Five tips for shops to avoid complaints
I believe that everyone has encountered such a situation when shopping on Taobao. When they come across a product of interest, but still have some questions about some aspect of the product. In this case, they usually consult customer service. In this regard, the role of customer service cannot be underestimated. If the customer service level is high and can directly promote product conversion, what should customer service do to increase the store’s repurchase rate? Next, I can share with you how to increase the repurchase rate of products!
- Let consumers have a pleasant shopping environment.
Whether it is offline shopping or online shopping, it is necessary to keep customers in a happy shopping mood, which can greatly improve the probability of customers placing orders. Therefore, when communicating with customers, customer service first creates an interesting dialogue for them through interesting dialogues. A relaxed and pleasant shopping environment allows consumers to achieve scene marketing when communicating with customer service, and finally win the trust of consumers and facilitate the transaction of orders.
Second, consumers want products with high cost performance
Although consumers want high-quality and low-cost products, products with high cost performance are more popular with consumers. When Taobao customer service recommends products to consumers, it should not tell consumers how cheap this product is, but should tell consumers that the value of this product can be introduced in terms of brand, quality, discount, etc.
- Have confidence in your own products
When customers serve consumers, they must have confidence in their products, so as to better recommend products to consumers, so as to better serve consumers, and let consumers feel the confidence of the store itself in the products.
Fourth, extend the online time and respond to questions in a timely manner.
When communicating with consumers, customer service must think from the perspective of consumers, which can not only shorten the distance with consumers, but also eliminate consumers’ unfamiliarity with stores and increase consumers’ goodwill towards stores. In addition, merchants must ensure the online time of customer service, so that consumers can find customer service at any time when purchasing products and solve problems in time.
- Guide customers to place orders.
When customer service communicates with consumers, they cannot blindly sell their own products, which will not only make customers feel bored, but also cause the loss of customers. When serving customers, they must first build trust with customers and eliminate their unfamiliarity with the store. At the same time, it can also indirectly shorten the relationship between customers and customer service, so as to better guide customers to place orders. When there is an after-sales problem, the after-sales customer service can use the business card effect psychology to be as consistent as possible with the customer’s perspective when solving the problem raised by the customer. First, agree with their question and apologize. Finally, the customer service staff has to give a solution to the customer’s complaint.
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