提高员工跟进客户的能力,这靠这篇了

跟进不力往往是大多数客户在处理业务时最大的抱怨。 客户往往不得不重复回电去重新解释他们的问题,以期待获得对方的解决方案。

Poor follow-ups are often the biggest complaint that most clients have when dealing with business.

The clients often have to revert back to the salesmen and reexplain their problems time after time, hoping that they could get some solutions.

然而,即便一些业务人员回复了客户,给出的答案似乎依旧不尽如人意。这导致的结果可能就是,客户觉得这个业务员或者这个公司不够专业,转而去找别的供应商继续谈判。

However, the answers seem to be less than satisfactory though some salesmen do give their answers to the problems.

As a result, customers may feel that the salesmen or the companies are not professional enough and go to other suppliers for new and better negotiations

于是,后期你如何跟进对方都不再回复,因为客户觉得回复你毫无意义,已经对你和你的公司失去了耐心和信心。

So you cannot get your clients’ replies in the later stage no matter how you make your follow-ups. Coz they have lost patience and confidence in you and your company.

——Mike外贸说

——Mike’s International Trade Theory

公司应该如何培养并提高内部员工跟进客户的能力?

How should the companies cultivate and improve the ability of their internal staff to better follow up with the clients?

提高员工跟进客户的能力,这靠这篇了

01

设定谈判的阶段目标

Set the Stage Goals for the Negotiations

将订单谈判分成不同的阶段,预先设定每次谈判想要达到的目标,逐步赢得谈判,拿下订单。

Divide the negotiation into different stages, set the goal that each time you wanna achieve in advance to win the negotiation and order gradually.

积极主动地,针对性地跟进客户,是绝对可以影响他们对最终结果的判定的。

Make follow ups actively and purposefully can definitely affect the clients’ judgment of the final results.

把每次需要跟进的内容匹配目标,逐步拿下。

Equip your negotiation with stage goals and win the orders step by step.

提高员工跟进客户的能力,这靠这篇了

02

专注于售后

Focus on the After-Sales Service

企业通常很乐意跟进现有的订单,一旦订单完成就不再跟进客户,这是非常可笑和愚蠢的行为。

Most companies like to make follow-ups to the existing orders. But once the existing orders are completed, they lose their interest in further follow-ups, which is rather ridiculous and stupid.

大多数订单是依靠跟进得来的,并非仅仅是现有的订单,有效的跟进还能够挖掘出更多的潜在订单。

Most orders are achieved by follow-ups, not only the existing orders, some potential orders included. Effective follow-ups will help you find more potential orders.

如果你一直沉默,客户会认为你不够重视他们,或者认为你这个公司只对销售感兴趣 ,而不是客户的发展与成功。

If you keep silent, the clients will think that you don’t attach enough importance to them or company is only interested in sales, not in the clients’ development and success.

要知道,客户对你的印象极为重要,一切都将成为将来客户是否下给你新订单的决定性因素。

You have to know that the impression you give to your clients is extremely important. Each aspect will be the deciding factor whether your clients will give new orders to your company in the days to come.

提高员工跟进客户的能力,这靠这篇了

03

主动承担责任

Assume Responsibilities Actively 

如果某个批次的产品出现了问题,请不要一直等客户联系你。

If there’s something wrong with a particular batch of  your products, please do not wait for the clients’ contact.

马上通过电话或电子邮件告知客户该情况,并提供合理的解决方案,以减少客户的潜在损失。

Call your clients or send them e-mails with  situation explanations and proper solutions regarding the problems to reduce the potential loss of your clients.

如果你默不作声,假装不知道,等到客户或客户的客户发现问题,然后客户再跑来找你解决,那问题就变得更严重了,更加难以解决。

If you just keep silent, pretending that nothing has happened. When your clients or their customers find the problems and come find you for solutions, the problems have become more serious and more difficult to solve.

提高员工跟进客户的能力,这靠这篇了

04

记住重要的时间
Remember important times

公司正在合作的客户或潜在的客户,关于他们的一些重要时间,是积极主动与客户联系的绝佳借口.

The important times of your existing or potential clients are the best excuse you go contact your clients.

比如客户所在国家的一些重要的节日,比如客户公司成立周年纪念日,比如第一次合作的时间,比如客户的生日,甚至客户的家人的生日等等。这些信息可以在哪里得到呢?可以谷歌搜索,可以观察客户网站,可以观察客户社交动态。

For example:

  • The important festivals in your clients’ countries
  • Company anniversary of your clients
  • The first cooperation between you two
  • Birthday of your clients
  • Birthday of your clients’ family members

How can we get these information?

  • Google Search
  • Websites of your clients
  • Updates on the social networking sites

外贸铁手腕:如何让新客成为老客,获得更多订单? How to get old clients and more orders?一文中就有着重强调。

This is strongly emphasized in my last article “How to get old clients and more orders“.

提高员工跟进客户的能力,这靠这篇了

05

促销活动

Promotional activities

每当你的公司推出特别优惠,并且无附加条件的活动时,我们可以立刻联系老客户以及在谈判中的客户,以此作为诱饵,推进双方之间谈判的进度,及早成单,建立合作关系。

Whenever your company launches special offers with no other conditional terms, we can immediately contact the existing clients and potential clients and take it as a bait to advance the progress of negotiation between two sides so you can confirm the orders and the cooperation relationship earlier.

你知道,任何人都有贪便宜的心理。大多数希望在正常交易的前提下,得到更多利益。

As you know, everyone likes to profit at other people’s expense. Most people wanna gain more benefits on the premise of normal trading.

提高员工跟进客户的能力,这靠这篇了

06

授权您的员工做出自己的决定

Empower your staff to make their own decisions

不要每件事都限制员工。如果什么事情都要员工去申请确认,会浪费太多时间,也让客户等待太久而焦躁。

Don’t restrict your staff from doing anything. It’ll waste too much time and keep the clients waiting too long nervously if your staff have to apply for confirmation for each matter.

要让员工有一定的权限和能力在特定情况下,不用联系领导,就为客户提供最快速的答复,最完善的解决方案,以推进谈判,促成交易。

To enable your stuff with certain authority and ability to provide the clients with the fastest replies and the most complete solutions without contacting leaders under the particular circumstances, so as to push forward the negotiations and facilitate business.