Successful sales is to be able to maintain customers well, and establish a long-term good cooperative relationship with them, after knowing the reasons for customer loss, then maintaining customers must pay attention to:
1, rely on dependence
Let the customer form a psychological habit of relying on the company, any special requirements put forward by the customer, or hidden needs must be taken seriously, and every effort is made to find a reasonable reason to give a reasonable answer, and the reasonable needs put forward by the customer will be satisfied as much as possible, that is, the pre-sale and after-sales process must be meticulous and move the customer with details.
2. Complement each other
The process of sales is also a process of timely resolution of the contradictions and interests of both parties, and only when both parties are satisfied can it be considered a successful sale. For example, many sellers are unwilling to do after-sales service, which requires gentle words to inform customers of the possible consequences of not doing it;
What is not necessary to do or can be done late can also be projects, which are the freemium projects we give away, etc., so that customers can personally experience the value of the company's sales service, is really attentive to customer service, really think what customers think, and customer needs.
3. Rigidity and softness are combined
In the process of maintaining customer relations, we must listen carefully and patiently to the customer, and can accurately judge the meaning he wants to express, and when it comes to nails, we must also come up with a peaceful attitude, not anxious, and indifferent.
For the customer's mistakes and even mistakes, we should show tolerance rather than blame, and immediately study and discuss together to find a remedy and solution.
This way, your client will appreciate you from the bottom of their hearts and let him know that you can and have the ability to solve problems for him. When a customer violates your negotiation line, say no to him.
If the customer has a certain desire to cooperate with your product or the added value of the product, then he will make a step backwards. Many times, you know that the customer's request is impossible to fulfill, but you must first stabilize the customer and make him look forward to you.
4. Abide by principles
A principled person will inevitably win the respect and trust of customers. Because the customer also knows that the satisfaction of a need is not unconditional, but must be satisfied under adherence to certain principles. Only in this way can the customer have reason to believe that you have also adhered to certain principles when selling products to him, and can they cooperate and interact with you with confidence.
In the process of maintaining customer relationships, please do not easily promise customers anything or what conditions, you must have a sense of mission and responsibility to fulfill every word you say. If you easily promise, once the requirements are not met, then you will become a dishonest person in front of the customer, which is very unfavorable for future cooperation.
In the sales process, we should use more replies such as "I want to think of a way", "I will call you back", "I have to apply for approval", etc., leaving the greatest room for maneuver.
5. Mutual benefit
In the process of communicating with customers, some salespeople move forward step by step in order to achieve sales goals, constantly convincing customers to recognize the quality of products or services, accept the price of products or services, etc., but some of the methods they use to achieve their goals are not necessarily smart.
In fact, many good salespeople will consciously or unconsciously use some concessions in the sales communication process (raise the price a little in advance, and the conditions are slightly stricter) in order to make customers satisfied.
For example, making price concessions under the premise of ensuring profits, or proposing compromises to solve problems according to the demands of both parties. Concession strategies in sales communication, if used properly, will be conducive to achieving a win-win situation for both buyers and sellers, and it will also be conducive to the realization of long-term sales goals.
6. Close the distance
Smart salespeople coordinate their relationship with the seller appropriately, because you are selling not only a single product, but also the added value of the company's products and the company culture and your own personal charm. After turning a simple partnership with a customer more into a friendship relationship, he will actively sell your product.
However, remember that you can make customers treat you as friends, but you must not treat customers as friends from the heart, because the ultimate purpose of businessmen is for interests, and once there is a fundamental conflict of interests, there will still be cracks in the cooperation process.
7. Win word of mouth
Win the reputation of customers and the industry, your customers will recommend you among most of his friends who are also his peers, then your sales will quickly expand in continuous sales. The highest state of marketing is to let customers take the initiative to come to you.
No matter what industry you are in, remember that if you want to develop or make a difference in the industry for a long time, please leave yourself a good reputation for the industry.
8. Good beginning and good end
Sales work is endless, the first successful cooperation is the best time to create the next opportunity, so that each business has a beautiful ending to bring you benefits as much as you redevelop a new customer.
There are no eternal friends in the business field, only eternal common interests, and if there is no common interest between you and your customers, then your customers are quietly losing. Understand that customers who are grateful to you are the customers who are loyal to you.
9. Tracking and tracing
Now there are many similar products on the market, the competition is very large, not to become your customer you can sit back and relax, customers may change their attention at any time, purchase other products.
Therefore, after cooperating with customers, you have to track the delivery date of the product, and after the product is delivered to the customer, you must track the sales progress of the product, whether it is easy to use, whether there are any problems that need to be solved in time or whether further technical services are needed and so on.
While doing a good job in product sales and services, we also regularly give customers a greeting or blessing, so that customers can always feel the care and consideration you should have as a friend.
There are many festivals in China, and giving customers a warm greeting and blessing every time they celebrate will make customers feel that you really care about him, rather than making a show. Only by experiencing your sincerity can you get the sincerity and support of customers.
10. Strategize
In the maintenance of customer relations, we must keep the initiative to ourselves, rather than letting customers lead your nose, the means of really maintaining customer relations is to deal with the major events and small affairs between customers and customers over time, such as sending text message greetings during holidays, regular telephone greetings, regular visits and exchanges, and giving away some local souvenirs.
In dealing with customers, let him know that you need you in the future, and lose no time in foreshadowing your next intentions.
There is a famous saying about sales; Where your heart is, then your wealth is there. To borrow this phrase to illustrate the view of maintaining customer relationships: where your heart is, then your customers are.