CHAPTER 01 售前交流Pre-sale Communication
PART 1-1 网络商店The E-shop 2
UNIT 01 了解商铺The Information of Store 2
UNIT 02 店家不在线Not Online 6
UNIT 03 询问产品Asking about Products 9
UNIT 04 商品限购Limits on Purchases 13
UNIT 05 产品已下架The Goods has been taken down 17
PART 1-2 进行议价Negotiating about the Price 20
UNIT 01 讨价还价Bargain over the products 20
UNIT 02 商品折扣Discount for this Commodity 23
UNIT 03 促销活动Sales Promotion 26
UNIT 04 零售和批发Retail and Wholesale 30
CHAPTER 02 售中交流On-sale Communication
PART 2-1 下订单Placing Order 34
UNIT 01 店内选品In-store Selection 34
UNIT 02 库存状况Inventory Situation 37
UNIT 03 特殊要求Specific Needs 42
UNIT 04 在线订购Online Ordering 45
PART 2-2 支付管理Payment Management 49
UNIT 01 价格调整Adjust the Price 49
UNIT 02 介绍付款程序Introducing the Payment Procedure 52
UNIT 03 介绍退款条件Introducing Refund Conditions 55
UNIT 04 介绍退款程序Introducing the Refund Procedure 58
UNIT 05 定期付款Scheduled Payment 61
PART 2-3 出货管理Delivery Order Management 64
UNIT 01 产品包装Packing of Products 64
UNIT 02 提醒买家已发货Reminding the Buyer of the Ship Date 67
PART 2-4 物流选择The Logistics Selection 70
UNIT 01 邮政物流Post Logistics 70
UNIT 02 商业快递Commercial Express Delivery 73
UNIT 03 专线物流Special Line Logistics 76
UNIT 04 跟踪交付状态Following the Delivery Situations 79
CHAPTER 03 售后交流After-sale Communication
PART 3-1 售后服务After-sale Service 84
UNIT 01 维修服务Maintenance Service 84
UNIT 02 无条件退货Returning Goods Unconditionally 87
PART 3-2 特殊情况Special Situation 90
UNIT 01 延迟发货Delaying the Delivery 90
UNIT 02 不可抗力The Force Majeure 93
UNIT 03 客户要求改地址Customers Requests of changing Address 95
UNIT 04 取消订单Canceling the Order 98
UNIT 05 拒绝退款Refusing to a Refund 101
CHAPTER 04 商铺营销Net-Shop Marketing
PART 4-1 营销活动Marketing Activities 106
UNIT 01 推广策略Promotion Strategy 106
UNIT 02 商家促销Merchants'' Launched Promotions 109
UNIT 03 节日促销Holiday promotion 111
UNIT 04 品牌营销Brand Marketing 114
PART 4-2 产品管理Product Management 117
UNIT 01 产品发布Product Releasing 117
UNIT 02 选择产品Product Selection 119
UNIT 03 处理劣质品Disposal of Inferior Products 122
CHAPTER 05 B2B 交易Business-to-Business Trade
PART 5-1 线上交流Online Communication 126
UNIT 01 讨论产品细节Discussing the Product Details 126
UNIT 02 价格讨论The Price Discussion 129
UNIT 03 运输方式Modes of Transport 132
PART 5-2 邮件交流E-mail Communication 135
UNIT 01 询盘The Inquiry 135
UNIT 02 报盘The Offer 138
UNIT 03 还盘Counter Offer 141
UNIT 04 订购Ordering Goods 144
UNIT 05 包装要求Packing Requirements 148
UNIT 06 赔偿损失Compensation for Loss 151
UNIT 07 赔付方案Compensation Proposal 154
UNIT 08 投保一切险To Cover All Risks 157
UNIT 09 节日问候Holiday Greetings 161
UNIT 10 推荐新品Recommending New Products 163
UNIT 11 祝贺与感谢 Congratulations and Thanks 165
CHAPTER 06 线下交流Offline Communication
PART 6-1 接待客户Reception of Clients 172
UNIT 01 预约安排Appointment Arrangement 172
UNIT 02 参观产品展示室Visiting the Product Showroom 175
PART 6-2 合作形式The Format of Co-operation 179
UNIT 01 合资经营Joint Venture 179
UNIT 02 技术转让Technology Transfer 182
UNIT 03 补偿贸易Compensation Trade 185
PART 6-3 商务谈判Business Negotiation 188
UNIT 01 要求佣金Asking for the Commission 188
UNIT 02 客户会议Customer Meeting 191
UNIT 03 签订合同Sign a Contract 195
CHAPTER 07 客户反馈与纠纷Customer Feedback and Disputes
PART 7-1 客户差评Negative Feedback 200
UNIT 01 邀请客户反馈Inviting Customer Feedback 200
UNIT 02 物流慢Logistics is too Slow 203
UNIT 03 服务态度差Poor Service Attitude 206
UNIT 04 处理中差评Disposal of Neutral and Negative Comment 209
PART 7-2 产生纠纷Give Rise to a Dispute 212
UNIT 01 质量问题Quality Problems 212
UNIT 02 弄错货物Misplaced Goods 215
UNIT 03 货物破损The Goods is Damaged 218
UNIT 04 退货Sales'' Returning 222
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