相信很多商家都有这样的经验：一开始做外贸就入驻跨境电商海外推广平台阿里国际站，每年耗费不菲的平台费却从未用心经营，不知道怎样做跨境电商，错失了很多先机。佛山市南海东田洋实业有限公司也是如此：与跨境电商海外推广平台阿里国际站合作十二年，前十年一直委外运营，外贸业务不愠不火，今年组建了自己的运营团队，开始知道怎样做跨境电商，六月份升级跨境电商海外推广平台阿里国际站金品诚企后，店铺业绩更是突飞猛进，现已是平台四星级商家。总结经验，该公司总经理林永崧说，怎样做跨境电商，永远以客为尊，从不放弃思考客户想要什么样的商品和服务。
Many merchants have similar experience that they enter alibaba.com as soon as they started to do foreign trades, they haven’t paid efforts to run the platform though they spend a lot of fees on it every year, so they miss lots of opportunities. As the same, Foshan nanhai Dong Tian Yang industrial co. LTD has cooperated with alibaba.com for 12 years. It didn't make great success in terms of foreign trades, with the platform outsourced in the first ten years. The company build its own operation team this year, it made huge progress of foreign trades since the upgrade in June，now it has been a four-star merchant. In conclusion, Lin says that we should treat our clients with hospitalities and keep thinking about what the goods and services client wants.
怎样做跨境电商，四星商家修炼之路
1、提升商家力和商品力分数
通过修改标题及关键词锁定目标客户；使用添加视频、统一模版吸引客户留下询盘；耐心的沟通和及时跟进处理客户问题；线上下单走信保订单，让产品分数提高变为实力优品；上传ISO、产品CE证书、产品设计外观专利等证书，增加客户信任感。
2、提升营销力分数
P4P关键词推广、及时回复客户、使询盘回复率保持在90%以上；每月充分使用RFQ报价、寻找意向客户；
3、提升交易力分数
热门产品放进橱窗提高曝光、同时可以用P4P提高排名，自然流量会慢慢增多；使用访客详情跟进客户、及时回复询盘、email、whatsapp等多渠道跟进客户促成订单；粉丝通发布日常公司动态，包含但不限于推荐产品、公司证书、展会动态、客户合照等方式让客户能够更多方面的了解公司，从而增加信任感；发货前发送货物图片，发货后也及时帮客户跟进物流，让客户感受到无微不至的关怀，提升复购率。
4、提升保障力分数
待买家收到货后及时询问产品情况，询问满意程度如有破损帮助客户解决问题并邀请客户评价，适当给下次购买的一些优惠作为引导；如出现产品质量问题，及时与品检部、生产部沟通，寄出更换的配件、视频及文字说明教客户如何更换等，保证客户的购物愉悦感。
佛山市南海东田洋实业有限公司成立于1997年，2002年开始做外贸，2007年入驻跨境电商海外推广平台阿里国际站，最早是出口美容美发仪器设备。怎样做跨境电商， 和大多数早期的商家一样，林永崧一开始并没有重视阿里这个平台。“没有专门的运营人员，委托第三方代运营效果也不理想，每年29800元的平台费基本是浪费了。”
林永崧开始重视跨境电商海外推广平台阿里国际站，是在区域采购节争霸赛上。“争霸赛就像一场练兵，业务员们的士气都被点燃，同时也了解了不同领域、行业的操作模式，互相借鉴、学习，特别是最终我们外贸团队超额完成目标，这是很大的激励！”。今年六月，林永崧决定加入品质粤商的项目，配置了专门的运营岗位，并在九月采购节前及时把自己的店铺升级为金品诚企，店铺开始产生了质的变化。
“升级金品后，我们先把180天内销量询盘为零的产品下架，然后要求每个业务员每天至少要上传五个优品。这些优品必须重新拍照，并拍摄解说的小视频，一些家具产品要求上传标有不同角度尺寸的线条图，再加上详情解说，总之就是不断去思考客人进入详情页想要看到什么，提供尽量详细的产品信息，让客人对产品一目了然，然后直接下单！”此外，企业的粉丝通发布日常公司动态，包含但不限于推荐产品、公司证书、展会动态、客户合照等方式，“一切努力都是让客户能够从多方面了解产品，从而增加信任感，减少客户的疑虑，让客户下单无忧。”
效果非常明显！不仅大大缩短了接单时间，南海东田洋金品诚企店铺的询盘大幅增加至每月175条，及时回复率达到90%以上。南海东田洋还每月充分使用RFQ报价，寻找意向客户，还因此接到了一张来自澳大利亚的12444美金的订单。
林永崧还非常重视提升保障力分数。公司接单后平均发货时间为2-3周，发货前，公司业务员会发送货物图片给客户看，发货后也及时帮客户跟进物流，让客户感受到无微不至的关怀，提升复购率。
信保订单的积累也非常重要。林永崧说，目前公司的新买家大多来自跨境电商海外推广平台阿里国际站，大家都有走信保的共识。但一些旧客户，仍对线上下单有顾虑，他们会想办法去引导。怎样做跨境电商，升级金品诚企后，不仅增加了客户对公司的信任度，同时多币种下单模式，更好地帮助了公司积累信保订单。
风云粤商国际版
1、Enhance merchant and product capability score
Lock the target client by modifying titles and key words. Attract clients to inquire, with video and unitive model. Communicate with client patiently and handle with clients’ problems in time; Online orders with credit assurance enhance the scores of product capability and turn it into high-quality product. Enhance clients’ confidence by uploading certificates of ISO, CE, Design patent.
2、Enhance marketing capability score
Keep the rate of reply to clients' inquiry over 90%, by P4P keyword spreading and timely reply. Look for clients with intention by taking full advantage of RFQ.
3、Enhance trading capability score
Increase exposure by putting popular products into showcase and raise ranking by P4P in the meantime, the flow will grow naturally. Follow-up clients and bring orders by means of visitor detail, timely reply, e-mail, whatsapp etc. Followers release daily news of the company so that clients know more about the company and have more confidence in the company, including but not limited to product recommendation, certification, exhibition news, client photos. Sending photos of goods before delivery, following the logistics in time after delivery, makes the clients feel great care from the company and leads to repeat purchase.
4、Enhance performance capability score
Inquire product situation and satisfaction after buyer receive products. If it happens to be some damaged, deal with the problem in time and invite the client to make comments.Appropriately, give some discount of next order.When it comes to quality problems, communicate with QC department and production department in time, send the accessories which needs to be replaced, also provide video or text description to show how to replace, it is important to make the client feel satisfied.
Foshan nanhai Dong Tian Yang industrial co. LTD was founded in 1997, it began to do foreign trades in 2002, and entered alibaba.com in 2007. At first, it mainly export equipments of beauty and hair salon. As similar as most early merchants, Lin did’t pay attention to this platform.“no full-time staff runs the platform, the outsourced is also not satisfied, so it is in vain of the platform fees, charged 29800RMB per year”, Lin says.
It was the Competition of regional procurement Festival that attracted Lin to pay attention to alibaba.com.“The competition was like a practise, every staff was full-spirited, it helped to know about modes of different region and different industries, we learned each other. It was a great encourage that our foreign trade team exceeded the target.”Lin says. In june of this year, Lin decided to join the program of Quality Cantonese Merchants, he placed specialized position in charge of running the platform, upgraded his shop to verified supplier before September procurement Festival, and it came to a qualitative difference.
Having been a verified supplier, firstly, we took off the product with no sales or inquiries in 180 days, demanded our staff to upload at least 5 superior products. These products must be retaken photos and videos for description. Some furniture needs line graph from different angles and dimensions，also adds specific description. In conclusion, we are trying to consider what clients want to see when they enter the page, we offer information of product as specific as possible, we want our clients know the product at a glance, and then make an order directly. Furthermore, followers release daily news of the company so that clients know more about products and have more confidence in the company, including but not limited to product recommendation, certification, exhibition news, client photos, it reduces client's doubts and make them order without worries.
The effect is remarkable! It not only greatly shortens the order receiving time, but also brings substantially increase of inquiries, added up to 175 per month, with its rate of reply over 90%. The shop look for clients with intention by taking full advantage of RFQ, and it receives an order from Australia, valued 12444 dollars.
The accumulation of orders with trade assurance is very important, Lin says, now new buyers mostly come from alibaba.com, we have reached an agreement of trade assurance. However, some old clients still have concerns about ordering online, they'll find a way to guide them. Having upgraded to a verified supplier, the company has won clients’trust. Meanwhile, the mode of ordering with multiple currencies，helps it accumulate orders with trade assurance.
