The main purpose of pre-sales service is to assist customers in engineering planning and system demand analysis, so that our products can meet user needs to the greatest extent, and at the same time, the customer’s investment can achieve the greatest comprehensive economic benefits. The content of pre-sales service is diverse, mainly providing information, market research and forecasting, product customization, processing and sorting, providing consultation, accepting telephone orders and mail orders, and providing a variety of convenient and financial services. The pre-sales service of cross-border e-commerce is specifically manifested in facilitating transactions and providing information.
Facilitating transactions is manifested in the following aspects: After the customer inquires, there is not much inventory, so urge the order; after the customer places an order, if the payment is not made in time, the buyer needs to be reminded to pay as soon as possible; take multiple channels to win customer orders, such as apologize for the untimely response as shown in Figure 2-6. At the same time, win customers by actively offering discounts and giving order deadlines.
For questions during the transaction process, we must have a deep understanding and inform customers in a timely manner, such as explaining customs taxes; in case of discounts or out of stock, we should inform customers in a timely manner; if there are holiday activities, we can also recommend product letters to buyers.
Data from cross-border e-commerce platforms show that more than 90% of orders generated by buyers through email inquiries are responded to within 24 hours of the buyer sending the inquiry! Overseas buyers have many inquiries, and replying within 24 hours of the buyer sending the inquiry has the greatest probability of turning the inquiry into a real order!