Taobao Operation: 8 Customer Service Skills To Facilitate Orders

1. assumption customer Agreed to purchase

When prospective customers repeatedly buy signals, but hesitate to make up their minds, online customer service can adopt the skill of "two choices one". For example, the online customer service can say to the customer, "do you want that pale grey mobile phone or silver white?" or said, "is it delivered to your house on Tuesday or Wednesday?" This "two choice one" questioning skills, as long as the prospective customers choose one, is actually you help him to make up his mind, determined to buy.

　 2. help customer Choose

Many prospective customers, even if they want to buy, do not like to sign the order quickly. He always wants to pick the goods in the East, and does not stop on the product color, specification, style and delivery date. At this time, smart online customer service is about to change strategy, temporarily do not talk about orders, and enthusiastically help each other pick colors, specifications, styles, date of delivery and so on. Once these problems are solved, your order will be implemented.

3. make use of the psychology of "afraid of not buying".

The more people can't get and can't buy, the more people want it and buy it. Online customer service can make use of this "fear of not buying" psychology, to facilitate the order. For example, online customer service can tell customers: "this product is only the last one, and it will no longer be purchased in the short term, and you will not have it if you don't buy it." Or say, "today is the deadline for preferential prices. Please seize the opportunity, and you will not be able to get the discount price tomorrow."

4. buy a little trial first.

When customers want to buy your product and have no confidence in the product, the online customer service can advise the other party to buy a trial first. The number of orders may be relatively limited at the beginning, but if you are satisfied with the trial, you may be able to give you a large order. The skill of "trial and look" can also help prospective customers make up their minds to buy.

5. get away with it

Some prospective customers are naturally indecisive. Although he is interested in your products, he hesitant to make decisions. At this point, online customer service may deliberately pretend to be very busy to receive other customers, making no time to take care of him. Such a busy move can sometimes prompt the other party to make up his mind.

6. answer by rhetorical question

The so-called rhetorical answer is to be accurate. customer When asked about a product, when it happened that it didn't happen, it used rhetorical questions to facilitate orders. For example, a prospective customer asks, "do you have a silver phone?" at this time, online customer service can not be directly answered. Instead, it should be asked, "sorry, we only have white, brown and pink. Which of these colors do you prefer?"

7. cut the Gordian knot quickly.

None of the above skills can impress the other party. The online customer service will have to use killer steel and cut the Gordian knot quickly, directly requiring the prospective customer to sign the order. For example, he said to him directly, "if you don't want to miss something good, just place your order."

8. apprenticeship, humble attitude

In customer service, it is useless to use all kinds of skills. If you can not see this business, you may as well try this method. For example, "although I know that our products are absolutely suitable for you, I am too weak to convince you, and I admit defeat. However, would you please point out my shortcomings and let me have an opportunity for improvement? "Such humble words can not only easily satisfy each other's vanity but also eliminate the antagonism between them. He will encourage you when pointing to you. In order to cheer you up, he will sometimes give you an unexpected order.