How To Retain Customers In Sales

< p > > a target= "_blank" href= "http://www.91se91.com/" > clothing < /a > most of the dissatisfied customers on the market will leave unspoken, and will not give you the chance to retain their loyalty at all.

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< p > according to the results of the American technical assistance research project, high quality products or services are crucial to customer loyalty.

However, it is equally important to solve problems through good customer service.

In some industries, those who solve problems are more loyal than customers who have never met problems.

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< p > < strong > inferior customer service is harmful to profit < /strong > < /p >

< p > in the field of high technology, 90% of the customers who have problems with the equipment but are satisfied with the solution will once again purchase from the same manufacturer, and 83% of the customers who have not met the problem are even more loyal.

The reason is that customers often regard your service and declaration of quality as a slogan. If you can deliver what they say, they will get a deeper impression. Unfortunately, most of the unsatisfied customers will leave without saying anything, and will never give you the chance to solve problems and retain their loyalty.

Therefore, a major goal of all customer services is to make customers complain more easily.

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A "sensitive analysis" table of the P technical assistance research project calculates the impact of customer service items on profit (Table 1).

The table shows that the company lost 63590 single sales due to inferior product quality and service.

Through project A to reduce the problem, the company recovered 5888 single sales.

Project B not only avoided problems, but also solved more problems and received more customer complaints.

For example, a 800 free customer service phone makes customer complaints more convenient, and at the same time is equipped with a customer complaint handling system.

As a result, project B saved 27693 single sales.

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< p > < strong > understand customer expectations < /strong > < /p >

< p > > a target= "_blank" href= "http://www.91se91.com/" > dress < /a > what is customer demand and expectation? < /p >

< p > we need effective ways to get in-depth information from customers.

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< p > it is not enough to believe in slogans such as "customers are always right" or to let employees' chest sign "yes, I can".

To build customer loyalty, there must be a strategy that helps you understand and meet customer needs and expectations.

One of these strategies is to find ways to see your company through customers' eyes.

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< p > first take a questionnaire and then dress up as a customer.

Does the format of the questionnaire allow you to describe your experience? It is not always good enough to let customers mark their choice from the questionnaire.

Besides, did you leave room for customers to write down their opinions? < /p >

< p > another idea is to invite a customer to speak at the next meeting.

It is more effective to listen to good words and bad words from customers than to display charts by marketers.

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< p > when you are in contact with customers, you may as well ask: if there is a thing you want to see us change, then it is...

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"P" verhauser is an American timber company, which requires its employees to spend a week working for their customers.

Transportation managers load and unload goods at the terminals, while accountants act as customer service representatives of retail centers.

Their purpose is to listen, understand and acquire in-depth information about how to improve our company's work.

This is undoubtedly a creative method of investigation.

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< p > another strategy of customer loyalty construction is to redefine the expectations of customers for outstanding quality.

That is to say, we should not only satisfy expectations, but also exceed expectations. We need to provide a unique service or product that can be remembered.

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< p > American big business product company gives small gifts to those customers who have to wait for service to express their apology for delay service.

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< p > some companies also acquire customer loyalty through establishing a successful partnership between customers and enterprises.

Once possible, individualization, or even customization of services, to show customers that they have found a partner who understands and cares for them.

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< p > < strong > customer service is the top priority of everyone. < /strong > /p >

< p >. Is customer service priority in the company? < /p >

< p > it is necessary to implant a culture of customer service for your company.

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< p > remember that you are an example.

If managers do not practice, it will not be effective to send employees to customer service training.

A concept of respectful treatment of customers should be established.

If there are any problems in teaching staff, they should first assume that the error is in the company itself rather than on the customers.

Develop proactive policies to let customers know if there are any problems with their orders and not wait until the last minute to tell customers.

Discuss customer satisfaction at staff meetings, giving good and bad examples.

Remind employees of your concerns about customer service.

We should solicit customer feedback and turn customer satisfaction into a part of employee performance appraisal.

Clear the corresponding expectations and minimum customer service standards, and specific in place.

For example, incoming calls should be answered within 2 rings. Visitors must wait in 30 seconds.

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< p > < strong > effective response will give customers a pleasant surprise. < /strong > /p >

< p >. What should customers do if they are not satisfied? < /p >

< p > large and medium sized enterprises have solved the problem of service with different customers.

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< p > in the face of dissatisfied customers, SMEs can take the following 6 steps to carry out service rehabilitation: < /p >

< p > the first step is to apologize and admit the inconvenience that customers have experienced.

A simple apology does not cost much, but it is a powerful first step in retaining customer loyalty.

Self apologizing is more effective than mechanical standard apology.

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The second step is to listen, empathize, and ask questions about P.

Angry customers often look for a good listener who shows their true feelings to their experiences.

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< p > third step is to propose a fair solution to the problem.

Once employees respond to problems in a sensible way, they must deal with them from the basic problems.

At this stage, customers must feel that their employees have the power and skills to deal with problems.

What customers want is action, not just empty words.

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< p > Fourth, we should give customers some value added compensation in view of the inconvenience or harm.

Customers will be satisfied with those who express their sincere apologies and reasonable gestures.

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< p > fifth, keep your promise.

Many customers will doubt your commitment to service recovery. They may feel that their employees just want them to hang up the phone or leave the office.

Make sure that you can deliver what is promised to the customer, otherwise, don't promise.

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< p > finally, there should be follow-up actions.

When sales representatives or customer service representatives take action to ensure that the company's response is implemented, customers will be impressed by this move.

Follow up actions can also give the company second opportunities, if the first rehabilitation action can not satisfy the customers.

In addition, follow-up is also important to the company, which ensures that rehabilitation is in progress.

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< p > for large organizations, the improvement of service rehabilitation requires an advanced communication system to set standards for service rehabilitation work and to support customer service actions, and a culture of customer service must also be implanted in the whole organization.

Specifically, we can refer to the following 5 points: < /p >

< p > 1. service rehabilitation training.

Staff training should be specifically targeted at service rehabilitation, so as to understand what problems are most common and how to deal with them, and how to obtain customer support and advice in finding solutions to problems.

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< p > 2. rehabilitation standard.

Formal standards and informal norms reinforce a culture of customer recovery.

For example, in FedEx Corp, employees who receive telephone calls or written commendation will be rewarded in the presence of colleagues.

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< p > 3. complaint system.

Rehabilitation oriented organizations are equipped with corresponding systems, policies and procedures, which can facilitate customer complaints and facilitate employees to take corresponding measures against complaints.

Too strict policies tend to tie employees down and prevent them from resolving customer problems; service oriented policies enable employees to take the initiative.

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< p > 4. organizational support for front-line staff.

Frontline staff should understand that other people in the organization will assist in their efforts to solve customer problems.

For example, customers who arrange their services to another department will continue to receive excellent service.

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< p > 5. organizational consensus on service quality.

Qualified service must be implanted in the whole organizational culture, not just the customer service department.

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< p > < strong > customers should not abandon it when they buy it. < /strong > /p >

< p >. Do you understand the psychological changes after customers purchase? < /p >

< p > grasp the 4 stages of the purchasing cycle of a target= "_blank" href= "http://www.91se91.com/" > clothing < /a >, which will help the customers to buy again.

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< p > some enterprises are very attractive to potential customers. When customers experience 4 typical processes of purchasing decisions (understanding, interest, getting and taking action), employees will come to the scene and give assistance. Once customers are caught, they will lose interest and shift their energies to other potential customers.

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< p > procurement is actually the starting point rather than the end point of the relationship between the enterprise and its customers.

Customer retention experts Terry Vivila and Douglas Pruden put forward 4 stages of the post purchase cycle.

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< p > 1. Zhong AI < /p >

< p > when customers purchase, they appear to be loyal to a brand, product or service, and in their hearts, this loyalty and love will soon be shaken.

Customers will question whether they have made the right choice or paid a reasonable price.

Some enterprises often ignore this challenge stage.

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< p > this is the time when many customer relationships break down.

If you want to avoid this situation, you need to take measures to strengthen the buyer's decision and assure you again that you will respond to any problems you may have at any time.

For example, a welcome card with free phone calls is issued so that customers can contact the enterprise when problems arise.

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< p > 2.. Understand / evaluate < /p >

< p > at this stage, customers begin to be willing to choose the brand or product they choose.

However, they will also seek to confirm their decisions and find as much information as possible about their selected items, so they should be prepared to provide such information to customers.

Enterprises may need to provide training courses to help customers maximize their use of products, or to get to know their customers and determine their comfort in using products.

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< p > 3. appreciate / be willing to < /p >.

< p > this is the longest stage in the post marketing process.

Customers approve of their own decisions and have accepted the benefits and displeasure associated with purchasing goods.

They strive to become active, knowledgeable owners, and try to master the purchased products of < a href= "http://www.91se91.com/news/index_f.asp" > /a > or services.

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< p > 4. reappraise.

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