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亚马逊收到中差评就这么处理:深圳亚马逊培训

亚马逊收到中差评就这么处理:深圳亚马逊培训

太实用了!亚马逊收到中差评?照这么处理就对了!

亚马逊收到中差评就这么处理:深圳亚马逊培训

在Amazon中,如果卖家的Feedback评论数很少,那么只要一条差评就可以bring you down搞垮你了。那么如何阻止这种情况变得严重?

发现中差评

销售找出自己负责的帖子下面的中差review

亚马逊收到中差评就这么处理:深圳亚马逊培训

查找中差评的联系方式(两种)

方法一:

1.查找中差review的买家信息,点开差评,然后点击客户ID,如下图↓↓

亚马逊收到中差评就这么处理:深圳亚马逊培训

2、查看客户的亚马逊ID,如下图红框部分↓↓

亚马逊收到中差评就这么处理:深圳亚马逊培训

3.找到对应产品asin或者sku的订单,然后把鼠标放在contact buyer 上面,左下方就会出现对应的链接,里面包含买家的亚马逊ID,如果这个ID和你记录的ID一致,说明这个就是你要找的订单,然后可以找到买家的联系方式↓↓

亚马逊收到中差评就这么处理:深圳亚马逊培训

方法二:

事前准备:

1、被留差评的SKU(或ASIN);

2、买家Profile Link;

3、Google浏览器(试过火狐浏览器不可用,360等其他浏览器各位可以试下,只要有“审查元素”[下文会继续提及] 就可以试下)。首先,找到产品的差评并点击买家 ID↓↓

亚马逊收到中差评就这么处理:深圳亚马逊培训

其次:第1步,点击see more看有没有邮箱,没有继续第2步,查看买家Profile ID,并将此ID复制下来↓↓

亚马逊收到中差评就这么处理:深圳亚马逊培训

再次:打开Google浏览器(无需翻墙)登入卖家后台,进入“订单”—“管理订单”界面(英文Order---ManageOrders):

亚马逊收到中差评就这么处理:深圳亚马逊培训

再次:在Manage Order界面使用买家购买产品的ASIN或SKU为条件进行筛选,注意设定好日期,该日期尽量选长一些,万一订单是半年前的,结果你选了3个月的订单,到时是无法查出来的。填写完后就开始Search搜索,每页结果数最好是100条(订单底部设置即可)

亚马逊收到中差评就这么处理:深圳亚马逊培训

再次:我们需要在订单界面右击,选择“ 审查元素”,再使用快捷键“Ctrl+F”打开查询框,将先前记下的买家ProfileID号粘贴即可:

亚马逊收到中差评就这么处理:深圳亚马逊培训

如果该ID恰好在第一页,那么是会被“黄色”标识出来的:这时将看到订单号,copy下来然后在利用订单号去搜索出买家并找到联系方式。

亚马逊收到中差评就这么处理:深圳亚马逊培训

1、销售做好登记和记录跟进进度

2、date——留差review的日期

3、Sku或Asin——产品的sku或者asin

4、差reviewe链接——单独的差review的链接

5、买家ID——差review上的ID而不是后台显示的ID

6、order ID——订单号

7、内容——便于确认问题和确认客人到底改了没有

8、买家联系方式——买家邮箱,电话等

9、跟进——仔细记录跟进情况,方便后续处理

跟进中差review

关于title: 亚马逊默认title VS 自己另写title

亚马逊默认title:第一封邮件:order information、refunds、returns等类似吸引人的选项。

另写title:

原则:

1.最好含有 Free, Replacement/ refund, item name, customer name,

order ID--吸引客人打开,避免归为垃圾邮件;

2. 小语种站点记得对应语言,尽可能不要google;

3. 客人多次不回复,试做标题党:Urgent Help.... A gift for.....

4. 介词以外首字母大写。

标题example:

1、 A Free Replacement Car Jump Starter for Roy Cousin for Order ID

202-3445268-5489146

2、Remboursement complet de Booster Batterie pour Dali 404-4784579-8746718

3、Ein kostenlose Starthilfe als Ersatz für Valentin Martin 303-4321018-0291539

4、Urgent Help for Customer Mark 202-3450969-7906731

亚马逊收到中差评就这么处理:深圳亚马逊培训

关于邮件内容

1. 自我介绍,写信目的,简述review内容;

2. 弱化问题,强化意义和重视度;

3. 客人情绪激动或者问题严重时,转换角色;

4. 舍不得孩子套不着狼。

example 1---给客人去信(第一封)

Tsui Ying Wai BAPB0349

I finally had a try on this portable jump starter on my car (2006 Corsa SXI+) as I left my car for a long time and it doesn't start. I have followed everything on the instruction booklet and I am very sure I didn't do any step wrong. The product went on fire after I connected it to my car battery, and i had to pour the waterimmediately !!! My car still doesn't work now and I have to see if there is anydamage to the car battery. And the product was completely burnt and melted afterward, it was very dangerous. I will never buy this kind of product again!!!!(差评内容)

This is Jack, the customer service manager of Amazon seller- Bravo Tech(自我介绍)

I am so sorry and shocked when I know this serious accident, I will handle this accident for you personally. I have contacted our supplier at once and asked them to check all items again at once to avoid the similar situation happening again,转换身份(问题解决者).

I will follow up this problem until it is solved properly.(提高重视度)

Please don't worry, as a reliable seller, I would like to try my best to help you. I know yourfingers had been burnt, do you see a doctor? I hope everything goes well with you. I would like to issue the full refund for you as a compensation, is it OK?Besides, as for your car, I don't know whether it is damaged, if you confirm the problems,just email me at any time, we will take this responsibility if it caused by our car jump starter. I hope you could feel our sincerity to help you to solve the problems.表明负责立场,了解情况,提出解决建议(退款)

Meanwhile, I want to resend a new one for you and you don't need to return the defective one, would you mind trying it again? I will check the item carefully before sending out, if you use it following the instructions, I confirm it can work safely. If you agree, could you please help me to confirm the shipping address:进一步提出解决方案(重新寄送)

example 2--求移除(第二封)

In order to solve the problem, I have re-sent a new one for you by expedited shipping so that you can receive it soon. Usually it takes 2-3 working days to delivery and I do hope you can receive it soon, I will offer a tracking number for you once it updates :(告知已经重新发货,多久可以到货,并提供单号让买家放心)

Besides, if you are satisfied with our service, could you please do me a favor to removethe negative or change it to 4/5 stars for our ****? the order ID is***.(请求移除)

I am a new comer in probation period, the negative review really has great influence to my working performance, I really need your help to pass the working evaluation in *** to keep my job, could you please help me? it is also a great encouragement for me to do better in the future, is it OK?(进一步把自己放在弱势地位,表明差评对自己业绩和工作的重大影响,博取客户同情,请求客户帮助,并表明以后将做得更好)

Here are steps:(告知客户移除步骤,基本就大工告成)

1. Log on to your Amazon.it buyer's account.

2. Click on the 'Your Account' link.

3. Scroll to the 'Personalization' section.

4. Click the link titled "Product Reviews Written by You".

5. You will be directed to a page where you can edit your reviews.

Thanks in advance for your kindness to me.

避免中差review

1.对情绪激动或者问题严重的投诉邮件设置待办跟进(等客户心情平复之后再跟进)。

2. 客人满意,给客人说能不能不要留差review(虽然有不愉快的经历,但是在你的帮助下圆满解决了问题,可以请求客户不留差评)。

3.处理投诉邮件时也可以转换角色平复客人情绪(了解客户问题,换位思考,并给出解决方案,让客户觉得你是站在他这边的)。

小贴士

1. 关于去邮件的频率:

很多客人在我们去了第一封邮件以后不回复,或者解决了问题以后要他帮忙移除,就石沉大海。一般来说,可以1到3天去一封邮件,前2封可以先不换标题,第三封可以换一下。

如果跟了3封邮件都没回复,建议两个星期或者三个星期再去跟一下,之前有一个月以后去跟回复并移除了的先例。如果是求移除的邮件连续去了好几封邮件都不理的话,可以换个类似Urgent Help等显眼的标题。

2. 关于重复去邮件的措辞

尤其是第一封邮件,去一样的显得太过于敷衍而且客人也容易觉得我们骚扰,但是改的话感觉又没什么好改的。后面去的邮件可以说类似于“可能我们的邮箱没有成功发送所以您没有收到并回复我”,“我想确认是否您的问题解决没有,因为之前没有回复我的邮件”。

亚马逊收到中差评就这么处理:深圳亚马逊培训

We are sure you are extremely busy and we just wanted to reconnect to see if we could be of any assistance to you.I really wish to hear something from you about that. Your attention to that case is really important for us, any updating or comments from you is highly appreciated.

3.关于重发,退款小技巧

重发最好用加急。

在重发填地址的时候把客人邮箱填上,客人会收到跟踪号。 但是如果是跨国的就不要填了,因为客人收到的是别的语言的,会生气,最好自己及时给客人提供。(发完之后就把重发信息,跟踪号告知客户,最好表明需要几天时间,客户心理有个预期)重发、退款界面给客人截图,扫除客人帮忙移除的后顾之忧。

4. 关于求客人移除的时机和技巧

在帮客人重发或者退款了以后,可以适当的提一下移除,虽然当时客人一般都不会移除,但是也有比较友好的客人会移除。但是这个时候,如果客人很生气,就稍微提一下,说对自己很重要就行了,把移除过程写上去。

重发马上求移除的还可以加上一句要客人不要担心,如果replacement 或者refund有什么问题,我们也会及时跟进,直到问题被妥善解决,消除后顾之忧。还可以带一句如果你现在不移除我们也完全理解但是希望如果东西收到没有问题可以帮助我。(表明解决问题的立场,换位思考,减少买家顾虑)

重发过要及时跟进签收,签收以后就给客人去信问收到没有,就可以很详细的陈述对自己的工作的意义,希望他们帮忙移除。如果后续需要去多封邮件,不要完全重复,换标题求移除等。告诉客人你是新人,这个对自己的工作表现很重要是我的常规说法。 但是可以有些细节,比如星期四写的这个邮件,就说星期五要工作考核;二十几号写的邮件,就说月底要考核;月初写的邮件,就说月初要考核,不要让客人一直拖(表明对自己工作的影响,博取同情,一般你帮他解决好问题,都会很难拒绝你)

说manager非常严格,这个差review是工作考核很重要的一个部分,如果这次考核不过,会失去自己的工作。(体现弱势地位,博取同情)

适当卖萌,说自己是刚毕业的,这是自己第一份工作,特别希望可以做的更好,是否可以帮助移除。(体现对你的意义)

给移除步骤之前强调只需要1-2分钟而且步骤很简单。(强调买家的简单动作,对你的重大影响)

5.撒泼打滚求移除参考模板

Hello,This Betty again, from Amazon seller- Bravo Tech, so sorry for bothering you again.表明身份)

I am concerned whether you have received our replacement car jump starter you. I checked the package was shipped by La Poste and it was delivered. Could you please tell me whether it works well? Any problems, please email me at any time, I will try my best to help you.(表明立场,是想确认问题是否解决)

Besides, if you are satisfied with our service, could you please do me a favor to remove the negative for our car jump starter? the order ID is 171-7676680-8779519.(表明请求)

Besides, if you are satisfied with our service, could you please do me a favor to remove the negative or change it to 4/5 stars for our car jump starter, I am a new comer in probation period, the negative review really has great influence to my working performance, I really need your help to pass the working evaluation to keep my job, could you please help me? it is also a great encouragement for me to do better in the future, is it OK?(表明请求和对你的重大意义)

Your shopping experience is an important reference to other buyers, I would really appreciate it if you’d like to share your experience with other buyers. Besides, it is also a great encouragment for us to do better in the future, is it OK?(表明对其他买家和自己的影响)

Hope you could understand, I'm a 23-year-old girl, and this my first job, I wish I could do it better. I need to pass the working evaluation to keep my job, could you please help me? it is also a great encouragement for me to do better in the future, is it OK?(弱化自己,强化买家地位)

Meanwhile, I can understand that you just want to give an honest review to our product. In fact, according to Amazon original intention, the Amazon customer review is an important reference for other buyer, it should reflect over shopping experience and customer service. I know that you are a little dissatisfied with our product, and we have refund for you as a compensation. And I do hope you can feel our sincerity to offer the best service for you.(强调亚马逊规则,同时强调自己所做的事情以及帮助客户的诚意)

亚马逊收到中差评就这么处理:深圳亚马逊培训

亚马逊收到中差评就这么处理:深圳亚马逊培训

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亚马逊收到中差评就这么处理:深圳亚马逊培训

亚马逊收到中差评就这么处理:深圳亚马逊培训

亚马逊收到中差评就这么处理:深圳亚马逊培训

亚马逊收到中差评就这么处理:深圳亚马逊培训

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亚马逊收到中差评就这么处理:深圳亚马逊培训

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