項目四跨境電商售中客服任務(wù)三解答客戶咨詢3跨境電商客服客戶咨詢類別CustomerServiceinCross-BorderE-Commerce一、產(chǎn)品咨詢二、費用咨詢四、物流咨詢?nèi)?、支付咨?跨境電商客服一、產(chǎn)品咨詢——情境①斷貨CustomerServiceinCross-BorderE-CommerceWearesorrytoinformyouthatthisitemisoutofstock.Wewillcontactthefactorytoseewhentheywillbeavailableagain.Also,wewouldliketorecommendsomeotheritemswhichareofthesamestyle.Wehopeyoulikethemaswell.Youcanclickthefollowinglinktocheckthemout.告知斷貨向工廠確認何時有貨推薦同類型其他產(chǎn)品5跨境電商客服一、產(chǎn)品咨詢——情境②少貨CustomerServiceinCross-BorderE-CommerceSincetheitemyouorderedisverypopular,theyhaveahighriskofsellingoutsoon.Pleaseplaceyourorderassoonaspossible.此貨暢銷提示斷貨風險促使客戶下單6跨境電商客服一、產(chǎn)品咨詢——情境③規(guī)格CustomerServiceinCross-BorderE-CommerceSizeMofthisdresswillfityouprettywell.Specification規(guī)格Type型號Colour顏色Material材質(zhì)Function功能7跨境電商客服二、費用咨詢——情境①拒絕客戶砍價CustomerServiceinCross-BorderE-CommerceIamsorrytosaythatwecan’tofferyouthatlowpriceyouaskedfor.Asthepriceweofferhasbeencarefullycalculatedandourprofitmarginisalreadyverylimited.明確拒絕說明精確計算后的報價具有合理性解釋產(chǎn)品利潤已經(jīng)非常有限，爭取得到客戶理解。8跨境電商客服二、價格咨詢——情境②提供批量采購折扣方案CustomerServiceinCross-BorderE-CommerceWecanofferyoua()%discountifyoupurchasemorethan()piecesinoneorder.Wecanofferyouthebulkpriceof()USD/pieceifyouorder()piecesinoneorder.提示一次性、批量采購有折扣9跨境電商客服三、支付咨詢——情境①告知買家支付方式CustomerServiceinCross-BorderE-CommerceWeacceptPayPalandCreditcard.PayPalishighlyrecommendedbecauseit’ssaferandeasier,andcouldbeusedinmanyshoppingwebsite.強烈推薦說明理由10跨境電商客服三、支付咨詢——情境②催促客戶付款CustomerServiceinCross-BorderE-CommerceWeappreciatedyourpurchasefromus.Butitseemsthatyourorderisstillunpaid.IfthereisanythingIcanhelp,pleasefeelfreetocontactme.Afterthepaymentisconfirmed,Iwillprocesstheorderandshipitoutassoonaspossible.感謝客戶下單委婉提示客戶未付款以快速發(fā)貨激勵客戶付款11跨境電商客服四、物流咨詢——情境①告知買家已發(fā)貨CustomerServiceinCross-BorderE-CommerceWehaveshippedyourorderonFeb.5thby(shippingmethod).Thetrackingnumberis().Itwilltake5-10daystoreachyourdestination.Pleasechecktheupdatedtrackinginformationinyouraccount.Thanksforyourpatience.告知發(fā)貨時間告知物流單號告知物流大致所需時間12跨境電商客服四、物流咨詢——情境②詢問客戶是否收到貨CustomerServiceinCross-BorderE-CommerceAccordingtothestatusshownonEMSwebsite,yo