Effective customer maintenance methods, the long-term stable development of enterprises, can not be separated from the establishment of long-term cooperative relations with customers, all sales staff know that the redevelopment of old customers is equivalent to the development of new customers. The following are effective customer maintenance methods.

Effective customer maintenance methods 1 old customer maintenance skills 1, more preferential measures.

Such as quantity discount, gifts, long-term credit sales, etc. And often communicate with customers to maintain a good and harmonious relationship and harmonious atmosphere.

Tips for maintaining old customers II. Special treatment for special customers

According to the 80/20 principle, 80% of the company's profits are created by 20% of its customers. Not all customers have the same value to the enterprise. Some customers bring higher profit margins, and some customers have longer-term strategic significance to the enterprise. According to a research report published in Harvard Business Journal, customers who patronize for many times can bring 20%-85% more profits to the enterprise than customers who come to the door for the first time.

Therefore, a good management enterprise should subdivide its customers according to its own value and profit rate, and pay close attention to high-value customers to ensure that they can get the special service and treatment they deserve, so as to become loyal customers of the enterprise.

Tips for maintaining old customers 3. Provide systematic solutions.

Not only at the level of selling products to customers, we should take the initiative to tailor a set of suitable systematic solutions for customers, care for and support customers' development in a wider range, enhance customers' purchasing power, expand the purchase scale, or discuss new consumption methods and ways with customers to create and promote new demands.

Tips for maintaining old customers. Establish a customer database and establish a good relationship with customers.

Every day's visit, sincere greetings on holidays, happy weddings, sincere wishes on birthdays and a bunch of flowers will deeply impress customers. The end of the transaction does not mean the end of the customer relationship. It is necessary to keep in touch with customers after the sale to ensure their satisfaction continues.

Tips for maintaining old customers. Communicate with customers in depth to prevent misunderstanding.

Customers' needs can not be effectively met, which is often the most critical factor leading to the loss of corporate customers. On the one hand, enterprises should timely convey the information of business strategy and strategic changes to customers, so as to facilitate the smooth development of customer work. At the same time, collect customers' opinions and suggestions on enterprise products and services, and integrate them into the improvement of enterprise work.

In this way, not only can the old customers understand the business intention of the enterprise, but also the marketing strategy of the enterprise can be effectively adjusted to adapt to the changes in customer demand. On the other hand, we are good at listening to customers' opinions and suggestions, establishing corresponding communication channels for complaints and after-sales service, encouraging dissatisfied customers to put forward their opinions and dealing with customers' dissatisfaction in time.

And from the perspective of respecting and understanding customers, think about problems from the standpoint of customers and adopt a positive, enthusiastic and timely attitude. At the same time, we should follow up with customers and take active and effective remedial measures. A lot of practice shows that 2/3 customers leave their suppliers because they don't care enough about their customers.

Tips for maintaining old customers. Create obstacles for customers to leave.

An effective way to retain and maintain customers is to create obstacles for customers to leave, so that customers are afraid to buy competitors' products easily. Therefore, from the perspective of enterprises themselves, we should constantly innovate, improve technical means and management methods, and raise the transfer cost and threshold of customers; In terms of psychological factors, enterprises should strive to maintain close relationship with customers, make customers emotionally loyal to the enterprise, and have dependence and habitual psychology on corporate image, values and products, so as to establish long-term relations with enterprises.

Effective methods of customer maintenance 2 sales and customer communication skills

First, don't exaggerate.

Every product has its advantages and disadvantages. As a salesperson, you should stand in an objective perspective, clearly analyze the advantages and disadvantages of products with customers, and help customers "shop around". Only by knowing yourself and the market situation can customers accept your products convincingly. Any deception and exaggerated lies are the natural enemies of sales, which will not only achieve customers, but also have an irreversible impact on stores and even brand reputation.

Second, ask questions.

Salespeople should stimulate customers' desire to buy in a natural way. This way is to ask questions. By asking questions, we can draw the following conclusions: find out what is going on in the customer's mind? How to find out the real motivation of customers? Find out what customers believe.

By asking questions, you control and guide their attention and get them into the state you want. However, remember that when you ask questions to customers, you must get some positive answers from customers, such as "yes" and "yes". This will make customers feel comfortable.

Third, praise your customers from time to time.

Carnegie said that "one of the weaknesses of human nature is to like compliments from others", and everyone would think that he would brag. If the salesperson can make good use of the customer's psychology, he can successfully approach the customer, and if he starts selling with compliments, he will easily get the customer's goodwill, and the hope of successful sales will be greatly increased.

Of course, praising the other side is not a good word. Just give me a compliment. If the method is improper, it will have the opposite effect. Therefore, when the salesman uses the method of praise, he must determine the object, understand the situation, choose the right time and praise appropriately. At the same time, your praise should be sincere, so that customers can feel that your praise is from the heart. Praise is one of the most important sales skills. If you study hard, practice hard and make good use of this skill, you are sure to get more and more orders.

Fourth, don't say anything negative.

Positive and negative words, or affirmation and negation, is another important aspect that must be paid attention to when speaking. Never say no to a client. Everyone doesn't want to be rejected. In fact, it is not because the goal has not been achieved, but because they don't like the feeling of being rejected.

In sales, giving customers more affirmative answers will make customers feel that you are sincere. Even if the requirements sometimes put forward by customers are really harsh and there is no way to achieve them unconditionally, you can affirm them first and then attach conditions, so that customers can accept them more easily. For example, you can say "Yes, but the price of doing so is".

Five, use less technical terms

Treating customers as colleagues is to cultivate them and be full of professionalism to show that they are professional. But in fact, customers are surrounded by clouds and fog and don't want to hear it at all. I don't understand many professional words. How can I buy products? If these terms can be converted into simple words so that people can understand them after listening, the purpose of communication can be effectively achieved, and product sales will be unimpeded.

In addition, the positive and negative of words, or affirmation and negation, is another important aspect that must be paid attention to when speaking. Customers don't care how many agents, stores, patents and certificates you have ... customers only care about what benefits you can bring him, what needs your products can meet and what problems you can solve! What marketing gives you is not what you have, but what customers really want! Marketing must be what it wants!

Six, for the sake of customers, speak from the other side's position.

Look now, how many salespeople have been busy all day, but they have never accomplished anything? Why? Because all they think about is their own needs, they don't imagine what customers need to buy when they are angry. If there is such a demand, they will go shopping by themselves.

On the contrary, if a salesperson can understand their services, he is helping people solve problems. In this case, people will certainly pay for his things. Everyone needs to meet their own needs to understand others, so as to be appreciated and welcomed by others.

Effective methods of customer maintenance 3 document skills of sales staff

As we all know, nothing can be done overnight, and business is often the same. Many times it is impossible to talk about it all at once. Before signing the contract, it is necessary to discuss and communicate repeatedly between partners in order to obtain satisfactory results. According to the survey, only 5% of the business can be completed in the first visit, which means that most of the sales success depends on the follow-up work, which requires an excellent salesperson to keep following up, so that the negotiation can continue to deepen and achieve our expected purpose.

However, the follow-up needs skills and some scales, otherwise it will give up halfway. Many salesmen just do things mechanically and repeatedly, visiting customers constantly, being rejected constantly, and making no progress. In fact, in modern society, people's information channels are not limited to access. We should use the Internet and telephone to keep abreast of customers' purchasing trends, which will save a lot of manpower and material resources.

Sales scenario:

Xiao Chen is a hard-working salesman, but his performance seems to be not very good. Often when other salesmen are resting, he is still sorting out customers' information at home and studying customers' purchase information. Well, when he came home from work for dinner, he picked up those materials and studied them again. Late at night, his wife said to him, "Limin, why do you always study these things?"

"Because I want to follow up these customers? How can I do without studying the information? "

"That's true, but why do you have to read these paper materials word for word? Isn't there a computer at home? "

"Yes, I didn't think of that. You continue. " Xiao Chen realized that his wife's words made sense.

"Your customers are celebrities in the business world, and their every move must be on their company's corporate website. And they also have their own personal blogs, so if you can come back and pay attention to these pages every day, isn't it more useful than studying these dead materials? "

After listening to his wife's words, Xiao Chen woke up from a dream. The next day, he rearranged the information of those old customers through some friends and materials at hand. From then on, his bag is no longer those documents and materials, but a notebook computer. Facts have proved that his change is wise. He can always learn about the new buying trends of customers through the internet, so as to take timely measures. Later, his grades also improved a lot.

Analysis:

In this case, Chen Gang, a salesman, began to track customers in a primitive and inefficient way. Pushed by his wife, he learned that his methods had fallen behind. Fortunately, he can immediately correct and improve, and pay attention to customers' buying trends by using the Internet. Obviously, this method is much more convenient.

In the process of following up with customers, there are indeed many salespeople who are as diligent as Xiao Chen in the case. They visit customers every day and study customer information every day, but they always can't get accurate customer information and situation, which leads to no accurate judgment. In fact, they ignore the role of modern communication and information technology. Using convenient telephone and Internet, our follow-up work will be easier and more effective.

So, specifically, what should we do?

1, often call the customer to let him remember you.

Both customers and salespeople have busy work and life, so the telephone has become the link between salespeople and customers. We can call customers on holidays, customers' birthdays, customers' family birthdays, customers' company activities and other special days. Sometimes, a word of comfort can impress our customers.

Get close to customers, but don't annoy them. Care about customers by phone. Call twice a week to get familiar with them. We care about our customers only for one purpose: let them remember us forever, and when they need help with products, the first thing they think of is us!

2. Pay attention to the customer's network dynamics and predict the customer's purchase.

In modern society, people generally have their own personal websites or websites of concern, such as blogs. Network has been a rapid way of information circulation, and sales staff can know the customers' purchase situation by knowing the customers' network dynamics. Of course, for those purchases that need to be kept secret, generally speaking, it is not easy for us to get information.

Of course, besides the internet and telephone, salespeople can learn about customers' buying trends through other more effective channels, and then seize the opportunity to sell their own products.