第4章

售后沟通与服务

目  录

4

.

1

4

.

2

4

.

3

4

.

4

催促评价的方法

修改评价及收到好评的

沟通方法

纠纷处理总流程

纠纷开始前的处理方法

4

.

5

4

.

6

4

.

7

纠纷开启时的处理方法

纠纷升级为平台纠纷的处理方法

客户维护的方法

客户维护的方法

4

.

7

课程内容

客户日常维护

推广宣传

01

02

客户维护的方法

与客户的感情交流是卖家用来

维系客户关系的重要方式，节

日的真诚问候、婚庆喜事、过

生日时的一句真诚祝福、一个

小礼物，都会使客户深为感动。

交易的结束并不意味着客户

关系的结束，在售后还须与

客户保持联系，以确保他们

的满足持续下去。

01

客户日常维护

客户日常维护

在维护客户中，试图和新客户建立业务往来关系也是极其重要的环节。

在这环节中，新客户的建立需要向客户介绍公司及产品优势，希望客

户能对公司的资质和产品特色所吸引。

1.建交函（新客户建立业务关系）

客户日常维护

Dear customer,

We'd like to introduce our company and products to you,  and hope that we may build

business cooperation in the future.

We are specializing in manufacturing and exporting ball pens for more than 6 years. We have

profuse designs with series quality grade and our price is competitive because we are the

manufacturer.

You are welcome to visit our store http://......which includes our company profiles and some

hot selling products. Should any of these items be of interest to you, please let us know. As a

very active manufacturer, we develop new designs every month. If you have interest in it, it's

my pleasure to offer news to you regularly.

Best Regards

(your name)

1.建交函（新客户建立业务关系）

客户日常维护

2.祝贺信

祝贺信是为了祝贺生意上的朋友

高升或得奖而发出的信。虽然祝

贺信是写给个人的，却和一般朋

友间的通信大不一样。它会影响

你今后业务的开展，使彼此间可

能形成一种微妙的亲密关系。

客户日常维护

Dear Mr. Smith,

Congratulations on your recent promotion to Deputy Managing Director of ABC

Trading Company. Because of our close association with you over the past ten

years, we know how well you are qualified for this important office. You earned

the promotion through years of hard work and we are delighted to see your

true ability win recognition.

Congratulations and best wishes for continued success.

Sincerely

Blank Lee

Import manager

2.祝贺信

客户日常维护

3.节日问候

给已经联系的客户或者新开发的客户，发节日祝福

邮件，一是维护好客户关系，二是和客户沟通确认

细节，推荐产品，让客户记住你，对你有印象。

客户日常维护

Dear customer,

Merry Christmas and happy New Year! The Christmas and New Year holiday is coming near

once again. We would like to extend our warm wishes for the upcoming holiday season and

would like to wish you and your family a Merry Christmas and a prosperous New Year. May

your New Year be filled with special moment, warmth, peace and happiness, the joy of covered

ones near, and wishing you all the joys of Christmas and a year of happiness.

It's my honor to contact with you before, and my duty is to give you our best products and

excellent service. Hope the next year is a prosperous and harvest year for both of us Last but

not least, once you have any inquiry about ***** (products ) in the following days, hope you

could feel free to contact with us, which is much appreciated.

Sincerely

(your name)

3.节日问候

客户日常维护

Dear xxx,

Many thanks for your contiguous supports in the past years. We wish both

business snowballing in the coming years.

May your New Year be filled with special moment, warmth, peace and

happiness,  the joy of covered ones near, and wishing you all the joys of

Christmas and a year of happiness.

Last but not least, once you have any inquiry about products in the following

days, hope you could feel free to contact with us, which is much appreciated.

Sincerely

(your name)

3.节日问候

客户日常维护

Dear xx，

As Easter Day is approaching, I do like to cherish this opportunity to wish you

Happy Easter Day and brilliant life.

Regarding the xx product we talked before, the unit price is xx and packed in

polybags. 10 pieces is put in one carton 20X25X30cm And the carton weight is

5 KG. The delivery time is 10-15 days. Is this information correct and enough?

Happy Easter and enjoy your life. We are always ready to offer you best

service if you kindly let me know.

Sincerely

(your name)

3.节日问候

客户日常维护

4.问候老客户

非节假日问候老客户的主要目的是向客户介绍店铺的最新优惠活动，或者

向客户介绍公司的最新产品。除了这两个目的，单纯性的问候也必不可少，

以免客户遗忘店铺。

问候可以加深客户对之前有过购物经历的店铺的印象。

客户日常维护

Dear xxx,

It has been a long time we did not make contact. How are you doing?

Would you please kindly let us know what kind of the product you are looking

for recently? If you have any new inquiry,  please let us know and we would

quote you our best price.

Attached is the updated price lists for your reference. Thanks for your attention.

Sincerely

(Your name)

4.问候老客户

02

推广宣传

推广宣传

1.推荐订阅店铺

产品邮件推送功能是速卖通平台为买家和

卖家双方搭建起来的一个沟通渠道。买家

一经订阅，每周都可以收到平台最新的优

质产品和优质店铺信息，以及买家通过关

键词或行业订阅的相关信息。卖家可以利

用这个功能，推荐买家订阅卖家的店铺，

即可让买家在第一时间了解卖家的最新产

品。

推广宣传

Dear buyer,

Thanks you for showing interest in my products. In

order to offer a better service and keep you updated

with the latest promotions and products, please

subscribe to my store. Any problem of subscribing,

please refer to help. aliexpress. com/alert subscribe.

html

Sincerely

(your name)

Sample 1

推广宣传

Dear buyer,

Welcome to subscribe to my store. By a few

clicks you can enjoy our VIP service such as the

latest updates from new arrivals to best-selling

products on a weekly basis etc. Any problem of

subscribing, please refer to help aliexpress.

com/alert subscribe. html

Sincerely

(your name)

Sample 2

推广宣传

2.营销活动推荐

营销推广的手段无非有以下几种：优惠券、限时秒杀、打折

促销、会员优惠、抽奖活动等。

这些活动都可以在一定程度上促进网站订单量的提升，那么，这些推广活动的开展除

了吸引新客户以外，还有就是为了让店铺的老客户能再次进行购买，增加老客户的回

头购买率。

推广宣传

Dear buyer,

Right now Christmas is coming, and Christmas gift has a large

potential market. Many buyers bought them for resale in their

own stores, and it's high profit margin product. Here is our

Christmas gift link, please click to check them. If you want to

buy more than 10 pieces, we can also help you get a wholesale

price. Thanks.

Regards

(your name)

Sample 1

推广宣传

Dear buyer,

Thank you for shopping in my shop.

To express our gratefulness to all our customers, a series of

promotional activities will be held from June 1st to 7th by your

company, such as $15 off orders of $99 or more, 22% off for all

the products and different coupons for your choice. There are

only 7 days left for the activities.

Don't hesitate to visit us.

Regards

(your name)

Sample 2

谢谢大家