Five skills of customer tracking;
Skills of customer tracking. Actively contact customers.
What are the principles for tracking customers? Active? Contact the customer, no? Passive? Wait for the call from the customer. For example, many salesmen start after sending product information or emails to customers? Wait for him? I hope that customers will actively contact us. I never understood this? Passive code? Instead, we actively communicate with customers and ask them if they have received our product information or whether they have received our email. What questions or needs do we have about our products, technologies and quotations, and what work do we need to do?
The benefits of doing so are very obvious: on the one hand, it expresses our sincerity and service attitude, and respects and attaches importance to customers; On the other hand, it is also convenient for us to know the real needs of customers at any time, grasp the progress of business cooperation, and plan ahead in an orderly manner; At the same time, it also avoids the information asymmetry caused by customers not receiving our product information or emails at some time, and customers can't contact us. In the real world, customers often fail or fail to receive our product information and emails in time. If we can't take the initiative to contact customers, then customers won't take the initiative to contact us!
Customer tracking skills II. Insist on communicating with customers.
Tracking customers is to track customers in all directions and in various forms, whether by phone, SMS, QQ, MSN, email, etc. In a word, I will make sure to communicate and contact with important customers at least/kloc-0 times a week, which can not only reflect our respect and attention to customers, but also remind customers well? Our existence? Once customers have real needs, they will think of us first! Keep doing it, it is victory!
Customer tracking skills Third, insist on sending short messages to key customers every weekend.
This is the core of the author's customer tracking. The author will send greeting messages to all key customers (including customers who have signed the bill, customers who are about to sign the bill, customers who are focused on tracking, and more importantly, customers who need long-term tracking) every weekend, more specifically every Friday night. Among them, the SMS sent requires:
Text messages must be sent one by one. Never send it to customers in groups, or you might as well not send it.
Customer tracking skills. Give the customer a clear time.
When the customer puts forward the demand, the author will give the other party a clear time at the first time. For example, if a customer asks us to provide a comprehensive solution and quotation, the author will carefully ask the other party's specific needs, evaluate how long it will take to design this solution and quotation, and then tell the customer. We'll send it to you in * * *? .
Customer tracking skills. Actively communicate with customers and strengthen the return visit to customers.
For our key customers, especially those who have signed the bill, we must learn to pay a return visit to customers, actively communicate with customers, understand and find problems in advance, solve problems before they accumulate, and win greater customer satisfaction.
Customer maintenance skills:
First, the 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?