《跨境電商實(shí)用英語》課件Unit 4-Chapter 1

ProductInformationInquiry跨境電商實(shí)用英語Chapter1Unit4On-saleServicesofCross-borderE-commerce跨境電商系列教材Acquirebasicknowledgeabouttheonlinecommunicationtools1Useappropriateexpressionstointroduceaproducttocustomers2Mastertheskillsofreplyingtocustomer’sinquiryclearlyandprofessionally3LearningGoalsAfterstudyingthischapter,youareexpectedto：PARTONEWarming-upPART1Warming-upWorkingroup.Lookatwhatthefollowingpeoplesayordoandexpressyourownopinionswithyourgroupmembers.Trytorelatetoyourpersonalexperience.A.Anexperiencedsellersaid,“Thesuccessrateoftheorderwillbeupto70%ifthesellercanrespondtothebuyer’sinquirywithin1hour.”PART1Warming-upB.Cross-borderE-commercesellerscancommunicatewithcustomersfastandconvenientlythroughvariousonlinechatsoftware.Skype,WhatsApp,Viber,FoxmailandTradeManageraresomeofthemainchattools.PARTTWOPassageReadingPART2PassageReadingOntheCross-borderE-commerceplatform,thesellerwillusuallyintroducetheproducts(orservices)indetailsonthedescriptionpage,includingproductquality,color,specifications,size,materials,modesofsale,etc.Customersbuygoods(orservices)bychoosingaplatform,intendingtobuythecommodity(orservice)thatiscost-effective,safe,reliable,andwithcomprehensiveinformation.

Ascustomerscannotseetherealproducts(services)throughonlineshopping,theycanonlyjudgetheproductsthroughthepictures,descriptionsandcustomerreviewsonwebsite(orAPP).Customersaremoreconcernedabouttheconsistencyoftheproductsandtheadvertising.Inthiscase,customerswillinquireofthecustomerservicestaffabouttheproductsthroughe-mailorsocialmedia.Customerservicestaffshouldbeproficientinprofessionalknowledgeaboutalltheproducts,havegoodpromotionalskills,respondtimelyandeffectively,soastoputawaycustomers’worriesbeforebuyingproducts,promotecustomerstopurchaseandimprovecustomerconversionrate.ProductInformationInquiry

Productqualityisthefoundationandsourceofhealthydevelopmentofe-commerce,andthecorecompetitivenessofsustainablemanagementofacompany.Asthee-commerceplatformsonlyprovidepicturesanddescriptionofproducts,buyersareunabletodeterminethequality.Beforeorderingtheproducts,thebuyermayinquireaboutthequalityofthem.Customerservicestaffshouldbepatientandtruthfullyanswerthecorrespondingquestionsaboutquality,tryingtowinorders.PART2PassageReading

Whensellersreleaseaproduct,theyshoulddescribetheproductmaterialsaccurately,especiallyforproductslikebagsandshoes.Thepricewilldifferalotfordifferentmaterialstheyuse.Thepriceofsomeleatherproductslikebagsandshoesarehigh,sothebuyerwillworryabouttheauthenticityofthematerial.Receivingsuchinquiriesaboutthematerial,thesellershouldcommunicatewiththebuyersincerely.Itisbesttoattachsomerelevantcustomerreviewstoeliminatebuyers’doubtsandpromotethetransaction.PART2PassageReading

Besidesproductqualityandmaterials,colorisalsoanimportantfactortoattractbuyerstoplaceandorder.Somebuyersmaybeinterestedintheproduct,butthecolorprovidedmaynotmeettheirdemand.Forthesebuyers,thesellershouldcarefullyunderstandtheindividualneeds,andactivelyguidethemtoplaceanorder.PART2PassageReadingPART2PassageReadingAsforproductspecificationsandsizeissues,thesellerwillgenerallydescribeontheproductdetailspage,butitdoesnotexcludesomebuyerswhowillignorethisinformation.Intheeventofinquiriesaboutproductspecificationsandsize,thesellershouldrepeatthedetailedspecificationsandsizeoftheproductandguidethebuyertoconfirmthespecificationsandsizeontheproductdetailspageagain.Inaddition,someproductsofCross-borderE-commercearefordomesticsales,sotherewillbesizeissues,especiallyforproductslikeclothingandshoes.Therearemanydisputesarisingfromdifferentsizestandards,soitisatroublesomeproblemformanysellers.Howtoavoidsuchdisputes?Inadditiontocarefullysetthesizechart,thesellershouldrespondthesizequestionsindetailsandwithpatience,whichwillplayasignificantroleinavoidingdisputesandimprovingcustomerexperienceandsatisfaction.NewWordsspecification[?spes?f??ke??n]n.1NewWordadetaileddescriptionofhowsthis,orshouldbe,designedormade規(guī)格；規(guī)范

e.g.Ⅰ)Thetoyhasbeenproducedexactlytoourspecifications.這些玩具完全按我們的規(guī)格生產(chǎn)。

Ⅱ)Examinationconfirmedthatthequalityoftheproductswasuptospecification.經(jīng)檢查，產(chǎn)品質(zhì)量合格。返回commodity[k??m?d?ti]n.01NewWord2aproductorarawmaterialthatcanbeboughtandsold商品e.g.Ⅰ)Crudeoilistheworld’smostimportantcommodity.原油是世界上最重要的商品。Ⅱ)Thereisagrowingdemandforcommodities.對商品的需求不斷增長。返回reliable[r??la??bl]adj.NewWord3thatcanbetrustedtodothingswell;thatyoucanrelyon可信賴的；可依靠的e.g.Ⅰ)Wearelookingforsalesmenwhoisreliableandhard-working.我們在物色可靠且勤奮的人。Ⅱ)CarsmadeinGermanaresoreliable.

德國制造的汽車是靠得住的。返回comprehensive[?k?mpr??hens?v]adj.NewWord4includingall,oralmostall,theitems,details,facts,information,etc.,thatmaybeconcerned全部的；所有的；詳盡的e.g.Ⅰ)Alltheproductsarelabeledwithcomprehensiveinstructions.

所有的產(chǎn)品均標(biāo)有詳盡的使用說明。Ⅱ)Thegovernmentgaveacomprehensiveexplanationofitsplansforindustry.

政府對其工業(yè)發(fā)展計(jì)劃做了全面的解釋。返回consistency

[k?n?s?st?nsi]n.5NewWordthequalityofalwaysbehavinginthesamewayorofhavingthesamestandard,etc.;thequalityofbeingconsistent一致性；連貫性

e.g.Ⅰ)Shehasplayedwithgreatconsistencyallseason.她整個賽季表現(xiàn)相當(dāng)穩(wěn)定。Ⅱ)Weneedtoensuretheconsistencyofservicetoourcustomers.

我們對客戶要確保服務(wù)的連貫性。返回proficient

[pr??f??nt]adj.01NewWord6abletodosthwellbecauseoftrainingandpractice熟練的；嫻熟的；精通的；訓(xùn)練有素的

e.g.Ⅰ)She’sproficientinseverallanguages.她精通好幾種語言。Ⅱ)He’sproficientathisjob.他的工作效率很高。返回

promotional

[pr??m????nl]adj.NewWord7connectedwithadvertising廣告宣傳的；推銷的e.g.Ⅰ)Wecanusethelogoinallourpromotionalproducts.我們可以將這個標(biāo)志用在所有的促銷產(chǎn)品中。Ⅱ)Discountsandpromotionalactivitieswilldrawmoreconsumers.折扣和促銷活動將吸引更多消費(fèi)者。返回foundation

[fa?n?de??n]n.NewWord8aprinciple,anideaorafactthatsthisbasedonandthatitgrowsfrom基本原理；根據(jù)；基礎(chǔ)

e.g.Ⅰ)Communicationandunderstandingprovideasolidfoundationforcustomerrelationship.溝通和理解是客戶關(guān)系的牢固基礎(chǔ)。Ⅱ)Thecomplaintistotallywithoutfoundation.這起投訴毫無事實(shí)根據(jù)。返回sustainable[s??ste?n?bl]adj.9NewWordthatcancontinueorbecontinuedforalongtime可持續(xù)的

e.g.Ⅰ)Ourfocusisonsustainabledevelopment.我們的焦點(diǎn)在可持續(xù)發(fā)展上。Ⅱ)Thepresentpolicymaynotbesustainable.目前的政策也許并不能持續(xù)下去。返回corresponding[?k?r??sp?nd??]adj.01NewWord10matchingorconnectedwithsththatyouhavejustmentioned相應(yīng)的；相關(guān)的

e.g.Ⅰ)Profitshaverisenby15percentcomparedwiththecorrespondingperiodlastyear.與去年同期相比利潤增長了15%。Ⅱ)Giveneachpictureanumbercorrespondingtoitspositiononthepage.按所在頁面位置給每一幅圖片編上相對應(yīng)的號碼。返回

release[r??li:s]v.NewWord11tomakesthavailabletothepublic公開；公布；發(fā)布e.g.Ⅰ)ThenewproductswillbereleasedontothemarketinMay.新產(chǎn)品將在5月投放到市場。Ⅱ)Thegovernmenthavereleasednofurtherdetailsabouttheproject.關(guān)于這個項(xiàng)目，政府沒有透露更多的細(xì)節(jié)。返回authenticity

[??:θen?t?s?ti]n.NewWord12thequalityofbeinggenuineortrue真實(shí)性；確實(shí)性

e.g.Ⅰ)Theauthenticityofthematerialisbeyonddoubt.產(chǎn)品材料真實(shí)性毫無疑問。Ⅱ)Theleaderofthedepartmentemphasizedtheimportanceoftheauthenticityandaccuracyofthedata.部門領(lǐng)導(dǎo)強(qiáng)調(diào)了數(shù)據(jù)真實(shí)性和準(zhǔn)確性的重要性。返回eliminate[??l?m?ne?t]v.13NewWordtoremoveorgetridofsth/sb排除；清除；消除

e.g.Ⅰ)Creditcardseliminatetheneedtocarryalotofcash.有了信用卡就用不著攜帶很多現(xiàn)金。Ⅱ)Wehaveeliminatedallstatisticaltables,whichareofinterestonlytothespecialist.我們刪去了全部統(tǒng)計(jì)表格，只有專家才對這些表格感興趣。返回transaction[tr?n?z?k?n]n.01NewWord14apieceofbusinessthatisdonebetweenpeople,especiallyanactofbuyingorselling交易；業(yè)務(wù)；買賣e.g.Ⅰ)Theywereuncertainofthetotalvalueofthetransaction.他們還不確定這筆交易的總價值是多少。Ⅱ)Heisalwaysinthemiddleofbusinesstransaction.他總是忙著做生意。返回exclude[?k?sklu:d]v.NewWord15todeliberatelynotincludesthinwhatyouaredoingorconsidering不包括；不放在考慮之列e.g.Ⅰ)Weshouldnotexcludethepossibilityofnegotiation.我們不應(yīng)該排除談判的可能性。Ⅱ)Thepricehasbeenexcludedfromthecostofshipping.價格未包括運(yùn)輸成本。返回ignore

[?g?n?:(r)]v.NewWord16topaynoattentionto忽視；對…不予理會e.g.Ⅰ)Theycompletelyignorethesefactsasiftheyneverexisted.他們完全忽略了這些事實(shí)，就仿佛它們不存在似的。Ⅱ)Imadeasuggestionbuttheychosetoignoreit.我提了個建議，但他們不予理會。返回dispute[d??spju:t]n.17NewWordanargumentoradisagreementbetweentwopeople,groupsorcountries;discussionaboutasubjectwherethereisdisagreement爭論；辯論；爭端；糾紛

e.g.Ⅰ)Thecauseoftheaccidentwasstillindispute.事故的原因仍在爭議之中。Ⅱ)IndiaandNepalhavesortedouttheirtradeandsecuritydispute.印度和尼泊爾以及解決了貿(mào)易與安全方面的爭端。返回troublesome[?tr?bls?m]adj.01NewWord18causingtrouble,pain,etc.overalongperiodoftime令人煩惱的；討厭的；令人痛苦的e.g.Ⅰ)TheeconomyhasbecomeatroublesomeissuefortheConservativeParty.經(jīng)濟(jì)狀況已成為保守黨的一大難題。Ⅱ)Managingmoneyisbothtrivialandtroublesome.理財(cái)是一件瑣雜而又麻煩的事。返回Phrases&Expressionsintendto打算（做）…，想要（做）…01P&E

e.g.Ⅰ)IintendtotakefulladvantageofthisAPPtobuythethingsweneed.我打算充分利用這個APP來購買我們所需的物品。Ⅱ)Theyintendtoclaimfordamagesagainstthesupplier.他們打算向供貨商生索要損害賠償。Phrases&Expressions01P&E02beconcernedabout關(guān)心；掛念Phrases&Expressions

e.g.Ⅰ)Moreandmorepeoplebegintobeconcernedaboutournaturalenvironment.越來越多的人開始關(guān)心我們的自然環(huán)境。Ⅱ)Youshouldbeconcernedabouttheneedsofpotentialcustomers.你應(yīng)該關(guān)心潛在客戶的需求。P&E03conversionrate轉(zhuǎn)化率

e.g.Ⅰ)Ahighcustomerconversionratedependsonmanyfactors.高的客戶轉(zhuǎn)化率取決于很多因素。Ⅱ)

Increasingconversionrateisanextremelypowerfulwayofincreasingyoursales.提高轉(zhuǎn)化率是提高銷售額非常有力的方式。Phrases&ExpressionsP&E04core

competitiveness

核心競爭力Phrases&Expressions

e.g.Ⅰ)Talentisthecorecompetitivenessoftheenterprise.人才是企業(yè)的核心競爭力。Ⅱ)

Improvingabilitiesofindependentinnovationisthekeytoenhancethecorecompetitivenessoffirm.提高自主創(chuàng)新能力是企業(yè)提升核心競爭力的關(guān)鍵。meetone’sdemand滿足某人的需求05P&E

e.g.Ⅰ)Meetingcustomers’demandistheultimategoalofourcompany.滿足客戶需求是我們公司的最終目標(biāo)。Ⅱ)

Ourshopwillreleasenewproductseverymonthtomeetdifferentcustomer’sdemand.我們店鋪將每月推出新產(chǎn)品以滿足不同客戶的需求。Phrases&ExpressionsP&E06individualneeds個人需要

e.g.Ⅰ)Youreallyneedtohaveadesiretohelpcustomerswiththeirindividualneeds.你確實(shí)要有意愿去幫助顧客來滿足他們的個人需求。Ⅱ)

Thedevelopmentofthebusinessplatformshouldsatisfytheindividualneedsoftargetcustomers.業(yè)務(wù)平臺的發(fā)展應(yīng)該滿足目標(biāo)客戶的個人需要。Phrases&ExpressionsP&E07domestic

sales

內(nèi)銷Phrases&Expressions

e.g.Ⅰ)ManyChinesestate-ownedenterprisesrelyalmostentirelyondomesticsales.許多中國國企幾乎完全依賴國內(nèi)銷售。Ⅱ)

Domesticmarketsalesremainedstable.國內(nèi)市場銷售保持平穩(wěn)。arisefrom產(chǎn)生于，起因于08P&E

e.g.Ⅰ)Anydisputethatmayarisefromunderthiscontractshallbesettledbyarbitration.本合同所發(fā)生的一切爭議將通過仲裁解決。Ⅱ)

Misunderstandingmayarisefromtheimproperanalysisoftheproblems.如果問題分析不當(dāng)，便可能造成誤解。Phrases&ExpressionsTask1Workinpairs.Readthepassageandanswerthefollowingquestions.1Whyaresomecustomersconcernedabouttheconsistencyoftheproductsandtheadvertising?2Whatcancustomerservicestaffdotoputawaytheworriesofcustomersbeforetheybuyproducts?3Whatshouldsellerdowhentheyreceivebuyer’sinquiryaboutspecificationandsizeoftheproduct?Task21.Weuseautomatedsystemstoconfirmthe____________ofcreditcardpurchases.2.ScienceandtechnologyholdthekeytoChina'seconomicprosperityand____________development.3.Figures________yesterdayshowretailsalesweredowninMarch.4.Today,culturebrandingandcreativeindustryhavebecomepartofthe______________________ofmoderncities.5.Thesechanges_________differencesinclimateandthenatureofthecountry.6.Theyhavemadehugeprofitoutofthe____________.7.Oursitemustcatertothe________________ofvisitors.8.Resolvingthe________willrequireamoodofconciliationonbothsides.Completethefollowingsentenceswiththewordsorphrasesinthebox.Changetheformifnecessary.

authenticity

sustainable

release

corecompetitiveness

arisefrom

transaction

individualneeds

disputeTask31.我們將繼續(xù)與供應(yīng)商合作，調(diào)節(jié)存貨，以滿足客戶需求。(meetone’sdemand)______________________________________________________________2.該國目前的困難起因于其貨幣的貶值。(arisefrom)______________________________________________________________3.風(fēng)險不可能完全消除，但可以通過防范和培訓(xùn)來降低。(eliminate)_____________________________________________________________4.產(chǎn)業(yè)園區(qū)的建設(shè)對城市的可持續(xù)發(fā)展起到了至關(guān)重要的作用。(sustainable)___________________________________________________________5.這一爭端與談判沒有直接聯(lián)系。(dispute)____________________________________________________________6.貨幣供應(yīng)量的改變隨即引起支出的相應(yīng)改變。(corresponding)____________________________________________________________TranslatethefollowingsentencesintoEnglish,usingtheexpressionsinbrackets.Wewillcontinuetoworkwithoursupplierstomanageinventoriestomeetcustomers’needs.The

country's

present

difficulties

arise

from

the

reduced

value

of

itsmoney.

Youshouldnevereliminaterisk,butpreparationandtrainingcouldreduceit.Theconstructionofindustrialparksplaysacrucialroleincity’ssustainabledevelopment.Thedisputeisnotdirectlyconnectedtothenegotiations.Achangeinthemoneysupplybringsacorrespondingchangeinexpenditure.PARTTHERERealCaseAnalysis賣家在處理國外買家的詢盤時，要確保詢盤回復(fù)的及時性和有效性。因時差的存在，賣家可以根據(jù)買家時差上班時間來回復(fù)，也可以按照客戶當(dāng)?shù)厣习鄷r間設(shè)置郵件發(fā)送時間。

此外，賣家在處理詢盤時要講究方法得當(dāng)，為盡快爭取訂單打下基礎(chǔ)。要掌握3C原則,即Clearness(清楚)、Conciseness（簡潔）、Courtesy（禮貌）。要做到能清晰地回答客戶提出的問題，將產(chǎn)品或公司信息清晰地展示給客戶；盡可能使用簡潔的詞匯和句子，不需要長篇大論地介紹公司或店鋪；多用“please，help，kindly，could，thankyou，appreciate”等禮貌性的詞語來回復(fù)詢盤，以取得買家的好感和信任。

PART3RealCaseAnalysis賣家在應(yīng)對不滿意、不高興的買家時，請記住收到投訴信后要立即予以回復(fù)。態(tài)度誠懇，措辭得體，語氣恰如其分。如果不能給予圓滿的答復(fù)，要向?qū)Ψ秸f明此事正在調(diào)查之中，承諾過后給予回復(fù)并給出時限。在回復(fù)投訴信時，高明的賣家會感謝買家的投訴，表示贊同買家的觀點(diǎn)并且就發(fā)生的事情表示歉意，說明采取了哪些措施來解決問題?？梢缘脑挘o對方送一份小禮物或代金券。

PART3RealCaseAnalysis詢問Sample1關(guān)于產(chǎn)品價格的詢問和回復(fù)Hi,seller,howmuchisthishairpin?回復(fù)Sample1關(guān)于產(chǎn)品價格的詢問和回復(fù)Dearfriend,

Thanksalotforyourinquiry.Wevaluethechancetodobusinesswithyou.Thepriceofthehairpinyouareinterestedis$5.Ifyouorderaquantityof10,wecanofferyouthebulkpriceof$4.5withfreeshipping.

Welookforwardtoyourearlyreply.

BestRegards,

當(dāng)買家收到賣家的詢價時，回復(fù)函應(yīng)包含感謝買家詢價、希望與買家建立業(yè)務(wù)關(guān)系、說明產(chǎn)品零售報價以及批發(fā)價等。詢問Sample2關(guān)于產(chǎn)品質(zhì)量的詢問和回復(fù)

Hi,howaboutthequalityofthestuffedtoys?AretheymadefromenvironmentalfriendlymaterialsandtestedbytheNationalQualityControlDepartment?回復(fù)Sample2關(guān)于產(chǎn)品質(zhì)量的詢問和回復(fù)Dearfriend,

Thankyouforyourinquiry.Ourstuffedtoysareofverygoodqualityandobtainedfavorablecommentsfromcustomers.Weonlyuseenvironmentalfriendlymaterialsandwecanguaranteethatthestuffedtoysarewelluptoallstandards.

Wearelookingforwardtoreceivingyourorderearly.

Yourstruly,

xxx

由于跨境電商平臺僅僅提供產(chǎn)品圖片和產(chǎn)品文字描述，買家無法直觀把握產(chǎn)品質(zhì)量，因此部分買家在下單前會就質(zhì)量問題進(jìn)行咨詢。賣家應(yīng)感謝買家咨詢，并如實(shí)友好地回答相應(yīng)的質(zhì)量疑問，讓買家放心購買。詢問Sample3關(guān)于產(chǎn)品材料的詢問和回復(fù)Hi,thislady'shandbaglooksnice.Isitmadeof100%genuineleather?回復(fù)Sample3關(guān)于產(chǎn)品材料的詢問和回復(fù)Dearfriend,

Thanksforyourinterestsinouritem.Thishandbagisthebestsellerinourstore.Thehandbagismadeof100%genuinechamois.Don’tworryaboutthematerial.Youcanrefertothefeedbacksfromourbuyers.

Pleasecontactusifyouhaveanyproblems.

BestRegards,

xxx

一些產(chǎn)品，例如包、鞋類往往因材質(zhì)的不同在售價上存在較大的差距。上述詢盤中，買家對于女士手包是否100%真皮材質(zhì)存在一定的擔(dān)憂。為打消買家的顧慮，賣家給予了明確回復(fù)，并附上已購買該類產(chǎn)品的其他買家評價來進(jìn)一步加強(qiáng)該買家對于產(chǎn)品材質(zhì)的信任度，爭取訂單成交。詢問Sample4關(guān)于產(chǎn)品規(guī)格的詢問和回復(fù)Hi,doyouhavethislady'shandbag?Wouldyoupleasetellmethespecificationaboutit?Thankyou.回復(fù)Sample4關(guān)于產(chǎn)品規(guī)格的詢問和回復(fù)Dearfriend,

Thelady’shandbagyouareinterestedinisthisyear’slateststyle.Thedetailedsizeis30cm(Length)*25cm(Height)*18cm(Width).Youcanlearnmoreinformationaboutitfromthepictureweattachedbelow.

Wehavethisiteminstockandwewillarrangethedeliverywithin24hoursonceyouplaceanorder.

Ihopetohearfromyousoon.

BestRegards,

xxx

在下面這則回復(fù)函中，賣家針對買家對產(chǎn)品規(guī)格的疑問，重述了該產(chǎn)品的具體規(guī)格，并附上截圖以引導(dǎo)買家再次確認(rèn)詳情頁中更多的截圖信息。此外，賣家承諾會在接到訂單后的24小時內(nèi)安排發(fā)貨，極大提升了店鋪的客戶體驗(yàn)。詢問Sample5關(guān)于產(chǎn)品尺寸的詢問和回復(fù)Hi,Iwanttobuythisdressfromyourstore.Wouldyoupleasehelpmechoosethesizeforbust85cm,waist70cmandhip85cm?Thankyou.回復(fù)Sample5關(guān)于產(chǎn)品尺寸的詢問和回復(fù)Dearfriend,

Thankyouforyourinterestinouritem.WeofferfourdifferentsizesS,M,LandXL.Accordingtotheinformationyouoffered,wesuggestyouchoosesizeS.Pleaseallow1-2cmerrorsduetomanualmeasurement.WehavetheSsizeinstockandwewillshipitwithin24hoursonceyouplaceanorder.

Pleasecontactusifyouhaveanyquestions.

BestRegards,

xxx

一些跨境電商賣家出售的服裝或鞋類產(chǎn)品為本國內(nèi)銷產(chǎn)品，在尺碼的設(shè)置上與國外不同。由于尺碼標(biāo)準(zhǔn)不同引起的退換貨以及糾紛屢見不鮮。以下回復(fù)函中，賣家首先對買家咨詢表示感謝，再詳細(xì)解釋產(chǎn)品尺碼的選擇，并根據(jù)買家提供的信息，進(jìn)行合適尺碼推薦。

為避免糾紛，賣家懇請買家理解，因?yàn)槭止y量可能會產(chǎn)生1-2厘米的誤差。該賣家的回復(fù)周到而全面，可以給買家留下良好印象。詢問Sample6對產(chǎn)品顏色的詢問和回復(fù)Hi,doyouhavethissofainbluecolor?Thankyou.回復(fù)Sample6對產(chǎn)品顏色的詢問和回復(fù)Dearfriend,

Thankyouforyourinquiry.Thesofayouareinterestedinonlycomesinbeigeandwhiteinstock.Ifyouwantthebluecolor,wecancustomizeitforyou.Butyouhavetowait30-40moredays.Couldyoupleaseconsideraboutit?

Hopetohearfromyousoon.

BestWishes,

xxx

每位買家都對顏色有不同的喜好。上述買家中意藍(lán)色的沙發(fā)，但賣家提供顏色的備選項(xiàng)里只有米黃色和白色。為了挽留該買家，賣家推薦的方案是如果買家愿意多等待30-40天，可以為其私人定制一款藍(lán)色沙發(fā)。該賣家的回復(fù)專業(yè)又體貼，對于提升買家購物體驗(yàn)有非常重大的意義。詢問Sample7對產(chǎn)品訂購數(shù)量詢問和回復(fù)Hi,

I’minterestedinyourproductBulkWholesaleRedTurkeyScarfwithRuffleandI’dliketoknowwhatyourminimumorderis.

Thankyou.回復(fù)Sample7對產(chǎn)品訂購數(shù)量詢問和回復(fù)Dearfriend,

Thanksforyourinquiry.Theminimumorderquantityis100pieces.Thisscarfisthebest-sellingproductinourshopandenjoyedagoodreputationinmanycountries.

Wearelookingforwardtoreceivingyourorderearly.

Yourstruly,

xxx

在下面的回復(fù)函中，賣家清晰地告訴買家該產(chǎn)品的起訂量，同時簡潔地概述產(chǎn)品的暢銷度，表明賣家對自己的產(chǎn)品充滿信心?；貜?fù)Sample7對產(chǎn)品訂購數(shù)量詢問和回復(fù)Dearxxx,

Thereisanexceptionalhighdemandforscarvesduetothecoldweatherduringtheseason.Thestyleyourequireisoutofstockatthismoment.However,themanufacturerhaspromisedusafurthersupplybytheendofthismonthandifyoucouldwaituntilthen,wecoulddeliverpromptlythegoodswithwoolensocksasgifts.

Ifyoucouldn’twaituntilthen,youcouldchangeittothepinkonewiththesamequalityandprice.Enclosedissomedetailedinformationonthepinkone.Hopeyoulikeit.

Wearelookingforwardtoreceivingyourorder.

Yourstruly,

xxx

賣家接到買家關(guān)于產(chǎn)品數(shù)量詢盤而出現(xiàn)產(chǎn)品庫存不足的情況時，應(yīng)及時跟買家溝通。方案一：確認(rèn)產(chǎn)品生產(chǎn)的出廠時間，并與買家溝通發(fā)貨時間。為爭取訂單可以承諾附贈禮物或優(yōu)惠券；方案二：與買家溝通更換顏色或者更換款式；方案三：如果買家不接受，可以退款給買家。詢問Sample8要求試用產(chǎn)品Hi,

Iaminterestedinyourwaterproofgarments.However,beforeplacingafirmorderIwouldliketoreceiveaselectionofmen’sandchildren’swaterproofraincoatson14days’approval.Ifthereareanyitemsunsoldattheendofthisperiod,Iwillreturnthematmyexpense.

Ifqualityandpricearesatisfactory,thereareprospectsofverygoodsaleshere.

Ihopetohearfromyouverysoon.

Yoursfaithfully,

xxx回復(fù)Sample8要求試用產(chǎn)品Dearxxx,

Thankyouforenquiringaboutourwaterproofgarments.

Aswehaven’tdonebusinesstogetherbefore,I’msureyouwillappreciatethatImustrequesteithertheusualtradereference,orthenameofabanktowhichwemayrefer.Assoonastheseenquirieshavebeenmade,weshallbehappytosendyouagoodselectionoftheitemsyourequire.

Ilookforwardtoreceivingthesedetailsfromyousoon,andhopethatourfirsttransactiontogetherwillbethebeginningofalongandpleasantbusinessrelationship.

Yoursfaithfully,

xxx

買家索要樣品給賣家提供了一個展示產(chǎn)品的好機(jī)會。但賣家考慮到保護(hù)自己的利益，可以要求買家提供商業(yè)資信證明。注意在保護(hù)賣家自己利益的同時，不要表現(xiàn)出對買家缺乏信任而冒犯他們，以免錯過優(yōu)質(zhì)批發(fā)客戶，這一點(diǎn)非常重要?；貜?fù)Sample8要求試用產(chǎn)品Dearxxx,

Ihavereceivedsatisfactoryreferenceandampleasedtosendyouaselectionofourwaterproofgarments.Theselectionincludesseveralnewandattr