10 Method of tracking customers

10 Method of tracking customers. Sales people want to improve their performance, so we need to track our customers well. When the customer has the intention to buy, we need to think carefully. Here's how 10 tracks customers.

10 Method of tracking customers 1 1, leaving an excuse for visiting.

Take the initiative to go back and help customers check some information and make an appointment for the next meeting. Every time you go to see a customer, if you can't sign the bill on the same day, you must pave the way for the next time.

2. Be a product expert and create a professional image.

If you have introduced the product knowledge to your customers at the first visit, you should repeat the main points of the last product introduction at the second visit, and most customers will not notice what you introduced at the first time.

If it's not your first time to introduce the product, then you should give a detailed introduction to the product on your second visit. What are the advantages and highlights of the product? What benefits can the product bring to customers? Through our introduction, let customers have the desire to buy, be sure to show our professional image and be ready at any time.

3. Keep the access frequency.

Generally speaking, after we visit our customers for the first time, it is best to visit our customers for the second time on the third or fourth day. If the interval is too long, customers will forget us and follow us too closely, which is a bit like forcing debts, which makes customers disgusted. Subsequent visits should be arranged according to the customer's level.

If customers have great purchase prospects in the near future, we will visit them more frequently. For potential customers who have no purchase demand at present, you can relax the frequency of visits, which can be two or three weeks, or you can visit again in a month or two.

4. Make good use of the "hit and run" tactics.

The "hit-and-run" strategy is a sales technique commonly used by Hara Yi, the god of Japanese marketing.

Every time he visits a customer, he is good at judging and controlling the visiting time. When he finds it impossible to visit, he will never be a "bad bench". He often tells customers that the next customer is waiting for me to visit, and even if the customer stays, he will leave in a hurry.

This will make the customer feel that his business must be very good, he has a strong sense of time, he will leave a good impression on the customer, which is better than the impatient customer urging you to leave, and at the same time, he will leave an opportunity for the next visit.

5. Choose "special period" to visit customers.

In the process of customer follow-up visit, we must have a clear purpose of visit, and the effect of choosing "special period" visit will be greatly enhanced.

6, take the initiative to contact customers

Actively contact customers. To do a good job in customer tracking, we need to follow the principle of "actively" contacting customers instead of "passively" waiting for customers' calls. For example, after sending product information or emails to customers, many marketers begin to "wait for the rabbit" and hope that customers will contact us actively.

On the one hand, it expresses our sincerity and service attitude, respects and attaches importance to customers, on the other hand, it is convenient to know the real needs of customers at any time, so as to prevent customers from contacting us without receiving information at some time.

7. Insist on communicating with customers.

To track customers, we should track customers in all directions and in various forms, whether by phone, SMS, email, etc. In short, we should ensure that we communicate with important customers at least once a week, which can not only reflect our respect and attention to customers, but also remind customers that "we exist." Once customers have real needs, they will think of us first, and persistence is victory.

8. Send messages to key customers every weekend.

Insist on sending short messages to key customers every weekend. Every weekend, more specifically every Friday night, send greeting messages to all key customers, including customers who have signed the bill, customers who are about to sign the bill, customers who are focused on tracking, and more importantly, customers who need long-term tracking.

9. Give the customer a definite time.

When customers make demands, they should give each other a definite time at the first time. If you can't specify the time on the spot, he must give clear feedback within the agreed time and clearly tell the customer, "I need to consult the boss about this problem you said; I will give you a definite answer before tomorrow morning! Such a reply will make customers very satisfied and win their understanding and support to the maximum extent.

10, actively communicate with customers and strengthen the return visit.

For our key customers, especially those who have signed the bill, we must learn to pay a return visit, actively communicate with customers, understand and find problems in advance, and solve problems before they accumulate, so as to win greater customer satisfaction.

10 Method of tracking customers. Book the next communication in advance.

When customers leave, in addition to seeing them off, you should also exchange a few pleasantries with them.

For example: so-and-so, nice to meet you today, and I learned a lot from chatting with you. I want to communicate with you more and learn more in the future. These words are reserved interfaces, so that when you call a customer, it won't be very abrupt. )

2. Be fully prepared before the call.

The preparation is mainly about the basic information of customers, the main content and purpose of this visit, the expected handling of customers' doubts, and how to leave an interface for the next invitation.

At the same time, we should consider the occurrence of various situations such as customers not answering the phone, being in a meeting, traveling on business, etc. Get ready for the dialogue.

3. Pay attention to etiquette and thanks

Very polite conversation will make customers feel very happy, so etiquette is very important.

For example, don't cough on the phone and don't talk loudly. Also, no matter how rude or angry the customer is, we should express our thanks and apologies to him.

4. Help customers solve their doubts

Here, we should analyze the reasons why customers don't close the deal or pay the bill in time. Generally speaking, it is divided into price problems, comparison problems, capital problems, budget problems, use problems and so on. To solve these problems, we need professional explanations and warm invitations.

Step 5 give customers a temptation

The temptation here can be divided into price temptation, arbitrage temptation, honor temptation and experience temptation.

For example, if you come to the store to participate in arbitrage at any time this week, you can enjoy XX discount! We will invite 20 customers from 1000 customers to be our guests and give xxx gifts!

Step 6 give the customer a deadline

For example, some offers or activities will end before x, or they will be gone if they don't come!

7. Give yourself a step.

Every invitation, whether successful or not, don't say too much and leave room.

8. Let customers make a commitment to us.

For example, eldest brother only has 20 places this time, so you must come. If you don't come, we will waste a quota and be punished by the company. Please give me the correct spelling of your name so that we can reserve it for you!

9. Be good at giving up and doing things.

Some customers don't want to buy right away, so the tracking time should be extended appropriately. For customers who really have no intention or change their intention, it is generally recommended to sleep for half a year or three months before tracking.

10, keep in touch in various ways.

You can use WeChat, QQ, Weibo, email and other ways to contact customers! At the same time, you can also send some soul chicken soup and holiday, weekend greetings and so on to customers!

10 Method of tracking customers. Interested customers: this kind of customers should speed up the processing. Actively follow up and communicate through telephone, WeChat and other channels to gain the trust of customers and enter the next stage as soon as possible.

2. Considered and hesitant customers: Treating such customers means communication and contact, digging out the reasons for customers' hesitation and breaking them one by one. For example, sir/madam, I understand your concern. In fact, you can have a comprehensive understanding of our company's products and services, and you won't lose anything.

3. Customers who have no intention this time: We should aim at establishing a good relationship, stick to it, and don't be blacklisted directly. Anything is possible.

Skills of tracking potential customers

First, insist on actively tracking customers.

1, take the initiative to contact customers.

Sales should take the initiative to contact customers, not passively wait for customers to find you. Many sales start after sending product information to customers.

"Waiting for the rabbit", expecting customers to contact us actively.

Such behavior is obviously wrong, and the result of "waiting for the rabbit" is often that the customer is gone. Sales need to actively communicate with customers and ask them whether they have received our product information or whether they have received our email. What questions or needs do we have about our products, technologies and quotations, and what work do we need to do?

This has two advantages. One is to show our sincerity and service attitude, respect and attach importance to customers. Second, we can understand the real needs of customers and follow up effectively, while avoiding customers not contacting us.

2. Insist on communicating with customers.

The communication frequency between sales and customers should reach at least 65,438+0 times per week. Telephone, WeChat and SMS are all effective channels, which can not only show our respect and attention to customers, but also remind customers that "we exist". Once customers have real needs, they will think of us first.

3. Send messages to key customers every weekend.

Every Friday night, you can send greeting messages to all key customers, including customers who have signed the bill, customers who are about to sign the bill, customers who are focused on tracking, and more importantly, customers who need long-term tracking. There are the following requirements:

0 1. Don't send short messages in groups, and don't send them to customers in large quantities, otherwise it's better not to send them.

Misspelled words or obvious punctuation errors are not allowed in short messages.

03. At the end of the message, you can sign xx (name) of xx company in case a customer doesn't know who sent him the message.

04. Short messages are concise, which can properly explain the advantages of the company's products and services, highlight key points and express them in place.

05. The short message specifically states "Please feel free to call for instructions if you have any needs or problems", and don't mention specific product requirements, so as not to appear powerful.

Second, adhere to rapid response.

1. Give the customer a definite time.

When the customer puts forward the demand, give the other party a clear time at the first time. For example, when a customer asks us to provide a comprehensive product plan, we should carefully ask each other's specific needs, estimate how long it will take to design this plan, and then tell the customer, "We will send it to you within xx time".

2. If you can't specify the time on the spot, you must give clear feedback to the customer within the agreed time.

For example, if customers still have questions about the products, we can't give them a definite reply time on the spot. Then, the practice is to tell the customer clearly: "I need to consult our product department on this question, and I will give you a definite answer before tomorrow morning!" " "Such a reply will make customers very satisfied and win their understanding and support to the maximum extent.

3. Do what you say and truly "respond quickly".

After making a promise to our customers, the next step is to go all out to fulfill our "promise", to "keep our promise" and to give our customers the greatest integrity and trust!

4. Actively communicate with customers and strengthen the return visit to customers.

For our key customers, especially those who have signed the bill, we must learn to pay a return visit to customers, actively communicate with customers, find and understand problems in advance, solve problems before they accumulate, and win greater customer satisfaction.

Detailed implementation points in the follow-up process

Are there any customers who can place an order at the first contact? Yes, but very few. About 90% of customers are obtained through slow follow-up and "harassment".

We say that we should constantly "harass" customers, but if we put ourselves in the customer's shoes, we will also be annoyed by the sales promotion and harassment that we have nothing to say all day. Such harassment is ineffective, and even makes customers more annoying, counterproductive and alienating!

1, "What can I do for you?"

Start the conversation in a positive tone (you are helping, not selling) and use open-ended questions to interest customers in the conversation.

2. "We can solve this problem!"

Customers like you to answer their questions in a language they can understand.

3. "I don't know, but I will try my best to find the answer."

If the customer's question is tricky and the company can't answer it, you should tell the other party frankly. If you are not sure of all the facts, you will lose your reputation.

4. "We will take responsibility."

Tell your customers that it is your responsibility to satisfy them and let them know that you know what kind of products or services they need.

"We will provide you with the most suitable product package."

It is necessary to ensure that the products provided to customers are the most suitable for his needs, rather than forcing the company's products on customers.

6. "Thank you for buying our products."

This sentence is far better than saying "thank you for your purchase" to customers. You can also answer the customer's questions enthusiastically by telephone after the transaction is completed to express your gratitude to the customer.

Note: Ignoring the above steps and sentences will leave the impression that "I won't be interested in you unless the list is settled", which will make your customers feel cheated, used or otherwise malicious, thus causing negative advertising effect to the company.