跨境客戶(hù)服務(wù)與市場(chǎng)開(kāi)發(fā)學(xué)習(xí)通超星期末考試答案章節(jié)答案2024年

跨境客戶(hù)服務(wù)與市場(chǎng)開(kāi)發(fā)學(xué)習(xí)通超星期末考試章節(jié)答案2024年某公司從工廠購(gòu)進(jìn)1000件商品，價(jià)格為每件100元，已知該商品增值稅率為17%，退稅率為13%。請(qǐng)計(jì)算單位商品的退稅額。Acompanybuys1,000goodsfromafactoryatapriceof100yuaneach,anditisknownthatthevalue-addedtaxrateofthegoodsis17%andtherebaterateis13%.

Pleasecalculatethetaxrefundperunitofmerchandise.

答案:單位商品退稅額＝100÷1.17×13%=11.11元Taxrefundperunitofgoods=100÷1.17×13%=11.11yuan做到有效報(bào)價(jià)的方法是什么？Whatisthewaytomakeavalidquotation?

答案:報(bào)價(jià)前充分準(zhǔn)備，針對(duì)了解客戶(hù)需求和市場(chǎng)調(diào)研（2分）；選擇合適的價(jià)格術(shù)語(yǔ)

（1分）利用合同的其它條件（1分）

報(bào)價(jià)的有效期

（1分）Fullpreparationbeforequotation,forunderstandingcustomerneedsandmarketresearch(2points);Choosingappropriatepriceterms(1point)Takingadvantageofotherconditionsofthecontract(1point)Validityofoffer(1point)買(mǎi)家搜索的關(guān)鍵詞在文本中反復(fù)出現(xiàn)大的越多越好。

（

）Buyerssearchforkeywordsthatappearrepeatedlyinthetext,thelargerthebetter.()

答案:錯(cuò)FAB法則中的“F”主要是從產(chǎn)品的屬性、功能等角度來(lái)進(jìn)行賣(mài)點(diǎn)挖掘。The"F"inFABlawismainlyminedfromtheperspectiveofproductattributesandfunctions.

答案:對(duì)亞馬遜非常注重對(duì)品牌的保護(hù),平臺(tái)會(huì)自動(dòng)下架侵權(quán)跟賣(mài)者的商品,因此賣(mài)家注冊(cè)美國(guó)商標(biāo)后將不用擔(dān)心商品被跟賣(mài)。Amazonattachesgreatimportancetobrandprotection,andtheplatformwillautomaticallyremovetheinfringingseller'sgoods,sothesellerwillnothavetoworryaboutthegoodsbeingsoldafterregisteringtheUStrademark.

答案:錯(cuò)為了避免分散客戶(hù)的注意力，寶貝詳情頁(yè)中，最好不要顯示關(guān)聯(lián)銷(xiāo)售的產(chǎn)品。Inordertoavoiddistractingcustomers'attention,itisbestnottodisplayrelatedsalesproductsinthebabydetailspage.

答案:錯(cuò)Linkedin平臺(tái)人二度人脈是指企業(yè)的好友，能直接和對(duì)方進(jìn)行溝通的，并且也能得到對(duì)方的聯(lián)系方式。(

)Seconddegreenetworkreferstothecompany'sfriends,candirectlycommunicatewitheachother,andcanalsogeteachother'scontactinformation.()

答案:錯(cuò)包裹超出預(yù)計(jì)收貨時(shí)間屬于跨境電商售中溝通與服務(wù)的內(nèi)容。Theparcelexceedingtheexpecteddeliverytimebelongstothecontentofcommunicationandserviceincross-bordere-commercesales.

答案:對(duì)TheHScodefilledintheinspectionformshallbeconsistentwiththecodeinthecommoditytaxtariffpublishedbytheCustomsinthecurrentyear.報(bào)檢單上填寫(xiě)的HS編碼應(yīng)與當(dāng)年海關(guān)公布的商品稅則中的編碼一致。

答案:對(duì)跨境電商的售中服務(wù)階段是指客戶(hù)下單后貨物出運(yùn)的時(shí)間段。（

）Thein-saleservicestageofcross-bordere-commercereferstotheperiodoftimewhenthegoodsareshippedafterthecustomerordersthem.

答案:對(duì)Forthesamecommodityquoted,thegeneralFOBpriceislowerthantheCIFpricequoted為同一商品報(bào)價(jià)，一般FOB價(jià)格要比CIF價(jià)格報(bào)的要低

答案:對(duì)展會(huì)對(duì)于外貿(mào)企業(yè)來(lái)說(shuō)是一種性?xún)r(jià)比很高的營(yíng)銷(xiāo)推廣方式和獲客渠道。Exhibitionforforeigntradeenterprisesisacost-effectivewayofmarketingpromotionandcustomerchannels.

答案:對(duì)Linkedin是一個(gè)很適合C端外貿(mào)企業(yè)零成本快速獲客的平臺(tái)。(

)LinkedinisaverysuitableforC-endforeigntradeenterprisestoacquirecustomersatzerocost.(

)

答案:錯(cuò)售后客服人員只需要了解退款/退換貨流程、糾紛維權(quán)規(guī)則，對(duì)產(chǎn)品相關(guān)知識(shí)不需要掌握。After-salescustomerservicestaffonlyneedtounderstandtherefund/returnprocessanddisputerightsprotectionrules,anddonotneedtomasterproduct-relatedknowledge.

答案:對(duì)阿里巴巴國(guó)際站的搜索排名不是實(shí)時(shí)更新的。

（

）Alibaba'sinternationalsearchrankingsarenotupdatedinrealtime.()

答案:錯(cuò)如果企業(yè)試圖使客戶(hù)的預(yù)期低一些,那么價(jià)格、報(bào)裝、有形展示等也就應(yīng)該高些、好些、考究些。Ifcompaniestrytolowercustomerexpectations,thenprices,clothing,physicaldisplay,etc.,shouldbehigher,better,moresophisticated.

答案:錯(cuò)選擇FOB報(bào)價(jià)，在運(yùn)費(fèi)和保險(xiǎn)費(fèi)波動(dòng)不穩(wěn)的市場(chǎng)條件下對(duì)出口方有利（

）FOBquotationisbeneficialtoexportersinvolatilemarketconditionsforfreightandinsurance(

)

答案:對(duì)跨境電商客服人員只需專(zhuān)心服務(wù)新客戶(hù)，老客戶(hù)會(huì)自動(dòng)購(gòu)物。Cross-bordere-commercecustomerservicestaffonlyneedtofocusonservingnewcustomers,andoldcustomerswillautomaticallyshop.

答案:錯(cuò)跨境電商售中客戶(hù)服務(wù)與溝通涉及的環(huán)節(jié)有(

）。Thelinksofcustomerserviceandcommunicationincross-bordere-commercesalesare(

).

答案:物流跟蹤Logisticstracking;關(guān)聯(lián)產(chǎn)品推介Relatedproductpromotion以下情況中，需要賣(mài)家承擔(dān)售后物流費(fèi)用的是(

）。Inthefollowingcases,thesellerneedstobeartheafter-saleslogisticscostis().

答案:商品質(zhì)量問(wèn)題Commodityqualityproblem;倉(cāng)庫(kù)發(fā)錯(cuò)貨Thewarehousesentthewronggoods人工智能訓(xùn)練師的服務(wù)運(yùn)維職責(zé)是什么?Whataretheserviceoperationandmaintenanceresponsibilitiesofartificialintelligencetrainers.

答案:服務(wù)流程設(shè)計(jì)和持續(xù)優(yōu)化Serviceprocessdesignandcontinuousoptimization;服務(wù)查詢(xún)收集和場(chǎng)景挖掘Servicequerycollectionandscenariomining;業(yè)務(wù)場(chǎng)景解決方案維護(hù)與優(yōu)化Servicescenariosolutionmaintenanceandoptimization在缺貨短貨類(lèi)糾紛裁決中，跨境賣(mài)家需要提供的材料包括（

）。Intheshort-stockdisputeadjudication,thematerialsrequiredbycross-bordersellersinclude().

答案:整件產(chǎn)品加上包裹重量照片Completeproductwithpackageweightphoto;物流出具的包裹重量證明Parcelweightcertificateissuedbylogistics;發(fā)貨底單Shippingslip參展企業(yè)收集信息的主要包括（）Themaininformationcollectedbyexhibitorsincludes()

答案:哪些會(huì)展企業(yè)在同行中處于領(lǐng)先地位Whichexhibitionenterprisesareinaleadingpositionamongtheirpeers;哪個(gè)會(huì)展企業(yè)的展會(huì)最適合本企業(yè)的需求Whichexhibitionenterpriseexhibitionismostsuitablefortheneedsoftheenterprise;國(guó)內(nèi)外市場(chǎng)上，多少會(huì)展企業(yè)提供本企業(yè)的會(huì)展服務(wù)HowmanyexhibitionenterprisesprovidetheirownexhibitionservicesindomesticandforeignmarketsIntheHScode,preciousmetalsinclude().HS編碼中，貴金屬包括（）。

答案:Platinumandplatinumgroupmetals鉑及鉑族金屬;gold金;silver銀以下各項(xiàng)中屬于阿里巴巴國(guó)際站獲客渠道的是(

)。ThefollowingitemsbelongtothecustomeracquisitionchannelsofAlibabaInternationalStationare().

答案:阿里詢(xún)盤(pán)AliEnquiry;粉絲通FanTong;RFO報(bào)價(jià)RFOquotation;訪(fǎng)客營(yíng)銷(xiāo)Visitormarketing客戶(hù)分級(jí)管理的方法有(

）。Themethodsofhierarchicalcustomermanagementare(

).

答案:小客戶(hù)管理法Smallcustomer

management;關(guān)鍵客戶(hù)管理法Keycustomer

accountmanagement;普通客戶(hù)管理法Commoncustomermanagement義烏國(guó)際小商品博覽會(huì)（義博會(huì)）是屬于什么性質(zhì)的展會(huì)（

）WhatisthenatureoftheYiwuInternationalSmallCommodityExpo(YiwuExpo)

答案:綜合展Comprehensiveexhibition跨境電子商務(wù)平臺(tái)的FAQ的含義是（

）。ThemeaningofFAQofcross-bordere-commerceplatformis().

答案:常見(jiàn)問(wèn)題解答FrequentlyAskedQuestions如果給潛在客戶(hù)發(fā)跟進(jìn)郵件但未回復(fù)，該怎么辦（

）Whattodoifyousendafollow-upemailtoapotentialclientbutdon'trespond()

答案:間隔三天左右再跟進(jìn)

Waitaboutthreedaysbeforeyoufollowup如果企業(yè)善于把握客戶(hù)預(yù)期,然后把客戶(hù)提供超預(yù)期的(),就能夠使客戶(hù)產(chǎn)生驚喜。Ifenterprisesaregoodatgraspingcustomerexpectations,andthenprovidecustomerswithmorethanexpected(),theycanmakecustomerssurprise.

答案:感知價(jià)值Perceivedvalue以下選項(xiàng)中屬于售前客服人員工作內(nèi)容的是(

)。Thefollowingoptionsbelongtothepre-salescustomerservicestaffworkcontentis().

答案:接待客戶(hù)Receivecustomers以下選項(xiàng)中關(guān)于售中客戶(hù)服務(wù)與溝通的說(shuō)法不正確的是（

）。Thefollowingstatementsaboutcustomerserviceandcommunicationinthesaleareincorrect().

答案:售中客戶(hù)服務(wù)與溝通的主要形式包括書(shū)信往來(lái)、在線(xiàn)即時(shí)交流以及部分口語(yǔ)交流Themainformsofcustomerserviceandcommunicationinsalesincludecorrespondence,onlineinstantcommunicationandsomeoralcommunication通常情況下,如果客戶(hù)下單后未即時(shí)付款,賣(mài)家應(yīng)該()。Normally,ifthecustomerdoesnotpayimmediatelyafterplacingtheorder,thesellershould().

答案:通過(guò)提醒客戶(hù)是否有一些關(guān)于產(chǎn)品價(jià)格、尺寸等問(wèn)題,并順便提醒客戶(hù)付款,承諾付款后會(huì)盡快發(fā)貨Byremindingthecustomerwhethertherearesomequestionsabouttheproductprice,size,etc.,andincidentallyremindingthecustomertopay,promisethatthepaymentwillbeshippedassoonaspossible以下哪一種不是智能客服的常見(jiàn)應(yīng)用場(chǎng)景?Whichofthefollowingisnotacommonapplicationscenarioofintelligentcustomerservice?

答案:靈活補(bǔ)償售后問(wèn)題處理Flexiblecompensationaftersaleproblemhandling（）是一種按照會(huì)展項(xiàng)目所花費(fèi)成本的高低來(lái)決定展位價(jià)格的方法。()isamethodtodeterminetheboothpriceaccordingtothecostoftheexhibitionproject.

答案:成本導(dǎo)向法Cost-orientedapproach以下哪項(xiàng)不是客戶(hù)服務(wù)崗位的職責(zé)?Whichofthefollowingisnotthepostresponsibilityofcustomerservice.

答案:在線(xiàn)接待回答問(wèn)題Onlinereceptiontoanswerquestions對(duì)于修改評(píng)價(jià)的說(shuō)法，以下選項(xiàng)中正確的是(

）。Forthemodifiedevaluationstatement,thecorrectofthefollowingis().

答案:協(xié)商后可以將中差評(píng)修改為好評(píng)Afternegotiation,youcanmodifythemediumnegativecommenttoagoodone在B2B平臺(tái)詢(xún)盤(pán)發(fā)送方式一般通過(guò)（

）IntheB2Bplatforminquiryisgenerallysentthrough()

答案:郵件mail根據(jù)速賣(mài)通規(guī)定，除特殊類(lèi)目外的所有類(lèi)目發(fā)貨期最長(zhǎng)設(shè)定限制為（

）。AccordingtoAliExpressregulations,themaximumdeliveryperiodforallcategoriesexceptspecialcategoriesissetto().

答案:7天sevendays中國(guó)進(jìn)出口商品交易會(huì)是屬于什么類(lèi)型的展會(huì)

（

）WhatkindofexhibitionisChinaImportandExportFair?()

答案:綜合展Comprehensiveexhibition（

）是跨境電子商務(wù)客戶(hù)服務(wù)和溝通的關(guān)鍵環(huán)節(jié)，直接關(guān)系到交易能否達(dá)成。()isakeylinkincross-bordere-commercecustomerserviceandcommunication,whichisdirectlyrelatedtowhetherthetransactioncanbereached.

答案:售中訂單的控制與處理Controlandprocessingofin-saleorders以下各項(xiàng)中符合小客戶(hù)的特點(diǎn)的是(

)。Thefollowingitemsmeetthecharacteristicsofsmallcustomersare(

).

答案:訂單量少Smallorderquantity在跨境電子商務(wù)領(lǐng)域的各大平臺(tái)上,售后評(píng)價(jià)一般分為()。Inthemajorplatformsinthefieldofcross-bordere-commerce,after-salesevaluationisgenerallydividedinto().

答案:4種Fourkindsof剛涉足海外社交網(wǎng)絡(luò)營(yíng)銷(xiāo)的跨境電商B2C企業(yè)，一般可以從(

)這樣用戶(hù)量比較大的穩(wěn)健平臺(tái)人手，以單一平臺(tái)為陣地試水營(yíng)銷(xiāo)。Cross-bordere-commerceB2Centerprisesthathavejustsetfootinoverseassocialnetworkmarketingcangenerallyrecruitfromastableplatformwitharelativelylar