We should speed up the handling of such customers. Actively follow up, communicate by telephone, and transfer customers to the next stage as soon as possible after gaining the trust of customers.
Second, customers who consider and hesitate:
The purpose of treating such customers at this stage is to communicate and contact, and not to market products too much. We should use different strategies. Don't sell products to customers immediately after the call is connected. But to communicate with customers, understand their needs and interests, and close the distance with them. Through several telephone conversations, customers can be divided into those who intend to buy, those who don't buy in the near future and those who definitely don't buy, and treated differently.
3. Customers who will not buy in the near future:
We should devote ourselves to establishing good relations and never give up such customers. It is necessary to communicate with customers, record the expected time for customers to purchase such products and other information, and keep the communication channels with customers unblocked, so that customers can allow the company to mail or telephone customers some promotional materials such as product function introduction on a regular basis, and at the same time, they can contact the company or themselves when customers need it.
Fourth, customers who definitely don't buy:
This kind of customers generally have a tough attitude. In communication, we must eliminate the psychological defense of customers, and then understand the reasons why customers don't buy. If there is a problem with the product function, you must explain it to the customer and provide some records of the customer's extended function to the business development department in order to improve the product or develop new products.
5. Customers who have quoted but have no information feedback:
For customers who have already quoted, you can communicate with Tradelink or follow up by phone. You can mainly ask customers what they don't understand about after-sales service, product quality and usage rules. , and then say it in further detail. However, price has always been the most concerned issue for customers. In order to dispel customers' concerns about cooperation, you can focus on the advantages and differences between products and peers, preferential policies and so on. In order to make customers feel value for money, it is suggested that when communicating the price, some flexibility should be implied in the words, but we must emphasize the return, such as "if you can deliver the goods in cash, I can give you a 5% discount on the price" or "if your order is large, I can reduce the price for you by 3%"-this will not only help customers better understand our products, but also give them some room for manoeuvre in the price. Remember that better service and higher product quality are the "magic weapons" to win customers.
In the above stages of telephone communication, the interval of telephone communication should be controlled according to the different purchase intentions of customers.
For customers who are interested in buying, we will follow up more frequently. We call every two days to ask our customers if they have decided to buy. It takes about 3-5 times to complete the order.
For customers who consider and hesitate to buy, our telephone communication interval should be kept at about twice a week. It takes about 4-7 times to turn the customer into an interested customer, and then follow up for 2-3 times to finally complete the order.
Customers who don't buy in the near future don't mean they won't buy in the future, so we have to communicate with customers every 2-3 weeks. On the one hand, we can establish a good relationship with customers, on the other hand, we can know whether customers have corresponding needs now, so as to sell products in time.
For customers who definitely don't buy, don't have too much contact with such customers to avoid customers' dissatisfaction with the company, and at the same time get customers' opinions on the products, including the shortcomings and defects of the products.
Finally, if you are worried about forgetting these follow-up times and plans, you can find a customer management software, and it is best to have a reminder follow-up function, such as a written business cloud note.