Phase 01
Ice Breaking
破冰暖场
客户点击自动回复按钮后，客服在3-5分钟内跟进，建立友好的第一印象
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场景 1
客户点了按钮但没说话
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Hey! Thanks for checking us out 😊 I saw you were interested in our fragrances! 嘿！感谢你关注我们 😊 我看到你对我们的香水感兴趣！
Are you shopping for yourself or looking for a gift for someone special? 🎁 你是给自己买还是想送给特别的人呢？🎁
💡 技巧提示
用二选一的问题引导客户回复，降低回复门槛。不要一上来就推销产品。
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场景 2
客户只说了 "Hi" / "Hello"
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Hey hey! Welcome! 😄 嘿嘿！欢迎！😄
We've got 200+ designer fragrances at amazing prices. What kind of scent are you into?

🌸 Sweet & floral?
🌊 Fresh & clean?
🔥 Bold & woody?
🍒 Fruity & playful?

Just let me know and I'll find your perfect match! 💯 我们有200多款大牌香水，价格超棒。你喜欢什么类型的香味？

🌸 甜花香？ 🌊 清新干净？ 🔥 浓郁木质调？ 🍒 果香俏皮？

告诉我就行，我帮你找到完美匹配！💯
💡 技巧提示
用emoji分类选项让客户轻松选择，降低思考成本，提高回复率。
🎯
场景 3
客户直接问某款香水
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Oh great taste! 🔥 [香水名字] is one of our most popular ones! 哦品味真好！🔥 [香水名字] 是我们最受欢迎的款之一！
We have it available in [25ml / 50ml / 100ml]. Which size works best for you? 我们有 [25ml / 50ml / 100ml] 几个规格。你想要哪个尺寸？
💡 技巧提示
先肯定客户的品味，再用规格选择引导客户向下单方向推进。注意把 [香水名字] 替换为实际产品名。
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场景 4
客户说 "Just looking" / "Just browsing"
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No worries at all! Take your time 😊 完全没问题！慢慢看 😊
Just so you know, we're running a Buy 2 Get 1 FREE deal this week — so if anything catches your eye, now's a great time! 💥 跟你说一下，我们这周有买2送1的活动——如果看中了什么，现在下手最划算！💥
Feel free to ask me anything anytime! I'm here for you 💬 有任何问题随时问我！我一直在 💬
💡 技巧提示
不施压、不纠缠。顺势植入促销信息，给客户一个未来回来的理由。
Phase 02
Need Discovery
需求挖掘
搞清楚客户要什么——使用场景、风格偏好、送礼对象，为精准推荐做准备
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方法 1
场景分类法 — 按使用场合提问
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Quick question to help me find the best one for you! 😊

When would you mainly wear it?

A) Daily / work 🏢
B) Date night / going out 🌙
C) Special occasions / events 🎉
D) Gym / casual 💪 问你几个小问题帮我找到最适合你的！😊

你主要什么场合用？
A) 日常/上班 B) 约会/出去玩 C) 特殊场合/活动 D) 运动/休闲
🏷️
方法 2
对标品牌法 — 了解客户已有偏好
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Have you tried any perfumes before that you really loved? 😍

Or any brands you're a fan of? That way I can recommend something you'll definitely love! 你以前有没有用过特别喜欢的香水？😍

或者你喜欢什么品牌？这样我能推荐你肯定会喜欢的款！
🎁
方法 3
送礼场景 — 帮客户挑选礼物
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Nice! A gift is always a great idea 🎁 Can I ask a few things to help you pick the perfect one?

1. Is it for a him or her? 👨/👩
2. How old are they roughly?
3. What's the occasion? Birthday? Anniversary? Just because? 😄 不错！送礼总是好主意 🎁 我能问你几个问题帮你选最合适的吗？

1. 送男生还是女生？
2. 大概多大年纪？
3. 什么场合？生日？纪念日？还是就想送？😄
Phase 03
Product Recommendation
精准推荐
根据客户需求推荐1-3款产品，重点主推1款，附带描述和价格
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模板
通用推荐模板 — 适用于所有产品
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Based on what you told me, I think these would be PERFECT for you: 🎯

1️⃣ [香水名] — [一句话描述]
💰 [价格] for [容量]

2️⃣ [香水名] — [一句话描述]
💰 [价格] for [容量]

3️⃣ [香水名] — [一句话描述]
💰 [价格] for [容量]

My personal favorite is #[X] — it's been our #1 seller for 3 months straight! 🔥

Which one speaks to you? 😊 根据你说的，我觉得这几款特别适合你：🎯

（列出1-3款产品，附价格和容量）

我个人最推荐第X款——连续3个月销量冠军！🔥

哪款打动你了？😊
💡 技巧提示
推荐不超过3款，重点主推1款（通常是利润最高或最畅销的）。用"My personal favorite"创造个人推荐感，增强信任。
🌸
示例
女士甜香推荐示例
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Based on what you told me, here are my top picks for you: 🎯

1️⃣ Baccarat Rouge 540 — Rich, sweet, and absolutely magnetic. People will ask "what are you wearing?" guaranteed!