Generally speaking, consumers’ desire to buy a product comes from their love and their own needs, but the final choice of which store’s product to buy depends on two major elements: product + service. Customer service is precisely the focus of the store. A store that values service, continuously improves service quality, and has good service quality will inevitably be recognized by buyers, so that buyers can become loyal customers. But how to be a good Amazon customer service? And how to let consumers enjoy the same service experience as a physical store? Here are the tips I compiled for everyone.
1. Understand the product
First of all, customer service must be familiar with Amazon's rules, have sufficient knowledge of store products, and be familiar with its features and functions; know what kind of people the product is suitable for, and when the buyer consults the product, he can solve the problem according to the buyer's own needs.
2.Take the initiative
When you see a buyer adding yourself as a friend, you should take the initiative to greet you first, ask the buyer what needs or doubts you have, and leave a good first impression on the buyer. When buyers appear to buy signals but are hesitant to make up their minds, customer service can use the "choice of two" technique. For example, "Do you want the white shirt or the pink one?" This "choose one" questioning technique is actually that you help him decide. As long as the buyer chooses one, he is determined to buy .
Amazon Customer Service
3.Promotion guide
During the big promotion period, the store discounts are communicated to buyers in a timely manner. When a buyer inquires about a product, the customer service can push product discount packages to increase the customer unit price. When the buyer takes a picture of the baby, he presents a small gift related to the product to create a surprise.
4.Bargaining strategy
When encountering a buyer's bargaining, the customer service has to change the buyer's mindset and fight with the buyer. For example, we all know that cheap goods are not good goods, and good goods are not cheap. The best products are often the cheapest, because you use them for a long time and are comfortable to use. Buy things for the first time. By the way, you don’t have to spend any wronged money, and it will bring you high value, don’t you think so?"
5.Hunger Marketing
Generally speaking, the more things people cannot get or can't buy, the more they want to buy. Customer service can use this psychology to cleverly urge buyers to take pictures of the baby. For example, "Dear, this product will not be restocked when it is sold out, please buy it in time if you need it!" and so on. Of course, the premise is that the product quality is good enough.
6.Order payment
When encountering a buyer who has photographed a baby but has not paid, the customer service must grasp the time of the collection, be kind, and use appropriate language. For example, for the morning order, the dunning will be done before 12 o'clock on the same day; the afternoon order, the dunning will be done before 17:00 of the day, the evening order, the dunning will be done before 10 o'clock on the same day; the midnight order, the dunning will be done after 10 o'clock the next day.
7.After-sales service
When the buyer takes a picture of the baby, confirm with the buyer whether the receiving information is wrong, and issue the order in time to notify the buyer of the logistics information. When the buyer confirms the receipt, the buyer is appropriately reminded to comment. If there is a wrong delivery or quality problem, it is necessary to appease the buyer's emotions, re-send the buyer and give a small gift. You must explain the bad reviews that buyers give to the store. Whether it is a middle review or a bad review, you should call the buyer to explain, with a sincere tone, admit our mistakes, and be willing to bear all costs.
8.Customer service training
When orders gradually increase, some stores will be too busy to rely solely on the owner as customer service, but how to find professional customer service is the difficulty for sellers.
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