How can we better follow up with customers?

Chapter VII Eight Tools for Maintaining Long-term Relationship with Customers

In telemarketing, although it is a challenge to make initial contact with strange customers, it is more important to maintain long-term contact with customers and develop from "zero" trust to good trust relationship, which is the basis for successfully obtaining orders.

Telephone salesmen can achieve their goals through the following eight methods or channels: telephone, email, SMS, online chat, fax, letter/postcard, mailing gifts and customer friendship.

Section 1 Telephone call

Calling is the most common and effective way to keep in touch with customers. Telesalesmen should give customers more working hours, call customers more often, gradually deepen their impression of you, and then establish a relationship of mutual trust. In this process, telemarketers should also flexibly design the content of each call according to the specific situation of customers, be patient and never be eager for quick success.

After a telemarketer had a preliminary communication with the customer on the phone, the customer said, "OK, you can give me some information." When the telemarketer sent an email and then called to follow up, the following scenario happened, as shown in Table 7- 1. Table 7- 1 Conversation Table with Customers during Telephone Tracking

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

Guest "OK, thank you!"

"If so, let's keep in touch. Please feel free to contact me if you need anything in the future! " "

Guest "OK, OK, definitely, definitely!"

No matter whether this follow-up call is successful or not, I believe that experienced telemarketers will say "no". According to experience, more than 80% of customers who say this will not contact telemarketers on their own initiative.

Then, how to follow up the phone call can not only promote sales, but also maintain long-term relations and increase customers' goodwill towards telemarketers?

(1) When calling for the first time, judge whether the customer is worth calling him again, otherwise it will only be useless and waste time.

(2) The goal of each call should be clear. Like the above 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 you?"

"How can it help?"

"What do you suggest we do next?"

"Why?"

(3) Follow-up calls should be linked with the main points and results of the last call at the beginning of the conversation to remind customers of the main points of the last conversation, such as the commitments made by both parties; At the same time, explain the purpose of this call, not just tell the customer: "I think I should call you …" A typical follow-up call should be: "Mr. Chen, this is XXX from XXX Company. When the call ended last Wednesday, we made an appointment to call you today. At that time, we talked about ... calling you today is an in-depth study of this issue. It may take 15 minutes to discuss the research results with you. Is it convenient for you now? "

(4) In the follow-up visit to customers, it is best to give customers something new and valuable, so that customers can feel that they have gained something after each visit.

In this regard, it is best to brainstorm with other colleagues and see how many valuable reasons can be found to keep in touch with customers. For example, the company's latest products, the latest preferential measures, the scheduled telephone call back with customers, the changes in customers' business during this period, and the determination of prices with customers.

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

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

"I've been reading the newspaper recently, and there's a piece of news that I think you might be interested in ..."

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

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

(5) Follow-up calls don't necessarily involve talking business with customers. You can make the topic richer and more flexible, so as to increase customers' impression of you and make them feel that you really value him and care about him.

"Mr. Chen, you mentioned last time that you like fishing. I happen to have a client going fishing in the reservoir on Saturday. I wonder if you have time to go together? " Even if the customer can't go for various reasons, it can increase the customer's impression. )

"I know you are an expert in computers, and I have a little question about computers that I need to ask you. I'm going to buy a computer recently, can you give me some advice ... "(This method can actually be often used in telephone sales. Anyone will encounter some difficulties in life, and sales is no exception. These difficulties may be solved by customers, who regard them as friends and ask them for advice. It would be better if the customer can help solve the problem. If it can't be solved, it doesn't matter, because after all, there is another chance to contact customers, and there is no harm in more contact. )