Methods of maintaining customers

Successful salespeople know that the method of maintaining customers determines whether they can establish long-term good cooperative relationships with customers. People are the key to success. In fact, it is not difficult. Here is how to maintain customers. Methods to maintain customers 1

1. Maintain sincerity and intention: No matter what method is used, sincerity and intention are essential. Whether you are selling specific products or selling paid services, you need to have A sincere and attentive attitude is felt by customers.

2. Win with professional skills: In addition to maintaining a sincere and attentive attitude, maintaining customers also requires winning with professional skills. Whether it is knowledge or skills, you need to be professional enough to serve your customers. Solve problems.

3. Politeness and smile are indispensable: To maintain customers, you need to respect customers, maintain politeness and smile, maintain the most basic respect when meeting customers, and maintain workplace etiquette, etc.

4. Know the benefits of asking: In fact, to maintain customers, you also need to let customers talk more, listen more, ask customers about their needs, and understand their ideas.

5. Empathy means knowing how to think about problems from the perspective of customers: In fact, during the communication process with customers, empathy can also allow us to maintain customers and retain more valuable customers. , being able to think about problems from the customer's perspective will make customers feel more at ease with us.

6. Continuous innovation and upgrading: Whether it is products or business personnel, they need to be innovative and constantly upgrade to bring better products, better services and better services to customers. experience.

7. Regular communication and communication, and online and offline interactions are required: maintaining customers also requires keeping in touch with customers, communicating and communicating regularly, and mastering more communication skills and methods, so that Customers are willing to contact themselves and make friends with themselves.

8. You must have your own style: you cannot follow what others say, you also need to reject customers appropriately, and you cannot blindly satisfy customers’ unreasonable demands. In fact, getting along with people is a science. Whether it is maintaining customers or dealing with other relationships, you must have your own style and characteristics. Methods of maintaining customers 2

Methods and techniques of customer maintenance: rely on reliance, try to satisfy the reasonable demands of customers; be strong and soft, when the customer's requirements cannot be fulfilled, stabilize the customer first; abide by the principles, People who abide by principles are more likely to gain the trust of customers; reciprocity and mutual benefit, if the concession strategy in sales communication is used properly; shortening the distance and maintaining the relationship with customers; starting well and finishing well, let customers become the next potential customers.

The significance of customer retention

1. The so-called customer maintenance refers to the process in which suppliers maintain established customer relationships and enable customers to repeatedly purchase products or services. Loyal customers are willing to purchase more of a company's products and services, and their spending is two to four times that of discretionary spending.

2. Enterprises need a lot of expenses to attract new customers, such as various advertising investments, promotion expenses and time costs to understand customers, etc. However, the cost of maintaining long-term relationships with existing customers is decreasing year by year. of.

3. If a company has a considerable number of stable customer groups, it will also form a long-term and harmonious relationship between the company and its employees. In the process of providing services to satisfied and loyal customers, employees realize the realization of their own value, and the improvement of employee satisfaction will inevitably lead to the improvement of enterprise service quality.

Customer maintenance is a very important job responsibility for sales people. The purpose of maintaining old customers is to form repeat customers, because the cost of developing new customers is too high, and it is difficult to generate sales in the short term. If you can make When customers become regular customers, sales become easier. The quality of customer maintenance will directly affect the performance of individual sales people or the entire sales department.

Therefore, as a salesperson, you must master customer maintenance skills and apply them skillfully. Methods to maintain customers 3

1. Make customers satisfied with you

Improving customer satisfaction is a prerequisite for retaining old customers. Only when customers are satisfied with your products and services and even your Only when the company is satisfied will it be possible to stay. But we still need to note that it is not an easy task to satisfy old customers. It also requires mastering certain methods and skills.

(1) Don’t make excessive promises to customers. Customer satisfaction is based on customer expectations. The size of the expected value determines the level of satisfaction, and there is an inverse relationship between them. The smaller the expected value, the easier it is to be satisfied. It can be seen that lowering expectations is an important way to improve satisfaction.

How to lower customer expectations? An effective method is not to make overly high promises to customers. For example, if your company can provide after-sales maintenance services within 18 hours after receiving the notification, you can promise customers within 24 hours; if the maintenance staff can provide after-sales service after receiving the call, If you arrive within 2 hours, you can promise to arrive within 3 hours.

Use this technique to make customers' expectations slightly lower than your company's service level. When the level you provide exceeds their expectations, customers will have a sense of satisfaction.

(2) Provide value-for-money services. Value-for-money services mean profits from manufacturers to customers, which can improve customer satisfaction. The long-lasting development of many companies is largely due to this.

Dell is not just a computer supplier, but also an advisor to customers when formulating technology strategies. Dell's technical staff have to spend a certain amount of time discussing future technology trends with customers. Such discussions allow customers to plan their adaptations to technological changes in advance, rather than just reacting to them. The value-for-money services provided by Dell will strengthen the relationship between the company and its customers and establish the strongest trust, honesty and partnership.

Of course, providing value-for-money services is not always better, because when you provide customers with too many or too high benefits, it is easy for customers to base their next expectations on this one. , then the burden on the enterprise will be too heavy. Therefore, the scope of value-added services should be limited to services that are extremely useful or novel to customers but not difficult for salespeople.

2. Let customers only see you.

Once customers become dependent on your products and services, customers will only see you. An effective way to make customers only see you is to cultivate customer loyalty. The cost of cultivating the loyalty of old customers is much lower than the cost of developing new customers.

(1) Ask customers humbly. If you want to retain old customers forever, you must meet their needs with high quality and excellent service.

From the feedback from old customers to the company, you can find out how much customers like each product and the reasons why the product is unpopular, which can then help you improve your service strategy and even help the company find ways to improve its products. square. In addition, sales staff must spend a certain amount of time every month communicating with old customers to understand their needs.

(2) Establish interactive relationships. Loyalty is established through interaction and dialogue with old customers. Therefore, in order to establish a valuable interactive relationship with old customers, it is necessary to establish a dialogue relationship with old customers and extend this relationship to the extreme. The easiest way to achieve this goal is to learn as much as possible about your customers. Only by knowing when to provide what products can customers be willing to cooperate with you.

During the interaction process, customers and the company are combined through various communication bridges, and the company responds to customers' reactions in a timely manner. Customers can thus see detailed and personalized services, which will inevitably increase their satisfaction with the company and become regular customers of the company.

3. Handle complaints from old customers in a timely manner

Some sales staff do not want to hear complaints from customers. They believe that as long as customers do not complain, then their products and services are good. Yes, in fact this idea is wrong. Just because customers don't complain doesn't mean they're satisfied, because some customers think it's better to leave than complain and reduce the number of times they deal with your company.

Especially the complaints from old customers. Usually the complaints of an old customer represent the voice of other customers who have not complained to you. Customers who complain will be more loyal if their problem is resolved satisfactorily than those who never complain.

(1) Don’t simply say “no” to customers. Since a customer complains to you, he will definitely hope that you can solve the problem. If you just give them a "no", you can imagine how the customer will react. Sometimes even if the service level required by the customer is too high, you simply cannot meet it or you are too late to arrange it, or you are unwilling to provide it. You cannot ignore the customer's request without any explanation. The best way is to truthfully tell the customer your dilemma.

Customers often appreciate your honesty when you have the courage to admit your mistakes. This will make customers trust you more and less likely to have unrealistic expectations of you.

In addition, there is another way to increase the customer's goodwill towards you, that is, when you are unable to solve the problem for him, actively help him find a solution to the problem.

For example, you can tell the customer: "No problem, although we don't have this business, I know which businesses do. Here is their name and phone number. If there is nothing they can do, please call I'll figure it out for you." If you don't know which company provides the service the customer is asking for, just say, "I don't know, but let me look it up and I'll find some for you for free. "List." When customers see that you are thinking about them, they will definitely feel valued, and they will definitely think of you first when buying similar products in the future.

(2) Process in time. Now that customers have complained about the company, they must be dealt with promptly. Respond quickly to their opinions and it is best to solve the problem quickly or at least show sincerity in solving it. Delaying time will only make customer complaints stronger and stronger, making customers feel that they have not received enough attention, causing dissatisfaction to rise sharply.

(3) Do not argue with customers.