速卖通客户回复.doc

回复关键点汇总： 1、及时回复很重要 ——经常检查注册邮箱，并在买家发送询盘的 24 小时内回复最有效果！ 2、回复内容要专业和完整 ——3C 原则 3、格式要规范 ——别忽略问候语，结束语等细节 速卖通为大家精心整理了系列回复模板，顶到 20 楼后放出，大家给力啊！ 详细回复技巧： 1.回复时间注意事项： 今日事今日毕，24 小时内回复询盘 ——欧美发达国家买家下单高峰期在美国时间 8 点到13 点之间，也就是北京时间 23 点到凌晨 3 点之间，所以必须当天回复，在睡梦中订单就会悄然来袭啦！！！ 注：如果不能回复询盘一定要给客户一个回应，告诉他已经收到询盘，目前不能回的原因和什么时候能够给客户答复 2.回复原则 ——3C 原则 Clearness(清楚) Concisenes(简洁) Courtesy（礼貌） 3.案例分析 第一回合 （1）需要思考的问题： 专业度 professional (多了解自己的产品，在每一封邮件中体现您的专业度) 满足需求度 meet demands 体现诚意 show your sincereity （2）回复邮件注意点 规范的格式（paragraphy, capitalization,spelling ,grammer…） 问候语 ——礼节、呼应 有问必答 ——某些问题暂时不能回答，要给客户解释原因，切忌避而不答 重点突出，意思明确 落款 ——要有完整称呼 第二回合 专业报价 ——完整且有针对性 专业图片 ——清晰、方便浏览和接收 问清客户需求 ——节省双方时间和精力 语气 ——会影响全局，要有礼貌 几个回合后 客户来邮件后 客户有多个问题 一一作答，条理清楚 客户提出的专业问题尤其不能避而不答 涉及到产品证书、质量等级的问题最好主动提及 减少邮件往来的回合，提高效率 4.公司介绍 公司介绍怎么写？三行最适合且要有独特的卖点，放在开始和结尾都是可以的 公司介绍三行 How long? When？ What？ 5.讨价还价 第一次报价给自己适当留有空间 价格的合理性 与竞争对手相比 其他选择方案 6.无法满足对方需求时 一定要注意语调＋给出解决方案 总结 意识决定行为 重视你的每一客户，24 小时内回复 赢在服务 注意沟通的语气和诚意，内容专业 细节很关键 仔细阅读客户邮件中每一句话，和每一封邮件 提醒买家尽快付款模板 Dear Abdullah,Have a nice day!We appreciated your purchase from us. However,we noticed you that haven't made the payment yet. This is a friendly reminder to you to complete the payment transaction as soon as possible. Instant payments are very important; the earlier you pay, the sooner you will get the item. If you have any problems making the payment,or if you don't want to go through with the order,please let us know.We can help you to resolve the payment problems or cancel the order. Thanks again!Looking forward to hearing from you soon. 关于荷兰邮政小包Dear buyer,We send your parcel through Post NL(Netherlands) Parcel.Because of the battery.It will send to Netherlands first ,then send to your country.before send to Netherlands,there may will not have tracking message on the web, so please wait 5 more days ,the tracking message will update soon and your will get it soon.Best regards,Alice YangDear X,We appreciate your order from us. You have chosen one of the bestselling products in our store. It’s 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 has a high risk of selling out soon.We noticed that you hadn’t finished the payment process for the order. We’d like to offer you a 10% discount on your order, if you purchase now, to ensure that the product doesn’t sell out. We will ship your order within 24 hours once your payment is confirmed. If you need any help or have any questions, please let us know.Best Regards,(your name)PS: We are one of the biggest suppliers on AliExpress. With more than 3 years’ experience in world trade, we are able to provide the best prices, the highest quality and the superior service. We inspect our products before shipping them out and provide a 1 year warranty for all products. We promise to give you a full refund if the products are not as described.If you have any questions, please contact us; we are happy to help you. 催促下单，库存不多 Dear X, Thank you for your inquiry. Yes, we have this item in stock. How many do you want?Right now, we only have X lots 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! 回应买家砍价 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. 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. 因为周末导致回复不够及时,先表示歉意，因为错过了最佳 24 小时回复时间所以可通过主动打折的方式赢取客户。

Dear X, I am sorry for the delayed response due to the weekend. Yes, we have this item in stock. And to show our apology for our delayed response, we will offer you 10% off. Please place your order before Friday to enjoy this discount. Thank you! Please let me know if you have any further questions. Thanks. 选择 escrow，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% 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. 合并支付及修改价格的操作 Dear X, If you would like to place one order for many items, please first click "add to cart", then “buy now”, and check your address and order details carefully before clicking “submit”. After that, please inform me, and I will cut down the price to US$XX. You can refresh the page to continue your payment. Thank you. If you have any further questions, please feel free to contact me. 订单超重导致无法使用小包免邮的回复 Dear X, Unfortunately, free shipping for this item is unavailable; I am sorry for the confusion. Free Shipping is only for packa。