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If you are interested in this article, you may have already received your first reviews on Amazon. And, most likely, they did not make you very happy.
We will tell you how to work with negative opinions and transform them “into a plus” for your business.
How Amazon Reviews Affect Your Store
Both positive and negative reviews on Amazon play a significant role in the on page seo service buyers' decision making, which is essentially a key factor in successful sales. In addition, they affect:
Formation of product rating.
The seller's reputation and, as a result, trust from the target audience.
Promotion (positive opinions can be used for promotion through social media and other marketing channels or become the basis for advertising).
Search results on the trading platform.
Smart sellers also use negative reviews on Amazon to improve their offering. After all, an honest opinion from the outside helps to see mistakes and work on the weak points of their work.
We recommend treating responses from this position: customer comments and suggestions are an incentive for development, not a reason for panic.
By the way, you don’t even have to look for information on how to delete a negative review on Amazon. This is strictly prohibited by the rules (the site actively fights for the objectivity of ratings). However, if you are sure that the negative comment is a trick of competitors or you can prove that the response contains false information, feel free to contact the support service.
In general, the impact of negative reviews on the rating is hard to overestimate. Therefore, as soon as you see a low rating, you need to start acting.
Don't panic. After all, even if your product is the best in the world, there will be a buyer who will not appreciate its merits.
In addition, a 5-star rating may seem suspicious (after all, we all subconsciously know that there is nothing perfect in the world). So try to keep it at 4.3-4.7 - this is quite enough for buyers to trust you and calmly place an order.
So. You got a bad review on Amazon. What to do?
Respond to the customer's comment . Express your regrets and offer a solution to the problem, if possible. This may help the customer change their mind and show other potential customers that you care about their interests.
Fix Bugs : If feedback points to specific issues with a product or service, fix them and make sure they don't happen again in the future.
Ask for an updated review . If you were able to resolve the issue, ask the buyer to update their review and share their new experience.
Learn from mistakes . Use reviews to improve your product (or service, if you received a negative review about the seller, not the product) to ensure that future buyers don't encounter the same problems.
3 techniques that will help you change a client’s negative opinion to a positive one
Write an official response on behalf of the director or owner of the business . This will be much more effective than a template phrase about " how sorry we are ." Let the client feel that his opinion is so important that the owner himself put aside important matters and " took this matter under personal control ."
Try to find out the details of the negativity in private messages (don't start proving your innocence in the comments and certainly don't provoke the start of discussions).
Offer something that will make amends. A promo code for a friend/a gift for a future purchase/a discount. And it is also better to do this in person, and not in a public space. Since there is a high risk that unscrupulous buyers will also want to get something from you for free.
In fact, working with Amazon reviews is an art. And sometimes you may need professional help to fix a critical situation. Our team is ready to help you not only with getting positive comments, but also with a number of other issues related to promotion, marketing, and running a business.
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發表於 2024-11-9 18:56:00
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