MindMap Gallery Pre-sales customer service process training (self-use)
This is a mind map about pre-sales customer service, including the basic mentality of customer service communication, Pre-sale knowledge preparation, Pre-sale transaction process, etc.
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Pre-sales customer service process training
The basic mentality of customer service communication
Care: Get rid of selfishness and arrogance, care about other people's problems and needs, and pay attention to other people's thoughts
1. Listen: Listen patiently to customers’ needs and questions, and don’t rush to answer.
2. Empathy: Put yourself in your customers’ shoes and understand how they feel.
3. Actively pay attention: proactively ask customers about their living and working conditions, and care about their development.
4. Respect customers: Respect customers’ opinions and choices and do not impose your own opinions.
5. Integrity-based: Be responsible to customers, be honest and trustworthy, and do not conceal facts.
6. Continuous learning: Improve your professional knowledge to better serve customers.
Proactive: proactive support and proactive feedback
1. Actively understand customer needs: When communicating with customers, proactively ask and understand customer needs in order to provide more accurate product information and solutions.
2. Proactively provide solutions: Based on customer needs, proactively provide corresponding products or service solutions to help customers solve problems.
3. Actively follow up on feedback: After customers purchase products or services, proactively pay attention to their usage and feedback, and solve customer problems in a timely manner.
4. Actively share professional knowledge: When communicating with customers, actively share professional knowledge about products to improve customer satisfaction and trust.
5. Actively improve service quality: Continuously learn and improve your business capabilities to better provide customers with high-quality pre-sales customer service.
Purpose: distinguish priorities, time, whether the other party clearly understands what you are expressing, etc., and pay attention to using the correct way of speaking.
Pre-sale knowledge preparation
Product knowledge category: Familiar with products from the factory including (classification of bathroom cabinets, material classification, countertop classification, etc.)
Familiar with customer service knowledge: After familiarizing yourself with the above products and sizes, go to the customer service pre-sales department to familiarize yourself with the customer service process.
Product and brand positioning: Be familiar with the selling prices and differences of each store brand, and introduce and recommend the core points of low price and high price.
Product matching suggestions: Recommendations are made based on the decoration style of the customer's home (if the customer needs a recommendation). Normally, the customer chooses the link, size, color and other product details.
Introduction and advantages
Nature: After having a detailed understanding of the product, you can quickly and accurately answer customer questions.
Properties: Product properties, A and B material formulas, quartz sand and epoxy resin composition
Features: What are the advantages over similar products, such as: advantages of large manufacturers, fast logistics, professional customer service, genuine product authorization
Communication of promotional activities
form
1. Training format: online/offline training courses, regular training classes are held to provide practical operation opportunities.
2. Knowledge preparation form: Develop a knowledge base, share industry trends and product information, and organize internal learning and exchanges.
3. Promotional communication form: Use multiple channels to release promotional information, such as emails, text messages, social media, etc.
4. Pre-sales support form: Provide multiple communication methods such as telephone and online chat to ensure that customer questions are answered in a timely manner.
5. Customer relationship maintenance form: establish customer files, send caring text messages or emails regularly to improve customer satisfaction.
6. Form of business development: Participate in industry exhibitions, seminars and other activities to expand customer resources and increase company visibility.
theme
1. Pre-sales customer service training: Improve professionalism and improve service quality.
2. Sufficient knowledge preparation: master product features and provide customers with accurate information.
3. Communication of promotional activities: effective promotion to increase sales opportunities.
4. Customer demand-oriented: focus on customers and provide personalized services.
content
2. Knowledge preparation: Be familiar with product functions, prices, preferential policies and other information.
3. Communication of promotional activities: Accurately communicate promotional information to increase customers’ purchase intention.
4. Understand customer needs: proactively inquire and explore potential customer needs.
5. Provide solutions: Recommend appropriate product solutions based on customer needs.
6. Be patient and polite: listen attentively and answer customer questions with sincerity.
7. Regular follow-up: Continuously pay attention to potential customers to increase conversion rate.
8. Collect feedback: Collect customer opinions in a timely manner to optimize service quality.
Basic customer Q&A (quick phrases for big events) to check whether the settings are correct
Precautions
1. Training points: Ensure that customer service personnel master product knowledge, understand sales strategies, and improve communication skills to better serve customers.
2. Knowledge preparation: Be familiar with the company's product features, advantages and competitors so that you can accurately answer questions and provide suggestions when communicating with customers.
3. Communication of promotional activities: Ensure that customer service personnel understand the detailed information of promotional activities, including event time, scope and preferential policies, so as to deliver accurate information to customers.
4. Communication skills: Develop customer service staff’s listening, empathy and problem-solving skills so that they can better meet their needs when communicating with customers.
Backend knowledge and understanding of rules
Pre-sale transaction process
Say hello when you walk in: professionalism, friendliness, color recommendations, dosage calculations, and simple descriptions of activities
Understand customers and understand customer needs: gifts, unit price, sales habits, time node requirements, service detail requirements
Retell the demand and recommend products, buyer shows, reviews, etc. to indicate the popularity of the product
Handle objections to facilitate transactions, explain product quality and best value for money, provide gifts to guide transactions, and provide surprises with personalized services
Urgent payment: Invitation payment such as delivery time, inventory, hot sales, activities, pleasant exchanges (gifts, free shipping opportunities), etc.
Say goodbye politely: customer service account, send comments, favorites, etc.
Large events rely on accurate and fast communication of event content, and normal times rely on familiarity, professionalism, enthusiasm for products, etc.