【干货】如何抓住国外“超级买手”，再送手打纠纷模板直接拿走！

【编者按】：做速卖通没有大客户？许多卖家常常会想为什么找不到一个大客户，其实这种天上掉馅饼的事情并没有那么容易，关键需要靠卖家长时间的摸索和积累，通过不断培养客户的习惯，终将会拥有一个大客户。具体的请跟雨果网小编来看看速卖通大学讲师罗宾系列课程《如何抓住国外“超级买手”》是怎么讲的吧。

如何做到精准客户营销，抓住国外“超级买手”，本次课程将从以下几方面讲解：

一、精准客户营销

首先来看一组图解：

罗老师说这个客户是从2012年开始跟踪的一个大客户，从客单价200美金到现在的6000美金。

其实这个客户就属于“超级买家”，金额较大，稳定频繁，服务方便。其实培养一个大客户就是以下这样的一个流程，不断跟踪跟进。

1.识别

速卖通有一个VIP Club的等级区分：

通过查看到黄金会员的购买记录，可以发现这个买家是否符合大客户的标准

你要做到的就是“不择手段”的获取客户有价值的信息，从自己的营销中心发现：购买频率高、金额大、给好评、利润高、服务简单、发展前景大的记录下来。

2.开发

开发自己、别人、潜在、已有的客户

自己的客户刚才上文说过，通过到营销中心的历史客户统计与营销中寻找。

盘点：购买次数3次以上，采购金额超过50美金的客户购买记录统计起来

别人的客户：比如在我们店铺买过A产品的客户到别人店铺买了B产品，可以考虑自己能不能做B产品。

潜在的客户：针对来过我们店铺询盘的客户，在站内信用户对话中查看，参考以下回复方式，简单明了，不说废话。再找到他的采购记录，分析出他是自用还是分销

3.销售

销售现有的、客户想买的、销售客户在别人处买的

客户想买的：创建一个新链接，价格稍微低一些，推销给客户

4.服务

请把现有自己的货用心发出去。一个大客户价值比你上传几百上千个产品来的效果。提供准确的报价和发票，包裹尺寸，以及邮件保持和客户沟通，还可以发点样品和感谢信。

发货时记住重量和包装size、采购和运费成本、发货途中的报价、记住追踪记录。

5.维护

分析客户采购记录、客户网站、客户对我们的产品意见、注意时刻与客户保持联系。

客户信息用记事本记录，按照行业类别整理，用心搜集。

二、提高效率

做好每天日程安排，对自己诚实，是否完成心中有数。

效率提升要靠自我稽核

抄送同事，呈报主管，主管稽核。

 

最后是罗宾老师的福利：纠纷处理邮件模板

一、因货物推迟

1.物流信息无法查询

A. Dear friend,

Thanks for your order and sorry to make you trouble.

Your package was delivered via China Post Ordinary Small Packet Plus / Posti Finland Economy .

it just can be tracked during in China.I mean it has no tracking information when it arrives your country.

But please do not worry about it .You will receive the package normally.

Hope you cancel the dispute.I will always focus on your order

Please feel free to contact me if you have any problem.

Thanks for your kindly understand.

B.Hi friend

I am so sorry for the delay.

Please don’t worry.I always here.

1.I have extend the delivery date to 10 days,your money is safe.

2.I will push the agent of CHINAPOST, so your package is safe!

I think your parcel arrive soon.Hope you wait for a few days.

Hope you cancel the dispute,it’s really harmful to me.

Thanks for your kindly understand.

Have a nice day

C. Hi Friend

So sorry for the delay.

Hope you be patient to wait for 5-7 days

If still not arrive,I will try my best to solve it.

Hope you understand me and cancel the dispute.

Thank you so much

D,Hi friend

I am really sorry for the delay

But the transportation is really out of my control.

Hope you wait for a few days.it will arrive soon

If you don’t receive the parcel finally,I will refund to you.

Hope get your understanding.

2.查询到正在运输途中

A.Hi friend

I am so sorry for the delay.

I have checked the tracking number.

It shows your parcel is transporting normally.

It will arrive soon,hope you wait for a few days.

Hope you cancel the dispute.It is really harmful to me.

Hope get your understanding.Thank you so much.

Best regards.

B. Hi friend

The parcel is transporting normally.

It will arrive soon.hope you be patient.

Could you cancel the dispute?it’s so harmful to me.

I will always focus on your order.any problem,contact me any time

Hope get your understanding

Thank you so much.

C. Hi friend

I am so so sorry for the delay.

Hope you wait for 5-7days.

If still not arrive,I will try my best to solve it.

Hope you cancel the dispute,it’s so so harmful to me

Thanks for your kindly understanding

3.查询等待签收。

A.Hi friend

I am so sorry for the delay.

I have checked the tracking number.

It shows your parcel is ready to pick up

Hope you contact your local post office quickly.

Hope you cancel the dispute.it is so harmful to me

Thank you for your understanding

have a nice day

B.Hi friend

Your parcel is ready to pick up

Hope you contact your local post office quickly.

Could you cancel the dispute ?t is so harmful to me

Hope you got my message

Thank you

C. Hi friend

Hope you got my message and got your parcel

Hope you cancel the dispute..........

It’s so so harmful to me.

Waiting for your reply.

二、因货物损坏

1.产品本身质量有问题

A. Hi friend

I am so sorry for the problem.

Our products are in high quality and experience three checking.

It may my colleague make mistake in checking quality.

We will take more attention to quality.

If you agree,we refund you$ as compensation.

Hope you cancel the dispute,it’s so harmful to my store.

Thanks for your kindly understanding.

Have a nice day

B. Hi friend

So so sorry for the problem.

We will full refund to you.

Hope you give a favor to leave me 5 stars and positive feedback

It’s really important to me.Hope get your understanding.

Waiting for your reply

2.因运输损坏，或包装

A.Hi friend

I am so sorry for the problem.

Our products are in high quality and experience three checking.

But the goods in transportation is really out of control.

We will take more attention to transportation and package

If you agree,we refund you$ as compensation.

Hope you cancel the dispute,it’s so harmful to my store.

Thanks for your kindly understanding.

Have a nice day

B. Hi friend

So so sorry for the problem.

If you agree,we refund you$ as compensation.

The goods in transportation is really really out of my control.

Hope you understand me and cancel the dispute.

Thank you so much for your kind understanding.

Have a nice day

货物损坏接受纠纷退款

I am so sorry to make you trouble.

I will agree your dispute and give you money back.

Maybe you will receive the item in the near future .

I hope you can give me a favor for leaving me 5 stars of the feedback,it is very important to me. We want to give you the best products and customer service.

Please kindly understand the post is out of our control.

Thank you very much in advance.

Best regards.

纠纷退款后催评：

Dear friend,

Thanks for your order a few days ago.we are sorry to make you trouble.we give you a refund,and we hope that you can leave us positive feedback and 5 stars.It is important to us.we will great appreciate your kindness.Thank you so much.

5 stars will have 5% discount in the future!

thank you for cooperation!

Best regards,

收货期快到了，客户提纠纷：

Dear friend,

So sorry to make you trouble.Please do not worry about the protection.I will try my best to solve it .I have extended the delivery time and your money is safe. Hope you cancel the dispute.It is really important but so harmful to me.Hope get your understanding.Thank you so much.

Best regards.

物品破碎后同意退款，请客户留好评，等客户回复后再退款

Hi dear,Thanks for your cooperation.We will agree to refund.Our products are in good quality.It damaged in transporting is really out of our control.we will take more attention to transportation.Hope you give me a favor for leaving me 5 stars and positive feedback.Thank you so much.Hope get your understanding. my friend.Hope we have next chance to provide you best products and service.

Have a nice day

 

（整理/雨果网 李宇航）