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      外貿推廣-疫情期間該如何與買家做好訂單溝通?請看這份建議-外貿知識-深圳市七達通科技有限公司

      18988788608 (微信)
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      外貿推廣-疫情期間該如何與買家做好訂單溝通?請看這份建議

      來源:深圳市七達通科技有限公司 瀏覽:1125 時間:2020-02-10 18:16:57

      受疫情影響,當前很多商家會面臨很多來自買家關于疫情的詢問,阿里巴巴國際站匯總了一些常見的買家問題,出具了這份溝通建議,供外貿商家朋友們參考。

      一、在與買家溝通時,建議按照以下基本原則進行溝通
      ● 主動排查訂單可能風險,主動溝通,及時跟進客戶訴求
      ● 穩定客戶情緒,提振客戶信心
      ● 提供相關解決方案和后續執行計劃
      ● 了解相關法律應對措施

      二、買家集中關心的問題及溝通建議

      情況1:買家咨詢疫情爆發對訂單的影響

      溝通建議:
      ● 穩定買家的情緒,根據實際情況說明疫情對于訂單交付可能產生的影響。但同時要告知買家目前中國政府及社會各界的防護及救治措施,讓買家相信疫情必將逐步控制好轉,提振買家信心;
      ● 告訴買家目前中國疫情并不是所有地區的生產都受到很大波及,接下來通過各方的共同努力,將會有明顯好轉;
      ● 要根據目前實際的生產進度和交付計劃,及時主動與買家溝通,包括訂單的最新進度、工廠的復工情況以及其他為降低影響而采取的措施等?!靶畔⑼该骱图皶r溝通”維護好客戶關系是第一要務。

      相關參考資料:
      ● 新華社: 《World leaders speak highly of, support China's anti-epidemic efforts》
      http://www.xinhuanet.com/english/2020-02/01/c_138748559.htm

      ● 新華社:《Commentary: PHEIC, not panic》
      http://www.xinhuanet.com/english/2020-01/31/c_138745347.htm
      ● 新華社:《Leaders of int'l organizations positively evaluate, support China's fight against virus outbreak》
      http://www.xinhuanet.com/english/2020-02/01/c_138748526.htm
      ● 人民網:《China sets new global standard in epidemic control, says former WHO chief》
      http://en.people.cn/n3/2020/0201/c90000-9653156.html

      情況2:買家咨詢訂單物流時效是否會受疫情影響?

      溝通建議:
      ● 本身由于中國春節假期原因,大部分物流的時效性都會受到一定程度影響,目前中國政府將春節假期延長到北京時間2月2日,但隨著物流企業的逐步復工,春節長假后大多數地區的物流會逐漸恢復,個別地區如湖北省,物流恢復則相對緩慢;
      ● 針對可能出現的物流延遲情況,要與物流服務商一起制定必要的方案,并及時告知買家;
      ● 目前中國相關政府部門和阿里巴巴平臺都在密切關注本次疫情的發展,會積極推動各方一起合作,加快物流效率,有任何進展及時告知買家。阿里巴巴國際站已于北京時間2020年1月30日公布了2020年春節期間信用保障訂單發貨時間調整的公告,對相關物流政策作出調整。

      相關參考資料:
      ● 《官方公告:針對疫情影響,阿里巴巴國際站推出全新平臺運營規則》
      https://supplier.alibaba.com/content/detail/1521798.htm

      情況3:買家擔心從中國運出的包裹或貨品,會攜帶冠狀肺炎病毒。

      溝通建議:
      ● 明確回復買家,到目前為止,沒有證據表明包裹或貨品會攜帶狀肺炎病毒;
      ● 目前,世界衛生組織WHO和美國疾病預防控制中心CDC對此問題均有明確的回復,可將相關截圖和資料出示給買家以打消其疑慮。其中WHO明確回復“從中國收取包裹是安全的”,以及“不建議對國際貿易進行限制”。而美國疾病預防控制中心(CDC)則在公告中稱“沒有證據表明冠狀肺炎病毒的傳播與進口商品有關,并且美國境內并無任何與進口商品有關的新冠肺炎病例?!?br /> ● 與買家強調目前中國政府及社會各界的防護及救治措施,讓買家相信疫情必將逐步控制好轉;也要告訴買家,目前中國相關政府部門和阿里巴巴平臺都在密切關注本次疫情的發展,會積極推動各方一起合作,有任何進展及時告知買家。

      相關參考資料:
      ● 世界衛生組織(WHO):《關于2019新型冠狀病毒疫情的《國際衛生條例(2005)》突發事件委員會第二次會議的聲明》

      https://www.who.int/news-room/detail/30-01-2020-statement-on-the-second-meeting-of-the-international-health-regulations-(2005)-emergency-committee-regarding-the-outbreak-of-novel-coronavirus-(2019-ncov)

       

      ● 美國疾病預防控制中心(CDC):《Frequently Asked Questions and Answers about 2019-nCoV and Animals》
      https://www.cdc.gov/coronavirus/2019-ncov/faq.html

       

      ● 世界衛生組織(WHO)Twitter:

       

      情況4:買家因為此次疫情,想取消來自中國的訂單。

      溝通建議:
      ● 一般此類情況更多來自于恐慌心理。穩定買家的情緒仍是第一步溝通建議??赏ㄟ^告知中國政府及社會各界的防護及救治措施(參考情況1),以及從包裹不會傳播病毒(參考情況3),來降低買家擔憂;
      ● 另外一類情況,是基于訂單交付的顧慮。要主動及時與買家進行溝通,讓買家知道商家和平臺會采取必要的措施來保障訂單的確定性(參考情況2),“信息透明和及時溝通”始終是維護好客戶關系的第一要務;
      ● 如果產生糾紛,可以咨詢阿里巴巴國際站小二(在線咨詢、熱線電話以及客戶經理),或者相關法律人士,以通過平臺規則和法律手段獲得妥善的解決方案。

      相關參考資料:
      ● 《官方公告:針對疫情影響,阿里巴巴國際站推出全新平臺運營規則》
      https://supplier.alibaba.com/content/detail/1521798.htm

      ● 《專業指南 | 新冠疫情對國際貿易的影響和法律應對措施》
      https://w.url.cn/s/AMh9bRO

      三、買家常見問題的回復示例

      1. Will logistics be affected by the coronavirus 2019-nCoV?

      參考回復(請結合實際情況做調整):
      The main event causing logistics delays right now is the annual Chinese Lunar New Year holiday. Chinese authorities recently announced that the holiday would be extended till February 2. All logistics arrangements should resume gradually after the holiday in most locations. However, delays are expected to continue in Wuhan, Hubei Province. Authorities are taking strict measures on this public health event, and we are also paying close attention to the situation. You will be informed immediately if we receive any updates crucial to your order. In addition,we will cooperate with relevant authorities to expedite logistics arrangement when possible.

      2. Should I be concerned of the risk of contracting the novel coronavirus from a package or products shipping from China?

      參考回復(請結合實際情況做調整):
      The World Health Organization (WHO) confirmed via Twitter on February 1 that "people receiving packages from China are not at risk of contracting 2019-nCoV" and have drawn from their analyses that the "coronaviruses do not survive long on objects, such as letters or packages". The United States Centers for Disease Control and Prevention (CDC) has also stated that “there is no evidence to support the transmission of 2019-nCoV associated with imported goods.”

      There have not been any cases that indicate packages or their contents carry such risks. Authorities are taking strict measures on this public health event, and we are also paying close attention to the situation and will cooperate with relevant authorities when possible.

      3. Should I cancel orders from China due to a safety concern about the coronavirus 2019-nCoV?

      參考回復(請結合實際情況做調整):
      According to the World Health Organization (WHO), “people receiving packages from China are NOT at risk of contracting 2019nCoV". It is also from their previous analyses that they "know coronaviruses do not survive long on objects, such as letters or packages.” As there have not been any cases that indicate packages or their contents carry such risks, there is no need to cancel an order due to a 2019-nCoV-related concern. Meanwhile, we are working closely with Alibaba.com to ensure smooth deliveries for the orders.

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