Online shopping because you can not see the real thing, so people feel more unreal, in order to facilitate transactions, customer service will play an important role, so the use of customer service communication and conversation skills is essential to facilitate the order.
(a) attitude
1. Establish a correct and positive attitude
Establish a correct and positive attitude towards the online store customer service staff is particularly important. Especially when the goods sold, there is a problem, whether it is the customer's fault or the courier company's problem, should be resolved in a timely manner, can not avoid, shirk. Proactively communicate with the customer to understand the situation as soon as possible, try to make the customer feel that he is respected and valued, and propose solutions as soon as possible. In addition to the monetary transaction with the customer, but also should let the customer feel the satisfaction and fun of shopping.
2. To have enough patience and enthusiasm
We often encounter some customers, like to break the pot to ask the end. This time we need to have enough patience and enthusiasm, careful reply, which will give customers a sense of trust. Never show impatience, even if the other party does not buy to say "welcome to the next visit". If your service is good enough, this time not maybe there is a next time. Bargaining customers are often encountered, bargaining is the nature of buyers, understandable. In the scope of mutual acceptance can be appropriate to let a little, if it really can not also should be politely rebuffed. For example, "I'm really sorry, did not make you satisfied, I will strive to improve" or guide the buyer to look at the goods from a different perspective so that she feels that the goods are worthwhile, will not be too concerned about the price. You can also advise customers to shop around first. In short, to let customers feel that you are warm and sincere. Never say that I do not pay here, no words to hurt the customer's self-esteem.
(B) expression
Smile is the best welcome to customers, a smile is a presentation of life, but also a symbol of success at work. So when meeting customers, even if it is just a gentle greeting to send a sincere smile, although it is said that online communication with customers is invisible to each other, but as long as you are smiling, between words can be felt. In addition, more Want expression, can also receive good results. No matter which expression of Want Want will convey their emotional signals to each other. For example, "Welcome!" "Thank you for your patronage" and so on, should gently send a smile, plus or not to give people a completely different feeling. Do not let the cold font language cover your charming smile.
(C) courtesy
As the saying goes, "a good word three winters warm, bad words hurt people in June cold", a "welcome", a "thank you patronage!
Courtesy to the customer, so that customers really feel the "God" of respect, the customer came, the first to a "Welcome, please take care of." Or: "Welcome, what can I do for you?". Sincerely "said" out, will make people have a very friendly feeling. And can first cultivate feelings, so that the customer psychological resistance will weaken or disappear.
Sometimes customers just casually to the store to see, we also want to sincerely thank people to say: "Thank you for visiting the store. For courteous, polite and extraordinary online store customer service, who will not turn him away. Sincerely thank you is a psychological investment,
does not require a large price. But can receive very good results.
The key to the communication process is not what you say, but how you say it. Let's look at the following small details of the example, to feel the effect of different sayings: "you" and "MM you" comparison, the former formal polite, the latter more intimate. "No" and "I'm really sorry"; "En" and "Okay, no problem:)" are the former hard, the latter more humane. The latter is more humane. "Do not accept to meet and trade" and "Sorry I am usually very busy, may not have time to meet and trade with you, please understand Oh" I believe we will think that the latter tone is more acceptable. More polite attitude, modest tone, you can successfully establish a good communication with customers
(D) language
1. less use of the word "I", more use of the "you" or "We" such words: let the customer feel that we are wholeheartedly for him (her) to consider the problem.
2. Commonly used standardized terms:
▲"Please" is a very important polite words.
▲"Welcome", "It's nice to meet you", "I hope you can find your DD here".
▲"Hello", "Excuse me", "Excuse me", "Please wait", "Excuse me", "I'm very sorry", "Thanks for your support"?
Usually pay attention to improve the cultivation of their internal strength, the same thing different ways of expression will express a different meaning. A lot of misunderstandings and disputes in the transaction is because the language expression is not appropriate and caused.
3. In the language of customer service, you should try to avoid using negative language.
This is critical. There should be no negative language in the language of customer service. What is negative language? For example, I can't, I won't, I won't, I can't, etc. These are all called negative language.
▲In the language of customer service, there is no "I can't": when you say "I can't", the customer's attention will not be focused on what you can give, he will be focused on the "why", "can't", "why", "can't", "can't", "can't", "can't", "can't", "can't" and "can't". When you say "I can't", the customer's attention is not focused on what you can give, it's focused on "why not" and "why not".
The right way: "Let's see what we can do for you", which avoids telling the customer that you can't, you can't.
The right way: "Let's see what we can do for you".
▲In the language of customer service, there is no "I will not do": if you say "I will not do", the customer will have a negative feeling that you are resisting; and we want the customer's attention to be focused on what you are saying, not a shift in attention.
The right way to do it is to focus on what you're saying, not what you're doing.
The right approach: "What can we do for you?"
▲ In the language of customer service, there is no "it's not my place": the customer will think that he does not deserve to ask for something and will stop listening to your explanations.
The right way: "I'd love to do it for you".
▲In the language of customer service, there is no "I think I can not do": when you say "no", the communication with the customer will immediately be in a negative atmosphere, why should the customer focus on what you or your company can not do, or do not want to do? Why focus on what you or your company can't do, or doesn't want to do?
The right way: tell the customer what you can do and are more than willing to help them
▲ In the language of customer service, there is no "but": have you ever received a compliment like this? -- "That's a nice dress you're wearing! But?" No matter how well you say it, if it's followed by a "but", you're negating what you've said to the customer.
The right way: as long as you don't say "but", you can say anything!
▲In the language of customer service, there is a "because": to let the customer accept your proposal, you should tell him the reason, can not meet the customer's requirements, to tell him the reason.
(E) Want Want
1. Want Want communication tone and Want Want expression live
In Want Want and customer dialog, you should try to use a lively tone, do not let the customer feel that you then slow him down. Although many customers will think "Oh, she is very busy, so ignore me", but the customer psychology or feel neglected. At this time, if you are really busy, you may want to politely tell the customer "Sorry, I am busy, I may reply a little slower, please understand", so that customers can understand you and sympathize with you. Try to use a complete and polite statement to express, for example, to tell customers do not bargain, you should try to avoid directly say: "no bargain", but polite and polite to express the meaning of this "I'm sorry, our store goods do not bargain" can be if you can, you can also The first thing you need to do is to make sure that you have a good understanding of what you're doing and why.
If we encounter no appropriate language to reply to customer messages, or instead of using "huh" "haha" and other tone of voice, you may want to use the Want Want expression. A vivid expression can let customers directly experience your mood.
2. Want to use skills
We can set up a quick reply to save the common sentences in advance, so that in the busy time can quickly reply to customers. For example, welcome words, explanation of non-bargaining, "please wait", etc., can save us a lot of time. In the daily reply, found which questions are customers ask more, you can also save the answer content, to achieve twice the result with half the effort.
Through Want Want's status settings, you can advertise your store, such as writing some preferential measures, holiday reminders, and recommending products in the status settings.
If you are temporarily out of your seat, you can set up an "auto-reply", so that customers do not feel as if they are not taken care of. You can also add some of your own words to the auto-reply, which can have a good effect.
(F) targeted aspects
Any kind of communication skills, are not generalized to all customers, for different customers should use different communication skills.
1. Customers understand the degree of different products, communication methods are different:
(1) the lack of awareness of the goods, do not understand: this type of customers lack of knowledge of the goods, the customer service dependence is strong. For such customers need to be treated like a friend to carefully answer, more from his (her) point of view to give him (her)
Recommended, and tell him (her) you recommend the reasons for these products. For such customers, your explanation of the more detailed he (she) will be more trust you.
(2) some understanding of the goods, but half-knowledge: this type of customer to understand some of the goods, more subjective, easy to impulse, not easy to trust. In the face of such customers, it is necessary to control emotions, reasonable and patient answer, to show her your wealth of expertise, so that she recognizes their own shortcomings, thus increasing your trust.
(3) very good understanding of the goods: this type of customer knowledge, self-confidence, questions are often asked to the point. In the face of such customers, to show your appreciation for her expertise, expressed "it is not easy to meet peers," with a cheap tone and her to discuss professional knowledge, give him (her) from the insiders of the recommendation, tell her "this is the best, you know at a glance! ", let her feel that she is really treated as a friend of the insiders, and you respect his (her) knowledge, you give him (her) recommendation is certainly the most heartfelt, the best.
2. Different price requirements of customers, communication methods are different:
(1) Some customers are generous, not two, see you say no bargaining with you: treat such customers to express your gratitude, and take the initiative to tell her about our incentives, what kind of gifts we will give, so that customers feel that the value for money.
(2) Some customers will be tentative to ask if you can payback: treat such customers both to firmly tell her not to payback, but also to attitude and slow to tell her that our prices are value for money. And thank him for his understanding and cooperation.
(3) Some customers just want to bargain, not bargaining is not happy: for such customers, in addition to firmly reaffirm our principles, to reasonably reject her request, do not be swayed by her various threats and prayers. When appropriate, suggest that she take a look at other cheaper goods.
3. Different requirements for goods customers, communication methods are different:
(1) Some customers have bought similar goods, so the quality of goods purchased have a clear understanding: for such customers is very good to deal with.
(2) Some customers will be skeptical, will ask: the picture and the goods are the same? For such customers to patiently explain to them, in the affirmation that we are shooting in kind at the same time, to remind her that there will inevitably be a color difference, when she has a certain degree of readiness of mind, do not imagine that the goods are too perfect.
(3) There are customers are very picky, in communication can be felt, she will repeatedly ask: Is there a flaw? There is no color difference? Problems how to do? How to find you and so on. At this time to realize that this is a very perfectionist customers, in addition to the introduction of goods to be realistic, but also realistic to some of the problems that may exist are introduced to her, tell her that there is no such thing as perfect. If the customer still insist on perfect goods, you should politely suggest that she choose the physical store to buy the goods needed.
(VII) other aspects
1. adhere to the integrity
Although the Internet shopping is convenient and fast, but the only defect is that you can not see and touch. Customers will inevitably have doubts and wariness in the face of online goods, so we must use a sincere heart to customers, like a friend to treat customers. This includes honestly answering customer questions, honestly telling customers the advantages and disadvantages of the goods, honestly recommending to the customer suitable for her goods.
The firm integrity is also shown in the once agreed to the customer's request, it should be practically fulfill their commitments, even if they suffer a little loss, but also can not go back on their word.
2. Leave room for manoeuvre
In communication with customers, do not use "sure, guaranteed, absolute" and so on, this is not the same as the product you sold is inferior, does not mean that you are irresponsible to the buyer, but not to let the customer have a sense of disappointment. Because each of us in the purchase of goods will have a kind of expectation, if you can not guarantee the customer's expectations, and finally will become the customer's disappointment. For example, selling cosmetics, everyone's skin texture is different, you dare to 100% guarantee that you sold the product in a few days or a month will be able to achieve the effect of the customer's imagination? There are goods sold out in the journey, we can guarantee that the courier company does not miss the deadline? Will not be lost? Will not be damaged? In order not to let the customer disappointed, it is best not to easily say guarantee. If you use, it is best to try to use, strive, try and so on words, the effect will be better. More to the customer a little sincerity, but also to give themselves a little leeway.
3. everywhere for the sake of the customer, with sincerity to impress customers
Let the customer satisfaction, the important point is reflected in the real for the sake of the customer. Standing in the position of the other side everywhere, think of the customer, turn yourself into a buyer's assistant.
4. More humble advice, listen to the voice of the customer
When customers come to the door we can not immediately determine the customer's intention and the items they need, so you need to ask the customer's intentions, the need for specific what goods, is to give away or for personal use, what kind of people are given, and so on. Understand the customer's situation, accurate positioning, in order to achieve only the introduction of the right not to introduce expensive, customer-oriented, to meet customer needs.
When customers show hesitation or do not understand the time, we should also ask what the customer confusion, which problem is not clear, if the customer expression is not clear, we can tell the customer their own understanding, ask whether it is right to understand, and then give the answer to the customer's doubts.
5. Be a professional seller, give customers accurate referrals
Not all customers are aware of your products and familiar with them. When some customers do not know your product, in the consultation process, we need to answer for the customer, to help customers find verification of their products. Can not customers ask three do not know, this will make customers feel no sense of trust, who will not buy things in such a store.
6. Frankly introduce the advantages and disadvantages of goods
When we introduce the goods, we must address the shortcomings of the product itself. Although the shortcomings of the product should have been avoided as much as possible
, but if this causes the customer to complain afterward, but will lose credit, get a bad review is inevitable. In Taobao, I have seen other sellers get bad reviews because of the quality of the goods, and some of them are caused by the special offer. Therefore, when selling such goods, first of all, we should be frank and let customers know the shortcomings of the goods, and try to let customers know the other advantages of the goods, first say the shortcomings and then say the advantages, so it will be more easily accepted by customers. In the introduction of goods do not exaggerate to introduce their own goods, the introduction does not match the facts, and finally lose credit and lose customers. In fact, the introduction of their own products, like a matchmaker to marry off the product. If you introduce: "This girl has a good temper, but her face is a little worse" and "This girl although her face is a little worse, but her temper is good, kind and gentle" although the meaning of the expression is the same, but it sounds like the feeling is not quite the same Oh! Therefore, the introduction of their own products, you can emphasize: "Something is inferior, but something functional, or that this product has no other product features," and so on, so that the effect of the introduction is completely different. This method is recommended to be used in the special goods on the better.
7. more review of the problem less blame each other
encountered problems, first think about what they have to do in place, sincere to the customer to review their own shortcomings, do not come up to the first accusation of the customer. For example, some of the contents of the customer is clearly written but he (she) can not see, this time do not blame the customer did not look at the product description, but should reflect on their own not to remind the customer in a timely manner.
8. Think differently, understand the customer's wishes
When we do not understand the customer's ideas, it may be worthwhile to ask the customer how to think, and then put themselves in the customer's point of view to experience his (her) state of mind.
9. Respect each other's position when expressing different opinions
When the customer expresses a different opinion, we should strive to understand and sympathize with the customer, showing "I understand your mood, at present?" or "I am the same way. or "I think so too, but?" to express, so that customers can feel that you are experiencing his ideas, able to stand in her point of view to think about the problem, the same, she will also try to stand in your point of view to consider.
10. Keep the same conversation
For different customers, we should try to talk to them in the same way. If the other party is a young mother to choose goods for the child, we should behave in the position of the mother, consider the needs of the child, and use a more mature tone of voice, so that more customers can get the trust. If you yourself behave more like a child, the customer will be skeptical of your recommendation.
If you often use network language, but when communicating with customers, sometimes she does not understand the network language you use, and will feel that there is a barrier to communication with you, and some people do not like too much youthful language. So we recommend that you try not to use too much network language when communicating with customers.
11. Often thank the customer
When the customer completed the payment in a timely manner, or very fast to reach a deal, we should express our heartfelt thanks to the customer, thank her so with our work, thank her for us to save time, thanks to her to give us a pleasant transaction process.
12. Stick to your principles
In the sales process, we will often encounter bargaining customers, this time we should adhere to their principles.
If as a businessman in the customized price has decided not to bargain, then we should ask for bargaining customers to clearly express this principle.
For example, postage, if the customer does not meet the conditions of the package, and to a customer package mail, money is a small matter, but the consequences are serious:
(1) other customers will feel unfair, so that the store lost discipline.
(2) to the customer left the impression that the management is not formal, so as to look down on your store.
(3) to leave customers with the price of the product is not proportional to the feeling, otherwise why do you still have the profit margin of the package?
(4) Customers next time to shop will also require the same special treatment, or more bargaining, so you need to invest more time costs to deal with. In today's fast-paced society, time is money, cherish the customer's time also cherish their own time, is the responsible attitude.