新开发到了一个客户

沟通非常顺利,对方很感兴趣

但是沟通过后没几天,客户就没消息了。

怎么办?反思客户是被别人挖去了?还是自己的表现过于差劲?

客户不回消息,我们总是会有这样那样的困惑。想弄明白客户到底在想什么?这时候,如何跟进才是适当得体的呢?

为什么客户不回复

客户一开始表现的非常兴奋,兴高采烈的,一副马上就可以下单的样子,却突然没有了音讯。

事实是,尽管客户一开始对产品非常感兴趣,但是要知道,客户真正关心的,并不是自己高不高兴喜不喜欢,而是他的客户喜不喜欢,高不高兴。客户有企业要负责,有责任要承担的。

一天收到上百封邮件的客户,没有回复你的消息,可能只是还没有时间去处理这件事情。

在跟进客户之前,考虑好这5件事情

no.1 坚持却不打扰

no.2 客户很忙会忘记回复,所以不要放弃,适时地给客户一些提醒。

换句话说就是不要把太多时间花费在追问客户上面。如果对方明显很忙,不要给对方电话,尽量通过邮件、短信或者面对面沟通。

no.3 不要畏惧打电话

太多人习惯于用email进行联系,这种方式很好,但是他也有弊端,如果一直联系不上对方,再继续发邮件就没什么用了。

因为email太容易被忽略。而电话就不一样了。

no.4 适时地自动化

也可以借助CMS软件或其他工具自动进行跟进。

no.5. 任何时候都不要忘记call-to-action

为了使每一步跟进过程都能够顺利进行,千万不要忘了在每一次联系时给出CTA。

在跟进客户后给出明确的CTA有助于推动客户尽快采取行动。

先确保这个客户是不是真的需要跟进

在跟进前确认对方有没有回复,比方说对方可能已经回复过邮件,或者是联系了团队里的其他人。再检查垃圾邮件和垃圾文件夹。

再考虑多久进行跟进

如果客户没有回复,什么时间进行跟进真的很难把握。一方面你需要掌握重要事项,另一方面又不能显得太强势。

对于一次电话或面谈的邀请,跟进的时间应该取决于会议的安排时间。如果客户没回复,2到3天跟进一次,如果事情比较紧急第二天就跟进。

发过报价方案后,一般一周后再跟进。这样客户那边有时间商量具体事项。

跟进邮件和电话跟进一般都要在客户还记得上一次沟通时内容的情况下发生。

8封跟进邮件——适用于不同的情景

初次与客户会面后的跟进

这封邮件适用于在初次见面之后,给客户提供一系列可以采取的行动。保持积极乐观的语气。

主题:

Hi XXX

It was lovely to meet you and the team today, and learn more about business name and your goals with this project.

I’ve put together a list of action points based on our meeting

For our team:

Action point one

Action point two

For business name team:

Action point one

Action point two

Can you reply to let me know if I’ve missed anything?

I’ve got a follow-up meeting scheduled for 3PM Tuesday 21st. Let me know if this doesn’t work for you.

Any questions, please ask away

Sincerely

XXX

发过方案和报价没了回复

这种邮件给客户一个温馨的提示,主要的作用是在进行下一步之前,请对方做出决定。 这种情况下,需要给客户营造出一种紧迫感。

Hi XXX

Last week I sent through the proposal doc you asked for.  I hadn’t heard from you since and just wanted to check you received it, and if you had any questions?

I’d like to organise a quick call to talk it over. Would Tuesday at 3PM work for you? I’m excited about the project and keen to get started!

Sincerely

Your name

必要的文件,客户迟迟不发过来!

跟客户要资料,快到截止日期了,对方还是没有动静。这封邮件要表现出事情的紧迫性,并确保客户知道要发哪些资料

主题: I need these signed to get started

Hi XXX

I’m keen to get started. I want to make sure it’s all finished up in time for your deadline, but at the moment, we’re stalled.

In order to get started, I need the following documents/need you to fill out the following documents, which I’ve attached to the email.

1. DOCUMENT A

2. DOCUMENT B

3. DOCUMENT C

Please acknowledge you’re working on these and that you’ll get them to me by DATE. If you have any questions or want some clarity around why we need these documents, I’m happy to jump on a call.

Sincerely,

YOUR NAME

客户打款晚了

又不好意思直接问客户为什么不打款!

向客户询问为什么没能付款总是非常棘手的一个问题。很多人可能直接不询问对方为什么不付款来回避这个问题。但这绝不是一个好办法。通常单据是不会丢失的,只是会被遗忘而已。

那么如何做到催款催的不像在责怪对方,给对方一个台阶呢?

主题: Late payment: Did you miss the invoice?

Hi XXX,

I’m just following-up on unpaid invoices and noticed you’ve yet to make payment on INV-0023, which was sent to you on DATE.

Since I haven’t received payment, I just wanted to make sure the invoice hadn’t got lost? I know sometimes they can get sent to SPAM or deleted by accident. I’ve attached it here again for your convenience.

As this invoice is now 15-days overdue, you’ll need to make payment within the next five days if you wish to avoid the overdue fee of X% added to the bill.

Yours sincerely,

YOUR NAME

客户觉得合作之前

维护客户关系的邮件怎么写?

推销电话真的很让人烦,但确实也是最快的成单方法。但是推销电话后得尽快进行跟进,如果没有跟进,这个电话打得就会毫无意义。 下面这封邮件则适合在客户还没决定合作的时候,维护客户关系。

主题: Here’s that business guide we were discussing.

Hi XXX

It was great to chat with you the other day and find out more about your goals for BUSINESS NAME.

I’m just following up with a link to that guide for growing a successful small business we discussed on the phone. You can find it {插入链接} Based on what you told me about your marketing strategies this year, I think you’ll find section three particularly useful.

Let me know if you enjoyed the content!

Cheers,

YOUR NAME.

救活死掉的客户

一旦客户死掉,其实很那再把客户救回来。但是也可以通过一些小策略进行跟进。比如说给个优惠。

主题: Wanted to let you know about our 25% off offer

Hi XXX

I hope you remember me – we chatted a few months back about our products , but you decided not to pursue.

We’re currently having a 25% off fees for the first three months for new customers, as a way to get small businesses off-the-ground in the new financial year. I thought you might like to know in case you were still considering our products – I’d hate for you to miss out.

Check out our packages HERE [link], and I’d be happy to set up a call to discuss your options.

Sincerely,

YOUR NAME

结束绕圈子

客户真的没有合作的意愿

如果电话和邮件跟进都无果,那么是时候做一个了断了。这种情况通常发生在第一次报价的时候,也许客户还在多家比较。

最后一次跟进也是给客户最后一次回复的机会,但也意味着一次跟进的结束。

Hi NAME,

I haven’t heard back from you about your project. I’m assuming your priorities have changed, and you no longer want to go ahead with this.

Keep us in mind if you want to move forward in the future.

Sincerely,

YOUR NAME

客户要求半年后再联系

这时候这封邮件该怎么写?

有时候,客户会要求几个月之后再联系,因为这段时间他可能要忙别的事情。那么几个月之后,这封跟进邮件该怎么写呢?

Hi NAME,

I hope you remember me. We spoke six months ago about our products, but you mentioned you needed a few months to grow the business before you were ready.

I wondered if you’d had a chance to look over the products I sent you previously?

I’d love to book a time to chat with you about your needs. How does Tuesday at 3PM sound?

Sincerely,

YOUR NAME.