Effective methods for customer maintenance
Effective methods for customer maintenance and long-term stable development of enterprises are indispensable for establishing long-term cooperative relationships with customers, and those who are engaged in sales know that for The redevelopment of old customers is equivalent to the development of new customers. The following shares effective methods of customer maintenance. Effective methods of customer maintenance 1
Tips for maintaining old customers 1. More preferential measures
Such as quantity discounts, gifts, longer-term credit sales, etc.; and communicate frequently with customers to maintain good and harmonious relationships and a harmonious atmosphere.
Tips for maintaining old customers 2. Special treatment for special customers
According to the 80/20 principle, 80% of a company’s profits are created by 20% of its customers, and not all customers are responsible for the company. All have the same value, some customers bring higher profit margins, and some customers have longer-term strategic significance for the company. A research report published by the Harvard Business Journal in the United States pointed out: Customers who visit multiple times are more likely to visit for the first time than those who visit for the first time. People can bring 20-85 more profits to the company.
Therefore, companies that are good at management should segment customers according to their own value and profit margins, and pay close attention to high-value customers to ensure that they can get the special services and treatment they deserve, so that they can become a business of loyal customers.
Tips for maintaining old customers 3. Provide systematic solutions
Not only sell products to customers, but also proactively tailor a suitable system for them Solutions, care for and support customer development in a wider range, enhance customers' purchasing power, expand their purchase scale, or explore new consumption channels and consumption methods with customers to create and promote new needs.
Tips for maintaining old customers 4. Establish a customer database and establish good relationships with customers.
Daily visits, sincere greetings on holidays, weddings, sincere blessings on birthdays, and a bouquet of flowers will all make customers deeply moved. The end of a transaction does not mean the end of the customer relationship. We must maintain contact with customers after the sale to ensure that their satisfaction continues.
Tips for maintaining old customers 5. Communicate deeply with customers to prevent misunderstandings
Failure to meet customer needs effectively is often the most critical factor leading to the loss of corporate customers. On the one hand, enterprises should promptly convey information on changes in corporate business strategies and strategies to customers to facilitate the smooth development of customer work. At the same time, we collect customers' opinions and suggestions on the company's products, services and other aspects, and integrate them into the improvement of the company's various work.
In this way, old customers can not only know the company's business intentions, but also effectively adjust the company's marketing strategy to adapt to changes in customer needs. On the other hand, we are good at listening to customers’ opinions and suggestions, establishing corresponding communication channels for complaints and after-sales services, encouraging dissatisfied customers to express their opinions, and handling customer dissatisfaction in a timely manner
And from the perspective of respecting and understanding customers, we stand on the Think from the customer's perspective and adopt a positive, enthusiastic and timely attitude. At the same time, we must also follow up to understand customers and take proactive and effective remedial measures. A large amount of practice shows that 2/3 of customers leave their suppliers because they do not care enough about customers.
Tips for maintaining old customers 6. Create obstacles for customers to leave
An effective way to retain and maintain customers is to create obstacles for customers to leave, so that customers cannot easily run to buy competitors. products. Therefore, from the perspective of the enterprise itself, it is necessary to continue to innovate, improve technical means and management methods, and increase the transfer cost and threshold of customers; from the perspective of psychological factors, the enterprise must strive to maintain close relationships with customers and make customers emotionally loyal to the enterprise. If you become dependent on and accustomed to a company's image, values, and products, you will be able to establish a long-term relationship with the company.
Effective method of customer maintenance 2
Sales and customer communication skills
1. Don’t exaggerate and lie
In any product, there are good things As a salesperson, you should stand from an objective perspective, clearly analyze the advantages and disadvantages of the product with customers, and help customers "shop around". Only by knowing the other and being familiar with the market conditions can customers be convinced. Take your product orally. Any deception and exaggerated lies are the natural enemies of sales. They will not only cause customers, but also have an irreversible impact on the store and even brand reputation.
2. Ask questions
Salespeople should arouse customers' desire to buy in a natural way. This method is to ask questions. By asking questions, we can get the following conclusions: Find out what is going on in the customer's mind? How about finding out your customers’ true motivations? Find out what your customers believe?
By asking questions, you take control and direct their attention to get them into the state you want. However, remember that when you ask a question to a customer, you must get some affirmative answers from the customer's mouth such as "yes" and "right". This makes customers feel comfortable.
3. Praise your customers from time to time
Carnegie said, "One of the weaknesses of human nature is that we like praise from others." Everyone will feel that they have something to brag about. If a salesperson can If you seize the customer's psychology and make good use of it, you can successfully approach the customer. If you start selling with praise, it will be easy to gain the customer's good impression of you, and the hope of successful sales will also be greatly increased.
Of course, praising the other party is not just a kind word. Just a few words of praise will be effective. If the method is improper, it will have the opposite effect. Therefore, the salesperson must be careful when using the method of complimenting. Target, understand the situation, choose the right time, and praise just right. At the same time, your compliments should be sincere, so that customers can feel that your compliments come from the heart. Praise is one of the more important sales skills. Learn it carefully, practice it well, and use this skill well, and you will definitely get more and more orders.
4. Don’t say negative words
The positivity and negativity of words, or the affirmation and negativity, is another thing that must be paid attention to when speaking. important aspects. Never say no to a customer. Everyone is unwilling to be rejected. In fact, it is not because they are disappointed because the goal has not been achieved, but because they don't like the feeling of rejection.
In sales, giving customers more affirmative answers will make them feel that you are sincere. Even if the requirements made by customers are indeed very demanding and there is no way to achieve them unconditionally, you can first confirm them and then attach conditions, which will make it easier for customers to accept them. For example, you can say "Yes, but the cost of doing this is,".
5. Use less professional terminology
Treat customers as colleagues and train them, speaking professionally to appear professional. But in fact, the customer was confused and didn't want to hear it at all. If you don’t understand many professional vocabulary, then why buy the product? If these terms can be converted into simple words so that people can understand clearly after hearing them, then the purpose of communication can be effectively achieved and product sales will be smooth.
In addition, the positivity and negativity of words, or affirmation and negativity, is another important aspect that must be paid attention to when speaking.
Customers don't care at all about how many agents, stores, patents, and certificates you have... Customers only care about what benefits you can bring to them, what needs your products can meet, and what problems they can solve! Marketing is not about giving you what you have, but about what customers really want! Marketing must cater to what they want!
6. Think about the customer and speak from the other person’s point of view
Looking at the current situation, how many salespeople are busy all day long but never achieve anything at all? Why? ?Because they only think about their own needs and do not imagine that customers need to buy anything. If they really need it, they will go to the streets to buy it themselves.
On the contrary, if the salesperson can understand that their service is to help people solve their problems, in this case, people will of course pay for his things. Everyone needs to satisfy their own needs to understand others, so that they can be appreciated by others and gain their kindness and welcome. Effective methods for customer maintenance 3
Salesperson follow-up skills
We all know that nothing can be accomplished overnight, and the same is often true for business. Many times, it is impossible to complete the negotiation at one time. Only after repeated discussions and communication with the cooperating parties and achieving mutually satisfactory results can the contract be finally signed. According to surveys, only 5% of the total number of people who can do business on the first visit, which means that the success of most sales depends on follow-up work, which requires an excellent salesperson to constantly Follow up to make the negotiation continue to deepen, so as to achieve the goal we expected.
However, follow-up requires skills and some standards. If you don’t do it well, you will give up halfway. Many salespeople just do things mechanically and repetitively, constantly visiting customers, constantly being rejected, and making no progress. In fact, in modern society, people's information channels are no longer limited to visits. We should use the Internet and telephone, two convenient information methods, to follow up on customers' purchasing trends at any time. This will save a lot of manpower and material resources.
Sales scenario:
Xiao Chen is a very hard-working salesman, but his performance does not seem to be very good. Often, when other salesmen have taken a break, he is still at home sorting out customer information, researching customer purchasing information, etc. No, after coming home from get off work, after dinner, he picked up the materials and started studying them again. Late at night, his wife said to him: "Limin, why do you always study these?"
"Because I want to follow up with these customers? How can I do it without studying the information?"
"That's true, but why do you have to read these paper materials word by word? Don't you have a computer at home?"
"Yeah, why don't I? Come to think of it, keep talking." Only then did Xiao Chen realize that his wife's words made sense.
"These customers of yours are all well-known people in the corporate world, and their every move must be on their company's corporate website. Moreover, they themselves also have personal blogs, so if you can Wouldn't it be more useful to come back and pay attention to these web pages than to study these dead materials?"
Hearing what his wife said, Xiao Chen woke up from a dream. The next day, he reorganized the information on those old customers through some friends and the information at hand. From then on, his luggage was no longer those documents and information, but a laptop. Facts have proved that his change is wise. He can always learn about customers' new purchasing trends through the Internet, so that he can take timely measures. Later, his performance also increased a lot.
Analysis:
In the case, salesman Xiao Chen’s initial method of following up with customers was primitive and inefficient. It was only after his wife “taught him” that he learned His own method has lagged behind, but fortunately he can make immediate corrections and improvements, and switch to using the Internet to pay attention to customers' purchasing trends. Obviously, this method is much more convenient.
In the process of following up with customers, there are indeed many salespeople who are as diligent as Xiao Chen in the case. They visit customers every day and study customer information every day, but they never get accurate customer information. and circumstances, resulting in inaccurate judgments. In fact, they ignore the role of modern communication and information technology. With convenient telephone and Internet access, our follow-up work will be much easier and more effective.
So, specifically, what should we do?
1. Contact the customer frequently by phone to let him remember you
Whether it is a customer or a salesperson Everyone has busy work and life, so the phone has become the link between sales staff and customers. We can give customers a congratulatory or comforting call on special days such as holidays, customer birthdays, customer family birthdays, customer company events, etc. Sometimes, our words of comfort can move our customers.
Keep up with customers but don't bore them. I care about customers on the phone. I call twice a week to make them familiar. We care about our customers for only one purpose: to let them always remember us. When they need help with products, we are the first thing they think of!
2. Pay attention to customers’ network dynamics and predict their purchases Situation
In modern society, people generally have their own personal websites or websites they follow, such as blogs. The Internet is already a rapid way of information circulation. Sales staff can understand the customer's purchasing situation by understanding the customer's network dynamics. Of course, for those purchases that need to be kept confidential, it is generally not easy for us to obtain information.
Of course, in addition to the Internet and phone calls, salespeople can still learn about customers' purchasing trends through other more effective ways, and then seize the opportunity to sell their products.