The six taboos of Taobao communication, a solemn reminder of winning education

Regarding the method of communicating with customers, Winning Education wrote a special article before talking about it. Today we will talk about the minefields that we must remember not to touch.

【Communication No. 1 Taboo】The foundation is untrue

Symptoms: When the customer comes, he is very excited, speaks a few words, does not understand the performance and functions of the baby’s products, and does not investigate related data such as peer prices. Hug Buddha’s feet temporarily, check and answer now.

Prescription: If workers want to do good, they must first use their tools. The tool is not only knowledge about the product: origin, performance, features, price/performance ratio, but also comparisons with similar products and competitors.

[Second taboo in communication] Excessive enthusiasm

Symptoms: Customers come to the door with enthusiasm, ten questions and answers, eager to introduce all the babies in the store, typing on the keyboard quickly, looking back, but don’t know where the customers are.

Prescription: The novice service is in place, everyone generally thinks so, but the service is very taboo. Excessive enthusiasm will bring pressure to customers to buy, and unconsidered opportunities may even make customers doubt your enthusiasm and motivation. The real enthusiasm is not to talk too much, but to respect each other and consider customers from the perspective of the other party!

[The third taboo in communication] Promises go too far

Symptom: In order to do business, I agree to everything the client asks. When I really fulfilled my promise, I found that my ability could not be reached, or even if I fulfilled my promise, I would be hurt.

Prescription: light promises must be trustworthy, use your head to control your mouth, and do what you can.

[Fourth taboo in communication] Losing money and making money

Symptoms: being bullied by buyers, using praise as bait, and buying at low prices. In order to praise, there is no principle to make price concessions. I got the stars, but my pockets were empty. Opening a store on Taobao became playing World of Warcraft.

Prescription: Mere profit is the ultimate goal of opening a store. We should respect our labour, time and investment. If we always lose money to buy credit, we might as well set up a stall. Although there are no stars and diamonds, we can buy vegetables and steamed buns after all.

[fifth taboo in communication] verbal and verbal swords

Symptoms: Talking to customers, not giving an inch, turning the transaction into a debate, leaving the customer speechless, winning the tongue, but ultimately losing the business.

Prescription: Our purpose is to sell the baby, not to agree with all the views of the customer as soon as possible, learn to say: yes, yes, yes, what you say is true, you should also learn to say: what you mean is your own View. Let yourself say what you want, and express it from the customer’s mouth. The customer has the feeling of victory, and the money in his pocket will flow into our Alipay.

[Sixth taboo in communication] Let it go

Symptoms: Take delivery as the end point of the transaction, do not follow up, do not ask customers how they feel after receiving it, and wait for confirmation and praise.

Prescription: If you want the customer’s confirmation to be happier and the compliment to be more exciting, then make the delivery as the beginning of the transaction, any customer is willing to cooperate with a responsible seller for a long time, and is willing to introduce his friend to one to make him face people!

Speaking of this, I don’t know if you have any insights. As a qualified shop that can make money, Winning Education suggests that we should deal closely with every customer.