速賣通賣家雙11大促活動(dòng)，必備的十個(gè)客服話術(shù)模板拿去

雙11大促中，速賣通賣家有可能會(huì)遇到如議價(jià)、問(wèn)價(jià)、催付款、無(wú)貨等各種情況，屆時(shí)一旦發(fā)生，賣家若無(wú)充足準(zhǔn)備，撰寫(xiě)需要時(shí)間，不可能馬上第一時(shí)間回復(fù)，且若所寫(xiě)內(nèi)容語(yǔ)句不通、生硬，會(huì)嚴(yán)重影響轉(zhuǎn)化，以下是移步電商學(xué)院為各位賣家伙伴準(zhǔn)備的最全話術(shù)模板，以供參考：

一、催付款

Dear friend:

We have got your order of XXXXXX。But it seems that the order is still unpaid. If theres anything I can help with the price, size, etc., please feel free to contact me. After the payment is confirmed, I will process the order and ship it out as soon as possible. Thanks！

Best Regards

$myname

譯文：

我們已收到你的訂單，但訂單似乎未付款。如果在價(jià)格和尺寸上有什么能幫助的，請(qǐng)隨時(shí)與我聯(lián)系。當(dāng)付款完成，我將立即備貨并發(fā)貨。謝謝！

提示：請(qǐng)根據(jù)您產(chǎn)品自身特點(diǎn)對(duì)描述內(nèi)容進(jìn)行修改。

二、未付款訂單改完價(jià)格再次催款

Dearr,

We've reset the price for you. We have given you a XXX % discount on the original shipping price. Since the price we offer is lower than the market price and as you know the shipping cost is really high, our profit margin for this product is very limited. Hope you are happy with it and you are welcome to contact me if there’s anything else I can help with.

Best regards!

$myname

譯文：

我們已經(jīng)為您重置價(jià)格并給您原運(yùn)價(jià)XXX％的折扣。如你所知，運(yùn)輸成本非常高，而我們提供的價(jià)格比市場(chǎng)價(jià)格低，我們從這個(gè)產(chǎn)品中賺取不了多少利潤(rùn)。希望您滿意，并隨時(shí)與我聯(lián)系。

提示：請(qǐng)?zhí)顚?xiě)運(yùn)費(fèi)折扣。

三、買家議價(jià)

Dear friend:

Thanks for your message. Well, if you buy both of the XXXX items, we can offer you a XXX % discount. Once we confirm your payment, we will ship out the items for you in time.

Please feel free to contact us if you have any further questions. 

Thanks & Best regards! 

$myname 

譯文：

感謝您給我信息。目前我們正在進(jìn)行促銷，如果你購(gòu)買了XXXX 個(gè)產(chǎn)品，我們可以為您提供XXX %的折扣。一旦我們確認(rèn)您的付款，我們將及時(shí)發(fā)貨。如果您有任何進(jìn)一步的問(wèn)題，請(qǐng)隨時(shí)與我們聯(lián)系。謝謝！

提示：請(qǐng)?zhí)韺?xiě)希望買家購(gòu)買的件數(shù)和您所能提供的折扣。 

四、合并支付及修改價(jià)格的操作

Dear:

If you would like to place one order for many items, please first click "add to cart", then “buy now”, and check your address and order details carefully before clicking “submit”. After that, please inform me, and I will cut down the price to US$XX. You can refresh the page to continue your payment. Thank you.

If you have any further questions, please feel free to contact me.

Best Regards!

譯文：

親愛(ài)的:

如果你想把很多物品訂購(gòu)，請(qǐng)先點(diǎn)擊“加入購(gòu)物車”，然后“立即購(gòu)買”，并檢查您的地址和訂單詳細(xì)信息，點(diǎn)擊“提交”前仔細(xì)。在那之后，請(qǐng)通知我，我會(huì)把價(jià)格壓低到XX美元。你可以刷新頁(yè)面，繼續(xù)你的付款。謝謝你。

如果您有任何進(jìn)一步的問(wèn)題，請(qǐng)隨時(shí)與我聯(lián)系.

誠(chéng)摯的問(wèn)候!

五、貨物斷貨或缺貨

Dear  $buyer,

Thanks for your order.However,the product you selected has been out of stock.Would you consider whether the following similar ones are also ok for you:

other links xxxxxxxxxxxxxxxxxxxxx

If you don't need and other item,please apply for'cancel the order'.And please choose the reason of"buyer Order Wrong Product".In such case,your payment will be returned in 7 business days.

Sorry for the trouble and thanks so much for your understanding.

譯文：

感謝您的惠顧！非常抱歉，您已付款的寶貝暫時(shí)沒(méi)貨，您可以看看其它類似產(chǎn)品，如果您不要，可選擇我們推薦的理由取消訂單。同時(shí)款項(xiàng)會(huì)在7天內(nèi)返回您帳上。

六、發(fā)貨后

Dear friend:

The item XXXXXXXXXXXXXX you ordered has already been shipped out and the tracking number is XXXXXXXXXXXXXX. The shipping status is as follows: XXXXXXXXXXXXXX. You will get it soon.

Thanks for your support!

 Best Regards

 $myname

譯文：

親愛(ài)的:

不好意思，免費(fèi)送貨這個(gè)服務(wù)無(wú)法做到;免費(fèi)包郵僅僅指包重量不超過(guò)2公斤，它可以通過(guò)中國(guó)郵政航空郵件發(fā)出。但是，你購(gòu)買的物品重量已超過(guò)2公斤。您可以選擇其他的快遞發(fā)貨，如UPS或DHL（其中將包括運(yùn)費(fèi)，但也更快）。您可以單獨(dú)拍付訂單，確保每個(gè)訂單的重量不到2公斤，這樣采取免費(fèi)送貨的優(yōu)勢(shì)。

如果您有任何問(wèn)題，請(qǐng)隨時(shí)與我聯(lián)系。

誠(chéng)摯的問(wèn)候！

七、給買家建議好物流，買家不回情況下

Dear:

Thanks!

Because you din't be in touch with us. We help you ship the package via Sweden Post for your package by appointment! 

We will ship your order out within 5 business days as promised. After doing so, we will send you an e-mail notifying you of the tracking number. If you have any other questions, please feel free to let me know. Thanks! 

Best  regards !

譯文：

親愛(ài)的：

謝謝！

因?yàn)槟銢](méi)有及時(shí)回復(fù)，我們幫您發(fā)瑞典郵政物！

我們會(huì)在5個(gè)工作日內(nèi)按照承諾幫你發(fā)走，一旦發(fā)貨完成，我們會(huì)向您告知你物流單號(hào)。如果您有任何其他疑問(wèn)，請(qǐng)隨時(shí)讓我知道。謝謝！

誠(chéng)摯的問(wèn)候 ！

八、 詢問(wèn)是否收到貨

Dear friend:

According to the status shown on EMS website, your order has been received by you. If you have got the items, please confirm it on ALIEXPRESS.com. If not, please let me know. Thanks！ 

Best Regards 

譯文：

EUB網(wǎng)站顯示您已收到貨物。如果您已收到貨物請(qǐng)到速賣通確認(rèn)，如果有問(wèn)題請(qǐng)告知我。謝謝！提示：可根據(jù)您貨物的實(shí)際情況進(jìn)行更改。

九、發(fā)貨幾天后買家沒(méi)收到貨

Dear friend:

We sent the package out on XXXXXXXXXXXXXX, and we have contacted the shipping company and addressed the problem. We have got back the original package and resent it by UPS. The new tracking number is XXXXXXXXXXXXXX.  

I apologize for the inconveniences and hopefully you can receive the items soon. If you have any problems, don't hesitate to tell me. 

譯文：

我們已經(jīng)在XXX月XXX號(hào)發(fā)送包裹，根據(jù)您的反饋，我們已經(jīng)聯(lián)系貨運(yùn)公司并確認(rèn)問(wèn)題。我們將找回原來(lái)的包裹并重新寄送,新的貨運(yùn)單號(hào)是XXXXXXXX,使用的是UPS。我對(duì)此感到十分抱歉，希望您能盡快收到。有任何疑問(wèn)，請(qǐng)告訴我。 

提示：請(qǐng)?zhí)顚?xiě)發(fā)貨日期和貨運(yùn)單號(hào)。

十、訂單完成買家收到貨表示感謝

Dear friend:

I am very happy that you have received the order. Thanks for your support. I hope that you are satisfied with the items and look forward to doing more business with you in future. Thanks！ 

$myname 

譯文：

我很高興地看到您已收到貨，感謝您的支持。希望您滿意，并期待著在將來(lái)與您做更多的生意。 （來(lái)源：移步電商學(xué)院）

以上內(nèi)容屬作者個(gè)人觀點(diǎn)，不代表雨果網(wǎng)立場(chǎng)！如有侵權(quán)，請(qǐng)聯(lián)系我們。