Online shopping is illusory because you can't see the real thing. In order to facilitate the transaction, customer service will play an important role, so the application of customer service communication and conversation skills is very important to facilitate the order.

(1) attitude

1. Establish a correct and positive attitude

It is particularly important for online shop customer service staff to establish a correct and positive attitude. Especially when there is a problem with the goods sold, whether it is the fault of the customer or the problem of the courier company, it must be solved in time and cannot be avoided and shirked. Actively communicate with customers, understand the situation as soon as possible, try to make customers feel respected and valued, and propose solutions as soon as possible. In addition to money transactions with customers, customers should also feel the satisfaction and fun of shopping.

2. Be patient and enthusiastic.

We often meet some customers who like to get to the bottom of it. At this time, you need to have enough patience, enthusiasm and careful reply, so that customers can have a sense of trust. Never show impatience. Say "welcome next time" even if the other party doesn't buy it. If your service is good enough, not this time. Maybe there will be another time. Bargaining customers are also often encountered. Bargaining is the nature of buyers, which is understandable. You can make some concessions within the scope acceptable to both parties, and if it is really not possible, you can politely refuse. For example, "I'm really sorry I can't satisfy you, and I'll try my best to improve it" or guide the buyer to look at this product from another angle, so that she will feel that it's worth the money, so she won't care too much about the price. Customers can also be advised to shop around first. In short, let customers feel your enthusiasm and sincerity. Don't say that I don't bargain here and I don't hurt customers' self-esteem.

(2) Expression

Smiling is the best welcome to customers. Smile is the presentation of life and a symbol of success in work. Therefore, when greeting customers, even if it is only a gentle greeting, you should also send a sincere smile. Although you can't see each other when communicating with customers online, as long as you are smiling, you can feel it between the lines. In addition, the use of Want Want expressions can also achieve good results. No matter what kind of expression Wangwang will convey his emotional signal to the other party. For example: "Welcome!" "Thank you for your patronage" and so on. You have to send a gentle smile, the feeling of adding and not adding is completely different. Don't let the cold font language hide your charming smile.

(3) Politeness

As the saying goes, "A good word warms three winters, and a bad word hurts the cold in June", "Welcome" and "Thank you for your patronage", but these short words can make customers feel very comfortable and produce unexpected results.

Be polite to customers and let them truly feel the respect of "God". When the customer comes, say "Welcome, please take care." Or: "Welcome, what can I do for you?" . Sincere greetings "spoken" will make people feel very cordial. And you can cultivate feelings first, so that customers' psychological resistance will weaken or disappear.

Sometimes customers just stroll around the store, and we should sincerely thank others for saying "thank you for coming to our store". No one will shut him out because of a polite online shop customer service. Sincere gratitude is a psychological investment,

It won't cost much. But you can get very good results.

Actually, the most important thing in communication is not what to say, but how to say it. Let's look at the following examples of small details to feel the effect of different expressions: compared with "MM you", the former is formal and polite, while the latter is more cordial. "No" and "I'm really sorry"; "En" and "OK, no problem:)" are both blunt, and the latter is more humane. "I don't accept face-to-face transactions" and "I'm sorry, I'm usually busy and may not have time to meet you for transactions. Please understand. " I believe everyone will find the latter tone more acceptable. By adopting a polite attitude and a modest tone, we can successfully establish good communication with our customers.

(4) Language and writing.

1. Use the word "I" less, and use words like "you" or "we" more: let customers feel that we are wholeheartedly considering the problem for them.

2. Commonly used specification terms:

▲ "Please" is a very important polite expression.

▲ "Welcome", "Nice to meet you" and "I hope you can find a satisfactory DD here".

▲ "Hello", "Excuse me", "Trouble", "Please wait a moment", "Sorry", "Very sorry" and "Thank you for your support".

Usually, we should pay attention to improving our internal strength, and different expressions of the same thing will express different meanings. Many misunderstandings and disputes in the transaction are caused by improper language expression.

3. Try to avoid using negative language in the language expression of customer service.

This is very critical. There should be no negative language in customer service language. What is negative language? For example, I can't, I won't, I don't want to, I can't wait, these are all called negative language.

▲ In the language of customer service, there is no "I can't": when you say "I can't", the customer's attention will not focus on what you can give, but "why not" and "why not".

The correct way: "see what we can do for you", so as to avoid saying no, no to customers.

▲ In the language of customer service, there is no "I won't do it": if you say "I won't do it", customers will have a negative feeling that you are resisting; We hope that the customer's attention will focus on what you said, not change the subject.

The correct way is: "What we can do for you is"

▲ In the language of customer service, there is no such thing as "this is not what I should do": customers will think that they are not worthy to make a request, so they will no longer listen to your explanation.

The correct way: "I am willing to do it for you".

▲ In the language of customer service, there is no "I don't think I can do it": when you say "no", the communication with customers is immediately in a negative atmosphere. Why should customers pay attention to what you or your company can't or don't want to do?

The correct way: tell customers what you can do and be very willing to help them.

▲ In the language of customer service, there is no "but": Have you received such a compliment? -"The clothes you are wearing are really beautiful! But ",no matter how well you said before, if there is a" but "behind it, it is equivalent to denying what you said to the customer before.

The correct way: just don't say "but", say anything!

▲ In the language of customer service, there is a "because": to make the customer accept your suggestion, you should tell him the reason. If you can't meet the customer's requirements, you should tell him the reason.

(e) Want Want

1. The tone of Wangwang communication and the flexible use of Wangwang expression

When talking to customers on Want Want, try to use a lively tone, and don't let customers feel that you are snubbing them again. Although many customers will think "Oh, she is busy, so she ignores me", customers will still feel neglected. If you are really busy at this time, you might as well politely tell the customer, "I'm sorry, I'm busy now, and I may reply a little slower, please forgive me", so that the customer can understand and understand you. Try to express it in complete and polite sentences. For example, if you tell customers not to bargain, you should try to avoid saying "Don't bargain" directly, but express this meaning tactfully and politely. If possible, you can explain the reason a little.

If we don't have the right language to reply to the customer's information, or instead of using modal particles such as "hehe" and "haha", we should use the expression of Want Want. A vivid expression can make customers feel your mood directly.

2. Want Want uses skills

We can save commonly used sentences in advance by setting quick reply, so as to reply customers quickly when in a hurry. For example, welcome words, no bargaining explanation, "please wait a moment" and so on can save us a lot of time. In the daily reply, you can find out which questions customers ask more, and you can also save the answers to get twice the result with half the effort.

Through the status setting of Want Want, you can promote the store, such as writing some preferential measures, holiday reminders, commodity recommendations and so on in the status setting.

If you are not in your seat for the time being, you can set an "automatic reply" so that customers will not feel neglected. You can also add some of your own words to the automatic reply, which can have a good effect.

(6) Target.

Any communication skill is different for all customers, and different communication skills should be adopted for different customers.

1. Customers have different understanding of goods and different communication methods:

(1) Lack of commodity knowledge. Such customers lack commodity knowledge and are highly dependent on customer service. For such customers, we need to answer them seriously like friends and consider them from his or her point of view.

Recommend and tell him or her why you recommend these goods. For such a customer, the more detailed your explanation, the more he (she) trusts you.

(2) Know something about the goods, but have a little knowledge: such customers know something about the goods, are subjective and impulsive, and are not easy to trust. In the face of such customers, you should control your emotions, give reasonable and patient answers, show her your rich professional knowledge, make her realize her own shortcomings, and thus increase her trust in you.

(3) Know the goods very well: This kind of customers have a wide range of knowledge and strong self-confidence, and can often ask pertinent questions. In the face of such a customer, you should show your appreciation of her professional knowledge, express "I finally met a colleague", discuss professional knowledge with her in a cheap tone, give him (her) an expert recommendation, and tell her that "this is the best, you can know it at a glance", so that she can feel that she is really regarded as an expert friend, and you respect his (her) knowledge and give it to him (her).

2. For customers with different price requirements, communication methods are also different:

(1) Some customers are generous and uncompromising. They won't bargain with you when they see that you don't bargain. Treat such a customer by expressing gratitude and telling her what kind of small gift we will send, so that the customer feels value for money.

(2) Some customers will tentatively ask if we can make a counter-offer: we should firmly tell such customers that we can't make a counter-offer, and at the same time, we should gently tell her that our price is worthwhile. Thank him for his understanding and cooperation.

(3) Some customers just want to bargain, and they will be unhappy if they don't bargain. For such customers, in addition to firmly reaffirming our principles, we should also rationally and moderately refuse her request and not be shaken by her threats and prayers. Suggest that she look at other cheap goods at an appropriate time.

3. Customers with different commodity needs have different communication methods:

(1) Some customers have a clear understanding of the quality of the purchased goods because they have bought similar goods: such customers are easy to deal with.

(2) Some customers will be skeptical and ask: Are pictures and goods the same? For such customers, be patient and explain to them. While affirming that we are shooting in kind, we should remind her that there will inevitably be color difference. When she is mentally prepared, don't imagine the goods too perfect.

(3) Some customers are very picky and can feel it when communicating. She will repeatedly ask: Are there any flaws? Is there any color difference? What if there is a problem? How to find you? Wait a minute. At this time, we should realize that this is a perfectionist customer. In addition to introducing products realistically, we should also introduce some possible problems to her realistically and tell her that nothing is perfect. If the customer still insists on the perfect goods, she should be gently advised to choose a physical store to buy the goods she needs.

(7) Other aspects.

1. Insist on honesty

Although online shopping is convenient and fast, the only drawback is that it is invisible and intangible. Customers will inevitably be suspicious and wary of online goods, so we must treat customers with a sincere heart and treat customers like friends. Including honestly answering customers' questions, honestly telling customers the advantages and disadvantages of products, and honestly recommending products suitable for her to customers.

Sticking to integrity is also manifested in the fact that once the customer's request is promised, it is necessary to earnestly fulfill the promise, even if it suffers a loss, it cannot be reversed.

Step 2 leave room for everything

When communicating with customers, don't use words such as "affirmation, guarantee and absolute". This is not to say that the products you sell are defective, nor that you are irresponsible to the buyers, but that the customers are not disappointed. Because each of us will have an expectation when buying goods, if you can't guarantee the customer's expectation, it will eventually become the customer's disappointment. For example, cosmetics sellers have different skin types. Are you sure that the products you sell will achieve the expected results in a few days or a month? There are still goods for sale on the way. Can you guarantee that the courier company will not be late? Won't you lose it? Will it not be damaged? In order not to disappoint customers, it is best not to say guarantee easily. If you use it, you'd better use words like try your best, strive for, and work hard, and the effect will be better. Give more sincerity to customers and leave some room for yourself.

3. Think for customers everywhere and impress customers with sincerity.

To satisfy customers, it is very important to really think about customers. Always stand in the other side's position, think of the customer and turn yourself into an assistant to the buyer.

4. Ask more humbly and listen to the voice of customers.

We can't immediately judge the purpose of the customer's visit and the items needed, so we need to ask the customer's intention, what specific items are needed, whether it is for personal use or personal use, what kind of people to use, and so on. Only by clearly understanding the customer's situation and accurately positioning can we introduce the right one instead of the expensive one, put the customer first and meet the customer's needs.

When the customer hesitates or doesn't understand, first of all, ask the customer what is confused and which question is unclear. If the customer doesn't express clearly, we can tell the customer our understanding, ask if it is correct, and then answer the customer's doubts.

5. Be a professional seller and give accurate recommendations to customers.

Not all customers are familiar with your products. When some customers don't know your products, we need to answer them and help them find and verify their products during the consultation process. You can't ask customers all kinds of questions, which will make customers feel insecure. No one will buy things in such a store.

6. Frankly introduce the advantages and disadvantages of goods.

When we introduce goods, we must aim at the shortcomings of the goods themselves. Although the shortcomings of the goods should have been exhausted

Avoid touching the volume, but if customers complain afterwards, they will lose their credit and get bad reviews. In Taobao, I have also seen other sellers get bad reviews because of the quality of goods, some of which are caused by special goods. Therefore, when selling this kind of goods, we should first let customers know the shortcomings of the goods frankly and try our best to let customers know the other advantages of the goods, which will be more acceptable to customers. When introducing goods, don't exaggerate your own goods. The introduction doesn't match the facts, and finally you lose your credit and customers. In fact, when introducing your products, you marry them off like a matchmaker. If you introduce: "This girl has a good temper, but her face is worse" and "This girl has a good temper, but she is kind and gentle", although they are the same meaning, they sound different! Therefore, when introducing your own products, you can emphasize: "something is inferior, but it has complete functions, or this product has features that other products don't have", and so on. The effect of this introduction is completely different. This method is recommended for special goods.

7. When encountering problems, review yourself more and blame each other less.

When encountering problems, first think about what you have done is not in place, and sincerely review your own shortcomings to customers, and don't blame customers first. For example, the customer clearly wrote something, but he or she couldn't see it. At this time, don't blindly accuse the customer of not reading the product description, but should reflect on not reminding the customer in time.

8. Empathy, understanding customers' wishes.

When we don't know what the customer thinks, we might as well ask the customer what he thinks first, and then put ourselves in the customer's position to understand his or her mood.

9. Respect each other's position when expressing different opinions.

When the customer expresses different opinions, try to be considerate and understand the customer, and show "I understand your current mood" or "I think so, but", so that the customer can feel that you understand his thoughts and think from her perspective. Similarly, she will try to think from your point of view.

10. Keep the same way of speaking.

For different customers, we should try to speak in the same way as them. If the other party is a young mother who chooses goods for her children, we should stand in the position of the mother, consider the needs of the children and express them in a more mature tone, so as to gain the trust of customers. If you act more like a child, customers will doubt your recommendation.

If you often use online language, but when communicating with customers, sometimes she doesn't understand the online language you use, and she will find it difficult to communicate with you. Some people don't like languages that are too young. Therefore, we suggest that when communicating with customers, try not to use too many online languages.

1 1. Always thank customers.

When customers pay in time or conduct transactions happily, we should sincerely thank them for their cooperation, which saves us time and gives us a pleasant transaction process.

12. Stick to your principles

In the process of sales, we will often meet customers who bargain. At this time, we must adhere to our own principles.

If the merchant has decided not to bargain when pricing, then we should clearly express this principle to the customers who ask for bargaining.

For example, postage, if a customer does not meet the conditions for postage, but gives a customer postage, money is a trivial matter, but the consequences are very serious:

(1) Other customers will feel unfair and make the store lose discipline.

(2) Give customers the impression that the management is not standardized, and thus look down on your store.

(3) Leave customers with the feeling that the product price is not proportional, otherwise why is there a profit margin for postage?

(4) The next time customers come to shop, they will ask for the same special treatment or more negotiation, so you need to invest more time and cost to deal with it. In today's fast-paced society, time is money, and it is a responsible attitude to cherish customers' time and their own time.