1. Timely notification of new product information
When the seller releases a new product, the customer service staff should take the initiative to promptly promote the relevant information of the new product to the customer. Generally speaking, the common means of promoting new products include new product previews/preheating, new product promotion videos, etc. Customer service staff should take the initiative to introduce the products to be put on the shelves to customers, so that customers are full of expectations for the new products on the store. In the preview of the new product information, the time of new products is the content that customer service staff need to pay attention to.
Customer service staff should pay attention to the use of some marketing promotion techniques, such as using internal letters, customer mailboxes, WhatsApp and other channels. When promoting new products, the characteristics, price, novelty, convenience, etc. of the new products should be used as selling points, in order to attract the attention of customers, attract customers to pay attention to new products, stimulate their desire to buy, and finally make them place orders.
2. Actively inform promotional information
Sellers will regularly carry out some promotional activities in the hope of increasing the sales of products, so customer service staff should promptly inform customers of these discount promotion information. Just like promoting new products, the information conveyed should be words that attract customers’ attention and stimulate their desire to buy, such as “Savings”, “Hot Buys”, “Big Sale”, “Huge Sale”, “Great Deal”, etc.
Of course, customer service staff should be very clear about the promotional plans implemented by the company. Generally speaking, cross-border e-commerce sellers usually promote sales in the form of “Discounts”, “Buy 1get 1 free”, “Coupons”, etc. For “Discounts”, customer service staff need to know the information of the products participating in the promotion, whether it is a store-wide discount or a seasonal discount, whether the discounts on all products are the same, etc. In addition, promotional activities are time-limited, that is, the discount is only valid for a certain period of time. Therefore, customer service staff should also inform customers of this information so that they can enjoy the discount during the event time to avoid missing out on the discount.
“Buy one get one free” is also a promotional method often used by sellers. Customer service staff must first understand the scope of such activities, that is, what products are given away when buying what products, and whether they are given away. For products of the same price, customers can also receive small items that match the products. If the customer service staff does not understand clearly, it is easy to misunderstand the content of the event and convey the wrong information to customers, which can easily cause customer dissatisfaction or even disputes. Therefore, like “buy one get one free” and “discounts”, customer service staff must also have a clear understanding of the scope of the event, event time, and gift items to avoid misunderstandings.
“Coupons” allow customers to enjoy cheaper prices when shopping. Customer service should understand the conditions for using coupons, such as the scope of goods, event time, and how to use coupons, to avoid disputes.