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13.6 常用沟通的模板

kumb 速卖通 2020-07-03 17:27:54 312 0

下面我们精选了一些网络上和我们实际工作中常用的模板,请大家仔细研读。使用模板有利于我们快速获得相关的知识,更可以提高我们工作的效率,大大降低工作难度。但是,需要提醒大家的是,模板是死的,人是活的,我们需要根据不同的情况适当进行修改,不能死搬硬套,需要灵活应对,有针对性地进行处置。

1.售前沟通模板

售前客服沟通的主要内容是解答客户有关价格、数量、库存、规格型号、用途、运费、运输等方面的问题,促使顾客尽快尽早下单。

(1)针对未付款订单提供帮助

Dear (buyer’s name),

We have got your order of XXXXXX.But it seems that the order is still unpaid.If there is anything I can help with the price, size, etc., please feel free to contact me.After the payment is confirmed, I will process the order and ship it out as soon as possible.

Thanks!

Best Regards

XXX

译文:我们已收到你的订单,但订单似乎未付款。如果在价格和尺寸上有什么能帮助的,请随时与我联系。当付款完成,我将立即备货并发货。谢谢!

(2)告知客户货物断货并推荐替代产品

Dear (buyer’s name),

We are very sorry that item you ordered is out of stock at the moment.I will contact the factory to see when it will be available again.

I would like to recommend some other items of similar styles.Hope you like them too.You can click on the following link to check them out:http://www.xxx.

If there’s anything I can help with, please feel free to contact us.Thanks!

Best Regards

XXX

译文:真是对不起,你订购的产品目前缺货,我会与工厂联系什么时候能补上,并将随时告知你。以下链接提供的产品也很不错http://www.xxx,你可以看看。有什么我可以帮忙的,请随时与我们联系。谢谢!

(3)关于提供折扣

Dear (buyer’s name),

Thanks for your message.Well, if you buy this items up to xxx, we can offer you a xxx% discount.Once we confirm your payment, we will ship out the items for you in time.

Please feel free to contact us if you have any further questions.

Thanks & Best regards!

XXX

译文:感谢你给我信息。目前我们正在进行促销,如果你购买了×××个产品,我们可以为你提供×××%的折扣。一旦我们确认你的付款,我们将及时发货。如果你有任何进一步的问题,请随时与我们联系。谢谢!

(4)不接受客户议价

Dear (buyer’s name),

Thank you for taking interests in our item.

I’m afraid we can’t offer you that low price you bargained as the price we offer has been carefully calculated and our profit margin is already very limited.

However, we can offer you a XXX% discount if you purchase more than XXX pieces in one order.

If you have any further questions, please let me know.Thanks!

Thanks & Best regards!

XXX

译文:感谢你对我们产品的兴趣,但很抱歉我们不能给你更低的议价。事实上,我们的上市价格是经过精心计算且合理的,它已经让我的利润有限。但如果你一个订单购买超过xxx件,我们将给你xxx%的折扣。有任何问题请联系我。谢谢!

(5)关于大订单询价

Dear (buyer’s name),

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

The order of a single sample product costs xxx USD with shipping fees included.If you order XXX pieces in one order, we can offer you the bulk price of xxx USD/piece with free shipping.

I look forward to your reply.

Regards!

XXX

译文:感谢你的询问,我们很诚挚的希望跟你做生意。一个样品的运费需要xxx美元,如果你一个订单订×××件产品,我们可以为你提供批量价格×××美元/件。期待着你的答复。谢谢!

(6)拒绝买家免运费的要求

Dear (buyer’s name),

Sorry, free shipping is not available for orders sent to ×××.But we can give you a ×××% discount of the shipping cost.

Regards!

XXX

译文:很抱歉,到×××不能免运费的,但是我们可以在运费上给你×××%的折扣。

(7)未付款订单改完价格再次催款

Dear (buyer’s name),

We’ve reset the price for you.We have given you a ×××% discount on the original shipping price.Since the price we offer is lower than the market price and as you know the shipping cost is really high, our profit margin for this product is very limited.Hope you are happy with it and you are welcome to contact me if there’s anything else I can help with.

Best regards!

XXX

译文:我们已经为你重置价格并给你原运价×××%的折扣。如你所知,运输成本非常高,而我们提供的价格比市场价格低,我们从这个产品中赚取不了多少利润。希望你满意,并随时与我联系。

(8)没有好评,买家对于你的产品表示怀疑

Dear (buyer’s name),

I am very glad to receive your message.Although I haven’t got a high score on Aliexpress, I’ve been doing business on eBay for many years and I am quite confident about my products.Besides, since Aliexpress offers Buyer Protection service which means the payment won’t be released to us until you are satisfied with the product and agree to release the money.We sincerely look forward to establishing long business relationship with you.

Regards,

XXX

译文:我很高兴收到你的邮件。虽然我在Aliexpress没有多少评价,但我一直在Ebay做业务多年,我对我的产品很有信心。此外Aliexpress提供第三方担保支付服务,这意味着付款将不会发放给卖方,直到你对产品质量和交易非常满意。希望能够与你长期合作,谢谢。

2.售中沟通模板

(1)收到款项后告知买方准备发货

Dear (buyer’s name),

Your payment for item XXX has been confirmed.We will ship your order out within XXX business days as promised.After doing so, we will send you an e-mail notifying you of the tracking number.

If you have any other questions, please feel free to let me know.Thanks!

Best Regards,

XXX

译文:你的订单编号为XXXX的款项已收到,我们将在承诺的XXX天内发货,发货后,我们将通知你货运单号。如果你有任何问题请随时联系我。谢谢!

发货后告知买方运单信息

Dear (buyer’s name),

The item XXX you ordered has already been?shipped out and the tracking number is XXXXXXXXXXXXXX.The shipping status is as follows: XXXXXXXXXXXXXX.You will get it soon.

Thanks for your support!

Best Regards,

XXX

译文:订单号为XXX的货物已经发货,发货单号是XXXXXXXXXXXXXX,运输方式是XXXXXXXXXXXXXX,订单状态是XXXXXXXXXXXXXX。你将会很快收到货物,感谢你的支持和理解。

(3)提醒客户货物已经到达海关

Dear (buyer’s name),

I am sending this message to update the status of your order.The information shows it was handed to customs on xxx.

Tracking number:××××××××××××.

You can check it from web: ××××××××××××.

You may get it in the near future.Apologize that the shipping is a little slower than usual.Hope it is not a big trouble for you.

Best Regards,

XXX

译文:此消息的目的是更新你货物的物流状态。最新显示货物已经于XXX日运抵海关。跟踪号码是××××××××××××.你可以去网站查询:××××××××××××.你将很快收到货物。抱歉的是比通常到货要慢一些,希望不会引起你的不便。

(4)询问是否收到货并催促确认收货

Dear (buyer’s name),

According to the status shown on EMS website, your order has been received by you.If you have got the items, please confirm it on Aliexress.com.If not, please let me know.

Thanks!

Best Regards,

XXX

译文:根据EMS网站显示的物流状态信息,你的订单已经被你签收。如果你已经收到货物,请在Aliexpress.com上确认收货。如果没有,请速告知。谢谢!

(5)物流出问题并重新发货

Dear (buyer’s name),

We sent the package out on XXX, and we have contacted the shipping company and addressed the problem.We have got back the original package and resent it by UPS.The new tracking number is XXXXX.

I apologize for the inconveniences and hopefully you can receive the items soon.If you have any problems, don’t hesitate to tell me.

Best Regards,

XXX

译文:我们已经在XXX月XXX号发送包裹,根据你的反馈,我们已经联系货运公司并确认问题。我们将找回原来的包裹并重新寄送,新的货运单号是XXXXX,使用的是UPS。我对此感到十分抱歉,希望你能尽快收到。有任何疑问,请告诉我。

(6)收到订单后发现超重

Dear (buyer’s name),

Unfortunately, free shipping for this item is unavailable.I am sorry for the confusion.Free Shipping is only for packages weighing less than 2kg, which can be shipped via China Post Air Mail.However, the item you would like to purchase weighs more than 2kg.

You can either choose another express carrier, such as UPS or DHL (which will include shipping fees, but which are also much faster).

Or you can place the orders separately, making sure each order weighs less than 2kg, to take advantage of free shipping.

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

Best Regards,

XXX

译文:不幸的是,这批货不能免运费。很抱歉给你带来的困扰。免运费只适合于重量不超过2kg的包裹,可以通过中国邮政航空小包运输。但是你所订购的货物已经超过了2kg。你可以选择其他快递方式,比如UPS或是DHL(需要付运费,但是速度快很多)。或者你可以分批下订单,这样每个订单都小于2kg,可以免运费。有什么问题,请随时与我联系。

3.售后沟通技巧

(1)订单完成感谢买家支持

Dear (buyer’s name),

I am very happy that you have received the order.Thanks for your support.I hope that you are satisfied with the items and look forward to doing more business with you in future.

Thanks!

XXX

译文:我很高兴地看到你已收到货,感谢你的支持。希望你满意,并期待着在将来与你有更多的合作。

(2)提醒买家给自己留评价

Dear (buyer’s name),

Thanks for your continuous support to our store, and we are striving to improve ourselves in terms of service, quality, sourcing, etc.It would be highly appreciated if you could leave us a positive feedback, which will be a great encouragement for us.

If there’s anything I can help with, don’t hesitate to tell me.

Best Regards

XXX

译文:感谢你继续支持我们,我们正在改善我们的服务、质量、采购等。如果你可以给我们一个积极的反馈,我们会非常感激,因为这对我们来说是一个很大的鼓励。如果有什么我可以帮助,不要犹豫请告诉我。

(3)客户投诉产品残损的问题

Dear (buyer’s name),

I am very sorry to hear about that.Since I did carefully check the order and the package to make sure everything was in good condition?before shipping it out, I suppose that the damage might have happened during the transportation.But I’m still very sorry for the inconvenience this has brought you.I guarantee that I will give you more discounts to make this up next time you buy from us.

Thanks for your understanding.

Best Regards,

XXX

译文:很抱歉听到发给你的货物有残损,我在发货时再三确定了包装没有问题才给你发货的。残损可能发生在运输过程中,但我仍旧因为带给你的不便深表歉意。当你下次从我这购买时,我将会给你更多的折扣。感谢你的谅解。

(4)感谢对方的好评

Dear (buyer’s name),

Thank you for your positive comment.Your encouragement will keep us moving forward.

We sincerely hope that we’ll have more chances to serve you

Best Regards,

XXX

译文:感谢你的积极评价。你的鼓励是我们前进的动力,我们真诚地希望能有更多的机会为你服务。

(5)评价模板

给客户评价时的模板:Good buyer, thank you very much for your order.I hope we will have a long-time cooperation.Don’t hesitate to contact with us if there’s anything what i can help you.Best regards.

①进一步给好评客户留言模板

Hello, ×××,I am so pleased and grateful that you gave us a good feedback.You are satisfied with our products and service.I hope i can apply to give you a good discount or send a gift to you when you order next time.Thank you very much.Best regards.

②进一步给中评客户留言模板

首先道歉:Hello, ××× , I feel so sorry for all your inconvenience/the quality question/that you are not satisfied with ×××××.

其次解释原因:根据不同情况自己确定

最后提出解决办法:In order to showing my apologies, we hope we can give you a good discount or send you a gift when you order next time.And thank you so much for your suggestion.Hope we will have a long-time cooperation.Don’t hesitate to contact with us if there’s anything what i can help you.Best regards.

③进一步给差评客户留言模板

在中评的基础上增加:I am looking forward to your reply whether or not you agree we fix this thing.If agree, honestly hope you can revise the bad valuation.If you don’t agree, could you give us a better suggestion? We hope we can fix this thing reasonably and positively.Let us apologize to you again for all your inconvenience.Thank you very much.Best regards.


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