《跨境沟通与客服》 课件——Chapter3 Pre-sales Customer Service.pdf

Cross-bordere-

commercecustomer

serviceand

communication

ByLeo

3:1

Chapter3Pre-salesCustomerServiceand

Communication

3.1Preparationforpre-salecommunication

3.2Copywritingofpre-salescommunication

3.3Responseandhandlingofpre-salesconsultation

3.4Caseanalysisofpre-salescustomerserviceand

communicationonmainstreamplatformsofcross-bordere-

commerce

LearningObjectives

•1.Understandthejobresponsibilitiesandbusinessscope

ofpre-salescustomerservice

•2.Learnthecopywritinginpre-salescommunication

•3.Learntodealwithcommonproblemsinpre-sales

consultation

•4.Mastertheskillsofpre-salescommunicationwith

customers

Keyanddifficultpoints

•Jobresponsibilitiesandbusinessscopeofpre-sales

customerservice

•3.Skillsinpre-salescommunication

Mindmapping

Quotation

CustomerService:

Hello,dearfriend,

Thanksforyourvisitingtoouronlinestore.Thecasual

shoesyouhavechosenareonsale,youcanbuythemat

averyfavorableprice.Andtherearemanyotherstyles

ofshoesforyoutochoosefrominourstore...Ifyou

cannotfindanythingyoulike,youcantellus,andwe

willhelpyoutofindthesource.Thanksagain!

Customer:

Iwanttoknowthesizeoftheshoesanddoyouhaveany

promotionactivitiesfortheshoes?Pleasereplytomye-mail.

CustomerService:

ThankyouforyourinquiryandIwouldliketoansweryour

question.Aftercheckingouritemimages,wefindthatwehave

size34,size35andtilltosi