跨境电子商务客服与沟通教学课件（共9章）第3章 售前客服与沟通.pptx

跨境电子商务客服与沟通单击此处添加正文，文字是您思想的提炼，请尽量言简意赅的阐述观点3.1 售前沟通之准备工作3.2 售前沟通之文案打造3.3 售前咨询的响应与处理3.4 人跨境电商主流平台售前客服与沟通案例分析3:1第3章 售前客服与沟通学习目标 1.了解售前客服的工作职责和业务范围 2.学习售前沟通中的文案编写 3.学会处理售前咨询中的常见问题 4.掌握与客户进行售前沟通的技巧重点及难点 售前客服的工作职责和业务范围 售前沟通的技巧思维导图Customer Service:Hello, dear friend,Thanks for your visiting to our online store. The casual shoes you have chosen are on sale, you can buy them at a very favorable price. And there are many other styles of shoes for you to choose from in our store. If you cannot find anything you like, you can tell us, and we will help you to find the source. Thanks again!引例Customer:I want to know the size of the shoes and do you have any promotion activities for the shoes? Please reply to my e-mail.Customer Service:Thank you for your inquiry and I would like to answer your question. After checking our item images, we find that we have size 34, size 35 and till to size 38. You could read the detail of the item information in our store and choose the suitable size as you wish. Recently, we have promotion activities such as 5% discounts if you are the new customer. Once you decide to buy it, please place the order. Thank you for your supporting! 售前客服在客户未接触产品或者对产品不太了解的情况下需要开展一系列提升客户购买欲望的服务工作。

那么，开发新客户和向老客户推荐新产品的时候分别应该如何把握沟通重点和技巧呢？辩证与思考 Q: Hello, I want to order pieces for this item, how about the price? A: Dear buyer, Thanks for your inquiry. We cherish this chance very much to do business with you. The order of a single sample product costs $ with shipping fees included. If you order pieces in one order, we can offer you the bulk price of $/piece with free shipping. I look forward to your reply. Regards! (Your name)（1 1）关于询价）关于询价当有客户询价时，售前客户服务人员在回复内容中要感谢对方当有客户询价时，售前客户服务人员在回复内容中要感谢对方的询问，表达出想与对方建立业务往来的希望，告知对方订单的询问，表达出想与对方建立业务往来的希望，告知对方订单的达成条件并报价。

的达成条件并报价Q: Hello, seller, I wear US size 8, could you give me some advice on which size I should buy from you?A: Hello, dear customer, size M of this dress will fit you pretty well. Please feel free to contact us if you have any other questions. Thanks!（2 2）关于商品细节）关于商品细节售前客户服务人员与客户的对话内容大部分是围绕商品本身进售前客户服务人员与客户的对话内容大部分是围绕商品本身进行的，所以在沟通交流的过程中，客户很可能会问及关于商品行的，所以在沟通交流的过程中，客户很可能会问及关于商品的专业问题一个清晰明了的产品描述意味着能够让客户快速的专业问题一个清晰明了的产品描述意味着能够让客户快速获取所需要的信息，并且没有多余的疑问售前客户服务人员获取所需要的信息，并且没有多余的疑问售前客户服务人员熟悉产品知识是与客户交流谈判的基础，售前客户服务人员对熟悉产品知识是与客户交流谈判的基础，售前客户服务人员对商品细节问题越熟悉，客户对售前客户服务人员的信赖度就越商品细节问题越熟悉，客户对售前客户服务人员的信赖度就越高。

高Dear friend,Thanks for your letter!We took some photos and made an illustration for you to show how to assemble this product.Please look at the illustration in the attachment.If you have any further question, please feel free to contact us again.Yours sincerely,(Your name)（2 2）关于商品细节）关于商品细节在回答客户关于商品的咨询时，售前客户服务人员也可以预先在回答客户关于商品的咨询时，售前客户服务人员也可以预先制作简明清晰的流程说明图示，这样需要撰写的文字部分就可制作简明清晰的流程说明图示，这样需要撰写的文字部分就可以变得非常简单虽然制作图示会花费一些时间，但是以后应以变得非常简单虽然制作图示会花费一些时间，但是以后应对很多类似的提问时，售前客户服务人员都可以使用已经做好对很多类似的提问时，售前客户服务人员都可以使用已经做好的图示进行方便快捷的解答。

的图示进行方便快捷的解答Q: Do you accept check or bank transfer? I do not have a PayPal account.A: Thank you for your inquiry.For the sake of simplifying the process, I suggest that you pay through PayPal. As you know, it always takes at least 23 months to clear an international check so that the dealing and shipping time will take too much time.PayPal is a faster, easier and safer payment method. It is widely used in online international business. Even if you do not want to register a PayPal account, you can still use your credit card to go through checkout process without any extra steps.Hope my answer is helpful to you.Yours sincerely,(Your name)（3 3）关于支付方式）关于支付方式一般来说，针对没有一般来说，针对没有PayPalPayPal账号的客户关于支付方式的咨询账号的客户关于支付方式的咨询，客户服务人员可以参考下面的例子回复问题，并推荐客户使，客户服务人员可以参考下面的例子回复问题，并推荐客户使用用PayPalPayPal进行付款。

进行付款Dear buyer,Thank you for the message. Please note that there are only 3 days left to get 10% off by making payments with Escrow (Creditcard, 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 any further questions. Thanks.Best regards,(Your name)（3 3）关于支付方式）关于支付方式如果客户选择第三方支付方式（如果客户选择第三方支付方式（EscrowEscrow），也可以参考如下），也可以参考如下邮件提醒客户折扣快结束了邮件提醒客户折扣快结束了Dear buyer,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 $. You can refresh the page to continue your payment. Thank you.If you have any further questions, please feel free to contact me.Best regards,(Your name)（3 3）关于支付方式）关于支付方式当客户购买多件商品时，客户服务人员可以在邮件中告诉客户当客户购买多件商品时，客户服务人员可以在邮件中告诉客户关于修改价格以及合并支付的操作。

关于修改价格以及合并支付的操作Q: Hello, seller, can the shipping fee be paid together as Ive bought several items from you? Please. send me just in one package, thanks!A: Hello, dear customer, thanks for your business!We have combined the shipping already and only charge you the shipping fee once. You can check the invoice Ive just sent to you 。