第2章

售前沟通与服务

目  录

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跨境电商售前信息推送

跨境电商售前咨询

跨境电商售前服务

跨境电商售前咨询

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课程内容

价格回复

样品、运费回复

支付

跨境物流

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01

价格回复

跨境电商售前咨询主要内容是：

跨境电商售前咨询

价格回复

样品、运费回复

支  付

跨境物流

价格回复

报价

当有订单询价时，回复函应包含如下内容：感谢对方询价、希望与对方沟通业务

、提供订单的条件和报价。示例如下：

Dear sir，

Thanks for your inquiry. We cherish this chance to do business with you

very much. If you order a quantity of 1，000, we can offer you the bulk

price of USD xxxx/piece with free shipping.

I look forward to your reply.

Regards

John

价格回复

买家砍价的回复

在交易过程中，经常遇到买家砍价的情形。在回复函中，首先要感谢对方的有意

购买，然后欣然接受并给予理由。如果不能接受，要表示歉意并给予理由。

卖家们在面对这样的潜在客户，要认真细致分析，促成交易达成，可以提供促成

交易达成的一些附加条件。

价格回复

买家砍价的回复

示例如下：

Dear John，

Thank you for your interests in my item.

I am sorry but we can t offer you that low price you asked for. We feel that the

price listed is reasonable and has been carefully calculated and leaves me

limited profit already.

However, we'd like to offer you some discounts on bulk purchases. If your order

is more than 10000 pieces, we will give you a discount of 5% off.

Please let me know for any further questions. Thanks.

Sincerely

Jack

02

样品、运费回复

有的买家在购买商品之前，希望可以有样品提供，对于有偿样品我们可以提供的

回复如下：

样品、运费回复

有偿样品

The order of a single sample product costs USD

xxxx with shipping fees included.

样品、运费回复

如果买家希望提供样品，而贵公司不支持样品时，则可以这样回复：

不能提供样品

Dear mike，

Thank you for your inquiry. I am happy to contact you.

Regarding your request, I am very sorry to inform you that we are not able to offer free

samples.

To check out our products, we recommend ordering just one unit of the product(the price may

be a little bit higher than ordering by lot).Otherwise, you can order the full quantity. We can

assure the quality because every piece of our product is carefully examined by our working

staff. We believe trustworthiness is the key to a successful business.

If you have any further questions please feel free to contact me.

Best regards

Michelle

样品、运费回复

如果买家不仅希望提供样品，又希望我们支付运费，若我们不同意支付运费，则可

以这样回复：

不同意买家免运费的要求

Dear sir,

Sorry, free shipping is not available for orders sent to America. But we give you a 3%

discount of the shipping cost.

John

03

支付

支付

由于是不同国家之间进行贸易交易，每个国家的支付方式也有差别，所以每一家

跨境电商平台都对支付做出了一些规定。

Payment:

•We accept alipay here.

•Escrow is our preferable payment.

•All major credit cards are accepted through secure payment processor

ESCROW.

支付

如选择escrow，并提醒折扣快结束了，示例如下：

Hello X,

Thank you for the message. Please note that there are only 3 days left to get 10% off

by making payments with Escrow(credit card, Visa, Master Card, money book 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 for any further questions. Thanks.

Best regards

(Your name)

04

跨境物流

跨境物流

物流是指物品从供应地向接收地实体流动的过程。在物品的流动过程中，根据

实际需要，物流包括运输、储存、装卸、包装、流通加工、配送、信息处理等

基本功能活动。

跨境电商物流路途遥远，涉及的物流费用较髙，各企业均采取各种方式减少物

流成本，有些建立海外仓，有些企业与国内的物流企业形成长期合作关系，有

了较为实惠的物流价格。因此，明确物流方式和与客户说明费用，是卖家必须

要做的事情。物流的费用占了产品成本的一部分。

跨境物流

Shipping:

•We will ship out your order within 3-5 days once your payment has been

verified by Amazon. If the product is out of stock, it may delay 2-5 days.

•Items are shipped from China using Airmail and reach most of the

countries within 10 to 25 business days.

•Delivery time depends on destination and other factors and it may

takeup to 30 business days.

每一家跨境电商的店铺都对物流做出了一些规定，如：

跨境物流

Dear Jack,

Thank you so much for your great support on us.

Usually it takes about 7-12 days for the item to reach you.

Any question,  feel free to contact us and we will reach you

at the soonest.

Best regards

(Your name)

1、卖家发货到达时间邮件模板

跨境物流

2、有时客户会有这样的要求：

Hello, but I do not want by DHL.

DHL delivery to my house is USD130, but I only pay USD8 sending by EMS.

If you send by DHL, I will not accept the order.

Thanks!

在进行妥善安排后，我们可进行如下回复：

We are happy to inform you that your order can be sent via EMS express！

跨境物流

We upgrade the logistics arrangement to make up the delay for the Chinese

New Year Holiday, but it would still reach you about 7-10 days later.

We hope you would like our products. Welcome to visit us again!

Best regards

(Your name)

3、遇到节假日或特殊时期，我们对物流做出了新的安排，表述如下：

跨境物流

Dear X,

Thank you for your inquiry.

I am sorry to inform you that our store is not able to provide shipping service to

your country. However, if you plan to ship your orders to other countries, please

let me know. Hopefully, we can accommodate future orders.

I appreciate for your understanding!

Sincerely

(Your name)

4、因为物流风险，卖家无法向买家所在国家发货时给出的回复如下:

B: Can you directly deliver the dress to my address?

S: Dear Daisy, We offer the shipping service. You can simply specify the

shipping address and we will deliver the order to your designated address.

5、买家询问是否有直销航运，此时可以回复：

跨境物流

谢谢大家