速卖通如何做好客服.pptx

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1、会计学1速卖通如何速卖通如何(rh)做好客服做好客服第一页，共49页。一一.做好客服的重要性做好客服的重要性顾客顾客(gk)是上帝是上帝第2页/共49页第二页，共49页。二二 .浅谈浅谈(qin tn)做好客服技做好客服技巧巧 1.Quick 2.Care 3.Professional 第3页/共49页第三页，共49页。1.Quick 回复及时给客户留回复及时给客户留下好印象下好印象(ynxing)（黄金（黄金6秒）秒）VS第4页/共49页第四页，共49页。quickn n旺旺的个性签名n n旺旺响应的时间，自动回复n n客户分组n n多个往往用聊天背景(bijng)区分第5页/共49页第五页

2、，共49页。第6页/共49页第六页，共49页。第7页/共49页第七页，共49页。2.Caren nConsiderate-Response all points,give more 详n n eg.I am interested your products,may I know the wholesale price?n nAsk back,吸引(xyn)客户回复n n沟通时要注意第8页/共49页第八页，共49页。如何如何(rh)ask back,How to Attract a Reply?n nASK:how much forn nAnswer:Hello,Glad to receive

3、your enquiry.According to your enquiry I do not know which style you need because we have so many types showing on our store,can you please let me know the detailed model according to our store?Looking forward to hearing from you soon.Rgds xxx第9页/共49页第九页，共49页。沟通沟通(gutng)时要注意时要注意用词简单生硬影响客户体验（加语气词）一切都

4、为了让客户留得更久（先交朋友）千万要注意网络交易安全 （专业(zhuny)的形象）建议搭配适当的旺旺表情（亲和力加分）第10页/共49页第十页，共49页。3.Professional（回复（回复(huf)的思的思路）路）1.完全熟悉产品知识，专业知识 2.回复所有提问，面面俱到，给出肯定答复；3.简单介绍店铺和自己的产品，突出产品的差异化优势 4.针对不同客户地区买家需求(xqi)不同，做出有针对性的回复；（如：美 突出产品质量）5.认知对方；6.持续跟进，了解客户购买体验。第11页/共49页第十一页，共49页。不同地区买家不同地区买家不同地区买家不同地区买家(m(m i ji)i ji)的习

5、惯不同的习惯不同的习惯不同的习惯不同n n美国美国-最关心的首先是商品的质量，最关心的首先是商品的质量，其次是包装，其次是包装，它跟商品质量的本身处于同等的地位。最后才是价格。它跟商品质量的本身处于同等的地位。最后才是价格。因此产品质量的优劣是进入美国市场的关键因此产品质量的优劣是进入美国市场的关键n n巴西巴西-以棕色为主，以棕色为主，紫色表示悲伤，黄色表示绝望。紫色表示悲伤，黄色表示绝望。在巴西，曾有过这样失败的例子，日本在巴西，曾有过这样失败的例子，日本(r bn)(r bn)向巴西出向巴西出口的钟表，因在钟表盒上，配有紫色的饰带，由于紫色口的钟表，因在钟表盒上，配有紫色的饰带，由于紫色

6、被认为是不吉利的颜色，因而不受欢迎。在巴西，被认为是不吉利的颜色，因而不受欢迎。在巴西，回回话和行文时使用当地语言会更便利和亲切。使用名片应话和行文时使用当地语言会更便利和亲切。使用名片应有当地通用文字，商品说明应有当地文字对照。有当地通用文字，商品说明应有当地文字对照。n n俄罗斯俄罗斯-认为商品质量的好坏及用途是最重要的，买卖认为商品质量的好坏及用途是最重要的，买卖那些能够吸引和满足广大消费者一般购买力的商品是很那些能够吸引和满足广大消费者一般购买力的商品是很好的生财之道。好的生财之道。第12页/共49页第十二页，共49页。三三.用贴心服务用贴心服务(fw)和专业询和专业询盘征服买家盘征服

7、买家第13页/共49页第十三页，共49页。第14页/共49页第十四页，共49页。第15页/共49页第十五页，共49页。第16页/共49页第十六页，共49页。第17页/共49页第十七页，共49页。第18页/共49页第十八页，共49页。第19页/共49页第十九页，共49页。第20页/共49页第二十页，共49页。第21页/共49页第二十一页，共49页。第22页/共49页第二十二页，共49页。买家付款买家付款(f kun)不上，买家的不上，买家的订单关闭，订单关闭，我该怎么办呐我该怎么办呐？第23页/共49页第二十三页，共49页。第24页/共49页第二十四页，共49页。第25页/共49页第二十五页，共

8、49页。第26页/共49页第二十六页，共49页。第27页/共49页第二十七页，共49页。第28页/共49页第二十八页，共49页。四四.信用评价信用评价(pngji)里的大文里的大文章章速卖通的信用评价(pngji)规则差评出现的原因如何避免解决差评第29页/共49页第二十九页，共49页。第30页/共49页第三十页，共49页。第31页/共49页第三十一页，共49页。第32页/共49页第三十二页，共49页。第33页/共49页第三十三页，共49页。第34页/共49页第三十四页，共49页。第35页/共49页第三十五页，共49页。第36页/共49页第三十六页，共49页。第37页/共49页第三十七页，共4

9、9页。第38页/共49页第三十八页，共49页。第39页/共49页第三十九页，共49页。第40页/共49页第四十页，共49页。五五.售前售前-售中售中-售后售后 邮件邮件(yujin)回复模版回复模版n n 清楚 Clearnessn n简洁(jinji)Concisenessn n礼貌 Courtesy第41页/共49页第四十一页，共49页。n n客户下了订单(dn dn)，未付款 怎么办？n n Dear xxx,n n Thanks for your purchasing from us.n n The item you selected is a high quality one wit

10、h competitive price.You would like it.n n If you have any problems of making the payment,please feel free contact with me,n n We can help you to resolve this problems.n n Thank you and waiting for your payment.n n xxx第42页/共49页第四十二页，共49页。客户客户(k h)已付款已付款 ，资金未到，资金未到账账Dear xxx,Dear xxx,Thanks for your s

11、hopping from our store.Thanks for your shopping from our store.It will takes about 24 hours to verify your payment by theIt will takes about 24 hours to verify your payment by theAliexpress,so your order will be processed and shipped out Aliexpress,so your order will be processed and shipped out In

12、24 hours if the payment goes through.In 24 hours if the payment goes through.Thanks for your patience.Thanks for your patience.xxxxxx第43页/共49页第四十三页，共49页。资金未通过资金未通过(tnggu)审核审核1.1.卖家对买家进行安抚卖家对买家进行安抚 If your order has been closed for security reason,If your order has been closed for security reason,you

13、r payment will not be deducted by AliExpress.your payment will not be deducted by AliExpress.However,some banks would hold this payment However,some banks would hold this payment in this situation.Usually the bank will reserve the in this situation.Usually the bank will reserve the payment for up pa

14、yment for up toto 7 business days before releasing 7 business days before releasing back back toto the card holder.If you have any concern about the card holder.If you have any concern about your payment,please be advised your payment,please be advised toto check with your check with your credit car

15、d company for details.credit card company for details.2.2.引导买家自行引导买家自行(zxng)(zxng)查看原因查看原因 3.3.此时，此时，如需重复下订单，告诉买家该怎么办如需重复下订单，告诉买家该怎么办第44页/共49页第四十四页，共49页。资金资金(zjn)到账，到账，已已发货发货 Dear xxx,Dear xxx,How are you?How are you?We are so happy to inform you that your order(order NO:XXX)has been sent out on xxx

16、 by We are so happy to inform you that your order(order NO:XXX)has been sent out on xxx by DHL/UPS/FEDEX.It will takes about 3-5 working days to arrive at you.Thanks for your DHL/UPS/FEDEX.It will takes about 3-5 working days to arrive at you.Thanks for your patience.patience.We will continue to tra

17、ck your order for you,make sure that your goods will reach you safety.We will continue to track your order for you,make sure that your goods will reach you safety.Any questions please contact me freely.Any questions please contact me freely.My email:My email:My telephone:My telephone:Hope we will ha

18、ve a long term cooperation with you.Hope we will have a long term cooperation with you.XXX XXX 第45页/共49页第四十五页，共49页。客户客户(k h)已收到货，已收到货，催评催评 Dear xxx,Dear xxx,We are glad you have received the goods.We are glad you have received the goods.If you have any questions,please feel free to contact with us a

19、ny time.we will If you have any questions,please feel free to contact with us any time.we will give you the best service.give you the best service.Our email is:Our email is:Our telephone is:Our telephone is:We will be appreciated if you can leave a positive feedback,as we will fo the same for you We

20、 will be appreciated if you can leave a positive feedback,as we will fo the same for you,dear.,dear.Have a great day!Have a great day!xxx xxx第46页/共49页第四十六页，共49页。若好评，若好评，争取争取(zhngq)成为老成为老客户客户 Dear xxx,Dear xxx,Thanks for your positive feedback.Thanks for your positive feedback.From now on,youre our V

21、IP customer,and we will give you 5%extra discount for next order.From now on,youre our VIP customer,and we will give you 5%extra discount for next order.We will strive for providing better services and products for you in the future.We will strive for providing better services and products for you in the future.Welcome your next coming.Welcome your next coming.XXX XXX第47页/共49页第四十七页，共49页。第48页/共49页第四十八页，共49页。感谢您的观看感谢您的观看(gunkn)！第49页/共49页第四十九页，共49页。