The Devil's Conversation Learning: Instantly Become Friends with Strangers

Chapter 29

Second, grasp all aspects of the second visit to customers

When visiting a customer for the second time, we must first sort out the relevant information provided by the customer last time, make a complete set of solutions or countermeasures, and master the company's product knowledge proficiently.Secondly, marketers should be an expert solution provider or problem solver, so that customers can become a constantly critical industry authority.In addition, the second visit should try to meet the needs of customers.Specifically, it includes the following links:
One is pre-arrangement and confirmation by telephone.For example, "Hello, manager ××! I am ××× from ×× company. Last time we talked very happily. Last time we made an appointment to report to you with a set of supply plans this morning. I am nine Come to your office on time, do you think it's all right?"

The second is to say hello at the door.When seeing the client for the second time, he still greeted the client with enthusiasm and an old acquaintance before he spoke.Such as, "XX manager, good morning!"

The third is to create an atmosphere again.Create a good atmosphere for talks again, shorten the distance between each other again, and let customers have a pleasant mood for your visit.For example, "Manager ××, you have a new landscape painting in your office today, which is really good!"

The fourth is to say a good opening statement.This is an important part.The opening remarks during the second visit to the customer include confirming the understanding of the customer's needs, introducing the important features of the company's products or solutions and the benefits they bring to him, and asking whether they accept it, etc.When introducing the product in this link, it is necessary to state the characteristics and functions of the product, avoid using difficult terms, and summarize the advantages that are beneficial to the customer by citing its advantages and general benefits that customers can accept.Here, marketers should remember that customers always buy because the products and services you provide can bring them benefits, not because they are interested in your products and services.Specifically, this procedure should be followed: according to the customer's information, confirm each customer's needs; summarize how these customer needs should be met; introduce each solution and several key features of the product; The solution and the functions brought by the product have been agreed by the customer and must be able to meet his needs; summary.

Fifth, in the face of customer questions, make good use of addition, subtraction, multiplication and division.When a customer raises an objection, use subtraction to seek common ground while reserving differences; when making a summary in front of the customer, use addition to add the content that the customer does not fully approve; when the customer bargains, use division to emphasize the product unit left for the customer Profit; when marketers do their own cost analysis, they need to use multiplication to calculate how much room they have left for themselves.

The sixth is to strive for commitment and solidarity with business relationships.First revisit the customer's interests, and then propose the next step, how to ask whether to accept.After completing the above three steps, marketers should describe the vision for customers when they purchase products or services, and finally stimulate the purchase desire of prospective customers.Once you catch the following unintentional messages from customers, such as nodding, gazing, leaning forward, changing from closed to open, taking notes, etc., it means you have succeeded!

Seventh, don't neglect to make every business deal come to a beautiful ending.All the work is done, and your cooperation with the client has come to an end, is it the end?In fact, when this deal is over is the perfect time to create the next opportunity.Don't forget to give customers some suitable small gifts. If the business benefits are really good, it is best to give customers some unexpected benefits.Getting each business to a good close will bring you as much benefit as re-developing a new customer.Because if your previous work is not yet ready, and you can't upgrade from a cooperative relationship to a friendship relationship, doing this at this time can achieve this goal very well.If the previous cooperation may be somewhat unsatisfactory, this is a good remedy.Because most people think that since the cooperation is over, the relationship between us and the customer will naturally end, so for this kind of last thank you without asking for anything in return, they will immediately upgrade you from a cooperative relationship to a friend relationship. Next time It will be yours when you need it.

Third, conduct self-reflection on the actions of visiting customers

Sales and business personnel generally hold two attitudes to self-reflection on the actions of visiting customers, that is, to do or not to do it, to do it seriously or not to do it seriously, to summarize after the work is completed or not, to improve or not to improve, and to make progress. and non-progressive.Facts have proved that the former group of people succeeded, and the latter group failed.Only by introspecting deeply can we discover problems and make progress.Sales and business personnel should actively reflect on and review their last customer visit, find out deficiencies, and improve in time.The following points should be considered during reflection.

One is whether the instructions of the superiors have been implemented as required.Review whether you have fully implemented the instructions of the leader when you visited the customer last time, what aspects have not been implemented, and how to implement it today.

The second is whether unfinished tasks are tracked and processed.

The third is whether the customer's promise has been fulfilled.The mistake often made by some sales and business personnel is "promising indiscriminately, not fulfilling".Zhu Xi said: "If you promise lightly, you will have little faith." Sales and business personnel must be "cautious about promises and more fulfilled."

The fourth is the plan and arrangement of work in the next few days.Today's customer visit is the continuation of yesterday's customer visit and the starting point of tomorrow's customer visit.Sales and business personnel should do a good job in route planning, arrange work in a unified way, make reasonable use of time, and improve the efficiency of visits.

Fifth, continue to actively communicate.Frequent communication with customers can shorten the relationship between us and customers. Sales practice shows that no matter how big a problem is, it can be satisfactorily resolved through good communication.

In short, only when sales and business personnel are familiar with professional visiting methods, can they help customers find problems and propose solutions when visiting customers, and finally achieve a win-win result.

Further reading: 6 conversation skills for visiting strange customers

(1) Get straight to the point and state your intentions.When meeting with a customer for the first time, we can directly explain the purpose of this visit to the other party in short words when the other party does not receive other visitors.

(2) Highlight yourself and win attention.One is not to be stingy with business cards.Second, when distributing product catalogs or other promotional materials, it is necessary to indicate your name, contact number and other main contact information in an obvious place, and highlight them in handwriting of different colors; at the same time, emphasize to customers: "As long as you call this Call, we can serve you at any time.” Third, the famous brand effect of the successfully operated and large-selling business varieties attracts the attention of customers.The fourth is to show your "iron relationship" with key figures such as the other party's boss and leaders (such as the general manager) in a timely manner.Of course, the premise is that you really have an extraordinary "iron relationship" with his boss or leader; moreover, you must show this "iron relationship" with a degree, and don't give the other party the feeling of "using the leader to suppress others".Otherwise, the effect will be counterproductive.

(3) Observe words and expressions, and do what you like.I have to admit that people who know what they like are smart and more likely to succeed.It will be better to be able to observe words and expressions.So try to learn.

(4) Identify the identity and identify the right object.If we visit the same customer multiple times, with little success: the price is uncertain, the agreement is not negotiated, the promotion is not in place, the sales volume is not increasing, etc.At this time, we have to reflect: whether we have found the right person, that is, whether we have found the key person who is helpful to realize the purpose of our visit.

(5) Break down each point from point to area.If we want to ask customers for information about similar products, customers often evade or even avoid talking about product prices, sales volume, rebate policies, promotional efforts, etc.At this time, we must find a key breakthrough object.For example, find an older or higher-ranking person with more prestige among customers, carry out corresponding public relations activities according to his preferences, establish a "personal relationship" with him, and let him "inform" the truth to us.You can even use this person's prestige, word-of-mouth, and promotions to infect and persuade other people to achieve other visiting purposes such as purchases, collections, and promotions.

(6) Correct attitude, never give up.The work of visiting customers is a probability war, which can rarely be successful at one time, and it is impossible to achieve it overnight and once and for all.Only by developing a good attitude to deal with customer rejection can the success rate of customer visits be increased.

09．When strike up a conversation, maintain customer relationship with heart

The purpose of chatting up customers is to establish a good cooperative relationship with customers. Once such a relationship is established, in order to maintain sales, sales and sales personnel must spend their time strengthening the existing customer relationship, not to mention that you worked hard at the beginning. It is only by striking up a conversation that these prospective customers become customers.Therefore, it can be said that maintaining customer relationship is the achievement of maintaining the conversation, and it can also be said that it is the continuation of the conversation.

However, among the sales and business personnel who carry out marketing activities, a considerable number of people only pay attention to attracting new customers and ignore maintaining existing customers. Some people focus their work on pre-sales and sales, resulting in many problems in after-sales service not being solved in a timely and effective manner, resulting in the loss of a large number of existing customers.Nowadays, in the buyer's market, the degree of product homogeneity is getting higher and higher. At the same time, due to the development of science and technology, the life cycle of the product itself is getting shorter and shorter. The marketing strategies and methods of many sales and business personnel are also similar. Consumers have become quite rational, so it is necessary to provide customer maintenance and after-sales service.

In fact, customers love the feeling of being interactive, having someone talking to them.When you have the opportunity to meet a client, it's time to have a good chat.Talk about the weather, sports, and local news, or beauty and clothing, handbags, or glasses.Regardless of the topic of discussion, the point is to be able to communicate with each other.If the salesperson uses the same vocabulary as the customer, the distance with the customer can also be shortened, because the same language can make both parties have the same views on things and it is easier to reach a consensus.The biggest trick to mastering the idioms of customers is to listen carefully to their conversations, and then, when answering customer questions, use the words they have used to answer.

When it comes to maintaining customer relationships, it takes a multifaceted effort.It is obviously not enough to establish a long-term and stable cooperative relationship if you just stay in the chatting skills, so you need to further grasp some principles and skills of approaching customers.Here are some ways to help maintain good customer relationships.

First, abide by the principle

A person who abides by principles will win the respect and trust of customers the most.Because customers also know that meeting a need is not unconditional, but must be met under certain principles.Only in this way, customers have reason to believe that you also abide by certain principles when recommending products to him, and they can rest assured to cooperate and communicate with you.For example, it is acceptable to appropriately increase certain services and training, but requests that harm the interests of the company, customers, or even others must not be agreed.Because when you can damage the interests of the company or others in front of the customer, he will worry that his interests are also being threatened.

Second, respect customers

Everyone needs respect and approval from others.For the cooperation given by customers, we must be grateful and express your gratitude to customers.As for the customer's mistakes or even faults, you should show your tolerance instead of blame, and immediately study and discuss together to find out the remedy and solution.That way, your customers will appreciate you from the bottom of their hearts.

Third, provide humanized first-class service
The so-called humanized service is for the sake of customers.When we cooperate with customers, we must pursue a win-win situation, especially to allow customers to communicate with their superiors beautifully.We do things for the company and hope to make achievements by ourselves. Others also do things for the unit, and they also hope that what they do is beautiful.Therefore, when we cooperate, we must pay attention not to sell the customer what is useless or unnecessary, and not to let the customer spend extra money, try to reduce the unnecessary expenditure of the customer, and the customer will also save your investment.Providing top-notch service increases the chances of repeat sales.Don't forget, once a competitor's service is better, there is no doubt that customers will turn around and buy elsewhere.Use your brain to think about ingenious services, and let customers have services that other companies cannot enjoy, which is a great way to retain them.

Fourth, express your success and confidence
Successful sales are closely related to self-confidence. If you think you can close the deal this time, you will naturally go all out.Experience tells us that marketers may wish to demonstrate your success to customers in order to increase their confidence in you and increase their chances of repeat purchases.For example, as a life insurance salesman, if your customers purchase insurance more than once, you must remember their names, family background and preferences, which will be of great help to your career.The reason why these people buy again shows that they have enough trust in you and your products, and they will be the best center of influence.If you have doubts about expressing success and confidence, it is recommended to visit a car dealership. The busiest sales and sales personnel are the ones who fully demonstrate confidence.They will greet you warmly, introduce the cars on display and invite you to test drive them.

Fifth, do more things besides sales
The real way to maintain customer relationship is to deal with the little things in life with customers over a long period of time.Some difficulties they encounter in life, as long as you know and can do it, you must help them.For example: when some customers need certain information but cannot get it, you will help him get it; send text messages or email greetings during holidays, or mail a letter written by yourself; Telephone greetings; more important customers come to visit and communicate, and bring small gifts from the company, and entertain important customers at critical times; know the birthday and home address of each customer in hand, especially the birthday and family of major customers in hand Address, because there may be only a few big customers, but they account for half of your sales; use your personal connections and social relationships to solve certain urgent needs for customers, and under appropriate circumstances, you can provide cooperation guarantees for customers with high loyalty .In this way, you and the customer are no longer a cooperative relationship, but more of a friend relationship.Whenever there is an opportunity, they will definitely think of you first.

Sixth, a good word of mouth is conducive to obtaining new customer resources

We have enough reasons to believe that the time and energy spent to develop a new customer is more than ten times the time and energy required to maintain an old customer.The highest level of marketing is to let customers come to you on their own initiative.No matter what industry you are in, if you want to develop or make a difference in this industry for a long time, please remember that the reputation you leave to this industry is the same as your life.

Some people say: "Where is your heart, then there is your wealth." If we borrow this sentence to explain the point of view of maintaining customer relationship, it is "Where is your heart, then there is your customer."With customers, naturally your wealth will follow.There are no permanent friends in the business field, only permanent common interests, if there is no common interest between you and your customers, then your customers are quietly losing.Please always remember that how to maximize the interests between you and the customer is the center of maintaining the customer relationship.Please take some thought to maintain the customer relationship formed after the successful strike-up!
Further reading: Six bad habits that are not conducive to maintaining customer relationships

(End of this chapter)