每周⼀篇·海外⼲货亚马逊前台差评回复模板
研究表明，产品评论会影响90%以上亚马逊消费者的购买决策。
对于⼀个评价数量很少的Listing来说，如果⼀个1星差评在listing中显⽰超过3天，将会严重影响该页⾯的点击转化率。据不完全统计，12个好评才能抵消1个差评带来的负⾯影响。
当卖家收到差评后，⾸先可以尝试直接联系卖家删除评论，但是直接联系买家并不容易，并且处理不当，买家甚⾄还会向亚马逊举报那就得不偿失了。
另⼀个更具可操作性的⽅法是在差评下留⾔，以积极的态度和适合的⾔语化解差评的负⾯影响，毕竟，卖家针对差评的每⼀次回复都相当⼀次⼩的危机公关。
“sorftime在海外⽹站上发现⼀篇关于《亚马逊前台差评回复模板》的海外⼲货，原创翻译分享给⼤家，⽂章较长建议先收藏。
Responding openly and honestly to negative reviews can help you to maintain your brand image, convince future customers that if they have a problem you can help them fix it, and will help to keep customer satisfaction up.
公开诚信的回复前台的差评不仅可以维护品牌形象，让还未购买的客户看到相信如果出了售后问题你们能够帮助解决，还有助于提⾼客户满意度。
Here’s why dealing with reviews is so important to ecommerce:
这就是为什么在电商平台，处理好客户评价尤为重要：
Reviews impact purchasing decisions for more than 93% of consumers. That’s a lot of conversions you could miss out on。
根据调查显⽰，产品评价会对客户的决策影响超过93%，从⽽影响产品的转化率。
They show potential customers that more of their peers are buying and loving (or hating) the product, and provide social proof.
这些评价向潜在客户展⽰为什么他们买这个产品，喜欢这个产品或者讨厌这个产品。
Since consumers don’t e a product physically before making an ecommerce purcha, good reviews help to address any uncertainty and minimi risk.
由于客户在⽹上购物是没办法看到产品实物，评价好的产品能够消除他们对产品的不确定性和减少他们的购物风险。
92% of customers read reviews, and many will sort reviews to view negative ones as part of their product choice process.
92%的客户都会在下单前阅读产品评价，⽽且有很多客户在决定要要购买前会专门看差评内容。
We will go over some respon templates to deal with negative reviews on Amazon, for common issues that many products get.
下⾯这些模板可以帮助解决回复⼀些常见的差评问题。
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The Product Doesn’t Work
产品不⼯作了
Customers often have different expectations regarding products, and sometimes the product either doesn’t work as expected or may actually have a problem. If the customer leaves a negative review first, you can and should try to contact them to fix the problem. If that doesn’t work, you should consider replying publicly.
不同的客户对产品会有不同的期望值，有时是因为是产品⽆法像他们预期那样⼯作，有时是真的有问题。如果客户留了差评，你可以试着去联系客户解决问题，如果解决不了，那就要考虑在前台回复，让其他买家看到，不要影响他们购买。
模板如下：
“Hello [buyer],
Thank you for your feedback. We’re sorry this product isn’t working for you. Could you contact us (find us from the
‘contact the ller’ function in your purcha history) to let us know what went wrong so we can try to solve the problem?
We know it’s frustrating to order something that doesn’t work as expected, so we’d like to offer you a
replacement, or, if you’d like, we can issue a refund.
[Your company]”
It’s also important to keep in mind that negative product reviews should always be a teaching moment. If customers are saying bad things about the product, it may be time to re-evaluate and determine if something is actually wrong with it.
要记住，差评的出现也是最好的产品教学时刻。如果客户是对产品质量说了不好的评价，那我们是时候重新评估产品本⾝了，看是否是真的有问题。
营养鸽子汤◆
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Shipping is Slow
配送慢
If a shipping or customer support review creeps into your product reviews, you may be able to contact Amazon to have them remove it.
如果遇到物流类差评，可以直接联系亚马逊移除。
However, you should still respond to tho reviews if they leave it as a ller review. In this situation, your best option is to accept responsibility and apologize, becau your goal is to encourage brand trust for future customers and potentially save a relationship. Include an apology, explanation, and solution in your respon.未来的梦想
但是同时你也要在前台回复客户。在这种情况下，您最好承担责任并道歉，因为你是要建⽴潜在客户的品牌信任。在回复中包含道歉，解释和解决⽅案。
模板如下：
“Hi [buyer],
We deeply apologi for the shipping delay. [Explanation] We, unfortunately had a backorder and products were out of stock. [Solution] We’re working to improve our inventory management to prevent issues like this from happening again.
In the meantime, we understand how disappointing it was [tie it into their reasoning] for this to arrive too late for your mother’s birthday. Plea contact us and we’d be happy to work on either helping yo
u return the product or offering you 20% off on your next order.
[Your company]”
少数民族的传统节日In the future, if you know that your shipping is slow for a certain area, consider re-evaluating your fulfilment strategies or using an FBA prep warehou.
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Customer Service is Slow
客服⽀持⾮常慢
Negative ller reviews should be a learning opportunity. They are the easiest way to diagno what you’re doing well or badly in terms of fulfilment, customer rvice, or inventory management.
差评从另外⼀个⾓度来说也是卖家的⼀次学习机会。它们是最简单地能反应在客户服务或库存管理⽅⾯诊断做得好或坏的⽅法。
模板如下：
“Hello [buyer]
We apologi for the inconvenience and difficulty you experienced here.
We go through tons of emails every day, and sometimes an order slips through the cracks, but it’s never okay. We’re working hard to create a better system that will prevent this sort of issue in the future.
As an apology, plea contact us for a 25% off coupon should you choo to order from us again.
[Your brand]”
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Other Problem (product is broken, smells, etc.)
其他问题（产品坏了，有⽓味等）
Customers can complain about a range of things that are often founded but sometimes difficult to verify or diagno. Here, your goal should be to check with your product to e if there is an issue you can fix, and respond with understanding.
客户的有⼀些抱怨是很容易发现的，但是有⼀些抱怨是很难验证或诊断的。那么，你的⽬的就是要检查你的产品去看是否有⽅式可以解决他们的抱怨，以及做出好的回应。
否有⽅式可以解决他们的抱怨，以及做出好的回应。搞笑喜剧
For example, in the ca of a negative review complaining the product arrived broken, you could leave the following comment:
⽐如，如果有的差评是针对产品到货破损，则可⽤以下模板回复：
Hello [buyer],
We’re sorry to hear your product arrived broken. We try to take every precaution to ensure that everything arrives safely, but it clearly didn’t work this time.
Plea contact us and we’ll arrange a replacement free of charge, or if you prefer we can issue a refund.除夕是法定假日吗
人口机械增长率
[Your brand]”
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Wanting Extra Features
脑功能障碍
想要其他的功能
Some product reviews are comparisons of other products (or a hypothetical one). Here, your best approach is to leave a polite reply and step away, becau there often isn’t much you can do to fix it.
有⼀些差评是对⽐其他产品的（或者是完全客户⾃⼰假想的）功能。那么你要做的回复就是进⾏⼀个礼貌的回复就可以了，因为通常对这类回复没有其他的解决⽅式了。
模板如下：
“Hi [buyer],
That’s a great suggestion. We have heard it a few times and will definitely take it into consideration w
hen developing the next version of the product.
For now, if you aren’t completely happy with it you can contact us and we can help you t up a return.
[Your company]”
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Structure of a Negative Review Respon
差评回复套路结构
While it’s important to have some structure to your negative review respons, it’s also important that you don’t say the same thing to every customer.
回复差评的时候使⽤⼀些套路结构是必要的，但是记住，不要对每⼀个客户都说同样的话。
Most people want to feel heard as an individual, and using a copy-paste respon (that others can s
ee) won’t help.
因为⼤多数客户都希望⾃⼰能真的被认真对待，如果只是使⽤复制粘贴的这种模板（只是为了让其他买家看到），是不会有什么⽤的。
Recogni that there is a problem. Even if you don’t think there is, an unhappy customer is always a problem.
企业采购流程卖家要意识到这⼀点，尽管你不认为这是⼀个问题，但是因为这个导致的不开⼼的客户会是问题。
· Don’t make excus. Apologi and move forward.
不要找接⼝。道歉然后解决。
· Let the customer know you’re listening. If applicable, refer to something they said directly.
让买家知道你在听他们说的话。如果可以的话，回复中要涉及到他们评论中说的内容。
· Take steps to fix the problem, offer a suggestion, or provide an apology such as a discount.
采取措施解决问题，提出建议或提供道歉，例如折扣。
“友情建议：模板可以借鉴修改，但是不要完全⼀点都不改的照抄。针对每个客户有相应的回复，这样客户才能感受到卖家的⽤⼼，才能处理好⼀个差评。
如有侵权请⽴即与我们联系，我们将及时删除
