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揭秘:外贸站内信处理技巧(附赠多类回复模板)

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发表于 2018-1-17 22:52:30 | 显示全部楼层 |阅读模式

线下外贸也好,跨境电商也好,邮件和站内信的处理都有很多技巧。例如:类型区分、沟通时间、语言技巧、模板设定等等,方方面面都需要大家去注意,才能高效的完成与买家的沟通乃至订单。

 

1. 站内信的类型区分

  • 真实需求型:我们可以将这种客户归为重点客户,尽快回复,如果客户的回复比较频繁,可以每天回复;(其中批发回购型:批发客户的信息优先处理。抓住一个批发的回头客,会带来很多稳定回购的销售额,要把更多的精力放在批发订单上,争取拿下批发订单。

  • 准备入市型:客人一般对产品不是特别的了解,我们可以询问客人的市场定位,然后给客人推荐合适的产品;

  • 信息收集型:有固定的供应商,但是为了收集更多的信息。这类客户是我们潜在的买家;索要样品型:他们纯粹是要样品,没有多少诚意,我们只要收取样品费或者快递费,对方就放弃了;

  • 窃取情报型:对方非常专业,对产品的各项指标都非常清楚,我们可以和这样的周旋即可。


2. 不同地域站内信回复时间

  • 亚洲:几乎没有什么时差 就要马上回复;

  • 印度:上午11点前回复;

  • 中东:下午1点之前回复;

  • 欧洲:一般下午2-3点之前。客人上班之前就可以看到;

  • 美洲,拉丁美洲:一般下午下班前回复就可以了。


3. 站内信回复准则

如实回答,切勿忽悠。客户询问产品的相关功能,知道就是知道,不知道就是不知道,不确定就说不知道,一旦你说了可以支持,结果买回去用不了,纠纷退全款,得不偿失。


4. 站内信分类回复模板(16种模拟类型)


产品外观


Dear Valued Customer

Thanks for your great interest in our items , We are glad to tell you that this model we have 4 colors : Black , Green , Blue , Red , and all the color in stock , you can directly place the order in my store .

Once we receive the payment from your side , we will arrange the shipment for you ASAP

If you have any problem , Leave me message here , we will reply you within 24 hours. best wish.


产品库存


Dear Valued Customer

Thanks for your great interest in our items , In fact this is a really new item in the market , We just sell out , so the new stock will arrive in 2 weeks ,But you can place an order first in my store , Once we have new stock , We need send all the orders according to Order Date, early orders , we need ship it fast .

If you have any problem , Leave me message here , we will reply you within 24 hours. best wish.


产品功能


Dear Valued Customer

Thanks for your great interest in our items ,it can connect with two device at the same time , But we have tested it , When you connect with one headphone,the sound quality would be much better .

If you have any problem , Leave me message here , we will reply you within 24 hours. best wish.


产品折扣


Dear Valued Customer

Thanks for your great interest in our items , Since you are already my VIP Customer , we just apply the discount $ 2 for you for this item from my company .

After you place the order , pls donot pay it first , Try to leave me message , so we will change the price to $** for you , and then let you finish the payment .

If you have any problem , Leave me message here , we will reply you within 24 hours. best wish.


产品批发


Dear Valued Customer

Thanks for your great interest to my items , In fact your are already my VIP price , before you have bought many times in my store , so i just apply the VIP price for you from my company , Also we have our own factory So we can arrange it fast for you .

Each we can sell u only $**, So ** pcs price is $ ** , And i confirm it with my shipping company , you need pay the TNT shipping fee $**, so **pcs total price is $ **, when u place the order ,do not pay first , leave me message let me change the price for you , after i change , i will tell u pay ,and priority to send your order.

If you have any questions, please feel free to contact us wait your kindly reply , thanks



发货时间


Dear Valued Customer

Thanks for your order ,In fact we have received your money , Usually my company QC need test it carefully before we shipping , Because we need guarantee better quality and well package for you .

Totally we need arrange your package within 2 days , Never worry that , Once we shipped , we need update the tracking number for you , and give you the racking website , so you can know your package where it is going on .

If you have any problem , Leave me message here , we will reply you within 24 hours. best wish.


询问配送


Dear Valued Customer

Thanks for your great interest to my items , This items we have many in stock in Russian Warehouse , We can ship it for you directly from Russian Warehouse , So you can receive it really fast.

If you have any problem , Leave me message here , we will reply you within 24 hours. best wish.


运送时效


Dear Valued Customer

Thanks for your great interest to my items , Usually we send it to you by AliExpress Standard Shipping , This is Aliexpress Official Shipping Way , According to my experience , it will take 3~4 weeks to your local place .

If you have any problem , Leave me message here , we will reply you within 24 hours. best wish.



质保时间


Dear Valued Customer

Thanks for your great interest to my items , All the items in my store my company QC have tested it carefully , and we can provide you the guarantee for 1 year .

If you have any problem , Leave me message here , we will reply you within 24 hours. best wish.


支持本地退货


Dear Valued Customer

Thanks for your order , In fact you can see we support domestic return in Russian , If you receive the parcel donot like it , you can return it to Aliexpress Russian Warehouse within 7 days .

If you have any problem , Leave me message here , we will reply you within 24 hours. best wish.


海外仓选择


Dear Valued Customer

Really sorry for the inconvenience , Just because we have set some remote area from Moscow , Cannot ship it from Russian Warehouse , For long address from Moscow is easy to lose the package , also buyer need pay high shipping fee , so you cannot choose ship it from Russian Warehouse .

If ok hope you can understand it , and place order from China , Best wish


社交推广


Dear Valued Customer

Thanks for your great interest to my items , If ok hope you can send me your Youtube channel link , We need check it first , and we will talk it with my company , Decide to send what kind of items for you . Best wish.

 

修改差评


My dear friend,

I am really sorry to see you left me a negative feedback. I know that you may not satisfied with our product or service, but we are willing to do our best to correct this impression and compensate you. Please kindly accept my sincere and deep apology.

If anything I can do for you, please do not hesitate to let me know. The negative feedback is realy fatal to us, all I want you to do is to help me change it by your great kindness. Hope you can kindly help.

Waiting for your reply.

 

节日延迟


Dear buyer,

Thanks for your purchasing in our shop. However ,in celebration of China Spring festivals (春节) ,all shipping services suspend temporarily during the period ,so your parcel delayed.

We apologize for the inconvenience caused and appreciate your kind understanding

Thanks!

Best Regards

xx

 

催单付款


Dear buyer,

Because of the delivery time which is depended on the complete time of the payment, and some products are in hot sales, we honestly advise you to complete the payment as soon as possible to ensure that you have got the product and fast shipment also.

 

The faster you pay, the quicker we will ship.

Thanks again and welcome to our store all the time.

 

if you have paid, ignore this email please.

Wish you have a good time

best regards!

 

 确认地址


Dear buyer,

Hello Friend, we are glad to receive your order. We'd like to remind you to double check all your contact information and address. pls also remember to leave email and your full name.

Your order will be proceeded soon and we will keep you updated.

If you got any question, pls feel free to contact us.

Thanks and best regards

 

以上分享的模板,大家可以根据自己的邮件或站内信的内容微调,以达到最佳效果。


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