1. Timely response (keywords: quick response, well-trained) The time for customers to say hello for the first time cannot exceed 15 seconds. Typing speed should be fast, at least 50 words/minute, and there should be no typos; Every time you answer a customer's question, the customer can't wait more than 20 seconds. If the answer is too long, it is advisable to answer it several times;
2. Warm and cordial (praise, enthusiasm, intimacy, naturalness and sincerity). The language is standardized, the greetings are polite, and the customers feel warm. Don't use blunt words, but be intimate and natural.
3. Understand the needs (carefully, patiently, accurately answer questions and find topics), give accurate responses to customers' inquiries and needs, provide customers with satisfactory answers quickly, and guide customers to generate needs when the needs are unclear.
4. Professional sales (self-confidence, adaptability and comfort) answers customers' objections with professional words, professional knowledge and professional skills, so that customers feel that we are experts and feel god-like comfort.
5. Proactive recommendation and related sales are good at recommending the company's main payment to customers and giving relevant recommendations, even reaching a higher customer unit price.
6, build trust (build goodwill, make friends,) through experience, find a topic with customers, think about what customers think, give customers advice, and build sales trust.
7. Change the subject and make a deal. When customers encounter difficulties, wordiness or company weaknesses, quickly change the subject and guide sales in order to facilitate transactions.
8. Experiencing pleasure (solving problems, strengthening advantages and seeing off) The service process can help customers find accurate memory points, strengthen customers' memories, give customers a good experience and leave happy memories.
1. How to prove that the quality is genuine? How to tell? Do you support counter inspection? What if the inspection says it's fake?
question
Problem background
Solution reference
Proficiency and skills
Is your home selling genuine products?
Online fakes are rampant, and I am afraid of encountering them.
Customers who have no online shopping experience are afraid of being fooled.
A customer who comes to the store for the first time
Customers who don't know the mall.
1. My housekeeping activity was set up in the name of the company, and the industry and commerce have put it on record. The products sold are genuine products directly supplied by the top ten sports institutions in China, so you can buy them with confidence.
2. rhetorical question: is this your first visit to the mall or our store for inspection? We are the first batch of established stores approved by the official mall after evaluation and verification. You can rest assured of the goods.
1, emphasizing that it is the first batch of established stores approved by the official mall after evaluation and verification.
2, industrial and commercial records, reputation
How to tell?
Still don't trust customer service
Tens of thousands of customers all over the country have become our customers watching sports. May I have a look around? Do you need me to give you a brief introduction?
1, the evidence says: My family already has tens of thousands of old customers, so I can rest assured.
2. Put aside this topic, ask questions and understand customer needs.
Do you support counter inspection?
Know some rights protection knowledge and know a little about the online sales environment.
Very supportive, fake one dozen ten, symbol
Kindness and closeness in speech.
What if the inspection says it's fake?
Think carefully and buy carefully.
1. Up to now, we have sold tens of thousands of goods, but we haven't received a complaint about counterfeit goods.
Many small shops seize customers' cheap ideas, such as goods A and foreign trade receipts. And the purchase channel is not authentic. In the end, it is the customers themselves who suffer.
We can provide the official invoice, which is guaranteed to you.
1, evidence speaks for itself
Step 2 compare
3. Provide commodity invoices
I hope the price is favorable.
Can you make this less? How much is the minimum? Can you give me another discount? Can you send something? Will it be cheaper to come next time? Can you mail the parcel? Can I have an extra pair of shoelaces?
question
Problem background
Solution reference
Proficiency and skills
Can you lower the price?
Can you give me another discount?
Customer's habit of asking questions
Encounter more expensive goods
In the girl's bargaining heart.
1, my goods are purchased through regular channels, and the price is much lower than offline.
2, the price is stipulated by the company, our customer service has no right to bargain, I hope to understand!
sign
1, words can be easy-going and ease the atmosphere.
2. Tell me that online shopping is much cheaper than offline stores.
3、
Your house is expensive to sell.
A tentative statement from a customer.
1, hehe, I wonder if you are joking with us? Expensive and inexpensive are relative. We didn't start with low prices. If you understand, we are more willing to provide you with valuable services.
Relax the atmosphere,
Find out what information is behind the customer.
Did you send a gift?
Habitual problem
I like this preferential method
1, direct method: I'm sorry, companies usually have gifts when they engage in promotional activities on holidays.
2. Reminding method: The company will have some promotional activities to give back to new and old customers on holidays, but there are many types of promotions, not necessarily gifts, so you can actively pay attention to them. Everyone understands each other.
Remind him to actively pay attention to holiday activities after replying. If necessary, you can tell him the latest promotion activities and tell him separately in advance, so that customers feel treated with courtesy.
Other families have given gifts (other families can get discounts again). Why is your family so rigid?
Other economists may promote sales.
1, each family has its own experience, and the competition in shopping malls is fierce. Some merchants sell it to you very cheaply, but other services are not guaranteed at all. You should be careful with this. (I indirectly asked him if he would tell me the promotion methods of other companies)
2. The price of the goods drawn up by the company can't be fixed casually. What kind of goods are sold, the company must have a planned and reasonable price.
1, emphasizing discounts or gifts. Can other services keep up with the reminder?
2. It is reasonable to emphasize that price is a company's behavior.
If you don't give me a discount, I'll leave.
Threatened, but I hope I can place an order in our house.
1. Through the words of greeting just now, I feel that you still know the goods very well. This product is indeed XXX, and now there are too few sports shoes that you can understand in place like you. Give it a try and it meets the requirements.
We can't interfere with the business activities of other enterprises. Many old customers bought them in buy buy. To tell the truth, our company advocates providing value to customers, not price.
It is also a kind of fate that you come to our shop. Don't worry, when you buy our products, you will experience our service. By the way, it seems that many people ask (buy) your products these days. Shall I check the inventory for you first? If you are satisfied with the style, please take a quick photo. Shopping here and running there are actually quite tiring. )
"sandwich" strategy
1, praise the advantages of customers first.
2. Emphasize the company's concept of "let customers receive goods"
3. Promote trading behavior and discourse expression.
The customer once again declared that the price was not cheap and left.
1. Do you really think our price is expensive? Do you think there is a gap with your psychological price or lower than ours? (You can ask questions first, two hypotheses, or choose one)
2. (The customer replied: If it belongs to the price in mind, it will ease the atmosphere) and said:
To tell you the truth, it is difficult for us to talk, and we can see your sincerity in buying this xx. Forget it, it's really hard for you. Can I apply for a small gift for you? Others don't have this chance.
3. (Customer answers: If it belongs to the price of competitors) Say: Oh, the price of competitors is too low. If it were me, I really wouldn't buy it. Well, the price is not low. Can I apply for a voucher for you? Other customers don't have such special care
1, the last step is to confirm whether the other party is more expensive or compared with competitors, and apply separately to help customers and make them feel particularly honored.
When things are almost finished, you can say it half jokingly, and then you should have a good review.
Will there be a discount next time?
I didn't get a bargain this time. I hope I can get a discount next time (very clever)
1, we all hope that regular customers will come to our place to watch sports more often. Next time there is an activity, there will generally be a discount;
2. Buy more and get more discounts. You should buy two more next time. My family has a good reputation in the whole sports industry. I hope you pay more attention.
Polite language, reminding that there is a discount, it is not easy to answer directly.
Can you mail the parcel?
The price of goods may not meet the standard of postage.
1, we will send postage when the audience is over 200.
2, some shops are free to 280 yuan, and we have considered a lot for customers.
3. (If the customer really wants it, or directly tells him not to buy it without free mailing) The first type: If the cost exceeds 180 yuan, you can apply, but you can't guarantee approval. Give a psychological hint first. After the approval, the customer's joy will exceed expectations, the experience will be different and they will agree with us more.
The second type: below 180, it is recommended to look at other products, and actively recommend it at this time.
1, notification policy
2. Flexible application 180 yuan can also be exempted from insurance policies.
Can I have an extra pair of shoelaces?
The customer bought it before and matched it.
By the way.
1, rhetorical question confirmation: You may have the experience of sending shoelaces before buying shoes, right?
2. Well, this is really too detailed. The information given by the commodity department is generally the same as the picture information you see. This can only be based on the situation of each manufacturer. Generally speaking, a pair of shoes is enough.
I remember when I was at school, I used more shoelaces to play football. Hehe, it also depends on how you wear it and the environment you use it. )
Remind each manufacturer that the situation is different.
It is recommended not to be deliberate, but to be sure.
Why is your price so cheap?
Question the price of the product and whether the supply is genuine.
1, rhetorical question: Really? You used to buy shoes in specialty stores, didn't you?
2, online sales, saving many channels and store fees of traditional enterprises, commodity prices are generally more favorable than offline, so now more and more people are keen on online shopping, which is also quite fashionable. My products are all new and complete, and the prices are still very competitive. You can choose slowly.
Look at each other's further questions.
3. Care about other information of goods: delivery package and invoice.
Is it a new product? Are the goods samples? Haven't you tried? Please check it before delivery. There should be no stain on the goods. Is the packaging the same as that of the counter? Do you have a shopping bag? Do you have a counter invoice? Will the size be wrong? Where did it come from?
question
Problem background
Solution reference
Proficiency and skills
Is it a new product?
I wish I had bought something new.
If it's not new, I hope the price is favorable.
1. confirmation of new products: my family pointed out that sports mainly sell new products, adding more than 500 models every month. The pair you like is new.
2. Confirm that it is an out-of-season product: Oh, the one you see is just out of season, and our price has been lowered. You got a good deal.
3. I'm not sure: my family mainly sells new products, and there will be some special items. In fact, the styles of these international brands don't change much every year, so as long as you like them, what do you say?
1, unless it is confirmed to be a special price, it is generally new by default.
2. Emphasize that what you like is the most important thing. The new style doesn't mean that everyone likes it. Some models are released every year.
Are the goods samples?
Experience in purchasing sample shoes.
Know something about clothing terminal sales, and know that the quality of products will change when samples are displayed.
1, rhetorical question: Have you ever worn sample shoes before? Hmm. How interesting
2. We point out that the goods are all through formal channels, and there will be no sample goods flowing into our warehouse and then delivered to you. Don't worry.
Sometimes, you need to confirm with customers: what do you mean by samples?
Haven't you tried?
The client wants some psychological comfort or verification. If we wear them, we want to give some information about whether the shoes are suitable or not.
1. All the goods we put into the warehouse are bulky goods. I don't know what you are talking about. What do you want to help you with?
You can understand customers' concerns and thoughts in this regard.
Please check it before delivery. There should be no stain on the goods. Will the size be wrong?
1. I heard that there will be a delivery error message before, so I would like to remind you.
2, send a friend, give an account.
1, we check the goods entering and leaving the warehouse, which our warehouse staff will pay attention to and check.
You can safely explain.
We have checks in and out of the warehouse.
Is the packaging the same as that of the counter?
I hope it's the same as the offline counter.
Want a sense of practicality
Our products and offline stores are listed simultaneously, and they are all from the same supplier, and the product packaging will be the same.
Just answer normally.
Do you have a shopping bag?
Do you need a bag or just ask?
You can make it clear whether the other party needs it and say:
Generally speaking, shopping bags will be folded when the express delivery arrives. We don't usually put it in. Please leave us a message if you need it, and the warehouse will help you prepare it.
Just answer normally.
Do you have a counter invoice?
Reimbursement or just asking
We are a regular company, and we can give you a regular invoice, but please leave us a message when you place an order, and don't forget. sign
Just answer normally.
Where did it come from?
Care about the relationship between the source of goods and genuine products or need to calculate the delivery time.
(It may also be that competitors spy on military intelligence)
1. All our goods will be sent from Hangzhou.
2. What information do you want us to give you by asking?
(When the customer asked for it for the second time, it can be said that the company explained that it was sent from Hangzhou and Jinhua, because the goods happened to be in Jinhua, and it was faster to send them to the customer, instead of sending them to Hangzhou first and then to the customer. )
I don't say it's from Jinhua here.
If the customer is very concerned about this (suspected competitor), it can be said that business is good these days. It seems that many people care about our supply. Two days ago, two colleagues came to ask, and accidentally leaked the clue, which was quite interesting (to let the other party know that we were suspicious).
These shoes have no labels. Are they fake?
Questioning product quality and supply
1. Well, many new friends began to contact international brands such as Nike and Adi, and they were very unaccustomed to shoes without tags. They think what we offer is false. Actually, this is a misunderstanding. Nike and Adi used to have tags on their shoes, but now they are generally gone. If you are not at ease, you can ask more friends around you. I am telling the truth.
2. Don't worry, our products fully support counter inspection.
4. Return and exchange
The size is wrong. Can I exchange it? If I don't like these goods, can I exchange them? Who will bear the postage? Can I exchange it for another style? Can I return the label if it is removed? What courier should I use to return the goods? Can I pay the postage for the return and exchange? Remember to assure the customer that if it is really a quality problem, we will handle it properly and give the customer a satisfactory answer. )
Underwear and other close-fitting clothes will not be returned once they are sold, because the goods are special.
question
Problem background
Solution reference
Proficiency and skills
The size is wrong. Can I exchange it?
Worried about the wrong size,
1, our service policy: 7 days unconditional exchange, 15 days no reason to exchange, as long as it is put forward within the specified time, the returned goods will not affect the secondary sales, are allowed.
2、
1, clarify the policy.
2. Remind the other party to pay the replacement fee.
I don't like it if I buy it. Can I exchange it for another style?
Worried about the difference between pictures and objects
1, 15 days can be replaced with the same model with different colors or sizes;
2. If it is more than 7 days, it is not acceptable to change to other styles.
3. In order to avoid unnecessary returns, please think carefully when you take pictures, and then place an order and complete the payment. sign
Explain the policy,
Remind to choose money carefully before placing an order.
What is the process of returning goods?
I don't understand,
1, dear, you can have a look at our "Return Notice" here.
2. The most important thing is, if there is a demand for returning goods, please inform us in time and explain the situation, and we will handle it for you according to a reasonable process.
3. If it is a quality problem, you need to send pictures to us for review.
Remind the other party to read the terms in detail
Can I return the label if it is removed?
Ask possible questions
1, not accepted in principle; (Look at the customer's reaction)
2. (Customer's re-consultation and request) Of course, this is not dead, and we will judge and humanize it according to the situation at that time.
Hehe, this phenomenon has happened before. I remember that one of the customers had retired less 10 yuan. Let's not talk about direct, as a deterrent. )
Remind to place an order carefully.
Pay attention to the wearing time.
What courier should I use to return the goods?
Cautious customer types
We have no special requirements for this. As long as the goods are sent back in time, we will refund them in time.
Who pays the round-trip postage? Can I pay on arrival?
Care about the core issues
1, in addition to the quality problem, we will compensate for the return, other reasons: the style is not like, the size is wrong, the color has changed, etc., and the round-trip expenses for the return and exchange need to be borne by the customer.
2. We allow the return of goods, which is our inventory and will be sold at a loss, hehe.
It is ok to pay on arrival, but it will be deducted from your account.
expand on
How to calculate the refund when returning goods?
Ask very carefully
Two cases: the first: postage, if it is a quality return, we will bear the postage; If it is your personal reason that leads to the postage of the return, it is yours;
The second type: the cost of the purchase of the goods themselves: the refund of the goods themselves, we will be appraised by specialized quality personnel according to the arrival situation, which is our quality problem, and we will fully refund it; If it is caused by customers' improper clothes, and the product has something that affects the secondary sales, I'm sorry, but we will have an appropriate deduction. I hope you understand. Is that clear?
Both types say.
Explain that the company will handle it as appropriate.
When does the refund usually arrive in our account?
If the return process is smooth and normal, it will usually be within 3-5 working days (sometimes financial business trips or something may be considered, hehe)
Explain the execution under normal circumstances.
And inform the unpredictable situation.
5, commodity attribute information and recommendation
Do you have the specific length and bust of clothes? Adi wears 4 1 yard shoes. What size should Nike wear? Is this product too big (too small)? When was it produced? What material? Will it be hot (cold) to wear? What material is it? Where is the place of origin? Is it heavy?
question
Problem background
Solution reference
Proficiency and skills
Do you have the specific length and bust of clothes?
Professionals or stupid questions
1. On each of our product pages, there will be a list of sizes of this brand. You can find the most suitable model according to the size table corresponding to your height.
It's best for customers to check the size table themselves, unless they report the data, let us recommend the model, and then we will give our opinions.
Adi wears 4 1 yard shoes. What size does Nike wear?
I usually wear Adi, so I'm going to look at Nike shoes.
1, Zan: I can see that you have been wearing Adi brand for a long time. Nike shoes, especially basketball shoes and board shoes are all good. I wonder which series of Nike shoes you want to see? I can recommend it for you.
2. At present, our store does not have the function of searching by size, but the sizes of these two brands are relatively standardized and basically the same. Specifically, you can look at the series you choose and compare it with the size table, which is more safe.
It is best for customer service to know the size characteristics of each brand in advance and compare them (the sales department needs to provide information)
Is this product too big (too small)?
I have seen it before.
Ask carefully
1, if there is no special description on the product page, it is generally the same size as ordinary clothes. You can refer to the brand size table to judge.
It is best for customer service to know the size characteristics of each brand in advance and compare them (the sales department needs to provide information)
What size XXX do you have?
When you are lazy or short of goods, the other party is impatient and find it yourself.
1, well, I have a complete range of goods and sizes in my shop. It depends on which one you like. Almost the same style, there will always be your size, I suggest you have a patient look, hehe, symbols.
2. If the other party doesn't like several styles after reading them, you can make more 1 recommendations if you have time, so that customers can feel our goodwill and enthusiasm.
In principle, customers are allowed to find their own, and customer service time is limited.
Do you have this commodity in any other colors?