《跨境电商客户关系管理》课件-跨境客户的开发 掌握message回复

掌握message回复《跨境电商客户关系管理》情景描述任务导入任务操作知识点讲解目录情景描述李晓运营eBay店铺李晓收到了客户咨询产品细节的message任务导入跨境电商哪些流程需要与顾客进行message往来？李晓想知道：任务操作刊登上架在平台进行产品详情描述知识点讲解一、售前接触二、售中维系三、售后维护知识点讲解一、售前接触对本公司产品或服务的彻底了解对相关平台政策的基本认知对顾客心理的适当猜测知识点讲解（一）议价buyer：Canyougivemesomediscount,ifIbuy

more?seller：Dearfriend,Thankyouforyour

mail.Couldyoupleasetellusyourlocation?we'llcalculateditandcouldyoupleasetellushowmanydoyou

need?Waitingforyour

reply.Haveanice

day,知识点讲解（二）合并运输buyer：Hello,seller,canyoucombineshippingformeasI’veboughtseveralitemsfromyou?Pleasesendmejustinonepackage,thanks.seller：Dearcustomer,Thanksforyour

mail.Wehavecombinedtheshippingalreadyandonlychargeyoutheshippingfeeonce.YoucanchecktheinvoiceI'vejustsentittoyouandpleasemakethepaymentthroughtheinvoicedirectly.Anyotherquestions,feelfreetoletus

know.Haveanice

day,知识点讲解（三）产品问题buyer：AsiaorUS

size?seller：Dear

customer,Thankyouforyour

attention.AsyoucanseeourlocationisDongguan,China,andoursupplierisalsoinChina,youcouldcheckthesizechartinthelisting.Youcouldbeassured,allofouritemswithhigh

quality.Ifanyquestionpleasecontact

us.Haveanice

day,知识点讲解二、售中维系售中是指从买家下单后到买家签收货物这个阶段。沟通主要是发货确认、物流问题、告知客户产品的物流信息，以让客户掌握产品的动向。知识点讲解（一）更换地址Dear

friend,Thankyouforyour

mail.Wehavechangedtheaddressforyou.Hopeyouwillgetitsoon.Ifyouhaveanyquestion,pleasecontact

us.Haveanice

day,知识点讲解（二）卖家缺货取消订单Dearfriend,Thanksforpurchasingfromus.However,weareverysorrytoinformyouthatwhenwewerepreparingtoshiptheorder,wefoundthelastfewpiecesinstockaredamagedandnotsuitableforsale.Aftercontactingoursupplierurgently,theypromisedustooffernewsupplyandinformedthatreplacementwillbeavailableonXXX.Therefore,pleasenotethatyouritemwillbedelayedforXXXdays.Isthisokfor

you?Yourunderstandingisappreciated.Weapologizeforthe

delay.Waitingforyourreply.Yourssincerely,知识点讲解（三）未付款订单未付款订单，建议12-24小时内去信询问下买家不能付款原因，也可以通过提醒折扣到期，或者库存不多来刺激买家尽快下单。Dear

customer,Weappreciatedyourpurchasefromus.However,wenoticedyouthathaven’tmadethepaymentyet.Thisisafriendlyremindertoyoutocompletethepaymenttransactionassoonaspossible.Instantpaymentsareveryimportant，theearlieryoupay,thesooneryouwillgetthe

item.Ifyouhaveanyproblemsmakingthepayment,orifyoudon’twanttogothroughwith

thisorder,pleaseletusknow.Wecanhelpyoutoresolvethepaymentproblemsorcanceltheorder.Thanks

again!Lookingforwardtohearingfromyousoon.Best

Regards,知识点讲解三、售后维护提高买家满意度可以给卖家带来额外的交易，能够影响到产品的排序曝光，会影响其他买家的购买行为以及对卖家的星级和享受的资源产生影响。因此，买家的满意度对卖家非常重要，而售后服务则是影响到买家满意度的重要方面。售后主要问题包含三大方面：产品质量问题、物流问题、退换货问题。思政：提升服务意识，培养工匠精神知识点讲解（一）产品质量问题一般遇到产品质量问题，要根据产品货值，买家态度等情况解决。案例：

buyerHello.Thet-shirthasarrived.Unfortunatelyithasstainsand

theseamshavedifferent

colors.Kind

regards,知识点讲解（一）产品质量问题A.质量问题不影响使用Dear

customer,Thankyouforyouremail,wesincerelyapologizeforthetrouble,wearewillingtotaketheresponsibilityandmorestrickenonqualityinspection.Aboutyourissuecouldyoupleaseallowusoffer

you

$ as

ancompensation?Isthatanacceptablesolution?orwhatisyouridea

?WhateverwewilltryourbesttosolveitforyouLookforwardtohearingfrom

you.Best

regards,知识点讲解（一）产品质量问题B.质量问题影响使用，小额建议直接退款。Dear

customer,Sosorryforthetrouble,wesincerelyapologizeaboutthismatter.Wewouldliketoofferyouafullrefundfortheissue.pleasehavea

check.Ifyouhaveanyquestion,pleasecontactus.Best

regards,知识点讲解（一）产品质量问题C.质量问题影响使用，金额较大。Dearfriend,Thankyouforyourmailandsorryforallthe

trouble.Asfortheproblemyoumentioned,canyourepairitin

yourcountry?Ifso,wecanrefundyoupartialmoneyascompensation,do

youagree?Waitingforyourreply.Thanksand

regards,知识点讲解（二）物流问题当物流出现延误或者不更新时。案例：buyer：Hi,Ineedtocheckonthepackage.Istillhaven’t

receivedit!Forthepast4daysI’vebeencheckingthetrackinganditisinthesameofficenothere!I'mvery

upset.付款时间：4月9号 发货时间：4月10日 来信时间：4月16日知识点讲解（二）物流问题Dear

friend,Thankyouforpurchasing(itemIDoritemtitle).Wehaveshippedyour

itemon(日期).

Weshipped

it

by(物流商)，

andthe

tracking

number

is

( ).However

withthe

busyseasonshippingtime,theremaybeadelayfordeliverytimes.WepromiseWewillprovideasatisfactorysolutionforyouiftheitemisnotdelivered.Yoursatisfactionisourmostpriority,pleasecontactusifyouhave

anyconcerns.Weapologizeforany

inconvenience.Yourunderstandingisgreatlyappreciated.Best

regards,知识点讲解（三）退换货卖家原因退货顾客发来图片，根据情况引导退部分或全额款。Dear

friend,We’resosorryfortheunsatisfiedpurchase.We’rewillingtosolvetheproblem.Sorryforthepoorquality,thiskindofthe