There should be quite a few stores like Xiaomi that are not very eloquent in reality, right? Opening an online store without having to communicate with customers face-to-face is really something worth laughing at for people who are not good at eloquence or have a thin skin.
But if you deliberately avoid communicating closely with customers because of this, it would be a big mistake! It is more difficult to complete transactions in online stores than in physical stores, so we must be better at communicating than in reality, better at sensing words and responses, better at understanding the psychology of customers, and better at leveraging the power of words.
To put it bluntly, you have to be a good "actor". To do this, you must have experience in online shopping. Xiaomi has been shopping online many times, and most of the sellers are very good. I have also encountered merchants with bad attitudes and selling fake goods. There is no need to be pessimistic and complain. They have taught us a lot, such as knowing what kind of terms will cause Customers are disgusted and know that the consequence of selling fake products is a one-time deal. These are all valuable experiences.
At the same time, even if you are usually very introverted, reticent, and have a monotonous expression, you must mobilize all your nerves in the process of communicating with customers, get yourself excited, and engage in the role of "speech" so that the other party can attract you. Be a person who is approachable, persuasive, trustworthy and capable of execution.
1. Affinity
We all know, what kind of people do we like to talk to more? Of course he is someone who loves to talk and laugh. The so-called love of talking does not mean talking nonsense, talking from east to west, and talking endlessly. If the other party says something nice, you just reply a few words. If you say something unpleasant or ask difficult questions, you just pretend. Didn't see it. Rather, say what needs to be said while showing your enthusiasm and excitement so that the other person feels that you are talking to him with a smile. To give a few examples:
1. When the other party takes the initiative to say hello, whether he is buying something or not, he should treat him as your noble person, a destined person, and someone who will be helpful to you, so he should greet him politely, such as "Hello, dear." ! I am Xiaomi, how can I help you?" and then add a friendly emoticon, such as "waiter", "smile", "handshake", etc.
2. If the other party expresses that they have read your post or store, before talking about any substantive content, you should first say something like "Thank you for supporting Xiaomi!" and add a cute expression. Then collect the other party's store as quickly as possible and take a screenshot to show the other party.
3. When you are typing to the other party, you must open your mouth and smile truly, and read the words you type aloud, as if the other party is right in front of you. What you are looking at is not the computer screen or the keyboard. It is a living person who is running in front of you with a smile, so that your feelings can be truly expressed, and the other person can feel it and feel your smile vividly. If you think this is too difficult, if you don’t know the other person’s gender or age, you can imagine the other person as what you like most, a beautiful woman or a handsome guy. It may help, but it is not worthy of widespread promotion.
4. During the entire communication process, keep smiling and read the text you are typing. If you feel something is inappropriate and will make the other party unhappy, you should change it immediately. Even if you encounter difficult questions, don't lose your smile. With a grateful heart, put yourself in the other person's perspective and think about how you should answer.
5. Don’t be so serious from beginning to end. Learn to use small jokes appropriately to liven up the conversation. You can also talk about topics other than products at the appropriate time, and use a sincere attitude to understand the other person’s habits, hobbies, and family. For members and other situations, don’t be shy with words of blessing.
2. Persuasiveness
This is mainly because when customers ask questions about your products and services, your answer must be just right in terms of tone, wording, arguments, etc.
1. Regarding bargaining: When a customer tells you directly or tactfully that the price is too high, you should tell him directly, "Dear, our prices are indeed very real. It is also a special sale period, and there is no profit added. Just to gain credibility faster, and with free shipping, they also give away greeting cards, certificates, packaging boxes, lanyards, etc. Strictly speaking, Xiaomi has already lost money.”
There is a prerequisite for this, that is, don't lie, and you must tell the truth, otherwise you will not have the confidence, and the other party will be able to sense it from your words.
If you want to ensure a certain profit, you need to know something about the same or similar products of your competitors, so that you can confidently say, "Dear, our prices are indeed very low among our peers. You have chosen the one with the highest cost performance." The most important thing is the product, not just the price, right? That will reduce the quality of the product, and the after-sales service will also be affected, right?”
You can also do it step by step, for example, first tell the other party that you can provide free shipping or share the postage. If that doesn't work, then give him a small gift. If that doesn't work, give him another small gift. If that doesn't work, give him a small discount. If it exceeds your bottom line, then say politely, "Dear, I'm really sorry. I have shown my utmost sincerity. If I still can't meet your requirements, Xiaomi will recommend several other products for you." Is that okay?" This can lead customers to lower their expectations and strive to achieve a slightly lower price deal.
If the price of the product you recommend is no longer lower, and the customer still cannot accept it, he can only say tactfully, "Dear, Xiaomi is really sorry for you. I couldn't let you choose the right product today. I hope you will pay attention to Xiaomi often." stores and products. Xiaomi will notify you when new products are released. I hope we can cooperate next time~~"
2. Regarding the product description: Xiaomi will not say much about the text. The key is the picture. This is what all buyers are very concerned about, that is, whether the picture has been processed and whether it is authentic and credible. Regarding this point, Xiaomi's products are quite special and must be explained in great detail. You can refer to my explanation: "Dear, please rest assured that our pictures are all taken under natural light. There is no artificial processing except cutting. The color is exactly the same as when it was taken, but it may be affected by the performance of the camera. , There is a slight color cast due to the influence of the monitor. If you think the actual product is not as beautiful as the display on the computer, you can return it. ”
Once, a customer asked specifically that the treasures he saw in the physical store were all beautiful and the prices were very high. Xiaomi had to explain to him: "Dear, it's like this. Jewelry stores pay attention to lighting effects. The cost is also very high. The baby created with lights is more beautiful. The effect will be much inferior when taken outside under natural light. Our pictures are not rendered with lights, so the effect you see is almost the same as in reality. , most customers report that the real thing is more beautiful than the picture, because our pictures enlarge the baby and make the flaws more obvious, while it is difficult to see such obvious flaws in the real thing. It is normal for the price to be high in physical stores, except for the lighting. There are also a series of expenses such as staff wages, store rent, decoration, management fees, etc. It is understandable that operating costs are high, so the most important thing for you is to choose the products you like and the merchants you trust, so that you can buy with confidence. , Jade itself is about fate and does not need to be interfered by too many other factors. "
3. Regarding product quality: If customers ask questions in this regard, any answer you give must be very affirmative and resolute, and try not to use words similar to "maybe", "maybe", "probably", "approximately", "it doesn't matter" ", "not necessarily", "left or right", otherwise customers will think that you are not professional at all, do not have a thorough understanding of the product, are just perfunctory, and are not sure about the quality of the product.
If some of the questions themselves are broad, general, implicit or unclear, you should take the initiative to refine such questions into specific small questions that can be answered accurately, and tell the other party one by one, logically and clearly, what he would think. Woolen cloth? He will definitely feel that you are indeed more professional than him.
If some questions are really difficult to answer clearly, such as "Dear, why can't I see the difference between a baby worth more than 200 and a baby worth more than 2,000?", and you don't have much time to tell him a lot of professional questions, just I can only give a general explanation first, such as "Because their texture, permeability, color, size, and carving are different. How to judge specifically, please read Xiaomi's post, okay?" and then Send a post prepared in advance that comprehensively explains this problem to the other party, and let him take some time to look at it.
Of course, this method of sending a message to the other party can only be used when the other party raises a question that is difficult to explain in a few simple sentences. Don't use it easily, remember! This will make the other person feel that you are difficult to approach, have a poor service attitude, deliberately avoid questions, or think that you are cold to him. So after using this method, don't let it go. Be sure to ask the other party, "Hello, dear, did you understand the question just now? Do you need further explanation from Xiaomi?"
If the other party does not ask for further explanation at this time, you can facilitate the transaction. "Dear, thank you very much for listening patiently to Xiaomi's explanation. If there are no other questions, you can rest assured to take pictures of the baby so that I can pack and ship it to you as soon as possible. ~~"
4. Regarding transaction security and after-sales service: Some customers do not know much about Alipay and are worried about being deceived after payment. You must tell him firmly, "Dear, please rest assured. Alipay transactions are third-party payments. Your money is not in my account, but in Alipay. Only after you receive the baby, there is no problem after checking." Please log in to Alipay to confirm payment and evaluation before your money can be credited to our account. If there is a problem with the product, you can return it upon receipt and then log in to Taobao to apply for a refund. This is very convenient and safe. , because this is done by a program set up by Taobao, not a human operation, so there is no need to worry at all! ”
If the other party is worried that there will be quality problems with the product after confirming payment and the seller will not fulfill its after-sales commitments, you can say, "The returns and exchanges we promised must be fulfilled, otherwise you only need to call Taobao to complain about Xiaomi, and Xiaomi's store will be closed immediately." If the problem is lost, the account will be frozen. It will not be possible to reopen the business until the problem is solved to your satisfaction. During this period, our losses are far greater than your business. We will not sacrifice the good and lose the big. , do you think so?”
In addition, you can also recommend customers to use "cash on delivery" for transactions. This is a new service recently launched by Taobao. Xiaomi has not used it yet, but I believe it will be very useful for some really timid customers.
3. Trust
Trust is the customer's comprehensive evaluation of you, which is gradually generated and consolidated in the above-mentioned communication process and more services.
If you do a good job of being approachable and persuasive, but also being very efficient and resolute in execution, then trust will naturally be built.
As long as you maintain confidence and patience from beginning to end, and have sufficient psychological preparation and product knowledge as a basis, Xiaomi believes that no matter how tricky your customers are, they will be impressed by you, be in awe of you, and be devoted to you.
However, it is inevitable to encounter people who deliberately cause trouble. Xiaomi once met a person who came to ask questions every day for more than an hour each time. After a week, he asked all the questions that could be asked. I couldn't raise any more questions. Finally, I took Xiaomi's treasure and asked me to explain one by one, what's good about it, what's bad about it, and how much better the price can be. Xiaomi chatted with him patiently for two weeks, and finally disappeared without a trace. Xiaomi believes that meeting such a friend will definitely make many sellers feel depressed, but I think he is worthy of my gratitude, because his tricky questions have given me the ability to deal with the next customer who asks the same question, and generally speaking, The chat process during those two weeks was also very relaxed and enjoyable.
As the saying goes, "hard work pays off", as long as you put in the effort, there will always be gains and there will always be joy. Sure enough, many of the subsequent customers have raised the issues he mentioned, and Xiaomi has been able to handle them with ease.
This is what I think about this friend. He must understand me as a person and trust me. No matter why he didn’t buy my things, there may be many reasons that I don’t know. This is also my failure, because I have a relationship with him. His communication is not deep and detailed enough. But I am grateful to him! Maybe he still regrets "teasing" me and doesn't dare to face me. If so, I want him to know that Xiaomi is not such a stingy person. I look forward to seeing my good friend again at any time!
4. Execution ability
This is a key link in fulfilling our commitments and must be strictly implemented without any luck.
1. Distribution: Read the customer's order carefully several times, then carefully read the chat history, record the products and gifts that need to be sent to the customer one by one, distribute the goods in a written order, and prepare one item Check one thing off to make sure you don’t miss anything.
2. Packaging: Regardless of whether the item is fragile or not, it must be packaged carefully and firmly, especially the parts that are easily damaged, and should be specially protected with paper balls, bubble wrap, plastic bags and other elastic soft materials. Although Xiaomi's jadeite is fragile, it will not break even if it falls from a height of several thousand meters or is run over by a car after being tightly packed in five layers by Xiaomi. Amitabha, very good! Xiaomi is not assuming a crash. Please don’t misunderstand me~~
Generally speaking, product packaging must be "three layers inside and three layers outside." Even if the product is not easily damaged, you still need to show your care through packaging. This is a responsibility!
3. Delivery: First understand the habits of the local express company. For example, here at Xiaomi, orders placed before four o'clock in the afternoon can generally be sent out on the same day. For orders after four o'clock, call the courier company and they will There was no time to pick it up, so it had to be shipped the next day. Therefore, we follow this habit. The baby photographed before four o'clock must be sent out on the same day no matter what, and the next day after four o'clock must be sent out no matter what. Unless there is a special holiday when all express companies are on holiday, otherwise we will definitely send it out. Don't put it off.
This is not just talk, it must be strictly implemented. Even if you deceive the customer, you can check the truth of the waybill online and cannot be deceived!
Sometimes the courier company will inevitably delay the delivery and be a day or two slower than the normal speed. At this time, even if it is the courier company's fault, we as sellers must sincerely apologize to the buyer and explain the reasons objectively. Buyers can go online and check the seller's delivery time so that they won't wrong us.
4. After-sales: On the day the product is shipped, we will send the waybill number to the consignee’s mobile phone to remind the other party to pay attention to the receipt. This can avoid mistaken orders leading to returns, otherwise it will be very troublesome and likely to lose money. Take time every day to pay attention to the waybill. If you sign for it, send a congratulatory message to the other party as soon as possible, and tell the other party some knowledge and methods that have not been mentioned before, such as the skills of threading jadeite with ropes, etc.
If the customer is satisfied with the product and gives a good review, be sure to make good use of the good review, make good use of the explanation function, and say some thoughtful words to the customer. This is also a great opportunity to show your after-sales service to other potential customers browsing the store.
If the customer is not satisfied with the product, a reasonable explanation must be given as soon as possible. If the customer is still dissatisfied after the explanation, the product must be returned or exchanged unconditionally. You must not make excuses to shirk responsibility, otherwise you will not only lose a customer. If you trust something, you may lose a series of customers or even close the store.
It is necessary to collect as much personal information as possible from customers, to know their hobbies, birthdays, appearance and other basic information, and to express greetings, send blessings, and even small gifts at the appropriate time. These are all good ways to bring repeat customers and word of mouth. .
5. Flexible shopping guide
This point has actually been mentioned in the bargaining section above. When the customer is dissatisfied with some of the conditions, the customer can change the customer's goal by making changes or changing the customer's range of choices or transaction standards in mind. , try to close a deal as much as possible.
At the same time, you can also set up different levels of free-for-all activities, such as Xiaomi’s Cui Stone Forest Jadeite ( http://cui40.taobao.com ) with free shipping for purchases over 68 yuan, free DIY greeting cards for purchases over 98 yuan, and free shipping for purchases over 168 yuan. Giving small jade pendants stimulates customers to increase their established budget to a certain gift point, from low to high, thereby achieving the purpose of increasing transaction volume.
At the same time, Xiaomi would also like to emphasize not to lose the big for the small, which also has a lot to do with the shopping guide method. It would be very dangerous if the customer knows a lot about the product and plans to buy it, but is not satisfied with the supporting products or gifts. For example, product packaging bags, boxes, bottles, etc. are also very important. They should be as clean and beautiful as possible. Especially for food and accessories, they must be particular and cannot be found casually.
Xiaomi has encountered such a seller. Although I felt uncomfortable, I still gave him a good review. However, I reminded him privately that this was also out of mutual respect and understanding for our first cooperation. If the other party is willing to change, I would still like it. Willing to buy again. Similarly, we are also sellers. We must understand the psychology of buyers, and we must clearly inform the other party during the consultation process and before taking the photo, otherwise we will end up losing a lot.
Of course, the same supporting products or gifts can also bring us more credibility through appropriate shopping guides. If we can make customers willing to take photos of these accessories while taking pictures of the treasures, we will bring them through a transaction. Comes with more than two credibility levels. But this is not always effective. Sometimes the score will not be counted, so just be mentally prepared.
Regarding this method, it also depends on the customer's situation. If he takes a picture of the baby in a hurry, you don't need to persuade him to take another picture. No one is willing to "extrapolate" something that has already been formed into a habit, otherwise it will affect mood, it is easy to cause the other party to be dissatisfied.
Finally, if you really cannot meet the customer's requirements and are about to lose the order, you should not affect your emotions, let alone make the customer unhappy. You should politely say, "Dear, I'm really sorry. Xiaomi cannot meet your request this time, and will try its best next time. Please pay attention to the new products on the Xiaomi store. Maybe there is something you like. You can also go to other stores to select more suitable products and send them to Xiaomi at that time. I’ll help you analyze it~~ I wish you a happy day!”
In fact, there are many customers who inquired but did not conclude a transaction, but because of your patience and friendliness, you won their trust. At least they are particularly impressed with you among many sellers. You are the first person they think of when they need something.
Today's conclusion
1. If you cannot play the role of receptionist (customer service) well, all the previous preparation work will be in vain.
2. Receiving customers is not so much a test of eloquence and literary talent as it is a test of patience, care and professional knowledge.
3. Customer service is a systematic project. You cannot only know one thing but not the other. You cannot ignore the head and the foot. You must comprehensively consider the front, middle, back, inside and outside of the transaction process, and implement it to the end.
4. The quality of receiving customers is not measured solely by whether the transaction is completed. Winning the trust of customers is the first priority. Let customers always remember that you are the high-quality customer service.
The source of the article (Cui Shi Lin Jade http://shop.cui40.com ), please indicate the source in the form of a link when reprinting.