The main job of Taobao customer service is to chat with customers, and master good chat skills to make you close orders quickly. The following are my practical chat skills for Taobao customer service. Welcome to reading.
Taobao customer service chat skills 1 Taobao customer service practical chat skills:
First, assuming that the prospective customer has agreed to buy the goods, when the prospective customer appears in buying signal but hesitates, the technique of choosing one from the other can be adopted. For example, Taobao customer service can say to customers, "Do you want black and white or pure black? Or "excuse me, where can I get this kind of alternative questioning skills?" As long as the prospective customer chooses one, it is actually the idea of customer service that is helping and making up his mind to buy it!
Second: Help prospective customers choose: Many prospective customers don't like to place orders quickly even if they are interested in buying. Customers always like to pick and choose, and the delivery date of product colors, specifications and styles keeps spinning. At this time, it is necessary for the two boys in Taobao shop to change their strategies, not to talk about placing orders for the time being, but to enthusiastically help customers choose colors, specifications and styles. Once the above problems are solved, your order will be executed.
Third, taking advantage of the fear of not being able to buy something, people often want it, and the more they can't buy it, the more they want to buy it. The clerk can use this customer's fear of not being able to buy it to facilitate the completion of the order. For example, Xiao er can tell customers; This product is the last one now, and there may not be any new products in the short term. If you don't buy it, you won't have it Or: Today is the deadline for store discounts. I hope parents can hurry up. If you buy it tomorrow, you may not get this discount price!
Fourth: Try to buy some first. When prospective customers want to buy your list, but have no confidence in the product, Xiao Er can suggest that customers buy some first. As long as you have confidence in the product, although the order quantity is limited at first, the other party may give you an unexpected list after using it satisfactorily. This trial technique can also help customers make up their minds to buy.
Fifth: Some customers who shop on Taobao are naturally indecisive. Although they are interested in the products in the store, they always drag their feet and delay making a decision. At this time, the bartender might as well return the customer's information later, so that the customer can make up his mind to buy earlier.
Sixth: answer with rhetoric; The so-called rhetorical answer is that when a customer asks about a product in a Taobao shop, but it doesn't happen, he has to use rhetorical questions to promote the order. For example, prospective customers ask: Does the owner have a white T-shirt? At this time, the bartender can't answer no, but should ask: sorry! We don't have this model, but we have black, red and purple. Which of these colors do you like?
Extension extension
Taobao customer service terms
Pre-sale phrase
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)
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!
salutatory
Hello! It's my pleasure to serve you. what can I do for you?
Dear, welcome. what can I do for you?
Reply language
Hello, it's my pleasure to serve you. The goods you mentioned just now are available.
We are doing activities now: 100 deducts 5 yuan, 10 deducts 200 yuan. (and so on)
The default is Tong Yuan Express.
Hello, I need to look at the inventory list for you. A moment, please. (If the buyer needs to wait, don't wait too long. It is generally best to contact the buyer every 3 minutes. It's embarrassing when shopping.
Tired of what the customer service said to check, let me hang up for a long time)
conversational language
Honey, I really can't do what you said. I hope I can help you next time. (When the buyer's demands are too many to be met)
Well, if you believe my personal opinion, I recommend a few, which are purely personal opinions (smile) (when the buyer asks you to recommend him a baby)
Honey, you have a good eye. I personally like this one you chose. Praise the buyer sincerely, don't exaggerate, many people will resent it.
Bargaining dialogue
Dear, hello, my biggest discount right is 10% discount for more than * * * yuan. Thank you for your understanding.
This is really embarrassing for me. I'll ask the tour leader to see if I can give you a discount, but it's estimated to be a bit difficult, dear. A moment, please.
I'm very sorry that the discount you said is difficult to apply for, or do you want to see * * yuan? I can ask again, or I really can't handle it.
End dialogue language
Dear, thank you for buying our products. We have a good cooperation. Welcome to visit next time. (paid)
Honey, I'm sorry I didn't make you happy shopping. Let's cooperate again sometime. I look forward to your next visit. (No transaction succeeded)
You're welcome. I look forward to serving you again. I wish you a good mood every day, good night! (Available whether the transaction is successful or not)
Dialogue on payment
The quick dialogue and answer after payment can give customers a professional sense of trust.
Honey, the price has been set for you. One * * * is * * yuan. Pay at your convenience. Thank you for purchasing our products. (When the price needs to be revised)
Dear, I see that your payment has been successful. We will deliver the goods for you in time. Thank you for buying our goods. Please call me at any time if necessary. (When the payment is successful)
Logistics dialogue
Most customers are obsessed with the delivery time when buying products, and a unified answer can solve customers' repeated questions.
Jiangsu, Zhejiang and Shanghai generally need 1-2 days. If the courier company does not delay, it will be received the next day after delivery.
It usually takes 3-5 days outside Jiangsu, Zhejiang and Shanghai, and 5-7 days in remote areas.
The default is Tong Yuan Express.
Dear, I'm sorry, because of the rain and snow, the courier company can't deliver the goods in time. You may have to wait. I'm really sorry.
Dear, due to the severe rain and snow, express delivery is not available now. Can we change it to express mail for you?
After-sales dialogue
Hello, what's wrong with you?
If it's a product problem of our company, I'm sorry for the trouble.
Dear you, don't worry, our company has a 7-day unconditional return service.
We will definitely give you a satisfactory answer.
Dear, please rest assured that our company will give you a satisfactory solution, but we need your cooperation and take photos of the product quality problems, okay?
Honey, I'm sorry to bother you. Defects that you think are unacceptable. According to your photo, you can choose to return it or we can reissue it for you. We are sorry for this trouble.
Evaluation dialogue
Honey. Thank you for purchasing our products. I have a good opinion of you.
If you don't like or are not satisfied with the goods you received, we will return them unconditionally. If you have any other after-sales service problems, please contact us before the evaluation. You can use Taobao Want Want or call us xxxx, and we will solve it for you immediately.
Thank you again for your patronage. I look forward to being your friend and wish you all the best.
Chatting skills of Taobao Customer Service 2 1. What do you think is the most important thing for a qualified customer service?
A: aaa (if aaa is your answer)
By the way, besides aaa? (such as aaa= patience, except patience? )
2. What was the main content of your customer service work in your last company? Please list 1.2.3.4.
3. So what are you doing in your usual customer service work if there is no 1.2.3.4 task for the time being? (1.2.3.4 For example, pre-sales consultation of customer service, after-sales handling of medium and bad reviews, and warehouse assistance in packaging. So what do you think you should do if you have no tasks to do for the time being? )
In the follow-up, we don't have bad reviews here, and we don't have to go to the warehouse to help pack. What else do you think we can do?
Answer: I suggest that when you answer, talk about how to create benefits for the company from the perspective of meeting the company's development needs, such as free promotion.
4. How many ways do you think there are for free promotion? Enumeration 1.2.3.4
5. The 1.2.3.4 listed above is what you said. Do you think you can stick to it after you are officially hired?
6. What was your reason for leaving your last company?
7. What was your probation salary in your last company? What is the official company? How long did it take from trial to official?
There is a trap here. It is suggested that the salary during the probation period should not be too low, otherwise your salary in the new company will be similar to before. But be realistic and don't talk too high. Because high salary is directly proportional to your customer service ability, saying too high will only make people think you are bragging ~
8. List one or two of the most difficult customers or after-sales situations you have encountered. How did you solve them?
Taobao customer service interview experience
Taobao's customer service is still different from the usual traditional customer service. Now Taobao's customer service division has reached a very detailed level, and some customers answer buyers' questions through Want Want and telephone. There is a special shopping guide customer service to help buyers choose goods better; There is a special complaint customer service; There are also customer service services dedicated to helping shopkeepers pack and so on. Most of them are online as long as possible.
Requirements must be fast typing, such as speed within one minute, patient and polite service attitude.
Others may need to know:
1), product information, familiar with.
If you like shoes, you should know the style, size, color, quality and precautions of shoes. Whether it is available and so on.
2) Help customers solve some minor problems.
The customer doesn't know what size to wear because he can't try it on. You should recommend it according to his situation.
3) Familiar with online transaction process and quick operation. For example, arranging shelves, modifying prices, processing orders, arranging delivery and so on.
I went to interview the customer service specialist of Taobao early this morning. I don't need much education. The interview was divided into several rounds, and I also had a psychological test. It seems that disputes between buyers and sellers are mainly solved by telephone or Wangwang. The internship salary seems to be 70 yuan plus lunch every day 10 yuan, and there should be 2 1 working days every night. The environment here is quite good. They will talk nonsense in the interview. The most important thing is that you can still speak. They depend on your expressive ability in the process of speaking. Of course, the interviewer is also a problem. Anyway, you'll see if they confess or not. You'll know when you go.
Knowing that this is a foreign-funded enterprise, I have been paying attention to some company information on the Internet for a long time. I didn't know until I arrived that there were many people who signed up and they were all qualified. In contrast, my mobile experience was naive, so I filled out a form and took 2 MM to the interview.
At first, three people introduced themselves in turn, which was the beginning of a cliche. I was the last one. The first one is a beautiful woman. She got married last year. She is as old as me. She is engaged in customs declaration and logistics. The second is a junior college student like me, who is also engaged in customs declaration and logistics. But this beauty is younger than me, and I don't have much contact with customer service. I still have some hope, so when I introduced her, I told her my mobile experience in detail.
;