How to make regular customers pay a return visit to bring business?

You can call back, or add their common contact information according to different customers' preferences. You can inform customers of new products or store activities.

Want to do business well, nothing more than two points: one is to stabilize old customers, and the other is to constantly turn new customers into old customers. Failed salespeople often consider the problem from the perspective of finding new customers to replace old customers, while successful salespeople consider the problem from the perspective of keeping existing customers and expanding new customers, so that sales are increasing and sales performance is getting better and better. "Old customers" principle:

1. Customers are people and women. Only by taking good care of others can we really impress people and win the trust of customers.

2. Always remember: We are salespeople, and it is our duty and obligation to create sales performance. The purpose of all our customer maintenance work is to create sales and enhance brand image! First, what is an old customer? Standard Definition: An old customer refers to a person who has been familiar with and used the products and services of an enterprise, has different degrees of confidence in the enterprise, products or sales staff, and has the desire and behavior to keep buying. Folk definition: My mobile phone number (shop assistant) is stored in her mobile phone. People who want to buy clothes think of me first. Our service, especially for old customers, is to tell customers that we care about them, care about them, and will always accompany them to make them feel at ease, at ease, comfortable and happy. Generally speaking, the marketing of old customers is generally divided into three steps: building relationships? Promote cost reduction? Daily contact. Second, how do stores establish effective customer files? The establishment of old customers mostly comes from stores, and each store must have detailed customer files. When designing a customer relationship table, we should start from two aspects.

1. Hardware file (importance 20\%): name, gender, nationality, approximate age, email address, telephone number, clothing size, consumption amount and consumer product model.

2. Software files (importance is 80\%): working status, family status, personality orientation, personal consumption habits, personal dress preferences, daily entertainment hobbies, living habits, favorite service methods, acceptance of promotional information and values. The computer system is used to organize customer information into an organized basic database, which is added to the consumption database in time after each consumption by old customers. Always keep communication with old customers, and effectively prevent frequent loss of customers. At the same time, using the database, we can also analyze the differences of customer visits and identify "gold medal" customers. ★ Suggestion: Shops can conduct a "customer file" appraisal through games or competitions, and judge the most complete and effective file materials from both "quantity" and "quality" and reward them. For example, in the first quarter, the shopping guide with the largest number of registration forms will reward the collected forms; In the second quarter, evaluate the completeness of the form, and the most complete registered colleagues will be given appropriate rewards, and the most incomplete colleagues will be responsible for sorting out and warehousing for one week; The third section randomly selects the contents of the form to evaluate the effectiveness of the contents of the file. The shopping guide with the highest integrity is rewarded, and the colleague with the lowest integrity is punished. ★ Matters needing attention when registering:

1), reassure customers with a cordial and caring service attitude, and tell customers that the purpose of our registration is to better serve them. And ensure that the customer's personal information will not be leaked.

2) The words are light and lively. In the process of registering information and services, the first step to close the distance with customers is to establish a long-term relationship.

3) Informing customers about the brand VIP level has become the basic requirement of VIP, the preferential treatment and welfare of VIP customers, and the VIP management system.

4) When we first establish a relationship with our customers, we usually ask their names and phone numbers first. If the customer doesn't mind, we can ask the birthday and mailing address. Others should get information through possible in-depth communication. Never ask for customer information in the name of the company's needs. Third, how to maintain daily: What can we do to make customers become old customers and even our loyal VIP in the process of going to the store for consumption? High-quality products or services are crucial to customer loyalty. To retain customers, we must first study why our lost customers buy other products. Most dissatisfied customers will leave silently, without giving you a chance to keep their loyalty. Therefore, a major goal of all customer service is to make it easier for customers to complain. In addition to the company's customer service telephone number, we can directly tell customers the telephone number of the local consumer complaint hotline, encourage customers to tell their psychological words to the third party, and then supervise us through the third party. The first step: the concept of service really goes deep into the hearts of every employee.

Remind employees to pay attention to customer service repeatedly, discuss customer satisfaction at staff meetings, and learn and discuss with examples. To solicit customer feedback, customer satisfaction as part of employee performance appraisal. Define the corresponding expectations and minimum customer service standards, and put them in place. The concept of service is truly rooted in the hearts of every employee: service is a kind of marketing, a higher level of marketing. Step 2: Look at your store from the customer's point of view. When you want to do a survey, first, you or your employees pretend to be customers and fill out a form. Whether the questionnaire lists questions that you all think are unimportant, whether it involves questions that people are used to avoiding, and whether the purpose of your investigation can be achieved ... Another idea is that it is more effective to invite customers to speak at your meeting and listen to their good words and bad words than to show your chart. In order to establish customer loyalty, it is necessary to readjust customers' expectations for excellent service quality. That is, not only to meet expectations, but also to exceed expectations; Provide unique and unforgettable products or services. Once possible, the service will be personalized or even customized, so that a cooperative relationship will be established between customers and specialty stores. Step 3: empathize with the clothes bought by customers. ★ Respond at any time: Before the customer leaves the store, be sure to inform the customer of the washing precautions and storage methods again, and assure the customer that we will respond to their questions in time. For example, issue the contact card of the store and tell the customer the name and mobile phone number of the shopping guide, so that customers can contact the store directly if they have any questions, and don't let customers have worries. ★ Customer pays a return visit: After the customer buys it back, we should call the customer at an appropriate time to ask whether the customer likes it, whether it is comfortable to wear, and if there are any questions about washing. Caring is the customer's favorite marketing method and the most humanized promotion method. If we care about our customers as much as our own clothes, they will trust you more and become your long-term customers. ★ Consistency: We want our customers to know that we not only have high-quality products, but also have thoughtful, enthusiastic and meticulous services, which are consistent before, during and after sale. A specialty store effectively displays, smiles and provides thoughtful service in the whole process of commodity sales, but after the sales, it transfers its enthusiasm to other customers, then we will make customers feel cheated, and our purpose is to sell, so they don't want to believe us anymore. From beginning to end, the service should be coordinated with the pre-sale and sale, so as to be harmonious and perfect. Step 4: Actively establish emotional contact channels with old customers. ★ Emotional investment: establishing a "unique effect". Through regular telephone greetings, special care, mailing sales advice cards and holiday or birthday cards, giving souvenirs, holding social gatherings, etc. We can express our concern for our old customers. Small cards and simple messages will be the "ties" between buyers and sellers, and good interpersonal relationships will make many customers willing to deal with us for a long time. ★ Care about the psychological feelings of customers: Perceive customers with emotional actions and words. No one will refuse the care of others, and no one will refuse their inner feelings. Customers who come to the store for consumption in the following rainy days should ask if they have an umbrella before going out. If they don't have an umbrella, they should provide an umbrella after receiving the deposit, and change clothes in time if they get caught in the rain. After returning home, send a message to the customers who spent the day, thanking them for coming to support us in rainy days and so on. If we remember our customers, our customers will remember us. ★ Suggestions:

1. The "Old Customer Maintenance Month" or "Old Customer Maintenance Competition" can be appropriately implemented in the store to promote the employees in the store to pay attention to customer maintenance.

2. Shops should establish an effective SMS database, and when sending messages to old customers, we should focus on making customers feel our concern for her. Too commercial information will make customers resent, and only warm and intimate information like friends can impress old customers. A. Holiday SMS: The focus of SMS is to give customers good wishes for the holiday, and avoid mentioning the activities of the store during the holiday in the information. B. Birthday SMS: The key point of SMS is to remind the customer that today is her birthday and wish the customer happiness. C. Seasonal SMS: If reminding customers that the weather is getting cold in winter, pay attention to adding and subtracting clothes and paying attention to diet. Avoid mentioning new products in information. D. Contact information: For customers who haven't seen each other for a long time, we can reveal our thoughts about her and remind them to take a rest. It is best to let the shopping guide who has the closest relationship with customers send messages directly to customers. Taboo seems to be asking customers if anything has happened.

3. Make a detailed statistics on the number of return visits and emotional contact of each employee to the old customers, as the assessment basis for the promotion and demotion of store employees. Promote employees to turn this work into daily work to operate. The following is for reference: a. Customers who spend more than 2000 yuan at a time must call back one week after purchase and ask how they feel when they wear it and whether they have washed it.

There is no doubt about it. If the customer can't answer any questions, he must make an appointment with the customer to solve them. B, new customers brought by old customers, regardless of the purchase amount, need to send a message on the same day to thank the old customers for their love of the brand and support for the store; Thank new customers for their recognition of the brand. Call back in a week to see how you feel about getting dressed. B. When the accumulated consumption of customers reaches a certain amount, send a thank-you letter or short message to thank customers for their love for Gliese. C. Customers who spend the highest amount of money every year can be visited by regional sales staff with flowers to thank customers for their support over the past year and ask for their suggestions. D, pay a return visit to the collected content, the unification of regional management is the responsibility of the region, and the company is transferred to the customer service department of the head office, which is the responsibility of the company. Step 5: Solve the problem in time and effectively. In order to improve the return rate of customers, it is equally important to solve problems through good customer service. In the clothing industry, customers who have solved problems are more loyal than those who have never encountered problems. What if the customer is not satisfied? Step 1 is to listen and empathize. Pay attention to the main points of customer complaints and let customers express all their dissatisfaction. The second step is to talk. Angry customers usually look for a good listener, who will show their true feelings about their experiences and have an emotional conversation from the customer's point of view. Stabilize customers' emotions. The third step is a sincere apology. Apologize no matter right or wrong. It is much better to apologize from the heart and admit the inconvenient facts than to apologize according to the mechanized standard. This is an important and powerful step to retain customers. The fourth step is to analyze and clarify the cause of the matter and repeat the customer's concerns. The fifth step is to explain. Show a sincere desire to solve complaints. The sixth step is processing. Put forward a fair solution to the problem. What customers want is action, not a few empty words. The seventh step is compensation. Give some value-added compensation for the inconvenience or injury caused to customers. For example: send small gifts. The eighth step is the result. Ask the customer if the solution is satisfactory. If you are not satisfied, come up with the final opinion and solve it on the spot. After the problem is solved, don't forget to thank the customer. Showing her valuable opinions can enable us to provide better service to our customers. The ninth step is feedback. Customers will be more impressed when they take follow-up actions to ensure that the store's response is implemented. In addition, if the first solution fails to satisfy customers, specialty stores can get a second chance through follow-up actions. 4) How to carry out effective old customer activities?

1, VIP gathering at least four times a year: there is communication and information exchange between customers, and there should be a bridge to connect customers and make them friends. The theme of VIP party can be closely related to sales, or it can be completely separated, such as holding product recommendation activities, networking activities for mountaineering friends to get close to nature, or salon activities such as clothing salons, women's health care, fashion information, parenting education, and beauty cosmetics.

2.VIP specific feedback activities: such as birthday feedback? In addition to birthday cards or small gifts, set up a VIP customer to come to the store for consumption on the birthday, and give certain discounts on the basis of the original discount; Holiday feedback? For example, send carnations on Mother's Day and health care guides on National Day; Specify product consumption feedback? For example, gifts or discounts will be given to consumers with a specified amount of money, and cosmetic services will be provided to consumers with evening wear products.

3. We can consult our old customers and collect the VIP activities they most expect from us. Without affecting the brand image, the opinions are feasible and have no obvious benefits.