跨境電商客服必備售前郵件模板-ESG跨境

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

一、售前溝通郵件

1、買家訊問物品細節(jié)的問題

(1) 關于尺碼

示例：一位美國買家告知你，她通常穿一件美式8號裙。她想問你她該買哪種尺寸的。你答復說她的M碼比擬適合。

問題：

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

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

(2) 關于合并運費

示例：

當買家一次購置超過一件商品時，他們可能會請求你整合運輸成本,你可以通過修正并發(fā)送電子發(fā)票(invoice) 的情勢，對買家購置的多件商品只收取一次運費。在電子發(fā)票發(fā)送勝利后，及時告訴買家運費巳合并，讓買家直接通過電子發(fā)票進行支付 。
問題 ：

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 ：

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、 關稅問題

問題 ：

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 ：

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、關于大批訂單詢價

問題：

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

答復 ：

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

問題：

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

答復 ：

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

問題：

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

答復：

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，不代表ESG跨境電商觀點或立場。如有關于作品內(nèi)容、版權或其它問題請于作品發(fā)表后的30日內(nèi)與ESG跨境電商聯(lián)系。