《跨境電商客戶關(guān)系管理》課件-跨境客戶的開發(fā) 掌握message回復(fù)

掌握message回復(fù)《跨境電商客戶關(guān)系管理》情景描述任務(wù)導(dǎo)入任務(wù)操作知識點(diǎn)講解目錄情景描述李曉運(yùn)營eBay店鋪李曉收到了客戶咨詢產(chǎn)品細(xì)節(jié)的message任務(wù)導(dǎo)入跨境電商哪些流程需要與顧客進(jìn)行message往來？李曉想知道：任務(wù)操作刊登上架在平臺進(jìn)行產(chǎn)品詳情描述知識點(diǎn)講解一、售前接觸二、售中維系三、售后維護(hù)知識點(diǎn)講解一、售前接觸對本公司產(chǎn)品或服務(wù)的徹底了解對相關(guān)平臺政策的基本認(rèn)知對顧客心理的適當(dāng)猜測知識點(diǎn)講解（一）議價buyer：Canyougivemesomediscount,ifIbuy

more?seller：Dearfriend,Thankyouforyour

mail.Couldyoupleasetellusyourlocation?we'llcalculateditandcouldyoupleasetellushowmanydoyou

need?Waitingforyour

reply.Haveanice

day,知識點(diǎn)講解（二）合并運(yùn)輸buyer：Hello,seller,canyoucombineshippingformeasI’veboughtseveralitemsfromyou?Pleasesendmejustinonepackage,thanks.seller：Dearcustomer,Thanksforyour

mail.Wehavecombinedtheshippingalreadyandonlychargeyoutheshippingfeeonce.YoucanchecktheinvoiceI'vejustsentittoyouandpleasemakethepaymentthroughtheinvoicedirectly.Anyotherquestions,feelfreetoletus

know.Haveanice

day,知識點(diǎn)講解（三）產(chǎn)品問題buyer：AsiaorUS

size?seller：Dear

customer,Thankyouforyour

attention.AsyoucanseeourlocationisDongguan,China,andoursupplierisalsoinChina,youcouldcheckthesizechartinthelisting.Youcouldbeassured,allofouritemswithhigh

quality.Ifanyquestionpleasecontact

us.Haveanice

day,知識點(diǎn)講解二、售中維系售中是指從買家下單后到買家簽收貨物這個階段。溝通主要是發(fā)貨確認(rèn)、物流問題、告知客戶產(chǎn)品的物流信息，以讓客戶掌握產(chǎn)品的動向。知識點(diǎn)講解（一）更換地址Dear

friend,Thankyouforyour

mail.Wehavechangedtheaddressforyou.Hopeyouwillgetitsoon.Ifyouhaveanyquestion,pleasecontact

us.Haveanice

day,知識點(diǎn)講解（二）賣家缺貨取消訂單Dearfriend,Thanksforpurchasingfromus.However,weareverysorrytoinformyouthatwhenwewerepreparingtoshiptheorder,wefoundthelastfewpiecesinstockaredamagedandnotsuitableforsale.Aftercontactingoursupplierurgently,theypromisedustooffernewsupplyandinformedthatreplacementwillbeavailableonXXX.Therefore,pleasenotethatyouritemwillbedelayedforXXXdays.Isthisokfor

you?Yourunderstandingisappreciated.Weapologizeforthe

delay.Waitingforyourreply.Yourssincerely,知識點(diǎn)講解（三）未付款訂單未付款訂單，建議12-24小時內(nèi)去信詢問下買家不能付款原因，也可以通過提醒折扣到期，或者庫存不多來刺激買家盡快下單。Dear

customer,Weappreciatedyourpurchasefromus.However,wenoticedyouthathaven’tmadethepaymentyet.Thisisafriendlyremindertoyoutocompletethepaymenttransactionassoonaspossible.Instantpaymentsareveryimportant，theearlieryoupay,thesooneryouwillgetthe

item.Ifyouhaveanyproblemsmakingthepayment,orifyoudon’twanttogothroughwith

thisorder,pleaseletusknow.Wecanhelpyoutoresolvethepaymentproblemsorcanceltheorder.Thanks

again!Lookingforwardtohearingfromyousoon.Best

Regards,知識點(diǎn)講解三、售后維護(hù)提高買家滿意度可以給賣家?guī)眍~外的交易，能夠影響到產(chǎn)品的排序曝光，會影響其他買家的購買行為以及對賣家的星級和享受的資源產(chǎn)生影響。因此，買家的滿意度對賣家非常重要，而售后服務(wù)則是影響到買家滿意度的重要方面。售后主要問題包含三大方面：產(chǎn)品質(zhì)量問題、物流問題、退換貨問題。思政：提升服務(wù)意識，培養(yǎng)工匠精神知識點(diǎn)講解（一）產(chǎn)品質(zhì)量問題一般遇到產(chǎn)品質(zhì)量問題，要根據(jù)產(chǎn)品貨值，買家態(tài)度等情況解決。案例：

buyerHello.Thet-shirthasarrived.Unfortunatelyithasstainsand

theseamshavedifferent

colors.Kind

regards,知識點(diǎn)講解（一）產(chǎn)品質(zhì)量問題A.質(zhì)量問題不影響使用Dear

customer,Thankyouforyouremail,wesincerelyapologizeforthetrouble,wearewillingtotaketheresponsibilityandmorestrickenonqualityinspection.Aboutyourissuecouldyoupleaseallowusoffer

you

$ as

ancompensation?Isthatanacceptablesolution?orwhatisyouridea

?WhateverwewilltryourbesttosolveitforyouLookforwardtohearingfrom

you.Best

regards,知識點(diǎn)講解（一）產(chǎn)品質(zhì)量問題B.質(zhì)量問題影響使用，小額建議直接退款。Dear

customer,Sosorryforthetrouble,wesincerelyapologizeaboutthismatter.Wewouldliketoofferyouafullrefundfortheissue.pleasehavea

check.Ifyouhaveanyquestion,pleasecontactus.Best

regards,知識點(diǎn)講解（一）產(chǎn)品質(zhì)量問題C.質(zhì)量問題影響使用，金額較大。Dearfriend,Thankyouforyourmailandsorryforallthe

trouble.Asfortheproblemyoumentioned,canyourepairitin

yourcountry?Ifso,wecanrefundyoupartialmoneyascompensation,do

youagree?Waitingforyourreply.Thanksand

regards,知識點(diǎn)講解（二）物流問題當(dāng)物流出現(xiàn)延誤或者不更新時。案例：buyer：Hi,Ineedtocheckonthepackage.Istillhaven’t

receivedit!Forthepast4daysI’vebeencheckingthetrackinganditisinthesameofficenothere!I'mvery

upset.付款時間：4月9號 發(fā)貨時間：4月10日 來信時間：4月16日知識點(diǎn)講解（二）物流問題Dear

friend,Thankyouforpurchasing(itemIDoritemtitle).Wehaveshippedyour

itemon(日期).

Weshipped

it

by(物流商)，

andthe

tracking

number

is

( ).However

withthe

busyseasonshippingtime,theremaybeadelayfordeliverytimes.WepromiseWewillprovideasatisfactorysolutionforyouiftheitemisnotdelivered.Yoursatisfactionisourmostpriority,pleasecontactusifyouhave

anyconcerns.Weapologizeforany

inconvenience.Yourunderstandingisgreatlyappreciated.Best

regards,知識點(diǎn)講解（三）退換貨賣家原因退貨顧客發(fā)來圖片，根據(jù)情況引導(dǎo)退部分或全額款。Dear

friend,We’resosorryfortheunsatisfiedpurchase.We’rewillingtosolvetheproblem.Sorryforthepoorquality,thiskindofthe