What Details Do You Need To Pay Attention To Online Receiving Customers?

The basic process of receiving customers online: Hello, > questions > Analysis > recommendation > negotiation > Help > verification > farewell

First, Hello,

Attention should be paid to the details of greeting greetings.

1, timely response will get a good impression from customers.

2, too simple and rigid language will affect the service experience.

3, standardized customer service polite language is necessary.

4, suggest matching the appropriate Wangwang expression effect will be better.

Two, questions:

Good questions can guide customers, which can be divided into closed questions and open questions.

Closed questions: closed questions help customers choose, ask questions and preset corresponding answers at the same time. For example, can I send you a courier? Do you like this product?

Open question: open questions help sellers understand their customers' needs more directly. The drawback is that the answer given by customers is that sellers can not answer or cannot satisfy them. For example, what are your requirements for logistics? What do you think of the products? What is your problem?

The details that need attention in guiding questions are:

1, we need to understand the intentions of customers, so we need seven points to listen to three points.

2, questioning should be a kind of guidance, and the tone should not be simple and rigid.

3, we should use questions to stimulate the potential needs of customers.

4. If you ask questions, you can promote sales more easily.

5, good questions should be prepared for the next analysis of customers.

Three. Analysis:

The details that we should pay attention to when analyzing customers:

1, to understand customers is to know ourselves and to judge the situation.

2, at the same time, through all aspects of information search, to understand customers;

3, the understanding of customers is not necessarily to make him clear.

4, but we must guide customers according to the results of the analysis.

Four. Recommendation:

Make recommendations through analysis and questions:

1, recommends analysis through customer's questions most suitable.

2. Recommend the best source of goods and quality advantages in the store.

3, reference shop sales trend and customer situation recommendation;

4, the principle of recommendation is that buyers and sellers can win a win-win situation.

Five, negotiation:

Successful negotiations will directly contribute to the spanaction:

1, bargaining is often the core content of online negotiation.

2, setting preferential standards and terms ahead of time will help solve problems.

3, successful negotiations should be able to retreat.

4, the purpose of negotiations is to facilitate spanactions, and avoid being rigid and strong.

Six, help:

Solve the difficulties encountered in customer spanactions:

1, help customers select suitable products;

2, help customers modify freight confirmation order.

3, help Customer Complete online payment.

Seven, farewell:

Farewell must be carried out. Skill Ending:

1. Interested customers can be added first. Wangwang Friends, timely return visit;

2, leave room for customers to think about.

3, courteous and gracious expressions will leave a good impression on the customers.

4, make moderate efforts before leaving, and lay the foreshadowing for the next spanaction.