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(共15张PPT)
跨境电子商务实务
项目八 跨境电商客户服务
跨境电商询盘
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客户服务
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纠纷处理
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目录页
CONTENTS PAGE
目录页
任务二 客户服务
任务二 客户服务
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1. 当买家光顾店铺，询问产品信息：跟买家初次打招呼时要亲切、自然，并表达出热情，尽量在初步沟通时把产品情况介绍清楚。
Hello,my dear friend.Thank you for your visiting to my store,you can find the products you need from my store.If there is not what you need,you can tell us,and we can help you to find the source,please feel free to buy anything!Thanks again.
任务二 客户服务
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2. 鼓励买家提高订单金额和订单数量，提醒买家尽快确认订单。
Thank you for your patronage,if you confirm the order as soon as possible,I will send some gifts. A good news:Recently there are a lot of activities in our store.If the vakue of goods you buy count to a certain amount,we will give you a satisfied discount.
任务二 客户服务
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3. 发货之后提醒买家已经发货
Dear friend,your package has been send out,the tracking NO.is 0000000000 via DHL,please keep an eye on it,hope you love our goods and wish to do more business with you in the future.Good luck!
任务二 客户服务
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4. 当完成交易时，对买家表示感谢，并希望能够再次回购
Thank you for your purchase,I have prepared you some gifts,which will be sent to you along with the goods.Sincerely hope you like it.I will give you a discount,if you like to purchase other products.
任务二 客户服务
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5. 推广新产品，在采购季节期间根据经验可以给买家推荐热销的产品。
Hi friend,
Christmas is coming,and Christmas gifts have a large potential market.Many buyers bought them for resale in their own store,it is high profit margin product,here is our Christmas gift link,Please click to check them,if you want to buy more than 10 pieces,we also can help you get a whole sale price.Thanks.
Regards
任务二 客户服务
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6. 对于已经下单却还未支付的订单
Dear,thank you for your support!We will send out the package as soon as possible after your payment.
7. 订单被AliExpress关闭时
Dear,you order has been closed because your credit card has not been approved by the Aliexpress,if you want the hair now,we have prepared for you and you can put a new order,Besides,you can pay through western union,t/t payment or money bookers payment too.Also,please contact with the Ali initiatively!Good luck!
任务二 客户服务
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8. 大量订购、询问价格时
Hi friends.Thank you for your inquiry.we very much hope to complete the order with you for me,here is the products link you need,if you buy 100 pieces,we can give you a wholesale price,$25/piece.If you have any idea,Please let us know,we will try our best to help you.Looking forward your reply.
任务二 客户服务
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9. 海关问题
Dear friends,
We received notice of logistics,company,now your customs for large parcel periodically inspected strictly,in order to make the goods sent to you safety,we suggest that the delay in shipment,wish you a consent to agree.Please let us know as soon as possible Thanks.
任务二 客户服务
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10. 退换货问题
Dear friend,I am sorry for the inconvenience.If you are not satisfied with the products,you can return the goods back to us.
任务二 客户服务
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客户收到货了，但说收到的货同gate广告上的不一样，客户要求退款。
客户发邮件过来说没收到货
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具体问题沟通方案：
任务二 客户服务
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由于质量问题产生的差评
由于买家个人使用不当产生的差评
买家在下单前的细节要求没有得到满足产生的差评
解决差评问题：
THANK YOU

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