As a Taobao store customer service, what are the tips you need to master?

　　Many people understand customer service as "typing sellers", and the editor can only say that that is too one-sided. In fact, customer service can be understood as online marketing. Internet marketing services refer to a series of business service activities carried out by an organization or individual based on an open and convenient Internet network to meet the needs of the organization or individual. Next, the editor of Laogao E-commerce will give you a detailed explanation.

　　1. First, the reply time:

　　Reply to customers quickly and respond naturally and easily based on customer questions, making Taobao buyers feel like they are talking to a real person. It is best to control the time for the first time to reply to the customer within 6 seconds. This 6 second is called "golden 6 seconds". Why is it called golden 6 seconds? In the mobile era, consumers basically use fragmented time to shop again.

　　If a traffic flows into the store and the customer service does not respond to the consumer's problems as soon as possible, it will easily lead to loss. No one is willing to hold his phone and wait. Once the consumer closes the chat window, the chance of returning to the store again will be relatively small.

　　2. Familiarity with the product:

　　We all know that doing e-commerce is to sell goods and sell goods to consumers. Customer service plays the role of a salesperson. If the customer service cannot answer or acts hesitant when consulting product questions, I believe that as a consumer, you will also question the professionalism of the salesperson. This can easily cause consumers to distrust customer service and products, and then placing an order is more difficult. The editor suggests that when the store trains customer service, it can create a product manual. The function of the product manual can help Taobao customer service quickly become familiar with the product.

　　3. Buyer situation analysis:

　　Buyer situation analysis mainly includes: buyer reputation analysis and positive review rate analysis. Reputation shows whether consumers shop frequently, whether they are new or senior consumers. As shown in Figure 1, this consumer has a reputation of 2, so he may not be familiar with the Taobao process. Customer service needs more patience to serve when receiving such consumers. For example, when the consumer is paying, the operation is not successful. As a customer service, it is best not to throw a sentence like "You can pay/try it yourself" and teach the consumer step by step how to pay (suggested picture + text form)

　　4. Negotiation skills:

　　Negotiation is the most likely link in sales to lose. When dealing with bargaining issues, you cannot refuse it just because of bargaining. You cannot just refuse the price. You cannot bargain or agree to the bargaining price. Here, the editor summarizes the bargaining principle: conditional concessions.

　　The so-called conditional concession is:

　　1. When customers ask for cheapness: customer service can guide consumers to buy more through related sales, such as reducing xx when they fill up xx;

　　2. When the consumer says it is not cheap, he will not buy it: the customer service can pretend to apply for small gifts. Remember not to agree directly. After a few minutes, you can reply to the consumer according to the actual situation;

　　3. When consumers ask why your prices are so expensive: emphasize the quality of your baby, how many years the store is, and product evaluations reflect your products, which are worth the money; consumers just want you to be cheap and can be discounted, but in a small range. The final goal is to complete the deal.