How to divide the customer rank of the cross-border electric power supplier

Abstract: Received inquiries, the first thing to do is to determine whether this is a fraud inquiry, such as the following characteristics of the message or fax, for suspected fraud messages, must be carefully identified before you can do operation: 1 without detailed understanding of our products

Receive inquiries, the first thing to do is to determine whether this is a fraud inquiry, such as the following characteristics of the message or fax, for suspected fraudulent mail, must be carefully identified before the operation can be carried out:

1 without detailed understanding of our company's products, that is to determine the amount of huge orders;

2 Customer requirements or the content of the message is clearly beyond the conventional, such as the line on a sale of things customers but ask how much money a catty; in the product requirements of the expression of a full of flaws; can be sent by e-mail, guests must express, and at the outset you want to provide a variety of samples;

3 Customers ask us to go to the other company interview, and sometimes special emphasis on how urgent the situation, the sign is imminent, the delay of a minute millions of orders may be lost.

4 for some customers who call themselves big companies, it's hard to find a few information on search engines, or even if they do, it's a bit of a negative message.

5 format is too neat to show that it is a very formal company. The actual transaction of the inquiry, most of them will not be as described in the theoretical books as formal, rigid, are more or less casual.

The next step is the necessary customer survey, the initial grading of the customer. After the initial grading, the customer level can be modified according to the customer's later performance. Each enterprise may according to own actual situation to develop the customer classification standard, the following is I for an enterprise set up the customer classification and the Judgment standard:

1. First level: Sold customers, prospective customers

Basic recognition Features:

1 has placed a formal order or sample list;

2 directly from overseas to visit our company;

3 Survey data Reality the customer has a certain influence in the locality.

2. Level two: Customers with clear intentions and obvious interests

Basic recognition Features:

1 The company's products have a detailed understanding, including the name, pictures, technical parameters, packaging and transportation details;

2 round-trip mail not less than 6, and the company's products show a clear interest;

3 to provide complete customer information, including the correct company name, address, contact telephone, fax, email, instant messaging tools.

3. Level Three: Have a clear intention to customers

Basic recognition Features:

1 in the Mail has a clear reference to our company's products;

2 There is a clear product or price requirements.

4. Level four: No express intention to customers

Basic recognition Features:

1 does not specifically refer to specific products, at most just mention large industry names;

2) does not indicate any customer requirements;

3 did not provide customer information, even contact people did not;

4 The wording of the message is very irregular.

Different levels of customer processing methods are as follows:

1. Level: This kind of customer must cooperate with all the staff, with full assistance, with the help of department heads, focus on follow-up;

All documents and mails must be reviewed by the supervisor before they can be sent;

If necessary, collectively negotiate the way to obtain customer orders;

Use all available contact resources, including mailboxes, telephone, fax, instant Messaging tools, and so on, full contact with customers, in-depth understanding of customers.

2. Level Two: Business representative to follow up, have any questions to be timely request superiors and colleagues to assist;

Maintain at least three days of communication, at least once a week, through the mail, instant communication tools to contact;

Mail processing takes precedence over three, four-level customers.

3. Level Three: Mail within 24 hours of reply;

Adopt the company Mail Standard template, reply quickly, pay attention to customer's late reaction.

4. Level four: After processing the 1-3-level customer mail, there is time to deal with;

Remind guest to make clear request, provide detailed customer information, adopt company mail Standard template. (This article by the customs Press "small enterprises to expand foreign trade four items of cultivation" friendship feeds)