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面对疫情!6个场景教你回答跨境客户担心的问题

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当前,疫情仍在肆虐。当地时间1月30日晚,世界卫生组织宣布,将新型冠状病毒疫情列为国际关注的突发公共卫生事件(Public Health Emergency of International Concern,PHEIC)。世界卫生组织虽强调不建议实施旅行和贸易限制,并再次高度肯定中方的防控举措,但是对于出口企业和外贸人来说,此次疫情无疑是一次巨大考验。受新型冠状病毒感染的肺炎疫情的影响,导致无法如期履行或不能履行国际贸易合同的,企业可向贸促会申请办理与不可抗力相关的事实性证明。

还有很多需要注意的地方,小编整理了这份回复模板秘籍,希望能帮到你! 
同舟共济,阻击疫情!

消除恐惧的最好办法就是面对恐惧,奥利给!!!

场景1:中国疫情现状/是否持续扩散/是否已经控制/国家或者平台有采取什么应对措施/等所有涉及疫情的咨询:

答:At present, the Chinese government is taking the most powerful measures,and everything is under control. Life is normal in most other parts of China by far, with only a few cities like Wuhan affected. I believe it will all return to normal soon. Thanks!

当前,中国政府正在采取最有力的措施,一切都在控制之中。到目前为止,中国大部分地区的生活都是正常的,只有像武汉这样的少数城市受到了影响。我相信一切都会很快恢复正常。谢谢!

面对疫情!6个场景教你回答跨境客户担心的问题

场景2:卖家发货/确认取消订单/物流/纠纷响应延迟:

答:Dear customer, due to the extended Chinese Spring Festival most of our staff are off their duty, so from Jan 19th PT to Feb 18th PT, you may see an extension for the preparation period, cancellation time, dispute time and estimated delivery time of orders. We are trying our best to deliver your order as fast as possible. Appreciate your understanding.

尊敬的客户,由于春节延长,我们的大部分员工都下班了,所以从PT的1月19日至PT的2月18日,您可能会看到准备时间,取消时间,争议时间和订单预计交付时间的延长 。我们正在尽力尽快交付您的订单。赞赏您的理解。

场景3:待发货-疫情原因想要申请取消订单:

答:Please note that there’s no evidence indicating packages or their contents carry any risks of virus. If you do not want to receive the order any more, you can request to cancel it on order detail page.

请注意,没有证据表明包装或其内容物带有任何病毒风险。如果您不想再收到订单,则可以在订单详细信息页面上请求取消订单。

As for the unexpected Coronavirus outbreak in China, please refer to the official announcement of WHO and other authorities. And we are paying close attention to the situation and will cooperate with AliExpress platform and relevant authorities.

至于在中国意外的冠状病毒爆发,请参考世界卫生组织和其他当局的官方公告。我们将密切关注这一情况,并将与速卖通平台和有关当局合作。

面对疫情!6个场景教你回答跨境客户担心的问题

附近这张图更有说服力

场景4:待收货-疫情原因不想要包裹了:

答:Please note that the package of the order in transit and it could not be canceled now. If you do not want it, you may try to return the package before its acceptance;

Besides, please kindly be aware, there’s no evidence indicating packages or their contents carry any risks. We are paying close attention to the situation and will cooperate with relevant authorities.

答:请注意,该订单的包裹正在运输中,现在无法取消。如果您不想要它,可以尝试在接受之前将其退还;

此外,请注意,没有证据表明包裹或其内容物有任何风险。我们正在密切关注局势,并将与有关当局合作。

场景5:通知假期延长:

表达:Affected by a novel coronavirus, our government announced all enterprises will remain closed till February 9.

受新型冠状病毒影响,我国政府宣布所有企业将关闭至2月9日。

或 our government announced it will delay resumption of work to February 9.

我们的政府宣布将推迟到2月9日恢复工作。

Your understanding and support will be highly appreciated.非常感谢您的理解和支持。

通知已下单客户货期可能会延迟:

表达:Apparently the coronavirus issue will not be resolved in short period, we are afraid that the schedule of your order may be changed due to the delay of production. We’ll keep you updated. 很显然,这次疫情短时间内不会得到解决。我们恐怕你订单的排期会因为生产的推迟而改变。会进一步告知进展。

如客户2月初有来华计划可委婉劝说迟些再来:

告知复工时间,再说:To avoid any negative impact, I suggest that you may consider delaying your trip to China. 为了避免任何负面影响,我建议你要考虑下延迟来华行程。

场景6:如有客户受海外社媒谣传:

纠正后:Fake news. Thanks for helping prevent the spread of these rumors if possible. 假消息!如果可以,也请帮忙阻止这类谣言的传播。

可以补充:I believe, China’s speed, scale and efficiency of response is rarely seen in the world. 我相信中国应对此次疫情的速度,规模和效率在世界上都是很少见的。此话有感于一个客户和我说:Any other countries could not have controlled like China. 满满的民族自豪感。

如有社交媒体的(Instagram、YouTube、Facebook、Twitter,连那个p站也可以发,为我们国家的公关贡献一份力量),也可以发正能量的贴。帮忙阻止这类谣言的传播。

最后大家也要保护好自己。精准防护,科学应对。勿信谣言。愿疫情早日结束

本文转自微信公众号出海笔记(ID:chuhaibiji),未经许可,禁止转载。

   

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