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VIDEO: Cum sa va imbunatati relatiile cu clientii

Tags: relatia cu clientii, comenzi, echipa, produs

Foarte probabil a existat macar o data cand v-ati imaginat ca toti clientii pe care ii intampinati va simpatizeaza, ca va suna la telefon pentru a va cere sfatul in legatura cu diferite probleme sau pentru a face noi comenzi. Si mai mult decat atat, va recomanda prietenilor si astfel totul merge ca uns. Nu este chiar o utopie.
Clientii sunt bunul cel mai de pret si telul dumneavoastra este sa ii intelegeti cat mai bine, sa le oferiti produsele asteptate si sa ii pastrati multumiti, ca sa intoarca cu placere la dumneavoastra.
Iata cateva sfaturi pentru a va imbunatati relatiile cu clientii si pentru a-i pastra timp indelungat in portofoliul dumneavoastra:
1. Memorati numele clientilor dumneavoastra
Memorarea numelui clientului dumneavoastra este un aspect important in pastrarea unei bune relatii cu acesta. Ca sa fiti sigur ca ii tineti minte numele, priviti-l in direct in ochi si asociati-i numele cu fizionomia. Apoi repetati-l de cateva ori pe parcursul conversatiei. In acest fel, daca l-ati pronuntat gresit, clientul va avea posibilitatea sa va corecteze. In schimb, daca ati retinut bine, veti demonstra partenerului de dialog ca il ascultati cu cea mai mare atentie.
2. Memorati fizionomia clientilor dumneavoastra
Aveti un portofoliu mare de clienti iar pe uniii dintre ei i-ati vazut doar pentru prima oara. Incercati sa le memorati fizionomiile. Este posibil sa va intalniti cu unii dintre ei pe la diferite evenimente sau chiar pe strada. Clientii vor ramane foarte impresionati daca ii veti saluta pronuntandu-le numele. Le veti crea senzatia ca ei sunt cei mai importanti clienti ai dumneavoastra.
3. Pastrati numerele de telefon ale clientilor in telefonul mobil
Telefoanele mobile tot mai performante va permit sa pastrati in agenda numerele de telefon ale tuturor clientilor dumneavoastra. Astfel, oricine va suna ii puteti raspunde pe nume. Cu siguranta, il veti castiga pentru totdeauna. Oamenilor le place sa le spuneti pe nume si sa faca afaceri cu cei cunoscuti.
4. Intelegeti-i si anticipati-le obiectiile
Ascultati ce au de spus clientii dumneavoastra, puneti-le intrebari si veniti in intampinarea dorintelor lor. In acest mod, le veti descoperi nevoile reale. Multi clienti ascund adevaratele motive pentru care refuza sa stea de vorba cu dumneavoastra. Cele mai multe obiectii reale sunt de fapt pretexte.
5. Fiti mereu sincer
Vorbiti mereu sincer si deschis despre dumneavoastra, despre companie si produsele pe care le vindeti. Oamenii vor aprecia acest lucru si va vor trata ca atare. In plus, veti fi scutit de efortul de a va aminti ceea ce ati spus anterior, in cazul in care, cu buna stiinta, ati pacalit clientul.
6. Pastrati-va simtul umorului
Fie ca purtati o discutie la telefon, fie fata in fata, umorul este cel care creeaza legaturi. Faceti-va clientul sa rada, sa se simta bine in prezenta dumneavoastra si sigur isi va dori sa va intalneasca si a doua oara.
7. Tineti-va de promisiuni
Ati promis ca produsul dumneavoastra va fi livrat in doua zile, respectati termenul. Cea mai buna metoda de a pastra o relatie de durata cu un client este sa faceti mereu ceea ce ati promis. Sigur va va aprecia si mai mult decat atat, va povesti numai lucruri bune despre dumneavoastra si altora, recomandandu-va ca un partener sigur si de incredere.
8. Asigurati-va ca aveti o echipa bine pregatita
Echipa dumneavoastra trebuie sa fie formata din profesionisti. Asigurati-va ca membrii echipei cu care lucrati au urmat cursuri de pregatire in gestionarea relatiilor cu clientii. Alocati-va timp si lucrati in echipa cu ei. In acest mod, veti stabiliti cu totii, parteneriate de lunga durata cu clientii.
Autor: Marketing Portal


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Ionut 31-Ian-2012 14:03:18
probabil sfaturi pentru cei ce lucreaza de doua saptamani in vanzari :))
astea sunt reguli de bun simt, nu sfaturi de imbunatatire a relatiilor

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