《跨境電商客戶關(guān)系管理》課件-售前客服常見問題 跨境電商售前客戶服務(wù)案例分析

跨境電商售前客戶服務(wù)案例分析《跨境電商客戶關(guān)系管理》情景描述任務(wù)導(dǎo)入任務(wù)操作知識(shí)點(diǎn)講解總結(jié)目錄情景描述淄博敦煌網(wǎng)信息科技有限公司與德國的ABC.GLOBALTRADINGCOMPANY正在進(jìn)行跨境業(yè)務(wù)往來，李曉需要為團(tuán)隊(duì)精講跨境電商售前客戶服務(wù)案例，為團(tuán)隊(duì)成員更好地開展跨境電商售前客服奠定扎實(shí)的基礎(chǔ)。任務(wù)導(dǎo)入可以降價(jià)：告知買家店內(nèi)促銷信息不可以降價(jià)：向買家強(qiáng)調(diào)商品品質(zhì)，或向買家推薦價(jià)格較低的類似款詢問產(chǎn)品價(jià)格的回復(fù)DearX,

Thankyouforyourinterestsinmyitem.

Iamsorrybutwecan’tofferyouthatlowpriceyouaskedfor.Wefeelthatthepricelistedisreasonableandhasbeencarefullycalculatedandleavesmelimitedprofitalready.

一、詢問產(chǎn)品價(jià)格案例任務(wù)導(dǎo)入可以降價(jià)：告知買家店內(nèi)促銷信息不可以降價(jià)：向買家強(qiáng)調(diào)商品品質(zhì)，或向買家推薦價(jià)格較低的類似款However,we’dliketoofferyousomediscountsonbulkpurchases.IfyourorderismorethanXpieces,wewillgiveyouadiscountofxx%off.

Pleaseletmeknowforanyfurtherquestions.Thanks.

Sincerely,

(name)

除了以上產(chǎn)品問題外，買家一般還會(huì)咨詢哪些產(chǎn)品問題？一、詢問產(chǎn)品價(jià)格案例任務(wù)操作對(duì)任務(wù)導(dǎo)入問題進(jìn)行解答詢問產(chǎn)品尺寸的回復(fù)DearX,

Thankyouforyourinterestinouritem.Pleasechoosethesizeaccordingtoyourfeetlength.ThesizeyouselectisUSsize.Thelengthofsize9(fromheeltotoe)isabout9.84inches.I’dliketoadviseyoutochooseoneortwosizesifyourfeetarealargewiderorabithigher.Thankyouagain.Ifyouhaveanyquestions,pleasedonothesitatetocontactus.BestRegards,(name)

任務(wù)操作對(duì)任務(wù)導(dǎo)入問題進(jìn)行解答熟悉目標(biāo)國家的產(chǎn)品尺碼表盡量使用公制，如千克、米等提供具體參數(shù)，例如不要籠統(tǒng)地答復(fù)衣服是S、M、L碼等，而是提供衣長、袖長等具體參數(shù)知識(shí)點(diǎn)講解物流方式支持：回復(fù)客戶可以用該物流方式發(fā)貨，以及發(fā)貨時(shí)間和配送時(shí)間物流方式不支持：向客戶解釋為什么不能用該物流方式發(fā)貨，并提供替代的物流方式一、詢問物流方式案例知識(shí)點(diǎn)講解二、詢問物流方式的回復(fù)DearX,

Unfortunately,freeshippingforthisitemisunavailable;Iamsorryfortheconfusion.FreeShippingisonlyforpackagesweighinglessthan2kg,whichcanbeshippedviaChinaPostAirMail.However,theitemyouwouldliketopurchaseweighsmorethan2kg.知識(shí)點(diǎn)講解二、詢問物流方式的回復(fù)Youcaneitherchooseanotherexpresscarrier,suchasUPSorDHL(whichwillincludeshippingfees,butwhicharealsomuchfaster).Youcanplacetheordersseparately,makingsureeachorderweighslessthan2kg,totakeadvantageoffreeshipping.

Ifyouhaveanyfurtherquestions,pleasefeelfreetocontactme.

BestRegards,

(Yourname)

總結(jié)0