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速卖通大学老师教你如何“邮”刃有余

速卖通大学老师教你如何“邮”刃有余

 

随着跨境电商这块蛋糕被越来越多的人分割,跨境电商的战场上的厮杀也越来越激烈,除了上传新产品,打价格战,卖家朋友们还能在哪些方面赢得优势呢?小编帮大家总结了两个字“服务”。好的服务不仅能够给客户一个好的印象,也能在同样层次的店铺竞争中帮卖家们赢得胜利的砝码,那么怎么服务好客户呢?其实很简单,从日常的购买互动中,用心给客户交流,用邮件和客户联系。但是针对不同的卖家水平,可能有的卖家朋友会说:“我不知道怎么和他们沟通,什么时候和他们沟通,怎么办?”不要着急,小编今天便给大家带来了速卖通大学罗宾老师的秘密武器——日常邮件回复模板,希望能对卖家朋友,有所帮助吆!

因为不同的行业,有时候回复的一些内容或者方式也不同,所以罗宾老师的邮件模板,仅供大家参考。

一、催付款或者付款遇到问题

很多客户在下单之后并没有立刻付款,或者付款过程中遇到了一些问题,那么这时怎么和客户沟通呢?

1、未付款订单,催付款模板第一次

Dear buyer,

We have got your order.But it seems that the order is still unpaid. If there’s anything I can help with the price or others , please feel free to contact with me. After the payment is confirmed, I will process the order and ship it out as soon as possible. Thanks!

Best Regards

 

2、如果第一次催款不成功,可以考虑发送第二次催款邮件

Dear friend,

Thank you very much for your order to us!

So glad to inform you, the order in stock which you bought in my store.

Meanwhile, give you 2% discount for surprise gift !

We have changed the price , so waiting for your payment.

If you have any other question,please let me know

Regards

Thank you for your orders. We appreciated the chance for have this transition to show our excellent products and nice service.

But I find it unpaid, would I help you?

Best Regards.

 

3、客户在付款中遇到问题以及确认库存

Hi friend,

Thank you so much for your order in our store!

The product you need is in stock and many clients like it!

Is there any problem with payment?

Here is the introduction about payment

http://www.aliexpress.com/help/home.html#center

Sincerely hope we can have the chance to do business and be friends!

Any question just contact me.

Best Wishes

Dear buyer,

Thank you for your order! We have this item in stock,

If you have any problem for processing the payment of the order, please learn more information from aliexpress help center as the link of http://help.aliexpress.com/payment_method.html or contact with us directly.

Have a nice day

 

4、款项正在审核阶段:

Dear Valued Customer,

Thank you for your order. Your payment is currently being processed and will be shipped to you as soon as your payment has been confirmed. If you do experience any payment issues, please feel free contact us.

Thank you !

二、询问是否是全名

有时候客户在信息填写的时候,不完整,这时候我们需要询问他们填写的信息是否是全名。

Hi friend

Have a nice day.

Would you like to tell me if Rozhkova Darina is your full name which include your father name ?Please reply to me in English.

Thank you so much

Waiting for your reply.

这时候我们还需要告诉客户,询问全名的原因是什么。

The post office require us to provide customers’full name in order to deliver successfully. Sorry to bring you trouble.Thanks for your kindly understand.

Best regards.

三、通知客户已经确认订单

在订单确认之后,我们需要给客户发送一封邮件通知他们。这时候,我们还可以告诉他们什么时候发货,货物什么时候到。

1、订单确认

Dear buyer,

Your payment has been confirmed.  We will verify your order as soon as possible.If After doing so, we will send you an e-mail notifying you of the tracking number.If you have any other questions, please feel free to let me know. Thanks!

Best Regards.

 

2、什么时候发货

Hi Friend, Thanks for your order.

We will ship your parcel out as quickly as possible.

After shipped, we will send you the tracking number to check shipping information.

If you have any question,please feel free to contact me directly any time.

Have a nice day.

 

3、货什么时候到

Hi friend,

Thanks for your order.

The delivery time is normally about 15-35 days.

Sometimes it will be more longer for bad weather or costume checking.

If you have any problem,hope contact me directly any time.

I will always focus on your order.hope you receive it soon.

Thank you so much.

Have a nice day.

 

四、客户没有收到货物

客户没有收到货物,催货,是经常会出现的问题,我们可以从以下四个方面进行回复。

1、查询正在运输途中

Hi friend,Thanks for your order.

Please don’t worry about it. I will try my best to solve it.

I have checked the tracking information .it shows the parcel is transporting normally.

I think it will arrive soon.Hope you wait for a few days

If it still not arrive,please contact me directly any time.

Thank you so much.

Have a nice day.

 

2、查询追踪号,货已经等待签收

Hi friend

I am so sorry for the delay.

I have checked the tracking number.

It shows your parcel is ready to pick up.

Hope you contact your local post office quickly.

There are 6days delivery time.You are still in protection.

Hope you cancel the dispute.it is harmful to me.

Have a nice day.

Thank you

 

3、推迟太久没有收到货物,且收到货物后客户同意部分退款

Dear friend,

So sorry to make you trouble.

Please kindly understand we have no control over the post.

I have extended the delivery time,so your money is still in protection,and please wait for a few days more.

When you receive the package ,just feel free to contact me ,i will give you $1 back for the delay of the delivery.Thank you very much.

Best regards.

 

4、回复客户要求延期收货

Dear friend

Have a great time!

I have extend the delivery date according to your needs.

And i have checked the shipment information that the products is normal.

Just wait some days you will receive it.

Best regards.

五、无跟踪信息

有时候,客户会查不到物流的跟踪信息,或者是平常的小包无法跟踪,这时,我们需要详细的给客户说明情况。

Dear friend,

Thanks for your message and sorry to make you trouble.

Your package was delivered via China Post Ordinary Small Packet Plus / Posti Finland Economy .

It just can be tracked during in China.I mean it has no tracking information when it arrives your country.

But please do not worry about it .You will receive the package normally.

Please feel free to contact me if you have any problem.

Thanks for your kindly understand.

Best regards.

六、客户担心货物

有的客户会过分的担心,自己的货物会不会收到,这时候我们就需要给他一颗“定心丸”

Dear friend,

Everything is ok!

Don’t worry about anything, I am always here!

1. I will extend the delivery time of aliexpress, so your money is safe!

2. Meanwhile, i will push the agent of CHINAPOST, so your package is safe!

 

七、催好评

好评率的高低,对店铺的影响也很大。所以在客户收到货物后,我们可以发邮件催好评。

Hi friend,

I am so happy that you got your order and satisfy with our products.

If possible,Could you give  us a good evaluation and 5 stars.You and five stars it.

Hope you can share your happy and satisfaction with more people

It is also very important to us.Thank you so much.

In order to thank your feedback,we will give you 5% discount in the future!

Thank you so much.

八、让买家确认收货,并给好评

有的客户收到货物后并没有确认收货,所以我们需要催客户确认收货,并请他们给好评。

Hi friend

Thanks for your order.Did you receive your order?

The tracking number shows you signed the order successfully.

If you got the order,hope you confirm you receive the order in website.

If satisfy with products.,Could you give a favor to leave us positive feedback and 5 stars.

It is very important to us.Thank you so much in advance.

If you still not receive,hope you contact post office as soon as possible.

Thank you so much.

Have a nice day.

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