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정성과 신뢰감을 주기 위해 노력한다.

- 6년 연속 보험왕, 삼성생명 예영숙 설계사 
 
 
 
 
 
 
예영숙 보험왕은 이렇게 정성을 다해 기존 고객을 관리함으로써
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---------------------------------------------------------

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고객 감소 원인

[01]My_Way 2007.12.04 17:00
  • 한번씩 불거지는 용산에 이 사람 보내서 서비스 교육 시켜야 할 듯하군요....
    뭐 몇번 안가봤지만.... 제대하고 직후에 가보고 두번다시는 안 간다고 맹세했습니다.

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    • 용팔이를 아시는 군요...
      호주에까지 용팔이의 명성이...

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  • ㅋㅋ 용팔이 정말 ㅎㄷㄷ입니다. 추운데 잘 지내고 계시죠? ^.^

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  • バーバリー財布の入金確認の2営業日以内に発送をこころがけておりますが、万が一ご出荷が遅れる場合はメールでご連絡致します バーバリーアウトレット通販店はネットでのご注文は24時間受け付けております。日祝祭日はお休みをいただきます。メールの返信は翌営業日となりますので、ご了承ください。

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    http://www.shoestop.org/supra-shoes-c-1180.html | Supra Shoes
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    http://www.shoestop.org/supra-shoes-justin-bieber-shoes-c-1180_1181.html | Justin Bieber Shoes
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    Favicon of http://www.shoestop.org BlogIcon shoes online 2012.07.05 10:53

어느 마케팅 조사에 따르면 고객 감소 원인 중
사망(1%), 이사 (3%), 단골이 없는 경우(4%), 주위의 권유(5%),
가격(9%), 만성적 불평고객(10%)등이 차지하는 비중은 32%이다.
나머지 68%는 고객에 대한(세일즈맨의) 무관심 때문에
다른 거래처를 찾는다.

- 박형미 화진화장품 부회장 칼럼 중

 
우리는 서비스 공급 과잉시대를 살아가고 있습니다.
한편, 고객은 1인 10색, 1인 100색으로 다양한 요구를 하고 있습니다.
다행히 “서비스는 교육을 통해 실천 가능한 것이지,
타고나는 것이 결코 아니다.”라고 말해집니다.
고객을 누구보다 더 사랑하는 고객 제일주의적 서비스 정신이
넘쳐나는 회사를 만들어야 합니다.
 
출처 : 휴넷

posted by 수아리

세가지 생각

[01]My_Way 2007.10.16 11:58
  • 승부욕이 강한 것 좋습니다만... 좀 더 멀리 내다보지 못하는 그런 것 같아요.
    단지 그 사람과의 언쟁에서 이겨야한다는 강박관념에 사로잡혀있는 모습을 종종 볼수가 있죠...에효 ㄷㄷ

    Favicon of https://mirgon.tistory.com BlogIcon [Aruray]Mirgon 2007.10.16 19:20 신고
    • 동감입니다...
      우린 그러지 말자구요...

      Favicon of http://conlyhim.tistory.com BlogIcon conlyhim 2007.10.16 23:40 DEL
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    Favicon of http://www.shoestop.org BlogIcon shoes online 2012.07.05 10:59
"나는 손님의 뒷모습을 바라보면서 항상 세 가지 생각을 했다.
먼저 이 손님이 오늘 나를 통해 만족했을까?
둘째, 다음에 다시 올 것인가?
마지막으로 다음에 다른 손님을 데리고 올 것인가? 하는 세 가지이다."
메가스터디 엠베스트 김성오 대표이사의 말입니다.

 우리가 만나는 모든 사람은 다 고객입니다...
가정에서 조차도 아내와 아이들은 나의 고객입니다...
한국 남성들은 가정의 고객들에게 감동을 주지 못하는 나머지 '기러기 아빠', '왕따 아빠'를 자처하는 것만 같습니다...
 직장에서 만나는 고객과 같이 오늘은 가정에서 아내에게, 자녀들에게 혹은 형제들에게 대해보시면 여러분의 광팬들이 더 많아 지지 않을까요...?

기업과 직장뿐아니라 더 아름다운 가정을 위해 희생해 봅시다...


덧붙여 한국리더십센터 김경섭 회장님의 글도 함께 올려봅니다...
posted by 수아리

고객이 No 라고 말하는 이유... -_-;

[01]My_Way 2007.08.30 19:26

세일즈를 하면서 가장 어려운 상황은 바로 고객이 거절을 하는 경우일 것이다. 그러나 고객의 거절이 반드시 절망적인 것만은 아니다. 왜냐하면 고객의 거절은 다른 면에서 보면 고객의 또 다른 관심일 수도 있기 때문이다. 중요한 것은 고객의 거절에 대해 얼마나 철저한 분석을 하고 미리 준비하느냐이다. 고객의 거절에 좌절하기에 세일즈의 세계는 너무도 치열하다. 세일즈를 하는 사람은 항상 고객에게서 일어나는 모든 반응을 또 다른 기회로 생각할 수 있어야 한다. 그러기 위해서는 먼저 통상적으로 세일즈 상황에서 고객들이 거절을 하는 이유에 대해서 알아야 하며, 또한 이에 어떻게 대응하는 것이 옳은지에 대해서도 알아야 할 필요가 있다.

1. 자라보고 놀란 가슴 솥뚜껑보고 놀란다.
대부분의 고객들은 많은 쇼핑 경험을 통해 세일즈맨들에 대해 각자 선입견을 가지고 있다. 그리고 특히 전문적인 영업 사원에 대해서는 부정적인 생각을 가지고 있는 경우가 많다. 이에 세일즈맨이 고객에게 다가갈 경우 고객은 우선 경계를 할 가능성이 높기 때문에 이 점에 대해서 먼저 생각해야 한다. 다시 말해서 고객의 두려움을 없애는 것이 우선이다. 그러기 위해서는 고객의 말을 경청하고 말을 들으면서 고개를 끄덕인다. 고객이 방금 말한 내용을 세일즈맨의 표현으로 다시 한번 반복한다. 이때 조심할 것은 어떤 경우라도 다른 영업사원을 헐뜯어서는 안된다는 것이다.

2, 새것은 무조건 싫어 !
첫 술에 배부를 수 없으며 항상 고객의 입장에서 고객에게 적응할 수 있는 기회를 주어야 하다. 인간은 변화, 즉 새것에 대한 두려움을 가지고 있기 때문에 새것은 무조건 싫다는 반응이 있을 수 있다. 우선은 변화에 대한 불안감과 두려움을 없애기 위해 세일즈맨은 고객에게 신뢰를 줄 수 있는 긍정적인 기대를 일깨워야 한다. 즉 고객이 직접적으로 어떤 혜택을 얻을 수 있는지 구체적인 표현을 사용하여 얘기하고 고객에게 팜플렛이나 전문서적, 논문, 잡지를 가져다 주어 스스로 상품의 이미지를 만들 수 있도록 도와주어야 한다. 상담을 통해 긍정적인 기대를 일깨우며, 세일즈맨이 제공하는 제품이나 서비스의 단점을 언급하지 말고 확신 있는 말투로 이야기해야 한다.


3. 제품에 대한 확신이 없어 !
특정 상품이 필요해 당신의 매장으로 들어온 고객이 No라는 반응을 보이는 경우는 고객의 심리를 제대로 꿰뚫어 보지 못한 채 전문지식만 내세웠기 때문이다. 이런 경우에 세일즈맨은 새로운 제품에 대한 고객의 두려움을 해소시켜줘야 한다. 상담 중에 상품과 직접 관련이 있는 것을 고객의 손에 쥐어 줘 보라. 인간은 무엇이든 손에 쥘 수 있으면 파악하기가 훨씬 쉽다. 또 손에 쥐고 있으면 그것을 소유하고 싶은 마음이 생긴다. 따라서 고객은 보다 신속하게, 보다 확신 있게 여러분의 상품을 선택하게 될 것이다.

posted by 수아리

[역발상]만족스러워 하는 고객은 우리의 적이다.

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사용자 삽입 이미지

불만족 고객 사진...ㅋㅋㅋ

만족스러워 하는 고객이야말로 사실은
회사의 최대의 적이다.
만족스러워 하는 고객은 경쟁사에 뒤지지 않도록
끊임없이 노력해야 한다는 사실을 상기시켜 주지 않는다.
그러다 어느 날엔가는 마침내 경쟁사가 당신의 회사를 앞지르고,
고객들이 말없이 떠나가는 불미스러운 사태가 발생한다.

- 세스 고딘, ’보랏빛 소가 온다2‘에서 
 
 
 
 
 
 
만족스러워하는 고객은 불평을 하지 않고 제때에 돈을 냅니다.
성공적인 회사들은 만족스러워 하는 고객에 집착해
지금의 상태를 그대로 유지하려고 합니다.
바로 그것이 문제입니다.
성장의 원동력은 다름 아닌 불만족스러워하는 고객,
혹은 덜 만족스러운 고객으로부터 나오는 것입니다.
그들은 해결책을 발견하기만 하면 즉시 지갑을 열게 됩니다.  
 
출처 : 휴넷
----------------------------------------------

역발상으로 새로움을 창조하는 것이 좋을 것 같습니다...
우수고객을 많이 단골을 많이 보유하는 것이 좋을것으로 여기던  예전의 모습보다 좀더 적극적인 마인드에 걸맞게 불평 불만이 많은 고객에게 더 많이 귀를 기울이고, 그들의 의견을 수렴하는 것...
 요즘 계속 포스팅되는 실패의 일종이라고 보면 되겠네요...
오늘도 실패를 두려워하지 말고, 적극적으로 성공을 향해 나가는 성공하는 사람들이 됩시다...!

posted by 수아리

진정한 마케팅이란?

[01]My_Way 2007.05.15 07:17
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마케팅이란, 아니 사업이란 무엇인가? 
고객이 당신에게 호감을 갖는다면
당신이 하는 말을 들어줄 것이다.

고객이 당신을 신뢰한다면
당신과 비즈니스를 할 것이다.

- 지그 지글러(Geeg Gygler)  
 
 ----------------------------------------------------------------------------------
 
문제는 상품이 아니라 고객입니다.
고객을 확보할 수 있는 사람은
어떠한 상품도 판매할 수 있지만
고객을 확보하지 못하는 사람은
아무리 좋은 상품이라도 팔지 못합니다.
(‘물건을 팔지말고 가치를 팔아라’에서 인용)

사업이란 물건을 만들어 파는 것이 아니라
‘수익성 있는 고객을 확보하고,
유지하고 키워나가는 것’에 다름 아닙니다.
이 진리를 마음속으로부터 깨닫는 이는
어떤 사업에서도 성공할 것입니다. 
 
출처 : 행경

posted by 수아리