在网上购物时，因为买家与卖家不是面对面沟通，而是通过网络进行交流，这从一定程度上会增加彼此之间的距离感，要想获得买家的信任，与买家直接沟通的客服人员就显得尤为重要。客服是直面客户的，是促成成交、解答客户疑惑的最主要人群，也可以说是销售的第一线。

而线上交易过程中，客服对买家问题的对接速度以及解答的完整度都会影响买家下单的决心。尤其是大促期间，客服要对接的买家数量急剧上升，要在有限的时间内快速解答客户疑问就显得尤为重要。而一套好的话术则可以帮助客服事半功倍。速卖通328大促即将到来，赛贝小编在之前的文章中也为大家分享过今年328大促的玩法，详情可查看《2019速卖通328大促即将来临，这些促销玩法你需要了解》，为了帮助大家更好地迎接这大促活动，今天赛贝小编就为大家分享一套速卖通客服常用的实用话术。

一、询盘回复

外贸询盘的回复很重要，流利的沟通，真诚的语言，会让你赢得更多的定单和买家！速卖通卖家在回复买家询盘时，一般可以分为四个步骤：跟买家打招呼、进一步介绍产品、告知买家付款同时应尽快发货、结束语。以下为相关步骤的范例：

1、当买家光顾你店铺，询问产品信息时：

重点：跟买家初次打招呼，要亲切、自然并表示出你的热情。尽量在初步沟通时把产品元素介绍清楚， 范例参考:

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、鼓励买家提高定单金额和定单数量，提醒买家尽快确认定单时，可参考:

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、交易进行中，通知买家去参看物流情况时，可参考：

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、当完成交易，您表示感谢，并希望他下次能够再次回头时，可参考：

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、推广新产品，可给买家推荐自己热销的产品。

例如圣诞节（在圣诞节来临之际，圣诞礼品将是一个热销产品。很多买家从我们这进货到他们自己的商店里出售。这个产品的利润不错。以下是我们圣诞产品的介绍，请点击了解。10个起批我们将给您批发的价格.）

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、货物断货，货物偶尔的断货只要认真解释一下，买家能够理解，最好的办法是告诉买家自己会积极尽量帮他找到她所需要的产品，同时向他介绍类似的款式供其选择。

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

我们已经重新设置了价格。在原有价格的基础上，又给您了15%的折扣。我们提供的价格比市场价要低，在这个产品上，我们没办法给出更低的价格了。希望你能接受这个价格，如果有任何问题，请和我联系。

7、大量订购询问价格，大量订单询盘，买家若是赶上采购季我们一定要抓住机会，对他们的回复要一定要详尽，内容一般包括样品的价格、样式、采购量和相应的价格，这个报价建议是包括运费的，而且价格要相对有优势，给买家感觉是给他的一个优惠。

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

谢谢您的询盘，我们非常希望能够与您完成此笔订单，下面是我对您所需要的产品的介绍，如果您一次购买100件，我们可以给您一个批发价格，每件25元.如果您有任何的问题，请和我沟通。我会竭尽所能来帮助你。期待您的答复。

8、催付款的邮件

亲爱的朋友

谢谢您的订单。

但似乎订单仍然未支付的。

如果有什么需要我能帮助您的，比如价格、大小、颜色等,

请随时与我联系。在付款后被证实,

我将处理订单和出货尽快公开。谢谢!

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

对于下单不付款的买家行为，我们要如何营销呢？其实，对于下单不付款的原因，大概可以分为以下四种，我们就一一对症下药

1、遇到支付问题

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、买家砍价

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、买家未做任何回复

对于下单不付款也没有任何回复的买家，最简单有效的方法就是降价了。

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：买家不想买了

如果买家确实不想买所拍产品了，我们所能做的就是加深我们的店铺和产品在他们心中的印象，让他们下次有需要就能想到我们。

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、售后问题

1、海关问题，某些国家海关的严格检查造成货物延误，建议及时通知买家，及时的沟通让买家感觉你是一直在跟踪货物的状态，并是一位负责的卖家，以免置之不理造成误会。

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!

亲爱的朋友，我们接到物流公司的通知，现在贵国的海关对大量邮包进行定期的严格检查，为了使货物安全的送达到贵处，我们建议延迟几天发货，希望征得您的同意。希望尽快得到您的回复   

2、运单追踪显示已经妥投

亲爱的朋友，

货物是否已经收到呢？产品您满意吗？

我们承诺给您全程服务，如果您对产品或者我们的服务有什么问题或者意见，请随时和我们联系，期待您的回复。

希望您在我们店铺的购物是一次愉快的经历，并期待您的再次光临。

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、换货问题

亲爱的朋友，

很抱歉给您带来了不便，

如果你不满意的产品,你可以把货物返还追到我们，

当我们收到的货物,我们将给你一个更换或者给你全额退款，

我们希望能和你们建立贸易关系。

当您下次购买时，我们将给您最大的折扣。

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、尺码错误--客户自己测量了尺寸发现与网站上描述的不同

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:重点是转移话题，不要一直纠纷是否真的错误了，因为有时候我们是代销的产品，并没办法拿到实际的样品进行测量，主要是问他能不能穿，不能穿可以给他朋友或者同事，然后引导他再买一次，给他些折扣。

5、货物在途中——单号一直停留在某处没有动

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:中国邮政的速度大家有目共睹，有时堵起来2个月都卡着不动，这种情况主动提出延长收货时间，跟他一起关注物流信息。

6、无法查询单号--单号刚填上去就说查不到信息

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:很多时候都是我们刚填上单号顾客就开始查，查不到信息就提纠纷，这种情况就是把自己的查询结果告诉给他。

以上就是速卖通客服在售前售中以及售后过程中经常遇到的一些问题的应对话术，速卖通328大促即将到来，提前做好话术营销及服务话术准备，才能在大促来临时最好的服务客户，从而加强客户下单的信心。