Do you understand the true meaning of the customer?

Oray is a well-known domestic network software company with a sales network all over the country. Mr. Liu, the sales manager in charge of the Shanghai company, is a friend I met a few years ago. He is responsible for the performance management of the sales department in the company. There are more than a dozen telemarketing teams. This year is also preparing to continue to expand. The company's products are mainly based on dynamic domain names, including a series of network products, including mailboxes, intelligent website building, server monitoring and other products, is a typical one-stop network service provider.

This month's performance is not very satisfactory, and most of the time has passed, and the performance has only reached half. He was very anxious and asked me to give training to their telemarketers. I hope that the content of my training will focus on how to develop customers and how to do consultant phone sales as the main content. Because he found that their sales staff will only sell the product dynamic domain name, but other products are the main products to help increase sales. And he believes that cutting from one product and bringing out more products, such sales skills should be the problem that consultant sales can solve.

Where is the root of the problem? Is it just a lack of a range of sales that can further expand sales, so-called upselling and cross-selling consulting sales technology? According to Manager Liu's feedback, most of these dozens of people are telemarketers with more than three years of sales experience, and it is said that they have also undergo professional sales training. Do they not understand such simple sales skills?

At the beginning of the training, the first question I asked Liu Manager and all the students was: “How do you understand the concept of “customer”?”

After five minutes, the student’s answer came out.

It is simpler and more common: "Customer is God"

There are other, such as

“Customers are the people who buy our products or services”

“Customer is the person who sent us the commission”

"Is it really?"

I started asking them again: "Which of you are the account manager, please take out your business card?"

A Mr. Liu took out his business card and gave it to me.

"Xiao Liu, how do you read the English in this position?" I asked him to read it.

"AccountManager"

That's right, this is the key to the problem.

Having said that, I have seen the years when I worked at officedepot.

At that time, I was the head of the direct-reported telemarketing department. At the end of each year, we will follow the departmental budget for next year, which is the department's ROI budget. Including the decomposition of performance indicators next year, market cost investment analysis, etc., one of which is more important is the development indicators of new customers and maintenance indicators of old customers. Among them, the new customer is called “customer”. Our definition at the time was that the new customer was introduced in the previous month. This customer was included in the “customer” indicator. From the second month onwards, if the customer continues to consume the same product or expand the purchase amount, then the customer is listed as “Account”.

In foreign companies, there are generally two people who do sales. A group of people to do new customer development, the target audience is mainly unstable new customers, namely Customer. The position is called BDM (BusinessDevelopmentManager). There is also a group of people who specialize in customer maintenance. The object is Account, and the position is called AM (AccountManager). Its purpose is to continuously tap the potential of customers, keep in touch, keep on renewing fees, and effectively expand sales, including up or cross sales. .

You will definitely ask, the same customer, why one is called customer. One is called Account.

I believe that until now, many sales with their own business cards do not know the true meaning of this title, including many sales staff of foreign companies.

In fact, the mystery lies in the English meaning of these two words.

Customer means the meaning of the customer, that is, the person who buys your product or service. More used in the retail industry. That is usually the case of some unstable, one-time traders.

The English translation of Account means "account".

Original "customer" = "account"?

Yes, this is the true meaning of the customer.

For the sake of understanding, I will use the example of an email address.

I have a 163 email account. The username is sellconsulting. At the beginning, I registered for the application of the mailbox, and later NetEase developed other products, such as paid mailboxes, forums, blogs and so on. I naturally started using other services of 163.

Of course, you can also leave a message on the forum on 163.com, but if you don't register as a user, you can only log in as a visitor, but you may not be able to browse other authorized posts.

In fact, in our daily sales work, this is not the case.

You may have developed many customers. Some people only have one transaction with you, they can only be called "visitors" or "customers", so they can only say that you are "customers", but can not say that he is your "customer." The so-called customers are those who can keep a long-term relationship with you, trust you very much, and you can provide him with valuable products or solutions through such trust. This is the wealth of you and the company. Each customer is like your bank account. As long as you manage it, he will continue to bring you more wealth.

Therefore, whether a salesperson treats a customer as a cutomer or a customer as an account, different concepts will directly lead to sales behavior. If this mentality is not squared, just develop the customer as a one-time sale. Then, of course, the result is that only one product will be sold with the customer, and the other needs of the customer cannot be dig deeper.

In short, mentality and concept are the basis of sales, and the concept of treating customers is not right. Even if the sales skills of the world are given to your sales staff, it will not help.

Briefcase

Professional business briefcases are essential companions for business professionals. These briefcases provide ample storage space for your laptop, folders, documents, and other essentials. Made from durable materials, they ensure long-lasting use and protect your valuable items. With well-designed internal structures, including various pockets and compartments, you can keep your belongings organized and easily accessible.

Our professional business briefcases collection covers a range of styles and designs. Choose from classic leather briefcases for a professional and sophisticated look, or opt for modern and fashionable nylon or canvas briefcases for a vibrant and contemporary feel. Whether you're attending business meetings or embarking on business trips, these briefcases cater to your needs. Their design details and craftsmanship make them confident expressions and embodiments of your professional image.

By purchasing our professional business briefcases, you'll own a high-quality, practical, and stylish work companion. These briefcases not only serve as functional storage tools but also play an important role in showcasing your professional image and business demeanor. Whether you're a corporate executive, lawyer, consultant, or entrepreneur, our professional business briefcases will enhance your confidence and style in your business activities.

Minimalist Leather Women's Handbag,Chain Genuine Leather Women's Shoulder Bag,Premium Custom-Made Genuine Leather Women's Bag

Guangzhou OMTER Leather Co., Ltd , https://www.omterleather.com