電工與電子技術(shù)電子商務(wù)電子課件chap 2 售前溝通與服務(wù)ppt

1、電子課件chap 2 售前溝通與服務(wù)Chap 2售前溝通與服務(wù) Pre-sales Communication & Service 跨境電商溝通與客服學(xué)習(xí)目標(biāo)知識(shí)目標(biāo)技能目標(biāo) 1. 了解跨境電商里的在線(xiàn)交流工具和付款方式 2. 掌握售前服務(wù)的內(nèi)容和常用回復(fù)表達(dá)方式 3. 掌握售前咨詢(xún)服務(wù)過(guò)程中客服人員與客戶(hù)的 溝通技巧能夠寒暄、接待客戶(hù)能夠妥善處理和回復(fù)跨境電商客戶(hù)對(duì)公司、產(chǎn)品的咨詢(xún)能夠妥善處理和回復(fù)跨境電商客戶(hù)對(duì)產(chǎn)品價(jià)格、支付、物流的咨詢(xún)跨境電商溝通與客服思考售前溝通一般包括哪些內(nèi)容？Lead-in If you are an online seller, How & what will y

2、ou do if your customer comes to your online store?How will you introduce a product to you customer?How will you deal with & answer when your customer consults about your price, payment & logistics?2.1交流工具online communication tools 1、國(guó)際版阿里旺旺2、敦煌平臺(tái) 3、常見(jiàn)的聊天軟件及工具 4、在線(xiàn)支付（貨到付款、支付寶、財(cái)付通和網(wǎng)銀） （信用卡、T/T銀行匯款、Mon

3、eybookers、借記卡）MSN SKYPE ViberWhatsappFacebookTwitterQQ/WechatGoogle Talk其它：Camfrog:Android,視頻聊天PalTalk：僅微軟視窗用戶(hù)可用KIK：類(lèi)似“米聊”SKOUT：僅限安卓用戶(hù)常見(jiàn)的聊天軟件及工具 2.2 跨境電商售前信息推送 Pre-sales Consulting Service in Cross-border E-commerce 售前信息問(wèn)候寒暄標(biāo) 題產(chǎn)品簡(jiǎn)介公司簡(jiǎn)介2.2.1問(wèn)候寒暄 Greetings GreetingHello/Hello, Dear Friend:WelcomeThank

4、s for your visiting to my online store！What may I do for you?Is there anything you like?company & productFurther helpIf you cannot find anything you like, you can tell us, and we will help you to find the source!Thanks again.2.2.2公司簡(jiǎn)介 Company Profile 請(qǐng)比較P35兩篇公司簡(jiǎn)介，并說(shuō)明各自的特點(diǎn)和優(yōu)點(diǎn)。注意：恰當(dāng)呈現(xiàn)行業(yè)用詞和商業(yè)信息量1、用簡(jiǎn)單英語(yǔ)

5、介紹自己的公司W(wǎng)e are a. corporation, handling.(我們是.公司，專(zhuān)營(yíng).)We would like to take this opportunity to introduce ourselves as .(我們借此機(jī)會(huì)自我介紹。我們是.)2、通過(guò)郵件，社交軟件進(jìn)行談判溝通We are writing to introduce ourselves to you as a.(作為.,特來(lái)函自我介紹。)Our company is specialized in .(本公司專(zhuān)營(yíng).)3、專(zhuān)注于一領(lǐng)域We are mainly dealing in.(我們主要從事.)We h

6、ave been engaged for many years in the line of.(我們已經(jīng)從事.多年。)2.2.3標(biāo)題 headline 1、直接、鮮明、簡(jiǎn)略，激發(fā)客戶(hù)的好奇心a） Latest technology, which can help you double your efficiency in some ways. b）“The latest and unique pattern”2、大買(mǎi)家效應(yīng)法 towel supplier of Shangri-La Hotel for about 5 years3、認(rèn)證吸引法 STARA， CE2.2.4產(chǎn)品簡(jiǎn)介 Produc

7、t 1、產(chǎn)品簡(jiǎn)介 材質(zhì)，規(guī)格尺寸，使用方法產(chǎn)品特點(diǎn)：產(chǎn)品規(guī)格（Specifications）包裝Packaging具體事項(xiàng)的描述Features，圖文并茂請(qǐng)分析以下產(chǎn)品的關(guān)鍵要素1、果凍蠟燭2、假發(fā)3、理發(fā)推剪案例1：jelly candles 果凍蠟燭 P37Specifications overview：案例2：wholesale brazilian hair body /loose/spring/kinky wave hair extension human P38Specifications overview：Type: Hair ExtensionMaterial: Human Ha

8、irHuman Hair Type: Brazilian HairHair Grade: Remy HairVirgin Hair: YesHair Extension Type: Hair WeavingStyle: wave/loose/body/straightPlace of Origin: Zhejiang, China (Mainland)案例3：Power SupplyElectricPlace of OriginZhejiang China (Mainland)Brand NamePINEWELLModel NumberPR-999COLOURSome Colour2、產(chǎn)品推薦

9、信稱(chēng)呼正文（產(chǎn)品名稱(chēng)、特點(diǎn)等）信尾敬語(yǔ)簽名Functional expressions:This is * from * Co., Ltd. of China writing to you, hoping this mail finds you in your best time.Thank you for taking a few minutes to read about our new product recommendation. We believeThank you again for taking the time to consider our new product.Ill

10、be happy to send you samples for evaluation! We sincerely hope you place the order ASAP!常用句型Thanks for your visiting to my online store！ 感謝您訪(fǎng)問(wèn)我的網(wǎng)上商店！What may I do for you? 我能為你做什么嗎？Is there anything you like? 有什么你喜歡的嗎？If you cannot find anything you like, you can tell us, and we will help you to fin

11、d the source! 如果找不到你喜歡的任何東西，可以告訴我們，我們將幫助你找到貨源！We are one of the biggest suppliers of Electronic Shaver on AliExpress. 我們是阿里巴巴全球速賣(mài)通電子剃須刀最大的供應(yīng)商。補(bǔ)充材料1、改良無(wú)價(jià)值、單調(diào)、功能龐雜的產(chǎn)品描述2、“個(gè)性”體現(xiàn)在首頁(yè)上3、重視品牌故事和社會(huì)認(rèn)同感4、避免太多無(wú)用的形容詞和填充詞5、改良錯(cuò)誤的格式和編輯2.3 跨境電商售前咨詢(xún) Pre-sales Consulting 售前咨詢(xún)價(jià)格回復(fù)樣品、運(yùn)費(fèi)回復(fù)支付跨境物流2.3.1價(jià)格回復(fù)Price Reply 1、報(bào)價(jià)

12、回復(fù)函：感謝對(duì)方詢(xún)價(jià)，希望與對(duì)方建立業(yè)務(wù)，訂單的條件和報(bào)價(jià)。 Dear sir， Thanks for your inquiry. We cherish this chance to do business with you very much. If you order a quantity of 1,000, we can offer you the bulk price of USD xxxx /piece with free shipping. I look forward to your reply. Regards John2、買(mǎi)家砍價(jià)的回復(fù) Dear Joathan, Thank

13、 you for your interests in my item. I am sorry but we cant offer you that low price you asked for. We feel that the price listed is reasonable and has been carefully calculated and leaves me limited profit already. However, wed like to offer you some discounts on bulk purchases. If your order is mor

14、e than 10000 pieces, we will give you a discount of 5% off. Please let me know for any further questions. Thanks. Sincerely, 2.3.2樣品、運(yùn)費(fèi)的回復(fù) Sample 1：有償樣品 The order of a single sample product costs USDxxxx with shipping fees included.Sample 2：不能提供樣品 Dear Mike, Thank you for your inquiry. I am happy to

15、 contact you. Regarding your request, I am very sorry to inform you that we are not able to offer free samples. To check out our products, we recommend ordering just one unit of the product (the price may be a little bit higher than ordering by lot). Otherwise, you can order the full quantity. We ca

16、n assure the quality because every piece of our product is carefully examined by our working staff. We believe trustworthiness is the key to a successful business. If you have any further questions, please feel free to contact me. Best Regards, Michelle Sample 3：不同意買(mǎi)家免運(yùn)費(fèi)的要求Dear sirSorry, free shippi

17、ng is not available for orders sent to America. But we can give you a 3% discount of the shipping cost.John2.3.3支付 paymentWe accept alipay here.Escrow is our preferable payment.All major credit cards are accepted through secure payment processor ESCROW.選擇escrow，提醒折扣快結(jié)束了Hello X, Thank you for the mes

18、sage. Please note that there are only 3 days left to get 10% off by making payments with Escrow (credit card, Visa, MasterCard, moneybookers or Western Union). Please make the payment as soon as possible. I will also send you an additional gift to show our appreciation. Please let me know for any fu

19、rther questions. Thanks. Best regards, (Your name) 2.3.4跨境物流 logistics 運(yùn)輸物流信息流通加工倉(cāng)儲(chǔ)搬運(yùn)裝卸包裝物流構(gòu)成Sample 1: 賣(mài)家發(fā)貨到達(dá)時(shí)間郵件模板Dear Jack, Thank you so much for your great support on us.Usually it takes about 7-12 days for the item to reach you.Any question, feel free to contact us and we will reach you at the s

20、oonest.Best regards!有時(shí)會(huì)接到客戶(hù)這樣的要求 Sample 2: Hello，but I do not want by DHL. DHL delivery to my house is USD130, but I only pay USD8 sending by EMS.If you send by DHL, I will not accept the order.Thanks! 在進(jìn)行妥善安排后，我們可進(jìn)行如下回復(fù):We are happy to inform you that your order can be sent via EMS express!Sample 3

21、: 有時(shí)，遇到節(jié)假日或特殊時(shí)期，我們對(duì)物流做出了新的安排，表述如下：Sample 4: 因?yàn)槲锪黠L(fēng)險(xiǎn)，賣(mài)家無(wú)法向買(mǎi)家國(guó)家發(fā)貨時(shí)給出的回復(fù) Sample 5: 買(mǎi)家詢(xún)問(wèn)是否有直銷(xiāo)航運(yùn) 2.4 跨境電商售前服務(wù) 售前服務(wù)促成交易提供信息催促下單提醒付款提醒折扣解釋海關(guān)稅 告知斷貨告知假日活動(dòng)促成交易Sample 1：詢(xún)價(jià)后，催促下單，庫(kù)存不多Dear X, Thank you for your inquiry. Yes, we have this item in stock. How many do you want? Right now, we only have X of the X colo

22、r left. Since they are very popular, the product has a high risk of selling out soon. Please place your order as soon as possible. Thank you! Best regards, (name) 要點(diǎn)：強(qiáng)調(diào)貨物受歡迎，不能保證庫(kù)存滿(mǎn)足其需求。因?yàn)榛貜?fù)不夠及時(shí),表示歉意 Dear X, I am sorry for the delayed response due to the weekend. Yes, we have this item in stock. Ple

23、ase let me know if you have any further questions. Thanks. Best Regards, (Your name)要點(diǎn)：態(tài)度要誠(chéng)懇，必要時(shí)給客戶(hù)優(yōu)惠以挽回客戶(hù)。主動(dòng)打折因?yàn)殄e(cuò)過(guò)了最佳24小時(shí)回復(fù)時(shí)間所以可通過(guò)主動(dòng)打折，給予訂單截止日期的方式贏取客戶(hù)。And to show our apology for our delayed response, we will offer you 10% off. Please place your order before Friday to enjoy this discount. Thank you

24、! 提醒買(mǎi)家盡快付款模板 Dear X, We appreciated your purchase from us. However, we noticed you that havent made the payment yet. This is a friendly reminder to you to complete the payment transaction as soon as possible. If you have any problems making the payment, or if you have any questions with the order, p

25、lease let us know. We can help you to resolve the payment problems and we are happy to answer your questions. Thanks again! Looking forward to hearing from you soon. Best Regards, (Your name) Sample 3： Dear X, We appreciate your order from us. You have chosen one of the bestselling products in our s

26、tore. Its very popular for its good quality and competitive price. Right now, we only have X lots of the X colors left. We would like to inform you that this product has a high risk of selling out soon. We noticed that you hadnt finished the payment process for the order. Wed like to offer you a 10%

27、 discount on your order, if you purchase now, to ensure that the product doesnt sell out. We will ship your order within 24 hours once your payment is confirmed. If you need any help or have any questions, please let us know. Best Regards, (your name)要點(diǎn)：強(qiáng)調(diào)貨物受歡迎，若未能及時(shí)付款無(wú)法保證及時(shí)發(fā)貨。斷貨 (out of stock) Dear

28、 X, We are sorry to inform you that this item is out of stock at the moment. We will contact the factory to see when they will be available again. Also, we would like to recommend to you some other items which are of the same style. We hope you like them as well. You can click on the following link

29、to check them out. http:/www.aliexpress Please let me know for any further questions. Thanks. Best Regards, (Your name)要點(diǎn)：推薦類(lèi)似的貨物給客戶(hù)。Discount 折扣 Dear Daisy, Thanks for your message. The price we offer is lower than the market price. And as you know, as the shipping cost is really high, our profit ma

30、rgin for this product is very limited. However, we can offer you a XXX % discount if you purchase more than XXXX pieces in one order. 要點(diǎn)：強(qiáng)調(diào)利潤(rùn)不高，只能在量多的基礎(chǔ)上打折。海關(guān)稅 (customs tax) Dear Mike, Thank you for your inquiry and I am happy to contact you. I understand that you are worried about any possible extr

31、a cost for this item. As to specific rates, please consult your local customs office. Based on the past experience, import taxes fall into two situations：First, in most countries, it did not involve any extra expense on the buyer side for similar small or low-cost items. Second, in some individual cases, buyers might need to pay some import taxes or customs charges even when their purchase is small. I appreciate for your understanding! Sincerely, John要點(diǎn)：讓客