跨境电商客户服务英语 课件 Task 7 拒绝买家的折扣要求

跨境电商客户服务英语（第一版）张康

徐俊凌/编著导论目录Contents第一章售前服务电子商务客户服务渠道与客服咨询模板任务1产品描述要点、案例与模板任务7拒绝买家的折扣要求任务2欢迎词、问候语类电邮的书写任务3产品信息咨询任务5如何书写催促付款电邮任务6接受买家的折扣要求任务4

关于价格、折扣、促销、付款方式、运费和关税咨询DeclineDiscountRequest

拒绝买家的折扣要求内容提要1.如何礼貌回绝折扣要求2.拒绝折扣要求的电邮模板【内容提要】本部分聚焦如何拒接买家的折扣要求，不仅介绍了如何温柔“发好人卡”的策略，还提供了因各种理由而拒绝给予折扣的电邮/站内信模板。本部分旨在讨论如何在维护公司利益和买家自尊的前提下，全方位、多维度协助客服人员顺利完成典型工作任务。知识目标：理解无法满足折扣要求可能出现的情况，掌握如何

通过聆听、备选方案、坦白能力极限和直白拒绝等手

段回绝折扣请求。能力目标：能够精妙利用模版，书写通用理由式回绝、价格政策

式回绝、产品附加值式回绝、折扣到期式回绝、免运

费式回绝。导入

Nomatterwhoyourcustomersare,chancesaretheyloveagooddiscount.Accordingtoindependentmarketingresearchfirm,theA.C.NielsonCo.,95%ofallshopperslikecoupons,and60%activelylookforcoupons.Ingeneral,it’sgoodtofacilitateyourcustomers’useofcoupons.Evenso,youcan’talwayscomplywiththediscountthatyourcustomerisaskingfor.Exerciseyourrighttosaynotoacustomerwhenthesesituationstakeplace:Yourcustomerasksforadiscountthatdoesnotexist.Yourcustomerasksifyoucangetthema“better”discount.Yourcustomerasksforfreemerchandise.Yourcustomeraskstouseacouponthatisinactiveorexpired.Yourcustomeraskstouseacouponthatisfromathird-partywebsite.Howtodeclinediscountrequestpolitely

如何礼貌回绝折扣要求Whenyourcustomersaskforadiscountthatyoujustcan’tgivethem,trykeepingyour“no”aspositiveandashelpfulasyoucan,youwillrenewcustomerconfidence,andkeepthemcomingback.Herecomesometipsforthereply:阅读

1.1Genuinelylistentoyourcustomer’srequest

认真听取客户的要求Firstoff,hearyourcustomerout.Hearinghimoutletsyourcustomerknowhe’svaluedandimportant.Bylisten,itmeansyoushouldtakedownhisrequest,assesshisrequirement,theurgencyandtheimportance.Onceyou’veheardyourcustomeroutandevaluatedthatyoucannottaketheupthepricereduction,thenproceedtotackletherequestwithalternativeswhichistacticno.2.1.2Tryanalternative尝试其它方案Insteadofsayinganoutright“no”whichcouldseemrude,findawaytoturndownarequestinapositivemanner.Youcandothisbyaskingthecustomerorclientafewquestionslike:

·Whydoyouwanttodothis?

·Whatresolutionareyouexpecting?Askingquestionsliketheseconveytoyourcustomerthatyou’retryingyourbesttoworkthingsout.Surprisingly,sometimestheclientmaythinkheneedsonethingbutcouldactuallyneedsomethingelse.Inthemeantime,lookforalternativesolutionsinsteadofhisexactoutcome.Askyourselfwhatworkaroundyoucanfind.1.3Explainwhatyoucando告知你的力所能及Inotherwords,behonest.Now,yesyoudon’thavetoobligeeveryrequestyougetbutagain,insteadofa“no”,explaintoyourclient

why

youcan’ttakeuphisrequest.Explainingittohimletshimunderstandyou’veconsideredhisrequestbutunfortunately,can’tprovidetheexactoutcomethathe’sexpectingduetotimeorbandwidthconstraints.Explaininghelpsmaintainthe

rapportyouhavewiththecustomerwhilestillbeingrealisticaboutyourwork.1.4Makesureyourrejectionemailisclear

拒绝要明确直白Sometimesit’shardtoconveyagood-intentionedmessageonemailasemaildoesn’tcarrytone.Whilerejectingcustomerrequestsonemail,makesure:

·Youthankthecustomerforhisrequest

·Makesureyou’reclearaboutdecliningtherequest

·Mentionwhatyoucando

·ReaffirmyouranswerattheendWords&Expressionspositivityn.

积极性decencyn.

得体；彬彬有礼stuffn.

东西；物品automated

adj.

自动的；自动化的motivatev.

激励；促使Jargonslong-termcustomer

长期客户productrecommendation产品推荐newestoffering 最新发行(的产品)2.

Templatesfordecliningdiscountrequestemail/inboxmessage

拒绝折扣要求的电邮/站内信模版写作

Template#1:declineforgeneralreason模版一：通用型理由Hi[CustomerName],

It’sawesomethatyoushowinterestinour[Product]!Wecannotwaittohaveyouonboard.Asforyourdiscountrequest,I’msorrytosaythatwedon’tofferdiscounts.Webelievethatourserviceoffersmorevalueforyourmoneyanditwillbeunfairtoourothercustomersifwemakeanexception.LetmeknowifIcansendyouthecontract.Thanks,[YourRepresentativeName]

[YourCompanyName]Template#2:whenthepricepolicydoesn’tallow

模版二：由于价格政策的限制DearValuableCustomer,Thankyouforshowinginterestinourproducts.Asperyoure-mailon[RequestE-mailDate],youhaverequestedforanextradiscountonthepurchaseof[Product].Wevalueyousuggestionofanextradiscountonthepurchaseoftheseproducts,butweregrettointimateyouthatasperourpolicies,wearenotallowedtodiscounttheproductsabovetheonepresentonthewebsite.Weunderstandthatyouhavebeenaregularcustomerbutwearealsoboundbythepoliciesofourorganization.ThanksandRegards,[YourRepresentativeName][YourCompanyName]Template#2:whenthepricepolicydoesn’tallow

Template#3:declinebyemphasizingtheaddedvalues

模版三：通过强调产品的附加值方式来拒绝要求Dear[CustomerName]

Overthelast[X]years,[CompanyName]hasmanagedtokeepitspricescompetitivedespitetheever-risingcostsofrunningthisstore.Webelievethatevenintoday’s[Amazon/eBay/nameoftheplatform],weremainquitecompetitiveforwhatweoffertoourcustomers.Thoughoccasionallywereceiverequestssuchasyours,requestingareductioninourpricing,wemustmakeyouawarethatthereisoftenlittleornoroomatalltomovewithinthepriceswecharge.Weaskyoutokeepinmindthatourcompanyoffersmanyvalue-addedservicessuchas:(brieflydescribeaddedvalueservicesuchasuniquequality/design/featuresetc.)(brieflydescribeaddedvalueservicesuchasshippingpolicy)(brieflydescribeaddedvalueservicesuchasrefundpolicy)

Template#3:declinebyemphasizingtheaddedvaluesAsyoucansurmise,[CompanyName]incursadditionalcostsinordertobringtheseextrastoitsclients.Naturally,wemustbuildthosecostsintothepriceofourproduct.Whetherwelikeitornot,economicsdictatethepriceswecharge;sameasanyotherbusiness.So,inresponsetoyourrequesttoreducethe[product])price,weregrettoadviseyouthatweareunabletoaccommodateyouinthisway.Again,Imustreiteratethatourpricescurrentlyremainquitecompetitiveacrossthewhole[Amazon/eBay/nameoftheplatform].Theyareveryreasonablewhencomparedtoequivalentvalue-addedservices.Thankyouforyourunderstandinginthismatter,[Mr./Mrs./Ms.Name].Aswecontinuetoofferthehighestlevelofservice,welookforwardtoyourcontinuedpatronage.

Sincerelyyours,[YourRepresentativeName]

[YourCompanyName]

Template#4:whencouponisnolongervalid

模版四：因为折扣活动到期而拒绝要求Hi[CustomerName],

Thankyouforcontactingus!I’mverysorry,butwewillnotbeabletohonoryourdiscountrequest.Unfortunately,thecouponcodethatyouprovidedfor50%offoneitemisfromoverayearago,andisnolongeractiveinoursystem.Ourcouponsaretypicallyvalidfor30daysaftertheyareissued.Ifyouareeverunsureofwhetheracouponisvalid,youcancheckthedatesofvalidity,whichareprintedonthebottom.Ihaveattachedacurrentholidaycoupontothisemail–itisvalidfor30%offyourentirepurchasefromnowthroughthe30thofDecember.JustenterthecodeHOLIDAY30atthecheckout,orbringthecouponintooneofourlocations.Youcanfindfuturepromotionsonourwebsiteat[LINK],oryoucanjoinourmailinglistifyouwouldlikeustosendyouoffers.Pleaseletmeknowifyouwouldlikemetoaddyourinformationtoourlist.Bestregards,[YourRepresentativeName]

[YourCompanyName]Template#4:whencouponisnolongervalidTemplate#5:declinetherequestwhileofferingfreeshipping

模版五：通过免运费补偿Hi[CustomerName],Weappreciateyourrequestandunderstandyourneedtosavealittlemoneyinthiseconomy.

Wedoaswell.

However,withtheagreementswithourclients,wecannotunder-cutthem.

Itwouldnotbefairtothemifwesoldforlessthantheypayforourproducts.

[CompanyName]doesitsbesttoofferthe[productname]atthebestpricepossible.

Ithastakenyearsofsacrificeandperseverancetoreachthispointwherewecanfinallysellourproductsattheseprices.

Wehopeyouunderstand.

Wecan,however,takecareoftheshipping,andhopeyouwouldbehappywiththislittlefavor.Sincerely,[YourRepresentativeName]

[YourCompanyName]Template#5:declinetherequestwhileofferingfreeshippingWords&Expressions1.shoppern.购物者;（商店的）顾客

2.couponn.优惠券

3.facilitatev.促进;促使;使便利

4.complywith服从，遵从5.inactiveadj.失效的6.expiredadj.到期了的；(因到期而)失效的7.renewv.使继续有效；延长…的期限

8.genuinelyadv.由衷地；真诚地；真正地；诚实地9.hearout听…把话说完10.assessv.评估Words&Expressions11.urgencyn.紧迫；急迫；急事12.evaluatev.估计；评估；评价

13.proceedv.继续做（或从事、进行）14.tacklev.应付，处理，解决（难题或局面）15.alternativen.可供选择的事物16.tacticn.策略;手段;招数17.outrightadj.直截了当的

18.turn-downarequest拒绝请求19.resolutionn.（问题等的）解决，消除20.obligev.（根据需求或需要）帮忙，效劳Words&Expressions21.takeuparequest接受请求22.constraintn.限制；限定；约束23.good-intentionedadj.善意的24.reaffirmv.重申；再次确定25.makeanexception破例，例外26.representativen.代表27.asper按照；根据28.ever-risingadj.不断上升的29.surmisev.推测;猜测30.incurv.带来（成本，花费等）Words&Expressions31.reiteratev.反复地说;重申32.equivalentn.相等、相同的东西33.favorn.喜爱，偏爱1.independentmarketingresearchfirm

独立营销研究公司2.freemerchandise免费的商品3.third-partyn.第三方Jargons

7.regularcustomer老客户8.addedvalues附加值9.value-addedservice增值服务10.shoppingpolicy购物政策11.refundpolicy退款政策12.patronage惠顾；光顾13.couponcode优惠券码14.mailinglist电邮名址录；(计算机中存储的)电邮发送清单15.price-focus价格焦点16.product-focus产品焦点17.freetrial免费试用

JargonsAFTERYOUREAD

练习

Howtodeclinediscountrequestpolitely?Answer:Genuinelylistentoyourcustomer’srequest.Tryanalternative.Explainwhatyoucando.Makesureyourrejectionemailisclear.

Whencustomertextsyouadiscountrequestandifyou’renotgoingtogivethemadiscount,whatcanyoudo?Answer:First,youneedtomakesurethey’requalifiedforyourproduct.Second,youneedtohelpthemmeasurethatvalue.Andthird,youneedtostandbyyourprice.练习

B．UnderstandDetails1.Accordingtoindependentmarketingresearchfirm,theA.C.NielsonCo.,whattypeofpromotiondoshopperslikebest?A.low-priceseckill（秒杀）B.freegiftsC.couponsD.paymentbyinstalments（分期付款）

练习

B．UnderstandDetails2.Inwhichofthefollowingsituationscanyourejectdiscountrequestpolitely?A.Yourcustomerasksforanextradiscount.B.Yourcustomeraskstouseanexpiredcoupon.C.Yourcustomerasksforfreemerchandise.D.Alltheabove.

练习

B．UnderstandDetails3.Whenyouhavetosaynotoacustomer,thebestpracticeistokeepitas______aspossible?A.indifferentB.directC.positiveD.outright

练习

B．UnderstandDetails4.Tryinganalternativesometimesseemstowork.Why?A.Clients’realneedscanbefoundandmet.B.Toencouragecustomers’comingbacknextpurchase.C.Clientsmayforgettheiroriginalrequestfordiscounts.D.Torebuildcustomers’confidenceinthedeal.

练习

B．UnderstandDetails5.Whatshouldyoudotomakesureyourrejectionemailisclear?A.Thankyourcustomerforhisrequest.B.Makesureyou’reclearaboutdecliningandmentionwhatyoucando.C.Reaffirmyouranswer---decliningtherequestattheend.D.Alltheabove.

C.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.rapport,inactive,expired,urgency,good-intentioned,complywith,evaluated

1.Youcan’talwayscomplywiththediscountthatyourcustomerisaskingfor.Exerciseyourrighttosaynotoacustomerwhenthesesituationstakeplace.

2.Yourcustomeraskstouseacouponthatisinactiveorexpired.

3.Bylisten,itmeansyoushouldtakedownhisrequest,assesshisrequirement,theurgencyandtheimportance.Onceyou’veheardyourcustomeroutandevaluatedthatyoucannottaketheupthepricereduction,thenproceedtotackletherequestwithalternativeswhichistacticno.2.

4.Explaininghelpsmaintaintherapportyouhavewiththecustomerwhilestillbeingrealisticaboutyourwork.

5.Sometimesit’shardtoconveyagood-intentionedmessageonemailasemaildoesn’tcarrytone.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.当客户要求一个你无法接受的折扣时，尽可能积极且殷勤地回绝，这样将恢复客户的信心，并继续关顾你的生意。(renewcustomerconfidence)Whenyourcustomersaskforadiscountthatyoujustcan’tgivethem,trykeepingyour“no”aspositiveandashelpfulasyoucan,youwillrenewcustomerconfidence,andkeepthemcomingback.

2.向客户解释原因，有助于维持你们的融洽关系，同时让自己的工作切实可行。(maintaintherapport)Explaininghelpsmaintaintherapportyouhavewiththecustomerwhilestillbeingrealisticaboutyourwork.

3.我们相信我们的服务物超所值，如果我们给您破例，那么这是对其他客户的不公平。（makeanexception）Webelievethatourserviceoffersmorevalueforyourmoneyanditwillbeunfairtoourothercustomersifwemakeanexception.

4.我们知道您是我们的常客，但我们受到组织条例的约束。(beboundby)Weunderstandthatyouhavebeenaregularcustomerbutwearealsoboundbythepoliciesofourorganization.

5.很不幸的是，您的五折优惠码是一年多前的，现在已在我们系统中失效。(couponcode)Unfortunately,thecouponcodethatyouprovidedfor50%offoneitemisfromoverayearago,andisnolongeractiveinoursystem.

E.Declinecustomer’sRequestforDiscount1.Declinetherequestwhenthepricepolicydoesn’tallowbasedontheinformationbelow.

Customer:NikkiRichesin;Product:Backpack;Company:Backcountry;Request:20%offdiscountrequestonAugust15,2020;Representativename:AshleighMcClary;JobTitle:ClientManager;Emailaddress:amcclary@

Telephone:1-800-409-4502Sample:DearNikkiRichesin,

Thankyou