《跨境电子商务客服与沟通》 课件 第3章 售前客服与沟通

跨境电子商务客服与沟通单击此处添加正文，文字是您思想的提炼，请尽量言简意赅的阐述观点。3.1售前沟通之准备工作3.2售前沟通之文案打造3.3售前咨询的响应与处理3.4人跨境电商主流平台售前客服与沟通案例分析3:1第3章售前客服与沟通学习目标1.了解售前客服的工作职责和业务范围2.学习售前沟通中的文案编写3.学会处理售前咨询中的常见问题4.掌握与客户进行售前沟通的技巧重点及难点售前客服的工作职责和业务范围售前沟通的技巧思维导图CustomerService:Hello,dearfriend,Thanksforyourvisitingtoouronlinestore.Thecasualshoesyouhavechosenareonsale,youcanbuythemataveryfavorableprice.Andtherearemanyotherstylesofshoesforyoutochoosefrominourstore...Ifyoucannotfindanythingyoulike,youcantellus,andwewillhelpyoutofindthesource.Thanksagain!引例Customer:Iwanttoknowthesizeoftheshoesanddoyouhaveanypromotionactivitiesfortheshoes?Pleasereplytomye-mail.CustomerService:ThankyouforyourinquiryandIwouldliketoansweryourquestion.Aftercheckingouritemimages,wefindthatwehavesize34,size35andtilltosize38.Youcouldreadthedetailoftheiteminformationinourstoreandchoosethesuitablesizeasyouwish.Recently,wehavepromotionactivitiessuchas5%discountsifyouarethenewcustomer.Onceyoudecidetobuyit,pleaseplacetheorder.Thankyouforyoursupporting!售前客服在客户未接触产品或者对产品不太了解的情况下需要开展一系列提升客户购买欲望的服务工作。那么，开发新客户和向老客户推荐新产品的时候分别应该如何把握沟通重点和技巧呢？辩证与思考Q:Hello,Iwanttoorder×××piecesforthisitem,howabouttheprice?A:Dearbuyer,Thanksforyourinquiry.Wecherishthischanceverymuchtodobusinesswithyou.Theorderofasinglesampleproductcosts$×××withshippingfeesincluded.Ifyouorder×××piecesinoneorder,wecanofferyouthebulkpriceof$×××/piecewithfreeshipping.Ilookforwardtoyourreply.Regards!(Yourname)（1）关于询价当有客户询价时，售前客户服务人员在回复内容中要感谢对方的询问，表达出想与对方建立业务往来的希望，告知对方订单的达成条件并报价。Q:Hello,seller,IwearUSsize8,couldyougivemesomeadviceonwhichsizeIshouldbuyfromyou?A:Hello,dearcustomer,sizeMofthisdresswillfityouprettywell.Pleasefeelfreetocontactusifyouhaveanyotherquestions.Thanks!（2）关于商品细节售前客户服务人员与客户的对话内容大部分是围绕商品本身进行的，所以在沟通交流的过程中，客户很可能会问及关于商品的专业问题。一个清晰明了的产品描述意味着能够让客户快速获取所需要的信息，并且没有多余的疑问。售前客户服务人员熟悉产品知识是与客户交流谈判的基础，售前客户服务人员对商品细节问题越熟悉，客户对售前客户服务人员的信赖度就越高。Dearfriend,Thanksforyourletter!Wetooksomephotosandmadeanillustrationforyoutoshowhowtoassemblethisproduct.Pleaselookattheillustrationintheattachment.Ifyouhaveanyfurtherquestion,pleasefeelfreetocontactusagain.Yourssincerely,(Yourname)（2）关于商品细节在回答客户关于商品的咨询时，售前客户服务人员也可以预先制作简明清晰的流程说明图示，这样需要撰写的文字部分就可以变得非常简单。虽然制作图示会花费一些时间，但是以后应对很多类似的提问时，售前客户服务人员都可以使用已经做好的图示进行方便快捷的解答。Q:Doyouacceptcheckorbanktransfer?IdonothaveaPayPalaccount.A:Thankyouforyourinquiry.Forthesakeofsimplifyingtheprocess,IsuggestthatyoupaythroughPayPal.Asyouknow,italwaystakesatleast2—3monthstoclearaninternationalchecksothatthedealingandshippingtimewilltaketoomuchtime.PayPalisafaster,easierandsaferpaymentmethod.Itiswidelyusedinonlineinternationalbusiness.EvenifyoudonotwanttoregisteraPayPalaccount,youcanstilluseyourcreditcardtogothroughcheckoutprocesswithoutanyextrasteps.Hopemyanswerishelpfultoyou.Yourssincerely,(Yourname)（3）关于支付方式一般来说，针对没有PayPal账号的客户关于支付方式的咨询，客户服务人员可以参考下面的例子回复问题，并推荐客户使用PayPal进行付款。Dearbuyer,Thankyouforthemessage.Pleasenotethatthereareonly3dayslefttoget10%offbymakingpaymentswithEscrow(Creditcard,Visa,MasterCard,MoneybookersorWesternUnion).Pleasemakethepaymentassoonaspossible.Iwillalsosendyouanadditionalgifttoshowourappreciation.Pleaseletmeknowanyfurtherquestions.Thanks.Bestregards,(Yourname)（3）关于支付方式如果客户选择第三方支付方式（Escrow），也可以参考如下邮件提醒客户折扣快结束了。Dearbuyer,Ifyouwouldliketoplaceoneorderformanyitems,pleasefirstclick“addtocart”,then“buynow”,andcheckyouraddressandorderdetailscarefullybeforeclicking“submit”,Afterthat,pleaseinformme,andIwillcutdownthepriceto$××.Youcanrefreshthepagetocontinueyourpayment.Thankyou.Ifyouhaveanyfurtherquestions,pleasefeelfreetocontactme.Bestregards,(Yourname)（3）关于支付方式当客户购买多件商品时，客户服务人员可以在邮件中告诉客户关于修改价格以及合并支付的操作。Q:Hello,seller,cantheshippingfeebepaidtogetherasI’veboughtseveralitemsfromyou?Please.sendmejustinonepackage,thanks!A:Hello,dearcustomer,thanksforyourbusiness!Wehavecombinedtheshippingalreadyandonlychargeyoutheshippingfeeonce.YoucanchecktheinvoiceI’vejustsenttoyouandpleasemakethepaymentthroughtheinvoicedirectly.Pleasefeelfreetocontactusifyouhaveanyotherquestions.Thanks!（4）关于运费当客户一次性购买多件商品时，可能会提出合并运费的要求。这个时候，客户服务人员可以通过修改并发送发货单（invoice）的形式，对客户购买的多件商品只收取一次运费。在发货单发送成功后，可及时告知客户运费已合并，让客户直接通过电子发票进行支付。Q:ArethereanyimporttaxesorcustomschargesthatIneedtobeawareofifIpurchasethisandhaveitshippedtoLouisianaintheUnitedStates?A:Dearbuyer,Thankyouforyourinquiry.Iamhappytocontactyou.Iunderstandthatyouareworriedaboutanypossibleextracostforthisitem.Basedonpastexperience,importtaxesfallsintotwosituations:Firstly,inmostregions,itdoesnotinvolveanyextraexpenseonthebuyersideforsimilarsmallorlow-costitems.Secondly,insomeindividualcases,buyermightpaysomeimporttaxesorcustomschargesevenwhentheirpurchaseissmall.Astospecificrates,pleaseconsultyourlocalcustomsoffice.Iappreciateforyourunderstanding!Sincerely,(Yourname)!（5）关于关税关税问题也是客户在购物时必然会关注的。在下面例子里，客户服务人员就客户所担心的税费问题给予了耐心、细致的解答，明确告知客户一般情况下购买小额的货品不会产生额外费用，如遇特殊情况，需要向当地海关部门咨询。Hello,mydearfriend.Thankyouforyourvisitingtomystore.Youcanfindtheproductsyouneedinmystore.Ifthereisnothingyouneed,youcantellus,andwecanhelpyoufindthesource.Pleasefeelfreetobuyanything!Thanksagain.初次问候当客户光顾你的店铺并询问产品信息时，售前客户服务人员与客户初次打招呼要亲切、自然，并表示出你的热情，尽量在初步沟通时把产品情况介绍清楚。Dearbuyer,Thankyouforyourinquiry.Yes,wehavethisiteminstock.Howmanydoyouwant?Rightnow,weonlyhave×lotsofthe×colorleft.Sinceitisverypopular,theproducthasahighriskofsellingoutsoon.Pleaseplaceorderassoonaspossible.Thankyou!Bestregards,(Yourname)催促下单在客户浏览产品还没有下单时，售前客户服务人员可以用礼貌、婉转的方式表示库存不多，以此来催促客户尽快下单。Dearbuyer,Wearesorrytoinformyouthatthisitemisoutofstockatthemoment.Wewillcontactthefactorytoseewhentheywillbeavailableagain.Also,wewouldliketorecommendtoyousomeotheritemswhichareofthesamestyle.Wehopeyoulikethemaswell.Youcanclickthefollowinglinktocheckthemout(http://www.××××××).Pleaseletmeknowanyfurtherquestions.Thanks.Bestregards,(Yourname)断货提醒如果客户咨询的产品已经断货（outofstock），售前客户服务人员需要告诉客户会及时向客户发送到货提醒，同时还可以向客户推荐符合客户需求的类似商品。Dearbuyer,Iamsorryforthedelayedresponseduetotheweekend.Yes,wehavethisiteminstock.Andtoshowourapologyforourdelayedresponse,wewillofferyou10%off.PleaseplaceyourorderbeforeFridaytoenjoythisdiscount.Thankyou!Pleaseletmeknowifyouhaveanyfurtherquestions.Thanks.Bestregards,(Yourname)回复不及时表示歉意如果和客户的沟通过程历时比较长，遇到周末导致回复不够及时的情况下，售前客户服务人员一定要先表示歉意，因为错过了最佳24小时回复时间，所以可通过主动打折的方式赢取客户。Q:Hello,Icangive100dollars.IsitOK?A:Thankyouforyourinterestinouritem.Wearesorryforthatwecan’tofferyouthatlowpriceyoubargained.Infactthepricelistedisveryreasonableandhasbeencarefullycalculated,andourprofitmarginisalreadyverylimited.However,we’dliketoofferyousomediscountifyoupurchasemorethan5piecesinoneorder，a×%discountwillbegiventoyou.Pleaseletmeknowifyouhaveanyfurtherquestions.Thanks!Yourssincerely,(Yourname)议价当客户表现出购买意图，并询问价格和折扣问题的时候，售前客户服务人员接着就要回应客户的议价要求。通常来说，卖家对于多件同类商品的销售会给出一定的折扣。所以，如果有客户提出了还价要求，售前客户服务人员可以参考以下的例子来回复问题。Dearbuyer,Thankyouforyourinquiry.Iamsorrytoinformyouthatourstoreisnotabletoprovideshippingservicetoyourcountry/region.However,ifyouplantoshipyourorderstoothercountries/regions,pleaseletmeknow.Hopefullywecanaccommodatefutureorders.Iappreciateyourunderstanding!Sincerely,(Yourname)存在物流风险无法发货如果由于物流风险，卖家无法向客户所在的进口地发货，售前客户服务人员一定要向客户致歉，并说明如果客户愿意发货至可销售国家或地区，欢迎客户继续光顾。Dearbuyer,Thanksyouforyourinquiry.Iamhappy