The so-called referral is also known as word-of-mouth spreading. First of all, customers are very satisfied with your services or products, then they will introduce your products or services to their relatives and friends. Because they are introduced by acquaintances, they trust each other more. In this way, your customer base will become bigger and your benefits will be better. Customer referral is the most important method of customer development, with the advantages of less time-consuming, high success rate, low cost, etc. It is the best quality customer expansion means for sales people. Referrals are the easiest way to sell in the world, and you have to make your customers into supernumerary salespeople.

I. The 3 best times to get referrals

1, when the customer buys your product;

2, when you do something for the customer, and the customer expresses thanks or appreciation for it;

3, when your products and services are recognized by the customer, you can ask the customer for a referral.

Classical words "Thank you for your trust in my company's products, successful people like you, there must be a lot of friends around, but also need our products, if there is please help me to do referrals, you can rest assured that, if he is not willing to buy, I will not be forced, how do you think?"

Second, do a good job of customer referrals of the four notes

1, the service than the customer is expected to be a little better, sincere customer service, customer satisfaction is willing to give you an introduction.

2, to allow customers to understand more about the value of your products and services, so that the value of customer referrals out of the value will be more, the success rate will be much higher.

3, let the customer in the referral to get a little more benefits, the development of customer service program. Designing a program that gives back to customers is a great way to attract more referrals.

4, do not belittle the power of customer contacts, not to the value of how much customers spend. Sincerely for the customer service, and firmly believe that the referral is a matter of course.

The next-door neighbor was so busy that I got him drunk before I knew why. The reason was that he had followed a public website called "Salesmanship" before I did! I feel that life is full of routines.

Three, different types of customers 4 kinds of coping strategies

The first kind of customer: do not want any benefits, you referrals

This kind of customer is very like to make a splash, good to show themselves, like honor, then we will seize every opportunity to let him give a good performance of their own, such as the company opened the product explanation will be the time to let him speak a few words on the stage and then to give him an honorary award and so on. Honor Award and so on, give him more opportunities to perform, let him enjoy. But this kind of very forgetful customers are very few, if you meet this kind of customer is too lucky, this is the so-called gold customers.

The second kind of customer: very realistic, to monetary benefits

Very directly with him to talk about how to give him the benefits, as long as your conditions to make him satisfied, he is in the interest of the temptation is very hard to give you referrals, at the same time, the amount of the first type of customers than the poor. In fact, the reality of many of these people, I'm afraid that he did not and you clearly put forward the benefits, but also do not introduce you to new customers, some people will take the initiative to ask you for the benefits, then take good care of it, so that he was satisfied, so that your work is much easier.

The third kind of customers: neither honor nor money

This kind of customers to you to introduce the amount is not very much, is not very attentive to introduce you to new customers, he must have something you need to help, may be successful in introducing a few customers, will politely tell you, what he has been difficult to solve, I hope you can help him a favor. If you refuse or say that you can not do this thing, he may be with you on the face, you if he wants you to help him do things to make him very satisfied, then he will remember you, grateful to you, he will always keep this relationship with you, as long as you maintain this relationship, he will always give you referrals, although the amount of small.

The fourth kind of customer: what requirements are not, simply make friends with you

He gave you referrals, purely out of the relationship between friends to help you, he will not be specialized to you referrals, he is encountered to see the right only to refer this person to you, encountered on the introduction, encountered even though it is not. This kind of customer you have to do a good job with him, do not treat him as a customer, to treat him as a friend.

Four, strengthen the late maintenance, activate the old customers

(1) establish a good customer file

In order to enhance the effect of referrals, the classification is an important part of this is also the difference between high and low level of corporate customer filing.

Customer file content: customer's name, gender, hobbies, personality, age, birthday, family situation, occupation, income, contact number.

Transaction file content: insurance: life insurance, property insurance, group insurance; food and beverage card amount, the date of application; beauty products: product details, date, quantity; rice industry: date of purchase, consumption cycle; detailed list

(2) keep in touch

Often take the initiative to contact the customer, so that the old customers feel respected, while letting the customer remembers the company and become a friend. Common methods:

Giving birthday and holiday gifts. In the customer's birthday to send flowers and greeting cards to customers outside the fine. For doing the middle and high-end customer base needs more detailed service, such as in the customer's birthday at the same time also gifted their family gifts, beyond expectations. For large customers, behind the extensive circle of contacts, business volume is also amazing. Therefore, the preliminary customer file must be detailed, sub-file is also very critical.

Invited to participate in various company activities, such as thanksgiving annual meeting, customer association, organization of tourism and other ways to give gifts at the same time cleverly allow customers to provide help referrals, are not lost as a very effective way.

Publications. Regular gift of corporate publications, so that customers can witness the growth of the enterprise, and constantly enhance the sense of trust in the enterprise, but also invariably increase the company's sustained attention, so that the customer interpersonal circle of business needs, the first thought is their own. So the highest level of referral is: let the customer get used to our services.

After-sales service is an important factor in the referral of old customers, in addition to providing regular routine maintenance, we need to increase the "value" return. Be sure to track regularly to understand some of the progress of the customer, through the phone oh, door-to-door visits, activities and other forms of initiative to ask the customer situation, and do a good job of following up accordingly.