Salespersons often encounter such a situation: After sending several messages for several days, the customer has no news at all, and they do not reply at all, and the salesperson is confused-why the customer disappears after chatting?
Although this is something that salesmen are not used to, and we can't force customers to respond, we must actively look for our own reasons, analyze customer needs and goals, and then follow up on the next step.
01 Why doesn't the customer reply to you?
First of all, we must understand the reasons why customers do not respond:
1. Does the customer have a holiday?
2. Do you respond to all the points that buyers are concerned about?
3. Is the price not attractive enough?
4. Has the buyer already selected other suppliers?
5. Is it the buyer's next negotiation strategy?
6. Are there no outstanding advantages or benefits?
7. Is the customer just collecting information?
It is recommended that you first clarify the above points, and have a general understanding of the customer's follow-up situation, so as not to be too panicked.
After analyzing the customer, any follow-up is based on the understanding of the customer. Ultimately decide how much time and energy we can allocate to this customer.
Everything is the rule of twenty-eight!
In the process of follow-up, we must also grasp the frequency of follow-up. Follow-up too frequently and send emails aimlessly will be regarded as harassment by customers.
Because the information is useless to him, he doesn't want to talk to him or reply to your information.
When the customer is delayed in replying to you, you can investigate and analyze the customer's background, understand the customer's procurement needs, etc., whether it is worth your continued effort to follow up.
The following two steps are necessary for the salesperson to identify customer needs:
01 Identify customers and conduct background information surveys
02 According to the inquiry content and customer background investigation, do ABCD customer stratification
Specific analysis methods can use Google, linkedin, customs data, etc. to grasp the latest developments of customers and investigate customer background information.
02 How to improve customer response rate?
In the follow-up process, the mentality must be adjusted. The choice of cooperation is two-way. We analyze our customers, and our customers are also analyzing us, so we must make 100% efforts.
Assuming the ABCD stratification of the customers, we can analyze that this is not our AB-level high-quality customer, and then we can focus more on managing other high-quality customers.
If it is identified through background analysis that this is a very high-quality customer, then we can maintain this order by adding an email:
If there is no feedback after the product promotion email is sent, an email will be added every other week to ask whether the customer has received it. Whether the recommended product is of interest.
What needs to be reminded is:
First, in the pictures sent in each email, there is always a PS with my avatar. Second, when recommending products, we use our own product information, not the existing factory.
Remember the rule of 125:
Don’t send emails to customers every day, you need to have an interval, send it on the first, second, and fifth day. And experience has shown that most buyers will discuss the details only after 5 exchanges with you. For example, the template was sent, but there was no news. You can send emails.
You can refer to the following statement to send to the customer:
Round 1: Trust you have received our samples. Please let us have your feedback so we can proceed.
The second round: Please see attached our best offer for XXX based on the samples.
The third round: You can call to inquire at an appropriate time, simple greetings, and go straight to the topic.
You can also use the customer’s focus to attract customer responses. The
following are the success stories of our company’s business gods for reference:
Shelia, a salesperson who has been engaged in foreign trade for many years, contacted a customer via email, which aroused the attention of many colleagues.
Shelia talked about the experience of sending emails: I have verified the title and content of many successful emails, and tried every means to capture the valuable points or describe the points that would interest customers.
I found that the effect is surprisingly good. I have contacted some customers in the United States, Europe and other countries. I know that in general, customers in Europe and the United States are more direct and value efficiency.
Therefore, I have determined that the subject of my email is short and attractive. Generally speaking, it does not exceed 8 words. The subject is clear, the title is novel, and the content is relatively short, but the value points are basically reflected. After that, I was waiting for good news. After this reform, I found that the email response rate was much higher than before.
03 Follow up on the points that customers need to pay attention to
When a customer responds to our information, we must also provide timely feedback and follow up in time. Here are a few points that customers need to pay attention to:
a. Pay attention to the timeliness. You
must reply in time when sending out inquiries and emails. Timely response is an attitude that makes customers feel valued.
b. Stop speculation. For
details such as the size of the drawing and the color of the product, you must confirm with the buyer when you are uncertain, instead of continuing the follow-up work according to your own speculation.
d. Demonstrate professionalism. Demonstrate
team strength to customers, such as how long you have been in the industry and which major customers have worked with. These are precious conversations that can help increase buyers' trust.
e. Clearly organized.
This reminder has been reminded many times. When replying to the customer's email, you must point out the core points, and then list the details, concisely, and don't make a long story.
Where does good trust come from?
Interaction: Strengthen interaction and close relationships.
Follow up: Let customers see your efforts.
Products: price, packaging, features, testing, market trends, and strengthen the benefits that can be brought to buyers.
Company: Who are you? Advantages, major customers, markets, services, etc.
Personal: Professional, efficient, humorous, and differentiated.
Endorsement: Cooperation with well-known B2B platforms, old customers, and third-party certification.
By understanding the seller’s needs, analyzing the customer’s background in depth, and grasping the customer’s pain points, we can take the initiative from the negotiation or chat process.
Let customers trust us to reply to our information in time and get more orders.
In short, your purpose of contacting customers is nothing more than striving for a final deal. Don't just say "Why haven't you received your reply", "Did you receive my reply" and other vague words.
It is necessary to dig out the needs of customers in order to better prescribe the right medicine!
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