Huawei's 11 key contact points with customers are the key points for purchasing Huawei products from the customer's point of view and against Huawei's sales process. It is the key control point in a series of procurement processes such as supplier certification (entering the list of qualified suppliers), supplier selection (entering the supplier short list), and issuing purchase orders (supplier share allocation) from multiple suppliers when purchasing large-scale investment equipment.
In this procurement process of the reverse sales process, Huawei found opportunities scattered in these key control points!
For example, even if the project fails in the bidding process, a small share of the supply is obtained. However, when there is a problem in the supply of friends or a major failure in product operation, Huawei can obtain more orders and become the winner of the actual supply by virtue of fast, efficient and high-quality supply and service.
01
Project proposals and exchanges
Project proposals and communication are key points of contact with customers in the early stages of sales project operations. It mainly includes two aspects of work: on the one hand, the account manager expands and consolidates the customer relationship and conducts a large number of customer visits and exchange activities; on the other hand, the product manager grasps the market cultivation and guides the good opportunities of sales projects.
Huawei's account managers and product managers should visit and communicate to achieve universal customer relations: including customer executives and decision-making supervisors; middle level: construction department, operation and maintenance department supervisors and engineers; and grassroots: secretaries, drivers, doormen, etc.
Account managers and product managers should:
(1) Go to the client room, the place where the equipment is operated and maintained, communicate with the operation and maintenance engineers, understand the current situation of the customer's existing network equipment, and obtain first-hand network data, including equipment manufacturer, model, quantity, etc.;
(2) Understand the advantages and disadvantages of the customer's existing equipment of various manufacturers in terms of technology, operation and maintenance, and find the problems and pain points of equipment operation.
(3) According to the current situation of customers and the advantages of Huawei products, reasonable technical suggestions and transformation plans are given.
(4) Communicate with the engineers of the Construction Department to understand the customer's business development plan, and understand the time and quantity of equipment expansion according to the local population and enterprise development.
(5) Understand the latest developments of friendly businessmen.
Pay special attention to the location and environment where the above information is communicated with customers:
● Understand the current situation of network equipment, O&M problems and pain points in the client room;
● Understand the customer's business development plan and business performance goal completion in the office;
● When communicating at the customer's home or alone, understand the dynamics of friends and businesses.
Technical advice and communication is the beginning of the good operation of the sales project and the basis for the success of the sales project.
02
Receive technical proposals and quotations
Most of the technical proposals and quotations of each supplier manufacturer are made according to the requirements of the tenders given by customers. Of course, if the early sales project is guided and operated well, so that customers do not bid and only negotiate with Huawei, it is the best result.
The time for submitting the technical proposal is as far as possible to choose to submit at the last point in time. Before submitting the technical proposal, we must do everything possible to obtain the proposal of the friendly business, find out its weaknesses, and use Huawei's product advantages to win the differentiated competition.
The quotation is the most critical content of the bidding activity, to do four different sets of quotation schemes, the total price score of high, medium and low three, in addition to preparing a blank quotation form, ready to fill in the quotation by hand at any time. Packed in four identical quotation envelopes.
03
Contract negotiation
Before the negotiation, it is necessary to understand the negotiation situation between the customer and the friendly businessmen, understand the psychological expectations and goals of the customer, and have a bottom in mind. To plan at least 3-4 rounds of planned concessions, the general negotiation time is about a week, pay attention to the following three key points:
(1) Huawei can only show weakness, not strength!
(2) Look at the overall situation from the overall total price, rather than looking at profit and loss from a single item.
(3) The limit on the price of future O&M charges cannot be promised.
04
Sign a contract
Signing a contract is a landmark milestone in the success of the sales project. It is a moment of celebration for both buyers and sellers.
Internal requirements: Before signing the contract, be sure to summarize and summarize the final results of the negotiation and submit them to the company for contract review;
To the customer: timely give the customer a gift to each person who has contributed to each link before and after this sales project to show gratitude! Being affectionate and grateful is the code of conduct for huawei's sales success.
Contract performance: The signing of the contract is only half the success of the sales project, and it is necessary to obtain the customer's advance payment in time. The quality of after-sales service such as subsequent contract performance and equipment operation is the basis of customer satisfaction. In this regard, Huawei has an absolute service advantage. The core is that in order to have advance information communication in every link, it is necessary to formally communicate with customers in advance according to regulations. The most effective method is to urge the customer to set up a contract performance project team corresponding to Huawei, confirm the commonly recognized communication channels and communication methods, and formally notify the key links to the high, middle, and grass-roots supervisors and personnel of the customer. Improve Huawei's efficiency, brand, and image in the operation of after-sales service projects.
05
On-site preparation, prepayment, lead time tracking, training
After the contract is signed, upload and publish the contract information in the lT system as soon as possible; At the same time, start engineering. The engineering design engineer of the representative office went to the customer's site to extract the installation data and complete the site survey and engineering design tasks of the project. Surveying and receiving advance payments from customers are the starting points for contract production and stocking. The contract performance personnel shall inform the customer and all members of Huawei's performance project team in advance and on a regular basis according to the regulations on the progress of the contract, and arrange the work to be prepared in advance by both parties; The production and manufacturing status of the equipment is also regularly reported; Huawei's service managers work with customer managers to provide detailed guidance on the process of customer engineering management.
The customer's training includes on-site explanation training and customer dispatch of O&M engineers to Huawei Training Center for training. The on-site training should have training materials for customers, there is explanatory film, fully prepared, and formally implemented. The contract performance of large-scale communication equipment cannot avoid contract changes, correction of wrong goods, unclear interfaces and so on. Treat these activities as routine work, and the specific methods are solidified into templates and processes, so that they can be handled calmly and without getting angry. Be customer-centric and solve on-site problems for customers quickly and efficiently. Huawei's internal coordination and promotion tasks should be promoted together with the account manager and product manager.
06
Receipt inspection
In accordance with the time agreed in the contract, Huawei goods notify the customer in advance to prepare for the receipt of the goods, and at the same time, prepare the arrival price. The arrival location is often scattered in the various locations ready for installation, and it is necessary to plan the goods according to the installation location classification and packaging, respectively, to the goods, acceptance. The transportation and handling of goods is operated by a third-party company, and problems such as damage and loss of goods often occur. It is necessary to strictly record and report in a timely manner. First apply for reissue of equipment to ensure the needs of customers to install and operate, and at the same time, the company initiates insurance claims internally. The receipt and inspection information should be promptly notified to all members of the contract fulfillment team between the customer and Huawei, and the account manager should start the recovery of the "arrival price" accordingly.
07
Equipment installation and handover
Many of the installation, commissioning, testing, etc. of the equipment are now outsourced to third-party installation engineering companies, and their management and personnel quality is relatively larger than Huawei's, and there are more problems. Customers who attach importance to installation management have clearly proposed that Huawei employees undertake installation tasks and do not want to use third-party engineering companies. At this point, the customer's choice should be respected. Equipment cutting is a milestone in the operation of the project, we must notify the leaders of both sides to help the scene, and prepare for network recovery in advance if the cutting is not successful.
08
Balance and balance
After the handover of the equipment is completed and the network is put into operation, the service manager should promptly pass the equipment final inspection report and other information to the account manager, who collects the final payment of the project according to the terms of the contract. At this time, customers often find various reasons to delay payment, because the equipment has been opened, and customers do not need to urge Huawei to arrive, install, or cut. On the one hand, the account manager must coordinate all parties to solve the remaining problems of the equipment as soon as possible, on the other hand, it is necessary to be more patient and more diligent in collecting money.
Equipment operation: After-sales service, operation and maintenance of large-scale communication equipment will inevitably have such and such problems. Customer problems are often the first time feedback to Huawei's delivery manager, service manager, Huawei's delivery manager, service manager must attach great importance to customer consultation or complaints! It is necessary to inform and ask for help at the first time, and at the same time, contact the account manager and other related resources as soon as possible to quickly solve the problem. We will conduct O&M seminars with customers through proactive service and routineization, and conduct satisfaction surveys for Huawei customers through third-party professional satisfaction survey companies.
09
Consultation and/or complaint (to Huawei).
Customers can conduct technical consultation or complaints through Huawei's three-level technical service system. The first level is the local service department of the Huawei representative office, and the customer is the first to communicate and consult directly with the service manager. The second level is the service department of the Regional Department; The third level is the technical service department of the company's headquarters. Regardless of the size of the problem, the customer's consultation and complaint must be highly valued, first of all, to apologize to the customer, secondly, record the record, give a clear time to deal with the reply, regardless of whether the problem can be solved, must be in the promised time to inform the customer of the progress of the problem solution. At the same time, feedback to the service department head, account manager and other relevant personnel to promote problem solving.
Customer complaints must be closed-loop management! At the same time, make customers satisfied with the results of handling complaints. In addition, within Huawei, the relevant responsible persons of Huawei should be evaluated according to the valid complaints of all customers.
10
Accept equipment repair and maintenance services
Accept equipment repair and maintenance services Provide timely faulty plate replacement and repair services to ensure the continuity of customer equipment operation, guide customer management and equipped with appropriate spare parts. Equipment maintenance is due to product quality caused, service manager in the receiving maintenance information, the first time is to notify the customer manager, as soon as possible to appease the customer! Strengthen the public relations of supervisors and engineers at the customer operation and maintenance level, so that maintenance information is not reported and disseminated. From the customer's point of view and position, we will reduce or waive maintenance and maintenance costs for customers. At the same time, coordinate resources as soon as possible to solve the problem.
11
Returns and exchanges
Huawei's early switch C-type machines and other equipment have a certain gap compared with later B-type models in terms of design, operation, maintenance, and expansion. Huawei adheres to the long-term strategic partnership with customers and replaces many old equipment on the customer's website for free. It has won the praise and trust of operator customers.
12
summary
The time for customers to have direct contact with Huawei is very small. Especially before signing the sales contract, only Huawei's account manager product manager and related supervisors visit customers, or directly contact customers at exhibitions, debriefing meetings, and seminars, and it is rare to invite customers to visit Huawei or model sites! The actual contact time is long, and it is the contract performance and equipment operation stage.
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