Cycle Service
The cycle service runs through the entire process of the BEM marketing model. This is a long-term basic task that we must highly value its development.
1. Telemarketing: Health representatives use the allocated lists for phone appointments and follow-up calls.
1) Preparation:
l Adjust your mood and status to the best, prepare pens, registration forms, papers, imagine the questions consumers might ask, and think about the first three sentences you will say.
l Carefully analyze and study consumer situations, be well-prepared.
l Understand the purpose of the call: Prepare for the first visit by delivering health science literature, blood sugar reducing diets, etc.
l Imagine the situation of the consumer answering the phone and make preparations accordingly.
2) Steps for telephone follow-ups:
l Identify yourself: For new customers, mention the Diabetes Recovery Project; for experienced or old customers, mention K Health Service Center.
l Eliminate the consumer's defensive mentality: Use different words according to different customer situations, be flexible.
l Confirm the time and address for the visit.
3) Communication skills for telephone follow-ups:
l Politeness and friendliness: Use terms like uncle, aunt, grandpa, etc., and common phrases such as "hello", "please", "goodbye".
l Speech speed and tone: Be sincere and enthusiastic during phone conversations, speak clearly and calmly, maintain a steady pace, and always smile (smiling can be heard over the phone).
l Control the conversation time: Keep it brief based on the actual situation, try not to exceed 5 minutes (unless the consumer is interested in chatting).
l If refused by the customer or encounter an unfriendly customer, do not get angry, remain polite.
l Pay attention to the timing of the call: Avoid calling during meals, naps, or late at night.
l After the call ends, record details including the call time, interview process, and specific details.
2. Door-to-door visits:
1) Thorough preparation: Re-analyze consumer data carefully, prepare scientific materials (diet plans, health exercises, manuals, wellness information, etc.), shoe covers, small gifts, etc.
2) Mental adjustment:
l Trust the company, our company is dedicated to serving consumer health.
l Believe in yourself, think you are the best and most important.
l Be enthusiastic, optimistic, and positive.
l Do not fear rejection from customers.
l Have love: Consumers are our bread and butter, we must genuinely love our consumers.
3) Prepare thoughts and health suggestions for consumers, think about what to say upon entering.
4) Smile while ringing the doorbell and entering: Successful entry equals half the success.
5) Communication after visiting:
l Action and language etiquette: "Grandpa (Aunt), hello, I am... We had arranged the appointment over the phone."
l Compliment the customer: "Uncle, your home is very clean," "You look young."
l Ask about the customer's previous work, family status, understand their health awareness, living habits, care about their health, introduce health suggestions, deliver health materials.
l For trial product users, focus on guidance techniques, inquire about their recovery progress, blood sugar levels, etc.
l Introduce the main themes, concepts, and service projects of the diabetes recovery project, mention "Professor Hong Shaoguang" and expert panel members to enhance consumer trustworthiness, promote gatherings if appropriate, even promote products.
l Be热情toward customers, polite, observant, and persuasive, help customers with meaningful tasks such as cleaning, wiping tables, babysitting, etc.
l Request customer referrals (see detailed methods in the preceding text).
l End well: Politely say goodbye, leave a memorable impression, and provide a reason for the next visit, "I'll come see you in a few days," "I'll bring you tomorrow's medicine," etc. You can intentionally forget some small items like "ballpoint pen, handkerchief."
6) After the visit, carefully record the entire process, summarize experiences and shortcomings, and find ways to improve.
7) Based on the visit situation, conduct customer analysis: identify key customers, secondary key customers, and general customers.
l Key customers: Have economic strength (good original unit, high retirement salary, good home decoration, high children's income, etc.), strong health awareness (currently taking health supplements, exercising regularly, etc.), good trial effects, and positive intentions. For these customers, we must revisit them, further cultivate relationships, promote emotions, comprehensively apply "FAB sales method," "two-choice sales method," and other techniques to sell products, aiming to confirm orders before the meeting and have customers pick up goods at the venue.
l Secondary key customers: Have economic strength and health awareness but normal intentions. We should invite these customers to the gathering site, influence them through the atmosphere, and fully strive for sales. If the meeting fails, we cannot give up and must continue working.
3. Sending letters:
1) Demonstrate the company's sincerity in inviting and express respect for the customer.
2) Further communicate deeply with consumers, attract their attention to the gathering, introduce the main content and procedures of the event, lay the foundation for on-site sales.
3) Finally confirm and lock down key customers to ensure the basic sales volume of the event.
4) Preparations for sending letters:
l Telephone confirmation: Refer to the telephone invitation for specific matters, confirm the time and place of letter delivery with the other party.
l Material preparation: Company promotional materials, meeting invitations, small gifts, etc.
l Psychological preparation
5) Time for sending letters: Two days before the meeting.
6) Communication tips for door-to-door letter delivery:
l Similar to visits, but since this is the last communication before the meeting, strengthen targeted promotions.
l Focus on promoting expert lectures, games, service projects, discount measures, free trials, testing, etc.
l Reinforce the concept of the treatment cycle, downplay price. Make consumers understand that diabetes develops gradually, and restoring health is not an overnight matter, requiring a process of treatment, consolidation, and improvement. Price explanations should focus on daily dosage prices, compare with other treatment methods' prices, and explain our systematic service projects.
l Use familial affection to appeal to consumers, evoke sympathy with a humble mindset, and ensure key customers attend the meeting.
l Inform customers of the exact time, location, and transportation route of the gathering, kindly remind them to pay attention to weather changes, clothing, and traffic safety, and agree on meeting methods.
Pre-meeting confirmation: To ensure consumers attend the gathering, one day before the gathering, market managers, conference staff, and other administrators call to confirm attendance under the identity of "Gathering Organizers." In principle, each health representative must invite 3-5 people to attend.
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