电子商务的沟通技巧 阿里巴巴课程

阿里巴巴版权所有1999-2008电子商务沟通技巧GRANTENTERPRISEJACKIELIN(Mr-)课程内容一、Foxmail（客户管理跟踪）二、沟通技巧三、沟通过程中活用条款四、客户跟踪和服务五、沟通的宗旨Foxmail-邮件主题可修改进入Foxmail界面，展开邮箱状态，点击鼠标右键，展开菜单进入修改主题，就可以随意修改和标注你所要跟进的状态。设置模板信提高回复效率-节省时间进入Foxamil邮件展开状态，先点击进入插入签名管理，展开菜单，点击签名管理，将展开如下状态：Example-1-邀请客人上线聊天Hi,DoyouhaveMSN,Skype,orYahoomessagechatonlinetool?ifhavepleasegivemethenwechatonlinesomeurgentandimportantquestionswilleasy.Pleaseadd....[e-mail][e-mail]MySkypeIDisjackielin363Ifallyouhavenot,andyoucancheckfollowingwebsiteandthendownloadtradermanagerandinstallthissoftwareonyourcomputer,thenregisteritandthenopenmywebsitemytradermanageronline,andyoucanaddandchatwithmealsoisok.trydoit,it'sverygoodforyourfuturebusiness,thanks.Best/JackieExample-2-询盘未回复Hi,Didyougotmylastemail?IgotyouremailinterestedourproductsviamyalibabawebsiteDoyouremembermycompanyorme?pleasecheckmyabovelwebsiteyouwillclearknow.Ifyougotmyemailpleaseletmeknowyourideaandfurtherinfo,ifnotalsotellmethenIresendyoulikeproductse-catalougeandpricelisttoyou.Thanks.JackieLin-Mr.Example-3-西联格式WhenyoufillingwesternunionformFirstname:WANGUILastname:LINIdentityID:330322198011033615Add:RM305,4-BUILDING,XINYUANJU,QINGYUANROAD,WENZHOU,ZHEJIANG,CHINA-----------------------------------------------------------------------------Afterpaid,pleasesendfollowingcorrectdetailstomethenIcheckwithmywesternunionoffice.MTCN:____________________________Senderfirstname:Senderlastname:Howmuchmoney(correctnumberwithoutincludedbankcharge)Example-4-永久性跟踪信Hi，Howareyou?Ihavenoanyfurtherinfofromyourlastemailtouched.Pleaseletmeknowyouridea.BestRegards,JackieLin-Mr.Example-5-TraderManagerHi，Thanksforyourleaveamessageviamyalibabatradermanagermessageandinterestedourproducts,Ok,Iwillsendourthisseriesproductse-catalougetoyoumakeselect,pleasetrycheckandmakeselectcopypicsandlistitemscodebackmethenIwillmakequotetoyou,thanks.Foxmail-自动待发3个小时内，利用10个GMAIL邮箱自动发出1500封邮件，将在发送完毕后1个小时内有10%得到客户的回复。从初次询盘到最后跟踪过程A、初次询盘回复发送完毕B、备份永久性跟踪信存入新建文件夹C、随时间积累，备份的跟踪信将越来越多。D、从初次询盘回复后，一周内再次发送永久性跟踪信。E、如果客户将下次跟踪信中已经回复，这封永久信跟踪信将再可使用。现场操作电子商务沟通技巧故事-STORY?????STARTING阿里巴巴版权所有2010-2011电子商务沟通技巧-客户回复效率低（时间间隔长），如何解决？-客户提出的付款方式不能接受，如何解决？电子商务沟通技巧-客户担心付款后将变骗局，如何解决？-如何对待好的客户？-如何对待回单慢的客户？电子商务沟通技巧-当货出问题客户不相信你的情况下，如何解决？-如何在一周内从最初询盘接触到最后确认订单并快速拿到PAYMENTCOPY或是到账（Money)?电子商务沟通技巧-客户要求指定货代，如果解决？-如何提醒客户出货到港后将要发生的事情，避免客户不懂进口程序所带来的巨大额外所产生的费用甚至弃货？阿里巴巴版权所有1999-2008一个怪人/斯洛伐克客人的故事Ivan-Slovakia初次询盘2005年11月10日WeareadistributivecompanyinEurope.Wedealwithaccessoriesforsmokers.WewouldliketoimportyourproductsintoEuropeanmarket.Wewanttosomereplicacigarettelighters.Please,sendusyourofferofyourproductsandpricelisttoo.Ifpricesarefavourable,wewillmakeanorderimmediately.NowadayswebuytheseproductsfromIran,butforabadsupply,wehadtolookforotherscompanies.Wehaveonecondition:theselighters,afteryourtesting,willnotcontainanygas.Becauseitdiddoproblemswithanimport–sowefillitourselves.阿里巴巴版权所有1999-2008怪人特点一：每天跟踪1次（甚至多次同样的信）多不回复但他也不怕烦，可就是不回复，也不知道在干什么？可能突然间1-3个月给你一个惊喜是一个订单直接叫你做PI然后付款，从来不解释为什么这么迟回复怪人特点二：英语不是很好，老写信几个单词老让我去猜测，沟通上有点障碍，每次重复问几次才多写几个单词给我。Examplefollowing:Jackiepleaseyouwaittime.IvanJeckieyouwaitsforprice.Jackiepleaseinfoongoods.informonbusiness.JeckieIamcrazy.Pleaseinfoingoods.-客户要求指定货代，如果解决？AtnowIwasincontactWithshipper.Hedoesn′thavproblemwithtransport.Iknow,thatyoudon′thavepreparedgoods.Jakie,myshipperisverywell,hesendmegoods10-15timestoyearblindlowerprice.Yourgoodswillbecost500USD.youdon′ttakegoods,becauseIcouldoffergoodsthisyear,butwhenyousendthisgoodslate,Iwilldon′tofferednext.Isentyoumonetoday.说服客人用我们的货代Younotknowchinacustompolicy,notyousaidwritedecorativegift,ifwewritedecorativegift,chinacustomwillcheckandopencontainerandcartons,oncefounddiffirentourwritenneedpenalty,andalsothegoodswillbeconfiscate,espicaltheshanghaiport,nowneversupplierriskforthisport,andchinapoliceandcustomcheckverystrict,allgoodsmustviacomputerscanandtheywillfindveryclear,butourforwarderusenotthisway,anduserelationpast,doyouunerstand?ifyouwantriskdoitbyyourforwarder,ok,Ihavenoidea,butImusttellyoufirst,ifhaveriskanddangerthegoodswillbeconfiscate,andwillbehappenextrapenalty,andallcostyouneedpay,notmypaythismoney,IamdoFOBnotdoextraallproblemcost.ButIfyouusemyforwardereverythingproblemIwilldealwithnotanyriskanddanger,whyyoucan'usemyfowarder?beforeyearsIexportedmyforwardereverythingisok,whythistimeyouuseanewfowarder,andtheforwarderneverdoenourgoodsbeforeandnotthisexperience.pleaseadvise.一个老承诺又喜欢找借口的英国客户Andrew2009年6月29日初次询盘iaminterestedinmanyproductsyousell.iamamajoreuropeanimporterandwholesaler.pleasesendmeapricelist.iwillonlyordercontainerssopleaseofferbottomprices.iaminterestedin;handmadesamsothercarbonsteelswords(includeviking)cheaperstraightbladedsamuraiswordsetsandsinglesamswordsslingshotsandcrossbowsthrowingkiveslordoftheringsswords(especiallyanduril)fantasyswordsandknive