CHAPTER 01 售前交流Pre-sale Communication
PART 1-1 網(wǎng)絡商店The E-shop /2
UNIT 01 了解商鋪The Information of Store /2
UNIT 02 店家不在線Not Online /6
UNIT 03 詢問產(chǎn)品Asking about Products /9
UNIT 04 商品限購Limits on Purchases /13
UNIT 05 產(chǎn)品已下架The Goods has been taken down /17
PART 1-2 進行議價Negotiating about the Price /20
UNIT 01 討價還價Bargain over the products /20
UNIT 02 商品折扣Discount for this Commodity /23
UNIT 03 促銷活動Sales Promotion /26
UNIT 04 零售和批發(fā)Retail and Wholesale /30
CHAPTER 02 售中交流On-sale Communication
PART 2-1 下訂單Placing Order /34
UNIT 01 店內(nèi)選品In-store Selection /34
UNIT 02 庫存狀況Inventory Situation /37
UNIT 03 特殊要求Specific Needs /42
UNIT 04 在線訂購Online Ordering /45
PART 2-2 支付管理Payment Management /49
UNIT 01 價格調(diào)整Adjust the Price /49
UNIT 02 介紹付款程序Introducing the Payment Procedure /52
UNIT 03 介紹退款條件Introducing Refund Conditions /55
UNIT 04 介紹退款程序Introducing the Refund Procedure /58
UNIT 05 定期付款Scheduled Payment /61
PART 2-3 出貨管理Delivery Order Management /64
UNIT 01 產(chǎn)品包裝Packing of Products /64
UNIT 02 提醒買家已發(fā)貨Reminding the Buyer of the Ship Date /67
PART 2-4 物流選擇The Logistics Selection /70
UNIT 01 郵政物流Post Logistics /70
UNIT 02 商業(yè)快遞Commercial Express Delivery /73
UNIT 03 專線物流Special Line Logistics /76
UNIT 04 跟蹤交付狀態(tài)Following the Delivery Situations /79
CHAPTER 03 售后交流After-sale Communication
PART 3-1 售后服務After-sale Service /84
UNIT 01 維修服務Maintenance Service /84
UNIT 02 無條件退貨Returning Goods Unconditionally /87
PART 3-2 特殊情況Special Situation /90
UNIT 01 延遲發(fā)貨Delaying the Delivery /90
UNIT 02 不可抗力The Force Majeure /93
UNIT 03 客戶要求改地址Customers Requests of changing Address /95
UNIT 04 取消訂單Canceling the Order /98
UNIT 05 拒絕退款Refusing to a Refund /101
CHAPTER 04 商鋪營銷Net-Shop Marketing
PART 4-1 營銷活動Marketing Activities /106
UNIT 01 推廣策略Promotion Strategy /106
UNIT 02 商家促銷Merchants' Launched Promotions /109
UNIT 03 節(jié)日促銷Holiday promotion /111
UNIT 04 品牌營銷Brand Marketing /114
PART 4-2 產(chǎn)品管理Product Management /117
UNIT 01 產(chǎn)品發(fā)布Product Releasing /117
UNIT 02 選擇產(chǎn)品Product Selection /119
UNIT 03 處理劣質(zhì)品Disposal of Inferior Products /122
CHAPTER 05 B2B 交易Business-to-Business Trade
PART 5-1 線上交流Online Communication /126
UNIT 01 討論產(chǎn)品細節(jié)Discussing the Product Details /126
UNIT 02 價格討論The Price Discussion /129
UNIT 03 運輸方式Modes of Transport /132
PART 5-2 郵件交流E-mail Communication /135
UNIT 01 詢盤The Inquiry /135
UNIT 02 報盤The Offer /138
UNIT 03 還盤Counter Offer /141
UNIT 04 訂購Ordering Goods /144
UNIT 05 包裝要求Packing Requirements /148
UNIT 06 賠償損失Compensation for Loss /151
UNIT 07 賠付方案Compensation Proposal /154
UNIT 08 投保一切險To Cover All Risks /157
UNIT 09 節(jié)日問候Holiday Greetings /161
UNIT 10 推薦新品Recommending New Products /163
UNIT 11 祝賀與感謝 Congratulations and Thanks /165
CHAPTER 06 線下交流Offline Communication
PART 6-1 接待客戶Reception of Clients /172
UNIT 01 預約安排Appointment Arrangement /172
UNIT 02 參觀產(chǎn)品展示室Visiting the Product Showroom /175
PART 6-2 合作形式The Format of Co-operation /179
UNIT 01 合資經(jīng)營Joint Venture /179
UNIT 02 技術轉(zhuǎn)讓Technology Transfer /182
UNIT 03 補償貿(mào)易Compensation Trade /185
PART 6-3 商務談判Business Negotiation /188
UNIT 01 要求傭金Asking for the Commission /188
UNIT 02 客戶會議Customer Meeting /191
UNIT 03 簽訂合同Sign a Contract /195
CHAPTER 07 客戶反饋與糾紛Customer Feedback and Disputes
PART 7-1 客戶差評Negative Feedback /200
UNIT 01 邀請客戶反饋Inviting Customer Feedback /200
UNIT 02 物流慢Logistics is too Slow /203
UNIT 03 服務態(tài)度差Poor Service Attitude /206
UNIT 04 處理中差評Disposal of Neutral and Negative Comment /209
PART 7-2 產(chǎn)生糾紛Give Rise to a Dispute /212
UNIT 01 質(zhì)量問題Quality Problems /212
UNIT 02 弄錯貨物Misplaced Goods /215
UNIT 03 貨物破損The Goods is Damaged /218
UNIT 04 退貨Sales' Returning /222