What misunderstandings should Taobao customer service avoid that affects store conversion? Matters analysis

　　Many people say that it is the customer's object of confidence, and it is the product introduction helper to get the customer's transaction. In fact, it is not wrong to say this, but not all customer service can do these two roles well. It is not difficult for many customer service to act as good customers to talk to, but it is difficult to successfully convert customers into transaction customers. Next, Laogao E-commerce editor will talk about what are the reasons for the low conversion rate of Taobao’s customer service.

　　1. Taobao customer service only knows how to ask questions and answer questions

　　If the customer asks, the customer service answers. This is the main position of the customer. The next topic will be taken away by the customer, and finally the customer will leave after asking. An excellent customer service must know how to tap into the potential needs of customers and understand related sales. In fact, to put it bluntly, Taobao customer service must know how to sell actively.

　　2. Taobao customer service believes that all the requirements put forward by customers must be met.

　　In fact, sometimes the requirements made by customers may be unreasonable. Of course, customer service cannot meet unreasonable requirements and doubts. Don’t be confident to recommend them to customers because of this. If the customer mentions this issue again, it might as well cleverly change the topic, or use small gifts to alleviate the psychological gap between customers.

　　3. Taobao customer service believes that the more professional the speech, the better

　　This may be some highly professional products. Taobao customer service is afraid that customers will not know your profession, so they use professional language when communicating with customers. In fact, this is wrong. First of all, you don’t judge whether the customer is a professional or a non-professional. If a professional uses professional terms, it will certainly add points, but facing professional terms in non-professional customer service will only cause communication barriers to the customer. When facing non-professional people, the most easy-to-understand customer service is the best. Different customers have different needs, the key is to meet the needs.

　　4. Taobao customer service believes that customers prefer low-priced products

　　When a customer comes to consult, many customer service will recommend low-priced products to the customer, believing that the customer only likes lower-priced products. In fact, it is not. Customers pay more attention to cost-effectiveness and the maximum demand level. Customer service needs to continuously explore customer needs during the communication process and then recommend the most suitable products to customers. Low prices are not the purpose, appropriateness is the ultimate goal. There are also many customer service providers who think that the lower the profit, the more they can win customers' favor. In fact, it is not. As above, customers pay more attention to the matching of demand.