we all know a brand of customer service work is an important factor that can reflect the strength of a brand, for example, is also true of maternal industry, maternal stores sales to do, not only to do pre reception, must complete the customer service service, so as to provide a foundation for long-term development of the shop. Once a mother industry predecessors, he said, "return to sell sweet" means in maternal stores customer returns, shopping guide to be more enthusiastic, sincere to return, it can not only handle the issue, but also to establish a brand image, is a good opportunity to increase sales.
many shopping guide in the face of the customer’s return requirements, showing a hot temper, fierce words or explain too simple machinery, etc., to the customer’s feeling is that the shopping guide trying to shirk responsibility. If so, it is very difficult for us to persuade the customer. In the face of customer sentiment is not good, to ask for returns, we do not recommend the following statements:
1. no way, you do not like to buy it?
2. this is your own good, we can not return.
3. if it is not a quality problem, we do not give back.
"no way, you do not like when you buy it," this statement is too mechanical blunt, there is no convincing, and blame the customer had to consider the meaning of the week.
this is your own good, we can not return, and if it is not a quality problem, we do not give back, this argument is also very wrong. As a store sales staff can not be all the responsibility to the customer, even if the customer is optimistic about their own, shopping guide also has the responsibility to give the customer advice. So if the clothes are really not suitable for customers, shopping guide to be brave to stand up to the responsibility, and not to the customer’s own choice, not quality problems and other reasons to shirk responsibility.
shopping guide coping strategies
many shopping guide in the face of the customer’s return requirements, showing a hot temper, fierce words or explain too simple machinery, etc., to the customer’s feeling is that the shopping guide trying to shirk responsibility. If so, it is very difficult for us to persuade the customer. Example of a large number of maternal and child store complaints: an excellent shopping guide should be calm at this time. The first thing you should do is to stabilize the mood of the consumer, to encourage customers to listen and speak your mind, as long as the customer is willing to tell you, the solution of the problem becomes relatively easy.
By listening to
to find out the real reason of customer return, if the customer is caused by the misunderstanding that sincere return, to euphemism generally recommended,