《跨境电商客户关系管理》课件-售中客服准备工作 学习处理费用问题咨询回复

学习处理费用问题咨询回复跨境电商客户关系管理情景描述任务导入知识点讲解总结任务操作目录李晓在企业邮箱收到一封邮件。情景描述邮件的主要内容是客户对的咨询。学习售前跨境客服的技巧。小组讨论：跨境客服是和顾客直接接触的岗位，跨境客服需要掌握哪些费用相关问题的回复技巧呢？任务导入任务操作跨境客服应该掌握以下费用回复问题：一、客户询问关税问题的回复二、合并支付及修改价格操作的回复三、提醒买家尽快付款的回复四、商品热销，催促买家尽快付款的回复客户询问关税问题的回复知识点讲解知识点讲解Dear

friend,Thankyouforyour

inquiry.Iunderstandthatyouareworriedaboutextracostforthis

item.Basedonpastexperience,importtaxesfallsintotwo

situations.First,itdidnotinvolveanypossibleextracostforthisitematlowerpriceinmost

countries.Second,insomespecialcases,buyersmightneedtopaysomeimporttaxesorcustomschargesevenwhentheirpurchaseissmallvalue.Astospecificrates,pleaseconsultyourlocalcustoms

office.Iappreciateforyourunderstanding!Bestwishes,XXX合并支付及修改价格操作的回复知识点讲解知识点讲解Dear

friend，Ifyouwouldliketoplaceoneorderformanyitems,pleasefirstclick"addtocart",then“buynow”,andcheckyouraddressandorderdetailscarefullybeforeclicking“submit”.Afterthat,pleaseinformme,andIwillcutdownthepricetoUS$XX.Youcanrefreshthepagetocontinueyour

payment.Thankyou.Ifyouhaveanyfurtherquestions,pleasefeelfreetocontactme.Best

Regards,XXX提醒买家尽快付款的回复知识点讲解知识点讲解Dear

Anderson,Weappreciatedyourpurchasefromourstore.However,wenoticethatyouhaven’tmadethepaymentyet.ThisisafriendlyremindertoyoutocompletethepaymenttransactionASAP.Instantpaymentsareveryimportant.Theearlieryoupay,thesooneryouwillgetthe

item.Ifyouhaveanyproblemsonpayment,pleaseletus

know.Lookingforwardtoyour

reply.Best

wishes,XXX商品热销，催促买家尽快付款的回复知识点讲解知识点讲解Dear

Helen,Weappreciateyourorderfromus.Youhavechosenoneofthebest-sellingproductsinourstore.Itisverypopularforitsgoodqualityandcompetitiveprice.Rightnow,weonlyhaveXXlotsoftheXcolorsleft.Wewouldliketoinformyouthatthisproducthasahighriskofsellingout

soon.Wenoticedthatyouhadn’tfinishedthepaymentprocessfortheorder.We’dliketoofferyoua10%discountonyourorder,ifyoupurchasenow,toensurethattheproductdoesn’tsellout.Wewillshipyourorderwithin24hoursonceyourpaymentis