速卖通新人培训基础篇(二)
Winnie-20 2019-09-18 16:50:00
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五、客服工作

做了选品、上架、产品结构布局,营销等那么多的准备工作,再加上房租、人员开支以及各项支出,算下平均要花多少时间、金钱和精力才能换来顾客的一声简单问候? 怎么舍得让客户溜走?是否想过:在这句简单问候和疑问的背后,顾客又想些什么?

因此客服的工作不可小觑,对店铺的业绩提升起到至关重要的作用。

客服工作按流程分为售前、售中、售后。

1、售前 :售前服务相当于销售,就是卖东西。主要工作内容是解答拍下产品前顾客问的各种问题,然后促成交易。既然目的是促成交易,是不是顾客一上来咨询,就立即让他买东西呢,强卖未必有很好效果。有句话叫做“将欲取之,必先予之”,不一定要他买东西,耐心热情精准地回答完顾客的各种疑问,取得信任后,自然会有成交。

对速卖通而言,售前疑问主要有:询价,物流方式,产品包装,规格,数量,质量等。

① 拒绝讲价

As you know ,our Products,Pure hand-made carefully and carefully selected materials. So it is the best price . the lowest price we can provide is showed on the listing. But When you order ,please get a coupon,and save more.(给客户发送优惠券)

② 询问产品规格

About your problem, I have checked the item information for you.

1)__________________________________(回答客户问题)

2)__________________________________(回答客户问题)

3)__________________________________(回答客户问题)

Hope it can help you.

③ 询问多久发货

orders are usually processed within 24 hours . We promise to deliver the goods to you in time. If there is any delay, we will compensate for your loss.

④ 询问多久收到货

Normally 8-25 days to get the order, except Brazil. 3-10 days to get Some orders are sent via express service ). Sometime the transit time may be long and vary, particularly during the holiday season. Please contact us if you need help for the tracking。

⑤ 包装是否安全

Yes, We have 4 years' export packing and transportation experience, we have different packing methods for each kind of products, and we guarantee that there is no damage during the transportation.If there is any damage, we will compensate you。

.......

2、售中:当顾客下单至确认收货之间的过程称为售中服务,主要包括:顾客付款、支付流程、要求备注、快递、发货、顾客交易评价、确认收货过程的所有问题

① 已发货,无法取消订单

Just i check your parcel,sorry to tell that it has been sent out.We can not stop the shipment .May be you like it after you receive the item. If You don’t like it ,and you can put it to your relatives or friends as a gift .

Sorry for the inconvenience and hope you can get it soon.

② 节日物流延误

We were having the xxxx( 周末/法定节日)Holiday from xxxx (日期)to xxxx (日期). During that time, all the shipping service was not be available and may cause the shipping delay for several days.Please kindly understand and Patiently wait.

③ 未收到货,客户要求延长收货时间

I have extended the delivery date by 20(30天) days for you , so never worry, your money is safe,please patiently wait.

④ 显示妥投,但未收到货

Just I have checked it and it shows that the post have delivered to you. So please go to ask the clerk in your local post with the number。

Please feel free to contact us if you have any further questions.

⑤ 目的国,物流信息停止,跟踪,建议去当地邮局查询

Just we check parcel for you,it should have arrived your country,however it might encountered some troubles during the shipping, please check your local Post to confirm it? May be you have forgotten to fetch it.

Please feel free to contact us if you have any further questions.

...........

3、售后

售后服务就是在顾客收到商品后,在使用的过程中,关于退换货以及中差评、投诉纠纷交易的处理等各个环节。由此可见售后主要是处理顾客的情绪。

那么如何安抚好客服的情绪?首先保持良好的心态,听客服说完,发泄完,然后抓重点解决就好。有句话叫做“不打不相识“跟客户也是如此,有纠纷就有机会把客户变成忠实顾客,甚至交朋友。此刻,纠纷客户最有可能因为你的处理态度和方式,发生180度转变,信任你,给客户留下深刻的影响(加深了店铺在顾客心中的好感)。既然在彼此身上花费那么多时间,为何就不能将此时间段转变成有价值的沟通,赢得顾客后续的订单呢。

同时不要放过任何赞美顾客的机会,善良的,友好的,诚实的,有信仰等等

① 发错货纠纷(把锅甩给仓库)

hi, friend, we are sorry for the problem of the product.just we checked it for you,the worker in our warehouse they made a mistake.they choose the wrong one for you.hope you give us a chance.we offer you 2 solution.

(1) you can keep XXX,we will give you XXX dollars refund and XXXX dollars discount for your next order.hope you can cancel the dispute and give us all 5 star feedback for this order.(2) if you can't accept it,plz help to return it to us,when we receice it,we will give you the full refund.which solution do you choose? waiting for your reply.

② 纠纷,先退款,收到货补钱

i have refund u the full money first , and when u get the items , just refund me 80% money,xx USD, the payment link : xxxxxxxxxx , i give quick talk to you. Also you can get better service from me, like lowest price,quicker shipping speed, better after sales support.

.........

六、订单处理

初创公司业务员,还要懂得如何选择物流渠道,给各订单分配物流渠道,方便跟单员直接打印地址标签。

从节约成本的角度,选择物流渠道

1、5USD以下,选择菜鸟经济小包 / 平邮小包 / 无忧简易

2、挂号小包 / E邮宝 / 无忧标准 :单边不超过60cm,周长不超过90cm,重量2公斤以下。(后台对比价格,哪个便宜选择哪个物流渠道)

3、E特快 / EMS: 单边不超过60cm,周长不超过90cm,重量2公斤以上的抛货。(后台对比价格,哪个便宜选择哪个物流渠道)

4、DHL / UPS / FedEx : 实重货物 (参考货代报价,哪个便宜选择哪个)

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