After the sale, the seller may still have many questions about the transaction. At this time, it is necessary to master some communication skills, provide good after-sales service, resolve disputes in time, and let old buyers become the “stabilizer” of the transaction. The following points should be noted in the after-sales communication.
1. Actively contact the buyer
The seller should take the initiative to contact the buyer more during the transaction. After the buyer pays, there are many processes such as delivery, logistics, receipt and evaluation. The seller needs to inform the buyer of the delivery and logistics information in time and remind the buyer to pay attention to the receipt. These communications can not only allow buyers to grasp the transaction trends in time, but also make buyers feel that they are valued by the seller, promote trust and cooperation between the two parties, and thus improve buyers’ shopping satisfaction. In addition, problems and disputes can also be handled in a timely and proper manner.
2. Pay attention to the way of communication
Under normal circumstances, sellers should try to communicate in written form as much as possible, and should avoid voice dialogue with foreign buyers. Communicating in written form can not only make the information exchange between buyers and sellers clearer and more accurate, but also leave evidence of communication, which is conducive to the handling of possible product disputes in the later stage. Sellers should stay online, pay attention to inbox information frequently, and respond to buyers’ inquiries in a timely manner. Otherwise, buyers may easily lose patience and sellers may miss the opportunity for buyers to buy again.
3. Pay attention to communication time
Due to the time difference, sellers will find that most foreign buyers’ instant messaging accounts are offline during their daily work (8:00-17:00 Beijing time). Of course, even if foreign buyers are not online, sellers can still contact buyers by leaving messages. However, it is recommended that suppliers should try to contact buyers when they are online, which means that sellers should learn to contact foreign buyers at night. Because buyers are most likely to be online at this time, and the communication effect is better.