《跨境电商客户关系管理》课件——跨境客户的开发 掌握message回复.pptxVIP

掌握message回复《跨境电商客户关系管理》

情景描述任务导入任务操作知识点讲解目录

情景描述李晓运营eBay店铺李晓收到了客户咨询产品细节的message

任务导入跨境电商哪些流程需要与顾客进行message往来？李晓想知道：

任务操作刊登上架在平台进行产品详情描述

知识点讲解一、售前接触二、售中维系三、售后维护

知识点讲解一、售前接触对本公司产品或服务的彻底了解对相关平台政策的基本认知对顾客心理的适当猜测

知识点讲解（一）议价buyer：Canyougivemesomediscount,ifIbuymore?seller：Dearfriend,Thankyouforyourmail.Couldyoupleasetellusyourlocation?wellcalculateditandcouldyoupleasetellushowmanydoyouneed?Waitingforyourreply.Haveaniceday,

知识点讲解（二）合并运输buyer：Hello,seller,canyoucombineshippingformeasI’veboughtseveralitemsfromyou?Pleasesendmejustinonepackage,thanks.seller：Dearcustomer,Thanksforyourmail.Wehavecombinedtheshippingalreadyandonlychargeyoutheshippingfeeonce.YoucanchecktheinvoiceIvejustsentittoyouandpleasemakethepaymentthroughtheinvoicedirectly.Anyotherquestions,feelfreetoletusknow.Haveaniceday,

知识点讲解（三）产品问题buyer：AsiaorUSsize?seller：Dearcustomer,Thankyouforyourattention.AsyoucanseeourlocationisDongguan,China,andoursupplierisalsoinChina,youcouldcheckthesizechartinthelisting.Youcouldbeassured,allofouritemswithhighquality.Ifanyquestionpleasecontactus.Haveaniceday,

知识点讲解二、售中维系售中是指从买家下单后到买家签收货物这个阶段。沟通主要是发货确认、物流问题、告知客户产品的物流信息，以让客户掌握产品的动向。

知识点讲解（一）更换地址Dearfriend,Thankyouforyourmail.Wehavechangedtheaddressforyou.Hopeyouwillgetitsoon.Ifyouhaveanyquestion,pleasecontactus.Haveaniceday,

知识点讲解（二）卖家缺货取消订单Dearfriend,Thanksforpurchasingfromus.However,weareverysorrytoinformyouthatwhenwewerepreparingtoshiptheorder,wefoundthelastfewpiecesinstockaredamagedandnotsuitableforsale.Aftercontactingoursupplierurgently,theypromisedustooffernewsupplyandinformedthatreplacementwillbeavailableonXXX.Therefore,pleasenotethatyouritemwillbedelayedforXXXdays.Isthisokforyou?Yourunderstandingisappreciated.Weapologizeforthedelay.Wai