(Another Taobao online message)
Avoid Debates
When communicating with buyers, sellers are primarily there to sell products, not to participate in debates. Remember, debating with buyers solves no problems and only leads to customer dissatisfaction. Sellers should first understand that customers may have different perceptions and opinions about the product. Allow them to voice their views; if you deliberately engage in a heated debate with a buyer, even if you win the argument and prove your point, making the customer feel humiliated or embarrassed, what do you gain? You lose the buyer and the business.
Always remember your role and identity as a seller. Avoid debates.
Avoid Interrogations
When communicating with buyers, sellers should understand and respect the needs and opinions of the buyer. Each person has different needs; if they buy the product, it shows they need and approve of it. If they don't buy, it means they have reasons. Never interrogate the buyer. Here are some examples:
1. Why aren't you buying this item?
2. Why don't you like this color?
3. What makes you say my credit is fake?
4. What gives you the right to say my product quality is bad?
Speaking to buyers in an interrogative or accusatory tone shows a lack of politeness and respect, damaging the buyer's feelings and self-esteem. Remember! If you want to win the favor and praise of buyers, avoid interrogations.
Avoid Commands
When conversing with buyers, smile more, be more courteous, speak softer, and use a gentler tone. Use consultative, collaborative, or respectful language when talking to buyers. Never talk to them in a commanding or directive manner. Always be aware of your place in the buyer's mind. Remember, you are not their guide or superior. You have no right to order them around or give them instructions. You're just a seller, their shopping advisor.
Avoid Boasting
When discussing your products and store with buyers, introduce them modestly. A little praise is fine, but never boast arrogantly about how beautiful, practical, cheap, or high-quality your products are. Remember, there’s always someone better. Also, everyone's taste and aesthetic are different. What you think is good, the buyer might not agree with.
Avoid Bluntness
Sellers must master the art of communication with buyers. Buyers come from all walks of life, each with their own knowledge and perspectives. When we notice something inappropriate in their understanding, we should not directly point it out bluntly, saying “this is wrong” or “that is incorrect.” Most people dislike losing face or feeling embarrassed in front of others. As Kant once said, for men, the greatest insult is being called clumsy; for women, the greatest insult is being called ugly. We must consider our audience, ensuring our words are appropriate and tailored to the individual. Master the techniques of conversation and communication, offering advice subtly.
Avoid Criticism
When communicating with buyers, if we notice some flaws in them, we should not criticize or lecture them, much less accuse them. Criticism and blame solve no problems and only provoke anger and resentment. In conversations with buyers, use more words of gratitude and praise. Praise more, criticize less. Know the standards of praise and the limits of criticism. Criticize cleverly and indirectly.
Avoid Jargon
When promoting your products, never use technical jargon. For example, if a buyer asks whether a piece of clothing is 100% cotton, simply tell them the percentage rather than confusing them with terms like "cotton count." Using jargon not only confuses the buyer but also makes them feel you're showing off.
Avoid Monologues
Conversations with buyers are a two-way process. Not only should we speak, but we should also encourage the other party to express themselves. Through their words, we can understand their basic needs: are they looking for a dress, a top, or pants? Effective communication is key, so avoid monopolizing the conversation or delivering monologues. If you have a strong desire to show off, speaking non-stop and disregarding the other person’s reactions will only make them dislike you.
Remember, never dominate any conversation entirely.
Avoid Coldness
When talking to buyers, your attitude must be enthusiastic, and your words sincere. Your actions and speech should convey genuine emotion. Be passionate and heartfelt. Words that resonate emotionally are most effective. Only by using your sincerity can you evoke emotional resonance in the other person. In conversations, coldness will lead to awkward silences, which in turn ruin business opportunities. Avoid coldness.
Avoid Rigidity
When engaging in voice communication with buyers, your voice should be clear, your language refined, with varying tones and rhythms. Speak vividly, with passion and energy. Avoid monotony, rigidity, and lack of vitality. Conversations should be lively and engaging.
In summary, when talking to buyers, use skillful language and artistic communication. Good verbal skills can help your business thrive, and positive communication can lead to repeat purchases. When interacting with buyers, be mindful of what you say and how you say it. Ignorance of what to avoid leads to failure; ignorance of what to embrace leads to stagnation. Understanding these "Ten Taboos" will help improve your business and increase returning customers. Lastly, I wish all Taobao sellers booming businesses and endless wealth!
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