Study On Customer Contact Strategy Of Marketing Man In High-level Customer Contact Companies

The new market environment, customer-oriented quality products at the same time, more attention is focused on products personalized service, Many enterprises to their product characteristics described in the consumer understand, pay more attention to the frontline marketing team building. Meanwhile, many companies (IBM, HP, etc.) will be the frontline marketing staff position in the service, So for the frontline sales staff that customers contact problem is marketing the field of research, Marketing services belong to the scope of the study.For scholars customer perception of the theory to some extent expand the marketing areas of research areas, Marketing will push more microeconomic theory, easier to boost operational level, enable enterprises to strengthen internal notes the importance of managing staff -- preferential treatment of their own wealth (staff); appropriate management mechanisms (in particular on the frontline sales staff incentives), the employees could be sufficient incentive. pay more attention to the contact with the customer in every aspect of quality, thereby enhancing customer satisfaction. Federal Express, president of the Asian region, said : "We take good care of employees, they will take good care of our customers, then take good care of our profit "to the appropriate services flow expression. .At the international, many scholars believe : high-contact-type enterprises in the future business development of a multi-dimensional. High touch enterprise customers through contact with the high frequency, which will give attention to contact customer interactions, improve customer perception qualityIn China, despite "the customer is God," many enterprises have become the frontline sales staff and service slogan But only a few enterprises, and marketing staff can really turn this concept permeated the service to act, and the use of conscious awareness of the initiative for customer service; Most enterprises and the frontline sales staff has not hidden behind this concept of the theory of infiltration in the daily acts of the government. So in such circumstances, "Customers are God," is the only enterprise sales staff and used to deceive consumers a slogan not saying that everyone knows, customers through corporate contacts and interaction of marketing point of contact, evolving their product image in mind, Brand image, but not to simply rely on the enterprise publicity to the unilateral judgment. Therefore, the enterprises are to become bigger and stronger, and maintain the development momentum of rapid and run their own products, its own brand, through practical way affect consumer perception of service quality. Frontline sales staff were asked to consider how to effectively manage customer contacts, interactive marketing efforts, for enterprises to establish competitive advantages, and promote sustained development.This paper first contact with high-enterprises, the frontline sales staff. Customers frontline sales staff and customers contacted several concept to be defined, so strictly defined by the present study and research areas. Next customer perception of service quality theory is introduced in this paper and in light of this study, it should be simple exposition. Meanwhile, In this paper, based on customer expectations dynamic model and customer perception SERVQUAL model frontline sales staff customer contact for analysis. On this basis, According to the process of customer contact point of contact with the importance of the effectiveness of high touch-line enterprise sales staff customer contact hours Solution into contact with several key points from the customer perception of service quality perspective at this critical point of customer is the real motive behind what Accordingly the sales staff should adopt strategies to achieve this contact point in the customer satisfaction.Chapter III of the service perception the basis of theoretical analysis, in the first introduction of customer expectations dynamic model, The model analysis through high-contact-line enterprise sales staff to access customer customer expectations of fuzzy expectations Dominant expectations and stealth desired impact. Next, According SERVQUAL model for high-contact-type enterprises frontline sales staff at the request of a high-contact-line business enterprises SERVQUAL scale marketing staff and a simple analysis.Chapter IV is the focus of this paper is the paper of the main innovations. Through the chapters above the theoretical groundwork, From the contact line enterprise sales staff customer contact process to extract the three key points of contact with customers (including construction of the first creators India like to handle customer objections and sales negotiations) from importance, contact feature and the customer perception of quality impact analysis expounded. Hope to find customers at this critical point of contact with real demand is.Chapter V of the high-contact-type enterprises frontline sales staff customer contact key strategy study mainly to the frontline sales staff to provide some practical methods of operation.Chapter VI of this empirical research, I selected the World Alliance Real Estate (China) Ltd. as the object of research evidence, from the initial contact, Sales negotiations and the customers object to be handled at three levels, and some new ideas.