对于新人来说,跟进客户是个问题,好的沟通能减少很多与买家之间不必要的纠纷,我们需要很好的利用我们的沟通方式,结合我们客观的优质产品和服务,大力提升交易量以及买家的回头率。下边转载了一下跟进客户在不同跟进阶段的简单模板,仅供参考,请新人结合具体订单和情况进行修改使用。
 
1.未付款订单的催款模板。(请根据您产品自身特点对描述内容进行修改)
Dear xxx
We have got your order ofXXXXXX。 But it seemsthat the order is still unpaid. If there’s anythingI can help with the price,size, etc., please feel free to contact me. After thepayment is confirmed, Iwill process the order and ship it out as soon aspossible. Thanks!
 
2.查看到买家付款完成的订单后,给买家发送订单确认邮件并且告知预计发货时间
Hi, xxx,
Thank you for your paymentfor orders xxxxxxx. We will be dispatching these items within the next 3 days.If you have any questions or problems, contact us directly for help.
 
3.填写了发货通知后告知买家当前状况,(订单号、发货单号、运输方式和发货日期)
Hello, xxx,
We are happy to tell you wehave dispatched your order! You can track it sprogress with the followingtracking number: xxxxxx
You can also track thedelivery of your order yourself here: www.xxxxx.com.
It usually takes about 30days for your order arrive, but as this is the shopping season, the logisticscompanies are very busy and some orders may take slightly longer to arrive.
If you have any questions orproblems, contact us directly for help.
 
4.超过5天还未更新物流信息,让买家再等待
Dear xxx,
As we all know, it’s thebusiest part of the shopping season and the logistics companies are running atmaximum capacity.
Your delivery information hasnot been updated yet, but don’t worry- we will let you know as soon as anupdate is available.
Thank you for your patience!
 
5.货物退回,换物流方式重新给买家发货,并延长收货时间
Hello, xxx,
Due to the overwhelmingdemand for logistics this shopping season, the original dispatch has failed.
Don’t worry! We have alreadydispatched your order with a different logistics company. You can track the newdelivery of your order here: www.xxxxx.com.
We have also extended thetime period for you to confirm delivery.
If you have any questions orproblems, contact us directly for help.
 
6.长时间在途,确认是否收到货物,减少买家未收到的担忧
Hello, xxx,
If you haven’t received yourorder yet, please don’t worry. We just checked the tracking information andit’s on its way!
Don’t worry about your moneyor your purchase either – if you do not receive your package, we will resendyour order, oryou can apply for a full refund.
If you have any questions orproblems, contact us directly for help.
 
7.距离确认收货超时还有1周,依然未妥投,告知买家物流的大致情况,并且告知买家会给他延长收货时间,请买家不要提交纠纷
Hello, xxx,
We have checked the trackinginformation and found your package is still in transit. This is due to theoverwhelming demand for logistics this shopping season.
We have also extended thetime period for you to confirm delivery.
If you have any questions orproblems, please contact us directly for assistance, rather than submitting arefund request. We aim to solve all problems as quickly as possible!
Thanks!
8.客户投诉产品质量有问题(表示歉意,并愿意配合解决问题,承诺下次购买能给予折扣),请根据订单实际情况进行更改。
Dear xxx
I am very sorry to hear aboutthat. Since I did carefully check the order and the package to make sureeverything was in good condition? Before shipping it out, I suppose that thedamage might have happened during the transportation.But I’m still very sorryfor the inconvenience this has brought you. I guarantee that I will give youmore discounts to make this up next time you buy from us. Thanks for yourunderstanding.
 
9.货物断货,推荐类似产品。(建议大家及时把断货的商品进行下架)
Dear xxx,
We are very sorry that itemyou ordered is out of stock at the moment. I willcontact the factory to seewhen it will be available again. I would like torecommend some other items ofsimilar styles. Hope you like them too. You canclick on the following link tocheck them out XXXXXX. If there’s anything I canhelp with, please feel free tocontact us. Thanks!
 
10.折扣产品推荐
Dear xxx,
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 contactus if you have any further questions.
Thanks & Best regards!
 
11.买家议价(填写希望买家购买的件数和您所能提供的折扣)
Dear xxx:
Thank you for takinginterests in our item. I’m afraid we can’t offer you that low price you bargainedas the price we offer has been carefully calculated andour profit margin isalready very limited. However, we can offer you a XXX %discount if you purchasemore than XXXXpieces in one order. If you have anyfurther questions, please letme know. Thanks!
12.向买家推荐新品(圣诞节/新年等节日畅销产品推荐),大家可以看看“抓住节日机会,如何骚扰客户
Dear xxx,
As Christmas/New year/…… iscoming, we found XXXXXXXXXX has a large potential market. Many customers arebuying them for resale on eBay or in their retail stores because of its highprofit margin. We have a large stock of XXXXXXXX.Please click the followinglink to check them out XXXXXXXXXX. If you order more than 10 pieces in oneorder, you can enjoy a wholesale price of XXX. Thanks.
 
13.货物在海关
Hello, xxx,
We have checked the trackinginformation and found your package has now arrived at your country’s customsagency.
Please let us know as soon asyour order arrives at your delivery address.
If your package experiencesany delays at customs, please contact them to resolve any problems.
Thanks!
 
14.货物已经处于签收状态,提醒买家进行确认收货并且给予好的反馈
Hello,xxx,
The tracking informationshows that you have received your order! Please make sure your items havearrived in good condition and then confirm satis factory delivery.
If you are satisfied withyour purchase and our service, we will greatly appreciate it if you give us afive-star feedback and leave positive comments on your experience with us!
If you have any questions orproblems, please contact us directly for assistance, rather than submitting arefund request. We aim to solve all problems as quickly as possible!
Thanks!
 
        对于跟进客户的模板,我一直主张是没有模板,因为跟客户遇到的问题,不同的行业不同的产品等综合因素是不同的,遇到的具体问题是不断变化的,需要我们业务员根据情况来做出不同的根据,模板是一成不变的,你需要做的是借鉴他人一些模式,而不是单纯模仿别人的模板,一句话,适合自己的,才是最好的。