基于FABE法则的生活电器类目网络客服应用研究
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摘要
论述通过阐述在生活电器类目的网络客户服务中运用FABE法则设计服务流程,分析生活电器类目的使用场景设计与FABE法则的对应关系、展示生活电器类目网络客服中基于使用场景设计的FABE法则应用实例,阐明生活电器概念的来源、指出生活电器网络客服中应用FABE法则时的重点是B(Benefit利益)和E(Evidence证据),并在客户服务中更多地运用生活电器设计场景来表达B与E,从而能促进成交,提升服务质量。
Expounds the application of FABE rule in the design of service flow in the online customer service of Life Electric category,analyses the corresponding relationship between the scene design and FABE rule in the use of Life Electric category,demonstrates the application example of FABE rule based on the use scene design in the online customer service of Life Electric category,to clarifies the origin of the concept of Life Electric,and to points out the key of FABE rule.When applying FABE rule,we must focus on B(Benefit) and E(Evidence),use more design scenarios to express B and E in customer service,so as to facilitate transactions and improve service quality.
Expounds the application of FABE rule in the design of service flow in the online customer service of Life Electric category,analyses the corresponding relationship between the scene design and FABE rule in the use of Life Electric category,demonstrates the application example of FABE rule based on the use scene design in the online customer service of Life Electric category,to clarifies the origin of the concept of Life Electric,and to points out the key of FABE rule.When applying FABE rule,we must focus on B(Benefit) and E(Evidence),use more design scenarios to express B and E in customer service,so as to facilitate transactions and improve service quality.
引文
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[4]张朦朦.基于FABE法则的网店商品描述页面设计研究[J].现代商业,2016(18):190-191.
[5]彭威,王雪梅,揭斌华,覃雪梅.长城造纸机油的FABE分析及典型客户开发[J].石油商技,2018,36(06):58-62.
[6]FAB利益销售法[J].财务与会计(理财版),2012(10):67.
[7]田立峰.活用“FAB”达成销售[J].现代家电,2008(19):51.
[8]徐颖.从化农产品电子商务平台建设及销售推广实操——以五丰村蜂产品营销为例[J].中国商贸,2013(18):73-75+77.
[9]百度百科. https://baike.baidu.com/item/%E7%94%9F%E6%B4%BB%E7%94%B5%E5%99%A8.
[2]袁微,许坦,汪凯. FABE法则在谈判与推销中应用的实证分析[J].现代经济信息,2012(21):51.
[3]李赛萍,韩会娟.情境模拟——FABE营销法则应用的实训教学设计[J].赤子(上中旬),2015(15):287.
[4]张朦朦.基于FABE法则的网店商品描述页面设计研究[J].现代商业,2016(18):190-191.
[5]彭威,王雪梅,揭斌华,覃雪梅.长城造纸机油的FABE分析及典型客户开发[J].石油商技,2018,36(06):58-62.
[6]FAB利益销售法[J].财务与会计(理财版),2012(10):67.
[7]田立峰.活用“FAB”达成销售[J].现代家电,2008(19):51.
[8]徐颖.从化农产品电子商务平台建设及销售推广实操——以五丰村蜂产品营销为例[J].中国商贸,2013(18):73-75+77.
[9]百度百科. https://baike.baidu.com/item/%E7%94%9F%E6%B4%BB%E7%94%B5%E5%99%A8.