Through After-Sales Service Can Enhance The Credibility Of Enterprises.

     所謂售后服務(wù)，就是在商品出售以后所提供的各種服務(wù)活動(dòng)。從推銷工作來看，售后服務(wù)本身同時(shí)也是一種促銷手段。在追蹤跟進(jìn)階段，推銷人員要采取各種形式的配合步驟，通過售后服務(wù)來提高企業(yè)的信譽(yù)，擴(kuò)大產(chǎn)品的市場(chǎng)占有率，提高推銷工作的效率及效益。

    售后服務(wù)的原則

1. the principle of reciprocal courtesy

The most powerful and influential factor in people's subconscious is a principle of reciprocity.

For example, when we go to the fruit stand to buy fruit, we see delicious oranges or apples, when the fruit seller will peel an orange or cut an apple for you to taste.

If you taste his fruit, you will buy it a jin or two Jin by accident.

When you go to a department store, some promoters will invite you to taste a bottle of milk. You will feel very good. You will buy a large bottle of milk, which is the principle of reciprocity.

What others do to us makes us want to do something for each other.

This mental state is often referred to as the principle of reciprocity. If you are good to me, I will be better for you. This is a social and cultural norm. When others help us, we hope that we can do something for others.

Similarly, when we are dealing with customers, we should not forget to bring some commemorative articles at the right time, or to have some small things for our customers. Customers will think you are paying attention to them.

When you need some information, I believe this customer will tell you how to use it after buying your product. He will tell you all the information, and he will tell you some information about your competitors.

So every time you help a customer, the customer will feel that he should do something for you. Whenever you give any concession to the customer, the customer will feel that he is in debt to you, and enhance your relationship, so that you may have the possibility of making the next business.

This is called the principle of reciprocity.

2. commitment and inertia principle

In psychology, the most important factor that affects people's motivation and persuasion is the principle of commitment inertia.

It means that people have a strong and consistent demand for what they have done in the past. They want to maintain all old forms and expand their ideas with promises.

What kind of habit a customer has, or what kind of old practice he has, ways of doing things or some attitude towards things, you have to grasp the principle of inertia.

The principle of this commitment inertia is how we can get along with our customers further and find a level of improvement in the needs of our customers.

3. social identity principle

The subconscious influence of infinite power is called the principle of social identification.

The number of people buying a product and service has a profound impact on customer purchase decisions.

If you deal with the customer relationship well, then the company has developed a new product. When you go to the customer, you can also tell the customer in this way. "You see, our products have not yet been listed, so many customers have made a list for us. You see, this is a newspaper's report on our product, and the society has a good evaluation of us."

When he sees such a thing or a message, he will think, "well, yes, everyone else has bought it and I should buy it," which is called the principle of social identification.

That is to say, the number of people buying a product or service has a deep impact on the customer's purchase decision.

4. identity

If your customer is a doctor today, you are using this product or accepting such service, so you can sell it to nurses, and nurses can accept it.

If lawyers use this product, other lawyers will accept it if you sell the product to other lawyers, which is called social identification.

5. testimony of users

This is also a factor that prompts customers to buy products, using people who have bought our products or people who use our products to tell our customers with some of their testimony, which is also a way to influence customers' purchase decisions.

Of course, you have to get a list of the existing customers. After they have used our products, we can see some of their feelings.

6. love principle

For example, a cosmetics, so a certain star is in use, so I also want to use it, because I like that star, what kind of clothes the star wears, and what clothes I want to buy. At present, many promotional advertisements are looking for celebrities, that is, using this principle of love to stimulate customers to take purchase action.

7. friendship principle

The potential customers of customers are more favorable than new customers, because their chances of success are 15 times that of new customers. A top-notch salesperson knows that he is developing his old customers, and he constantly develops his new customers. The best way to develop new customers is by old customers.

The introduction of such an old customer is the principle of friendship.

Today's after sales service is not that customers have bought your stuff, you are going to serve him, but they are building a harmonious interpersonal relationship.

Before customers buy your stuff, you can use these principles to promote customers to believe in your products and trust you.

And those who buy products, you should let him further maintain a more reliable relationship with you.

Thank you for the right time.

1. when the first visiting customer responded well

We need to send a thank-you letter at a suitable time. Whether a customer has made a purchase decision or not, it is not important to buy anything. It is important to have a good response from customers during the visit. This requires you to send him a thank-you letter immediately after your visit. Now, thank you for the simple method. E-mail can be saved in a few minutes.

2. when signing a contract

When you meet customers or customers buy something, you must be thankful and thank the customers.

The first impression of customers comes from salesmen.

Your appearance is not very good. Even when you are talking with customers, whether you are courteous and courteous, whether or not you feel that you are very professional, will affect the impression.

So remember, you are selling today: first, sell yourself; second, the effectiveness of selling goods is to solve problems for customers.

When selling the utility or value of goods, the next stage is to sell goods and sell your services. So when you write a thank-you letter, you must tell your customers this kind of thankful mood, because everyone has a feeling that when you write a letter to him or send a card to him, he is usually not easy to forget it, so that you can deepen the trust of customers.

3. customer help.

There is also a need to write a thank-you letter when visiting customers, whether or not he has bought your product, but when he is in touch with you, he will not buy you anything, because he gives you a little guilt because he gives you a little gift. So he will help you. Although he has bought it, or he has not bought the product of your company, he will help you.

4. thank you for your patronage.

You can tell your customers where they can enjoy good leisure and offer them to customers; when there is a football match, when you have tickets, when will they send them to you by courier?

So customers feel that there is such a person, always concerned about him, he must be very moved.

At the same time, you will receive a lot of feedback and a lot of attention.

When you go to play, don't forget to bring back some souvenirs to your customers, so that you can increase the trust relationship between you and customers.

Inspection after sales

For customers who buy your products, you have to make frequent visits until customers are proficient.

Before being proficient, customers always encounter many problems, especially those that are mechanical. They need to replace parts after a period of time, so you have to do regular after-sale visits.

For consumer products, it is necessary to investigate the usage of customers. These are all important issues.

    提供最新的情報(bào)

To provide business intelligence for customers, introduce new products and new service items of the company, all need to be done when doing after-sale service, which means constantly establishing good relationship with customers.

We should be good at using the principles of reciprocity, commitment and friendship to provide customers with new information about new products and services, and we can get a lot of information about other companies from customers.

[self test]

Please answer the following questions:

What are your after-sale services?

How are you going to improve in the future?

(1) in the first half of the year.

(2) it is very important.

(3) it is very important.

(4) it is very important.

It is very important.

It is very important.

Organizing customers

The quality of our relationship will directly affect our sales. If we do not handle the customer relationship well today, we will lose a lot of business.

As mentioned above, the turnover rate of customers introduced by customers is 15 times that of ordinary customers, so how to organize customers will become an important issue.

1. establish influence centers

Every customer has many friends. We all hope that our customers will introduce us to some of the people around him. Sometimes a good customer will introduce some of his relatives and friends to buy the product, so that we can establish a center of influence.

2. organizing seminars

Choose a suitable time to invite customers who have used your products to attend seminars, ask them to put forward rationalization proposals for the company, and at the same time enable them to get to know more people. This is a profitable work for others.

The main purpose of holding seminars is to let these customers know each other, and it is also a manifestation of your sincerity to customers.

Sincere as the object of discussion.

1. from beginning to end

Listen patiently to what customers say.

If people listen to each other's repetitive topics, they often want to stop each other, so they say "I know" and do not want to let the other side continue.

But please be patient and listen to these repeated words as important steps.

2. listen to the truth.

In the process of talking with customers, or during the process of understanding and discussing the countermeasures, you should listen attentively to the real intentions of the customers and see what they complain or complain about.

If the customer you meet may not be particularly good, or he may have some stammer in speaking, but you must be patient to let the customer speak out his questions and hear the truth.

It is important to say that it is not convenient or dare to say.

3. let customers think of countermeasures.

If there is no way to solve the problem, you can ask the customer to help you figure out a solution.

When you work hard to serve the customers and care for the customers, customers will thank you, and will make bigger and better feedback, and come up with the best solution to your troubles.

Tips for dealing with discontent

Be patient and listen attentively.

No excuse, just admit it.

Understand the reasons for customers' dissatisfaction.

1., listen patiently.

Customers always feel unhappy when they buy your stuff, so they often call the company to tell us that he is unhappy with this matter.

No matter whether you call or speak to you face to face, always remember, do not argue, listen patiently, try to learn to listen more to others, and then express your views at the right time.

2. don't excuse, just admit your mistake.

Never lose your temper with your customers. Learn to control your emotions and be a salesperson with a high EQ.

Customers may be angry, but you must be patient and not excessively excused.

"I know your situation very well, and I can feel your concern for our service because you want us to be good, so you will tell us."

Respecting customers is a quality that a competent salesperson must possess. Even if you know the misunderstanding of the customer, or you are scolded by the customer for no reason, you still have to listen attentively to the customers' pain. Sometimes when you listen patiently, the anger of the customer will disappear, and the dissatisfaction of the customers will be solved imperceptibly.

Many people are anxious to find excuses to deal with customers when they have not shown their dissatisfaction. If you repeatedly explain, customers will be emotionally disgusted.

Once his dissatisfaction is serious, he will take away more customers.

3. understand the reasons for dissatisfaction.

As a result of the problem of the commodity itself, the dissatisfaction will be fine if it is solved directly for the customer.

The expression of dissatisfaction is the type of complaint, and emotional antagonism occurs in discontent. This happens.

So you have to calm down and listen to the customers to spit bitter water is the best way.

Self expression is to make use of the opportunities of problems and boast of their position is a dissatisfaction.

If you let him feel respected, everything will be OK.

A spoiled, dependent customer, this customer says, "Oh, you are all like this."

It's like hoping the salesperson will treat him better.

This customer is not dissatisfied. He just wants to get close to you.

Improve your eloquence

It is very important to improve your eloquence and improve your perceptual principles. You should learn to observe people and learn from others' strengths.

Your customers are also your teachers.

The simple way to learn to think and think is to ask yourself, "is it right for me to do this, to satisfy others, and to improve?"

At ordinary times, you should observe, listen, read and talk more, exercise your eloquence, then combine these fragmented fragments, and extract some more quality content after analysis.

To improve your coping ability, you need to imitate those experienced people and see how they do it. You need to practise again and again to improve your eloquence.

Discipline oneself

Ask others to tell your own shortcomings.

Try to change shortcomings into advantages.

Where there is a will, there is a way.

In the process of sales, we get close to customers, know customers, introduce products to customers, let customers buy products, let customers pay, and establish good relations with customers.

In every contact with customers, consciously temper themselves, constantly learn from others' strengths, and strive to overcome their shortcomings.

Every experience accumulated today is a better starting point for tomorrow.

    售后服務(wù)本身同時(shí)也是一種促銷手段，通過售后服務(wù)可以提高企業(yè)的信譽(yù)，擴(kuò)大產(chǎn)品的市場(chǎng)占有率，提高推銷工作的效率與效益。掌握售后服務(wù)原則，并且在適當(dāng)?shù)臅r(shí)機(jī)向顧客致以感謝函，可以增加你與顧客之間的一種信賴的關(guān)系，有利于銷售工作的進(jìn)一步開展。掌握售后服務(wù)的要點(diǎn)，提高自身素質(zhì)，努力做好售后服務(wù)，使售后服務(wù)成為再次銷售的開端。