As a exchanged salesperson from Primapress in China to India, after three months of exchanging practical experience with clients and factories, I have triggered three thoughts. Below, I will use HUBOW agents in India as an example to provide specific explanations.
Hubow stated in the after-sales group that their item is broken and asked our engineers how to handle it. At this point, we need to do the following three things.
How to Enhance Professionalism Is the Core Key to Improving Communication Efficiency
Timely response to customers is necessary to avoid negative emotions caused by customers not receiving a response in the group chat. Proactively respond to any questions raised by customers in the first place, calm their emotions, and lay the groundwork for the next step of communication. This tests the responsiveness of salespeople, and in the future, more emphasis needs to be placed on their service awareness towards customers, which is also one of the manifestations of professionalism. The most important thing is to observe what the customer cares about the most in daily communication.
For example, this customer pays great attention to details and likes to use daily chat records to prove every word we say. This tests our professional and rigorous expression of relevant details. This not only reflects our deep understanding of the machine, but also allows the customer to feel our sincerity and professionalism in handling details, thereby deepening their trust in us. It is also crucial to strengthen the training of salespeople on product understanding in the future.
How to Quickly Find Suitable Communication Methods and Skills Is of Utmost Importance
Our ultimate goal is to quickly establish a communication bridge between customers and engineers, demonstrate our professionalism and timeliness to customers, deepen their trust in us, and increase customer stickiness. At the same time, it also tests the cooperation and tacit understanding among our internal employees, reducing communication costs.
This not only requires us to pay attention to the customer’s feelings in our communication with them and find a comfortable way of communication, but also requires us to create a good communication environment internally and adhere to the principle of mutual assistance to maximize everyone’s functional realization. So in the future, time should be spent on training at this stage, and employees of the company should deepen communication with each other. Only in critical moments can the most professional side be presented to customers, thereby enhancing the company’s position in the hearts of customers.
Clarifying Customer Needs and Clarifying Thinking Is an Important Step
Enhance one’s ability to solve problems. When a customer identifies a problem that needs to be solved, the first step is to clarify their needs and then organize their thoughts in a way that they are accustomed to. I usually like to create tables and present my clear ideas to the customer, so that they can quickly identify and modify the problem according to their needs. This not only reduces trouble for the customer, but also improves one’s work efficiency. Customers usually like to simplify the process and focus on results. In the future, one should spend a lot of time thinking about a work style that suits oneself, saving work costs while maximizing work productivity.
These three links may seem independent, but they are interrelated. The other two links in each link are essential, which precisely shows that completing a job does not rely solely on one ability. Usually, many links complement each other, and it is precisely the existence of these links that can test the problem-solving ability of salespeople. At the same time, people are constantly changing, and the environment is also constantly changing, so these aspects will also keep up with the times. This requires salespeople to have strong learning abilities to iterate and update knowledge, so as not to be abandoned by the times.
Therefore, more often than not, handling after-sales is like a warning, reminding us to constantly reflect on what we have learned from this problem and where we can do better after handling it.
