跨境電商客戶服務(wù)課件

跨境電子商務(wù)客戶維護(hù)工作專案一

俞田田今天的任務(wù)是耶誕節(jié)即將來(lái)臨，給買家推薦自己的熱銷產(chǎn)品。操作示範(fàn)1Dearfriend,AsChristmasiscoming,Christmasgifthasalargepotentialmarket.Manybuyersboughtthemforresaleintheirownstore,asamanufacturer,wesupplyhighqualitybutreasonablepriceChristmasgiftofallkindsinourstore.Ifyouwanttobuymorethan10pieces,wecangiveyouawholesaleprice.Pleaseclickthelinkbelowtocheckthem.http://Lookingforwardtohearingfromyousoon.Bestwishes,XXX一、跨境電子商務(wù)客戶關(guān)係管理

客戶關(guān)係管理（CustomerRelationshipManagement,簡(jiǎn)稱CRM）指基於客戶的資訊進(jìn)行深入分析，挖掘客戶潛在需求，提高客戶滿意度，增加客戶黏性，是有利於提高運(yùn)營(yíng)效益的一種手段。跨境電商的客戶關(guān)係本質(zhì)是以客戶數(shù)據(jù)進(jìn)行分析，利用行銷、管理、數(shù)據(jù)等軟體輔助，主動(dòng)且有選擇地建立客戶關(guān)係，並以行銷思維來(lái)維護(hù)客戶，最終提升客戶的回購(gòu)次數(shù)，為店鋪贏得穩(wěn)定的客源。知識(shí)鏈接新客戶老客戶交易成功交易未成功交易成功關(guān)鍵字搜索、類目流覽、付費(fèi)廣告收藏、購(gòu)物車、流覽器記憶款式、銷量、折扣、評(píng)價(jià)、信譽(yù)退出店鋪款式、價(jià)格對(duì)比站內(nèi)信、訂單留言、還價(jià)溝通未果簡(jiǎn)單詢問購(gòu)買、物流、問題糾紛售後糾紛購(gòu)買收貨驗(yàn)貨、完成交易、雙方評(píng)價(jià)/收貨驗(yàn)貨、完成交易、滿意評(píng)價(jià)二、跨境電子商務(wù)客戶維護(hù)內(nèi)容和技巧客戶維護(hù)日常維護(hù)建交函祝賀信問候節(jié)日問候問候老客戶推廣宣傳推薦訂閱店鋪營(yíng)銷活動(dòng)推薦

客戶的滿意度來(lái)自每次的交易達(dá)成的情況。交易的完成，並不意味著溝通的結(jié)束，而是下次交易的開始，因此掌握一定的客戶維護(hù)技巧可以不斷積累客戶的滿意度和信賴度。具體內(nèi)容如下：成交致謝。一筆交易的順利完成是客戶對(duì)賣家信任的開始，一封簡(jiǎn)單的感謝信函表達(dá)了賣家對(duì)買家的珍重。贈(zèng)送禮品。禮輕人意重，當(dāng)客戶收到商品時(shí)，同時(shí)還收到了一份意外的小禮物，提高客戶的購(gòu)物愉悅心情，提升對(duì)賣家的好感。這些禮物可以是郵票、小掛件、賀卡、剪紙等具有民族特色的產(chǎn)品。節(jié)假日問候。熟悉客戶所在國(guó)家節(jié)假日資訊，有針對(duì)性的發(fā)送祝福和問候。比如西方國(guó)家的感恩節(jié)、耶誕節(jié)、萬(wàn)聖節(jié)、復(fù)活節(jié)等。好評(píng)獎(jiǎng)勵(lì)。當(dāng)客戶確認(rèn)收貨時(shí)，對(duì)產(chǎn)品有了真實(shí)的感受，也對(duì)前期的服務(wù)有了深刻的印象，買家樂意對(duì)自己的購(gòu)物體驗(yàn)做出滿意評(píng)價(jià)的。賣家可以給買家發(fā)放優(yōu)惠券、滿立減、特別折扣等表示感謝和獎(jiǎng)勵(lì)，這也會(huì)刺激客戶再次消費(fèi)。上新通知。通過(guò)行銷工具，站內(nèi)信，發(fā)放優(yōu)惠券、折扣券等方式，快速實(shí)現(xiàn)新品破冰。老客戶專項(xiàng)日。這是精準(zhǔn)的行銷手段。針對(duì)每一位客戶在完成一次交易之後的一個(gè)月內(nèi)，在勾起對(duì)方回憶的同時(shí)，引起對(duì)方的再次關(guān)注。比如：可以寫“Iamgladtoknowyouweresosatisfiedwithpurchaseinourstore,andgaveus5stars.Inresponse,youarehonoredasourVIPfromthismonth.Hopeyouwillenjoyyourshoppinghereforever.”滿一個(gè)月時(shí)，可以通過(guò)滿月禮、百日禮等方式，給與特別的折扣，通過(guò)感情溝通，引起對(duì)方的再次關(guān)注，比如：DearVIPfriend,itis100thdaysinceyouboughtthegoodsinourstore.We’dliketosendyouacouponforyourfurtherorder.Lookingforwardtoseeingyousoon.關(guān)聯(lián)推薦。賣家可以通過(guò)買家購(gòu)買的商品，推薦相似產(chǎn)品或者同類目下的商品。比如買了一條褲子，可以推薦一條皮帶或者配飾?；蛘哔I了一套直發(fā)假髮，推薦捲髮假髮等。促銷通知。平臺(tái)每年會(huì)有年中大促、年終大促、雙十一等各種促銷活動(dòng)，店鋪需要提前三天將活動(dòng)告知老客戶，將會(huì)大大提升產(chǎn)品的銷量。三、跨境電子商務(wù)客戶維護(hù)範(fàn)本

（一）日常維護(hù)

1、建交函Dearfriend,We’dliketointroduceourcompanyandproductsandhopetoestablishbusinessrelationswithyou.

Wearespecializinginmanufacturingandexportingsweatersforalmost10years.Ourproductsarefashionableindesignandcomfortableinwearaswellascompetitiveprice.

Youarewelcometovisitourstorelink:http：//…….Youmayfindourprofilesandhotsellingproducts.Asaveryactivemanufacturer,wedevelopnewdesignseverymonth.Shouldanyitembeofinteresttoyou,pleaseletusknow.

Wearelookingforwardtohearingfromyousoon.

Bestwishes,XXX2、祝賀信DearMs.Tee,

CongratulationsonyourrecentpromotiontoManagerofyourdepartment.Becauseofourclosecooperationover5years,weknowhowwellyouarequalifiedforthisposition.Youearnedthepromotionthroughyearsofhardworkandwearedelightedtoseeyourtrueabilitywinrecognition.

Congratulationsandbestwishesforyoursuccess.

Yourssincerely,XXX3、節(jié)日問候Dearfriend,

AsChristmasisdrawingnear,I’dliketocherishthisopportunitytowishyouMerryChristmas.Andmanythanksforyourcontinuoussupportsinthepastyears.Wewishbothbusinesssnowballinginthecomingyears.

Lastbutnotleast,onceyouhaveanyinquiryaboutproductsinthefollowingdays,hopeyoufeelfreetocontactus.

Yourfaithfully,XXX（二）推廣宣傳

1、推薦訂閱店鋪Dearfriend,

Thanksforshowinginterestinourproductsandwelcometosubscribeourstore,sowecanofferbetterserviceandkeepyouupdatedwiththelatestpromotionsandproducts.Anyproblemofsubscribing,pleaserefertothefollowinglink……

Yourssincerely,XXX2、行銷活動(dòng)推薦Dearfriend,Thankyouforyourshoppinginourstore.Toexpressourgratefulnesstoallourcustomers,aseriesofpromotionalactivitieswillbeheldfromOct.1to5thbyourcompany.$10offordersof$88ormore.Thereareonly5daysleftforthepromotion.Don’thesitatetojoinus.Bestwishes,XXX能力實(shí)訓(xùn)

客戶Mr.Larry是你的老客戶，但是自從1個(gè)月前購(gòu)買了2套兒童毛毯之後，就沒有消息了。1、作為店鋪老客戶，萬(wàn)聖節(jié)即將來(lái)臨，向他表示節(jié)日的祝願(yuàn)，並推送節(jié)日產(chǎn)品資訊。2、耶誕節(jié)馬上要到了，店鋪有一系列促銷活動(dòng)，比如滿立減、滿就送等，寫信通知對(duì)方。

跨境電子商務(wù)售前溝通與服務(wù)工作專案一

俞田田今天培訓(xùn)的內(nèi)容是售前服務(wù)，培訓(xùn)資料中顯示了下麵的資訊。仔細(xì)閱讀下麵的內(nèi)容，並作出分析。操作示範(fàn)1

這是一則客戶諮詢關(guān)於產(chǎn)品包裝尺寸的問題，客戶通過(guò)站內(nèi)信留言瞭解產(chǎn)品資訊，作為客服人員來(lái)說(shuō)，需要每天定時(shí)進(jìn)入後臺(tái)及時(shí)查詢消息，並給予答復(fù)，這則案例的第一次回復(fù)時(shí)間偏晚，不過(guò)從客戶的回復(fù)來(lái)看，對(duì)方?jīng)]有給出不耐煩的回應(yīng)，還是非常禮貌的表達(dá)了感謝?？头牡诙位貜?fù)就非常及時(shí)了，重視程度提高，並表達(dá)了“Haveaniceday!”這個(gè)句子，這句話非常符合西方人的生活習(xí)慣，他們不論是認(rèn)識(shí)的不認(rèn)識(shí)的在離開時(shí)都會(huì)對(duì)對(duì)方說(shuō)一句“今天過(guò)得愉快！”當(dāng)客服人員也入鄉(xiāng)隨俗的話，那麼就拉近了雙方的距離，好感倍增。工作專案二

杭州萬(wàn)源貿(mào)易有限公司是一家集生產(chǎn)和出口服裝為一體的進(jìn)出口貿(mào)易公司。公司目前的銷售管道除了傳統(tǒng)的貿(mào)易方式之外，還開始了阿裏巴巴國(guó)際站的業(yè)務(wù)。Helen負(fù)責(zé)國(guó)際站業(yè)務(wù)的開發(fā)和運(yùn)營(yíng)，今天她收到了一封客戶的詢盤函，內(nèi)容如下：要求：以Helen的名義對(duì)該客戶進(jìn)行回復(fù)。操作示範(fàn)二Helen收到訂單詢價(jià)時(shí)，首先需要在最快的時(shí)間內(nèi)進(jìn)行回復(fù)?；貜?fù)的內(nèi)容應(yīng)該根據(jù)客戶的問題進(jìn)行一一答復(fù)，包含以下內(nèi)容：感謝對(duì)方詢價(jià)、表達(dá)希望建立業(yè)務(wù)關(guān)係的願(yuàn)望、訂單的條件和報(bào)價(jià)。DearMsJeanClaude,

Thanksforyourinquiry.Wereallycherishthisopportunitytodobusinesswithyou.Ifyouplaceanorderforaquantityofmorethan3000pcs,we’dliketoofferyouthebulkpriceat$3.50/pconCIFbasis.Moredetailsaboutourproducts,pleaseseetheenclosure.

Wearelookingforwardtoyourearlyreply.

BestRegards,Helen知識(shí)鏈接跨境電商平臺(tái)按照產(chǎn)業(yè)模式和交易對(duì)象B2B阿裏巴巴國(guó)際站、環(huán)球資源網(wǎng)、中國(guó)製造網(wǎng)、自助貿(mào)易網(wǎng)、敦煌網(wǎng)B2C獨(dú)立B2C以收取傭金為主，收取會(huì)員費(fèi)、廣告費(fèi)等為輔速賣通、亞馬遜、Wish自營(yíng)B2C利潤(rùn)來(lái)源是銷售收入蘭亭集勢(shì)、易寶、環(huán)球易購(gòu)C2C收取商品展示費(fèi)交易服務(wù)費(fèi)eBay、Etsy一、跨境電商售前客服定義

售前客服是指在訂單成交前，為買家購(gòu)物提供相關(guān)指導(dǎo)，包括購(gòu)物流程、產(chǎn)品介紹，以及支付方式等的客服人員。

售前客服在客戶下單前，通過(guò)產(chǎn)品介紹，降低買家的購(gòu)買顧慮，同時(shí)還可以進(jìn)行同類或者關(guān)聯(lián)產(chǎn)品的推介工作，擴(kuò)大訂單和銷售額；在客戶決定購(gòu)買時(shí)，指導(dǎo)買家瞭解購(gòu)物流程，幫助客戶最終完成支付。因此售前客服關(guān)係到買家購(gòu)物體驗(yàn)和店鋪成交的轉(zhuǎn)化率。TIPS:?在B2B的模式中，受到數(shù)量、價(jià)格、物流、交期等因素的影響，買家對(duì)產(chǎn)品的售前諮詢尤為多。?在B2C和C2C模式中，如果店鋪展示的產(chǎn)品資訊足夠詳細(xì)和充分，客戶的諮詢相對(duì)會(huì)少很多。二、跨境電商售前客服工作內(nèi)容焦點(diǎn)問題產(chǎn)品相關(guān)交易相關(guān)物流相關(guān)費(fèi)用相關(guān)（一）產(chǎn)品相關(guān)問題產(chǎn)品相關(guān)問題主要包括產(chǎn)品的功能和相容性、相關(guān)細(xì)節(jié)明細(xì)及包裹內(nèi)件詳情等?？头藛T基本的素質(zhì)要求就是需要對(duì)所售產(chǎn)品非常熟悉，這樣才能針對(duì)客戶的問題在第一時(shí)間內(nèi)給出專業(yè)的答復(fù)。/item/Original-Huawei-Mate-9-6GB-128GB-Android-7-0-Smart-Phone-5-9-inch-Kirin-960/32792901606.html?spm=a2g01.8621890.layer-1e126f9b5d40.9.bKCqok&scm=1007.14110.78103.0&pvid=6529c9e0-7d2f-4c32-8e18-2fee53501241

該款產(chǎn)品屬性、性能資料眾多，同時(shí)還附帶了附件等相關(guān)內(nèi)容，因此對(duì)跨境電商客服人員要求會(huì)非常高，需要熟悉產(chǎn)品的性能，以及相應(yīng)的中英文翻譯才能熟練的回答客戶的問題。?DoesitsupportGooglePlayandMulti-language?Youransweris:Yes,installedMulti-languageROMandgoogleplaystorebeforeshipping.?Whowillpayforcustomsduty?Youransweris:Ourwebsitepricedoesn’tincludeanyimporttax/vatatdestinationandbuyersshouldpayforcustomsduty.?HowcanItypeinmynativelanguage?Youransweris:PleasedownloadGooglekeyboardbyyourselfwhenreceivingpackage.?MayIgetrepairwarranty?Youransweris:Wehaveone-yearwarrantyinChina,ifyoudon’ttakethephoneapart/oryoucangetlocalserviceifpaidwarrantyfeeonAliExpresswhileplacingorder.（二）交易相關(guān)問題

在跨境電商買賣過(guò)程中會(huì)遇到客戶關(guān)於產(chǎn)品價(jià)格、付款方式、付款時(shí)間等內(nèi)容的諮詢。因此，跨境電商客服人員需要對(duì)產(chǎn)品價(jià)格構(gòu)成、付款工具、收款操作流程有清晰的認(rèn)識(shí)和理解，以便更好地回答客戶的諮詢。產(chǎn)品價(jià)格構(gòu)成根據(jù)第三方平臺(tái)的不同，會(huì)有些許差別。但是，無(wú)論是在B2B平臺(tái)還是B2C平臺(tái)，亦或C2C平臺(tái)，基本都包含下麵幾個(gè)方面的內(nèi)容：成本價(jià)、國(guó)內(nèi)運(yùn)費(fèi)、國(guó)際運(yùn)費(fèi)、平臺(tái)手續(xù)費(fèi)、損耗率、提現(xiàn)手續(xù)費(fèi)、利潤(rùn)等。產(chǎn)品交易針對(duì)買家砍價(jià)的回復(fù)針對(duì)大額訂單詢價(jià)的回復(fù)實(shí)盤的表達(dá)句型有：ThisofferwillremainvalidforaweekfromJan.20,2019.ThisofferexpiresonAug.8.Thisoffermustbewithdrawnifnotacceptedwithin3days.ThisofferissubjecttoyourreplyreachingherebeforeJan.20,2019.…虛盤的表達(dá)句型有：Thisofferissubjecttotheseller’sfinalconfirmation.Thisofferismadewithoutengagement.Wemakeanofferforthisarticlesubjecttopriorsales.Thisofferissubjecttoourfinalconfirmationunlessotherwisestated.…TIPS:對(duì)於詢盤的回復(fù)必須及時(shí)、準(zhǔn)確、禮貌、完整。一般情況下，回復(fù)包括以下內(nèi)容:√表示受到對(duì)方的詢盤，並表示感謝；√回答買家提出的問題，適當(dāng)提供買家索取的材料；√鼓勵(lì)和暗示買家儘快下訂單；√表明積極促成業(yè)務(wù)的態(tài)度。TIPS:在回復(fù)函中，一般按照下麵流程√首先要感謝對(duì)方的有意購(gòu)買，√然後欣然接受並給予理由?！倘绻荒芙邮埽硎厩敢鈦K給予理由。√面對(duì)這樣的潛在客戶，要認(rèn)真細(xì)緻分析，促成交易達(dá)成，可以提供促成交易達(dá)成的一些附加條件。（三）物流相關(guān)問題B2B、B2C和C2C模式下都有可能遇到客戶提及關(guān)於運(yùn)輸方式、海關(guān)申報(bào)清關(guān)、運(yùn)送時(shí)長(zhǎng)和地區(qū)、是否支持掛號(hào)等內(nèi)容的問題，因此跨境電商客服人員還需要掌握上述內(nèi)容，在第一時(shí)間內(nèi)給出滿意的答復(fù)，消除客戶的疑惑，促使客戶下單。常用句型：√Iftheproductisoutofstock,itmaydelay2-5days.√ItemsareshippedbyAirmailfromChinaandreachmostofthecountrieswithin10-20businessdays.√Deliverytimedependsondestinationandotherfactorsanditmaytakeupto30businessdays.√YourordercanbesentviaEMSexpress!√Weupgradethelogisticsarrangement.√Ourstorecannotsupplyshippingservicetoyourcountry.√Youspecifytheshippingaddressandwewilldelivertheordertoyourdesignatedaddress.（四）費(fèi)用相關(guān)問題在跨境電商交易中，除了報(bào)價(jià)費(fèi)用之外，還會(huì)出現(xiàn)關(guān)於其他費(fèi)用的相關(guān)問題。在B2B中，會(huì)涉及到批發(fā)購(gòu)買、合併郵費(fèi)、關(guān)稅、優(yōu)惠等問題。在B2C，C2C貿(mào)易中會(huì)涉及到合併郵費(fèi)、關(guān)稅、優(yōu)惠等問題。常用句型：√Iftheproductisoutofstock,itmaydelay2-5days.√Insomespecialcases,buyersmightneedtopaysomeimporttaxesorcustomschargesevenwhentheirpurchaseissmallvalue.√Astospecificrates,pleaseconsultyourlocalcustomsoffice.√FreeshippingisnotavailablefororderssenttoCanada.

合理性主動(dòng)性系統(tǒng)性

售前、售中和售後溝通三原則體現(xiàn)公司規(guī)模、資歷、實(shí)力和產(chǎn)品性價(jià)比高等表明團(tuán)隊(duì)高效團(tuán)結(jié)展示個(gè)人克服壓力積極進(jìn)取，努力奮進(jìn)達(dá)成目標(biāo)。(Buyer直接溝通的對(duì)象，占主要篇幅，內(nèi)容可涉及生活和工作，主動(dòng)將溝通基調(diào)定在向朋友交流的方向發(fā)展)售前溝通——跨境之初見全靠圖搞掂儘量做鋪墊資訊發(fā)送者角色身份性別設(shè)定（銷售人員、基層人員、女/男）合理編制公司、團(tuán)隊(duì)和個(gè)人文案（原則如下三點(diǎn)）售前溝通實(shí)例分析選其一售前溝通實(shí)例分析售前溝通實(shí)例分析自然溝通（不做作）合理嵌入（易接受）構(gòu)思清晰，情節(jié)合理交朋友語(yǔ)氣切忌生搬硬套取材生活適時(shí)發(fā)出“初見軟文”保持有效溝通速賣通規(guī)則簡(jiǎn)介處罰類型售前溝通文案——不是範(fàn)本的範(fàn)本1.即時(shí)聊天工具保持線上盡可能保持TradeManager（旺旺）線上，即時(shí)準(zhǔn)確回復(fù)buyer疑問。（電腦線上、手機(jī)APP登陸線上）2.及時(shí)準(zhǔn)確回復(fù)站內(nèi)信：詢盤站內(nèi)信和訂單站內(nèi)信歸入同一模組，盡可能做到30分鐘內(nèi)回復(fù)，成交率提升明顯。（網(wǎng)頁(yè)版站內(nèi)信、推送至私人郵箱站內(nèi)信）售前溝通其他技巧3.產(chǎn)品最終頁(yè)設(shè)置完整（Seller單向主動(dòng)溝通）

產(chǎn)品的專業(yè)介紹說(shuō)明良好的退換貨政策詳盡的物流政策售前溝通其他技巧產(chǎn)品的專業(yè)介紹說(shuō)明良好的退換貨政策詳盡的物流政策三、跨境電子商務(wù)售前溝通與服務(wù)解決範(fàn)本

焦點(diǎn)問題產(chǎn)品相關(guān)物流相關(guān)費(fèi)用相關(guān)交易相關(guān)產(chǎn)品資訊情況Hifriend,AsChristmasisdrawingnear,andChristmasgifthasalargepotentialmarketinEuropeancountries.Sinceitshighprofitmarginoftheseproducts,manybuyersboughtthemforretail.Followinginformationisgiftlink,pleaseclicktoseedetails./item/32792901606.html?spm=Ifyouwanttobuymorethan10pieces,wewillallowyouawholesaleprice.Bestwishes,XXX2.發(fā)生缺貨情況Dearfriend,Wearesorrytoinformyouthatthisitemisoutofstockatthemoment.Wewillcontactthefactorywhenitwillbeavailable.Meanwhile,wewouldliketorecommendtoyouotheritemssimilarwiththeoneyoulike.Wehopeyouaresatisfiedwiththemaswell.Youcanclickonthefollowinglinktoseethem./item/32792901606.html?spm=Weappreciateyourearlyreply.Yourssincerely,XXX3.有貨情況Dearfriend,Yes,itisavailableforusnow.Ifyouwouldlikeorder,wecanarrangetheshipmentin48hoursforyou.Lookingforwardtoyourreply.Bestwishes,XXX4.不提供樣品Dearfriend,Thanksforyourinquiry.Weareveryinterestedinyourproject,butwearesorrythatthefreesampleisnotavailable.Ifyoucanplacethebulkorderbythen,wecanrefundyouthesamplecostforyou.Ifyouhaveanyfurtherquestions,pleasefeelfreetocontactme.Bestregards,XXX二、交易相關(guān)問題範(fàn)本針對(duì)大額訂單，一般詢盤的回復(fù)DearXXX,ThankyouforyourinquiryofJune16,2019.Wehavetheseitemsinstocknow,asyouknow,ourproductsaresuperiorinqualityandreasonableinprice.Asweareinthepromotionsales,weoffera3%discountforbulkpurchase.Ifyouwouldliketohavemoreinformation,pleasedonothesitatetocontactus.Wearelookingforwardtoyourearlyreply.Bestwishes,XXX2.針對(duì)大額訂單，具體詢盤的回復(fù)DearXXX,ThankyouforyourinquiryofJune16,2019andwearepleasedtomakethefollowingquotationforthegoodsasrequired.Commodity:Men’sT-shirtItemNo.:ZFE-1Qty.:3000pcsSize:S,M,LandXLColor:dark,grey,lightblue,andwhitePrice:atUSD4.2/pcCIFNewYorkShipment:inJuly1,2019Payment:byirrevocableL/CatsightThisofferisvalidfor6days.Aswehavebeenreceivingarushofordersnow,wewouldadviseyouifyouareinterestedinit,pleaseletushaveyourreplyassoonaspossible.Yoursfaithfully,XXX3.針對(duì)大額訂單的報(bào)價(jià)DearMs.Julie,

Thisistoconfirmyourfaxof13,July2019,askingustomakeyouafirmofferforgreenbeenandsoybeanCFRSingapore.

Wefaxedyouthismorningofferingyou400metrictonsof1classgreenbeanat$2000permetrictonCFRSingapore,forshipmentinOct.2019,subjecttoyourreplybeforeSet.20,2019.Pleasenotethatwehavequotedourmostfavorablepriceandareunabletoentertainanycounteroffer.

Astosoybeans,wewouldliketoadviseyouthatthefewlotswehaveatpresentareunderofferelsewhere.If,however,youweretomakeusasuitableoffer,thereisapossibilityofoursupplyingthem.Asyouknow,ithasbeenagreatdemandforthesecommoditiesandthishasresultedinincreasedprices.Youmay,however,takeadvantageofthestrengtheningmarketifyousendanimmediatelyreply.

Yoursfaithfully,XXX4.針對(duì)買家砍價(jià)的回復(fù)DearJeffery,Thankyouforyourinterestsinourgoods.Sorrythatwecan’tofferyouatyourprice.Webelieveourpriceisquitecompetitive,itisimpossiblethatanyothersupplierscanquoteaslowasoursiftheirproductsareasgoodasoursinquality.However,we’dliketoofferyousomediscountsonbulkpurchases.Ifyourorderismorethan500pieces,wewillgiveyouadiscountof3%off.Pleaseletmeknowforanyfurtherquestions.Thanks.Bestwishes,XXX5.當(dāng)客戶猶豫不定時(shí)，提醒客戶儘快確認(rèn)訂單，以禮物或是其他活動(dòng)給與誘惑Dearfriend,Thankyouforyourpatronage,asyoucansee,therearealotofpromotionsinourstore.Ifthevalueofgoodsyoupurchasedreachestoacertainamount,wewillgiveyouasatisfyingdiscount.Lookingforwardtoyourearlyreply.Yoursfaithfully,XXX三、物流相關(guān)問題範(fàn)本不提供客戶免運(yùn)費(fèi)的要求Dearfriend,

Sorry,freeshippingisnotavailablefortheorder. Butwecangiveyoua5%discountoftheshippingcost. Hopeyouhappywithit.

BestRegards

XXX2.客戶詢問是否有直銷航運(yùn)Dearfriend, Yeah,thedirectshippingisavailableforus. Youjustonlygiveusthespecificationoftheitem,receivingaddressandshippingcarriers,ourprofessionalteamwillhelpyouhandleanyotherthingsatourend. Ifyouhaveanyfurtherquestions,pleaseletmeknow. Thanks! XXX3.賣家回復(fù)貨物到達(dá)時(shí)間Dearfriend,Thankyouforyoursupportonus.Usuallyittakesabout7-12daysfortheitemyouwant.Ifyouhavequestions,pleasefeelfreetocontactus.Bestwishes,XXX4.遇到節(jié)假日，物流有所變動(dòng)Dearfriend,WeupgradethelogisticsarrangementtomakeupthedelayfortheChineseNationalHoliday,soitwouldwillreachyouabout7-12dayslater.Wehopeyouappreciateourproducts.Welcometovisitusagain.Bestwishes,XXX5.因?yàn)槲锪黠L(fēng)險(xiǎn)，無(wú)法發(fā)貨Dearfriend,

Thankyouforyourinquiry.

Iamsorrytoinformyouthatourstorecannotsupplyshippingservicetoyourcountryduetoforcemajeure.Onceitisavailable,wewillcontactattheearliestdate.Lookingforwardyourorder.

Iappreciateyourunderstanding!

Sincerely,XXX四、費(fèi)用相關(guān)問題範(fàn)本客戶詢問關(guān)稅問題Dearfriend,Thankyouforyourinquiry.Iunderstandthatyouareworriedaboutextracostforthisitem.Basedonpastexperience,importtaxesfallsintotwosituations.First,itdidnotinvolveanypossibleextracostforthisitematlowerpriceinmostcountries.Second,insomespecialcases,buyersmightneedtopaysomeimporttaxesorcustomschargesevenwhentheirpurchaseissmallvalue.Astospecificrates,pleaseconsultyourlocalcustomsoffice.Iappreciateforyourunderstanding!Bestwishes,XXX2.合併支付及修改價(jià)格的操作Dearfriend，

Ifyouwouldliketoplaceoneorderformanyitems,pleasefirstclick"addtocart",then“buynow”,andcheckyouraddressandorderdetailscarefullybeforeclicking“submit”.Afterthat,pleaseinformme,andIwillcutdownthepricetoUS$XX.Youcanrefreshthepagetocontinueyourpayment.Thankyou. Ifyouhaveanyfurtherquestions,pleasefeelfreetocontactme. BestRegards, XXX3.提醒買家儘快付款DearAnderson,Weappreciatedyourpurchasefromourstore.However,wenoticethatyouhaven’tmadethepaymentyet.ThisisafriendlyremindertoyoutocompletethepaymenttransactionASAP.Instantpaymentsareveryimportant.Theearlieryoupay,thesooneryouwillgettheitem.Ifyouhaveanyproblemsonpayment,pleaseletusknow.Lookingforwardtoyourreply.Bestwishes,XXX4.商品熱銷，催促買家儘快付款DearHelen,Weappreciateyourorderfromus.Youhavechosenoneofthebest-sellingproductsinourstore.Itisverypopularforitsgoodqualityandcompetitiveprice.Rightnow,weonlyhaveXXlotsoftheXcolorsleft.Wewouldliketoinformyouthatthisproducthasahighriskofsellingoutsoon.Wenoticedthatyouhadn’tfinishedthepaymentprocessfortheorder.We’dliketoofferyoua10%discountonyourorder,ifyoupurchasenow,toensurethattheproductdoesn’tsellout.Wewillshipyourorderwithin24hoursonceyourpaymentisconfirmed.Ifyouneedanyhelporhaveanyquestions,pleaseletusknow.Bestregards,XXX能力實(shí)訓(xùn)1、根據(jù)所學(xué)，用圖表的形式跨境電子商務(wù)售前溝通包括哪些內(nèi)容，並如何解決。2、根據(jù)下麵問題給出合適的答復(fù)。問題1：HowcouldItrackmypackage?問題2：WhycannotIplaceanorder?問題3：WhatshouldIdoifmycardpaymenthasfailed?

跨境電子商務(wù)平臺(tái)客服英語(yǔ)

操作示範(fàn)問題1:Igotanerrormessageduringthepaymentprocess.WhatshouldIdo?回答:

Ifyougotanerror

messageonourwebsite,pleasecheckyourorderstatus.Becauseweprocessa

lotofpaymentsatthesametime,itmighttakeawhilebeforetheorderstatus

is

updated.Wehopewe

cancountonyourpatienceandunderstanding.Forsomepayment

methods,youmightgetredirectedtoanotherpageofathirdfinancialparty.

Ifyoureceivedanerrormessagehere,itisbesttogetintouchwithyour

paymentprovider

directly.Besides,

you

can

click

'Chat

Now'

and

input

order

number

there

for

further

checking.問題2：

Whyhasmyorderbeenclosed?回答：Sometimesordersare

closedforsecurityreasons.Ifyoureceivedanemailfromuspleasefollowthe

instructionshere.Ifyoudonotreceiveanemail,youcantrytoplacethe

orderagainlater.問題3：

HowdoIuseacouponordiscount?Whenyouplaceyourorder,youcanuseyourcouponorgetadiscount.Here’show:

1.Makesureyouknowwhenyoucanusethecoupon.

Goto

MyCoupons

toseewhichcouponshavebeenaddedtoyouraccount.

Whenusingyourcoupons,pleasepayattentiontothefollowing:

a.Theminimumspend

b.Thevalidityperiod

c.Thecouponrules

Sellerdiscountsaregivenautomatically.Toseehowmuchyouneedtospendtogetthediscount,justcheckthedropdownmenuintheorangesection.

2.Placeyourorder

Foundsomethingyouwanttobuy?Click

BuyNow

or

Addtocart

toplaceyourorder.

3.Usethecouponwhenyouconfirmyourorder

Youwillthenbetakentothe

OrderConfirmation

page,whereyouneedtoconfirmyourorderanduseyourcoupon.Availablediscountsandcouponsareshownautomatically.

Ifyouhavemorethanonecouponwhichcanbeusedonthesameorder,youcanselecttheoneyouwanttousebyclicking‘ApplySellerCoupon’or‘ApplyAliExpressCoupon’.

Theordertotalwillbeupdated,showingyouthefinalpriceandhowmuchyouhavesaved.

Sometimes,itlookslikenocouponsareavailable.Inthiscase,youcancheckthefollowing:

1.Areyoumeetingtheminimumspendingrequirement?Ifnot,youcouldchooseaddmoreproductstoyourcart.

2.Isyourcouponstillvalid?Ifthecouponhasalreadyexpiredorisn’tactiveyet,youcan’tuseitonyourorder.

TofindoutmoreaboutAliExpresscouponsanddiscounts,

watchthisvideo.知識(shí)鏈接一、定義

跨境電商客服，除了各個(gè)店鋪需要客服人員之外，每個(gè)第三方平臺(tái)均有客服諮詢這一欄目，為客戶提供專業(yè)的關(guān)於帳號(hào)、購(gòu)物流程、付款流程等操作的答復(fù)?？蛻粼谫?gòu)物之前或者購(gòu)物過(guò)程中遇到問題，可以嘗試在列表中尋找相應(yīng)的答案，或者留言給客服，等待答復(fù)。如果是關(guān)於產(chǎn)品的問題，則需要向店鋪的客服進(jìn)行諮詢?？缇畴娚唐脚_(tái)客服英語(yǔ)跨境電商店鋪客服英語(yǔ)服務(wù)對(duì)象買家買家服務(wù)內(nèi)容關(guān)於平臺(tái)操作的事宜關(guān)於所售產(chǎn)品事宜從語(yǔ)言角度更加正式和專業(yè)，語(yǔ)言更加標(biāo)準(zhǔn)，語(yǔ)法用詞準(zhǔn)確，給出的答復(fù)更加的流程化和固定化。二、跨境電商平臺(tái)客服英語(yǔ)路徑

雖然有許多跨境電子商務(wù)平臺(tái)，但是無(wú)論該平臺(tái)是第三方形式還是自營(yíng)形式，客戶服務(wù)都會(huì)在醒目的位置顯示。下麵以速賣通為例，演示其路徑。第一步：登陸速賣通賣家首頁(yè)/，第二步：點(diǎn)擊上方菜單“help”下拉菜單“CustomerService”

第三步：點(diǎn)擊進(jìn)入“CustomerService”，在頁(yè)面的左側(cè)有與客戶相關(guān)的問題及回復(fù)。三、跨境電商平臺(tái)客服英語(yǔ)匯總

Accountmanagement問題1：

Icannotsignintomyaccount.WhatcanIdo?回答:Tosignintoyouraccount,pleasemakesureyouenterthecorrectregisteredemailaddress(orMemberID)andpassword.Yourpasswordiscasesensitive,sopleasecheckifyourkeyboard'sCapsLocklightisonandalsomakesuretherearenoextrablankspacesinthepassword.Productselection問題1：

DoIhavetopayforcustomsandimporttaxes?回答:Youmaybechargedcustomsdutiesandtaxesforsomethingyouboughtbecause:?Dutiesandtaxesaretypicallynotincludedinthepriceoftheitem,andmightnotbeincludedintheoverallshippingcostsyoupaytotheseller.?WhenshoppingontheonlineplatformsuchasAliExpress,youarebuyingfromoverseassellers.That’swhysometimesyouwillbeaskedtopaycustomsduty.

問題2：

HowdoIfindagoodseller?回答:Thereareanumberofwaystofindagoodseller:1）Filtertop-ratedsellerswiththeadvancedsearchtool.2）Checkaseller’sfeedbackratings.Thisratingisbasedonotherbuyers’reviews.3）Otherbuyers’feedbackisavaluableevaluationtoseeiftheselleristrustworthy.Checkforproductreviews,servicefeedbackandotherrelevantinformation.4）Askquestions.Ifyoustillhaveanydoubts,don’tbeafraidtocontactasellerandopenadialogue.Goodsellersaretypicallyhappytoengagewithinterestedbuyers.Coupon&Promotion問題1：HowdoIuseacouponordiscount?回答:Whenyouplaceyourorder,youcanuseyourcouponorgetadiscount.Here’show:1）Makesureyouknowwhenyoucanusethecoupon.Whenusingyourcoupons,pleasepayattentiontothefollowing:a.Theminimumspendb.Thevalidityperiodc.ThecouponrulesSellerdiscountsaregivenautomatically.2）Placeyourorder3）UsethecouponwhenyouconfirmyourorderTheordertotalwillbeupdated,showingyouthefinalpriceandhowmuchyouhavesaved.

Sometimes,itlookslikenocouponsareavailable.Inthiscase,youcancheckthefollowing:1）Areyoumeetingtheminimumspendingrequirement?Ifnot,youcouldchooseaddmoreproductstoyourcart.

2）Isyourcouponstillvalid?Ifthecouponhasalreadyexpiredorisn’tactiveyet,youcan’tuseitonyourorder.

Ordering&PaymentOrdering問題1：HowdoIuseacouponordiscount?回答:1）Whenyou’vefoundaproductyoulike,makesureyoucheckproductspecificationssuchassizeandcolor.2）Somesellersalsooffercoupons.Youcanfindthemintheirstoreandtheproductdetailpages.3）Whenyou’rereadytoplaceyourorder,youcanclick“BuyNow”andcontinuetothecheckout,oryoucanaddtheproducttoyourcartfirstandcontinueshopping.4）Ifyouwantbuyalltheitemsinyourcart,simplyclick“BuyAll”toplaceyourorder.問題2：Whyhasmyorderbeenclosed?回答:Sometimesordersare

closedforsecurityreasons.Ifyoureceivedanemailfromuspleasefollowthe

instructionshere.Ifyoudonotreceiveanemail,youcantrytoplacethe

orderagainlater.Payment問題1：HowcanIpaywithmycreditcardordebitcard?回答:TakeAliExpressasanexample,thewebsiteoffersthesepaymentoptions:Visa(creditanddebitcards),MasterCard,Maestrodebitcards,andAmericanExpress.Pleasefollowthestepsbelow:

?Ifyoulinkedyourcardtoyouraccount1）Choosethepaymentmethod2）Click

ConfirmandPay??Ifyouhaven’tlinkedyourcardtoyouraccount1）Onthecheckoutpage,enteryourcarddetailsandthetypeofcardwillautomaticallyberecognized.

2）Click

PayNow

andyourorderwillbeverifiedwithin24hours.問題2：Igotanerrormessageduringthepaymentprocess.WhatshouldIdo?回答:Becauseweprocessa

lotofpaymentsatthesametime,itmighttakeawhilebeforetheorderstatus

is

updated.Wehopewe

cancountonyourpatienceandunderstanding.Forsomepayment

methods,youmightgetredirectedtoanotherpageofathirdfinancialparty.

Ifyoureceivedanerrormessagehere,itisbesttogetintouchwithyour

paymentprovider

directly.Besides,

you

can

click

'Chat

Now'

and

input

order

number

there

for

further

checking.AwaitingOrderArrival問題1：Ihavenotreceivedmyorder.WhatcanIdo?回答:Ifyouhaven’treceivedyourorder,pleasetrythebelowmethodstosolvetheproblem:havenotreceivedmyorder.

Method1.Youcantrackyourorderwiththetrackingnumbergivenbytheseller:GotoMyOrders>Locatetheorder>andClickTrackOrder.Ifyoufindthetrackingnumberisinvalid,itmaybebecausetheshippingcompanyneeds3to7daystoupdatetheshippingstatus.Youcanalsocontactthesellerformoreshippinginformation.YoumayleaveamessageontheorderdetailspageorclickContactSelleronorderlistpage.Method2.Contactthesellerformoreinformation.Ifthatdoesn’twork,youcanalwaysapplyforarefundbyopeningadispute.MakesureyoudothisbeforeyourBuyerProtectionhasended.

Method3:Ifyoudidn’treceiveyourorderandyouBuyerProtectionisabouttoend,pleaseclicktheChatNowbuttontochatwithourCustomerServiceTeam.Aftersales問題1：TheproductIreceiveddoesnotmatchthedescription.WhatcanIdo?回答:Ifyouarenotsatisfiedwiththeproductyoureceived,contactyoursellertoagreeonasolution.Ifthatdoesn’thelp,youcanapplyforarefundbyopeningadispute.PleasemakesureyoudothisbeforeyourBuyerProtectionhasended.Iftheselleragreestoyourrefundrequest,ordoesn’trespondwithin5days,therefundwillbeproce