1.回复时间注意事项：
今日事今日毕，24小时内回复询盘——欧美发达国家买家下单高峰期在美国时间8点到13点之间，也就是北京时间23点到凌晨3点之间，所以必须当天回复，在睡梦中订单就会悄
然来袭啦！！！
注：如果不能回复询盘一定要给客户一个回应，告诉他已经收到询盘，目前不能回的原因
和什么时候能够给客户答复。
2.回复原则——3C原则
Clearness(清楚)
Concisenes(简洁)
Courtesy（礼貌）
3.案例分析
第一回合
（1）需要思考的问题：
专业度 professional (多了解自己的产品，在每一封邮件中体现您的专业度)
满足需求度 meet demands
体现诚意 show your sincereity
（2）回复邮件注意点
规范的格式（paragraphy, capitalization,spelling ,grammer„）
问候语——礼节、呼应
有问必答——某些问题暂时不能回答，要给客户解释原因，切忌避而不答
重点突出，意思明确
落款——要有完整称呼
第二回合
专业报价——完整且有针对性
专业图片——清晰、方便浏览和接收
问清客户需求——节省双方时间和精力
语气——会影响全局，要有礼貌
几个回合后
客户来邮件后
客户有多个问题 一一作答，条理清楚
客户提出的专业问题尤其不能避而不答
涉及到产品证书、质量等级的问题最好主动提及
减少邮件往来的回合，提高效率
4.公司介绍
公司介绍怎么写？三行最适合且要有独特的卖点，放在开始和结尾都是可以的
公司介绍三行 How long? When？ What？
5.讨价还价
第一次报价给自己适当留有空间
价格的合理性
与竞争对手相比
其他选择方案
6.无法满足对方需求时
一定要注意语调＋给出解决方案
总结
意识决定行为
重视你的每一客户，24小时内回复
赢在服务
注意沟通的语气和诚意，内容专业
细节很关键
仔细阅读客户邮件中每一句话，和每一封邮件
询盘回复模板20120303
询盘是买卖家的“第一次亲密接触”，在您的商品价格和详细描述吸引了买家之后，您就需要通过优质的服务增强买家下单决心，用服务赢得订单！
1、回复及时——买家发送询盘的24小时内是黄金时间；
2、内容专业——清晰、简洁、完整
3、格式规范——别忽略问候语，结束语等细节
催促下单，库存不多
Dear X,
Thank you for your inquiry.
Yes, we have this item in stock. How many do you want? Right now, we only have X lots of the X color left. Since they are very popular, the product has a high risk of selling out soon. Please place your order as soon as possible. Thank you!
Best regards,
(name)
亲爱的，
谢谢您的询问。
是的，我们有这个项目。你想要多少？现在，我们只剩下了十色的颜色。因为他们很受欢迎，产品很快就卖出去了。请尽快将您的订单。谢谢你！
最好的问候，
回应买家砍价
Dear x,
Thank you for your interests in my item.
I am sorry but we can’t offer you that low price you asked for. We feel that the price listed is reasonable and has been carefully calculated and leaves me limited profit already.
However, we’d like to offer you some discounts on bulk purchases. If your order is more than X pieces, we will give you a discount of xx% off.
Please let me know for any further questions. Thanks.
Sincerely,
(name)
断货
Dear X,
We are sorry to inform you that this item is out of stock at the moment. We will contact the factory to see when they will be available again. Also, we would like to recommend to you some other items which are of the same style. We hope you like them as well. You can click on the following link to check them out.
http://www.aliexpress…
Please let me know for any further questions. Thanks.
Best Regards,
(Your name)
因为周末导致回复不够及时,先表示歉意，因为错过了最佳24小时回复时间所以可通过主动打折的方式赢取客户。
Dear X,
I am sorry for the delayed response due to the weekend. Yes, we have this item in stock. And to show our apology for our delayed response, we will offer you 10% off. Please place your order before Friday to enjoy this discount. Thank you!
Please let me know if you have any further questions. Thanks.
Best Regards,
(Your name)
亲爱的，
我很抱歉，由于周末的延迟反应。是的，我们有这个项目。为我们的道歉，我们会为你提供10%的折扣。请在星期五之前订购此订单，以享受这个折扣。谢谢你！
请让我知道如果你有任何进一步的问题。谢谢
最好的问候，
（你的名字）
关于支付
选择escrow，提醒折扣快结束了
Hello X,
Thank you for the message. Please note that there are only 3 days left to get 10% off by making payments with Escrow (credit card, Visa, MasterCard, moneybookers or Western Union). Please make the payment as soon as possible. I will also send you an additional gift to show our appreciation.
Please let me know for any further questions. Thanks.
Best regards,
(Your name)
合并支付及修改价格的操作
Dear X,
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,
(Your name)
提醒买家尽快付款模板
Dear X,
We appreciated your purchase from us. However, we noticed you that haven’t made the payment yet. This is a friendly reminder to you to complete the payment transaction as soon as possible. Instant payments are very important; the earlier you pay, the sooner you will get the item.
If you have any problems making the payment, or if you don’t want to go through with the order, please let us know. We can help you to resolve the payment problems or cancel the order.
Thanks again! Looking forward to hearing from you soon.
Best Regards,
(Your name)
亲爱的，
我们很感激你从我们这里购买。然而，我们注意到你还没有付款。这是一个友好的提醒您尽快完成付款交易。即时付款是非常重要的，你越早付款，你就越快得到这个项目。
如果您有任何问题，付款，或如果您不想通过与秩序，请让我们知道。我们可以帮助您解决付款问题或取消订单。
再次感谢！期待尽快收到你的来信。
最好的问候，
Dear X,
We appreciate your order from us. You have chosen one of the bestselling products in our store. It’s very popular for its good quality and competitive price. Right now, we only have X lots of the X colors left. We would like to inform you that this product has a high risk of selling out soon.
We noticed that you hadn’t finished the payment process for the order. We’d like to offer you a esn’t sell out. We will ship your order within 24 hours once your payment is confirmed. If you need any help or have any questions, please let us know.
Best Regards,
(your name)
亲爱的，
我们感谢您的订单。你选择了一个最畅销的产品在我们的商店。这是非常流行的，其良好的质量和竞争力的价格。现在，我们只剩下十种颜色了。我们想通知你，这个产品很快就卖出去了。
我们注意到你没有完成订单的付款过程。如果你现在购买的话，我们想给你10%的折扣，以保证产品不卖出去。一旦你方付款确认，我们将在24小时内装运你方的订单。如果您需要任何帮助或有任何问题，请让我们知道。
诚挚的问候，
（你的名字）
PS: We are one of the biggest suppliers on AliExpress. With more than 3 years’ experience in world trade, we are able to provide the best prices, the highest quality and the superior service. We inspect our products before shipping them out and provide a 1 year warranty for all products. We promise to give you a full refund if the products are not as described.
If you have any questions, please contact us; we are happy to help you.
PS：我们是一家在全球速卖通的最大供应商。拥有超过3年的世界贸易经验，我们能够提供最好的价格，最高的质量和优质的服务。我们检查我们的产品，然后才发货，并提供了1年保修的所有产品。如果产品不被描述，我们保证给你全额退款。
如果您有任何疑问，请联系我们，我们很乐意帮助您。
订单超重导致无法使用小包免邮的回复：
Dear X,
Unfortunately, free shipping for this item is unavailable; I am sorry for the confusion. Free Shipping is only for packages weighing less than 2kg, which can be shipped via China Post Air Mail. However, the item you would like to purchase weighs more than 2kg. You can either choose another express carrier, such as UPS or DHL (which will include shipping fees, but which are also much faster). You can place the orders separately, making sure each order weighs less than 2kg, to take advantage of free shipping.
If you have any further questions, please feel free to contact me.
Best Regards,
(Your name)
海关税
Dear X,
Thank you for your inquiry and I am happy to contact you.
I understand that you are worried about any possible extra cost for this item. Based on past experience, import taxes falls into two situations.
First, in most countries, it did not involve any extra expense on the buyer side for similar small or low-cost items.
Second, in some individual cases, buyers might need to pay some import taxes or customs charges even when their purchase is small. As to specific rates, please consult your local customs office.
I appreciate for your understanding!
Sincerely,
(Your name)
亲爱的，
谢谢您的询问，我很高兴与您联系。
我知道你担心这个项目可能的额外费用。根据以往的经验，进口税属于2种情况。 首先，在大多数国家，它并没有涉及任何额外费用在买方方面类似的小或低成本项目。 其次，在某些个别情况下，买家可能需要支付一些进口税或关税，即使他们购买的是小。具体收费标准，请咨询当地海关。
我感谢你的理解！
真诚地，
（你的名字）
因为物流风险，卖家无法向买家国家发货时给出的回复
Dear X,
Thank you for your inquiry.
I am sorry to inform you that our store is not able to provide shipping service to your country. However, if you plan to ship your orders to other countries, please let me know; hopefully we can accommodate future orders.
I appreciate for your understanding!
Sincerely,
(Your name)
已发货并告知买家
Dear X,
Thank you for shopping with us.
We have shipped out your order (order ID: xxx) on Feb. 10th by EMS. The tracking number is xxx. It will take 5-10 workdays to reach your destination, but please check the tracking information for updated information. Thank you for your patience!
If you have any further questions, please feel free to contact me.
Best Regards,
(Your name)
亲爱的，
谢谢你和我们一起购物。
我们已于二月十日通过特快运输将您的订单（订单编号：×××）。跟踪编号为。这将需要5-10个工作日到达你的目的地，但请查看跟踪信息的更新信息。谢谢你的耐心！ 如果您有任何进一步的问题，请随时联系我。
最好的问候，
（你的名字）
物流遇到问题
Dear X,
Thank you for your inquiry; I am happy to contact you.
We would like to confirm that we sent the package on 16 Jan, 2012. However, we were informed package did not arrive due to We have re-sent your order by the new tracking number is: It usually takes 7 days to arrive to your destination. We are very sorry for the inconvenience. Thank you for your patience.
If you have any further questions, please feel free to contact me.
Best Regards,
(Your name)
亲爱的，
谢谢您的询问，我很高兴与您联系。
我们想确认一下我们在16月2012日寄的包裹。然而，我们被告知包裹并没有到达，由于航运问题与递送公司。我们已重新发送您的订单通过环境管理系统；新的跟踪号码是。到达目的地通常需要7天的时间。我们很抱歉给您带来不便。谢谢你的耐心。
如果您有任何进一步的问题，请随时联系我。
最好的问候，
（你的名字）
如果买家希望提供样品，而贵公司不支持样品时，可以这样回复
Dear X,
Thank you for your inquiry; I am happy to contact you.
Regarding your request, I am very sorry to inform you that we are not able to offer free samples.
To check out our products we recommend ordering just one unit of the product (the price may be a little bit higher than ordering by lot). Otherwise, you can order the full quantity. We can assure the quality because every piece of our product is carefully examined by our working staff. We believe trustworthiness is the key to a successful business.
If you have any further questions, please feel free to contact me.
Best Regards,
(Your name)
1.回复时间注意事项：
今日事今日毕，24小时内回复询盘——欧美发达国家买家下单高峰期在美国时间8点到13点之间，也就是北京时间23点到凌晨3点之间，所以必须当天回复，在睡梦中订单就会悄
然来袭啦！！！
注：如果不能回复询盘一定要给客户一个回应，告诉他已经收到询盘，目前不能回的原因
和什么时候能够给客户答复。
2.回复原则——3C原则
Clearness(清楚)
Concisenes(简洁)
Courtesy（礼貌）
3.案例分析
第一回合
（1）需要思考的问题：
专业度 professional (多了解自己的产品，在每一封邮件中体现您的专业度)
满足需求度 meet demands
体现诚意 show your sincereity
（2）回复邮件注意点
规范的格式（paragraphy, capitalization,spelling ,grammer„）
问候语——礼节、呼应
有问必答——某些问题暂时不能回答，要给客户解释原因，切忌避而不答
重点突出，意思明确
落款——要有完整称呼
第二回合
专业报价——完整且有针对性
专业图片——清晰、方便浏览和接收
问清客户需求——节省双方时间和精力
语气——会影响全局，要有礼貌
几个回合后
客户来邮件后
客户有多个问题 一一作答，条理清楚
客户提出的专业问题尤其不能避而不答
涉及到产品证书、质量等级的问题最好主动提及
减少邮件往来的回合，提高效率
4.公司介绍
公司介绍怎么写？三行最适合且要有独特的卖点，放在开始和结尾都是可以的
公司介绍三行 How long? When？ What？
5.讨价还价
第一次报价给自己适当留有空间
价格的合理性
与竞争对手相比
其他选择方案
6.无法满足对方需求时
一定要注意语调＋给出解决方案
总结
意识决定行为
重视你的每一客户，24小时内回复
赢在服务
注意沟通的语气和诚意，内容专业
细节很关键
仔细阅读客户邮件中每一句话，和每一封邮件
询盘回复模板20120303
询盘是买卖家的“第一次亲密接触”，在您的商品价格和详细描述吸引了买家之后，您就需要通过优质的服务增强买家下单决心，用服务赢得订单！
1、回复及时——买家发送询盘的24小时内是黄金时间；
2、内容专业——清晰、简洁、完整
3、格式规范——别忽略问候语，结束语等细节
催促下单，库存不多
Dear X,
Thank you for your inquiry.
Yes, we have this item in stock. How many do you want? Right now, we only have X lots of the X color left. Since they are very popular, the product has a high risk of selling out soon. Please place your order as soon as possible. Thank you!
Best regards,
(name)
亲爱的，
谢谢您的询问。
是的，我们有这个项目。你想要多少？现在，我们只剩下了十色的颜色。因为他们很受欢迎，产品很快就卖出去了。请尽快将您的订单。谢谢你！
最好的问候，
回应买家砍价
Dear x,
Thank you for your interests in my item.
I am sorry but we can’t offer you that low price you asked for. We feel that the price listed is reasonable and has been carefully calculated and leaves me limited profit already.
However, we’d like to offer you some discounts on bulk purchases. If your order is more than X pieces, we will give you a discount of xx% off.
Please let me know for any further questions. Thanks.
Sincerely,
(name)
断货
Dear X,
We are sorry to inform you that this item is out of stock at the moment. We will contact the factory to see when they will be available again. Also, we would like to recommend to you some other items which are of the same style. We hope you like them as well. You can click on the following link to check them out.
http://www.aliexpress…
Please let me know for any further questions. Thanks.
Best Regards,
(Your name)
因为周末导致回复不够及时,先表示歉意，因为错过了最佳24小时回复时间所以可通过主动打折的方式赢取客户。
Dear X,
I am sorry for the delayed response due to the weekend. Yes, we have this item in stock. And to show our apology for our delayed response, we will offer you 10% off. Please place your order before Friday to enjoy this discount. Thank you!
Please let me know if you have any further questions. Thanks.
Best Regards,
(Your name)
亲爱的，
我很抱歉，由于周末的延迟反应。是的，我们有这个项目。为我们的道歉，我们会为你提供10%的折扣。请在星期五之前订购此订单，以享受这个折扣。谢谢你！
请让我知道如果你有任何进一步的问题。谢谢
最好的问候，
（你的名字）
关于支付
选择escrow，提醒折扣快结束了
Hello X,
Thank you for the message. Please note that there are only 3 days left to get 10% off by making payments with Escrow (credit card, Visa, MasterCard, moneybookers or Western Union). Please make the payment as soon as possible. I will also send you an additional gift to show our appreciation.
Please let me know for any further questions. Thanks.
Best regards,
(Your name)
合并支付及修改价格的操作
Dear X,
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,
(Your name)
提醒买家尽快付款模板
Dear X,
We appreciated your purchase from us. However, we noticed you that haven’t made the payment yet. This is a friendly reminder to you to complete the payment transaction as soon as possible. Instant payments are very important; the earlier you pay, the sooner you will get the item.
If you have any problems making the payment, or if you don’t want to go through with the order, please let us know. We can help you to resolve the payment problems or cancel the order.
Thanks again! Looking forward to hearing from you soon.
Best Regards,
(Your name)
亲爱的，
我们很感激你从我们这里购买。然而，我们注意到你还没有付款。这是一个友好的提醒您尽快完成付款交易。即时付款是非常重要的，你越早付款，你就越快得到这个项目。
如果您有任何问题，付款，或如果您不想通过与秩序，请让我们知道。我们可以帮助您解决付款问题或取消订单。
再次感谢！期待尽快收到你的来信。
最好的问候，
Dear X,
We appreciate your order from us. You have chosen one of the bestselling products in our store. It’s very popular for its good quality and competitive price. Right now, we only have X lots of the X colors left. We would like to inform you that this product has a high risk of selling out soon.
We noticed that you hadn’t finished the payment process for the order. We’d like to offer you a esn’t sell out. We will ship your order within 24 hours once your payment is confirmed. If you need any help or have any questions, please let us know.
Best Regards,
(your name)
亲爱的，
我们感谢您的订单。你选择了一个最畅销的产品在我们的商店。这是非常流行的，其良好的质量和竞争力的价格。现在，我们只剩下十种颜色了。我们想通知你，这个产品很快就卖出去了。
我们注意到你没有完成订单的付款过程。如果你现在购买的话，我们想给你10%的折扣，以保证产品不卖出去。一旦你方付款确认，我们将在24小时内装运你方的订单。如果您需要任何帮助或有任何问题，请让我们知道。
诚挚的问候，
（你的名字）
PS: We are one of the biggest suppliers on AliExpress. With more than 3 years’ experience in world trade, we are able to provide the best prices, the highest quality and the superior service. We inspect our products before shipping them out and provide a 1 year warranty for all products. We promise to give you a full refund if the products are not as described.
If you have any questions, please contact us; we are happy to help you.
PS：我们是一家在全球速卖通的最大供应商。拥有超过3年的世界贸易经验，我们能够提供最好的价格，最高的质量和优质的服务。我们检查我们的产品，然后才发货，并提供了1年保修的所有产品。如果产品不被描述，我们保证给你全额退款。
如果您有任何疑问，请联系我们，我们很乐意帮助您。
订单超重导致无法使用小包免邮的回复：
Dear X,
Unfortunately, free shipping for this item is unavailable; I am sorry for the confusion. Free Shipping is only for packages weighing less than 2kg, which can be shipped via China Post Air Mail. However, the item you would like to purchase weighs more than 2kg. You can either choose another express carrier, such as UPS or DHL (which will include shipping fees, but which are also much faster). You can place the orders separately, making sure each order weighs less than 2kg, to take advantage of free shipping.
If you have any further questions, please feel free to contact me.
Best Regards,
(Your name)
海关税
Dear X,
Thank you for your inquiry and I am happy to contact you.
I understand that you are worried about any possible extra cost for this item. Based on past experience, import taxes falls into two situations.
First, in most countries, it did not involve any extra expense on the buyer side for similar small or low-cost items.
Second, in some individual cases, buyers might need to pay some import taxes or customs charges even when their purchase is small. As to specific rates, please consult your local customs office.
I appreciate for your understanding!
Sincerely,
(Your name)
亲爱的，
谢谢您的询问，我很高兴与您联系。
我知道你担心这个项目可能的额外费用。根据以往的经验，进口税属于2种情况。 首先，在大多数国家，它并没有涉及任何额外费用在买方方面类似的小或低成本项目。 其次，在某些个别情况下，买家可能需要支付一些进口税或关税，即使他们购买的是小。具体收费标准，请咨询当地海关。
我感谢你的理解！
真诚地，
（你的名字）
因为物流风险，卖家无法向买家国家发货时给出的回复
Dear X,
Thank you for your inquiry.
I am sorry to inform you that our store is not able to provide shipping service to your country. However, if you plan to ship your orders to other countries, please let me know; hopefully we can accommodate future orders.
I appreciate for your understanding!
Sincerely,
(Your name)
已发货并告知买家
Dear X,
Thank you for shopping with us.
We have shipped out your order (order ID: xxx) on Feb. 10th by EMS. The tracking number is xxx. It will take 5-10 workdays to reach your destination, but please check the tracking information for updated information. Thank you for your patience!
If you have any further questions, please feel free to contact me.
Best Regards,
(Your name)
亲爱的，
谢谢你和我们一起购物。
我们已于二月十日通过特快运输将您的订单（订单编号：×××）。跟踪编号为。这将需要5-10个工作日到达你的目的地，但请查看跟踪信息的更新信息。谢谢你的耐心！ 如果您有任何进一步的问题，请随时联系我。
最好的问候，
（你的名字）
物流遇到问题
Dear X,
Thank you for your inquiry; I am happy to contact you.
We would like to confirm that we sent the package on 16 Jan, 2012. However, we were informed package did not arrive due to We have re-sent your order by the new tracking number is: It usually takes 7 days to arrive to your destination. We are very sorry for the inconvenience. Thank you for your patience.
If you have any further questions, please feel free to contact me.
Best Regards,
(Your name)
亲爱的，
谢谢您的询问，我很高兴与您联系。
我们想确认一下我们在16月2012日寄的包裹。然而，我们被告知包裹并没有到达，由于航运问题与递送公司。我们已重新发送您的订单通过环境管理系统；新的跟踪号码是。到达目的地通常需要7天的时间。我们很抱歉给您带来不便。谢谢你的耐心。
如果您有任何进一步的问题，请随时联系我。
最好的问候，
（你的名字）
如果买家希望提供样品，而贵公司不支持样品时，可以这样回复
Dear X,
Thank you for your inquiry; I am happy to contact you.
Regarding your request, I am very sorry to inform you that we are not able to offer free samples.
To check out our products we recommend ordering just one unit of the product (the price may be a little bit higher than ordering by lot). Otherwise, you can order the full quantity. We can assure the quality because every piece of our product is carefully examined by our working staff. We believe trustworthiness is the key to a successful business.
If you have any further questions, please feel free to contact me.
Best Regards,
(Your name)