First, the basic situation of work
1. For the home improvement salesman, the things to be done and the people to be met the next day should be placed at the top of the worksheet. For example, if you have an appointment with a client to meet or measure the house the next day, then you must arrange your trip according to the time and place agreed by both parties. It is best to do business near the appointed place.
2, the worksheet should learn to set aside a period of time, don't be nervous about calculating time. For example, I originally planned to do business in the community in the morning, and I met a customer at two o'clock in the afternoon. It takes half an hour to drive in the middle, so you can't schedule the time to 65438+ 0: 30 in the afternoon. At least you should leave a gap of half an hour, one is to prevent accidents on the road, and the other is to respect customers.
3. Take the worksheet and check it at any time. You can't work in the same way every day, but at least the worksheet allows you to grasp the main work.
Second, the one-day schedule (for reference only)
1, morning training and study (8: 00-8: 40)
We suggest that every company hold morning training to bring together sales staff and designers. If the department is relatively large, the business department morning meeting can also be held separately. A host and a lecturer are arranged for the morning meeting every day, and everyone takes turns to be the host and lecturer, so that everyone can create a platform for internal learning and training, and everyone can participate. The morning meeting should not be too long, just half an hour to 40 minutes, and the content can be promoted circularly.
2. Design follow-up (8: 40-9: 00)
After attending the morning meeting training, the salesman should communicate with the designer alone. Salespeople can report the new news, new requirements and new ideas of customers to designers, and at the same time, they should urge designers to work, avoid designers from delaying your customers because of their busy work, communicate with designers, and better coordinate the relationship with customers.
3. Call (follow-up by phone) (9: 00-9: 20)
After communicating with the designer, the salesperson should visit the customer or follow up by phone. Generally speaking, after nine o'clock, customers have passed the busy period at the beginning of work, which is a good time to make a phone call. It is best for salesmen to make phone calls in the company to facilitate telephone recording and create a better telephone communication environment. Secondly, if a customer needs to measure the room, it is best to get in touch with the design department in time, and the customer can communicate directly with the designer if he has new ideas. Salespeople should get into the habit of following up with customers every day.
4. Take action in the community (9: 30- 17: 00)
This time is mainly used to contact new customers and cultivate their own customer resources. Of course, according to the actual situation. If the house is delivered in the community, you need to go to the community in advance, the morning meeting can be cancelled, and the phone can be cancelled. You can go out early and come back late at night. If there are more customers in the community after work, you can go back later.
5. Call back to the company (17: 00— 18: 00)
If the salesman has collected the telephone numbers of many customers, I suggest returning to the company early in the afternoon to call the customers in the company to talk about business. It's best to make a phone call during this period.
6. In the evening, make a list of the day (customers, interpersonal relationships).
I hope you can add new people to your list every day and register the information of customers and new friends completely. A daily growth list is a way to keep your performance growing.
7. Conduct customer analysis at night;
After work in the evening, the sales staff should get into the habit of analyzing the customers they contact during the day. They can combine the customer analysis table published by the company. Only by accurately analyzing and positioning customers can we find the skills and breakthrough points of better communication with customers. The next morning, communicate the content of customer analysis with the designer or supervisor.
Customer service work schedule (II) With the development of modern enterprises, customer service has been paid more and more attention. In order to better carry out the next step, according to the regulations of relevant departments, relevant plans are formulated as follows:
First, clear the guiding ideology.
With the aim of improving service quality and customer satisfaction as the standard.
As the name implies, as a customer service department, everything we do is to meet the needs of customers, which means that all our work should be customer-centric. The competition of modern enterprises has changed from product competition to service competition, with more stable customers and more development potential in the market. Therefore, it is necessary to establish a sense of customer service, so as to drive all employees, make our service more professional, effective, targeted and responsible, and fully reflect the service awareness of the call center.
Second, make work plan objectives.
Looking at the work of customer service department under the guidance of customer service awareness, we can divide our main work objectives into two stages: short-term goals and long-term goals.
The first is the short-term goal:
Consolidate and maintain existing customer relationships.
Two. Discover new customers (potential customers, potential needs).
(1) can be obtained through the following channels:
1. Communicate with old customers by phone and letter, collect customer feedback information, and know the latest tourism trends of customers.
2. Select customer groups regularly, and conduct targeted home visits and promotions.
(2) The goal can be achieved through the following ways:
1. When accepting the telephone consultation of customers, record the basic information and consultation contents of customers, list them as our potential customers, and develop them into existing customers in due course.
2. When receiving visiting customers, record their basic information and travel trends in detail, and provide new customers.