學習處理費用問題咨詢回復跨境電商客戶關(guān)系管理情景描述任務導入知識點講解總結(jié)任務操作目錄李曉在企業(yè)郵箱收到一封郵件。情景描述郵件的主要內(nèi)容是客戶對的咨詢。學習售前跨境客服的技巧。小組討論：跨境客服是和顧客直接接觸的崗位，跨境客服需要掌握哪些費用相關(guān)問題的回復技巧呢？任務導入任務操作跨境客服應該掌握以下費用回復問題：一、客戶詢問關(guān)稅問題的回復二、合并支付及修改價格操作的回復三、提醒買家盡快付款的回復四、商品熱銷，催促買家盡快付款的回復客戶詢問關(guān)稅問題的回復知識點講解知識點講解Dear

friend,Thankyouforyour

inquiry.Iunderstandthatyouareworriedaboutextracostforthis

item.Basedonpastexperience,importtaxesfallsintotwo

situations.First,itdidnotinvolveanypossibleextracostforthisitematlowerpriceinmost

countries.Second,insomespecialcases,buyersmightneedtopaysomeimporttaxesorcustomschargesevenwhentheirpurchaseissmallvalue.Astospecificrates,pleaseconsultyourlocalcustoms

office.Iappreciateforyourunderstanding!Bestwishes,XXX合并支付及修改價格操作的回復知識點講解知識點講解Dear

friend，Ifyouwouldliketoplaceoneorderformanyitems,pleasefirstclick"addtocart",then“buynow”,andcheckyouraddressandorderdetailscarefullybeforeclicking“submit”.Afterthat,pleaseinformme,andIwillcutdownthepricetoUS$XX.Youcanrefreshthepagetocontinueyour

payment.Thankyou.Ifyouhaveanyfurtherquestions,pleasefeelfreetocontactme.Best

Regards,XXX提醒買家盡快付款的回復知識點講解知識點講解Dear

Anderson,Weappreciatedyourpurchasefromourstore.However,wenoticethatyouhaven’tmadethepaymentyet.ThisisafriendlyremindertoyoutocompletethepaymenttransactionASAP.Instantpaymentsareveryimportant.Theearlieryoupay,thesooneryouwillgetthe

item.Ifyouhaveanyproblemsonpayment,pleaseletus

know.Lookingforwardtoyour

reply.Best

wishes,XXX商品熱銷，催促買家盡快付款的回復知識點講解知識點講解Dear

Helen,Weappreciateyourorderfromus.Youhavechosenoneofthebest-sellingproductsinourstore.Itisverypopularforitsgoodqualityandcompetitiveprice.Rightnow,weonlyhaveXXlotsoftheXcolorsleft.Wewouldliketoinformyouthatthisproducthasahighriskofsellingout

soon.Wenoticedthatyouhadn’tfinishedthepaymentprocessfortheorder.We’dliketoofferyoua10%discountonyourorder,ifyoupurchasenow,toensurethattheproductdoesn’tsellout.Wewillshipyourorderwithin24hoursonceyourpaymentis