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之前我们讲过很多篇关于选品、营销的文章，明天我们就来说讲怎样办事好我们的客户吧。 客户营销是以客户为中心的营销方式，它是一个全新的系统。客户营销不但满足了客户对商品格量的最少要求，而且重点满足客户的精神需求。客户对商品利用后发生的口碑是天下上最好的广告。 那末作为电商人，我们在做好产物营销的时辰，万万别让你的客户营销拖了后腿。明天我们删繁就简，首要讲讲客服工作——好好措辞。 客服的答复有几点原则，简单概括如： 答复实时（答复买家询盘的黄金时候是24小时内） 很多消耗者也晓得美国和中国存在时差，但他们还是会挑选守在电脑前期待您的答复。实在很多美国买家底子不喜好花费时候在无聊的期待中，所以他们会同时和多个跨境卖家停止相同，假如您是第一个答复他的，就会间接告竣合作，反之就只能不了了之了。是以做跨境电商，一定要在收到询盘以后实时答复，方可提升成交几率。 内容专业（清楚，简洁，完整） 读完客户询盘信息以后要有一个整体概念，并分析出买家的目标，参考各类身分，赐与正确、完整的答复。对由于各种缘由临时不能答复的，应尽早给告诉买家可以什么时辰答复他提出的题目，而不是置之不理。 2、针对美国客户，倡议回答询盘题目开宗明义。间接告诉他们产物的特点，假如报价恰幸亏他们心里可以接管的范围，他们就会立即下单。除此之外，一定要用精炼的说话传递清楚您的意义便可以了。 3、在客户询问价格的时辰 ，倡议卖家应当按照买家的要求尽能够具体地描写自己的产物和可以供给的售后办事，将上风夸大出来。除了夸大产物上风，突出先容售后办事也是很需要的。比如包邮、发货送货时效快等等。 格式标准（别疏忽问候语，竣事语等细节） 前面模板会有一些树模。 答复信息渠道挑选 美国客户一般对交际收集有着特此外爱好，所以跨境卖家可以在平常的相同中多利用交际工具停止询盘接待，这样可以在和客户相同时构成一个共鸣的同时，也会让客户感觉和您之间是不存在间隔的，从而可以构成一个良性的相怜悯况。 下面给一些模板给大师参考： 1.回应买家砍价 亲爱的x， 感激您对我的物品的关注。 抱歉，我们不能为您供给您所要求的低价。 我们以为所列价格公道，经过经心计较，已经给我带来了有限的利润。 可是，我们想为您供给一些批量采办的折扣。 假如您的定单跨越X件，我们将为您供给xx％的折扣。 若有其他任何题目，请让我晓得。感谢。 真诚的 （你的名字） Dear x, Thank you for your interest in my items. Sorry, we cannot offer you the low price you requested. We think the prices listed are reasonable and after careful calculation, they have brought me limited profits. However, we would like to offer you some discounts for bulk purchases. If your order exceeds X pieces, we will offer you a xx% discount. If you have any other questions, please let me know. Thank you. Sincerely (name) 2.客户敦促下单，但产物的库存不多 亲爱的X， 感激您的查询。 是的，我们有库存该项目。你想要几多？现在，我们只剩下X种色彩中的X种。由于它们很是受接待，是以该产物很快就会被抢购一空。请尽快下定单。 感谢！ 最好的祝愿， （你的名字） Dear X, Thank you for your inquiry. Yes, we have this item in stock. How much do you want? Now we have only X of the X colors. Because they are so popular, the product will be sold out quickly. Please place your order as soon as possible. Thank you! Best wishes, (name) 3.客户所要产物缺货 亲爱的X， 很抱歉告诉您该商品今朝无货。我们将与工场联系以检察何时可以再次利用它们。别的，我们想向您保举其他一些不异气概的商品。我们希望您也喜好它们。 您可以单击以下链接将其签出。 http：//www.… 若有其他任何题目，请让我晓得。感谢。 最好的祝愿， （ 你的名字 ） Dear X, We’re sorry to inform you that this item is currently out of stock. We will contact the factory to see when they can be used again. In addition, we would like to recommend you some other products of the same style. We hope you like them too. You can click it out to check it out. http: //www.… If you have any other questions, please let me know. Thank you. Best wishes, ( name) 4.由于周末致使答复不够实时，先暗示遗憾意向（由于错过了最好24小时答复时候所以可经过自动打折的方式赢取客户。） 亲爱的X， 对不起，由于周末的到来，我感应抱歉。 是的，我们有库存该项目。为了向我们提早的答复暗示歉意，我们将为您供给10％的折扣。请在星期五之前下定单以享用此折扣。 感谢！ 假如您还有其他疑问，请告诉我。感谢。 最好的祝愿， （ 你的名字 ） Dear X, Sorry, I am sorry for the arrival of the weekend. Yes, we have this item in stock. To apologize for our delayed response, we will offer you a 10% discount. Please place your order by Friday to enjoy this discount. Thank you! If you have any other questions, please let me know. Thank you. Best wishes, ( name) 5.提醒买家尽快付款的几个模板 1）尊重的X， 感激您向我们采办。 可是，我们留意到您尚未付款。 这是一个友爱的提醒，希望您尽快完成付款买卖。立即付款很是重要；付款越早，您越早获得该物品。 假如您在付款时碰到任何题目，大概不想履行该定单，请告诉我们。我们可以帮助您处理付款题目或取消定单。 再次感激！ 期待很快可以收到你的来信。 最好的祝愿， （你的名字） Dear X, Thank you for purchasing from us. However, we noticed that you have not paid yet. This is a friendly reminder and we hope you complete your payment transaction as soon as possible. Instant payment is important; the sooner you pay, the sooner you get the item. If you have any problems with your payment or don’t want to execute the order, please let us know. We can help you resolve payment issues or cancel your order. Thanks again! Looking forward to hearing from you soon. Best wishes, (your name) 2）尊重的X， 感激您从我们这里订购。您已挑选我们商铺中最畅销的产物之一。它以其良好的品格和具有合作力的价格而很是受接待。现在，我们只剩下X种色彩中的X种。我们想告诉您，该产物很快就会有售罄的高风险。 我们留意到您尚未完成定单的付款进程。假如您现在采办，我们想为您的定单供给10％的折扣，以确保该产物不会售罄。确认付款后，我们会在24小时内寄出您的定单。假如您需要任何帮助或有任何疑问，请告诉我们。 最好的祝愿， （你的名字） PS：我们是Dhgate上最大的供给商之一。凭仗跨越3年的天下贸易经历，我们可以供给最优惠的价格，最优良的产物和优良的办事。在发货之前，我们会检查产物，并为一切产物供给1年保修。假如产物与描写不符，我们许诺将全额退款。 假如您有任何疑问，请与我们联系; 我们很愿意为您办事。 Dear X, Thank you for ordering from us. You have selected one of the best selling products in our store. It is very popular for its excellent quality and competitive price. Now we have only X of the X colors. We want to inform you that this product will soon be sold out at high risk. We noticed that you have not completed the payment process for your order. If you buy now, we would like to offer a 10% discount on your order to ensure that the product will not be sold out. After confirming the payment, we will send your order within 24 hours. If you need any help or have any questions, please let us know. Best wishes, (your name) PS: We are one of the largest suppliers on XX. With more than 3 years of experience in world trade, we are able to provide the best prices, best products and quality services. Before shipping, we inspect the products and provide a 1 year warranty on all products. If the product does not match the description, we promise a full refund. If you have any questions, please contact us; we will be happy to help you. 6.关于付出，提醒折扣快竣事了 您好X，感激您的留言。请留意，仅剩3天的时候可以经过Escrow（信誉卡，Visa，MasterCard，moneybookers或Western Union）付款获得10％的折扣。请尽快付款。我还将向您发送其他礼物，感谢。假如您还有其他疑问，请告诉我。感谢。最杰出的祝愿， （你的名字） Hello X, Thank you for your message. Please note that there are only 3 days left to receive a 10% discount via Escrow (credit card, Visa, MasterCard, moneybookers or Western Union) payments. Please pay as soon as possible. I will also send you additional gifts to thank you. If you have any other questions, please let me know. Thank you. Best wishes, (your name) 7.合并付出及点窜价格的操纵 亲爱的X， 假如您想订购多个商品，请先单击“增加到购物车”，然后单击“立即采办”，并仔细检查您的地址和定单具体信息，然后再单击“提交”。以后，请告诉我，我将价格下调至US $ XX。您可以革新页面以继续付款。感谢。 假如您还有其他疑问，请随时与我联系。 最好的祝愿， （你的名字） Dear X, If you want to order multiple items, click “Add to Cart”, then “Buy Now”, double-check your address and order details, then click “Submit” After that, please let me know and I will lower the price to US $ XX. You can refresh the page to continue making payments. Thank you. If you have any other questions, please feel free to contact me. Best wishes, (your name) 8.说明海关税的一些情况 亲爱的X， 感激您的询问，我们很兴奋与您联系。 我们领会到您担忧此商品能够会发生任何额外用度。按照曩昔的经历，进口税分为两种情况。 首先，在大大都国家/地域，类似的小型或低本钱商品在买方方面不触及任何额外用度。 其次，在某些情况下，即使采办量很小，买家也能够需要付出一些进口税或海关用度。至于具体价格，请征询您当地的海关。 感激您的了解！ 真诚的 （你的名字） Dear X, Thank you for your inquiry, we are happy to contact you. We understand that you are concerned that this item may incur any additional charges. Based on past experience, import taxes fall into two situations. First, in most countries, similar small or low-cost items do not involve any additional costs for the buyer. Second, in some cases, buyers may have to pay some import taxes or customs fees even if the purchase is small. For specific prices, please consult your local customs. Thank you for your understanding! Sincerely (your name) 9.定单超重致使没法利用小包免邮的答复 亲爱的X， 不幸的是，该产物没法免费送货；对不起，我感应困惑。 只要重量小于2kg的包裹可免得费送货，可以经过中国邮政航空邮件停止包裹。可是，您要采办的物品重量跨越2kg。 您可以挑选其他快递公司，例如UPS或DHL（这将包括运费，但也要快很多）。您可以零丁下定单，确保每个定单的重量都小于2kg，以操纵免费送货的上风。 假如您还有其他疑问，请随时与我联系。 最好的祝愿， （你的名字） Dear X, Unfortunately, this product cannot be shipped for free; I’m sorry I’m confused. Only parcels weighing less than 2kg can be delivered free of charge. Parcels can be delivered via China Post airmail. However, the item you want to buy weighs more than 2kg. You can choose other courier companies, such as UPS or DHL (this will include shipping costs, but also much faster). You can place your orders individually, ensuring that each order weighs less than 2kg to take advantage of free shipping. If you have any other questions, please feel free to contact me. Best wishes, (your name) 10.已发货并奉告买家 亲爱的X， 感激您与我们购物。 我们已于2月10日经过EMS输送您的定单（定单ID：xxx）。跟踪号为xxx。到达目标地需要5-10个工作日，但请检察跟踪信息以获得更新信息。感激您的耐心期待！ 假如您还有其他疑问，请随时与我联系。 最好的祝愿， （你的名字） Dear X, Thank you for shopping with us. We have shipped your order via EMS on February 10th (Order ID: xxx). The tracking number is xxx. It takes 5-10 business days to reach the destination, but please check the tracking information for updated information. Thanks for your patience! If you have any other questions, please feel free to contact me. Best wishes, (your name) 11.由于物流风险，卖家没法向买家国家发货时指定的答复 亲爱的X， 感激您的查询。 很抱歉告诉您，我们的商铺没法向您地点的国家/地域供给送货办事。可是，假如您筹算将定单输送到其他国家/地域，请告诉我；希望我们能包容未来的定单。 感激您的了解！ 真诚的 （你的名字） Dear X, Thank you for your inquiry. We’re sorry to inform you that our store is unable to provide delivery services to your country. However, if you plan to ship your order to another country, please let me know; I hope we can accommodate future orders. Thank you for your understanding! Sincerely (your name) 12.物流碰到的题目 亲爱的X， 感激您的查询; 很兴奋与您联系。 我们想确认我们是在2020年3月30日寄出包裹的。可是，由于送货公司的输送题目，我们得知包裹没有到达。我们经过EMS重新发送您的定单；新的跟踪号是： XXX。凡是需要7天赋能到达目标地。未便之处，敬请谅解。感激您的耐心期待。 假如您还有其他疑问，请随时与我联系。 最好的祝愿， （你的名字） Dear X, Thank you for your inquiry; I am happy to contact you. We want to confirm that we sent the package on March 30, 2020. However, due to shipping issues with the delivery company, we learned that the package did not arrive. We resend your order via EMS; the new tracking number is: XXX. It usually takes 7 days to reach the destination. Sorry for any inconveniences caused. Thanks for your patience. If you have any other questions, please feel free to contact me. Best wishes, (your name) 13.假如买家希望供给样品，而贵公司不支持样品时，可以这样答复 亲爱的X，感激您的查询; 很兴奋与您联系。关于您的要求，很抱歉告诉您我们没法供给免费样品。要检查我们的产物，我们倡议仅订购一种产物（价格能够高于批量订购）。否则，您可以订购全数数目。由于我们的员工已经仔细检查了我们的每件产物，所以我们可以保证质量。我们相信诚信是成功营业的关键。假如您还有其他疑问，请随时与我联系。最好的祝愿， （你的名字） Dear X, Thank you for your inquiry; I am happy to contact you. Regarding your request, we are sorry to inform you that we cannot provide free samples. To check our products, we recommend ordering only one product (the price may be higher than bulk ordering). Otherwise, you can order the full quantity. We can guarantee the quality because our staff have carefully checked every piece of our products. We believe that integrity is the key to successful business. If you have any other questions, please feel free to contact me. Best wishes, (your name) 上述模板希望能在外贸电商答复买家询盘时有所帮助，记得把有用的收藏夹，大概分享给身旁的朋友！英文版来自谷歌翻译，若有语法毛病，接待斧正，请联系客服蜜斯姐vx：unsunl （来历：Unsunl不小不大） 以上内容属作者小我概念，不代表雨果网态度！本文经原作者授权转载，转载需经原作者授权赞成。 上雨果网搜索“跨境材料库”,支付欧美/东南亚列国市场商机、各大平台热销品报告、跨境电商营销白皮书！ |
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