How to maintain the old owners and improve the visit rate

How to maintain the old owners and improve the visit rate? How to maintain old customers to improve our second transaction? What can we do to keep our customers? As a foreign trade salesman, how to get more customer information and maintain the relationship with customers is our focus.

customer management

First of all, when we receive the inquiry, we will record the information of all the inquiry customers, including email address, country, name, company name, address, telephone number and so on. , and the goods needed in the inquiry, put all the collected customers in a big EXCEL table, accumulate over time, and then classify the customers.

A+ customers

A+ customers are customers who have placed orders and turned them over repeatedly. What we need to do is to improve product quality and constantly estimate consumer satisfaction, maintain reasonable prices by reducing costs, and encourage salesmen and distributors to vigorously promote sales and do everything possible to maintain the current demand level. Our most important thing is to do a good job in products and services, win customers with quality and service, expand the range of products we supply, and strive to become the agent for customers to purchase in China.

A-level customer

Class A customers are customers who have never heard from each other after placing an order. We should understand the reasons for the decline in customer demand, or adopt more effective communication methods to stimulate demand by changing the characteristics of products, such as updating the prices of our materials or products to customers from time to time, and sending emails to customers when we have material changes, price changes, new products on the market, and handling inventory. In other words, creative re-marketing, or by looking for new target markets, can reverse the pattern of declining demand.

Class b customers

Class B is a potential customer who has never placed an order after inquiry. In this case, our task is to carry out marketing, accurately measure the potential market demand, develop effective products and services, let customers keep following up, and turn potential demand into real demand. The method is the same as that of class A customers, but for class B customers, we need to find out why customers don't place orders, because of the price of our products or because customers already have suppliers, just regard us as alternatives, or because customers have prepared quotations for large-scale projects in the future, and so on. And we will treat them differently for different reasons.

Professional documentary

The whole process of customers from payment to delivery is roughly as follows:

1. Notify the customer after receiving the deposit, and notify the customer to confirm the delivery date 15 days in advance.

2. Inform the customer that the transportation company has confirmed the ETD and the estimated arrival time.

3. Inform the delivery information after the goods enter the cabinet.

4. After the bill of lading is issued (or released by telex), remind you to check it.

5. Remind customers to make preparations for customs clearance and promotion one week before arrival in Hong Kong.

6. When the goods arrived in Hong Kong, did they arrive smoothly? If you have any questions, please feel free to contact us.

7. After two weeks or a month, ask the customer about the sales of the goods (if it is best to call). The whole process needs to be carefully followed up and sent to the customer by email or telephone in time.

A professional salesman will reassure customers step by step in the process of customer follow-up, and let them give you the order again.

product quality

Quality is more important than Mount Tai. First of all, we should check when purchasing or producing. Secondly, we should check before delivery to ensure that the appearance and function of our products are complete and consistent with the product description shown to buyers.

Recommend other products to old customers.

As a professional importer, generally speaking, the product line will be longer, and we will not only operate one product, but also operate one product, so we can start with the product line and actively recommend other products. Sometimes there is no news after the customer places the first order. At this time, we must not let go, and we must find ways to continue communication. Good companies attach great importance to innovation, so they will continue to develop many new products. After the new product is designed, it should be sent to customers as soon as possible, saying, "You are our very important customer and I hope to get your opinion. What do you think of this design? Is it suitable for your market? " This method can maintain the relationship with customers well, and there is always something new to show each other. In addition, you should also learn to observe the customer's ordering rules, know when customers need to buy more, and then recommend products according to their buying rules before the other party buys.

Keep in touch with customers

Some newcomers to foreign trade basically don't communicate with customers after placing orders, and don't tell them "delivered" until delivery, which is very undesirable. On the contrary, you can communicate with customers more in this process. You don't have to talk about production, you can talk to him about some daily chores, preferably topics that customers are interested in. In short, don't let the other person feel that you can only think of him when you need an order.

Of course, in this process, you can also talk to your customer about production, for example, tell him that production is progressing smoothly now and we can deliver the goods on time. When the goods are to be delivered, you can say to him,' I want to deliver the goods here and you want to prepare them there'. After the goods arrive, you can also tell him that the ship has left Hong Kong as scheduled and when it will arrive in Hong Kong. In fact, these customers all know, but it will make him feel that you are constantly concerned about his order. After the goods arrive, you can also ask him' how is our product' and' what needs to be improved'. After a period of time, say three to four months, you can ask him,' How are the goods selling now'. If he says it's selling well, then you can go on to say something like' should I consider reversing the order'. These topics seem small, but they can make customers feel our thoughtful service and professionalism, and at the same time keep in touch with customers. A very important prerequisite for maintaining the customers we have cooperated with is to establish a systematic customer file and sort out the relevant information of each cooperative customer, including customer background, precautions, historical follow-up records, transaction details, contacts and contact information. This information is very helpful for current and future tracking.

So what other details should we pay attention to for all our customers? Details determine success or failure. As we all know, every little move we make will touch our customers.

Try to remember the customer's birthday.

So many people will ask, how can we know the customer's birthday? There are several channels. First, book air tickets. Sometimes customers entrust us to help them book air tickets and let us know their birthdays. Second, when taking customers to the hotel, you can look at their passports. Third, when chatting, don't ask abruptly, it will scare each other. Let nature take its course, guide customers and then ask questions.

To master local festivals, we can send greetings by email, prepare postcards or small gifts, and send postcards to customers during festivals. There are many kinds of postcards, such as pictures with obvious festive atmosphere+our greetings, or your own photos+greetings, which will make customers feel that we are not far from him and will facilitate communication.

Customer visit

This is the most important one. Everyone must pay attention to taking pictures as a souvenir, such as taking pictures in front of the company's image wall or the main products. What is the purpose of taking pictures? Customers can take the developed photos before they leave. Of course, if the customer will come back the next day, then if the company has a customer display wall, it is necessary to paste the customer's photos on the wall to enhance the customer's sense of belonging and honor. Customers will be very happy to see the photos, and we should also prepare souvenirs for our customers. Generally, we will use customer photos and our company information to make water cups, which can be mugs or color-changing cups. Customers especially like it. Customers will prepare souvenirs for them when they take them back.

Chat with customers using instant chat tools

What needs to be emphasized here is that 80% talk about life and 20% talk about work. Of course, when customers are willing to communicate with us and when customers are busy, we also talk about others, but the effect is not good. Talking about life can talk about food, play, family, children and so on, and then talk about work and speculation, so the feelings with customers have been sublimated. Do you want to know?

I hope these points can help foreign traders firmly grasp customers, who are friends. Always keep in touch with your heart, let customers feel our sincere service, and good service will speak.