A good buyer experience not only determines whether old customers can be retained, but also directly affects the purchasing decisions of new customers.
1. Factors that prompt buyers to place an order
Picture quality
Beautiful and clear pictures are the most important factor in persuading buyers to place an order. Apart from pictures, In addition to whether the product looks good, buyers are also concerned about whether the details of the product are clearly displayed. In addition, many overseas buyers like to see real-shot pictures that have not been beautified. These real-shot pictures make buyers feel more at ease when placing orders.
Buyer reviews
According to research, 69% of buyers will check the reviews of buyers who have purchased this product before placing an order. In the after-sales work, guide buyers to leave Positive reviews with pictures can effectively improve subsequent product conversion rates.
Price comparison of peripheral or similar products
The online product display format makes price comparison easy, and the subtle price or function differences between products in different stores are clearly In front of buyers, if your product is also sold by other sellers on the same platform, it is recommended that you carefully make the difference, even if it is just a visual difference, it will give you a higher conversion rate.
Buyer Show
A positive buyer show can directly affect the buyer’s decision-making, and a negative buyer show will also make a potential buyer give up placing an order in order to collect more excellent products. Photos of buyers can be collected, and more buyers can provide photos by giving gifts
Video description of the product
Nowadays, most e-commerce platforms provide video display functions. Video display can more clearly show product functions or details, which is also a factor that affects buyers to place orders directly.
Timely and effective communication
Solve customer questions as soon as possible, and customers can place orders as soon as possible. Although delayed replies also solve questions, they will not be processed during the waiting time of customers. Anything can happen, the customer may find a new seller or change their purchasing decision. If you cannot reply to the message immediately due to time difference, you can explain it to the customer.
2. Factors that hinder buyers from placing orders
Need to pay shipping costs
Although free shipping shipping fees are included in the total price of the product, buying There is a big difference between sellers’ feelings about free shipping and requiring buyers to pay shipping costs, and when participating in platform activities, sellers will also be asked to include free shipping, so it is recommended that shipping costs be included in the cost when setting prices.
The return process is troublesome
European and American buyers prefer products with return services. If they don’t like the products they receive, they can easily return them. However, the return cost of cross-border e-commerce is very high. The shipping cost for buyers to return goods to China may be several times the shipping cost for sellers to send goods from China. Therefore, it is recommended that capable sellers consider shipping from overseas warehouses to reduce return costs. Reduce buyers’ concerns about ordering.
Slow logistics speed
The problem of slow cross-border logistics speed can also be solved through overseas warehouse delivery. If overseas warehouses have not yet been used, logistics companies must be reasonably selected to improve Logistics speed, especially during major promotions, logistics is prone to liquidation. At this time, if you choose freight forwarding, there is a certain probability of being delayed
Encountering difficulties in payment
Some overseas buyers use The Internet is not very proficient, the network speed in some areas is slow, and the bank payment system in some countries is not easy to use. There are many reasons why the buyer may not be able to successfully pay in the end. Customer service should try to understand the usage process of the buyer as much as possible. If the customer fails to pay in time after placing the order, they should promptly ask the buyer if they have encountered payment difficulties and provide help to the customer as much as possible.
3. Factors that may lead to negative reviews
Differences between product pictures and actual objects
Sometimes in order to make our products look more attractive, we will Adding more or less some effects to the image processing that the product itself does not have will give buyers a better mental expectation and increase buyers’ expectations for the product. However,
Buyers will be very disappointed once the actual product they receive is very different from the picture. Buyers will usually ask why the color or shape is so different in the first place.
Proactively explain such complaints to buyers and provide original pictures. If the color difference is only caused by a small amount of photo retouching, a reasonable explanation can win the buyer’s trust. During the processing process, you must show your importance to the buyer and appropriately provide discounts and discounts for the next order. Solve the buyer’s problems with a sincere attitude, and then strive for positive feedback from the buyer.
In order to avoid such complaints and negative reviews, sellers can show details from multiple angles when uploading product images, or use unprocessed images to try to give buyers a true and comprehensive understanding of the product. visual impression.
The buyer does not know how to use the product
The functions of some electronic products are relatively complex, and the buyer is not willing to study patiently when using them. When communicating with customer service, the English expression skills of both the buyer and the seller may not be the same. It’s so good that it makes it unclear to explain. This situation is relatively common among 3C sellers. It is recommended that sellers choose products with simple functions and operations when selecting products. The instructions on the instructions should be simple and intuitive, and available in multiple languages. It is very important to set the product status so that the buyer can open and use it immediately after receiving the goods. There is no need for the buyer to perform charging or other operations, otherwise it will have a negative impact on the buyer’s experience.
If the buyer has submitted a negative review, and through communication it is found that it was caused by improper use by the buyer, the buyer can be asked to make a supplementary comment below the negative comment, and the seller can also do so below the buyer’s evaluation. Give instructions.
Product quality issues
If the problem raised by the buyer is purely about product quality, the seller can ask the buyer to provide corresponding photos, and give the buyer appropriate compensation based on the quality problems reflected in the photos. compensate. In addition, you should also search your own shipping records for feedback on other products within the same time frame, and analyze the quality of the goods in inventory. If the quality problems reported by buyers are common, you should optimize the quality of the goods from the supply chain.
The details requested by the buyer before placing the order were not met
Some buyers will note special requirements when placing the order, such as, “This is for my wedding, please Do not disappoint me”. When encountering such an order, you should ask the shipping personnel to pay special attention to the quality and packaging of the order. In addition, if the buyer bought a very cheap product, it can be seen from the inquiry attitude that he has high expectations for the product. In this case, in order to avoid negative reviews, you can consider spending a little more cost to satisfy this buyer. psychological expectations of the family. Try to figure out the psychological needs of buyers before shipping to avoid unnecessary negative reviews.
The title says Free shipping, why do you have to pay after receiving the goods?
Many sellers will write Freeshipping in order to attract buyers to place orders, and the sellers have done it. Free shipping. However, some sellers ignore the import policies of some countries. For example, the United States charges import tariffs for goods with a value greater than 20; while Canada and Australia charge tariffs for goods with a value greater than 20; European countries such as the United Kingdom, Germany, etc. have a declared value of goods. The regulation is 20~25 US dollars. Once it exceeds, more tariffs will be generated.
Once tariffs are generated, buyers must pay the tariffs before they can get the goods, so sellers will encounter such inquiries: Why I should pay 25 punds for the package, you told me that was free to ship. how could you lie to me? I am very disappointed.
There are also some buyers who refuse to sign for the goods because they have to pay extra fees. These are potential negative reviews and disputes. Therefore, when sending commercial express delivery, sellers should pay attention to filling in the declared value, and communicate with buyers in advance for high-value goods.
There is an additional charge on the credit card account: AliExpress Charge
The AliExpress platform does not charge fees for buyers’ payments, but buyers need to know whether the payment bank requires any fees. fee. For example. The buyer uses T/T transfer, and the bank will charge a certain handling fee when paying through the bank.
4. Improve the service and leave a good first impression
In order to improve the buyer’s shopping experience, sellers must provide good customer service in all aspects. The following are the customer services of some excellent sellers Reply template for reference
1) Buyers visit your store and ask for product information
Be cordial and natural when greeting buyers for the first time, and show your enthusiasm. Try to clearly introduce the product situation during the initial communication.
Hello, my dear friend.Thank you for your visiting to my store you can find the products you need from my store. If there is not what you need, you can tell us and we can help you to find the source, please feel free to buy anything! Thanks again.
2) Encourage buyers to increase order amount and order quantity, and remind buyers to confirm orders as soon as possible
Thank you for your patronage, if you confirm the order as soon as possible,I will send some gifts. Good news: Recently we have promotion in our store.If the value of goods you buy count to a certain amount, we will give you a satisfied discount.
3) After shipment, remind the buyer that it has been shipped
Template 1: Dear friend, your package has been sent out the tracking NOisxx via DHL, please keep an eye on it, hope you love our product and wish to do more business with you in the future, Good luck!
Template 2:Dear customer, we have sent the goods out today, and we can receive the tracking number after 12 hours later , we’ll send you message when we receive it.
Template 3:The goods you need had been sent to you.It’s on the way now.Please pay attention to the delivery and sign as soon as possible. If you have any questions, please feel free to contact me.
4) Express your gratitude after completing the transaction and hope that the buyer will repurchase
Thank you for your purchase. I have prepared you some gifts, which will be sent to you along with the goods. Sincerely hope you like it.Il give you a discount, if you like to buy other products.
4) During the promotion of new products or during the purchasing season, recommend to buyers the best-selling products in your store based on experience
Hi friend,
Christmas is coming, and Christmas gifts have a large potential market. Many buyers bought them for resale in their own store, it’s high profit margin product, here is our Christmas gift link please click to check it, if you want to buy more than 10 pieces, we also can help you get a wholesale price. Thanks.
Regards
6) Handle orders that have been placed but not yet paid
Template 1: Dear, thank you for your support! We will send out the package as soon as possible after your payment
Template 2:Friend, Best wishes to you! Besides, we have two shipping method here: DHL and UPS both can be delivered within 3-5 days, if you only accept DHL, just note it under the order. if you prefer UPS, note at your order as well dear. Thank you
7) The order was closed by AliExpress
Dear, your order has been closed because your credit card has not been approved by the AliExpress, if you want the hair now, we have prepared for you and you can put a new order, besides, you can pay through western uniontt payment or money bookers payment too.Also please contact with the Ali initiatively! Good luck!
8) Ask about the price for large quantities
If you catch up with the purchasing season, you must seize the opportunity , the reply must be detailed, and the content generally includes the price, style, purchase quantity and corresponding price of the product. This quotation suggestion includes shipping costs, and the price must be relatively advantageous, so that the buyer feels that he is being given a discount.
Hi friends. Thank you for your inquiry,we very much hope to complete the order with you, here is the products link you need, if you buy 100 pieces,we can give you a wholesale price,$25 /piece. If you have any idea. please let us know, and we will try our best to help you. Looking forward your reply.
Regards
9) Customs issues
Strict inspections by customs in some countries will cause delays in goods. It is recommended to notify buyers in time. Timely communication will make buyers feel that you have been tracking the status of the goods and are a responsible seller, thereby avoiding misunderstandings.
Dear friend,
We received notice of logistics company, now your customs for large parcel periodically inspected strictly. In order to make the goods sent to you safely, we remind you of the delay i transportation, and suggest that you agree with customs requirement. Please let us know as soon possible Thanks.
10) Dear friend,
I'm sorry for the inconvenience. If you are not satisfied with the products, you can return the goods back to us.
When we receive the goods, we will give you a replacement or give you a full refund. We hope to do business with you for a long time.
We will give you a big discount in your next order.
Best regards.