跨境電商客服必備售前郵件模板-ESG跨境

郵件回復(fù)是跨境電商客戶服務(wù)工作最常用的技巧，以下將以客服售前服務(wù)進(jìn)程中最典范的環(huán)節(jié)舉例解釋。

一、售前溝通郵件

1、買家訊問(wèn)物品細(xì)節(jié)的問(wèn)題

(1) 關(guān)于尺碼

示例：一位美國(guó)買家告知你，她通常穿一件美式8號(hào)裙。她想問(wèn)你她該買哪種尺寸的。你答復(fù)說(shuō)她的M碼比擬適合。

問(wèn)題：

Hi，seller , I usually wear an American size 8 dress. What size should I buy?
答復(fù) ：

Dear customer, our suggestion is that size M suits you well. If you have any questions, please contact us,Thanks!

(2) 關(guān)于合并運(yùn)費(fèi)

示例：

當(dāng)買家一次購(gòu)置超過(guò)一件商品時(shí)，他們可能會(huì)請(qǐng)求你整合運(yùn)輸成本,你可以通過(guò)修正并發(fā)送電子發(fā)票(invoice) 的情勢(shì)，對(duì)買家購(gòu)置的多件商品只收取一次運(yùn)費(fèi)。在電子發(fā)票發(fā)送勝利后，及時(shí)告訴買家運(yùn)費(fèi)巳合并，讓買家直接通過(guò)電子發(fā)票進(jìn)行支付 。
問(wèn)題 ：

Hi,I'm going to buy some goods from you. May I pay the freight in advance?
Please. send me just in one package, thanks!

答復(fù) ：

Hello , dear customer , sincerely thanks for choosing us !

We have combined the shipping already and only charge you the shipping fee once. You can check the invoice I’ve just sent to you and please. make the payment through the invoice directly.Please feel free to contact us if you have any other questions. Thanks!

2、 關(guān)稅問(wèn)題

問(wèn)題 ：

hi,seller,I want to buy this and ship it to Louisiana in the United States. What are the import duties or customs charges?
答復(fù) ：

Thank you for your inquiry. I understand that you are worrying about any possible extra expense for this item. According to past experience, it did not involve any extra expense at buy- er side for similar small or low cost items. Please do not worry about it too much.

However , in some inpidual cases, buyer might need to take some import taxes or customs charges in import countries. As to specific rates, please consult your local custom office. Appreciate for your understanding.

3、關(guān)于大批訂單詢價(jià)

問(wèn)題：

Hello, I want to order ××××pieces for this item , how about the price?

答復(fù) ：

Dear buyer ,

Thanks for your inquiry. We cherish this chance to do business with you very much. The order of a single sample product costs $ ××××USD with shipping fees included. If you order ××× pieces in one order , we can offer you the bulk price of ×××× USO/piece with free shipping. I look forward to your reply. Regards!

4、支付方法

問(wèn)題：

Do you accept check or bank transfer? I do not have a PayPal account.

答復(fù) ：

We shall be glad to answer your inquiry as to the price of the goods.
For the sake of simplifying the process, I suggest that you pay through PayPal. As you know, it always takes at least 2-3 months to clear international check so that the dealing and shipping time will cost too much time.

PayPal is a faster, easier and safer payment method. It is widely used in international on- line business. Even if you do not want to register a PayPal account, you can still use your credit card to go through checkout process without any extra steps.

I hope my answer was helpful to you.

5、還價(jià)

問(wèn)題：

Hello, I can give 100 dollars. Is it OK?

答復(fù)：

We are glad that you are interested in my goods.

We are sorry for that we can’t offer you that low price you bargained. In fact the price listed is very reasonable and has been carefully calculated and our profit margin is already very limited.

However , we’d like to offer you some discount if you purchase more than 5 pieces in one order ，×% discount will be given to you.

Please let me know if you have any further questions. Thanks! Yours Sincerely ,

Seller Name or ID

特別聲明：以上文章內(nèi)容僅代表作者本人觀點(diǎn)，不代表ESG跨境電商觀點(diǎn)或立場(chǎng)。如有關(guān)于作品內(nèi)容、版權(quán)或其它問(wèn)題請(qǐng)于作品發(fā)表后的30日內(nèi)與ESG跨境電商聯(lián)系。