跨境电商客户服务英语 课件 Task 4 关于价格、折扣、促销、付款方式、运费和关税咨询

跨境电商客户服务英语（第一版）张康

徐俊凌/编著内容提要Usefulnoteswhilewritinganinquiryresponse

2.HandlingInquiryforPrice,Discounts,Promotion,PaymentMethod,ShippingRateandDutiesTemplatesTask4:HowtoHandlewithInquiryforPrice,Discounts,Promotion,PaymentMethod,ShippingRateandDuties任务四:关于价格、折扣、促销、付款方式、运费和关税等咨询【内容提要】虽然实际咨询的内容千差万别，但只要充分利用好模版，结合公司和产品的具体情况，便可以从容应对现实中的各种状况。知识目标：理解回应客户咨询的四大建议，掌握跨境电商非产品信息咨询的模版形式和必要英语表述。能力目标：通过相关的模版学习，能够高效、高质地回复客户的相关咨询。Usefulnoteswhilewritinganinquiryresponse

Besidesthebasicformat,therearesomecrucialnotesyoushouldrememberwhilereplyingtoanonlineinquiryemailoraninboxmessage（站内信）:Inboxmessage:

站内信

1.1UnderstandtherequestpreciselyAfterall,itdoesn’treallymatterwhatyouwriteinyourinquiryresponse.Themostimportantthingisthatyouareabletoprovideyourcustomerwiththeinformationtheyneed.Thatisthefirstandmostvitalpriority（首要关键）forthisemailtype.Youmustsendthemtheexactinformation.Wrong,insufficientanduselessdatawillcompletelyshutdownyourchanceofdoingbusinesswiththem.vitalpriority（光顾）1.3.KnowwhatyouaresendingWhilereplyingtoaninquiry,makesureyouknowfirst-handwhatinformationisinthere.Ifthecustomerexplainedindetailthethingtheywant,yourresponseshouldassuretosatisfyalltheirrequests.Manypeopletendtojustattachthecompany’sbrochure

（宣传手册）totheemailandthenclick‘Send’.However,thatissocareless.Thebrochuresimplydoesn’thaveeverything.That’swhycheckingtheitemsyousendisso,socrucial.Youneedtoknownotonlywhichinformationthebrochurehas,butalsowhichinformationitdoesn’thave.Ifthebrochuredidn’tmentionthedatayourcustomerneed,youcaninsertitsomewhere.Ifyoudon’thavetheitem,behonestandtellthemyouwillsenditlater.(Inthiscase,setanexpecteddeadline.Don’tmakethemwait.)

1.4.Don’t

overdowithaddeddata

（添加信息）Youtendtowanttogiveyourcustomerasmuchinformationaspossible.It’seasytounderstand.However,thesecretthatcreatinganeffectiveinquiryresponseisnothingmorethan（无非是）beingrightandenough.Toomuchofinformationwilljustmakethembecome

excessive（过而不当）.Mostofthetime,itwilljustleaveyourcustomerconfusedaswellasirritated（恼羞成怒）.Ifyoureallywanttoaddmore,makesureyoureallyunderstandthecustomer’srequest.Thinkcarefullyaboutwhatwouldtrulybeusefultothem,andattachtheseonly.Nothingmore,nothingless!

UnderstandMainIdeas:

Whatcrucialnotesshouldyourememberwhilereplyingtoanonlineinquiryemailoraninboxmessage?Answer:Whenwritinganinquiryresponse,besidesthebasicformat,youshouldalsounderstandtherequestprecisely,replyassoonaspossible,knowwhatyou’resending,don’toverdowithaddeddata.Whichaspectsdocustomersalwaysinquirefor?Answer:Price,discounts,promotion,paymentmethod,shippingrateandduties.B.UnderstandDetails:

1.What’sthefirstandmostvitalpriorityforwritinganinquiryresponse?A.providingyourcustomerwiththeinformationB.sendingyourcustomertheexactinformationC.givingthemsufficientandusefuldataD.alltheaboveKey:D2.The__________yourespond,themoreprofessionalandthebetterimpressiontheyhaveforyou.soonerquickerfasteralltheaboveKey:D

3.It’s______tojustattachthecompany’sbrochuretotheemailandthenclick“send”.carefulcarelesshelplesshelpfulKey:B4.Toomuchofinformationwilljustmakeyourcustomerbecome______.excessiveconfusedirritatedalltheaboveKey:D

2.

HandlingInquiryforPrice,Discounts,Promotion,PaymentMethod,ShippingRateandDutiesTemplatesTemplate#1:HandleInquiryforPriceDear[CustomerName客户姓名],Thankyousomuchforyourqueryregardingour[Product品名].Inresponsetoyourquestion,theretailpricefor[Product品名]withtheinformationyouprovidedis**$价格/piece.Inadditiontothis,Ihaveattachedthelinktothedetailedproductdescription:[Linktothedescriptionpage描述页面链接]Asyouknow,wewillneedmoreinformation,suchaswayofshippinganddestination,totellyouthefinalcost.Anyway,youwillfindouttheshippingratesandcustomsdutyatthecheckout.Ihopetohearfromyousoon.Thanksagainforyourinterestinus.Warmestregards,

[YourName客服代表姓名][YourCompany公司名称]Template#2:HandleInquiryforDiscount模版二：折扣咨询回复模版Dear[CustomerName客户姓名],Wereceivedyourenquiryaboutthenewdiscountsweofferonour[Product品名].Thankyousomuchforyourinterest!Weareofferingthediscountasarewardforloyalcustomerslikeyou.Pleasefindattachedtothisemaildetailsonthevariousdiscountsavailable.Thediscountsarebasedonthetotalamountofthe[Product品名]purchased.Welookforwardtohearingfromyousoonsothatyoucanenjoythisnewoffer.Please,docontactusifyouhaveadditionalqueries.Thanksagain!Bestregards,

[YourName客服代表姓名][YourCompany公司名称]Template#3:HandleInquiryforSalesPromotion模版三：促销资讯回复模版Dear[CustomerName客户姓名],Thankyouforyourquestionaboutournewpromos.

Theoneyouhavespecificallymade

inquiries

aboutisthe

“[Product品名]sales–buyonegetonefree

（买一送一）”

Weofferjustone[Product品名]

toeachcustomerthatpurchasesa

[Product品名]

inourstore.Thisoffercontinues

to

theendof[DeadlineoftheSales促销截止日期],by[Time日期]noontobeprecise.The[CompanyName公司名称]willnotbeextendingthepromointothemonthbecausewehaveotherspecialofferswhicharequiteattractiveandcustomerscanbenefitfromthoseaswell.

Wehopeourresponsehassatisfiedyourrequest.Shouldtherebeanyquestion,pleasefeelfreetocontactus.Welookforwardtohearingfromyou.Yourssincerely,[YourName客服代表姓名][YourCompany公司名称]buyonegetonefree

（买一送一）MoreexpressionsaboutsalespromotionTemplate#4:HandleInquiryforPaymentMethodDear[CustomerName客户姓名],Firstofall,wewouldliketoexpressourthanksforyourinterestinour[Product品名].Regardingyourinquiryaboutthepaymentmethod,wearehappytotellyouthatyoucanpayforyourbillsbyusing

debit（借记卡）oravalid

creditcardfrom[UnionPay,Mastercard,Visa,orAmericanExpress….银联/万事达/维萨卡/美国运通等]Weadditionallyoffersupportfor[PayPal,AmazonPay,ApplePay,andGooglePay….贝宝/亚马逊支付/苹果支付/谷歌支付等]

Youcanchoosethesepaymentmethodsatcheckout.Ihopetohearfromyousoon.Thanksagainforyourinterestinus.Warmestregards,

[YourName客服代表姓名][YourCompany公司名称]Template#5:HandleInquiryforShippingRateDear[CustomerName客户姓名],Wereceivedyourenquiryabouttheshippingrateatourstore.Thankyousomuchforyourinterest!Standardshipping,forwhichweuse[

ePacketofChinaPost

中国邮政E邮宝],areusuallyforfree.

Wealsoofferfastshippingonaselectnumberofcountries;dependingontheshippingdestination,theshippingratemayvary.Youcanfindouttheshippingratesatthecheck-out

（结算页面）afterhavingenteredyourdeliverylocation.

Wehopeourresponsehassatisfiedyourrequest.Shouldtherebeanyquestion,pleasefeelfreetocontactus.Welookforwardtohearingfromyou.Yourssincerely,[YourName客服代表姓名][YourCompany公司名称]Template#6:HandleInquiryforCustomsDutyDear[CustomerName客户姓名],Firstofall,wewouldliketoappreciateyourinterestinour[Product品名].Intermsofthetaxforinternationalshipping,deliveries[outsideofChina离开中国

]

willhavetopaycustomtaxes.Dependingontheshippingdestination,customsmayapply.Inmostcountriesandregions,however,personalitemsandlow-costarticlesarefreeofVATandcustomsduty.Formoreinformation,pleaserefertothewebsiteofthelocalcustomshouse.Inthecasethattheclearanceisneeded,[ourdeliverypartner快递合作方名称]willhandlethejobandwill

invoice

（开局发票）

youinlocalcurrencyforthedutiesandtaxeslinkedtoyourorder.Pleasedonothesitatetocontactusatanytime.Verysincerely,[YourName客服代表姓名][YourCompany公司名称]C.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.checklist,readitthoroughly,accuracy,brochure,irritated,giveproperpriorityto,vitalpriority,excessive

1.Thatisthefirstandmostvitalpriorityforthisemailtype.

2.So,wheneveryoureceiveaninquiry,takeyourtimeandreaditthoroughly.Afterthat,respondwiththesamecarefulness.Understandwhattheywant,howtheywantitandsendittothem.3.Youcanalsomakeachecklistoftherequesteditems.Itwillhelpyoupreparethestuffaswellaschecktheaccuracyofyourrespondlater.

4.

Youshouldgiveproperpriority

toyourcustomer’sinquiry.Ifpossible,trytoreplythemrightafteryoureadtheirmessage.

5.

Manypeopletendtojustattachthecompany’sbrochuretotheemailandthenclick‘Send’.However,thatissocareless.

6.

Toomuchofinformationwilljustmakethembecomeexcessive.Mostofthetime,itwilljustleaveyourcustomerconfusedaswellasirritated.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.最重要的是你能够给客户提供他们所需要的信息。(provide…with…)Themostimportantthingisthatyouareabletoprovideyourcustomerwiththeinformationtheyneed.

2.你不仅需要清楚产品手册上哪些信息有，还需要知道哪些信息没有。

(brochure)Youneedtoknownotonlywhichinformationthebrochurehas,butalsowhichinformationitdoesn’thave.3.有效咨询回馈的秘诀是言之凿凿、要言不烦。(nothingmorethan)Thesecretthatcreatinganeffectiveinquiryresponseisnothingmorethanbeingrightandenough.4.诚如您所知，为了计算最终费用，我们还需要了解更多的信息，如运输方式和目的地。当然，您在结算页面就会知道运费和关税。(checkout)Asyouknow,wewillneedmoreinformation,suchaswayofshippinganddestination,totellyouthefinalcost.Anyway,youwillfindouttheshippingratesandcustomsdutyatthecheckout.5.您关于支付方式的咨询，我们很高兴地告诉您，您可以使用UnionPay,Mastercard,Visa,或AmericanExpress的借记卡或有效信用卡进行支付。此外，我们也支持PayPal,AmazonPay,ApplePay,和GooglePay等支付方式。(payforyourbills)Regardingyourinquiryaboutthepaymentmethod,wearehappytotellyouthatyoucanpayforyourbillsbyusing

debitoravalidcreditcardfromUnionPay,Mastercard,Visa,orAmericanExpress.WeadditionallyoffersupportforPayPal,AmazonPay,ApplePay,andGooglePay.E.BuildYourReplytoInquiryMakearesponsetohandleinquiryforpricebasedontheinformationbelow.Customer:LisaLowe;Inquiry:forthetotalprice;Product:

Plaindress;Price:21$;Company:Missguided;Representativename:NinaWestwood;Sample:DearLisa,Thankyousomuchforyourqueryregardingourplaindress.Inresponsetoyourquestion,theretailpriceforthedresswiththeinformationyouprovidedis21/piece.Inadditiontothis,Ihaveattachedthelinktothedetailedproductdescription:https://www.missguided.co.uk/blue-chiffon-tiered-smock-dress-10199604Asyouknow,wewillneedmoreinformation,suchaswayofshippinganddestination,totellyouthefinalcost.Anyway,youwillfindouttheshippingratesandcustomsdutyatthecheckout.Ihopetohearfromyousoon.Thanksagainforyourinterestinus.

Warmestregards,

NinaWestwoodMissguided

2.Makearesponsetohandleinquiryforsalespromotionbasedontheinformationbelow.Customer:LisaLowe;Inquiry:forthesalespromotion;Product:

KhakiBasicT-ShitDress;OriginalPrice:12.00£;SalePrice:10.8£;Sales:10%off;DeadlineoftheSales:October15th,12:00pm.;Company:Missguided;Representativename:NinaWestwood;Sample:DearLisa,Thankyouforyourquestionaboutournewpromos.

Theoneyouhavespecificallymade

inquiries

aboutisthe

“KhakiBasicT-ShitDresssales–10%off”.Thisoffercontinues

to

theendofOctober15th,by12:00noontobeprecise.TheMissguidedwillnotbeextendingthepromointotheNovemberbecausewehaveotherspecialofferswhicharequiteattractiveandcustomerscanbenefitfromthoseaswell.

Wehopeourresponsehassatisfiedyourrequest.Shouldtherebeanyquestion,pleasefeelfreetocontactus.Welookforwardtohearingfromyou.

Yourssincerely,NinaWestwoodMissguided3.MakearesponsetohandleinquiryforPaymentMethodbasedontheinformationbelow.Customer:LisaLowe;Inquiry:forthetotalprice;Product:

BlueChiffonTieredSmockDress;PaymentMethods:PayPal,ApplePay,Alipay,Visa,Mastercard,UnionPay;Company:Missguided;Representativenam