What Are the Best Tips for Retaining Customers?

This is an era of sales for win. Sales have greatly exceeded the meaning of the original occupation, and become a way of life, a concept of life that penetrates and permeates various activities. Sales can make customers survive, and let customers follow their own development. The tactics available in sales are also fickle, but "psychological tactics" are the most fundamental force behind all tactics. Everyone wants to win a lot of money in the brutal war of sales, but not everyone can really understand the strategy of business warfare.

Sales skills

1. Physical sales

2.Telephone sales

3.

I think that if the customer asks too many questions, the sales cannot be completed, and some sales staff can not handle the customer's questions well, resulting in a failure to close the deal. The following are the five golden rules of sales skills training that I have summarized. I hope I can help you. help.

First: When you can't understand the real problem of the customer, try to let the customer speak

Ask more questions, with a curious mindset, and give full play to the spirit of asking questions, let customers complain more, ask questions, and understand the true needs of customers.

Second: agree with customers' feelings

When the client has finished speaking, do not answer the question directly, but avoid it emotionally, such as I feel you. . . . . This can reduce the client's alertness and make the client feel that you are on the same front as him.

Third: grasp the key issues and let customers elaborate

"Retell" the customer's specific objections, learn more

Talking about the first impression of the business is very important. If you can't make a good impression on the boss for the first time, the progress of the business will encounter great resistance in the future, because the boss feels that he knows it and will no longer give the business or new business opportunities. Because the first contact with the salesman did not convey the advantages of the company and the brand to the customer, so that the customer felt that there was no hope of cooperating with the company, or that the desire to cooperate with the customer did not stimulate the business.
I. It is very important for customers to understand the company's background for the first time. Let customers understand the company's development process, data album and performance from a panoramic view. Let customers build comprehensive and specific information. There are several levels of attention to introduce the company's background. The primary level allows customers to look at the picture album or simply tell the customer about the company's situation. The intermediate level lets customers know that the background of the company is more tortuous. This can deepen the customer's impression. The advanced level allows customers to understand that the background of the company is legendary.
2. Enterprise development strategy: Tell customers the strategic goals and development goals of the enterprise, let customers know the past, present and future of the enterprise, make customers feel that following the enterprise is absolutely promising, and help customers build confidence in cooperation. For example, in the next three to five years, the brand will Becoming a first-class brand will become a world-class multinational company in the next ten years.
3. Brand strategy: build a world-class national brand, and tell customers the brand's development strategy, when to become a mainstream brand, when to become a big brand, and when to become an international big brand. The steps of brand planning are a few steps away, three years later The performance of the brand, the achievements and levels of the brand after five years, the position of the brand after ten years, and the achievement of a century-old brand and a century-old enterprise.
4. Brand planning: Brand development takes three steps. The market that needs to achieve performance today needs to be developed. What level does the brand reach in the national market in the second year, and the status of the brand in the market in the third year? Become a superior brand in the first year, become a strong brand in the second year, become a mainstream brand in the third year, become a top three brand in three years, etc., become a national advantage, become a mainstream in the country, become a national top three brand in the third year, and become World-class brands.
V. Brand positioning: High-quality, high-quality images, first-class performance, first-class marketing, first-class services, and high-level high-end brands suitable for consumption by mainstream consumer groups, so that customers can fully understand the cognitive brand, and tell customers that brand development is very clear, as long as cooperation is There will be hope and will never be disappointed.
6. Market strategy: Tell customers the company's attitude towards the market and the brand's marketing ideas, the market's overriding strategic thinking, all work is subject to market requirements, all work meets customer needs, and all work meets customer requirements is the highest Instructions to make customers feel that the company treats customers as treasures.
Target customers: Youth students, ordinary working people, white-collar women with relatively high incomes, wealthy private owners, wealthy women, successful women and knowledge women, fashion consumer groups, brand characteristics and competitive advantages , Unique advantages compared to other brands, and more.
Market positioning: Positioning rural markets or cities, positioning high-end consumption or mainstream consumer groups, focusing on county-level cities or prefecture-level cities, and focusing on monopoly markets or commercial supermarket channels to let customers know where to make brands, including status and operation methods, etc. , Let customers understand the operation process of the brand throughout the city, and let customers build confidence in long-term cooperation.
Nine, marketing model: develop new customers to retain old members as the core of marketing, experience marketing as the main line, per capita strategy is the long-term. Oriented development is the direction, and multi-level development of individual corporate units suitable for product consumption, so that the vast majority of target consumer groups experience the product, by experiencing cognitive products, trusting products through stores, consuming products through activities, and retaining customers through services .

Introduction

As more and more industries and enterprises attach more and more importance to telephone sales, it also brings with them customers' increasing resistance to telephone sales. In this context, telemarketers and telemarketing managers face increasing challenges:

How can we approach customers in a more professional way in order to build our professional image and maintain the company's continued brand reputation?

How to effectively shorten the average call duration of the telesales representative and team, the average number of orders and the sales cycle to further improve sales efficiency?

How to effectively increase the average order volume and average order amount of sales call representatives and teams?

In this course, Zhang Zhangbo's detailed analysis of "milestones", "grabbing", "digging", "talking", and "requiring" in telephone sales will give you the correct answer.

In this course you will learn

Help your telesales team establish standardized telesales processes and methods

Help your telemarketing supervisor have "law" to follow when instructing frontline employees;

Help your first-line telesales staff continue to learn and strengthen the basis;

This course has gone through hundreds of calls in 6 years

Product attitude

The attitude to the product will determine the performance of the sales staff. When the salesperson recognizes the company, they should also recognize the company's products. Product and self-confidence are inseparable. If the salesperson approves the company's products, then in the interactive communication with the customer, it will effectively convey such confidence to the customer, so that the customer can be successfully convinced. In order to have the right attitude to products, sales staff need to work hard on product expertise, understand all the advantages of products, and understand the various characteristics of products that meet customer needs. Find out the customer's needs, and closely combine the customer's needs with the advantages of the product to persuade the customer to make a purchase. Successful salespeople can constantly find out the many advantages of the company's products and fully meet customer needs.

Customer attitude

Customers are our parents, but this does not mean that we have to submit to customers unconditionally. In the process of selling products, our attitude towards customers is to put ourselves in the position of customers, when you become a customer What attitude do you want the sales staff to have?

Attitude towards yourself

The perfect mentality of sales staff is first and foremost their own attitude. The correct attitude towards yourself is that you consider yourself excellent and continue to increase your self-confidence. Even if they are just beginning to do business work, the sales staff should be full of self-confidence. In this way, the firm conviction and tenacious will continue to inspire the sales staff and be brave to face customers.

The successful sales of products can not be separated from the communication with customers. With attitude, let's take a look at successful sales presentation skills. Benefits are the focus of the sales statement. 1. Make sure that the benefits of the solution and the product are precisely matched to the needs of the customer. The customer will not understand the characteristics that they do not understand, and will not value the benefits that are not related to their actual needs. 2. Introduce customers to no more than three of the most important advantages and benefits that can meet customer needs, because customers generally do not remember more than three product advantages and benefits.

Sales presentations are fun and engaging with potential customers. Product statements need to follow the principles of attention, interest, desire, and action. In addition to demonstrating the superiority and value of your product in response to the needs of the sales target, you must also make the sales statement lively and interesting, and fully mobilize your body language. One of the best body language skills is smile. Inspire customers to participate in sales statements through questions, trial products, product demonstrations, etc. By involving potential customers, you will grab customers' attention and reduce customer uncertainty and resistance to purchases. In fact, it is better to make the buyer describe the benefits positively than you describe the same content and the seller to listen negatively.

I. Sales plan

Making a sales plan and selling as planned is the first and most critical step in completing a sales task. The content of a sales plan includes both how to set a practical sales target and how to work hard to achieve it in practice. Everyone has their own sales characteristics and sales skills. The key is to find a set of methods and methods that are most suitable for them. Then plan yourself a higher goal. While completing the task for the day, you must work hard to achieve high goals and strive to sell well every day. In addition, the same is true of marketing on the Internet. Here is a look at "Liu Xugang: Current Status and Marketing Techniques of Online Video Dissemination", and also elaborate on the sales plan.

2. Maintaining old customers and developing new customers

Carrying out customer relationship management means maintaining a good relationship with customers, which is conducive to communicating and communicating with new and old customers at any time. If effective follow-up maintenance is not carried out for powerful customers, it will cause customers to forget you and at the same time forget the products you sell. Therefore, we must do everything possible to maintain good customer relationships, pay attention to and care about the details of customers, become friends with them, and build a sense of trust. In the field of sales, you can't achieve any sales without trust. You must treat people with sincerity and move customers with your highest quality and unique service. In actual work, I do this; when a customer makes a deal at the counter, I will leave his customer information. When the weather changes, shopping mall activities, or new products arrive, I will send them a warm text message as soon as possible And blessings, and for those customers who often go to the mall, I will carefully write down their names and characteristics, so that I can greet them as soon as possible, making him feel like you are remembering him as a friend.

Infect customers with positive emotions

It is impossible for a sales person to bring bad mood to customers in actual work. Because the result of this will only be: one makes the sales aborted; the other gives a bad impression to the customer. Therefore, you must maintain a good and cheerful mood at work every day, remember to smile and apply makeup. Impress every customer who visits the store

Finding prospective customers

Everyone on the street may become our customer, but a large part will not become your customer in the end. Customers always exist. The question is how do you find these customers. The method is to ask for quality first and then quality.

Fifth, understand the needs of customers.

As long as customers come to the mall, most of them are in need, and they need to understand the true thoughts of customers through inspection and color communication. Then use your product's unique characteristics and meticulous service to make customers want to buy, so as to close the deal. The second-class salesman is to meet the needs of customers. The first-class salesman is to create the needs of customers, which is the so-called "heart attack".

Six, be diligent and have a thick skin

The first element is to be diligent. This is what we often say to be diligent, often call to contact feelings, and increase customers' impression of you. (Of course, you ca nt go straight to the topic, you must first greet, care about him, and slowly talk about the product, remember to grasp the skills of return visits)

The second is to have a thick skin. It is normal for customers to refuse, and it may happen every day. Therefore, if you want customers to recognize you and the products you sell, you must have a thick skin and a strong tolerance, even if they are rejected Don't be discouraged and debilitated. Tell yourself: my product is the best and no one can match it. Followed by mind, mouth, legs. But don't just stubbornly fight, you should pay attention to strategies and skills.

According to the characteristics of customers, customers can be divided into the following types:

Stubborn

Psychological characteristics: Resolute, tough, often lower prices, often ask for discounts, put forward many price requirements, like to quote competitors for comparison.

Countermeasures: (1) For unreasonable price requirements of such customers, do not easily make concessions. We have a lot of lessons in this regard. For example, some distributors engage in a vicious price war at any cost in order to grab customers, which ultimately leads to damage to the entire market. (2) If the customer quotes a competitor for comparison, it is necessary to explain to him his advantage and let him purchase our products.

Abhorrent decline

Psychological characteristics: Traditionally conservative, low intelligence, lack of self-confidence, dare not take risks, lack of imagination, restrained by routine, negative attitude.

Ways of behavior: (1) Not easy to be moved by new ideas, care about details, and are very concerned about some small things, so many small questions will be asked; (2) always refer to the past; (3) rigid procurement methods, it is difficult Moved by new opportunities.

Countermeasure: This type of customer is not terrible, and an effective way to deal with this type of person is to always be positive, cite successful cases, and ensure that there is a lot of evidence to prove your new

Be submissive to any objections raised;

Friendly appearance

This kind of customer is very easy to get along with, but maybe the least useful customer.

Psychological characteristics: self-confidence, enthusiasm, friendliness, no doubt, no discipline, no carelessness, humor.

Behavioral methods: (1) love to talk loudly and say something unimportant; (2) hospitable and rarely talk about business, which requires us to introduce him to the topic skillfully; (3) dislike people who are capable, like honest people We must be sincere in front of him; (4) I like to be regarded as a good gentleman by others, so we must learn to praise him;

(5) Not punctual, not in time and plan.

Countermeasure: Force him to answer "yes" and "no". When he talks about something that doesn't matter, it's important to get the subject tricky and not be led astray by him.

Wonderful opening remarks

Every time an experienced salesperson spends time thinking about how to speak to the customer before visiting the customer. Because first impressions are critical and will determine later impressions. Establishing a good introduction and creating a space for conversation can enable the customer to fully propose his needs and achieve the real purpose of the sales staff meeting the customer.

Enter the topic to launch sales

In the opening statement, make the customer understand the benefit of the salesperson to him. From the above scenario, it can be seen that the sales staff used "Can you understand how your computer system is doing today", the transition to the next step is very natural, is to start asking. In the process of sales, mining demand is very important. If the sales staff does not know what the customer cares about, it cannot be introduced, so it is necessary to first mine the demand and then introduce it.

(A) inquiry

In the process of digging demand, the most typical problem of sales staff is always asking, always guided by me. In fact, the role of the sales person is to help the customer to make purchases. The customer has to spend money to achieve his business purpose. The sales person is only part of the solution system. From the perspective of the customer, the sales person should be on his behalf and contribute to the customer's entire project. Therefore, sales staff should analyze and ask questions from the perspective of customers and from the perspective of customer needs.

(B) Listen

Questioning and listening are at the core of the sales process. In the process of dealing with customers, the salesperson is nothing more than listening and speaking, so listening and asking questions are very important. How to use open questions, how to use closed questions, how to ensure that your questions are clear and complete, how to reach consensus with customers, these are very important contents, and you need to develop habits.

(Three) suggestions

After thoroughly digging into customer needs, the sales staff will make suggestions to customers. Customers want suggestions, because for them, sales people are experts in the product area. If you sell computers, the salesperson is an expert in the computer industry; if you sell clothing, the salesperson knows the texture and tailoring of the clothing; if you sell a car, the salesperson knows the safety of the car and the maintenance of the car ... advice from the salesperson to the customer Is the value of sales behavior.

But after digging for customer needs, salespeople should not directly advise customers. If the customer gives the wrong advice, all the sales staff's previous efforts will be lost. More important is to carefully recognize the customer, praise the customer, praise the customer's needs, praise his thinking. After going back and thinking about it, give the customer a suggestion.

(IV) Next steps

There are four steps in the visit process. The fourth step is very short, but the key is the next step.

Because sales are a process that goes on and on continuously, you cannot stop sales at a certain stage and do nt go down. Sales staff must push sales down. So every time I see a customer, the salesperson must carefully observe and listen carefully to find out where the customer's point of interest is.

Personal image of salesperson

Face-to-face sales skills are the most common and important sales skills used by sales staff. They are used in almost every sales activity. It may be short, only five minutes, and may be half an hour, one hour. A successful salesperson can establish a good first image when meeting customers, open the customer's conversation space through opening remarks, and then fully and clearly encourage customers to talk about his needs, and tap the needs behind the needs. Need to recognize and praise the needs, establish mutual trust with customers, and then make recommendations to customers, and finally implement the recommendations into the next step of sales activities to promote sales step by step.