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跨境电商沟通礼仪
速卖通客服售前沟通礼仪
跨境电商沟通礼仪(情景七）
速卖通客服售后沟通礼仪
速卖通客服售中沟通礼仪
速卖通客服售前礼仪
知识目标与能力目标
买家咨询产品
买家要求折扣
面对批发客户
LOGO
速卖通客服售前礼仪
掌握答复客户咨询的基本
语言规范。
熟悉不同地区客户的消
费心理。
掌握回复客户询盘的技巧。
知识目标
了解店铺已上架产品的
基本属性。
速卖通客服售前礼仪
能够回答客户提出的有关
产品的相关知识。
学会通过分析客户的提问
了解客户的真实需求。
使客户享受到令人满意的
售前服务，尽可能地促使
客户下单。
能力目标
买家咨询产品
案例
西班牙客户Nicolas Seclen Hidalgo要购买compression socks，咨询价格。
Q：Beige means that is not white like in picture？Do you have discount if I order 3 different colors？
A：Hi Nicolas,Thanks for your inquiry.The color is like the picture in the page.Well, if you buy 3 different colors,we can offer you a 5% discount.Once we confirm your payment,we will ship out the items for you in time.Please feel free to contact us if you have any further questions.
Yours Sincerely
买家咨询产品
分析：
沟通要点及礼仪：
首先感谢对方的咨询。
重视对方的提问，及时解答对方的问题，根据顾客下单量为其争取相应的折扣。
表现出很满意回答对方提问的情感。
有礼貌地结束交流。
买家要求折扣
案例1
Dear buyer,
Thanks for your message.Well,if you buy both of the ×× items,we can offer you a ××% discount.Once we confirm your payment,we will ship out the items for you in time.
Please feel free to contact us if you have any further questions.
Thanks&Best regards!
买家要求折扣
分析：
沟通要点及礼仪：
首先感谢对方的留言。
告知对方折扣与数量的关系。
表现出很愿意解答对方的提问。
适当地运用祝福语。
买家要求折扣
案例2
Dear buyer,
Thank you for taking interests in our item , I’m afraid we can’t offer you that low price you bargained as the price we offer has been carefully calculated and our profit margin is already very limited.However,we can offer you a ××% discount if you purchase more than ××pieces in one order.If you have any further questions,please let me know.Thanks!
买家要求折扣
分析：
沟通要点及礼仪：
首先感谢对方对我们的产品的感兴趣。
告知对方我们报价的真实性，折扣与数量的关系。
表现出很愿意解答对方的提问。
适当表示感谢。
面对批发客户
案例
Q:Hi There,I am interested in these gloves.What type of packaging to they come with please
A:Hi friend,Thanks for your interests in our items,we package the gloves with bags,like this picture.
Q:Thank you for the quick response.Much appreciated.I am a sports accessories retailer and am looking to expand my product range.I am interested in these gloves as they look like good quality gloves.How much 100 pairs Please let me know.
Many Thanks!
面对批发客户
A:We cherish this chance to do business with you very much.The order of a single sample product costs＄15.98USD with shipping fees included.
If you order 100 pairs in one order,we can offer you the bulk price of 12.98USD/pair with free shipping via DHL,it’s estimated to arrive in 5-7 days in normal conditions,look forward to your reply.
Regards!
Great!I will place the order asap.Thank you.
面对批发客户
分析：
沟通要点及礼仪：
首先感谢对方对我们的产品感兴趣。
通过对方的报价判断客户的类型。
及时专业地解答客户提出的问题。
给予相当诱人的批发价格，促成合作。
速卖通客服售中礼仪
知识目标与能力目标
未付款订单
已付款订单
订单缺货
LOGO
速卖通客服售中礼仪
了解速卖通平台客户付款
的方式。
掌握产品的备货时间、物
流方式、预计到达时间。
掌握使用折扣的准确时
机。
知识目标
速卖通客服售中礼仪
能根据订单的进度进行适
当的跟进沟通。
能够有效运用沟通礼仪使
客户尽早付款。
针对缺货的订单，能够提
出相应的解决方案，并熟
练运用相关礼仪。
能力目标
未付款订单
案例：
Dear customer,
Thank you for your order.The item you selected is a high quality one with competitive price.You would like it.Instant payment can ensure arrangement to avoid short of stock.Thank you and awaiting your payment.
未付款订单
分析：
沟通要点及礼仪：
对客户的下单表示感谢。
认同客户的选择，让客户对自己的选择产生信心。
从客户的角度催促客户尽快支付。
已付款订单
案例：
Dear Valuable Customer,
Thank you for choosing our products.Your item will be arranged within 24-48 hours to get courier No.And it would take another two days to online for tracking.We would check the product quality and try our best to make sure you receive it in a satisfactory condition.Thanks for your purchase again and we will update courier No.to you soon.
已付款订单
分析：
沟通要点及礼仪：
对客户选择我们的产品表示感谢。
主动与客户沟通产品的质量、发货与物流信息，预估到达时间并告知买家，让买家有等待的心理准备。
积极跟进产品的物流信息，让客户感觉到对他的重视。
订单缺货
案例：
Dear Customer,
Thanks for your order.However,the product you selected has been out of stock.Would you consider whether the following similar ones are also ok for you.
××××××
If you don’t need any other item,please apply for cancel the order.And please choose the reason of”buyer ordered wrong product”.In such case, your payment will be returned in 7 business days.Sorry for trouble and thanks so much for your understanding.
订单缺货
分析：
沟通要点及礼仪：
对客户选择我们的产品表示感谢。
告知客户缺货的现状，并提出几种解决方案。
对造成的不便要诚恳地道歉，并尽可能取得客户的谅解。
速卖通客服售后礼仪
知识目标与能力目标
正常情况下，速卖通客服售后沟通技巧与礼仪
有争议情况下，速卖通客服售后沟通技巧与礼仪
LOGO
速卖通客服售后礼仪
了解客户未收到货的原因。
了解客户对订单不满意的
原因。
掌握影响货物运送时间的
因素。
知识目标
速卖通客服售后礼仪
能够及时告知客户发货信息，
并跟进货物的相关进程。
对已收到货物的客户定期推
相关的新品和保持必要的联
系。
。
能够处理售后产生的相关争
议和问题，以提高客户的满
意度。
能力目标
正常情况下，速卖通客服售后沟通技巧与礼仪
案例：在产品发货后，告知买家相关货运信息
Hello Lush Kin,
It’s a pleasure to tell that the postman just picked up your item from our warehouse. It’s by CPAM, 25-30 working days to arrive.
Tracking number is:: RB800790711CN.
Tracking web is :http://www./index_en.shtml.
You can view its updated shipment on the web, which will be shown in 1-2 business days. Also our after sales service will keep tracking it and send message to you when there is any delay in shipping.
We warmly welcome your feedback.
Thanks and Best Regard!
正常情况下，速卖通客服售后沟通技巧与礼仪
分析：
沟通要点及礼仪：
告知买家产品已经发货，并给买家一个初步的交易等待时间区间。如果使用小包或碰到物流堵塞的意外，也可以通过邮件告知买家，做好产品延迟到达的心理准备。
售后除了撰写专业的告知函外，还应该注意语言表达上的规范，以及必要的首尾的礼貌用语。
正常情况下，速卖通客服售后沟通技巧与礼仪
案例：货物到达海关后，提醒货运相关进展
Hello Sir/Madam,
This is ××. I am sending this message to update the status of your order. The information shows it was handed to customs on Jan. 19.Tracking number: ××××. You can check it from web: ××××.
You may get it in the near future. Apologize that the shipping is a little slower than usual.
Hope it is not a big trouble for you.
Best Wishes.
正常情况下，速卖通客服售后沟通技巧与礼仪
分析：
沟通要点及礼仪：
在产品入关的时候告知客户货物的投递进展。如果遇到货物拥堵情况，对买家表达歉意。如果产品需要报关，可以在此通知买家提前准备。
正常情况下，速卖通客服售后沟通技巧与礼仪
案例：货物到达邮局，提醒买家给予好评
Hello Sir/Madam,
This is ××. I am sending this message to update the status of your order. The information shows it is still transferred by Sydney post office.
Tracking number: ××××. Please check the web ××××.
You will get it soon, Please note that package delivery. Hope you love the product when get my products. If so please give me a positive feedback.
The feedback is important to me. Thank you very much.
Best Wishes.
正常情况下，速卖通客服售后沟通技巧与礼仪
分析：
沟通要点及礼仪：
在投递过程中提醒客户注意不要错过投递信息，保持手机开机。同时，可以提醒客户给你留好评。这样能有效降低坏评出现的可能性，提高买家对于你的服务的评价。
正常情况下，速卖通客服售后沟通技巧与礼仪
案例：感谢评价，为此后二次交易作铺垫
Hello Sir/Madam,
Thank you for your positive comment. Your encouragement will keep us moving forward. We sincerely hope to see you again in the future. I will give you the best discount, when you buy again . And my store has some good price products, welcome to my store: http://www./store/.
Best Wishes.
正常情况下，速卖通客服售后沟通技巧与礼仪
分析：
沟通要点及礼仪：
沟通要点及礼仪：在对买家的好评表达感谢的同时，你可以像此封邮件里写得那样表示出一种服务的意向。也可以针对买家的购买意向，推荐你对应的热销产品。可以通过有竞争力的价格，引导买家继续下单。
有争议情况下，速卖通客服售后沟通技巧与礼仪
最常见的售后问题之一是客户未收到货，造成该问题的主要原因有：运单号查不到信息，包裹仍在运输途中、包裹被海关扣留、发错地址、包裹原件退回等。
有争议情况下，速卖通客服售后沟通技巧与礼仪
案例 ：包裹仍在运输途中，客户等不及要退款
Q:I didn’t receive the staff yet. I demand full refund.
A:Dear I do Amrani,
Per the checking, the parcel status is normal:
Status: It has been in China Air portion 9th 9th Dec and would take few days to your country.
Status: It has arrived your country on 18th Dec ,it would take few days for delivery to you.
You may refer to the following for details:www..
We are also expecting very much that the parcel would deliver to you early. However, shipping to your country needs about 7-21 business days. Sometimes it might need longer time due to some occasional reasons, such as custom strictly screening or bad weather, etc; hope you can cancel the dispute and keep waiting. We appreciate your patience.
Kind Regards!
有争议情况下，速卖通客服售后沟通技巧与礼仪
分析：
沟通要点及礼仪：
客户未收到货的大部分问题主要集中在包裹滞留在运输途中。首先我们要对客户做好解释和安抚沟通工作，争取客户谅解。针对物流不正常的订单应及时延长收货期。
有争议情况下，速卖通客服售后沟通技巧与礼仪
客户对订单不满意
最常见的售后问题之二是客户对订单不满意，造成该问题的主要原因有：颜色/尺寸/材质不符、质量问题、产品数量不符、产品破损等。
有争议情况下，速卖通客服售后沟通技巧与礼仪
案例 ：颜色/尺寸/材质不符，客户传来相关的照片佐证
Dear Sir/Madam,
The photos were receievd with thanks.Sorry that we failed to check out the problem and we would pay more attention on this part.
Actually we haven’t notice difference until you tell us,we will ask our factory to improve this kind gloves in next produce.
Anyway,we will refund you $3 for compensating or may you just accept this time and we could like to provide bigger discount for your next order Sorry about the trouble.Please feel free to let us have your comment,Thanks!
有争议情况下，速卖通客服售后沟通技巧与礼仪
分析：
沟通要点及礼仪：
客户对订单不满意，如果不及时处理，很容易引起纠纷，影响产品的好评率和店铺的ODR。针对该类问题，首先我们要主动表示抱歉，并做到及时有效沟通，提出解决方案。

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