After Double Eleven, how to summarize and utilize store data

　　Sellers who know e-commerce operations or have done e-commerce operations know the importance of Taobao dynamic ratings. So after the e-commerce carnival, how can we effectively maintain the DSR of the store? The editor will take you to do the following to keep your store dynamic ratings stable.

　　1. Seek truth from facts

　　Seeking truth from facts mainly refers to the first item of dynamic rating and description. The more realistic the product you are for the product that matches the description, the higher the score of this part. The first thing we need to talk about is the issue of product pictures. Of course, it must be too late to replace product pictures at this time. Double Eleven is coming. What we need to do at this time is to ensure that customers’ expectations of the product are not as perfect as they imagined.

　　In fact, many articles have mentioned that the photos taken should be realistic, the color of the picture should be consistent with the color of the product itself, and do not adjust the product to a color that does not match the description for the sake of good looks, and some products exaggerate their effects, etc. The customer service even exaggerated some characteristics of the product, such as color, style, and efficacy when customers consulted. This will cause customers to have too high expectations for the product and create a huge gap in receipt of the goods. This is the root cause of the low scores given by customers.

　　Therefore, during Double Eleven, if the description of our product is different from the customer's needs, we must be realistic. For example, when the customer confirms the color, we must inform us that there is some color difference. Instead of simply selling breasts to ensure that the product looks good. Satisfies customers' right to know and allows customers to make rational choices. In this way, after receiving the product, customers already know that they will not give us a low score because of their anger.

　　There are also some effective products, such as weight loss products. When customers ask how many days it will work, we should not exaggerate the effect of the product. A reasonable reference number of days should be given based on the customer's physical condition so that customers' expectations for our products should be kept at a normal level. This can ensure the stability of this data.

　　2. A kind and warm service attitude

　　The reason why the editor talks about the words "kindness" and "warm" is because communication on the Internet is mostly reflected in words. Our facial expressions may be good, but sometimes our customer service is overwhelmed by being too busy and will neglect to issue a more rigid reply. Being kind is to let customer service try to use respectful words in the text, so that customers feel that we are both polite and respect him. Warmth is to let customers feel the warmth of our customer service and convey our enthusiasm to customers through words.

　　2. Speaking attitude, speech

　　We must not ask customers for answers. We can ask customers’ needs based on their questions, nor can we answer customers with dry words or words, such as "Hello, hello, I'll check the question you mentioned, please wait a moment." Such a sentence pattern starts with Taobao's inherent name "Kiss". If your store also has other names, such as owners, fairies, etc. The most important thing is to first bring a name when replying. This will also make the customer feel friendly. We must accept questions raised by customers as soon as possible. Then we show our warm attitude and make customers feel that we are taking the initiative to solve their problems.

　　Never have the mentality that every customer is looking for trouble, as it will be difficult to do a good job in customer service. This is to make customers feel warm. Remember that the expression of words is much weaker than the direct expression of language and the transmission of emotions. Therefore, we can communicate with customers in language that is more enthusiastic than usual. In fact, as long as we have the right methods and help customers solve problems from the perspective of customers, we will find that every customer is easy to communicate with.

　　In addition to some people who deliberately seek faults such as bad reviewers, when we encounter such people, we can ensure safety by trying our best to meet their demands. If we have no faults, we must also argue with them. Of course, the premise is that we need to be familiar with Taobao rules.

　　A customer service’s professional knowledge, response speed and attitude directly affect the DSR score. Many customers also give bad reviews because they are angry with customer service. At a time when traffic is getting more and more expensive, we must adjust our mentality, make friends with customers in a friendly tone, and influence them with warm love and tolerance, so that our dynamic score will naturally not be reduced.

　　3. Clarify the delivery time

　　What we should be clear about during the event is the delivery time and a delivery statement must be provided. After the customer places an order to purchase, we must verify the delivery address and phone number with the customer, and at the same time, we must supplement the delivery time, arrival time, etc. Comfort customers in advance so that they can be mentally prepared to wait. This can greatly reduce the anxiety caused by customers when waiting. If necessary, we must track the goods dynamics after delivery, remind customers of the location of the goods in advance, let customers know that we are always concerned about and pay attention to the delivery of the product, and do a complete after-sales work.

　　4. Make full use of Taobao gifts, gifts, etc.

　　Grasp the customer's mentality of taking advantage and make full use of various gifts, small gifts, etc. During Double Eleven, we should try our best to choose small gifts of good quality and valuable. Let customers feel the value for money, or even surprise them. Never use low-priced promotions for the Double Eleven event to deal with customers with low-quality gifts. You can also encourage customers to give us good comments by encouraging good comments and gifts.

　　The customer is a mirror of our store and a touchstone for testing products and every worker in the store. We must cherish every customer, receive a lot of sales on Double Eleven, and also receive a lot of praise. Then put your clothes on and wait for the arrival of Double 12 or even Double 11 next year.