How to maintain the relationship between old customers and promote recommendation

How to maintain the relationship between old customers and promote recommendation

Introduction: In the marketing activities of enterprises in all walks of life, some enterprises only pay attention to attracting new customers and neglect retaining existing customers, which makes enterprises focus on pre-sales and sales, resulting in many problems in after-sales service not being solved in time and effectively. Here is how to maintain the relationship between old customers and promote recommendation. I hope it helps you.

So, how to maintain the relationship with customers and improve customer loyalty?

First, maintain customer relations.

1. Identify the target customers and seize the key groups.

Successful car marketers will remember users' birthdays, the birthdays of users' family members, and their addresses and telephone numbers. We should make statistics and research on key personnel in key units in all aspects and analyze their preferences, just like establishing key customer data.

Step 2 be sincere with others

Sincerity can maintain long-term business relations. When dealing with customers, we must establish a good image and "treat others with sincerity", which is an ancient motto of the Chinese nation for thousands of years. Business negotiation, production, after-sales service, etc. We should also start from the interests of customers, adjust our work with customer satisfaction as the goal, solicit customers' opinions extensively, consider their economic interests, deal with difficult problems in customer management, gain customers' trust, and thus produce deeper cooperation.

3. Business wins by quality.

Business without quality cannot last long. Excellent quality is the premise of every job. This requires fully understanding customer needs, satisfying customers with good service quality and business level, and realizing the unity of quality and enterprise profit.

4. Study the development trend of customer business.

Only by diligently studying the customer business can we find a new way, find the meeting point between customer development and postal business, and create business. 1) Study the annual plan of important customers and beneficial businesses. 2) Study the projects of potential customers and seek cooperation contents.

5. Strengthen communication outside the business and establish friends.

Only by establishing good interpersonal relationships with customers can we win trust and lay a solid foundation for the sound development of our business.

Second, provide satisfactory after-sales service.

1. It's time to send the first thank-you note.

The first thank-you letter should be sent within 24 hours after the car is delivered to the customer. The advantage of this is that it is possible that the family members (company colleagues) will already know through this beautiful thank-you letter before the customer and the new car arrive home (company). Because of the role of this thank-you letter, we not only know the news of the customer's car purchase, but also congratulate him. More importantly, we passed on the good information that the automobile sales company or franchise store is standardized, satisfactory and trustworthy. And these important information may affect one of these people to become your potential car buyer and instantly expand the company's popularity. This is called icing on the cake.

2. The time of the first call

The sales manager of the automobile sales company or franchise store is responsible for making the first call within 24 hours after delivery. Telephone content: 1. Thank customers for choosing our franchise store and buying a car; The second is to ask customers how they feel about the new car, what they know and what they can't use; The third is to ask customers how they feel about the service of franchisees and salespeople; The fourth is to understand the employees' and customers' views and good suggestions on the work of franchise stores, so as to find problems and improve them in time; Fifth, deal with customers' dissatisfaction and complaints in time; The sixth is to ask about the licensing situation of the new car and whether you need assistance. Finally, record the results in the "questionnaire" for tracking.

3. Time to make the second call

Within 7 days after the delivery of the car, the salesperson who sells the car is responsible for the second telephone contact. The contents include: ① asking customers how they feel about the new car; ② First maintenance reminder of new car; (3) Do you need help getting a new car licensed? (4) Record customer complaints truthfully and solve them in time. If it can't be solved, report it in time and feedback it to the customer. Finally, the results will be recorded in the "questionnaire".

Don't forget to arrange a face-to-face visit to customers.

You can find a suitable time, such as customers' birthdays, car purchase anniversaries, dropping in at work, learning about the use of vehicles, introducing the latest activities of the company and other related information. Finally, record the interview results in the "questionnaire".

5. Arrange to contact customers every two months.

Its main contents include: maintaining reminders, understanding customers' usage, listening to customers' interests, and choosing appropriate opportunities to interact with customers, such as playing ball games together and fishing. Through these activities. Enhance friendship, turn business customers into sincere friends and help solve customers' difficult problems. Finally, record the contact results in the "questionnaire" for tracking.

6, don't ignore the usual concern.

Franchise stores often hold free maintenance activities, automobile culture lectures and related activities, timely notification of new cars and products, short message care for emergencies such as hot and cold weather; Send congratulations on the birthday of customers or their families in time, and don't forget to give creative congratulations on the anniversary of customers' car purchase; If there are interesting "short sentences" and "jokes", send them to customers by email or SMS; Don't forget to invite customers to the year-end customer association, and so on.

Third, let the retained customers introduce you to new customers.

1, the key to getting customer recommendation is your word of mouth.

If you want to be introduced, you should make others think that you deserve to be introduced. In this way, it is necessary to develop a good relationship with customers. But you can't say that if you make a deal with a customer, you will have the next chance. On the contrary, you should tap the potential value of customers, so that you can sell successfully again and again in their lifetime, and you can also get the opportunity to be introduced as an influential person in the central government.

2. There are good ways to get customer recommendations.

Remember, every contact with customers is to promote their business. It is extremely important to be able to control customers' thoughts and let them recommend you to others. Although it only took a little time, it was a good investment.

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