The seller's angry reply can't make the buyer change the evaluation, and it may also make the buyer increase the worse evaluation. After clearing up the mentality, the seller can shift his focus to the explanation of bad reviews, maximize the attention of buyers, dilute the influence of bad reviews of buyers, and enhance the transformation of babies in disguise.
Bian Xiao summed up several reasons why buyers give bad reviews, mainly quality problems, customer service attitude problems, logistics problems, etc. Let's share with you how to make good use of bad reviews as a treasure for marketing.
First, the quality problem.
When the baby has quality problems, some buyers will communicate with the seller first. At this time, the seller should actively handle and return the goods without any delay, and sincerely apologize for the quality of the products. If a buyer gives a bad review directly for no reason, you must communicate with the buyer in time to see if you can give the buyer some compensation, and then delete the evaluation. If the buyer refuses, the seller must return the evaluation, and emphasize that our store promises to return the baby's quality problems free of charge to eliminate the doubts of other buyers.
Second, customer service.
Many buyers will encounter customer service failure to reply in time or poor customer service attitude when shopping. When they meet extreme buyers, they will express their dissatisfaction with the bad reviews. In fact, this kind of problem is possible, especially for small and medium sellers. If it is really unavoidable, the seller must give a convincing explanation after the incident, such as sincerely apologizing to the buyer, the customer service team is not professional enough, and the handover work is not done well, which leads to the buyer's problem not being solved, indicating that the customer service involved has been punished and promised not to do so in the future.
Third, the logistics problem.
Logistics problems are encountered by every e-commerce, especially when the logistics speed can't keep up with the big promotion. Many buyers will give bad reviews, and sellers can communicate with buyers to apologize. The comments say that they have already communicated with the courier company. If this happens again, they will cancel their cooperation. Such a reply is still useful to potential customers.
Fourth, excessive rights protection.
Taobao will meet all kinds of buyers for a long time. Some buyers will make unreasonable applications. Finally, Xiao Er will step in and decide to support the seller, and some buyers will give bad reviews maliciously. The seller can reply: we strictly follow Taobao rules. Taobao officials have decided to support sellers, and buyers have given bad reviews for excessive rights protection. We can't help it, but our store promises to return it for seven days without reason.
Finally, Bian Xiao, an online merchant, reminds sellers that when they encounter bad reviews, they must apologize to customers first, give reasonable explanations and give reasonable solutions in feedback.