What communication skills does Taobao customer service have?

1. 1 Greeting skills-warm and generous, quick reply

When the buyer asks where it is, he can answer: Dear, yes, I am waiting for you! Glad to serve you! It is necessary to reply to the buyer quickly at the first time, because the buyer will shop around and may contact several companies at the same time. At this time, whoever replies the first time will take the lead.

1.2 questioning skills-meticulous

When the buyer asks about the goods in the store, if any, he will introduce the advantages and benefits of this kind of goods to the customers. If the goods you ask are out, you can answer: I'm really sorry, this one is sold out, and other new models have just arrived. Let me show you. Don't directly reply no, do it at this time, even if there is no, customers will want to see other goods in the store, so pay attention to the answering skills.

1.3 recommendation skills-professional and accurate recommendation

Customer Service: Thank you for waiting, dear. These two models are simple and fashionable, which are very popular with young people. This is the link address … ..

This tells the seller professionally and accurately that you chose the right goods for him with your heart, not just for commercial interests.

1.4 Bargaining Skills-Take the retreat as the advance and facilitate the transaction.

If the customer continues to bargain:

There are other ways at this time, such as small gifts. It will make customers feel that they have achieved something even if they don't talk about the price. Be careful, when the word is long, don't type so much at once, because the seller may lose patience after waiting for a long time. You can do it for a while and then send it out. Keep calling and don't keep the buyer waiting too long.

At this time, if the buyer says it's expensive, just follow the buyer's instructions and admit that they say it's expensive, but gently tell the customer that the money is well spent and that the buyer needs to consider comprehensively, not only the goods, but also the packaging quality, price, brand and after-sales.

Tell the customer euphemistically, in this case, most buyers will be more satisfied.

As for bargaining, we usually buy things. Where can I bargain? Bargaining also needs space. Everyone has the idea of bargaining, but we won't bargain when we go to Wal-Mart, because there is no place to bargain and there is already a discount. We want to be the "Wal-Mart" and "Carrefour" supermarkets on the Internet, not the market. If you give customers the concept of market, it is bargaining ... if you give the possibility of bargaining, you should also leave room for bargaining. Don't give too low a price at the beginning.

1.5 verification skills

After the buyer pays, before the buyer goes offline, send the buyer information in the order to the buyer for confirmation to avoid mistakes, which will reduce the problem of delayed delivery and leave the impression that we are serious and responsible.

1.6 Farewell Skills

Deal: Thank you for your patronage. Just wait to receive the goods. If we cooperate happily, I won't bother you.

End the topic simply and generously and pay attention to efficiency.

If there is no deal: also answer politely.

1.7 follow-up skills-as a transaction, communicate in time.

When we receive that the baby has been photographed but has not been paid, we should follow up in time and contact the buyer according to Want Want or the order information.

Tell the buyer

This tells the buyer and puts pressure on the buyer. After receiving the payment, we have worked hard to prepare for delivery. At this time, the transaction is successful under normal circumstances.

Pay attention to the contact information here. If you make a phone call, it is normal to deduct the fee, because the customer may have a meeting, work, etc. , so you can also send a text message to confirm.

Don't just ask if you want to buy it. At this time, the customer has only two choices, and the general answer will be Oh, forget it, don't buy it.

No deal:

Show surprise, tolerance and generosity. Welcome to come again.

Second, after-sales communication

2. 1 After delivery-tell delivery and buyers to be practical.

You can notify customers through Want Want, preferably by in-station letter or SMS, but the cost is high, especially if there are many customers. If it can be sent to the merchant and the recipient at the same time, the logistics will be done.

2.2 when the time comes

In the case that the normal express delivery is expected to arrive soon, if it does not arrive normally, contact the buyer to inquire about the harvest. We can help buyers to inquire about the logistics situation and make explanations. Even if it is sometimes delayed, I believe many buyers will understand.

2.3 After signing for it

After the customer signs for it, pay a timely return visit to the tracking information.

How do you feel about asking customers' opinions? If you have any comments, explain and deal with them, and improve the comments and questions raised by the buyer in the future work. If you do this, our new seller will have a great advantage.

2.4 After favorable comments

The difference between new sellers and big sellers is that we can be more detailed, and big sellers may not have much energy. After receiving favorable comments, we should reply to the buyers in time and thank them for their support.

Here, there are also bad reviews. What is a bad review?

Bad review means that although the customer has given a favorable comment, it will show that he is not satisfied with the logistics speed, but he still gives such an evaluation reluctantly. We must answer the following questions:

We have to explain it again, and at the same time, we should be careful not to disclose the buyer's information and not to communicate through Want Want. At this time, the communication is mainly to apologize, apologize, and then apologize. After the buyer forgives, thank you for your understanding and praise. In general, customers will finally understand.

For bad reviews, we should also explain patiently. Let customers understand.