Tmall said that DSR store rating and refund dispute rate are important criteria for Tmall to test the merchant's service capabilities. If all merchants need to register to participate in Tmall marketing activities, they must meet the requirements of the main business first-level category of the store. Therefore, stores that did not pay attention to DSR store ratings and refund dispute rates in the past have gradually begun to pay attention to it. In addition, store ratings are one of the factors influencing natural search weights. They not only represent the image and comprehensive strength of the store, but also a kind of integrity and trust basis that can gain customers' trust and choices faster than the industry's ratings. Otherwise, it is easy to cause customer doubts and loss. Today, I will tell you how to improve the store DSR dynamic rating from the following aspects.
First, the scoring, modification rules and implementation rules of store ratings.
Second, the rules and implementation rules for the evaluation time limit.
Third, how to start from customer service to improve the store’s DSR dynamic rating.
Fourth, how to start from the operational aspect to improve the store’s DSR dynamic rating.
Fifth, how to start from the warehouse to improve the store’s DSR dynamic rating.
Sixth, how to start from the express delivery aspect to improve the store’s DSR dynamic rating.
Seventh, the calculation formula for dynamic rating of dndn flagship store store
First, the scoring, modification rules and implementation rules of store ratings.
The store score is made by the buyer to the merchant, including three items: consistent description, service attitude, and logistics services. Each store rating is a dynamic indicator, which is the arithmetic average of all ratings for six consecutive months. If the buyer completes a score that matches the item described in the Tmall merchant store rating, the buyer's credit score will be increased by one point.
Every natural month, the same purchase and transaction between merchants, and the merchant store score is only calculated for the first three times. Once the store rating is made, it cannot be modified.
1. What happens if the buyer does not rate the store for more than 15 days?
If the buyer does not rate within 15 days of the successful transaction, the transaction will not generate a store rating.
2. Why does the buyer's credit score only increase by one point after the buyer gives the store a corresponding score?
Since the description is consistent, it is the most basic demand point for the buyer for the product among the four scoring items. Therefore, only after the buyer's description of the product matches the score, it is considered that the buyer has completed the store rating of the product. Therefore, the system will give the buyer a positive review by default and add one point to the buyer's credit score.
3. Every natural month, the same buyers and sellers trade, and the sellers’ store ratings are only counted for the first three times. How do you understand?
For example: In a natural month, buyer a and seller b have 4 transactions and seller scored 4 stores on the seller, the 4th rating score is not included in the seller's store score.
Second, the rules and implementation rules for the evaluation time limit.
The buyer and seller have the right to evaluate each other within fifteen days after the successful Alipay transaction is based on the real transaction. Taobao’s reviews include “credit evaluation” and “shop score”, Tmall reviews include “shop score” and “comment content”, and “comment content” includes “text comments” and “picture comments”.
1. Why are there "credit evaluation" and "shop score"?
Credit evaluation, the purpose is to enable consumers to supervise sellers. After years of operation, the credit evaluation system has become essentially a criterion for judging "store brands". In order to make more accurate evaluations of stores and better protect consumer interests, store ratings have been set up in the evaluation system and ratings for logistics, service attitudes and other items have been added. The birth of store ratings has given buyers more dimensions of evaluation, giving buyers more dimensions of reference.
2. What is the difference between "credit evaluation" and "store rating" and what role does each play?
Credit evaluation and store rating coexist. Although the contents of the two are different, they are all intended to provide buyers with more dimensions of reference.
Credit Evaluation: Buyers and sellers evaluate each other, and credit points are displayed in the form of heart, diamond and crown. Each transaction is evaluated once, and anonymous evaluation can be selected.
Shop rating: Only buyers rate sellers, only display the arithmetic average scores for the past 6 months, and once per order, with anonymous scores.
Third, how to start from customer service to improve the store’s DSR dynamic rating.
Improve the service efficiency of customer service. Each company basically has a pre-sales customer service and after-sales customer service. The service efficiency of pre-sales customer service is mainly reflected in the transaction rate, that is, the inquiry conversion rate, and the service efficiency of after-sales customer service is mainly reflected in the one-time problem solving rate. Whether it is new customer service or old customer service, we must pay attention to business process training, professional knowledge training, skills training, and mentality training.
Process training refers to unified processes and specifications, providing customers with standard services, thereby improving overall sales.
Professional knowledge training includes shoe matching, fabric knowledge, Tmall shopping process, Tmall rules, etc., increasing customer service expertise and quickly answering customer questions.
Skill training includes sales skills, marketing psychology, communication skills, telephone communication skills, medium and bad review modification skills, etc. During the transaction process, use skills to improve the conversion rate of inquiry orders.
I personally think that one thing is very important, which is to actively invite comments. Ask customer service to track logistics, and any normal sign-in will be invited to comment. The inviting comments is: Dear, have you received the treasure we carefully prepared for you? Are you still satisfied? dndn flagship store thanks for your trust. As our most important customer, you will notify you in advance if there are any activities in the store in the future. In addition, in this cooperation, if you are satisfied with our products and services, I hope you can give us a 5-point positive review as encouragement. If we have done anything we have not done enough, I hope you can give us valuable suggestions, we can improve and provide better services to our relatives. Looking forward to your affirmation and coming again.
Mentality training includes mentality training for fighting ability, personal emotional stress management, team activity organization and other mentality training, as stable as possible in the trading process.
Fourth, how to start from the operational aspect to improve the store’s DSR dynamic rating.
Pay attention to the description of the baby, and do a good job in quality control, and do not exaggerate the quality or function of the product too much. The description includes the following aspects: title, product selling points, main picture, advertising picture, model picture, detailed description, baby attributes, raw material details picture, product packaging, etc.
Fifth, how to start from the warehouse to improve the store’s DSR dynamic rating.
1. Orders before the order must be issued accurately on the same day. If there is an expedited order, it will be issued on the same day after the expedited review.
2. If there is an order out of stock, inform the customer service in time and ask the customer service to notify the customer. If you need to change the size, change the size, change the price, and refund the price. Don’t let the customer wait endlessly.
3. Warehouse delivery must be strictly followed by the company's procedures, strictly inspected, and then packaged and shipped.
4. If there is an order for gifts, the gifts must be put into the package together.
5. Print the corresponding emotional terms on the express delivery form and package box of the package. For example: Express delivery, thank you for your hard work. This package is our most important customer. Please give it priority. Thank you.
Sixth, how to start from the express delivery aspect to improve the store’s DSR dynamic rating.
1. When encountering a liquidated situation, super-delivered packages, etc., you should contact the customer in time, explain the situation and deal with it as soon as possible, rather than wait until the customer comes to him.
2. When the express delivery does not allow inspection, you can tell the customer in advance, and Wangwang contacts the online customer service or calls the after-sales service number, and the customer service will come forward to solve the problem.
3. When the cooperating express delivery is frequently complained by customers, you should consider changing to a express delivery company with a better overall level.
Seventh, the calculation formula for dynamic rating of dndn flagship store store
This calculation formula is calculated by Xiaodai, and it is unofficial data. You can refer to it. Please download from the following link
//yunpan.taobao.com/s/oxdNXq7Cf6 (Extraction code: FRTYCP)
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