1. Don't keep the customer waiting for more than 6 seconds. This promotion can set a quick reply.
This kind of large-scale activities, if customers are kept waiting for a long time because of the large number of customers, will certainly consult more customers than usual. Then for this time, customers will definitely give up buying in your store, so customer service must not let customers wait for more than 6 seconds. If you don't let the customer spend more than 6 seconds, there are two ways to improve the typing speed and recruit people for this large-scale event.
2. Online shop customer service helps customers answer questions and help customers choose the most suitable goods to place orders.
This requires customer service to know something about their own products and competitors' products, and be very familiar with the biggest advantages of their own products. When encountering tangled customers, help customers choose the products that are most suitable for customers to place orders.
3. Taobao customer service should follow up the customers who have not paid the order in time.
Some buyers placed orders and did not pay in time, which may be due to some problems. If you are still hesitating, then Taobao customer service may wish to explain the selling points of the products to customers in detail. If it's because of the price, tell the customer that this is the real price, and then let the customer know that you get what you pay for.
4. No matter how many customers there are, you must be patient.
Whether it is Taobao activities or shop activities, the consultation volume will definitely be larger than usual. No matter how many customers have to answer patiently, Taobao customer service should not change its attitude just because there are more customers to consult. If you have a bad attitude, customers can't place an order with you. If you patiently solve problems for customers, then customers will naturally place orders immediately.
5. About the user placing an order.
If the customer has placed an order but has not paid for it, you may want to use a limited time discount euphemism to urge the customer to place an order. For example, the baby will return to the original price in 2 hours, so please place an order in time.
6. For tangled customers,
Taobao customer service can give customers multiple-choice questions, but before giving multiple-choice questions, we must first understand customers' preferences and needs, and recommend what customers may like according to their needs, so that customers can make choices.
7. Understand the product problems and easily respond to buyers' inquiries.
Let me give you an example, such as some high-priced products: mobile phones, products like mobile phones, which I believe many consumers are already familiar with, so for consumers, they will know which mobile phone is more practical and easy to use through an intermediate channel, which determines the purchase goal, so when consumers can't know what they need to know on the details page, most of their consumption will consult customer service at this time. For example, what should I pay attention to when using the product? The function of the product and so on.
It should be noted that higher-priced products mean that if consumers fail to buy, they will bear greater risks. So at this time, for high-priced products, consumers will confirm some things to customer service, such as: how to solve the product failure? Not appropriate. Can you change it? If there is a problem in the back, can you return it or something?
Finally, we should pay attention to customized products, such as clothes and curtains. For these products, the size problem is very important, so at this time, consumers will consult customer service and ask customer service whether these products are suitable and how to do it. In view of this situation, we should use professional knowledge to answer consumers.
8. Understand what consumer consultation is concerned about.
1) Statistics the key demands of consumers through records.
Here, first of all, we need to know what consumers are concerned about, because different products are concerned about different problems, and the reason why consumers can't transform is because they are afraid of taking risks. At this time, you need to minimize the risks that consumers are worried about. Or it can transfer all the risks that should be borne by consumers, which needs corresponding store marketing activities to achieve.
So what can we do to better solve these key problems? This is actually not difficult. This requires customer service to keep a record of customers' concerns every day, which basically takes about one month. You can statistically analyze what consumers are worried about through these data, and then solve them in a targeted way.
9, understand the essential needs of consumers to solve.
When a consumer makes a purchase, what you need to know is the nature of what the consumer needs to buy. Only by understanding it first can consumers better know what essential needs can be solved after purchasing your products. And what is the essential demand of consumers? In fact, there are three key points, which are also very simple, that is: I want to be happier, I want to reduce my pain, and I want to be lazy. Then let me give you an example:
For example, if a consumer wants to buy a pair of shoes with high inside, then his essential need is to relieve the pain caused by being short. Then when he goes to consult you, he will pay more attention to the effect of this shoe. So what consumers need here, we need to understand its essence, in essence, to make consumers feel relieved or happy.
10. Understand the consumer's purchase objections.
Then there are many reasons for the formation of customer objections, some from the customer itself, some from customer service, some from the influence of the buying environment, and some may be the cause of the product. It is inevitable and predictable for customers to have objections, but some of them are just accidental. Therefore, there are many factors that may cause customer objections. We divide the main reasons for customer opposition into two categories.
1) Objection from the product itself
This objection mainly comes from the lack of descriptive information in the product itself, because online sales can only show the relevant information of the product through words and pictures. And this information is limited after all. Then it is very likely that the customer will not get enough information after reading the product description, which will make it difficult for the customer to make a decision because of insufficient information, thus raising various objections.
So for these two kinds of objections. We need to deal with it separately. First of all, for the first kind of consumers, we should first start from the perspective of concern, and then publicize the knowledge about product purchase and consumption to make customers know their own needs and the benefits that products can bring to them. And through this aspect to eliminate objections. Then, in the second case, customer service personnel need to master a large amount of product-related information, and can fully provide customers with product information and convincing sales evidence in the most appropriate way of information transmission.
2) Customer's own objections
Then this kind of customer is ignorant or stubborn in popular terms. Especially for consumers and customers, unprofessional buying behavior is a very important feature. Because the ignorance of such customers often leads to demand objections, product objections and price objections. Customers' cultural level is low, and such customers often don't understand the purchase and consumption of new technology products, or the products are too professional, and customers know too little about their own products. At this time, it is easy to raise objections.