Today, let's talk about five details that education and training institutions must master in enrolling students, so that managers can improve the professional ability of consultants and let more parents sign up.
1. About appellation
Pay more attention to "you" rather than "you" during the conversation. Many consultants will have this idea: it feels strange to call the customer "you", will it call the customer old? Everyone goes to the store to buy things. A shop assistant came up and asked, What do you need? Another clerk asked, What do you need? Which do you prefer? Using honorifics can make customers feel respected and willing to continue to communicate with you.
Psychologically, say more "we" and "we" and say less "I". When the consultant talks about us, he will give the client a feeling that this person is standing with me and thinking from my perspective. Although we, we only have one more word than the word "I", it makes people feel close and brings you closer to your parents.
2. Change different conversation styles with different customers.
Many consultants know this, but they don't know what to do when they meet different clients. The most difficult thing to teach is flexibility, which many managers think can only be understood but not explained. Consultants need to pay attention to it first, and understand the customers first, and don't start fooling and chattering as soon as the customers come up.
It is advantageous to fool customers at some time, but if a consultant who can only fool customers is difficult to maintain good sales performance, and at this stage, many customers have seen all kinds of tricks, then when the consultant talks endlessly, customers have begun to dislike the consultant.
Those salespeople who are good at asking and listening to questions to guide customers and adjust their speaking speed and style according to different customers will eventually become excellent salespeople. Clients are slow, and consultants need to be more organized and list their problems and solutions one by one. Customers are impatient. They should solve their most concerned problems first, and then tell them that this problem can be solved, how to solve it, what information needs to be provided or what problems need to be solved first, and so on.
Don't ignore customers' problems.
Never say "I haven't heard of it at all" or "This is the first time this kind of problem has appeared" to the customer's objection, which will make the customer disgusted. Don't think it's nothing to say this. Tell you a fact. After many comparisons, my friend decided to report to a training institution for her children and wanted to make a final confirmation. So he asked the course consultant of this institution: "Your teacher was late for the last audition. Will it be like this often in the future? " The customer service staff immediately said, "This teacher was late for the first time, and you just caught up", which refreshed my friend's three views. This answer seems to be saying. The reason is that the counselor's attitude at first was that my friend picked on her, and she instinctively resisted this kind of trouble and protected her company.
Therefore, when customers ask questions, don't think that customers are looking for trouble. What parents really care about is whether these problems will affect their children's study, which shows that parents have decided to study in your school and just want to make a final confirmation. There are two points to explain to parents at this time. The first point is to tell parents that the problem is not serious and has no effect on their children's study. The second point is to tell parents that we have solved this problem before. We solved it by xx method. It's been half a year since the last time, and this has never happened again.
4. Spend more time on those dissatisfied customers.
If a registered customer complains to you that he is not satisfied with your company, you should thank your feedback and try your best to help the customer deal with his problem. A survey shows that only 10% of customers who are dissatisfied with your company say nothing, but they will come back to do business with you in the future! On the contrary, 90% of customers complained of dissatisfaction and finally got compensation and satisfactory service. They will still be your customers. When customers make requests, it is also an important moment to deal with the relationship between the company and customers. If handled well, customers will trust the company more easily. Therefore, customers must be able to contact you easily when there is a problem. The more times they call you, the more chances you have to keep them, make them your old customers and recommend new customers.
5. Track problems and help solve them
This is also for registered customers, who need to take the initiative to care about their children's learning and communicate with their parents. If they don't find any problems, and the customer asks his questions, they should follow up and solve them themselves. If you have to send the customer to another department, you must call the colleague in charge of this matter and explain the customer's situation. At the same time, call the customer to confirm whether the problem has been solved or not, and ask him what help he needs. If he really needs it, try to satisfy him. When dealing with these details, if you don't help customers solve their problems well, customers will naturally give their companies bad reviews, and it will be difficult for customers to renew their registration, let alone recommend friends. On the contrary, if handled well, this customer will recommend his relatives and friends to the company and get this free and reliable channel.