Global Interaction & Understanding - A Personal Journey : No.31 フォローアップ

先日、韓国のソウルに行ってきました。１０か月ぶりの訪問でしたが、中国人旅行者が急増していることに驚きました。中国経済の減速感はそこにはありませんでした。

中国語を話す店員や呼び込みはが増えたことは勿論のこと、デューティーフリーショップでは、中国人に人気の化粧品やお土産品コーナーが拡張され、人気のない紳士服コーナーはほぼ消滅状態。ネクタイさえも買えませんでした。

さて、Ronさんの自叙伝の営業に関する記事はこれが最後になります。

次章以降は、世界中を駆け抜けたRonさんのビジネストリップの話になります。そこには、大変な事件も。。。

STEP #11 OWNER FOLLOW-UP:　顧客のフォローアップ

Owner follow up (after the sale follow-up) is extremely important for the salesman, as it will make his job easier in the future.

その目的は
(1) He will insure the customer is satisfied with him. (2) He many get repeat business from this customer. (3) He may get referrals from his customers. (4) He can use his satisfied customers as testimonials. Simply, it will help make future sales easier.

礼状の送付
After delivery, the salesman should mail a thank you letter to the customer with the photograph taken during the delivery. Transfer all relevant information from the customer contact planner system to the product owner follow-up system. Now days, this can all be done by computer and the computer will tell the salesman when and why he should contact the customer next time. There is very good customer contact management software on the market that is very inexpensive.

引渡し一週間後の電話連絡
One week later the delivery, the salesman should call the customer to insure the product is being used correctly, and if there are any problems.

定期的な連絡
The salesman should regularly contact the customer (every 3 months to a year) to maintain contact. The salesman must determine what is appropriate and learn from how the customer reacts with each contact. Does he appreciate it or dislike it? If he likes it, you can not only create a good referral source but build a friend as well. If he dislikes the contact, maybe fewer contacts or contact by mail would be appropriate.

「おたくの製品良くないよ」と言われた時の対応で分かる営業の資質
Some people love selling and some hate it, and there is a lot of psychology is selling. If a customer says to a salesman that his product is no good, the salesman can react in three ways. He can say, “No it isn’t”, and get in a fight. He can say, “I know. How did you find out?” and lose the sale. Or he can ask the customer why he says that. The customer may know something that the salesman does not. The customer will have to justify his statement. Most of the time, it is based on wrong information or not based on any facts at all. In this example, and in many others, the salesman has to control his emotions, and some people can’t seem to do it. If you can handle the rejections and still maintain positive, you can continue to do the activities in the selling process and be successful in selling.

ものを売るだけでななく、奉仕する
I have built many careers in teaching this selling process worldwide and with its success, this seminar has provided me the opportunity to travel to well over 60 counties globally. It would be the vehicle I would use to bring the world together, as I would be teaching sales people to not only sell to the world, but serve the world as well.




Uploaded by Nobi Saito

Global Interaction & Understanding - A Personal Journey : No.30 製品の引き渡し

STEP #10 PRODUCT DELIVERIES: 　製品の引き渡し

At the product delivery, the owners' manual or user guide (operations & service schedule) and warranty should be explained. This is the case for vehicle sales or any product with a use explanation.

引き渡し時のサポートを通じて新たな信頼関係の構築
For hardware accessories, selling to a national distributor, it is very important to discuss with the customer the delivery schedule and when the customer can launch the product in his country. Through their coordination, the salesman can offer product launch support, salesman product knowledge training and other merchandising ideas. Here again, this is all trust building activities. It adds value to the relationship.

In the case of a vehicle sale, after pre-delivery inspection (PDI) is completed by the technician, the salesman should receive the vehicle from the service department. The delivery is vital for continuation of business with the customer, as it is the Meeting & Greeting stage for the Service and Parts Departments in the case of a vehicle sale. This is also true for any type of equipment, which needs periodic maintenance and service.

After receiving the vehicle from the service department, the salesman should then go through his own inspection checklist to confirm everything works correctly.

The salesman should then call the customer and invite him to come to pick up the product. A presentation of the product operations, service schedule and warranty should be made. The customer should be introduced to the Service Manager or a Service Advisor.

顧客、製品および営業を入れて写真撮影
Finally, a photograph of the customer, product and salesman should be taken. Three copies should be made, one sent to the customer with a thank you note, one for the salesman's files and one for a testimonial album or customer wall.

顧客との写真撮影は、日本人としては違和感を感じます。対象国の習慣等を考慮して実行しましょう。もちろん顧客の顔を忘れないためには役立ちます。



Uploaded by Nobi Saito