How to communicate with customers when making after-sales return visits.

Usually, there are two main ways for business people to pay a return visit to customers: visiting customers at home and paying a return visit by telephone. However, how to pay a return visit to customers is better, and many salesman friends say it is very nerve-racking. They are either afraid to communicate with strange customers or nervous when they call. In short, how to pay a return visit to customers is a headache for many salesmen and friends.

How to call back customers? How to call the customer back? What is the process of returning calls to customers? The skills of visiting customers are as follows:

Article 1 Before telephone communication, every staff member should fully understand the characteristics of himself, the center and the service project (tourism business), lay a good foundation and practice basic skills. If we can't introduce our service items and the characteristics of our services well, it will be difficult for us to establish a good impression on our customers immediately, that is, "we must sharpen our knives first."

The second telephone communication must be polite, warm and generous, neither supercilious nor supercilious, with a formal tone and a certain softness, and the conversation environment should be gradually relaxed. The first telephone communication must be very clear about why you call, and then deeply understand their needs and how they evaluate the characteristics and value of our products, and then conduct the second telephone communication, which is conducive to our door-to-door visit and communication, and to product personnel designing corresponding products.

Article 3 It is more natural to make friends with customers during the second and subsequent telephone communication. Strengthen customers' familiarity with themselves, so as to further effectively introduce and explain the tourism business in detail.

Article 4 If customers talk about high prices or other products, which makes the conversation a little awkward, they should take the responsibility on themselves and say, "Well, I understand that you have such thoughts or concerns at present, because we haven't worked hard and paid enough attention to it. This is what we need to correct (the benefits, significance and role of * *) and make it clear. " For customers whose topic is far from the point (for example, the topic turns to other aspects), we should give full play to their advantages and effectively affirm and praise them.

Article 5 After the call is connected:

1, you have to identify yourself first: "Hello! I am * *, am I bothering you? " Eliminate the distrust of customers.

You should be polite: May I bother you for a while?

The purpose of this call should be explained simply and clearly. Let the customer know why you called him, and it can also find out the customer's attitude most effectively.

I hope it helps you! ! !