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4.9 常用的话术模板

kumb Shopee 2020-07-07 11:44:18 268 0

客服工作是影响转化率的重要因素。我们可以根据买家的不同情况采取以下不同的方法提高转化率。

(1)买家已下订单却未付款。在这种情况下,我们可以主动与买家沟通,了解其未付款的原因,督促买家付款。我们可以使用以下语句:

①Hello,do you have any question about the product?

②Hello,I noticed that you haven't paid yet.Do you have any question to askme?

③If you can pay today,the product will be able to ship immediately,and you can also get a discount.

(2)由于采购问题,迟迟未发货。买家在付款后,肯定希望尽快收到商品。如果因为我们采购不到订单中的商品或者物流发货出现问题,包裹迟迟不能到达shopee平台的仓库,那么买家肯定会着急。这时,我们要及时告知买家具体的情况、积极解决问题所采取的措施以及积极的态度。我们可以使用以下语句:

I am very sorry,now our warehouse keeper told us that the bag is out of stock,and other sellers don't have this product either.We need at least 15 days to get it produced.I am very sorry,if you can wait,we will give you some compensation to express our apology.If you can't wait,you can cancel the order.

(3)当商品即将到达买家手中或者买家刚收到商品但还未评价时,我们可以与买家沟通,鼓励买家带图评论商品,当然,能让买家给予五星好评最好。我们可以使用以下语句:

Hello,have you received the product?Can you take a photo and rate it?Thank you!If you have any dissatisfaction,please contact customer service first,we will give the best solution.

(4)买家对商品不满意,要退货。在这种情况下,我们要仔细了解买家对商品不满意的原因。如果原因在于商品本身,那么我们可以给买家部分退款,提出在买家下次购买时给以折扣与赠品等,争取说服买家接受商品。我们可以使用以下语句:

Sorry for your bad shopping experience.May I know why you want to return it?I am really sorry,there are some scratches on the storage box,I will refund you 2RM to be some compensation,can you accept this solution?

(5)在买家留下好评后,我们可以邀请买家关注我们的店铺,并让买家帮忙分享给他周边的人。我们可以使用以下语句:

Thank you for shopping in our store,you can follow us and get thenewest updateinfomation.We'll be very glad if you can recommend our shop to your friend,have a nice day!

(6)买家留下差评。我们要及时与买家沟通,协商修改评价。如果我们认为买家恶意留差评,那么可以向客户经理申诉。我们可以使用以下语句:

I noticed that you gave a bad review to the product.Sorry to give you a bad shopping experience.We will improve our product immediately based on your reviews.And I can give you a partial refund.Can you modify your review?Thank you very much!

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