Whether it is for buyers who are waiting to see or for the “people who eat melons” who have customer potential, the comment area is an important reference that cannot be ignored. However, of course, the operators are the ones who care most about the comments. Good and bad reviews are not only a feedback from buyers, but also a major issue related to sales. As Lazada sellers, do we know how to hold online reviews?
(I) Dear, if you like it, please give me a good review
For long-term online shopping “shopping addicts”, the number and quality of reviews are definitely more important reference indicators than sales. However, many buyers forget about the reviews after shopping. As sellers, we must not forget them! If you want customers to leave comments for us, you can use some tricks.
For example, a small card is attached to the package when shipping, reminding the buyer to return to the page to write a comment after receiving the goods. Some sellers work hard on customer service. Not only do they remind customers to pick up the package when the logistics arrive, but they also enthusiastically ask if there are any problems with the product. If everything is good, the seller can strike while the iron is hot and ask customers to leave comments for themselves. Customers need management, and sellers pay attention, and good reviews will naturally come in waves.
(II) Help good reviews to get on the headlines
After receiving good reviews, of course you should help them get on the headlines. The primacy effect in psychology shows that people will have a deeper impression of the information that is listed first, and it is also easier to have a good first impression of it.
Although sellers cannot control the quality of reviews, they can decide the position of good reviews. If good reviews are placed in the place where consumers can most easily notice them, the sales of products may rise step by step.
(III) Reply to reviews skillfully, and bad reviews can still be rescued
Everyone has their own preferences. Even gold medal sellers can hardly avoid the appearance of bad reviews. How should sellers respond to the bad review crisis one day? We believe that actively solving the problem is the best policy, automatically replying is the middle policy, ignoring it is the worst policy, and speaking ill of it is the worst policy.
After receiving bad reviews, sellers should first thank them for their comments, and then answer the questions raised by buyers one by one. If the customer service is in place, some buyers will modify the bad reviews to good reviews. Patient replies not only make buyers feel that their opinions are very important, but also provide sellers with a good opportunity to improve their products and services.
The biggest taboo in replying to comments is to start a “war of words” with buyers in the comment section. The comment section is not someone’s backyard. Other people who are not involved can see this “indecent” conversation. It is a small matter if it becomes a joke, but it is a big deal if there is unreasonable and arrogant prejudice against the seller. Regardless of whether the dispute is resolved or not, sellers can only feel at ease if consumers are happy.
Comments are the first step in building trust between buyers and sellers in the Internet world. The more comments there are, the stronger people’s sense of reality. But if you want to further increase “true fans”, sellers still need to practice their reply skills. If you want to use the power of comments to boost sales, it is crucial to hold on to online reviews.