Think and practice as a customer service with a yearly salary of 200,000

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I know you will click in, but I know a lot of people are surprised, suspicious, curious and even jealous, but just do not believe, I can only say that if you believe that he may be able to help you, do not believe that the entertainment, all industries are entertainment industry ...

Body Start

Customer service, the boss is easy to despise, peers feel the foundation, but I would like to say that everyone and the value of the post is not isolated, but and value equivalence, if the value of equivalence, 200,000 annual salary, or even more, is not very difficult things, the entry requirements of a guest service is very low, but to do a good customer service will be difficult At present I do not dare to say that I am a good customer service, but dare to say that is a good customer service. The following content is my customer service when thinking and practice, hope to have resonance, also hope I can approve the jade!

First, I'm positioning myself.

My customer service work is from 800 yuan to eat and live to do, at present for nearly 4 years, I am still a customer service category post, (I have been learning other operational aspects of the knowledge) but my positioning is to do a different customer service, I am how to position themselves? Also made an analysis of the picture Oh.

Contrast One: education

My education is very low, only high school graduate, but now the minimum recruitment requirements are college, but this is not important to me and the customer, there is an old saying, on the internet people do not know you are a dog, but I want to be a valuable dog on the line.

Contrast two: Product knowledge

This is very basic I think as long as the IQ is not less than George W. Bush (I heard that George W. Bush's IQ is 91), generally can master good, I should be able to master and everyone quite.

Contrast three: Response speed

This I can calculate and everyone quite, although sometimes the average response speed will be slow, because a lot of time spent on the intention to communicate, but I directly despise the KPI of this assessment, only not very slow on the line, I think the most concerned about the enterprise or conversion and customer unit price. Why despise, I have my one-sided thoughts, although the response speed will be calculated in the DSR weight, but personally, the response speed, does not represent the ability to transform, does not represent the customer unit price can do high, my goal is to maximize the value of the unit time, their sales have done, at the same time for the enterprise contributed value. Remember the college entrance exam wrote a patriotic composition, a lot of people write how beautiful the motherland, Ah! Motherland, I have to dedicate for you, and so on, and I write is that all self-centered, improve their lives, improve the lives of loved ones, do not do the thing, is a patriotic performance, do not drag the motherland's hind legs, on the rush is to contribute to the motherland. You can not take the minimum, take the relief, still shout all day, you are very patriotic? I found it.

Contrast four: transformation

Why do I have confidence higher than the others, that's why I'm going to do a value breakthrough later, I may and everyone bad earlier, but when my own CRM group (I was using QQ group to manage their own old customers) to form a certain scale, it will become different, to high, high a lot, but I in order not to fight the confidence of other students , only a small gap was expressed. Some small methods about how I manage 5 groups, close to 7,000 old customers will be said alone later.

and the buyer psychological analysis, in order to understand more buyers I read a lot of books, "Fascination" "influence" "persuasive" "the Paradox of Choice", "local China" and even the price of "priceless" "Price game" and so on, read these books although the understanding is limited, but I learned how to use the buyer's return psychology, with small favors to bring two purchase, Bring a big deal, I learned how to anchor, how to recommend products to customers, I understand the first push a look not how expensive clothes, and then recommend a cost-effective, stylish clothes, reached a quick deal. I understand that too many choices are not happy, but will fall into the paradox of choice, the choice of pain, so I recommend to the customer will not exceed 3, and to prevent the loss of customers.

Conversely think of some shops, is not always related to twenty or thirty, some want to put the whole store of products are related, what is the meaning of doing so? What's the effect? I personally think that the relevance of the product is only related to the product, such as the shirt with pants This association is enough, rather than related to similar goods, rather than a part of the people, rather than affect the majority of users experience.

Haha, I have a big mouth!

Comparison five: Payment rate

10% old customer Contribution order vs my 50%-60% old customer contribution order, which pay rate is higher, it must be my, haha, I do not need to urge payment (introverted, do not love to call.) ）

Comparison six: Customer Unit price

This I want to do not have to do more to explain, the old customers customer price must be higher than the new customers. When it comes to the fact that many enterprises and many people think that the old customer is very important, CRM is very important, important to each activity must send a text message to the old customers, the lake person, SMS marketing ... Sister's! Do you know how many old customers you killed in a batch of messages? Have you ever considered a lot of people coming back or killing more people? Activities no other way to let the old customers know? I can do the drill show to the old customers of their own shops, I can use my CRM group to tell the bar and so on, the way many, the money does not spend money, the effect is much better than SMS, why has been endless harassment of your old customers, unless it is to be lost sleeping customers, you can send a text message to try to activate, Please don't use SMS to kill your active client, okay?

In fact, I found that text messages are generally not prepared for activities, the day before cramming, used for emergency.

Here we go, break it up!

Comparison of seven and eight: buyer psychological analysis and selling point mining

Note: This drawing draws on the online spread of the pictures, their own optimization and transformation into the part of their own needs, to make a mind map.

This basically shows the following probably analyzed what content, do not do one after the other, said the words will be very long.

1, before you communicate with a customer, you first have to understand the customer's approximate age, occupation, clothing size to determine his most easy to make decisions of the clothes is what, this needs to be constantly honed in the work. This process is the process of listening.

2, clear novice buyers psychological barriers, the general people in Taobao shopping still have doubts, will think why you are not a liar? Do not be satisfied after buying? This problem as a customer service you can not directly ask the explanation, but must use your master of the solid knowledge and the size, style of judgment to obtain the customer's trust.

3, to explain the value of products, cost-effective, do not have the price is very cheap to lure buyers.

4, do not try to manipulate consumers, but to resonate with customers

Take the buyer's stand to consider the issue

What he wants, you help him.

Do not use a strong desire to let the customer order, let him make his own decision.

Also analyzed the female buyer's psychological process and the male buyer's psychological process, the chart unfolds to the second step, probably can see clearly.

On the selling point mining, in fact, the general operation will do, you do not have to write down and remember each of the selling points, only remember some of the can, and sometimes feel inadequate enough to dig themselves.

To focus on the baby you have to ask yourself a few questions, and use pen or mind map, write down or record, let oneself master.

What are the 10 selling points?

Why Buy our baby? (Five reasons)

How beautiful is it to put on my clothes? (Excitation scene imagination)

Why buy it today? Urgency）

Where are our services better than others? (Let the customer rest assured)

What is the difference? (style, fabric, quality, popularity, etc.)

About the selling point what, not let you crash to call the customer, but in the exchange to throw out, must first throw the general, gradually progressive, where the deal, stop on the line.

Contrast nine: CRM

I have my own CRM. I think most of them are not. In order to establish my CRM, the previous months my performance is inferior to others, and asked the company not to give me too much diversion, let me have time and customer communication.

First of all, I have to have enough time to communicate with the good buyers of each previous conversation, ask the region, talk about local snacks, scenic spots (I have been to many places, hehe) have children to talk about children, have a boyfriend's chat boyfriend, love to read the chat literature, is not asking age, haha! In short, feelings first communicated well, let him next shopping for you, finally let him join you to build the VIP group Oh, is not everyone will join, if the talk of good, my experience is more than 80% probability, there is a problem to be solved, I why to join, joined the group has been a lot of ...

Benefits of Gathen:

1, enjoy preferential activities of the right to know and preemptive right.

2, enjoy the new product special preferential experience right (in the member size when this is too important, to the VIP price let the old customers buy, give small gifts, etc., directly and quickly let sales break 0, and some also quickly became a burst of money, haha)

3, enjoy a lower customer price than others can enjoy the lifetime privileges of the package, such as: 99 Mail, you 69 can be covered (this is a good sale you do, enlightened boss will agree to this demand)

4, enjoy VIP after-sales service, XX will quickly deal with you oh.

5, enjoy expedited delivery rights, such as someone else 16:00, your order 17:00 can also be expedited (please according to their own logistics situation, generally there is a time lag.) ）

6, finally you can enjoy the youth and art Young customers xx chat right.

Here, I think as long as you still want to buy your shop products customers, will generally join, in fact, also want to buy customers also joined, and then after everyone's influence, unconsciously bought again.

Question one: If the group of customers too much, will not say that clothes are not good ah, product is not good ah, affect other customers?

Here to talk about the stability of the group, into the group of customers, is generally a good chat with you before, this is the gene of the CRM group, plus the benefits of the group mentioned the privileges, gifts, such as the privileges of the package, and so on, people have to return the psychological,

Do you think these people will discuss the bad questions even if they have a quality problem? The answer is no?

Are there any individual troublemakers? Yes! But this does not affect the stability of this group at all, a bad factor is difficult to invade a group with a large group of positive factors, a deliberately disruptive person, usually by a group of enthusiastic customers spray speechless.

Question two: So many groups, so many customers, where do you have time to communicate?

Remember "tipping point" mentioned, the detonation of a thing or product key three kinds of people, contacts, professionals, salesmen!

So what do I grab in the CRM group? My understanding is that I just need to catch up with the contacts and salesmen, and through a period of observation you will find that there are several active people in each group, just as in school, every class has a fat man.

So I'm just going to talk to these people and set them up as Group admins, often share some small gifts to them, local specialties or something (generally are their own money ah, love dearly AH), you will find that they will be very positive to cooperate with you, some people say that you speak ill of him to help you say good, and even sometimes, you say to the performance, They will take the lead to buy, and let others buy together! Good, group management is relatively easy, here special thanks to Qingdao, the sister to do foreign trade, you are the most enthusiastic, you also ask for the original price to buy, also do not present, history is rare AH.

The others will not forget your existence, of course, to make time in the group, at least say hello every day, like I sometimes write a little poem what, although it is Polish it, but still can let a group of sisters and Mothers moved ... I'm a man, and I just remembered. )

Is there any other way to maintain the relationship?

Have you ever tried to write to a client? Of course, everyone said we put the letter in the delivery, there are many people do, now also be done rotten, see the letter has been used to, the world has a lot of good methods, people use many good methods used to become the worst way, this way I did not intend to say, but still said, I guess very few people can insist, I sent the letter to the old customers is pure handmade, every day according to write a few copy of the content, although the content fixed, but to each customer when I write a stroke, with infinite feelings ah. (Some of the false), and then encourage the family when there is nothing to help me write, and even later to find some retired people, 1 Yuan 1 write (are all my own money), and then on the important festival with a regular mail sent over, postage 8 cents. A letter counted 2 dollars More, thousands of is tens of thousands of pieces, this can be printed with the letter in the package to a large, special mailing, sincere, genuine feelings, I play is retro and micro-innovation, hey, please other customer service comrades don't scold me, why are you your own money ah? In fact, what we do to calculate the input-output ratio, if you put 10,000 yuan, they can bring you 100,000 of the income you willing to do it? That's why I'm willing! Of course the company is willing to pay is better oh!

Daniel, see here you know why your first month sales 100,000, I 50,000, the second month you 150,000, I 100,000, to now I can do more than 1 million, you have been 300,000 wandering? There is only one reason, you are to do sales, I am a personal brand, any customer service can become from the media ah, but also can become a sales of the nature of the media, wow hahaha ...

This is what I want to do a different customer service thinking and practice, to my customer service years of youth ...

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