第1章 售前交流Pre-sale Communication
1.1 网络商店The E-shop
Unit 1 了解商铺 The Information of Store
Unit 2 店家不在线 Not Online
Unit 3 询问产品 Asking about Products
Unit 4 商品限购 Limits on Purchases
Unit 5 产品已下架 The Goods have been taken down
1.2 进行议价 Negotiating about the Price
Unit 1 讨价还价 Bargain over the Products
Unit 2 商品折扣 Discount for the Commodity
Unit 3 满减优惠 Spend & Save Offer
Unit 4 零售和批发 Retail and Wholesale
第2章 售中交流On-sale Communication
2.1 下订单 Placing Order
Unit 1 店内选品 In-store Selection
Unit 2 库存状况 Inventory Situation
Unit 3 特殊要求 Specific Needs
Unit 4 在线订购 Online Ordering
2.2 支付管理 Payment Management
Unit 1 价格调整 Adjust the Price
Unit 2 介绍付款程序 Introducing the Payment Procedure
Unit 3 介绍退款条件 Introducing Refund Conditions
Unit 4 介绍退款程序 Introducing the Refund Procedure
Unit 5 定期付款 Scheduled Payment
2.3 出货管理 Delivery Order Management
Unit 1 产品包装 Packing of Products
Unit 2 提醒买家已发货Reminding the Buyer of the Ship Date
2.4 物流选择 The Logistics Selection
Unit 1 邮政物流 Post Logistics
Unit 2 商业快递 Commercial Express Delivery
Unit 3 专线物流 Special Line Logistics
Unit 4 跟踪交付状态Following the Delivery Situations
第3章 售后交流After-sale Communication
3.1 售后服务 After-sale Service
Unit 1 维修服务 Maintenance Service
Unit 2 无条件退货 Returning Goods Unconditionally
3.2 特殊情况 Special Situation
Unit 1 延迟发货 Delaying the Delivery
Unit 2 不可抗力 The Force Majeure
Unit 3 客户要求改地址Customers Request me to change Address
Unit 4 取消订单 Canceling the Order
Unit 5 拒绝退款 Refusing to a Refund
第4章 商铺营销Net-Shop Marketing
4.1 营销活动 Promotion Events
Unit 1 新品促销 New Arrival Sale
Unit 2 商家促销 Merchants' Launched Promotions
Unit 3 节日促销 Holiday Promotion
Unit 4 品牌推广 Brand Promotion
4.2 产品管理 Product Management
Unit 1 产品发布 Product Releasing
Unit 2 选择产品 Product Selection
Unit 3 处理劣质品 Disposal of Inferior Products
第5章 B2B 交易Pre-sale Communication
5.1 线上交流 Online Communication
Unit 1 定制产品 Made-to-Order Products
Unit 2 大订单单价 Unit Price for Bulk Orders
Unit 3 运输方式 Modes of Transport
5.2 接待客户 Reception of Clients
Unit 1 预约安排 Appointment Arrangement
Unit 2 参观产品展示室 Visiting the Product Showroom
5.3 合作形式The Format of Co-operation
Unit 1 合资经营 Joint Venture
Unit 2 技术转让 Technology Transfer
Unit 3 补偿贸易 Compensation Trade
5.4 商务谈判 Business Negotiation
Unit 1 要求佣金 Asking for the Commission
Unit 2 客户会议 Customer Meeting
Unit 3 签订合同 Sign a Contract
第6章 客户反馈与纠纷Customer Feedback and Dispute
6.1 客户差评 Negative Feedback
Unit 1 邀请客户反馈 Inviting Customer Feedback
Unit 2 物流慢 Logistics is too Slow
Unit 3 服务态度差 Poor Service Attitude
Unit 4 处理中差评Disposal of Neutral and Negative Comment
Unit 1 质量问题 Quality Problems
Unit 2 弄错货物 Misplaced Goods
Unit 3 货物破损 The Goods is Damaged
Unit 4 退货 Sales′ Returning
第7章 网络营销Online Marketing
7.1 直播带货 Live Commerce
Unit 1 商家上新 New Arrivals in Shop
Unit 2 购物节活动 Shopping Festival Event
7.2 社媒营销 Social Media Marketing
Unit 1 照片墙营销 Marketing on the Instagram
Unit 2 在领英上营销 Marketing on the LinkedIn
7.3 新兴市场 Emerging Markets
Unit 1 东南亚客户The Southeast Asian Customers
Unit 2 拉丁美洲客户 Latin American Customers
Unit 3 特色表达 Distinctive Expressions
Unit 4 商务礼仪 Business Etiquette
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