Guo Ye-ye: Summarize some experience in maintaining customer relationships

Intermediary transaction SEO diagnosis Taobao guest Cloud host technology Hall

It's an experience share.

Personal positioning:

I have a clear personal positioning, I do Baidu promotion work, the job is sales. There are a lot of colleagues simply to understand their own sales, and customers only the relationship between the sale, many things customers will have a sales can not determine the final result of the feeling, this is not very good.

To their own positioning to higher, before I sell Baidu promotion, I have been looking for a customer to explain the most respectable, most authoritative title, business representative, Network Marketing Commissioner, senior Network marketing consultant, network marketing business Manager ... I have used, so many titles reason, is to narrow the distance with customers, of course, these titles are not at the same time. I do not want you to face different customers with different titles, in that case, you will be exhausted, so many customers, you remember to live to tell the customer what is the title? I said is to the degree of knowledge mastery, customer relationship processing, phased, to their own title, although the company did not give you this title, But the company said not to let you in front of the customer so introduce yourself. This way, it is easy to set a short-term goal for their work, easier to achieve their own value, the following about my development process.

Because I have done in Beijing for a period of time Baidu promotion, the beginning of the Wuhan hundred Czech, I give myself the title, business representative. The reason is that Baidu to promote the revision, not bid ranked, the system also replaced Phoenix Nest, so I have to learn from scratch this set of promotional systems. This time I talk about customers, really relatively junior, because of the system does not understand, coupled with my understanding of the degree of stay in the bid ranking that set, the customer asked a lot of questions, I can not answer, especially when meeting professional customers, I always can not answer to customer satisfaction. However, I always have the confidence to tell customers that this system is not difficult, very simple, I will soon master this system, I will be more than any one of the company to understand the details of the Phoenix Nest system. Of course, in the face of different customers, this expression will not be the same, but for product knowledge to grasp the poor sales, to tell the truth is a key step to win trust.

When customers understand a business representative of self-confidence and hardship, it is easiest to narrow the distance between sales and customers. I will grow up with your network promotion, although I am not very professional in these aspects, however, in the future of our cooperation in the days, I will focus on any promotional details, learn carefully, we Wuhan hundred Czech Company will be our regular training, not much time, I will bring you a different after-sales service to enjoy. These words, we should all say, it depends on the timing, what state to say. This is my first step to the customer, the signing of the same time to establish a good degree of trust.

I work in the first month of the Czech Republic, every day sleep to very late, because I have been learning Baidu promotion system, this set of things, the company's simple training is difficult to thoroughly. So I registered a look at the beginning of the time is casually registered an account slowly play, then desperately dig the official language, the official language is Baidu on its own website published in the article appeared in the noun, such as: keywords, statistical reports, creativity, title, description, negative IP, in front of customers, the more accurate words, The more official language, the more obvious my professional. Endure one months, Baidu's account basically I clear the door, and found a lot of introduction Baidu to promote the fixed-point site, I basically three days to go to these sites, to see if there is no update what new knowledge, to keep learning things with the official synchronization. This time, no matter what the customer asked me, my answer is very comfortable, this time, I give myself the name of the network Marketing Commissioner.

At this time, I am particularly interested in the new customer in the process of cooperation:

1. I once thought of a problem, sales is the top of the forefront of sales is the company's representatives. The role I play in communicating with clients, I am the company, the company is me, our company has technical departments, have customer service department, but they are finally for our sales department services, and you do the project, out of any problems, you come to me, so that effectively avoid the customer later feel that they are a ball, A situation that was kicked around by several departments. Also why our company sometimes said, sales and customer relationship is too good, customer service are not involved in the reasons. A sales should be firmly locked in the client's own territory, so as to ensure that resources do not pass!

2. Details, after signing a bill with a new customer. I always report the progress of things like a client. The customer gave me the money, I put the money to the company, the company to which step, wait until the important stage, I will call the client to report progress, so that customers do not worry. Of course some of the more special customers, different needs, it is another matter.

My customers are mainly from the Internet, the first three months I gave the designation of short-term goals, while the phone to learn the simple knowledge of optimization. When my site in the third month of a slight improvement, already have customers to come to me. Because of Baidu to promote the knowledge of the full understanding of my customers to maintain basic communication is almost no barrier, the customer is very convincing to me. I set up in the client here is the professional and brand. Professionalism and branding are important for customer communication and are important for maintaining customer relationships. I and customers in the early communication will pay attention to a few points, to avoid a disagreement after:

1. My name is brand, Guo Ye-ye, is currently the network Marketing Commissioner, the knowledge of the network is not limited to Baidu pay promotion, network Marketing in the soft text promotion, Q Group promotion, SEO optimization inkling, customers in the Baidu after the promotion I can also provide other value-added services, discretionary charges.

2. I will network marketing, you will not, you have related problems here can be 24 hours to call me, in addition to cell phone no electricity or broken, my mobile phone to keep smooth.

3. I give you the promise will be honoured, impossible to cash the promise I try to cash, I do not refuse your request, also do not encourage you to purchase any online marketing pay ads, you choose your own, I will only help you review, the consequences of your own commitment.

4. Not a friend of mine to buy a service, you can ask me for any questions related to my business, if you have a third party (other sales companies) at the same time to contact you must tell me, as China can not have two nationalities. I will try to persuade you and me to serve, if not with me later, I will help you, but can not help the end, because the result is not I caused.

5. Do things, I have principles, you trust me, is my pleasure, I will help you to do things well. Run well, is I should do, do not good, also not all my responsibility, we should be rational, and even you can replace the cooperation, but we have been working together so long, this is not a good thing is a cooperative experience accumulation? If we continue to work together, there might be better results.

Later, when my site rankings completely up, the customer began more, I began to pay attention to maintain the old customers, the key moment, the strength of the old customer is very strong. Customer introduction is a very important channel. There are 2 types of clients in my Q group:

1. Has cooperated Baidu to promote the customer

2. Intention Customer

To customers a clear classification, prioritization, maintenance of old customers is very simple. A message, a greeting, or even a QQ message can play a role in maintaining, in fact, everyone except the knowledge of the differences, people are the same. It is said that some people have bad character, this is not a problem, the sale of such a vast ocean, any character can find a matching sales object, so the final decision to sell whether successful, is the success or failure of the details. The maintenance of old customers, I do not have a lot of experience, because I just stay in the following details.

For old customer maintenance:

1. Often pay attention to the customer's products, look at the customer's consumption, and then take the initiative to call customers, there is a good word, as sales to customers "have problems, no problem manufacturing problems to be on!" Because you do not, your client will be someone else, the resources are gone, it is a pity.

2. Chinese New Year holiday, the weather is very good, the latest out of what film, grasp their customers is at that stage, I remember when I was learning optimization, someone said a word, optimization is to talk to search engine love. Sales If this is the case, is basically already very desperately, in love people IQ only half of the average person, I think customers like this bar. Do not make yourself more intelligent than the customer, playing dumb sometimes will allow customers to increase the degree of adhesion to sales, trust.

3. Gifts will not say, although the small friendship. The company's gift will suffice.

My old customer contribution value is quite large, to the late, basically every day have customers add my QQ, this time need to improve the quality of service. The website has ranked, the knowledge is also more and more extensive, I give own title, senior Network marketing consultant. Light understand a Baidu promotion, it is difficult to be competent, to learn more knowledge, Baidu included, Google PR upgrade, Baidu Snapshot update speed, crawl details ... Looking for my client is not only around Baidu promotion to make a fuss. The more customers ask, the more knowledge I need to master. Encounter customers can not solve the problem, I will be honest to the customer, this thing I really did not experience, or, you wait a moment, I look for you to find the answer? A lot of customers because of my sincerity to cooperate with me, because I solved their many problems, development to later, there are many foreign customers ask me to pick up the list of SEO, Let me help write a few plans or articles.

The above paragraph in writing will be irrelevant, I in with the client, always have degrees, and purposeful. Grasp the scale of conversation with customers, when it feels and customers to talk about the topic, timely around back to Baidu promotion issues. At the beginning of the time, I do not use the skillful, many customers directly through my purpose, I will be self-deprecating to explain to customers, there is no way, sales staff, I have to rely on performance to eat, I have a lot of people look, but later accustomed to. Sales are not thick, then it is not called sales. This should also be related to the maintenance of customer relations.

More and more customers, I give myself title, Network Marketing business manager, continue to maintain service quality, improve technical level, expand Network Marketing knowledge, to do a convincing customer sales staff. Later, it developed to the planning ... Now, it's not written.

I maintain a customer relationship with my own summary:

1. Play personal brand first.

2. Expand your knowledge.

3. Mastering a technology that customers are interested in is also useful to them.

4. Make a satisfying 100 hospitality suit.

5. Mobile phone never disconnected.

6. Master communication skills.

summed up here. Hundred Czech-Guo Ye-ye

Baidu to promote the general agent: http://e.baidusa.com reprint please keep this link