Ukuba uchwepheshe walolu hlobo akuyona indaba yobuhlakani bemvelo, inhlanhla, noma amafomula omlingo. Kuyinqubo yentuthuko eqhubekayo ehilela ukuqonda ngokujulile iklayenti, ukuhluza amasu, ukuqonda ubuchwepheshe, kanye nokugcina ingqondo yokuthuthuka okuqhubekayo. Njengoba uzobona, ngumsebenzi ozinikele kakhulu empumelelweni yenkampani futhi odinga ukubambisana okuseduze nabaphathi ukuze kuhambisane nezinhloso zebhizinisi nombono wesu wenkampani.
Ngaphezu kwalokho, isici esichazayo sochwepheshe bezokuthengisa yindima yabo ekwakheni amasu okumaketha ahlose ukuthuthukisa ukuncintisana kwenkampani kanye nenzuzo emkhakheni wedijithali. Le ndima ibaluleke kakhulu ekusebenzeni kahle kwanoma yiliphi ibhizinisi, kungakhathaliseki ukuthi liyini, njengoba ikhono lokuthengisa liyikhono elihlanganisa yonke indawo elisebenza kunoma yimuphi umkhakha.
Ukuze uhambo lusuke ekubeni ngumthengisi ojwayelekile luye ekubeni uchwepheshe, kubalulekile ukusebenza ezinsikeni ezintathu eziyisisekelo: ukucabanga (okugxile ekufundeni), indlela ecacile (inqubo ephindaphindwayo nelinganiswayo), kanye nokusetshenziswa kwamathuluzi ngobuhlakani (ubuchwepheshe obususa isiphithiphithi futhi buthuthukise isikhathi).
Isazi sokuthengisa: amathiphu okuhamba phambili
Indlela yokuqala yokufeza ubuhle ukuzibophezela ngokuphelele kumodeli yebhizinisi. Ngaphezu kokuba nemikhiqizo emihle nje, kubalulekile ukuveza isithombe sokwethembeka nokuthembeka. Esimweni sedijithali, lapho amakhasimende evame ukungawuthinti umkhiqizo noma ukubona umthengisi ubuso nobuso, ukwethembana kuba yimali eyigugu kakhulu. Uma ungabaniki abasebenzisi bakho ukuphepha, asikho esinye isici sobuchwepheshe esizokhokhela lokho kuntuleka.
Esinye isici esibalulekile ukukhetha imakethe yakho oyiqondisile. Uma ibhizinisi lakho lihlukaniswe kakhulu , kuzoba lula ukuthuthukisa amasu okuxhumana asebenzayo. Umgomo ukwandisa ivolumu yokuthengisa ngokuhlela okufanelana nomthengi wakho ofanele, ukugwema iphutha lokuzama ukuthengisa "konke kuwo wonke umuntu."
Ukuze uphakamise izinga lakho, kufanele ube nomqondo wokuthuthuka okuqhubekayo . Abathengisi abangcono kakhulu akubona labo abakhuluma kakhulu, kodwa yilabo abahlaziya imiphumela yabo kakhulu, bahlole izindlela ezintsha, futhi bafunda njalo. Ukuthengisa akukhona nje ukukholisa; kumayelana nokwazi kahle ukuthi yini okufanele uyenze esigabeni ngasinye: indlela yokuxhumana, indlela yokulalela, indlela yokulandelela ngempumelelo, nokuthi kufanele uvale nini isivumelwano.
Amakhono okufanele eze nongoti wokuthengisa
Uchwepheshe osebenza kahle kumele ahlangabezane nezidingo ezincane ezichaza iphrofayili yakhe. Akukhona ngethalente elizalwa nalo, kodwa ngamakhono angaqeqeshwa futhi athuthukiswe ngesiyalo.
Ukuzimisela kanye nesimo sengqondo
Umthengisi omuhle kumele abe nokuzimisela okungantengantengi ukuhlangabezana nezinhloso eziyisisekelo zenkampani. ukubekezela Kuyisihluthulelo sokubhekana nobunzima kanye nokwenqatshwa okungenakugwenywa kule ndlela. Uchwepheshe akabheki "cha" njengodonga, kodwa njengomthombo wolwazi wokuthuthukisa isiphakamiso sakhe.
Ukuzethemba ngamathuba akho
Ukuphepha kumele kubonakale kumuntu nakumkhiqizo. Lokhu kuqiniseka kumele kudluliselwe ngendlela yokuthi... ngokwemvelo futhi akuphoqelekileUkuziphatha okwenziwayo kudala ukungathembani kumuntu ongase abe nesithakazelo. Ukuzethemba kwakhiwa ngokulungiselela kahle inkulumo kanye nokuzijwayeza njalo.
Ukwethembeka nobuqotho ebudlelwaneni
Ukwethembeka kuyisisekelo uzwelaUmthetho wegolide uwukufeza izithembiso njalo. Ochwepheshe bakhetha ukulahlekelwa ukuthengiswa namuhla kunokulahlekelwa idumela lomkhiqizo wabo unomphela. Ukwethembeka ngalokho umkhiqizo ongakwenza nokungenakukwenza kukhuthaza ukwethembeka kwamakhasimende isikhathi eside.
Ikhono lokukholisa
Ukukholisa kuwubuciko bokuqondisa iklayenti esinqumweni esizolizuzisa kakhulu. Kudinga ukwazi ukulinda isikhathi esifanele hhayi ukuphoqa ukuthengisa. Uchwepheshe uyakholisa ngoba ubonisa inani langempela yesisombululo, hhayi ngoba sisebenzisa amaqhinga okuphatha.
Ukuphathwa kokuzivumelanisa nezimo kanye nokulindela
Iklayenti ngalinye lihlukile. Uchwepheshe ugwema imibhalo eqinile futhi uhlela indlela yakhe yokwenza izinto ihambisane nephrofayili yeklayenti ngalinye: abanye bafuna idatha yobuchwepheshe, abanye izindaba, kanti abanye bashesha. Bayazi futhi ukuthi bangaphatha kanjani okulindelwe, bechaza ngokucacile ukuthi yini engafezwa ukuze kuvinjelwe ukudumala ngemva kokuthengisa.
Nikeza ngezinto zokuxhumana ezengeziwe nezamanzi
Ukuxhumana kuyinto evamile empumelelweni yebhizinisi. Akukhona nje ukuthumela umlayezo, kodwa kumayelana nokuqinisekisa ukuthi umamukeli uyakuqonda futhi uhambisana nakho.
Ukukhuluma kahle nokucaca
Ikhono lokuveza imibono ngendlela ehambisanayo nefanele liyisisekelo. Kodwa-ke, ulimi kufanele lube ithuluzi lulaUkungazenzi izinto zibe nzima. Ukucaca nokuqondile kugwema ukungaqondani futhi kubonise ubungcweti, ikakhulukazi eziteshini ezisheshayo njenge-WhatsApp noma i-imeyili.
Ukubaluleka kokuba khona nenhlonipho
Ukubukeka komzimba kanye nokuziphatha okuhle emphakathini kuyikhadi elihle kakhulu lokubiza. Akukhona ukulandela izitayela zemfashini, kodwa kumayelana nokuba ukuhlonipha umongo kwezenhlalo nangokwezobuchwepheshe. Emihlanganweni ebonakalayo, lokhu kuholela ekunakeni ukukhanya, isizinda, kanye nokuxhumana kwamehlo nekhamera ukuze kwakhiwe ukwethembana.
Ukwazi ukulalela ikhasimende (Ukulalela Okusebenzayo)
Kubaluleke kakhulu ukwazi ukulalela kunokukhuluma kakhulu. Ukulalela ngenkuthalo kuhilela ukunaka kwangempela, ukubhala amanothi, nokuqinisekisa lokho okuqondile. Iklayenti alivamile ukuveza isidingo salo sangempela ngqo; livame ukuveza uphawu. Uchwepheshe uyakwenza lokho imibuzo evulekile ukuthola inkinga yangempela ngaphambi kokuphakamisa ikhambi.
Amasu okuthengisa athuthukisiwe ochwepheshe
Ukuze usuke ekubeni ngumthengisi uye ekubeni ngumeluleki, kubalulekile ukusebenzisa izindlela ezihlelekile ezithuthukisa izinga lokuguqulwa.
- Ukuthengisa Okubonisanayo: Umthengisi usebenza njengomeluleki. Abagcini nje ngokubeka izici ohlwini, kodwa kunalokho bahlola izinselele zamakhasimende futhi banikeze ikhambi elenziwe ngokwezifiso elibhekana nenkinga ethile.
- Indlela Yokushwibeka: Isekelwe ezigabeni ezine zokubuza imibuzo: Isimo, Inkinga, Umphumela, kanye Nesidingo Sesixazululo. Ilungele ukuthengisa okuyinkimbinkimbi lapho iklayenti lidinga ukuqaphela ukuphuthuma kokuxazulula inkinga yalo.
- Ukuthengisa Ngobudlelwano: Igxile ekuthembekeni kwamakhasimende isikhathi eside. Umgomo akuyona into eyenzeka kanye kuphela, kodwa ukudala ukuxhumana komuntu siqu nobungcweti okudala ukuthengwa okuphindaphindiwe kanye nokudluliselwa.
- Indlela ye-AIDA: Iqondisa ikhasimende ezigabeni zokuqwashisa, intshisekelo, isifiso, kanye nesenzo. Kuyisisekelo sezindlela eziningi zokuthengisa zedijithali.
- Ukuthengisa Okusekelwe Kusisombululo: Guqula yonke into ekhiqizwe ibe yinzuzo ebonakalayo. Esikhundleni sokuthi "lolu hlelo luyashesha," yithi "lolu hlelo luzonciphisa isikhathi sakho sokulinda ngo-30%."
- Ukuthengisa okuhlukahlukene kanye nokuthengisa okuphezulu: Eyokuqala inikeza imikhiqizo ehambisanayo ukuze kuthuthukiswe ulwazi; eyesibili ikhuthaza ikhasimende ukuthi lithenge inguqulo yomkhiqizo engcono kakhulu noma ephelele kakhulu.
- Indlela Yokuntuleka Nokuphuthuma: Isebenzisa isimiso sengqondo sokuthi sikwazisa kakhulu lokho okulinganiselwe. Isebenza kahle ekushukumiseni isinqumo sokugcina, uma nje siyiqiniso futhi singalawulwa.
Amathuluzi obuchwepheshe abalulekile
Ukuqonda kuyasiza, kodwa izinombolo aziqambi amanga. Uchwepheshe akathembeli enkumbulweni yakhe, kodwa ezimisweni ezihlela ulwazi.
CRM (Ukuphathwa Kobudlelwano Namakhasimende)
Yithuluzi eliyinhloko. Likuvumela ukuthi uhlanganise izingxoxo ndawonye, ​​uhlele ukulandelela, futhi uhlaziye ukuthi yisiphi isigaba se-funnel olahlekelwa amakhasimende amaningi kuso. Ukuntuleka kokulandelela kuyimbangela eyinhloko yokulahleka kokuthengisa; i-CRM yenza izikhumbuzo ngokuzenzakalelayo futhi iqinisekise ukuthi akukho muntu okhohliwe.
Iziteshi Zokuthumela Imiyalezo Esheshayo (Ibhizinisi le-WhatsApp)
Amakhasimende anamuhla adinga ukushesha. Uchwepheshe usebenzisa i-WhatsApp hhayi nje ukuphendula, kodwa futhi nokuthuthukisa ingxoxo ngokubingelela okucacile, ukulandelela ngesikhathi, kanye nokuhlela ama-aphoyintimenti okuhlelwe kahle.
Izingcingo Zevidiyo Namathuluzi Okwethula
Nakuba i-PDF ikwazisa, ikholi yevidiyo iyakukholisa. I-Zoom noma i-Google Meet ikuvumela ukuthi uphendule imibuzo ngesikhathi sangempela, ubonise umkhiqizo bukhoma, futhi unciphise kakhulu umjikelezo wokuthengisa.
Ukuhlaziywa Kwedatha kanye Nezilinganiso
Ukulinganisa izinga lokuphendula, iphesenti lokuvala, kanye nosayizi wethikithi ojwayelekile yikho okuhlukanisa umthengisi omatasa nomthengisi osebenzayo. Ukuhlaziywa kwedatha kuvumela ukubikezela okunembile futhi kususa ukuqagela.
Amaphutha ajwayelekile okufanele uwagweme
Ukuthola okungafanele ukwenze kubaluleke njengokufunda le ndlela. Abathengisi abaningi bayahluleka ngoba baphinda amaphethini aphelelwe yisikhathi.
- Ukukhuluma kakhulu nokulalela okuncane kakhulu: Ikhasimende liyalalela lapho umthengisi elawula ingxoxo. Uchwepheshe uvumela ikhasimende ukuthi likhulume isikhathi esingu-70%.
- Ukuthembisa okungenakwenzeka: Ukuthi "yebo" kukho konke ukuze kuqedwe isivumelwano kuqeda ukwethembeka futhi kudala amakhasimende anganelisekile alimaza idumela lomkhiqizo.
- Ukuthengisa okunolaka noma "okuphoqelela": Ukucindezela amakhasimende ngamasu okwesaba noma ukuphuthuma okungamanga kudala ukumelana. Abathengi banamuhla banolwazi futhi bayakwazisa ukuhlonishwa ngenqubo yabo yokwenza izinqumo.
- Ukuthembela kuphela entengo: Ukuncintisana ngokuba yintengo eshibhile kuphela akukwazi ukuqhubeka. Uchwepheshe uncintisana inani eliboniwe kanye nokwehlukanisa.
- Ukunganaki isevisi yangemva kokuthengisa: Inqubo ayipheli ngokukhokha. Ukulandelela yikho okuguqula ukuthengisa kube ubudlelwano futhi kudala ukumaketha okunamandla komlomo.
Umhlahlandlela osheshayo wokuthengisa noma yimuphi umkhiqizo
Ngisho noma umkhiqizo ushintsha, indlela yokuthengisa ihlala ifana, ilungisa izinto ezintathu ezibalulekile:
- Isikhathi somjikelezo: Umkhiqizo oshibhile uvala ngokushesha; isevisi ye-B2B ebiza kakhulu ingadinga izinyanga nemihlangano eminingi.
- Umenzi wesinqumo: Ezimpahleni zabathengi, umuntu oyedwa wenza isinqumo; emabhizinisini, umsebenzisi, umphathi wezezimali, kanye nomnyango wezobuchwepheshe bavame ukuba yingxenye. Uchwepheshe ukhomba bonke abenzi bezinqumo.
- Ukuhlolwa okudingekayo: Ngemikhiqizo ebizayo, isincomo asanele; izindaba zempumelelo, izivivinyo zokuhlola, noma iziqinisekiso eziqondile ziyadingeka.
Imibuzo evame ukubuzwa mayelana nokuthi ungaba kanjani uchwepheshe wokuthengisa
Ungafunda yini ukuthengisa, noma ingabe kuyithalente elizalwa nalo?
Kuyikhono olifundayo. Ukuthengisa kuyinqubo ehlelekile yokuqonda inkinga yomunye umuntu, ukubuza imibuzo efanele, nokulandelela ngenkuthalo. Akekho ozalwa azi ukuthi angayisebenzisa kanjani i-CRM noma asebenzise inqubo ye-SPIN.
Yini okufanele uyenze uma ikhasimende lithi umkhiqizo ubiza kakhulu?
Esikhundleni sokwehlisa intengo ngokushesha, buza: "Kubiza kakhulu uma kuqhathaniswa nani?"Le mpendulo yembula ukuthi kukhona yini ukuntuleka kwenani elibonakalayo, akukho sabelomali sangempela, noma uma uqhathaniswa nesisombululo esiphansi.
Kukangaki kufaneleka ukulandelela?
Iningi lokuthengisa liyalahleka ngenxa yokuthula, hhayi intengo. Kunconywa ukwenza oxhumana nabo abane kuya kwabahlanu abahlukene, okunikeza inani kumuntu ngamunye (indaba yempumelelo, isihloko esiwusizo), esikhundleni sokubuza nje ukuthi ngabe bakucabangile yini lokho.
Uyini umehluko phakathi komthengisi ojwayelekile kanye nochwepheshe?
Umuntu ojwayelekile uqamba futhi agxile ezicini zomkhiqizo. Uchwepheshe ulandela indlela ethile, ulinganisa imiphumela yawo, uqonda ibhizinisi leklayenti kangcono kunomncintiswano, futhi uyazi ukuthi kufanele akhiphe nini umuntu ongase afanelekele ikhambi lakhe.
Ukwazi ubuciko bokuthengisa kudinga inhlanganisela yesiyalo sobuchwepheshe, ukuzwela kwabantu, kanye nokusekelwa kwezobuchwepheshe. Ngokugxila isu lakho ekuxazululeni izinkinga zamakhasimende kunokumane ucindezele umkhiqizo, wakha umsebenzi ozinzile kanye nebhizinisi elinenzuzo. Isihluthulelo sisekuguqukeni ekubeni ngumthengisi nje kuya ekubeni ngumeluleki wesu ohlinzeka ngenani langempela kukho konke ukuxhumana.
