As the saying goes, customers are God, and so is doing Taobao. Every customer is a valuable resource for online stores. In this industry, people often say that it is better to maintain an old customer than to develop ten new customers. A large number of new customers can bring profits to the store. Repeated purchases by old customers are conducive to establishing reputation for the store. Therefore, it is very important for opening an online store to maintain old customers. How can Taobao maintain old customers? Online shopping is not like physical transactions, and it is impossible to communicate face to face, so online communication is very important. You must not only show enough attention to customers, but also learn some skills to retain customers.
Good pre-sales service has become a key link in retaining customers. So, let’s take a look at what you need to pay attention to before sales.
Eliminate seller’s doubts: When the buyer is hesitant, the seller should take the initiative to ask the buyer what his doubts he has, answer them one by one, and dispel the doubts. Otherwise, it will be difficult to succeed in the transaction.
Objectively introduce the product: Don’t just exaggerate the product. Do not hide the shortcomings of the product completely. You can tell the buyer openly that these are all to avoid causing complaints and complaints from the buyer after the transaction is completed. Ask the buyer appropriately for his preferences and purpose and make reasonable recommendations.
You should respond cleverly to different customers: everyone has different personalities and is confident and decisive. This type of people does not like to interfere too much in their choices than others. Some people are indecisive. This type of people needs customer service to give him more advice and time to consider. There are also various different personalities such as easy-going personality, which need to respond cleverly before sales.
Sincere service: The seller must have a peaceful attitude, sincerity and patience. Different customers will ask the same or different questions and answer the same questions repeatedly, which can easily make people lose patience. This is a taboo in doing business. Don't force yourself to recommend things he doesn't need to buyers in order to make a profit. Let the buyer feel that you are thinking about him and win the trust of a buyer with a sincere attitude.
Important after-sales service before and after-sales service should not be ignored, and many customers' favors come from after-sales service. So what should I pay attention to after-sales service?
Tracking logistics: Sellers need to track logistics trends at any time. If the wrong delivery or wrong delivery occurs, it can be resolved in time to avoid losses from the buyer.
Properly handle returns and exchanges: No matter if the buyer needs to return and exchanges for any reason, he or she must give a reply as soon as possible. Don't hesitate, and don't refuse. If the buyer is satisfied with everything, he will naturally give a good review. It will also encourage buyers to become loyal customers of online stores.
Handling complaints: Handle customer complaints calmly, which is also an opportunity for merchants to perform. If handled properly, not only will the customer not be lost, but the relationship with customers can even be maintained.
Keep customer information and contact buyers regularly: properly keep customer information. You can not only accurately locate the target group based on these information, but also choose the type of purchase based on the buyer's preferences displayed in the information. Send a brief greeting during the festival to make customers feel warm and enhance each other's emotions.
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