Basic Guidelines For Electrical Sales Personnel

　　 First, empathy.

1, I can understand;

2. Hello, I am really sorry to have caused you so much trouble. If I were you, I would be very angry. Would you please cancel your breath first and give me a few minutes to tell you why?

3, "if I were, I would be very anxious." "I feel the same way with you..." "It's very annoying..." ;

4, such a thing has caused inconvenience to you, but we should be positive about it. Is it right? I understand your feelings very well. Please be assured that we will check it clearly and give you a satisfactory answer.

5, please don't worry. I understand your mood very well. We will do everything we can to solve it for you.

6, I understand how you get angry. If it's me, I will feel just like you.

7, I understand your feelings very well.

　　 Two. importance

1, sir, you are all of us for many years. Customer 了

2, you have been supporting our old customers for a long time.

3, you are so familiar with our business, we must be our old customers. Sorry, we have such a mistake. I am so sorry.

4, sir / madam, I am sorry that the previous service has made you feel bad. Our store has attached great importance to the opinions of our customers. We will reflect the situation you mentioned to the relevant departments as soon as possible.

　　 Three, replace "you" with "me".

1, you confused me. (replaced) I don't quite understand if I can repeat your question again.

2, you are mistaken - (replaced) I think there may be misunderstanding in our communication.

3, I have made it clear that (maybe) I didn't explain it clearly, which made you misunderstand.

4, do you understand? - (replaced) do you understand my explanation?

5, ah, what did you say? - (excuse me), I didn't catch it. Could you repeat it, please?

6, you need - (replace) I suggest... Do you think so? ;

　　 Four, such a mouth is the sweetest.

1, let you have such doubts, but also make you angry, I am very sorry, thank you very much for your valuable advice, such a customer is our store's pleasure.

2, in response to what you have just reflected, our shop will also constantly improve, hoping that better service will be brought to you after improvement.

3. Thank you for your support for my shop. Your feedback will be an important reference for our shop in the future.

4, after you solve the problem, you can use it with ease. Thank you for supervising our service. This will make us do better.

5, sir, you are our regular customers. Of course, we can't live up to your trust.

6, thank you for your understanding and support. We will continuously improve our service to satisfy you.

7, thank you very much for such a good suggestion, we will reflect it, because with your advice, we will continue to progress.

　　 Five. Refuse. Art

1, sir, you are our customer and try to satisfy you. This is our job requirement. Sorry, what you said is true. If we can help you, we will try our best to help you.

2, what you have said is indeed reasonable. If we can help you, we will do our best and we can not help you.

3, miss, I can understand your idea very much, but I am very sorry that your specific request is temporarily unable to satisfy. I will first feedback the situation you encountered to the relevant departments, and the Department replied to contact you again.

The above aspects are summarized on the basis of the empathy of human beings, and customers often need empathy when they encounter the problem or objection of their mobile phones. Therefore, when the post-sale personnel of the store handle the matter calmly, as long as they can skillfully use these words, they can properly handle the after-sale problems.