We all know that with the ceramic tile industry channel fission, consumption upgrading accelerating, severe overcapacity, and product homogeneity becoming more and more serious, competition among brands has become unprecedentedly fierce, and brand services have increasingly become a driver of sales and winning customers. engine.
As an integral part of brand services, customer return visits are an important means to maintain customer relationships and generate re-sales.
1
The significance of customer return visits
Customer return visits have many purposes, and if done well, they will play a big role, mainly reflected in four aspects:
The first is to show customers the brand's serious and responsible attitude and thoughtful service; the second is to understand customers' consumption characteristics and service needs, and improve customer satisfaction; the third is to spread the brand's service concept and brand culture and improve the brand's reputation. and influence; the fourth is to lay the foundation for customers to renew orders and make referrals.
2
Types of return visits
Customer return visits mainly include four methods: telephone/WeChat return visits, door-to-door return visits, event return visits, and potential customer return visits. No matter which method is used, you must choose the right time and make sufficient preparations (understand the customer's purchase and use of ceramic tiles, whether there are any other special records, etc.).
1. Telephone/WeChat return visit
Telephone/WeChat return visits are generally within a week of the customer using the product, the day after the after-sales service is basically completed, and the day after the customer complains. During the return visit, be sure to use standard polite language to ask about customer usage, after-sales service, resolution of customer complaints, etc., listen carefully to customer suggestions and opinions, and remind customers of precautions for use and maintenance; if necessary, make timely arrangements Personnel provide door-to-door service. At the same time, records of return visits must be made and entered into the customer file.
2. Home visit
The time for a return visit is usually when the customer has been using the ceramic tiles for about 3 months. Contact the customer in advance by phone or WeChatContact us, explain the purpose of the return visit, solicit opinions from the customer, and agree on a specific return visit time after the customer agrees. Prepare relevant tools, materials, etc. according to the purpose of the return visit. During the return visit, you must record the return visit accurately and in detail and remind customers of the precautions for using and maintaining ceramic tiles. After the return visit, fill in the customer return visit record sheet and enter it into the customer file. .
3. Event return visit
As the name suggests, event return visits refer to visits at important times for customers, including housewarming, birthdays, wedding anniversaries, Spring Festival, Mid-Autumn Festival and other traditional festivals. Generally speaking, it is appropriate to choose three days before and after a housewarming return visit. For other important time points, it is best to arrive about a week in advance. Contact in advance by phone or WeChat, wish the customer a happy move, then inform the customer that they will receive a gift from the brand, agree on a time for gift delivery, attach a beautiful greeting card when giving the gift, and write the brand’s congratulations to the customer, preferably with The signature of the general manager to show sincerity.
4. Potential customer return visits
Potential customers should also provide follow-up services, firmly grasp the initiative, take the initiative through phone calls, and bombard them with repeated "sugar-coated bullets" to allow hesitant customers in need to make a choice as soon as possible. The best time for a return visit is one week after contact. Before replying, you should understand the customer's detailed information through multiple channels and keep it in mind. Plan the steps for a return visit and the questions that need to be asked. After being fully prepared, you should call back for a follow-up visit, mainly to inquire about the renovation progress, purchase intention and purchase time, etc.
3
Methods for customer return visits
1. Gift return visit method
Before the customer's renovation starts, give the customer a good start picture as a gift. Doing so can not only create an opportunity to communicate with construction workers, but also give customers unexpected surprises.
During the sales process, pay attention to the date when the customer moves to a new home, and register and remind them. Wait until the day when the customer moves, book a housewarming gift in advance (usually potted plants or jade) and give it to the customer. This move will not only bring surprises to customers, but also affect potential customers around them.
Of course, whether you want to send both a good start to the project and a housewarming gift, you have to give both of them as gifts. This should be done based on the actual situation.
2. SMS return visit method
(1) Return interview on the day of transaction: Dear Mr./Ms. ××, thank you for purchasing ×× brand! We will serve you wholeheartedly. In the future, we will provide you with stocking and delivery information, return and replenishment information reminders, as well as decoration tips, etc. via mobile phone text messages/WeChat messages. For inquiries about ××××-×××××××× or replica machine (or: Dear Mr./Ms. ××, hello! The tiles you purchased have been ordered to the manufacturer at our headquarters and are expected to arrive in × days) After the goods arrive, we will contact you as soon as possible and arrange the time for door-to-door delivery. All employees of ××brand× wish you a smooth work and a happy life! For more information, please contact ××××-×××××××× or copy machine).
(2) Return visit one day before delivery: ×× brand reminds you: We will deliver ×××× the tiles of ×× brand you ordered tomorrow, please Confirm quality and quantity on site. For more information, please contact ××××-×××××××× or a copy machine.
(3) Interview techniques on the day of receipt or the next day: Dear Mr./Ms. ××, hello! Your tiles have been delivered successfully. If you have any questions during future use, please contact us in time. I wish you a happy stay! If you need knowledge about ceramic tile maintenance, you can contact us. I sincerely wish you a faster life and a happy family! ×× brand sales staff ××× (Tel: ×××××××××××) Yours sincerely
(4) Return interview skills during laying: ×× brand reminds you: During the process of laying ceramic tiles, please pay attention to the ×× brand logo on the back of the ceramic tiles. Make sure that all ceramic tiles are laid in the same direction. To reflect the smoothness and natural effect of texture connection of ceramic tiles. If you have any questions, please contact XXXX-XXXX During the process, the surface of the tiles will be contaminated or scratched to better achieve the perfect effect of decoration. If you have any questions, please contact ××××-×××××××× or copy the machine).
(5) Follow-up instructions 7 days and 15 days after delivery: ×× brand reminds you: If you need to replenish the goods, please tell us three to seven days in advance, and we will prepare with you as soon as possible Products of the ×× brand with the same color number in your home can meet your decoration progress and effect needs. If you have any questions, please contact ××××-×××××××× or copy machine. (Or: ×× brand reminds you: If there are any remaining tiles, please return them within 60 days with the sales receipt. Tiles soaked in water, contaminated, damaged, incompletely packaged, and processed and cut will not be accepted for return. Returns must not exceed 5% of the total quantity of this product. If you have any questions, please contact ××××-×××××××× or copy machine
3. Home-based free maintenance return visit method
Notify customers via SMS, WeChat message or phone call that they have been selected as the brand’s top product this year.Quality customers will receive free door-to-door cleaning and maintenance services, and then take the initiative to make an appointment with them for the time and location of the door-to-door cleaning service, and inform them of the service items, contact person and other information.
Text message and WeChat reply message: Hello, dear customer, I am ××× from ×× brand. We will perform a cleaning and maintenance service on your home on × month × day. You can contact me then. . I am your salesperson ××× (Tel: ×××××××××××).
Telephone return interview techniques: Mr./Ms. ××, hello! I am ××× of ×× brand. Are you the owner of unit × building × in ×× community? That's it, you have now been selected as our brand's high-quality customer this year, and we will provide you with a free door-to-door tile maintenance service at ××× (time). Do you have time?
Methods are dead, people are alive. The beauty of application lies in one mind. Whether you can make good use of the customer return visit method introduced in this article depends on whether you have a sincere heart to serve customers well and whether you can use it flexibly according to the actual situation.
