fictionpage Chapter 83 New Proposal
Chapter 83 New Proposal
Lin Mu saw the message and chuckled leisurely, a slight smile playing on his lips. Although he had no intention of showing off or humiliating anyone, seeing the message still gave him a subtle sense of satisfaction.
Lin Mu didn't let his emotions affect his work, and he didn't intend to make things difficult for Lotte's flagship store just because the sponsorship fee they gave him last time was low.
However, he does have an idea. Recently, because the Three Little Bees flagship store has become a huge hit, most of the merchants who have come to him for help in joining the store are fast-moving consumer goods (FMCG) food companies. Now he has 12 FMCG food merchants under his management.
It's already the end of January, and the Chinese New Year is just around the corner. Perhaps we could bring together these fast-moving consumer goods (FMCG) food merchants on Tmall and hold a food expo offline.
If offline customers feel reassured about the food, they can buy snack gift packs on-site to take home as New Year's goods; moreover, at the exhibition, merchants can also showcase new products to test on-site reactions.
In addition, Lin Mu saw a news item every day when he bought the newspaper: the Laba Festival prayer ceremony at Lingyin Temple was about to begin.
This is an annual event held by the temple, which can attract hundreds of thousands of visitors.
He could set up a small exhibition outside the temple fair, where visitors could see the booth after they finished visiting the fair, sample some snacks, or buy a snack gift pack to take home as New Year's gifts.
However, he couldn't push this forward with his personal connections, so he wrote the plan in detail and sent it to Zhang Yong.
Shortly after, Zhang Yong saw the email. After thinking about it for a moment, he felt it was feasible and approved the event. After replying to the message, he began to push the matter forward.
……
A few days later.
Yang Xiaofang is troubled by something. Since opening her Taobao store, she has launched several new styles of stockings in the past six months, with monthly sales stabilizing at 2000 orders and a monthly income of seven or eight thousand yuan. However, she has encountered a bottleneck, and sales can no longer increase.
She was thinking of optimizing the existing processes to break through the bottleneck. Regarding express packaging, she had read the guide post written by "Dayan" and it could be considered as a minor improvement. However, customer service has always been her pain point.
Previously, when there was less foot traffic, it was manageable, but now that there is more customers, the customer service department is always overwhelmed. They either take more than 20 minutes to reply to customers, or their communication style is stiff, and they can't chat with customers for more than a few sentences before turning them away.
Yang Xiaofang has a habit of browsing seller forums every day, mainly to see if "Dayan" has posted any new posts. After all, once you've tasted success, it's easy to develop a path dependency.
This update actually revealed new content: "Dayan's Personal Guide to Customer Service: From Customer Retention to Customer Loyalty, the Secret to Doubling Positive Feedback Rates".
Yang Xiaofang's eyes lit up; wasn't this exactly what she needed?
I immediately clicked on the title to read it.
The first part of the guide mentions that we should shift from passively responding to proactively caring for customers, and the highest level of service is to resolve problems before they are even noticed by the customer.
For example, shop owners should delegate logistics information permissions to customer service, allowing them to proactively monitor logistics anomalies and contact customers in advance, nipping most complaints in the bud.
Part Two points out that customer service should be divided into pre-sales and after-sales positions, and the two positions need to prepare different scripts; whenever a customer raises a question that no one has ever asked before, or when a new problem is solved, it should be recorded in the document to form a case study, and the knowledge base should be gradually improved.
The third part discusses the "three-stage communication method," which can resolve 90% of after-sales crises.
The first step is to acknowledge the other person's emotions before addressing the issue. Immediately say, "I completely understand how you feel. You must be anxious about this," to calm them down.
The second step is to state the problem and provide a solution. After calmly and objectively restating the problem, provide one or two clear options, such as "We can help you return the goods, or process a refund only".
The third step is to close the loop and leave a good impression. After the problem is solved, add a "thank you for your support and understanding" to ensure a good start and a good finish.
Yang Xiaofang read it carefully. The full text was five or six thousand words long. It explained the details of pre-sales and after-sales knowledge base, logistics anomaly response, etc. in a thorough and easy-to-understand way, and was highly actionable.
A few days later, Yang Xiaofang provided special training to customer service staff, and they quickly put this methodology into practice to verify its effectiveness.
In the girls' dormitory.
Since buying soft white bread through Tudou.com, Li Hong has gradually developed the habit of browsing Taobao.
She was browsing her homepage as usual when she suddenly saw a pair of pearlescent stockings with a unique design, as if she had dragged the stars from the sky onto the stockings.
Seeing these stockings reminded her of the time she went to karaoke with her girlfriends and saw a stylish woman wearing the same style. She was curious about where to buy them and how expensive they were, but then she got busy with other things and forgot about them.
I was surprised to find it on Taobao, and the price wasn't too expensive, only 30 yuan for two.
However, although the stockings were beautiful, Li Hong had some concerns: would the rhinestones on them fall off if she washed them?
She didn't want to wear it only once or twice before it became unwearable; that would be too wasteful. It had to be wearable at least several times.
She immediately clicked on the customer service icon to inquire.
"Hello, this is Xiaoxing, our pre-sales customer service representative. At your service~ Dear customer, orders over 49 yuan qualify for free shipping today! If you are in Hangzhou, you can get an additional 4 yuan off."
"Huh, is there such a good thing?" Li Hong was studying in Hangzhou and didn't expect that this shop was also in Hangzhou, so she immediately felt more trusting.
"Is it 49 yuan or more?" She looked back at the other new products in the store and thought they were pretty good, so she could buy a few more to keep on hand.
But she didn't forget the core question, asking, "Can these stockings be washed? Will the rhinestones fall off if I wash them?"
Customer service replied: "Dear customer, no, that won't happen. Our stockings are made of high-quality materials, the quality is guaranteed, and they can be washed four or five times without any problems."
Hearing this, Li Hong felt relieved. But the customer service representative added, "If your product breaks after only one or two washes, take a picture and send it to me, and I'll help you apply for a refund without returning the item."
These words greatly increased Li Hong's goodwill, and she immediately started browsing the shop, submitting her order after reaching 49 yuan.
The payment page popped up a "Buy One Item While You're at It" feature, recommending that she also buy a pack of handmade snowflake crisps.
Li Hong thought to herself: How could Taobao think that people who buy stockings would need snowflake crisps?
Li Hong couldn't help but mutter to herself, "This combination is so weird! Buying stockings with snowflake crisps? Is Taobao's algorithm malfunctioning?"
But when my eyes fell on the picture of the snowflake crisp, my Adam's apple bobbed involuntarily. The golden biscuit crumbs were coated with milky white icing and studded with bright red dried strawberries. The layers were distinct and the texture was substantial. The milky aroma seemed to waft out of the screen.
Snowflake crisps aren't cheap; 20 yuan gets you only 12. But Li Hong thought to herself, since she'd already spent 49 yuan on stockings, why not spend another 20 yuan on a snack?
She bit her lip, casually selected the snowflake pastry, and paid 69 yuan with one click, feeling a little satisfied.