Introduction: Many salespeople think it is very important to develop new customers. In fact, maintaining old customers can make you achieve good results every month. So how to maintain old customers in sales? Come and have a look with me. I hope you will be satisfied. Thank you.
The first article: Skills of selling and maintaining old customers 1. Old customers who pay the bill should deliver it to their doors in person.
In the process of management, we ask every clerk to do the same. As long as you are an old customer who has bought a bill, you must personally deliver the customer to your door. Although this process is short and the action is insignificant, as long as you do this, customers will feel enough respect. In the past, after paying the bill, customers in this store were basically ignored, so it was difficult to return the bill. Therefore, we have strengthened our training, with the focus on sending customers out. On the one hand, customers will not feel left out after buying. On the other hand, this moment is also crucial, because the customer has just made a deal and needs to strengthen the recognition of the brand and service. Communicating with customers in the delivery process can not only strengthen customers' further recognition of us, but also further narrow the distance with customers. By strengthening the service for old customers, customers who are not slow to pay the bill, customers who have served and shop assistants are delivered to their doors. When sending customers away, customers are often reminded to come often and bring friends. At this time, customers are very pleasant to listen to, and often come to bring friends, because more customers come, and their performance will improve quickly!
Be sure to send greetings within two days.
Customers buy our products in the store for many reasons, which may be that they feel good about her, or that some functions of the products just meet their needs, or that they are affordable, of good quality, or even more likely to be fresh. Whatever the reason, it is a good thing to buy it after all. Don't feel that everything is fine, and don't feel that you have a loyal customer. As we all know, customers may be impulsive when buying, and will become rational when they get home, especially cosmetics. There are many brands in the customer's fitting room. If you are not careful, you will use the brand you have been using or other brands to idle our products. If you leave them for a long time, you may forget them. I wonder if you will have a similar experience? It is often seen that female friends go shopping all day and buy a lot of clothes, but many of them don't wear them after they buy them, which has become a foil in the wardrobe.
The same is true for customers. Just because they buy back our products from many products doesn't mean they will use them. So her family has another battlefield, and there are various brands competing with us. At this time, we must continue to attack. So how do we attack? That is, we must send information to customers within two days after they can buy back. On the one hand, we will remind customers to use the products or come to the store for further treatment. On the other hand, through contact with customers, we can shorten the distance with customers and reflect professional and meticulous service attitude. If some customers respond positively, it means that this customer is easy to get along with, and a little effort can build a very good customer relationship.
Three, a survey and consultation within a week.
If we can do the above two points, we will have one more link to communicate with customers, but if there is no follow-up action, all the previous work may be in vain! Because these two actions alone, customers will not have more feelings for the clerk, so we should further improve the service. You can continue to send messages to customers one week after purchase, and pay attention to their usage, especially their feelings after use. If customers have been using our products and feel good, SMS will strengthen customer service, make customers repeat customers and promote customers to introduce friends.
Fourth, we should always keep in touch with customers and maintain the relationship between customers.
If two people want to establish a better relationship, it depends on the frequency and quality of their contact, as does the communication between customers and shop assistants. Judging from the consulting situation, the highest quality of communication between shops and customers is that customers buy the most, and there is less time and opportunities behind. How can we strengthen the frequency and quality of contact between shop assistants and customers?
First of all, the clerk needs to keep in touch with the customer, but the customer doesn't like to send messages to harass her frequently, so we should grasp the frequency of sending messages to the customer, not too high, not too little or not, so as not to cause customers' disgust. How to grasp this degree? Generally speaking, holidays are the best time to send messages, because no one will refuse blessings from all directions during holidays. If there are no holidays, it will be almost once a month on average. The information content can be some makeup tips, new product information, skin care, life information, holiday wishes and so on. For these, customers usually care more and don't have too much resentment.
Five, there are new products, promotional activities, or a mentor to guide the store, invite old customers to experience the purchase.
It usually takes a reason to get old customers to spend again. There are many reasons, such as new products coming on the market, promotional offers, tutors coming to the store for guidance, providing higher quality services and so on. What we need to do is, when there are new products on the market, promotional activities, or tutors sent by the company come to the store for guidance, we must seize the opportunity, send a message to tell old customers and invite them to come to the store to experience. Some well-connected old customers personally called to invite them over. Don't be embarrassed. You know, this is a golden moment for old customers to spend again, and it is also a very good opportunity to improve sales performance. Compared with developing new customers, the cost of bringing an old customer back is also very low. Maybe it's just a question of information, a phone call, a small investment and a big investment. Why not?
Chapter two: the skills of selling and maintaining old customers; Methods of selling and maintaining old customers 1. Keep in touch with customers.
In language communication. Every customer is my friend, and I should analyze and understand their personalities and keep them in mind. For example, if you are humorous, you can relax yourself when chatting with him or even talking about work, communicate in some relaxed and humorous language, and even talk about some topics outside work; When you meet people who are more serious and pay more attention to language requirements, you should pay attention to your polite language and take it seriously, cautiously and seriously; If you encounter the type of doing things resolutely, you should answer the customer's questions as soon as possible and give the most reasonable answer in the shortest time; Other customers don't like telephone communication, but prefer to communicate by email. At this time, they have to meet the requirements of customers, patiently reply to customers' emails, and sometimes even reply to an email in one sentence. Doing things may be a bit troublesome, but the results you usually get sometimes give you unexpected gains.
Ways to do sales and maintain old customers II. After tracking
There are many similar products on the market now, and the competition is fierce. Being your customer doesn't mean you can sit back and relax. Customers may change their minds and buy products from other companies at any time. Therefore, after cooperating with customers, you should track the delivery date of products, and after the products are handed over to customers, you should also track the use progress of products. Does it work? Is there any problem that needs to be solved in time? Or whether further technical services are needed. In this way, customers will leave a deep impression. No matter where he works, as long as he needs to use similar products in the future, he will definitely think of you for the first time.
The way to do sales and maintain old customers Third, bless regularly.
While doing a good job in after-sales service, there is another very important thing to remember to do well, that is to say hello or blessing to customers regularly, so that customers can always feel the care and consideration you deserve as a friend. There are many festivals in China. Giving your customers a warm greeting and blessing at every festival will make them feel that you really care about him, not pretend. Only when you realize your sincerity can you get the sincerity and support of your customers.
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