Care about your customers.
Fromm, a famous psychologist, said: "For many unnatural things in the world, each of us bandaged our hearts. All problems can be solved by heart. " This sentence gives care a best annotation. Yuan has a deep understanding of this. In a lecture, he told the following story.
A murderer was sentenced to life imprisonment and sent to prison. Because he was sentenced to life without parents, wife and children, no visitors and no hope, he lived alone in prison and didn't say hello to anyone. Plus, he is strong and fierce, and no one dares to provoke him.
One day, a priest came to the prison with candy and cigarettes to express his condolences to the prisoners. The priest met a life prisoner and handed him a cigarette, but the prisoner ignored it. The priest comes to pay his respects every week and gives him cigarettes every time. The killer didn't respond. After this lasted for half a year, the prisoner took the cigarette, but he remained expressionless.
A year later, once the priest brought a box of coke in addition to candy and cigarettes. When he got to the prison, the priest found that he had forgotten to bring the bottle opener. Just when he was at a loss, the prisoner appeared. Knowing the priest's difficulty, he smiled and said to the priest, "It's up to me." Then, he opened a box of coke with sharp teeth.
From then on, the prisoner not only talked and laughed with the priest, but also accompanied and protected the priest automatically when the priest comforted the prisoner.
This story tells us that sincere care can affect everything, even a desperate prisoner will still be moved. Once an unfortunate person finds that someone cares about him, he can often repay the other person with double care.
Dale Carnegie said, "Always care about others sincerely. You have made more friends in two months than those who just want others to care about him in two years. " Those who don't care about others and only want others to care about themselves should always take this sentence to warn themselves.
After listening to Yuan's lecture, the salesman of an automobile company usually takes 3-5 hours to demonstrate the operation of the automobile in detail after each transaction and before the customer picks up the goods. The salesperson said: "I have seen some salespeople just hand a user manual to a new customer and say,' Take it yourself.' Among the people I met, few people can understand that such a recreational vehicle can be operated only by hand. We hope customers can satisfy our concerns to the greatest extent, because we expect them not only to buy in the future, but also to introduce some friends to buy cars. A good salesman will say to his customers,' You are welcome to call me 24 hours a day. If you have any questions, please call my office or home. I have been waiting. We are all proficient in our product knowledge. Once a customer has a problem, it can usually be solved by phone. If it really doesn't work, they can contact others for help. "
Yuan said: "You should remember: care, care, care again. What you have to do is: provide your customers with the best care and make them feel guilty about cooperating with others! A successful marketing career is based on this concern. "
Don't discriminate against customers, and don't judge people by their appearances.
Yuan told me never to discriminate against anyone. Salesmen sell not only products, but also services. You turn down one person, you turn down a group of people, and your customer base will become narrower and narrower. Experienced salespeople have proved the correctness of this proverb with countless stories.
In Yuan's lecture, a case was mentioned:
One day, while Tom Hopkins, a real estate salesman, was waiting for customers to come to his room, Jill passed by and came in to say hello. Not long after, an old car drove into the driveway in front of the house, and an old and untidy couple walked to the front door. After Tom warmly welcomed them, Tom Hopkins glanced at Jill out of the corner of his eye. He shook his head, made a clear expression and said to Tom, "Don't waste time on them."
Tom says it's not in my nature to be rude to people. I still treat them warmly and treat them with the enthusiasm of other potential buyers. Jill thought I was wasting my time and left angrily. Since there is no one else in the house and the builder has left, I don't think I can offend anyone. Why not show them around the house?
When he showed the two old people around, they looked at the elegant interior of the house in awe. The 4-meter-high ceiling made them dizzy and breathless. Obviously, they have never walked into such a luxurious mansion, and Tom is glad to have the right to show the house to the envious couple.
After seeing the fourth bathroom, Mr. Wang sighed and said to his wife, "Think about it, a house with four bathrooms!" " Then he turned to Tom and said, "For many years, we have always dreamed of owning a house with many bathrooms. "
The wife stared at her husband with tears in her eyes. Tom noticed her holding her husband's hand gently.
After visiting every corner of the house, they returned to the living room. "Can we talk in private?" The gentleman asked Tom politely.
"Of course." Tom said, and then went into the kitchen so that they could discuss the matter alone.
Five minutes later, the lady came up to Tom and said, "OK, you can come in now."
At this moment, a pale smile appeared on the gentleman's face. He reached into his coat pocket and took out a broken paper bag from it. Then he sat down on the stairs and began to take out stacks of banknotes from the paper bag and pile them neatly on the steps. Please remember: this happened in that era when there was no cash transaction!
"Later, I learned that this gentleman works as a foreman in a first-class hotel restaurant in Dallas. For many years, they saved tips by scrimping and saving. " Tom said.
Shortly after they left, Mr. Jill came back. Tom showed him the signed contract and gave him the paper bag. He looked in and then fainted.
Finally, Yuan concluded that don't judge anyone first. An experienced salesman should know this and don't judge a book by its cover, which is especially important in the field of sales promotion.
Excellent salespeople always treat non-customers like customers. They are very polite to everyone. They regard everyone as an influential person because they know. Orders often come from unexpected places. They know that what they did ten years ago may become the business now.
For an excellent salesperson, there is no such thing as a nobody. He will not reprimand the waiter for the delay in serving food in the kitchen, nor will he reprimand the front desk staff for the delay or cancellation of the plane. He is polite to everyone. Excellent salespeople are equally respectful and polite to the workers pushing lawn mowers and the president of the company that makes lawn mowers.
One of Yuan's clients is a wire and cable salesman, and he has a good relationship with the executives of the client company. Every time he goes to the company on business, the first person he meets is the receptionist of the company. She is a very organized and efficient young woman. One of her jobs is to be punctual for appointments. Although she is not a buyer, let alone a decision maker, the salesman has always been very polite to her. Even if the appointment is postponed for some reason, he won't complain endlessly like a general salesman, just wait patiently; He will not mention the name of the executive vice president he is going to visit to show his importance. He always thanks the receptionist for her help and never forgets to say goodbye to her when he leaves.
18, the receptionist became the executive vice president of the company. Under her influence, her company became the biggest customer of wire and cable salesmen.
Pay attention to every customer.
When Yuan first went out to sell, he made up his mind to visit every customer every year. Therefore, when Yuan sold life insurance worth 10000 yen to a geology student in his hometown university, he signed a lifelong service contract with Yuan.
In fact, customers, big or small, should be treated equally. Every customer deserves your wholehearted service. In the insurance industry, you have to do this. This is also one of the characteristics that distinguish insurance company agents from agents in other industries. But as far as selling products is concerned, all industries are the same.
After graduation, this geological major entered the geological industry, and Yuan sold him insurance worth 1 10,000 yen. Later, he moved to another place to work, and it was the same wherever he went. Yuan contacts him at least once a year. Even if he no longer buys insurance from Yuan, he is still a lifelong customer of Yuan. As long as he can buy insurance, Yuan must take pains to provide services for him.
Once, he attended a cocktail party. A guest suddenly had a seizure. The young man who had learned a little nursing knowledge volunteered to save the guest's life. The guest is a multimillionaire, so he invited the young man to work in his company.
A few years later, the multimillionaire intends to borrow a large sum of money for real estate investment. He asked the young man, "Do you know anyone who is related to a big insurance company? I want to borrow some money. "
The young man suddenly remembered Yuan, called him and asked, "I know your insurance business is very big. Can you help my boss? "
"Is there any trouble?" Yuan asked.
"He wants to borrow 20 million yen for real estate investment. Can you help him? "
"yes."
"By the way," he added, "my boss doesn't want any local people to know his actions, which is why he likes you. Remember, keep it a secret. "
"I know, this is the consistent principle of my work." Yuan explained.
After hanging up, Yuan made several calls to the insurance company and arranged for one of them to meet the businessman. Soon after, Yuan invited to visit his general yacht. In the afternoon, I sold him yuan insurance worth 20 million yen. So far, this is the biggest business Yuan has ever done.
Pay attention to your small customers and provide them with the same service as big customers, without discrimination.
Every customer, big or small, is your God and should enjoy the same service.
Small customers develop slowly, and one day they will succeed and become potential big customers.
Small clients will introduce you to some rich people. Thereby bringing big customers.
John dewey, the most learned philosopher in the United States, said: "The most profound driving force in human hearts is the importance of hope." Everyone comes to this world with a desire to be valued, cared for and affirmed. When you meet his requirements, the aspects you value will glow with great enthusiasm and become your friends.