The performance of our stores only comes from two types of customers: that is, new and old customers, according to twenty-eight law, 20% of the people brought about 80% of the proceeds, so repeat customers are the God of God. A large number of loyal customers is the cornerstone of long-term stable development of the store. Maintain a good relationship with the old customers, cultivate the trust and loyalty of the old customers to the store. Good reputation is spread by the old customers, and strive to introduce new customers to old customers, the store's business will never end. Old customers who feel satisfied and loyal to the store's products feel delighted and proud of their choices. So they can also consciously and unconsciously boast to friends and family, recommend their own brand products and the satisfaction of the service. A loyal, old customer can influence 25 consumers and induce 8 potential customers to generate buying motivation. As long as the maintenance of old customers, old customers will be able to bring a steady stream of new customers shop. Then you have a steady stream of business. How to do the old customer service too! Offside juvenile equipment business strategy and experience over the years to tell you: kind, kind, kind. At first glance, I feel not very good. People always associate honestly with weakness, but in fact, the so-called kindheartedness is genuine. Like the principle of being human, we also pursue sincerity. Only in this way will more people love and trust you, you will win more. First, each store can create a detailed customer profile, (only the smallest to see the truth); A, remember the customer's face, the other side of the characteristics of the memorized as "acquaintances" When we say hello in addition to "Welcome" In addition to greeting a few words outside: "You have not come for a long time, today is really beautiful, your baby has grown taller, busy lately ?, etc. Not only can customers familiar with, you can also understand customer information. , Remember the customer's name, greeting greetings, it is natural to chat, and naturally allow customers to apply for membership points fill in the form, the next member again to call out the name of the member, so that customers feel much respect. My name tells the other party, "Please feel free to find me." Now you can use the computer system to organize customer information into a structured database, you can create a detailed customer profile information. Database information includes: A: the general old and new customers Information such as name, gender, age, address, telephone, etc .; B: transaction information: such as orders, consulting, complaints, etc .; C: frequency of transactions: weekly, monthly, E: customers' acceptance and response to promotion information, etc .; F: customers are classified and their purchase frequency is high and their amount is high, and they are categorized into categories A and B. Customer build emotional channels The reason why old customers are loyal to your shop because they not only have a rational preference for your products, but also a more emotional attachment. So shops in providing customers with quality products and services in the process , But also to be customer-oriented, the customer as a friend of his life to treat, and use the emotional investment into their loved ones affection and care, in an effort to establish and customer "forever" customer relationship established with the old customers Emotional channels approach: 1: telephone greetings, but need to pay attention to the tone and language, do not allow customers to think you are only for his pocket money to give him a telephone greeting; Warm information tips: such as weather changes, store promotions, new products Information and holiday greetings, etc .; 2: birthday presents and greeting cards, so that customers feel a surprise. The best surprise by surprise, so that customers Feel respected, and feel the store, so as to create a sense of goodwill and trust; 3: souvenir from time to time; 4: the situation may be, you can hold some networking parties to express their love for the old customers, deepen the emotional ties between the two. Of course, the store must have a treasure to stay VIP service customers; to share more shop management strategy, immediately pay attention to the off-age juvenile equipment It!
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