In the face of customer complaints, I believe that each company has its own processing processes, but are these processing processes used by terminal shopping guides? In fact, we often find at the sales terminal that when shopping guides face customer complaints, the service attitude, tone and way of responding can easily intensify customer dissatisfaction and make things bigger and bigger. When dealing with complaints, sales consultants should slightly change their service attitude and way of speaking, and change their words to make customers feel more comfortable, and also allow themselves to stand in a strategic position of attack, retreat and defense, such as:
Scenario 1:
Shopping guide: This is not a quality problem of our goods, we will not refund it!
Customer: Obviously it is your quality problem, if it is not a quality problem, how can the product have these conditions.
Shopping guide: This is your own problem, we can't refund it!
Customer: What is my problem, obviously the problem of the quality of your goods.
Shopping guide: Return it to us, we can't sell it either!
Customer: Whether it can be sold or not is not my business, it's your business.
Suggested coping strategies:
Shopping guide: This is really because...... I'm really sorry!
Shopping guide: I understand your feelings from your point of view, but this is really ...... I'm really very sorry for the cause!
Scenario 2:
Shopping guide: If you can't refund it, you can either exchange it for you!
Customer: What does it mean to not be able to return, I will not change, I will return.
Shopping guide: We stipulate that we can only exchange and not return!
Customer: The regulations are your family's business, it has nothing to do with me, anyway, I just want to exchange and refund.
Suggested coping strategies:
Shopping guide: I will definitely be willing to give you the most satisfactory treatment within the scope of my responsibility, and I will help you choose a few more styles for you to choose!
Shopping guide: As long as there is a part that I can do, I will definitely satisfy you, after all, you spent money, right? I will choose for you slowly, and I will definitely choose until you are satisfied!
Scenario 3:
Shopping guide: Sir, it's a bit unreasonable to say this!
Customer: What is unreasonable, why do you teach me a lesson?
Shopping guide: Sir, you are so unreasonable, I can't talk to you!
Customer: If you can't talk to me, then find someone who can talk to me, don't delay me here.
Suggested coping strategies:
Shopping guide: I don't know how to deal with it better! I really want to help you handle it!
Shopping guide: That's right, in fact, the most important thing is to handle your affairs well to satisfy you, you see this ......!
Scenario 4:
Shopping guide: Sir, don't get excited!
Customer: If it were you, wouldn't you be excited?
Shopping guide: Sir, you can't handle things if you are so angry!
Customer: You think I want to do this, but it's not you who force it!
Suggested coping strategies:
Shopping guide: I'll help you pour a glass of water first, you can relieve your anger first, and I'll help you deal with it!
Shopping guide: You sit down first, we are not in a hurry, you believe that I must be very sincere to help you deal with it!
Scenario 5:
Shopping guide: Our company's regulations are not good!
Customer: I don't care what your rules are, anyway, I want the result.
Shopping guide: The company's regulations are like this, and we have no way!
Customer: I don't care, you have to come up with a way to find a way!
Suggested coping strategies:
Shopping guide: If I can do it, I will definitely try my best to satisfy you, but I'm really sorry!
Shopping guide: Do you think this is good? Within the scope of what I can be responsible, I will suggest a few practices to you, try to deal with your affairs as soon as possible, your time is also very precious, do you think this is good?
Scenario 6:
Shopping guide: If you can return it, I will definitely let you return it!
Customer: You are an employee of your company, of course you are on the company's side, is it possible to stand on my side!
Shopping guide: In fact, if you return or not, I won't get any benefits!
Customer: Of course there are benefits, you have a track record!
Suggested coping strategies:
Shopping guide: As long as I can satisfy you, I will definitely be willing to do what I can do for you!
Shopping guide: You believe that from my position, I must be satisfied with you, and I am the happiest when you are happy!
In fact, customers do not necessarily want to make a big deal out of it, they just hope that their problems can be properly handled, but they are worried that if the attitude is not tough enough, the brand will not pay enough attention, so they preemptively strike. In fact, as long as our sales consultants can change their service attitude, give customers more space on the exchange, suggest and accompany customers to patiently re-choose, and finally the customer may not only change the product, but even buy other goods, and finally not only the customer is satisfied, but also we have increased sales performance! I believe that this kind of result is what everyone wants to see. |
Posted on 12/1/2014 2:24:25 PM
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