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项目三跨境电商售前沟通与服务知识目标熟悉跨境电商售前咨询的主要内容。掌握跨境电商售前沟通与服务的技巧。了解跨境电商售前信息推送的主要途径与内容。能力目标
能通过跨境电商客户咨询的方式,进行产品亮点、特色、价格优势、促销活动等宣传。能通过站内信、阿里旺旺国际版等工具,开展客户沟通和服务。具备跨文化交际能力,能与各国客户更好地沟通。
具备敏感性、洞察力和跨文化交流的意识,具备信息收集和信息处理的能力。素养目标体会各国文化差异,感受不同的语言魅力和意识差别。培养求同存异的合作关系和安全意识。培养正确的服务意识、质量意识和良好的职业素养。思维导图在完成了基本理论学习之后,新进员工培训内容进入新的阶段——学习跨境电商客服的具体工作内容。首先需要学习售前咨询的相关问题。售前咨询的概念是什么?售前咨询包含的内容有哪些?如何解决售前问题?项目描述任务一:学习跨境电商客服售前概念任务分析学习跨境电商售前咨询的定义、类型和沟通原则。一、跨境电商售前沟通与服务的定义对于一个网上店铺而言,客户看到的产品是一张张图片,由于客户既看不到商家
本人,也看不到产品本身,无法了解各种实际情况,因此会产生距离感,甚至是质疑。在这种情况下,客服就显得尤为重要。客户通过与客服在网上的交流,可以逐步地了
解商家的服务和态度,以及产品相关信息。客服的一个笑脸表情包或者一个亲切的问
候,都能让客户感觉是在和一个善解人意的人沟通,这样会帮助客户放弃一开始的质
疑,从而树立起店铺的良好形象。业务知识售前沟通与服务是指客服人员在订单成交前,为客户购物提供相关指导,包括购
物流程、产品介绍、支付方式及物流方式等。售前客服在客户下单前,通过产品介绍,不仅可以减少客户的购买顾虑,还可以进行同类或者关联产品的推介工作,扩大订单
量,从而提升销售额;在客户决定购买时,售前客服还要指导客户了解购物流程,帮
助客户最终完成支付。因此,售前客服直接关系到客户的购物体验和店铺成交的转化
率。在B2B平台中,受到数量、价格、物流、交期等因素的影响,客户对产品的售前咨询尤为多。在B2C和C2C平台中,如果店铺展示的产品信息足够详细和充分,客户的咨询相对会少很多。业务知识国外客户在下单前会遇到一些问题,一般而言,这些问题归纳起来有四大类型:产品相关问题、交易相关问题、物流相关问题和费用相关问题。业务知识二、跨境电商售前沟通与服务原则跨境电商客服人员在回复潜在客户的咨询和疑问时,应从专业角度分析,提供客户需要的商品相关信息,尽可能消除客户疑虑,推荐符合客户需求的商品,以达到促销的目标。因此在回复时,需要遵循以下原则。(一)礼貌真诚,及时回复在琳琅满目的商品中,能够收到客户的咨询,是一件值得庆幸的事情,因此,客服人员快速及时的回复是赢取客户信任的第一步。由于时差问题,一般回复客户邮件不应超过24小时。如果回复不够及时,客户有可能失去耐心,转向其他供应商。业务知识回复的时候要真诚礼貌、称呼得体、落款明确。多用第一人称,这样信件显得热情。多用简单明了的词语,不要太冗长,让人不知所云。由于面对的客户有可能是终端客户,因此语句的选择不用特别死板,要营造一种轻松自然的氛围,自然而然地拉近与客户的距离。业务知识(二)积极主动,引导话题要想让客户在沟通中感受到优质的服务,跨境电商客服人员就需要积极主动地应对客户提出的问题,
并且能够引导话题走向卖家所期望的结果。因此,在回答客户咨询的问题时,应理解客户问题背后的动机,进而掌握话语权。比如,当客户提出“Any
other
colors
except
black?”时,跨境电商客服人员不要急于简单地回复“Yes”或“No”,而是应该去分析客户为什么想要其他颜色,而不要黑色,是不喜欢,是风俗排斥,还是用于什么场合,黑色不适合。如果能够了解客户问题背后的原因,有的放矢,就可以根据需求向客户推荐更加适合的产品供他选择。同时,在与客户沟通过程中,尽可能主动地为客户提供两个以上的解决方案,供客户选择,这样就可以在潜移默化中引导客户做出客服期望的选择。此外,为了将潜在客户转化为真实客户,在与对方沟通的过程中,可以恰当地提醒客户店铺的优惠活动。业务知识(三)实事求是,不弄虚作假跨境电商客服人员不能为了达成销售目标而进行过度营销,更不能为了暂时敷衍客户的提问而做出过度的承诺。应该本着实事求是的原则,以公司利益为前提,将客户的期望值控制在可兑现的范围内,以免因做出过度承诺而产生纠纷。业务知识俞田田今天培训的内容是售前沟通与服务,培训资料中显示了图3-1中的信息。仔细阅读下面的内容,分析客户咨询的主要内容及客服的答复。任务实施图3-1售前客服与客户的对话示例这是一则客户咨询关于产品尺寸和承重的问题,客户通过站内信留言表示希望了
解产品信息。客服人员应该每天定时进入后台,及时查询消息,并给予答复。这则案
例的第一次回复时间偏晚,不过客户并没有给出不耐烦的回应,还是非常礼貌地表达
了感谢。客服的第二次回复就非常及时了,重视程度提高,并向客户表达了“Have
anice
day!”的祝福,这句话非常符合西方人的生活习惯,他们不论是对认识的人或不认识的人,在离开时都会对对方说一句“祝你今天过得愉快!”如果客服人员也入乡随俗,就拉近了双方的距离,会让客户好感倍增。任务实施跨境电商客服人员不仅需要掌握扎实的专业理论知识,了解客户的需求,还需要学习沟通技巧,并能够灵活运用。除此之外,还需要多了解主要目标国家的风俗习惯、俚语、常用交际语,以此来拉近彼此的距离,增加亲近的感觉,提高成交率。任务小结一、判断题无论哪个平台,在售前都有可能收到客户对产品相关信息的咨询。(
)无论哪种模式,还是哪个平台,产品价格基本都包含以下几个方面的内容:成本、国际运费、平台手续费、退货和利润。(
)售前沟通与服务是指客服人员在订单成交前,为客户购物提供相关指导,包括购物流程、产品介绍、支付方式及物流方式等。(
)任务测评二、选择题售前沟通与服务是指客服人员在订单成交前,为客户购物提供相关指导,包括(
)等内容。A.购物流程B.产品介绍C.支付方式D.物流方式国外客户在下单前会遇到一些问题,一般而言,这些问题归纳起来有如下几类,它们是( )。A.产品相关问题B.交易相关问题C.物流相关问题D.费用相关问题任务测评任务二:处理产品相关问题任务分析学习跨境电商售前产品相关问题和解决方案。一、产品相关问题产品相关问题主要包括产品的功能和兼容性、产品的细节及包裹内件详情等。客服人员必须对所售产品非常熟悉,只有这样才能针对客户的问题在第一时间给出专业的答复。业务知识华为某款手机的详细介绍这款手机(见图
3-2)的详细介绍包括以下内容:型号、像素、核心数据、运行内存、机存储量、分辨率、CPU频率、CPU型号、屏幕材质、款式、是否智能手机、键盘类型、重量、颜色、厚度、附加功能、网络类型、摄像头类型、SIM卡规格、触摸屏类型、机身尺寸、音乐播放、视频播放、铃声、闪光灯、GPS、蓝牙、数据线接口、电池类型等,如图
3-3所示。案例分析图3-2华为某款手机图3-3华为某款手机的产品介绍该款手机的包裹内件详情页展示了除手机外,还附赠手机膜、手机壳和充电器三款产品,如图
3-4所示。图3-4华为某款手机的包裹内件详情由于该款手机性能资料较多,同时附带了附件等相关内容,因此对跨境电商客服人员要求非常高。客服人员不仅要熟悉产品的性能,还要具备一定的专业英语知识才能熟练地回答客户的问题。Does
it
support
Play
and
Multi-language?Your
answer
is:
Yes,
it’s
installed
Multi-language
ROM
and
Play
store
before
shippiHow
can
I
type
in
my
native
language?Your
answer
is:
Please
download
keyboard
by
yourself
when
receiving
the
package.案例分析二、产品相关问题回复模板1.规格问题Dear
Customer,Thanks
for
your
inquiry.
The
phone
case
you
required
is
suitable
for
Redmi
Note9,Note
9
Pro
and
Note
10.
You
can
check
the
specifications
as
the
screenshotshown.
If
you
have
any
questions,
please
feel
free
to
contact
us.业务知识2.尺码问题Hello
friend,So
glad
to
be
at
your
service.
Based
on
the
information
youprovided,
I
recommend
size
7
will
fit
your
foot.
Don’t
hesitate
to
contact
meif
you
have
any
question.
Thank
you!业务知识3.颜色问题Dear×××,Thanks
for
your
inquiry.Yes,
this
one
has
other
color
as
attached.
Would
you
please
advisewhich
one
is
your
favorite?
Thank
you.业务知识4.有库存Dear
friend,Thank
you
for
your
attention.
As
the
inventory
data
show,
we
have
onlyabout
20
pieces
left.
If
you
want
it,
please
click
order
asap.
Thank
you!业务知识5.没有库存Dear
customer,We
are
sorry
to
inform
you
that
the
dark
blue
T-shirt
is
out
of
stockright
now.
Wewill
let
you
know
once
we
fill
up
our
inventory.Meanwhile,
we’d
like
to
recommend
other
popular
colors
in
this
season.Hope
you
like
it.
You
can
click
on
the
following
link
to
check.
Thank
you!Best
wishes,×××业务知识6.产品信息Hi
friend,As
Christmas
is
drawing
near,
Christmas
gift
has
a
large
potentialmarket
in
European
countries.
Since
the
high
profit
margin
of
these
products,many
buyers
bought
them
for
retail.
Following
information
is
the
gift
link,please
click
to
see
details.https:///item/32792901606.html?spm=If
you
want
to
buy
more
than
10
pieces,
we
will
allow
you
a
wholesaleprice.Best
wishes,×××业务知识7.产品缺货Dear
friend,We
are
sorry
to
inform
you
that
this
item
is
out
of
stock
at
themoment.
We
will
contact
the
factory
to
confirm
when
it
will
beavailable.
Meanwhile,
we
would
like
to
recommend
to
you
other
itemssimilar
with
the
one
you
like.
We
hope
you
are
satisfied
with
them
aswell.
You
can
click
on
the
following
link
to
see
them.https:///item/32792901606.html?spm=
We
appreciate
your
early
reply.Yours
sincerely,×××业务知识8.产品有货Dear
friend,Yes,
it
is
available
for
you
now.
If
you
would
like
to
make
anorder,
we
can
arrange
the
shipment
in
48
hours
for
you.Looking
forward
to
your
reply.Best
wishes,×××业务知识9.不提供样品Dear
friend,Thanks
for
your
inquiry.
We
are
very
interested
in
your
project,but
we
are
sorry
that
the
free
sample
is
not
available.
If
you
can
placethe
bulk
order
by
then,
we
can
refund
you
the
sample
cost.If
you
haveany
further
questions,
please
feel
free
to
contact
us.Best
regards,×××业务知识任务实施俞田田在入职客服部门之后,先跟着组长学习处理售前客服邮件。俞田田翻阅了客服记录表格中关于售前部分的内容,发现客户较为担心的问题是付钱之后多久可以收到产品,产品是否适合,特别是产品的尺寸。之前客服回复记录中均显示了相应的回复,并且对客户比较有疑问的点进行了比较全面的解释,有些回复很好地顾及了客户的情绪,对客户进行了安慰。熟悉完这些内容之后,组长让她给一个咨询泳衣的客户做一个邮件回复,客户邮件内容如下:Hi
PonyBuy
Store,What’s
the
size
“L”
of
this
swimsuit,
I
noticed
it
onlyshows:7.87
×
7.87
×
0.39inches
as
package
dimensions,
will
it
suit
for
bust
38?
Will
this
fit
mewell?Thank
youBony俞田田需要根据邮件内容,写一封回信。回信如下:Hello
Bony,This
is
Kathy
Yu
from
PonyBuy
Store.
Thanks
for
asking,
the
size
of
this
swimsuitis:Bust:
37.5-38.5;
Waist:33-35;
Hips:
41.5-43;
and
the
US
Clothing
Size:
12.From
the
bust
size,
it
is
suitable
for
you,
but
you
also
need
to
see
the
waist
and
hipssize.Our
US
size
is
12,
Size
chart
(LASTEST
UPDATE
from
2023-01-01).This
one
piece
swimsuit
is
black
classic
color.
If
the
size
is
ok,
I
think
it
will
be
perfect
on
you.Ifthere
is
anything
else
that
I
can
do
for
you,
just
feel
free
to
let
me
know.
Have
agood
day
!Yours
sincerely,Kathy
Yu跨境电商售前咨询与沟通质量的好坏对店铺销量有很大影响,特别是在当前竞争激烈、商品同质化严重的情况下,仅仅依靠商品的图片、店铺的宣传广告来吸引客户浏览,吸引客户咨询,促使客户下单,已经无法满足客户需求,还需要店铺提供优质的客户服务。这不仅要求跨境电商客服人员回复及时,还需要耐心细致、真诚有礼、回复简洁清楚等。任务小结任务测评一、判断题学习和了解目标国家和地区风俗习惯和常用交际语是跨境电商客服人员需要掌握的知识。
(
)跨境电商客服人员需要关注库存问题,以免出现客户想买却无货的现象。
(
)规格、颜色、尺寸、库存、运输时长都属于跨境电商售前产品相关问题。
(
)二、根据客户问题给出答复Who
will
pay
for
customs
duty?MayIgetrepairwarranty?三、案例题今天,Marry上班后的第一项任务就是查看邮箱,其中有一封客户咨询信息,请根据信息内容进行回复。内容如下:任务测评任务三:处理交易相关问题学习跨境电商售前交易相关问题和解决方案任务分析一、交易相关问题由于在跨境电商买卖过程中会遇到客户对于产品价格、付款方式、付款时间等内容的咨询,因此,跨境电商客服人员需要对产品的价格构成、付款工具、
收款操作流程等有清晰的认识和理解,以便更好地回答客户的咨询。产品的价格
构成根据第三方平台的不同会有些许差别。但是,无论是在
B2B平台、B2C平台,还是
C2C平台,基本都包含以下几个方面的内容:成本、国内运费、国际
运费、平台手续费、损耗、提现手续费、利润等。客户在产品交易上的相关问题,主要可以总结为以下两种情况:业务知识(一)针对大额订单的询价此情况更多地应用于
B2B平台的贸易中。跨境电商客服人员根据客户提出的术语
和付款方式填写报价,如果客户没有说明,就根据产品出口惯例填写。需要注意的是,报价有效期必须填写,但时间不要过长,这是因为:一方面,在行业价格或者汇率波动较大时,时间越长,风险越大;另一方面,可以暗示客户早日下单,避免价格上涨。此外,合理地设置阶梯式价格,既能给客户一个讨价还价的标准,也能激励客户追加采购量从而获得优惠。询盘(Enquiry/Inquiry)亦称询价,指客户(进口方)主动和卖家(出口方)联系,询问出口产品的交易条件。一般而言,客户咨询的内容包括价格、规格、数量、支付条件、包装、运输等内容,客户还会索取价目表、产品目录、样品等材料。业务知识询盘主要分为一般询盘(General
Inquiry)和具体询盘(Specific
Inquiry)。一般询盘是对产品的整体了解,客户通常会索取价目表和目录等材料,并表明下订单的可能性;具体询盘是当客户打算购买特定的产品时,通常会要求卖家进行报价,并询问有关的支付方式、折扣、交货时间等信息。报盘(Offer)也称为报价,是卖家(出口方)将某种产品按一定的交易条件向客户(进口方)表达成交的愿望。业务知识业务知识报盘可以分为实盘(Firm
Offer)和虚盘(Non-firm
Offer)。实盘对买卖双方都有约束力,它是承诺在一定时间内按所述价格出售货物。在规定的有效期限内,实盘一经
接受,就可以达成交易,不可撤销或更改。此价格由买方决定,如三天内有效。虚盘是发
盘人有保留地愿意按一定条件达成交易的一种表示,对双方没有约束力。此价格由卖方决
定,例如:此价格以我方最终确认为准。实盘和虚盘的表达句型如表
3-1所示。(二)议价在B2B平台的交易过程中,客服人员会经常遇到客户议价的情形。由于一个产品从生产、包装、出运直到交易完成,难免会在某个环节出现问题,因此,每个公司都是在满足客户需求的同时争取更多的利润。业务知识二、交易相关问题回复模板对于询盘的回复必须及时、准确、礼貌、完整。一般情况下,回复包括:(1)表明收到对方的询盘,并表示感谢。(2)回答客户提出的问题,适当提供客户索取的材料。(3)鼓励和暗示客户尽快下订单。(4)表明积极促成业务的态度。针对客户议价的回复,一般包括:(1)感谢对方有意向购买产品。(2)如果可以接受,要给出理由。(3)如果不能接受,要表示歉意并给出理由。(4)面对潜在客户,要认真、细致地分析,促成交易达成,可以提供促成交易达成的一些附加条件。业务知识Thank
you
for
your
inquiry
of
June
16,
2023.We
have
these
items
instock
now.
As
you
know,
our
products
are
superior
in
quality
and
reasonable
inprice.
As
we
are
in
the
promotion
sales,
we
offer
a
3%
discount
for
bulkpurchase.If
you
would
like
to
have
more
information,
please
do
not
hesitate
tocontact
us.
We
are
looking
forward
to
your
early
reply.Best
wishes,××1.针对大额订单、一般询盘的回复业务知识
Dear×××,2.针对大额订单、具体询盘的回复Dear×××,Thank
you
for
your
inquiry
of
June
16,
2023.
We
are
pleased
to
make
the
followingquotation
forthe
goods
as
required.Commodity:
Men’s
T-shirtItem
No.:
ZFE-1Qty.:
3
000
pcsSize:
S,
M,
L
and
XLColor:
Dark,
Grey,
Light
blue
and
WhitePrice:
USD
4.2/pc
CIF
New
York
Shipment:
July
1,
2023Payment:
Irrevocable
L/C
at
sightThis
offer
is
valid
for
6
days.
As
we
have
been
receiving
a
rush
of
orders
now,
we
wouldadvisethat
if
you
are
interested
in
it,
please
let
us
have
your
reply
as
soon
as
possible.Yours
faithfully,×××业务知识3.针对大额订单的报价Dear
Ms.Julie,This
is
to
confirm
your
fax
of
July
13,
2023,
asking
us
to
make
you
a
firm
offer
for
green
beanand
soy
bean
CFR
Singapore.We
faxed
you
this
morning
about
offering
you
400
metric
tons
of
green
beanat
$2
000
per
metric
ton
CFR
Singapore,
for
shipment
in
Oct.2023,
subject
to
your
reply
beforeSept.20,
2023.
Please
note
that
we
have
quoted
our
most
favorable
price
and
are
unable
toentertain
any
counter
offer.
As
to
soy
beans,
we
would
like
to
advise
you
that
the
few
lots
wehave
at
present
are
under
offer
elsewhere.
If,
however,
you
were
to
make
us
a
suitable
offer,there
is
a
possibility
of
our
supplying
them.
As
you
know,
it
has
been
a
great
demand
for
thesecommodities
and
this
has
resulted
in
increased
prices.
You
may,
however,
take
advantage
of
thestrengthening
market
if
you
send
an
immediately
reply.Yours
faithfully,×××业务知识4.针对客户议价的回复Dear
Jeffery,Thank
you
for
your
interests
in
our
goods.Sorry
that
we
can’t
offer
yoat
your
price.
We
believe
our
price
is
quite
competitive,
it
is
impossithat
any
other
suppliers
can
quote
as
low
as
ours
if
their
products
aregood
as
ours
in
quality.However,
we’d
like
to
offer
you
some
discountson
bulk
purchases.
If
your
order
is
more
than
500
pieces,
we
will
giveyou
a
discount
of
3%
off.Please
let
me
know
for
any
further
questions.
Thanks.Best
wishes,×××业务知识5.针对犹豫不定的客户的回复Dear
friend,Thank
you
for
your
patronage.
As
you
can
see,
there
are
a
lot
ofpromotions
in
our
store.
If
the
value
of
goods
you
purchased
reaches
to
acertain
amount,
we
will
give
you
a
satisfying
discount.
Looking
forward
to
yourearly
reply.Yours
faithfully,×××业务知识杭州万源贸易有限公司是一家集生产和出口服装为一体的进出口贸易公司。公司目前的销售渠道除了传统的贸易方式外,还开始了阿里巴巴国际站的业务。Helen是该公司阿里巴巴国际站业务的开发和运营负责人,今天她收到了一封客户的询盘函,内容如图
3-5所示:任务实施要求:以
Helen的名义对该客户进行回复。Helen收到订单询价时,首先需要在最短的时间内进行回复。回复时应根据客户的问题进行一一答复。在这一案例中,Helen的回复应该包含以下内容:感谢对方询价、表达希望建立业务关系的愿望、订单的条件和报价。Dear
Ms.
Jean-Claude,Thanks
for
your
inquiry.
We
really
cherish
this
opportunity
to
do
business
withyou.If
you
place
an
order
for
a
quantity
of
more
than
3
000
pcs,
we’d
like
tooffer
you
the
bulkprice
at
$3.50/pc
on
CIF
basis.
More
details
about
ourproducts,
please
see
the
enclosure.We
are
looking
forward
to
your
early
reply.Best
regards,Helen任务实施任务小结在跨境电商
B2B贸易中,会涉及大量的关于询盘、报盘和议价的问题,这些问题中又围绕价格、数量、支付、交货等环节的内容展开。跨境电商客服人员需要熟悉产品的特征,积累经验,针对不同的情况给予恰当的答复。在答复时,需要遵循及时、准确、简单明了的原则。一、判断题询盘是指客户(出口方)主动和卖家(进口方)联系,询问出口产品的交易条件。(
)询盘主要分为一般询盘和具体询盘。
(
)报盘可以分为实盘和虚盘,这两种方式对买卖双方均有约束力。二、选择题)。对于询盘的回复必须及时、准确、礼貌、完整。一般情况下,回复内容包括(表明收到对方的询盘,并表示感谢回答客户提出的问题,适当提供客户索取的材料鼓励和暗示客户尽快下订单表明积极促成业务的态度任务测评实盘的表达方式有( )。We
make
an
offer
for
this
article
subject
to
prior
sales.This
offer
is
subject
to
the
goods
being
unsold.This
offer
is
valid
until
Aug.8.This
offer
is
valid
for
5
days.三、简述题根据下面问题给出合适的答复。问题
1:Why
cannot
I
place
an
order?问题
2:What
should
I
do
if
my
card
payment
has
failed?四、案例题David收到客户的询盘,内容为全棉儿童袜子
200双,一个月交货,上海船上交货价,目的港纽约。根据上述内容给出答复。有客户留言“Why
prices
change
on
the
checkout
page?”,如何回复?任务四、处理物流相关问题任务分析学习跨境电商售前物流相关问题和解决方案。业务知识由于在
B2B、B2C和C2C平台都有可能遇到客户提及关于运输方式、
海关申报清关、运送时长和地区、是否支持挂号等内容的问题,因此,跨境电商客服人员还需要掌握上述内容,在第一时间给出令客户满意的答复,消除客户的疑惑,促使客户下单。常用句型如下:If
the
product
is
out
of
stock,
it
may
delay
2-5
days.
Items
are
shipped
by
Airmail
from
China,
and
the
Airmail
reaches
most
of
the
countrieswithin
10-20
business
days.
Delivery
time
depends
on
destination
and
other
factors,
and
it
may
take
up
to
30
businessdays.Your
order
can
be
sent
via
EMS!
We
upgrade
the
logistics
arrangement.Our
store
can
not
supply
shipping
service
to
yourcountry.You
specify
the
shipping
address
and
we
will
deliver
the
order
to
your
designatedaddress.业务知识1.针对客户询问是否免运费的回复Dear
friend,Sorry,
free
shipping
is
not
available
for
the
order.
But
we
can
give
you
a
5%
discountof
the
shipping
cost.
Hope
you
happy
with
it.Best
regards,×××业务知识2.针对客户询问是否有直销航运的回复Dear
friend,Yeah,
the
direct
shipping
is
available
for
us.You
should
just
only
give
us
the
specification
of
the
item,
receiving
address
andshipping
carriers,
our
professional
team
will
help
you
handle
the
other
things
atour
end.If
you
have
any
further
questions,
please
let
us
know.
Thanks!Best
wishes,×××业务知识3.针对客户询问货物到达时间的回复Dear
friend,Thank
you
for
your
support
on
us.
Usually
it
takes
about
7-12
days
forthe
item
you
want.If
you
have
any
questions,
please
feel
free
to
contact
us.Best
wishes,×××业务知识4.如遇到节假日,物流有所变动Dear
friend,We
upgrade
the
logistics
arrangement
to
make
up
the
delay
for
theChinese
National
Holiday,
so
it
will
reach
about
7-12
days
later.We
hope
you
appreciate
our
products.
Welcome
to
visit
us
again.Best
wishes,×××业务知识5.如因物流风险无法发货Dear
friend,Thank
you
for
your
inquiry.
I
am
sorry
to
inform
you
that
our
store
cannot
supply
shipping
service
to
your
country
due
to
force
majeure.
Once
it
isavailable,
we
will
contact
you
at
the
earliest
date.
Looking
forward
to
yourorder.We
appreciate
your
understanding!Sincerely,×××业务知识任务实施在培训资料里面有一则客户询问是否有直销航运的邮件,俞田田根据公司规定给出答复。Dear
friend,Yes,
the
drop
shipping
is
available
for
us.
You
just
only
give
us
the
itemspecification,
buyer’s
address
and
shipping
carriers,and
our
professionalteam
will
help
you
handle
any
other
things
at
our
end.
If
you
have
anyfurther
questions,
please
let
me
know.Thanks.跨境物流具有复杂、高风险、高运费等特点,因此,客户在下单前会有较多的疑问。客服人员要想给客户提供专业的意见,需要清楚公司的商品物流运输方式、运输时长、运费标准等信息,然后,依据商务信函的写信原则及时给出答复。任务实施任务小结跨境电商客服工作人员在处理售前咨询物流相关问题时,需要具备较全面的物流知识,包括物流方式、发货速度、运送时间、各国海关政策、货物情况等,并将上述内容分类汇总。在此基础上,结合实际情况,给客户及时准确的答复。一、判断题运输方式、海关申报清关、运送时长和地区、是否支持挂号、是否需要交关税都属于跨境电商售前物流相关问题。
(
)为了能够更加快速、准确地回答客户关于售前物流相关问题,跨境电商客服人员需要具备物流知识,包括物流方式、发货速度、运送时间、各国海关政策等内容。
(
)任务测评二、案例题正值国庆长假前一天,Lucy收到客户的留言:“When
can
Ireceive
my
parcel?”Lucy该如何回复?任务测评任务五处理费用相关问题了解跨境电商售前费用相关问题并学习解决方案。任务分析在跨境电商交易中,除了产品价格之外,还会出现关于其他费用的问题。在
B2B平台的贸易中,会涉及批发购买、合并邮费、关税、优惠等问题。在
B2C、
C2C平台的贸易中,会涉及合并邮费、关税、优惠等问题。常用句型如下:In
some
special
cases,
buyers
might
need
to
pay
the
import
tax
or
customsduty
even
when
their
purchase
is
small
value.As
to
specific
rates,
please
consult
your
local
customs
office.Free
shipping
is
not
available
for
orders
sent
to
Canada.任务分析无论是在售前、售中还是售后的沟通与服务中,客服人员都应遵循主动性、系统性和合理性三原则。在售前沟通中合理编制公司、团队和个人文案。文案包括以下信息:1)体现公司规模、资历、实力和产品性价比高等信息。表明团队高效、团结的信息。将沟通基调定为朋友式的交流和沟通的个人文案信息。这里的个人是指客户直接沟通的对象,文案内容可涉及生活和工作。语言自然、不做作,内容合理、易接受,构思清晰、语气亲切,切忌生搬硬套。即时聊天工具在线,及时、准确回复站内信,尽可能在
30分钟内回复。任务分析1.针对客户询问关税问题的回复Dear
friend,Thank
you
for
your
inquiry.I
understand
that
you
are
worried
about
extra
costfor
this
item.
Based
on
our
past
experience,
import
tax
would
fall
into
twosituations:
First,
it
did
not
involve
any
possible
extra
cost
for
this
item
at
lowerprice
in
most
countries.Second,
in
some
special
cases,
buyers
might
need
to
paythe
import
tax
or
customs
duty
even
when
their
purchase
is
small
value.
As
tospecific
rates,
please
consult
your
local
customs
office.
We
appreciate
yourunderstanding!Best
wishes,×××任务分析2.指导客户合并支付及修改价格Dear
friend,If
you
would
like
to
place
one
order
for
many
items,
please
first
click
“Add
to
Cart”,then
click“Buy
Now”,
and
check
your
address
and
order
details
carefully
before
clicking“Submit”.
After
that,
please
inform
me,
and
I
will
cut
down
the
price
to
$××.
You
canrefresh
the
page
to
continue
your
payment.
Thank
you.If
you
have
any
further
questions,
please
feel
free
to
contact
us.Best
regards,×××任务分析3.提醒客户尽快付款Dear
Anderson,We
appreciate
your
purchase
from
our
store.
However,
we
notice
that
you
haven’tmade
the
payment
yet.
This
is
a
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