As a sales customer, how to follow up is also a process of "racing against time". If you find a potential customer, you must follow up against time to avoid losses. Then share with you how to follow up as a sales customer.
How do sales customers follow up 1 1 and classify customers?
Before following up with customers, customers should be classified according to their source channels, purchase intentions and understanding of products.
2. Keep a good distance from customers.
Salespeople are too keen on following up with customers, but it will be counterproductive.
Communication should be controlled, not too enthusiastic, not too cold, so that not only customers will not have the psychological pressure to buy urgently, but our salesman's mentality will be much easier.
3. Learn to follow up with customers in stages.
① The customer is just beginning to understand the product period.
At this time, customers don't know much about our products and services and the strength of the company. When following up, don't talk too much about things that have nothing to do with the product and the company, so as not to interfere with the customer's decision.
② Customers have a deep understanding of products and talk about medium-term cooperation.
At this time, the salesman can communicate with the customer the added value, advantages and disadvantages of the product. Ensure that the customer fully understands the product.
(3) Talk about closing the cooperation period.
At this stage, what the salesman has to do is to win customers quickly and accurately and promote the final signing.
4. Be good at analyzing customers and looking for a breakthrough.
In case of follow-up, the customer ignored us. First of all, we should analyze whether the customer's product requirements have changed. For example, I stopped using it for the time being and found other products.
Is the customer resting, or the customer does not recognize the product and has no idea of cooperation?
5. Grasp the appropriate follow-up opportunity.
Follow up with customers, don't rush for success, learn to listen, learn to introduce product advantages and characteristics to customers at an appropriate time, pay special attention to communication opportunities, and don't disturb customers.
How to follow up sales customers? 1. Collect information and analyze it before visiting.
After discovering potential customers, don't contact them in a hurry, but "know yourself and know yourself", conduct a detailed investigation of customer information, and make the next deployment after finding out the situation. The scope of investigation includes but is not limited to:
1, customer information
Customer organizational structure, contact information decision of key personnel, purchasing, using, supporting and opposing departments, basic information and business situation of the customer's industry.
2. Competing for information
Customer's use of products, the characteristics of sales representatives with competitive satisfaction, and the relationship with customers
3. Project information
What problems will customers solve through this project? Customer's recent purchase plan, time, budget, process, etc.
4. Personal data
Family status, hometown, graduation school, hobbies and other basic information in the organization, colleague relations and other future development goals and aspirations.
Second, make clear the purpose and make full preparations.
If you contact the customer rashly without adequate preparation, you may not be able to follow up. In order to fight this "prepared battle", you must be clear about your purpose before visiting customers. The purpose of the visit mainly includes
Sign bills, maintain relationships, check progress, communicate solutions, and conduct market research.
Wait ... As a sales, many situations are unpredictable. What we can do is to make as full preparations as possible, which are mainly reflected in:
Material preparation: including the organizational structure and development of the enterprise to be visited, and the personal analysis data of the customer to be visited; It also includes some information related to products/services (including company, products, samples, etc. );
Psychological preparation: fear comes from the unknown and uncontrollable of the other party, and sales must clarify their own state.
Three, contact customers, official visit
After doing a series of preparatory work, everything is ready, and you can start contacting customers. You can use the customer acquisition function of CRM system to search keywords to obtain customer information:
With the contact information, you can't take it lightly. It must be remembered that face-to-face communication is the best way. You can communicate by phone first, build a good impression, and then make an appointment to visit. Many salespeople don't know how to start a face-to-face visit, and provide some main ideas for chat topics:
1, product price:
This is the problem that customers are most concerned about, so you can throw it out first to strive for further communication space;
2.* * * Same theme:
At this time, the previous data collection can be very useful, and the same topic will help to close the distance and build a good impression;
3. Industry news:
Industry trends and hot information are very effective communication topics, which help to reflect professionalism, such as the recently popular concept of "meta-universe".
Fourth, judge the intention and identify the demand.
After the chat begins, we should strike while the iron is hot and communicate deeply. We must pay attention to customers' intentions in the process, mainly paying attention to the follow-up of interested customers. Salespeople's time is precious, so there is no need to waste time following up low-value customers with little hope. It is best to record the customer's follow-up dynamics in real time in the CRM system, which is convenient for the next deployment and follow-up.
At the same time, tapping the real needs of customers, demand is often not equal to the surface demand. Some studies show that many salespeople think that the most difficult thing is to find and determine the real needs of customers. To solve this problem, we can use the problem funnel tool:
Fifth, grasp the demand and match the products.
After defining the customer's needs, we can have a general grasp of "what customers want", and we also need to have a clear understanding of "what we have", that is, let customers know about our products/solutions/services. There are also scientific methods to introduce the process in detail, such as spin method:
According to the above four steps, we can directly hit the pain points of customers, provide effective solutions for customers, deliver value to customers through product help, and complete customer transformation and business opportunity mining. When the customer has the possibility of winning a single order, the salesperson can divide a series of key actions according to the consideration of the possibility of winning a single order, such as:
Preliminary negotiation/demand determination/proposal quotation/negotiation review/outcome.
Six, after the return visit service, actively pay a return visit.
After following up with customers, customer maintenance can not be ignored.
After visiting customers, we should establish and improve data files for customers, arrange service plans and improve customer satisfaction; It is also necessary to pay a return visit to customers, answer their own questions and improve their communication and service methods, so as to effectively retain customers, accumulate contacts for the future and facilitate re-sales.
How do sales customers follow up? 1. Make customers curious and interested.
All our trust relationships are based on the curiosity and interest of our customers. Without this, no matter how long the communication time is, customers can't develop further cooperative relations with you.
There are many topics that make customers curious and interested, but they need to be designed in advance according to their actual situation. A lot of communication requires us to prepare in advance, not improvise. The following methods are commonly used:
(1) stimulation problem. I want to ask you a question.
(2) provide some information. For example, through our cooperation with similar customers, we found a common problem.
(3) Expose the tip of the iceberg. For example, we reduced the cost of a customer by 26% through the optimization of the scheme. Are you interested in listening?
(4) novelty. For example, if we launch a new product, we can save half the manpower compared with the original multi-person operation. Do you need to know about it?
(5) Using the group convergence effect. For example, we have provided a variety of high-quality products for many customers in your industry and won unanimous praise from customers. Do you want to know?
Second, establish a strong relationship between customer needs and products.
After attracting customers, you need to be clear about what problems you can solve for them or what benefits you bring to them. Then let him experience and feel. This process must be associated with your product. This requires us to make full information preparation before communication, including:
1. Where will customers pay attention after arousing interest?
2. Considering these problems, how can we closely link the customer needs at different stages with our different products? In this link, the usual practice is to experience feelings first and solve problems through specialization, so that customers can trust you.
3. At different stages, different customers have different concerns, so you need to launch different products to meet the needs of customers. Maintenance for the sake of maintenance is not recommended, but the most effective maintenance can bring us cash.
This behavior can be carried out in a fixed and continuous way.
Third, do a good job in consulting and product services.
After the second link, someone will consult or buy your products and provide good service in time.