For negative reviews due to quality problems, there is no need for too much explanation, because the defects of the goods are an established fact. At this time, what the seller needs to do is to communicate with the buyer as soon as possible, ask the buyer to provide photos of the goods with quality problems, and then communicate and solve the problem, try to satisfy the other party and then modify the evaluation. Of course, the seller also needs to check whether there are still goods with quality problems in his inventory, remove them and avoid sending them to customers.
For negative reviews due to product descriptions not matching the product, it is also easy to solve. Sellers should pay attention to the following points.
(1) Product description is true and comprehensive: Good quality and low price are what every buyer pursues, but you get what you pay for, and these two concepts are not contradictory. Low price only exists within a reasonable range. When opening a store, sellers should first position their store, whether it is high-end and atmospheric, or low-end and preferential. Different grades will have different groups of consumers. And when describing their own products, the words can be beautiful, but they must not be untrue. Size and materials must respect reality. This is also a basic issue of integrity, and it is the foundation of a store. If you are exaggerating, don’t blame the buyer for saying that your description doesn’t match the product.
(2) Clear pre-sale explanation: Although some customers place orders directly without communicating with customer service, thus skipping this step, in most cases, customers will ask questions. If you encounter a customer who asks, you must clearly answer his questions and nip all negative reviews in the bud.
When communicating with customers, you generally need to clarify the following questions: What does the customer mainly use the product for? What feature of the product do they like most? What are their basic requirements? What is the customer most worried about? Only when you reach a consensus on these issues will the customer be satisfied after receiving the goods.
(3) Logistics notification, warm reminder: Although some express delivery information can be checked by the order number, if the seller can edit a text message to give the customer a warm greeting, it can sometimes have an unexpected effect. While the customer is touched, it is also a kind of publicity for the seller himself, which is very helpful in building his own old customer base. This approach is sometimes more effective than giving small gifts. Moreover, when giving a small gift, it is likely to cause unnecessary disputes, which is also a situation that many sellers have encountered. SMS notifications generally do not cause ambiguity and can also increase customers’ impression of the store. Why not do it?
(4) After-sales service shows its true colors: The completion of a transaction does not mean the end, it may mean the beginning of a new relationship, so customer return visits should be timely. Many sellers completely abandon the order after delivery, and only remember to deal with it when a bad review appears in the background one day. This attitude itself is a mistake and a potential hidden danger.
In fact, in most transactions, some small problems will occur. Perhaps the product size is not suitable; perhaps the logistics speed makes the customer dissatisfied; perhaps the item is slightly damaged. These problems are very sensitive to handle. If handled properly, customers will still give good reviews, but if there is a slight disagreement, they will argue endlessly. Therefore, as a seller, you must be patient. No matter what the problem is, don’t pursue responsibility or shirk responsibility. The first thing you should care about is whether the product can be used, whether it causes trouble to customers, and whether it has achieved its service value. There is an old Chinese saying that goes, “Don’t hit someone who smiles at you.” This saying also applies to cross-border e-commerce.