跨境电商客服（双语） 课件 项目二 售前 6.Typical problems and countermeasures of CBEC pre-sales customer service 01

跨境电商客服CBECpre-salescustomerserviceSometypicalproblemsandcountermeasuresofCBECpre-salescustomerservice.TypicalproblemsandcountermeasuresofTheworkofCBECpre-salescustomerserviceguideconsumers,increasethecustomerconversionrate,andpromotethesmoothprogressofthedealsotheyshouldpayattentiontodetailsandimprovecustomersatisfaction.Theirmostimportanttaskmusthavesufficientproductinformationandrelatedknowledge,involvingproductexpertise,similarproductinformationandproductpromotionplans,etc.Pre-salescustomerservicepersonnelTheworkofCBECpre-salescustomerserviceinquiry,commoditydetails,paymentmethod,freightandtariff,etc.TypicalproblemsofCBECpre-salescustomerserviceThemainworkofpre-salescustomerserviceThemainworkofpre-salescustomerservicewillbeillustratedfromthefivecategoriesasfollows.inquiryproductdetailpaymentshippingfeetaxPART01inquiryFirst,asforinquiryOnCBECplatforms,inquiriesmainlyrefertooverseascustomerssendinginformationtosellerstoconsultthepriceorotherfactorsofacertainproduct.Facingcustomers’inquiries,pre-salescustomerservicepersonnelmustfirstdistinguishwhicharehigh-qualityinquiries,junkinquiriesorsuspiciousinquiries.First,asforinquiryanalysisandreplytimelyreplycommunicationfeatures-basedreplyincreasednumberofwordstoreplycorrectformatlanguageFirst,asforinquiryInthereplyIt’snecessarytothankcustomersfortheirinquiry,expressthehopeofestablishingbusinesswiththem,informthemofthetermsandconditionsoftheorderandthenquoteprices.exampleQ：Hello,Iwanttoorder100piecesforthisitem,howabouttheprice?Thenyoucanreply,A:Thanksforyourinquiry.Wecherishthischancetodobusinesswithyouverymuch.Theorderofasinglesampleproductcosts20USDwithshippingfeesincluded.Ifyouorder150piecesinoneorder,wecanofferyouthebulkpriceof18USD/piecewithfreeshipping.Ilookforwardtoyourreply.Regards!PART02productdetailCommoditydetailsThedialoguebetweenpre-salescustomerservicepersonnelandcustomersmostlycentersaroundtheproductitself.ChatbotAclearproductdescriptioncanhelpcustomersquicklygettheinformationtheyneed,sopersonnelwithfamiliarproductknowledgeisthebasisofcommunicationandnegotiationwithcustomers.Themoreproductdetailsastaffknows,themorecustomerstrusthim.Commoditydetailsclothingsizescausealotofreturnsandbadreviews,becausethereisnouniformstandardsizeforclothingsizes,whichneedstobeconvertedbetweeninternational,China,EuropeanandAmericansizes.IntheCBECindustryCommoditydetailsexampleQ：Hi,seller,IusuallywearanAmericansize8dress.WhatsizeshouldIbuy?Thenyou