我們常常說和客戶談訂單的整個過程和談戀愛的過程是一樣的，所以對待客戶要像對待戀愛中的男女一樣。但是，也正如俗話說的「不要被戀愛衝昏頭腦」，在戀愛過程中，切忌盲目，理清楚你和對方的關系所處的階段，更有利於你「發展」這段關係。以下的客戶關係進階表，快對號入座，看看自己有多少段「感情」是無疾而終的，又有多少段是會「開花結果」的。
We always said that the process of order is same as falling in love, so we should treat each other as boyfriend or girlfriend. However, as the saying goes, "don't be carried away by love", in the process of love, avoid blind love by all means but analyze the relationship stage between you and the other can better "develop" this relationship. Check the following customer relationship table and see how many "love" are gone and how many are "blossomy".
第一階段：喜歡——客戶對你的產品感興趣
First stage: like--customer is interested in your products
喜歡是愛的基礎，客戶對你的產品感興趣是你們可以談戀愛的基礎。有了這個基礎，客戶才會查看你的郵件，接聽你的電話，並且認真聽你介紹產品特點，向你問價。沒有這個基礎，就是業務員們常面對的各種「碰壁」：被客戶掛電話、得不到郵件回復……所以在前期，你可以多向客戶介紹公司實力，輪番上產品圖介紹，務求引起客戶的注意。據我的經驗，很多時候客戶沒有你想像中那麼難攻下來，一些簡單的小舉動往往就會不可思議地引起客戶注意。例如你的一個周末問候，在問候之後發過去一張熱賣產品或者新產品的圖，或者一個出人意表的快速回復等。
Like is the foundation of love. Customer’s interest in your product is your foundation of falling in love.With this foundation, customers will check your E-mail, answer your phone, and listen to the product introduction while without it, you will face different 「setbacks」, like being hang up or receiving no reply etc. So in the early stage, you can show your company strength and product pictures more often to attract their attention. According to my experience, most of the time, customers are not that difficult to follow up. Some simple small behavior tends to be incredibly noticed by the customers such as the weekend greetings, a new product picture, or an unexpected prompt reply etc.
第二階段：思念——客戶對產品的思考
The second stage: miss--customer’s thinking of products
喜歡一個人總會不自覺地想念，無論是在何時何地。這是喜歡到一定程度所產生的自然反應。同樣地，客戶對你的產品感興趣之後自然而然會更深入地思考這個產品在當地市場的銷路問題、是否會受歡迎等等。這個時候客戶會在當地了解市場上類似產品的銷售情況和市場反應。所以客戶也會問你要更多的產品信息，以便了解得更多。
If you like a person, you can’t help missing him or her involuntarily whenever wherever you are. This is the natural response of like when it reaches a certain degree. Likewise, when customer is interested in your product, he will naturally have deeper thought of the products, like the selling problem in the local market or the popularity etc. At this time, customer will try to know more about the selling situation and market reaction of the similar products at the local market, so he will ask you more about its information.
第三階段：同化——讓拿了樣板的客戶認可
The third stage: assimilation--get the recognition of customer who received samples
思念到一定程度，就會希望擁有。所以這個時候，你了解客戶，要比TA更了解自己，因為這樣你可以更好地控制局面。看看客戶對哪方面有疑問可以適時作分析，增強TA對產品的理解，同時，不怕囉嗦地向客戶展示產品的優勢，強化TA對你產品的認同感。否則，很可能客戶拿了樣板之後會覺得原來產品就這麼普通，質量也不過如此，連測試都不做就把你否決了。雙方的感情也到此為止。
You will want to own each other when miss to a certain degree. So at this time, you should know your customers more than themselves because in this way you can better control the situation. See what problem they have and analyze for them in time to strengthen their idea of products. At the same time, show the product advantage repetitively to intensify his identity to your products. Otherwise, they may probably feel that the product is so ordinary and so is the quality, and reject you without testing the product. And the relationship of you two also comes to an end.
第四階段：坦誠——亮出底牌
The fourth stage: sincerity--show the bottom line
到這個階段，我們對雙方都有一定程度的了解，所以更需要的是關注對方的一舉一動，設身處地地為對方想問題，感受對方的內心世界，以便摸清對方的真實想法。你可以揣摩到客戶的想法，即使客戶再怎麼討價還價，也會在你的掌握之中。正因為你對客戶有足夠的把握，所以也更容易與客戶坦誠相待，使整個談判來得更自然一些。
At this stage, we have understanding of both sides to a certain degree, so we need to focus on each other's every move, think for each other and feel each other's inner world so as to understand each other's real ideas.You can ponder to the customer's ideas no matter how he bargains again and again. And it is because of your fully understanding of the customer, you can get easier to show your sincerity to him and make the negotiation go on more naturally.
第五階段：和諧穩定——與客戶共發展
Stage 5: the harmonious and stable stage--mutual development
順利過渡了前四個階段，雙方就會進入第五個階段：建立和諧穩定的合作關係。當然，合作是要互惠互利的，互相支持的。當你們順利展開合作後，接下來你要思考的，就是如何維繫、鞏固你們之間的關係了。也誠如我一貫堅持的：互相支持實現共贏是維繫雙方關係的根本。客戶的發展能強化你們之間的合作，同樣地，你的企業的發展也要能為客戶提供更好的產品、服務和支持，才能讓你們之間的關係更加走向成熟。
Going through the above four stages smoothly and you will enter into the fifth stage: establish the harmonious and stable cooperation relationship. Of course, cooperation requires mutual benefit and support. When you start the cooperation, what you need to think about is how to maintain and strengthen your relationship.As what I always adhere to, mutual support of each other to realize win-win is the fundamental to sustain the relationship.Customers』 development can strengthen the cooperation between you and them while in the same way, the development of your company also can provide customers with better products, services and support, to make your relationship more mature.
與客戶發展的五個階段，你都看清楚、分析清楚了嗎？跟進客戶別再糊裡糊塗的了，快理清自己的思緒吧！
Are you clear about the above five stages of customer development? Never follow up with customers blindingly but clear your mind!
By CHOCO·WANG.
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