Communication skills that excellent Taobao customer service needs to master

　　Everyone who works in Taobao knows that customer service plays the role of sales in online store sales. A good customer service can increase conversion rate to a degree of popularity and turn new customers into old customers. There is a saying circulating in Taobao customer service industry that customers abuse me thousands of times, and I treat customers like my first love. This sentence shows the work attitude required for customer service, and also reveals some helplessness in this profession. The role of customer service in online store sales is crucial. So what communication skills do excellent Taobao customer service need to master?

　　Good words communication is the soul of sales. There is a general principle in communication: it is generally appropriate to use question sentences, and try to avoid using imperative sentences. Because from a linguistic perspective, the tone of imperative sentences with demands and commands is stronger than that of question sentences, and we generally use a tactful tone when communicating with buyers. Secondly, I would like to analyze several types of situations I encountered, hoping that it will be helpful to everyone.

　　The first category is bargaining, complaining that the price is too expensive

　　Promise type: “too expensive” or “Can you be less?”

　　Answer: Dear, our products are not the lowest price, because price is not the only factor you consider when purchasing a product, right? What you are considering is the value this product can bring to you, right?

　　Excuse: The buyer said: "Alipay has no money, can you lose more?"

　　Answer: Dear, when you trust us and our products, then I believe that your problem is not a problem with you, right?

　　Enjoy sympathy: I am still a student who has no income? Shopkeeper, you can be cheaper!

　　Answer: Taobao’s business is difficult now, and the competition is fierce. Our sales this month have not completed the task. In fact, it is not easy for everyone. Why bother to make things difficult for each other? If you bargain again, we will be in tears this month. Please understand our difficulties, okay?

　　Arbitrary: Everything else is good, but the price is too expensive!

　　Answer: If you use low-quality products, you will pay a greater price in the end. You will indeed save a little money at the moment, but you will lose more money in the long run. Do you think it is worth it? Therefore, we would rather explain the price for the time being than apologize for the quality for the rest of our lives.

　　Coercion and inducement type: Just the price I mentioned, if I sell it, I will take a photo now, and if I don’t sell it, I will leave.

　　Answer: It is also a fate that we can meet. It is said that it is hard to buy a lot of money. You get what you pay for, clear and practical price, and honest management are the cornerstones of a brand. It's a pity if you have to leave, but we'll welcome you again at any time!"

　　Comparative type: Anything like this is cheaper than yours, are you cheaper?

　　Answer: Dear, the same things have different grades. Some of them cost dozens of perfumes, but why do some cost tens of thousands of yuan? Even things of the same grade will be different due to factors such as brand and purchase channels. I don't deny the price you mentioned, but our brand cannot do that price, and I don't mind you comparing it more. If you can choose me, we will try our best to give you discounts as much as we can.

　　The second category is to consult only and have a weak desire to buy

　　After asking about the product, the buyer said: OK, I'll take a look at the other ones and I'll think about it again. In response to this situation, we need to understand the reasons for his hesitation first. We can ask in the following way: Dear, can we let us know what we can help? I also want to know what you want to get after waiting? In fact, in an analysis, the buyer's concerns are just several reasons, one is the price, one is the seller's qualifications or credit, etc., and the quality of the product. Then we can achieve better results by explaining the corresponding concerns.

　　Summary: In fact, as long as customer service masters some language and techniques, the conversion of the store can still bring about a considerable conversion. From urging orders, promoting orders, and completing orders, every step is very important. With good after-sales service, customers can make it famous and work hard to bring a better user experience. Of course, when solving customer questions, there is no need to answer step by step. As long as the answer is reasonable and appropriate, there is no so-called standard answer. It is crucial to bring a good experience to customers.

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