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What communication skills do Taobao customer service need to master?

2019-11-15

　　Taobao customer service is an indispensable role for a store. They are not only representative of the store’s image, but also the only channel for buyers to communicate. It can be seen how great the impact on the store’s conversion is, which determines the development of the store to a certain extent. So, how should a good Taobao customer service communicate with buyers? The editor of Laogao E-commerce will tell you this.

Taobao operation

　　1. Pay attention to prompt responses

　　If the customer has not received a response from the customer service for a long time after the buyer consults the customer service, then the customer will definitely leave. Therefore, the first thing Taobao customer service needs to do when communicating with the buyer is the reply time.

　　Timely reply can help buyers solve problems in a timely manner, and secondly, give buyers a good shopping experience, which will naturally give the store a good review. This tests the professionalism of customer service and the familiarity of the product, otherwise it will be difficult to do it.

　　If the buyer cannot respond as soon as possible when the inquiry volume is relatively large, then automatic reply is definitely indispensable. You must say hello to the other party first and inform the specific situation to express your apology; if the buyer consults during non-working hours, then you should reply to the buyer as soon as possible when you go to work the next day to make up for it.

　　2. You must reply to the last sentence yourself

　　Some Taobao customer service will no longer respond after answering the questions of Taobao buyers. This is wrong, so the second point that customer service needs to do is to have the last sentence of the conversation. Because if the buyer ends the conversation, some buyers may think that you have poor service and do not respect him enough, which will leave a bad impression. Even if you talk very well before and have decided to place an order, you may immediately change his mind and lose an order. So even if you reply, he will reply again, you should continue to reply.

　　3. Be polite, humble and patient in your language

　　When doing Taobao customer service, you will definitely encounter all kinds of buyers. Even if the other party is unreasonable, has a bad attitude, and is difficult to communicate, no matter what the problem is, you need to serve them with a polite, respectful, humble and patient attitude, and you cannot let them feel your unhappy tone. After all, your service attitude directly determines their willingness to purchase. Otherwise, no matter how cheap the store’s products are or how cost-effective it is, once the customer service says something wrong or makes a mistake, it will lead to the loss of customer sources.

　　Therefore, all sellers must do a good job in Taobao customer service and formulate corresponding management systems and training, so as to ensure the sales and development of the store. You must believe that if the store does not have good Taobao customer service, it will not be successful. The above is all the content I have said.

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95. The product structure is hardware, and the page presentation is software.

96. The page is the carrier of everything you have. Including products, selling points, product structure, character, past records, people's evaluation, marketing strategies, professionalism, service level, quality, and even character...

97. The page is not important? What you sell is not coal!

98. Writers use words to write articles and e-commerce uses products to write business.

99. It is okay to have an ideal, first ask: Are the products ready? Are people ready? Is things ready?

100. What you can see is the excitement, what you can’t see is the way. Please check the way through the excitement.

101. When recruiting artists, you ask him what movies he likes, and he says he doesn’t like watching movies, so you should discuss them carefully.

102. When recruiting copywriting, you ask him what books he likes to read, and he says he doesn’t read very much, so you should discuss it carefully.

103. During recruitment promotion, if you ask him if he plays on Weibo, he says he doesn’t play. You should discuss it carefully.

104. When recruiting a store manager, you ask him what the store’s goal is for a month. He said 300,000 yuan, and you should discuss it carefully.

105. The boss manages you, and you also have to manage your boss. Let the boss understand you first, so that the boss can support you.

106. Thoughts before placing an order online: "Quality" is almost equal to "Quality".

107. If you want to know a director of Niu B, go to watch his movies; if you want to know a director of Niu B, go to open his store.

108. There is no complete solution in the world, the details reach every square centimeter and the accuracy reaches every minute. All of these require you to think, learn, practice and master them yourself. Only in this way can your ability be yours. Everything you do is the same as anything you do. No matter how high the responsibility is, it cannot nourish your entire life. Even if you have the will, there is no time.

109. There is offline interaction between language, touch, eyes and words. ;Online you are a gold fish tank, and the decision-making and initiative are all in the hands of the buyer.

110. Will any buyer who evaluates carefully receive a unique response?

111. The importance of the four things in the store is: product structure, store presentation, customer service, and store traffic.

112. ADIDAS sells bras, but it probably won’t be able to sell them either. The brand has a positioning, and the store must also have it.

113. The natural traffic doesn’t matter whether you can win the conversion rate of the buyer is the key.

114. Ask yourself, do you value 80% of consumers more? Don't care about those 20% of consumers. In fact, that 20% of consumers are the main consumer groups, and they are a group of extremely honest consumers.

115. Only the market influence caused by long-term interaction (evaluation, activities, forums, purchases, etc.) has the possibility of attracting precise traffic.

116. The brand of an open platform includes two brands: product brand and store brand. Product brands are the same, and store brand and store influence play a key role. Why is there such a big difference for the same Emmet fan? Is it the reason for the brand? Is it the reason for the product? None of them, the core reason is the store reason.

117. There is no accurate traffic in the absolute sense, there is only the illusion of how to increase traffic and convert it and look more accurate. Look at the essence!

118. There is a store that originally made 3 million yuan and was just like playing. But the store is named "Chengdu", which puts the buyer out of the show at once. The conversion rate is the worst among the channel dealers under the brand.

How many people don’t know that the store’s name cannot be marked with a regional name? Do you know the reason?

Because people are less willing to choose stores with regional radiation, they are more willing to believe in stores with national radiation capabilities. Do you want to explain to the buyer? Who listens to your explanation?

If anyone opens a "Jiuyang Tieling Store", it will probably reach the maximum of 300,000 yuan. It's amazing, imagine it carefully! I thought it was just an individual case, but it turned out not an individual case.

The big place names in Jiangsu, Zhejiang, Shanghai and Guangdong are better, but it is better not to have place names. Of course, "Quanjude Beijing Store" is a different matter.

119. The highest level of details: There is no problem with the consumer after reading it.

120. The most exciting aspect of the homepage: consumers make up their minds after reading it.

121. If the average customer price of the things you sell is relatively high and the ratio of consultation transactions will increase, your customer service positioning must be a "sales manager" rather than a simple answer role.

122. Behind the awesome shop, there are artists like artists standing even with multiple artists.

123. Product first and page second. These two things are not up to standard, and nothing will be happy about you.

124. If you want to cultivate two hits that are as tall as you are, this may be difficult.

125. Famous people can reduce the time and mental cost of consumers making decisions to the limit.

126. Consumers should have a sense of quality (details, pages), a sense of security (details, evaluations, sales), and a sense of trust (details, customer service). Details are the key.

127. Customer service may not just be customer service, but may require the quality, positioning, and ownership of the sales manager.

128. Knowledge that cannot be understood does not necessarily mean good knowledge, and knowledge that cannot be listened to does not necessarily mean good knowledge.

129. Clarify the business and consumers, which is more knowledgeable than any knowledge. The core is to understand consumers (groups, preferences, needs, psychology, behavior, etc.).

130. The most awesome shops are almost all works of art. Who doesn't like art? You are too lazy to doubt. There is all the sense of quality, security, trust.

131. Before emphasizing the influence of product brands, we must first check whether the influence of "store brand" is sufficient.

132. Whether online or offline, the essence of sales and purchase has not changed: first agree, then purchase.

133. Make consumers lazy, and make consumers' eyes full of beauty and satisfaction.

134. When a buyer makes evaluations, the influence of well-known comes from his overall impression of the store and customer service contact experience.

135. Artists cannot just care about beauty, marketing cannot just care about sales, and working hard cannot just make publicity.

136. All efforts must focus on one goal at the same time: make consumers like you (seeing that you will not create wealth)!

137. If the clarity of your store photos is not solved, your dream will not take off. This is the dividing line between copycat and professionalism. This is superficial and profound.

138. Target customers and marketing content are more important than marketing methods.

139. On what platform and what customers you face, decide what you should sell.

140. The streets are full of people, and you can’t dream that they are all your customers.

141. Consumers do not buy for the sake of "cheap", but consumers buy for the sake of "worth".

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