Also known as the first interview language: hot mom/hot dad hello! Welcome to Nova newstars flagship store, specializing in the production of baby strollers for 20 years. "Everything is for the baby's health" is our service tenet! This is customer service XXX. what can I do for you?
Two or three pre-sales words
1 What's the quality of this car?
Hello, our car adopts high-quality imported environmental protection materials, and its functional design has been scientifically studied. The car has undergone many quality inspections before leaving the factory, and it has the quality inspection certificate provided by the national quality inspection agency. Moreover, our car supports 30 days for no reason to return and exchange, and three years for free maintenance, so as to avoid all your worries; Let the baby use it safely and comfortably, and let you buy it with confidence!
Do you have all your cars in stock?
Hello, our products are available as long as they can be photographed! (air kiss expression)
Can you make it cheaper?
Hello, our prices are all the lowest and the prices are open. Friends can also compare cars of the same model and material. I can assure you that our price must be the lowest. Besides, you also know that you get what you pay. Only in this way can a high-quality car be conducive to the healthy growth of the baby! Do you think this is the hairstyle?
It is still too expensive. If you are cheaper, I will buy it.
The price is really the lowest, and I am just a small customer service and have no right to decide these things, and Tmall backstage can't modify the price; I feel very congenial to you and want to make this friend with you. Ok, I'll ask the leader to apply for more gifts. Do you think this will work?
At this time, customers usually answer: OK, go ahead, I'll wait for your news.
The customer service will wait about 2 minutes before contacting the customer.
Hello, sorry to have kept you waiting. I just went to the leader to apply, and it is also our sincerity to make friends with you to pack all the gifts we can apply for.
At this time, customers will generally agree, and even if they don't agree, they will tell their own ideas and bottom line; After listening, we can see that the customer's requirements are not within our scope. If so, we can answer, "dear, we really haven't sold such a price, and I have no right to decide these;" But I think you really bought it with your heart. I promised your request at the risk of being approved by the leader, but don't tell other customers. I treat you as a friend! " If the customer's quotation exceeds our bottom line, if we can't promise the customer, we can answer like this: "Dear, I'm really sorry!" " The price you mentioned is lower than our purchase price; The gift I just applied for for you told the manager that it was discounted only after a friend bought it (aggrieved expression). Please understand! In addition, as you know, we buy not only products, but also peace of mind!
Is the car guaranteed after sale?
Hello, after sale, you can rest assured that our shopping cart will be returned within 30 days, which will not affect the secondary sales. We also provide free maintenance for any quality problems during use. (Note: There is no reason to return the goods within 7 days, and the maintenance freight. )
6. Is this car postage?
Hello, where will you send the goods? Can Dayun Express arrive? (After the customer answers, the customer service will go to the freight template to see what the freight is like before answering. )
If it is a postal area, answer: Hello, this car is doing postal activities now. If you like it, please take it away as soon as possible so that we can arrange delivery for you!
If it is a non-postage area, answer: hello, the price of this car is already the lowest at present, and there is no way to package it for you. But now we have mosquito nets to give away, and the purchase is still very favorable!
When will you deliver the goods?
Customer service should first be familiar with our goods and know which ones can be delivered in time and which ones need to wait. Then look at the time of the day and tell me before 4: 30 pm that it can be delivered that day. If not, tell me to send it the next day.
What can be delivered on the same day: dear, if you shoot now, we can arrange for you to deliver it on the same day; In this way, you can also receive the product as soon as possible, so that the baby can use it early!
What can't be delivered on the same day: honey, today's express has been picked up. But if you shoot now, we will arrange delivery for you early tomorrow morning. We deliver the goods in the order of payment.
What express delivery do you send?
Dear, the courier we cooperate with is Dayun's! Excuse me, can you get there by Dayun Express?
(If it can't arrive, ask the customer what express delivery can arrive, and then remind the customer to make up the appropriate postage; Customer service analyzes the specific situation according to the specific situation and answers)
How many days can I receive in nine days?
There are two situations: first, the customer has already photographed it. At this time, the customer service should look at the customer's address and judge according to the receiving area; The second is that the customer didn't shoot it. At this time, ask the customer where the receiving area is before making a judgment and answer. Remember not to promise any absolute words to customers, and answer with ambiguous words such as "should be ok, probably".
10? Specific questions about products
The content of this piece needs customer service to remember according to the product details I sent you. Don't answer casually if you don't know. The evaluation of product details will be recorded in the KIP evaluation of customer service; Every week, I will write a paper according to your's study task, and everyone will evaluate the exam in a unified way.
1 1 Check the address
Anyone who takes orders in the store should check the receiving address to prevent unnecessary losses caused by sending the wrong address.
Three after-sales words
1, the car received it, and the parts were crushed.
Hello, I'm sorry for the trouble. Can you take a picture for me? (the average customer will follow this. After reading it, if it is really broken, you can answer: "Dear, it may have been crushed during the express delivery. I'm really sorry for the trouble. I will contact the warehouse immediately to reissue it for you.
Then look at the customer's reaction and generally agree; If this accessory is irrelevant, the customer requests direct compensation, and the customer service will negotiate with the customer according to the specific situation.
2. Why can't you see the logistics information after delivery? How come the logistics information shows that you have signed for it, or the logistics information shows that you have gone to other places?
In this case, contact the warehouse first to see if the goods have really been delivered. If the goods have indeed been delivered, check whether the logistics order number is correct. If everything is all right, contact the courier to ask about the specific situation and then appease the customer. Remember: don't make up lies to fool customers without knowing the reason, so you will have to make up countless lies. When explaining to customers, try to put the responsibility on the courier, then convey your efforts to solve the problem and impress customers with emotions. For example: Hello, dear, I just contacted the warehouse and the courier. On the day you took the photo, we arranged for the goods to be sent out, but I just contacted the courier, because the courier was severely squeezed in the rain and snow, and the logistics information was slowly updated. Please be patient. If you have any questions during the receiving period, you can come to us for consultation at any time.
3. If the received products are not satisfactory, please return them.
Dear, our family supports seven days without reason to return the goods; Do you have any dissatisfaction with the product? (Then we will analyze and solve it according to the specific situation of customers. )
Our kind of return is less, and the most is compensation; This requires our customer service to make financial compensation according to the specific situation at that time. However, customers have to ask whether they can return or exchange goods. Be sure to promise the customer that this is possible.
Four concluding sentences
Thanks to the hot mom/dad for their support to the flagship store of Xinxing XXXXX! If you have any questions in the process of collection and use, you can come to consult XXX at any time. Your support is the driving force of Xinxing XXXXXX flagship store! (Rose expression)