Taobao customer service answers questions 1: When customers enter the store, the first reaction is to answer? Hello?
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First of all, be polite to customers and respond quickly.
When the other person asks you any question, no matter what the other person asks, the first reaction is to answer? Hello! ? This is the minimum respect for most customers.
For the first time, if there are many people asking questions at the same time on Want Want, you must reply to each other first? Hello! ? Then go and answer them one by one.
You can set a name here, for example? Hello! Welcome to * * store. I'm customer service. what can I do for you? Shortcut phrase of.
Taobao customer service answering skills: can't answer questions in time, should you reply first? Just a moment, please.
When business is good, a customer service may need to receive dozens of customers at the same time. At this time, it is still necessary to reply quickly, and it is too late to reply slowly one by one. Don't answer questions that are difficult to answer and need help from superiors, and don't keep customers waiting. Can you reply first? Sorry, honey, I'm busy now. A moment, please. This is more acceptable to customers, and I can forgive you for your late reply.
But don't forget this client when you are a little free!
Method 2: Counteroffer is the most common problem. You can set more short sentences, engage in activities and give small gifts.
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Bargaining is the most common thing in shopping, which is the case in reality, and online shopping is inevitable.
But the price competition on Taobao is too fierce, and everyone is fighting for low prices. It is impossible for every customer to leave room for counter-offer, otherwise the money won't be enough, but if you don't make a counter-offer, the customer will leave, unwilling. What should I do? I have several ways to deal with it here.
1. Set a shortcut phrase? Dear, the baby is the lowest price, it is sold at a loss, and there is no profit. Please forgive me! ? This is universal, no matter what kind of counter-offer, you can reply like this.
2. Tmall customer service:? Honey, baby is the lowest price, and now it is the activity price. Tmall can't change the price except the freight. Please forgive me! ? Tmall can't change the price except the freight, so it can clearly tell customers not to bargain.
3. Identity conversion, limited rights, ask for instructions from the leader.
? Sorry, dear, we have no right to change the price. We need to submit an order and get the order number to apply. Please take a picture and I'll help you apply! ?
4. You can tell customers that there are activities in the store now, how much the store will be reduced, how much red envelopes will be received, coupons will be sent, and praise will be returned. These are all disguised forms. It is better for ordinary customers to be satisfied with the price reduction than to change the price directly.
If this customer is really difficult, and wants to make it cheaper after giving a discount, but is reluctant to place an order, you can take some risks, such as: Dear, I only applied for a discount of 3 yuan, and the price is really the lowest. I am just a small customer service, and my salary is so low. I'll get some for you, so I can give you a discount in 5 yuan. Please place an order quickly! ?
6. If it still doesn't work, send a small gift, which can be a cheap and good thing to satisfy the customer's psychology.
? Dear, send a small gift to the warehouse at random when it is over 280. Gifts represent gifts. I hope you like it! ?
Generally speaking, after a few steps like this, you can deal with counter-offer customers.
Method 3: When will it be delivered and how many days will it arrive?
Online shopping is different from physical stores, and you can get goods without paying, so the question you often encounter is? When can it be delivered? How many days will it arrive? Can you guarantee that it will arrive in three days? Wait, but this question often comes up with some unexpected situations, and we can't fully guarantee how to answer your customers.
1. First, ask where the customer is from, so as to know how many days it will arrive.
But you can't give a definite answer. If the other person is from Zhejiang and will arrive in two days, just say? Dear, it will arrive in about 1-3 days after the normal delivery in Jiangsu, Zhejiang and Shanghai, but we can't guarantee 100% because of express delivery, weather factors and so on.
2. When to deliver the goods and when to answer. Don't cheat consumers, leave some space for yourself.
If it is delivered at 5 pm, can you tell me? Today is the fastest, tomorrow is the fastest, please take photos as soon as possible, and we will deliver the goods as soon as possible. /? Please pay as soon as possible, and we will deliver the goods in the order of payment. /? We can usually place an order before 3 pm that day, right?
Taobao customer service Q&A 4: Questions that must be paid attention to when answering questions.
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1. Invoice problem.
Tmall customers must answer if they have any invoices. what's up If the invoice cannot be sent with the goods, the seller will have to bear the extra freight for sending the invoice.
You can make a detour first and answer like this: We need about 3 days to issue the invoice. If you are in a hurry, shall we write you an invoice stamped with the company seal? If not, shall we talk? Then we will send it to your baby first. When you receive the goods, please contact us to make an invoice. .
Remember to ask for an invoice so that it can be paid.
2. The seller is out of stock and fails to deliver the goods according to the agreed time.
What should be noted in Tmall is that because the seller is out of stock or fails to deliver the goods according to the agreed time, the buyer will be refunded, and the seller will compensate the buyer for 30% of the transaction amount.
Therefore, the answer is, we must pay attention to the accuracy of inventory. The promised delivery must be delivered. If you can't deliver the goods in time or are out of stock, you should call to explain. Don't say it when you want it. Want Want's chat record is the most direct evidence.