跨境电商客户服务英语 课件 Task 27 在线客户服务即时聊天脚本3：主动推销、要求联系方式、协同浏览或视频协助

跨境电商客户服务英语（第一版）张康

徐俊凌/编著目录Contents第五章即时聊天脚本任务24即时聊天礼仪任务25即时聊天脚本1

任务28即时聊天脚本4任务29即时聊天脚本5任务27即时聊天脚本3任务26即时聊天脚本2

LiveChatScriptsforOnlineCustomerService3:ProactiveSalesChat,AskforContactDetailsandAssistancebyCo-BrowsingorVideoChat内容提要1.

ProactiveSalesChatWithLiveChatScripts主动推销的即时聊天脚本2.LiveChatSalesScriptsforSalesFollow-UpChatSessions销售后续咨询的即时聊天脚本3.RequestforLiveAssistancebyCo-BrowsingorVideoChat要求通过协同浏览或视频交谈的实时协助【内容提要】本任务重点介绍主动推销、要求联系方式、协同浏览或视频协助几类聊天咨询的重点以及脚本模板。知识目标：理解上述几类聊天咨询的意义，掌握相关英语表达和句型。能力目标：能够根据具体即时咨询的语境，选择恰当聊天模板，以及熟练灵活运用已有模板。ScriptsProactivesalesFollow-upchatsessionsLiveassistance1.ProactiveSalesChatWithLiveChatScripts主动推销的即时聊天脚本Tohaveaproactiveapproachdoesn’tonlymeantosay,“Hi”first.Likeasalesassociateinadepartmentstore,youwanttostrikeabalancebetweenhelpfulnessandrespect.Reachingouttoacustomerproactivelyisaboutchoosingtherightwords,whichwillmakeapositiveimpressiononyourwebsitevisitorsandmakethemwanttoengagewithyou.Whetheryou’reofferinggeneralassistanceorpointingtheminthedirectionofspecificsales,youwanttobringthemostvaluetotheforefrontofyourservice.Trythefollowinglineswhenhelpingvisitorsdowntheroadtobecomingloyalcustomers.Proactivesales

(主动销售)isasalesapproachthatempowersthesalespersontotakecontrolofthesalesprocessinsteadofwaitingforthepotentialcustomertodoso.UnderstandDetails:1.Likewise,anonlinesalesassistancewantstokeepthebalancebetween________and________.A.helpfulness,guidanceB.helpfulness,trustC.respect,helpfulnessD.respect,guidanceKey:C2.What’thebenefitofusingtherightwordstoreachouttoacustomer?A.LeavingapositiveimpressiontoyourwebsiteB.MakingthemwanttoengagewithyouC.BothAandBD.ShowingyourqualifiedonlinecustomerserviceKey:C3.Whatdoesanonlinesalesassistancewanttobringtotheforefrontofhisservice?A.themostbenefitB.themostvalueC.themostsincerityD.themostimpressionKey:C1.1Usefulcustomerservicescriptsforreviewingoptions提供选择建议的脚本

Doyouwantustotellyoumoreaboutourbestoffers?Iunderstand,somanyoptionscanbeconfusing.MayIprovideassistanceinhelpingyoudecide?Weknowthatourwebsiteoffersalotofchoices.Canwehelpyoumaketherightdecision?Weknowthatmakingachoiceherecanbedifficult.Wecanreviewyouroptionsagainifyou’dlike!Ifyouneedanyhelpchoosingtherightoptionforyou,don’thesitatetocontactus.1.1Usefulcustomerservicescriptsforreviewingoptions提供选择建议的脚本Ifyoutellusabitmoreaboutwhatyou’relookingfor,we’llgladlyhelpyouout.Ifyou’dliketowait,wecansaveyourinformationandgiveyousometimetothinkaboutit.Excellentchoice!We’recondentthatyou’llbesatised.Verygoodchoice.We’recondentthatyou’llbehappywiththatoption.1.2Recognizingwhenacustomerneedshelp意识到客户需要选品帮助时的脚本Hithere,doyouneedsomehelpfindingwhatyouneed?Itlookslikeyou’revisitingquiteafewpages!Canwehelpyoufindanything?Lookingforsomething?Letusknowifwecanhelpyoufindanything.It’sbeenawhilesinceyou’vecontactedus!Feelfreetoletusknowifyouneedanyhelp.1.2Recognizingwhenacustomerneedshelp意识到客户需要选品帮助时的脚本It’sbeenawhilesinceyou’vereviewedyourshoppingcart,areyoureadytocheck-out,orcanwehelpyoufindsomethingelse?Itseemslikeyoureviewedyourshoppingcartawhileago.Doyouwanttocheck-out,ordoyouneedhelpfindingsomethingelse?1.3

Unresponsivecustomer客户没有响应时的脚本Stillthere?It’sbeenawhilesinceyourlastmessage.Doyouwanttocontinuechatting?Hello!Itlookslikeyou’vebeeninactiveforawhile.Canwehelpyoufindsomething?Heythere!You’vebeeninactiveforawhile.Isthereanythingwecandotohelpyouout?Heythere!Itseemslikeyou’vebeeninactiveforafewminutes.Didyouneedhelpnavigatingoursite?1.3

Unresponsivecustomer客户没有响应时的脚本Itseemslikeyou’vebeeninactiveforafewminutes.Canwehelpyounavigateourwebsite?Itappearsthatyou’vebeeninactiveforafewminutes.Pleasefeelfreetouseourlivechatserviceifyouhaveanyquestions.Hey,we’vejustnoticedyou’vebeeninactiveforawhile.Ifyouneedsomehelptonavigateourwebsite,don’thesitatetocontactourlivechatsupport.4.“Hello!Itlookslikeyou’vebeeninactiveforawhile.Canwehelpyoufindsomething?”WhendoesanonlinesalesassistantsendthisLiveChatscript?A.Thecustomerishesitating.B.Thecustomerisunsatisfied.C.Thecustomerisleaving.D.Thecustomerisunresponsive.Key:D1.4

Communicatingsalesandpromotions告知打折与促销活动的脚本Activepromotions现行促销Hi,wejustwantedtoletyouknowthatwe’reofferingadiscounton[ProductName].Letusknowifyou’reinterestedinthisdeal!Itlookslikeyou’reabouttocheckout.Beforeyoudoit,checkoutthislimited-timedeal!Beforecheck-out,youshouldknowthatwe’recurrentlyoffering[Promotion].Wouldyouliketotakeadvantageofthislimited-timeoffer?1.4

Communicatingsalesandpromotions告知打折与促销活动的脚本Activepromotions现行促销Hey,didyouknowthat[ProductName]isonsaleatthemoment?Checkoutthisofferifyouwanttosaveafewdollars.Hey,wejustwantedtoletyouknowthat[Promotion]isonsalerightnow,ifyoufeltlikesavingafewdollarstoday.Hello!Beforeyoubeginshopping,wewantedtoletyouknowthat[Promotion]iscurrentlygoingonthroughtheendofthemonth.Hello!Rightnowwe’reofferingadiscounton[Promotion]ifyou’reinterestedintakingadvantageofthatdeal.Inactivepromotions促销过期We’resorry,thisofferisnolongeractive.Ifyouwanttochecksomeotherawesomepromotions,checkthisout[LinktoPromotion].Unfortunately,thetimelimitonthatofferhasexpired.Doyouwanttocheckoutsomeothergreatpromotionswe’vepreparedforyou?Wedoapologize,butthetimelimitonthatpromotionhasexpired.Thedealswe’recurrentlyofferinginclude[Promotion].Inactivepromotions促销过期Sorry,thatproductisoutofstock,butIcansuggestotherattractivespecialsavailableatthismoment.We’resorry,butthatdealisnolongeravailable.Ifyou’dlike,Icanlisttheotherspecialswecurrentlyhaveavailable.1.5

Livechatscriptstousetoofferitemsfrequentlypurchasedtogether告知客户选品搭配的脚本You’vejustpurchased[Product1Name].It’saperfectchoice!Wouldyouliketocomplementitwith[Product2Name]?Itlookslikeyou’repurchasing[Product1Name]!Couldweinterestyouin[Product2Name]aswell?Theycomplementeachothernicely.Ifyou’repurchasing[Product1Name],we’dsuggestyoualsocheckout[Product2Name].1.5

Livechatscriptstousetoofferitemsfrequentlypurchasedtogether告知客户选品搭配的脚本Manycustomerswhohavebought[Product1Name]havealsobought[Product2Name].Doyouwanttocheckitout?Sinceyou’repurchasing[Product1Name],we’drecommend[Product2Name]aswell.Customersinthepasthavefoundthatpurchasingtheseitemstogethermadetheirliveseasier.1.6

Presentingthepurchasingwithlivechatscript告知目前客户购买情况的脚本Atthismoment,you’vegot[Number]itemsinyourcartandyourbalanceis[Total].Areyoudoneshopping?Thecurrenttotaloftheitemsinyourcartis[Total].Asofrightnow,yourcurrentbalanceis[Total].1.6

Presentingthepurchasingwithlivechatscript告知目前客户购买情况的脚本Greatnews!Sinceyourcartvalueisover[Number],you’vegotaspecialdiscount.Goodnews!Yourorderisover[Amount],meaningthatyouqualifyforourspecial[Discount]offofyourorder.Goodnews!Sinceyourorderisover[Amount],youqualifyforfreeshipping.Awesomenews!Yourorderis[Total],whichqualifiesyouforfreeshipping!Ifyou’dliketohearaboutallofyourshippingoptions,wecanlistthemforyou.1.7Presentingtheshippingoptionswithlivechatscript告知快递公司选择的脚本Theshipmentoptionsyoucanchoosefromare[Option1],[Option2]...Weofferseveraloptionsforshippingincludinge-packet,USPS,FedEx,andothers.Ourshippeditemsusuallytake[theNumberofDays]tobereceived.1.7Presentingtheshippingoptionswithlivechatscript告知快递公司选择的脚本Basedonourestimate,youshouldreceiveyourorderon[InsertEstimatedDate].Weexpectyourordertoarrivewithin[theNumberofDays].Whilewecan’tofferanexactdate,weexpectyourorderwillarriveon[insertestimateddate].Theestimateddeliverydateforyourorderis[insertestimateddate].Q:Writedownthe7ProactiveSalessituationsgiveninthepassage.7ProactiveSalessituations:

Answer:1.Reviewingoptions2.Recognizingwhenacustomerneedshelp3.Unresponsivecustomer4.Communicatingsalesandpromotions5.Offeringitemsfrequentlypurchasedtogether6.Presentingthepurchasing7.Presentingtheshippingoptions2.LiveChatSalesScriptsforSalesFollow-UpChatSessions销售后续咨询的即时聊天脚本Tomakesureyou’reprovidinganimpeccablepurchaseexperiencetoyourvisitors,youshouldtrytostayintouchwiththemduringtheentirepurchaseprocess.However,youshoulddoitunobtrusively.Tomanagethissuccessfully,youmaywanttorelyonscriptslistedbelow.5.“Tomakesureyou’reprovidinganimpeccablepurchaseexperiencetoyourvisitors,youshouldtrytostayintouchwiththemduringtheentirepurchaseprocess.However,youshoulddoitunobtrusively.”Chooseasynonymfromthefollowingtothewordinitalics.A.smoothlyB.carefullyC.cautiouslyD.unconstructivelyKey:A2.1Livechatscriptsthathelpaskforcontactdetails

要求提供联系方式的脚本Hi.Wouldyoumindsharingyourcontactdetailswithme,sothatwecancontinuetheprocess?Hello,[Customer’sName].Tobeabletoupdatetheprocessfurther,I’llneedyourphonenumberore-mailaddress.contactdetails

联系方式2.2

Offeringinformationonyourproductsorservicesusinglivechatscripts提供产品/服务信息的脚本Ifyou’reinterestedingettingtoknowmoreaboutthedescriptionabout[ProductName],justletmeknow.I’llhappilydetailyourightaway.Hello,doyouneedsomehelpunderstandingtheinstallationof[ProductName]?Notsurehowtomakebestuseofourproduct?Letusknowifyouneedanyadditionalexplanations.2.3

Askingvisitorswhattheyaresearchingforonyourstore在商店中询问客户需要寻找什么产品的脚本Goodday[Customer’sName].Whatbringsyouto[Store’sName]?Hello[Customer’sName].Wouldyoumindtellingushowyoufoundoutaboutourstore?Hi[Customer’sName].Areyoulookingforsomethingspecific?Letusknowsothatwecanhelpyouout.Hi[Customer’sName].Whatareyousearchingfor?Contactustohelpusserveyoubetter.Q:Followingupchatsessions,whatelsecanyoudo?Thingsto-dofollowingupchatsessions:

Answer:1.Askingforcustomers’contactdetails2.Offeringinformationonyourproductsorservices3.Askingvisitorswhattheyaresearchingforonyourstore3.RequestforLiveAssistancebyCo-BrowsingorVideoChat要求通过协同浏览或视频交谈的实时协助Whileitmayseemlikejeopardizingthecustomer’sprivatespace,sometimes,agents’interventionsrequireliveassistanceandco-browsingindifferentforms.Here’showyoushouldapproachthemtomakethemtrustyou.3.1ScriptsforRequestforliveassistancebyco-browsing要求通过协同浏览进行协助的脚本Itseemslikewe’llneedtousescreensharingtohelpyououtwiththisissue.Wouldyoumindifweremotelyaccessedyourbrowsernow?Seemsliketheinfoyouprovidedcan’thelpusfixthisissue.Isitokayforustoseeyourscreentobeabletoproceed?Itwouldhelpusalottomanagethisrequestifyou’dbewillingtoshareyourscreenwithus.Couldyoudoitrightnow?3.2Scriptsforrequestforliveassistancebyvideochat要求通过视频交谈进行协助的脚本Willyoubecomfortabletodiscusstheissueviaavideochat?Isitokayforyoutohaveaconversationthroughvideochat?Itwillallowmetounderstandexactlywhichpartoftheproductgotdamaged.C.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.remotelyassessed,specificsales,proactively,forefrontofyourservice,entire,co-browsing,browser,liveassistance,purchaseexperience,engagewithyou1.Reachingouttoacustomerproactivelyisaboutchoosingtherightwords,whichwillmakeapositiveimpressiononyourwebsitevisitorsandmakethemwanttoengagewithyou.2.Whetheryou’reofferinggeneralassistanceorpointingtheminthedirectionofspec