跨境電商客戶服務(wù)英語 課件 Task 7 拒絕買家的折扣要求

跨境電商客戶服務(wù)英語（第一版）張康

徐俊凌/編著導(dǎo)論目錄Contents第一章售前服務(wù)電子商務(wù)客戶服務(wù)渠道與客服咨詢模板任務(wù)1產(chǎn)品描述要點、案例與模板任務(wù)7拒絕買家的折扣要求任務(wù)2歡迎詞、問候語類電郵的書寫任務(wù)3產(chǎn)品信息咨詢?nèi)蝿?wù)5如何書寫催促付款電郵任務(wù)6接受買家的折扣要求任務(wù)4

關(guān)于價格、折扣、促銷、付款方式、運費和關(guān)稅咨詢DeclineDiscountRequest

拒絕買家的折扣要求內(nèi)容提要1.如何禮貌回絕折扣要求2.拒絕折扣要求的電郵模板【內(nèi)容提要】本部分聚焦如何拒接買家的折扣要求，不僅介紹了如何溫柔“發(fā)好人卡”的策略，還提供了因各種理由而拒絕給予折扣的電郵/站內(nèi)信模板。本部分旨在討論如何在維護公司利益和買家自尊的前提下，全方位、多維度協(xié)助客服人員順利完成典型工作任務(wù)。知識目標：理解無法滿足折扣要求可能出現(xiàn)的情況，掌握如何

通過聆聽、備選方案、坦白能力極限和直白拒絕等手

段回絕折扣請求。能力目標：能夠精妙利用模版，書寫通用理由式回絕、價格政策

式回絕、產(chǎn)品附加值式回絕、折扣到期式回絕、免運

費式回絕。導(dǎo)入

Nomatterwhoyourcustomersare,chancesaretheyloveagooddiscount.Accordingtoindependentmarketingresearchfirm,theA.C.NielsonCo.,95%ofallshopperslikecoupons,and60%activelylookforcoupons.Ingeneral,it’sgoodtofacilitateyourcustomers’useofcoupons.Evenso,youcan’talwayscomplywiththediscountthatyourcustomerisaskingfor.Exerciseyourrighttosaynotoacustomerwhenthesesituationstakeplace:Yourcustomerasksforadiscountthatdoesnotexist.Yourcustomerasksifyoucangetthema“better”discount.Yourcustomerasksforfreemerchandise.Yourcustomeraskstouseacouponthatisinactiveorexpired.Yourcustomeraskstouseacouponthatisfromathird-partywebsite.Howtodeclinediscountrequestpolitely

如何禮貌回絕折扣要求Whenyourcustomersaskforadiscountthatyoujustcan’tgivethem,trykeepingyour“no”aspositiveandashelpfulasyoucan,youwillrenewcustomerconfidence,andkeepthemcomingback.Herecomesometipsforthereply:閱讀

1.1Genuinelylistentoyourcustomer’srequest

認真聽取客戶的要求Firstoff,hearyourcustomerout.Hearinghimoutletsyourcustomerknowhe’svaluedandimportant.Bylisten,itmeansyoushouldtakedownhisrequest,assesshisrequirement,theurgencyandtheimportance.Onceyou’veheardyourcustomeroutandevaluatedthatyoucannottaketheupthepricereduction,thenproceedtotackletherequestwithalternativeswhichistacticno.2.1.2Tryanalternative嘗試其它方案Insteadofsayinganoutright“no”whichcouldseemrude,findawaytoturndownarequestinapositivemanner.Youcandothisbyaskingthecustomerorclientafewquestionslike:

·Whydoyouwanttodothis?

·Whatresolutionareyouexpecting?Askingquestionsliketheseconveytoyourcustomerthatyou’retryingyourbesttoworkthingsout.Surprisingly,sometimestheclientmaythinkheneedsonethingbutcouldactuallyneedsomethingelse.Inthemeantime,lookforalternativesolutionsinsteadofhisexactoutcome.Askyourselfwhatworkaroundyoucanfind.1.3Explainwhatyoucando告知你的力所能及Inotherwords,behonest.Now,yesyoudon’thavetoobligeeveryrequestyougetbutagain,insteadofa“no”,explaintoyourclient

why

youcan’ttakeuphisrequest.Explainingittohimletshimunderstandyou’veconsideredhisrequestbutunfortunately,can’tprovidetheexactoutcomethathe’sexpectingduetotimeorbandwidthconstraints.Explaininghelpsmaintainthe

rapportyouhavewiththecustomerwhilestillbeingrealisticaboutyourwork.1.4Makesureyourrejectionemailisclear

拒絕要明確直白Sometimesit’shardtoconveyagood-intentionedmessageonemailasemaildoesn’tcarrytone.Whilerejectingcustomerrequestsonemail,makesure:

·Youthankthecustomerforhisrequest

·Makesureyou’reclearaboutdecliningtherequest

·Mentionwhatyoucando

·ReaffirmyouranswerattheendWords&Expressionspositivityn.

積極性decencyn.

得體；彬彬有禮stuffn.

東西；物品automated

adj.

自動的；自動化的motivatev.

激勵；促使Jargonslong-termcustomer

長期客戶productrecommendation產(chǎn)品推薦newestoffering 最新發(fā)行(的產(chǎn)品)2.

Templatesfordecliningdiscountrequestemail/inboxmessage

拒絕折扣要求的電郵/站內(nèi)信模版寫作

Template#1:declineforgeneralreason模版一：通用型理由Hi[CustomerName],

It’sawesomethatyoushowinterestinour[Product]!Wecannotwaittohaveyouonboard.Asforyourdiscountrequest,I’msorrytosaythatwedon’tofferdiscounts.Webelievethatourserviceoffersmorevalueforyourmoneyanditwillbeunfairtoourothercustomersifwemakeanexception.LetmeknowifIcansendyouthecontract.Thanks,[YourRepresentativeName]

[YourCompanyName]Template#2:whenthepricepolicydoesn’tallow

模版二：由于價格政策的限制DearValuableCustomer,Thankyouforshowinginterestinourproducts.Asperyoure-mailon[RequestE-mailDate],youhaverequestedforanextradiscountonthepurchaseof[Product].Wevalueyousuggestionofanextradiscountonthepurchaseoftheseproducts,butweregrettointimateyouthatasperourpolicies,wearenotallowedtodiscounttheproductsabovetheonepresentonthewebsite.Weunderstandthatyouhavebeenaregularcustomerbutwearealsoboundbythepoliciesofourorganization.ThanksandRegards,[YourRepresentativeName][YourCompanyName]Template#2:whenthepricepolicydoesn’tallow

Template#3:declinebyemphasizingtheaddedvalues

模版三：通過強調(diào)產(chǎn)品的附加值方式來拒絕要求Dear[CustomerName]

Overthelast[X]years,[CompanyName]hasmanagedtokeepitspricescompetitivedespitetheever-risingcostsofrunningthisstore.Webelievethatevenintoday’s[Amazon/eBay/nameoftheplatform],weremainquitecompetitiveforwhatweoffertoourcustomers.Thoughoccasionallywereceiverequestssuchasyours,requestingareductioninourpricing,wemustmakeyouawarethatthereisoftenlittleornoroomatalltomovewithinthepriceswecharge.Weaskyoutokeepinmindthatourcompanyoffersmanyvalue-addedservicessuchas:(brieflydescribeaddedvalueservicesuchasuniquequality/design/featuresetc.)(brieflydescribeaddedvalueservicesuchasshippingpolicy)(brieflydescribeaddedvalueservicesuchasrefundpolicy)

Template#3:declinebyemphasizingtheaddedvaluesAsyoucansurmise,[CompanyName]incursadditionalcostsinordertobringtheseextrastoitsclients.Naturally,wemustbuildthosecostsintothepriceofourproduct.Whetherwelikeitornot,economicsdictatethepriceswecharge;sameasanyotherbusiness.So,inresponsetoyourrequesttoreducethe[product])price,weregrettoadviseyouthatweareunabletoaccommodateyouinthisway.Again,Imustreiteratethatourpricescurrentlyremainquitecompetitiveacrossthewhole[Amazon/eBay/nameoftheplatform].Theyareveryreasonablewhencomparedtoequivalentvalue-addedservices.Thankyouforyourunderstandinginthismatter,[Mr./Mrs./Ms.Name].Aswecontinuetoofferthehighestlevelofservice,welookforwardtoyourcontinuedpatronage.

Sincerelyyours,[YourRepresentativeName]

[YourCompanyName]

Template#4:whencouponisnolongervalid

模版四：因為折扣活動到期而拒絕要求Hi[CustomerName],

Thankyouforcontactingus!I’mverysorry,butwewillnotbeabletohonoryourdiscountrequest.Unfortunately,thecouponcodethatyouprovidedfor50%offoneitemisfromoverayearago,andisnolongeractiveinoursystem.Ourcouponsaretypicallyvalidfor30daysaftertheyareissued.Ifyouareeverunsureofwhetheracouponisvalid,youcancheckthedatesofvalidity,whichareprintedonthebottom.Ihaveattachedacurrentholidaycoupontothisemail–itisvalidfor30%offyourentirepurchasefromnowthroughthe30thofDecember.JustenterthecodeHOLIDAY30atthecheckout,orbringthecouponintooneofourlocations.Youcanfindfuturepromotionsonourwebsiteat[LINK],oryoucanjoinourmailinglistifyouwouldlikeustosendyouoffers.Pleaseletmeknowifyouwouldlikemetoaddyourinformationtoourlist.Bestregards,[YourRepresentativeName]

[YourCompanyName]Template#4:whencouponisnolongervalidTemplate#5:declinetherequestwhileofferingfreeshipping

模版五：通過免運費補償Hi[CustomerName],Weappreciateyourrequestandunderstandyourneedtosavealittlemoneyinthiseconomy.

Wedoaswell.

However,withtheagreementswithourclients,wecannotunder-cutthem.

Itwouldnotbefairtothemifwesoldforlessthantheypayforourproducts.

[CompanyName]doesitsbesttoofferthe[productname]atthebestpricepossible.

Ithastakenyearsofsacrificeandperseverancetoreachthispointwherewecanfinallysellourproductsattheseprices.

Wehopeyouunderstand.

Wecan,however,takecareoftheshipping,andhopeyouwouldbehappywiththislittlefavor.Sincerely,[YourRepresentativeName]

[YourCompanyName]Template#5:declinetherequestwhileofferingfreeshippingWords&Expressions1.shoppern.購物者;（商店的）顧客

2.couponn.優(yōu)惠券

3.facilitatev.促進;促使;使便利

4.complywith服從，遵從5.inactiveadj.失效的6.expiredadj.到期了的；(因到期而)失效的7.renewv.使繼續(xù)有效；延長…的期限

8.genuinelyadv.由衷地；真誠地；真正地；誠實地9.hearout聽…把話說完10.assessv.評估Words&Expressions11.urgencyn.緊迫；急迫；急事12.evaluatev.估計；評估；評價

13.proceedv.繼續(xù)做（或從事、進行）14.tacklev.應(yīng)付，處理，解決（難題或局面）15.alternativen.可供選擇的事物16.tacticn.策略;手段;招數(shù)17.outrightadj.直截了當?shù)?/p>

18.turn-downarequest拒絕請求19.resolutionn.（問題等的）解決，消除20.obligev.（根據(jù)需求或需要）幫忙，效勞Words&Expressions21.takeuparequest接受請求22.constraintn.限制；限定；約束23.good-intentionedadj.善意的24.reaffirmv.重申；再次確定25.makeanexception破例，例外26.representativen.代表27.asper按照；根據(jù)28.ever-risingadj.不斷上升的29.surmisev.推測;猜測30.incurv.帶來（成本，花費等）Words&Expressions31.reiteratev.反復(fù)地說;重申32.equivalentn.相等、相同的東西33.favorn.喜愛，偏愛1.independentmarketingresearchfirm

獨立營銷研究公司2.freemerchandise免費的商品3.third-partyn.第三方Jargons

7.regularcustomer老客戶8.addedvalues附加值9.value-addedservice增值服務(wù)10.shoppingpolicy購物政策11.refundpolicy退款政策12.patronage惠顧；光顧13.couponcode優(yōu)惠券碼14.mailinglist電郵名址錄；(計算機中存儲的)電郵發(fā)送清單15.price-focus價格焦點16.product-focus產(chǎn)品焦點17.freetrial免費試用

JargonsAFTERYOUREAD

練習(xí)

Howtodeclinediscountrequestpolitely?Answer:Genuinelylistentoyourcustomer’srequest.Tryanalternative.Explainwhatyoucando.Makesureyourrejectionemailisclear.

Whencustomertextsyouadiscountrequestandifyou’renotgoingtogivethemadiscount,whatcanyoudo?Answer:First,youneedtomakesurethey’requalifiedforyourproduct.Second,youneedtohelpthemmeasurethatvalue.Andthird,youneedtostandbyyourprice.練習(xí)

B．UnderstandDetails1.Accordingtoindependentmarketingresearchfirm,theA.C.NielsonCo.,whattypeofpromotiondoshopperslikebest?A.low-priceseckill（秒殺）B.freegiftsC.couponsD.paymentbyinstalments（分期付款）

練習(xí)

B．UnderstandDetails2.Inwhichofthefollowingsituationscanyourejectdiscountrequestpolitely?A.Yourcustomerasksforanextradiscount.B.Yourcustomeraskstouseanexpiredcoupon.C.Yourcustomerasksforfreemerchandise.D.Alltheabove.

練習(xí)

B．UnderstandDetails3.Whenyouhavetosaynotoacustomer,thebestpracticeistokeepitas______aspossible?A.indifferentB.directC.positiveD.outright

練習(xí)

B．UnderstandDetails4.Tryinganalternativesometimesseemstowork.Why?A.Clients’realneedscanbefoundandmet.B.Toencouragecustomers’comingbacknextpurchase.C.Clientsmayforgettheiroriginalrequestfordiscounts.D.Torebuildcustomers’confidenceinthedeal.

練習(xí)

B．UnderstandDetails5.Whatshouldyoudotomakesureyourrejectionemailisclear?A.Thankyourcustomerforhisrequest.B.Makesureyou’reclearaboutdecliningandmentionwhatyoucando.C.Reaffirmyouranswer---decliningtherequestattheend.D.Alltheabove.

C.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.rapport,inactive,expired,urgency,good-intentioned,complywith,evaluated

1.Youcan’talwayscomplywiththediscountthatyourcustomerisaskingfor.Exerciseyourrighttosaynotoacustomerwhenthesesituationstakeplace.

2.Yourcustomeraskstouseacouponthatisinactiveorexpired.

3.Bylisten,itmeansyoushouldtakedownhisrequest,assesshisrequirement,theurgencyandtheimportance.Onceyou’veheardyourcustomeroutandevaluatedthatyoucannottaketheupthepricereduction,thenproceedtotackletherequestwithalternativeswhichistacticno.2.

4.Explaininghelpsmaintaintherapportyouhavewiththecustomerwhilestillbeingrealisticaboutyourwork.

5.Sometimesit’shardtoconveyagood-intentionedmessageonemailasemaildoesn’tcarrytone.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.當客戶要求一個你無法接受的折扣時，盡可能積極且殷勤地回絕，這樣將恢復(fù)客戶的信心，并繼續(xù)關(guān)顧你的生意。(renewcustomerconfidence)Whenyourcustomersaskforadiscountthatyoujustcan’tgivethem,trykeepingyour“no”aspositiveandashelpfulasyoucan,youwillrenewcustomerconfidence,andkeepthemcomingback.

2.向客戶解釋原因，有助于維持你們的融洽關(guān)系，同時讓自己的工作切實可行。(maintaintherapport)Explaininghelpsmaintaintherapportyouhavewiththecustomerwhilestillbeingrealisticaboutyourwork.

3.我們相信我們的服務(wù)物超所值，如果我們給您破例，那么這是對其他客戶的不公平。（makeanexception）Webelievethatourserviceoffersmorevalueforyourmoneyanditwillbeunfairtoourothercustomersifwemakeanexception.

4.我們知道您是我們的常客，但我們受到組織條例的約束。(beboundby)Weunderstandthatyouhavebeenaregularcustomerbutwearealsoboundbythepoliciesofourorganization.

5.很不幸的是，您的五折優(yōu)惠碼是一年多前的，現(xiàn)在已在我們系統(tǒng)中失效。(couponcode)Unfortunately,thecouponcodethatyouprovidedfor50%offoneitemisfromoverayearago,andisnolongeractiveinoursystem.

E.Declinecustomer’sRequestforDiscount1.Declinetherequestwhenthepricepolicydoesn’tallowbasedontheinformationbelow.

Customer:NikkiRichesin;Product:Backpack;Company:Backcountry;Request:20%offdiscountrequestonAugust15,2020;Representativename:AshleighMcClary;JobTitle:ClientManager;Emailaddress:amcclary@

Telephone:1-800-409-4502Sample:DearNikkiRichesin,

Thankyou