《《财务管理实务（第2版）》电工与电子技术电子商务电子课件chap 2 售前沟通与服务ppt》由会员分享，可在线阅读，更多相关《《财务管理实务（第2版）》电工与电子技术电子商务电子课件chap 2 售前沟通与服务ppt（46页珍藏版）》请在金锄头文库上搜索。
1、PPT模板下载：/moban/行业PPT模板：/hangye/节日PPT模板：/jieri/PPT素材下载：/sucai/PPT背景图片：/beijing/PPT图表下载：/tubiao/优秀PPT下载：/xiazai/PPT教程：/powerpoint/Word教程：/word/Excel教程：/excel/资料下载：/ziliao/PPT课件下载：/kejian/范文下载：/fanwen/试卷下载：/shiti/教案下载：/jiaoan/字体下载：/ziti/电子课件chap 2 售前沟通与服务Chap 2售前沟通与服务 Pre-sales Communication&Service 跨境
2、电商沟通与客服学习目标知识目标技能目标 1.了解跨境电商里的在线交流工具和付款方式 2.掌握售前服务的内容和常用回复表达方式 3.掌握售前咨询服务过程中客服人员与客户的 沟通技巧1.能够寒暄、接待客户2.能够妥善处理和回复跨境电商客户对公司、产品的咨询3.能够妥善处理和回复跨境电商客户对产品价格、支付、物流的咨询跨境电商沟通与客服 4 跨境电商沟通与客服思考思考售前沟通一般包括哪些内容？5 跨境电商沟通与客服Lead-in If you are an online seller,How&what will you do if your customer comes to your online
3、 store?How will you introduce a product to you customer?How will you deal with&answer when your customer consults about your price,payment&logistics?6 跨境电商沟通与客服2.12.1交流工具交流工具online communication tools 1、国际版阿里旺旺、国际版阿里旺旺2、敦煌平台、敦煌平台 3、常见的聊天软件及工具常见的聊天软件及工具 4、在线支付、在线支付（货到付款、支付宝、财付通和网银货到付款、支付宝、财付通和网银）（信用卡
4、、（信用卡、T/T银行汇款、银行汇款、Moneybookers、借记卡）、借记卡）7 跨境电商沟通与客服MSN SKYPE ViberWhatsappFacebookTwitterQQ/WechatGoogle Talk其它：其它：Camfrog:Android,视频聊天PalTalk：仅微软视窗用户可用KIK：类似“米聊”SKOUT：仅限安卓用户常见的聊天软件及工具 8 跨境电商沟通与客服2.2 2.2 跨境电商售前信息推送跨境电商售前信息推送 Pre-sales Consulting Service in Cross-border E-commerce 售前信息售前信息问候问候寒暄寒暄标标
5、 题题产品产品简介简介公司公司简介简介 9 跨境电商沟通与客服2.2.12.2.1问候寒暄问候寒暄 Greetings GreetingHello/Hello,Dear Friend:WelcomeThanks for your visiting to my online store！What may I do for you?Is there anything you like?company&productFurther helpIf you cannot find anything you like,you can tell us,and we will help you to find
6、 the source!Thanks again.10 跨境电商沟通与客服2.2.22.2.2公司简介公司简介 Company Profile 请比较P35两篇公司简介，并说明各自的特点和优点。注意：恰当呈现行业用词和商业信息量注意：恰当呈现行业用词和商业信息量1、用简单英语介绍自己的公司用简单英语介绍自己的公司We are a.corporation,handling.(我们是.公司，专营.)We would like to take this opportunity to introduce ourselves as.(我们借此机会自我介绍。我们是.)2、通过邮件，社交软件进行谈判沟通通过
7、邮件，社交软件进行谈判沟通We are writing to introduce ourselves to you as a.(作为.,特来函自我介绍。)Our company is specialized in.(本公司专营.)3、专注于一领域专注于一领域We are mainly dealing in.(我们主要从事.)We have been engaged for many years in the line of.(我们已经从事.多年。)11 跨境电商沟通与客服2.2.32.2.3标题标题 headline 1 1、直接、鲜明、简略直接、鲜明、简略，激发客户的好奇心激发客户的好奇心a
8、）Latest technology,which can help you double your efficiency in some ways.b）“The latest and unique pattern”2 2、大买家效应法大买家效应法 towel supplier of Shangri-La Hotel for about 5 years3 3、认证吸引法认证吸引法 STARA，CE 12 跨境电商沟通与客服2.2.42.2.4产品产品简介简介 Product 1、产品简介、产品简介 材质，规格尺寸，使用方法产品特点产品特点：产品规格（Specifications）包装Packag
9、ing具体事项的描述Features，图文并茂图文并茂 13 跨境电商沟通与客服请分析以下产品的关键要素1、果冻蜡烛2、假发3、理发推剪 14 跨境电商沟通与客服案例案例1 1：jelly candles 果冻蜡烛果冻蜡烛 P37 P37Specifications overview：15 跨境电商沟通与客服案例案例2：wholesale brazilian hair body/loose/spring/kinky wave hair extension human P38Specifications overview：Type:Hair ExtensionMaterial:Human Hai
10、rHuman Hair Type:Brazilian HairHair Grade:Remy HairVirgin Hair:YesHair Extension Type:Hair WeavingStyle:wave/loose/body/straightPlace of Origin:Zhejiang,China(Mainland)16 跨境电商沟通与客服案例案例3：Power SupplyElectricPlace of OriginZhejiang China(Mainland)Brand NamePINEWELLModel NumberPR-999COLOURSome Colour 1
11、7 跨境电商沟通与客服2 2、产品推荐信、产品推荐信称呼正文（产品名称、特点等）信尾敬语签名 18 跨境电商沟通与客服Functional expressions:This is*from*Co.,Ltd.of China writing to you,hoping this mail finds you in your best time.Thank you for taking a few minutes to read about our new product recommendation.We believeThank you again for taking the time to
12、 consider our new product.Ill be happy to send you samples for evaluation!We sincerely hope you place the order ASAP!19 跨境电商沟通与客服常用句型常用句型1.Thanks for your visiting to my online store！感谢您访问我的网上商店！1.What may I do for you?我能为你做什么吗？2.Is there anything you like?有什么你喜欢的吗？3.If you cannot find anything you
13、like,you can tell us,and we will help you to find the source!如果找不到你喜欢的任何东西，可以告诉我们，我们将帮助你找到货源！4.We are one of the biggest suppliers of Electronic Shaver on AliExpress.我们是阿里巴巴全球速卖通电子剃须刀最大的供应商。20 跨境电商沟通与客服补充材料1、改良无价值、单调、功能庞杂的产品描述2、“个性”体现在首页上3、重视品牌故事和社会认同感4、避免太多无用的形容词和填充词5、改良错误的格式和编辑 21 跨境电商沟通与客服2.3 2.3
14、 跨境电商售前咨询跨境电商售前咨询 Pre-sales Consulting 售前咨询售前咨询价格价格回复回复样品、样品、运费运费回复回复支付支付跨境跨境物流物流 22 跨境电商沟通与客服2.3.12.3.1价格回复价格回复Price Reply 1 1、报价、报价回复函：感谢对方询价，希望与对方建立业务，订单的条件和报价。Dear sir，Thanks for your inquiry.We cherish this chance to do business with you very much.If you order a quantity of 1,000,we can offer y
15、ou the bulk price of USD xxxx/piece with free shipping.I look forward to your reply.Regards John 23 跨境电商沟通与客服2 2、买家砍价的回复、买家砍价的回复 Dear Joathan,Thank you for your interests in my item.I am sorry but we cant offer you that low price you asked for.We feel that the price listed is reasonable and has been
16、 carefully calculated and leaves me limited profit already.However,wed like to offer you some discounts on bulk purchases.If your order is more than 10000 pieces,we will give you a discount of 5%off.Please let me know for any further questions.Thanks.Sincerely,24 跨境电商沟通与客服2.3.22.3.2样品、运费的回复样品、运费的回复 Sample 1：有偿样品：有偿样品 The order of a single sample product costs USDxxxx with shipping fees included.25 跨境电商沟通与客服Sample 2Sample 2：不能提供样品：不能提供样品 Dear Mike,Thank you for your inquiry.I am happy to contact
