Page 255 - Nghệ Thuật Quản Lý Khách Hàng

Rghe thuat quan ly hhaeh hang

tho sh dung cua san pham de suy luan hanh vi mua sam, ma
dieu nay chiu anh htfdng cua khach hang doi vdi do hai long
von co ve san pham, vi vay thiet lap gia tri cua quan he
khach hang quyet dinh bdi, phai chang co the biet ro nhiing
san pham khach hang dang sd dung hay khong, do hai long
khi stf dung san pham nay va y nguyen lai mua san pha'm
cung thtfdng hieu nhtf the nao. Co nhflng tri thtfc khach
hang lien quan nay, Qiyi co the bat tay can thiep vao hanh vi
mua sam va mua sam lai cua khach hang.
Vi du, neu biet khach hang co mot chiec tu lanh da sii
dung trong 13 nam, thi co the ap dung ke hoach marketing
nao do doi vdi khach hang nay, de tang tinh kha nang mua
tu lanh Qiyi cua ho.
Khi ngtfdi tieu dung, diem ban le hoac nha san xuat goi
dien den trung tam ttf van, do chinh la btfdc khdi dau cua sit
lien ket gitfa Qiyi va khach hang. Cudc dien thoai nay co the
bao gdm cac kieu van de, trong 3,1 trieu cudc dien thoai moi
nam, cd khoang 80% lien quan den san pham dien dan dung
cua Qiyi, trong do, lai cd gan 8% den td ngtfdi tieu dung, con
lai den td diem ban le va nha san xuat. Nhd dtf doan cua
Qiyi, phan ldn cudc dien thoai ttf van lien quan den van de
dich vu hau mai, sd dung va bao dtfdng, nhtfng cung co
khdng it cudc dien cua ngtfdi tieu dung goi den de ttf van
thdng tin ve san pham trtfdc khi mua sam.
Trong cuoc ddi thoai ngan gon qua dien thoai nay (thdi
gian trung binh < 4 phut), nhan vien phuc vu khach hang
cua trung tam ttf van cd cd hdi tang gia tri cua quan he
khach hang qua ba phtfdng thdc sau:
Giai dap hdu hieu van de ttf van cua khach hang, tang
ngudn thdng tin nhat dinh cd lien quan den hanh vi mua

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