Sales skills of pre-sales customer service: inquiry transformation of KPI project (1)
1) If the consultation didn't take photos, we will follow up the customer's registration, check the reasons why the customer didn't take photos, and see if we can solve the problem, dispel the customer's worries and reach an order. If you can't shoot it on the same day, follow up the order later.
2) take photos for free; Call for dunning and follow up, find out why the customer doesn't pay, agree when to recharge, or suggest paying if the current account can't pay, or go to the bank counter to dispel the customer's doubts and urge the customer to finish as soon as possible.
Customer nature:
1) New customers: When receiving such customers, you need to respond quickly and respond politely, and answer customers' questions as quickly as possible, so that they can feel the professionalism of the service, such as size recommendation, style matching recommendation and activity introduction.
2) Old customers: buying this kind of products for the second time. You can be more humane in the reply text, be as emotional as possible, get to know customers, join professional services, increase its stickiness and enhance the reputation of brands and services.
(2) Response time
1) Typing, weekly typing practice, persistence, articles can choose our workflow or product knowledge-monthly assessment, progress award.
2) Proficient in business accumulation and familiar with product knowledge workflow at ordinary times-bad reviews and complaints caused by business knowledge will be punished by one point.
(3) Customer unit price
1) recommended styles, customers can ask customers to wear coats and recommend pants and short skirts.
2) Shop activities: introduce the ongoing activities of the shop to customers, and guide customers to take more photos and offer more discounts.
3) In paragraph 2, if you can't decide, take the spot recommendation with many evaluations and good evaluations and intercept the buyer's evaluation for reference.
(4) Refund
Subsequent secondary services for refund orders:
1) If the reason for the refund is only due to your own problems, try to keep it, solve the customer's problems, and appease the order without refund.
2) If you decide not to do it, the customer will feel the sincerity of the service because of the re-service, so as to ensure timely and efficient service. Remember that our percentage must be 100% of the customer's, so as to reduce the customer's shopping cost (time, energy and feelings).
(5) Response rate
For those whose response rate is lower than the average level, we should focus on spot-checking chat records to find out the existing service problems.
(6) Reception ability
Mainly depends on the situation of the store. If the reception volume is below the average level, analyze the reasons, help them make progress, strengthen the training of related shortcomings, and eliminate them if necessary.
(7) service
Service is a very important one, which is mainly carried out through service supervision, that is, spot-checking chat records, customer evaluation feedback and peer supervision and submission.
1) Organize the documents every 2-3 days and put them in * * * to supervise the customer service inspection.
2) Share chat records every week (depending on the current workload), and supplement and standardize customer service skills with typical cases.
Sales skills of pre-sales customer service: job content 1. Responsible for answering questions about basic information of products.
1) Get the corresponding information from the baby page, and answer the basic questions of baby size, fabric, color and so on put forward by customers according to their own experience.
2) For the details that are not detailed in the baby description, such as some details that are not marked, you can check them first and then reply. Note that the time should not exceed 24 hours, and you should comfort the customer appropriately and explain the time and method of reply on your own initiative.
3) The customer asks if it fits. If it is confirmed, give some suggestions to the customer on the premise that the customer provides his own size in detail. If it is difficult to determine whether it is suitable, the model size can be given to the guests for reference.
4) Recommend existing domestic products according to customers' wishes, or provide broad collocation opinions.
2. Be responsible for replying and handling discount issues.
1) Respond to customers' inquiries about basic discount information immediately.
2) Special discounts offered by customers are generally not negotiated, and can be determined by 20 yuan. 20 yuan asked the supervisor above.
3) For price changes involving after-sales treatment (for example, the price difference needs to be made up for replacement), the remarks should be clear, and the remarks and signs should be changed accordingly.
3. Respond to the customer's withdrawal information.
If the customer's purchase intention is shaken after placing an order, apply to the customer service for cancellation, and the customer service will handle it immediately:
1) Take pictures of unpaid goods, allow customers to close the transaction by themselves, and the customer service does not close the order.
2) Communicate with the buyer to exchange goods or apply for a transaction refund without invoicing, and make corresponding transaction comments.
3) If the order has been typed but not delivered, it shall be handed over to the small warehouse to find the order that needs to be changed or cancelled, and make corresponding remarks, and feed back the results to the customer in time:
A. If you can't find the face sheet, check the bottom sheet, verify whether it has been sent, send the notification number and place an order for delivery, and feed it back to the customer service, and then the customer service will discuss it with the buyer.
B. If it has been delivered, the customer service will contact the courier to return it or ask the buyer to refuse the visa. The customer's question is not needed. If the express outlet has been delivered, the freight will be borne by the customer.
4. Be responsible for answering and solving delivery problems.
1) Ask about the delivery time when purchasing, and we will reply immediately according to the normal delivery time. In addition, customers should also take the initiative to inform the delivery time when purchasing products.
2) Ask about the delivery time after purchase. If it is overdue or not delivered, you need to appease the guests, confirm their purchase intention, cancel the order, and urge the delivery.
3) When inquiring about delivery, if the goods have been delivered, inquire about the courier information and handle it accordingly.
4) The buyer puts forward special requirements for delivery, such as delivery at the agreed time, delivery on the same day, address change, accessories and accessories. , and should be within the scope of the company's permission, carefully as far as possible to meet customer requirements.
5. all kinds of words
1) at the beginning: Dear, I am the customer service of * * * flagship store, and I am honored to be your image consultant. Please lock me in. I will always serve you today.
2) Bargaining: Thank you very much for choosing our store among many stores. The price of the shopping mall cannot be changed, which is fair to all customers. At the same time, our commitment is to make any customer who buys our products truly feel the value for money.
3) Invoice: The invoice is written and sent to you as soon as possible by contacting us after you receive the clothes and confirm the receipt. We all have formal invoices. You can contact us to write and send it to you after the transaction is successful.
4) Refund application process: Return application process: Enter the purchased baby-Return refund-I want to return the product-Refund reason: just choose seven days without reason.
5) Fill in the logistics bill number: Honey, find the return bill yourself. Please return it when you see it, and you will be prompted to fill in the courier number and courier company. Fill in and submit. I bought the baby-please return it-fill in the logistics information-submit it.
6) Payment of freight: Shentong * Yuan EMS* Yuan SF * Yuan Payment of freight Alipay link * * * Please pay attention to the following items and the name of Want Want when paying freight, such as: Payment of freight-Want Want name.
7) End: After receiving the baby, check and try it on. If you are satisfied, please give it a five-star praise. Store details: service attitude: delivery speed:
8) Reply to the offline message. The first sentence is, hello, mm-I'm * * (smiling face icon), you asked. . . . .
6. Remarks: In principle, whoever handles it will make comments, especially the cancellation of bills and the change of address.
A. General revised price: customer service name-yellow flag
B. Unshipped orders: reason+customer service name/date-purple flag
C. Shipped Orders: Reason+Customer Service Name/Date-Blue Flag
D. Special remarks: What Express+Customer Service Name/Date-Red Flag
E refundable order+customer service name/date-green sign
7. documentary
Discharge the shift schedule, and the customer service will follow up the unpaid orders during the day shift and night shift without consulting; Mainly to verify the address and quantity or style to cut in and supplement the service to customers.
Sales skills of pre-sales customer service: delivery 1. Check the delayed delivery and out-of-stock orders, take the initiative to leave a message about the goods ordered by the customer, and negotiate with the customer to return the goods (check 1-2 times a week according to the situation, and replace the packages after delivery. Check the transactions that have passed the delivery deadline but can't confirm whether to deliver the goods, and rush the goods and fill the order according to the corresponding results to ensure the order is complete).
2. If the goods can't be delivered due to oversold or production problems, the customer service should communicate with the buyer for refund and replacement in time.
3. Check the styles with a score of less than 4.8 on the shelves of the store, and carry out Want Want message follow-up service after delivery to follow up the high scores of customers.