Customer service visits old customers

Many enterprises have the practice of visiting customers regularly. Why do they visit customers regularly? Friends who do business should know very well that this is a good way to effectively maintain customer relations. So, how to pay a return visit to customers? What are the stresses and precautions?

Usually, there are two main ways for business people to pay a return visit to customers: visiting customers at home and paying a return visit by telephone. However, how to pay a return visit to customers is better, and many salesman friends say it is very nerve-racking. They are either afraid to communicate with strange customers or nervous when they call. In short, how to pay a return visit to customers is a headache for many salesmen and friends.

How to call back customers? How to call the customer back? What is the process of returning calls to customers? The skills of visiting customers are as follows:

Article 1 Before telephone communication, each staff member should fully understand the characteristics of himself, the center and service projects, lay a good foundation and practice basic skills. If we can't introduce our service items and the characteristics of our services well, it will be difficult for us to establish a good impression on our customers immediately, that is, "we must sharpen our knives first."

The second telephone communication must be polite, warm and generous, neither supercilious nor supercilious, with a formal tone and a certain softness, and the conversation environment should be gradually relaxed. The first telephone communication must be very clear about who the target customers are, and then deeply understand their needs and how they evaluate the characteristics and value of * * (products), and then conduct the second telephone communication or visit.

Article 3 It is more natural to make friends with customers during the second and subsequent telephone communication. Strengthen customers' familiarity with themselves, so as to further effectively introduce and explain * * in detail.

Article 4 If the customer talks about high prices or other topics, which makes the conversation awkward, he should take all the responsibility on himself and say, "Well, Mr. * *, I can only have such thoughts or concerns, because I can't make it clear." For customers who have nothing to do with the topic (people who are indifferent to life and health, or people who live happily), we should give full play to their advantages, effectively affirm and praise them, and gradually introduce the concept of health from the sense of responsibility for family and relatives, so as to bring the topic back to the theme.

Article 5 After the call is connected:

1, you have to identify yourself first: "Hello! I am * * to bother you "to eliminate the distrust of customers.

You should be polite: May I bother you for a while?

The purpose of this call should be explained simply and clearly. Let the customer know why you called him, and it can also find out the customer's attitude most effectively.

4. About the time and way of face-to-face communication.

5. For the customer conclusion with good communication: Thank you. You can call me at any time for your health needs. My phone number is * * * *. Ok, let's stop here. It was really nice talking to you. I hope I can serve you. I wish you success in your work and good health.

Article 6 record each call in detail:

1, telephone number 2, customer's last name (full name is better) 3, customer's work nature 4, customer's attitude and questions 5, how to answer and communicate 6, date and call time 7, and the time to prepare for the next telephone communication.

Article 7 Telephone ways and means of customer inquiry:

1, opening words: Hello! Or * Hello, sir (madam)! I'm * *, sorry to bother you.

2. Purpose: A few days ago (a period of time or a specific date), you called to ask about * *, and now I tell you a good news. If you come to the center, you will get a full set of publicity materials (newspapers, manuals, CDs) about * * from our center; Can more directly and comprehensively understand the present situation, development prospect, influence on personal health and detailed popular science knowledge of genes and health; If you don't have time, we can send our staff to deliver it to you. But if you come to our center, you will get unexpected surprises. Can get 100- 1000 yuan * * vouchers; You can directly become a member of the * * Health Club and enjoy the membership service.

3. Further communication: If the customer is interested and has time, you can explain the membership treatment to him.

Article 8 Telephone terms and methods for customers who have received SMS but will consult in the future:

1, hello, I'm * *, sorry to bother you. We sent you a message some time ago, didn't you see it? (Let the other person answer and give room for interaction)

A. Say yes, then ask: What do you think of * *? The following situations are answered according to the customer's answers. If you have a concept or a certain understanding of genetic testing, first praise its advanced scientific and technological knowledge and attention to information, and then supplement or explain it according to its incomplete understanding.

B. customers who say they haven't seen it, but are interested, can give him a simple and effective explanation.

C. Customers who say they haven't seen it and are not interested can exchange other contents with him, let him talk to us, so as to understand the customer's situation and ideas, and even let him sell his products to himself.

D. If you are not interested, don't want to talk more, or have a very bad attitude, end the conversation politely.

2. Guide the topic to meet and communicate.

Article 9 Telephone language and method of strange customers:

1, hello, I'm * *, health consultant of Henan Genetic Testing Promotion Center. I'm sorry to bother you. I learned from * * that you are a very health-oriented person, and we are engaged in health work. I want to communicate with you in this respect. I wonder if you are interested.