Chatting Skills Guide 

VideoChat Guide

1. Ice-breaking - From unfamiliarity to familiarity, it takes about 30 seconds. Customers will usually take a look. At this time, it is very important to leave a good impression and establish an initial sense of trust.

For example: Smile and ask:

• "How are you? I am....."

• "How long have you been on this app？ I..."

• "How is your day?"

2. Understand needs - guide customers, collect customer information, and determine customer type: they're here just to chat or entertain. If the user doesn't say anything, try to find a topic; if the user is saying something, talk about the topic and find common words.

For example:

• What do you like to do for fun?

• What are you looking for?

• What is your love language?

3. Provide value - Based on the information learned, provide the emotional value that customers need.

For example:

• Do you wanna have some real fun?

• How do you feel now? Maybe we can.....

• Maybe we can know each other more...

4. Special situation-When we face a special situation, what should we do：

For example：

• When the user is asking for your personal information, you can find an excuse or try to use another way to answer them, but don't give them your personal information: A."I'd like to keep my mystery, so you will like me more..."B."It's way too soon to tell you right now, but we can have some fun instead, so we can get to know each other more in the future."

• When the user is asking for your contact, you can find an excuse or try to use another way to answer them, but don't give them your contact: A."Can we know more before we go for the next step?"B."I like this APP more than **(socialmedia's name or number), maybe we can keep talking here?"C."What will you do if you get my contact?"Ask what the user wants, and tell him: "We can still do the activity on this APP, don't you think so?"

• When the user is spreading violent content or threatening you, you can tell them to stop or report the user and hang up the call.A."Why do you wanna do this? We can change the way to talk, how about..."B."Maybe we can stop doing this, and have some fun instead?"

• If the user is asking/doing the activity that you don't like, don't be silent or look the other way; try to talk to them. You have two choices: A. Ask the user the calm down, and change to another way to communicate: "Do you wanna change another way to communicate? So we can both feel better. "B.Try to cooperate with customers to a certain extent and satisfy customers. Pretend that you like it: "I like the way you communicate with me, maybe we can talk more?"