Sales skills of pre-sales customer service

Everyone opens a store on Taobao to make money. Not having professional skills as a pre-sales customer service staff is very detrimental to the long-term development of the store. What are the sales skills of pre-sales customer service? Below is some content I collected and compiled. I hope it will be helpful to you.

Sales skills of pre-sales customer service: Inquiry KPI items

(1) Inquiry conversion

1) Inquiry not completed, registration and follow-up of intended customers , check the reason why the customer did not take the photo, see if the problem can be solved, relieve the customer's worries, and complete the order. If the photo cannot be taken that day, follow up the order later.

2) Take photos of unpaid items; use the words to urge payment and follow up to see what the reasons are for the customer not paying. Agree on when to recharge. If the current account cannot be paid, you can recommend payment on your behalf or Alipay. If you have a problem, you need to go to the bank counter to dispel the customer's doubts and urge the customer to complete it as soon as possible.

Customer nature:

1) New customers: When receiving this type of customer, you need to respond quickly and politely, answer the customer's questions as quickly as possible, and make them feel The professionalism of the service, such as size recommendation, style matching recommendation, activity introduction, etc.

2) Old customers: This is the second time to buy. You can be more humane in your replies. Try to focus on emotions, get familiar with the customers, and provide professional services to increase their stickiness and promote the brand and brand. Service reputation.

(2) Response time

1) Typing, weekly typing practice, persistence, articles can choose our workflow or product knowledge----monthly assessment, progress winner award.

2) The accumulation of proficiency in business, as well as product knowledge and familiarity with work processes - negative reviews and complaints caused by business knowledge will be punished.

(3) Customer unit price

1) Recommended styles. When customers buy tops, you can guide them by asking them what to wear, and recommend pants and skirts.

2) Store activities: introduce the activities going on in the store to customers, and guide customers to take more photos and get more discounts.

3) Among the 2 items, if you can’t decide, take the spot product, have many reviews, and recommend it with good reviews, and you can intercept the buyer’s reviews for reference.

(4) Refund

Secondary follow-up service for refund orders:

1) If the reason for the refund is only due to your own problems, try to retain it , solve customer problems and appease orders without refund.

2) If it is definitely not necessary, the customer will also feel the sincerity of the service because of the repeated service, ensuring timely efficiency. Remember that our percentage must be the customer's hundred percent, reducing the customer's shopping cost. (time, energy, emotions).

(5) Response rate

For those with a lower than average response rate, you need to focus on checking the chat records to find existing service problems.

(6) Reception volume

It mainly depends on the situation of the store. For those whose reception volume is lower than the average, analyze the reasons, help them improve, and strengthen training on relevant shortcomings, if necessary disuse.

(7) Service

Service is a very important item, which is mainly carried out through service supervision, that is, spot checks of chat records, customer evaluation feedback, and supervision and submission by colleagues.

1) Sort out the documents every 2-3 days, place them on *** and supervise customer service for review.

2) Conduct chat record sharing meetings every week (depending on the current workload), and use typical cases to supplement standardized customer service skills.

Sales skills of pre-sales customer service: Job content

1. Responsible for replying to inquiries about basic product information

1) Obtain corresponding information from the product page and based on your own experience, respond to the product proposed by the customer Basic questions such as size, fabric, color, etc. will be answered immediately.

2) For issues involving details that are not detailed in the product description, such as some details and dimensions that are not marked, etc., you can first verify and understand before replying. The time should not exceed 24 hours, and the customer must be properly appeased. , take the initiative to explain the response time and response method.

3) When the customer asks questions about whether it fits, etc., if he is sure, he/she needs to provide the customer with a suggested reference recommendation on the premise that the customer provides detailed measurements. If it is difficult to determine whether it is suitable, you can give the customer the model's dimensions for reference.

4) Recommend existing products according to customer wishes, or provide generalized matching opinions.

2. Responsible for responding to inquiries about discounts

1) Respond immediately to customers’ inquiries about basic discount information.

2) For special discounts proposed by customers, there is generally no negotiation, and you can grasp it yourself within 20 yuan. For orders over 20 yuan, please ask your supervisor for instructions.

3) For price changes involving after-sales processing (such as replacement that requires compensation), please make clear notes and operate by yourself and change notes and flags accordingly.

3. Responsible for replying and processing the customer's order withdrawal information

If the customer's purchase intention wavers after ordering and applies to customer service to cancel the order, the customer service will handle it immediately:

1) If you take a photo of an unpaid item, the customer can close the transaction by himself, and the customer service will not close the order.

2) If the order has not been placed, communicate with the buyer to exchange money or apply for a transaction refund, and make corresponding transaction notes.

3) If the order has been placed but not shipped, submit it to the small warehouse to find the order, make changes or cancel the order, make corresponding notes, and feedback the results to the customer in a timely manner:

A. Interview If the order cannot be found, check the original order to verify whether it has been shipped. Send the notification number and click on delivery. Feedback to customer service, who will then discuss with the buyer.

B. If it has been sent, the customer service will contact the courier to return it or let the buyer refuse to sign. If the product has been sent, the customer will bear the freight incurred by the courier outlet.

4. Responsible for responding to inquiries about delivery issues

1) If you inquire about the delivery time when purchasing, we will respond immediately according to the normal delivery time. In addition, when customers purchase products, they should also proactively inform them of the delivery time.

2) If you inquire about the delivery time after purchasing and it is about to time out or has expired but has not been shipped, you need to appease the customer, confirm the customer's purchase intention, and process the order, such as canceling the order, urging the order, and urging the shipment.

3) When inquiring about shipment, if it has been shipped, query the express delivery information and handle it accordingly.

4) Buyers put forward special requirements for delivery: such as delivery at an agreed time, requesting delivery on the same day, requesting a change of address, requesting accessories and accessories, etc. They must be serious and careful, and try to satisfy the customer within the company's permission. Require.

5. Various words

1) Beginning: Hello, I am the customer service *** of ***flagship store. I am honored to be your image consultant. Please Lock me. I will be at your service today.

2) Negotiation: Thank you very much for choosing our store among many stores. The prices in the mall cannot be changed. They are fair to all customers. At the same time, our commitment is to let anyone Every customer who buys our products truly feels that they are worth their money.

3) Invoice: The invoice is issued by contacting us as soon as possible after you receive the clothes and confirm that you are satisfied with the goods. We all have formal invoices. You can contact us after the transaction is successful. I'll send it to you.

4) Application for refund process: Application for return process: Enter the purchased product--Return and refund---I want to return the product--Refund reason: Just choose seven days without reason.

5) Fill in the logistics order number: Hello dear, you have found the order for your return. When you see the please return button, you will be prompted to fill in the express order number and express company. Just fill it out and submit it. (Purchased product - please return - fill in logistics information - submit).

6) Additional shipping fee: STO * Yuan EMS * Yuan SF Express * Yuan Alipay link for additional shipping fee *** Please note the following items and Want Want name when troubleshooting: For example: Additional shipping fee - Want Want name.

7) End: After you receive the product, check and try it on, if you are satisfied, please give it a five-star rating. Store details: Service attitude: Delivery speed:

8) Reply to the offline message, the first sentence is, hello mm --- I am the customer service of ** (smiley face icon), you ask of. . . . .

6. Remarks: In principle, whoever handles it will make remarks, especially for order cancellation and address change.

a. Ordinary modification price: customer service name---Huangqi

b. Unshipped orders: Reason customer service name/date---Purple Flag

c. Shipped orders: Reason customer service name/date---Blue Flag

d. Special remarks: What is the customer service name/date of the express delivery---red flag

e. The customer service name/date of the refundable order---green flag

7. Follow up orders

Arrange the schedule, and the customer service staff during the day and night shifts will follow up on the unpaid orders taken without consultation; mainly by verifying the address and quantity or style. Supplement service to customers. Sales skills of pre-sales customer service: Delivery

1. Check for delayed delivery and out-of-stock orders, proactively leave messages about the customer's order goods, and negotiate customer returns and exchanges (1-2 times a week depending on the situation) After verification, we will check the transactions that have been shipped and have been shipped at this point, but have exceeded the delivery deadline but cannot confirm whether they have been shipped. We will carry out reminders, replenishment and other work according to the corresponding results to ensure that the order is cleared. omitted).

2. If the product cannot be shipped due to oversold or production problems, customer service will communicate with the buyer in a timely manner to provide a refund or exchange.

3. Check the styles on the store shelves with a score lower than 4.8. After shipment, provide follow-up service by leaving Want Want messages and follow up with customers who have high scores.