How can we maintain a good customer relationship? The end of the transaction does not mean the end of the customer relationship. We should be clear that it is very important to maintain a good customer relationship and it is necessary to persevere. Then the following is about how to maintain good customer relations.
How to maintain customer relationship 1 1 "Customer is God, and customer is always right". Customers' problems need to be dealt with in time, and it is polite to deal with and reply in time. CRM system has the function of mobile office, no matter where the salesman is, it can answer the customer's questions in time and solve the customer's needs quickly and effectively.
Even if the customer is not followed up by the same salesman, the customer's problems can be clearly seen through the records of CRM system, which improves the efficiency of solving things and effectively maintains customer relations.
2. What customers fear most is to introduce products at random, without foundation. CRM tools do not maintain customer information through spreadsheets or paper documents, but store customer data, including their historical purchase records and product consultation. The system automatically counts and analyzes customers' purchasing preferences, so that business personnel can easily communicate with them in their favorite way, introduce products in a targeted manner, and maintain relationships.
Once new customers start to buy your products and services, the whole cycle of turning new customers into loyal customers will continue. By using the analysis function of CRM system to judge the market situation and make business adjustment in time, business personnel can push the latest product consultation to customers in time or provide additional discounts for a product that customers pay attention to.
4. Salespeople face many customers, and sometimes they forget to provide relevant services for one customer, which may lead to the loss of customers.
Just like DaoEvian CRM system has the function of reminding customers to visit regularly and make work plans, it can push the schedule message reminder on time to help sales staff arrange their work efficiently. Not only can you maintain a good customer relationship, but you don't have to worry about missing any customer service.
How to maintain a good customer relationship? 2. dependence.
Let customers form the psychological habit of relying on brands, take seriously any special requirements or hidden needs put forward by customers, and do everything possible to find reasonable reasons to give reasonable answers. We will try our best to meet the reasonable demands put forward by customers, that is, the processes before, during and after sale must be meticulous and touch customers with details.
complement each other
The process of sales is also the process of solving the conflicts of interests of both parties in time. Only when both parties are satisfied can it be considered a successful sale. If many customers are unwilling to do after-sales service, they should euphemistically inform the possible consequences of not doing it; What projects are not needed or can be done later, what are the value-added projects that we give away for free, etc ... Let customers personally experience the value of the company's sales services, that is, really serve customers, really think about what customers think and meet their needs.
Mitigate force with kindness
In the process of maintaining customer relationship, we must listen to the customer carefully and patiently, and can accurately' judge what he wants to express'. When we meet the nail house, we should also treat it calmly with a peaceful mind. Show tolerance rather than blame for customers' mistakes and even negligence, and immediately discuss with them to find remedies and solutions.
In this way, your customer will thank you from the bottom of his heart and let him know that you can and have the ability to solve the problem for him. When a customer violates your negotiation bottom line, you should flatly refuse him. If the customer has a certain desire to cooperate with your product or the added value of your product, then he will make concessions. Many times, you clearly know that the customer's requirements can't be realized, but you must first stabilize the customer and make him full of expectations for you.
observe the principles (of)
A person who abides by principles is bound to win the respect and trust of customers. Because customers also know that meeting demand is not unconditional. But it must be satisfied under certain principles. Only in this way can customers have reason to believe that you have followed certain principles when selling products to them, and then they can cooperate and communicate with you with confidence.
In the process of maintaining customer relationship, please don't promise anything or conditions to customers easily. You should respect everything you say with a sense of mission and responsibility. If you promise easily, once you don't meet the requirements, then you will become a person who doesn't speak good faith in front of customers, which is very unfavorable for future cooperation. In the sales process, you should use more answers such as "I'll find a way", "I'll find you again" and "I'll ask for instructions" to leave yourself the greatest room for manoeuvre.
reciprocity and mutual benefit
In the process of communicating with customers, some salespeople push forward step by step in order to achieve sales goals, and constantly convince customers to recognize the quality of products or services and accept the price of products or services. But some of the methods they took to achieve their goals were not very clever.
In fact, in order to satisfy customers, many excellent salespeople will intentionally or unintentionally use some concessions in the process of sales communication (raise the price in advance and make the conditions stricter).
For example, under the premise of ensuring profits, make price concessions, or propose compromise ways to solve problems according to the demands of both parties. If the concession strategy in sales communication is properly used, it will be conducive to achieving a win-win situation for both buyers and sellers, and also conducive to achieving long-term sales goals.
Close the distance
The relationship between smart salesmen and customers will be well coordinated, because you sell not only a single product, but also the added value of the company's products, the company culture and your own personal charm. After turning a simple cooperative relationship with a customer into a friend relationship, he will actively promote your products.
However, remember, you can let customers treat you as friends, but you must not treat customers as friends from the heart, because the ultimate goal of businessmen is profit. Once there is a fundamental conflict of interests, there will still be cracks in the process of cooperation.
Win word of mouth
Win the reputation of customers and the industry, customers will form recommendations, and your sales will expand rapidly. The highest level of marketing is to let customers come to you actively. No matter what industry you are engaged in, you must remember that if you want to develop or make a difference in this industry for a long time, please leave yourself a good reputation in this industry.
begin/start well and end well
There is no end to the sales work. The success of the first cooperation is the best opportunity to create the next opportunity, so that every business has a beautiful ending, which will bring you no less benefits than re-developing a new customer.
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. Understand that grateful customers are loyal to you.
Tracking 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 delivered to customers, you should also track the sales progress of products. Does it work? Is there a problem? Need to be solved in time or whether further technical services are needed.
While doing a good job in product sales and service, you should also say hello or blessing to customers regularly, so that customers can always feel the care and consideration you deserve as a friend. Only when you realize your sincerity can you get the sincerity and support of your customers.
Formulate/design strategy in the command tent-formulate/design campaign strategy.
When maintaining customer relationship, you must take the initiative instead of letting customers lead you by the nose. The real means to maintain customer relationship is to deal with major issues and customer feelings over time.
For example, send text messages on holidays, call regularly, visit and exchange regularly, and give away some local specialties. In the interaction with customers, let him know that you need you in the future, and lose no time to leave a foreshadowing for your next intention.
There is a famous saying in sales: Where is your heart, then your wealth is there. Use this sentence to explain the viewpoint of maintaining customer relationship: where is your heart, then your customers are there.
How can we maintain a good customer relationship 3 without making it difficult for customers to talk about cooperation;
When talking about projects, we must pay attention to the deadline. When times are bad, good cooperation will be destroyed. When customers are in trouble, they must be considerate of others and don't embarrass them. For example, he is very busy, and he thinks it is inappropriate or impossible to do that. You should stop your request at once and tell him that you are grateful to him anyway.
Your understanding will make him feel sorry, even guilty, and he won't forget to make it up to you next time. Of course, in addition to maintaining customers, it is more important to acquire new customers. Foreign trade enterprises often search mailboxes to find new customers.
For the sake of customers:
When we cooperate with customers, we must pursue a win-win situation, especially to let customers and their superiors do a beautiful job. We work for the company and hope to make achievements. Others also work for the unit, and he also hopes to do things beautifully.
Therefore, when we cooperate, we should be careful not to sell useless or unwanted things to customers, not to let customers spend extra money, to minimize unnecessary expenses of customers, and customers will also save your investment.
Respect customers:
Everyone needs respect and recognition from others. We must thank our customers for their cooperation and express your gratitude to them. For customers' mistakes or even negligence, you should show your tolerance, not blame, and immediately discuss with the research to find out remedial measures and solutions. In this way, your customers will appreciate you from the heart.
Abide by the principle:
A person who abides by principles will win the respect and trust of customers most.
Because customers also know that meeting a demand is not unconditional, but must be met under certain principles. Only in this way can customers have reason to believe that you have followed certain principles when recommending products to them, and they can cooperate and communicate with you with confidence.
For example, it is acceptable to increase some services and training appropriately, but the requirements that harm the interests of the company, customers and even others must not be agreed.
Because when you can harm the interests of the company or others in front of customers, they will worry that their own interests will also be threatened.
Do more than sell:
For example, I have a client looking for the leader of the Education Commission, and I can't find a good opportunity. If I know him, I will introduce him if I have another chance. For example, they need some information, and when they can't get it, I will help them get it. Even if they encounter some difficulties in life, as long as I know I can do it again, I will definitely help them. In this way, my relationship with customers is no longer a cooperative relationship, but more a friend relationship. In this way, they will definitely think of me first when they get the chance.
Ask a friend to recommend you:
If you master the above skills and use them freely, you will win the reputation of your customers and friends, and your friends will recommend you in most of his peers. Then your business is like an atomic bomb, which will expand rapidly in the industry. You have reached the highest level of business, and let customers come to you on their own initiative.
Don't neglect to make every business have a happy ending:
All the work has been done, and your cooperation with customers has come to an end. Is it over? Perhaps this is the way most salespeople handle it, but it turns out to be a huge mistake. In fact, the closure of this business is the best time to create the next opportunity.
Don't forget to send some suitable small gifts to your customers. If the business benefits are really good, it is best to give customers some unexpected benefits. Let every business have a happy ending, which will bring you no less benefits than developing a new customer. The reason for this is the following：
If your previous work is not mature enough to upgrade from a cooperative relationship to a friend relationship, you can achieve this goal well at this time. If the previous cooperation may be unsatisfactory, this is a good remedy.
Because most people think that since the cooperation is over, our relationship with our customers will naturally end, so they will immediately upgrade you from a cooperative relationship to a friend relationship by thanking you for nothing in return. Then you won't run away next time there is demand. It's all yours.
Make concessions in exchange for customer recognition.
In the process of communicating with customers, some salespeople think that they play the role of "attacker" in every communication: achieving sales targets step by step, constantly persuading customers to recognize the quality of products or services, accepting the price of products or services, and so on.
These salespeople have clear sales targets, and their courage to work hard to achieve them is commendable, but their methods to achieve them are not clever. At least, we don't advocate salespeople to convince customers with a single "offensive" intention.
In fact, in order to satisfy customers, many salespeople will use some concessions intentionally or unintentionally in the process of sales communication. For example, under the premise of ensuring profits, make price concessions, or propose compromise ways to solve problems according to the demands of both parties. If the concession strategy in sales communication is properly used, it will be conducive to achieving a win-win situation for both buyers and sellers, and also conducive to achieving long-term sales goals.