處理亞馬遜差評的4條黃金守則

當(dāng)你的產(chǎn)品收到差評時，是不是覺得之前一切的努力付諸東流?

假如一個1星差評在你的listing中顯現(xiàn)超越3天，將會嚴(yán)重影響你的產(chǎn)品銷量。

差評對一切亞馬遜賣家都一樣，但是假如你學(xué)會如何正確處置差評，就能夠盡可能減少差評對產(chǎn)品銷量的影響。

有研討標(biāo)明，92%的消費(fèi)者在購置產(chǎn)品之前會先看一下產(chǎn)品評論，而一個差評帶來的負(fù)面影響需求用12個好評來抵消。

正常來說，當(dāng)我們收到差評后應(yīng)該直接聯(lián)絡(luò)留評買家，溝通處理買家的問題，消弭差評，但亞馬遜不會隨便給我們買家的聯(lián)絡(luò)方式，所以我們沒那么容易直接聯(lián)絡(luò)上買家。

通常來說，亞馬遜買家主頁的昵稱和后臺訂單稱號并不分歧。

還有一個消弭差評的辦法是聯(lián)絡(luò)亞馬遜客服，懇求移除差評，但請不要對此抱太大希望，亞馬遜簡直不會隨便幫賣家移除差評。

你還有一個選擇，那就是在差評底下留言。

但這個做法風(fēng)險也很大，留言寫得不好，效果適得其反。

那么處置差評的最好方式是什么呢?

——處置亞馬遜差評的4條黃金守則。

收到差評后你需求做的第一件事是認(rèn)真閱讀差評，抓客的差評提示工具能夠顯現(xiàn)您收到的差評，大大提升您的效率。

讓客戶覺得你能了解他們的訴求相當(dāng)重要。

當(dāng)客戶不稱心你的產(chǎn)品時，你需求站在客戶的角度去考慮：為什么我會對產(chǎn)品不稱心。

站在客戶的角度考慮問題能夠讓你和客戶感同身受。

有的差評，買家的留言很讓人生氣，但是此刻你不能直接在那條差評底下評論，并和買家爭論，這樣只會讓事情越來越糟，你要曉得，一旦你在差評底下評論了，這個評論將呈現(xiàn)在你的listing上面被一切人看到。

你的首要任務(wù)不是要向買家證明他是錯的，而是要盡量減少這個差評的負(fù)面影響，比方如何減少這個差評對轉(zhuǎn)化率的影響。

其實你最終面對的不止是這一個留差評的客戶，而是一切這個產(chǎn)品的潛在客戶。

所以假如你直接在差評底下的留言言語不恰當(dāng)，那么閱讀你產(chǎn)品帖子的潛在客戶看到你的留言后會想：假如我也留了差評，是不是也會被如此看待。

所以我們要堅持淡定，展現(xiàn)出我們的同理心。

如今我們來處理客戶的問題：產(chǎn)品受損——重新發(fā)一個新產(chǎn)品給客戶。

客戶對產(chǎn)品運(yùn)用方式錯誤，招致客戶以為產(chǎn)品不工作——給客戶打個電話，親身教客戶如何運(yùn)用產(chǎn)品。

在處理問題時要時辰牢記你的任務(wù)是盡量減少可能帶來的損失。

舉個例子：當(dāng)你去羅馬游覽時，想經(jīng)過貓途鷹(Tripadvisor)訂一家餐廳，但是當(dāng)你找到一家餐廳，翻看這家餐廳的評論時，看到這樣一條評論：“吃個飯我從沒等過這個長時間，我大約等了1個半小時才上菜，我不會再來了!”你或許會猶疑。

但是當(dāng)你看到商家在差評下的留言：“您好，我是本店的經(jīng)理，十分負(fù)疚沒有給您帶來最佳的用餐體驗，您用餐的那一天是4月25號，是節(jié)假日，剛好我們?nèi)比耸帧?/p>

我們的一個主廚生病請假了，您曉得，我們餐廳一向?qū)ξ覀兊牟似酚凶孕判?，所以?dāng)天我們出菜速度有些慢。

我們愿意在您下次光臨本店時提供50%的折扣，并親身為您效勞。

當(dāng)你看完商家的留言后，是不是會思索一下這家餐廳了?

其實，這家餐廳用了回應(yīng)差評的4條黃金規(guī)律。

以下是一些我回應(yīng)客戶的模板：Dear [CUSTOMER],Thank you for purchasing with us.I would like to personally apologize for your experience with our [PRODUCT].We strive to offer the 100% satisfaction for all our customers and will dowhatever it takes to make you happy.We would be happy to send you a replacement or issue you a full refund.Please contact us directly at [YOUR EMAIL] to resolve this issue for you.Thank you for giving us the opportunity to make this rightSincerely,[YOUR NAME][YOUR BUSINESS]假如回應(yīng)得當(dāng)，你以至于能讓客戶幫你移除這條差評。

同時，你還能夠做另外一件事：用好評的影響力抵消差評的影響。

還記得我之前說過的：1個差評的而影響需求12個好評來消弭嗎?

當(dāng)你有了更多的好評后，你能夠?qū)⒆钕鹊哪菞l差評擠到最底下，當(dāng)潛在客戶在閱讀產(chǎn)品評論時，不會一下子看到那條差評。

而獲取好評最有效的方式是設(shè)置自動郵件，為已購置產(chǎn)品的客戶發(fā)送郵件。

這一類工具就不得不提一下RocketReply了——我們在Rocket Reply里放了很多很好的郵件模板供你選擇。

郵件模板目錄：Email #1: Delivery ConfirmationSend out immediately after delivery to ensure that the product arrivedsafely.Email #2: Product Follow-upSend out 3 days after delivery to see if the customer has any questions andwhether or not s(he) is happy with the product. Add additional value byproviding tips or suggestions on how to use the product.Email #3: Thank You (and Review-ask)Send out 7 days after delivery. Again, inquire into how happy the customer iswith the product, and ask for a review.模板：Email #1:Subject: Your Product Has Been Shipped!Hi [NAME],Thank you for ordering our [PRODUCT NAME]. Your order is on its way, and youshould be receiving it shortly. You can track your delivery here: [ORDERLINK]We’re a small business, and we make great effort to keep our customers happy.Therefore we want to ensure you are 100% happy with your product.So once your order arrives, please let us know if you have any questions orif there are any problems with the product. We’ll be sure to address any issuesas soon as possible.In the meantime, let us know if you have any concerns.Best Regards,[NAME][BUSINESS NAME]Email #2:Subject: Got Any Questions About Your [PRODUCT]?

Hi [NAME],Thank you again for your purchase! We noticed that your product was delivereda few days ago, and wanted to check if you had any questions or concerns?

If you experienced any problems, just reply to this email today and we’llmake it right.We’ve put a lot of effort into creating [PRODUCT NAME], and we really hopeyou enjoy it. To help you get the most out of it, we’ve put together a fewaccompanying [TIPS/RECIPES/GAMES/ETC].You can find them here: [LINK TO TIPS]If you are happy with your purchase, I’d really love it if you could leave usyour feedback here: [FEEDBACK LINK]Best Regards,[NAME][BUSINESS NAME]Email #3:Subject: How Are You Enjoying Your [PRODUCT NAME]?

Hi [NAME],It’s been around a week since you got your [PRODUCT] and we just wanted tocheck in and see how you were enjoying it?

Again: If there are ANY issues, just reply to this email and we’ll make itright.But if you’re happy with your product, I’d like to ask a quick favor. As asmall Amazon seller, we heavily rely on reviews. And I’d really appreciate it ifyou could leave us one here: [REVIEW LINK]It should only take a couple of minutes, and it’d really make a hugedifference for us.We deeply value your honest feedback.Thank you!Best Regards,[NAME][BUSINESS NAME]原文出處""本文"處置亞馬遜差評的4條黃金守則"

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