跨境电商客服（双语） 课件 项目二 售前 7.Typical problems and countermeasures of CBEC pre-sales customer service 02

跨境电商客服PART03paymentpaymentOrderconversionrateisveryimportantforastore,andthepaymentsystemisoneofthekeystoimprovetheconversionrate.Cross-bordercollectionandpaymentisanimportantfactortobeconsideredintheoperation.Agoodmethodcanreducealargeamountofexpenditure.paymentGenerallyspeaking,forcustomerswhodonothaveaPaypalaccount,customerservicepersonnelcanmakeareplywith.paymentexampleQ：Doyouacceptcheckorbanktransfer?IdonothaveaPayPalaccount.Thenyoucanreply,A：Weshallbegladtoansweryourinquiryastothepriceofthegoods.Forthesakeofsimplifyingtheprocess,IsuggestthatyoupaythroughPayPal.Asyouknow,italwaystakesatleast2-3monthstoclearinternationalchecksothatthedealingandshippingtimewillcosttoomuchtime.PayPalisafaster,easierandsaferpaymentmethod.Itiswidelyusedininternationalonlinebusiness.EvenifyoudonotwanttoregisteraPayPalaccount,youcanstilluseyourcreditcardtogothroughcheckoutprocesswithoutanyextrasteps.Ihopemyanswerwashelpfultoyou.PART04shippingfeeshippingfeeWhencustomersplaceaone-offpurchaseorderwithmultipleitems,theymayaskforcombinedshipping,sothecustomerservicepersonnelshouldmodifyandsendtheinvoice,becausecustomerswillonlybechargedoneshippingchargeformultiplepurchases.shippingfeeAftertheshippingdocumentissentsuccessfully,thestaffshouldtimelyinformthecustomerthatthefreighthasbeencombinedandthecustomercanpaydirectlythroughtheelectronicinvoice.shippingfeeexampleQ:Hello,seller,cantheshippingfeebepaidtogetherasI’veboughtseveralitemsfromyou?Pleasesendmejustinonepackage,thanks!Thenyoucanreply,A:Hello,dearcustomer,thanksforyourbusiness!Wehavecombinedtheshippingalreadyandonlychargeyoutheshippingfeeonce.YoucanchecktheinvoiceI'vejustsenttoyouandpleasemakethepaymentthroughtheinvoicedirectly.Pleasefeelfreetocontactusifyouhaveanyotherquestions.Thanks!PART05TaxInthefollowingexample,thecustomerservicepersonnelgavepatientanddetailedanswerstothetaxissuescustomersworryabout,andclearlyinformedcustomersthattherewillbenoadditionalfeesforsmallamountsofgoodsundernormalcircumstances.TaxIncaseofspecialcircumstances,consultingthelocalcustomsdepartmentwillbesuggested.shippingfeeexampleQ：Hi,IwanttobuythisandshipittoNewYorkintheUnitedStates.Whataretheimportdutiesorcustomscharges?Thenyoucanreply,A：Thankyouforyourinquiry.Iunderstandthatyouareworryingaboutanypossibleextraexpenseforthisitem.Accordingtopastexperience,itdidnotinvolveanyextraexpenseatbuy¬ersideforsimilarsmallorlow-costitems.Pleasedonotworryaboutittoomuch.However,insomeindividualcases,buyermightneedtotakesomeimporttax