How do credit intermediaries follow up with customers?

I am a bank credit intermediary. Tell me about a customer who clinched a deal on August 3 last Wednesday.

The client development date is June 8, and the first call is 3: 43 pm. The information I learned is that the client's surname is Xie, and he has a deep house in Longhua, worth about 4 million. He has a deep house and social security, and he has a company that has been operating for more than 65,438+00 years. The company makes condiments, except for 550 thousand mortgage, there is no other loan, and its credit is good. The number of inquiries in the past six months is basically zero.

Ok, I basically know all the professional information I need. The client told me an important news on the phone. His sister needs to repay a loan of about 6.5438+0 million at the end of August, and there is still a lot of time. I'm in no hurry to get the money. Let's wait a while and see if we can raise money.

Then he asked me about the cost of crossing the bridge. I know in my heart that this customer doesn't necessarily need to cross the bridge. Then I said that the price was very low when there was no problem with credit reporting, so I quoted him a lower market price (meeting customer demand+zero risk commitment).

My client told me that I would come to the Civic Center on business recently, just opposite my company.

Ok, I said you can come and have a look when you're done. It doesn't matter whether you do it or not. One more choice means one more opportunity. You can bargain with others based on my situation (fuzzy sales proposition+waiting threshold).

Sales files were set up on the 8th, and the next day happened to be the Dragon Boat Festival. Later, I sent a blessing message. 12 on Sunday, I was transferred to work. At 8: 28, I sent a text message to remind the government that I could come to work and do business today, but I didn't reply.

13, at 4: 20 pm, told a story that the company approved another order of 3.2 million today, which stimulated him to come over and learn about it and never returned.

On Wednesday, June 5th, 65438, 18: 50, I sent a short message to my life assistant, but there was no reply.

June 17, happy weekend SMS.

On Monday, June 22, I called at 9: 35 am to ask if the customer had done anything. The client said not yet. I said I should remember to come to the company to have a rest, see beautiful women and learn about the loan.

On June 22, at 9: 26, I sent a text message asking if I came to work for the government. Reply: No time.

Text messages on the weekend of June 24,

On June 28 16: 20, I sent a famous saying that I cherish time. Didn't come back

On June 30th, 16: 15, I sent a short message joke.

Short message 1 on the weekend of July, no reply.

I called at 9: 40 a.m. on July 4 and said I didn't need it for a short time. I need to contact me again.

It's a little complicated. After reading my follow-up time, it is a bit frequent, and the customer may be a little disgusted (the sales proposition is too clear). Ok, adjust the frequency immediately and continue to send text messages.

Send a joke message on July 6 16: 20.

Short message on the weekend of July 8

July 13 16: 20 Joke SMS

July 15 weekend SMS

July 20 16: 20 joke message

Short message on the weekend of July 22nd.

In the past 20 days, I have done two things, sending text messages at a fixed time on Wednesday and Friday, doing nothing else, and the customer has not replied. At this time, I felt that customers should act quickly if they want money. I simulated a set of words at home at the weekend and listed the possible problems to prepare.

At 9: 40 on July 25th, I called my client. The client said that he would attend a training today and talk about it later in the evening. I think it's a play. After seeing the hope, I continued to hone my preparation skills and burst the company's packaging, saying that our company is one of the best in the industry, with a monthly turnover of more than 3 million. The company has been doing it for more than three years. The company's property is its own property, and the boss is the backbone of bank entrepreneurship.

Why did you blow up the company's packaging? Because customers can basically say that they don't understand anything. Such customers are generally worried about the safety of funds. If they package themselves in a noble way, customers will not worry about the safety of funds and will trust the strength of the company more.

19: 30 pm, that is, the end time of the news broadcast, has been taken into account. Bosses, civil servants, and stock investors generally like to watch the news broadcast. When the customers are concentrated and in good condition, it will be much better to talk about problems.

This call focuses on the customer's needs: the funds need to arrive at the end of August, the amount requires more than 2 million, the interest does not exceed 6%, and the final cost is 1%. Finally, there is the question of cost.

Our company's packaging skills were directly thrown out, and then we used a zero-risk commitment. On the premise of no other problems, we can help you operate and let him issue a real estate license for evaluation. The customer said no problem. The previously useful mobile phone number is not related to the customer, and the phone also ignores the situation of asking the customer WeChat.

I didn't answer the phone the next day, and I didn't answer the SMS query. Tell him to add my wechat, but not add it. At this time, I came back to review my sales actions and found myself stuck in the cost. Now my goal is to pay attention to the cost.

Then explode the cost separately! First of all, I asked my five colleagues to call the customer within two days, offering high prices and high interest rates, and found that the customer actually answered the phone and talked a lot. I finally hung up when I thought it was inappropriate. Then I went to talk about the cost.

1. explain the price and value, and we will provide the most convenient service.

2. What are our strengths?

3. What did you do for each expense? (The goal is subdivided into many sub-expenditures)

4. Perfect after-sales service;

5. Complaints from the industry and itself.

On Thursday, July 28th, I made a phone call at 16: 20 in the afternoon, expounding five aspects in the morning, focusing on price and value, and adding a complaint. The client agreed to pay 1 point, and came to our company after the training class on Friday night. In the evening, he took the initiative to add my WeChat and sent me a copy of the real estate license.

Arrived at the company around 6: 50 on Friday night. I think the customer came to the company at this time, and it was basically a deal. I'm going to ask my boss to help me increase the cost. The boss is on his way back to the company. I chatted with the customer, because I knew I couldn't beat the customer to talk about the cost, so I reported three points. The client said he was looking for my boss, and I said he was on his way back.

Then I started chatting with my clients. I went directly to McKay 66 and told him about his family. I won't list them one by one. The important point is that his sister's house mortgage is about to expire, and she needs to pay back 6,543,800 yuan at the end of August. At this time, I realized that customers just need it!

After talking about his industry, there are also Internet, P2P and e-commerce platforms! Fortunately, I know a thing or two about it. The chat was pleasant and the customer's mood was high. About 40 minutes later, the boss came back and began to talk about expenses. I told my boss about the customer's needs. After intense negotiation, the customer can accept 1.5, and needs to go home and discuss with his wife.

Then there's nothing we can do. The customer actually used the highest authority method in the negotiation, and we can't give in! If you say you can do at least two things, then discuss with the big boss (the boss also used the highest authority method, but in fact there is no boss, it is a fabricated authority) and the customer will go home? Yes

I have been training in the team for more than 70 days, and my mentality will be really good. I'm helping customers. Failure to do so is a great loss to customers. I will try my best to help him. The customer is a condiment manufacturer and plans to do a market research report on the weekend. When asked in the group, there is no such industry. If you find that you can't finish it in a short time, you must change your direction. Pack some collected management materials and previous management training materials and send them to customers, and write the recommended reading order.

It was posted on WeChat, but the customer didn't reply. But I found that he sent a circle of friends on Sunday, indicating that he should have seen the news. On August 1 9:40, the customer said that my wife didn't think it was necessary to spend the money and had not discussed it with her.

I said I would help you and the company apply for a lower price, and then I hung up. The customer talked to me about the cost, which showed that he still needed it, but it was stuck in the cost. Well, I called an hour later and said that it took a lot of effort to help you reduce 0.3 points. 1.7% did it for you. The customer said that he would consider it, and his tone was very cold.

Then I found that the problem was wrong. I thought he and I were not on the same level. On the morning of August 2, I explained the situation to my boss and asked him to call me to discuss the cost. The customer said that 1.5% was acceptable. The boss said that if you can come today and tomorrow, I will help you 1.5%. After these two days, the price is gone.

On the evening of August 3, the customer came to sign the contract. When signing the contract, because we made a lot of concessions on the cost, the customer also had to do something for us. Finally, it is determined that customers will pay about 3,000 yuan in notarization fees in 380 yuan and real estate assessment, and collect account taxes.

This is how the client signed. My clients have a good impression of me. He said that many intermediaries called him and said that the fees and interest in some places were lower than ours. He said he didn't trust others and that I was sincere. He said he remembered me completely.

After signing the contract, he also said to invite me to dinner. Hehe ~ ~ ~ a small one, the manuscript fee is about 35 thousand, and the commission is only about 10 thousand. However, in the follow-up of this customer, I adopted digital management. I made a detailed registration of the time of each sales action to know the frequency, and also used fuzzy sales proposition, zero-risk commitment, target segmentation and single point blowup.

——————————————————— Excerpted from "I tell you everything" author Lan Xiaoyu shared information internally.

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