Tips for Taobao customer service dunning

Tips for Taobao customer service dunning

Shopkeepers who open stores online often encounter buyers who have placed orders but have delayed payment, which will make people very upset. Whether they buy or not, they will automatically close the order after a period of time. At this time, our Taobao customer service will play a role, analyze the buyers and then urge the payment.

Taobao customer service can't take the dunning work too simple. If the buyer is not happy by accident, then the order is gone. This is actually very learned. The success of dunning depends on the ability of Taobao customer service. Although there are some external factors, the subjective effect is our buyer's intention.

First, whether to consult the order.

1. Inquiry Sheet

If the buyer placed an order after consulting but didn't pay, then Taobao customer service needs to know the reasons why the buyer didn't pay in the chat record, such as whether the postage, gifts and price were not agreed. At this time, Taobao customer service can give discounts to buyers, appropriately relax the authority to let buyers pay, and at the same time ensure the profit of the store.

2. No investigation

If the customer has not consulted, such a situation may be a mistake, dislike of the product, spoof of peers and so on. After all, our Taobao customer service doesn't understand the situation. If the amount of Taobao customer service is relatively large, you can call for consultation, and if the amount is relatively small, you can contact the buyer with Want Want. Here, don't let the buyer pay directly, so others will resist. Hello, dear, I am the customer service of xx online shop. You photographed a product in our store the day before yesterday. It means you haven't paid yet. This product is refreshing. Gifts can be given when purchasing this product. And then it's over. Dear, it is convenient for you to pay today, and we will arrange delivery for you immediately. .

Second, try to communicate and analyze the purchase intention.

If you place an order after the information, but don't pay, in the process of talking with the buyer, Taobao customer service will accurately judge the buyer's age, gender and purchase intention according to several questions asked on its own initiative, which will help Taobao customer service grasp the buyer's purchase psychology, analyze the buyer's purchase desire, and finally prescribe the right medicine to urge the buyer to pay.

Third, pay attention to the time and don't disturb the buyer's rest.

Matters needing attention in urging payment by Taobao customer service: Never urge payment before 10 in the morning, lunch break and rest day, which will annoy buyers. No one needs to be disturbed by others during their own rest time, and the success rate is very low. Therefore, Taobao customer service should avoid dunning during these periods when dunning.

Fourth, know the buyer.

There are two reasons why the buyer failed to pay in time:

1. Payment terms are not available: it may be that novice buyers don't understand the operation, Alipay has no money, and payment is difficult. These Taobao customer service can help buyers solve problems and guide customers to pay as soon as possible through Want Want or telephone.

We don't want the product after eating it. We also need to understand this situation. After all, the transaction is voluntary. Don't force others, be warm and polite, don't be aggressive. He doesn't buy this product now, and he may buy other products in the future.

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