Below are the specific steps for communicating with buyers: ( The editor of Xuanming Network has compiled the main purpose before: be polite, sincere attitude, and solve problems as the goal)
1. Confirm the other party’s identity
Determine whether the other party is himself, (Hey) Is it Mr. XXX/Ms. (Or just say the name, because some may not be me, but he will know him when you say this name) This is very important, and you must find someone who can help you solve this problem!
2. Confirm the product
Hello Mr. XXX/Ms. What products do I sell on Taobao (such as women's clothing, men's clothing) I want to know. You bought xxY color XXX products in our XX store on X month and X. Do you still remember? (Why do you want to say this directly instead of introducing yourself? Because I have made many calls before, when you have time to say that you are talking, the customer may have hung up the phone. Most people will be very annoyed when they receive some promotional calls, so customers will also think that you are such a person)
3. Understand the problem (apology)
Are you satisfied with our products?
1) Conversation, affirm the other party's sentences, and constantly give positive words tone
2) Understanding----Compassion-----Apology (same front) empathy
For example: I am really sorry, I understand your feelings very much, and I also feel very annoying. If I encounter such a situation, I will be very angry.
3) Pay special attention to the speed of speech, the tone should not be too fast, the tone should be ups and downs, and the sentence should not be too professional.
4) Apology: On behalf of XXX Store, I sincerely apologize to you!
4. Explanation of the main issues of customers
Four major issues:
1. Product Question: Thank you for your suggestions. Our products are shipped directly from the factory. We have been communicating with them about such issues recently. We have always attached great importance to product quality!
2. Logistics issue: Thank you for your suggestions. We are just a cooperative relationship with the express delivery company. Sometimes such problems will inevitably arise when the order volume is large. We will do our best to communicate with the express delivery.
3. Describe the problem: Thank you for your suggestions. I will convey your opinions to artists and photographers, and try to achieve the most professional and authentic product description.
4. Customer service question: Thank you for your suggestions. Do you still remember the customer service you talked to you at that time? (Basically I don’t remember) In this way, I will go and adjust the chat record later and find out who is responsible for receiving you. He will receive corresponding punishments to our customers in this way.
5. Close (comfort and apology)
1. I’m so sorry, we really didn’t do it well. Buying things online is just to be happy. This time I’ve made you unhappy. I sincerely apologize to you! I’m really sorry.
2. I am really sorry. I also hope that you can enjoy shopping at our house. We will accept your suggestions humbly. We will do better in the future. I am really sorry this time.
6. Introduce the main topic (sincere and euphemism)
You see, I have a small request because your medium/bad reviews still have a little impact on our store. If you think my service is pretty good, can you help me improve the evaluation level. Because I am an after-sales manager and I also have performance appraisal, you are very important to me. Can you help me? Thank you very much!
result:
1. Agree to modify: praise and affirm the customer's personality and understanding, and follow up on the modification process immediately.
2. Attitude hesitation: praise and affirm customers, and win sympathy from customers. (Sweet mouth)
3. Disagree or have requirements: praise or affirm the customer, and ask the customer to solve the requirements.
Customers hesitate:
1. Let’s do this. My name is Xiaobai. I am the after-sales service manager here. (Experience authenticity) I will send you a text message and leave my mobile phone number to you. Next time you come to shop, you will say that you are a novice friend. Next time you go to our house to buy something, I will give you a discount.
2. You see, it’s so late, my colleagues have gotten off work, I’m still working overtime, it’s not easy to find a job now, and it’s even more difficult to do a good job. I cherish this job very much and really hope you can help and support me. I will thank you very much.
The customer is unwilling to make amendments or proactively proposes to compensate:
1. I am so sorry. I understand your mood very much. I am also sincere in helping you solve the problem. Let me ask the store manager for instructions to see if I can make some compensation for you. This is our little intention. Gift is light and friendship is heavy. Let’s make friends.
7. Final work
1. Those who are willing to modify: Is it convenient for you to access the Internet now? (Even if you are not here, it may be convenient, don’t ask if you are accessing the Internet)
1) Convenient: Then I will guide you directly on how to modify it. It's very simple, it only takes one minute to do it.
2) Inconvenient: Phone appointment: Do you think it is convenient in the afternoon or in the evening? I will call you directly to guide you, so that it will be easier for you. (The rule of choice between two and one)
SMS reminder: Then I will send you a text message and give you the modification process so that you will not cause trouble.
2. If you don’t want to modify it: Don’t change it, don’t call again. (The attitude is very certain)
1) Warm text messages or Wangwang message (an opportunity we strive for)
Finally, I have to say one thing that if the seller complains to our store, then we can just leave a message to him Wangwang:
Hello, dear! If you have any questions, you can contact us directly after-sales service, and we are happy to assist you in handling your problems. I wish you peace and success! grateful! (This is to let Taobao know that we are really trying to help customers solve problems, rather than harassing customers and asking customers to make bad reviews)
There are three ways to make customers modify:
1) Oral instruction on customers to modify the oral instructions should be simple and easy to understand
2) The steps to post and modify the link must be detailed, simple and easy to understand
3) The steps to send a modification link to your mobile phone must be detailed, simple and easy to understand
We should not be afraid of bad reviews when encountering bad reviews. We should deal with them actively and healthily. If you treat customers sincerely, we will also treat you sincerely!
Attachment: Taobao store red envelope rules must be set up until last year's Double Eleven
Recently, Taobao issued the "Instructions for Use of Taobao Marketing Tools "Shop Red Envelopes"" for the first time, which provides relevant instructions on the definition, scope of application, collection method, red envelope settings, etc. of store red envelope definitions and clears the details of store red envelopes in terms of refunds. It will officially take effect on August 23, 2016.
It is worth noting that if the buyer initiates a refund application for an order using the store red envelope, the cash refund amount is only limited to the actual payment amount, that is, the actual amount after deducting the store red envelope allocation deduction amount.
It is understood that if the buyer has an order of 40 yuan for goods A and 60 yuan for goods B, he will use the store red envelope of 10 yuan and the actual payment of 90 yuan, of which 36 yuan is actually paid for goods A and 54 yuan is actually paid for goods B.
If the buyer initiates a full refund, the 90 yuan actually paid by the buyer will be refunded and the 10 yuan store red envelope will be refunded (the red envelope will be valid for use). If the buyer initiates a partial refund, the store red envelope will not be refunded. If the buyer initiates a full refund of product A, the actual payment of 36 yuan will be refunded.
In addition, the rules show that there are four conditions for use of store red envelopes. Store red envelopes are common to all stores; order amounts are higher than the red envelope amount or the order is over a certain amount; red envelopes can only be used to deduct the product amount; store red envelopes can be used at the same time as store discounts, gold coins, Jifenbao, Alipay cash red envelopes, etc.
At the same time, there are also relevant restrictions, such as only one store red envelope can be used for a single order; a single store red envelope cannot be used separately;
Once the store red envelope is received, it cannot be withdrawn or transferred; the store red envelope cannot be used at the same time as product coupons, store coupons, etc.
"Instructions for Use of Taobao Marketing Tools "Shop Red Envelope"" |
1. Definition Store red envelopes are marketing tools that sellers can configure according to Taobao’s official marketing activities or store activities. Buyers can deduct the consumption amount when they meet certain conditions when trading in their store.
2. Scope of application Suitable for Taobao official marketing activities and store activities that support store red envelopes.
3. How to collect Receive according to the seller's settings.
4. Conditions of use 1. Only available in stores that issue red envelopes, and are applicable to all stores; 2. The order amount is higher than the red envelope amount or the order is over a certain amount can be used; 3. Store red envelopes can only be used to deduct goods amounts, and cannot be used to deduct non-commodity amounts such as freight and service fees; 4. Store red envelopes can be used at the same time as the following tools: including but not limited to store full refunds, store full discounts, gold coins, Jifenbao, Alipay cash red envelopes, etc.
V. Limitation of use 1. Only one store red envelope can be used for a single order; 2. The red envelopes in a single store cannot be used separately; 3. Once the store red envelope is received, it cannot be withdrawn or transferred; 4. Store red envelopes and the following tools cannot be used at the same time: including but not limited to product coupons, store coupons, etc.
6. Red envelope settings 1. Set permissions: Set up the store’s main account, and the sub-account requires the main account authorization before setting it; 2. Store red envelope denomination: The red envelope denominations for different main categories are different. Sellers can choose the denomination setting according to the category to which the store belongs; For example: The denomination of women's clothing categories includes 5 yuan, 10 yuan, 20 yuan, 50 yuan, 100 yuan, 200 yuan, and 500 yuan. 3. Set the time, collect time, and use time depends on the time of the specific activity; 4. Editing rules: Before the event begins, the seller can change the amount of the store red envelope; after the event begins, the seller cannot create, change, or delete the store red envelope.
7. Refund Rules 1. If a full refund is initiated before confirming receipt of the order for the store red envelope, and the store red envelope is still within the validity period when the refund is completed, the store red envelope will be returned to the buyer's account. If the store’s red envelope has expired when the refund is completed, the store’s red envelope will not be refunded; When partial refunds are made, the store red envelopes will not be refunded. 2. If the buyer initiates a refund application for an order using the store red envelope, the cash refund amount is only limited to the actual payment amount, that is, the actual amount after deducting the store red envelope allocation deduction amount. If the buyer purchases A product for 40 yuan + B product for 60 yuan, and uses a store red envelope of 10 yuan, the actual payment is 90 yuan = A product for 36 yuan + B product for 54 yuan. The buyer initiates a full refund and refunds of 90 yuan (if the red envelope is still in use, refunds of 10 yuan in store red envelopes). The buyer initiated a full refund of product A and refunded 36 yuan. The buyer initiated a full refund of Product B and a refund of 54 yuan.
8. Price protection Store red envelopes are not included in the calculation of the minimum auction and transaction price of products participating in Taobao marketing activities in the past 30 days.
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Relevant media said that after setting up Taobao store red envelopes, first, it can increase the store conversion rate and transaction rate, and second, it can increase the return rate of old customers. Store red envelopes will provide accurate push to users who have bought store treasures and users who have bought store treasures.
It is understood that store red envelopes are a must-have for the event registration of the seller of Taobao Double 11 promotion event in 2015 [the venue + the peripheral seller (except virtual category)].
This article comes from Xuanming Network http://www.shxuanming.net/ Please indicate the source when reprinting
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