[China Glass Network] Content Description: Many companies have the practice of returning to customers regularly. Why do you need to return to customers regularly? Friends who do business should be very clear, this is a good way to effectively maintain customer relationships. So how do you return to your customers? What are the considerations and precautions?
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Usually, there are two main ways for business people to return to customers: visiting customers and calling customers. However, how to return to the customer is better, and many salespersons and friends have expressed that they are very nervous. They are either afraid to communicate with unfamiliar customers, or they are nervous about making calls. In short, how to return to the customer is a headache for many salesmen and friends.
According to this, the latter called to return to the customer, the world factory network Xiaobian to share with you some of the skills of calling back to visit customers as follows, I hope to help those who need to call back to the customer's friends.
How do I call back to the customer? What do you say when you call back to the customer? What is the process of returning to the customer by phone? The skill of calling to return to the customer is as follows:
Before the telephone communication, each staff member of the preceding article should fully understand the characteristics of himself, the center and the service project, lay a good foundation and do basic work. If we can't introduce our service project very well and introduce the characteristics of our service, then it is difficult for us to establish a good impression on the customer immediately, that is, "it must first be sharpened."
The second telephone communication must be polite, enthusiastic, and not humble. The tone is both formal and soft, and the conversation environment should be gradually relaxed. Communication by the previous call must be very clear who is the target customer, then thoroughly understand their needs, and how they evaluate the characteristics and value of the product, and then conduct a second telephone call or visit.
Article 3 When communicating by telephone for the second time and later, it should be more natural to make friends with customers. Enhance the customer's familiarity with yourself, so that we can further effectively introduce and explain the **.
Article 4 If the customer talks about high prices or other topics that cause the conversation to be awkward, he should bear all the responsibilities on himself and say: "This is the case, **teacher, can only have such an idea or worry And worries, this blame I have not been able to explain this matter (the benefits, meaning, role, etc.) of the matter." For customers who are far away from the topic (customers who have a life or health attitude, or a happy day) Carry out the development of its advantages, effectively affirm and praise it, and gradually introduce a healthy concept from the sense of responsibility of family and relatives, so as to bring the topic back to the theme.
Article 5 After the call is connected:
1, should first explain their identity: "Hello! I am **, bother you..." to eliminate customer distrust.
2, should have a polite language: Can you disturb you for a minute?
3. The purpose of the call should be explained in a simple and clear manner. Let customers understand why you call him, and you can more effectively figure out the customer's attitude.
4. Time and manner of face-to-face communication.
5, the customer's communication is better. Thank you, for health needs, you can call me at any time, my call is *****, well, then let's talk about it here? Chatting with you is really Happy, I hope to serve you, I wish you a smooth and healthy work.
Article 6 Make a detailed record of each call:
1, phone number 2, customer's last name (can get the full name better) 3, the nature of the customer's work 4, the customer's attitude and problems 5, how to answer and communicate 6, the length of the call and the length of the call 7, the next preparation Time of telephone communication Article 7: The telephone terms and methods used by customers who have consulted:
1. Beginning words: Hello! Or Mr.* (Ms.) Hello! I am **, bothering you...
2. Purpose: You have called and consulted a few days ago (for a certain period of time or a specific date). Now you are told a good news. If you come to the center, you will get a full set of promotion from our center. Information (newspapers, brochures, CD-ROMs); a more direct and comprehensive understanding of the current state of genetics and health, development prospects, the role of personal health and detailed scientific knowledge; if you don't have time, we can send staff to send you. But if you come to our center, you will get unexpected surprises. You can get a vouchers of 100-1000 yuan; you can become a member of the ** Health Club and enjoy membership services.
3. Further communication: If the customer is interested and time, he can explain the membership treatment to him.
Article 8 has received a text message but has consulted the customer's telephone language and methods in the future:
1. Hello, I am **, bother you. We sent you a ** message some time ago. Did you see it? (Let the other party answer and give the interactive space)
A. I saw it and asked: What do you think about **? The following situations are answered according to the customer's answer. If there is a concept or a certain understanding of genetic testing, first of all, carry out advanced scientific knowledge and information. The praise of the concern, and then supplement or explain according to the incompleteness of its understanding.
B. If you don't see it, but you have a certain interest, you can explain it easily and effectively.
C. Customers who have not seen it and are not interested in it can communicate with other content and let them speak with us to understand the customer's situation and ideas, and even let them sell products to themselves.
D, there is no certain interest, do not want to say more, or the attitude is extremely bad, but also should be politely end the conversation.
2. Guide the topic to meet and communicate.
Article 9 Telephone terms and methods of strange customers:
1. Hello, I am the health consultant of the Genetic Testing Henan Promotion Center**, I am bothering you. I know from the ** that you are a very healthy person. We are engaged in healthy work and want to be in this regard. You exchange, I don't know if you are interested.
A, yes, then we can launch our genetic test and ask if it has some understanding and understanding. If you have a certain understanding, you can meet and communicate after simple communication, according to the relevant language in Article 7.
B, there is no time now, then you can call the next time.
C. If you don't want to say it, you should end the conversation with embarrassment.
Article 10: Customer telephone terms and methods adopted by face-to-face trenches:
1. Hello, I am **, bother you, ** (time and place) We communicated with **, I don't know what you think about ** now.
2. According to the customer's attitude, further communication, according to the above several situations.