学习情景7-跨境电商沟通礼仪（课件）-《国际商务礼仪》同步教学（电子工业版）

跨境电商沟通礼仪 速卖通客服售前沟通礼仪 跨境电商沟通礼仪(情景七） 速卖通客服售后沟通礼仪 速卖通客服售中沟通礼仪 速卖通客服售前礼仪 知识目标与能力目标 买家咨询产品 买家要求折扣 面对批发客户 LOGO 速卖通客服售前礼仪 掌握答复客户咨询的基本 语言规范。 熟悉不同地区客户的消 费心理。 掌握回复客户询盘的技巧。 知识目标 了解店铺已上架产品的 基本属性。 速卖通客服售前礼仪 能够回答客户提出的有关 产品的相关知识。 学会通过分析客户的提问 了解客户的真实需求。 使客户享受到令人满意的 售前服务，尽可能地促使 客户下单。 能力目标 买家咨询产品 案例 西班牙客户Nicolas Seclen Hidalgo要购买compression socks，咨询价格。 Q：Beige means that is not white like in picture？Do you have discount if I order 3 different colors？ A：Hi Nicolas,Thanks for your inquiry.The color is like the picture in the page.Well, if you buy 3 different colors,we can offer you a 5% 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. Yours Sincerely 买家咨询产品 分析： 沟通要点及礼仪： 首先感谢对方的咨询。 重视对方的提问，及时解答对方的问题，根据顾客下单量为其争取相应的折扣。 表现出很满意回答对方提问的情感。 有礼貌地结束交流。 买家要求折扣 案例1 Dear buyer, Thanks for your message.Well,if you buy both of the ×× items,we can offer you a ××% 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! 买家要求折扣 分析： 沟通要点及礼仪： 首先感谢对方的留言。 告知对方折扣与数量的关系。 表现出很愿意解答对方的提问。 适当地运用祝福语。 买家要求折扣 案例2 Dear buyer, 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 ××% discount if you purchase more than ××pieces in one order.If you have any further questions,please let me know.Thanks! 买家要求折扣 分析： 沟通要点及礼仪： 首先感谢对方对我们的产品的感兴趣。 告知对方我们报价的真实性，折扣与数量的关系。 表现出很愿意解答对方的提问。 适当表示感谢。 面对批发客户 案例 Q:Hi There,I am interested in these gloves.What type of packaging to they come with please? A:Hi friend,Thanks for your interests in our items,we package the gloves with bags,like this picture. Q