I would like to share with you some of my skills in running a Taobao store.
The first step: pre-sales (conditions to attract customers to come in and buy things)
1. Source of supply.
As we all know, a good supply of goods is the basis for attracting customers. Sellers must have products with styles and styles that meet and meet customer requirements. In this way, when the seller's pictures are searched by customers and customers see the products they like, they will click on them. Go in and take a look.
2.Quality
When customers like your products, then the next step is quality. Therefore, we must not only provide unique styles of products to customers, but also present high-quality products to customers. When these two conditions are met, customers requirements, then it will be 80% successful.
3. Price
When the customer agrees with the above two points, the final issue is the price. My personal opinion is that as long as the product is worth the money (you get what you pay for), the seller is not asking for high prices. The price varies between the same model and the same industry. It’s not too big and is generally acceptable to customers.
Step 2: During the sale (pay attention to communication skills, treat each other with sincerity, and serve customers enthusiastically) Since I started working on Taobao, although I don’t have much experience, I have summarized one point, which is to treat each other with sincerity and serve every customer enthusiastically. customer service. At this point, some Taobao friends may complain. When they encounter some customers who have an old attitude like "God" and treat themselves like gods, no matter how good the enthusiasm is, they will be wiped out, and how can they have the enthusiasm to serve them. Yes, in the Taobao circle, there are all kinds of people from all walks of life, but if you encounter customers who are unqualified and impolite, I still advocate patient explanation and communication with customers, and finally make customers agree. Dear Taobao friends, such customers are in the minority after all. Most of the customers in our Taobao family are very qualified and well-educated!
In short, etiquette and politeness are necessary for us, so as to narrow the distance with customers and eliminate the sense of strangeness, so that guests can feel that we are communicating with them "from the heart". In this way, while customers believe in us, they also believe in our products and ultimately purchase our products.
Step 3: After-sales (tracking service and solving all after-sales problems)
In fact, in my personal opinion, after-sales service is the most important aspect and the most important step for sellers to win repeat customers. Every time after delivery, I will leave a message to my customer, telling him the courier company and courier tracking number I sent (although the customer can check it himself, but I still insist on doing this, this will make the customer feel your considerate service) . When each express delivery is expected to arrive and the customer has not confirmed receipt of the goods, I will take the initiative to call the express company to understand the situation and find out the reason. Then leave a message with this information and tell my customer (special reminder: we cannot wait until the customer comes to ask questions. We don’t understand the situation at all and cannot give the customer a satisfactory answer. In this way, the customer will also feel that we are ignoring them after delivering the goods. , without any sense of responsibility, the probability of patronage in the future is not very high). Smart sellers should take care of these details!
Another big benefit is that if the service is done well, many customer complaints and returns can be avoided!
For many of my customers, after receiving the goods, I will chat with them on Want Want to find out whether they are satisfied with the quality of my goods and my services. Please give more valuable opinions, and then chat with them to exchange feelings and understand them. What you like, understand what the people around you like, and become close friends with them, so that customers will naturally come back next time and become my repeat customers.
In short, I personally think that retaining one old customer is more important than developing ten new customers. I believe all sellers will settle this account. If you retain a customer, you will retain wealth. This customer may continue to introduce his friends to patronize, and with that comes a steady stream of wealth!
The above few humble opinions are for reference only by Taobao friends! At the same time, I hope you will support my small website www.c7b.cn