The principle of after-sales service
1. Reciprocity principle
The most powerful and influential thing in people's subconscious is a principle of reciprocity. For example, we go to the fruit stand to buy fruit and see delicious oranges or apples. At this time, the fruit seller will peel an orange or an apple for you to taste. Because you have tasted his fruit, you will buy a catty or two if you are not careful. When you go shopping in a department store, some promoters will let you taste a bottle of milk, and you will feel good. You will buy a big bottle of milk. This is the principle of reciprocity. What others have done to us makes us want to do something for each other. This psychological situation is often called the principle of reciprocity. You are good to me, and I will be better to you. This is a social and cultural norm. When others help us, we hope to do something for others in return. Similarly, when we reach a trading relationship with our customers, don't forget to bring some commemorative items or send some small things to our customers at the right time, and customers will feel that you are paying attention to them. When you need some information, I believe this customer will also tell you how to use your product after buying it. He will also tell you all the information, and he will also tell you some information about your competitors. So every time you help a customer, that customer will feel that he should do something for you. Every time you make concessions to the customer's requirements, the customer will feel that he owes you something, so as to enhance the relationship between you two and make the next business possible. This is the so-called reciprocity principle.
2. Commitment and inertia principle
In psychology, one of the most important factors affecting people's motivation and persuasiveness is called the principle of commitment inertia. It means that people have a strong and consistent demand for what they have done in the past, hoping to keep all the old forms and expand their ideas with promises. What kind of habits the customer has, or what kind of old practices, ways of doing things or some attitudes towards things he has, you should master the principle of inertia. The principle of this commitment inertia is how to get along with customers further and find a level of promotion in their hearts.
3. The principle of social identity
Strong subconscious influence is called the principle of social identity. The number of people who buy a product or service has a far-reaching impact on customers' purchasing decisions. If you have a good relationship with customers, then the company has developed a new product. When you go to a customer, you can also tell the customer, "Look, many customers have placed orders with us before our products are on the market. You see, this is a newspaper report on our products, and the society has a good evaluation of us ... "When he sees such a thing or news, he will think," Well, it's good. In other words, the number of people who buy a product or service deeply affects the purchase decision of customers.
4. Same identity
If your customers today are doctors, they are all using this product or receiving such services, then you can sell it to nurses, and nurses can accept it. If all lawyers use this product, when you sell it to other lawyers, other lawyers will accept it, which is called social recognition.
5. Testimony of users
This is also a factor that urges customers to buy products. Using people who have bought or used our products to tell our customers with some of their witnesses is also a way to influence customers' purchase decisions. Of course, you must get a list of existing customers and see how they feel after using our products.
6. Favorite principle
For example, a cosmetic is used by a star, so I want to use it, because I like that star; I want to buy what kind of clothes that star wears. Nowadays, many promotional advertisements are looking for celebrities, which is to use this principle of liking to motivate customers to take purchase actions.
7. Friendship principle
The potential customers introduced by customers are more favorable than brand-new customers, because its success rate is 15 times that of brand-new customers. A top salesperson always knows that he is cultivating old customers, and at the same time, he is constantly developing new customers. The best way to develop new customers is to introduce old customers. And the introduction of this old customer is that people are applying the principle of friendship.
Today's after-sales service is not to serve customers after they buy your things, but to establish harmonious interpersonal relationships. You can apply these principles before customers buy your things, which is to make customers trust your products and you more. And the person who bought the product, you should also let him further maintain a more trusting relationship with you.
Write a thank-you letter at an appropriate time.
1. When the customer who visited for the first time responded well,
We should send a thank-you letter at an appropriate time. It doesn't matter whether the customer makes a purchase decision. The important thing is that the customer responded well during the visit, which requires you to send him a thank-you letter immediately after the visit. Nowadays, the methods of thank-you letters are very simple, and the mail will pass in a few minutes, which can save you a lot of time.
2. When signing the contract
When you meet a customer or a customer buys something, you must be grateful and thank the customer. The customer's first impression comes from the salesperson. Whether your clothes look good or not, even whether you are polite when greeting customers, and whether people think you are professional will affect your impression. So remember, you are selling today: ① First, sell yourself; (2) The utility of selling goods is to solve problems for customers.
When promoting the utility or value of goods, the next stage is to promote the goods and your services, so when you write a thank-you note, you must tell your customers this feeling of gratitude, because everyone has a feeling that when you write him a letter or send him a greeting card, he is usually not easy to forget, which can deepen customers' trust in you.
3. When customers help you.
There is another situation where you need to write a thank-you letter. When you owe a customer a favor, you visit him, whether he bought your product or not, but he will be moved by the reciprocity. Although he didn't buy your things because you gave him a little gift, he will feel a little guilty, so he will definitely help you. Although he has bought or not bought your company's products, he will help you. You still don't want to.
4. From the tourist destination, thank the customers who patronize on weekdays.
You can tell your customers where leisure is good and you can provide it to them; Where there is a football match, if you have a ticket, when will you ask the courier to deliver it to him ... so the customer will feel that he must be very moved to have such a person who always cares about him. At the same time, you will get a lot of feedback and care. When you go to play, don't forget to bring some small souvenirs back to your customers, which can increase the trust relationship between you and your customers.
Inspect the after-sales situation.
For customers who buy your goods, you should always pay a return visit until the customers are proficient in using them. Before you master it, customers will always encounter many problems, especially those mechanical things that need to be replaced after a period of use, so you should make regular after-sales visits. For consumer products, it is important to investigate the usage of customers.
Provide the latest information
Providing customers with business information and introducing the company's new products and services all need to be completed in the after-sales service process, which is equivalent to constantly establishing good relations with customers. We should be good at using the principle of reciprocity and commitment to friendship. At the same time, we can provide customers with business information of new products and services, and at the same time, we can also get a lot of information from other companies.
Organize customers
The quality of interpersonal relationship will directly affect our sales. If we don't handle the customer relationship well today, we will lose a lot of business. As mentioned last time, the churn rate of customers introduced by customers is 15 times that of ordinary customers, so how to organize customers becomes an important issue.
1. Establish an impact center
Every customer has many friends, and we all hope that customers can introduce us to some people around him. Sometimes good customers will introduce some of their relatives and friends to buy products, thus establishing an influence center.
Hold a seminar
Choose a suitable time, invite customers who have used your products to attend the seminar, ask them to make reasonable suggestions for the company, and let these customers know more people. This is a work that benefits others and benefits themselves. The main purpose of holding a seminar is to let these customers know each other, and it is also a demonstration of your sincerity to customers.
Sincerely as the object of discussion
From beginning to end.
Listen patiently to what the customer says from beginning to end. If ordinary people hear the other person repeating the topic, they will inevitably want to stop the other person, so they say "I know" and don't want the other person to say more. But please be patient and listen to these repeated words as an important part.
Listen to the truth
In the process of talking with customers or understanding and discussing countermeasures, you should pay attention to listening, listen to the real meaning of customers and see what their dissatisfaction or complaints are. If the customer you meet may not express well or stutter, you must be patient and let the customer tell his problem and listen to the real meaning. The important thing is to say what is inconvenient or dare not say.
3. Let customers come up with countermeasures
If there is no way to solve the commodity problem, you can also ask the customer to help you think of countermeasures. When you serve customers with your heart and care about them with your heart, customers will thank you, make bigger and better feedback and come up with the best countermeasures to solve your troubles.
The key to dealing with dissatisfaction
◆ Listen patiently.
Don't excuse yourself, just admit your mistake.
◆ Understand the reasons for customer dissatisfaction.
1. Listen patiently
Customers are always dissatisfied when they buy your things, so they often call the company to tell us that they are not satisfied with this matter. Whether I talk to you on the phone or in person, always remember, don't argue, listen patiently, learn to listen to others as much as possible, and then express your views when appropriate.
Don't make excuses, just admit your mistake.
Never lose your temper with customers, learn to control your emotions and be a salesperson with high emotional intelligence. Customers may be angry, but you must be patient, don't make excuses, just admit your mistakes. "I know your situation very well, and I can also feel your concern for our service. You will tell us because you want us to be good. " Respecting customers is an essential quality of a qualified salesperson. Even if you know the customer's misunderstanding or being scolded by the customer for no reason, you should still listen to the customer's complaints quietly. Sometimes, if you listen patiently, the anger of customers will disappear and the dissatisfaction with customers will be solved unconsciously. Many people are eager to find an excuse to deal with customers before they show dissatisfaction. If you defend them again and again, customers will feel emotionally disgusted. Once his dissatisfaction is seriously manifested, he will steal more customers.
3. Understand the reasons for dissatisfaction
As long as it directly solves the dissatisfaction caused by the problems of the goods themselves for customers, it is ok.
Dissatisfaction is a type of complaint, which happens when there is emotional opposition in dissatisfaction. So it is the best way for you to calm down and listen to customers' complaints.
Self-expression is to take advantage of opportunities when problems arise, and boasting about one's position is an unsatisfied practice. Everything will be fine as long as you make him feel respected.
Spoiled and dependent, this kind of customer says, "Oh, you all do." It's like I really want the sales staff to be nice to him. This kind of customer is not dissatisfied, he just wants to get close to you.
Improve eloquence
It is very important to improve your eloquence and perceptual principles. You should learn to observe people and learn from their strengths. Your customers are also your teachers. To learn to be good at thinking, the simple way to think is to ask yourself, "Am I doing this right? Can I satisfy others? Is there anything that needs improvement?" Usually, you should observe, listen, see and talk more, and exercise your eloquence, and then combine these fragmentary fragments and extract some quality content through analysis. To improve your coping ability, you need to imitate those experienced people and see how they do it. At the same time, you should practice again and again to improve your eloquence.
Hone oneself
Ask others and tell your own shortcomings.
(2) strive to turn shortcomings into advantages.
Where there is a will, there is a way. In the sales process, we approach customers, understand customers, introduce products to customers, let customers buy products, let customers pay the bill, and establish good relations with customers ... We consciously hone ourselves in every contact with customers, constantly learn from the strengths of others, and strive to overcome our own shortcomings. Every experience accumulated today is for a better starting point for tomorrow.
Summary of this lecture
After-sales service itself is also a means of promotion, which can improve the reputation of enterprises, expand the market share of products and improve the efficiency and benefit of promotion. Mastering the principle of after-sales service and sending a thank-you letter to customers at an appropriate time can increase a trust relationship between you and customers, which is conducive to the further development of sales work. Master the key points of after-sales service, improve their own quality, and strive to do a good job in after-sales service, so that after-sales service will become the beginning of resale.
Curriculum significance
In the highly competitive sales market, it is the key to win the best business opportunities to accurately master the sales skills and all-round customer service before, during and after the sales cycle. This course is taught by Liu Minxing, a famous marketing guru in Taiwan Province Province. From the basic theory and methods of sales, practical skills to the ten steps of sales and self-management of salespeople, it provides a set of solutions for professional skills training of salespeople. If you want to master the correct and basic skills that salespeople should have, and absorb the experience and wisdom of experts and successful people for reference, and reduce your time, energy and chances of making mistakes, then come to our course as soon as possible. Only action can solve the problem.