课程内容

案例1发错样品

问题:老师,我们发错样品了,客户需要DVD的,但我们发了显示器,如何减少我方损失 不让客户退回来让客户自行解决,毕竟只是样品。

回复思路:

道歉,如果产生的问题客户也有责任,在顾及客户的面子下间接的提出来。

回复话术:

Dear Xxx,

I am so sorry for my mistake, I didn't recognize that you need a headrest DVD actually, I just noted your direct product order link from Alibaba inquiry, in fact, as you got, HM866-MP5 is just a monitor without DVD function, apologize you for bring such big inconvenience. But, in order to decrease your lost, may I forward three solution as following:

1. Could you help us try to sell this monitor in your market, because the returning freight is expensive even much higher than the worth of product itself.

2. If nobody buy it, do you mind to use it and connect DVD player, whose video will transfer to HM866-MP5,you still can watch DVD program, how do you think ?

3. If you don't like it at all, of course, we accept that you return it to us, just could you please pay the shipping cost in advance, then, we remove the cost from your new order DVD player, we will recommend another model with DVD player, but its not the same appearance with HM866-MP5.

I wait for your final advice.

Yours sincerely,

Xxx

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