跨境電商客戶服務(wù)英語 課件 Task 26 在線客戶服務(wù)即時(shí)聊天腳本2：聊天轉(zhuǎn)接、讓客戶等候、詢問客戶信息;Task 27 在線客戶服務(wù)即時(shí)聊天腳本3：主動(dòng)推銷、要求聯(lián)系方式、協(xié)同瀏覽或視頻協(xié)助

跨境電商客戶服務(wù)英語（第一版）目錄Contents第五章即時(shí)聊天腳本任務(wù)24即時(shí)聊天禮儀任務(wù)25即時(shí)聊天腳本1

任務(wù)28即時(shí)聊天腳本4任務(wù)29即時(shí)聊天腳本5任務(wù)27即時(shí)聊天腳本3任務(wù)26即時(shí)聊天腳本2

LiveChatScriptsforOnlineCustomerService2:TransferringChats,PuttingCustomeronHold,andAskingforAdditionalInformation在線客戶服務(wù)即時(shí)聊天腳本2：聊天轉(zhuǎn)接、讓客戶等候、詢問客戶信息內(nèi)容提要：1.聊天轉(zhuǎn)接腳本2.讓客戶等候的即時(shí)聊天腳本3.詢問客戶信息的即時(shí)聊天腳本【內(nèi)容提要】本任務(wù)重點(diǎn)介紹聊天轉(zhuǎn)接、讓客戶等候、詢問客戶信息三類聊天咨詢的重點(diǎn)以及腳本模板。知識(shí)目標(biāo)：理解該三類聊天咨詢的意義，掌握相關(guān)英語表達(dá)和句型。能力目標(biāo)：能夠根據(jù)具體即時(shí)咨詢的語境，選擇恰當(dāng)聊天模板，以及熟練靈活運(yùn)用已有模板。TransferringCustomerServiceChatsWithLiveChatScripts聊天轉(zhuǎn)接腳本閱讀

Thingscangetmessywhenyoudon’thavetheinformationacustomerneedsonhand.Gettingacustomertotherightrepresentativeiscrucial,butsoisgettingthemtherewithoutanyhiccups.Todothiswithoutcausingcustomers’frustrations,usethefollowingtransitionstosmoothlytransferacustomertotheappropriateteammember.I’msorryfortheconfusion,butthisdepartmentdoesn’thaveinformationonthattopic.1.1Customerservicescriptsforsuggestingtransfer

建議客戶聊天轉(zhuǎn)接腳本W(wǎng)oulditbealrightifItransferredyoutothecorrectdepartment?Iapologizeforthemiscommunication,butthisdepartmentisn’tequippedtohandlethatkindofinquiry.WoulditbealrightifItransferredyoutothecorrectdepartment?Basedontheinformationyou’veprovided,Ibelieve[Agent’sName]willbeabletobestmeetyourneeds.IsitokaywithyouifItransferyouto[Agent’sName]?Unfortunately,I’mafraidIdon’thavetheabilitytoaccommodateyourrequest.1.1Customerservicescriptsforsuggestingtransfer

建議客戶聊天轉(zhuǎn)接腳本However,[Agent’sName]specializesinthistypeofsituationandwouldbehappytospeakwithyou.IsitokaywithyouifItransferyouto[Agent’sName]?I’mreallysorrybutourdepartmentcan’thelpyouwiththat.WoulditbeokayifItransferredyoutomycolleagueswhocanhandlethatrequest?[Customer’sName],letmetransferyouto[Agent’sName],who’llbeabletoprovidethebestsolution.Iapologizeforthisinconveniencebutourdepartmentdoesnothavethattypeofinformation.Wouldyoumindustransferringyoutotherelevantdepartment?1.1Customerservicescriptsforsuggestingtransfer

建議客戶聊天轉(zhuǎn)接腳本Unfortunately,I’mnotequippedtohelpyouwiththatissuebutIcantransferyoutomycolleaguespecializedforhandlingthistypeofrequest.WouldyoulikethatPleaseholdonforonemomentwhileIconnectyouwiththerightperson.1.2Livechatscriptsusedwhentransferringcustomers

聊天轉(zhuǎn)接中腳本W(wǎng)ouldyoupleaseholdforamoment?I’mtransferringyoutotherightperson.I’mtransferringyourightnow;we’llbewithyouinjustamoment!Iapologize,but[Agent’sName]istheonewhowillbeabletobesthandleyourissue.PleaseholdonforonemomentwhileIconnectyouwiththerightperson.1.2Livechatscriptsusedwhentransferringcustomers

聊天轉(zhuǎn)接中腳本W(wǎng)ouldyoupleaseholdforamoment?I’mtransferringyoutotherightperson.I’mtransferringyourightnow;we’llbewithyouinjustamoment!Iapologize,but[Agent’sName]istheonewhowillbeabletobesthandleyourissue.PleaseholdforamomentwhileIcontacthim/her.1.2Livechatscriptsusedwhentransferringcustomers

聊天轉(zhuǎn)接中腳本Pleaseholdon,I’llconnectyouwith[Agent’sName]from[Department’sName]innotime.Sure,I’lltransferyouto[Agent’sName]inamoment.1.3

Livechatscriptstousewhencustomerswanttospeakwithanotheragent

當(dāng)客戶要求聊天轉(zhuǎn)接腳本CanIplaceyourcallonhold,[Agent’sName]willbewithyouinamoment?Yes,[Agent’sName]isavailableifyouwouldprefertospeakwiththemOfcourse,Icantransferyouto[Agent’sName]ifyouwouldprefer.PositiverepliesUnfortunately,[Agent’sName]isnotavailableatthemoment.CanIhelpyououtwithanythingtoday?1.3

Livechatscriptstousewhencustomerswanttospeakwithanotheragent

當(dāng)客戶要求聊天轉(zhuǎn)接腳本I’msorry,but[Agent’sName]iscurrentlyunavailable.Wouldyouliketoleavehim/heramessage?Negativereplies2.PuttingCustomeronHoldUsingLiveChatScriptExamples讓客戶等候的即時(shí)聊天腳本閱讀

Nobodylikesbeingonhold,period.Butasacustomersupportagent,youknowthattherearetimeswhenthisisunavoidable,andmakingsomeonewaitiscrucialtodeliveringaqualitysolution.Ifyouhavetoputyourcustomersonhold,you’dbetterletthemknowrespectfully.Youprobablywon’tmakethemfeelexcitedeitherway,butatleastyou’lltrytoreducetheirfrustrations.Handleyourcustomerrespectfullyandreassurethemthattheywon’tbeabandoned,andyou’llearntheirrespect.Isitokayformetoputyouonholdforjustamoment?2.1Convenientlivechatscriptstouseinthemiddleoftheconversation

在聊天過程中要求等候腳本W(wǎng)ouldyoumindmeputtingyouonholdforamoment?MayIputyourcallonholdwhileIcheckthisforyou?Itmaytakeusamomenttoreviewthatinformation,mayweputyouonhold?Ifyou’recomfortableholdingforjustamoment,we’llreviewyourinformationandhaveananswerforyoushortly.2.1Convenientlivechatscriptstouseinthemiddleoftheconversation

在聊天過程中要求等候腳本IsitalrightifIputyouonholduntilwehavethatinformationreviewed?Ifyoudon’tmindmeputtingyouonhold,I’llbewithyouwiththerequestedinformationinamoment.Weapologize,butallofouragentsarecurrentlyassistingothercustomers.Pleaseholdforthenextavailableagent.2.2Customerservicescripttemplatestouseinthequeue

客戶排隊(duì)中告知等待的腳本W(wǎng)e’resorry,butallofouragentsarechattingwithothercustomersatthemoment.Ifyoucanholdforacoupleminutes,we’llrespondassoonaswe’reable.Sorry,allofourcustomersupportagentsarebusyatthemoment.Pleaseholdforacoupleofminutesandwe’llbewithyou.Therearecurrently[Number]customersaheadofyouinline.Pleaseholdforthenextavailableagent.Weexpectthatanagentwillbeavailabletohelpyoushortly,therearecurrently[Number]customersinline.2.2Customerservicescripttemplatestouseinthequeue

客戶排隊(duì)中告知等待的腳本Anagentshouldbefreetoassistyouveryshortly(yourplaceinthequeueis[Number]).Oneofouragentswillbewithyoushortly.Youareinthequeue;thecurrentwaittimeis[Number]minute.Yourmessageisimportanttous,allofouragentsareassistingothercustomersatthemoment.Weexpectoneofthemtohandleyourrequestinapproximately[Number]Minutes.Thankyouverymuchforholding,andsorryaboutthatwait!2.3Livechatscriptstosaythanksforwaiting

感謝等候的腳本Thanksforholding!Wedoapologizeaboutthatwait,butwe’rereadytoassistyou.Wethankyouforholdingandapologizeforthewait.Sorryaboutthewaitandthankyouforholding.Weapologizeforkeepingyouwaiting.I’m[Agent’sName]andI’mreadytohelpyou.3.AskingforAdditionalInformationUsingLiveChatScriptExamples詢問客戶信息即時(shí)聊天腳本閱讀

Askingadditionalinformationmaymakeyourcustomersfeeluncomfortableasyou’regoingbeyondcollectingthebasicdetails.Additionalinformationmayjeopardizetheirprivacyandsecurityindifferentways,soyouneedtokeepthetonethatwillletthemknowtheycantrustyou.Thekeytoaskingforpersonalinformationistoestablishtrust.Handleyourinformationrequestsprofessionallywiththefollowingscripts,andcustomerswillknowthey’reingoodhands.Wouldyoumindusverifyingsomeofyourinformation?3.1Howtoaskforgeneralinformation?

詢問普通信息腳本MayIaskformoreinformationbeforewecontinue?Beforeweproceed,we’llneedtocollectsomeadditionalinfo,ifyoudon’tmind.Ifit’sokaywithyou,we’llneedtocollectalittlebitofadditionalinformationbeforeweproceed.Tomeetyourneeds,we’llneedtoverifysomeofyourinformation.MayIhaveyourcurrentbillingaddress?3.2Howtoaskforbillinginformationandsensitiveinformationverification?

詢問賬單等敏感信息的腳本wouldyoumindusverifyingsomeofyourinformation?CouldyouprovidemewithyourcreditcarddetailssothatIcanplaceyourorder?MayIpleasehaveyourfullcreditcardnumberwithitssecuritycodeandexpirationdateToprocessyourorder,I’llneedyourfull16-digitcreditcardnumber,expirationdate,andsecuritycode.Canyoupleasetellmeyourcurrentaccountzipcode?3.2Howtoaskforbillinginformationandsensitiveinformationverification?

詢問賬單等敏感信息的腳本Tohelpmeverifyyouridentity,Ineedyoutotypethephonenumberattachedtoyouraccountbeforeweproceed.Beforewestartlookingatyouraccountinformation,couldyoupleaseverifyyourbirthdateforme.Canyoupleaseverifyyourlocation/addressbeforeweproceedtocheckwhereyourorderispending?3.3Howtoaskforaddress/locationverification?

詢問地址和確認(rèn)所在位置的腳本W(wǎng)oulditbepossibleforyoutoshareyourbillingaddress?Tohelpmetrackyourorderinstantly,pleaseprovidemeyourcurrentbillinglocation.MayIhavetheaccountnumberlistedonyourbill?3.4Howtoaskforaccountnumber/dateofbirth/lastfourofSSN?

詢問銀行賬號、出生日期、最后四位SSN號的腳本Canyoupleaseshareyouraccountnumberlistedonthebill?Ifyougivemeyouraccountnumber,Icanlookupyourinformation.Pleaseverifyyourdateofbirthforustotrackyouraccountinformationfaster.Ifyouwouldverifyyourdateofbirthforme,wecanbeginlookingatyouraccountinformation.3.4Howtoaskforaccountnumber/dateofbirth/lastfourofSSN?

詢問銀行賬號、出生日期、最后四位SSN號的腳本Toproceedwiththeaccountvericationprocess,I’llneedeitheryourdateofbirthorlastfordigitsofyouraccountnumber.I’llneedeitheryourdateofbirthorthelastfourdigitsofyouraccountnumbertoProceed.Words&Expressionstransferv.轉(zhuǎn)接additionalinformation 附加信息representativen. 代表withoutanyhiccups 沒有任何耽擱frustrationn.懊惱；沮喪；挫敗transitionn.轉(zhuǎn)變miscommunicationn.溝通不暢；溝通失敗accommodatev.滿足（請求、需求等）unavoidableadj.不可避免的Words&Expressionsprivacyn. 隱私securityn. 安全性keepthetone 保持語氣verifyv. 驗(yàn)證digitn.位數(shù)Jargonsputcustomeronhold 讓客戶等待positivereply

肯定的答復(fù)A.UnderstandMainIdeasAFTERYOUREAD1.Whenpreparinglivechatscriptsforputtingcustomersonhold,whatsituationsdoyouneedtothinkof?2.Whatadditionalinformationofyourcustomerscouldyouaskfor?SuggestedAnswersQ1:1.Inthemiddleoftheconversationwithyourcustomers2.Customersareinthequeue.3.SaythankstoyourcustomerforwaitingSuggestedAnswersQ2:1.generalinformation2.sensitiveinformationlikebillinginformation3.address/locationinformation4.accountnumber,dateofbirth,lastfourofSSNB.UnderstandDetailsAFTERYOUREAD1.“Gettingacustomertotherightrepresentativeiscrucial,butsoisgettingthemtherewithoutanyhiccups.”Choosethebestexplaintothewordinitalics.A.temporarydifficultiesB.temporarytroublesC.temporarydelaysD.temporarymeasures2.“Iapologizeforthisinconveniencebutourdepartmentdoesnothavethattypeofinformation.Wouldyoumindustransferringyoutotherelevantdepartment?”Whensendingthissentence,whatcustomerserviceareyouofferingatthetime？A.suggestingtransferB.transferringcustomersC.holdingoncustomersD.alltheabove3.Ifyouhavetoputyourcustomersonhold,you’llatleasttrytoreducetheir__________.A.angerB.anxietyC.rageD.frustrations4.“Additionalinformationmayjeopardizetheirprivacyandsecurityindifferentways,soyouneedtokeepthetonethatwillletthemknowtheycantrustyou.”Chooseasynonymfromthefollowingtothewordinitalics.A.digB.exploreC.endangerD.influence5.What’sthekeytoaskforpersonalinformation?A.buildingrapportB.establishingtrustC.havingmutualbenefitsD.establishingrelationshipC.BuildYourVocabularyAFTERYOUREADFillouttheblanketswiththewordsandphrasesbelow.jeopardizeingoodhandsmessyunavoidableprivacyandsecuritywithoutanyhiccupskeepthetone1.Thingscanget______whenyoudon’thavetheinformationacustomerneedsonhand.Gettingacustomertotherightrepresentativeiscrucial,butsoisgettingthemthere__________________.2.Nobodylikesbeingonhold,period.Butasacustomersupportagent,youknowthattherearetimeswhenthisis____________,andmakingsomeonewaitiscrucialtodeliveringaqualitysolution.3.Additionalinformationmay____________their_______________indifferentways,soyouneedto____________thatwillletthemknowtheycantrustyou.4.Thekeytoaskingforpersonalinformationistoestablishtrust.Handleyourinformationrequestsprofessionallywiththefollowingscripts,andcustomerswillknowthey’re____________.messywithoutanyhiccups.unavoidableprivacyandsecurityingoodhands.keepthetone

jeopardizeD.BuildYourSentenceAFTERYOUREADPutthefollowingsentencesintoEnglish.當(dāng)你手頭沒有客戶需要的信息時(shí)，事情就可能變得不妙了。(getmessy)很抱歉此次溝通不順利，但本部門的確沒有能力處理該類咨詢。我把您轉(zhuǎn)接到正確的部門可以嗎？(beequippedtohandle）我現(xiàn)在正在給您轉(zhuǎn)接，請稍后。(holdon)D.BuildYourSentenceAFTERYOUREAD4.作為一個(gè)客戶人員，你明白讓客戶等待總是不可避免，但為了能提供有品質(zhì)的服務(wù)，讓他們等待又至關(guān)重要。(unavoidable)5.為了處理您的訂單，我需要您的16位信用卡號碼、到期日、安全碼。(securitycode)SuggestedAnswer:1.Thingscangetmessywhenyoudon’thavetheinformationacustomerneedsonhand.2.Iapologizeforthemiscommunication,butthisdepartmentisn’tequippedtohandlethatkindofinquiry.Wouldit

bealrightifItransferredyoutothecorrectdepartment?3.PleaseholdonforonemomentwhileIconnectyouwiththerightperson.4.Asacustomersupportagent,youknowthattherearetimeswhenthisisunavoidable,andmakingsomeonewaitis

crucialtodeliveringaqualitysolution.5.Toprocessyourorder,I’llneedyourfull16-digitcreditcardnumber,expirationdate,andsecuritycode.

跨境電商客戶服務(wù)英語（第一版）目錄Contents第五章即時(shí)聊天腳本任務(wù)24即時(shí)聊天禮儀任務(wù)25即時(shí)聊天腳本1

任務(wù)28即時(shí)聊天腳本4任務(wù)29即時(shí)聊天腳本5任務(wù)27即時(shí)聊天腳本3任務(wù)26即時(shí)聊天腳本2

LiveChatScriptsforOnlineCustomerService3:ProactiveSalesChat,AskforContactDetailsandAssistancebyCo-BrowsingorVideoChat內(nèi)容提要1.

ProactiveSalesChatWithLiveChatScripts主動(dòng)推銷的即時(shí)聊天腳本2.LiveChatSalesScriptsforSalesFollow-UpChatSessions銷售后續(xù)咨詢的即時(shí)聊天腳本3.RequestforLiveAssistancebyCo-BrowsingorVideoChat要求通過協(xié)同瀏覽或視頻交談的實(shí)時(shí)協(xié)助【內(nèi)容提要】本任務(wù)重點(diǎn)介紹主動(dòng)推銷、要求聯(lián)系方式、協(xié)同瀏覽或視頻協(xié)助幾類聊天咨詢的重點(diǎn)以及腳本模板。知識(shí)目標(biāo)：理解上述幾類聊天咨詢的意義，掌握相關(guān)英語表達(dá)和句型。能力目標(biāo)：能夠根據(jù)具體即時(shí)咨詢的語境，選擇恰當(dāng)聊天模板，以及熟練靈活運(yùn)用已有模板。ScriptsProactivesalesFollow-upchatsessionsLiveassistance1.ProactiveSalesChatWithLiveChatScripts主動(dòng)推銷的即時(shí)聊天腳本Tohaveaproactiveapproachdoesn’tonlymeantosay,“Hi”first.Likeasalesassociateinadepartmentstore,youwanttostrikeabalancebetweenhelpfulnessandrespect.Reachingouttoacustomerproactivelyisaboutchoosingtherightwords,whichwillmakeapositiveimpressiononyourwebsitevisitorsandmakethemwanttoengagewithyou.Whetheryou’reofferinggeneralassistanceorpointingtheminthedirectionofspecificsales,youwanttobringthemostvaluetotheforefrontofyourservice.Trythefollowinglineswhenhelpingvisitorsdowntheroadtobecomingloyalcustomers.Proactivesales

(主動(dòng)銷售)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提供選擇建議的腳本

Doyouwantustotellyoumoreaboutourbestoffers?Iunderstand,somanyoptionscanbeconfusing.MayIprovideassistanceinhelpingyoudecide?Weknowthatourwebsiteoffersalotofchoices.Canwehelpyoumaketherightdecision?Weknowthatmakingachoiceherecanbedifficult.Wecanreviewyouroptionsagainifyou’dlike!Ifyouneedanyhelpchoosingtherightoptionforyou,don’thesitatetocontactus.1.1Usefulcustomerservicescriptsforreviewingoptions提供選擇建議的腳本Ifyoutellusabitmoreaboutwhatyou’relookingfor,we’llgladlyhelpyouout.Ifyou’dliketowait,wecansaveyourinformationandgiveyousometimetothinkaboutit.Excellentchoice!We’recondentthatyou’llbesatised.Verygoodchoice.We’recondentthatyou’llbehappywiththatoption.1.2Recognizingwhenacustomerneedshelp意識(shí)到客戶需要選品幫助時(shí)的腳本Hithere,doyouneedsomehelpfindingwhatyouneed?Itlookslikeyou’revisitingquiteafewpages!Canwehelpyoufindanything?Lookingforsomething?Letusknowifwecanhelpyoufindanything.It’sbeenawhilesinceyou’vecontactedus!Feelfreetoletusknowifyouneedanyhelp.1.2Recognizingwhenacustomerneedshelp意識(shí)到客戶需要選品幫助時(shí)的腳本It’sbeenawhilesinceyou’vereviewedyourshoppingcart,areyoureadytocheck-out,orcanwehelpyoufindsomethingelse?Itseemslikeyoureviewedyourshoppingcartawhileago.Doyouwanttocheck-out,ordoyouneedhelpfindingsomethingelse?1.3

Unresponsivecustomer客戶沒有響應(yīng)時(shí)的腳本Stillthere?It’sbeenawhilesinceyourlastmessage.Doyouwanttocontinuechatting?Hello!Itlookslikeyou’vebeeninactiveforawhile.Canwehelpyoufindsomething?Heythere!You’vebeeninactiveforawhile.Isthereanythingwecandotohelpyouout?Heythere!Itseemslikeyou’vebeeninactiveforafewminutes.Didyouneedhelpnavigatingoursite?1.3

Unresponsivecustomer客戶沒有響應(yīng)時(shí)的腳本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告知打折與促銷活動(dòng)的腳本Activepromotions現(xiàn)行促銷Hi,wejustwantedtoletyouknowthatwe’reofferingadiscounton[ProductName].Letusknowifyou’reinterestedinthisdeal!Itlookslikeyou’reabouttocheckout.Beforeyoudoit,checkoutthislimited-timedeal!Beforecheck-out,youshouldknowthatwe’recurrentlyoffering[Promotion].Wouldyouliketotakeadvantageofthislimited-timeoffer?1.4

Communicatingsalesandpromotions告知打折與促銷活動(dòng)的腳本Activepromotions現(xiàn)行促銷Hey,didyouknowthat[ProductName]isonsaleatthemoment?Checkoutthisofferifyouwanttosaveafewdollars.Hey,wejustwantedtoletyouknowthat[Promotion]isonsalerightnow,ifyoufeltlikesavingafewdollarstoday.Hello!Beforeyoubeginshopping,wewantedtoletyouknowthat[Promotion]iscurrentlygoingonthroughtheendofthemonth.Hello!Rightnowwe’reofferingadiscounton[Promotion]ifyou’reinterestedintakingadvantageofthatdeal.Inactivepromotions促銷過期We’resorry,thisofferisnolongeractive.Ifyouwanttochecksomeotherawesomepromotions,checkthisout[LinktoPromotion].Unfortunately,thetimelimitonthatofferhasexpired.Doyouwanttocheckoutsomeothergreatpromotionswe’vepreparedforyou?Wedoapologize,butthetimelimitonthatpromotionhasexpired.Thedealswe’recurrentlyofferinginclude[Promotion].Inactivepromotions促銷過期Sorry,thatproductisoutofstock,butIcansuggestotherattractivespecialsavailableatthismoment.We’resorry,butthatdealisnolongeravailable.Ifyou’dlike,Icanlisttheotherspecialswecurrentlyhaveavailable.1.5

Livechatscriptstousetoofferitemsfrequentlypurchasedtogether告知客戶選品搭配的腳本You’vejustpurchased[Product1Name].It’saperfectchoice!Wouldyouliketocomplementitwith[Product2Name]?Itlookslikeyou’repurchasing[Product1Name]!Couldweinterestyouin[Product2Name]aswell?Theycomplementeachothernicely.Ifyou’repurchasing[Product1Name],we’dsuggestyoualsocheckout[Product2Name].1.5

Livechatscriptstousetoofferitemsfrequentlypurchasedtogether告知客戶選品搭配的腳本Manycustomerswhohavebought[Product1Name]havealsobought[Product2Name].Doyouwanttocheckitout?Sinceyou’repurchasing[Product1Name],we’drecommend[Product2Name]aswell.Customersinthepasthavefoundthatpurchasingtheseitemstogethermadetheirliveseasier.1.6

Presentingthepurchasingwithlivechatscript告知目前客戶購買情況的腳本Atthismoment,you’vegot[Number]itemsinyourcartandyourbalanceis[Total].Areyoudoneshopping?Thecurrenttotaloftheitemsinyourcartis[Total].Asofrightnow,yourcurrentbalanceis[Total].1.6

Presentingthepurchasingwithlivechatscript告知目前客戶購買情況的腳本Greatnews!Sinceyourcartvalueisover[Number],you’vegotaspecialdiscount.Goodnews!Yourorderisover[Amount],meaningthatyouqualifyforourspecial[Discount]offofyourorder.Goodnews!Sinceyourorderisover[Amount],youqualifyforfreeshipping.Awesomenews!Yourorderis[Total],whichqualifiesyouforfreeshipping!Ifyou’dliketohearaboutallofyourshippingoptions,wecanlistthemforyou.1.7Presentingtheshippingoptionswithlivechatscript告知快遞公司選擇的腳本Theshipmentoptionsyoucanchoosefromare[Option1],[Option2]...Weofferseveraloptionsforshippingincludinge-packet,USPS,FedEx,andothers.Ourshippeditemsusuallytake[theNumberofDays]tobereceived.1.7Presentingtheshippingoptionswithlivechatscript告知快遞公司選擇的腳本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銷售后續(xù)咨詢的即時(shí)聊天腳本Tomakesureyou’reprovidinganimpeccablepurchaseexperiencetoyourvisitors,youshouldtrytostayintouchwiththemduringtheentirepurchaseprocess.However,youshoulddoitunobtrusively.Tomanagethissuccessfully,youmaywanttorelyonscriptslistedbelow.5.“Tomakesureyou’reprovidinganimpeccablepurchaseexperiencetoyourvisitors,youshouldtrytostayintouchwiththemduringtheentirepurchaseprocess.However,youshoulddoitunobtrusively.”Chooseasynonymfromthefollowingtothewordinitalics.A.smoothlyB.carefullyC.cautiouslyD.unconstructivelyKey:A2.1Livechatscriptsthathelpaskforcontactdetails

要求提供聯(lián)系方式的腳本Hi.Wouldyoumindsharingyourcontactdetailswithme,sothatwecancontinuetheprocess?Hello,[Customer’sName].Tobeabletoupdatetheprocessfurther,I’llneedyourphonenumberore-mailaddress.contactdetails

聯(lián)系方式2.2

Offeringinformationonyourproductsorservicesusinglivechatscripts提供產(chǎn)品/服務(wù)信息的腳本Ifyou’reinterestedingettingtoknowmoreaboutthedescriptionabout[ProductName],justletmeknow.I’llhappilydetailyourightaway.Hello,doyouneedsomehelpunderstandingtheinstallationof[ProductName]?Notsurehowtomakebestuseofourproduct?Letusknowifyouneedanyadditionalexplanations.2.3

Askingvisitorswhattheyaresearchingforonyourstore在商店中詢問客戶需要尋找什么產(chǎn)品的腳本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要求通過協(xié)同瀏覽或視頻交談的實(shí)時(shí)協(xié)助Whileitmayseemlike