邮件回复是跨境电商客户服务工作最常用的技能,以下将以客服售前服务过程中最典型的环节举例说明。

一、售前沟通邮件

1、买家询问物品细节的问题

(1) 关于尺寸

示例:一位美国买家告诉你,她通常穿一件美式8号裙。她想问你她该买哪种尺码的。你回答说她的M码比较合适。

问题:

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

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

(2) 关于合并运费

示例:

当买家一次购买超过一件商品时,他们可能会要求你整合运输成本,你可以通过修改并发送电子发票(invoice) 的形式,对买家购买的多件商品只收取一次运费。在电子发票发送成功后,及时告知买家运费巳合并,让买家直接通过电子发票进行支付 。
问题 :

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!

回答 :

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 关税问题

问题 :

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

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 individual 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.
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3、关于大量订单询价

问题:

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

回答 :

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、支付方式

问题:

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

回答 :

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、还价

问题:

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

回答:

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