December 27, 2009 at 01:38Feedback for the online store, my practice
To a topic already written on a habr " Trifles solve everything ".
I read the topic. I agree with a lot written there. But ... I have been doing online shopping for a long time, and with more or less permanent employment. Unless of course I have nothing more to do in my life, although even at such moments I do online shopping. The post will be about how to earn more by feedback from the customer, the client ... uh “customer” :) And so on under the cut. By the way, sorry for the large amount of text ... but it doesn’t work out differently in writing.
Immediately a small footnote:I can not announce the names of online stores with which all this was implemented, because it is aesthetically not beautiful in relation to their owners. But if someone is interested in my ideas, in Private mesage mode, I can disclose some information.
Perhaps I’ll start. It all started back in 2006. Why so far? Because it was then that I began to think about feedback. I quit my job and, as usual, decided to create something of my own . And he opened an online store. Which fed me ... but not much. I have repeatedly wondered what the rake is.
There was a profit. Each month, the profit was approximately equal. There was no increase. Then it’s generally bad, there were no sales. At all! Despite the fact that AdWords was eating money, the office (I did not understand why I needed it, but it was) also was eating money. But there was no sales. It got to the point that I came to work for the last money. And I thought: how to sell? !!! I had a couple of phones, customers recently bought equipment. and I decided at all costs to "vparit" them something! Somehow I didn’t grow together, I got a sale of 2 macbooks + an air port and something else, I don’t remember honestly.
Question:
Why didn’t it work?
Answer:
Because I started my communication with the client somehow timidly, I stupidly failed to lie (globally). I just told the client about the existing promotion in my i-shop. Although the Promotion was fictitious, it did not play a role. The trick was that I lied about the fact that every client is dear to me, and that I carefully keep records of my clients.
then it helped me out for a week, financially and I forgot about it. Gone, forgotten.
It is also worth mentioning one of the methods of obtaining the contact of the caller in the customer’s store. I just answered the phone, the girl, the assistant, and she said this:
“The fact is that ALL our managers are busy, please leave your phone number and we will call you back within 2-3 minutes!” The call came to the client after one minute. I used this technique constantly in the future !!! But it was modified depending on the circumstances!
Further, my life has changed. I left the province, Zaporozhye, in a big city - Kiev. And he worked again in the online store selling Apple. And then it began. I work in an online store in Kiev. here are other volumes and other customers. VIP clients ... feedback with them could bring a lot of money, and brought.
And so, if you carefully read the above, it is clear that I have already revealed 1 point of feedback. It is very important to make clear to the client that he is important. Since they remember him, they call, etc. it means that it is important, a normal client understands that all this is for sale ... but he appreciates it on a subconscious level.
And so we went on. In Kiev, in the store where I worked, the chef somehow publicly praised me for working with contacts. In fact, it was very difficult to do something in a company with its own rules, namely, using a Mac and that’s it. The entire customer base was in the AdressBook, but for me as a manager this was not enough. I always kept and cataloged working contacts in my own way. But even in cold conditions, not a single bell left me. I had a habit, which was later transferred to the boss and other employees, came to work, and phoned all the missed numbers from work phones. Dialogue with a potential client is also important, but this is a different story.
And so the second point is the ability to catalog contacts. In fact, it does not matter how to do this, the main thing is that you, as a sales manager, have control over your own customer base. And the third point is 100% return. if there are missed calls, or a new email, answer! An e-mail account is just as important as a phone. Answer immediately, if the phone number is indicated, call.
Kiev is left behind and I open a new online store, roughly speaking, I hired as a head-manager, curator of the development of the and-store. I got a lot of experience in Kiev, communicating with VIP clients. And this experience played a role in the future. In Kiev, I wanted to realize one thing. But somehow it did not grow together. Namely:
Not just customer accounting, but "friendly - hello how are you." How did it begin? In the new project, I acted as a curator, and directly as a senior seller. Because it was necessary to teach sellers (managers) to conduct business as I do. I confess then considered myself a guru. But this is not so important who I considered myself :) the main thing is that this thought gave me a moral impetus to creation.
And so, the client comes> we communicate> sale> "If you do not mind, leave your contacts, because very often we have stocks, etc. And most importantly, the latest news from us always diverge according to customers! And now you are our client, and so to speak, we will help you as much as we can ”- I made it clear to the client that if something“ out of the ordinary ”appears on the market, and then there was the era of MacBook Air, then it will be offered to YOU-client to the first! Also, clients could get me (me, myself, you ... you can safely replace a responsive TP) by phone and torment me with questions. Plus communication with the client. In Kiev, and then in the next project there was one important trifle - Coffee! awesome expensive coffee, which was offered to a client who came to the office. If clients do not go to your office, you have a poor office. And it is not necessary that the office be super duper.
And so, after the sale, I informed the client about how we treat them carefully and received contacts, an important point: “Tell me at what time and on what days it is convenient to contact you by phone?” And here the emphasis was on the phone call, on a loan the fact that live communication is always better and more productive! People willingly left their numbers and wrote down my name calling something like this - Mikhail% shopname%. And I, in turn, made an appropriate entry in my mega-contact list that this person should call on Saturdays and at xx-xx time of day. (By the way, by that time I already hired a programmer and he wrote me an awesome Address beech, just for me) In addition to everything else, there was another question in the forehead of the client, which I will discuss later.
I know that it seems too intrusive, and paranoid, to write down every absolutely client, and make notes in your address book ... but do not worry, it’s a tremendous work, but you will have such a huge database that it’s just ###.
Looking at this, my chef was just crazy about what I was doing and asked me a question: how can I handle this? The client will need help, but we won’t be able to score on him, but wasting time ...! Oh yeah! This is a huge job. I answered simply and rudely. Want easy money? Take up ShareWare software (litter bloomers, then I blurted out without thinking, I had to say about banditry)
I'm talking about feedback, but what does that mean? Literally translated as "feedback." But how can there be feedback if there is no connection initially? I will explain.
Number one : I have been practicing and still practicing tattoos. I am a master. Clients from different cities came to me in Zaporizhia. Not because the artist. There are masters and cooler. And because I always had lively communication and a lot of work directed to the client. And of course, for the n stages of creating a tattoo, there was a lot of communication! And it was on almost friendly notes.
I worked on the scheme, Tattoo in 3 calls. 1st is the circuit, it heals, then color, shadow, healed, and then fine-tuning. The method is good because when you start working on a tattoo, with a ready-made contour, you see all the roughness of the skin, etc.
Number two: A client arrived> bought a Mac, and asked to configure only the appeared People.net! I'm just out! I was looking for info on the net how devices using this standard connect to Linux / Mac. Tormented, tuned. The assistant asked me a question, what for was so much tormented for the sake of the client who bought one computer ?!
As a result, he brought about 20 customers.
What is the analogy to a tattoo? The fact that I did not spare my strength, there was a lot of work, but simple conversations, even with almost friendly communication, would not lead to the desired result.
And so what did I end up with and how did I use it.
Somehow a client came to me, they say I need a powerful computer! .. Hmm ... ok. And here, already out of habit, that question of which I ignored above.
And actually, for what tasks ?!
And so the client said that he needed a powerful computer to work with external sound. This is definitely FireWare and definitely Mac Pro, because the bus would provide good work, you need both processor power and RAM. Ok, there is a sale, there is contact with tags (Processing, sound, call Saturday night, young guy, rapper)
And what next? I have a lot of tags, technical tags in my mega account, because in the conversation I always tried to find out the type of activity (type of employment) of the client, and I recognized it in the smoking room, there was such a room in Kiev, and in the next project, where customers drank coffee and chatted. Simple sales, ordinary, go on stream at assistants. I look at my tags and start monitoring the latest distributors, and news on the Internet (it’s not necessary, but it’s not bad to know at least something about what you want to sell).
and so some kind of new sound card appears, external, I’m phoning distributors for whether I can get it? I get a positive response. Then I call the client and say (not a verbatim dialogue):
Bam! Pecked. Further games with prices, so as not to be a cloister and not to shod a client. It turned out that we are supposedly a management team, we remember and think about it alone! Wow! Can you imagine In fact, we spent more on this transaction than earned, but the client became OUR and only after that brought more people. Although at that moment when he was a potential client, I was not at all interested in what he was talking about. But I listened, wasting time on it. As a result, the relationship turned out to be almost friendly.
Sometimes information popped up in the communication that, for example, client X has a daughter of 14 years old. Hmm, in such cases, I generally rolled up adventures ... I made a card, on it a set of numbers, a code or ID. The code naturally saved. I call the client closer to any holiday and say:
Also an interesting point. These are doubles, Bundles, as they are also called. And then they are up to feedback? And besides. Very often I called customers and talked about these or those new products. But ... Big but. I presented it with different sauces. For example:
Calling a customer> new external Hards> but they are sold together with card readers> oO> Yes! But the price is reduced, and most importantly, to you, as OUR client, I can upload my media to this screw. so to speak to share the accumulated music collection.
It is important to observe one caveat - DO NOT SELL it! In view of the absence of a legislative platform in such cases, it is enough to create a file signed with an ordinary gpg key, it’s free, and upload the file to disk, and leave a copy for yourself, it will store information that the material was provided for review + the date the file was created. But this is more necessary for you, so that if something were covered up ###.
I used tags in my database, sound processing, daughter, or something else that can give information! this is the 4th point of my panacea. Tags, brief information about the type of activity that will give me an idea of what this person can offer. And it’s not necessary that this product be on the shelf of your store!
I spoke there was one more moment, it is Time for calls! This is the 5th fad. Every day, closer to the evening, so as not to distract yourself from routine tasks, new sales, etc. I rested for 30-40-60 minutes to free my head, and set to work with my mega contacts account. Yeah today is Friday, who is on Friday. I chose n the number of phone numbers, and it started!
SPAMER damn it! - you say. Oh no what are you! One of the important features that I did not mention is the HISTORY of the customer’s purchases. I led her too. And I saw when and how much people bought. Naturally, I would not call him the next week and offer something, without a special case. Although this happened. Plus, round-trip (calls) of clients for the holiday periods did not start long before the holidays, they just called and said that we would definitely have something tasty for OUR clients on holidays, keep in mind. And even those who did not have time to call on holidays, they called back themselves.
No, I'm not a monster, and it's all more than real! This is my practice! The most difficult thing is to keep track of customers and keep track of their purchases. In this regard, stickers, sticky notes, yellow ones saved me, because the comp was not always at hand, but the stickers are always in your pocket (well you can not sticky, the main thing is not to lose). And then in his spare time, at the end of the day, he sat down and entered his customer base. I have never written the exact computer model in history, this is not necessary. General information will be sufficient.
Another point that I did not mention is the customer card. A very unnecessary card that has a client ID, that's all. But under it and under this ID, you can eventually fasten the purchase history in the i-shop, website, come up with a discount system, if necessary, and come up with a lot of things. But all this is not her main role! The main role of this card is that the client belongs to something! And I used to make 3 types of cards. And for some clients it was warmed that he was a VIP client, and he returned to us again and again.
And so I'll try to knock it all out briefly.
my feedback model.
Rules:
1 to make the client understand that he is important
2 Contact cataloging
3 callbacks, under any circumstances
4 Use of customer information
5 Calls to the client at a specific time.
Tools:
Address book - there can be anything that can put a lot of information, a local browser program, UI program, XL, Google Docs
Work phone - preferably 2-3-4 that is convenient for customers, different operators and etc.
Methods:
Friendly communication : as if in a friendly manner (requires the ability to play in the absence of open nonsense).
Constant, periodic status reminders : You are our client!
Account of the history of customer interactions.
Game on the type / status / position of the client.: very often it was necessary to play on the fact that the client would apply to layer X, and play along, the simplest example, on the VIP a specific game was in the direction “the cool have APple and the newest and pathos”
And now a little more about the mechanics. After Kiev, I worked on a new project for an online store in Dnepropetrovsk. Not the capital but still. The first two months I was mainly engaged in sales, excluding feedback. Accumulating a customer base. And after he delegated part of the authority, he went to work under feedback. Sometimes I even met with clients over a cup of coffee. I must say right away that there were also difficult customers, but if you were planning to go into sales, keep in mind that you should be sociable.
And so the beginning of the 2nd quarter of 2008 was the start, after the quarter we made 100% of sales. But in the 3rd quarter of 2008, we made 100% sellage + 40% (from the 2nd quarter) of sales from feedback. It provided that I and assistants were engaged in sales, only 3 people. The point is not about total earnings, but that ~ 40% of additional sales in the 3rd quarter were built on competent feedback. In addition, consider the e-shop was not all-Ukrainian!
I will also say that in fact the main work was reduced to the ability to speak actingly, play along with situations, and account for clients. Communication + information is 80% -90% success. Working with small things, such as remembering that the client has a daughter ... and so on, is also very, very important. And I was sooooo tired, in addition to sales, the organization and planning of advertising campaigns hung on me (this is generally a separate conversation)! But the exhaust from this was in the salary.
The online store must have an Account manager , and if this person also knows the product and knows how to sell. pff ... yes then you will tear all. Because it is the Account manager that serves as the bridge that will prevent the online store from forgetting the customer after the purchase.
I gave in the post only an insignificant part of what was. I mean the methods of communication with customers and the methods of creating offers for them. But the text would have turned out even more.
! Business is paperwork © (in my opinion it said Rockefeller)
this entire topic came out of reading this topic -> " Trivia decide everything " - so if it will be interesting, and my topic you at least a little bit like, I will write about the little things, why they decided everything in my work.
Respectfully to Khabravchans and thank them for karma!
PS sorry for unstructured text. But live I communicate 100 to 1000 times better =)
UPDATE I sincerely apologize for the style of presentation !!!
UPDATE 2 Thanks for the karma, transferred to the blog "Learn to work."
UPDATE 3 How much topic already weighs ...)) can I tweet my own here? Fallawmi MI
UPDATE 4 Continuation They say on the New Year, everything always happens, everything always happens, sales are obtained
I read the topic. I agree with a lot written there. But ... I have been doing online shopping for a long time, and with more or less permanent employment. Unless of course I have nothing more to do in my life, although even at such moments I do online shopping. The post will be about how to earn more by feedback from the customer, the client ... uh “customer” :) And so on under the cut. By the way, sorry for the large amount of text ... but it doesn’t work out differently in writing.
Immediately a small footnote:I can not announce the names of online stores with which all this was implemented, because it is aesthetically not beautiful in relation to their owners. But if someone is interested in my ideas, in Private mesage mode, I can disclose some information.
Foreword
Perhaps I’ll start. It all started back in 2006. Why so far? Because it was then that I began to think about feedback. I quit my job and, as usual, decided to create something of my own . And he opened an online store. Which fed me ... but not much. I have repeatedly wondered what the rake is.
There was a profit. Each month, the profit was approximately equal. There was no increase. Then it’s generally bad, there were no sales. At all! Despite the fact that AdWords was eating money, the office (I did not understand why I needed it, but it was) also was eating money. But there was no sales. It got to the point that I came to work for the last money. And I thought: how to sell? !!! I had a couple of phones, customers recently bought equipment. and I decided at all costs to "vparit" them something! Somehow I didn’t grow together, I got a sale of 2 macbooks + an air port and something else, I don’t remember honestly.
Question:
Why didn’t it work?
Answer:
Because I started my communication with the client somehow timidly, I stupidly failed to lie (globally). I just told the client about the existing promotion in my i-shop. Although the Promotion was fictitious, it did not play a role. The trick was that I lied about the fact that every client is dear to me, and that I carefully keep records of my clients.
then it helped me out for a week, financially and I forgot about it. Gone, forgotten.
It is also worth mentioning one of the methods of obtaining the contact of the caller in the customer’s store. I just answered the phone, the girl, the assistant, and she said this:
“The fact is that ALL our managers are busy, please leave your phone number and we will call you back within 2-3 minutes!” The call came to the client after one minute. I used this technique constantly in the future !!! But it was modified depending on the circumstances!
Further, my life has changed. I left the province, Zaporozhye, in a big city - Kiev. And he worked again in the online store selling Apple. And then it began. I work in an online store in Kiev. here are other volumes and other customers. VIP clients ... feedback with them could bring a lot of money, and brought.
And so, if you carefully read the above, it is clear that I have already revealed 1 point of feedback. It is very important to make clear to the client that he is important. Since they remember him, they call, etc. it means that it is important, a normal client understands that all this is for sale ... but he appreciates it on a subconscious level.
And so we went on. In Kiev, in the store where I worked, the chef somehow publicly praised me for working with contacts. In fact, it was very difficult to do something in a company with its own rules, namely, using a Mac and that’s it. The entire customer base was in the AdressBook, but for me as a manager this was not enough. I always kept and cataloged working contacts in my own way. But even in cold conditions, not a single bell left me. I had a habit, which was later transferred to the boss and other employees, came to work, and phoned all the missed numbers from work phones. Dialogue with a potential client is also important, but this is a different story.
And so the second point is the ability to catalog contacts. In fact, it does not matter how to do this, the main thing is that you, as a sales manager, have control over your own customer base. And the third point is 100% return. if there are missed calls, or a new email, answer! An e-mail account is just as important as a phone. Answer immediately, if the phone number is indicated, call.
Act!
Kiev is left behind and I open a new online store, roughly speaking, I hired as a head-manager, curator of the development of the and-store. I got a lot of experience in Kiev, communicating with VIP clients. And this experience played a role in the future. In Kiev, I wanted to realize one thing. But somehow it did not grow together. Namely:
Not just customer accounting, but "friendly - hello how are you." How did it begin? In the new project, I acted as a curator, and directly as a senior seller. Because it was necessary to teach sellers (managers) to conduct business as I do. I confess then considered myself a guru. But this is not so important who I considered myself :) the main thing is that this thought gave me a moral impetus to creation.
And so, the client comes> we communicate> sale> "If you do not mind, leave your contacts, because very often we have stocks, etc. And most importantly, the latest news from us always diverge according to customers! And now you are our client, and so to speak, we will help you as much as we can ”- I made it clear to the client that if something“ out of the ordinary ”appears on the market, and then there was the era of MacBook Air, then it will be offered to YOU-client to the first! Also, clients could get me (me, myself, you ... you can safely replace a responsive TP) by phone and torment me with questions. Plus communication with the client. In Kiev, and then in the next project there was one important trifle - Coffee! awesome expensive coffee, which was offered to a client who came to the office. If clients do not go to your office, you have a poor office. And it is not necessary that the office be super duper.
And so, after the sale, I informed the client about how we treat them carefully and received contacts, an important point: “Tell me at what time and on what days it is convenient to contact you by phone?” And here the emphasis was on the phone call, on a loan the fact that live communication is always better and more productive! People willingly left their numbers and wrote down my name calling something like this - Mikhail% shopname%. And I, in turn, made an appropriate entry in my mega-contact list that this person should call on Saturdays and at xx-xx time of day. (By the way, by that time I already hired a programmer and he wrote me an awesome Address beech, just for me) In addition to everything else, there was another question in the forehead of the client, which I will discuss later.
I know that it seems too intrusive, and paranoid, to write down every absolutely client, and make notes in your address book ... but do not worry, it’s a tremendous work, but you will have such a huge database that it’s just ###.
Looking at this, my chef was just crazy about what I was doing and asked me a question: how can I handle this? The client will need help, but we won’t be able to score on him, but wasting time ...! Oh yeah! This is a huge job. I answered simply and rudely. Want easy money? Take up ShareWare software (litter bloomers, then I blurted out without thinking, I had to say about banditry)
I'm talking about feedback, but what does that mean? Literally translated as "feedback." But how can there be feedback if there is no connection initially? I will explain.
History from the past
Number one : I have been practicing and still practicing tattoos. I am a master. Clients from different cities came to me in Zaporizhia. Not because the artist. There are masters and cooler. And because I always had lively communication and a lot of work directed to the client. And of course, for the n stages of creating a tattoo, there was a lot of communication! And it was on almost friendly notes.
I worked on the scheme, Tattoo in 3 calls. 1st is the circuit, it heals, then color, shadow, healed, and then fine-tuning. The method is good because when you start working on a tattoo, with a ready-made contour, you see all the roughness of the skin, etc.
Number two: A client arrived> bought a Mac, and asked to configure only the appeared People.net! I'm just out! I was looking for info on the net how devices using this standard connect to Linux / Mac. Tormented, tuned. The assistant asked me a question, what for was so much tormented for the sake of the client who bought one computer ?!
As a result, he brought about 20 customers.
What is the analogy to a tattoo? The fact that I did not spare my strength, there was a lot of work, but simple conversations, even with almost friendly communication, would not lead to the desired result.
Act
And so what did I end up with and how did I use it.
Somehow a client came to me, they say I need a powerful computer! .. Hmm ... ok. And here, already out of habit, that question of which I ignored above.
And actually, for what tasks ?!
If you buy MacPro for rendering drawings, then 2 or 4 cores will not play a role, because CAD programs do not use the power of 2-4 cores, and what makes no sense to take Mac Pro? There is! Because on the Mac Pro, you can expand the RAM to 16 gigs! Yes expensive! But the redner will be faster, although it may not make sense to invest tremendous funds in this. - I do not remember what year it was
And so the client said that he needed a powerful computer to work with external sound. This is definitely FireWare and definitely Mac Pro, because the bus would provide good work, you need both processor power and RAM. Ok, there is a sale, there is contact with tags (Processing, sound, call Saturday night, young guy, rapper)
And what next? I have a lot of tags, technical tags in my mega account, because in the conversation I always tried to find out the type of activity (type of employment) of the client, and I recognized it in the smoking room, there was such a room in Kiev, and in the next project, where customers drank coffee and chatted. Simple sales, ordinary, go on stream at assistants. I look at my tags and start monitoring the latest distributors, and news on the Internet (it’s not necessary, but it’s not bad to know at least something about what you want to sell).
and so some kind of new sound card appears, external, I’m phoning distributors for whether I can get it? I get a positive response. Then I call the client and say (not a verbatim dialogue):
- Hello, I remember you make sound?
- Yes
- I was thinking, maybe you will be interested in% devicename%?
“Oh yes ... I read about her recently, but what can I do?”
- Well then! For OUR customers, we are trying!
Bam! Pecked. Further games with prices, so as not to be a cloister and not to shod a client. It turned out that we are supposedly a management team, we remember and think about it alone! Wow! Can you imagine In fact, we spent more on this transaction than earned, but the client became OUR and only after that brought more people. Although at that moment when he was a potential client, I was not at all interested in what he was talking about. But I listened, wasting time on it. As a result, the relationship turned out to be almost friendly.
Sometimes information popped up in the communication that, for example, client X has a daughter of 14 years old. Hmm, in such cases, I generally rolled up adventures ... I made a card, on it a set of numbers, a code or ID. The code naturally saved. I call the client closer to any holiday and say:
- Hello! I was thinking here, and if you want to give your daughter a present, you can surprise her. We have special gift cards! You just come to us and pick her up. If suddenly there is something suitable in the store, then you can come in the morning, pay for a card, or purchase, and then bring your daughter.
Also an interesting point. These are doubles, Bundles, as they are also called. And then they are up to feedback? And besides. Very often I called customers and talked about these or those new products. But ... Big but. I presented it with different sauces. For example:
Calling a customer> new external Hards> but they are sold together with card readers> oO> Yes! But the price is reduced, and most importantly, to you, as OUR client, I can upload my media to this screw. so to speak to share the accumulated music collection.
It is important to observe one caveat - DO NOT SELL it! In view of the absence of a legislative platform in such cases, it is enough to create a file signed with an ordinary gpg key, it’s free, and upload the file to disk, and leave a copy for yourself, it will store information that the material was provided for review + the date the file was created. But this is more necessary for you, so that if something were covered up ###.
I used tags in my database, sound processing, daughter, or something else that can give information! this is the 4th point of my panacea. Tags, brief information about the type of activity that will give me an idea of what this person can offer. And it’s not necessary that this product be on the shelf of your store!
I spoke there was one more moment, it is Time for calls! This is the 5th fad. Every day, closer to the evening, so as not to distract yourself from routine tasks, new sales, etc. I rested for 30-40-60 minutes to free my head, and set to work with my mega contacts account. Yeah today is Friday, who is on Friday. I chose n the number of phone numbers, and it started!
SPAMER damn it! - you say. Oh no what are you! One of the important features that I did not mention is the HISTORY of the customer’s purchases. I led her too. And I saw when and how much people bought. Naturally, I would not call him the next week and offer something, without a special case. Although this happened. Plus, round-trip (calls) of clients for the holiday periods did not start long before the holidays, they just called and said that we would definitely have something tasty for OUR clients on holidays, keep in mind. And even those who did not have time to call on holidays, they called back themselves.
Wow, how much work! Are you a monster
No, I'm not a monster, and it's all more than real! This is my practice! The most difficult thing is to keep track of customers and keep track of their purchases. In this regard, stickers, sticky notes, yellow ones saved me, because the comp was not always at hand, but the stickers are always in your pocket (well you can not sticky, the main thing is not to lose). And then in his spare time, at the end of the day, he sat down and entered his customer base. I have never written the exact computer model in history, this is not necessary. General information will be sufficient.
Another point that I did not mention is the customer card. A very unnecessary card that has a client ID, that's all. But under it and under this ID, you can eventually fasten the purchase history in the i-shop, website, come up with a discount system, if necessary, and come up with a lot of things. But all this is not her main role! The main role of this card is that the client belongs to something! And I used to make 3 types of cards. And for some clients it was warmed that he was a VIP client, and he returned to us again and again.
And so I'll try to knock it all out briefly.
my feedback model.
Rules:
1 to make the client understand that he is important
2 Contact cataloging
3 callbacks, under any circumstances
4 Use of customer information
5 Calls to the client at a specific time.
Tools:
Address book - there can be anything that can put a lot of information, a local browser program, UI program, XL, Google Docs
Work phone - preferably 2-3-4 that is convenient for customers, different operators and etc.
Methods:
Friendly communication : as if in a friendly manner (requires the ability to play in the absence of open nonsense).
Constant, periodic status reminders : You are our client!
Account of the history of customer interactions.
Game on the type / status / position of the client.: very often it was necessary to play on the fact that the client would apply to layer X, and play along, the simplest example, on the VIP a specific game was in the direction “the cool have APple and the newest and pathos”
And now a little more about the mechanics. After Kiev, I worked on a new project for an online store in Dnepropetrovsk. Not the capital but still. The first two months I was mainly engaged in sales, excluding feedback. Accumulating a customer base. And after he delegated part of the authority, he went to work under feedback. Sometimes I even met with clients over a cup of coffee. I must say right away that there were also difficult customers, but if you were planning to go into sales, keep in mind that you should be sociable.
And so the beginning of the 2nd quarter of 2008 was the start, after the quarter we made 100% of sales. But in the 3rd quarter of 2008, we made 100% sellage + 40% (from the 2nd quarter) of sales from feedback. It provided that I and assistants were engaged in sales, only 3 people. The point is not about total earnings, but that ~ 40% of additional sales in the 3rd quarter were built on competent feedback. In addition, consider the e-shop was not all-Ukrainian!
I will also say that in fact the main work was reduced to the ability to speak actingly, play along with situations, and account for clients. Communication + information is 80% -90% success. Working with small things, such as remembering that the client has a daughter ... and so on, is also very, very important. And I was sooooo tired, in addition to sales, the organization and planning of advertising campaigns hung on me (this is generally a separate conversation)! But the exhaust from this was in the salary.
The online store must have an Account manager , and if this person also knows the product and knows how to sell. pff ... yes then you will tear all. Because it is the Account manager that serves as the bridge that will prevent the online store from forgetting the customer after the purchase.
I gave in the post only an insignificant part of what was. I mean the methods of communication with customers and the methods of creating offers for them. But the text would have turned out even more.
! Business is paperwork © (in my opinion it said Rockefeller)
this entire topic came out of reading this topic -> " Trivia decide everything " - so if it will be interesting, and my topic you at least a little bit like, I will write about the little things, why they decided everything in my work.
Respectfully to Khabravchans and thank them for karma!
PS sorry for unstructured text. But live I communicate 100 to 1000 times better =)
UPDATE I sincerely apologize for the style of presentation !!!
UPDATE 2 Thanks for the karma, transferred to the blog "Learn to work."
UPDATE 3 How much topic already weighs ...)) can I tweet my own here? Fallawmi MI
UPDATE 4 Continuation They say on the New Year, everything always happens, everything always happens, sales are obtained