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)工作更常用的技巧，以下將以客服售前服務(wù)流程中更典范的環(huán)節(jié)舉例說明。

一、售前交流郵件

1、買家訊問物品細(xì)節(jié)的問題

(1)關(guān)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(fù)說她的M碼對比適合。

問題：

Hi，seller,IusuallywearanAmericansize8dress.WhatsizeshouldIbuy？
答復(fù)：

Dearcustomer,oursuggestionisthatsizeMsuitsyouwell.Ifyouhaveanyquestions,pleasecontactus,Thanks！

(2)關(guān)于合并運費

示例：

當(dāng)買家一次購置超過一件商品時，他們可能會要求你整合運輸成本,你可以通過修正并發(fā)送電子發(fā)票(invoice)的形式，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)送成功后，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'mgoingtobuysomegoodsfromyou.MayIpaythefreightinadvance？
Please.sendmejustinonepackage,thanks！

答復(fù)：

Hello,dearcustomer,sincerelythanksforchoosingus！

Wehavecombinedtheshippingalreadyandonlychargeyoutheshippingfeeonce.YoucanchecktheinvoiceI’vejustsenttoyouandplease.makethepaymentthroughtheinvoicedirectly.Pleasefeelfreetocontactusifyouhaveanyotherquestions.Thanks！

2、關(guān)稅問題

問題：

hi,seller,IwanttobuythisandshipittoLouisianaintheUnitedStates.Whataretheimportdutiesorcustomscharges？
答復(fù)：

Thankyouforyourinquiry.Iunderstandthatyouareworryingaboutanypossibleextraexpenseforthisitem.Accordingtopastexperience,itdidnotinvolveanyextraexpenseatbuy-ersideforsimilarsmallorlowcostitems.Pleasedonotworryaboutittoomuch.

However,insomeinpidualcases,buyermightneedtotakesomeimporttaxesorcustomschargesinimportcountries.Astospecificrates,pleaseconsultyourlocalcustomoffice.Appreciateforyourunderstanding.

3、關(guān)于大批訂單詢價

問題：

Hello,Iwanttoorder××××piecesforthisitem,howaboutthePRICE？

答復(fù)：

Dearbuyer,

Thanksforyourinquiry.Wecherishthischancetodobusinesswithyouverymuch.Theorderofasinglesampleproductcosts$××××USDwithshippingfeesincluded.Ifyouorder×××piecesinoneorder,wecanofferyouthebulkpriceof××××USO/piecewithfreeshipping.Ilookforwardtoyourreply.Regards！

4、支付方法

問題：

Doyouacceptcheckorbanktransfer？IdonothaveaPayPalaccount.

答復(fù)：

Weshallbegladtoansweryourinquiryastothepriceofthegoods.
Forthesakeofsimplifyingtheprocess,IsuggestthatyoupaythroughPayPal.Asyouknow,italwaystakesatleast2-3monthstoclearinternationalchecksothatthedealingandshippingtimewillcosttoomuchtime.

PayPalisafaster,easierandsaferpaymentmethod.Itiswidelyusedininternationalon-linebusiness.EvenifyoudonotwanttoregisteraPayPalaccount,youcanstilluseyourcreditcardtogothroughcheckoutprocesswithoutanyextrasteps.

Ihopemyanswerwashelpfultoyou.

5、還價

問題：

Hello,Icangive100dollars.IsitOK？

答復(fù)：

Wearegladthatyouareinterestedinmygoods.

Wearesorryforthatwecan’tofferyouthatlowpriceyoubargained.Infactthepricelistedisveryreasonableandhasbeencarefullycalculatedandourprofitmarginisalreadyverylimited.

However,we’dliketoofferyousomediscountifyoupurchasemorethan5piecesinoneorder，×%discountwillbegiventoyou.

Pleaseletmeknowifyouhaveanyfurtherquestions.Thanks！YoursSincerely,

SellerNameorID

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(guān)于作品內(nèi)容、版權(quán)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。