近期与海外买家良好沟通的话术建议
疫情突发，很多买家对订单及产品会有各方面的担心和考虑，为降低买家因过分担心而进行退单等会对卖家造成损失的操作，呼吁各位卖家朋友，在面对买家提出关于疫情咨询或想要取消订单的需求时，请您参考如下方法安抚买家：先理解、后安抚；想方案、促解决；宽其心、让放心；懂政策、树信心平台充分理解卖家的困难，迅速收集整理了近期买家关注并集中咨询的问题，为卖家准备了如下建议回复话术，大家可以参考并根据自己实际情况进行回复买家：
- 买家咨询中国疫情的影响？（是否很严重等）
参考话术：
We know that the spread of the Coronavirus was a cause for concern. The main epidemic situation is only in Wuhan, which is under control. China is determined and capable of winning the battle against the Coronavirus. The government’s performance received compliments from all over the world, said as WHO’s current director-general Tedros Adhanom Ghebreyesus, China has set a new standard for countries around the world in epidemic prevention and control. And also China is getting the supports from all over the world. So we do believe that the situation will go better and better, and all business will get restored soon.
- 买家咨询包裹是否有病毒？
参考话术：
According to the World Health Organization (WHO), “people receiving packages from China are NOT at risk of contracting 2019nCoV, since coronaviruses do not survive long on objects, such as letters or packages”. And till now, there is no evidence to show that there is any virus within the package.
Customers’ satisfaction and safety are at our first priority, we will continue paying close attention on the situation and will cooperate with relevant authorities when possible.
- 货物是否会有延迟？
参考话术：
Due to The Spring Festival, most logistics timeliness will get impacted a little, but the gradually resumption of these logistics after the end of holiday. However, delays are expected to continue in Wuhan, Hubei Province. Authorities are taking strict measures on this public health event, the epidemic situation is under control, all things will get restored soon. We will continue pay a close attention on this issue, you will be informed immediately if we receive any updates crucial to your order. Your understanding and support will be highly appreciated.
- 买家不想等待，想要取消订单
说明：面对买家想要取消订单的需求，请您首先表达理解。然后根据自己的实际情况适当安抚买家，为买家树立信心。如果买家愿意等待则无需取消订单；如果买家执意取消，请您配合。
参考话术：
I do appreciate your trust and support on me, just like most enterprises, we are gradually resuming our business. But I do understand that you can’t wait for that long.For the coronavirus, the government has already taken strong action to interrupt the spread, and all things are under control now. Looking forward more business with you soon, after all issues have been settled.
相关内容国外参考链接： 链接
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链接(2005)-emergency-committee-regarding-the-outbreak-of-novel-coronavirus-(2019-ncov)
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