受疫情影響，當(dāng)前很多商家會(huì)面臨來(lái)自買(mǎi)家關(guān)于疫情的詢問(wèn)，我們匯總了一些常見(jiàn)的買(mǎi)家問(wèn)題，出具了這份溝通建議，供外貿(mào)商家朋友們參考。

 

 

一個(gè)大的前提，在與買(mǎi)家溝通時(shí)遵循以下四個(gè)原則：

1、主動(dòng)排查訂單可能風(fēng)險(xiǎn)，主動(dòng)溝通，及時(shí)跟進(jìn)客戶訴求；

2、穩(wěn)定客戶情緒，提振客戶信心；

3、提供相關(guān)解決方案和后續(xù)執(zhí)行計(jì)劃；

4、了解相關(guān)法律應(yīng)對(duì)措施。

 

買(mǎi)家相對(duì)最為關(guān)注的四類(lèi)問(wèn)題：

情況1：

買(mǎi)家咨詢疫情爆發(fā)對(duì)訂單的影響

溝通建議：_

1、穩(wěn)定買(mǎi)家的情緒，根據(jù)實(shí)際情況說(shuō)明疫情對(duì)于訂單交付可能產(chǎn)生的影響。但同時(shí)要告知買(mǎi)家目前中國(guó)政府及社會(huì)各界的防護(hù)及救治措施，讓買(mǎi)家相信疫情必將逐步控制好轉(zhuǎn)，提振買(mǎi)家信心；

2、告訴買(mǎi)家目前中國(guó)疫情并不是所有地區(qū)的生產(chǎn)都受到很大波及，在接下來(lái)通過(guò)各方的共同努力，將會(huì)有明顯好轉(zhuǎn)；

3、要根據(jù)目前實(shí)際的生產(chǎn)進(jìn)度和交付計(jì)劃，及時(shí)主動(dòng)與買(mǎi)家溝通，包括訂單的最新進(jìn)度、工廠的復(fù)工情況以及其他為降低影響而采取的措施等。“信息透明和及時(shí)溝通”維護(hù)好客戶關(guān)系是第一要?jiǎng)?wù)。

 

相關(guān)參考資料：

1、新華社：《World leaders speak highly of, support China's anti-epidemic efforts》

http://www.xinhuanet.com/english/2020-02/01/c_138748559.htm

2、新華社：《Commentary: PHEIC, not panic》

http://www.xinhuanet.com/english/2020-01/31/c_138745347.htm

3、新華社：《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

4、人民網(wǎng)：《Interview: China sets new global standard in epidemic control, says former WHO chief》

http://en.people.cn/n3/2020/0201/c90000-9653156.html

 

情況2：

買(mǎi)家咨詢訂單物流時(shí)效是否會(huì)受疫情影響？

溝通建議：

1、本身由于中國(guó)春節(jié)假期原因，大部分物流的時(shí)效性都會(huì)受到一定程度影響，但隨著物流企業(yè)的逐步復(fù)工，春節(jié)長(zhǎng)假后大多數(shù)地區(qū)的物流會(huì)逐漸恢復(fù)，個(gè)別地區(qū)如湖北省，物流恢復(fù)相對(duì)緩慢；

2、針對(duì)可能出現(xiàn)的物流延遲情況，要與物流服務(wù)商一起制定必要的方案，并及時(shí)告知買(mǎi)家；

3、目前中國(guó)相關(guān)政府部門(mén)和阿里巴巴平臺(tái)都在密切關(guān)注本次疫情的發(fā)展，會(huì)積極推動(dòng)各方一起合作，加快物流效率，有任何進(jìn)展及時(shí)告知買(mǎi)家。阿里巴巴國(guó)際站已于北京時(shí)間2020年1月30日公布了2020年春節(jié)期間信用保障訂單發(fā)貨時(shí)間調(diào)整的公告，對(duì)相關(guān)物流政策作出調(diào)整。

 

情況3：

買(mǎi)家擔(dān)心從中國(guó)運(yùn)出的包裹或貨品，會(huì)攜帶冠狀肺炎病毒

溝通建議：

1、明確回復(fù)買(mǎi)家，到目前為止，沒(méi)有證據(jù)表明包裹或貨品會(huì)攜帶新冠肺炎病毒；

2、目前，世界衛(wèi)生組織WHO和美國(guó)疾病預(yù)防控制中心CDC對(duì)此問(wèn)題均有明確的回復(fù)，可將相關(guān)截圖和資料出示給買(mǎi)家以打消其疑慮。其中WHO明確回復(fù)“從中國(guó)收取包裹是安全的”，以及“不建議對(duì)國(guó)際貿(mào)易進(jìn)行限制”。而美國(guó)疾病預(yù)防控制中心(CDC)則在公告中稱(chēng)“沒(méi)有證據(jù)表明冠狀肺炎病毒的傳播與進(jìn)口商品有關(guān)，并且美國(guó)境內(nèi)并無(wú)任何與進(jìn)口商品有關(guān)的新冠肺炎病例”；

3、與買(mǎi)家強(qiáng)調(diào)目前中國(guó)政府及社會(huì)各界的防護(hù)及救治措施，讓買(mǎi)家相信疫情必將逐步控制好轉(zhuǎn)；也要告訴買(mǎi)家，目前中國(guó)相關(guān)政府部門(mén)和阿里巴巴平臺(tái)都在密切關(guān)注本次疫情的發(fā)展，會(huì)積極推動(dòng)各方一起合作，有任何進(jìn)展及時(shí)告知買(mǎi)家。

 

相關(guān)參考資料：

1、世界衛(wèi)生組織（WHO）：《關(guān)于2019新型冠狀病毒疫情的《國(guó)際衛(wèi)生條例（2005）》突發(fā)事件委員會(huì)第二次會(huì)議的聲明》

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)

2、美國(guó)疾病預(yù)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

3、世界衛(wèi)生組織（WHO）Twitter：

 

情況4：

買(mǎi)家因?yàn)榇舜我咔椋肴∠麃?lái)自中國(guó)的訂單？

溝通建議：_

1、一般此類(lèi)情況更多來(lái)自于恐慌心理。穩(wěn)定買(mǎi)家的情緒仍是第一步溝通建議。可通過(guò)告知中國(guó)政府及社會(huì)各界的防護(hù)及救治措施（參考情況1），以及從包裹不會(huì)傳播病毒（參考情況3），來(lái)降低買(mǎi)家擔(dān)憂；

2、另外一類(lèi)情況，是基于訂單交付的顧慮。要主動(dòng)及時(shí)與買(mǎi)家進(jìn)行溝通，讓買(mǎi)家知道商家和平臺(tái)會(huì)采取必要的措施來(lái)保障訂單的確定性（參考情況2），“信息透明和及時(shí)溝通”始終是維護(hù)好客戶關(guān)系的第一要?jiǎng)?wù)；

3、如果產(chǎn)生糾紛，可以咨詢相關(guān)法律人士，以通過(guò)平臺(tái)規(guī)則和法律手段獲得妥善的解決方案。

情況5：

買(mǎi)家常見(jiàn)問(wèn)題的回復(fù)示例

1. Will logistics be affected by the coronavirus 2019-nCoV?

參考回復(fù)（請(qǐng)結(jié)合實(shí)際情況做調(diào)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?

參考回復(fù)（請(qǐng)結(jié)合實(shí)際情況做調(diào)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?

參考回復(fù)（可結(jié)合實(shí)際情況做調(diào)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.