Doing a good job in online shop customer service is an important way to promote online shops. Therefore, it is very important for online store customer service to retain customers and improve the conversion rate of online stores. In fact, more often, the role of online shop customer service is to help customers make reference, suggestions and choices, just like excellent shopping guides in shopping malls. Let's look at the work together. Customer service skills-help customers make choices. In the process of sales, customers often compare two or more products, and it is difficult to make a choice. How to help customers choose and make decisions as soon as possible? Analysis: As a salesperson, in fact, we are not selling products, but more often helping customers make choices. When customers are interested in two or more products, but don't want to buy them all, we are bound to help them make a choice. First, we should understand the real needs of customers. Secondly, we should help customers choose the most suitable products from the customer's point of view through our own professional knowledge. Finally, list 123 to tell customers why you chose this one. At this time, customers will definitely think that we are awesome, and they will definitely buy according to our selection area, and they will be able to confirm the purchase soon. Summary: In the sales process, the most important thing for an excellent salesman is to seize the initiative and let customers follow our ideas, so that more than half of the success is achieved. Be good at giving customers multiple-choice questions, telling customers the best answers and letting them choose. Customer service skills-how to deal with customer bargaining analysis: this is the most common phenomenon in online sales at present. It is also the biggest pain point of customer service. If you don't make a counter-offer, customers may be lost. If you counter-offer, you will lose again. Most of their online sales prices are lower than the market price. According to our many years' experience, there are generally two situations for customers to bargain, (1) to find a psychological balance. For those who seek psychological balance, they are generally afraid that we will give preferential treatment to others, not to him. This is a psychological resistance. (2) Love takes advantage of petty gain. It's not that I can't afford it, but it's a habit to take advantage. We have unified standards and principles to solve these two problems (1), and we will never make a counter-offer. We should tell our customers that this is the principle. If I make a counter-offer to you privately, it will be unfair to other customers in order to gain their understanding. Hello, I'm very sorry, our products are promised to all consumers, and the principle of one price is non-negotiable. ) (2) For customers who love to take advantage of small things, we will generally guide customers from the perspective of other activities or gifts. The price is not enough, but after you place an order, we can give you free postage or give you a gift, and the customer will accept it. Summary: Be good at guiding customers, gaining customers' recognition, and at the same time let customers get some unexpected surprises in the purchase, so that everyone can be happy and get what they need. Customer service skills-help customers identify the authenticity of products: this question has always been the most frequently asked by online shopping customers. After all, online shopping is invisible, and this kind of worry is understandable. So how can we get customers to buy? The method includes: 1) hardware certificate. Generally speaking, if the products we operate are purchased through formal channels, we can issue certificates in this regard, and customers will not have any doubts. 2) If our products are genuine, but there is no relevant hardware proof for many reasons, then we can use some soft explanations, such as comparing our products with fakes on the market. Then show customers the historical sales records of products and tell them that we have so many customer groups. If there were any problems, we would have disappeared on Taobao. Then give the customer a promise: Hello, we guarantee the authenticity, accept the counter inspection, fake 1 penalty 10, and return if there are quality problems. Summary: find the most convincing evidence to prove your product, and customers will believe it. Of course, if the products you deal with are really fake and shoddy, don't cheat people in the market. Customer service skills-product effect analysis: this issue is also the most concerned issue for customers. Is this cosmetic really as good as Taobao says? Does this dress really suit me? The customer is very confused and the customer service answer is very tangled. No matter how good the product is, it cannot be suitable for everyone. No matter how good the product is, it won't be said that I will get better immediately after using it, or just once. Faced with such a problem that we can't promise, our best solution is to let customers know the truth: first, tell customers that this product has a lot of feedback from many people, but it can't be guaranteed to be great for everyone. Secondly, there are some problems that users need to pay attention to, such as whether you have used cosmetics for a long time and whether you have paid attention to daily maintenance. For example, whether your clothes are properly matched with your other clothes, if these basic customers don't make them themselves, then even the best cosmetics and clothes can't meet the needs of customers. Example: beautiful face and good skin are all maintained for a long time! However, the absorption and adaptability of skin varies from person to person, and the obvious effect will only be seen after MM is used for a period of time! Summary: this kind of question makes customers understand the fact that it is the most important and rational consumption. Don't blindly exaggerate the efficacy of the product, but if it is not achieved in the end, what is waiting for you is to lose this customer and lose the potential customers that this customer knows. Tell customers the efficacy of products objectively, but you can gain the trust of customers. Customer service skills-how to generate joint sales and do customer service for a long time. We often see such a situation. Some customers work hard but the orders she receives are always the lowest, while others always receive tens of thousands of orders. In fact, I think the fundamental reason is not the ability of two customers, but whether you are a conscientious person in the sales process. Under normal circumstances, many customer services receive a customer, and after the customer has consulted, the transaction is over. However, there are also some attentive customer service, after understanding the customer's needs, they will analyze whether these things purchased by customers are missing anything, but the customers themselves did not think of it. At this time, she will ask the customer and say, I think you need another * * *. Buying together can save postage and so on. Generally, 90% of customers will choose some peripheral products again. The story of diapers and beer is actually a good example. Take skin care products as an example. When a customer buys a set of skin care products, I will check whether the customer's order is complete and whether the matching method is complete. When all this is understood, I will ask the customer questions, such as what skin care products are being used at home now, for example, all the cosmetics she bought this time are skin care and have no makeup remover, so I will recommend her to use some makeup remover to tell her the benefits of makeup remover and it is necessary. When the client thinks I know more than he does, he is willing to listen to you.