1

2
 K THUT CHT N
TI LIU O TO NI B

Marketing trn mng x hi c bit l trn

facebook l mt knh qung b tt nht hin nay,
thi k bng n internet ln n nh im khin
ngi lm kinh doanh khng th khng cp nht
nhng thng tin v n, song song vi k nng
Qung b trn facebook th khu mang ti quyt
nh ti doanh s ca Shop, Doanh nghip khi tham
gia bn hng trn Facebook l khu cht n h|ng
( kh{ch h|ng mua h|ng khi t vn). Nhn thy
l mt nhc im ln chng ti bin son cun
s{ch K Thut cht n - Facebook . Qua cun
s{ch n|y knh mong qu c gi hc c nhng b
quyt cht n h|ng nhanh nht v hiu qu nht!
Tc Gi: Alice Son Vit Kiu Lo

3
 TM K KHCH HNG TI SAO
Phn I: KHCH HNG KHNG QUYT NH
MUA HNG

Mc d lin h thng qua Comment (inbox) tc l

bn cht kh{ch h|ng l| ngi c nhu cu trong vic mua
sn phm. Vic khng cht c n h|ng c rt nhiu l do,
bn l| ngi bn hng chc chn phi khc phc c nhng
l do ny th mi hi vng b{n c nhiu hng, gim thiu chi
ph qung co.

4
 LA CHN SN PHM C NHIU
Phn I.I: HOI NGHI T L CHT S
GIM

Nu c la chn bn hy bn sn phm khng cn bo

hnh, khng c s hoi nghi ln khi mua sn phm th vic t
vn v cht n h|ng s d d|ng hn; vic tm kim khng
phi vic n gin nu ch ngi nh; hy qua ch ca Trung
Quc hoc lang thang cc website b{n h|ng nh Amazon,
Taobao hay Alibaba bn s c tng ca ring mnh.
Vo thi k u trong bn hng online cc sn phm v
ng Y, Thc phm chc nng, M phm thng hiu lm
p nhn c s hng ng ln v| em li nhng ngun
li siu li nhun cho c ch shop bn hng Online; cng v
sau gi thu qung c{o c|ng tng cng thm c mt s Shop
l|m n khng uy tn g}y thin cm xu i vi ngi tiu
dng; khin vic cht n h|ng ng|y c|ng kh khn hn. Th
nn, kinh doanh online cng ngy v sau bn cn phi c
nhiu k nng hn nht l vic cht n vi khch hng.

5
Phn II: NHNG B QUYT CHT N

6
 B
CUNG CP CHO KHCH HNG NIM TIN
QUYT 1

Hin nhin l khch hng s d mua hng trn cc

Website hoc Fanpage ni ting hn so vi nhng ni b{n
h|ng cha c ting tm.Kh{ch h|ng s thng trc s nghi
ng khi mua h|ng, chnh iu ny lm cho t l cht n h|ng
ca bn gim {ng k.

Vy lm sao c nim tin t khch hng?

Th nht: Fanpage ca bn phi c y cc thng

tin c bn

7
Bn Click vo phn Gii Thiu v| in y thng tin cn
thit.
Trong trng hp bn khng c a ch Ca Hng hy
c ly a ch n|o ca Xng Sn Xut ri t vn cho
kh{ch. Kh{ch thng s tin tng v khng ti tn Xng khi
mua l

Th hai: Hy lm cho Fanpage ca bn ln hn thc

t nhiu ln.

Th no l ln hn thc t nhiu ln?

Thng cc shop trn 90% l kinh doanh nh v l do

vy tim lc ti chnh, kinh t v| c s vt cht gn nh cha
c g nhiu; vic ly lng tin ca khch hng nu bn khng c

8
g th gn nh l| iu rt kh; hy phng i hin thc, v t
ra chuyn nghip cao.
Nu l sn phm hng dt may, thi trang nu khng
c sn ca hng honh trng hy ly nh ca Xng sn xut
}u cho ln website hay fanpage ca bn ; mt s
ngi cho l| h|nh vi xu nhng d sao bn m bo c
cht lng, hu mi ca sn phm ca bn cho khch hng th
l| iu bnh thng trong kinh doanh.
Hy trng din tt c nhng g bn c th trn
fanapage, website khch hng thy c chuyn nghip
ca bn (t nht l bng cm quan) v k c ngay khi bn
khng c th hy to ra n. Vic bn hng online ngy s thm
kh khn do vy khch hng ngy cng cn trng trong mua
hng. Hy chm cht hn cho hnh nh ca Fanpage ca bn.

Th Ba: Website l yu t cn thit bn hng

Online

Fanpage Facebook bn cht l mt dng website v

Facebook khng mun bn cn thm website n|o kh{c nhng
thc t kh{ch h|ng thng tin tng hn rt nhiu khi bn c
website. N nh mt ngi nh o trn th gii thc, vic lp
fanpage v mua Fanpage c th din ra kh nhn nh v
nhanh chng; chnh iu ny lm gim s tin tng i vi
Fanpage ca bn; Website l| ni bn c th ghi y v th
hin d dng mi vn i vi khch hng kh tp trung;
khng cn cu k hy c website!

9
 Th T: Hy da vo ng ln m sng.

Nim tin ni nhng sn phm c thng hiu th r

rng khng cn bn phi chng thc na ri; vic bn cc sn
phm ny lun ch cn l vn v gi{ v| tnh nng sn phm
c ph hp vi ngi tiu dng hay khng thi; nu bn l
ngi khng c kinh nghim, khng c tim lc cao th tt
nht hy kinh doanh h|ng c thng hiu. iu ny rt quan
trng khi bn cha c nhiu nim tin vi khch hng ca
mnh.

Th Nm: a ra cn c chng thc cho sn phm

Bn ang b{n m phm?mt sn phm rt thng dng

v| c rt nhiu ngi quan tm. V bn ang rt kh khn
khi thuyt phc ngi lin h ca mnh quyt nh vic ng

10
 mua sn phm? iu l| tt nhin khi sn phm lin quan
n sc khe v| l|m p khng phi l mt hng c th dng
ba bi. H rt nghi ngi khi sn phm vi thng hiu
khng ni ting, c anton vi da mt hay khng hay n
gin c phi l sn phm gi hay khng? Ch cha ni n
vic tc dng ca n nh th no.
Vic bn sn phm m khng chng thc c nhng iu
trn ngay trn ni dung qung o th l mt sai lm ln ca
ngi bn hng. Bn cn chun b sn nhng chng thc cho
sn phm v:

- Thng hiu sn phm t nhng danh hiu g?

- Thnh phn no ca sn phm tha mn tnh nng v|
tc dng , c dn chng khoa hc r rng
- Cc loi giy chng nhn ca sn phm ca cc t chc
- Hnh nh hoc video ca ngi dng sn phm
(ngi dng uy tn v khch hng c th tin tng
c)
- Video trnh chiu cc hnh thc tc dng, cht liu;
trnh by r rng nht c th v li ch, tnh nng v| c
im ca sn phm.
Bn khng c nhng iu trn?Vy bn ch nn bn sn
phm cho ngi quen, ch ni tht bn khng c ca
thuyt phc ngi l - tr khi bn t to nhng cn
c gi thuyt phc ngi tiu dng.

11
 B KIU CH NG V VP HY T VN CH
QUYT 2 NG CH BN HNG

Ngi b{n h|ng nh mt ch|ng trai i t{n g{i, c|ng v

vp cng kh tn; khng bung lng nhng cng khng v
vp.Hy t vn ch ng nh ang bn hng.Chnh mt ti
chng kin mt ch ca hng bn hng ti mt khu trung
t}m thng mi Qung ng Trung Quc, ng ta a ra
mt lot cc mt hng m ti quan t}m nhng c 1 sn phm

12
ng ta ch a ra ng 1 gi}y ri ct lun vo t; iu l|m
ti t m v hi li: Sao cha cho xem m| ct i ?
ng ta lin ni: l hng t ca khch, cng tng t
nhng hng ny nhng cht hn nhiu, bn mua my hng ny i
ch hng kia mc lm khng mua c.
iu ny thc s lm ti chnh lng, t m v tnh hiu
thng ni ln. Ti hi gi v ngc nhin l gi ch gp 1,2 ln
gi nhng hng ti quy; Ti ngh mc hn c cht xu m cht
hn, ti g! Sau ny khi mang sn phm v v so snh th ti
mi bit ti b la! h|ng cng ging nhng hng kia m
thi; ng ta gi v lm kh khin ti quyt nh nhanh hn v|
cn li c nhiu hn!!!

Nh vy nn trnh nhng iu sau

Th nht: Khch hng chat 1 on vn ngn bn cng

nn chat li 1 on vn ngn 2 on vn ngn. Khng nn
phn hi qu nhiu thng tin cho khch hng trong mt thi
im. Nu trong trng hp c qu nhiu thng tin din
t hy xin s in thoi kh{ch c t vn r hn ch
khng nn chat.
Th hai: ng qu nng vi vic cht c n h|ng
m| hy t vn, khi bn t vn ng th t khc khch hng s
ch ng mua hng.
Th ba: Phn hi nhanh kh{ch h|ng th kh{ch h|ng {nh
gi Shop chuyn nghip nhng i khi iu l| khng nn.
Nn ch t ng tr li Qu kh{ch vui lng i trong
giy lt, cc cng chat trc tuyn ca chng ti ang bn! v

13
hin c qu nhiu khch hng lin h! xin cm n! V| 2-3
pht sau bn chat li cho kh{ch khi vn cha mun
khch hiu l:
- Khch hng bn shop rt cn, tr li t ng chng t
s chuyn nghip nhng kh{ch khng phi l duy
nht, c rt nhiu ngi ang i! khch ch l 1 trong
s ; kh{ch s cm thy kh{ch ng chng t SHOP
uy tn! Nim tin c tng cao!
- Khi c nim tin ban u khch s hn ch a ra
nhng yu s{ch, i hi v chng thc s d d|ng hn
cho ngi t vn x l cc khu bn hng v sau ny.

B BT KHCH HNG QUYT NH NGAY CH

QUYT 3 KHNG SUY NGH

14
 l|m c iu n|y hy {nh v|o yu t Tham trong
khch hng, yu t s mt mt (k c c{i cha tng thuc
v mnh)
Hy vit, m t bng li ni v hnh nh ngay bi qung co
ca mnh, trn Cover ca Fanpage hoc ngay b|i ng u
tin trn Fanpage ca bn.
Th nht: Mua Nhanh Ko Ht
Th Hai: Sp ht hn khuyn mi
Th Ba: t iu kin gi kh{ch h|ng tng rng mnh
may mn. Bn c th thu mt bn vit Bot Chat tr li t
ng c tui ca khch hng trong phn thng tin ca nick
c nhn ca khch hng; gi t ng tin nhn cho khch xc
nhn kh{ch sinh nm XXX c thng 1 phn qu
khuyn mi khi mua hng (s tht l| ai inbox cho shop cng
c qu khuyn mi ht)

15
 B
NGI T VN PHI C DUYN
QUYT 4

Khng phi ng ch hay b ch n|o cng c duyn

kinh doanh, ngi c duyn d t vn d t nhng rt c th
b{n c nhiu h|ng hn nhiu ln ngi t vn khng c
duyn. cc Quc gia Phng ng ngi ta rt ch trng
iu n|y, c bit l ti Trung Quc. Ngi Hoa khi tuyn
nh}n vin b{n h|ng thng xem mnh, tui, Xem ng tnh
duyn xem ngi c nhiu ngi yu hay khng<B{n
hng Online hay bn hng Truyn Thng u cn phi ch

16
trng iu ny. Ngay c khi kh{ch h|ng ly hng ca bn
th ngi c duyn v may mn s khng gp phi nhng
trng hp khng may i vi sn phm ca mnh khi ti tay
khch hng, hoc ang trn ng vn chuyn.

Th nht: Mnh ca ngi bn hp vi mnh ca ch;

trong ch ln nht ti Mnh (lin quan ti kinh doanh)
Ng h|nh tng sinh Tng khc l| theo bng sau:

Th hai: Tui ca ngi phi hp vi l|m n kinh

doanh bun b{n. bit chnh x{c ngi c hp vi lm
n kinh doanh bun b{n hay khng th bn phi ly l s T
Vi ca ngi . Vic n|y c iu kin th hy lm; cc cng ty
ng nht l ca Trung Quc rt ch trng iu ny; hoc
bn cng c th da theo cung ho|ng o chn ngi t
vn cho bn.
Ngi nm trong 4 cung ny th hp vi kinh doanh.

No1. Bch Dng (21/3-19/4)

17
Bch Dng tnh c{ch thng thn, ch}n th|nh, ngh g ni y,
trong lng c g u hin ht ln khun mt.V c bn, }y
c xem l| u im, nhng trong thng trng, d b
ngi kh{c nhn thu t}m can th thc s khng phi iu tt.

No2. S T (23/7-22/8)
S T cao ngo li t tin, bt lun l|m g u rt ch t}m.
Nhng do lng t trng qu{ cao li hay ham h vinh ph
phim d khin h d tr nn t ph. }y l| mt trong nhng
iu ti k trong kinh doanh - T ph d dn n tht bi.

No3. Ma Kt (22/12-19/1)
Ma Kt l|m vic in cung, cn thn li rt c tr{ch nhim.
Mc kh{c, h rt nh{t gan, khi a ra quyt nh thng
lng l, thiu quyt o{n, rt kh l|m n bun b{n tt.

No4. Bo Bnh (20/1-18/2)

Bo Bnh mun l|m g th l|m, thch t do t ti. H d{m th,
d{m s{ng to, c nhiu tng th v, nhng li khng thch
l|m kinh doanh. Th h theo ui l| cuc sng t do, thoi
m{i, m| kinh doanh, bun b{n s khin h phi suy ngh au
u - iu n|y Bo Bnh khng thch cht n|o.

Th Ba: Ngi c nhiu ngi yu mn hay khng?

iu ny bn hon ton c th tm hiu thng qua cc mi

quan h ca c y, anh y; khng qu{ kh x{c nh iu
ny.

18
 HY XIN S IN THOI GI IN THOI
B
THNG S D CHT N HN (Tele Sale)
QUYT 5

NGI TELE SALE CN CHUN B NHNG K NNG

G ?

Ging ni d nghe, khng ni ngng, khng cn xinh

hay chn di.
Trnh by thuyt phc, mnh lc, r rng, ngn gn, d
hiu.
X{c nh nhu cu ca khch hng bng nhng cu hi m.
X l tnh hung linh hot cng c lng tin i vi khch
hng.

19
NGI TELE SALE CHUN B G TRC KHI BN HNG
QUA IN THOI ?

Hiu r v sn phm, dch v; tin vo nhng gi tr c th

em li cho khch hng.
X{c nh khch hng mc tiu, h }u, l|m g.
Thu thp thng tin khch hng mc tiu: Tn, Mobile, Cng
ty,..
Thng tin v sn phm, dch v ca i th cnh tranh.
S khc bit sn phm, dch v ca bn so vi i th l g.
Xy dng kch bn gi in thoi, cc tnh hung v| phng
n x l t chi, luyn tp.

MC TIU CA BN HNG QUA IN THOI L G ?

Lin lc vi ngi a ra quyt nh v trnh by gii

thiu sn phm ca mnh:
Kt qu ca Tele sale c th l| b{n c hng, hn gp, cht
c n h|ng m| kh{ch h|ng ng k mua.
Ty tng sn phm khng nht thit phi l| b{n c hng
m l thit lp mi quan h vi khch hng, mt cuc gp vi
thi gian v| a im c th.

CC YU T TRONG TELE SALE

Thi gian: T 2 5 pht, khng ni chuyn di qu, s

nh hng n s hp dn, v trnh by nhiu s lm cho
khch hng b ri thng tin, nn tp chung vo gi tr ln v
ch yu.

20
 Gi tn khch hng: T m chng ta thch nghe nht
trn i n|y chnh l| tn ca mnh.
Nng lng: Bn hng hiu qu hay khng ph thuc
v|o nng lng bn cao hay thp, hy lun tch cc v vui v.
ng c bn hng m hy c gng gip khch hng mua
hng.

DI DY L MT S KCH BN DNH CHO TELE SALE

KCH BN TELE SALE TNG HP

Bc 1: Cho, gii thiu.

V D: Alo c phi a/c name y khng ah? Em l (Name)
Bc 2: To mi lin quan.
To mi lin quan s ng cm kt ni xy dng mi quan
h vi khch hng ngay t nhng gi}y u tin.
V D: Em gi cho a/c t cu lc b gio dc ti chnh Game
Cashflow }y ah.
Bc 3: Gi tr/ li ch (Gy sc)
Trnh by ngn v gi tr li ch ln nht ca sn phm dch
v.
V D: Em mun gii thiu n a/c mt v mi tham d min
ph CLB CF, }y l| cng c gio dc ti chnh s 1 th gii
gip cho a/c rn luyn k nng u t v| qun l ti chnh
thng qua tr chi. anh/ch d|nh ra 1 pht em chia s v
mn qu| n|y c ch ah?
Trong chng trnh n|y anh/ch s hc c cch s dng
dng tin u t sinh li nhun, a/c s hc c chin lc

21
lm th no to ra nhiu ngun thu nhp th ng v| t
c t do t|i chnh ngay trn b|n game<
V anh/ch c th p dng nhng kin thc hc c t tr
chi ra ngo|i cuc sng v cng vic.
Bc 4: Gii php
V D: CLB CF bn em chc vi quy m mi bn game c 8
ngi cng chi, a/c name c th giao lu, XDMQH hp
tc vi mi ngi trong CLB. Chng trnh c t chc vo
Ng|y <./</<<. bt u t 18h 21h ti.
Bc 5: Cht (Cht Sale, Thi gian, a im, Tin)
Ch : To ra s gii hn
V D: Bn em cn 2 v min ph na vy anh/ch tham d
C/T c ch ah? Vy th hn a/c v|o ng|y</<./ ti a
ch<.. nh.
Bn em s gi thng b{o cho a/c qua in thoi v email .
Cho anh/ch name, cm n anh/chnh !
Cc yu t hnh hng n cht lng cuc gi:
Ging ni: Pht m chun, d nghe, cao, t tin, thn
thin
Gi tn khch hng: T m chng ta thch nghe nht
trn i n|y chnh l| tn ca mnh.
Nng lng: Bn hng hiu qu hay khng ph thuc
v|o nng lng bn cao hay thp, hy lun tch cc v vui v.
Bc 6: X l t chi
Nu khch hng t chi chng ta thc hin theo c{c bc sau:
Nguyn tc 1: Khng bao gi khng bao gi ph nhn cch
nhn nhn, kinh nghim ca khch hng !

22
Nguyn tc 2: Tr li ngay lp tc xin cm n a/c hoc by t
vi khch hng bn hiu s quan tm ca h.
Nguyn tc 3: t cu hi x l t chi
V D:
KH: gi sn phm dch v n|y qu{ t
BH: Cm n a/c name, trc }y bn thn em v nhiu khch
h|ng ang s dng sn phm n|y cng ngh vy. a/c c th
cho em bit a/c ang so s{nh sn phm n|y t so vi sn
phm n|o c khng .

HIU KHCH HNG C HIU TH MI IU

B
KHIN C
QUYT 6

Khi bn bt k sn phm n|o, kh{ch h|ng thng n

vi chng ta thng bao gm rt nhiu thnh phn, hon

23
cnh x hi, iu kin kinh t v| vn ha kh{c nhau do vy
khi bn hng qua Facebook hy c gng vo Nick facebook c
nhn ca kh{ch xem lt qua v nm sinh, hon cnh, tnh
cch v con ngi . Ngi t vn s c cm nhn tt hn
t vn cho khch hng.Xem qua khch hng s c phn o{n
c v gii tnh, iu kin kinh t, tm trng gn nht, cng
nh kh nng ph{t sinh nhu cu t khch hng.

TIP TH LI NHNG KHCH HNG CHA

B
MUA HNG
QUYT 7

Facebook c h tr rt r rng tng Tab gip cho bn

{nh du v phn loi khch hng. Hy phn loi tng nhm
kh{ch h|ng tip th li (2 Tun 1 ln) v sn phm mi,
chnh sch, gim gi{<Bn cht khi h lin h n bn th
chc chn h c nh hoc c nhu cu nhng v mt l do
n|o h cha th mua hng. Tip th li gi li tim thc v
kch thch kh nng mua h|ng ca h.
Khi tip th li bn cn ch :
- Tip th li nhng kh{ch h|ng tng lin h bng
cch gi tin nhn inbox ti cho khch hng, tc thi
gian lin h ca kh{ch h|ng qu kh v| tng c
nhu cu! bn cn a ra li qung co tip th c gi tr
hp dn ngi tiu dng v d: Sm phm mi,
khuyn mi, chit khu <

24
 - Tn sut tip th li va phi, khng qu{ d|y c tc t
1-2 tun 1 ln khch hng khng qu kh chu v
nn chn thi im khch hng ngh ngi tip cn
khch hng.

B HY A RA S LA CHN A HOC B. CH
QUYT 8 KHNG PHI C HAY KHNG!

Khi ni chuyn hay t vn cho khch hng bn nn chun b

sn t nht hai kh nng khch hng la chn, ch ng
bao gi t cu hi c hoc khng.
V d i vi on hi thoi sau }y:

25
Khch Hng: Ti mun tm mt sn phm hp vi ti sn
phm A gi{ hi cao!
Ch Shop: Sn phm A bn chn l| ng ! Hay bn c th
xem sn phm B, bn mun mua sn phm A hay B hn?
Ch khng phi:
Ch Shop: Vy bn c mun mua sn phm A khng?

26
 B
NGH V GI V HIU SAI KHCH HNG
QUYT 9

Hy c gi v nh giao dch ho|n tt. Cch dt im

ny t ra hiu qu nht cho nhn vin bn hng c c tnh
mnh. Lun lun xy dng lng tin v quan h thn mt gia
ngi mua v| ngi b{n h|ng trc khi c gng kt thc qu
trnh giao dch. n khi bn nhn c s phn hi tch cc
ca khch hng th c n v| ni OK, George, chng ta c
th bt u d n vo th Hai.
V d on hi thoi:
Khch: Ti rt ng v sn phm ny, n tht p!

Ch Shop: D! ng ri, n rt p! Anh l|m n nhn tin a

ch v s in thoi e c th gi hng tn nh cho anh.

27
B QUYT NU BN KHNG PHI L NGI T VN TT
10 TH NG T VN

i khi trong trng hp bt kh khng, khng phi

ai cng c kh nng t vn v cht n h|ng gii, v bn cng
chng ti chnh ln thi gian thu nhn s hay t vn cho
khch hng. Hy s dng ch tr li tin nhn t ng ca
Facebook, v| in y thng tin nht c th mc tr li
t ng. ng qun li s in thoi khi khch c nhu
cu mua hng lun th c th lin h qua in thoi (i khi l|
hi nhng iu cha hiu).
Hoc bn cng c th s dng cng c Chat Bot. Cng c tr
li t vn t ng c Facebook h tr; ch tn cht thi
gian c|i t n, hy nng cp v chnh sa lin tc Chat Bot
ca bn (cng c tr li t vn khch hng t ng)

28
B QUYT
BM ST KHCH HNG
11

Sau khi kh{ch h|ng ng ly hng th bn mi ch

hon thnh 50% vic bn hng, kt qu cui cng ca vic
cht n l| kh{ch h|ng nhn c hng v thanh ton tin
hng cho bn. Nhiu cng ty rt khng ch trng vic ny dn
n s n h|ng b hy din ra kh nhiu v t l hng hon
khng kim sot.
Vy chng ta cn lm g?

1. Tm kim li thng tin trn google, facebook s in

thoi ca kh{ch h|ng xem kh{ch h|ng n|y c tin cy
cao hay khng?

29
2. Khng cn bit kt qu bc 1 l| g hy in thoi xc
minh li vi khch hng v a ch v thng bo thi
gian bn giao hng
3. Tin hnh gi in thoi thng bo khi hng va
c gi i v| thi gian d kin h|ng n
4. Gi in thoi thng bo vi kh{ch h|ng khi h|ng
n bu cc ni nhn hng.
5. Gi in thoi cho khch hng hi v tnh trng hng
ha v s nhn xt ca kh{ch h|ng khi kh{ch nhn
hng.

30
 Phn III: NHNG ON HI THOAI MU CHT
N HNG THN TC

Tnh hung TNH HUNG V SN PHM

Sn phm ca ca SAI - Bn c yn tm, shop mnh lm

bn Liu c phi n uy tn nhiu nm nay, nu bn hng
hng tht? mnh lo gi chc bn mnh khng cn tn ti
lng l| h|ng gi? c n by gi!

NG - Bn mnh c mt v|i c im nhn

dng v phn bit r rng, bn c th tham kho
th trn google. Bn click v|o ng link sau
Sn phm ca ca xem c im nhn dng:
bn liu c phi Http//www.yourwebsite.com/ Nu khi x dng
hng tht? mnh lo nu bn cho rng l| h|ng gi th bn mnh s
lng l| h|ng gi? hon tin 100% cho bn v chu trch nhim trc
php lut.

Ghi ch: Uy tn ca ca hng l mt ci g rt mung

lung nu bn khng phi l mt n v bn hng c
ting tm r rng. 31
 Tnh hung TNH HUNG V GI C

SAI - Khng cao }u bn, gi bn mnh

Gi sn phm bn bn
l gi tt nht ri, cc bn khc bn hng
qu cao so vi cc bn
km cht lng nn gi mi thp nh
khc bn cng loi!
vy!

NG - ng l| c cao hn bn ah! V hng

bn mnh nhp chnh hng v theo gi, ch
bo hnh hu mi ca hng.Khi mua sn phm
c bo hnh v cht lng sn phm 2 nm 1
i 1 sn phm. C{c bn kh{c thng gim gi
Gi sn phm bn
thnh l v vn ny bn!
bn qu cao so vi
cc bn khc bn
cng loi!

Chi ch: Hay cng nhn nhng vn kh{ch

nhn thy r, ng la di khch hng khi khch
h|ng tn mt thy v| tm ra phng thc gii
{p hp l cho vn ca mnh.

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 Tnh hung TNH HUNG V DCH V HU MI

Trng Hp 1

Khi ti mua hng SAI - Bn c yn tm! Bn mnh

xong nu c vn cam kt cho bn! bn mnh l|m n
g bn bn khng uy tn nhiu nm ri bn ah!
chu bo hnh cho
ti th sao?

NG - Sn phm c bo h|nh 2 nm
theo ng tiu ch ca nh sn xut.Khi hng
Khi ti mua hng xy ra li hay c vn g bn ch vic gi
xong nu c vn h|ng qua ng bu in n a ch XYZ
g bn bn khng chng ti s chu trch nhim bo hnh cho
chu bo hnh cho bn! Bn vui lng c k ni dung bo hnh:
ti th sao? https://www.website.com/

Ghi ch: 1 li cam kt sung khng bng s ch dn

chi tit. Khch s tin tng nu Shop hoc cng ty
bn c quy nh r rng v ch hu mi cng
chi tit cng tt.

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 Trng hp 2

SAI - Vng ah! Cho bn, hi

Cm n shop mnh vng bn c quyt nh sm!
suy ngh thm!

NG - Vng ah! Khuyn mi hng gim

10% bn e ch cn ko d|i n ht hm nay, v
khi mua anh cn c tng 1 mc cha kha
Cm n shop mnh
na ah. T ngy mai gi s tr li gi{ b{n c.
suy ngh thm!
Cm n anh lin h vi shop ah!

Ghi ch: ng hi vng nhiu! khch cn khc mc 1

vn n|o m| bn cha th lm tha mn khch
hng, hy s dng chin lc quyt nh ngay hoc
gn ngay sau !

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Tnh hung TNH HUNG V S P NG
Trng hp 1:

SAI
2 Ting sau:
Alo ch shop c Alo, em cho anh; em c th
khng ah? gip g cho anh ah?
.

NG - }y l| th tr li t ng,
hin chng ti ang khng online! Bn
l|m n li s in thoi chng ti
c th gi li ngay cho bn khi chng ti
thy thng ip ny. Xin Cm n!
Alo ch shop c
khng ah?

2 Ting sau:
Alo, em cho anh; em xin li v phn
hi chm tr! Anh hi mua sn phm
A hay B bn em ang c chng trnh
khuyn mi ah?

Lu : nh hng v li khch hng sang sn phm khc nu bn

khng cn sn phm lun, v| nu nhng tnh nng ni tri ca
sn phm {nh lc hng kh{ch h|ng; khi kh{ch ng
sn phm m sn phm khng cn th t}m trng mua hng s
b trng xung. Cn phi kch thch v| y tm trng ln

35
 Trng hp 2:

Ti mun mua sn SAI - D! sn phm ny

phm ny bn bn cn bn e hin ht hng anh ah!
khng bn?

NG - D! sn phm ny bn e tm
thi ht hng anh ah!
C mt mu n|y p hn mu cht
lng tt hn v| gi{ cng nh vy anh
Ti mun mua sn
ah! E gi a link a xem gip em:
phm ny bn bn cn
Http://www.website.com
khng bn?

Ghi ch: Hy c|i t hp th tr li t ng khi bn khng

online; V hy xin li khi tr li chm tr kh{ch h|ng v| nh
hng vic khch hng la chn sn phm v li ch ngay
c}u u tin.

36
 Trch lc Tc Gi:
Tn Tht: Khng ni
Tn Bt Danh: Vit Kiu Lo (i M vn thch ht
thuc Lo)
Tn Giao Dch Quc T: Alice Son
Chuyn Ngnh Chnh: Marketing Online & Pht
trin thng hiu
Chuyn Ngnh Ph: Lp Trnh
Ngnh ngh: i bun & nh hng qua bin gii
Email: Vietkieulao.com@gmail.com
Website o to min ph:
Http://www.vietkieulao.com
Chnh thc hot ng o to min ph online
vo 20/7/2017

Marketing & Qung co l b phn quan trng

s 1 ca bt k n v kinh doanh no Khi bn
gii bn s l ng ch ca ng ch ca bn

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