Basic concepts of customer service

Customer service, on the company's online sales platform, use instant messaging tools such as Want Want and QQ to convey and influence their ideas to customers and successfully complete orders.

In short, use the method of empathy to give customers the answers they want; Understand, say it, sell it and get the money back.

2. Main work contents

1. Understand customer needs and match them. (pre-sales)

2. Give the buyer a reason to buy and promote the transaction. (pre-sales)

3. After-sales service (after-sales service)

4. Relationship maintenance (after-sales)

Three important functions and meanings

1. Create the store image: customer service is the first window of the store image.

2. Improve the transaction rate: Online customer service can answer customers' questions at any time, so that customers can know what they need in time, thus facilitating the transaction.

3. Improve the customer's return rate: customers will be more inclined to choose sellers they are familiar with and understand, thus improving the customer's repurchase rate.

4. Better customer service: We can provide customers with more shopping suggestions, better answer customers' questions, and feed back buyers' after-sales questions faster, so as to better serve customers.

Four basic requirements

1. Honesty, patience, care, enthusiasm, gratitude, empathy and self-control.

2. Commodity expertise: style, size, color, quality, precautions, etc.

3. Understand the trading rules of online stores: avoid affecting the operation of the whole store because of violating network rules.

5. Have the basic knowledge of online shopping security and the ability to handle things independently.

6. Leave room for everything: on some occasions, please don't use the words "affirmation, guarantee and absolute" indiscriminately, but try your best to fight for it, and the effect will be better. Give more sincerity to customers and leave some room for yourself.

7. Frankly introduce the advantages and disadvantages of goods, seek truth from facts, be honest with others, and don't lose faith in customers in order to promote transactions.

8. Communication skills: be good at using keywords, make use of shop activities, properly use facial expressions, adjust the atmosphere, and increase customers' desire to buy.

9. Dispute handling skills: respond quickly, listen carefully, receive warmly, apologize sincerely, and ask customers how to remedy.

Summary of basic problems and reference of sales reply skills

Size problem: because the size problem is a non-quality problem, if the postage caused by it is to be borne by the buyer, it is best to explain that the size is for reference only.

Answer 1. Honey, our size is normal. You can buy sports shoes according to the usual size! ~

Answer 2. Dear, our size is normal, because people's figure and wearing habits are different. If your instep is high or your feet are wide, customers suggest that you be a bigger size ~!

Answer 3. Honey, this baby belongs to a wide body. If your feet are thin, I suggest you buy a smaller size.

The customer is obsessed with the size problem (don't let the customer think for too long, which will cause him to give up buying just because he can't make up his mind)

Suggested:

Answer 1. It is recommended to buy something loose, so that you can leave some space for your socks, or you can put an insole on it, and the difference between adjacent sizes will not be too big.

Answer 2. Dear, generally speaking, it is appropriate to wear size * *, because personal dressing habits are different. If your instep is high or your feet are wide, I suggest you buy a bigger size! ~

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Be smart when bargaining with customers. Too strong can easily cause customers to resent, have a bad impression on you, and don't want to buy our products. )

Answer 1. Dear, our current activities are already very favorable, just to earn popularity, please don't bargain, you can't afford to hurt ~!

Answer 2. Hello, dear, we are selling at a low price to expand the brand just to earn popularity, and we refuse to bargain ~! Please forgive me ~!

Answer 3. Honey, our baby is now very preferential. I believe you will be very satisfied when you see the real thing.

Postage bargaining

Answer 1. Dear, the freight is also collected by the courier company, and we only collect it now. We have tried our best to negotiate a more reasonable price with the courier company, and we only charge according to this, and we can't reduce it any more. Please understand.

Answer 2. Dear, our price is already very low, and the postage can't be borne by you. I really can't afford it! ~

Answer 3. Honey, one product is overweight, and if you buy two together, the extra weight will be more. I'm sorry the postage can't be reduced ~! (If the customer wants two packages, but there is no such activity at that time, he can persuade by weight. )

High quality goods

Answer: Dear, don't worry, we are the brand flagship store of Taobao Mall, and everything you buy in our store is genuine. We promise to pay 10 for one holiday, so you can rest assured to buy it ~!

quality

A: Our production line mainly produces domestic and export sports shoes, and the quality requirements are the same as the supervision process. Please feel free to buy this kind of shoes you like. It was sold on both the entity and the network, and no quality defects were found. If there are quality problems during wearing, we will take full responsibility, return 100% and bear the courier fee.

Proper guarantee can make customers feel more secure about our product guarantee.

Gender equality

Answer 1 Different brands of shoes use different technologies and materials. Of course, the prices will be different. They are not comparable. Dear, you must believe that it is worth the money! ~

Answer 2. Hello, the price of our baby is like this. Some ordinary ones may be cheaper, while others look similar but the price difference is much, mainly due to the difference in materials and workmanship. The cost is high, but the quality is good.

Color difference: There is little difference between the colors of clothes and shoes and the pictures. Online shopping YY, because the color rendering degree of the display is different, everyone has different perception of color, so it is inevitable that YY has "color difference". If parents have high requirements for YY color, please choose carefully. Thank you.

urge sb for payment

Take advantage of customers' desire to buy our baby.

Answer 1. Dear, we are doing activities now, and it is easy to break the code because of the large amount of activities. If you like our baby, I suggest you take photos as soon as possible to complete the payment, so as not to bring you unnecessary trouble because of broken code.

Answer 2. Honey, our activities are coming to an end. I suggest you take a picture as soon as possible, and don't miss our offer ~ (to increase customers' desire to buy in a way that the event is coming to an end and the offer is no longer available)

Answer 3. Honey, we are doing activities now, and there is a lot of activities. If you like our baby, I suggest you take photos and complete the payment as soon as possible so that we can arrange delivery for you as soon as possible.

Answer 4. Honey, our delivery time is coming today. I suggest that you complete the order as soon as possible before this, so that we can arrange the delivery for you at the first time today. (The customer wants to receive the baby early, so we need to convince the customer with timeliness, or we can use keywords to urge the customer to complete the transaction immediately. )

Answer 5. Honey, I saw you shoot a baby in our shop. I don't know why the payment has not been completed. We have a lot of activities now. If you like our baby, I suggest you take a picture of it as soon as possible so that we can arrange delivery for you as soon as possible. If the order is not completed for a long time, the system will automatically close the transaction. (Payment reminder method for customers who have not completed payment after taking photos)

Some customers ask us to introduce styles through store search.

First understand customer demand, high and low help, price demand, etc. Send several links to customers for reference.

There are no treasures that customers like in the store;

Answer: Honey, we don't have the baby you need at present. You can collect our stores and keep an eye on our treasures on the shelves at any time! Look forward to working with you ~ (guide customers to collect shops and look forward to the next cooperation)

Persuade customers with protection

Dear, we support 7 days no reason to return, you can rest assured to buy!

Dear, we are genuine licensed products, with genuine guarantee, you can rest assured to buy!

After-sales service:

The customer hasn't received the courier for a long time: dear, we have indeed sent your order. We will always pay attention to logistics information, contact express customer service, ask them to help track and arrange delivery for dear as soon as possible.

Quality problem: Dear, I'm sorry for the trouble. Please film the quality problem for me. There are two main photos: one on the front of the shoes with quality problems (circle the position of quality problems in the picture) and the other on the front of the shoes with quality problems.

Exchange: dear, we will exchange the goods for you immediately after receiving your baby ~ ~!

Dispute over exchange postage: Answer 1. Dear, because the size problem is not a quality problem, the postage should be borne by parents.

Answer 2. Dear, our after-sales customer service also conducted a size survey on the customers who have consumed in our store, and most of them also made reference choices according to our size table ~

Six online shopping safety

In the company, customer service is the person who has the closest contact with the outside world. We don't know the person opposite the computer. If Trojans are allowed to enter, it will lead to the theft of company accounts and even affect the normal operation of the whole company. Universal network security sharing

1. "phishing" customers will send some unsafe links and find some excuses for customer service to open the links. For example, "I want to shoot a shoe in your house, but I can't shoot it all the time." I don't know what the reason is, please help me to have a look "; "Hello, I'm Taobao Xiaoer. There are serious irregularities in your shop. Please sign in in time, otherwise it will affect your operation. Please enter the link for details. "

Remember: security links are marked with security signs. Do not arbitrarily operate any login password in the link provided by the customer.

2. "I have taken a fancy to many shoes in your house, and the quantity is very large. I will send the documents directly to you, and you will help me arrange the delivery as soon as possible. "

Do not accept documents sent by customers. Some hackers attached Trojan horses to files. Under normal circumstances, we can answer customers like this: Dear, we can't accept it because of the network comparison card. Parents can put the treasures you need into the shopping cart one by one and then settle accounts together. We will deliver the goods according to the mother order, don't worry. "

3. Beware of customers' traps

Some customers will ask us to provide another chat platform during the sales process. Especially on after-sales issues.

"Your shoes have been received and found to have quality problems."

"Please provide pictures to let us know the situation."

"I don't know how to upload it. You give me your QQ and I'll show you the video directly."

Don't send QQ to customers, customers will take screenshots of your QQ, and complain that sellers guide customers to contact offline.

Not all platforms support drainage. Once it is found to be serious, stores will be directly removed, especially in JD.COM Mall. If the names of other platforms such as Tmall, Taobao and Paipai appear in JD.COM chat, they will be blocked.

Seven professional outdoor knowledge (customer service personnel are required to establish a concise file for each baby for easy inquiry)

Waterproof, breathable, warm, comfortable and load-bearing (in fact, the weight of shoes).

Three key points to distinguish a pair of good shoes:

1. Upper material: high-quality cowhide, waterproof material.

2. Waterproof socks: professional waterproof socks GORE-TEX professional waterproof breathable film.

3. The only drainage pipe can drain water quickly.

Fabric: Compared with other fabrics, cowhide fabric is thick, warm and resistant to splashing. There are tiny pores on its surface, which can let the air circulate, ensure the breathability of shoes, and will not feel too stuffy when worn, thus preventing foot odor.

GORE-TEX waterproof breathable membrane is a professional waterproof membrane.

Principle: there are many small holes in small fish water molecules, so water can't enter, but it is breathable.

Insole: generally use hypobaric, silicone or latex soles.

Highbury: Good deodorizing performance. Gengtiejiao

Silicone insoles and latex insoles: more comfortable to wear.

Lining material: cotton+reticulated pigskin lining

Cotton cloth+mesh cloth: good thermal insulation.

Pigskin lining: smooth surface, more comfortable to wear.

Sole: VIBRAM sole (V sole for short) is a technology introduced from Italy, which can effectively disperse, absorb and release the pressure during exercise, and the tire tread increases the grip. Design of front broken brake tire

Eight sales types

1. Box sales: What customers ask, they will answer mechanically. (Answers to some basic questions)

2. Relationship selling: There are several ways to promote the relationship between the two parties:

A befriend, (because I have been to the place where I bought it, which is beautiful, or I am the buyer's hometown. )

B turn yourself into a user.

Praise and listen

Always know customers.

Nine customer types

(Divide customers by the following categories)

Clear type: customers have clear needs for themselves.

1. According to whether customers know what they need, they are divided into

B confused type: not fully aware of what you need.

Strategy:

A Demand-specific: We are very clear about the purchase process of the shoes to be purchased. At this time, we listen more to the needs of our guests and don't forget to praise them.

B chaotic demand: lack of understanding of goods, lack of understanding: such customers lack commodity knowledge. For such customers, we need to answer seriously, recommend from his point of view, and tell him why you recommend these products. For such a customer, the more detailed your explanation, the more he trusts you.

Self-determination: own the goods you want.

2. According to the customer's consumption behavior, it can be divided into

Swing type: easy to convince, can be recommended more.

Strategy: A For independent customers: Because customers have their own products, there is no need to make more recommendations. After customers take a fancy to the products, they should appreciate them.

B For swing customers, such customers are usually easily persuaded. You can make more recommendations, introduce them patiently and sincerely, and finally help customers make up their minds, make choices and make orders.

Price sensitivity: price can attract customers.

3. According to the customer's price sensitivity, it can be divided into

Price insensitivity: Cheap can't arouse customers' desire to buy.

Strategy: For price-sensitive customers, we can introduce some of our promotional activities or preferential measures to customers, such as what are the preferential prices for buying more, which are very attractive to customers.

Price insensitivity: Please don't recommend it at will, and give customers the right to choose freely.

Urgent: eager to buy.

4. According to the urgency of the customer's purchase, it is divided into

Pursuing satisfaction

Casual type: just wandering around,

Strategy: Emergency customers are more beneficial to us. Once customers are selected, they will place orders soon.

B for individual customers: these customers are generally just browsing and don't need to buy goods in a hurry. We need to understand customers' interests and put forward some targeted suggestions, especially to highlight their advantages and strive to improve their purchasing desire.

Self-use type:

5. According to the customer's purchase purpose, it can be divided into

Gift type: You can introduce more products suitable for gifts.

Strategy: A For self-use customers, you can make more recommendations according to your own preferences, which should be more practical.

B For gift-oriented customers, you can learn about the types of gifts from the survey and make some corresponding introductions, and recommend more distinctive products, such as ultra-light cartoons that are popular with children.

Demand-oriented: it requires high grade and can launch high-priced goods.

6. According to the customer's requirements for quality, it can be divided into

Leisure type: the quality requirements are not very high.

Strategy: A For demanding customers, usually perfectionist customers, the requirements for grades will be higher, and some products with higher prices should be introduced to such customers.

B For individual customers: This kind of customers don't have high quality requirements, but the key is to be suitable, and they can make more recommendations and launch more preferential activities to promote the purchase intention.

Trust-oriented: old customers, who have had purchasing experience.

7. According to customers' understanding of our products, it can be divided into

Suspicious: Seeing our products for the first time.

Strategy: A For trusted customers, it is easier to make a deal, because they buy again without much introduction.

B. For suspicious customers, we should patiently answer his questions, let him know where the advantages of our products are, and let customers know about our products. In this way, customers can have a good idea, communicate with us and have a better chance to reach a deal!