ग्राहकों के साथ काम। ग्राहकों को आकर्षित करके जोड़े
रिलेशनशिप मार्केटिंग, लॉयल्टी का प्रचार बिक्री के बाद सेवा, कंपनी के प्रमुख ग्राहकों के साथ काम करना
आपको जो मिलेगा:
रिलेशनशिप मार्केटिंग के सिद्धांतों को समझना
सीएसआर में सफलता से संबंधित सात मानदंडों का ज्ञान
ग्राहक की निष्ठा में बढ़ोतरी करने के तरीके
ग्राहक के साथ प्रभावशाली ढंग से संवाद स्थापित करने के रहस्य
ग्राहक की जरूरतों को तय करने के तरीके
इस कोर्स के बारे में
आपने अभी-अभी अकाउंट मैनेजर के पेशे में कदम रखा है या करियर में आगे बढ़ने के लिए एक नया विकल्प चुनना चाहते हैं? तो आप सही पते पर आ गए हैं, क्योंकि हमारा कोर्स दोनों ही मामलों में आपके लिए उपयोगी साबित होगा। ग्राहकों के साथ संवाद-व्यवहार स्थापित करने के लिए मैनेजर - वह व्यक्ति होता है जो ग्राहकों के साथ कंपनी के संबंधों के लिए जिम्मेदार होता है। आप उन मूल बातों पर विचार करेंगे, जिसके द्वारा आप रिलेशनशिप मार्केटिंग, ग्राहकों को लुभाने की रणनीति और तरीकों की बुनियादी बातों को सीखेगा।
अगर आपको ग्राहकों के प्रति अपनी कोशिशों में कोई कमी समझ आती है, तो चिंता न करें! इस कोर्स में आप लोगों के साथ संवाद की विशेषताओं का पता लगाना सीख जाएंगे, विशेष रूप से ख़ास और बड़े ग्राहकों के साथ, साथ ही साथ आप यह भी सीख जाएँगे कि उनके साथ एक भरोसेमंद और दीर्घकालिक संबंध कैसे स्थापित करना है। यह ज्ञान सेल्स प्रोफेशनल के लिए उपयोगी साबित होगा, उनकी स्थिति और पदोन्नति में उनकी मदद करेगा
कौशल जो आप प्राप्त करेंगे:
- कठिन ग्राहकों से निपटना
- फीडबैक प्रोसेसिंग
- बातचीत
- क्लाइंट पर फोकस
- आपत्तियों के साथ काम करें
कोर्स की संरचना
पाठ 1. Relationship marketing
In this lesson you’ll learn about the main principles of the relationship marketing. Today this strategy is very effective. We’ll tell you about the benefits of building long-term relationships with your customers, and which mistakes in communication you should avoid. You’ll also learn what it means to be customer-oriented.
Additionally, we’ll offer you seven criteria for evaluating the work of a customer relationships manager, as well as the responsibilities.
पाठ 2. Methods for improving your customer loyalty
We’ll discuss how to improve customer loyalty, and what to pay attention to in order to turn a random visitor into a loyal customer. Besides, you’ll be able to understand the purpose of the loyalty programs.
In the supplementary materials, we are offering you 10 effective strategies to improve your customer loyalty.
पाठ 3. Main principles and techniques of communicating with the customer
The approach of dealing with a customer depends on the customer type. This lesson deals with the main techniques of communicating with the customer. You’ll learn about different customer types, and how to deal with each one of them. We’ll share with you some useful phrases, to start a dialogue, and some tips for the body language during the dialogue.
The supplementary materials will offer you 15 key recommendations for effective communication with the customer.
पाठ 4. Identifying and creating customer needs
The key to successful sales is to meet customer needs. In this lesson you’ll learn how to identify these need. You’ll examine a list of questions that will help you understand your customer, and you’ll learn the algorithm for asking those questions.
Additionally, you’ll find 15 types of customer needs and ways to identify them.
पाठ 5. Negotiating with a customer
In this lesson, you’ll learn how to negotiate with a customer. You’ll learn seven rules to conduct them successfully. We’ll discuss the specifics of negotiations over the phone, we’ll look into main mistakes of this type of negotiations, and how to avoid them. We’ll discuss the structure of a phone call with a dissatisfied customer.
In the additional materials, you’ll find a checklist to prepare for a phone call.
पाठ 6. Face-to-face negotiations
A personal meeting has the most powerful impact on a customer. In this lesson you’ll examine the main rules of face-to-face negotiations, and learn to conduct them successfully. You’ll learn about the methods of effective reasoning and convincing, and you’ll study how to deal with objections.
In the supplementary materials, you’ll find a checklist for meetings with a customer, and a list of mistakes that you should avoid during your first meeting with a customer.
पाठ 7. Working with customer’s objections and doubts
In this lesson, you’ll learn some reasons for the customer’s doubts and objections, how to work with them. You will also learn to validate customer’s objections and reason with them.
From the supplementary materials, you’ll learn about the empathy principle for communicating with the customer.
पाठ 8. Customer service after sales
We’ll discuss a feedback loop and how it can improve your customers' loyalty, by motivating them to come back to you. You’ll learn about the types of after sales service, and how to manage the feedback collection.
In the additional materials, you’ll study five content types that customers need during after sales service. You’ll also learn about the ideal format for their feedback.
पाठ 9. Tasks and functions of a key account manager
The final lesson is dedicated to working with the key accounts of your company. You’ll learn what the core function of a key account manager is; you’ll study the skills required to work with key accounts, and the main mistakes to avoid.
Additionally, we are offering you a bonus: instructions for managing your key accounts and the principles of strategic management.
समीक्षा
Дмитрий
5.0
5.0
Genry
5.0
5.0
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