速賣通客服話術(shù)技巧：雙11買家詢盤回復(fù)及催付技巧（附郵件模板）

本文為大家分享速賣通客服話術(shù)技巧：雙11買家詢盤回復(fù)及催付技巧（附郵件模板），下面一起來(lái)看看相關(guān)內(nèi)容：

一、詢盤回復(fù)

外貿(mào)詢盤的回復(fù)很重要，流利的溝通，真誠(chéng)的語(yǔ)言，會(huì)讓你贏得更多的定單和買家！速賣通賣家在回復(fù)買家詢盤時(shí)，一般可以分為四個(gè)步驟：跟買家打招呼、進(jìn)一步介紹產(chǎn)品、告知買家付款同時(shí)應(yīng)盡快發(fā)貨、結(jié)束語(yǔ)。以下為相關(guān)步驟的范例：

1、當(dāng)買家光顧你店鋪，詢問(wèn)產(chǎn)品信息時(shí)：

重點(diǎn)：跟買家初次打招呼，要親切、自然并表示出你的熱情。盡量在初步溝通時(shí)把產(chǎn)品元素介紹清楚，范例參考:

Hello,my dear friend.Thank you for your visiting to my store,you can find the products you need from my store.If there are not what you need,you can tell us,and we can help you to find the source,please feel free to buy anything!Thanks again.

2、鼓勵(lì)買家提高定單金額和定單數(shù)量，提醒買家盡快確認(rèn)定單時(shí)，可參考:

Thank you for your patronage,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 buy count to a certain amount,we will give you a satisfied discount.

3、交易進(jìn)行中，通知買家去參看物流情況時(shí)，可參考：

The goods you need had been sent to you.It's on the way now.Please pay attention to the delivery and sign as soon as possible.If you have any questions,please feel free to contact me.

4、當(dāng)完成交易，您表示感謝，并希望他下次能夠再次回頭時(shí)，可參考：

Thank you for your purchase,I have prepared you some gifts,which will be sent to you along with the goods.Sincerely hope you like it.I'll give you a discount,if you like to purchase another products.

5、推廣新產(chǎn)品，可給買家推薦自己熱銷的產(chǎn)品。

例如圣誕節(jié)（在圣誕節(jié)來(lái)臨之際，圣誕禮品將是一個(gè)熱銷產(chǎn)品。很多買家從我們這進(jìn)貨到他們自己的商店里出售。這個(gè)產(chǎn)品的利潤(rùn)不錯(cuò)。以下是我們圣誕產(chǎn)品的介紹，請(qǐng)點(diǎn)擊了解。10個(gè)起批我們將給您批發(fā)的價(jià)格.）

Hi friend,

Right now Christmas is coming,and Christmas gift has a large potential market.Many buyers bought them for resale in their own store,it‘s high profit margin product,here is our Christmas gift link,Please click to check them,if you want to buy more than 10pieces,we also can help you get a wholesale price.

Thanks.

Regards

6、貨物斷貨，貨物偶爾的斷貨只要認(rèn)真解釋一下，買家能夠理解，最好的辦法是告訴買家自己會(huì)積極盡量幫他找到她所需要的產(chǎn)品，同時(shí)向他介紹類似的款式供其選擇。

Hi friend,

We are really sorry that the shoes you order is out of stock at the moment.I will contact the factory to see when they are going to be available again.I would like to recommend you some other pretty shoes which have the same style.

Hope you like them as well.You can click on the following link to check them out.If there’s anything I can help Please feel free to contact us.

Thanks.

Regards

我們已經(jīng)重新設(shè)置了價(jià)格。在原有價(jià)格的基礎(chǔ)上，又給您了15%的折扣。我們提供的價(jià)格比市場(chǎng)價(jià)要低，在這個(gè)產(chǎn)品上，我們沒(méi)辦法給出更低的價(jià)格了。希望你能接受這個(gè)價(jià)格，如果有任何問(wèn)題，請(qǐng)和我聯(lián)系。

7、大量訂購(gòu)詢問(wèn)價(jià)格，大量訂單詢盤，買家若是趕上采購(gòu)季我們一定要抓住機(jī)會(huì)，對(duì)他們的回復(fù)要一定要詳盡，內(nèi)容一般包括樣品的價(jià)格、樣式、采購(gòu)量和相應(yīng)的價(jià)格，這個(gè)報(bào)價(jià)建議是包括運(yùn)費(fèi)的，而且價(jià)格要相對(duì)有優(yōu)勢(shì)，給買家感覺(jué)是給他的一個(gè)優(yōu)惠。

Hi friend,

Thank you for your inquiry,we very much hope to complete the order with you for me,here is the products link you need,if you buy 100 pieces,we can give you a wholesale price,$25/piece.If you have any idea,Please let us know,and we will try our best to help you.Looking forward to your reply.

Regards

謝謝您的詢盤，我們非常希望能夠與您完成此筆訂單，下面是我對(duì)您所需要的產(chǎn)品的介紹，如果您一次購(gòu)買100件，我們可以給您一個(gè)批發(fā)價(jià)格，每件25元.如果您有任何的問(wèn)題，請(qǐng)和我溝通。我會(huì)竭盡所能來(lái)幫助你。期待您的答復(fù)。

8、催付款的郵件

親愛(ài)的朋友

謝謝您的訂單。

但似乎訂單仍然未支付的。

如果有什么需要我能幫助您的，比如價(jià)格、大小、顏色等,

請(qǐng)隨時(shí)與我聯(lián)系。在付款后被證實(shí),

我將處理訂單和出貨盡快公開(kāi)。謝謝!

Dear friends,

Thank you for your order.

But it seems that the order had not still pay it.

If there is anything I can help you,such as price,size,color etc.

Please feel free to contact me.In terms of payment is confirmed after,

We will deal with the order and shipment public as soon as possible.Thank you!

Regards

9、海關(guān)問(wèn)題，某些國(guó)家海關(guān)的嚴(yán)格檢查造成貨物延誤，建議及時(shí)通知買家，及時(shí)的溝通讓買家感覺(jué)你是一直在跟蹤貨物的狀態(tài)，并是一位負(fù)責(zé)的賣家，以免置之不理造成誤會(huì)。

Hi friend,

We received notice of logistics company,now your customs for large parcel periodically inspected strictly,in order to make the goods sent to you safety,we suggest that the delay in shipment,wish you a consent to agree.Please let us know as soon as possible Thanks!

親愛(ài)的朋友，我們接到物流公司的通知，現(xiàn)在貴國(guó)的海關(guān)對(duì)大量郵包進(jìn)行定期的嚴(yán)格檢查，為了使貨物安全的送達(dá)到貴處，我們建議延遲幾天發(fā)貨，希望征得您的同意。希望盡快得到您的回復(fù)

10、運(yùn)單追蹤顯示已經(jīng)妥投

親愛(ài)的朋友，

貨物是否已經(jīng)收到呢？產(chǎn)品您滿意嗎？

我們承諾給您全程服務(wù)，如果您對(duì)產(chǎn)品或者我們的服務(wù)有什么問(wèn)題或者意見(jiàn)，請(qǐng)隨時(shí)和我們聯(lián)系，期待您的回復(fù)。

希望您在我們店鋪的購(gòu)物是一次愉快的經(jīng)歷，并期待您的再次光臨。

Dear friend,

Have you got the goods?The product you satisfied?

We promise to give you the whole service,if you have any problem or comments for product or service,please feel free to contact us,we looking forward to your reply.

Hope this shopping is a pleasant experience in our store,and looking forward to your coming again.

Best Regards

11、退、換貨問(wèn)題

親愛(ài)的朋友，

很抱歉給您帶來(lái)了不便，

如果你不滿意的產(chǎn)品,你可以把貨物返還追到我們，

當(dāng)我們收到的貨物,我們將給你一個(gè)更換或者給你全額退款，

我們希望能和你們建立貿(mào)易關(guān)系。

當(dāng)您下次購(gòu)買時(shí)，我們將給您最大的折扣。

Dear friend,

I'm sorry for the inconvenience.If you are not satisfied with the products,you can return the goods back to us.When we receive the goods,we will give you a replacement or give you a full refund.We hope to do business with you f or a long time.We will give you a big discount in your next order.

Best Regards

二、催付技巧

對(duì)于下單不付款的買家行為，我們要如何營(yíng)銷呢？其實(shí)，對(duì)于下單不付款的原因，大概可以分為以下四種，我們就一一對(duì)癥下藥

1、遇到支付問(wèn)題

Dear friend,

Thanks forvisiting our store.

We noticed that you placed an order but didn't pay for it yet.

Can i know the reason why you didn't make payment?

If you have anypayment questions,below link can help you:

http://help.aliexpress.com/categories_Payment.html

Feel free tocontact us for any other questions.

Best regards

2、買家砍價(jià)

Dear Friends,

Thank you forordering these items.

As you know,people always pay for what they buy.And i am sure you will be satisfied with ourproduct quality.

I am sorry that we can't offer the price you requested.

How about we dealat$XXX?The price has been adjusted,if you’re satisfied with this price,please just pay directly.

Please let me knowfor any further questions.Thanks.

Sincerely,

3、買家未做任何回復(fù)

對(duì)于下單不付款也沒(méi)有任何回復(fù)的買家，最簡(jiǎn)單有效的方法就是降價(jià)了。

Dear Friends,

We are so honored to be your supplier.

In order to establishing our first cooperation,we will offer a 5%off on this order.

Discounts already made,what you need to do is just pay for it directly.

Thank you and best regards,

4：買家不想買了

如果買家確實(shí)不想買所拍產(chǎn)品了，我們所能做的就是加深我們的店鋪和產(chǎn)品在他們心中的印象，讓他們下次有需要就能想到我們。

Dear Friends,

We are so sorry to hear that you don't want this item any more.

As an regular customer,next time when you order a 5%discounts will be offered specially foryou.

Just remember-XXXstore is your First and Best Choice for XXX products.

Thank you all the same

另外需要提醒大家的一點(diǎn)是，今年的雙11引入了預(yù)售玩法，不只是賣家，很多買家也是第一次參與預(yù)售，很可能忘記去付尾款。所以我們要記得在雙11期間去發(fā)站內(nèi)信或者訂單留言去提醒買家付尾款！

以上速賣通客服話術(shù)技巧：雙11買家詢盤回復(fù)及催付技巧（附郵件模板）就為大家介紹到這里。