本页面介绍了企业如何回答客户在社交媒体上对产品和服务价格的咨询,提供了回复模板和常见问题解答。强调了及时回答价格咨询对客户满意度和忠诚度的影响。
在社交媒体比较活跃的企业会收到很多直接信息。当然应该尽量回复所有信息,但有些问题显然要比其他问题更加重要。如果这些问题被忽视,很有可能会流失一些客户。
其中就包括价格咨询。为什么呢?因为对大多数顾客而言,价格是购买产品与否的决定性因素。
在寻找产品或服务时,买家会从多个方面进行分析,比如产品的质量、品牌、来源和价格。有些因素对购买决定的影响要大于其他因素。
比如,有些消费者更关心产品的质量,而有一些则更关注价格。如果顾客发信息咨询某样产品的价格,可以确定的是,价格的信息会直接影响他们的购买决定。
根据每一个潜在顾客的习惯,产品的价格包含很多因素,决定顾客是买还是不买。
为了让您进一步了解这些因素,以下是一些主要原因:
您应该知道顾客对于价格的敏感程度。不过,如上所述,如果顾客咨询某件产品或服务的价格,应该尽快给予解答。以下是我们为您准备的模板。
Thank you for messaging us. We are happy that you are interested in our [product/service].
Its current price is [price].
You can find more information about the [product/service] on our website. Just click this link [link], and it will redirect you to a dedicated landing page with the [product/service] description, price, and shipping information.
Happy shopping!
Best,
the [company] social media team
P.S. If you are interested in an installment plan, please follow this link [link]
My name is [rep’s name], and I’m happy to answer all your questions.
First, I want to inform you that the [product/service] you are interested in costs [price]. Here’s a dedicated [product/service] page [link], where you can learn more about it and place an order.
What’s more, we have a special offer for online buyers – if you purchase [product/service] by the end of [today/weekend/week], you will get a 20% discount off your next purchase with us.
Just follow this link [link].
If you are interested in other products from the same category or want to compare prices, we can create a bespoke offer for you. Just let me know by answering this message.
Best,
[rep’s name] from the [company] customer service team
Thank you for your interest in [product/service].
You are lucky, because [yesterday/two days ago/last week] marked the start of our annual discount season, and the [product/service] is now available at a lower price of [price].
Follow this link to learn more about it and place your order.
Best,
[rep’s name]
Thanks for reaching out, [name].
It’s great that you are asking about the price of [product/service] because our seasonal sale starts [tomorrow/in two weeks/early next week].
Now [product/service] costs [price], but it’s likely that its price will drop considerably as we’re planning to offer a range of 30-70% discounts.
If you are willing to wait just a few days, you may save a few bucks. If not, you can obviously place your order today, and we’ll be happy to deliver it within the next [two/three/four] working days.
Enjoy shopping!
Best,
[rep’s name] from the [company] customer service team
我们建议直接回答用户的问题。这样对他们来说更加方便,这也是他们在发信息之前就期待的。此外,还可以在信息中添加产品或服务的链接,方便顾客购买。
如果产品或服务的价格将有活动,可以建议他们稍微等一等再买。不过,最好要先问一下经理,您是否有权力把这样的信息发送给潜在客户。
通过直接信息沟通时,换算成顾客自己的汇率很是少见。您可以帮助用户计算当地的汇率,或者告诉他们去哪里查汇率,但不建议换算成他们的汇率提供一个固定价格,因为汇率一直都在变。
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