《电工与电子技术电子商务电子课件chap 2 售前沟通与服务ppt.pptx》由会员分享，可在线阅读，更多相关《电工与电子技术电子商务电子课件chap 2 售前沟通与服务ppt.pptx（46页珍藏版）》请在taowenge.com淘文阁网|工程机械CAD图纸|机械工程制图|CAD装配图下载|SolidWorks_CaTia_CAD_UG_PROE_设计图分享下载上搜索。
1、PPT模板下载：/moban/行业PPT模板：/hangye/节日PPT模板：/jieri/PPT素材下载：/sucai/PPT背景图片：/beijing/PPT图表下载：/tubiao/优秀PPT下载：/xiazai/PPT教程：/powerpoint/Word教程：/word/Excel教程：/excel/资料下载：/ziliao/PPT课件下载：/kejian/范文下载：/fanwen/试卷下载：/shiti/教案下载：/jiaoan/字体下载：/ziti/电子课件chap 2 售前沟通与服务Chap 2售前沟通与服务 Pre-sales Communication&Service 跨境
2、电商沟通与客服学习目标知识目标技能目标 1.了解跨境电商里的在线交流工具和付款方式 2.掌握售前服务的内容和常用回复表达方式 3.掌握售前咨询服务过程中客服人员与客户的 沟通技巧1.能够寒暄、接待客户2.能够妥善处理和回复跨境电商客户对公司、产品的咨询3.能够妥善处理和回复跨境电商客户对产品价格、支付、物流的咨询跨境电商沟通与客服 4 跨境电商沟通与客服思考思考售前沟通一般包括哪些内容？5 跨境电商沟通与客服Lead-in If you are an online seller,How&what will you do if your customer comes to your online
3、 store?How will you introduce a product to you customer?How will you deal with&answer when your customer consults about your price,payment&logistics?6 跨境电商沟通与客服2.12.1交流工具交流工具online communication tools 1、国际版阿里旺旺、国际版阿里旺旺2、敦煌平台、敦煌平台 3、常见的聊天软件及工具常见的聊天软件及工具 4、在线支付、在线支付（货到付款、支付宝、财付通和网银货到付款、支付宝、财付通和网银）（信用卡
4、、（信用卡、T/T银行汇款、银行汇款、Moneybookers、借记卡）、借记卡）7 跨境电商沟通与客服MSN SKYPE ViberWhatsappFacebookTwitterQQ/WechatGoogle Talk其它：其它：Camfrog:Android,视频聊天PalTalk：仅微软视窗用户可用KIK：类似“米聊”SKOUT：仅限安卓用户常见的聊天软件及工具 8 跨境电商沟通与客服2.2 2.2 跨境电商售前信息推送跨境电商售前信息推送 Pre-sales Consulting Service in Cross-border E-commerce 售前信息售前信息问候问候寒暄寒暄标标
5、 题题产品产品简介简介公司公司简介简介 9 跨境电商沟通与客服2.2.12.2.1问候寒暄问候寒暄 Greetings GreetingHello/Hello,Dear Friend:WelcomeThanks for your visiting to my online store！What may I do for you?Is there anything you like?company&productFurther helpIf you cannot find anything you like,you can tell us,and we will help you to find
6、 the source!Thanks again.10 跨境电商沟通与客服2.2.22.2.2公司简介公司简介 Company Profile 请比较P35两篇公司简介，并说明各自的特点和优点。注意：恰当呈现行业用词和商业信息量注意：恰当呈现行业用词和商业信息量1、用简单英语介绍自己的公司用简单英语介绍自己的公司We are a.corporation,handling.(我们是.公司，专营.)We would like to take this opportunity to introduce ourselves as.(我们借此机会自我介绍。我们是.)2、通过邮件，社交软件进行谈判沟通通过
7、邮件，社交软件进行谈判沟通We are writing to introduce ourselves to you as a.(作为.,特来函自我介绍。)Our company is specialized in.(本公司专营.)3、专注于一领域专注于一领域We are mainly dealing in.(我们主要从事.)We have been engaged for many years in the line of.(我们已经从事.多年。)11 跨境电商沟通与客服2.2.32.2.3标题标题 headline 1 1、直接、鲜明、简略直接、鲜明、简略，激发客户的好奇心激发客户的好奇心a
8、）Latest technology,which can help you double your efficiency in some ways.b）“The latest and unique pattern”2 2、大买家效应法大买家效应法 towel supplier of Shangri-La Hotel for about 5 years3 3、认证吸引法认证吸引法 STARA，CE 12 跨境电商沟通与客服2.2.42.2.4产品产品简介简介 Product 1、产品简介、产品简介 材质，规格尺寸，使用方法产品特点产品特点：产品规格（Specifications）包装Packag
9、ing具体事项的描述Features，图文并茂图文并茂 13 跨境电商沟通与客服请分析以下产品的关键要素1、果冻蜡烛2、假发3、理发推剪 14 跨境电商沟通与客服案例案例1 1：jelly candles 果冻蜡烛果冻蜡烛 P37 P37Specifications overview：15 跨境电商沟通与客服案例案例2：wholesale brazilian hair body/loose/spring/kinky wave hair extension human P38Specifications overview：Type:Hair ExtensionMaterial:Human Hai
10、rHuman Hair Type:Brazilian HairHair Grade:Remy HairVirgin Hair:YesHair Extension Type:Hair WeavingStyle:wave/loose/body/straightPlace of Origin:Zhejiang,China(Mainland)16 跨境电商沟通与客服案例案例3：Power SupplyElectricPlace of OriginZhejiang China(Mainland)Brand NamePINEWELLModel NumberPR-999COLOURSome Colour 1
11、7 跨境电商沟通与客服2 2、产品推荐信、产品推荐信称呼正文（产品名称、特点等）信尾敬语签名 18 跨境电商沟通与客服Functional expressions:This is*from*Co.,Ltd.of China writing to you,hoping this mail finds you in your best time.Thank you for taking a few minutes to read about our new product recommendation.We believeThank you again for taking the time to
12、 consider our new product.Ill be happy to send you samples for evaluation!We sincerely hope you place the order ASAP!19 跨境电商沟通与客服常用句型常用句型1.Thanks for your visiting to my online store！感谢您访问我的网上商店！1.What may I do for you?我能为你做什么吗？2.Is there anything you like?有什么你喜欢的吗？3.If you cannot find anything you
13、like,you can tell us,and we will help you to find the source!如果找不到你喜欢的任何东西，可以告诉我们，我们将帮助你找到货源！4.We are one of the biggest suppliers of Electronic Shaver on AliExpress.我们是阿里巴巴全球速卖通电子剃须刀最大的供应商。20 跨境电商沟通与客服补充材料1、改良无价值、单调、功能庞杂的产品描述2、“个性”体现在首页上3、重视品牌故事和社会认同感4、避免太多无用的形容词和填充词5、改良错误的格式和编辑 21 跨境电商沟通与客服2.3 2.3
14、 跨境电商售前咨询跨境电商售前咨询 Pre-sales Consulting 售前咨询售前咨询价格价格回复回复样品、样品、运费运费回复回复支付支付跨境跨境物流物流 22 跨境电商沟通与客服2.3.12.3.1价格回复价格回复Price Reply 1 1、报价、报价回复函：感谢对方询价，希望与对方建立业务，订单的条件和报价。Dear sir，Thanks for your inquiry.We cherish this chance to do business with you very much.If you order a quantity of 1,000,we can offer y
15、ou the bulk price of USD xxxx/piece with free shipping.I look forward to your reply.Regards John 23 跨境电商沟通与客服2 2、买家砍价的回复、买家砍价的回复 Dear Joathan,Thank you for your interests in my item.I am sorry but we cant offer you that low price you asked for.We feel that the price listed is reasonable and has been
16、 carefully calculated and leaves me limited profit already.However,wed like to offer you some discounts on bulk purchases.If your order is more than 10000 pieces,we will give you a discount of 5%off.Please let me know for any further questions.Thanks.Sincerely,24 跨境电商沟通与客服2.3.22.3.2样品、运费的回复样品、运费的回复
17、Sample 1：有偿样品：有偿样品 The order of a single sample product costs USDxxxx with shipping fees included.25 跨境电商沟通与客服Sample 2Sample 2：不能提供样品：不能提供样品 Dear Mike,Thank you for your inquiry.I am happy to contact you.Regarding your request,I am very sorry to inform you that we are not able to offer free samples.
18、To check out our products,we recommend ordering just one unit of the product(the price may be a little bit higher than ordering by lot).Otherwise,you can order the full quantity.We can assure the quality because every piece of our product is carefully examined by our working staff.We believe trustwo
19、rthiness is the key to a successful business.If you have any further questions,please feel free to contact me.Best Regards,Michelle 26 跨境电商沟通与客服Sample 3：不同意买家免运费的要求不同意买家免运费的要求Dear sirSorry,free shipping is not available for orders sent to America.But we can give you a 3%discount of the shipping cost
20、.John 27 跨境电商沟通与客服2.3.32.3.3支付支付 payment We accept alipay here.Escrow is our preferable payment.All major credit cards are accepted through secure payment processor ESCROW.28 跨境电商沟通与客服选择选择escrow，提醒折扣快结束了，提醒折扣快结束了Hello X,Thank you for the message.Please note that there are only 3 days left to get 10%
21、off by making payments with Escrow(credit card,Visa,MasterCard,moneybookers or Western Union).Please make the payment as soon as possible.I will also send you an additional gift to show our appreciation.Please let me know for any further questions.Thanks.Best regards,(Your name)29 跨境电商沟通与客服2.3.42.3.
22、4跨境物流跨境物流 logistics 运输物流信息流通加工仓储搬运装卸包装物流构成 30 跨境电商沟通与客服Sample 1:卖家发货到达时间邮件模板Dear Jack,Thank you so much for your great support on us.Usually it takes about 7-12 days for the item to reach you.Any question,feel free to contact us and we will reach you at the soonest.Best regards!31 跨境电商沟通与客服有时会接到客户这样
23、的要求 Sample 2:Hello，but I do not want by DHL.DHL delivery to my house is USD130,but I only pay USD8 sending by EMS.If you send by DHL,I will not accept the order.Thanks!在进行妥善安排后，我们可进行如下回复在进行妥善安排后，我们可进行如下回复:We are happy to inform you that your order can be sent via EMS express!32 跨境电商沟通与客服Sample 3:有时，
24、遇到节假日或特殊时期，我们对物流做出了新的安排，表述如下：33 跨境电商沟通与客服Sample 4:因为物流风险，卖家无法向买家国家发货时给出的回复因为物流风险，卖家无法向买家国家发货时给出的回复 34 跨境电商沟通与客服Sample 5:买家询问是否有直销航运 35 跨境电商沟通与客服2.4 跨境电商售前服务 售前服务促成交易提供信息催促下单提醒付款提醒折扣解释海关税 告知断货告知假日活动 36 跨境电商沟通与客服促成交易Sample 1：询价后，催促下单，库存不多：询价后，催促下单，库存不多Dear X,Thank you for your inquiry.Yes,we have this
25、 item in stock.How many do you want?Right now,we only have X of the X color left.Since they are very popular,the product has a high risk of selling out soon.Please place your order as soon as possible.Thank you!Best regards,(name)要点要点：强调货物受欢迎，不能保证库存满足其需求。：强调货物受欢迎，不能保证库存满足其需求。37 跨境电商沟通与客服因为回复不够及时,表示歉
26、意 Dear X,I am sorry for the delayed response due to the weekend.Yes,we have this item in stock.Please let me know if you have any further questions.Thanks.Best Regards,(Your name)要点要点：态度要诚恳，必要时给客户优惠以挽回客户：态度要诚恳，必要时给客户优惠以挽回客户。38 跨境电商沟通与客服主动打折因为错过了最佳24小时回复时间所以可通过主动打折主动打折，给予订单截止日期的方式赢取客户。And to show our
27、 apology for our delayed response,we will offer you 10%off.Please place your order before Friday to enjoy this discount.Thank you!39 跨境电商沟通与客服提醒买家尽快付款模板 Dear X,We appreciated your purchase from us.However,we noticed you that havent made the payment yet.This is a friendly reminder to you to complete
28、the payment transaction as soon as possible.If you have any problems making the payment,or if you have any questions with the order,please let us know.We can help you to resolve the payment problems and we are happy to answer your questions.Thanks again!Looking forward to hearing from you soon.Best
29、Regards,(Your name)Sample 3：40 跨境电商沟通与客服 Dear X,We appreciate your order from us.You have chosen one of the bestselling products in our store.Its very popular for its good quality and competitive price.Right now,we only have X lots of the X colors left.We would like to inform you that this product h
30、as a high risk of selling out soon.We noticed that you hadnt finished the payment process for the order.Wed like to offer you a 10%discount on your order,if you purchase now,to ensure that the product doesnt sell out.We will ship your order within 24 hours once your payment is confirmed.If you need
31、any help or have any questions,please let us know.Best Regards,(your name)要点要点：强调货物受欢迎，若未能及时付款无法保证及时发货。：强调货物受欢迎，若未能及时付款无法保证及时发货。41 跨境电商沟通与客服断货(out of stock)Dear X,We are sorry to inform you that this item is out of stock at the moment.We will contact the factory to see when they will be available ag
32、ain.Also,we would like to recommend to you some other items which are of the same style.We hope you like them as well.You can click on the following link to check them out.http:/www.aliexpress Please let me know for any further questions.Thanks.Best Regards,(Your name)要点要点：推荐类似的货物给客户。：推荐类似的货物给客户。42
33、跨境电商沟通与客服Discount 折扣 Dear Daisy,Thanks for your message.The price we offer is lower than the market price.And as you know,as the shipping cost is really high,our profit margin for this product is very limited.However,we can offer you a XXX%discount if you purchase more than XXXX pieces in one order.
34、要点：要点：强调利润不高，只能在量多的基础上打折。强调利润不高，只能在量多的基础上打折。43 跨境电商沟通与客服海关税(customs tax)Dear Mike,Thank you for your inquiry and I am happy to contact you.I understand that you are worried about any possible extra cost for this item.As to specific rates,please consult your local customs office.Based on the past exp
35、erience,import taxes fall into two situations：First,in most countries,it did not involve any extra expense on the buyer side for similar small or low-cost items.Second,in some individual cases,buyers might need to pay some import taxes or customs charges even when their purchase is small.I appreciat
36、e for your understanding!Sincerely,John要点要点：让客户有心里准备有可能会征收海关税：让客户有心里准备有可能会征收海关税。44 跨境电商沟通与客服Skill Practice：模拟往来邮电 P60Jinjiang Jinghong Trading Co.,Ltd.在Aliexpress上经营一家网店卖鞋子Mr.John向你咨询了一双鞋，作为业务员的你，该如何向他推荐产品?简要列出该产品特点。写一个富有产品特色的标题。对产品的价格、物流、支付等的说明。45 跨境电商沟通与客服参考答案：参考答案：Hot-sale Rubber Casual Shoes Dea
37、r Mr.John，Thanks for your inquiry.We cherish this chance to do business with you very much.The shoes you inquired are our latest and unique pattern.Products features are as the following:Brand Name:BravoverItem Type:casual shoesShoes Type:BasicOutsole Material:RubberFeature:Hard-Wearing,Breathable,H
38、eight Increasing,Massage,Sweat-Absorbant,Anti-Odor,LightLining Material:Cotton FabricUpper Material:Mesh(Air mesh)Insole Material:EVAModel Number:G15/G21Closure Type:Lace-UpSeason:Spring/Autumn If you place the order within 2 days,we can offer you the bulk price of USD 16.99/piece FOB Wenzhou with free shipping.All major credit cards are accepted through secure payment processor ESCROW.We also accept T/T payment hereIf you have any other questions,please feel free to let me know.Thanks and best regards,(Your name)46 跨境电商沟通与客服Thank You