How do you deal with bad reviews in the store? - Xuanming Network

　　For Taobao sellers, the thing they don’t want to see is that they have bad reviews, and they are often trembling and exhausted to deal with them. Many sellers have had this experience: a baby who had a good conversion suddenly decreased, traffic declined, and keyword rankings entered like the setting sun, gradually drifted away. After stripping the silk and peeling the cocoons and analyzing them layer by layer, it was just because of a bad review. Because the comments were for later buyers, this had a particularly great impact on the buyer's final confirmation of orders.

　　Because of this result, many sellers encounter bad reviews, but they don’t analyze the reasons and are eager to find someone to delete the bad reviews. However, more than 99% of the so-called negative reviews can be deleted. Finally, I paid the link and paid the money, and calculated that I paid the wife and the soldiers.

　　In fact, we must treat bad reviews rationally. Because it is impossible to do anything that satisfy everyone. The occurrence of bad reviews is inevitable. After the bad reviews are produced, our correct posture is not to find someone to delete them, but to calm down, understand and analyze the customer's demands, analyze the reasons for the bad reviews, and then solve the problem.

　　For negative reviews, we generally divide them into the following two categories:

　　1. Malicious negative reviews . The reasons for this type of review are as follows: malicious competition among peers, professional negative reviewers.

　　2. Normal bad reviews . This type of bad reviews are real feedback from the seller to the seller's products and services. Therefore, this kind of bad reviews has a good effect on improving our product quality and service.

　　We must firmly resist malicious negative reviews. As for the negative reviews given by normal sellers, we need to carefully analyze, find out the reasons, and formulate response plans. Today I will tell you about these two situations: how to deal with negative reviews to minimize your losses and even improve your traffic conversion.

　　1. Malicious negative reviews

　　There are basically two situations where malicious negative reviews occur: malicious competition among peers and professional negative reviewers. Both behaviors are very bad in nature, but they are also very common, especially those of waist sellers. Let’s analyze the reasons for malicious negative reviews one by one, how to avoid the well-known limit, and how to reduce losses if they occur.

　　1. Malicious competition among peers

　　It is definitely true that colleagues are enemies. There are such a group of people who are envious, jealous and hate their good colleagues. But he also starts from himself and improves his competitiveness. The second is to find someone yourself, go to a competitor's store to buy it, and then attack it with a bad review. The stores that have such bad reviews are basically doing very well, the keyword rankings are all very good, and the basic sales are also perfect. If you attack your peers with similar ranks, they will use this method.

　　The characteristics of this type of seller are basically that they do not communicate in various ways: Wangwang does not reply, text messages, and phone calls. If the negative reviews are professional and the above situation occurs, then the chance of malicious negative reviews on peers is very high.

　　Now the protection of sellers is becoming more and more in place. This year's Taobao Rules have added a new "abuse of member rights" clause, and an independent rule will be established to "abuse of member rights" and will be attributed to general violations. as follows:

　　Figure 1 (The picture is from "Taobao" and is for reference only)

　　The path to complain is as follows: Taobao homepage - Contact customer service - Seller service - Complaint punishment - Unreasonable evaluation.

　　Figure 2 (The picture is from "Taobao.com" and is for reference only)

　　Click on the unreasonable comment, and then a complaint scenario will pop up. Just select a competitor in the same industry and give negative comments after trading.

　　Figure 3 (The picture is from "Taobao" and is for reference only)

　　2. Career negative reviewer

　　Why are the group of bad reviewers, who are active in the dark, so active and rampant? The economic income has always been objective, and secondly, it is difficult for the law to define this as illegal. This has led to the proliferation of bad reviewers. This type of seller has the following characteristics:

　　Due to account issues, the number will be changed frequently, which leads to the low account level. Then when consulting, ask questions in detail and picky about bad reviews. This type of people are all for money, and they will communicate with you Wangwang or on the phone. Since you can communicate, it will be simple to deal with it. Wangwang communicated and guided him to pay to delete negative reviews. If Wangwang doesn’t say anything, you can call and talk. Now the phone recording can also be used as evidence. Such bad reviews must be complained. The specific path and the first category are always the same. In the end, the profit selection is "using medium bad reviews to obtain additional money or improper benefits."

　　Figure 4 (The picture is from "Taobao" and is for reference only)

　　So how to make phone recording? After we chose "Use medium and bad reviews to obtain additional money or improper benefits", we will drop down the page and click "Save Recording" in the complaint description. There are detailed instructions, you can take a look.

　　Figure 5 (The picture comes from "Taobao" and is for reference only)

　　Then "insults or filthy words appear in the comment content" and "leaking other people's information in the comment content" can also be complained, everyone must make reasonable use of it.

　　Figure 6 (The picture is from "Taobao" and is for reference only)

　　2. Normal bad reviews

　　This type of bad review is a real feedback from customers to your baby and service. As long as you analyze it carefully, communicate with customers, find problems and improve them, you can survive on Taobao. When such bad reviews occur, don’t always think about how to delete bad reviews, but think about why customers give bad reviews, what is the reason, and how can we avoid such bad reviews in the future.

　　We must not speak ill of bad comments that have been generated, otherwise the conflict will escalate in the end and your link will be really dangerous. If you can communicate, try to communicate as much as possible. If you cannot communicate, we must do bad review marketing. Because the comments are written for future buyers, our reply must be helpful for future transactions. So how to review bad marketing? Let’s take a look at our reply below.

　　1. Customer service issues

　　Buyer's review: I have never seen such a terrible customer service. I have encountered it for the first time in several years after I bought something. Although the things are good, I still couldn't be angry. I decided to give the top review. Don't call me to harass me! I will ignore you even if I die.

　　The shopkeeper replied: I'm very sorry for my dear, you calm down. You have a lot of adults and don't care about her. The customer service is new and has insufficient experience, which has caused a psychological shadow on you. I'm really embarrassed. We have criticized the customer service, deducted her bonus this month, and wrote a deep inspection. The customer service also knew that she was wrong and made it clear that she would learn from her lessons and correct her mistakes. We also hope that she would forgive her once. Your evaluation is a reminder and urge to our service quality, and we will continue to improve various service indicators. Please believe us and will provide customers with better service, thank you.

　　2. Logistics issues

　　Buyer's review: The logistics selection is really bad! It's slower than a snail, and the neck is longer!

　　The shopkeeper replied: Sorry, this is indeed our responsibility. We did not expect a temporary delay on the express delivery side. You reminded us that we will continue to improve logistics services and provide you and your loved ones with a pleasant shopping environment. Please give us a chance to improve and we will compensate you to express our sincere apology. If you have any questions, please contact us in time and will definitely provide you with satisfactory service. Thank you.

　　3. Quality issues

　　Seller's comment: Your tea tastes too bad, according to the correct negative reviews.

　　The shopkeeper replied: Dear Chacha, this tea is a classic hot-selling model and has always been loved by the majority of users. Our quality control has always been very strict. Please drink it with confidence. The water quality and brewing temperature will affect the taste of the insert. You can contact the customer and we provide a free brewing method for various teas. If you have any questions, you can also contact our customer service and you will definitely give you a satisfactory reply!

　　4. Fake goods

　　Seller's comment: After comparing it, it feels like it is a fake

　　The shopkeeper replied: Dear Richard, we have always operated honestly and put users first to ensure that the product is genuine and cheap, and the product is good. Give every customer a satisfactory experience. If you are not satisfied with your baby, we also support 7-day no-reason return and exchange. We are also responsible for your shipping fee!

　　Every time a bad review is handled, it is an improvement for our products and a practice for us. Face it with a normal mind, and the sun is right in front of you.

　　Of course, the above situations are only some of the common ones. There are thousands of customers, and everyone has different ways of dealing with things. As more customers come into contact with, more various situations will be encountered. We must be good at summarizing and record some behaviors. In this way, it will be much easier to solve the problem in the future.

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