物流價格上漲，速賣通物流模板怎么調(diào)整？日常有哪些工作？

速賣通日?？头ぷ饔心男?？

1、負(fù)責(zé)及時準(zhǔn)確回復(fù)和處理客戶的郵件咨詢或問題反饋;

2、妥善處理客戶投訴與糾紛,提高賬戶好評率,保持賬號良好運行狀態(tài);

3、及時準(zhǔn)確對客戶提出的產(chǎn)品問題進(jìn)行質(zhì)量反饋,并定期整理統(tǒng)計分析;

4、定期整理統(tǒng)計店鋪的相關(guān)數(shù)據(jù),制定提升客戶滿意度計劃。

客戶服務(wù)工作相對簡單但也很復(fù)雜，因為aliexpress客戶服務(wù)的日常工作是接待客戶，用電腦與客戶聊天，與客戶進(jìn)行交易，完成一些訂單安排和其他相關(guān)事宜，還可以用電腦工作。這肯定不同于身體疲勞，而且相對容易。

常用話術(shù)：

1、當(dāng)買家光顧你店鋪，詢問產(chǎn)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(chǎn)品元素介紹清楚：

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

譯：你好，我親愛的朋友。感謝您光臨我的商店，您可以在我的商店里找到您需要的產(chǎn)品。如果沒有您需要的，您可以告訴我們，我們可以幫您找到貨源，請隨時購買！再次感謝

2、鼓勵買家提高定單金額和定單數(shù)量，提醒買家盡快確認(rèn)定單時：

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

譯：感謝您的惠顧，如果您能盡快確認(rèn)訂單，我將送您一些禮物。好消息：最近我們商店里有很多活動。如果你所購商品的價值達(dá)到一定的數(shù)量，我們會給你一個滿意的折扣。

3、交易進(jìn)行中，通知買家去參看物流情況時:

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

譯：你需要的貨物已經(jīng)寄給你了。已經(jīng)在路上了。請注意發(fā)貨，并盡快簽字。如果您有任何問題，請隨時與我聯(lián)系。

4、當(dāng)完成交易，您表示感謝，并希望他下次能夠再次回購：

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

譯：感謝您的購買，我已經(jīng)準(zhǔn)備了一些禮物，這將與貨物一起送給您。真心希望你喜歡。如果您想購買其他產(chǎn)品，我可以給您打折。

買家糾紛咨詢問題常用話術(shù)：

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

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

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

因為有時候我們是代銷的產(chǎn)品，并沒辦法拿到實際的樣品進(jìn)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(dǎo)他再買一次，給他些折扣。

2、(貨物在途中)--單號一直停留在某處沒有動：

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

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(guān)注物流信息。

3、(無法查詢單號)--單號剛填上去就說查不到信息：

you open the disputebecause you can't check any information of the tracking number.I checked itthis morning and see it has already arrived in Orenbury,the customs clearance iscompleted,i think you can get it soon.could you cancel the dispute?because thetime of dispute is only 3 days,it really has a bad affection to our store,we'llappreciate it and grateful for you.

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(jié)果告訴給他。

疫情導(dǎo)致國際運費大幅上漲，如何穩(wěn)定店鋪盈利？

受疫情影響，航空公司大規(guī)模停飛，國際運費大幅上漲，目的地國的終端交付服務(wù)能力受到不同程度的影響，線上線下物流運營成本也持續(xù)上升(目前不同國家的運費上漲約30-50%)。運費可能會繼續(xù)飆升，直到外國的疫情得到控制。

這使得已經(jīng)賺取微薄利潤的跨境賣家更難以更高的價格出售產(chǎn)品。即使交付了單個訂單，客戶也可能無法收到貨物，從而導(dǎo)致“現(xiàn)金貨物”為空的風(fēng)險，這也增加了商店運營的風(fēng)險。

我們只能選擇犧牲利潤，甚至“含淚”賠錢來消化自己，這絕不是一個長期的解決辦法。

那么該如何調(diào)整店鋪運營策略，實現(xiàn)穩(wěn)定盈利呢？

1、調(diào)整運費模板：加收物流費用，讓買家承擔(dān)上漲的運費；

2、提高產(chǎn)品售價：降低產(chǎn)品折扣，如原30%折扣調(diào)整為15%折扣等；降低營銷力度，如滿件折、優(yōu)惠券，優(yōu)惠碼，聯(lián)盟營銷等（不能直接修改產(chǎn)品價格，影響權(quán)重）

3、選擇線上物流較有保障：如AliExpress無憂，菜鳥超級經(jīng)濟GLOBAL等，減少買家收不到包裹的風(fēng)險。

4、提升店鋪運營技能：爭取更多訂單，畢竟有單才可能有利潤。