The Service Marketing Manual Enables You To Continue To Improve Your Performance.

The three stage of service is pre sale, sale, after sale.

Pre-sale service > four level of after-sales service: basic services, eager to serve, value for money, irreplaceable services.

The purpose of service is to let strangers become friends; from one-time consumption to continuous consumption and more consumption.

The definition of service: always pay attention to the needs and desires of all the people around us, and quickly meet all people's needs and desires.

What is the customer?

1. customers are the life of our company.

2. customers are the source of wealth creation.

3. the foundation of enterprise survival

4. protection of clothing, food and housing

Two, the importance of service:

1. services increase business value.

2. quality service is of economic significance.

3. market competition intensifies (micro profit era, high quality service determines customer orientation)

Three, the belief of service

Service is sales, sales is service, service is means, sales is the purpose:

A. if you don't care about customers and customers, your competitors will be happy to do so.

B. I am a service provider. I provide quality of service, which is directly proportional to my life quality and personal achievement.

C. my harvest today is the result of my past. If I want to increase tomorrow's income, I will increase today's pay.

D. the time to maintain the old guest rooms is to develop new customers' 1/6. Customers need to know about them because the service is deciding.

E. there are no customers who can not serve, only those who will not serve.

F. all industries are service and interpersonal relationships.

Four, diligently

Three ways to move customers:

1. take the initiative to help customers expand their business: at the same time, no one will refuse to help others expand his business.

2. do nothing to do with products: turn regular customers into loyal customers, become friends, lifelong friends.

3. sincere concern for customers and customers' families: (because no one will refuse to care) and turn customers into our business partners.

Five, sales documentary short message service rule:

1. make good use of tools (mobile phones, business phones, companies to set up computer short message platform.

)

Two

Classification, sending, sending and sending important messages, and rewriting messages.

3., it should be issued one day at a time because of the time and place.

4. intentions: personalization, vividness, differentiation, so that customers can remember you once.

5. perceptual writing and rational development. New friends send messages within 24 hours.

6. standby SMS:

A. has 20 incentives to grow.

B. blessing prayer 20;

C. customer service after sale 10 (to the company more valuable).

Six, the five advantages of service:

1. increase customer satisfaction.

Two

Customer turnover rate.

3. learn more about customer's past needs and current needs.

4. interpersonal relationships change from quantity to qualitative change.

5. more business opportunities.

Seven, resist the point of lifting seven steps:

1. is it a decision maker?

2. listen patiently to the resistance point.

3. first identify the customer's resistance point.

4. distinguish between true and false resistance points.

5., lock customer resistance point.

6. get customers' promises.

7., remove customer resistance point.