中小企業(yè)對外貿(mào)易談判 課件 M2-3-Task Three On-sale Customer Service

中小企業(yè)對外貿(mào)易談判

ForeignTradeNegotiationofSmall-Medium-SizedEnterprises項(xiàng)目二跨境電子貿(mào)易

ModuleTwoCross-BorderElectronicCommerceTrade

TaskThreeOn-SaleCustomerService知識目標(biāo)學(xué)習(xí)跨境電子商務(wù)中售中客戶服務(wù)內(nèi)容；學(xué)習(xí)跨境電子商務(wù)中售中客戶服務(wù)藝術(shù)；學(xué)習(xí)相關(guān)商務(wù)溝通書面英文表達(dá)方式；能力目標(biāo)能夠準(zhǔn)備售中客戶服務(wù)材料；能夠順利開展售中客戶服務(wù)活動；能夠處理售中客戶服務(wù)往來信函；思想政治教育目標(biāo)了解科技創(chuàng)新內(nèi)涵與意義；能應(yīng)用科技創(chuàng)新原理解決實(shí)際問題；TaskDescriptions

杭州紅粉服飾有限公司跨境電子商務(wù)部運(yùn)營專員Lily在線處理跨境電商平臺客戶下單前關(guān)于產(chǎn)品、物流、價(jià)格和支付等售中事宜。SectionATypicalSamplesSampleI

由于技術(shù)層面問題，AmazonCustomerService后臺自動將訂單做取消處理，Lily不得不執(zhí)行退款操作。下面是AmazonCustomerService發(fā)給買家關(guān)于取消訂單的原文。HelloSandy，weregrettoinformyouthatyourordertoCongowasprocessedatadiscountedpriceduetoatechnicalissue.Asaresult,theotherwillbeautomaticallycancelled.Suchoccurrencesarerareandwearesorryfortheinconvenience.Ifyouhavepaidforyourorder,theamountwillberefundedtotheoriginalpaymentmethodusedoncetheorderiscancelled.Refundscantakeupto3-5businessdaystoreflectonyouraccountdependingonyourbankorcardissuer’spolicy.

SampleII

買家付款后，作為賣家的Lily給客戶發(fā)了封通知信。下面是通知信函的原文。DearGee,WewouldliketoinformyouthatyourpaymenthasbeenreceivedandOrderNo.NJ0019beingprocessed.Oncetheitemshavebeenpacked,theywillbeshippedtoyouimmediately.Andyoucanviewthestatusatanytime.Ifyouhaveanyquestiononyourpayment,pleasefeelfreetocontactus.Hopeyouenjoyshoppingwithus!Sincerely,PinklifeTeamSampleIII

針對買家還未收到貨品，Lily立即與物流商核實(shí)物流信息，并將調(diào)查結(jié)果及時(shí)告知客戶。下面是回函的具體內(nèi)容。Hello,I’llsorryfortheinconvenienceyou’vehadwiththispurchase.Iunderstandthatyoustillhaven’treceivedyourorder.Iunderstandhowinconvenientthisisforyou.I’llbepleasedtohelpyouwiththeproblem.

Itriedtotrackyourpackage.Aftercontactingthecarrier,I’veconfirmeditwasshippedoutanditisnowintransittobedeliveredtoyou.I’msorryaboutthedelay.However,pleaseunderstandthatsomedelayscanbecausedbyexternalfactors.Nomatterhowcarefulwetrytobe,unexpectedeventscanstillhappenwhicharebeyondourcontrol.

Wouldyoupleasewaitfor3moredays?Ifyoustilldon’tgetthedelivery,pleasecontactus.Thankyouforyourunderstanding.

Yours,PinklifeTeamSampleIV

針對買家今天剛剛下的訂單，Lily立即給買家寫了封感謝信。下面是感謝信的具體內(nèi)容。DearJohn,Thankyouforchoosingusforyourpurchase.Wearehappytomeetyourpurchaseorderandvalueourloyalcustomers.

Youhaveorderedthedressfromustoday.Asawaytoshowourgratitudeweofferyoua20%offcouponforyournextpurchase.RegardsPinklifeTeam

SampleV

海外買家通過阿里國際站找到杭州紅粉服飾有限公司聯(lián)系方式，打電話來詢問價(jià)格。下面是Lily與客戶的對話內(nèi)容。A：海外買家B：杭州紅粉服飾有限公司客服LilyA：I’minterestedinthiscashmerecoat.Thepriceof$300isonthehighside.Couldyouchargeabitless?A：我對這件羊絨外套很感興趣。300美元的價(jià)格很高。你能少收一點(diǎn)費(fèi)用嗎？B：Sorry.Thisisthelateststylethisspring.It’sthebest-selleratmystore.B：對不起。這是今年春天的最新款式。這是我店里的暢銷書。A：Mother’sDayiscomingintwoweeks.Doyouhaveanypromotionsforit?A：母親節(jié)在兩周后就要到了。你有什么促銷活動嗎？B：Yes.OurpromotionbeginsnextweektocelebrateMother’sDay.We’llofferdiscountsupto50%off,$5,$10and$20coupons,andsomespecialpricedproducts.We’llalsoaddsomesweetMother’sDaygiftsforeveryorder.B：是的。我們的促銷活動將于下周開始，以慶祝母親節(jié)。我們將提供50折的折扣，5美元，10美元和20美元的優(yōu)惠券，以及一些特價(jià)的產(chǎn)品。我們還會為每個訂單添加一些甜蜜的母親節(jié)禮物。A：Wow!Thatsoundsfantastic!Willthiscoatbeonsale?A：哇！這聽起來太棒了！這件外套會被出售嗎？B：Yes.Youcanget30%offforit,anda$10couponforyournextpurchasewithinonemonth.B：是的。你可以享受30%的折扣，并在一個月內(nèi)購買10美元的優(yōu)惠券。A：Ireallylookforwardtothat.What’sthegift?A：我真的很期待著這個問題。禮物是什么？B：It’sasecretnow.ButI’msurethatyou’dloveit.B：這現(xiàn)在是個秘密了。但我相信你會喜歡它的。SectionBTypicalExpressions1.Areyouonline/there/here?您在線嗎？2.Welcometomyshop.MayIhelpyou?/CanIhelpyou?/WhatcanIdoforyou?Whatareyouinterestedin?歡迎光臨，需要幫忙嗎？您想買什么？3.Pleaseleavemeamessageifyouhaveanyquestions.I’llreplytoyouassoonasI’mback.如果您有問題請留言，我回來后會盡快給您回復(fù)。4.Sorry,thedressyouwantedisnotinstock/outofstock.很抱歉，您要的這款裙子沒有庫存了。5.Canyoutellmewhattheleggingsaremadeof,artificialleatherorgenuineleather?請問這款打底褲用的是什么材料，人造皮革還是真皮？6.Iwonderifthewhitedressisinstockoroutofstock.Iam175cm,whichsizefitsme?這款裙子有白色的嗎？身高175厘米選哪個碼合適？7.Therainpantsareverywaterproofbutnotveythickandtheywillkeepyourlegsdry.雨褲不但防水性能好，而且薄。腿部不會被雨水打濕。8.Themanufacturerstoppedproducingtheshapewearlastmonth.這款服飾廠家上個月就停止生產(chǎn)了。9.Canyourecommendsomeitemstome?那您幫我推薦別的款式吧。10.ThesestylesIjustsentyouarewinterbest-sellers.我剛發(fā)給您的這些款式都是冬季的暢銷品。SectionCComposition-TranslationPartIIntegratingtheChinesefollowingbasicinformationintoEnglish.庫存不足的反促銷信親愛的約翰，

感謝您再次光臨本店。很抱歉，您上次購買的打底褲已經(jīng)斷貨了。您要不要看看其它面料款式的打底褲？

本月10-13號是我們周年店慶日，為此店里新推出一批款式新價(jià)格合理的裙裝，適合各種場合。

光顧本店，享受全店八五折優(yōu)惠。另外，如果一次性消費(fèi)600美元以上，您就可以享受二折的優(yōu)惠，如果您一次性消費(fèi)800美元以上，您可以享受三折優(yōu)惠。本次促銷活動13日結(jié)束，希望您購物愉快！

PartIIIntegratingtheEnglishfollowingbasicinformationintoChinese.

Thebuyerhasn’tmadepaymentDearMadam,Wenoticedthatyouhaven’tpaidfortheorder.Thisspecialdealwillbeendingin3days.Ifyouplaceanorderbeforethedeadline,wewi