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