First of all, Want Want sends a message. Ali Want Want is not only a tool for buyers and sellers to contact and exchange problems, but also one of the important tools for buyers and sellers to contact their feelings. With Alibaba Want Want, buyers can be added as contacts in groups, and messages can also be sent to buyers in groups. If there are new products or promotional activities, Alibaba Want Want's mass sending function can quickly notify buyers.
Second, send messages in the station. It is also a way to contact the buyer by informing the buyer of the update of the store at any time through the letter in the station. On-site letter is similar to the function of sending emails on Taobao. We can send blessings on special festivals or buyers' birthdays through on-site letters, which will make buyers feel our goodwill, enhance the feelings between sellers and buyers, and let buyers always support our store. If both buyers and sellers are unwilling to go further, they may only be able to maintain a pure business relationship. But if we are enthusiastic, we will try to get close to the buyer and make friends with the buyer, then I believe that the two sides will not be limited to business relations, and the buyer will always support us.
Third, Ali Online Shop Edition. Ali Online Shop Edition is a good assistant for sellers. Sellers above Samsung can open Ali online shop version. Compared with the regular version, the online shop version has many functions that can help sellers better manage their stores, organize their treasures and contact buyers. You can check the purchase quantity and amount of the buyer through the customer page, which helps the seller to contact the buyer. Cheek can be set as the buyer's preferential amount, etc. And you can also check the buyer's transaction, transaction ratio and amount.
Fourth, SMS. Mobile phone is a communication tool used by most people, and it also has the function of mass sending. We can generally accumulate the phone numbers of buyers, record the names, preferences and birthdays of each buyer, and then send a blessing message on the buyer's birthday, or send a message to the buyer according to the buyer's preferences when the buyer purchases for the second time. I believe that intimate service will definitely make customers very moved, thus becoming loyal customers of the store.
Speaking also needs skills, especially the speaking skills of Taobao customer service are more important. The key to impress buyers is whether customer service can impress customers during the conversation. When communicating with customers, we should grasp the discretion of words and know what to say and what not to say. If you accidentally step on the communication mine, even if the customer has a strong desire to buy, they will leave and rush to the arms of other sellers. So when communicating with customers, we must pay attention to several points. First of all, don't argue with customers. In sales, we often meet some customers who are very picky about the products we sell. At this time, we will inevitably argue with him. However, our aim is to reach an agreement, not to win the debate. Arguing with customers can't solve any problems, but will only arouse customers' disgust.
Even if you are not angry offline, you can't bring emotions online. On-line, we should listen to customers' opinions patiently, and let customers feel that we attach great importance to his opinions, and we are trying to meet his requirements. Secondly, don't communicate with customers in a cold tone. When talking to customers, smile even when facing the computer, because customers can feel it between our lines. Smiling is a sign of self-confidence and the basis of building a good atmosphere. Even if customers don't need our products and meet us with a smile, they may become our friends, and it is easy to think of our store when they need it next time, thus paving the way for the next transaction. Third, don't directly question customers.
When communicating with customers, we should understand and respect their views, and we should not talk to customers by asking questions. Why don't you buy our products? Why don't you trust us? What makes you think our products are not genuine? By analogy, it is impolite and disrespectful to talk to customers in a questioning or interrogative tone, which hurts customers' feelings and self-esteem most. Finally, the promotion should be interactive and avoid unilateral promotion. What kind of sales are the most successful? I think win-win sales are the most successful. To achieve a win-win situation is that the customer bought our products, we solved his practical problems, and we also made profits. Therefore, when we sell, we must first listen to the customer's voice and understand his needs, and then we recommend the corresponding products to the customer to help him solve practical problems. If you just sell a product to customers blindly and ignore the real needs of customers, then even the best products are difficult to reach a deal. In the process of chatting with customers, if the above four points are achieved, then I believe the business in the store will not be bad. Gold medal customer service was not made in a day. Only by making progress every day and constantly strengthening your speaking skills can you become an excellent customer service step by step.
As a customer service staff, I always insist that it is not easy to do simple things well. Take everything seriously at work, and always try to do it actively whenever you encounter complicated trivial matters; When colleagues encounter difficulties and need to take over, they can give up their rest time without complaint, make a good work plan, resolutely obey the company's arrangement and devote themselves to their work.
Looking back, time flies and 20__ years are coming to an end. Looking back on the past year, I can't help feeling a lot ... time flies, and I have to cross the hurdle of another year.
As a medical industry, sales is one of the keys of the company. In recent years, the network marketing of medical care is in a hot state. In addition, many netizens know about diseases through the Internet and want to occupy the medical market share because of their good marketing model. Looking back on the past year, with the full assistance of the company's leaders, our work closely focused on the company's business policy, purpose and benefit objectives, closely focused on the goals put forward by the company, and closely followed the work arrangement of the project team. I have done my duty in network promotion.
Collecting yesterday and grasping today, the ups and downs of the work are looming in front of us all the time, but we must face the reality, not only do the work well in time, but also reflect on every detail of the work when looking back, constantly sum up and analyze the work experience, from how to introduce effective flow and how to improve the conversion rate, and try our best to make the work of the whole project team procedural, standardized, systematic and organized. Therefore, in the 100-foot club head, we can go further, reach a new height and enter a new realm. Only by constantly reflecting on ourselves, such a new chapter will be conducive to our better progress, and we can do better in the future, sum up experience and learn lessons.
Looking back on the past is to better face the future. In order to sum up experience, carry forward achievements and overcome shortcomings, we will briefly review and summarize our work in the past 20 years as follows:
Looking back on 20__
1, we live in the era of e-commerce economy. E-commerce has provided us with good services in the new century, and now it has penetrated into every detail of life. Everyone is not only a "customer" who enjoys the service, but also an individual who provides services for the "customer". Because of this, our work should also be more perfect, focusing on serving customers and providing customers with faster, more efficient and better services. Being a man and doing things is our philosophy. We try our best to meet the requirements of every service detail, give us a chance and give our company a satisfaction! We will, as always, do everything possible to do more and better.
Disadvantages: No good communication with project team members.
2. Be able to strictly implement the company's network department system. In this hot era of e-commerce, all industries want to make a big profit in the e-commerce market. As an e-commerce person in the medical industry, network promotion, as the pioneer of enterprise website promotion, constantly pays attention to the changes of search engines, constantly adjusts strategies to adapt to the changes in the search engine market, helps others in the same department, and constantly strives for the monthly goals of the whole project team.
Disadvantages: the brand promotion of the website is not in place and there is a certain lag. Good ideas are not put into practice in time, and we will try to improve this situation in 13.
3. In-station optimization. Since the search engine changed and several stations in the project team were downgraded, they started to make new stations. Before the new site went online, they chose keywords and website framework. In this process, the ranking of the website fluctuates constantly, so the maintenance of small details in the station is also constantly strengthened.
Disadvantages: the homepage of the website often changes, and the quality of the content in the station is not high.
4. Promotion outside the station. Remote promotion is one of the windows for the website to communicate with the outside world. In the second half of last year, the whole extrapolation market began to shrink. At this time, we began to look for platforms, such as the recent news source and the World Wide Web, as a means of publicity.
Disadvantages:
Many extrapolated articles can't be well controlled, so we don't know whether the external chain can produce conversion rate. It is still very important to find a high-quality platform.
5. Promotion strategy:
(1), dispersing traffic is one of the important things in website promotion.
SEO is a kind of network marketing, which only combines SEM, EDM and event marketing. The project team mainly relies on 360, Baidu, sogou and other search engines. As for other search engines, there is not much drainage. According to last year's attention, Aimin's current website is between PV: 1000-20 _ _, IP:700- 1000.
(2) Pay attention to the user experience
In the past year, search engines have been constantly changing. For website operation, we sometimes have to consider things from the perspective of users. Only by doing a good job in user experience, treating users as customers, always insisting that "customers are God" and doing a good job in service can the website have vitality and get a steady stream of traffic.
(3) Promotion methods
When extrapolating, we should insist on diversity, so as to get more traffic, such as the diversity of your anchor text links, the diversity of page links, the diversity of your traffic sources, the diversity of your online marketing methods and so on. And constantly introduce new marketing methods, and finally apply marketing integration, thus making the website invincible in the search engine industry.
(4), SEO optimization
Nowadays, seo optimization is not the core of technology-based website operation, but the soul of long-term website operation. Seo optimization is the same as website planning, but optimization is a long marathon and needs to be adjusted according to different stages. What we are considering now is what users are thinking. What exactly do users need? It is no longer the analysis of search engine algorithms, but the analysis of user needs, which is like the transformation of planned economy and market economy. Only by finding accurate keywords can we get the highest traffic and eventually produce consultation.
(5) Network promotes new groups.
With the rapid development of e-commerce, mobile client users will be the new force in the future. How to do this work well needs our test. Nowadays, mobile SEO will be a very important topic on the website. Facing the current market, only by being good at digging can we get a steady stream of wealth, and mobile SEO will blow a new wind in the new year.
In addition to adhering to past achievements and good working methods, we will also strive to improve last year's shortcomings within 20__ years, so that our work will reach a new level.
The continuous improvement of network promotion under real circumstances can not be separated from the careful care and guidance of leaders and the strong support and cooperation of colleagues. At the moment of bidding farewell to yesterday, we will usher in a new year. For the past achievements, I will not sell myself short, step by step, and for the past shortcomings, I will make unremitting efforts to do my best. We will prove our efforts with actions, and we will know more clearly that we can get it not by clever means, but by continuous efforts. Let's join hands to create a brilliant tomorrow for the company to grow and become one of the domestic advanced enterprises! 20__ is a brand-new year and a year of self-challenge. We will try our best to correct the shortcomings in our work in the past year, do better in the new year, and do our part for the company's development prospects.
Summary of the annual work of e-commerce customer service 3 I have done my work seriously and actively this year. Although I didn't get the first place in the monthly appraisal, I have always been in the top few, and I have gained a lot from my efforts. I also came to sum up a customer service job last year.
As a pre-sales customer service staff of an e-commerce company, there is actually some pressure every month. Last year, I was affected by the epidemic. Although our sales work is not as big as a physical store, there is still some, but I also do it seriously. At the same time, when working at home, make good use of your own time to familiarize yourself with products, understand the psychology of some customers, and read books and study. I also made some reflections and improvements on my sales methods, especially in the first quarter. I also feel that there are still many real changes after my own summary. I used to be very busy at work every day. I didn't think about studying after work, just thinking about rest. But working at home these days, the work is not so busy, relatively relaxed. I didn't waste time, but used it to learn things.
Later, I went back to the office and applied what I learned to the communication with customers. I did a good job before the sale and my performance improved rapidly. Although my previous grades were not delayed, not so good, and my work was not so organized, after studying a few days ago, I also had more insights and some experience in doing a good job. One year later, I not only achieved my performance target. At the same time, I have gained a lot and have more confidence in my work in the coming year. At the same time, in this year's time, I feel that the pre-sales work, although quite simple before, is not easy to break through and achieve better results, and it is necessary to continue to think more and accumulate more experience.
At the same time, in the pre-sales work, I also found that I still have some shortcomings, and sometimes my patience is not enough. In fact, our sales, sometimes customer consultation, can not be closed at once, it may take some time, and some return visits are needed, and communication is not so urgent. Even this may scare some customers, so I should pay attention, study more and think more myself. Some problems that I haven't found are also highlighted, which makes me clear that I still have a long way to go to do better, but I also believe that as long as I work hard, I will definitely get more breakthroughs in my grades.
Annual work summary of e-commerce customer service 4. So far, I have gained and lost in the operation and promotion of shopping malls, and I have also encountered many problems and difficulties in my work. There are also misjudgments about the consumption of commodity groups in the works, so the works are summarized. I hope that in the end, the company can help.
I. Summary of work in the past year:
1. You can refer to Taobao official website page activities (such as gold panning and exclusive shopping) at least once a month, but the ultimate group buying activity (gathering cost-effectiveness) needs to be broken.
2. The cost and control of through train and drilling exhibition are not ideal, and the flow and conversion can not achieve the expected effect. Sales are not in direct proportion to expenses.
3. Free traffic only takes time on site optimization (home page, product inner page, title optimization, Taobao community, etc.). ), as well as communities, forums, micro blogs, etc. It has not been better promoted and publicized outside the website.
4. The style control of the main products is not good, which leads to the promotion time of a product can not last long. And the inventory of goods is not completely ready.
5. The repeated marketing of old customers has not achieved a good membership system, and the turnover rate of repeated purchases has declined.
6. Market stores make use of the special price method to continuously improve customer credit to prepare for better commodity investment, thus promoting commodity sales.
Second, the promotion needed in the work:
1, insist on pushing 2-5, sort out the inventory, and analyze the consumer groups at the same time. The ways to promote it include activity-based method and cost method. Note: the cost-effective style should be distinguished from other activities.
2. The activities and operations designed by Tmall should keep up with the internal changes of Taobao. What is the selling point of the product better highlighted on the details page of the main style of the product?
3, sales better to complete the most basic requirements of Tmall:
1), with an annual sales volume of 600,000 and an annual service cost of 60,000.
2) The average daily sales amount is 3,000 yuan. The average daily sales volume is 30 pieces.
3) Control the profit of each transaction amount and minimize the cost.
4. Strengthen the recruitment and training of customer service and after-sales personnel, and popularize product knowledge. Better enhance customers' confidence in the after-sales of goods. Learning, progress in learning is more appropriate.
5. Active consumer groups should be clear and distinguished from the end consumers of the brand.
Three. Need the help that the company can provide:
1, the seasonality of products should be updated in advance, the product styles promoted by Tmall should be distinguished from other platforms, and the inventory should be adapted.
2. Minimize the return rate and turnover rate of commodities. While doing my job well, I also hope that my colleagues in the warehouse can cooperate with each other.
3. Under suitable or mature conditions, the promotion expenses of through train and drilling exhibition should be increased appropriately.
4. Establish a reward and punishment system. Those who reach the sales volume can be rewarded with bonuses or commissions to improve the enthusiasm and unity of the team.
20XX annual plan:
After the summary of the past year, in the face of increasingly fierce competition in the Tmall platform market. In 20xx years, we must first stabilize the original monthly sales amount and monthly sales quantity. And find a breakthrough. Specifically formulated the following two key plans:
1, consumer groups, product innovation: consumer groups have expanded from former working-class and business people to young, street casual, fashionable and versatile. Therefore, commodities hope to be innovative.
2. The daily sales volume is 20-50, the daily sales volume is 2000-8000 yuan, the monthly sales volume is 300-800 yuan, and the monthly sales volume is 20000- 150000 yuan. Control the transaction amount between cost and profit.
The success of electronic commerce. It is the mutual cooperation, mutual trust and cooperation between a team. Any position is very important, because this position is like the production chain of a factory. When one of the links is missing, the goods are not 100% perfect.