Business skills and evaluation indicators for business-to-business websites

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Customer after-sales service is done to allow more customers to get real results of charges, so that more customers to renew fees, increase the overall sales, or new customers continue to increase, the old customers continue to lose, the final may cause overall sales did not increase how much, and may even fall, For the entire Business-to-business business site management, but also very failed. Of course, the rate of customer renewals, and platform access to users, user group characteristics, Web site model, etc. are closely related, but as sales director or Sales Manager's responsibility, is in the existing platform conditions, as far as possible to create more performance, then after-sales service is one of the most important work, as for the site's traffic level, It is the general manager and the relevant operators to consider.

1 What specific work content does the service include?

After-sales service includes: Training customers, understand customer needs, meet the needs of different customers, comfort customers, through one-on-one to provide personalized services and customers to establish long-term relationship, until the site to obtain customer recognition as the goal.

A, each fee member and advertiser, every two weeks or every month to return a visit, according to the actual situation decided to return a visit, but at least once a month to return a visit, the purpose of a return visit is mainly to provide comfort to customers, understand customer needs, if you find that customers have specific needs, to a timely return to a problem, until the

B, understand the customer's effect, before giving a return visit to the customer, to view the customer shop statistics system, see Access records, view the number of clicks on the ads (to the number of clicks on the ads to do statistics, do know, do a simple procedure, only statistics), if the customer said that there are effects, such as received a call, Has sold 1 customers, and so on, we must encourage customers to continue to pay attention; If the customer said a telephone also did not receive, to give customers to find reasons, to see the customer's exposure is not too little, or product information editing whether there is a problem, the title is not enough to attract buyers eye. If it is the cause of our site, we need to increase through a variety of channels to promote, such as to do an independent advertising, as well as text chain promotion, if the customer said that the success of some customers, to persuade them to do a successful case, to attract more customers to choose the site.

C, to understand the specific needs of customers, according to customer needs, for them to introduce the appropriate buyers, matchmaking, even if the last did not take, the customer is a comfort.

D, training customers to use the services provided by the website, Basic services (Website information processing, input and so on) we provide, but the operation of the occasional still need customers to complete, such as: let each customer to the site every day, receive advisory information, daily work time to repeat the information, timely reply to the site of the station SMS, Customer consultation, take the initiative to get in touch with the purchasing enterprises, and strive for customers and so on, each time the phone according to different circumstances and customer exchange of different content.

E, to urge customers, some customers pay the money, regardless of, resulting in the network does not understand, the customer attention to the network is not enough, or from the bottom of my heart or not fully recognized the advantages of the network, because he did not take the time to personally use. To those who never come, and said no effect, tell them how to do, such as: no time, let them recruit a person to understand, or to the Office Secretary to do so, in short, to use. When we do this, even if the final effect is not good, they will increase the chance of renewal.

F, to help find customers, some customers if for some reason did not find buyers, through our channels, focus on giving them priority to introduce customers, in fact, a year they only need to find a few customers, will be renewed.

G, to obtain advice and advice, through a return visit, we know all fees and advertising customers on the platform of our real views, weekly customer service staff write summary report to the operations management personnel, according to the views of the platform, content, promotion, etc. make appropriate adjustments.

H, the provision of customer service effect statistics documents, especially for advertisers, we provide a lot of services, and advertising fees are generally more than 10,000, and some even more than 100,000, such a large amount of fees, the company generally will be consulted, there is no need to continue to pay the site, and their discussions often need data support. And in a year, many of the events that bring them real effects may be forgotten, or directly responsible people know, and decision-makers are often not very clear, we this time if the collation of a service effect statistics documents to them, and appropriate whitewash, for them to make decisions to provide a reference, all kinds of effects to intercept pictures, to have data as a support , can not say a word: the effect of a good thing. This kind of method often to promote the advertisement customer renewal to have the huge function, this also is the Post-sale service personnel and the customer communication most important skill one: speaks with the document.

I, is responsible for the collection renewal, collects the renewal fee by the customer service personnel completes, such customers are more easily recognized, when customers continue to take time, he is really to consider the service and effect, any trick skills and telemarketing skills are not the most important, as long as the other side really feel the effect, service and do well, do not need you to call to lobby, It is easy to renew the fee. But for some small effect, wavering people, also need a certain number of telemarketing skills to assist.

2 Service personnel telephone communication skills

Opening

For customers that were not previously tracked, to show the customer first, you are now responsible for after-sales service, there are problems can be directly to you, and do not need to find sales staff, or customers will first think of looking for the former sales staff, so that customer service personnel will be very passive, can not get the direct ideas of customers.

A, care, Comfort type: If the other party is not familiar with themselves, first introduce themselves. Ask the customer the current situation of the company, how about sales? How is the company developing? Talk about the future development and so on.

B, effect survey type: If the other party is not familiar with themselves, first introduce themselves. Inquiries do we charge members, there is no consultation telephone, one months about how many times, there is no one to ask them to quote, there is no already talked about customers and so on.

C, supervision, reminder type: If the other party did not timely according to your request to release information, not timely to give you pictures, information, and so on, need to remind them to urge them, this time to give them the benefits of doing so, with interest to lure them to follow your ideas to operate, Instead of forcing the other person to give you information and follow your ideas.

D, training, support type: If through the background statistics, or from his active number of times to see, this customer often do not login, not to use, there are many buyers have not read the inquiry, the opening line is: to explain how many of our site services, there are those who can make them get effect, and they are now a lot of do not know, or do not understand, Not to use our services.

Purpose clear

Regardless of what we use the opening line, the end of the phone's purpose must be clear, that is, to allow customers to accept our services, in accordance with our requirements to use the services provided by the website, produce results. At the same time, we are most taboo on the basis of not understanding customer needs, hard to our service flow, service content imposed on customers. Sometimes we start to build a customer relationship, and customers become friends, and then the content of services, and I in the "Business-to-business Industry portal Sales Strategy" in the telephone sales staff to establish a good customer relationship is the same truth, customer relations are sometimes as important as the service content, or directly determine whether the customer is willing to accept our services.

3 after-Sales Service KPI Evaluation index

We have to quantify the work in order to better management, KPI is the best tool, I propose to do the following work arrangements:

A, the number of customers, the working hours per month to do a comprehensive consideration, the provision of after-sales service personnel must be tracking the number of customers every day, the general daily no less than 5 customer service;

B, the average number of telephone communication per day is not less than 10, telephone volume is also a measure of the importance of after-sales work indicators, if not so many customers can serve, it is necessary to arrange some other work to do;

C, each customer must ensure that the telephone communication every month, there is no reason to think for some reason to serve customers, and customers to maintain the necessary communication, such as I understand the Baidu agent on the stipulation, each customer service staff must give customers 2 times a month call, the end of the month to allow customers to renew the fee, and to ensure a certain rate of renewal, There are rewards, this is the Baidu Agent after-sales service personnel assessment indicators.

D, each customer, 1 months in advance or half a month to tell the customer, when to pay the renewal fee.

E, the next 3 months will expire customers, must focus on tracking, one months at least 2 times, so that the customer's final impression is very good.

F, regular daily review of some members of the statistical system to understand the specific situation.

G, regular weekly customer return visits, customer comments, make a document, submitted to the operations manager, this I in the "Business-to-business Industry portal Planning Combat Research Report," the fourth edition of the special to explain, to improve the site products have a very large role.

H, the establishment of after-sales service personnel on the need to design a after-sales service management system on the site backstage, for after-sales service personnel to use, where you can see the customer shop clicks, advertising clicks, customer login, customer access to advisory information, customer is timely view of the online message or inquiry information, etc., at a glance. After-sales service personnel must check this management system every day, to do a full understanding of customers, the focus is on those who have not logged in for a long time, and those who we have not contacted for a long time to track the management of users, the system will be listed in these customers, so that after-sales service personnel more intuitive.

After-sale service personnel's commission proportion is as follows:

After-sales service staff percentage, for members, can be based on the continuation rate to determine the percentage of commission, generally between 3%-6%, each site according to the actual site, local staff wages, to calculate the appropriate Commission scheme.

If the service staff want to get a high salary, it is necessary to improve the continuation rate, general after-sales service staff's basic salary is higher than the sales staff to ensure the stability of after-sales service personnel, because the level of continued rates in fact with the site can really bring the effect of the relationship is greater, and the relationship between the service personnel is not really big.

The sales staff also must take a certain renewal Commission, generally is the renewal amount 2%-4%, calculates into the sales staff's commission, if the customer service cannot complete the renewal, by the sales personnel further contact, the common to complete the renewal. But does not count the sales person's performance.

This article original author: Xuejiang, welcome the Exchange guidance consultation, the Exchange qq:1580658565.