11.2.2售前沟通（课件）《跨境电商》（江苏大学出版社）

跨 境 电 子 商 务 1 第十一章 ——客户服务与纠纷处理 征途永无止境 02 询盘沟通技巧 二、询盘沟通模板 第二节 询盘沟通技巧 （一）售前沟通 售前沟通主要是为客户解答关于产品价格、库存、规格型号、用途，以及运费、运输等方面的问题，促使客户尽快下单。 1、买家光顾店铺查看商品 A Hello, my dear friend.Thank you for visiting our store, you can find what you want from our store.If we don’t have the item, please tell us and we will spare no effort to find it Good luck. 译文： 你好，我亲爱的朋友。感谢光临我的店铺，你可以从我的店铺找到所需要的产品。如果我们的产品不符合你的预期，你可以告诉我们，我们帮你找。请放心购买。 B 二、询盘沟通模板 第二节 询盘沟通技巧 （一）售前沟通 2、买家询问商品价格和库存 Dear ××, Thank you for your inquiry. Yes, we have this item in stock. How many do you want? Right now, we only have × style and × color left. Since they are hot selling items, the product has a high risk of selling out soon. Please place your order as soon as possible. Thanks & Best regards（后文省略） Your name（后文省略） 译文： 亲爱的××，感谢您的咨询。您现在浏览的商品是有货的，你想要多少？目前我们只剩下×款和×颜色。由于它们是热销产品，因此该产品很快就会销售一空。请您尽快下单，谢谢！ 二、询盘沟通模板 第二节 询盘沟通技巧 （一）售前沟通 3、因回复不及时而主动打折 Dear ××, I am sorry for the delayed response due to the weekend. Yes, we have this item in stock. And to show our apology for our delayed response, we will offer you 5% off. Please place your order before Friday to enjoy this discount. Please let me know if you have any further question.Thank you! 亲爱的××，很抱歉因为周末导致回复延迟。这款产品我们有库存。为了表示我们的歉意，我们将会为您提供5%的折扣。如果您打算享受此项优惠，请在周五前下单。如果您还有任何疑问，请随时联系我们。谢谢！ 译文 二、询盘沟通模板 第二节 询盘沟通技巧 （一）售前沟通 4、追踪已下单但未付款的订单 Dear friend, We have got your oredr of ×. But it seems that the order is still unpaid. If there’s 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! 译文： 亲爱的朋友，我们已经收到您的订单×（产品的名称、数量等），但订单似乎未付款。如果在价格和尺寸上需要帮助，请随时与我联系。当付款完成，我们将立即备货并发货。谢谢！ 二、询盘沟通模板 第二节 询盘沟通技巧 （一）售前沟通 5、鼓励客户提高订单数量，提醒其尽快下单 Dear friend, Thank you for your order. If you confirm the order as soon as possible, I will send some gifts. A good news: Recently there are a lot of activities in our store. If the value of goods you bought counts to a certain