在網上購物時，因為買家與賣家不是面對面溝通，而是通過網絡進行交流，這從一定程度上會增加彼此之間的距離感，要想獲得買家的信任，與買家直接溝通的客服人員就顯得尤為重要?？头侵泵婵蛻舻?，是促成成交、解答客戶疑惑的最主要人群，也可以說是銷售的第一線。

而線上交易過程中，客服對買家問題的對接速度以及解答的完整度都會影響買家下單的決心。尤其是大促期間，客服要對接的買家數量急劇上升，要在有限的時間內快速解答客戶疑問就顯得尤為重要。而一套好的話術則可以幫助客服事半功倍。速賣通328大促即將到來，賽貝小編在之前的文章中也為大家分享過今年328大促的玩法，詳情可查看《2019速賣通328大促即將來臨，這些促銷玩法你需要了解》，為了幫助大家更好地迎接這大促活動，今天賽貝小編就為大家分享一套速賣通客服常用的實用話術。

一、詢盤回復

外貿詢盤的回復很重要，流利的溝通，真誠的語言，會讓你贏得更多的定單和買家！速賣通賣家在回復買家詢盤時，一般可以分為四個步驟：跟買家打招呼、進一步介紹產品、告知買家付款同時應盡快發(fā)貨、結束語。以下為相關步驟的范例：

1、當買家光顧你店鋪，詢問產品信息時：

重點：跟買家初次打招呼，要親切、自然并表示出你的熱情。盡量在初步溝通時把產品元素介紹清楚， 范例參考:

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.

2、鼓勵買家提高定單金額和定單數量，提醒買家盡快確認定單時，可參考:

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、交易進行中，通知買家去參看物流情況時，可參考：

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、當完成交易，您表示感謝，并希望他下次能夠再次回頭時，可參考：

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、推廣新產品，可給買家推薦自己熱銷的產品。

例如圣誕節(jié)（在圣誕節(jié)來臨之際，圣誕禮品將是一個熱銷產品。很多買家從我們這進貨到他們自己的商店里出售。這個產品的利潤不錯。以下是我們圣誕產品的介紹，請點擊了解。10個起批我們將給您批發(fā)的價格.）

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

6、貨物斷貨，貨物偶爾的斷貨只要認真解釋一下，買家能夠理解，最好的辦法是告訴買家自己會積極盡量幫他找到她所需要的產品，同時向他介紹類似的款式供其選擇。

Hi friend,

We are really sorry that the shoes you order is out of stock at the moment. I will contact the factory to see when they are going to be available again. I would like to recommend you some other pretty shoes which have the same style.

Hope you like them as well. You can click on the following link to check them out. If there’s anything I can help Please feel free to contact us.

Thanks.

Regards

我們已經重新設置了價格。在原有價格的基礎上，又給您了15%的折扣。我們提供的價格比市場價要低，在這個產品上，我們沒辦法給出更低的價格了。希望你能接受這個價格，如果有任何問題，請和我聯(lián)系。

7、大量訂購詢問價格，大量訂單詢盤，買家若是趕上采購季我們一定要抓住機會，對他們的回復要一定要詳盡，內容一般包括樣品的價格、樣式、采購量和相應的價格，這個報價建議是包括運費的，而且價格要相對有優(yōu)勢，給買家感覺是給他的一個優(yōu)惠。

Hi friend,

Thank you for your inquiry, we very much hope to complete the order with you for me, here is the products link you need, if you buy 100 pieces, we can give you a wholesale price, 25/piece. If you have any idea, Please let us know, and we will try our best to help you. Looking forward to your reply.

Regards

謝謝您的詢盤，我們非常希望能夠與您完成此筆訂單，下面是我對您所需要的產品的介紹，如果您一次購買100件，我們可以給您一個批發(fā)價格，每件25元.如果您有任何的問題，請和我溝通。我會竭盡所能來幫助你。期待您的答復。

8、催付款的郵件

親愛的朋友

謝謝您的訂單。

但似乎訂單仍然未支付的。

如果有什么需要我能幫助您的，比如價格、大小、顏色等,

請隨時與我聯(lián)系。在付款后被證實,

我將處理訂單和出貨盡快公開。謝謝!

Dear friends,

Thank you for your order.

But it seems that the order had not still pay it.

If there is anything I can help you, such as price, size, color etc.

Please feel free to contact me. In terms of payment is confirmed after,

We will deal with the order and shipment public as soon as possible. Thank you!

Regards

二、催付技巧

對于下單不付款的買家行為，我們要如何營銷呢？其實，對于下單不付款的原因，大概可以分為以下四種，我們就一一對癥下藥

1、遇到支付問題

Dear friend,

Thanks forvisiting our store.

We noticed that you placed an order but didn't pay for it yet.

Can i know the reason why you didn't make payment ?

If you have anypayment questions, below link can help you:

http://help.aliexpress.com/categories_Payment.html

Feel free tocontact us for any other questions.

Best regards 

2、買家砍價

Dear Friends,

Thank you forordering these items.

As you know,people always pay for what they buy. And i am sure you will be satisfied with ourproduct quality.

I am sorry that we can't offer the price you requested.

How about we dealat XXX ? The price has been adjusted , if you’re satisfied with this price,please just pay directly.

Please let me knowfor any further questions. Thanks.

Sincerely, 

3、買家未做任何回復

對于下單不付款也沒有任何回復的買家，最簡單有效的方法就是降價了。

Dear Friends,

We are so honored to be your supplier.

In order to establishing our first cooperation, we will offer a 5% off on this order.

Discounts already made, what you need to do is just pay for it directly.

Thank you and best regards, 

4：買家不想買了

如果買家確實不想買所拍產品了，我們所能做的就是加深我們的店鋪和產品在他們心中的印象，讓他們下次有需要就能想到我們。

Dear Friends,

We are so sorry to hear that you don't want this item any more.

As an regular customer ,next time when you order a 5% discounts will be offered specially foryou.

Just remember- XXXstore is your First and Best Choice for XXX products.

Thank you all the same 

三、售后問題

1、海關問題，某些國家海關的嚴格檢查造成貨物延誤，建議及時通知買家，及時的溝通讓買家感覺你是一直在跟蹤貨物的狀態(tài)，并是一位負責的賣家，以免置之不理造成誤會。

Hi friend,

We received notice of logistics company, now your customs for large parcel periodically inspected strictly, in order to make the goods sent to you safety, we suggest that the delay in shipment, wish you a consent to agree. Please let us know as soon as possible Thanks!

親愛的朋友，我們接到物流公司的通知，現(xiàn)在貴國的海關對大量郵包進行定期的嚴格檢查，為了使貨物安全的送達到貴處，我們建議延遲幾天發(fā)貨，希望征得您的同意。希望盡快得到您的回復   

2、運單追蹤顯示已經妥投

親愛的朋友，

貨物是否已經收到呢？產品您滿意嗎？

我們承諾給您全程服務，如果您對產品或者我們的服務有什么問題或者意見，請隨時和我們聯(lián)系，期待您的回復。

希望您在我們店鋪的購物是一次愉快的經歷，并期待您的再次光臨。

Dear friend,

Have you got the goods? The product you satisfied?

We promise to give you the whole service, if you have any problem or comments for product or service, please feel free to contact us, we looking forward to your reply.

Hope this shopping is a pleasant experience in our store, and looking forward to your coming again.

Best Regards

3、退、換貨問題

親愛的朋友，

很抱歉給您帶來了不便，

如果你不滿意的產品,你可以把貨物返還追到我們，

當我們收到的貨物,我們將給你一個更換或者給你全額退款，

我們希望能和你們建立貿易關系。

當您下次購買時，我們將給您最大的折扣。

Dear friend,

I'm sorry for the inconvenience. If you are not satisfied with the products, you can return the goods back to us.When we receive the goods, we will give you a replacement or give you a full refund. We hope to do business with you f or a long time.We will give you a big discount in your next order.

Best Regards

4、尺碼錯誤--客戶自己測量了尺寸發(fā)現(xiàn)與網站上描述的不同

Hello,this's Richer from Aliexpress,are you free to talk about the dispute?

I see you bought a jacket in our store,and open the dispute,you measured the bust and say it's wrong in the website.I think maybe the tailor gave us the wrong size information.

could you cancel the dispute?I want to know if you can wear it or not,if you can't wear it,is there any body could wear it,like your colleagues, friends or brothers.if you can sell to them,I will give you some discounts about the jacket,and you can buy again.what do you think?could you accept it?

Ps:重點是轉移話題，不要一直糾紛是否真的錯誤了，因為有時候我們是代銷的產品，并沒辦法拿到實際的樣品進行測量，主要是問他能不能穿，不能穿可以給他朋友或者同事，然后引導他再買一次，給他些折扣。

5、貨物在途中——單號一直停留在某處沒有動

Hello,this's Richer from Aliexpress,are you free to talk about the dispute?

you open the dispute because the package is still on the road,I think you also know we actually sent it out by express,just the speed of express is very slow this period,I got other customer' message the same as your situation,we could extend time for you until you get the package,and let's together follow the tracking number,if I have any new information,i'll let you know at the first time.

Ps:中國郵政的速度大家有目共睹，有時堵起來2個月都卡著不動，這種情況主動提出延長收貨時間，跟他一起關注物流信息。

6、無法查詢單號--單號剛填上去就說查不到信息

Hello,this's Richer from Aliexpress,are you free to talk about the dispute?

you open the dispute because you can't check any information of the tracking number.I checked it this morning and see it has already arrived in Orenbury,the customs clearance is completed,i think you can get it soon.

could you cancel the dispute?because the time of dispute is only 3 days,it really has a bad affection to our store,we'll appreciate it and grateful for you.

Ps:很多時候都是我們剛填上單號顧客就開始查，查不到信息就提糾紛，這種情況就是把自己的查詢結果告訴給他。

以上就是速賣通客服在售前售中以及售后過程中經常遇到的一些問題的應對話術，速賣通328大促即將到來，提前做好話術營銷及服務話術準備，才能在大促來臨時最好的服務客戶，從而加強客戶下單的信心。