跨境电子商务 课件 跨境电商客服--售前客服.pptx

跨境电子商务Cross-Border E-Commerce第八章 跨境电商客户服务 任务一 售前客户服务 跨境电子商务Cross-Border E-Commerce售前客户服务境外客户在下单前或付款前遇到一些麻烦或问题，客户服务人员要在短时间内解决客户问题，加强客户付款的意愿。以下模板为部分售前客户服务沟通模板，供大家参考。跨境电子商务Cross-Border E-Commerce目 录1初次光顾CONTENTS2还价3客服回复信息不及时跨境电子商务Cross-Border E-Commerce初次光顾PART1跨境电子商务Cross-Border E-Commerce售前客户服务1.初次光顾当客户光顾你的店铺并询问产品信息时，售前客户服务人员与客户初次打招呼要亲切、自然，尽量在初步沟通时把产品情况介绍清楚。 Hello，dear friend.Thank you for your visiting to my store.You can find the products you need in my store.If there is nothing you need,you can tell us, we can help you find the source.Please feel free to buy anything!Thanks again.跨境电子商务Cross-Border E-Commerce还价PART2跨境电子商务Cross-Border E-Commerce售前客户服务2.还价当客户有购买意图，并询问价格和折扣的时候，客户服务人员要回应客户的还价要求。通常购买多件同类商品时，可考虑给予一定的折扣。 Thank you for your interest in our item. We are sorry for that we can＇t offer you that low price your bargained .Our profit margin is already very limited .However , We＇d like to offer you some discount if you purchase more than 3 pieces in one order,a 5% discount will be given to you.Thanks.跨境电子商务Cross-Border E-Commerce客服回复信息不及时PART3跨境电子商务Cross-Border E-Commerce售前客户服务3.客服回复信息不及时若遇到周末回复客户信息不及时，客服人员要表示歉意，错过了最佳24小时回复时间，可通过主动打折的方式赢得客户。 Dear friend ,I am sorry for the delayed response due to the weekend . And to show our apology for our delayed response , we will offer you 5% off . Please let me know if you have any further questions . Thanks!跨境电子商务Cross-Border E-Commerce谢 谢THANKS FOR YOUR ATTENTION