《跨境電子商務(wù)客服與溝通》 課件 第3章 售前客服與溝通

跨境電子商務(wù)客服與溝通單擊此處添加正文，文字是您思想的提煉，請盡量言簡意賅的闡述觀點。3.1售前溝通之準備工作3.2售前溝通之文案打造3.3售前咨詢的響應(yīng)與處理3.4人跨境電商主流平臺售前客服與溝通案例分析3:1第3章售前客服與溝通學(xué)習(xí)目標1.了解售前客服的工作職責和業(yè)務(wù)范圍2.學(xué)習(xí)售前溝通中的文案編寫3.學(xué)會處理售前咨詢中的常見問題4.掌握與客戶進行售前溝通的技巧重點及難點售前客服的工作職責和業(yè)務(wù)范圍售前溝通的技巧思維導(dǎo)圖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!售前客服在客戶未接觸產(chǎn)品或者對產(chǎn)品不太了解的情況下需要開展一系列提升客戶購買欲望的服務(wù)工作。那么，開發(fā)新客戶和向老客戶推薦新產(chǎn)品的時候分別應(yīng)該如何把握溝通重點和技巧呢？辯證與思考Q:Hello,Iwanttoorder×××piecesforthisitem,howabouttheprice?A:Dearbuyer,Thanksforyourinquiry.Wecherishthischanceverymuchtodobusinesswithyou.Theorderofasinglesampleproductcosts$×××withshippingfeesincluded.Ifyouorder×××piecesinoneorder,wecanofferyouthebulkpriceof$×××/piecewithfreeshipping.Ilookforwardtoyourreply.Regards!(Yourname)（1）關(guān)于詢價當有客戶詢價時，售前客戶服務(wù)人員在回復(fù)內(nèi)容中要感謝對方的詢問，表達出想與對方建立業(yè)務(wù)往來的希望，告知對方訂單的達成條件并報價。Q:Hello,seller,IwearUSsize8,couldyougivemesomeadviceonwhichsizeIshouldbuyfromyou?A:Hello,dearcustomer,sizeMofthisdresswillfityouprettywell.Pleasefeelfreetocontactusifyouhaveanyotherquestions.Thanks!（2）關(guān)于商品細節(jié)售前客戶服務(wù)人員與客戶的對話內(nèi)容大部分是圍繞商品本身進行的，所以在溝通交流的過程中，客戶很可能會問及關(guān)于商品的專業(yè)問題。一個清晰明了的產(chǎn)品描述意味著能夠讓客戶快速獲取所需要的信息，并且沒有多余的疑問。售前客戶服務(wù)人員熟悉產(chǎn)品知識是與客戶交流談判的基礎(chǔ)，售前客戶服務(wù)人員對商品細節(jié)問題越熟悉，客戶對售前客戶服務(wù)人員的信賴度就越高。Dearfriend,Thanksforyourletter!Wetooksomephotosandmadeanillustrationforyoutoshowhowtoassemblethisproduct.Pleaselookattheillustrationintheattachment.Ifyouhaveanyfurtherquestion,pleasefeelfreetocontactusagain.Yourssincerely,(Yourname)（2）關(guān)于商品細節(jié)在回答客戶關(guān)于商品的咨詢時，售前客戶服務(wù)人員也可以預(yù)先制作簡明清晰的流程說明圖示，這樣需要撰寫的文字部分就可以變得非常簡單。雖然制作圖示會花費一些時間，但是以后應(yīng)對很多類似的提問時，售前客戶服務(wù)人員都可以使用已經(jīng)做好的圖示進行方便快捷的解答。Q:Doyouacceptcheckorbanktransfer?IdonothaveaPayPalaccount.A:Thankyouforyourinquiry.Forthesakeofsimplifyingtheprocess,IsuggestthatyoupaythroughPayPal.Asyouknow,italwaystakesatleast2—3monthstoclearaninternationalchecksothatthedealingandshippingtimewilltaketoomuchtime.PayPalisafaster,easierandsaferpaymentmethod.Itiswidelyusedinonlineinternationalbusiness.EvenifyoudonotwanttoregisteraPayPalaccount,youcanstilluseyourcreditcardtogothroughcheckoutprocesswithoutanyextrasteps.Hopemyanswerishelpfultoyou.Yourssincerely,(Yourname)（3）關(guān)于支付方式一般來說，針對沒有PayPal賬號的客戶關(guān)于支付方式的咨詢，客戶服務(wù)人員可以參考下面的例子回復(fù)問題，并推薦客戶使用PayPal進行付款。Dearbuyer,Thankyouforthemessage.Pleasenotethatthereareonly3dayslefttoget10%offbymakingpaymentswithEscrow(Creditcard,Visa,MasterCard,MoneybookersorWesternUnion).Pleasemakethepaymentassoonaspossible.Iwillalsosendyouanadditionalgifttoshowourappreciation.Pleaseletmeknowanyfurtherquestions.Thanks.Bestregards,(Yourname)（3）關(guān)于支付方式如果客戶選擇第三方支付方式（Escrow），也可以參考如下郵件提醒客戶折扣快結(jié)束了。Dearbuyer,Ifyouwouldliketoplaceoneorderformanyitems,pleasefirstclick“addtocart”,then“buynow”,andcheckyouraddressandorderdetailscarefullybeforeclicking“submit”,Afterthat,pleaseinformme,andIwillcutdownthepriceto$××.Youcanrefreshthepagetocontinueyourpayment.Thankyou.Ifyouhaveanyfurtherquestions,pleasefeelfreetocontactme.Bestregards,(Yourname)（3）關(guān)于支付方式當客戶購買多件商品時，客戶服務(wù)人員可以在郵件中告訴客戶關(guān)于修改價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）關(guān)于運費當客戶一次性購買多件商品時，可能會提出合并運費的要求。這個時候，客戶服務(wù)人員可以通過修改并發(fā)送發(fā)貨單（invoice）的形式，對客戶購買的多件商品只收取一次運費。在發(fā)貨單發(fā)送成功后，可及時告知客戶運費已合并，讓客戶直接通過電子發(fā)票進行支付。Q:ArethereanyimporttaxesorcustomschargesthatIneedtobeawareofifIpurchasethisandhaveitshippedtoLouisianaintheUnitedStates?A:Dearbuyer,Thankyouforyourinquiry.Iamhappytocontactyou.Iunderstandthatyouareworriedaboutanypossibleextracostforthisitem.Basedonpastexperience,importtaxesfallsintotwosituations:Firstly,inmostregions,itdoesnotinvolveanyextraexpenseonthebuyersideforsimilarsmallorlow-costitems.Secondly,insomeindividualcases,buyermightpaysomeimporttaxesorcustomschargesevenwhentheirpurchaseissmall.Astospecificrates,pleaseconsultyourlocalcustomsoffice.Iappreciateforyourunderstanding!Sincerely,(Yourname)!（5）關(guān)于關(guān)稅關(guān)稅問題也是客戶在購物時必然會關(guān)注的。在下面例子里，客戶服務(wù)人員就客戶所擔心的稅費問題給予了耐心、細致的解答，明確告知客戶一般情況下購買小額的貨品不會產(chǎn)生額外費用，如遇特殊情況，需要向當?shù)睾ｊP(guān)部門咨詢。Hello,mydearfriend.Thankyouforyourvisitingtomystore.Youcanfindtheproductsyouneedinmystore.Ifthereisnothingyouneed,youcantellus,andwecanhelpyoufindthesource.Pleasefeelfreetobuyanything!Thanksagain.初次問候當客戶光顧你的店鋪并詢問產(chǎn)品信息時，售前客戶服務(wù)人員與客戶初次打招呼要親切、自然，并表示出你的熱情，盡量在初步溝通時把產(chǎn)品情況介紹清楚。Dearbuyer,Thankyouforyourinquiry.Yes,wehavethisiteminstock.Howmanydoyouwant?Rightnow,weonlyhave×lotsofthe×colorleft.Sinceitisverypopular,theproducthasahighriskofsellingoutsoon.Pleaseplaceorderassoonaspossible.Thankyou!Bestregards,(Yourname)催促下單在客戶瀏覽產(chǎn)品還沒有下單時，售前客戶服務(wù)人員可以用禮貌、婉轉(zhuǎn)的方式表示庫存不多，以此來催促客戶盡快下單。Dearbuyer,Wearesorrytoinformyouthatthisitemisoutofstockatthemoment.Wewillcontactthefactorytoseewhentheywillbeavailableagain.Also,wewouldliketorecommendtoyousomeotheritemswhichareofthesamestyle.Wehopeyoulikethemaswell.Youcanclickthefollowinglinktocheckthemout(http://www.××××××).Pleaseletmeknowanyfurtherquestions.Thanks.Bestregards,(Yourname)斷貨提醒如果客戶咨詢的產(chǎn)品已經(jīng)斷貨（outofstock），售前客戶服務(wù)人員需要告訴客戶會及時向客戶發(fā)送到貨提醒，同時還可以向客戶推薦符合客戶需求的類似商品。Dearbuyer,Iamsorryforthedelayedresponseduetotheweekend.Yes,wehavethisiteminstock.Andtoshowourapologyforourdelayedresponse,wewillofferyou10%off.PleaseplaceyourorderbeforeFridaytoenjoythisdiscount.Thankyou!Pleaseletmeknowifyouhaveanyfurtherquestions.Thanks.Bestregards,(Yourname)回復(fù)不及時表示歉意如果和客戶的溝通過程歷時比較長，遇到周末導(dǎo)致回復(fù)不夠及時的情況下，售前客戶服務(wù)人員一定要先表示歉意，因為錯過了最佳24小時回復(fù)時間，所以可通過主動打折的方式贏取客戶。Q:Hello,Icangive100dollars.IsitOK?A:Thankyouforyourinterestinouritem.Wearesorryforthatwecan’tofferyouthatlowpriceyoubargained.Infactthepricelistedisveryreasonableandhasbeencarefullycalculated,andourprofitmarginisalreadyverylimited.However,we’dliketoofferyousomediscountifyoupurchasemorethan5piecesinoneorder，a×%discountwillbegiventoyou.Pleaseletmeknowifyouhaveanyfurtherquestions.Thanks!Yourssincerely,(Yourname)議價當客戶表現(xiàn)出購買意圖，并詢問價格和折扣問題的時候，售前客戶服務(wù)人員接著就要回應(yīng)客戶的議價要求。通常來說，賣家對于多件同類商品的銷售會給出一定的折扣。所以，如果有客戶提出了還價要求，售前客戶服務(wù)人員可以參考以下的例子來回復(fù)問題。Dearbuyer,Thankyouforyourinquiry.Iamsorrytoinformyouthatourstoreisnotabletoprovideshippingservicetoyourcountry/region.However,ifyouplantoshipyourorderstoothercountries/regions,pleaseletmeknow.Hopefullywecanaccommodatefutureorders.Iappreciateyourunderstanding!Sincerely,(Yourname)存在物流風險無法發(fā)貨如果由于物流風險，賣家無法向客戶所在的進口地發(fā)貨，售前客戶服務(wù)人員一定要向客戶致歉，并說明如果客戶愿意發(fā)貨至可銷售國家或地區(qū)，歡迎客戶繼續(xù)光顧。Dearbuyer,Thanksyouforyourinquiry.Iamhappy