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跨境电商客户服务英语(第一版)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、运费和关税咨询目录Contents第二章售中服务任务8订单确认函任务14订单取消确认函任务9发货通知任务10发货延误任务12修改发货地址要求任务13发货过程中常见问题的处理:错发、丢件、货物破损任务11关于发货、到货时间的咨询Introduction:E-commerceCustomerServiceChannelsandReplyTemplates导论:电子商务客户服务渠道与客服咨询模版内容提要1.E-commerceCustomerServiceChannels电子商务客户服务渠道2.Thebenefitsofusingcustomerservicereplytemplates客服咨询模版的作用【内容提要】无论哪种场景,只有对每一种渠道深入了解,才能在具体运营过程中,选择最适合自身业务需求客服模式,才能在“全渠道”模式下,调配各渠道的最优组合。此外,导论还讨论了客服咨询模版使用的作用和意义。知识目标:理解跨境电商客服主要渠道及其优缺点,掌握客服咨询模版之于跨境业务的作用。能力目标:能够根据公司实际情况选择最佳客服渠道组合,能够将客服咨询五大建议运用到咨询服务。Onlinecustomerservicechannelscanbebroadlyclassifiedintotwocategories:self-service
(自助服务)
and
assistedservice
(协助服务).Self-serviceincludesalltheinformationandtools
thatthecompanyprovidesfortheircustomerstohelpthemsolvetheproblemontheirown,suchasdetailedproductdescriptionsorafrequentlyaskedquestionspage.Assistedservice,ontheotherhand,referstothehelpthatisprovidedbyaservicerepresentative(客服代表)throughdifferentmediums.Herewefocusonassistedservicechannels,whichusuallyincorporatephone,email,chatandsocialmedia.
E-commerceCustomerServiceChannelsself-service
(自助服务)
assistedservice
(协助服务)servicerepresentative(客服代表)Whenorganizingreal-time
(实时)customerservicechannels,suchasphoneorlivechat,itisimportanttotakeintoconsiderationthatconsumersgenerallyshoponlineoutsidethetypicalofficehours,fromearlyafternoonuntillateintheevening.Theopeninghoursofcustomersupportshouldbedesignedtoreflectthisandresponsetime(响应时间)monitoredtomakesurethatthewaitingtimesremainreasonable.Thefasteryourresponsetimeis,thebetter.Evenife-mailisnotreal-timebynature
(本质上),thecustomer’sclockwillstartticking
(流逝)theverysecondthatthee-mailhasbeensent,andhavingtowaitmorethanadaycanbeabigdrawback(缺点).real-time(实时)responsetime(响应时间、答复时间)Whilephone,e-mailandchatarestillthemostcommoncustomerservicechannels,thesedayscustomersareincreasinglyseekinghelpalsothroughsocialmedia.Everychannelthatthecompanyhasapresencein
(出现)shouldbecloselymonitored
(监察)andactivelyparticipatedinbythecustomersupportstaff.
“Omni-channel”(全渠道)or“multi-channel”(多渠道)isthelatestbuzzwordinonlinecustomerservice,referringtocustomersupportthatisprovidedacrossmultiplechannelsseamlessly(无缝式).However,customersdon’treallythinkintermsofchannels,theyjustwanttheirquestionsansweredasfastaspossiblewiththeleastamountofeffortfromthem.Andwhatcustomersreallywantfromyouisquick,friendlyandeffectiveservice.Thismeansthattheresponsetimesshouldbeminutes,ratherthanhoursordays.Italsomeanspersonalized,humanconversations.Andmostimportantly,itmeansthattheproblemshouldbesolvedinaonesingleinteraction(单次交流).
UnderstandMainIdeas:Q:Whatarethemaincategoriesofonlinecustomerservicechannels?Whatdotheyinclude?A:Onlinecustomerservicechannelscanbebroadlyclassifiedintotwocategories:self-serviceandassistedservice.UnderstandMainIdeas:1.Whatisthebestchanneltoprovidedetailedproductdescriptionsforcustomers?A.assistedserviceB.self-serviceC.frequentlyaskedquestionspageD.phone,email,chatandsocialmediaKey:B2.Whichchannelarecustomersincreasinglyseekinghelp?Phone.B.e-mailC.chatD.socialmediaKeyD3.Whatcustomersreallywantfromcompanieswhentheyhavequestions?Omni-channelMulti-channelQuick,friendlyandeffectiveserviceConversationandinteractionKeyC
PhoneDespitethevarietyofchannelsavailable,customersstillrelyheavilyonthephone.Loudhousesurveyed7,000consumersinsevencountriesandfoundoutthatphoneremainsthemostpopularservicechannel,with54%usingitforfirstcontact
(初次接触).Thebiggestchallengewithaphoneservicefromthecompany’sperspectiveisthattheyneedtobeabletopullupthecustomer’sorderandconversationhistory
(历史对话记录)toseewhenthecustomerhascalledlast,andproperlyanalyzetheissuewithoutthecustomerhavingtore-explaintheirpreviousissueeverytimetheycall.Onesolution
tothiscouldbephoneregistrationthatisofferedbymanysites,whichautomatically
(自动地)addseveryconversationintothecustomerscallinghistory.Whenusedcorrectly,phonecanbeaneffectivechannelforresolvingissuesinonecontact.conversationhistory
(历史对话记录)4.Whatisthebiggestchallengewithphoneservice?customer’sorderandconversationhistorymustbepullupphoneregistrationmustbeofferedeveryconversationmustbeautomaticallyaddedissuescanberesolvedinonecontactKeyA
1.2E-mail电邮(站内信)客服Somemightsaythate-mailisdying,butmarketingexpertsbelieveotherwise.Theythinkthatatbest,theroleandsignificanceofe-mailmaychange.Somebestpracticesfore-mailincludeusinganaddressthatthecustomercanreplyto,keepingthetitleshortbyusingkeywords,informingthecustomerabouthowtheyareexpectedtoproceed
(推进)nextifnecessary,keepingthemessageshortandsimplebyplacingtheimportantinformationfirst,andincludingthecompany’scontactinformation(联络信息).Thelanguagethatisusedine-mailsshouldbeasgrammaticallycorrect
(语法正确)andcomprehensible
(通俗易懂)aspossibletoavoidanymisunderstandingsorconfusion,becausepeoplegenerallytendtoreadtextonascreenbyonlyglancingitthrough.
contactinformation
(联络信息)1.3Chat实时聊天客服Chatcustomerserviceisstillarelativelyfreshconcept,andassuchitcanprovideacompetitiveadvantageoveryourcompetitors,whenproperlyexecuted
(执行).The
advantagesofchat
incomparisontophoneore-mailareindisputable(无可争议).Askilledcustomerservantcanhandlemultipleconversations
(一对多沟通)atthesametime,anditisevenpossibletocreatesomestandardrepliestothemostfrequentlyaskedquestions.Chatalsoleavesawrittendocumentationofeverythingthathasbeendiscussed.Itisfasterandmorecommunicativethane-mail,allowingareal-timeconversation,whilebeinglessexpensivethanaphoneservice.Eventhename“chat”impliesthatitisallaboutconversationwiththecustomer.Thisalsomeansthatusingspokenlanguageismoreacceptablethaninotherchannels.Whilespokenlanguageiscommonlyusedinchatconversations,youshouldthinkaboutwhatstyleofcommunicationsuitsyourcompanythebest.Ageneralguidelinewouldbetousesimplesentencestructuresandcommonwords,whileavoidingjargon,slangordialects.
multipleconversations
(一对多沟通)
Thedemandsforachatcustomerservicerepresentative
(在线聊天咨询代表)arehigh,becausetheyneedtobeskilledwritersandfluentcommunicators,whiledoingitallinreal-time.Theyalsoneedtohavegoodknowledgeofthecompanyanditsproductsinordertoprovidethecustomerwithaccurateadvice.Thisnaturallyrequiresacertainpersonalitytypethatiscomfortablewithmultitasking(多任务处理).Althoughchathashighsatisfactionratings(满意度排名),itdoesnotcomewithoutitschallenges.Thenumberonechallengeforthecompanyisthateverythinghappensinreal-time,meaningthattheresponsetimesshouldbeinseconds,notminutes.Andthemorecustomersyouhaveonlineatonce,themorechallengingitbecomestomanage.Providinggoodcustomerserviceoverchatcanbedifficult,butifyoudoitright,therewardsarealsohigh,andyouwillendupwithmoreloyalandsatisfiedcustomers.
chatcustomerservicerepresentative
(在线聊天咨询代表)multitasking
(多任务处理)satisfactionratings(满意度排名)5.WhichofthefollowingisNOTthegoodpracticefore-mail?usinganaddressthatthecustomercanreplytokeepingthetitleshortbyusingkeywordsinformingthecustomerabouthowtheyareexpectedtoproceednextpeopletendtoreadtextbyonlyglancingthelanguagethrough\KeyD6.WhichofthefollowingisNOTtheadvantageofchatcustomerservicecomparedtophoneande-mail?customerservantcanhandlemultipleconversationsatthesametimewrittendocumentationofeverythingthathasbeendiscussedcanbecreateditismorereal-timeconversationwhilebeinglesscostlytheconversationsaremorespokenlanguageKeyD7.Whatisthechallengewithchatcustomerservice?theresponsetimesshouldbeinminuteseverythinghappensisnotalwaysrea-timechatdon’talwayshavehighsatisfactionratingscustomerservantsmustmakeresponseinstantlyKeyD
社交媒体客服Socialmediaisanonlinenetworkorcommunity(在线社交网络或社群),wherepeoplewithsimilarinterestscangathertoshareinformation.Itisthemodern-dayversionofamarketsquare,representedbyalargenumberofdifferentwebapplications.Itisimportanttogetacquaintedwith(结识)
thedifferenttypesofsocialmediaplatformsandrecognizetheirdifferences.Thisdoesnotmeanyouneedtobeactiveineverychannel,butyoushouldbewhereyourcustomersare.Businessestendtoseesocialmediasolelyasamarketingchannel,notrealizingitspotentialforcustomerservice.Butcustomersmaychoosetocontactthecompanythroughanychannel,andwhentheydo,youneedtobepreparedtohandlethem.Respondingtocustomercontactsisthecornerstone(基石)
ofsocialcustomerservice.Socialmediaisnotsuitableforordering,cancellationsorservicechanges.However,itisagreattoolforprovidingproductandserviceinformation,answeringsimplepriceenquiries,andreceivingfeedbackordevelopmentideas.8.Whatserviceissocialmediasuitablefor?AnsweringsimplepriceenquiriesCancellationsServicechangesOrderingKeyA
ThebenefitsofusingcustomerservicereplytemplatesWhetheryourbusinessusesaknowledgebase,
anonlineFAQ
oreachresponseishandledfreehand(徒手),youwillfindthatcommontrendsinquestionsorissuesemergequickly.Usingcustomerservicetemplatescanhelpanybusinessbecomemoreefficient.Withcustomerservicereplytemplates,youcanhandleallkindsofcustomers’inquiryproperlyandefficiently.Whetherit’sathankyouemailforplacinganorder(订单确认函)
oranabandonedcartemail(代付款提醒),eachtemplatecanbepersonalized(定制)
inadvance.Butthebenefitsincreatingcustomersupporttemplatesarenotonlylimitedtosavingtime.Otheradvantagesincludepersonalizedmessaging,reducederrorsandbeingabletomaintainbrandtoneandvoice.Personalizedmessaging.
Usingcustomerservicereplyemailtemplatesinthefollowingchapters,youcanautomaticallypersonalizethemessageeverytimetoincludethecustomer’sname,address,productandpricingdetails.Reducethemarginforerrors(错误范围)
.
Asthereisnoneedtoretypeeachemail,youremoveasignificantchunkofhumanerror(人为错误)
andriskofsendingincorrectmessageswithpotentiallyawkwardconsequences.Same
brandtone
ofvoice
(品牌声音)
ineverycommunication.
Asyourteamdoesnotneedtoeditthetextwithintheemailreply,anypersonusingthetemplatecansendtheemailandnothavetoworryabout“gettingthesamemessageright”.brandtone
ofvoice
(品牌语调)Toneofvoiceishowabrandcommunicatesandconnectswithitsaudiencethroughmessagingandcustomerinteractions.Ithelpsbusinessesdifferentiatethemselvesfromthecompetitionandcommunicatetheirbrandvaluestotheiraudience.ToneofVoiceExamplesNike’stoneofvoiceisseriousandpowerful.They’verunmanycampaignsovertheyearsencouragingathletestobethebesttheycanbe.2.What’sthebenefitsofusingcustomerservicereplytemplates?Answer:Personalizedmessaging,reducethemarginforerrorsandkeepthesame
brandtone
ofvoiceineverycommunication.9.WhichofthefollowingisNOTthebenefitsofusingcustomerservicereplytemplates?A.Reducethemarginforerror.B.Keepthesametoneofthecompany’voice.C.Reducethedemandforcustomerservicerepresentatives.D.Personalizemessageforcustomers.KeyCFivetipsforansweringcustomerserviceemailsIfacustomerwritesanemailtoyou,itmeanstheycareenoughtodosomethingaboutit–Whethertheemailisnotifyingthearrivalofparceloradvertisinganewproduct.It’simportanttomakesureeverysinglecustomeremailisanswered.Respondingtocustomersisasure-fireway(万全之策)
tomakeunhappycustomershappyandithelpstocreategoodcustomerrelationships.Here’s5tipstorespondingtocustomerserviceemails:1.ReadtheemailthoroughlybeforeyourespondCustomersvaluegoodserviceoverspeed.Itmightbethecustomergotlostonyourwebpageoraskedforadiscountbutreadtheemailthoroughlybeforeyouwriteyourresponse.Iftheemailhastoolittleinformationforyoutosolvetherequest,it’sOKtoaskquestionstogetmoreinformation.2.AddressyourcustomerbynameMostemailssenttoyourcustomersupportteamaresentbyhumanbeings.It’seasytoforgetthiswhenyouanswerhundredsorthousandsofemailsperweek,butpeopleappreciatebeingtreatedlikehuman–Infact,recentresearchbyCiscofoundthatcustomersarewillingtopayextraforamorepersonalizedservice
(定制服务)
.Makesureyouaddressthecustomerbyhis/hernameineachemailyourespondto.3.FocusonsolvingtheproblemAcustomerwhocommunicatesaproblemdoesnotwanttohearexcusesofwhytheproblemoccurred.Theyonlywanttohearthesolution.Ifthecustomercannotgettheparcelbytheestimateddate(预估日期),thereisnoneedtoexplainthatit’syourshipper’sfaultforthedelay–Findasolutionandinformthecustomertheproblemisfixed.
4.IncludelinkstoyourwebpageIt’smucheasierforbothyouandyourcustomerifyouprovidelinkstorelevantsourcesonyourwebsiteratherthanexplaininghowtonavigatethrough(浏览)
thepages.Forexample.here’salengthyresponse(长篇大论)
:“Inordertologintoyouraccount,pleasegotoourhomepageandatthetoprightofthepage,clickthe“myaccount”link.Onceyouclickthelink,youwillbetakentotheloginpage.”Comparedtoamuchmoreuser-friendlyresponse:“Tologin,pleasevisit/login”5.Useyourrealnameandemailsignature(电子邮件签名)
Stayinganonymous(匿名的)inyourresponsesisthewrongapproach.Ifyouuseageneric
(常规的)
emailsignature,whichusuallyincorporatesyourname,title,companyandcontactinformation,thecustomerwouldknowwhoheorsheisemailingwith.Thinkofitlikeaconversation,it’smorenaturaltosayyournameinsteadofjustcompanynameanddepartment.Usingyourownnamewillonlystrengthentherelationship.emailsignature
(电子邮件签名)3.Whattipsforansweringcustomerserviceemailsdoesthepassagesuggest?Answer:Theyarereadtheemailthoroughlybeforeyourespond,addressyourcustomerbyname,focusonsolvingtheproblem,includelinkstoyourwebpage,anduseyourrealnameandemailsignature11.WhichofthefollowingelementsisNOTnecessarilyincludedinemailsignature?A.yourname.B.yourjobtitle.C.yourcontactinformation.D.yourphotoKeyD
Project:createanemailsignature
ofyourself.C.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.monitor;loyal;drawback;navigate;executed;getacquaintedwith;humanerror;sure-fireway;1.Evenife-mailisnotreal-timebynature,thecustomer’sclockwillstarttickingtheverysecondthatthee-mailhasbeensent,andhavingtowaitmorethanadaycanbeabigdrawback.2.Everychannelthatthecompanyhasapresenceinshouldbecloselymonitoredandactivelyparticipatedinbythecustomersupportstaff.3.Providinggoodcustomerserviceoverchatcanbedifficult,butifyoudoitright,therewardsarealsohigh,andyouwillendupwithmoreloyalandsatisfiedcustomers.4.Itisimportanttogetacquaintedwiththedifferenttypesofsocialmediaplatformsandrecognizetheirdifferences.C.BuildYourVocabularymonitor;loyal;drawback;navigate;executedgetacquaintedwith;humanerror;sure-fireway;5.Asthereisnoneedtoretypeeachemail,youremoveasignificantchunkofhumanerrorandriskofsendingincorrectmessageswithpotentiallyawkwardconsequences.6.Respondingtocustomersisasure-firewaytomakeunhappycustomershappyandithelpstocreategoodcustomerrelationships.7.It’smucheasierforbothyouandyourcustomerifyouprovidelinkstorelevantsourcesonyourwebsiteratherthanexplaininghowtonavigate
throughthepages.8.Chatcustomerserviceisstillarelativelyfreshconcept,andassuchitcanprovideacompetitiveadvantageoveryourcompetitors,whenproperlyexecuted.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.电话、电邮、在线聊天依然是最普遍的客服渠道,现在客户越来越多的通过社交媒体寻求帮助。(socialmedia)Whilephone,e-mailandchatarestillthemostcommoncustomerservicechannels,thesedayscustomersareincreasinglyseekinghelpalsothroughsocialmedia.
2.通过使用客服回复模版,你可以恰当并且有效地处理各种客服咨询。(replytemplate)Withcustomerservicereplytemplates,youcanhandleallkindsofcustomers’inquiryproperlyandefficiently.
3.相对于服务速度,客户更重视服务质量(value…over…)Customersvaluegoodserviceoverspeed.4.当你每周回复成千上百封电邮时,你很容易忘记人们喜欢被以人性化对待。(treatlikehuman)It’seasytoforgetthiswhenyouanswerhundredsorthousandsofemailsperweek,butpeopleappreciatebeingtreatedlikehuman
5.常规电子签名通常包含了你的姓名、职位、公司、联络方式,因此只要你电邮中使用,客户就明白他们是与谁进行往来。(genericemailsignature)Ifyouuseagenericemailsignature,whichusuallyincorporatesyourname,title,companyandcontactinformation,thecustomerwouldknowwhoheorsheisemailingwith.
跨境电商客户服务英语(第一版)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、运费和关税咨询目录Contents第二章售中服务任务8订单确认函任务14订单取消确认函任务9发货通知任务10发货延误任务12修改发货地址要求任务13发货过程中常见问题的处理:错发、丢件、货物破损任务11关于发货、到货时间的咨询Task1:WritingProductDescriptions:Tips,Examples,andTemplates任务一:产品描述要点、案例与模版内容提要1.Whatisaproductdescription?何为产品描述?2.Sixtipsforwritingconvertingproductdescriptions
客服咨询模版的作用
3.
Examplesofgreatproductdescriptions
经典案例分析
4.
Productdescriptiontemplates
产品描述模版【内容提要】产品描述是售前工作流程的起点,某种意义上也是后续咨询工作量的缘起。本节主要内容包含:产品描述的内容、六大建议、经典案例分析与两个模版(通用类与服装类)。知识目标:理解产品描述的概念、基本要素,掌握呈现产品信息的常用英语词汇。能力目标:通过案例和模版学习,能够根据产品基本信息完成产品描述工作任务。Creatingproductdescriptionsforyourecommercestoreisabalancingact(权衡行为).Youwanttoprovideenoughinformationtoshopperstoansweranypotentialquestionstheymighthave,butyoualsoneedtokeepinmindtheideaofattentioneconomics:
humanattentionisascarcecommodity(稀缺商品).Sohowcanyoumakesurethatyou’regivingcustomersboththerightquantityandqualityofinformation?Keepreadingtofindout.Whatisaproductdescription?Aproductdescriptionisthemarketingcopyoneachproductpagethatexplainswhataproductisandwhyashoppershouldbuyit.
AnecommercesalestoolYourproductdescriptionscanactasavaluablesalestoolforyourbusinessbyhelpingyoudirectlytargetyouridealcustomers.Likeagoodsalespitch(营销推广),thecopyshouldcapturethetoneandpersonalityofyourbrandandtheproductsyouselltohelpyouconnectwithpotentialcustomers.DescribeproductfeaturesandbenefitsProductdescriptionsshouldcovertwomainaspects:featuresandbenefits.Thesearethebreadandbutterofyourproductpagecopy.
Afeatureisaqualityorafunctionofaproduct.Forexample,“Thislaptopbagiswaterproof”describesafeature.Abenefitisthevalueacustomergetsfromafeatureoftheproduct.Forexample,“Youwon’tneedtoworryabouttherainanymore”describesabenefitofthebagbeingwaterproof.Beasspecificaspossiblewhendescribingfeaturesandbenefits.Don’tjustsayaproductishigh-quality;letshopperscometothatsameconclusionthroughtheproductfeaturesandbenefits.salespitch(营销推广)A.UnderstandMainIdeas:1.What’saproductdescription?Answer:Aproductdescriptionisthemarketingcopyoneachproductpagethatexplainswhataproductisandwhyashoppershouldbuyit.So,it’sanecommercesalestoolanditdescribesproductfeaturesandbenefits.B.UnderstandDetails:1.“Thislaptopbagiswaterproof.”Whatdoesthisproductdescriptiondescribe?A.materialB.designC.featureD.functionKey:C2.“Youwon’tneedtoworryabouttherainanymore.”Whatdoesthissentencedescribeabouttheproduct?A.benefitB.featureC.useD.purposeKey:A3.Whattwomainaspectsshouldbecoveredinproductdescription?A.featuresanduseB.functionsandbenefitsC.featuresandbenefitsD.useandbenefitsKey:CSixtipsforwritingconvertingproductdescriptionsYourproductdescriptionsneedtodomorethanjustdescribeyourproducts—theyneedtosellthem.Thegoodnewsisthatcreatingproductdescriptionstoencouragesalesisn’tdifficult.Allittakesisfollowingafewbasicguidelines(指导原则).Hereare5tipsforwritingproductdescriptionsthatincreasesales.1KnowyouraudienceFirstandforemost,youcan’tappealtoyouraudienceunlessyouunderstandthem.Focusonthebuyerpersona(用户画像)ofyouridealcustomerandselltothem,ratherthantryingtopleaseeverybody.Whoisyouridealcustomer?Whataretheylookingforinaproduct?What’simportanttothem?Whatisn’t?Ahelpfultrick:Imaginethatyouareasalesassociateatabrickandmortar(实体店)versionofyourstore.Whichtoneofvoicewouldyouusewithcustomers?Whatkindoflanguage?That’sthetoneandlanguageyoushoulduseforyourproductdescriptions.buyerpersona(用户画像)Abuyerpersonaisaresearch-basedprofilethatdepictsatargetcustomer.Buyerpersonasdescribewhoyouridealcustomersare,whattheirdaysarelike,thechallengestheyfaceandhowtheymakedecisions.ProvidedetailedinformationYou’lloftenhearabouthowinternetusershaveshortattentionspans(注意力短暂).Thiscanmakeittemptingtoincludeminimalinformationabouteachofyourproducts,inthehopesofnotscaringawaypotentialcustomers.However,thisapproachcanbackfire(事与愿违).Whilepeoplemayindeedbeimpatientinsomeonlinesituations,shoppingisn’toneofthem.AccordingtotheConnectedShoppersReportconductedbySalesforcein2017,85%ofonlineconsumers
conductresearchbeforebuyingaproduct,and87%areunlikely
topurchasefromretailersthatprovideincompleteorinaccurateinformation.Ifyouwanttoconvincepeopletoconvert,therefore,youneedtoofferthemallthedetailsthey’relookingfor.Thismeans:Providingthekeyfactsaboutaproduct,suchassize,color,material,andtechnicalspecifications(技术参数).Highlightingalloftheitem’sfeatures–whatcanitdo,andhowcanitbeused?Ensuringthateverythingonyourproductpageisaccurate.Themoreinformationapotentialcustomerhasaboutaparticularproduct,themoreconfidentthey’llfeelinhittingthe“buy”button.Focusontheproduct’sbenefits强调产品优点Whileit’simportanttoprovidelotsofdetailedinformation,thisdoesn’tmeanyourproductdescriptionshavetobedrylistsoffacts
(枯燥事实罗列).Aproductpage
shouldinformtheconsumer–butitshouldalsobepersuasive.Thismeansyou’llwanttocreate‘customer-centric’(客户为中心)productdescriptions.CheckoutthedescriptionofFitbitCharge3below:Peoplewanttoknowwhetherwhatyou’reofferingcanmaketheirlivesbetter.Todothis,youcan:Makethebenefitsofyourproductclearrightaway.Identifyyourtargetcustomer’s‘painpoints’(痛点)andrespondtothem.Howwillyourproduct
simplifyatask,eliminate(消除)afrustration,orenablethemtodosomethingnew?Don’tjustguesswhatyourcustomerswant.Instead,dosomeresearchand
createadetailedbuyerpersona.Whenputtingyourproductdescriptionstogether,you’llwantto‘front-load’(前置)thisinformation.Insteadofstartingbysharingthethreadcount(纺织品的针数)forasetofbedsheets,explainhowthecustomerwillbeabletoenjoyamorerestful(安心)night’ssleep.Aftersellingthemontheproduct’skeyadvantages,youcanthengetintothedetails.threadcount(纺织品的针数)UsepowerfulwordsSofar,we’vebeentalkingaboutthecontentofyourproductdescriptions.However,theideasyousharearen’ttheentirestory.Thespecificwordchoicesyoumakematterjustasmuch.Somewordsencouragepeopletobuy,whileothersdon’t.Ifyouwanttosellmoreproducts,you’llneedtofocusonusing
terminology
(术语)that’sattention-grabbing
(抓人眼球的),andpersuasive:Someofthewordsyou’llwanttoincorporateinclude:“You”.
It’simportanttotalkaboutyourproductfromtheperspectiveofyourcustomers.Thisway,you’llmakeyourproductdescriptionsmorepersonal.Sensoryterms
(感官词语),suchas“see”,“hear”,and“feel”.
Thesewordsencourageyourcustomerstoimaginewhatitwillbeliketouseyourproduct.Positive‘powerwords’,like“empower”,“effortless”,“striking”,and“delight”.
Theseterms
provoke
(挑动)
emotions,grabattention,andmakeyourdescriptionsstandout.Justbecarefulnottogooverboard
(过分热情)withthese–andmakesureyourproductcanbackupyourclaims
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