How to follow up with potential customers? Many salespeople call customers and either hang up or don't answer. Faced with this situation, they need certain skills to grasp what customers want to hear. Below I share how to follow up with potential customers.
How to follow up the potential customer 1 1, and prepare the follow-up content.
Before the telephone follow-up, the sales consultant needs to clearly recall the scene of his last contact with the customer, and recall what the two sides talked about at that time with the help of "three forms and one card" and what problems need to be solved in this follow-up. This requires the sales consultant not only to do a good demand analysis when the customer receives, but also to record some important information about this contact with the customer in detail to ensure that the following follow-up has something to say.
In addition, sales consultants need to know their own products and competitive products as well as their customers. If the sales consultant doesn't know much about competing products when he receives customers, besides highlighting the advantages of his products to resolve conflicts, he needs to carefully check and record the relevant information of competing products after sending customers away, which is also one of the important contents of your communication with customers in the next phone call.
2. Say your "opening remarks"
Usually our sales consultant will say, "Is this Mr. XX?" This openness is understandable, but we have widened the distance with our customers. Usually experienced sales consultants will say, "Hello, Brother Wang, I'm Xiao Wang, the sales consultant of XX4S Store!"
The benefits of this statement can not only narrow the distance with customers and increase the intimacy between the two sides, but also verify whether the last time the customer contacted you, he left a deep impression on you. If customers hesitate or pause after you name the brand, then you should reflect on why you did it last time and try to leave an unforgettable impression on customers next time.
Other sales consultants are used to using the mobile phone number on the business card to follow up with customers directly (without using the company's public landline). I think this habit is very good. The advantage of this is that it can not only verify whether the customer has stored or remembered your mobile phone number, but also realize the action of "handing the business card for the second time", which greatly increases the probability of transaction.
3. avoid the person who answers the phone saying "no"
I believe many people have received phone calls about selling shops, loans, trusts and insurance. Looking back, did you just say "no need" to the beautiful voice on the phone most of the time? Is there wood? Come to think of it, why do people often refuse? In addition to the lack of demand, I think it is also related to time, occasion, tone, etiquette, information channels and so on.
Suppose you know someone who calls you to promote products, and you need products, will you listen to her? And if you happen to have time and the person who calls you is very polite, do you want to communicate with her further?
I think the answer above is obvious. Therefore, our sales staff should not only do a lot of groundwork before making a phone call, but also master the etiquette of telephone communication, and also grasp the time and content of telephone follow-up, so as to avoid ending the follow-up in less than half a minute after the phone is connected.
4. Try to get the other person to talk.
This situation is generally rare, but it cannot be avoided. We need to see ourselves as people who can meet the needs of our customers. The best way to help others is to let them tell you all their problems, so that you can make the best decision for them. So, try to get the other person to talk and let them tell you their needs (or potential needs).
If the other person is a silent person, you can ask him some questions as usual. Then, according to the information provided by the other party, you can make the best response and make the other party sit up and take notice of you. At this time, you should stand in the customer's position, try to understand their point of view, and you can care about each other.
Step 5 get information again
In fact, the purpose of our call is not only to get customers back to the store again, because we can't guarantee that every potential customer can enter the store twice. In order to improve our follow-up efficiency, it is inevitable that customers will be defeated and invalidated. A very important purpose of telephone follow-up is to screen your potential customers, get a high-level "prospective car owner", and manage your potential customer base to prepare for future transactions.
Open-ended questioning and closed-ended questioning are necessary skills for a qualified sales consultant. Open questions are mainly used to obtain information, and closed questions are mainly used to confirm information. In telephone follow-up, we should be good at using these two ways of asking questions. In asking questions again and again, get or confirm some demand information communicated with customers last time. Like when to buy a car? What car to buy? How to pay? When will you go back to the store? What problems still exist and so on. Only in this way can we truly achieve efficient telephone return visits.
6. Be prepared to accept rejection.
It is normal to be rejected in the sales process. The first reaction to rejection is to remain calm. You don't want your hard-won conversation to be ruined by your own impulses.
The next reaction is to respond to the other party's refusal. If you think the other person's refusal is an excuse to end the conversation, you can ask another question. Understand the real needs of customers. In this way, you can give yourself a chance to state again how your product meets the needs of customers.
Be practical, put the interests of customers first and your products second. If the other party has no desire to buy your product at present. You should end your's conversation politely at once, but you need to leave the other party the purpose or reason for your next follow-up and contact you later when necessary.
The most common reason why telemarketing is rejected is that the price is too high. Unless you sell directly on the phone, you'd better avoid talking about the price.
7. Learn to manage your customers.
Some sales consultants have such a good habit that customers at any level will follow up 24 hours after leaving the store. For B and C customers, many sales consultants think it is unnecessary to pay a return visit. Because they don't know what to talk to customers, it's best not to call in order to avoid the embarrassing situation of silence on the phone. But when it was time to take a taxi, I found that I had no impression of this customer.
How to follow up potential customers 2. Ways to follow up potential customers 1. Understand the customer situation in a comprehensive and detailed way.
Telesalesmen should first have a comprehensive understanding of customers. The organizational structure of each company is different, and some telemarketers don't need to go out to develop and visit customers. So these customers, for these telemarketers, are not too familiar with them.
At this time, it is necessary for telemarketers to know the customer's situation through the customer file and the company's external sales staff, including where the customer is from, whether it is necessary to speak dialect when communicating with the customer, and some verbal commitments that may be reached with the external sales staff recently. Otherwise, in the telephone communication with customers, especially new customers, the communication seems strange and dry, and customers are unwilling to continue to communicate with you.
Methods of tracking potential customers. Determine the customer follow-up plan.
When you have a comprehensive understanding of customers, then determine a customer plan according to the company's marketing objectives.
Customer follow-up plan generally includes the following contents:
1. Basic customer information, such as customer name, customer size, customer transaction details, contact person and contact information, etc.
2. Marketing objectives that the company needs to achieve.
3. Customer information you need to know.
4. How to negotiate with customers?
Ways to follow up potential customers Third, implement the customer follow-up plan.
The customer's follow-up plan has been determined, and the next step is to implement it. According to the items mentioned in the plan, one by one. For the sake of clarity, we can fill out a customer plan execution form.
Ways to follow up with potential customers Fourth, count the problems that customers follow up.
According to the customer's follow-up progress, count all kinds of problems followed by customers, analyze their reasons, find out solutions, and provide decision makers with the basis for new sales strategies.
In addition, you can also get feedback from customers by doing some customer return visits to understand their reactions and existing problems.
How to follow up potential customers 3 How to follow up different customers?
1. Customers who have been quoted.
After making an offer to the customer, remember to ask if the other party has received the offer in a few days. If not, remind the customer to send the price again if necessary. If the customer receives it, he should learn more about his thoughts on the quotation.
If the customer is interested and needs, but still has different opinions on the price, it is best to collect the prices of other similar products or services during the follow-up and explain the cost basis and advantages of the quoted prices to the customer.
2. Customers with ambiguous attitudes
Some customers don't know enough about your products or services, so they show an attitude of buying or not, so that you can't understand their ultimate intention. This kind of customers first need you to further explain your products or services in concise language according to the feedback from the other party, make clear the core advantages to customers, let customers know what benefits they can get from buying your products or services, and then make up their minds to buy them.
3. Customers who have sent samples
For this kind of customers, be careful not to follow up too frequently and blindly ask the other party's opinions on the samples, otherwise it will easily cause the other party's disgust. In the initial follow-up, you can ask customers whether they have received the samples and what help they need. If the customer doesn't reply all the time, you can ask the customer again every week or two. If the price is updated, it can also be explained to the other party in the follow-up process to attract the attention of the other party.
4. Customers who have already made a deal
For customers who have already made a deal, many people will "burn down the bridge" and ignore each other. In fact, if you pay attention to the follow-up, even customers who have already made a deal may become "repeat customers" again, and even spontaneously recommend more new users for you. Therefore, it is necessary to keep follow-up communication with such customers in time and recommend new products or services to them according to their understanding of customer needs.
5. Potential customers
When many sales follow orders, potential customers are easily missed. We must be patient with such customers when executing orders. Business promotion often happens after persistent persistence and hard work. Some customers have deep rejection between the lines when replying to documentaries, obviously showing indifference to your products or services, or having already purchased other similar products or services;
Don't give up at this time, even if this transaction is unsuccessful, there will be countless opportunities in the future, so be careful to keep in touch with you in the future, but not too tight; Some customers may not need products or services at present, but they may need them in the future. If you pay attention to follow up in time before that, send greetings and contact feelings on holidays, and you will appear as soon as customers need it.