疫情期间如何与买家做好订单沟通的建议

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所属分类外贸圈
受疫情影响,当前很多商家会面临很多来自买家关于疫情的询问,阿里巴巴国际站汇总了一些常见的买家问题,出具了这份沟通建议,供外贸商家朋友们参考。


一、在与买家沟通时,建议按照以下基本原则进行沟通
● 主动排查订单可能风险,主动沟通,及时跟进客户诉求
● 稳定客户情绪,提振客户信心
● 提供相关解决方案和后续执行计划
● 了解相关法律应对措施


二、买家集中关心的问题及沟通建议

情况1:买家咨询疫情爆发对订单的影响

沟通建议:
● 稳定买家的情绪,根据实际情况说明疫情对于订单交付可能产生的影响。但同时要告知买家目前中国政府及社会各界的防护及救治措施,让买家相信疫情必将逐步控制好转,提振买家信心;
● 告诉买家目前中国疫情并不是所有地区的生产都受到很大波及,接下来通过各方的共同努力,将会有明显好转;
● 要根据目前实际的生产进度和交付计划,及时主动与买家沟通,包括订单的最新进度、工厂的复工情况以及其他为降低影响而采取的措施等。“信息透明和及时沟通”维护好客户关系是第一要务。

相关参考资料:
● 新华社: 《World leaders speak highly of, support China's anti-epidemic efforts》
http://www.xinhuanet.com/english/2020-02/01/c_138748559.htm
● 新华社:《Commentary: PHEIC, not panic》
http://www.xinhuanet.com/english/2020-01/31/c_138745347.htm
● 新华社:《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
● 人民网:《China sets new global standard in epidemic control, says former WHO chief》
http://en.people.cn/n3/2020/0201/c90000-9653156.html

情况2:买家咨询订单物流时效是否会受疫情影响?

沟通建议:
● 本身由于中国春节假期原因,大部分物流的时效性都会受到一定程度影响,目前中国政府将春节假期延长到北京时间2月2日,但随着物流企业的逐步复工,春节长假后大多数地区的物流会逐渐恢复,个别地区如湖北省,物流恢复则相对缓慢;
● 针对可能出现的物流延迟情况,要与物流服务商一起制定必要的方案,并及时告知买家;
● 目前中国相关政府部门和阿里巴巴平台都在密切关注本次疫情的发展,会积极推动各方一起合作,加快物流效率,有任何进展及时告知买家。阿里巴巴国际站已于北京时间2020年1月30日公布了2020年春节期间信用保障订单发货时间调整的公告,对相关物流政策作出调整。

相关参考资料:
● 《官方公告:针对疫情影响,阿里巴巴国际站推出全新平台运营规则》
https://supplier.alibaba.com/content/detail/1521798.htm

情况3:买家担心从中国运出的包裹或货品,会携带冠状肺炎病毒。

沟通建议:
● 明确回复买家,到目前为止,没有证据表明包裹或货品会携带状肺炎病毒;
● 目前,世界卫生组织WHO和美国疾病预防控制中心CDC对此问题均有明确的回复,可将相关截图和资料出示给买家以打消其疑虑。其中WHO明确回复“从中国收取包裹是安全的”,以及“不建议对国际贸易进行限制”。而美国疾病预防控制中心(CDC)则在公告中称“没有证据表明冠状肺炎病毒的传播与进口商品有关,并且美国境内并无任何与进口商品有关的新冠肺炎病例。”
● 与买家强调目前中国政府及社会各界的防护及救治措施,让买家相信疫情必将逐步控制好转;也要告诉买家,目前中国相关政府部门和阿里巴巴平台都在密切关注本次疫情的发展,会积极推动各方一起合作,有任何进展及时告知买家。

相关参考资料:
● 世界卫生组织(WHO):《关于2019新型冠状病毒疫情的《国际卫生条例(2005)》突发事件委员会第二次会议的声明》
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)

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

● 世界卫生组织(WHO)Twitter:


情况4:买家因为此次疫情,想取消来自中国的订单。

沟通建议:
● 一般此类情况更多来自于恐慌心理。稳定买家的情绪仍是第一步沟通建议。可通过告知中国政府及社会各界的防护及救治措施(参考情况1),以及从包裹不会传播病毒(参考情况3),来降低买家担忧;
● 另外一类情况,是基于订单交付的顾虑。要主动及时与买家进行沟通,让买家知道商家和平台会采取必要的措施来保障订单的确定性(参考情况2),“信息透明和及时沟通”始终是维护好客户关系的第一要务;
● 如果产生纠纷,可以咨询阿里巴巴国际站小二(在线咨询、热线电话以及客户经理),或者相关法律人士,以通过平台规则和法律手段获得妥善的解决方案。

相关参考资料:
● 《官方公告:针对疫情影响,阿里巴巴国际站推出全新平台运营规则》
https://supplier.alibaba.com/content/detail/1521798.htm
● 《专业指南 | 新冠疫情对国际贸易的影响和法律应对措施》
https://w.url.cn/s/AMh9bRO


三、买家常见问题的回复示例
1. Will logistics be affected by the coronavirus 2019-nCoV?
参考回复(请结合实际情况做调整):
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?
参考回复(请结合实际情况做调整):
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?
参考回复(请结合实际情况做调整):
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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