How do senior Taobao sellers communicate with customers?

This article is dedicated to friends who have just set foot on Taobao Road. I also hope that experts can give me advice.

First, give customers a good first impression.

When selling baby, sell yourself first. Only when customers recognize you and trust you can you accept the baby you sell. First impressions are very important. What is needed at this time is professionalism and enthusiasm, because even if you are a newcomer who has just lost credibility, as long as you are professional enough about the baby you sell, customers will have fundamental trust in you, and enthusiasm will make customers feel close and willing to communicate with you further.

Enthusiasm: Hello, welcome, nice to meet you, and I hope to find your satisfactory DD here, and then judge the customer's character according to the customer's answer. If it is a serious customer, then come straight to the point and introduce your baby. If it's a cheerful customer, I might as well say hello more. At two o'clock in the middle of the night, I received a cheerful MM, and when I came up, I said, The shopkeeper hasn't slept yet, hehe, it turned out to be one. I replied: Hehe, I didn't sleep. I am waiting for another night owl. (implying customers). This removes obstacles for the next communication.

Specialty: Familiar with babies, and know the origin, specifications, models, performance and other parameters like the palm of your hand. Say more affirmative and exact words, and less ambiguous words such as maybe, maybe and should be right.

Profession is the root and enthusiasm is the foundation.

Second, eliminate customers' purchase concerns. The online shop itself is a kind of non-face-to-face sales. Before buying, customers will naturally have concerns about the seller's reputation, the quality of the baby and the after-sales service. Then we can only communicate through language skills. Some customers may ask these questions directly, but some customers only ask questions in their hearts, so it is suggested that we answer these questions for two different types of customers.

For direct questions, we replied: Don't worry, although I am a novice, I value credibility more. Baby, there is no problem with quality assurance. Didn't selling inferior and counterfeit products ruin my job? In addition, if there is any quality problem, I promise to return it, and I will pay the postage.

Look at the word of mouth of your buyer. You are also an old comrade who often washes Taobao Bay here. Taobao rules tend to favor buyers. My word-of-mouth evaluation can be mastered on your mouse. You can test my children, my service and myself.

It's too expensive. If a customer says so, there may be two possibilities. First, the price really exceeds his psychological price. Second, I want to bargain with you.

For the first kind of customers, we can communicate with customers like this: Hehe, is it expensive? 480 is the real price. It costs more than 800 in the mall. You won't spend 80 yuan on this brand, will you? Hehe (be sure to add the word hehe, which means joking rather than irony). The Chinese New Year is coming, so spend more money to buy a baby that is also called peace of mind.

If the customer approves, we can continue to talk about the price. If the customer really can't accept it, you might as well recommend his baby with the right psychological price to the customer. Why don't you tell me your lowest psychological price and I'll help you find it. I don't have it in my store. I can also search for you in other stores. You must keep your word, otherwise don't say it. In this way, for the sake of customers, you can make customers agree with you. Even if there is no deal this time, it is possible to visit you next time, or let his friends and colleagues visit you. )

Treating the second type of customers is a challenge. By the way, pricing should be principled, neither too high nor too low. No one cares if the price is too high, and even if it attracts customers, it will inevitably be cut by customers. In Taobao, even if customers know that the price here is already very low, bargaining has become a habit. In addition to buying cheap treasures, they are actually enjoying the sense of accomplishment of bargaining. But if the price is too low, there is no room for bargaining, which means that customers are deprived of the opportunity to enjoy the results, and the possibility of clinching a deal may be greatly reduced (shh, don't let my buyers see it, or they will brandish knives around my store).

Our quotation should also be differentiated according to the type of customers. Treat happy customers, one or two rounds is enough, otherwise the other party will think you are not true. Look, I can post this baby. Are you satisfied? After getting the negative answer, let the last step, the lowest real price, XXX yuan, really can't be lower. For me now, earning credibility is more important than making money. You should understand.

For those who like to talk about prices, you can first give her the initiative and let her quote her satisfactory price. After four or five rounds of struggle, you can reach a price acceptable to both parties.

Buyer: 380, you pay the postage.

Seller: (continuing to sweat) You are amazing. I'm going to sell this price, and I'm going to jump off a building soon.

Buyer: 390.

Seller: (Raise the white flag to surrender) Well, I'm really scared. Deal, but you have to help me introduce more buyers. It's best not to bargain like you, hehe (make a request to customers to make them feel that the price is true).

Fourth, appease customers after purchase.

We shouldn't ignore the potential customers who didn't close the deal because of the price, baby style or other reasons, because the other party came to my store to encourage me and asked me to trust me. We should apologize for not closing the deal. Sorry, there is nothing for you here. Please look elsewhere. I hope you can find a satisfactory DD, and I will pay attention to it for you. I'll let you know if you find it. I'm sorry that my offer didn't satisfy you, but I really can't make any further concessions. I would like to make friends with you, and you are always welcome to come again. Keep a normal and peaceful mind, even if you don't sell your baby, let everyone recognize that you are a person, so that you can continue to operate for a long time.

Only after the customer's confirmation and evaluation can a transaction be called completion. Communication paves the way for evaluation. Thank you for your plan for the future. Good communication will make customers seriously evaluate and write wonderful comments (this comment can be seen by customers later). Thank your customers from the bottom of your heart, and let them feel valued and needed, so that customers will help you sincerely. Have you received the goods? Are you satisfied? After the other party approves, hehe, the baby is as good as himself, hehe, it's really pleasant to trade with you, earning credibility, making friends and being comfortable without making money. By the way, if it's convenient for you now, please confirm it for me and give you an evaluation that you think is appropriate. Thank you. Thank you again after getting the affirmation and praise from the other party. Your comment said that I spoke so well that I was embarrassed (blushing expression). Hehe, well, you are busy. Let me know if there's anything.

Seven, irregular return visit

Don't forget your customers and don't let them forget you. The completion of a transaction does not mean the end of sales, but the beginning of the next transaction. Manage customers with heart.

For the sake of sustainable management, we should pay a return visit to customers, wish the holidays, Taobao's activities for buyers, and some maintenance knowledge and matching skills we found about the baby, etc. These are the reasons for a return visit. It is a wonderful thing to turn God into a friend.

Of course, without honesty, all skills will make people feel insincere, and any skill is based on honesty.

Taobao road is long, please be happy!