Almost all of China's 5,000-year-old culture revolves around words. It seems simple, but it contains the skills of being a man and doing things, the method of settling down, the "official road" of promoting to a higher position and making a fortune, and the skills of managing people and controlling the field. Below I bring you the classic skills of Taobao customer service, I hope you like it!

Taobao customer service classic verbal skills 1 After doing customer service, I realized that it is not as simple as I thought, it needs a lot of skills. Let me talk about my own experience for a while. Don't take it personally!

First of all, you should have a modest attitude, keep a good attitude, treat every customer as your friend, and answer customers' questions patiently with a smile without impatience. Secondly, you should have professional knowledge and know the company's products like the back of your hand. Only in this way can we give our customers a satisfactory answer. If you are vague and uncertain, how can you expect customers to trust your products? When the customer bargains with you, you should make the right decision, make as much profit as possible under the premise of ensuring the completion of the transaction, and bear certain responsibilities and risks for what you say, and finally achieve a win-win effect.

Of course, after the transaction is successful, the goods will be delivered to the customer. This is a very important link. We must guarantee the quality and deliver the goods on time. We must do our best in product quality and packaging quality. We must try our best to satisfy our customers and deliver the goods on time. If you can't deliver the goods in time, be sure to call or explain to the customer by other means, explain the reasons for not delivering the goods in time, and gain the understanding of the customer. It is also important to retain old customers.

Opening a shop online will inevitably have some after-sales problems. Don't be bored. Ask the customer patiently to see where the problem lies, whether it is the seller's reason or the buyer's reason, and solve the problem with the right medicine.

These are just some small feelings of my customer service. You can communicate with me if you have any good opinions!

Classic words 1. When customers bargain? Availability:

Hello, dear. Welcome to ... What can I do for you?

If you don't reply in time: Sorry, I just walked away. Please don't mind if I don't reply in time. what can I do for you?

Classic vocabulary 2. When customers bargain? Availability:

It's best to be silent first, and don't reply immediately. If you reply to the rejection immediately, the buyer will feel unreasonable. If you reply immediately, the buyer will think that you agreed so easily, and you can definitely come down.

You should be silent first, so that the buyer thinks you are thinking. Pause and answer: I'm sorry, our pricing is carefully considered, and our profit is limited. We don't accept bargaining. Please understand ...

Classic discourse three. Availability of customers when comparing special offers:

We can't guarantee that all our products are the lowest in Taobao, but we can guarantee the quality and service of our products. ...

Classic discourse four. Availability when customers make unreasonable demands:

Honey, I'm sorry. We are fair and just to every customer. Please understand and support. You can also think about it before buying. it doesn't matter ...

Sorry, dear, the highest discount our boss gave me was 10%. ...

Sorry, dear, the boss stipulates that each customer can only give one gift. ...

When customers say that your freight is higher than other sellers, they are confused? Availability:

"In terms of freight, we promise never to earn a penny from the seller, and we will charge the customer as much as the courier company charges us" or "Maybe we are not a big seller, and the delivery volume is limited, so we can't enjoy the express discount from the big seller, but we will never think about taking advantage of the buyer's penny in express delivery. Please rest assured and understand ... "

Classic vocabulary six. Availability when customers are hesitant:

"In fact, the XX model you chose is good. I think this model is more suitable for you. Don't hesitate. " Or "take your time" I have more customers now. Please don't mind. Let me know when you choose. "

Classic speech seven. Availability when customers pay for baby photos:

Thank you very much for your support. We will arrange delivery for you immediately (as soon as possible).

B. After delivery: Hello, dear! The store name (we) has delivered the goods for you. The waybill number is xxx. The website of logistics tracking inquiry is xxx. Please pay attention. Please check it before signing. Please contact us in time if you have any questions.

C. After the buyer receives the baby: Hello, dear! Did you get the baby? Are you satisfied with the baby? If you are satisfied, please confirm the receipt and praise it. Thank you again for your patronage. Welcome to visit again!

Classic vocabulary eight. Availability when customers indicate that there are after-sales quality problems:

"Dear, please don't worry. If the quality problem is caused by our negligence, we will bear the responsibility ... if it is our fault, it will bring you regret.

These are some common reply skills. It can also be modified according to the actual situation of the store, and other treasures can be recommended for sale in due course.

It's very simple to improve the turnover rate of Taobao stores, maybe it's just because of a warm heart, maybe it's just because of the exquisite decoration of the stores, maybe … but please remember that marketing is always the service first.

Taobao Customer Service Classic Tips 2 1. Classic words to improve the transaction probability of Taobao-when customers bargain.

When customers bargain with us, we need to pay attention to our tone. We should be approachable and polite to make customers feel comfortable.

Answer: it is best not to reply immediately, because if we refuse immediately, the buyer will think that we are unreasonable; But reply immediately, the buyer will think that our baby is of poor quality, which will make us give more silence.

The best answer should be this: after a period of silence, I'm sorry, dear. The price of the store is carefully considered, and the profit is really limited, so please understand us more.

In this case, the buyer will think that we are sincere, because if we feel sincere, the buyer will think that we really can't bargain any more.

2. Classic words to improve the transaction probability of Taobao-when customers compare cheaper goods,

Answer: Dear, our products can't be guaranteed to be the lowest in Taobao, but we can guarantee the quality of our products and our services.

We must emphasize the quality of products and services, because we have no advantage in price, but we have advantages in quality and service. In this case, our buyers will feel that they are still very creditworthy.

3. Classic words to improve the transaction probability of Taobao-when customers make unreasonable demands.

Answer: I'm sorry, dear. We are fair to every customer, so please understand and support us.

Ordinary customers will think that we are really the same for every customer and will not make particularly unreasonable demands.

We can continue to say: honey, you can continue to think about it, and it doesn't matter if you buy it again.

Because if we say this, it means that we are not asking buyers to buy it, or because customers stop buying it, our baby can't be sold. Or explain to customers that our discount is generally only 8-9 fold. Don't discount too low, it will make buyers feel that the quality of our goods is problematic. Or tell the customer that the store manager has stipulated several discounts and there is no bigger discount. When giving gifts, don't give too many gifts to customers, don't give them just because customers want them, and have certain principles, otherwise customers will think that our products are of poor quality.

4. Classic words to improve the transaction probability of Taobao-when customers say that your freight is higher than other sellers, they are puzzled.

Honey, we won't overcharge you. If the courier company overcharges us, we'll overcharge you.

Or: Maybe we are not a big seller yet, and the delivery volume is limited, so we can't enjoy the big discount, but please rest assured that we won't overcharge you for your express delivery.

5. Classic words to improve the transaction probability of Taobao-when customers are hesitant.

Hesitant to buy or not to buy, we can answer like this: Honey, this one you chose is really good, it suits you very well, so don't hesitate.

When the buyer hesitates to buy, we should give the buyer a clear answer, instead of letting the buyer choose whether to buy or not.

Or: honey, you can choose slowly, because there are many customers in our store now. I have to receive other customers first, because they are placing orders. Please tell me after you choose.

6. Classic words to improve the transaction probability of Taobao-when the customer takes pictures of the baby to pay.

Answer: Dear, thank you very much for your support. We will arrange delivery for you as soon as possible.

Conclusion (Thank you for coming, dear. If you are satisfied with our products, please give us 5 points. If you have any questions, please contact us in time)

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