跨境电商售前客户服务案例分析.pptxVIP

《跨境电子商务客户服务》 跨境电商售前客户服务案例分析 目录 情景描述 淄博敦煌网信息科技有限公司与德国的ABC. GLOBAL TRADING COMPANY 正在进行跨境业务往来，李晓需要为团队精讲跨境电商售前客户服务案例，为团队成员更好地开展跨境电商售前客服奠定扎实的基础。 任务导入 可以降价：告知买家店内促销信息 不可以降价：向买家强调商品品质，或向买家推荐价格较低的类似款 询问产品价格的回复 Dear X,  Thank you for your interests in my item.  I am sorry but we can’t offer you that low price you asked for. We feel that the price listed is reasonable and has been carefully calculated and leaves me limited profit already.  一、询问产品价格案例 任务导入 可以降价：告知买家店内促销信息 不可以降价：向买家强调商品品质，或向买家推荐价格较低的类似款 However, we’d like to offer you some discounts on bulk purchases. If your order is more than X pieces, we will give you a discount of xx% off.  Please let me know for any further questions. Thanks.  Sincerely,  (name)  除了以上产品问题外，买家一般还会咨询哪些产品问题？ 一、询问产品价格案例 任务操作 对任务导入问题进行解答 询问产品尺寸的回复 Dear X,  Thank you for your interest in our item. Please choose the size according to your feet length. The size you select is US size. The length of size 9(from heel to toe) is about 9.84 inches. I’d like to advise you to choose one or two sizes if your feet are a large wider or a bit higher. Thank you again. If you have any questions, please do not hesitate to contact us. Best Regards, (name)  任务操作 对任务导入问题进行解答 熟悉目标国家的产品尺码表 尽量使用公制，如千克、米等 提供具体参数，例如不要笼统地答复衣服是S、M、L码等，而是提供衣长、袖长等具体参数 知识点讲解 物流方式支持： 回复客户可以用该物流方式发货，以及发货时间和配送时间 物流方式不支持： 向客户解释为什么不能用该物流方式发货，并提供替代的物流方式 一、询问物流方式案例 知识点讲解 二、询问物流方式的回复 Dear X,  Unfortunately, free shipping for this item is unavailable; I am sorry for the confusion. Free Shipping is only for packages weighing less than 2kg, which can be shipped via China Post Air Mail. However, the item you would like to purchase weighs more than 2kg. 知识点讲解 二、询问物流方式的回复 You can either choose another express carrier, such as UPS or DHL (which will include shipping fees, but which are also much faster). You can place the orders separately, making sure each order weighs less than 2kg, to take advantage of free shipping.  If you have any further questions, please feel free to contact me.  Best Regar