跨境电商

    创业实务

模块6

客户服务

模块6 客户服务

任务6.1 售前服务

任务6.2 售中服务

任务6.3 售后服务

任务6.4 跨境电商客服策略

任务6.5 亚马逊卖家成功处理纠纷案例

任务6.1

售前服务

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01

02

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03

03

信息推送

售前咨询

促成交易

PART 01

售前推送

售前推送

概念

售前推送

在售前信息推送部分，主要包括问候寒

暄、公司简介和产品简介。

在线沟通时，会涉及问候、

欢迎来客、提供帮助等寒暄

语句。

问候寒暄

售前推送

问候寒暄

问候寒暄时，要表现亲切、热情，我们常用的寒暄语句有如下几种：

Greeting

Hello/Hello，Dear Friend !

Welcome

Thanks for your visiting to my

online store!

What may I do for you?

Is there anything you like?

company & product

……

Further help

If you can't find anything you like,

you can tell us, and we will help

to find the source!

Thanks again.

售前推送

问候寒暄

售前推送

公司简介

在公司，我们会接触很多资料，

诸如公司的历史、地理位置、技

术、实力、荣誉和产品简介。但

如何在众多的资料中，筛选出关

键和有效的信息呢？

Let me introduce our company.

Shaoxing Xintianhai Color Printing Limited Corporation was established in 2007.

The company covers an area of 800 square meters with a total investment of

RMB300, 000. The existing staff is more than 100 people.

Upholding the principle of Quality First,Customers First, our company provides

customers with a variety of beautiful and comfortable scarves.

Our products are very popular in both global market and domestic market.

公司简介1

售前推送

公司简介

We are one of the biggest suppliers of Electronic Shaver on Amazon. With more

than 3 years' experience in world trade, we are able to provide the best prices,

the highest quality and the superior service. We inspect our products before

shipping them out and provide a l-year warranty for all products. We promise to

give you a full refund if the products are not as described.

If you have any questions, please contact us. We are happy to help you.

售前推送

公司简介

公司简介2

两个公司的简介

分别有哪些缺点和优点呢？

售前推送

公司简介

简介1用词更加的书面。

刚入行的学院派毕业生对行业和产品的知识较为欠缺，对文体结构和文字

用词要求都比较高，他们在向客户推荐公司的时候往往把文字写的很精彩，

但对于常规行业用词、商业信息量却是远远不够的。

简介2用词更加商业化，更能激发客户的关注和兴趣。

它指出了公司经营的产品，提到了客户关注的价格、质量、服务、产品的

质量保证和售后、退换等系列信息。这些信息是达到推销目的的关键，与

购买者的利益息息相关，也是买方最先关注、询问的信息。

售前推送

公司简介

售前推送

公司简介

从上面两个公司简介的邮件来看：

公司简介总结

在公司简介中，应尽可能多、有技巧、恰当地呈现行业用

词和商业信息量，而不是单一地只注重文采。

售前推送

产品简介

产品简介主要分为两点：一个是产品简介概述；另一个是产品推荐信。

产品推荐信

产品推荐信为商务

信函的一种，让顾

客和潜在顾客更加

了解公司的产品。

产品简介概述

在产品方面，常常遇到

的是材质、规格尺寸、

使用方法以及其他问题。

卖家在跟客户交流这方

面的问题时需要据实相

告，简要列出产品特点，

避免造成纠纷。

产品简介

产品简介概述

如：jelly candles果冻蜡烛

售前推送

产品简介

它的产品简介包括规范概述

（Specifications  overview）和

产品特点（Features）。

1、果冻蜡烛的规范概述（Specifications  overview）

Specifications  overview：

Type: Floating

Material: Paraffin Wax

Feature: Scented

Color: Blue

Shape: Star

Handmade: Yes

Use: Birthdays

Place of Origin: Zhejiang， China (Mainland)

Brand Name: yp

Model Number: GD-009

Handmade: Yes

Packaging Details: Color box packing: then packing into export carton or as

customers requirement

Delivery Detail: 7-10 days after received the deposit

售前推送

产品简介

产品简介概述

2、果冻蜡烛的产品特点（Features）

（1）Material: glass, jar, jelly, wax

（2）Shape（形状）: more shapes are available

（3）Colors（颜色）: more colors are available

（4）Scent（香味）: more scents are available

（5）Available with different colors, sizes, scent and packing ways to meet customer'

requirements

（6） Customers' designs are welcomed

（7） Customized logo printing available

（8） We can also supply jelly candles, plating candles, jar candles, floating candles,

Christmas candle

售前推送

产品简介

产品简介概述

典型的产品推荐信有一些固定的内容，内容包括：称呼、正文、信尾敬

语、签名。正文部分要提出产品名，概括新产品是什么，简要列出产品

特点。

产品推荐信

售前推送

产品推荐信

在英文推荐信中，由于客户关心的更多是产品以及成本，所以信中要抓

住重点，把产品特性放在英文推荐信的首位，同时，对客户的利益点要

指出。

Dear xxx:

Our******（产品名）can provide excellent benefits to your company.

People with little or no art experience can still create their own masterpieces themselves!

（一句话概括新产品是什么）

Products Features（简要列出产品特点）：

（1）Brand new and creative concept for DIY crafts;

（2）Easy to handle, amazing decor effects, exciting using experience;

（3）Great gifts for birthday, anniversaries, Christmas and Valentines Day;

（4）Multi-purpose available: Scratch board art could also be used as a clock and photo frame;

（5）Affordable High quality and museum class scratch board, no toxic and environmentally friendly.

I look forward to hearing from you soon.

Sincerely

Your Shirley

Website:

Tel:

Fax:

售前推送

产品推荐信

产

品

推

荐

信

案

例

PART 02

售前咨询

售前咨询

内容

价格回复

样品、运费回复

支  付

跨境物流

跨境电商售前咨询主要内容是：

售前咨询

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.

Best Regards

John

报价

售前咨询

价格回复

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：

买家砍价

售前咨询

价格回复

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。

Dear John，

Thank you for your interests in my item.

I am sorry 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 do not hesitate to contact me if you have any further question. Thanks.

Sincerely

Jack

售前咨询

价格回复

示例如下：

海关税咨询

有时候客户会担心在货物到达海

关后需要支付额外费用。此时客

服应该如实向客户进行解释，必

要时需要引导客户向当地海关咨

询，不能欺骗客户购买。

售前咨询

价格回复

Dear customer,

Thanks for your inquiry and I am happy to contact you.

I understand that you are worried about any possible extra cost for this item. Based on past

experience, import taxes falls into two situations.

First, in most 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. As to specific rates, please consult your local

customs office.

If you have any questions, please let us know.

Best Regards

(Your name)

示例如下：

售前咨询

价格回复

售前咨询

样品、运费回复

有偿样品

The order of a single sample product costs USD xxxx with shipping fees

included.

当买家在购买商品之前，希望可以有样品提供，对于有偿样品客服可以回复

如下：

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 unable 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

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：

售前咨询

样品、运费回复

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.

Best Regards

John

如果买家不仅希望提供样品，又希望卖家支付运费，若不同意支付运费，则可以

这样回复：

售前咨询

样品、运费回复

售前咨询

支付方式

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。如：

Payment:

•We accept alipay here.

•Escrow is our preferable payment.

•All major credit cards are accepted through secure payment

processor ESCROW.

售前咨询

支付方式

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 do not hesitate to contact me if you have any further question. Thanks.

Best Regards

(Your name)

售前咨询

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。

跨境电商物流距离远，物流费用较髙，各企业为了减少物流成本，选择建立海

外仓，或者是与国内的物流企业形成长期合作关系。

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。

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：

售前咨询

跨境物流

卖家发货到达时间邮件模板

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)

售前咨询

跨境物流

示例如下：

节假日或特殊时期的物流安排

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)

遇到节假日或特殊时期，卖家对物流做出了新的安排，表述如下：

售前咨询

跨境物流

PART 03

促成交易

促成交易的表现形式

促成交易

表现形式

促成交易表现为以下三种形式：

客户询价后，库存不多，催促下单；

客户下单后，没有及时付款，需提醒买家尽快付款，可以采取多渠道贏

取客户下单；

对于回复不够及时的客户表示歉意，同时通过主动打折，给予订单截止

日期的方式赢取客户。

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)

强调货物受欢迎，不能保证库存满足其需求。

促成交易

表现形式

1、客户询价后，催促下单，库存不足

2、客户下单后未及时付款，提醒买家尽快付款

Dear X,

We appreciated your purchase from us. However, we noticed that you haven't made the

payment yet. This is a friendly reminder to you to complete the payment transaction as soon

as possible. Instant payments are very important; the earlier you pay, the sooner you will get

the item.

If you have any problems making the payment, or if you don’t want to go through with the

order, please let us know. We can help you to resolve the payment problems or cancel the

order.

Thanks again! Looking forward to hearing from you soon.

Best Regards

(Your name)

强调货物受欢迎，若未能及时付款无法保证及时发货。

促成交易

表现形式

3、未及时回复信息，表示歉意

Dear friend,

I am sorry for the delayed response due to the weekend(or holiday). We do have this item in

stock, and to show our apology for the delayed response, we will offer you 10% off. Please

make the payment before Friday to enjoy this discount. Thank you.

Please let me know if you have any further questions.

Best Regards

(Your name)

强调用折扣的方式表示歉意，若未能及时付款折扣将消失

。

周末或者节假日有可能导致回复不够及时，可以先表示歉意，因为错过了最佳的

24小时回复时间，卖家可以通过主动打折的方式来贏取客户。

促成交易

表现形式

谢谢观看！