跨境電商客戶服務(wù)英語 課件 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）張康

徐俊凌/編著目錄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Whileitmayseemlikejeopardizingthecustomer’sprivatespace,sometimes,agents’interventionsrequireliveassistanceandco-browsingindifferentforms.Here’showyoushouldapproachthemtomakethemtrustyou.3.1ScriptsforRequestforliveassistancebyco-browsing要求通過協(xié)同瀏覽進(jìn)行協(xié)助的腳本Itseemslikewe’llneedtousescreensharingtohelpyououtwiththisissue.Wouldyoumindifweremotelyaccessedyourbrowsernow?Seemsliketheinfoyouprovidedcan’thelpusfixthisissue.Isitokayforustoseeyourscreentobeabletoproceed?Itwouldhelpusalottomanagethisrequestifyou’dbewillingtoshareyourscreenwithus.Couldyoudoitrightnow?3.2Scriptsforrequestforliveassistancebyvideochat要求通過視頻交談進(jìn)行協(xié)助的腳本W(wǎng)illyoubecomfortabletodiscusstheissueviaavideochat?Isitokayforyoutohaveaconversationthroughvideochat?Itwillallowmetounderstandexactlywhichpartoftheproductgotdamaged.C.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.remotelyassessed,specificsales,proactively,forefrontofyourservice,entire,co-browsing,browser,liveassistance,purchaseexperience,engagewithyou1.Reachingouttoacustomerproactivelyisaboutchoosingtherightwords,whichwillmakeapositiveimpressiononyourwebsitevisitorsandmakethemwanttoengagewithyou.2.Whetheryou’reofferinggeneralassistanceorpointingtheminthedirectionofspec