Every link of sales should be followed up. Things in the world are full of variables. Many competitors in the shopping mall are very powerful, and the last step is even better. If we miss something, we miss a good opportunity. So in sales, we must follow up. The following is about all aspects of sales.
Every link of sales should be followed up by 1, that is, on the premise of knowing the needs of customers, we will continue to follow up and visit customers. This is the most difficult link in the seven-step sales promotion. Sales staff should pay attention to the following points:
(1) The frequency of follow-up is directly proportional to the urgency of customer demand.
(2) Understand the buyer's normal psychology of rejecting the seller before buying.
(3) Have a good attitude and face the competition.
(4) Start with the things that customers are most concerned about.
(5) Beware of "careless loss of Jingzhou".
At the same time, we should also remind the sales staff:
(1) Exhibition work should be an important means for follow-up.
(2) Confirm the key points and then focus on the attack.
(3) Understand the specific procurement operation process and the corresponding quantity and amount.
(4) Don't promise easily to avoid future trouble.
(5) Find suitable managers and try to understand decision makers.
In the follow-up link, the follow-up frequency of sales staff should be directly proportional to the urgency of customer demand. The stronger the customer's desire for products, the more frequently the salesperson should follow up to keep the information and service timely. Some salespeople think that frequent telephone communication with customers may cause resentment or dissatisfaction.
However, in the actual sales work, we find that many customers' ideas and decisions will change from time to time, so it is very important and necessary to constantly understand and spy on customers' information and reactions. When you can follow up at any time, business opportunities will not be easily missed. And this follow-up frequency must be directly proportional to the urgency of the customer's purchase demand.
At the same time, sales staff should also know that customers often have a reserved psychology before buying, just like a marriage proposal process, and rarely see female friends eagerly agree. At this time, it is necessary for sales staff to have a deep understanding of this and fully realize that this is only a short waiting period before victory.
In the follow-up process, sales staff should also maintain a good attitude and demeanor. Because in this process, salespeople will inevitably meet some competitors, and customers will often directly or indirectly ask salespeople to express their views on these competitors. At this time, we can take this opportunity to highlight our own characteristics, but don't belittle your competitors, because usually everyone will feel contempt for those who speak ill of others behind their backs.
Doing sales, just like being a man, belittling others may not necessarily raise yourself, but it is likely to belittle yourself first. Even if it is some facts, the sales staff should express them in a very skillful tone, and they should not lose their proper manners.
In the follow-up link, we should also pay attention to customers' concerns. Only what customers pay attention to is the direction of our efforts. We can keep abreast of customers' concerns through conversation.
For example, ask, "Are you concerned about the cost of this product or the quality of the whole service and product? Do you care about the whole delivery date, or do you want to supply more varieties this time? ..... "Only when the customer's concerns are clearly understood can we achieve targeted and accurate guidance.
In the process of follow-up, salespeople should never feel good about themselves. When your order is not closed, it will never be yours. We often say "it's safe to leave the bag" and "meat is meat only after eating".
Things in the world are full of variables, and many competitors in the mall are very powerful, and the last step is even more unique. If we miss something, we miss a good opportunity. In the follow-up stage, sales staff should pay attention to several points, the most important point is to confirm the key points, and then focus on assault. We should concentrate on doing things on key issues.
The second is to know as much as possible about the purchase amount, the amount and other details of the purchase operation process, which is of great help to the sales staff in the next step. Another thing to remind the sales staff is: don't promise easily.
Every link of sales should be followed up. 2. Customer follow-up is divided into three stages.
There are also three stages of customer follow-up, namely, early follow-up, mid-term follow-up and late follow-up, and each stage also corresponds to different sales actions.
▌ Follow-up prophase (convey personal or corporate image, and pay attention to building relationships and goodwill)
1, information transmission
Make initial communication with customers and convey personal, product or enterprise information. Make an impression on customers and what we do. There is no doubt that a person's first impression on customers is very important. It not only represents the individual, but also symbolizes the corporate image. In this process, salespeople should pay attention to their clothes, behaviors and actions, and convey their information with the best posture.
2. Be good at listening and asking questions
In the process of communication, sales staff should talk less and listen more, and never interrupt the customer's conversation. At the same time, they should answer customers' questions one by one, be good at asking questions and let customers answer them, which can clearly show customers' current difficulties. Take notes during the conversation, record the main points raised by customers and the unanswerable parts, and then answer them in the next follow-up. At the same time, records not only serve as reminders, but also make customers feel valued.
3. Summary
Finally, we should be good at summing up the content of this conversation, and understand the needs of customers from the problems, as well as what problems we can solve for customers, what benefits we bring, and why we should be chosen for hierarchical combing. And pave the way for the next follow-up. In addition, it is necessary to have a preliminary judgment on the personal situation of customers' temperament, hobbies and so on, and try to cater to customers' personality characteristics, so as to quickly narrow the ideological distance.
After preliminary communication, we have mastered the basic information of customers. In this case, customers are classified according to their needs and intentions. For example, according to the intention, there are customers who intend to buy, hesitate, not buy, and have no feedback. , to determine which customers are more worthy of follow-up, and then communicate in depth.
Mid-term follow-up (deepen customer impression and solve customer doubts)
In the process of following up with customers in the medium term, we should deepen customers' personal impression of you. The deeper the impression, the easier it is to think of you when necessary. So how to deepen the customer's impression?
Pay attention to the frequency of follow-up and take the initiative.
Don't wait for customers to come to you, take the initiative to find customers and make a comprehensive follow-up plan. Too frequent follow-up will cause the other party's disgust, so it needs to be carried out in a planned way. Generally speaking, the follow-up frequency of sales staff should be directly proportional to the urgency of customer demand.
The stronger the customer's desire for products, the more frequently the salesperson should follow up to keep the information and service timely. Some salespeople think that frequent telephone communication with customers may cause resentment or dissatisfaction. However, in the actual sales work, we find that many customers' ideas and decisions will change from time to time, so it is very important and necessary to constantly understand and spy on customers' information and reactions. When you can follow up at any time, business opportunities will not be easily missed.
2. The value of the product.
Combine the interests and needs of customers to shape the value of products. If customers pay attention to the business model, they will focus on the content shaping of the product business model, and if they pay attention to the enterprise strength, they will focus on the enterprise capital operation, company background, resources and so on. , and guide customers in a targeted manner. In this process, customers can highlight their own characteristics and advantages when comparing competing products. Don't flatter yourself and belittle your competitors. Usually people feel contempt for people who speak ill of others behind their backs.
3. Enter the customer life circle and promote emotional communication.
Learn as much as possible about customers' personal and family situations, visit them, get to know their friends and family, and send carefully prepared gifts and greetings on holidays and birthdays. Different customers have different temperaments and hobbies. Some people like fashion, some people like literature, and some people like sports, so you need to have a wide range of knowledge, because having the same hobbies is more likely to make people feel * * * and promote the continuity of communication. Creating a topic and gaining the trust of customers is not far from success.
Follow up every link of sales. 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 kind of behavior can continue regularly.
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.
Regarding the whole process of sales and the specific coping strategies of each link, we can look at the golden key of sales. There is a book specifically aimed at sales novices, telling them a set of simple, practical, low-cost, rapid and continuous processes and methods to improve sales performance.
With regard to how to create a set of high-performance, reproducible and systematic play, your team members can have a very clear goal, have a * * understanding of the actions to achieve the goal, clearly know what to do every day every month and week, have the corresponding execution ability, and be self-motivated and self-optimized. The most important thing is that it can be implemented efficiently for a long time. You can view the sales team battle map.