- 商务英语沟通与客服(新时代职业英语系列教材十四五职业教育河南省规划教材)
- - 作者：编者:孟令超//张彦鸽|责编:刘莉萍//卢婧雅
  - 出版社：西安交大
  - ISBN：9787569335477
  - 出版日期：2023/11/01
  - 页数：506
- 售价：23.96

内容大纲
本教材包括岗位认知、开通店铺、产品选品、产品发布、产品推介、营销手段、交易磋商、订单处理、支付必知、跨境物流、售后服务12个单元，每个单元包含学习目标、课程导入、知识概述、典型实例、功能性句型和专项实训，有利于学生学了就用、边学边用，巩固所学知识与技能。教材结合学生的英语基础实际情况和学习需求，采取中英两种语言进行编写，为学生搭建学习的“脚手架”，使得商务英语语言训练和跨境电商沟通与客服操作技能训练同步进行，有利于调动学生学习的积极性和主动性。
本教材由跨境电商企业经验丰富的实战专家和长期从事商务英语专业教学的骨干教师合作编写，针对跨境电商客服工作人员的工作流程，结合大量实战案例具体介绍了客服工作人员在与国外客户沟通的过程中可能会遇到的情况及处理办法，以及在遇到客户提起纠纷时的应对策略。本书的附录部分主要介绍了商务英语谈判常用策略、商务英语谈判礼仪指南、商务英语跨文化交际策略、商务英语常用函电参考模板、商务英语谈判主要环节典型对话示例等，以帮助客服工作人员更好地与客户沟通交流。
作者介绍
目录
Unit 1 Job Recognition
  Section 1 Customer Service Responsibilities and Objectives
  Section 2 Consumption Habits of Customers in Some Countries
  Section 3 Communication Strategies
  Section 4 Communication Tools
  Section 5 Communication Taboos
  Section 6 Platform Rules
Unit 2 Opening Stores
  Section 1 Company Introduction
  Section 2 Product Categories
  Section 3 Company Qualifications
  Section 4 International certification
Unit 3 Products Selection
  Section 1 Product Selection Overview
  Section 2 On-Site Selection
  Section 3 Industry Selection
  Section 4 Type Selection
Unit 4 Product Listing
  Section 1 Product Title
  Section 2 Key Words of Products
  Section 3 Product Attributes
  Section 4 Product Descriptions
Unit 5 Product Promotion
  Section 1 Product Introduction
  Section 2 Product Superiority
  Section 3 Question & Answer
Unit 6 Marketing Methods
  Section 1 Full Store Discount
  Section 2 Full Reduction
  Section 3 Coupon
  Section 4 Affiliate Marketing
Unit 7 Online Shop Visitors
  Section 1 Online Salutation
  Section 2 Online Store Introduction
  Section 3 Online Thanks, Apologies and Rejections
Unit 8 Business Negotiation
  Section 1 Enquiry
  Section 2 Offer
  Section 3 Counter-Offer
  Section 4 Products Inventory
  Section 5 Sample and Freight
Unit 9 Order Processing
  Section 1 Customer Order
  Section 2 Urging the Payment
  Section 3 After Payment
  Section 4 Special Order
Unit 10 Instructions for Payment
  Section 1 Trade Terms
  Section 2 Mode of Payment
  Section 3 Payment Habit

  Section 4 Process of Payment
  Section 5 Refund Processing
Unit 11 Cross-Border E-commerce Logistics
  Section 1 Packing of Goods
  Section 2 Cross-Border E-commerce Logistics
  Section 3 Logistics Tracking
Unit 12 After-Sales Service
  Section 1 Feedback
  Section 2 Dealing with Complaints
  Section 3 Common Disputes and Solutions
  Section 4 Customer Maintenance
  Section 5 Case Studies on Dispute Settlement in Cross-Border E-Commerce

内容大纲

作者介绍

目录

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