速賣通入門大全

1、速賣通服務(wù)流程；一，售前，圖片上傳要求:1）圖片編號和產(chǎn)品編號要一致，一個產(chǎn)品圖片有多張,至少5張以上比較好，例如:QHJ001-1,QHJ001-2,依此類推；圖片可以點擊鼠標(biāo)右鍵點擊“復(fù)制”然后存到文件夾中；2）圖片必須清晰，能體現(xiàn)材質(zhì)，產(chǎn)品的全貌和剖面，拍攝圖片需要進(jìn)行全貌、正面、背面、切面、各種使用方法的展示圖；圖片和實物必須相符。3）產(chǎn)品屬性要包括以下幾個要素：產(chǎn)品名稱（堆積關(guān)鍵詞），顏色，尺寸（鏈條，吊墜，內(nèi)徑，要清晰詳盡），重量，包裝，材質(zhì)（重點），編號等信息；4）注意和店鋪里已經(jīng)上傳過的產(chǎn)品不要重復(fù)，可多次瀏覽店鋪產(chǎn)品，留下印象來；如果有重復(fù)，編號先空著，等再分配任務(wù)來填充這個

2、編號；5）不能有任何與我公司無關(guān)的網(wǎng)址和店鋪名稱等的水??；6）上傳過程中注意去關(guān)鍵詞，在速賣通上了解競爭對手的價格，相同的產(chǎn)品確保我們是最低價格；7）有好的產(chǎn)品可以推薦，但是要確保這個產(chǎn)品我們在速賣通上有競爭力，提供相關(guān)的市場信息供上級審核，通過后可以上傳；8）翻譯的時候注意不要把韓國，日本，進(jìn)口這樣的字眼翻譯進(jìn)來，要注意我們面向的主要是亞洲和歐美的國外客戶，而淘寶面向的是國內(nèi)客戶；9）上傳圖片到速賣通之后，要同時轉(zhuǎn)化到國際站上去；10）上傳不是自己工廠生產(chǎn)或者合作工廠生產(chǎn)的產(chǎn)品，是從淘寶或者網(wǎng)上其它渠道的產(chǎn)品時，要先在速賣通上比較價格，確保我司的價格最低，同時要保證利潤空間，無利潤的產(chǎn)品就可

3、以選擇不做；11）把中國郵政小包的運費灘到單價里面，運費模板設(shè)置為全部免運費；12）圖片上傳順序：1）尺寸圖（橫 和堅的各一張）；2）正面圖（1-3張）；3）剖面圖和背面圖；4）帶OPP袋的包裝圖+帶卡片的圖5）帶條形碼的背面圖 6）卡片圖7）紗袋圖8）紙箱圖9）產(chǎn)品描述二 產(chǎn)品關(guān)鍵詞設(shè)置A、相關(guān)度B、當(dāng)季當(dāng)年熱門詞C、客戶搜索習(xí)慣D 關(guān)鍵詞充分曝光（除了產(chǎn)品標(biāo)題，還有編輯產(chǎn)品信息時候的“添加自定義屬性”、“產(chǎn)品關(guān)鍵詞”、“更多關(guān)鍵詞”、“產(chǎn)品簡要描述”以及產(chǎn)品詳情頁描述里重復(fù)產(chǎn)品標(biāo)題等方式增加產(chǎn)品關(guān)鍵詞曝光次數(shù)）E關(guān)鍵詞整理，通過不同的方式搜索關(guān)鍵詞，熱門關(guān)鍵詞等。F三 客服業(yè)務(wù)員每日工作流

4、程1）第一件事，查看訂單。1、給客戶留言，感謝其訂單，并且告知幾天之內(nèi)可以發(fā)貨，不要等客戶來催發(fā)貨，留下不好的印象來，讓客戶感覺到我們在關(guān)注他；（參考模板一）2、填寫發(fā)貨通知單，看訂單中客戶是否有留言， 對顏色，或者尺寸，包裝是否有特殊要求， 如果有就盡量按客人要求發(fā)， 如果不能按照客人要求發(fā)貨，就發(fā)貨前通知客人；如果客戶沒注明顏色要求，顏色和款式要按照圖片盡量混批發(fā)全；3、填寫好客戶名稱，國家，發(fā)貨方式，申報價值等資料。報關(guān)金額要慎重。一般美國的包裹重量如果沒有超過三千克金額就可以標(biāo)5-30美元，最多不要超過50美元。澳大利亞的只要不超過1000美元就好， 但是木制產(chǎn)品，動物羽毛產(chǎn)品容易叩關(guān)

5、，要慎重， 并且建議不要走DHL 。德國的海關(guān)對中國的包裹要求特別嚴(yán)格， 所以報關(guān)最要慎重， 建議不走EMS， 因為德國的EMS 是DHL 收購了。包裹金額不要超過20歐元， 500克以下的標(biāo)5歐元就可以了，偏重的就不要標(biāo)5歐元，可以標(biāo)10-20歐元。如果包裹重量很重，但是還是標(biāo)了5歐元海關(guān)很容易懷疑。 另外， 仿名牌產(chǎn)品建議不要發(fā)，尤其是DHL 或其他快遞。丹麥的報關(guān)金額不要超過13美元， 波蘭不要超過20美元，英國不要超過17英鎊。挪威，瑞典，芬蘭不要超過30美元， 意大利不要超過40美元。拉美國家一般不要超過50美元。俄羅斯和新西蘭的EMS有時候很慢，所以如果客人急需，就建議不要走EMS

6、。4、發(fā)貨通知單要在當(dāng)天上午盡最快的速度交給發(fā)貨員，填寫發(fā)貨通知單時要去采購員那里核實采購價填寫交給業(yè)務(wù)主管簽字。三天之內(nèi)貨物還沒有到位，問發(fā)貨員要發(fā)貨單號先在線上發(fā)貨。5、產(chǎn)品發(fā)貨之后要在當(dāng)天在線上發(fā)貨，不能拖到第二天甚至多天才填寫。6、線上發(fā)貨之后對客戶進(jìn)行留言；（參考模板二）7、中國郵政小包發(fā)貨之后滿三十天，快遞滿一個星期要幫客戶查詢貨物狀態(tài)，同時給客戶留言（參考模板三）8、貨物到達(dá)客戶國家海關(guān)之后，要提醒客戶去提貨（參考模板四）2）第二件事，檢查客戶是否有留言，因為速賣通系統(tǒng)讀過的留言就看不到了，要用本子記錄下客戶留過言的訂單編號，以便可以進(jìn)行及時的回復(fù)，不管客戶是否回復(fù)留言，每天對這

7、些訂單編號進(jìn)行留言跟蹤，一直到客戶回復(fù)留言為止，留言要同時用郵箱發(fā)到客戶的郵箱里，否則只有等到客戶登錄到速賣通查看留言的時候才可以看到。3）第三件事，查看客戶評價，每天必須查看，同時對所有客戶的評價進(jìn)行回復(fù)，中差評要每天重點回復(fù)（參考模板三，評價要在評價后臺，訂單后臺和客戶郵箱三個地方同時進(jìn)行回復(fù)（參考模板四），確?？蛻艨梢约皶r看到，每天都回復(fù)，一直回復(fù)到客戶修訂評價為止。注意評價后臺只能回復(fù)一條留言，要求客戶修改評價也只能回復(fù)一條留言，要求修改評價之后客戶在系統(tǒng)里必須要在七天內(nèi)修改，否則七天后將不能再修改，超過七天的還沒有修改的，可以要求客戶發(fā)郵件到buyer 這個郵箱里申請速賣通修訂我們的

8、評價；4）第四件事，及時跟蹤包裹物流1、發(fā)現(xiàn)客戶包裹未妥投的，要聯(lián)系客戶，建議客戶拿著跟蹤號到當(dāng)?shù)剜]局去找。如果客戶沒回復(fù)要繼續(xù)跟蹤。如果包裹在規(guī)定的收貨時間內(nèi)不能收到貨物的，要及時延長收貨時間。2、如果包裹被海關(guān)扣留，要建議客戶跟海關(guān)聯(lián)系，可以提供交易賬單，發(fā)票 。3、如果客人來問包, 要及時提供跟蹤網(wǎng)址和跟蹤信息，如果有跟蹤信息就建議客戶多等幾天， 如果沒跟蹤信息， 包裹超過40天還沒收到的就首先讓客戶去郵局檢查一下， 沒有在郵局找到的就看客戶的態(tài)度， 態(tài)度好的可以多等幾天， 態(tài)度已經(jīng)很不耐煩的就建議退款或者補(bǔ)發(fā)了。（意大利，英國，法國，中亞，澳大利亞的航空小包出了中國就沒跟蹤信息了。）4

9、、如果客戶收到包后抱怨收錯物品我們就要建議客戶發(fā)照片過來確認(rèn)， 如果真的錯了就建議補(bǔ)發(fā)正確的， 錯的勸客人低價賣給客人。如果客戶不同意就建議部分退款或者寄回錯誤的物品，然后全額退款。5 、如果客人收的物品數(shù)量不對，銷售， 打包人員要核對包裹重量， 檢查發(fā)貨記錄，如果確定是我們少發(fā)了就建議客人在他的下一個訂單補(bǔ)發(fā)，這樣可以節(jié)省我們補(bǔ)發(fā)的運費。 如果客人不同意的話就單獨補(bǔ)發(fā) 或者部分退款。6、包裹被退回來的要及時聯(lián)系客戶，根據(jù)成本加運費核算是補(bǔ)發(fā)還是退款損失小。7、如果客人收到包裹后沒有及時給評價的， 可以及時聯(lián)系客戶， 建議客戶給好評， 并建議客戶如果包裹有什么問題，請及時聯(lián)系我們， 要讓客戶覺

10、得我們是真的關(guān)心他 ，幫助他。8 、如果客人給了中差評的要及時聯(lián)系， 溝通， 勸導(dǎo)客人修改評價， 要確定客人同意修改后再把請求發(fā)過去。5）針對性的跟蹤檢查發(fā)貨員是否按要求發(fā)貨。四、發(fā)貨員工作流程1、發(fā)貨員收到發(fā)貨通知單后，仔細(xì)查看客戶的要求，發(fā)貨方式，交貨期等，有現(xiàn)貨的當(dāng)天務(wù)必發(fā)貨；沒有現(xiàn)貨的能自己生產(chǎn)的自己生產(chǎn)，不能生產(chǎn)的由采購員采購以為業(yè)務(wù)主管的填寫的要求為準(zhǔn)。有情況及時向上反饋，保證盡最快的速度發(fā)貨。三天之內(nèi)如果采購員不能找到貨物要把發(fā)貨單號給客服業(yè)務(wù)員，讓其可以在三天之內(nèi)進(jìn)行線上發(fā)貨；2、打包前要仔細(xì)檢查物品質(zhì)量，顏色，是否有發(fā)錯貨，對于易碎的物品要慎重包裝；3、按照發(fā)貨通知單上的寫的

11、申報金額填寫申報價值；仔細(xì)核對地址；報關(guān)單上品名那里一般寫handcraft ，標(biāo)gift .4、要注意交貨時間，盡力在規(guī)定的時間內(nèi)交貨。如果客人所需物品缺貨的要及時聯(lián)系客服業(yè)務(wù)員，建議客戶延長交貨期，或者建議客戶換貨。四、留言模板模板一（收到訂單后留言）：Hi,*, thank you very much for your order, we will send you the goods within 1-3 days by China Post Mail(*), if any quesition, dont hesitate to ask me, hope we will have a

12、good start cooperation. Thank you.模板二(發(fā)貨后留言)：Hello, *(客戶名稱）, it is a pleasure to tell that the postman just picked up your item from our warehouse, it is by *(物流方式）about * working days to arrive. The tracking number is *, tracking web:*, you can view its updated shipment on the web, which will be sh

13、own in 1-3 business days. Also our after sales service will keep tracking it and send message to you when there is any delay in shipping. We warmly welcome your feedback.模板三(客戶30天后仍然沒有收到包裹的留言）：Hello *, this is *, I am sending this message to update the status of your order. The information shows the

14、 parcel didnt arrive your country, Apologize that the shipping is slower much than usual. Hope it is not a big trouble for you. Just now We extended the taking delivery time for you , thank you very much. Best Wishes.模板四（貨物到達(dá)海關(guān)后，提醒貨運相關(guān)進(jìn)展）：Hello Sir/MadamThis is *. I am sending this message to update

15、 the status of your order. The information shows it was handedto customs on Jan. 19. Tracking number：*. You can check it from web: *.You may get it in the near future. Apologize that the shipping is a little slower than usual. Hope it is not a big trouble for you.Best Wishes.模板五（貨物達(dá)到郵局）：Hello Sir/Ma

16、damThis is *. I am sending this message to update the status of your order. The information shows it is still transferred by Sydney post office. Tracking number：*. Please check the web *.You will get it soon, if your country Post delay it , please try to contact and urgent them, maybe you can get it

17、 earlier . Please note that package delivery. Hope you love the product when get my products. If so please give me a positive feedback. The feedback is important to me. Thank you very much.Best Wishes!模板六（評價時的模板）：給客戶評價時的模板： good buyer, thank you very much for your order, i hope we will have a long-t

18、ime cooperation, dont hesitate to contact with us if theres anything what i can help you , best regards.1.好評客戶留言模板：Hello, *, i am so pleased and grateful that you gave us a good feedback /you are satisfied with our products and service, i hope i can apply to give you a good discount or send a gift t

19、o you when you order next time. Thank you very much. Best regards2.中評客戶留言模板：道歉：Hello, * , i feel so sorry for all your inconvenience/ the quality question/ that you are not satisfied with *. 解釋原因：提出解決辦法：In order to showing my apologies, we hope we can give you a good discount or send you a gift when

20、 you order next time. and thank you so much for your suggestion , hope we will have a long-time cooperation. dont hesitate to contact with us if theres anything what i can help you , best regards.3.差評客戶留言模板(同中評）：在中評的基礎(chǔ)上增加：i am looking forward to your reply whether or not you agree we fix this thing.

21、 If agree, honestly hope you can revise the bad valuation. If you dont agree, could you give us a better suggestion? We hope we can fix this thing reasonably and positively. Let us apologize to you again for all your inconvenience. Thank you very much ,best regards.4.客戶未評價：Dear *，I just got the good

22、 news that you have confirm receipt the parcel,I hope you are satisfied with our products.We would appreciate it,if you can give us a positive feedback,the feedback is very important to us. I hope we will have a long-time cooperation, dont hesitate to contact with us if theres anything what i can he

23、lp you .Thank you very much.Best regards.*模板七（發(fā)錯貨物，漏發(fā)貨及時提醒客戶）：Hello *, it is a pity to tell you a thing that our delivery member forgot to send the gauze bag to you, could i send you again or we give you $* discount to you when you order next time? So sorry for all your inconvenience. Thank you very

24、 much , best regards.模板八（推薦訂閱店鋪）：1.給新買家推薦：Dear*，Thanks you for showing interest in my products. In order to offer a better service and keep you updated with the latest promotions and products, please subscribe to my store. Any problem of subscribing, please refer to 原意：親愛的*買家名稱*：很高興您關(guān)注我的產(chǎn)品，為了方便后續(xù)給您提

25、供更好的服務(wù)，建議您可以訂閱我的店鋪，可以及時了解我的店鋪和產(chǎn)品的最新動態(tài)。如 果您在操作時遇到問題時，請參看2.給老買家推薦：Dear *，Welcome to subscribe to my store. By a few clicks you can enjoy our VIP service such as the latest updates from new arrivals to bestselling products on a weekly basis etc. Any problem of subscribing, please refer to 原意：親愛的*買家名稱*：

26、歡迎您訂閱我的店鋪，這樣您每周可以收到最新、最熱銷的產(chǎn)品信息，僅需要您簡單操作，就可以享受給您的VIP服務(wù)。如果您在操 作時遇到問題時,請參看模板九 （論壇推廣模塊）：（速賣通教程鏈接地址）1.2.3.模板十（節(jié)假日祝福）：模板十一（對老客戶推銷模板）：hello *, thank you very much for your order in our store, do you sell by online store or Real store ? Could you send the website for my reference if you have a online store,

27、 you can tell me which product you selt mainly if you have a real store. we are a professional jewelry factory, i hope we can get the sellerdom news and your suggestion for the products. And maybe we can supply the product you are selling and be sure to give you best price than other suppliers for t

28、he same quality products. I hope we will have a long-time cooperation and help you have a better sale. Thank you very much ,best regards.模板十二(客戶抱怨全部是免運費，沒有按指定的運輸方式來發(fā)）：dear *, thank you very much for your message, i am so sorry that you didnt check our product description carefully, please check it a

29、gain, because many countires cant select the China Post free shipping, so we set all are free shipping, and you will discover manystores are do so in Aliexpress, and aliexpress have a course to tell us how to set all free shipping. Even so , dear carlos, dont worry, we are a orginal factory, our pri

30、ce must be best for this product , you must have no any lose. and i hope you will have a good sale and we will have a long-time cooperation.模板十三（客戶拍買了但是未付款）：Hi, Dear*,i found you bought our products , but you didnt pay the money, if you feel the shipping cost is too high? Or you dont know how to pay

31、 ? Could you tell me the reason, so that we can discuss to solve the question for you. 模板十四（說服國際站客戶到速賣通購買的第一封郵件）：Hi, Dear *, i am very pleased to receive your inquiry, snake necklace is one of our main products in our factory and we produce it many years with a good quality and service.Because so ma

32、ny detailers buy this products now and the quantity usual just have 100-500pcs, in order to save our clients time, we suggest you can buy our store directly, our store website address: snake necklace link is :You can see all the details such as the pictures, color palette, product description, all k

33、inds of shipping cost etc. And you can pay by western union, bank ,credit card online, if you have no these, you can contact with us by paypal.Please check it carefully, if you have any question for the price, operational approach, etc, dont hesitate to ask me, i will give you a satisfied answer and

34、 how to buy online.And i need tell you a good news, when your order is more than $300, we will reduce all the shipping cost in our store and send the goods to you by express such as DHL, UPS, EMS, Fedex etc.Aliexpress company belong to alibaba company , too and it is fit well for the small order to

35、buy online. Hope we will have a start cooperation in it and have a long-time cooperation.we hope you can give us some suggestion for our store for the picture, price, shipping, variety, MOQ etc. we will adjust all according to our clientsview.I am looking forward to your reply/order, thank you very

36、much.模板十五（客戶拍了但是沒有付款）：Oh,My God.You didnt pay for the product incredibly.This is beyond my imagination.The products are so perfect,however they are still not make you satisfied.It seems that my service and product are not good enough, which let you wasted so much time in my shop and lose your confid

37、ence on me.Im very sorry.Wish you have a happy life.模板十六（客戶留言過失沒有及時回，香港小包無路徑；DearGayane；Sosorryforthedelayreply，；IthinkIshouldtellyouthat；Apologizeagainforallofth；模板十七（客戶對材質(zhì)誤會并且提起糾紛并且沒有及時；DearMary；Ifeelsosorryforthedelayr；Ihavecheck模板十六（客戶留言過失沒有及時回，香港小包無路徑查不到1006047717）Dear GayaneSo sorry for the de

38、lay reply，too many message after CNY, so I missed to reply your message,really I feel so sorry. I have checked the message and our delivery record ,all of the information shows that we have shipped the parcel via HongKong post without tracking number,so it is untracked.But the rule of Aliexpress spe

39、cified that we must write a tracking number,if not,we cant send the goods online, therefore,my collegue wrote a tracking number of china Post mail.Im so sorry for all of the trouble we brought to you.I think I should tell you that there are so many parcel for HongKong post and the post is so slower

40、than usual by the end of the year,I hope you can cancel the dispute and wait for more days in patience,I believe the parcel will arrive in the near future,please believe that we wont make our clients bear any lose.If the parcel is returned or lost,we will refund you without any reason,Please dont wo

41、rry about that.if now we refund the money to you, when you get the parcel, you need pay the money to us or return back the parcel to us, i think that is trouble for you or me.Apologize again for all of the trouble brought to you.really so sorry because of the delay reply and not enough service. i ho

42、pe you can give us a chance to give you a discount or a simple gift when you next order. Thank you very much. Jack模板十七（客戶對材質(zhì)誤會并且提起糾紛并且沒有及時回復(fù)1005280810）Dear MaryI feel so sorry for the delay reply because we cant see the message of dispute centre in time if we didnt go to dispute centre, so I missed

43、to reply your message,really I feel so sorry.I have checked the material of the earrings,and I confirmed with our warehours stock,the material is crystal.I think you should confirm it again.and please send the goods pictures to our email(luluohua) to confirm.On the other hand,we are honest seller an

44、d hope establish long-time cooperation with any kind customer,we can not make our clients bear any lose.I hope you can understand and I am looking forward your next order.Thank you.Jack(投訴）：1. 投訴中國郵政小包還沒有收到貨：（事例：1005975643）Dear *, i am s*, i feel so sorry to bother you and all your inconvenience. we

45、 have followed the package tracking number all the time. now, the China Post mail always cant arrive to our clients hand because of so many parcel for China Post, although most are about 18-43 days, but it still have many package just canarrive more than 45-60 days or more,and sometimes some package

46、 return back to China ( less 2%), we ask the China Post mail that didnt know the exact reason they only can check the package status.maybe the customs clearance is a reason, your country post delaying is a reason, China Post delaying is a reason. i think the Post mail service is worse much than the

47、express.but it is very cheap when the weight is less than 2KG,we always feel so helpless for the China Post, so our product decription have Risk Tips for the Post Shipping way, we must deal with the delay positively, dont worry, we will still follow the tracking of you package. if the package return

48、 back by the Postal service, when we get the package we will return back the money to you unconditionally. please try to contact with your country Post and urgent them , our experience shows that can let the package to your hand earlier, it have no any other way.dear *, because you give us a dispute

49、 , that had let us have a dispute rate and give us a very bad effection. if you can cancel this dispute within 4 hours, that will have an arbitrament rate that will give us more bad effection. hope you can comprehend our work, and i hope you will have a good sale for our products, and we will have a

50、 long-time cooperation. please believe the Aliexpress company and believe our company, you wont bear any lose if you cancel this dispute, thank you very much.（如果客戶發(fā)起了一個糾紛）when you get the goods, please confirm it online, thank you very much, hope you will be satisfied with our goodsand you will have

51、 a good sale ,and we will have a long-time cooperation, thank you very much.(如果已經(jīng)到達(dá)客戶國家）Dear*, if your goods is urgent, i suggest you should select the express shipping way, when your order is more than $300, we will send the goods to you by express free shipping.if you are a mature buyer in aliexpr

52、ess , you will discover, when your order is more than $300 in a store, usually you can get a good price (some store can be free shipping less than $300, but the unit price is higher much), and it can save much shipping cost with a fast and safety shipping way. please confirm it, thank you very much.

53、（向客戶進(jìn)行推銷）if you still cant get the goods after 60 days,we or the aliexpress must refund all the money to you. (向所有這類型的投訴客戶進(jìn)行此承諾）2. 投訴發(fā)貨數(shù)量少了hi,*,i am so sorry about our careless, i need confirm the weight of parcel to check the less quantity with our shipment staff who just start to work after some d

54、ays, because only less a pcs, i apply to our manager, i think, could we can fix this thing as following:1.could i offset the 1pcs money when you next order,and we give you a good discount or send a simple gift to you?2.if you much refund now,could you give me your paypal account?really so sorry for

55、all the convenience, thank you very much.3. 客戶投訴標(biāo)明快遞免運費結(jié)果不是免運費的(參考訂單1005985135）dear *, thank you very much for your reply, i am so sorry that you didnt check our product description carefully, please check it again, because many countires cant select the China Post free shipping, so we set all are f

56、ree shipping, and you will discover many stores are do so in Aliexpress, and aliexpress have a course to tell us how to set all free shipping. Even so , dear carlos, dont worry, we are a orginal factory, our price must be best for this product , you must have no any lose. and i hope you will have a

57、good sale and we will have a long-time cooperation.4. 投訴色差：5. 投訴質(zhì)量問題：6. 投訴款式發(fā)貨，少發(fā)貨：7. 投訴銷售情況不好：8. 投訴我們發(fā)貨速度太慢；9.其它模板十一：1、當(dāng)買家光顧你店鋪, 詢問產(chǎn)品信息時：重點：跟買家初次打招呼，要親切、自然并表示出你的熱情。盡量在初步溝通時把產(chǎn)品元素介紹清楚， 范例參考:Hello, my dear friend.Thank you for your visiting to my store, you can find the products you need from my store . If there are not what you need, you can tell us, and we can help you to find the source, ple