《跨境電商客戶關系管理》課件-售中客服業(yè)務范圍 學習處理交易問題咨詢回復

學習處理交易問題咨詢回復跨境電商客戶關系管理情景描述任務導入知識點講解總結任務操作目錄李曉在企業(yè)郵箱收到一封郵件。情景描述郵件的主要內容是客戶對的咨詢。學習售前跨境客服的技巧。小組討論：跨境客服是和顧客直接接觸的崗位，跨境客服需要掌握哪些交易回復問題呢？任務導入任務操作跨境客服應該掌握以下交易回復問題：一、針對大額訂單，一般詢盤的回復二、針對大額訂單，具體詢盤的回復三、針對大額訂單的報價四、針對買家砍價的回復五、針對猶豫不決的客戶回復技巧知識點講解知識點講解Dear

XXX,ThankyouforyourinquiryofJune16,

2019.Wehavetheseitemsinstocknow,asyouknow,ourproductsaresuperiorinqualityandreasonableinprice.Asweareinthepromotionsales,weoffera3%discountforbulkpurchase.Ifyouwouldliketohavemoreinformation,pleasedonothesitatetocontactus.Wearelookingforwardtoyourearlyreply.Best

wishes,XXX知識點講解知識點講解Dear

XXX,ThankyouforyourinquiryofJune16,2019andwearepleasedtomakethefollowingquotationforthegoodsas

required.Commodity:Men’s

T-shirtItemNo.:

ZFE-1Qty.:

3000pcsSize:S,M,Land

XLColor:dark,grey,lightblue,andwhitePrice:atUSD4.2/pcCIFNewYorkShipment:inJuly1,

2019Payment:byirrevocableL/CatsightThisofferisvalidfor6days.Aswehavebeenreceivingarushofordersnow,wewouldadviseyouifyouareinterestedinit,pleaseletushaveyourreplyassoonas

possible.Yoursfaithfully,XXX知識點講解知識點講解DearMs.

Julie,Thisistoconfirmyourfaxof13,July2019,askingustomakeyouafirmofferforgreenbeenandsoybeanCFR

Singapore.Wefaxedyouthismorningofferingyou400metrictonsof1classgreenbeanat$2000permetrictonCFRSingapore,forshipmentinOct.2019,subjecttoyourreplybeforeSet.20,2019.Pleasenotethatwehavequotedourmostfavorablepriceandareunabletoentertainanycounteroffer.Astosoybeans,wewouldliketoadviseyouthatthefewlotswehaveatpresentareunderofferelsewhere.If,however,youweretomakeusasuitableoffer,thereisapossibilityofoursupplyingthem.Asyouknow,ithasbeenagreatdemandforthesecommoditiesandthishasresultedinincreasedprices.Youmay,however,takeadvantageofthestrengtheningmarketifyousendanimmediately

reply.Yoursfaithfully,XXX知識點講解知識點講解Dear

Jeffery,Thankyouforyourinterestsinour

goods.Sorrythatwecan’tofferyouatyourprice.Webelieveourpriceisquitecompetitive,itisimpossiblethatanyothersupplierscanquoteaslowasoursiftheirproductsareasgoodasoursinquality.However,we’dliketoofferyousomediscountsonbulkpurchases.Ifyourorderismorethan500pieces,wewillgiveyouadiscountof3%

off.Pleaseletmeknowforanyfurtherquestions.Thanks.Best

wishes,XXX知識點講解知識點講解Dear

friend,Thankyouforyourpatronage,asyoucansee,therearealotofpromotionsinourstore.Ifthevalueofgoodsyoupurchasedreachest