Six ways to maintain customer status

There are six ways to keep the customer's mood. Successful salespeople all know that whether they can establish a long-term good cooperative relationship with customers determines the success of a salesperson. It is necessary to maintain the relationship between old customers. Here are six ways to share customer information.

Six ways of customer maintenance: 1 0 1, dependence.

Let customers form the psychological habit of relying on brands, take seriously any special requirements or hidden needs put forward by customers, and do everything possible to find reasonable reasons to give reasonable answers.

We will try our best to meet the reasonable demands put forward by customers, that is, the processes before, during and after sale must be meticulous and touch customers with details.

02, complement each other

The process of sales is also the process of solving the conflicts of interests of both parties in time. Only when both parties are satisfied can it be considered a successful sale.

If many customers are unwilling to do after-sales service, they should euphemistically inform the possible consequences of not doing it; What projects are not needed or can be done later, what are the value-added projects we give away for free, and so on. ...

Let customers personally realize the value of the company's sales service, that is, truly serve customers, sincerely think what customers think and meet their needs.

03, combining rigidity with softness

In the process of maintaining customer relationship, we must listen to the customer carefully and patiently, and can accurately judge what he wants to express. When you meet a nail house, you should also take a peaceful attitude and treat it calmly.

Show tolerance rather than blame for customers' mistakes and even negligence, and immediately discuss with them to find out remedies and solutions.

In this way, your customer will thank you from the bottom of his heart and let him know that you can and have the ability to solve the problem for him.

When a customer violates your negotiation bottom line, you should flatly refuse him. If the customer has a certain desire to cooperate with your product or the added value of your product, then he will make concessions.

Many times, you clearly know that the customer's requirements can't be realized, but you must first stabilize the customer and make him full of expectations for you.

04, abide by the principle.

A person who abides by principles is bound to win the respect and trust of customers. Because customers also know that meeting demand is not unconditional.

But it must be satisfied under certain principles. Only in this way can customers have reason to believe that you have followed certain principles when selling products to them, and then they can cooperate and communicate with you with confidence.

In the process of maintaining customer relationship, please don't promise anything or conditions to customers easily. You should respect everything you say with a sense of mission and responsibility.

If you promise easily, once you don't meet the requirements, then you will become a person who doesn't speak good faith in front of customers, which is very unfavorable for future cooperation.

In the sales process, you should use more answers such as "I'll find a way", "I'll find you again" and "I'll ask for instructions" to leave yourself the greatest room for manoeuvre.

05, mutual benefit

In the process of communicating with customers, some salespeople push forward step by step in order to achieve sales goals, and constantly convince customers to recognize the quality of products or services and accept the price of products or services. But some of the methods they took to achieve their goals were not very clever.

In fact, in order to satisfy customers, many excellent salespeople will intentionally or unintentionally use some concessions in the process of sales communication (raise the price in advance and make the conditions stricter).

For example, under the premise of ensuring profits, make price concessions, or propose compromise ways to solve problems according to the demands of both parties.

If the concession strategy in sales communication is properly used, it will be conducive to achieving a win-win situation for both buyers and sellers, and also conducive to achieving long-term sales goals.

06, close the distance

The relationship between smart salesmen and customers will be well coordinated, because you sell not only a single product, but also the added value of the company's products, the company culture and your own personal charm.

After turning a simple cooperative relationship with customers into friends, he will actively promote your products.

However, remember, you can make customers treat you as friends, but you must not treat customers as friends in your heart, because the ultimate goal of businessmen is profit. Once there is a fundamental conflict of interest, there will still be cracks in the process of cooperation.

Six ways of customer service maintenance II. Analysis of Customer Service Maintenance Requirements

First of all, let's think about it: if we are customers, what kind of consultation do you want to provide you?

I believe the conditions in the first picture may be more in line with what we want.

What do customers come to spend for?

In fact, it is to spend money to buy hope, hoping to realize their desire to become beautiful through consumption.

But medical beauty. There is an essential difference between customers and hospital patients:

Going to the hospital is to cure diseases, not to exchange money for life;

But people who come to medical beauty to do project consumption can decide for themselves whether or not to do it and where to do it.

Customers should not only look at the scale, reputation and characteristics of the hospital, but also look at whether the staff are professional and can get corresponding respect on the premise of becoming beautiful.

If we are a professional and diligent consultant, we will be respected by our customers. On the premise of respect, the transaction will become very easy.

On the contrary, consultants who have no credit, are inefficient, deadpan and pretend to be big coffee are actually the least liked by customers.

Second, the basic elements of customer maintenance

What are the basic elements of maintaining customer sentiment? I have roughly summarized the following points.

1,/Smile and be polite

In fact, smile and politeness are the basic etiquette of human social communication. Smiling can bring people closer, while politeness is a sign of respect for others.

We often say that it is not surprising to be polite to many people. Keeping smiling will make your service warm.

2. Professional knowledge

Be familiar with hospital products, be able to use them flexibly, have professional design and consulting ability, and have rich medical knowledge.

When customers put forward similar products, including peer experts, can you familiarize yourself and help customers analyze one or two?

How much experience can you give customers on the road to beauty?

These are what consultants need and can also be their own wealth.

3. Good at communication

The most important thing is communication skills. All transactions are the result of continuous communication.

The atmosphere in communication and listening are also important. If you can talk, you might as well listen. Only by listening carefully can we find the needs of customers and make targeted sales.

Listening is skillful. Don't keep talking when customers come in. Be sure to listen to the customer, find the demand, and then prescribe the right medicine.

4. Professionalism

No matter what industry you want to do, you must have professionalism. He can not only impress himself, but also impress customers. In other words, whether you are a professional consultant or not, customers can feel what kind of person you are.

Personally, I think that when you have professionalism, you will increase your personality charm. Majors are available to all successful people.

Six ways to maintain the feelings of guests, three things you must do when you are a guest.

1, cognitively, regard customer maintenance as an activity.

In the marketing logic of beauty industry:

Small customers are based on small profits-a little kindness, a little benefit, to make a deal. This is customer C.

Customer is based on the relationship between effect and product service-identify with our products and services, which is customer B 2.

Big customers are based on emotional relationships-willing to pay, willing to share, and have feelings for you. This is a customer.

In other words: this is an opportunity to regard customer maintenance as an activity, with plans, plans, implementation, consideration and summary.

2. Organize customer files

The purpose of sorting out customer files is to count customer resources and formulate specific implementation plans according to the number of existing customers.

Classify customers: key customers and general customers.

According to the consumption amount, the number of visits to the store, the number of recommendations, the customer's age, the customer's purchasing power and other dimensions, customers are divided into two categories, and then treated differently.

Data analysis is the main factor, supplemented by personal intuition.

Key customers account for 40%, and general customers account for 60%.

3, speech and material preparation

There are 3-5 kinds of speech skills: SMS speech, WeChat speech, telephone speech, circle of friends speech and group speech.

Material preparation includes: customer files, small gifts, posters, banners, etc.

4. Spiritual and material care

Spirit and matter can never be separated.

Material care is the embodiment of spiritual care, and spiritual care is the sublimation of material care.

When you are a guest, you can't just shout slogans. You need to know how to "invest" and do something.

Spiritual care (spiritual care):

Care and attention, provide help, encouragement, verbal greetings, etc.

Major issues (major issues):

Send masks, fresh vegetables, disinfectants, cards and services.

5. Publicity and access to information

If you don't appear, you don't exist! In this era when WeChat merchants, mobile merchants and broadcasters are competing with us for customers, we must pay attention to publicity and information acquisition. 1 Forget the name of WeChat if you don't show up for a week, 1 Forget to set up an experience card at home if you don't show up for a month!

Wechat: one-on-one, SMS: add the guest's surname and title, such as Miss Liang, no more than 70 words. Voice messages should not exceed 24 seconds.

SMS: SMS should not exceed 70 words, plus the guest's last name and title.

Other media: WeChat official account articles, Weibo, etc.

Short videos: Tik Tok, car express, friends circle video, etc. , you can publish in-store epidemic prevention preparation, in-store cleaning and sweeping, all-staff blessing videos and all-staff mobilization videos.

Telephone: Important customers and employees need telephone maintenance, and the boss should personally make one-on-one telephone calls at critical moments. Sincere concern is never harassment.

Face-to-face visit: the highest state of being a guest. In this special period, you need to do something to make customers remember you.

6, division of labor execution

Enterprise dimension, employee dimension, boss dimension.

A store should do well in these three dimensions, which correspond to three roles, and the three roles reach the same goal by different routes. Only by maintaining and deepening customer relations can it achieve long-term sustainable growth. Any single behavior is weaker than these three dimensions.

Generally speaking, customer relationship maintenance (customer relationship management) needs to be done every day.