For the short sentence of return visit

1. The speech on the return visit was soft and natural.

1. You have to identify yourself first: "Hello! I'm here to bother you ... "Eliminate the distrust of customers.

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

3. Because you ordered the vegetable delivery service of our company before, you recently suspended this service (depending on when the customer canceled). I wonder what caused you to suspend this service?

4. Understand the reasons why customers cancel this service, explain the advantages of the company, and weaken the reasons why customers care about giving up ordering. At this time, you can introduce many new dishes by the way, and you can also greet each other, no matter whether the other person lives alone or takes care of the children. If you are an old man, it may be better to call your uncle and aunt; Ask each other what vegetables they like to eat, and what children and lovers like to eat. Anyway, it is a set of relationships, and then you can say what vegetables are good for what diseases (don't talk nonsense about this, you can prepare a document yourself first, and probably know what vegetables are good for what). I think the original intention of your boss is to save the lost customers, or it can be said that delivery is convenient and fast. If the old man says that the children are not at ease and the transportation is inconvenient, the young man says. Finally, I asked you if you had ordered our vegetable delivery before. You must have considered our company. .. do you think you have any plans to continue ordering here?

5. Concluding remarks for customers who have communicated well: Thank you. If you have a desire to deliver food, you can call me at any time. My phone number is * * * *. All right, we're done here. It was really nice talking to you. I hope I can serve you. I wish you success in your work and good health. Goodbye.

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 duration.

I was sweating when the Chinese teacher called my parents back. How did you learn psychology? How do you study pedagogy? The wording will not?

I can't even communicate with my parents. What was the professional course like at that time?

How to learn the pedagogy and class management of the head teacher?

It's so depressing that the Chinese teacher doesn't know how to speak.

What a pity! ! !

Specific analysis of specific problems, look at the specific situation of each child, find a good starting point for the conversation, and start from the children's lives.

Or family care, gradually turning to behavior and learning. Pay attention to the use of language and speak gently and kindly. number

You can use radical words to talk about children, ask children by innuendo what causes their problems, and talk to parents.

* * * Discuss the solution with parents, so as to avoid misunderstanding with parents, or cause parents to get even with their children.

Have a good talk with your child after the telephone home visit, and also pay attention to the starting point, language use and skills of the conversation.

Nothing, review your professional books more!

The answer on the first floor is a P! Is the last sentence completely intended to cause parents to beat and scold their children? This can only generate goodwill.

The situation is getting worse and worse, and it is easy to induce domestic violence! It is irresponsible to answer on the first floor!

3. How to call back? The best candidate for a return visit is the salesperson! Because only the salesperson knows the original situation best, only the salesperson knows the customer's family economic situation best, and only the salesperson is the only one who leaves a deep impression on the customer;

How to call back?

In order to make an effective return visit, a salesperson must have the following conditions: good memory (being able to clearly remember the terms of the transaction), understanding of the product (being confused about any problem of the customer), good communication skills and resilience (being able to calmly deal with any situation), and super emotional control (being able to maintain a gentle attitude when encountering difficult customers);

How to call back?

Before the return visit, the sales staff should prepare: a glass of water (it takes a lot of time to return visit), detailed customer files (know yourself and know yourself), pens and notebooks (record customer needs at any time) and a peaceful mind (most importantly);

How to call back?

The salesperson's opening remarks can be different according to the understanding of the customer's personality. For impatient customers, just come straight to the point and say what to visit; For the milder, you can use greetings between friends as the opening remarks; For people who are very cultured, you can first find out their satisfaction with the last service product, and then get to know it in depth ~

How to call back?

Salespeople need to make a record of return visits: customers are dissatisfied with those service links, customers' current problems, customers' evaluation of products and customers' suggestions. These are very helpful for the later work improvement;

How to call back?

At the end of the return visit, say goodbye politely and give the customer a promise of improvement or maintenance to lay the foundation for the next return visit.

4. Do you have any skills to visit customers (1)? Focus on customer segmentation.

Before the customer pays a return visit, the customer should be subdivided. There are many ways to subdivide customers, and brokers can divide them according to their own specific conditions. After customer segmentation is completed, different service strategies are formulated for different types of customers. Customer segmentation can also be classified according to the source of customers, including: telephone consultation service, self-developed customers, customers attracted by advertisements, customers recommended by old customers, etc. Before the customer pays a return visit, we must classify the customers in detail and come up with different service methods according to the classification to improve the efficiency of customer service. In short, the return visit is to better serve customers.

(2) clear customer needs

After determining the customer's category, we can better meet the customer's needs by clarifying the customer's needs. In particular, it is best to pay a return visit before customers need to find you, which can better reflect customer care and impress customers.

The purpose of our return visit is to understand the customers' feelings about the houses we recommended, their views on our company and brokers, and how likely it is to become a single order. The significance of return visit is to reflect our service, maintain our old customers, and understand what customers want, want and need most. We need the cooperation of customers to improve our service ability, so as to develop better and better.

(3) Determine the appropriate customer return visit.

Customer return visits include telephone return visits, email return visits and face-to-face return visits. Judging from the actual operation effect, telephone return visit combined with face-to-face return visit is the most effective way.

Pay regular visits. This can make customers feel the integrity and responsibility of your company. The time for regular return visits should be reasonable. For example, after customer consultation, 1 week, 1 month, 3 months or 6 months, pay a regular return visit.

Provide a return visit after contact, so that customers can feel our specialty. Especially when problems are found in the return visit, we must give solutions in time. It is best to go to the scene to deal with the problem with the customer on the same day or the next day.

Pay a return visit during the holiday. In other words, we will pay a return visit to our customers in some festivals and send some words of blessing to deepen our contact with our customers. This can not only play an affinity role, but also give customers some sense of superiority.

(4) Seize the opportunity of customer return visit.

In the process of customer return visit, we should understand the customer's dissatisfaction and find out the problem; Understand a series of suggestions from customers to the company; Effectively handle return visit data and improve work, products and services; Prepare to pay a second visit to the customers who have already paid a return visit. Visiting customers can not only solve problems, but also deepen customer relationships.

(5) Promote repeated or cross-selling through customer return visits.

The best customer return visit is to improve customers' reputation and loyalty to enterprises or products by providing services that exceed customers' expectations, thus creating new sales possibilities. Customer care is lasting, and so is sales service. Paying a return visit to customers and attracting new customers with the help of old customers' products is one of the lowest and most effective ways for customers to develop products and enterprises. The cost of developing a new customer is about 6 times that of maintaining an old customer, which shows the importance of maintaining old customers. Make a return visit plan, when to return to what kind of customers, and how many times to return. The core is "what to return". Constantly update the database and record the details of the return visit, so that the cycle will institutionalize the customer return visit. Cumulative customer return visits will improve sales performance.

(6) Treat customer complaints correctly.

It is normal for customers to encounter customer complaints during the return visit. To handle customer complaints correctly, we should not only calm down customer complaints, but also understand the reasons for complaints and turn passivity into initiative. For example, complaints come from dissatisfaction with housing (due to lack of functions, complex functions, unsightly packaging, inconvenient use, etc.). ) and dissatisfaction with the broker service personnel (unpunctuality, poor service attitude and insufficient service ability). By solving customer complaints, we can not only summarize the service process and improve the service ability, but also understand and solve product-related problems, improve product quality, expand the scope of product use and better meet customer needs. Customer return visit is an important part of customer service. Pay attention to customer return visit, make full use of various return visit skills, and create value while satisfying customers.

5. Call back the customer, what's the first one?

1, you have to identify yourself first: "Hello! I'm here to bother you ... "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 if you have any 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.

The second type

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.

In addition, regardless of the situation of the final return visit, we should record the customer's information on the customer management software in time, such as the written business cloud notes. You can also make plans before the return visit to prevent leaks and so on.