How to interact with pe customers

In corporate marketing activities in various industries, some companies only focus on attracting new customers, but ignore maintaining existing customers, causing companies to focus their management on pre-sales and sales, resulting in problems in after-sales services. Many problems cannot be solved in a timely and effective manner, resulting in a large number of existing customers being lost. However, in order to maintain sales, companies must continue to add "new customers", and this cycle continues. This is the famous "funnel principle". The same goes for car sales.

So, how to maintain good relationships with customers and improve customer loyalty?

1. Maintenance of customer relationships

1. Determine target customers and seize key people

Successful automobile marketers will remember the user’s birthday, user Birthdays of family members and their addresses and phone numbers, etc. Just like establishing key customer information, statistics and research on all aspects of key personnel in key units should be conducted, and preferences should be analyzed.

2. Treat people with sincerity

Only by being sincere can you maintain a long-term business relationship. When dealing with customers, we must establish a good image and "treat people with sincerity." This is an ancient motto of the Chinese nation for thousands of years. Business negotiations, production, after-sales services, etc. should also start from the interests of customers, adjust work with customer satisfaction as the goal, extensively solicit customer opinions, consider their economic interests, handle difficult problems in customer operations, and gain the trust of customers, thereby creating deeper levels of cooperation.

3. Business wins by quality

Business without quality cannot last long. Excellent quality is the prerequisite for every job. This requires fully understanding customer needs, satisfying customers with good service quality and business level, and achieving the unity of quality and corporate profits.

4. Study the development trends of customer business operations

Only by diligently studying customer business can we find new ways to find the convergence between customer development and postal business and create business. 1) Study annual plans for important customers and profitable businesses. 2) Research potential clients’ projects and seek content for cooperation.

5. Strengthen communication outside of business and establish friendships

Only by establishing good interpersonal relationships with customers can we gain trust and lay a solid foundation for the healthy development of the business.

2. Provide satisfactory after-sales service

1. Time to send the first thank you letter

The first thank you letter should be sent to the customer 24 days after the car is delivered Occurs within hours. The advantage of this is: it is possible that before the customer and the new car arrive at home (work), his family (colleagues at work) will already know about it through this exquisite thank-you letter. Because of the role of this thank-you letter, not only does everyone know the news of the customer's car purchase, and everyone will congratulate him, but more importantly, it conveys to everyone the good information that the car sales company or franchise is doing things in a standardized, satisfactory, and trustworthy manner. And this important information may influence one of these people to become your potential car-buying customers, instantly expanding the company's popularity. This is called "icing on the cake".

2. Time to make the first call

The sales manager of the car sales company or franchise store is responsible for making the first call within 24 hours after the car is delivered. The contents of the phone call include: first, thanking the customer for choosing our store and purchasing a car; second, asking the customer how they feel about the new car and whether there is anything they do not understand or use; third, asking the customer how they feel about the store and the sales staff’s service ; The fourth is to understand the working conditions of employees and customers' opinions and good suggestions on the franchise store, so as to find problems in time and improve them; the fifth is to deal with customer dissatisfaction and complaints in a timely manner; the sixth is to inquire about the registration status of new cars and whether assistance is needed. Finally, record the results in the "questionnaire" for tracking.

3. Time to make the second call

The salesperson who sold the car will be responsible for making the second call within 7 days after the car is delivered. The content includes: ① Asking customers about their feelings about the new car; ② Reminders for the first maintenance of the new car; ③ New car registration status and whether you need help; ④ Record customer complaints truthfully and resolve them in a timely manner. If they cannot be resolved, report them in time and give feedback to the customer. . Finally, the results will be recorded in the "Questionnaire".

4. Don’t forget to arrange face-to-face interviews with customers

You can find a suitable time, such as the customer’s birthday, car purchase anniversary, work trip, etc. to visit the customer to learn about the use of the vehicle, introduce the company’s latest activities and other relevant information. Finally, record the interview results in the "questionnaire".

5. Arrange to contact customers every two months

The main content includes: maintenance reminders, understanding of customer usage, listening to customers' interests, and choosing the appropriate time. Interact with customers, such as playing ball, fishing, etc. through these activities. Enhance friendship, turn business customers into sincere friends, and help solve customers' difficult problems, etc. Finally, record the contact results in the "questionnaire" for tracking.

6. Don’t neglect ordinary care

Specialized stores often hold free maintenance activities, often hold car culture lectures and related activities, timely notifications of new cars and new products, whether the weather is hot or cold Provide text message care for emergencies; send timely congratulations to customers on their birthdays or birthdays of their family members, and don’t forget to be creative in congratulating them on their car anniversary; send e-mails when encountering interesting "short sentences" and "jokes" Or send a text message on your mobile phone to share it with your customers; don’t forget to invite customers to have fun together at the year-end customer party, etc.