To smart home dealers | Here is an old customer to turn to the book please check!

[Introduction] Wise home network "Developing ten new customers, it is better to maintain an old customer!" No matter in which industry, old customers turn to introduce terminal marketing is a very important marketing tool, has a very important role in improving corporate performance, because the power of word-of-mouth, often brings a chain reaction and profit increase exponentially. For smart home dealers, it is important to pay attention to the service and maintenance of the old customers and improve the referral rate of old customers.

The old customers turn to introduce the importance of smart home terminal marketing, in fact, no doubt, but many friends on the surface although it attaches great importance to this work, but there is no appropriate method of operation to achieve the purpose of promoting the transfer of old customers, so will Caused the work can not be carried out effectively, and sometimes there will be some people do not laugh or cry.

For example, a dealer friend told me that they paid a visit two days ago. They found a customer who installed a smart lock in 2014 (there was no return visit in the middle) and did not learn how to open the fingerprint within three years. Operation, but has been using a password to open the door! This situation, it makes people feel a bit bizarre, and if this is the case, the old customers turn to introduce and why do you talk about it?

Next, in this sharing on the zhijia.com website, we will give a detailed introduction to some of the most practical methods of operation for the introduction of the old customer referrals.

First, the old customer introduces the new customer's precondition

If you want to introduce old customers, you must first allow the old customers to identify this product or service, which has its necessary prerequisites, as follows:

1. The old customer believes in the reputation of the dealer and is satisfied with the service provided by the dealer;

2. Old customers identify products and companies;

3. Have a sense of trust with dealers, and relationships become a friend;

4. Old customers have a certain appeal in their network of contacts.

If you want old customers to help you to introduce, first let's see if you meet the above four conditions, at least to meet 2-3 of them. And some people may say, how can we not meet? There is no other way to continue to maintain the old customers until the conditions are met.

Second, what kind of old customers will help you introduce new customers

In practice, not all old customers are willing to introduce new customers to you. Even if it is your service, some people will only help you to speak a few words when others have active needs. They will also be more objective. . Therefore, dealers must strengthen the analysis and judgment of the old customers and identify key customers who are more likely to help you introduce new customers. The following three types of customers are more likely to implement referrals:

1. Customers who like performance, like honor, take the initiative to help you transfer the introduction, and do not benefit from it;

2. More realistic customers, actively requesting commission or other forms of return;

3. Pure friendship customers are purely out of the relationship between friends.

Third, who to participate in the introduction of old customers to introduce the work?

For smart-lock dealers, bosses, managers or guides, and installation and maintenance personnel should all be the participants in the referral work of the old customers.

Boss (or professional manager)

Management's attention and operation concept are the preconditions for the introduction of old customers, and they must not only attach importance to, and even set a good example, but also serve as a model for all employees to fully understand the importance of this work;

2. Manager or Purchasing Officer

In the process of realizing the transfer of old customers, there are several important tasks to be accomplished by relying on the manager and shopping guide. One is customer file management, the other is return visit, the third is free home maintenance, and the manager and shopping guide are the earliest and Customers who contacted and contributed to the transaction, their words and deeds directly affected the overall impression of the old customers on distributors, products, brands, etc.;

3. Installation and maintenance staff

There are still many dealers outsourcing this work. On the face of it, it is cost savings, but it has a very negative impact on the introduction of old customers. This is because installation and maintenance service personnel are products in the eyes of users. With technical authority, as long as the outsiders have some heads of mind, you can grasp your old customer resources in full by staying in the phone, adding WeChat, etc. In addition, once the product fails during use, the customer will think of the installation the first time. Maintenance personnel come to solve the problem. In this way, external service personnel can more easily establish a communication link with customers. Older customers can also easily introduce referrals through the satisfactory services provided by these personnel, but they are lost. Business is bound to be affected. Based on this situation, it is recommended that dealers must deploy professional installation and maintenance service personnel to provide customers with comprehensive and standardized services, and strive to improve customer satisfaction. At the same time, they can also arrange for them to provide free home security for their old customers during leisure time. service.

Fourth, learn to give up, only have

As the saying goes: Li Qing is a matter of courtesy; China is a state of etiquette, and "Book of Rites • Song Li Li" also says: "To come and not to be indecent." As long as you treat customers as friends, usually pay more attention to greetings, important holidays or provide free home maintenance with some small gifts, although the cost is not high, but the customer will certainly understand what you think, as long as he is on your products and services. Satisfied, what are the difficulties in transferring the introduction?

Five, return visit is a stepping stone, free home maintenance is a booster

Formulating a return visit plan for old customers and making arrangements for return visits are the key steps for good old customers to transfer their presentations. It is recommended that they return visits to old customers every 3-6 months; in addition, they should provide at least one free door-to-door maintenance for all customers. The work will greatly increase the distance between dealers and old customers, and it is the easiest way to realize the introduction.

The density of the overall work arrangement depends on the dealer’s own manpower situation.

In addition, there are many ways and means to do a good job of transferring old customers, such as VIP cards, points, vouchers, etc., but these basically belong to the category of icing on the cake and do a good job of the above-mentioned tasks. Be able to do a good job for old customers to transfer the work!

Author: Guo Zheng Micro Signal: IBOLON

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