其他

客户营销怎么做?先从好好说话做起(附回复模板)

之前我们讲过很多篇关于选品、营销的文章,今天我们就来讲讲怎么服务好我们的客户吧。

客户营销是以客户为中心的营销方式,它是一个全新的体系。客户营销不仅满足了客户对商品质量的起码要求,而且重点满足客户的精神需求。客户对商品使用后产生的口碑是世界上最好的广告。

那么作为电商人,我们在做好产品营销的时候,千万别让你的客户营销拖了后腿。今天我们删繁就简,主要讲讲客服工作——好好说话。

客服的回复有几点原则,简单概括如:

回复及时(回复买家询盘的黄金时间是24小时内)

很多消费者也知道美国和中国存在时差,但他们还是会选择守在电脑前等待您的回复。其实很多美国买家根本不喜欢花费时间在无聊的等待中,所以他们会同时和多个跨境卖家进行沟通,如果您是第一个回复他的,就会直接达成合作,反之就只能不了了之了。因此做跨境电商,一定要在收到询盘之后及时回复,方可提升成交几率。 合作交流请联系客服小姐姐vx:unsunl

内容专业(清晰,简洁,完整)

1.读完客户询盘信息之后要有一个整体概念,并分析出买家的目的,参考各种因素,给予正确、完整的回复。对由于种种原因暂时不能回复的,应尽早给告诉买家可以什么时候回复他提出的问题,而不是置之不理。

2、针对美国客户,建议回答询盘问题开门见山。直接告诉他们产品的特点,如果报价恰好在他们心里可以接受的范围,他们就会立即下单。除此之外,一定要用精炼的语言传递清楚您的意思就可以了。

3、在客户询问价格的时候 ,建议卖家应该根据买家的要求尽可能详细地描述自己的产品和可以提供的售后服务,将优势强调出来。除了强调产品优势,突出介绍售后服务也是很必要的。比如包邮、发货送货时效快等等。

格式规范(别忽略问候语,结束语等细节)

后面模板会有一些示范。

回复信息渠道选择

美国客户一般对社交网络有着特别的喜爱,所以跨境卖家可以在平时的沟通中多使用社交工具进行询盘接待,这样可以在和客户沟通时形成一个共鸣的同时,也会让客户觉得和您之间是不存在距离的,从而可以形成一个良性的沟通环境。

下面给一些模板给大家参考:(欢迎联系客服小姐姐vx:unsunl)

1.回应买家砍价

亲爱的x,

感谢您对我的物品的关注。

抱歉,我们不能为您提供您所要求的低价。

我们认为所列价格合理,经过精心计算,已经给我带来了有限的利润。

但是,我们想为您提供一些批量购买的折扣。

如果您的订单超过X件,我们将为您提供xx%的折扣。

如有其他任何问题,请让我知道。谢谢。

真诚的

(你的名字)

Dear x,

Thank you for your interest in my items.

Sorry, we cannot offer you the low price you requested.

We think the prices listed are reasonable and after careful calculation, they have brought me limited profits.

However, we would like to offer you some discounts for bulk purchases.

If your order exceeds X pieces, we will offer you a xx% discount.

If you have any other questions, please let me know. Thank you.

Sincerely

(name)

2.客户催促下单,但产品的库存不多

亲爱的X,

感谢您的查询。

是的,我们有库存该项目。你想要多少?现在,我们只剩下X种颜色中的X种。由于它们非常受欢迎,因此该产品很快就会被抢购一空。请尽快下订单。

谢谢!

最好的祝福,

(你的名字)

Dear X,

Thank you for your inquiry.

Yes, we have this item in stock. How much do you want? Now we have only X of the X colors. Because they are so popular, the product will be sold out quickly. Please place your order as soon as possible.

Thank you!

Best wishes,

(name)

3.客户所要产品

亲爱的X,

很抱歉通知您该商品目前无货。我们将与工厂联系以查看何时可以再次使用它们。另外,我们想向您推荐其他一些相同风格的商品。我们希望您也喜欢它们。

您可以单击以下链接将其签出。

http://www.…

如有其他任何问题,请让我知道。谢谢。

最好的祝福,

( 你的名字 )

Dear X,

We’re sorry to inform you that this item is currently out of stock. We will contact the factory to see when they can be used again. In addition, we would like to recommend you some other products of the same style. We hope you like them too.

You can click it out to check it out.

http: //www.…

If you have any other questions, please let me know. Thank you.

Best wishes,

( name)

4.由于周末导致回复不够及时,先表示遗憾意向(因为错过了最佳24小时回复时间所以可通过主动打折的方式赢取客户。)

亲爱的X,

对不起,由于周末的到来,我感到抱歉。

是的,我们有库存该项目。为了向我们延迟的回复表示歉意,我们将为您提供10%的折扣。请在星期五之前下订单以享受此折扣。

谢谢!

如果您还有其他疑问,请告诉我。谢谢。

最好的祝福,

( 你的名字 )

Dear X,

Sorry, I am sorry for the arrival of the weekend.

Yes, we have this item in stock. To apologize for our delayed response, we will offer you a 10% discount. Please place your order by Friday to enjoy this discount.

Thank you!

If you have any other questions, please let me know. Thank you.

Best wishes,

( name)

5.提醒买家尽快付款的几个模板

1)尊敬的X,

感谢您向我们购买。

但是,我们注意到您尚未付款。

这是一个友好的提醒,希望您尽快完成付款交易。即时付款非常重要;付款越早,您越早得到该物品。

如果您在付款时遇到任何问题,或者不想执行该订单,请告诉我们。我们可以帮助您解决付款问题或取消订单。

再次感谢!

期待很快可以收到你的来信。

最好的祝福,

(你的名字)

Dear X,

Thank you for purchasing from us.

However, we noticed that you have not paid yet.

This is a friendly reminder and we hope you complete your payment transaction as soon as possible. Instant payment is important; the sooner you pay, the sooner you get the item.

If you have any problems with your payment or don’t want to execute the order, please let us know. We can help you resolve payment issues or cancel your order.

Thanks again!

Looking forward to hearing from you soon.

Best wishes,

(your name)

2)尊敬的X,

感谢您从我们这里订购。您已选择我们商店中最畅销的产品之一。它以其优良的品质和具有竞争力的价格而非常受欢迎。现在,我们只剩下X种颜色中的X种。我们想通知您,该产品很快就会有售罄的高风险。

我们注意到您尚未完成订单的付款过程。如果您现在购买,我们想为您的订单提供10%的折扣,以确保该产品不会售罄。确认付款后,我们会在24小时内寄出您的订单。如果您需要任何帮助或有任何疑问,请告诉我们。

最好的祝福,

(你的名字)

PS:我们是Dhgate上最大的供应商之一。凭借超过3年的世界贸易经验,我们能够提供最优惠的价格,最优质的产品和优质的服务。在发货之前,我们会检查产品,并为所有产品提供1年保修。如果产品与描述不符,我们承诺将全额退款。

如果您有任何疑问,请与我们联系; 我们很乐意为您服务。

Thank you for ordering from us. You have selected one of the best selling products in our store. It is very popular for its excellent quality and competitive price. Now we have only X of the X colors. We want to inform you that this product will soon be sold out at high risk.

We noticed that you have not completed the payment process for your order. If you buy now, we would like to offer a 10% discount on your order to ensure that the product will not be sold out. After confirming the payment, we will send your order within 24 hours. If you need any help or have any questions, please let us know.

Best wishes,

(your name)

PS: We are one of the largest suppliers on XX. With more than 3 years of experience in world trade, we are able to provide the best prices, best products and quality services. Before shipping, we inspect the products and provide a 1 year warranty on all products. If the product does not match the description, we promise a full refund.

If you have any questions, please contact us; we will be happy to help you.

6.关于支付,提醒折扣快结束了

Hello X,

Thank you for your message. Please note that there are only 3 days left to receive a 10% discount via Escrow (credit card, Visa, MasterCard, moneybookers or Western Union) payments. Please pay as soon as possible. I will also send you additional gifts to thank you.

If you have any other questions, please let me know. Thank you.

Best wishes,

(your name)

7.合并支付及修改价格的操作

亲爱的X,

如果您想订购多个商品,请先单击“添加到购物车”,然后单击“立即购买”,并仔细检查您的地址和订单详细信息,然后再单击“提交”。之后,请通知我,我将价格下调至US $ XX。您可以刷新页面以继续付款。谢谢。

如果您还有其他疑问,请随时与我联系。

最好的祝福,

(你的名字)

Dear X,

If you want to order multiple items, click “Add to Cart”, then “Buy Now”, double-check your address and order details, then click “Submit” After that, please let me know and I will lower the price to US $ XX. You can refresh the page to continue making payments. Thank you.

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

Best wishes,

(your name)

8.说明海关税的一些情况

亲爱的X,

感谢您的询问,我们很高兴与您联系。

我们了解到您担心此商品可能会产生任何额外费用。根据过去的经验,进口税分为两种情况。

首先,在大多数国家/地区,类似的小型或低成本商品在买方方面不涉及任何额外费用。

其次,在某些情况下,即使购买量很小,买家也可能需要支付一些进口税或海关费用。至于具体价格,请咨询您当地的海关。

感谢您的理解!

真诚的

(你的名字)

Dear X,

Thank you for your inquiry, we are happy to contact you.

We understand that you are concerned that this item may incur any additional charges. Based on past experience, import taxes fall into two situations.

First, in most countries, similar small or low-cost items do not involve any additional costs for the buyer.

Second, in some cases, buyers may have to pay some import taxes or customs fees even if the purchase is small. For specific prices, please consult your local customs.

Thank you for your understanding!

Sincerely

(your name)

9.订单超重导致无法使用小包免邮的回复

亲爱的X,

不幸的是,该产品无法免费送货;对不起,我感到困惑。

只有重量小于2kg的包裹可以免费送货,可以通过中国邮政航空邮件进行包裹。但是,您要购买的物品重量超过2kg。

您可以选择其他快递公司,例如UPS或DHL(这将包括运费,但也要快得多)。您可以单独下订单,确保每个订单的重量都小于2kg,以利用免费送货的优势。

如果您还有其他疑问,请随时与我联系。

最好的祝福,

(你的名字)

Dear X,

Unfortunately, this product cannot be shipped for free; I’m sorry I’m confused.

Only parcels weighing less than 2kg can be delivered free of charge. Parcels can be delivered via China Post airmail. However, the item you want to buy weighs more than 2kg.

You can choose other courier companies, such as UPS or DHL (this will include shipping costs, but also much faster). You can place your orders individually, ensuring that each order weighs less than 2kg to take advantage of free shipping.

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

Best wishes,

(your name)

10.已发货并告知买家

亲爱的X,

感谢您与我们购物。

我们已于2月10日通过EMS运送您的订单(订单ID:xxx)。跟踪号为xxx。到达目的地需要5-10个工作日,但请查看跟踪信息以获取更新信息。感谢您的耐心等待!

如果您还有其他疑问,请随时与我联系。

最好的祝福,

(你的名字)

Dear X,

Thank you for shopping with us.

We have shipped your order via EMS on February 10th (Order ID: xxx). The tracking number is xxx. It takes 5-10 business days to reach the destination, but please check the tracking information for updated information. Thanks for your patience!

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

Best wishes,

(your name)

11.因为物流风险,卖家无法向买家国家发货时指定的回复

亲爱的X,

感谢您的查询。

很抱歉通知您,我们的商店无法向您所在的国家/地区提供送货服务。但是,如果您打算将订单运送到其他国家/地区,请告诉我;希望我们能容纳将来的订单。

感谢您的理解!

真诚的

(你的名字)

Dear X,

Thank you for your inquiry.

We’re sorry to inform you that our store is unable to provide delivery services to your country. However, if you plan to ship your order to another country, please let me know; I hope we can accommodate future orders.

Thank you for your understanding!

Sincerely

(your name)

12.物流遇到的问题

亲爱的X,

感谢您的查询; 很高兴与您联系。

我们想确认我们是在2020年3月30日寄出包裹的。但是,由于送货公司的运送问题,我们得知包裹没有到达。我们通过EMS重新发送您的订单;新的跟踪号是:

XXX。通常需要7天才能到达目的地。不便之处,敬请原谅。感谢您的耐心等待。

如果您还有其他疑问,请随时与我联系。

最好的祝福,

(你的名字)

Dear X,

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

We want to confirm that we sent the package on March 30, 2020. However, due to shipping issues with the delivery company, we learned that the package did not arrive. We resend your order via EMS; the new tracking number is:

XXX. It usually takes 7 days to reach the destination. Sorry for any inconveniences caused. Thanks for your patience.

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

Best wishes,

(your name)

13.如果买家希望提供样品,而贵公司不支持样品时,可以这样回复

Dear X,

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

Regarding your request, we are sorry to inform you that we cannot provide free samples. To check our products, we recommend ordering only one product (the price may be higher than bulk ordering). Otherwise, you can order the full quantity. We can guarantee the quality because our staff have carefully checked every piece of our products. We believe that integrity is the key to successful business.

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

Best wishes,

(your name)

上述模板希望能在外贸电商回复买家询盘时有所帮助,记得把有用的收藏夹,或者分享给身边的朋友!英文版来自谷歌翻译,如有语法错误,欢迎指正,请联系客服小姐姐vx:unsunl

Well done…

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