How to call back to customers

How to call customers back? What do customers say when they call you back? What is the process for calling back customers? The tips for calling customers back are as follows:

Article 1. Before communicating over the phone, every staff member should fully understand the characteristics of themselves, the center and their service items, lay a solid foundation, and master basic skills. . If we cannot introduce our service items and the characteristics of our services well, it will be difficult for us to immediately establish a good impression on our customers, that is, "we must first sharpen our tools."

Second, telephone communication must be polite, enthusiastic and generous, neither humble nor generous. The tone should be both formal and soft. The conversation environment should gradually become more relaxed. The first phone call must make it very clear who the target customers are, and then thoroughly understand their needs and how they evaluate the features and value of the product (product), and then conduct a second phone call or visit.

Article 3 When communicating on the phone for the second time and thereafter, you should do so more naturally and with the feeling of making friends with the customer. Strengthen customers' familiarity with themselves, so that they can further effectively introduce and explain in detail.

Article 4 If the customer talks about high prices or other topics, making the conversation awkward, he should take all the responsibility on himself and say: "That's it, Teacher **, it's just that If you have such thoughts or worries, it’s because I failed to explain this matter clearly (the benefits, meaning, function, etc.) of the topic.” For customers who have a far-fetched topic (have an indifferent attitude towards life and health, or have lived in the past). Customers who have a happy day) should develop their advantages, effectively affirm and praise them, and gradually introduce healthy concepts from the sense of responsibility of family and relatives, thereby bringing the topic back to the topic.

After the fifth call is connected:

1. You should first explain your identity: "Hello! I am **, sorry to bother you..." to eliminate the customer's confusion Feeling of distrust.

2. There should be polite words: Can I interrupt you for a minute?

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

4. Make an appointment for face-to-face communication time and method.

5. Conclusion to customers who are good at communicating: Thank you. For your health needs, you can call me at any time. My phone number is *****. Okay, let’s chat first. Getting here? It’s really a pleasure chatting with you. I hope I can serve you. I wish you success in your work and good health.

Article 6: Keep detailed records of every call:

1. Telephone number

2. Customer’s surname (full name is better)

3. Nature of the customer’s work

4. Customer’s attitude and questions

5. How to answer and communicate

6 , date and length of call

7. Time to prepare for next telephone communication

Article 7 Telephone terms and methods for customers who have called for consultation:

1 , opening sentence: Hello! Or Hello Mr. * (Ms.)! I am **,

Sorry to bother you...

2. Purpose: a few days ago (a period of time) Or a specific date) you called to consult and understand **, and now I have a good news for you. If you come to the center, you will get a full set of promotional materials (newspapers, manuals, CDs) about ** from our center; you can Get a more direct and comprehensive understanding of the current status, development prospects, role of genes and health in personal health, and detailed popular science knowledge; 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 an unexpected surprise. You can get ** vouchers worth 100-1,000 yuan; you can directly become a member of ** Health Club and enjoy membership services.

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

Article 8 Terms and methods for calling customers who have received text messages but have not called customers:

1. Hello, I am **, sorry to bother you, we were there some time ago I sent you a text message from **, did you see it? (Let the other party answer and give space for interaction)

A. I said I saw it, and asked: What do you think of **? Answer the following situations based on the customer's answers. If you have a concept or a certain understanding of genetic testing, first praise them for their advanced scientific and technological knowledge and attention to information, and then supplement or explain based on their incomplete understanding.

B. For customers who say they haven’t read it but are interested, you can have a simple and effective explanation with them.

C. For customers who say they have not seen it and are not interested in it, you can communicate other content with them and let them talk to us, so as to understand the customer's situation and ideas, and even let them promote themselves. product.

D. If you are definitely not interested, don’t want to say more, or have an extremely bad attitude, you should end the conversation politely and tactfully.

2. Lead the topic to meeting communication.

Article 9 Telephone terms and methods for unfamiliar customers:

1. Hello, I am a health consultant from the Genetic Testing Henan Promotion Center **. Sorry to bother you. From ** I know that you are a person who pays great attention to health. We are engaged in health work and would like to communicate with you in this regard. I wonder if you are interested.

A. Yes, you can introduce our genetic testing at this time and ask them if they know anything about it. If you have a certain understanding, you can make an appointment to communicate in person after a brief communication, and follow the relevant language in Article 7.

B. I don’t have time now, so you can make an appointment for the next call.

C. If you don’t want to say anything, you should end the conversation politely and tactfully.

Article 10 Telephone terms and methods for customers who have communicated face-to-face first:

1. Hello, I am **, sorry to bother you, ** (time and place) we are ** We have communicated. I wonder what you think of ** now**.

2. Based on the customer’s attitude, further communicate and respond to the above situations.