速卖通新手卖家-基础客户服务邮件模板

ALIEXPRESS新手卖家－基础客户服务Design:FestoonLau2013.12.30•售前－询盘情景沟通邮件模板•售中－订单处理沟通邮件模板•售后－售后注意事项与邮件模板•售后－售后投诉处理技巧与邮件模板主要内容ALIEXPRESS询盘情景沟通邮件模板Design:FestoonLau2013.12.20内容•商业知识－谈判步骤•问询的处理•还盘的处理•发盘的跟进案例背景：公司:GreenTradingCo.,Ltd.产品:MobilePhoneCase商业知识－谈判步骤询盘Enquiry发盘Offer还盘Counter-offer接受Acceptance问询的处理-1Dear,Thanksforyourinquiry.Wouldyoupleaseprovidethelinksforyourinterestedproducts?YouarewelcometoaddourSkypeXXXorMSNXXXforfurtherdiscussion.Weareexpectingtoestablishlongtermrelationshipwithyou.问询－未指明产品1(Message,Trademanager)Dear,Thanksforyourinquiry.Wespecializeinallkindsofmobilephonecaseswhichhaveenjoyedgreatpopularityworldwide.Fordetails,pleasereviewourshop:’dalsoliketoencloseseveralpopularproductsforyourreferencefirstly.Pleasecontactusthroughthefollowingchannelsifanyitemisofinteresttoyou:AliexpressTrademanagerXXX/SkypeXXX/MSNXXX.Lookingforwardtohearingfromyousoon.问询－未指明产品2(Email)问询的处理-2Dear,Thanksforyourinquiry.Yes,thisonehasothercolor(s)/style(s)/picture(s)asattached.Wouldyoupleaseadvisewhichoneisyourfavorite?或Sorrythatwehavenotothercolor/style/pictureforit.Pleasedofeelfreetocheckotherproductsinourstore.We’dliketoofferyouourlatestdiscount.Lookingforwardtoyourfurthercontact.问询－产品是否有更多颜色、款式、图片问询的处理-3Dear,Thanksforyourinquiry.Yes,wehaveplentyofsuchcasesinstock.Couldyouadvisehowmanypcsyouwant?或Sorry,theitemyoumentionedisjustoutofstockanditwillbeavailableintwoweeks.Couldyoupleasecheckwhetherthefollowingsimilaronesarealsosuitableforyou?XXX,XXXX,XXX(link)Lookingforwardtoyourpromptreply.问询－产品是否有货问询的处理-4问询的处理-5•问询－物流时间Dear,Thanksforyourinquiry.Generally,wewouldarrangeyourproductwithin2-3businessdaysuponreceiptofyourpayment.Normallyinternationalshippingwouldbeslowerthandomestic.Itusuallytakes7-21businessdaysbyChinaPostand3-15businessdaysbyEMS/Fedextoyourcountry.Andsometimesifsomeuncontrollablesituationsoccur,suchasbadweather,holiday,etc,itwouldbeslowerthanthat.Thankyouforunderstanding．Welcomeyourorder.Thankyou.Dear,Thanksforyourinquiry.Thecheapestexpresswayfor10pcsofthementionedcasesshippingtoBrazilneedsaboutextra$20(0.65KG)byUPSExpedited,whichonlytakes4-8daystoarrivetoyou.Kindlyadvisewhetheritisacceptableforyou.WewelcomeyoutocontactusviaTrademanagerXXXorSkypeXXXorMSNXXXforfurtherdiscussion.问询－快递运费问询的处理-6Dear,Thanksforyourinquiry.Fromtheproductfeedback,trustyouwouldagreethatourpriceisverycompetitiveforsuchgoodquality.Discountcannotbeprovidedfor1pcsasweonlyhaveminimumprofit.However,wecanprovidediscount5%forbulkbuyingnolessthan50pcs.Thankyouforconsiderationandunderstanding.Lookingforwardtoyourresponse.问询－价格(不准备让价)问询的处理-7Dear,Thanksforyourinquiry.Asyouareanewclientforus/youareourmostwelcomedfriend,wedecidedtoacceptyoursuggestedprice/offer10%discountforthesaidproduct(s).Trustyouwouldfindthepricehasreachedbottominconsiderationofitsquality.Wishingyouahappyshoppingwithus.问询－价格(同意让价)问询的处理-8Dear,Thanksforyourenquiryandwearegladyouareinterestedinourproducts.Product:PCGirlCaseforiPhone5S(SKU:72156)Price:$4/pcsMinimumqty:50pcsPacking:PPpackageShipping:2-3businessdaysuponreceiptofpaymentShippedby:ChinaPostWeprovidesuchfavorableoffertotrytobecomeyourreliablebusinesspartner.Lookingforwardtoyourpromptdecision.问询－价格(数量折扣)问询的处理-9Dear,Thanksforyourmessage.Inconsiderationofthesituationyoumentioned/Inordertoassistyoutocompetewithotherdealers/Inordertoshowoursincerity,wehavedecidedtoacceptyourcounter-offerasanexceptionalcase.Lookingforwardtoorderandyoumaybeassuredthatitwillreceiveourpromptattention.还盘－同意还价还盘的处理-1还盘－不同意还价还盘的处理-2Dear,Thanksforyourmessage.Muchtoourregret,wecannotevenslightlycutdowntheprice.Tocopewithtoughcompetitioninthemarket,wehaveofferedyouourlowestprice.Pleasealsoconsideritsqualityandourservice.Thanksforyourkindunderstandingandlookforwardtoestablishlongtermrelationshipwithyou.Dear,WearewritingtocheckwhetheryouhavereceivedourlastquotationonourPCGirlCaseforiPhone5S(SKU:72156)dated20Dec2013.Youmayrestassuredthequalityforthegoodsyouselectedisquitegood.Shouldyouhaveanyconcern,pleasefeelfreetocommunicatewithusonline.Awaitingyourimmediateresponse,weare第一次跟催(3-7天内)发盘的跟进-1Dear,WearesorrytoreachyouagainonourlastquotationregardingourPCGirlCaseforiPhone5S(SKU:72156)dated20Dec2013.Inpastseveralyears,wehaveestablishedgoodrelationshipwithmanyotherdealersworldwide.Youcanrestassuredthatyourpricewillbeprofitable.Weareexpectingyourcommentnomatterwhatitis.Withkindregardstoyouandyourfamily.第二次跟催(20天左右)发盘的跟进-2ALIEXPRESS新ThankYou家－基础客户服务Design:FestoonLau2013.11.2ALIEXPRESS订单处理沟通邮件模板Design:FestoonLau2013.11.25订单处理沟通邮件模板-1•提醒买家付款DearCustomer,Thanksforyourorder.Theitemyouselectedisaonewithhighquality/amostfashion/mostpopularonewithcompetitiveprice.Youwouldlikeit.Instantpaymentcanensureearlierarrangementtoavoidshortofstock.Thankyouandawaitingyourpayment.订单处理沟通邮件模板-2•买家付款后–有货DearValuableCustomer,Thankyouforchoosingourproducts.Youritemwillbearrangedwithin24-48hourstogetcourierno.Anditwouldtakeanothertwodaystobeonlinefortracking.Wewouldchecktheproductqualityandtryourbesttomakesureyoureceiveitinasatisfactoryco