作者：王琼 蒋海
页数：192
出版社：中国人民大学出版社
出版日期：2022
ISBN：9787300304014
电子书格式：pdf/epub/txt
内容简介
本书结构明了，内容实用，共分成产品信息、产品价格、产品支付、产品包装、交货和发货、投诉和纠纷、评价、客户维系和开发八个学习任务。教材内容按照“核心词汇”—“常用表达”—“实用对话”—“情景案例”的顺序编排，循序渐进，层层深入，旨在帮助广大跨境电商从业人员突破语言沟通障碍，提升跨文化交流能力，更好地实现和谐、有效的跨境电商售前、售中和售后沟通。
作者简介
王琼，副教授，主要从事跨境电商领域的研究和教学工作。主持省级教科研项目6项，公开发表学术论文20余篇，主编教材3部。第一最教学创新团队主要成员；获2014年、2018年第一最教学成果二等奖。
蒋海，江苏宗方科技有限公司总经理、教育部1+X职业技能等级考证师资培训专家、阿里巴巴特聘专家讲师、阿里学院创始讲师、阿里巴巴数字贸易学院副院长。大型省级外贸公司从业20年，业绩突出，管理经验丰富，多次荣获省级集团先进工作者等荣誉称号。擅长跨境贸易和电子商务（包括B端和C端）全流程各个环节的实务操作与理论教学，出版《跨境电商谈判技巧》等系列跨境电商实务教材。
目录
Learning Task 1 Product Information 产品信息 Learning Activity 1 Inquiry and Reply about Product Quality关于产品质量的询问与回复Learning Activity 2 Inquiry and Reply about Product Material关于产品材质的询问与回复 Learning Activity 3 Inquiry and Reply about Product Specification 关于产品规格的询问与回复 Learning Activity 4 Inquiry and Reply about Product Features 关于产品特色的询问与回复Learning Activity 5 Communication Skills (1)沟通技巧（1）Learning Activity 6 Homework and Evaluation 作业与评价 Learning Task 2 Product Price 产品价格Learning Activity 1 Inquiry and Reply about Product Price 关于产品价格的询问与回复 Learning Activity 2 Price Negotiation 价格磋商Learning Activity 3 Communication Skills (2) 沟通技巧（2）Learning Activity 4 Homework and Evaluation作业与评价Learning Task 3 Product Payment 产品支付Learning Activity 1 Inquiry and Reply about Payment Process 关于支付过程的询问与回复Learning Activity 2 Inquiry and Reply about Payment Failure 关于支付失败的询问与回复Learning Activity 3 Leave a Message to Unpaid Customers 给未付款的客户留言 Learning Activity 4 Communication Skills (3)沟通技巧（3）Learning Activity 5 Homework and Evaluation 作业与评价Learning Task 4 Product Packaging 产品包装 Learning Activity 1 Inquiry and Reply about Product Packaging 关于产品包装的询问与回复 Learning Activity 2 Communication Skills (4)沟通技巧（4）Learning Activity 3 Homework and Evaluation 作业与评价Learning Task 5 Shipping and Delivery 发货和交货Learning Activity 1 Inquiry and Reply about Logistics Methods 关于物流方式的询问与回复 Learning Activity 2 Inquiry and Reply about Delivery Time 关于交货时间的询问与回复 Learning Activity 3 Inquiry and Reply about Shipping Fee 关于运费的询问与回复 Learning Activity 4 Inquiry and Reply about Logistics Status 关于物流状态的询问与回复 Learning Activity 5 Communication Skills (5) 沟通技巧（5）Learning Activity 6 Homework and Evaluation作业与评价Learning Task 6 Complaints and Disputes 投诉和纠纷 Learning Activity 1 Complaint and Reply about Product Quality 关于产品质量的投诉与回复 Learning Activity 2 Complain and Reply about Product Discrepancy 关于产品不符的投诉与回复 Learning Activity 3 Complain and Reply about Logistics Delay 关于物流延误的投诉与回复 Learning Activity 4 Communication Skills (6) 沟通技巧（6）Learning Activity 5 Homework and Evaluation 作业与评价 Learning Task 7 Comments and Reviews 评价Learning Activity 1 Invite Customers to Leave Positive Comments 邀请客户留好评Learning Activity 2 Reply to Customers’ Comments 回复客户评价Learning Activity 3 Communication Skills (7) 沟通技巧（7）Learning Activity 4 Homework and Evaluation 作业与评价 Learning Task 8 Customer Maintenance and Development 客户维系与开发 Learning Activity 1 Daily and Holiday Greetings to Regular Customers 老客户日常和节假日问候 Learning Activity 2 Products Promotion to New and Regular Customers向新老客户推广产品Learning Activity 3 Communication Skills (8)沟通技巧（8）Learning Activity 4 Homework and Evaluation 作业与评价 参考文献
