. For example, the address book can be divided into family, friends, important customers, ordinary users, group customers and so on.
In the address book database, loyal and profitable customers are grouped according to standards, and then different strategies are adopted for special treatment, or working hours are allocated according to the size of profits, so as to win more commercial profits.
You can carefully observe the needs and habits of customers and record them in detail. These records are the details that customer service needs to pay attention to in the future. This method costs little, but it works well and is often praised by customers.
Three, customer maintenance 28 theory
Life is limited, and time is more precious. How to balance time cost and profit? Maybe the 28 th theory can give you some enlightenment, and combine the grouping function of this platform to maximize your time.
In many industries, 20% of the most valuable customers can bring 80% profits to enterprises. On the contrary, many customers have low value to the enterprise. Enterprises should pay more attention to the work of these 20% people, which may cost a lot of money, but it is worth it. In addition, 20% of 80% customers are wasting the resources of enterprises, so it is necessary for enterprises to give up decisively for them; For the remaining 60% customers, they will not lose money or make money, but they can maintain the scale of the enterprise, and the enterprise must find ways to keep them. Therefore, we should study and find out what the characteristics of those 20% people are, why they are loyal to this brand, and what strategies should be adopted to maintain their loyalty and generate profits for the enterprise.
There is an idea of "turning all disloyal customers into loyalty", which doesn't make much sense. Even if some customers become loyal customers, enterprises may not be able to make money from them. Because they only value the continuous price reduction and promotion of enterprises, this loyalty can not bring profits to enterprises. Of course, for those potential and high-value customers, we should improve their loyalty and make them loyal and high-value 20% members.
Fourth, the time division skills of customer maintenance
If you have an interview with a client, recommend the time allocation and negotiation skills of "two minutes to talk about the subject and eight minutes to talk about family affairs or current affairs", because it may make both parties happy. With this experience, customer maintenance is successful.
Five, customer maintenance success or failure analysis
For the lost customers, we must first find the crux of the problem: why do customers lose? What kind of customers are losing? When did you lose it? We should pay more attention to the crux of the problem rather than the lost customers. After that, according to the problems found, dig deep and prescribe the right medicine. For example, a marketing manager found that customers were dissatisfied with their services and orders dropped. Only after the investigation did I know that because the company wanted to go public, a lot of systems and approval procedures were added, and customers were too troublesome and felt that it took too much time. More importantly, they think that their partners no longer value themselves, so some orders turn to more flexible companies. After discovering these problems, the company changed its handling methods in time in order to re-establish the brand image in the eyes of customers.
Six, often contact or pay a return visit to customers, is also an effective way to enhance customer relations.
Send SMS and multiple emails, and you can easily send SMS or WeChat greetings to customers on holidays. Always keep in touch with your feelings and don't let the customer think that he or she has forgotten him or her. After all, this is a tradition in China!
Some users can call regularly to say hello. More important customers should visit and communicate at home, and bring small gifts from the company to entertain important customers at critical moments; Add the birthdays and home addresses of customers, especially big customers, to the customer database in time. After all, important customers account for most of the marketing volume, and it is right to pay enough attention to them. When paying a return visit to customers, marketers should keep abreast of customers' use of products; Understand whether customers have new demands in the near future, so as to discover new marketing opportunities; Promote and introduce new products to customers and create re-marketing.
In addition, pay attention to the seriousness and easygoing of your formal dress and speech, which is necessary when meeting customers, that is, to improve your image and show respect for customers.
Seven, the final result
There are no eternal friends in business, only eternal interests. If there is no interest relationship between you and your customers, then your customers are quietly losing. Please always remember that how to maximize the benefits between you and your customers is the center of maintaining customer relations.
Similarly, people also need the lubrication of feelings and gifts. Don't forget to give customers some suitable small gifts or give them a certain rebate policy. If the business benefits are really good, it is best to give customers some unexpected benefits. Because of this, we can improve the relationship with customers and gradually improve customer loyalty.
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Second, how to become a qualified bank loan officer?
There are mainly the following aspects:
First, actively change ideas and dare to face the challenges of new posts.
Facing the brand-new post, how to develop China's credit business is an urgent problem for me to solve. Savings tellers are basically counter marketing, and loan officers need to publicize credit information in time, go to customers' homes, learn about customers' basic situation and business information on the spot, investigate and master customers' loan purposes and repayment willingness, and analyze customers' repayment ability. According to the characteristics of the new post, I framed five working ideas: learning and mastering credit information in time; Analyze the target customer base; Timely door-to-door publicity to selected target customers; Do a good job of pre-lending, mid-lending and post-lending; Ensure that the repayment period is tracked ahead. Through a period of hard work, my business has gradually become familiar. The speed of handling business is the fastest in the whole bank, and the number of customers is also increasing. Credit business has embarked on the road of rapid development.
Second, strengthen study and strive to improve personal quality.
I am well aware of the importance of learning. Since joining the work, in my spare time, I have applied for the door industry examination of the banking industry in time. At the same time of self-improvement, it also helps new employees to quickly enter the working state, patiently coach, and promote new lenders to adapt to new positions better and faster.
Third, overcoming difficulties and daring to suffer hardships can ensure the all-round development of credit business.
How to integrate postal savings into local economy has become an important breakthrough in the credit work of sub-branches. Industrial and commercial households, farmers and growers are the main customer groups of our credit, especially farmers and growers are mostly in remote rural areas with inconvenient transportation. In some places, it takes hours to walk, and in some places, the environment is very poor, and the feet are worn out and the legs can't walk. We gritted our teeth and stuck to it.
Fourth, observing various systems can effectively promote business development.
Speaking of work experience, I think a good personality is an important prerequisite for doing a good job in credit. If you have a good personality, customers can truly trust you and avoid risks better. In handling business, customers often bring gifts, but we all refuse them one by one. It is our mission to do a good job in customer service. Only honest, efficient and honest work can effectively promote business development and gradually increase customer base.
Credit work is always very busy, as if there is no holiday, no leisure, publicity, investigation, and overtime in front of the computer until late at night. Even so, always devote yourself to the next day's work with full enthusiasm. Every day is full, time always passes quickly, and time is always not enough. This is my biggest feeling since I started my credit work.
Lei Feng's words always inspire me. Human life is limited, but serving the people is infinite. I will devote my limited life to serving the people indefinitely! I will keep this sentence in mind, so as to motivate myself to be an excellent loan officer in my future work, not afraid of hardships, study hard, love my job and be dedicated.
There is such a joke: a man and his girlfriend are shopping, and when they see a red light, they run over. You broke up with your girlfriend when she said you dared to run a red light and do something illegal. He met another girlfriend. While he was shopping, he saw the red light and waited honestly. His girlfriend is unhappy, saying that you dare not even run a red light. What else can you do?
Although this is a joke, it tells the fact that some people are indifferent to laws and rules. In fact, the lack of awareness of rules can be seen everywhere around us. From running red lights, rolling yellow lines, spitting and littering, to breaking contracts, cheating and breaking the law at will. Some people seem to be used to these phenomena. As we all know, individual will is higher than social rules, and individual behavior is above institutional constraints. This is a very terrible thing. Without rules, there would be no Fiona Fang. Laws and industry rules are the cornerstones of social operation and enterprise development, and the basic elements of orderly social operation, healthy development of enterprises and harmonious coexistence among people. Compliance is the lifeline of banking professionals. We can imagine that if the law is flexible and ineffective, society will be chaotic; If the rules can be flexibly mastered and adjusted at will, and everyone will do whatever it takes to achieve their own selfish desires, what will the enterprise become?
Far from saying, in recent years, the fund cases of postal savings have caused adverse effects in society, the management of banks has been questioned, and the awareness of law and discipline and moral standards of employees have been denied. There is a simple reason. "Ten cases and ten violations", rules not followed and illegal operation are the main reasons for the cases.
In addition to the above aspects, we should also set some requirements and goals for ourselves:
First, strengthen study and strive to improve business skills.
Over the past year, I have studied credit knowledge seriously, read relevant books, and finally mastered basic financial knowledge and credit business skills through unremitting efforts. I became familiar with the new business process of the Head Office for the first time, handled the first commodity financing loan from the bank, and established a good business cooperation relationship with logistics supervision enterprises, which laid a foundation for the Bank to handle commodity financing business in the future. Because I haven't been in the credit post for a long time, I don't have much credit knowledge. So I actively participated in every relevant training organized by the head office. At the same time, read relevant credit books after work, increase your own "knowledge base", grasp the relevant national industrial policies in time through online consultation, and reduce the credit risk brought by national macro-control.
Second, do a good job seriously.
I love my job, I can treat every task correctly and seriously, I can work actively, I can abide by all the rules and regulations seriously, and I can finish the tasks assigned by the leaders in time.
As the marketing manager, I deeply feel the heavy burden on my shoulders, and a slight negligence may cause credit risk. So I constantly remind myself and constantly enhance my sense of responsibility. I know that the quality of credit assets is related to the bank's business development plan, and the responsibility is more important than Mount Tai.
3. Actively complete the tasks assigned by the Head Office.
During the development of the credit rating system, the Head Office actively cooperated with the project team of the Head Office, and completed the tasks assigned by the project team with high quality in advance, which was praised and recognized by the leaders of the Head Office. In the new business developed by the head office, we carefully studied the relevant documents, sorted out the process, and actively discussed with the leaders of the company's business departments to correct the shortcomings of the existing process, which was affirmed by the leaders of the company's business departments.
No matter how long you work, you should always update your knowledge system. It is essential to know the knowledge and news in the industry, so as to keep up with the pace of customer development and industry development and do things in line with the status quo. It is suggested to read more books on microfinance and consult the credit industry, including industry rules and industry supervision policies. Only by enriching your knowledge base can you be prepared.
Without a goal, you will never succeed, because you will never reach the other side. At the beginning of the year, I set the performance goals and work indicators I want to achieve this year, and unswervingly complete them step by step according to the indicators. No excellent person is accomplished overnight, and it needs to be accumulated over time. Therefore, doing a good job every day and sticking to it will become a harvest on the way forward.
Third, how to do credit sales for advice
I am a car salesman. You can come to us, or you can measure it.
Four, the loan telephone sales opening remarks
loan
The prologue of telephone loan sales, all sales have their own words, which can guide customers well and promote their desire to buy. The sales words of telephone loans are similar to other sales words. Let's share the loan electricity.
Loan telemarketing 1 How to say the opening remarks of loan telemarketing?
The sales rhetoric of telephone loan is similar to other sales rhetoric, except that your product is loan, which is an effective marketing to find target customers, so we know that the sales rhetoric of telephone loan can be designed by changing products.
If the customer says, "I don't have time to go.
Then the loan officer should say, "I understand. I always only need three minutes, and you will believe that this is absolutely important to you.
If the customer says, "I'm not available now!" "
The loan officer should say, "since you are busy now, I won't bother you for the time being." You can contact me on Monday morning or Tuesday afternoon! " "
If the customer says, "Please send me the information."
Then the loan officer should say, "Well, sir, what's your micro signal? I'll send you the details so that you can know it first. If in doubt, please add the customer's WeChat)
If the customer pays "
Then the loan officer should say, "at first glance, you are such a rich man." It should be interesting to use Qian Shengqian. You are so rich, they will still pass the loan. "
If the customer says, "I want to make a decision, I have to discuss it with my family first!" " "
Then the loan officer should say, "I totally understand, sir. When shall we? "
If the customer says, "We
Then the loan officer should say, "Sir, there is not much will, but I am still glad to let you know and learn more about great help!" " "
Hello, sir, I'm the credit officer of a bank. Do you have any financial needs recently?
1. Business: Its scope is particularly wide. In a narrow sense, it only refers to sales. Broadly speaking, all the work we do is business. For example, in his tax business, the teacher is his business manager, not the business department. Both the marketing department and the battalion department.
2. Sales: literally means buying things, just like our narrow business.
3, marketing: including sales, the key is which word "business", including market research, market planning, marketing.
4. Generally speaking, the business is wide.
5. The business can accompany the customer to sign the bill, and the representative directly reported by the company represents the company, and the sales only sell their own products. Business can be called sales.
Opening remarks of telemarketing loan 3 1, opening remarks
Loan officer: Hello! I am the loan specialist of XX Company. My last name is XX. Do you have the need for loan financing?
Customer: (demand → guidance; There is no demand → the activity informs 300 yuan of the phone bill, or other activities).
Loan officer: Sorry to bother you. Wish you a happy life! Goodbye!
2. Wizard
Loan officer: We have two products, one for office workers and the other for business people. Are you going to work or do business?
Guest: (Any one. If they are all, the loan officer needs to ask him first whether he is a legal representative)
Loan officer: What is the purpose of your loan? When do you need a loan? How much do you want to borrow? How long will this loan last?
If the other party is an office worker
1. Ask the customer how long he has worked in the current company.
How long has the business license been registered?
Is the salary paid by the bank or the money found?
What's the total for the past six months?
Have you had a credit card in the past six months?
Has the credit card center called customers in the past six months? (If not, praise the customer's good credit appropriately)
Have you ever borrowed money from other banks?
Have you ever taken out a loan to buy a car?
Have you ever taken out a loan to buy a house? (Increase the loan amount for the house)
If the other party is in business
1. Ask if the customer is the legal representative of the company?
How many shares are there?
How long has the business license been registered? (After one year of registration, local people can only apply if they have a daily business account or a commercial house, otherwise they will be registered for two years. )
2. Ask customers how much money they have received from corporate accounts and private accounts of the company in the last six months. (This is used to evaluate the customer's income and determine the customer's loan amount)
How many credit cards do you have?
What's the total?
How much is it consumed at present?
How long did the longest one last? (Understand the customer's debt situation, too high debt will affect the loan amount)
3. Ask customers if they have used credit cards in the past six months.
Has the credit card center called customers in the past six months? (If not, praise the customer's good credit appropriately)
4. Ask customers whether they have borrowed money from other banks.
Have you ever taken out a loan to buy a car?
Have you ever taken out a loan to buy a house?
If the other party has a commercial house
Ask the customer whether the house is mortgaged or a one-time buyout?
Are they husband and wife (whose name is on the property certificate)?
How many square meters?
How long did it last?
How much is the monthly payment? (For one-time buyout, praise the customer's strength appropriately)