《跨境電商客戶關(guān)系管理》課件-售中客服業(yè)務(wù)范圍 學(xué)習(xí)處理交易問題咨詢回復(fù)

學(xué)習(xí)處理交易問題咨詢回復(fù)跨境電商客戶關(guān)系管理情景描述任務(wù)導(dǎo)入知識點講解總結(jié)任務(wù)操作目錄李曉在企業(yè)郵箱收到一封郵件。情景描述郵件的主要內(nèi)容是客戶對的咨詢。學(xué)習(xí)售前跨境客服的技巧。小組討論：跨境客服是和顧客直接接觸的崗位，跨境客服需要掌握哪些交易回復(fù)問題呢？任務(wù)導(dǎo)入任務(wù)操作跨境客服應(yīng)該掌握以下交易回復(fù)問題：一、針對大額訂單，一般詢盤的回復(fù)二、針對大額訂單，具體詢盤的回復(fù)三、針對大額訂單的報價四、針對買家砍價的回復(fù)五、針對猶豫不決的客戶回復(fù)技巧知識點講解知識點講解Dear

XXX,ThankyouforyourinquiryofJune16,

2019.Wehavetheseitemsinstocknow,asyouknow,ourproductsaresuperiorinqualityandreasonableinprice.Asweareinthepromotionsales,weoffera3%discountforbulkpurchase.Ifyouwouldliketohavemoreinformation,pleasedonothesitatetocontactus.Wearelookingforwardtoyourearlyreply.Best

wishes,XXX知識點講解知識點講解Dear

XXX,ThankyouforyourinquiryofJune16,2019andwearepleasedtomakethefollowingquotationforthegoodsas

required.Commodity:Men’s

T-shirtItemNo.:

ZFE-1Qty.:

3000pcsSize:S,M,Land

XLColor:dark,grey,lightblue,andwhitePrice:atUSD4.2/pcCIFNewYorkShipment:inJuly1,

2019Payment:byirrevocableL/CatsightThisofferisvalidfor6days.Aswehavebeenreceivingarushofordersnow,wewouldadviseyouifyouareinterestedinit,pleaseletushaveyourreplyassoonas

possible.Yoursfaithfully,XXX知識點講解知識點講解DearMs.

Julie,Thisistoconfirmyourfaxof13,July2019,askingustomakeyouafirmofferforgreenbeenandsoybeanCFR

Singapore.Wefaxedyouthismorningofferingyou400metrictonsof1classgreenbeanat$2000permetrictonCFRSingapore,forshipmentinOct.2019,subjecttoyourreplybeforeSet.20,2019.Pleasenotethatwehavequotedourmostfavorablepriceandareunabletoentertainanycounteroffer.Astosoybeans,wewouldliketoadviseyouthatthefewlotswehaveatpresentareunderofferelsewhere.If,however,youweretomakeusasuitableoffer,thereisapossibilityofoursupplyingthem.Asyouknow,ithasbeenagreatdemandforthesecommoditiesandthishasresultedinincreasedprices.Youmay,however,takeadvantageofthestrengtheningmarketifyousendanimmediately

reply.Yoursfaithfully,XXX知識點講解知識點講解Dear

Jeffery,Thankyouforyourinterestsinour

goods.Sorrythatwecan’tofferyouatyourprice.Webelieveourpriceisquitecompetitive,itisimpossiblethatanyothersupplierscanquoteaslowasoursiftheirproductsareasgoodasoursinquality.However,we’dliketoofferyousomediscountsonbulkpurchases.Ifyourorderismorethan500pieces,wewillgiveyouadiscountof3%

off.Pleaseletmeknowforanyfurtherquestions.Thanks.Best

wishes,XXX知識點講解知識點講解Dear

friend,Thankyouforyourpatronage,asyoucansee,therearealotofpromotionsinourstore.Ifthevalueofgoodsyoupurchasedreachest