销售沟通邮件.docx

销售沟通邮件.docx

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销售沟通邮件

销售沟通邮件Communication

1.物品出售中：

买家询问物品细节的问题模版

在销售物品的过程中，尽管你可能已经详细的在物品说明展示了物品细节，买家仍可能会咨询一些其他问题或提出额外要求，以下为你可能遇到的两种情况。

请注意：

下划线内容为举例部分，请根据实际情况进行修改。

• 关于尺寸

一位美国买家告诉你她平时穿US8码的连衣裙，想咨询从你这她应该买哪一个尺码，你回复她M号比较适合。

示例：

Hello,seller,Iwear  USSize8  ,couldyougivemesomeadviceonwhichsizeIshouldbuyfromyou?

Hello,dearcustomer,size Mofthisdress willfityouprettywell.Anyotherquestions,feelfreetoletmeknow.Thanks.

• 关于合并运费

当买家一次性购买多件商品时，可能会向你提出合并运费的要求，你可以通过修改并发送电子发票（invoice）的形式，对买家购买的多件商品只收取一次运费。

在电子发票发送成功后，及时告知买家运费已合并，让买家直接通过电子发票进行支付。

示例：

Hello,seller,canyoucombineshippingformeasI’veboughtseveralitemsfromyou?

Pls.sendmejustinonepackage,thanks.

Hello,dearcustomer,thanksforyourbusiness.

Havecombinedtheshippingalreadyandonlychargeyoutheshippingfeeonce.YoucanchecktheinvoiceI’vejustsenttoyouandpls.makethepaymentthroughtheinvoicedirectly.

Anyotherquestions,feelfreetoletusknow.

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2.关税问题

问题：

ArethereanyimporttaxesorcustomschargesthatIneedtobeawareofifIpurchasethisandhaveitshippedheretoLouisianaintheUnitedStates?

回答：

Thankyouforyourinquiry.

Iunderstandthatyouareworryingaboutanypossibleextraexpenseforthisitem.Accordingtopastexperience,itdidnotinvolveanyextraexpenseatbuyersideforsimilarsmallorlowcostitems.Pleasedonotmuchworry.

However,insomeindividualcases,buyermightneedtotakesomeimporttaxesorcustomschargesinimportcountries.Astospecificrates,pleaseconsultyourlocalcustomoffice.Appreciateforyourunderstanding.

YoursSincerely,

SellerNameorID

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3.支付方式

问题：

Doyouacceptcheckorbanktransfer?

IdonothaveaPayPalaccount.

回答：

Thankyouforyourinquiry.

Forsimplifyingtheprocesssake,IsuggestthatyoupaythroughPayPal.Asyouknow,italwaystakesatleast2-3monthstoclearinternationalchecksothatthedealingandshippingtimewillcosttoomuchtime. 

PayPalisafaster,easierandsaferpaymentmethod.Itiswidelyusedininternationalonlinebusiness.EvenifyoudonotwanttoregisteraPayPalaccount,youcanstilluseyourcreditcardtogothroughPayPalcheckoutprocesswithoutanyextrasteps.

Hopemyanswerishelpfultoyou.

YoursSincerely,

SellerNameorID

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4.还价邮件

问题：

Hello,Icangive100dollars.IsitOK?

回答：

Thankyouforyourinterestsinmyitem.

Perhapswecan’tofferyouthatlowpriceyoubargained.I’msorryforthat.Infactthepricelistedisreasonableandbeencarefullycalculated.Itleavesmelimitedprofitalready.

But,we’dliketoofferyousomediscountsonmultipleitems.Ifyoupurchasemorethan5piecesinoneorder,_________discountwillbegivertoyouonamount.

Anyfurtherquestionspleaseletmeknow.Thanks.

YoursSincerely,

SellerNameorID

售后邮件After-sales

1.可以选择加入自动邮件系统中的详细的物流信息

可以选择加入自动邮件系统中的详细的物流信息

示例：

（注意：

红色部分是可根据实际情况进行替换。

）

Dear Customer,

Thankyouforpurchasing （itemIDoritemtitle）.PleasenotethatthisitemiscomingoverseasfromChina,sotheshippingmaytakelongerthandomesticshipping.Wewillshiptheitemoutpromptlyafterreceiptofpayment.Pleaserefertotheestimateddeliverytimechartintheitemdescriptiontoestimateyouritem’sarrivaltime.Yoursatisfactionisourpriority.Ifyouhaveanyconcerns,pleasecontactusthrougheBaymessage.Thankyouforyourunderstandingandpatience.

Yourssincerely.

thesellerID

thesellerstoreURL

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2.对“节假日等可预测的邮递延误进行解释

对节假日等可预测的邮递延误进行解释

示例：

（注意：

红色部分是可根据实际情况进行替换。

）

Dear Customer,

Thankyouforyourpurchaseandpromptpayment.Chinawillbeobservingapublicholidayfrom October1stthroughOctober7th.Assuch,allshippingserviceswillbeunavailableduringthistimeandmaycauseadelayinthedeliveryofyouritemforseveraldays.

Wewillpromptlyshipyouritemwhenthepostofficere-openson October8th.Ifyouhaveanyconcerns,pleasecontactusthrougheBaymessage.Thankyouforyourunderstandingandpatience. 

YoursSincerely.

thesellerID

thesellerstoreURL

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3.对“天气等不可抗力因素造成的延误进行解释

对天气等不可抗力因素造成的延误进行解释

示例：

（注意：

红色部分是可根据实际情况进行替换。

）

Dear Customer,

Thankyouforpurchasinganitemfromourstore.Wearesorrytoinformyouthatthedeliveryofyouritemmaybedelayeddueto HurricaneSandy.

Weshippedyour item（whitecottonT-shirt） on Dec.3rd butunfortunately,wewerenotifiedbythepostofficethatallparcelswillbedelayedduetothisnaturaldisaster.

Yourpatienceismuchappreciated.Ifyouhaveanyconcerns,pleasecontactusthrougheBaymessagesothatwecanrespondpromptly.Ourthoughtsarewithyou.

YoursSincerely.

thesellerID

thesellerstoreURL

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4.物品未收到邮件模板

物品未收到

示例：

（注意：

红色部分是可根据实际情况进行替换。

）

DearCustomer,

Thankyouforpurchasing （itemIDoritemtitle）.Wehavereceivedyourpaymenton Dec16.Foryourreference,thepostaltrackingnumberisbelow:

No.RR725377313CN  

Status:

departurefromoutwardofficeofexchange 

Ship-outDate:

2011-12-17

Standardshiptimesareapproximately7-15businessdays,however withincreasedholidaydemand,theremaybeadelayininternationalparceldeliverytimes.Wepromise afullrefundincludingoriginalshippingcharge iftheitemisnotdelivered30daysafterreceiptofpayment.Yoursatisfactionisourutmostpriority;pleasecontactusifyouhaveanyconcerns. 

Weapologizeforanyinconvenience.Yourunderstandingisgreatlyappreciated. 

Sincerely,

（seller）

thesellerID

thesellerstoreURL

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5.物品与描述不符邮件模板

物品与描述不符

示例：

（注意：

红色部分是可根据实际情况进行替换。

）

DearCustomer,

Wesincerelyregretthatyouarenotsatisfiedwithyourpurchase.Weacceptreturnsorexchangesaslongastheitemisunopenedand/orunused.Westrivetoprovideexceptionalproductsandservicetoourcustomersandyouropinionisveryimportanttous.Pleaseprovideadetailedexplanation,photosarealsowelcome. 

Pleasesendyouritembackto:

 XX,XXXX,200001,Shanghai,China   

Wewillsendyouareplacementuponreceiptofyourparcel.Pleasebeawarethatthereturnshippingandanynewshippingchargesforareplacementitemwillbechargedtothebuyer.

Ifyouhaveanyotherconcerns,pleasecontactusthrougheBaymessagesothatwecanrespondpromptly,thanks.

Yourssincerely.

thesellerID

thesellerstoreURL

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6.物品收到：

关于退货换货模板

也许你会遇到买家要求退换货的情况，在刊登时注明退换货政策，有助于售后进行退换货服务。

注意：

下划线部分为示例，请写明你的退货地址。

•关于退货

当买家收到东西不满意并提出退货时，如果你接受退货，则可对其进行以下回复：

Yes,weacceptreturnorexchange.Pls.sendyouritembackto:

  XX，XXXX，200001，Shanghai，China    

I’llissueyoutherefund（excludingthepostage）viaPayPalonceIreceiveyourparcel.

Thanks.

•关于换货

当买家要求换货时，如果你接受换货，可进行如下回复：

Sure,youcansenditbackforexchange.Pls.sendyouritembackto:

  XX,XXXX,200001,Shanghai,China    

Wewillsendyouanewoneafterreceivingyourparcel.Pleasebeawarethereturnshippingcostandre-sendshippingcostwillbechargedonyourside.

Thanksforyourunderstandingandanyotherquestionsfeelfreetoletmeknow.

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7.物品未收到沟通模板：

提供物流最新状态

当物流延误，买家没有在预期时间内收到物品，会向你咨询，请及时与买家进行沟通。

请注意：

下划线部分为示例，请根据实际情况填写。

•提供物流最新状态

物品寄出后一段时间，买家可能会发来邮件询问物品怎么还没收到，这时你需耐心地向买家解释情况，并请其耐心等待：

Hello,dearcustomer,

I’vejusttrackedyourparcelstatusandgetfollowinglatestinformation:

TrackingNo.:

   RR725377313CN    

Status:

   departurefromoutwardofficeofexchange   

Date:

   2011-10-17    

ItseemsthatyourparcelhasalreadyarrivedinEUandiswaitingforlocaldispatchnow.Pls.justbepatientforanotherseveraldaysandit’llbedeliveredsoon.

Normallyittakes15-20businessdaystoarriveatyou,butasthisisapeakholidayseasonandtheshippingagencyisextremelybusyonhandlingparcelsnow,astheresult,itmightneedlongertimetodelivertheinternationalparcels.

Sorryfortheinconvenienceandyourunderstandingishighlyappreciated.Thanks.

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8.特殊情况致物流延误沟通模板：

节假日/旺季

物流速度往往取决于物流淡旺季、节假日以及不可抗力等多种因素。

当买家没有在预期时间内收到物品，会产生不良的购物体验，进而导致您的卖家表现受到影响，请务必及时与买家做好沟通。

注意：

下划线部分为示例，请根据实际情况进行修改。

•节假日导致物流延误

国庆假期，物流货代公司均放假休息，物品往往会因此耽误投递，请及时联系买家，做好沟通，请买家保持耐心：

Dearbuyer,

Thankyouforpurchasingandpromptpayment.However,we’llhavethe NationalHolidayfromOct1toOct7. Duringthattime,alltheshippingservicewillnotbeavailableandmaycausetheshippingdelayforseveraldays.

Thanksforyourunderstandingandyourpatienceismuchappreciated.Ifyouhaveanyotherconcerns,pls.justletusknow.

Keepintouch.

Thanks.

•自然灾害导致物流延误

请务必时刻关注我们的物流公告，掌握世界各地的自然灾害，判断自己的物品运输是否受到影响，一旦发生问题请及时与买家沟通，此处为火山爆发沟通模板：

Dearcustomer, 

We’res