Secondary follow-up to customers

It is very important to follow up customers twice, telemarketing and customer follow-up. Customers need us to keep in touch for a long time. Once you don't contact the customer, the customer may change his mind or think there is something wrong with your service. Let's share the second follow-up with our customers.

Follow up the customer for the second time 1 1. Building trust:

Have you ever tried to trade directly with someone without saying a word? Yes, but very few!

2. Solve objections/questions:

Think from the user's point of view, help customers solve problems and provide satisfactory solutions for both parties.

Finally, of course, it is to promote the transaction!

At the same time, it is also a classification of customers, knowing which are intended customers, which are still suspicious, and are unwilling to make a deal for various reasons. ....................

The vast majority of transactions are reached after many follow-ups!

First of all, think: from the customer's point of view, why should I come? What chips do you have for me?

What chips do we have?

1, the activity is strong, and it is worth the money.

How to highlight activities?

Highlight the preferential policies of super strength (in line with the theme of super strength activities; Attractive discount)

Why do customers trust you?

Confidence; Express clearly; Sincerity.

2. Service

How to reflect the service?

Let it feel like personal tailor; Help customers solve problems;

3. What will happen if you don't come?

Pay more; Losing a full-time family counselor

Step 4 talk about feelings

Why should I talk to you about feelings?

Recognize your dedication to him; Lift a finger.

How to use these chips?

SMS/WeChat:

What is the content and what effect is needed?

Send blessing information, home improvement information, activity information and targeted problem information at fixed points every day.

Let customers have a good influence on you and feel your sincerity.

Telephone:

How to type and arrange the content?

From 6:30 pm to 8: 00 pm, show your chips.

Can he use the current chip?

Intentional customer churn rate is low. Ask yourself these questions first.

1. Did you really help the customers?

If you want customers to pay for your products, you should first sell yourself and let customers accept you, instead of utilitarian calculation of customers in order to sign the bill and sell the products.

2. Is your enthusiasm moderate?

Too many good things, too many models, too much mechanization or too much enthusiasm will make customers feel uncomfortable and feel insecure and alert. We need enthusiasm and service to give our customers a relaxed, frank and unrestrained environment and atmosphere. Learn to let customers talk and listen to their voices carefully, understand their inner thoughts and listen carefully, instead of talking to themselves blindly. This is the best respect for customers.

3. Do you really know the needs of customers?

If we want to explore the needs of customers, we need to ask several key questions:

It is important to know the identity of the customer.

Explore customer needs and prescribe the right medicine.

Excellent sales will ask customers' needs according to their gender, age, dress and identity.

4. Did you give the correct guidance?

Customer's reason: he just looked around and didn't find a product that met his requirements; There is no place to attract customers; Not interested in sales talk and behavior.

If there is a salesperson to cooperate with the order, we must pay more attention to professionalism; Grasp the needs and interests of customers; Guide and stimulate the needs of customers well.

5. Is your introduction focused?

When customers look at a product carefully and ask you some details, they are already interested. When customers are interested in a product, it is the best time for sales staff to introduce its selling points in detail.

When introducing the selling points of products, we should focus on the interests that customers are most concerned about and the benefits brought to customers, and make a targeted and effective comparison with competing products. To make a selling point, you must make it clear. Generally, there are no more than three issues that customers are most concerned about.

Follow up the customer for the second time; 2. Five methods and skills of sales follow-up;

1, interested customers.

2. Hesitant customers.

3. Customers who don't buy in the near future.

4. Customers who definitely don't buy.

5. Customers who have no feedback after quotation. When we follow up the sales, we should follow the rule of 1: 4: 7, that is, the way of "playing hard to get", and we should not rush to make customers feel that you are eager to find customers, thus giving you some "unequal treaties" and casting a shadow on the future cooperation between the two sides.

Extended data

1. Interested customers

When customers enter the store, we can tell that those customers are interested. At this time, it is necessary to strike while the iron is hot, call customers one day after they enter the store, make clear their needs in time, and quickly solve their doubts, plus some urging methods, such as the discount time is coming.

Conclusion: Follow-up of such customers must be timely and firmly grasped. The most important thing is not to miss them.

2. Hesitant customers

For such customers, they don't know what they want to buy, their goals are unclear, and they are hesitant in the whole sales process. This requires a lot of communication and contact with customers, in-depth understanding of customer needs.

Conclusion: This kind of customers weigh the gains and losses, find the pain points, first understand what kind of demand they belong to, the demand for products, or a certain demand for prices, and then help them analyze the relationship between gains and losses.

3. Customers who will not buy in the near future

This kind of customers are real potential customers. If they don't buy in the near future, they will definitely buy in the future.

First of all, the first step is to keep in touch, communicate and get familiar with each other. In fact, customers who enter the store have needs, otherwise they will not come to the store. Therefore, not buying now does not mean not buying in the future. Now that the foundation has been laid, I am very impressed. They will naturally think of us when they buy it in the future.

4. Customers who never buy

For this kind of customers, we also need to follow up to understand the reasons why they don't buy products, such as product features or dissatisfaction. After understanding, you can solve some problems with professional knowledge. If we can't solve them, we should collect and sort out information in order to better improve and improve our work.

5. Customers without feedback after quotation

It often happens that after the quotation, there is no news from the customer. In this case, we can communicate through WeChat and telephone to ask customers whether there are problems in after-sales, product quality, or use, or price.

Solution: Re-emphasize the advantages of products, what advantages they have compared with competing products, preferential policies on prices, etc. To reassure customers and make them stop talking, but they already think this product is worth it, so they reconsider our product.

The second follow-up customer speech 3 simulation scenario

Sales: "I'm calling you today to confirm whether the information has been received."

Customer: "Thank you!"

Salesperson: "Any questions?"

Customer: "No, thanks!"

Salesperson: "In that case, let's keep in touch. Please feel free to contact me if you need anything in the future! " "Customer:" OK, OK, definitely, definitely! " "

No matter whether this follow-up call is successful or not, I believe experienced telemarketers will say "no", because experience tells us that more than 80% of customers will not contact you again. So how to follow up the phone call can not only promote sales, but also maintain long-term relations and strengthen customers' goodwill towards us?

First of all, it is necessary to determine whether this customer is worth calling him again in the first call, otherwise it is a waste of time.

Telephone target is very important. As in the previous example, in addition to knowing whether the customer has received the information, we should ask as many questions as possible to get more information.

"What do you think of this problem?"

"Does it help?"

"Where is the help?"

"What do you suggest we do next?"

"Why?" etc

Follow-up call At the beginning, connect this call with the main points and results of the last call, remind customers of the main points of the last conversation, such as the commitments made by both parties, and explain the purpose of this call. Don't just tell customers, "I think I should call you …".

Follow-up call

Sales Department: Manager Chen, this is * * * from * * Company. When the phone call ended last Wednesday, we made an appointment to call you today. At that time, we talked about …, and I called you today because we have conducted in-depth research on this issue. It may take 15 minutes to discuss this result with you. Is it convenient to call now?

When you make a follow-up call to your customers, you'd better give them something new and valuable, so that customers will feel that they have gained something after each call. In this regard, it is best to brainstorm with your colleagues and see how many valuable reasons you can find to keep in touch with customers. For example, your company's latest products, the scheduled call back with customers, the changes in customer business during this period, and the price determination of customers, etc.

"Our company has recently developed a new product with lower cost according to the requirements of customers ..."

"I recently saw that your company's business is being adjusted, so I thought you might need our help ..."

"I was reading a newspaper recently, and one of the news items thought you might be interested ..."

"When I saw our new product, my first thought was you, and I thought you might benefit from it ..."

"Watching TV yesterday, I heard a host's voice especially like you, so I called you. ...

When making a follow-up call, try to say the following as little as possible:

"Call you mainly to see how you are recently ..."

"Is to see if there is any change ..."

"I haven't contacted you for a long time, and I thought I should give you a call ..."

"Just want to see if you are ready ..."

"See if there is anything you need ..."