(I) Reply Time
During cross-border e-commerce transactions, it is common for the two parties to have time differences. If the other party sends a message when the merchant is resting, do not rush to reply. You need to calculate the time difference between the two sides and communicate at a time that is convenient for the other party. Before the conversation, you can explain the reason to the other party and get the customer’s understanding.
(II) Language Use
The difference in language between the two parties is also one of the obstacles to cross-border e-commerce transactions, but it is not a big problem. You only need to translate according to the language used by the other party and then send it. Don’t be smart and always talk in English, because in some countries, the popularity of English is not high, and customers even don’t like English. Merchants just need to cooperate with customers to the greatest extent.
(III) How to deal with old customers
Sometimes, old customers come to the store again, and the merchant is completely unaware. But if you can let the customer know, the merchant will know that he is a customer who has purchased before, which will greatly increase the store’s favorability. For example, when a customer asks, you can first check whether there is a record of purchasing the product. If so, you can ask about it at the time of the transaction, such as “Is it still the previous delivery address?” Similar questions can make the customer feel very valued and concerned, and you have a good grasp of his information. Giving customers a different shopping experience can also help customers remember the store better.
(IV) After-sales service
After-sales service is still a very important topic in e-commerce. After the transaction, if the problem is caused by the merchant’s mistake, you need to apologize and try your best to compensate. Even if the buyer is far away from home, try to return or exchange the goods, or refund them, etc. If it is the customer’s mistake, pay attention to your attitude, negotiate with the customer, solve the problem with a polite attitude and appropriate method, and sometimes give in to gain a better reputation.