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单击此处编辑母版标题样式,单击此处编辑母版文本样式,二级,三级,四级,五级,2022/8/26,#,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,Chapter 3-Customer Maintenance 教学课件跨境电商实用英语,Chapter 3,跨境电商实用英语,Chapter 3,Customer Maintenance,03,Mini-Project,02,Passage Reading,01,Warming-up,目录,CONTENST,After studying this chapter,you are expected to:,Acquire basic knowledge about the methods of maintaining relationship with customers,Use relevant skills to maintain regular contact with old customers,Master the professional skills of product promotion on Cross-border E-commerce,Develop a customer-oriented professional quality,Learning Goals,Chapter 3,PART ONE/,Warming-up,01,Task,Work in groups.Look at what the following people say or do and express your own opinions with your group members.Try to relate to your personal experience.,Today is Lisas birthday.The store from which she had once bought the cotton bed sheets sent her a birthday card this morning.This makes her feel happy and moved.She says she will visit the store again.,One of my friends who run an online shop once told me,“The cost of developing new customers is clearly more expensive than maintaining old customers.We must make great efforts to keep old customers while developing new customers”.,A,B,Chapter 3,PART TWO/,Passage Reading,0,2,Customer Maintenance,In traditional international trade,we usually meet the customers in exhibitions.The main difference between the exhibition and Cross-border E-commerce platform is that almost every customer can meet with the seller in the exhibition face to,face.That is,in traditional international trade,the final transaction between buyers and sellers may actually be built on preliminary contact.,However,as the key characteristic of Internet,buyers and sellers have never met before the transaction if they do business on the Cross-border E-commerce platforms,so we are unable to determine customers information even before we communicate with them.Of course,the Cross-border E-commerce platforms provide various ways to help buyers and sellers identify each others information,but these methods are also based on the Internet.Consequently,the nature of Internet determines that we are still unable to determine the background,real information and other factors of both sides in the transaction through the most intuitive way.,In business,a single transaction to the business is only the value for a single time,or a single trade to buyers and sellers means only the profit for a single time.In order to allow buyers and sellers to gain profits continuously through transactions,there must be a method to help buyers and sellers to form a strong connection.This does not only mean the value for a certain period of time,but also the added value of business.Because this strong connection creates new values such as brand value and service value,which is unrelated to the transaction itself.,The difference between the customers on the Cross-border E-commerce platforms and in the traditional international trade lies in its uncertainty.It is not difficult for us to understand that the maintenance and the establishment of customer connection on Cross-border E-commerce platforms is a more complicated process than in traditional international trade.However,customer maintenance is the key to Cross-border E-commerce.According to the study,the cost of developing a new customer is five times as that of retaining an old one.So how do we maintain customer relationships and establish a close connection with our customers on Cross-border E-commerce platforms?This requires us to consider the basis of Cross-border E-commerce platforms,and carry out the following activities:,Build customer database,Sellers should collect detailed information on customers personal information,purchase history,buying preferences and concerns.These are all“clues”that can help sellers understand customers preferences.After knowing these,sellers can provide customers with personalized service.,Maintain regular contact with old customers,In order to retain and maintain good relationships with customer,many Cross-border E-commerce sellers will send emails or cards to customers on holidays or customers birthday.It can change the business relationship into friend relationship,and help the sellers to follow up with the customers.,3.Reply old customers emails without delay,Old customers emails must be replied on the same day.If you encounter a complicated problem,and cannot reply on the same day without the cooperation from other sides,you must promptly inform the customer.For example:“Mail received,and is being processed.”Even so,you must reply that customer no more than three days later.,4.Ensure product quality,Products must go through strict quality inspection and the quality of products must be ensured.Only the quality is ensured will the company develop better,and the customers will repurchase these high-quality and inexpensive products.Over time,it will form a positive“ecological circle”.,Pay old customers a return visit re
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