Eight skills of effectively asking questions to customers;
1. What do you mean by targeted questions? For example, like the 800, 1860 service hotlines of China Mobile or China Unicom, customers may complain that their mobile phones are broken as soon as they are turned on. Or "the signal is always bad, I can't get it." At this time, the customer service staff may ask, "What was the screen like when you turned it on this morning?" This question is targeted. What is the function of targeted questions? It allows you to get details. Use it when you don't know what the customer's answer is. Ask a targeted question to understand these questions.
2. The selective question can also be regarded as a closed question, that is, the customer can only answer "yes" or "no". This kind of question is used to clarify facts and find problems, with the main purpose of clarifying facts. For example, "When your friend called, was it turned on?" If yes or no, you may say you don't know, and the customer can only answer "yes" or "no".
3. Understanding questions refer to some questions used to understand customer consultation. Pay attention when you understand, some customers will be more disgusted to ask this question. For example, when did you buy it, when did you issue the invoice, what was the title of the invoice at that time, who received it at that time and so on. Customers want to check their accounts. As a customer service staff, the purpose of asking these questions is to learn more information, and these consultations are very useful for customer service staff. But customers sometimes don't want to answer, too lazy to answer. "I forgot", this is what customers will tell you. Therefore, when you ask questions about sex, you must explain the reasons, such as "Please show me your ID card because you need to register" and "Because …", please enter the password. It's called sex.
4. Clarification refers to correctly understanding what the customer is talking about. Sometimes I exaggerate what kind of stupid mobile phone I sell. The quality of the call is so poor that I can't hear it clearly at all. There is a mobile phone shop in Beijing that often receives such calls. At this time, the customer service staff must first ask clear questions. Because at this time, you don't know how bad the customer said the quality was. At this time, you can ask: "What do you mean by poor call effect? Can you describe it in detail? What's the difference? " Understand the real cause of customer complaints and how serious the situation is. This is called clarification.
5. The consultation problem is the initial solution to inform the customer of the problem. "What do you think?" Questions like this are called advisory questions. When you tell the customer a preliminary solution, let the customer make a decision to show that the customer is "God". For example, after a customer complains about the quality of the product, you need to tell him a solution: "If it is convenient for you, you can bring your machine here, which may take some time. This is my solution. " For example, you promised to replace the customer, because it belongs to the promise period of exchange, so how can the customer service staff answer the customer at this time? When it is found that there is indeed a quality problem, the customer service staff will often say to the customer, "OK, I will change it for you. Few people say, "I returned it to you." Do you think so? " Or, "I returned it to you. Do you think this will work? ".Why didn't he say the last sentence, because you knew the other party would definitely agree. Some customer service staff have to show that they are giving alms to customers at this time, so they ignore the practical problems to end your service to customers.
6. Service is also a very professional problem in customer service. When should this question be used? Generally speaking, it is used at the end of the customer service process. What is its function? This is called exceeding customer satisfaction. Do you think there is anything else I can do for you? I often hear this sentence when I go to a high-grade five-star hotel. People who are not trained generally don't say this sentence. The problem of service is to reflect whether the customer service of an enterprise is of high quality. For example, if you go to some low-grade three-star hotels, the front desk staff should help customers open the door. Opening the door, the customer service staff went in first. In a higher-class hotel, he will let customers go in first, unless they are baggage handlers. This is a high standard of customer service, which you can hardly enjoy in ordinary places.
7. Open-ended questions are used to guide customers to tell the truth. For example, "can you tell me about the specific situation at that time? Can you recall the specific situation at that time? " If you ask a word, customers will talk a lot. This is an open question.
8. Closed-ended questions are the key retelling of customers' questions, which are used to close the questions. When the customer describes the problem, you say, "You mean to replace the product again, right?" This is a closed question.
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