Taobao customer service is very important for a store’s conversion rate. The conversion rate of polite customer service and the customer service with bad attitude is very different. Taobao’s pre-sales customer service is a direct contact with customers before they have the intention to purchase, so pre-sales customer service communication is particularly important. Customer service is very important. Next, the editor of Laogao E-commerce will share the 7 steps of Taobao’s pre-sale customer service communication.
1. Taobao pre-sale customer service reception terms
When facing customers who come to consult, Taobao customer service cannot just reply one at the time. This will make the customer feel that you are very busy and indifferent. It is best to treat you politely first, such as "Hello, welcome." You can also use some humorous words, so that customers and customer service can feel a lot of pleasant atmosphere during conversations.
2. Taobao customer service faces customer inquiries
Taobao customer service "I'll answer when you ask," this way, so that you can't grasp the initiative, and customers can't feel the enthusiasm. What customer service needs to do is to guide enthusiastically, listen carefully, and collect more information from customers, so that they can recommend them to customers in a targeted manner.
3. Recommended by Taobao’s pre-sales customer service
The listening and asking questions from Taobao customer service from time to time are to better understand the customers and give the most suitable suggestions, so that customers will also feel the professionalism of the customer service.
4. Taobao customer service faces customer bargaining
The purpose of bargaining customers may be to ask with the mentality of saving as much as possible. If conditions permit, small gifts can be given appropriately to satisfy customers' pursuit of more preferential treatment. Also, when customers say that the product is expensive, you cannot do the opposite to the customer. You might as well follow the customer's intentions first, and then tell the customer what the reason is expensive, such as speaking from the aspects of product material, packaging, after-sales service, craftsmanship, etc., one by one, and don't instill long articles into customers.
5. Taobao customer service verification address
This is to avoid unnecessary disputes and after-sales issues due to incorrect contact information and address, so the verification process must not be missed.
6. Taobao customer service thanks. In fact, this thank you is to thank the customer for purchasing our products, and also to hope to leave a good impression on the customer in the end. 7. Taobao’s pre-sales customer service follows up on customers who have not paid their money. Regarding customers who did not pay in time, there are still questions. Customer service needs to understand the reasons why the customer did not pay and resolve it in time so that the transaction can be reached.
EN
CN
