The difference between B2C and B2B is that when talking to customers, you should pay more attention to etiquette, because customers are the source of profit for merchants. When communicating with customers, you should not only be warm and polite, but also master some tips.
1. Greeting
When facing customers, merchants must reply quickly and be warm and polite. The biggest advantage of cross-border e-commerce is that you can buy foreign products quickly and conveniently. If you don’t communicate with customers in time, customers will immediately lose interest in buying things and leave a very bad impression on merchants, affecting future sales. In addition, if you can’t guarantee a quick reply, try not to use automatic replies. If there is no manual service for a long time after the automatic reply, it will make customers feel dissatisfied. When greeting, you must be enthusiastic and let the other party clearly feel that the merchant attaches importance to every order and cares about every customer. This will leave a good impression on customers, and there is a high possibility that they will come again or even recommend it to people around them.
2. Inquiry
In general, especially foreign customers, they will directly tell the customer service what they need, and the merchant only needs to confirm the inventory and other information. However, sometimes foreign customers cannot clearly state the products they want due to language problems. At this time, merchants need to carefully ask customers about their needs. At this time, customer service needs to be enthusiastic and guide and collect information. First, comfort the customer and tell him that we can definitely find what you need, and then ask about the customer’s preferences. Pay special attention to politeness when asking questions, use more polite language, do not ask questions that are irrelevant to the topic, and do not make too many comments. You can use closed questions as much as possible and do not let the buyer feel confused. When customers question the problem, merchants should explain patiently. After getting the customer’s answer, you should record it carefully, because this is the basis for recommending products to customers, which is very important and cannot be neglected.
3. Recommendation
The premise of recommendation is to understand the customer’s preferences and then make targeted suggestions. Under normal circumstances, you should not recommend promotional items to customers first, but recommend profit items first. After all, merchants still have to put profits first. After understanding the buyer’s psychology, if the other party wants affordable products, it is not too late to recommend promotional products. When recommending products, you must reflect professionalism and then give accurate recommendations. The recommendation should describe the characteristics and advantages of the product and meet the needs of the customer to reflect professionalism. It is not necessary to recommend the most expensive product, but the most suitable one. When recommending, you must grasp the degree and do not let the buyer feel that the merchant does not care about the actual situation of the customer and only recommends the expensive product for his own benefit.