速卖通客服做什么工作?常用话术有哪些?

  速卖通是淘宝推出的一个面向海外消费者的网购平台,任何有货源的商家,都可以在这个平台开通店铺,吸引海外消费者来购买。其实,此平台客服每天所做的工作和淘宝客服工作内容差不了多少,不同的是,速卖通客服基本用的是外语。

  岗位职责:

  1、处理和跟进速卖通平台客户服务

  2、及时回复客户咨询,跟进客户订单,解决客户投诉问题;

  3、维护账户的安全,处理订单纠纷,维护账号良好发展;

  4、立足客户角度,细致贴心灵活为客户提供所需服务,提升客户满意度和忠诚度。

  常用话术:

  1、当买家光顾你店铺,询问产品信息时:

  重点:跟买家初次打招呼,要亲切、自然并表示出你的热情。尽量在初步沟通时把产品元素介绍清楚, 范例参考:

  Hello, my dear friend.Thank you for your visiting to my store, you can find the products you need from my store . If there are not what you need, you can tell us, and we can help you to find the source, please feel free to buy anything! Thanks again.

速卖通客服做什么工作?常用话术有哪些?

  2、鼓励买家提高定单金额和定单数量,提醒买家尽快确认定单时,可参考:

  Thank you for your patronage, if you confirm the order as soon as possible, I will send some gifts. A good news: Recently there are a lot of activities in our store. If the value of goods you buy count to a certain amount, we will give you a satisfied discount.

  3、交易进行中,通知买家去参看物流情况时,可参考:

  The goods you need had been sent to you. It's on the way now.Please pay attention to the delivery and sign as soon as possible. If you have any questions, please feel free to contact me.

  4、当完成交易,您表示感谢,并希望他下次能够再次回头时,可参考:

  Thank you for your purchase, I have prepared you some gifts, which will be sent to you along with the goods.Sincerely hope you like it. I'll give you a discount, if you like to purchase another products.

  5、推广新产品,可给买家推荐自己热销的产品。

  例如圣诞节(在圣诞节来临之际,圣诞礼品将是一个热销产品。很多买家从我们这进货到他们自己的商店里出售。这个产品的利润不错。以下是我们圣诞产品的介绍,请点击了解。10个起批我们将给您批发的价格.)

  Hi friend,

  Right now Christmas is coming, and Christmas gift has a large potential market. Many buyers bought them for resale in their own store, it‘s high profit margin product, here is our Christmas gift link, Please click to check them , if you want to buy more than 10pieces, we also can help you get a wholesale price.

  Thanks.

  Regards

  速卖通客服主要就是回答客户的问题,帮助客户解决售前、售后和售中的所有问题的,解决这些问题还是其次,速卖通客服要通过自己的服务引导客户来下单,为店铺赢得销量,这才是客服的最终目标。想要做好客服,上述这些常用话术很重要,大家可以参考下。

  

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发布时间:2019-08-16 16:38:06

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