The customer who makes the inquiry is the middleman. After the quotation, he said that his client had no news. How to follow up?

After the customer makes an inquiry, it is an essential step to follow up with the customer. Follow-up is often divided into three categories according to different customer situations. 1. It is service follow-up. 2. Transformation and follow-up. 3. Long-term follow-up. This article only talks about the latter two kinds of follow-up, because the first kind is the follow-up that has been done in business, which I will talk about in detail in future articles. The second type of transformational follow-up refers to the follow-up way of knowing that cooperation can be achieved through hard work through appointment or visit. The third kind of long-term follow-up means that it is difficult to reach cooperation in the short term. The so-called transformation follow-up is determined according to the attitude of customers. There are the following situations: 1. Customers are still interested in and need this product, but they still have different opinions on the price. For the follow-up of this kind of customers, it is best to collect the prices of similar products and settle accounts with customers from your own product costs in order to get the approval of your product prices. In order to reach an agreement, it can be reduced on the basis of the original quotation. 2. Customers are very interested in products and want to buy your products, but they can't buy them because of temporary financial problems. You should coordinate with such customers, make a timetable for them, and let the cost of buying your products enter the budget. Of course, such customers will not directly say that they have no money. You should learn to judge for yourself. There are many salesmen who will not follow up this kind of customers. I remember that when they follow up, the customers have already bought other products. My practice is that as long as the customer is reliable, first give the product and then make an appointment to collect money. 3. The customer doesn't know much about the product, and his attitude is ambiguous. It doesn't matter whether he buys it or not. For this kind of customers, we should try our best to make our products easy to understand, quantify the benefits that products bring to customers and arouse their desire to buy. Customers are often most concerned about what benefits your product will bring to his company. The so-called long-term follow-up means that customers don't want to use your products at all or have already bought similar products. Such customers will not reject your products because of your active follow-up, and will not cooperate with you. Will you give up such customers? Practice has proved that there are often big buyers in this kind of customers, but they are disgusted if they follow too closely. The best way is to be friends with him sincerely. A warm word on weekends, a greeting postcard on holidays and a small birthday present. As long as you insist, such customers will bring surprises. The above briefly introduces some follow-up methods, which may not be exhaustive. But many methods in sales must be flexible, must have a certain degree of understanding, and learn to constantly sum up their own experience. By analogy, self-learning without a teacher is the highest level of sales. Always follow up, usually it won't succeed the first time. Be prepared to follow up a hundred times. Well, the follow-up is really a big deal. Take it seriously and persevere. When making an offer to a customer, it is often a long wait, and this wait needs to be followed up. Follow up in time, you can get the news of the guests in time and solve the problems of the guests in time. That is the ultimate winner. Don't worry, sometimes the quotation is quoted for a long time, and the customer finds it again, because there was no hurry at that time. When they want it, if they think it is ok for the price of your product, they will naturally look for it. Following up with customers is a very important step. According to my years of experience, only 5% of them can do business when they come for the first time. In other words, follow-up has become the most important work in sales. Of course, the potential customers who will never do business with you only account for 5%, which requires an excellent salesperson to constantly master the methods and skills of follow-up in daily work, and constantly accumulate potential customer resources to achieve the result of sales growth. Salespeople must understand that follow-up must be based on the first appointment and the first visit. Without the first judgment, it is difficult for the follow-up process to have a result soon. Many salesmen are also very diligent, visiting customers every day and calling customers every day, but they always can't get accurate customer information and situation. They don't know how to follow up according to different situations. Take the initiative to ask for a contract, so that customers can give you a clear attitude, so that customers in need can sign a contract with you once, and customers who can't sign a contract should also find reasons to refuse you. Many of our salespeople are afraid to ask customers to sign contracts for fear of rejection. As a result, they can't sign the contract, and they don't know whether the customer needs their own products after going out or putting down the phone. For a small example, a saleswoman who sells Internet phones talked with me for more than a month through Tradelink, and also let me know about her products, but she didn't directly offer to buy her products with me. As a result, a new male salesman in her company asked me to buy one for him for the first time, and clearly told me how much money I could save in a month. I promised to visit him. As a result, the female salesman and the male salesman came to our company together. I saw the product and installed one. Later, the salesgirl said: Manager Huang, I contacted you for a month, and you didn't buy it from me. Why did you promise him? I said, you didn't say anything about selling me products. I thought you were just chatting with me! What I want to tell you through this example is that selling is sometimes very simple. I often divide follow-up into three categories according to different customer situations, 1. It is service follow-up. 2. Long-term follow-up. This article only talks about the latter two kinds of follow-up, because the first kind is the follow-up that has been done in business, which I will talk about in detail in future articles. The second type of transformational follow-up refers to the follow-up way of knowing that cooperation can be achieved through hard work through appointment or visit. The third kind of long-term follow-up means that it is difficult to reach cooperation in the short term. The so-called transformation follow-up is determined according to the attitude of customers. There are the following situations: 1. Customers are still interested in and need this product, but they still have different opinions on the price. For the follow-up of such customers, it is best to collect the prices of similar products and settle accounts with customers from the cost of their own products in order to get the approval of your product prices. In order to reach an agreement, it can be reduced on the basis of the original quotation. 2. Customers are very interested in products and want to buy your products, but they can't buy them because of temporary financial problems. You should coordinate with such customers, make a timetable for them, and let the cost of buying your products enter the budget. Of course, such customers will not directly say that they have no money. You should learn to judge for yourself. There are many salesmen who will not follow up this kind of customers. I remember that when they follow up, the customers have already bought other products. My practice is that as long as the customer is reliable, first give the product and then make an appointment to collect money. The so-called long-term follow-up means that customers don't want to use your products at all or have already bought similar products. Such customers will not reject your products because of your active follow-up, and will not cooperate with you. Will you give up such customers? Practice has proved that there are often big buyers among such customers, but if you follow too closely, it will cause disgust. The best way is to be friends with him sincerely. A warm word on weekends, a greeting postcard on holidays and a small birthday present. As long as you persevere, such customers will surprise you. I have briefly introduced some follow-up methods above, which may not be exhaustive. However, many methods in sales still need you to learn to be flexible, and you also need to have a certain degree of understanding. You must learn to constantly sum up your own experience. By analogy, self-learning without a teacher is the highest level of sales. Customers, like friends, need to keep in touch frequently. If you keep in touch for a long time, it's easy to get lost, but if you have nothing to call, it's easy to arouse people's resentment, especially those who haven't placed an order yet, so tracking skills are very important. In the early stage of developing customers, there are often close contacts because they are eager to place orders. When a period of time has passed, the customer still doesn't want to continue tracking. Of course, this is quick success and instant benefit. As the saying goes: you can't eat hot tofu if you are impatient, and sometimes you have to give customers more space. He is not only in charge of the business you want to do. When your career is put on the agenda, you must pursue it, otherwise people will not do it now, and you will be bored if you pursue it every day. Therefore, to do business with customers, we should make long-term preparations and not be impatient, that is, we should give ourselves time and give customers time. Like XCTG, I always chased him at first. I haven't called him for two weeks. Yesterday, he suddenly called me and asked me to take some towels to have a look. I am ecstatic. It can be seen that doing business cannot require immediate results. We must believe that giving is rewarding. As long as you follow the inertia, there will be an echo at a certain time. There is no need to rush for success, but the result will be bad. Treat your customer as a friend, treat him as a friend and treat him equally. You can't curry favor with him in a way inferior to his. Only in this way can the relationship between them be maintained in a stable and respectful state, and when both sides start to be casual, business can naturally be done. There are two important ways to track customers. One is to extend the visiting hours. Things that could have been done at once should be done separately. Usually, the salesman will show all the information, sample clothes and other things to the customer at the first meeting. As a result, after the first visit, there was nothing to do and I didn't know how to tell my customers. Actually, this is not right. It is necessary to take these links apart, lengthen the time and match the time according to the law of business development. For example, the first meeting only brings some basic information. When you ask something during the conversation, you can use these excuses to send some relevant information for the second time, send samples for the third time to have a look, and invite him to see the factory for the fourth time, so that you will be familiar with it after two visits, customers will feel familiar with you more often, and there will be more reasons to meet. Usually, whether you can do business is directly proportional to the number of times you go to the client company. The second is to contact by SMS. For some customers who are unfamiliar with each other and have to keep in touch for a long time, you can use SMS. By sending him some short messages to remind him of you occasionally, he can deepen his impression of you, so that you will always appear in his field of vision, he will not be unfamiliar because of the long interval, and it is easy to think of you next time when there is an order. Doing business is a profound knowledge. I have always thought that there is no standard in doing business. It is not necessarily what kind of people can do business and what kind of people can't do business. Everyone will have a group to adapt to and appreciate themselves, just like business itself is a search. When you find such a customer who appreciates you, you can succeed, so everyone should work in their own way, and only the working method that suits them is the best. We can learn from other people's experience, but we can't copy it mechanically. We can learn a trick and a half to solve the current problems, but the premise is to be our own customers by our own methods. Only in this way can we finally form our own set of effective and handy methods and truly make ourselves mature and perfect. In order not to fall into the "price war", the only way is to convert the price into a way of value negotiation. The first step: be concise and promote the company and brand; The second step: find the focus of customer problems, from shallow to deep, step by step; Step 3: Tell yourself that you are different. You can't talk about price until you fully understand the advantages of your brand. Talking about prices too early will inevitably lead to price wars; Good business usually talks about price at least after customers make three inquiries. Although the direct seller has fully demonstrated the value of the product to the customer before quoting, it is still possible for the customer to disagree with the price, because the customer always wants to buy the most affordable product at the lowest price. At this point, the direct seller needs to master the skills of dealing with price objections. If the customer raises an objection, the direct seller immediately retorts, "You are wrong, good goods are not cheap, do you understand?" This is like a sword, it is easy to hurt customers' self-esteem, and even irritate customers and cause unhappiness. At this time, the direct seller can use the "sandwich" method to deal with objections. The so-called "sandwich" method is the way of "recognition+reason+praise and encouragement". For example, after the direct seller introduced the product, the customer still said that the product was too expensive. The direct seller can say, "You are right. Most customers have the same view as you at first, even me. But after you use it, you will find that the quality of this shower gel is really very good, and it is very concentrated and economical. You can try. I believe that a smart consumer like you will not make a mistake. " The direct seller first expresses that he agrees with the customer's point of view, so that the customer feels that he has been understood and respected by the other party, which naturally paves the way for the direct seller to show his point of view and convince the other party. Generally speaking, customers understand the truth that "a penny is worth a penny". When customers know that the high price of products is due to the good quality, and the salesman gives them proper recognition and understanding, customers will no longer argue about the price. Customers usually shop around when buying products. At this time, the direct seller will use the advantages of his products to compare with his peers, highlighting the advantages of his products in design, performance, word of mouth and service. That is to say, to solve the customer's price objection by transfer. As the saying goes, "if you don't know the goods, you are afraid to shop around." Because the price is in the "light", customers can see it at a glance, while the advantage is in the "dark", which is not easy to be recognized by customers, and the price difference of similar products from different manufacturers is often related to some "advantage". Therefore, the direct seller should shift the customer's attention to the "advantages" of the product. This requires direct sellers not only to be familiar with the products they sell, but also to understand the products of competitors in the market, so as to know ourselves and know ourselves. In addition, when using the comparison method, the direct seller should stand in a fair and objective position, and must not maliciously slander competitors. Raising oneself by belittling the other party will only disgust customers, and as a result, direct sellers will lose more sales opportunities. If the direct seller divides the price of the product to the lowest according to the use time or measurement unit of the product, it can hide the expensiveness of the price, which is actually to divide the price into several parts. The outstanding feature of this method is that it does not change the actual expenditure of customers after segmentation, but it can make customers feel that what they buy is not expensive. A direct seller recommended health care products to an aunt, who asked him how much it was. Without thinking, the direct seller blurted out "One box in 450 yuan, three boxes for a course of treatment", and the person left without speaking. Imagine, for a retired aunt, how can a box of health care products with a price of more than 400 yuan not scare her away? A few days later, another direct seller came to the community. He told his aunt, "You just need to invest in your health every day 15 yuan." After listening to this, my aunt was very interested. The price of the product has not changed, but why are there two completely different effects? The reason is that their quotation methods are different. The former is quoted according to the consumption of one month, so the quotation is easy to make people feel that the price is relatively high; The latter is calculated according to the average daily cost, and it is naturally easier for auntie to accept a lot. 1960 American marketing scientist Jerome Macarthy put forward the famous 4P combination, namely the marketing combination of products, prices, channels and promotions. This shows the importance of the price factor in the sales process. Although price is not the only factor that determines sales, direct sellers can avoid mistakes caused by price problems as much as possible in the sales process by mastering the skills of negotiating prices with customers, so that sales performance can reach a new level. Price is the monetary expression of commodity value, which directly affects consumers' psychological perception and judgment, and is an important factor affecting consumers' purchase intention and quantity. Experienced direct sellers know that a good price is a precursor to a deal, and a bad price is a signal of sales failure. So when it comes to price, how should the direct seller deal with it? There was once a case where a direct seller recommended toothpaste to a customer, and the customer instinctively asked him how much it was. Direct sellers are outspoken and inexperienced. He told the other party that each 30 yuan of toothpaste was "too expensive". Later, no matter how the direct seller explained it, it didn't help. At this time, the direct seller may ask, what else can we talk about if we are not in a hurry to talk about the price with our customers? 1. First the value, then the price. When introducing products to customers, direct sellers should avoid proposing or discussing prices prematurely, and wait until customers have a basic understanding of the value of products before discussing prices with them. The stronger the desire of customers to buy products, the less they consider the price. The most effective way to make customers agree with the value of products is to show them. As the saying goes, hearing is empty, seeing is believing. No matter how eloquent your explanation is, it is better to let customers really see the truth of the product display. Customers' reaction to product prices largely comes from their own shopping experience. Personal experience often comes from one's own perception and judgment of a product's price. Buying a high-priced commodity many times and finding a very good customer after going back to use it will continuously strengthen the judgment and understanding of "high price, high quality and high quality". On the contrary, when customers buy low-priced goods many times and find that they are not satisfied, it will also increase the impression that "cheap goods are not good". It is worth emphasizing that in the process of one-to-one personalized sales, the direct seller has sufficient time to understand the customer's shopping experience, so as to accurately judge the price that the customer can accept. There is a direct seller selling cosmetics. Her customers usually consume high-priced products, and at the same time, she thinks that high-priced products are the guarantee of quality and the symbol of status, so she always recommends the higher-end products among the products she sells to customers without hesitation. Some direct sellers ask, what should I do if I ask the price first when I meet the customer? At this time, you can use the method of fuzzy answer to distract the customer. For example, when a customer asks about the price, the direct seller can say, "It depends on which model you choose and what special requirements you have", or tell the customer, "There are several kinds of product prices, ranging from hundreds to thousands ..." Even if the direct seller has to answer the customer's inquiry immediately, he should constructively add, "When considering the price, we should also consider the quality and service life of this product." After making a reply, the direct seller should continue to sell, don't let the customer stay in the thinking of price, and return to the issue of product value. In short, the price is the last level of sales, and there is always a difference between the ability to pay and the willingness to pay. It is meaningless to talk about the price before the purchase intention is formed. Without the desire to buy, there is no need to talk about price. The quotation seems to be a simple question, but it is not. If the price is too high, it will scare away the guests. If it is too low, it will hurt you. Only a reasonable and professional quotation can win more customers for us. How can we make a reasonable offer? There are some skills here. At the beginning of an enterprise, after the necessary preparations are completed, we should consider how to promote our business abroad. At this time, whether your business is smooth, whether the order volume is large enough, and how to quote customers are all important factors. Before making a quotation with customers, we must first understand two factors-objective factors and subjective factors. Only by fully considering these two factors can we work out a more reasonable and acceptable price bottom line, and then we can quote customers. Military strategists often say: know yourself and know yourself, and you will win every battle. First of all, you should know as much as possible about the customer's situation, so as to help you make a targeted quotation for him, that is, "personalized quotation." For example, if a customer makes an inquiry to you, you should first know which country and city the customer comes from, whether it belongs to the sales group of your products, its main product business scope and sales method, whether it is wholesale, retail or mail order, whether it is a big customer or a small middleman, his purchasing power and sincerity, and his familiarity with the products. Based on these, you should establish a detailed customer file and report it according to the following popular principles. If the customer is very familiar with the product and price, I suggest you adopt the "comparison method". When negotiating with him, highlight the advantages of your product and the disadvantages of your peers. Only when the price is close to the reserve price can we "catch" the guests from the beginning. 3. If the customer is straightforward and doesn't like to haggle with you in a roundabout way, you'd better show your cards at the beginning, so as not to scare him away at once by offering high prices. If the customer is unfamiliar with the product, you should introduce the purpose and advantages of the product more, and the price may be higher. 5. If some customers are particularly sensitive to the price and take a fancy to your product, you must have enough patience to have a "psychological war" with the guests, ask or ponder the target price of the guests, and then compare the difference with the reserve price you can give. For example, his target price is 12 yuan, and the price you can afford is 13 yuan. You'd better quote 14 yuan. When you make a counter-offer, you can walk in multiple steps, let the guests see hope first, and then the profit will be reduced step by step. It is by no means a one-step process, but a step-by-step process, so that guests can slowly taste the sweetness and see hope, but they have to pass. Please remember, don't give the lowest quotation directly to the customer at the beginning, because if you make a comprehensive concession before the negotiation is over, there will be no last-minute mobilization of the buyer's weight. The price of a product is closely related to its quality and supply and demand. Before making an offer, you should first have a full understanding of your own products and prices, main target markets, similar products and prices. Generally speaking, it is like this: 1. If the quality of your product is relatively better, the quotation will definitely be higher. If your product is in short supply in the market, you can certainly quote a higher price. If your product is a new product with novel style, the quotation is usually higher than that of mature products. Even for the same product, at different stages, due to the influence of market factors and quota, the quotation is not the same, so you must know more about the relevant information and exercise your keen sense of smell. In addition to these two factors, there are some skills that can be used when quoting. If the price of your product is high, you should try your best to make customers fully aware of the advantages of your product in other aspects when quoting. A health care product company sells a particularly expensive oral liquid for women, which is much higher than its competitors. However, when introducing the product to the dealer, the salesman emphasizes its effect and dosage, that is, its effect can not be compared with similar products, and only one tablet can be taken every day, unlike other products that need to take three tablets every day, so its price is not high. The salesman's quotation is easy to accept. In addition, the main trading terms such as delivery date, payment method and order quantity should be rolled out at the same time, that is, the price should not be limited to one period, and other terms should be regarded as interaction. Customers may attach great importance to the delivery date. It turns out that the delivery date you quoted was 35 days, but the customer offered 30 days for delivery. If possible, you can meet the customer's delivery time, but if you raise the price appropriately on the grounds that the delivery time is too tight, then the other party may accept it and you can win more profits for yourself.