疫情期间，外贸人应对国外客户的建议

受疫情影响，当前很多商家会面临来自买家关于疫情的询问，我们汇总了一些常见的买家问题，出具了这份沟通建议，供外贸商家朋友们参考。

一个大的前提，在与买家沟通时遵循以下四个原则：

1、主动排查订单可能风险，主动沟通，及时跟进客户诉求；

2、稳定客户情绪，提振客户信心；

3、提供相关解决方案和后续执行计划；

4、了解相关法律应对措施。

买家相对最为关注的四类问题：

情况1：

买家咨询疫情爆发对订单的影响

沟通建议：_

1、稳定买家的情绪，根据实际情况说明疫情对于订单交付可能产生的影响。但同时要告知买家目前中国政府及社会各界的防护及救治措施，让买家相信疫情必将逐步控制好转，提振买家信心；

2、告诉买家目前中国疫情并不是所有地区的生产都受到很大波及，在接下来通过各方的共同努力，将会有明显好转；

3、要根据目前实际的生产进度和交付计划，及时主动与买家沟通，包括订单的最新进度、工厂的复工情况以及其他为降低影响而采取的措施等。“信息透明和及时沟通”维护好客户关系是第一要务。

相关参考资料：

1、世界卫生组织（WHO）：《关于2019新型冠状病毒疫情的《国际卫生条例（2005）》突发事件委员会第二次会议的声明》

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、美国疾病预防控制中心(CDC)：《Frequently Asked Questions and Answers about 2019-nCoV and Animals》

https://www.cdc.gov/coronavirus/2019-ncov/faq.html

3、世界卫生组织（WHO）Twitter：

情况4：

买家因为此次疫情，想取消来自中国的订单？

沟通建议：_

1、一般此类情况更多来自于恐慌心理。稳定买家的情绪仍是第一步沟通建议。可通过告知中国政府及社会各界的防护及救治措施（参考情况1），以及从包裹不会传播病毒（参考情况3），来降低买家担忧；

2、另外一类情况，是基于订单交付的顾虑。要主动及时与买家进行沟通，让买家知道商家和平台会采取必要的措施来保障订单的确定性（参考情况2），“信息透明和及时沟通”始终是维护好客户关系的第一要务；

3、如果产生纠纷，可以咨询相关法律人士，以通过平台规则和法律手段获得妥善的解决方案。

情况5：

买家常见问题的回复示例

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

参考回复（请结合实际情况做调整）：

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?

参考回复（请结合实际情况做调整）：

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?

参考回复（可结合实际情况做调整）：

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.

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