As shopkeepers, although we don't have physical objects, you have to understand that buyers think we are shopkeepers with physical objects. If you want to make money, you need to understand the psychology of buyers. The following is the related content of seller's chat skills that I collected for you. Welcome to reading.
First, professionalism is the root and enthusiasm is the foundation.
Enthusiasm: Basic greetings such as "Hello", "Welcome", "Nice to meet you" and "I hope you can find a satisfactory DD here", and then judge the customer's personality according to the customer's answers. If you are a serious customer, then come straight to the point and introduce your baby. If you are a cheerful customer, you might as well send more greetings.
Specialty: Familiar with babies, and know the origin, specifications, models, performance and other parameters like the palm of your hand. Say more affirmative and exact words, and use less ambiguous words such as "maybe", "maybe" and "should be right".
Second, respond to customers in time.
Taobao is an open platform, and every customer will not say that they are waiting to buy your products. When customers ask about products, the store does not reply in time, which is easy to cause customer loss. Once customers are lost, they will basically announce that they will never come back, so it is particularly important to reply to customers in time.
Third, eliminate customers' purchase concerns.
The online shop itself is a kind of non-face-to-face sales. Before buying, customers will naturally have concerns about the seller's reputation, the quality of the baby and the after-sales service. Then we can only communicate through language skills. Some customers may ask these questions directly, but some customers only ask questions in their hearts, so it is suggested that we answer these questions for two different types of customers.
To the direct question, we replied, "Don't worry, although I am a novice, I value credibility more. Baby, there is no problem with quality assurance. Didn't selling inferior and counterfeit products ruin my job? " In addition, if there is any quality problem, I promise to return it, and the postage shop will bear it. "
For those who have doubts, we take the initiative to say "thank you for your trust in me as a newcomer." I'm glad to come to my shop, and I will definitely live up to your trust. I absolutely guarantee the baby's quality and after-sales service. Do you think there is any problem? "
Fourth, how to talk about the price with customers?
"Too expensive" If a customer says so, there are two possibilities. First, the price is indeed beyond his psychological price; Second, I want to bargain with you.
Treat the first customer: we can communicate with customers like this: "(emoticon), it's not expensive." This product in the store is also the market price, and other stores are also cheap, but the quality is not guaranteed. " I think, when you buy something, you must want to buy a baby that is also called heart and peace of mind. (emoticon) "
If the customer approves, we can continue to talk about the price. If the customer really can't accept it, you might as well recommend his baby with the right psychological price to the customer. "Why don't you tell me what your lowest psychological price is, and I'll help you find it. I don't have it in my shop. I can also search for you in other stores. You must keep your word, otherwise don't say it. In this way, for the sake of customers, you can make customers agree with you. Even if there is no deal this time, it is possible to visit you next time, or let his friends and colleagues visit you. )
Treat the second kind of customers: this is a challenge. We should emphasize the advantages and value of products, and don't let customers worry about the price blindly. For example, the buyer of your new store is saying that your product sales and praise are insufficient. At this time, we should take advantage of this advantage and say to our customers, "The store is newly opened, so I mainly focus on sales now, and the price you buy is the most favorable." At the same time, if you are not satisfied with the postage refund shop, then there should be as many guaranteed shops. " Don't let buyers bargain. Customers always want to be cheaper, cheaper. If they become cheaper, they will doubt whether they can get a discount again. In the end, they will feel that they have suffered a loss and doubt your product.
5. Customers should be appeased after purchasing.
After taking pictures of the baby, most customers feel uneasy, such as whether the price is appropriate, whether it can be delivered in time, and whether the quality can be guaranteed. Therefore, it is necessary to appease, "Thank you for your trust and support, I will deliver the goods in time, and I will inform you of the delivery number, and I will also follow the baby's itinerary" (emoticon). If you are satisfied after receiving the baby, don't forget.
6. How to treat potential customers who have not made a deal?
We shouldn't ignore the potential customers who didn't close the deal because of the price, baby style or other reasons, because the other party came to my store to encourage me and asked me to trust me. We should apologize for not closing the deal. "I'm sorry, there is nothing for you. Please look elsewhere. I hope you can find something satisfactory. I'll keep an eye on it for you. I'll let you know if you find it. " "I'm sorry, my offer didn't satisfy you, but I really can't make any concessions. I am willing to make friends with you, and you are always welcome to come again. " Keep a normal and peaceful mind, even if you don't sell your baby, let everyone recognize that you are a person, so that you can continue to operate for a long time.
Seven. Communication before customer confirmation and thanks after evaluation.
Only after the customer's confirmation and evaluation can a transaction be called completion. Communication paves the way for evaluation. Thank you for your plan for the future. Good communication will make customers seriously evaluate and write wonderful comments (this comment can be seen by customers later). Thank your customers from the bottom of your heart, and let them feel valued and needed, so that customers will help you sincerely. "Have you received the goods? Are you still satisfied? " After the other party approved it, "(emoticon), it's nice to do business with you, and it's also nice to meet you. I hope I can take a little convenient time and give a good comment by moving my little hand. Thank you. " Don't forget to comment back to the buyer after getting the affirmation and praise from the other party.
Eight, irregular return visit
Don't forget your customers, and don't let them forget you. The completion of a transaction does not mean the end of sales, but the beginning of the next transaction. Only by operating customers with care can we continue to operate. You should pay a return visit to the customers who clinched the deal, holiday wishes, Taobao and buyers' activities, and some maintenance knowledge and matching skills you found yourself are all reasons for a return visit. How wonderful it is to turn God into a friend!
Of course, without honesty, all skills will make people feel insincere, and any skill is based on honesty. "To settle down, the first thing is to be honest", treat people with sincerity and open a shop with brains. "Taobao road is long, seek happiness"!
Summary: Here are some points, don't question customers! Don't ask customers! Don't deny customers! Don't harass customers!
When the customer fails to reach a deal, we need to think about the questions raised by the customer. How can we answer them better? Don't make the same mistake again and again.
Shops should show professionalism. If the customer has any questions, we need to answer them well and happily in order to facilitate the transaction.
Further reading: Pre-sale phrases of Taobao sellers
1. Hello, are you there?
Style 1: Hello, dear, yes, it's my pleasure to serve you. what can I do for you? (smiling)! This style is more orthodox and polite. When talking with customers, using "you" can make customers feel that we are serving her attentively. Adding a cute expression can better narrow the distance with customers and adjust the atmosphere. )
Style 2: Hi, yes. Oh, what can I do for you?
The first contact with customers in a humorous tone can create a very relaxed atmosphere and make customers feel that you are very interesting and happy! Calling each other "you" also reduces their sense of distance from you, thus promoting the later conversation)
2. Do you have this dress?
Dealer Edition: What is displayed on our baby is the actual inventory, and what you can see is the stock!
Self-selling version: please wait a moment, I'll check it for you! At this time, your language must show your calmness and professionalism, so that buyers feel practical and trust.
Which color do you think looks better? Please recommend it to me!
I think these two colors are good, because everyone's upper body effect and preferences are different, customers choose according to their personal preferences, and there are more customers who temporarily choose XX color!
My height is XX and my weight is XX. What size should I wear?
Size concept: according to your height and weight data, I suggest you buy size M, and size S may be a little small for you!
There is no concept of body shape: because everyone's body shape is different, in order to be responsible for you, what we recommend for you according to your height and weight may be inaccurate. I suggest you choose clothes suitable for your daily life and measure data such as shoulder width, chest circumference and waist circumference. Choose the one that suits you best according to your most accurate data!
At this time, if you are professional enough, show your major as much as possible; If you are not professional enough, try to pretend to be professional and let customers feel that you are reliable.
How is the quality of your clothes?
Brand: The clothes you choose are XX brand, and the quality can be absolutely assured. If there are any quality problems, we will return them within 7 days.
No brand: our store has been operating for so long, and we are absolutely confident in the quality of our products. We will carefully check every baby before delivery, so please feel free to buy it.
At this time, you must let the customer feel your affirmation and self-confidence from your words, and you must tell the customer whether you can provide a refund service, so as to avoid her worries and effectively improve the transaction probability. )
5. Is there any color difference between this dress and the photo?
Our photos are all 100% taken in kind, but due to different monitors and different visual senses of everyone, online shopping will inevitably have some chromatic aberration. If you are particularly concerned about color difference, I suggest you choose carefully!
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