If a customer says that they have done a good job before and now they no longer do it, how do you reply to the customer and retain the customer?

1. Want Want Consultation for Inquiry Customers

Secret Explanation: For customers who like to consult before buying, sellers must not be stingy with their words and make use of Want Want’s automatic reply function. Whether you are in front of the computer or not, you must set up automatic replies so that customers can receive the seller's reply as soon as possible. Wangwang's reply speed in Taobao's new rules is also one of the references. You can set two automatic replies, one is to directly reply to customers who have made inquiries for the first time, and the other is to reply to customers who have waited too long to explain that the customer service is busy. The two carousel settings can also create the "illusion" of being busy receiving many customers. For customers who start by bargaining, sellers should not bluntly reply "No negotiation, no free shipping". In that case, few will be willing to stay, especially for non-essential products such as clothing. Sellers should avoid the topic of price and help first. The customer checks to see if it is in stock, and then guides the customer to learn more about the product. The more he or she learns about the product, the more the customer feels it is worth it, and the bargaining range will be much lower.

2.

Guide customers to strengthen their purchasing confidence

Secret explanation: Determine the color and size selected by the customer, and then proceed to the next step when the goods are available to avoid Customers will be bored if they waste half a day and end up with no goods. After confirmation, customers will naturally ask questions about the product. Although the description of the product is very detailed, the seller cannot let customers read the description by themselves. Sometimes customers clearly see the description of the product’s ingredients, fabrics, sizes, etc., but they are still used to it. When asking the seller, especially female customers, the seller must not be prevaricating at this time, and give pertinent answers to the customer's questions, so that the customer feels that you are confident in the product, responsible and patient. A good start lays the foundation for continued communication in the next step. Base. Therefore, making money is secondary, providing good service and retaining customers' hearts are more important.

3.

Don’t take the photo lightly, follow up with the customer to complete the payment

Explanation of secrets: After the customer successfully took the photo, he found that there was For a few cents, ask for zero change. Why not make the customer satisfied to the end by bargaining without any hassle? It is not bad to exchange a few cents for a refreshing and generous impression. However, the customer did not understand the operation and entered the payment process and could not erase the zero. At this time, the fairy honestly confessed that she really wanted to erase the zero but the system did not allow it, and added a joke to ridicule the customer's request to erase the zero. Not only was the customer not angry, but they also chatted with her. When she got up, the fairy analyzed that the customer should have been ready to pay, but she was worried that the customer would regret and give up the desire to buy if she failed to erase the zero, so she followed up nervously and continued chatting with the customer, so that the customer would not have the mind to think about not buying. During the chat The fairy saw the prompt that the payment was successful and finally made it successfully.

4.

Payment completed, promised delivery and after-sales service

Explanation of secrets: Every customer who takes a photo of a baby is very eager to see the product. If you can understand this mood, you can naturally reply to every sentence from the customer's perspective. However, sometimes sellers know that there will be sudden changes in inventory, but at this time it is useless to tell customers so much. They can only tell customers that they will be sure when the goods are available. It can be shipped on the same day. If there is a shortage or sudden outage, it can also be explained to the customer that it can be shipped on the same day when the goods are in stock. Unexpected things are not ruled out, so that follow-up explanations can be made easier. At this time, you just need to make customers feel at ease and at ease. Many sellers, including many crown sellers, have customers disappear after payment is made. Don’t forget to leave reviews. This is the most important thing. In order for customers to give 5-point praise, it is best to hint in advance that customers have problems and contact them first. They will definitely be able to solve them. , making customers satisfied again.

5. Gentle and considerate greetings bring a perfect end to the transaction

Secret explanation: Confirm the delivery address to make the customer responsible, and don’t forget to give a considerate greeting at the end, just like an old friend. , rather than just buying and selling, I believe no customer can refuse such gentle customer service. Always maintain a happy and relaxed attitude when facing every customer. Don't ignore the psychological needs of customers because you are busy. Sometimes, customers buy not only a piece of clothing, but also the pleasure of communication and the feeling of being valued.