第2章
售前沟通与服务
课程内容
促成交易
提供信息
01
02
01
促成交易
跨境电商售前服务
协助客户做好工程规划和系统需求分析，使得我们的产品能够最大限度地满足用
户需要，同时也使客户的投资发挥出最大的综合经济效益。
“售前服务的
主要目的”
对于交易过程中的疑问，要深入了解并及时告知客户，如解释海关税(customs
tax)；如遇折扣、断货的情况，应及时告知客户；如有假日活动也可向买家推荐产
品信函。
解释海关税
告知断货
告知假日
活动
跨境电商售前服务
跨境电商平台数据显示，在买家通过邮件询盘产生的订单中，90%以上是在买家发送
询盘的24小时内回复的！海外买家来了很多询盘，在买家发送询盘的24小时内回复，
才有最大的概率把询盘变成实实在在的订单呀！
促成交易
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!
Best regards
(Your name)
1、催促下单，库存不足
促成交易
强调货物受欢迎，不能保证库存满足其需求。
Dear X
We appreciate your order from us. You have chosen one of the best-selling 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 within24 hours once your payment is confirmed. If you
need any help or have any questions, please let us know.
Best Regards
(your name)
2、提醒买家尽快付款
促成交易
强调货物受欢迎，若未能及时付款无法保证及时发货。
Dear Daisy，
Thanks for your message.
The price we offer is lower than the market price. And as you know, as the
shipping cost is really high, our profit margin for this product is very limited.
However, we can offer you a XXX discount if you purchase more than
xxxx pieces in one order.
3、提醒客户折扣
促成交易
强调利润不高，只能在量多的基础上打折。
4、未及时回复信息，表示歉意
Dear X,
I am sorry for the delayed response due to the weekend. Yes, we have this item
in stock. Please let me know if you have any further questions. Thanks!
Best Regards
(Your name)
促成交易
促成交易
4、未及时回复信息，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，给予订单截止日期的
方式赢取客户。
态度要诚恳，必要时给客户优惠以挽回客户。
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!
02
提供信息
Dear Mike,
Thank you for your inquiry and I am happy to contact you.
I understand that you are worried about any possible extra cost for this item. As to specific rates,
please consult your local customs office.
Based on the past experience, import taxes fall into two situations: First, inmost countries, it did
not involve any extra expense on the buyer side for similar small or low-cost items. Second, in
some individual cases, buyers might need to pay some import taxes or customs charges even
when their purchase is small.
I appreciate for your understanding!
Sincerely
John
1、海关税
提供信息
让客户有心理准备，有可能会征收海关税。
Dear X，
We are sorry to inform you that this item is out of stock at the moment. We will
contact the factory to see when they will be available again. Also, we would like
to recommend to you some other items which are of the same style. We hope
you like them as well. You can click on the following link to check them out.
http: //www. amazon ...
Please let me know for any further questions. Thanks!
Best regards
(Your name)
2、断货回复
提供信息
推荐类似的货物给客户。
Dear sir,
As Christmas/New year. Is coming, we found***(产品名)has a large potential market.
Many customers are buying them for resale on Ebay or in their retail stores because of its
high profit margin. We have a large stock.
Please click the following link to check them out. If you order more than 10pieces in one
order, you can enjoy a wholesale price of USD3000. Thanks!
Regards
John
3、产品推荐信
提供信息
及时推荐折扣和促销产品。
假日是推销产品的绝佳时机。因此商家应充分把握好节假日商机，在节假日进行
营销计划，采取假日优惠。我们来看一篇产品假日推荐信函。
谢谢大家