速卖通客户回复Word文档下载推荐.docx

速卖通客户回复Word文档下载推荐.docx

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如果不能回复询盘一定要给客户一个回应，告诉他已经收到询盘，目前不能回的原因和什么时候能够给客户答复。

2.回复原则——3C原则

Clearness（清楚）

Concisenes（简洁）

Courtesy（礼貌）

3.案例分析

第一回合

（1）需要思考的问题：

专业度professional（多了解自己的产品，在每一封邮件中体现您的专业度）

满足需求度meetdemands

体现诚意showyoursincereity

（2）回复邮件注意点

规范的格式（paragraphy,capitalization,spelling,grammer…）

问候语——礼节、呼应

有问必答——某些问题暂时不能回答，要给客户解释原因，切忌避而不答

重点突出，意思明确

落款——要有完整称呼

第二回合

专业报价——完整且有针对性

专业图片——清晰、方便浏览和接收

问清客户需求——节省双方时间和精力

语气——会影响全局，要有礼貌

几个回合后

客户来邮件后

客户有多个问题一一作答，条理清楚

客户提出的专业问题尤其不能避而不答

涉及到产品证书、质量等级的问题最好主动提及

减少邮件往来的回合，提高效率

4.公司介绍

公司介绍怎么写？

三行最适合且要有独特的卖点，放在开始和结尾都是可以的

公司介绍三行Howlong?

When？

What？

5.讨价还价

第一次报价给自己适当留有空间

价格的合理性

与竞争对手相比

其他选择方案

6.无法满足对方需求时

一定要注意语调＋给出解决方案

总结

意识决定行为

重视你的每一客户，24小时内回复

赢在服务

注意沟通的语气和诚意，内容专业

细节很关键

仔细阅读客户邮件中每一句话，和每一封邮件

提醒买家尽快付款模板

DearAbdullah,

Haveaniceday!

Weappreciatedyourpurchasefromus.However,wenoticedyouthathaven'

tmadethepaymentyet.Thisisafriendlyremindertoyoutocompletethepaymenttransactionassoonaspossible.Instantpaymentsareveryimportant;

theearlieryoupay,thesooneryouwillgettheitem.

Ifyouhaveanyproblemsmakingthepayment,orifyoudon'

twanttogothroughwiththeorder,pleaseletusknow.Wecanhelpyoutoresolvethepaymentproblemsorcanceltheorder.

Thanksagain!

Lookingforwardtohearingfromyousoon.

关于荷兰邮政小包

Dearbuyer,

WesendyourparcelthroughPostNL（Netherlands）Parcel.Becauseofthebattery.ItwillsendtoNetherlandsfirst,thensendtoyourcountry.beforesendtoNetherlands,theremaywillnothavetrackingmessageontheweb,sopleasewait5moredays,thetrackingmessagewillupdatesoonandyourwillgetitsoon.

Bestregards,

AliceYang

DearX,

Weappreciateyourorderfromus.

Youhavechosenoneofthebestsellingproductsinourstore.

It’sverypopularforitsgoodqualityandcompetitiveprice.Rightnow,weonlyhaveXlotsoftheXcolorsleft.

Wewouldliketoinformyouthatthisproducthasahighriskofsellingoutsoon.

Wenoticedthatyouhadn’tfinishedthepaymentprocessfortheorder.

We’dliketoofferyoua10%discountonyourorder,ifyoupurchasenow,toensurethattheproductdoesn’tsellout.Wewillshipyourorderwithin24hoursonceyourpaymentisconfirmed.

Ifyouneedanyhelporhaveanyquestions,pleaseletusknow.

BestRegards,

（yourname）

PS:

WeareoneofthebiggestsuppliersonAliExpress.Withmorethan3years’experienceinworldtrade,weareabletoprovidethebestprices,thehighestqualityandthesuperiorservice.Weinspectourproductsbeforeshippingthemoutandprovidea1yearwarrantyforallproducts.Wepromisetogiveyouafullrefundiftheproductsarenotasdescribed.

Ifyouhaveanyquestions,pleasecontactus;

wearehappytohelpyou.

催促下单，库存不多

DearX,

Thankyouforyourinquiry.

Yes,wehavethisiteminstock.Howmanydoyouwant?

Rightnow,weonlyhaveXlotsoftheXcolorleft.Sincetheyareverypopular,theproducthasahighriskofsellingoutsoon.

Pleaseplaceyourorderassoonaspossible.

Thankyou!

回应买家砍价

Dearx,

Thankyouforyourinterestsinmyitem.

Iamsorrybutwecan’tofferyouthatlowpriceyouaskedfor.

Wefeelthatthepricelistedisreasonableandhasbeencarefullycalculatedandleavesmelimitedprofitalready.

However,we’dliketoofferyousomediscountsonbulkpurchases.

IfyourorderismorethanXpieces,wewillgiveyouadiscountofxx%off.

Pleaseletmeknowforanyfurtherquestions.Thanks.

因为周末导致回复不够及时,先表示歉意，因为错过了最佳24小时回复时间所以可通过主动打折的方式赢取客户。

Iamsorryforthedelayedresponseduetotheweekend.

Yes,wehavethisiteminstock.Andtoshowourapologyforourdelayedresponse,wewillofferyou10%off.

PleaseplaceyourorderbeforeFridaytoenjoythisdiscount.Thankyou!

Pleaseletmeknowifyouhaveanyfurtherquestions.Thanks.

选择escrow，提醒折扣快结束了

HelloX,

Thankyouforthemessage.Pleasenotethatthereareonly3dayslefttoget10%offbymakingpaymentswithEscrow（creditcard,Visa,MasterCard,moneybookersorWesternUnion）.

Pleasemakethepaymentassoonaspossible.Iwillalsosendyouanadditionalgifttoshowourappreciation.

合并支付及修改价格的操作

Ifyouwouldliketoplaceoneorderformanyitems,pleasefirstclick"

addtocart"

then“buynow”,andcheckyouraddressandorderdetailscarefullybeforeclicking“submit”.Afterthat,pleaseinformme,andIwillcutdownthepricetoUS$XX.Youcanrefreshthepagetocontinueyourpayment.Thankyou.

Ifyouhaveanyfurtherquestions,please