Although cross-border e-commerce customer service personnel mainly provide customer service for overseas customers, since most of the domestic cross-border e-commerce companies are small and medium-sized enterprises, many cross-border e-commerce customer service personnel usually have positions such as platform product sales and operations. Therefore, cross-border e-commerce customer service personnel need to have sales skills to facilitate transactions.
Facilitating transactions refers to the process in which customers agree and accept the influence of customer service personnel to purchase the goods or services they promote, which is an important part of the entire sales process. The specific manifestations of facilitating transactions include signing sales contracts, making payments, etc. When customers contact customer service personnel and talk about the following aspects, customer service personnel should judge the customer’s purchase intention and use the opportunity to communicate with customers online or by email to facilitate customers to place orders. For example, customers ask about the style, model, color, packaging, etc. of the product and put forward modification opinions or requirements; customers bargain for the product; customers discuss details such as delivery time, logistics transportation, repair and maintenance; customers raise objections to the product. These are all reminding customer service personnel that they need to use corresponding methods to facilitate customers to place orders.