Customer service online reception can answer customers' questions and eliminate customers' doubts about shopping, thus facilitating the transaction:
1. Respond quickly, pay attention to gold for 6 seconds, and reply in time to leave a good impression on customers.
2. Make good use of modal particles such as "ah", "oh" and "that". Simple and blunt tone will affect the customer experience.
3. Communicating with customers like friends and giving suggestions can make customers stay longer and place orders more easily.
4. Understand the products, be familiar with the industry, and fully reflect the professional image of the shopping consultant.
5. Match the appropriate Want Want expression when communicating, give extra points to affinity, and close the distance is conducive to facilitating the transaction.
An excellent sales customer service should not only have rich product knowledge and good communication skills, but also be quick-thinking, warm and courteous, and provide meticulous service and professional shopping advice to customers. The highest principle of this position is: to make customers feel comfortable and at ease; Highest standard: I can hear and see the smile on your face through the computer screen.
Be good at recommending products
1. Seven minutes to ask, three minutes to listen, blindly recommending products will not be effective.
2. Asking questions is to narrow the scope, lock the target and tap the consumer demand.
3. Be familiar with product features and accurately recommend products suitable for customers' needs.
4. When recommending, you should stand in the other person's point of view and give advice like a friend.
5. Inform the preferential activities in time, and have active marketing awareness when receiving them.
Effectively promote transactions
Ordering is the last step of sales, and the commonly used closing methods are benefit summary method, prerequisite method, inquiry method and yes sir method.
1. Benefit summary method: summarize and state all the benefits that will be brought to customers, so as to solve the problem.
Key points: the organization should be clear, and the interests of the target customers should be comprehensively summarized and accurately expressed.
2. Precondition method: Put forward a special preferential condition, such as giving a shop coupon and a small gift.
Key points: Cooperate with the store's promotion policy.
3. Inquiry method: ask questions that are gradually close to the real needs of customers, and then emphasize interests to solve problems.
Key points: the transformation from demand-oriented to benefit-oriented must be targeted.
4.yes sir method: always say: yes, express approval or understanding, and then convince the customer with a short supplement.
Point: Speak for yourself from the customer's standpoint and solve the problem step by step. Only by eliminating all customers' doubts and establishing trust can customers place orders in our store.
Through statistical analysis, the main factors affecting the consulting conversion rate are: 1. Product price; 2. Customer service response time; 3. Customer service's understanding of the product; 4. Service attitude of customer service; 5. Delivery and arrival time of logistics; 6. After-sales service, etc.