Although Taobao customer service only receives customers online, the skills and methods it needs to master are no less than the shopping guide of physical stores. Everything is the same except the embarrassment of splashing saliva in front of you, and Taobao customer service should learn to figure out customer psychology before sales and after-sales maintenance. If a person really makes Taobao customer service to the extreme, that is, the so-called gold medal customer service, then the social ability on the Internet after Ta will definitely be invincible.
As a Taobao customer service, the most basic quality is to have good psychological endurance, follow up the customer's evaluation of goods, be familiar with the operation mode of Taobao stores, and patiently help customers answer questions. In addition, the customer service of online stores must know the necessary sales skills, and the most important thing is to know how to quickly recommend the products of their stores to buyers.
It is an important part of Taobao's customer service work to recommend the products of its own store to customers. When a new buyer asks for product information, it is best for customer service to provide basic information of the product quickly and actively, rather than passively answering questions. After the buyer knows the basic information of the goods, he will introduce the relevant details, such as model, style and so on. For different buyers, customer service must grasp different priorities. Some buyers pay great attention to the details of the baby, so sellers should take the initiative to send detailed drawings to buyers, especially clothing products, which are very attractive and convincing to buyers.
For every buyer who enters the store, the customer service should take the initiative to introduce the' main product' of the store to them. If the store is carrying out promotional activities or bargains and other preferential activities, the customer service can completely introduce the discounts for purchasing the main products to the buyers to attract buyers. If the buyer has a clear purchase goal, then the customer service should answer the relevant information quickly.
Customer service should think from the buyer's perspective. If the buyer is not satisfied with the goods, the customer service should carefully ponder the buyer's psychology at this time to see if the buyer is dissatisfied with the price, quality or style. If the buyer thinks the price is high, then the customer service should introduce the baby with relatively low price but good cost performance to the buyer at this time. If the buyer is not satisfied with the quality of the baby, the customer service can recommend some babies with high quality and high price, but the customer service must remember not to say "dear, this baby is more expensive" as much as possible, which makes the buyer feel uncomfortable and may give up the idea of buying. In this case, customer service can find several baby links with different prices and introduce the characteristics of each one, so that buyers can choose for themselves. This way makes buyers feel comfortable and respectful.
Customer service must be patient when introducing the baby to the buyer. For those buyers who only have the purchase intention but have no clear purchase goal, customer service should take the initiative to understand their needs and provide guiding suggestions for their intentions; For some novice buyers, customer service should guide them and help them solve their shopping problems.
Clever introduction of non-similar goods related to goods is what customer service needs to do. For related products, some buyers will take the initiative to ask about the matching products in the picture, which is a good sales opportunity. Recommend related products, customer service must remember that this is based on the principle of voluntary.
In addition, an excellent Taobao customer service should learn to classify customers, master their consumption habits for old customers and actively understand their needs for new customers. After-sales service must also be paid attention to, pay attention to the buyer's comments and messages, and achieve intimate service, which will leave a good impression on the buyer. The key to enhance customer loyalty is to provide products and value experience that customers expect. In this regard, every shopkeeper should continue to work hard.
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