A beginner's course in bidding service words

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Words, like knives, are harmless in themselves, depending on the person in use. Good words can make the right person deal faster, so it is necessary to make a bid friend to learn the words. The author according to own experience, finishing the following four aspects for your reference.

Have confidence in your products

Imagine, if you do not have confidence in their products, skeptical attitude, how do you infect customers, how to let customers rest assured to order. If there is a customer to you, you do not hesitate to answer him, will make him feel that the product is not so good, he ordered the time will be hesitant, the product interest will be greatly reduced, perhaps will give up your order here. Because we know, to want to let customers deal, we must order as soon as possible, leave contact with the address, as soon as possible, the longer the more difficult to deal with, our customer service pressure is greater. So do the bidding must have enough confidence in their products, no matter how the product, you have to believe in yourself, to convince themselves, in order to convince others.

II. preparation of common basic words

I do bidding products for half a year, during the operation of several products, including women, male aspects, education products and so on. In the operation of these products, found some common ground, that is, customers will often consult you on these issues, today sorted out to form a basic customer service words, now share to everyone.

(1) What's your product like? What's the effect? Is it really working? This kind of question is the result of consulting your product.

In general, we need direct, clear, positive, in a positive tone to answer him, generally can answer: Hello, our product effect is very good, this product has been sold in the market for several years, the customer's Word-of-mouth is said to be good, you used to know, is a very good product.

(2) How to order?

A: You can send your name, phone number, address to me, I now give you an order, and then inform our company Logistics Department for your shipments, the national free door-to-door, cod.

(3) What if the product has no effect?

This kind of problem, generally do not answer the customer head-on, can guide customers to other issues, than the direction he introduced the principle of products, product effectiveness and so on. And then find ways to convince him that the product is very good and impossible without effect. If he still has to ask, this is generally the answer. Hello, our products according to the user's actual feedback information, the effect is very good, I believe the effect on you is also very obvious.

(4) The effect is not good, how to refund? Some customers may ask, if I use the effect, can not refund and so on.

For this type of problem, with the above product effect is similar to the problem, it is best not to directly answer, first guide him, with his introduction of products, as well as the current market of similar products, the advantages of the product display. Or you can tell him the company's return, refund policy: If the product safety problems, we are committed to double compensation. 2, 15 days of use is not satisfactory, unconditional refund, within 2 days to handle refund procedures. This is the manufacturer's commitment to ensure that you can safely use, you receive the product when not to throw away the package, that is the voucher of our refund, there are our after-sales service phone, and so on.

Third, give full play to your affinity

Cultivate the intimacy with customers, so that customers feel very happy to communicate with you, very affinity, so it is easy for them to deal. If you are a customer, you see a product to customer service consulting, ask some questions, the other side like a robot, you ask, he answered a sentence, will not feel with the robot in the chat, the heart must be uncomfortable, so that the enthusiasm of the product is greatly reduced. Therefore, as a customer service staff, we must embrace 100% of the enthusiasm to communicate with customers to solve their doubts. Because these customers are our money to invite, we are to make money from them, so more should be good relationship with them, enthusiastic to serve them, which will greatly improve our turnover rate.

Here originally I can tell an example, before doing products, many customers have ordered products in other sites, and then do not know what the reason, and then go online search, search the author's station, and then came in consultation. Generally a lot of customer service if you know that the other party has ordered the product elsewhere, not to buy product advice, will say, you are not on our side of the order, I can not answer you, you can go to your order of the local consultation and so on such a reply. However, the author is generally very patient with them to communicate, very patient to guide them, so many customers will feel, well, the site's customer service is very good, very patient, so that many people have ordered the product, but the use of the discovery effect is not good, but also firmly believe that the product well, is useful, So many of them will buy one more time on the author's website. Isn't it strange that the same product they used to find no effect, but also to order again. The reason, in fact, is not really the author of the customer service words are very cattle, just treat them as customers, treating them as a new customer.

Guide customers to order, but do not force customers to purchase

What do you mean? If the customer advises you, he already has a great desire to order the product. At this point, all we need to do is to make him more willing. At this time, we should not force him to buy again, but to guide him step-by-step. How to guide? First, we will introduce the product to the customer, introduce the product how good, how can help the customer to solve the problem. Then, with some customer testimonials, it's more persuasive. Or with the customer said some of the company's risk-free commitment to use the product after what the protection. Finally, then guide him to order, let him leave the address and contact, after leaving, find a way to end the dialogue as soon as possible, so that basically even finished.

Summary

These are just some of the author's small experience, may not be comprehensive, I hope to help. Or suggest everyone to try, hands-on to operate, in person to operate, will be summed up slowly. So the novice must not go to fantasy, to fantasize about the pie in the sky. Instead of daydreaming all day, you might as well do something, perhaps, and then you'll be profitable.