跨境电商客户服务英语 课件 Task 2 欢迎词、问候语类电邮的书写、Task 3 How to Handle Online Inquiries for Product

跨境电商客户服务英语（第一版）导论目录Contents第一章售前服务电子商务客户服务渠道与客服咨询模板任务1产品描述要点、案例与模板任务7拒绝买家的折扣要求任务2欢迎词、问候语类电邮的书写任务3产品信息咨询任务5如何书写催促付款电邮任务6接受买家的折扣要求任务4

关于价格、折扣、促销、付款方式、运费和关税咨询目录Contents第二章售中服务任务8订单确认函任务14订单取消确认函任务9发货通知任务10发货延误任务12修改发货地址要求任务13发货过程中常见问题的处理：错发、丢件、货物破损任务11关于发货、到货时间的咨询内容提要1.Whatisawelcomeemail?欢迎辞、问候语类电邮（站内信）的定义

2.Whywelcomeemailsmatterfore-commerce

欢迎辞、问候语类电邮的重要性

3.

Structuringyourfirstwelcomeemail

欢迎辞、问候语类电邮的主要构成4.WelcomeEmailSubjectLinesInspiration欢迎辞、问候语类电邮的标题栏设计5.CommonWelcomeEmailTemplates常见欢迎辞、问候语类电邮类型的模版Task2:HowtoWriteWelcomeE-mail任务二:欢迎辞、问候语类电邮（站内信）的书写【内容提要】欢迎辞、问候语类的电邮/站内信，是电商客服在售前阶段的第一项典型工作任务，也是电商客服岗位的必备技能。本节主要介绍该类邮件的定义、意义、主要构成内容、标题栏设计，以及常见六大类型欢迎辞电邮的模版。知识目标：理解欢迎辞、问候语类电邮/站内信的定义、重要性，掌握该类电邮的基本构成部分，以及常用英语词汇和基本句型。能力目标：通过模版学习，能够根据公司和产品基本信息，能够选用抓人眼球的邮件标题，并能够高效书写符合规范，且富有人情味的“欢迎光临”类的电邮。Whatisawelcomeemail?

Awelcomeemail,oftenpartofaseriesofonboardingemails（欢迎加入电邮）,istheveryfirstemailcommunicationyouhavewithashopperorcurrentcustomer.Itisthefirstinteractionyourbusinesshaswithyournewsubscriber

（订阅用户）afterhe/sheconfirmshavinganinterestinyou.

Themaingoalofthismessageistogreetyournewsubscribers,toconfirmanewregistrationandtorespondtocustomer’sreach-outinanykinds.Hence,thiscommunicationcouldbeasubscriptionconfirmationor,insomecases,apost-purchaseemail.

Thewelcomeemailyousendsetsthefoundationfortherestofyourcommunicationswithanewcustomer.Itgivesyouthechancetomakeagoodfirstimpression.Itisyourinroad,yourchanceofbuildingafruitfullastingrelationshipwithyourcustomers.

Youshouldsendthisemailwhenyoursite’svisitorsubmits（提交）

thesignup

（注册）formofyourwebpage.Usually,retailersuseanautomatedworkflow

（工作流）sotheywouldn’tmisswelcominganyoneandsending“thankyouforsigningup”email.

Dependingontheaction—suchasmakingapurchase,orjoiningyourcompanynewsletter—yourwelcomemessageistheonebroadcast

everyonewillsee,whichmeanstheimpressionitleaveswillcompoundovertime.Remember,youcandoitonlyonce.Youmustnailit（搞定）.

workflow

（工作流）A.UnderstandMainIdeas:1.Whatisawelcomeemailinecommerce?B.UnderstandDetails:1.Whatisthemaingoalofsendingwelcomemessage?A.togreetnewsubscribersB.toconfirmanewregistrationC.torespondtocustomer’sreach-outinanykindsD.alltheabove2.WhichisNOToneofthekeyobjectivesinE-commercewelcomeemails?A.increasingtheopeningrateofyourstoreB.adazzlingfirstimpressionC.acontinuousconversationwithsubscribersD.encouragingsubscriberstore-visitandshopatyourstoreWhywelcomeemailsmatterfore-commerceYoumightbesurprisedtolearnthatwelcomeemailshaveamuchhigheropenratethantheaverageemailcampaign.

Validity,oneofthemosttrustednamesincustomerdataqualitydidaresearchwhichshowsthatwelcomeemailshaveanaveragereadrateof34%,whichis

42%higherthantheaverage.Andknowingyou’reworkingwithamorecaptivecustomer

（死忠用户）,youcanaccomplishafewkeyobjectivesinyoure-commerce

welcomeemails,suchas:captivecustomer

（死忠用户）Captivecustomersarethecustomerswhoare“captured“byaproduct/vendorandareresistanttouseanotherproduct/vendorprimarily.

MakeadazzlingfirstimpressionAbeautifullydesignedwelcomeemailthatreinforcesyourbranding,image,

andofferingscanhelpremindcustomerswhytheysignedupinthefirstplace.ContinuetheconversationwithcustomersWelcomeemailsalsoallowyoutostaytopofmind（首要考虑）withcustomersbyopeningupopportunitiesforengagementanddiscovery.DrivecustomersbacktoyourstoreorsiteWithastrongCTA(CallToAction)andanofferthatencouragessubscriberstore-visitandshopatyoure-commercestore,theykeeptraffic（网络流量）flowingbacktoyourwebsite.Withthisunderstandingofwhatwelcomeemailscandoforyourbusiness,readonforalookatsomewaysofcreatingawelcomeemailseriesthatstandsoutfromthecrowd.StructuringyourfirstwelcomeemailYou’llnotice

thatwelcome

emailsarebroadlymadeofthefollowingthreeparts:Tellingthebusiness’sstory(andcommunicatingthebrand).

It’simportanttotellyourstorytohumanize（使人性化）yourbrandandgiveshoppersareasontorallybehindyourbrand.2.Showcasingastore’sproducts.

Attheendoftheday,thegoalofeveryonlinestoreistosellproducts.Onewaytodothatistohighlightyourmostpopularproducts.Remember,

manysubscribers

willnotbeawareofyourentirelineofproducts.3.Makingspecialoffers

（特价）toencourageareturnvisit.

Ifyoushowusersthatyou’llprovidevalue,they’llbemorelikelytotrustyourbrandandreciprocate（报答）.3.Whatshouldwelcomeemailusuallyincorporate?Tellingthebusiness’sstory(andcommunicatingthebrand).

Showcasingastore’sproducts.

Makingspecialofferstoencourageareturnvisit.3.Whatisthepointtotellthebusinessstoryinwelcomeemail?A.Becausethegoalofeveryonlinestoreistosellproducts.B.Becausemanysubscribers

willnotbeawareofyourentirelineofproducts.C.Becausesubscriberswillbemorelikelytotrustyourbrandandreciprocate.D.BecauseIt’simportanttotellyourstorytohumanizeyourbrandandgiveshoppersareasontorallybehindyourbrand.Key:D4.Ifyouneedtowriteawelcomeemailtoshowcaseyourproductorservice,whichtypeoftemplateshouldyouuse?A.TheWelcomeEmailthatComesfromanActualHumanBeingB.The“WelcometoYourTrial”EmailC.TheProduct-FocusedWelcomeEmailD.TheFreeGiftWelcomeEmailKey:CWelcomeEmailSubjectLines（标题栏）InspirationIfyouwanttobealittlemorecreative,herearesomefunwelcomeemailsubjectlinesyoucangetinspiredby.Welcometo…Let’sgettoknoweachother…Hi(name).Nicetomeetyou!Welcometo…(discountinside)WelcomeGift🎁Thiswasagooddecision.You’rein.Welcometo…SubjectLines（标题栏）

CommonWelcomeEmailTemplatesTemplate#1：

TheWelcomeEmailthatComesfromanActualHumanBeingBrandsthatpresenttheirpromotionalemailsascomingfromarealpersonontheirteam(suchasthecompany’sfounderorCEO)experiencehigheruniqueclickrates（点击率）.

Personalizedwelcomeemailscreatethefeelingofa

one-on-onepurchasingexperience

（一对一服务购物体验）,

increasingtrustandloyalty（忠臣度）.Apersonalizedwelcomeemailisaperfectopportunitytoaskcustomersfortheirfeedbackorpreferences,helpingyoutotailor（定制）andsegment

（细分）futureemails.Template:Hey[customername

客户姓名],I’m[founder’sname始创人姓名],thefounderof[companyname

公司名]andI’dliketopersonallythankyouforsigninguptoourservice.Weestablished[companyname公司名]inorderto[mission/valuesofcompany

公司使命/价值观].I’dlovetohearwhatyouthinkof[product产品名]andifthereisanythingwecanimprove.Ifyouhaveanyquestions,pleasereplytothisemail.I’malwayshappytohelp![founder’sname始创人姓名]Theabovetemplateisbestusedsoonafteracustomermakestheirfirstpurchase,preferablyafterapurchaseconfirmationemailhasbeensent.Byestablishingawarm,personaltone（个人语气）,thisemailhelpsyoutosparkaninitialinteractionwithyourcustomer.Template#2：The“WelcometoYourTrial”EmailThefreetrial（免费试用）welcomeemailissenttopotentialbuyerswhohavesignedupforafreetrialofyourproductorservice.Thisemailisnormallyfollowedbyaseriesofemailsencouragingtheusertosignupforapaidplan（付费套餐）.Template:Hi[customername

客户姓名],Welcometo[product/service

产品/服务名].Yourfreetrialstartstoday.Whathappensnext?Keepaneyeonyourinboxaswe’llbesendingyouthebesttipsfor[product/service

产品/服务名].Wanttogetmoreoutof[product/service

产品/服务名]?Chooseaplanbelow…[paidplanlink

付费套餐链接]Cheers！[representative’sname客服代表姓名]Keepaneyeonyourinboxaswe’llbesendingyouthebesttipsfor[product/service].请留意您的收件箱，我们即将给您发去关于我们产品/服务的最好建议。Afreetrialwelcomeemailcanincludelinkstoproductorservicetrainingormoreinformationaboutyourbrand.Keepthesesuggestionssimple;

usersdon’twanttofeeltoooverwhelmed（不知所措）byyourfirstemail.

Youcansendfurtherproduct/serviceinformationinfutureemails,inadditiontostatingthebenefitsofsigningupforapaidversionofyourproduct.Template#3：TheProduct-FocusedWelcomeEmailTheproductintroductionwelcomeemailhelpstoprovidevaluebyshowcasingyourproductorserviceinaformatwhichiseasyforyourcustomertodigest.Usingavideo

orwebinar

（网络研讨会）tointroduceyourproductallowsyourcustomertofeellikethey’regainingone-on-onesupportwithoutthetimeorexpenseofactualone-on-oneguidance.Template:Hi[customername

客户姓名],Welcometo[product/brand

产品/品牌名].We’rethrilledtoseeyouhere!We’reconfidentthat[product/service

产品/服务名]willhelpyou[summaryofkeybenefitorbenefitsofproduct/service

简述产品/服务主要用途].Gettoknowusinour[title

视频名称]video.You’llbeguidedthrough[product/service

产品/服务名]byour[nameofemployeeandwhattheydo

视频中员工名字与其职务]toensureyougettheverybestoutofourservice.Youcanalsofindmoreofourguidesheretolearnmoreabout[product/service

name产品/服务名].Takecare!

[representative’sname客服代表姓名]You’llbeguidedthrough[product/service

产品/服务名]byour[nameofemployeeandwhattheydo

视频中员工名字与其职务]toensureyougettheverybestoutofourservice.我们的***，将引导您了解我们的产品/服务，以确保您享受到我们最佳的服务。Template#4：TheFreeGiftWelcomeEmailSpecialoffersanddiscountsarehighlyeffectiveinencouragingsales,especiallyifyouruserhasjustsignedupforafreetrial.Youcouldofferasimplediscountcodeorafreeproducttoprovideimmediatevaluetoyourcustomers.

Givingyourcustomersanunexpected“gift”alwayshelpstogenerateloyalty.Template:Hi[customername

客户姓名],Thanksforsigningupto[product/service

产品/服务名]!Asaspecialthankyou,we’regivingyou**%offwhenyousignupforapaidplan.Simplyusethecouponbelowatthecheckout.[Discountcode折扣码]Takecare!

[representative’sname客服代表姓名]WhilediscountsareusedofteninB2Cwelcomeemails,theycanworkforB2B,especiallyifyouwishtoprovideaspecialofferorwelcomepackage.Asaspecialthankyou,we’regivingyou**%offwhenyousignupforapaidplan.为了特别鸣谢，在您注册付费方案，我们将为您献上**折优惠。Template#5：The“ThanksforSubscribing”WelcomeEmailThiswelcomeemailisforwebsitevisitorswhocompleteaformtoreceiveacontentresourceorsubscribetoyournewsletter.Offeringcontentdownloadsisaveryeffectivestrategyforbuildingyoursubscriberlist,butyou’llneedto

nurture

（培养）yournewcontactsearlyandoftenifyouwanttoputthemonabuyingpath.Though“thanksforsubscribing”emailscanbekeptverysimple,youshouldstillusethisopportunitytointroduceyourotherproductsoryourbusinessasawayof

weedingout（剔除）thosewhomaybeonlyinterestedinyourdownload.Template:Hi[customername

客户姓名],Thanksforsigningupfor[storename

店名]!Aspromised,hereisthelinkforyourfree[nameoffreeoffering

赠品名].[Link/calltoaction

链接/行动呼吁]Ifyou’dlikemorehelpfultipson[subject特定内容],visitourblogandourresourcepages:[link

链接]Or,visit[websitepage

网页]ifyouwereinterestedinlearningmoreabout[producttypeyouoffer

产品类型].Replytothisemailifyouhaveanyquestions.I’mheretohelp!best,

[representative’sname客服代表姓名]Template#6:TheOnboarding

（加入）WelcomeEmailTheonboardingwelcomeemailisthefirstmessageinaseriesintendedtosteer

（引导）customersintherightdirectionafterapurchase,helpingtoengageandnurturethem.Youcanaskquestionstohelpsegmentyourcustomersforfutureemailsandgivethemaheads-up

（预告）thatyou’llbesendingthemfuturecontent.Template:Hi[customername

客户姓名],Thanksforjoiningusat[nameofcompany公司名].Webuilt[product

产品]as[storybehindit产品背后的故事].We’dlovetoknowwhyyousignedupfor[product产品].Yourfeedbackhelpsustomakesurethatwe’redeliveringexactlywhatcustomerswant.Justhitreplyandletmeknow.Overthenextfewweeks,we’llbesendingyouafewmoreemailstohelpyougainmaximumvaluefrom[product产品].We’llshareourfavoritetipsandprovidesomeexcitingbehind-the-scenesinformation.Thanks!Yourfeedbackhelpsustomakesurethatwe’redeliveringexactlywhatcustomerswant.您的反馈有助于确保我们的服务正式客户所需求的。C.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.subscriber;captive;loyalty;submits;onboardingemails;automatedworkflow;one-on-onepurchasingexperience;1.Awelcomeemail,oftenpartofaseriesofonboardingemails,istheveryfirstemailcommunicationyouhavewithashopperorcurrentcustomer.2.Itisthefirstinteractionyourbusinesshaswithyournewsubscriberafterhe/sheconfirmshavinganinterestinyou.3.Youshouldsendthisemailwhenyoursite’svisitorsubmitsthesignupformofyourwebpage.4.Usually,retailersuseanautomatedworkflow

sotheywouldn’tmisswelcominganyoneandsending“thankyouforsigningup”email.

5.Andknowingyou’reworkingwithamorecaptivecustomer,youcanaccomplishafewkeyobjectivesinyoure-commerce

welcomeemails.

6.Personalizedwelcomeemailscreatethefeelingofaone-on-onepurchasingexperience,

increasingtrustandloyalty.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.提供特价产品有助于用户再次光顾。如果你向用户展示你可以提供有价值的东西，那么他们很可能会信赖你的品牌并且给予回报。(specialoffers)Makingspecialofferstoencourageareturnvisit.

Ifyoushowusersthatyou’llprovidevalue,they’llbemorelikelytotrustyourbrandandreciprocate.

2.人性化的欢迎辞电邮能打造一对一的购物体验，并建立信任和忠诚度。(one-on-onepurchasingexperience)Personalizedwelcomeemailscreatethefeelingofaone-on-onepurchasingexperience,

increasingtrustandloyalty.3.用户不希望被第一封邮件就弄的晕头转向。(overwhelm)

Usersdon’twanttofeeltoooverwhelmedbyyourfirstemail.

4.虽然“感谢订阅”类电邮可以写地很简单，但是你因该借机介绍其他产品或者业务，这样你就能剔除那些只对所下载的产品感兴趣的用户。(weedout)Though“thanksforsubscribing”emailscanbekeptverysimple,youshouldstillusethisopportunitytointroduceyourotherproductsoryourbusinessasawayof

weedingoutthosewhomaybeonlyinterestedinyourdownload.

5.你会惊讶地发现，欢迎辞电邮的打开率远高于营销类电邮的平均水平。(emailcampaign)Youmightbesurprisedtolearnthatwelcomeemailshaveamuchhigheropenratethantheaverageemailcampaign.

E.BuildYourWelcomeEmailWriteawelcomeemailinthenameofthecompany’sCEOupontheinformationgivenbelow.Customer:JenniferJoyce;Product:

TheDayHeel;Company:EverlaneFASHION&ACCESSORIES;FounderandCEO:MichaelPreysman;Companyslogan:sassy,yetclassySample:HeyJennifer,I’mMichaelPreysman,thefounderofEverlaneandI’dliketopersonallythankyouforsigninguptoourservice.

WeestablishedEverlaneinordertopursuethevalueof“sassy,yetclassy”.I’dlovetohearwhatyouthinkofTheDayHeelandifthereisanythingwecanimprove.Ifyouhaveanyquestions,pleasereplytothisemail.I’malwayshappytohelp!

Warmregards!MichaelPreysmanTheFounderandCEOofEverlaneFASHION&ACCESSORIES2.

Writeawelcomeemailwhileintroducingotherproductupontheinformationgivenbelow.

Customer:PaloAlto;Product:

SoloStoveLite;Company:SoloStove;Representativename:TerryJoseph;Productbenefits:eco-friendly,wood-burning,lightweight,fast&efficient,doublewall.Sample:HiPalo,WelcometoSoloStoveInc.We’rethrilledtoseeyouhere!We’reconfidentthatSoloStoveLitewillhelpyouandfriendstogatheraroundfirewhilemaintaineco-friendly,fast&efficientbecauseofthewood-burning,anddoublewalldesignandlightweightbody.Gettoknowusinourintroductionvideo.You’llbeguidedthroughSoloStovebyourTerryJoseph,thecustomerrepresentativetoensureyougettheverybestoutofourservice.YoucanalsofindmoreofourguidesheretolearnmoreaboutSoloStoveLite.

Takecare!

TerryJosephCustomerRepresentativeSoloStoveInc.跨境电商客户服务英语（第一版）内容提要TheMajorPrinciplesforHandlingOnlineInquiriesforProducts

产品信息咨询的主要原则2.TemplesforHandlingOnlineInquiriesforProducts产品咨询主要模版Task3:HowtoHandleOnlineInquiriesforProduct任务三:产品信息咨询【内容提要】售前环节的咨询的焦点往往集中于产品本身，因此产品信息咨询是该工作流程中最重要的典型工作任务。本节具体描述该工作任务需要遵循的客服原则，并介绍七大类常见咨询模版。知识目标：理解产品信息客服咨询工作所遵守的基本原则，掌握有关常用英语词汇、电商术语和基本句型。能力目标：通过该节的学习，能够掌握如何回复针对产品信息咨询，书写符合客服职业标准的电邮。

TheMajorPrinciplesforHandlingOnlineInquiriesforProductsCustomersupportisavitalpartofacompany’sorganizationalstructure.Withoutthissupport,customers’inquirieswillgounattended

（无人问津）

andangrycustomerswillpileup（累计）.Potentialleadsmightslipawayjustbecauseacustomerrepresentativedidn’tattendtohisneeds.Anangrycustomermightrantonsocialmediaanddamagethereputationofyourcompanyjustbecauseoneofyouragentswasn’tabletorespondtothecustomer’sinquiry.Thepresenceofaneffectivecustomersupportisrequiredsimplybecausetheyhavetoattendtotheneedsofanycustomerinquiries.Customerswillalwayshavealotofquestionsaboutyourproductsandservicesnomatterhowmanytimesyou’veexplainedittothem.Anefficientandeffectivecustomersupportisnecessarytoattendtotheirneeds.Differentsituationscallfordifferentresponses.Whileautomatedresponse

（自动回复）canhelpincreaseproductivity

（工作效率）ofemployeesandhelplessenthetimetheyspendonwritingscriptsandpitches,havingapersonalized

（个人定制）responsewillgoalongway.Acustomerwillfeelmoreappreciatedandspecialwhenacompanyresponsetohimwithacustomized,heartfeltreplyasopposedtosomeheartless（马虎）,callous（麻木）responsefromacomputer-generated（计算机生成）message.Customerinquiriesarejustinquiriesatthebeginning.Whenyouplayyourcardsright,thesecustomersmaybecomeoneofyourbiggestclients.Learnfromtheseusefultipswhenhandlinge-mailenquiriesfromclients:workflow

（工作流）1.1BePrompt!Promptresponseisimportantandspeaksvolume（表明观点、意见）thatyoucareabouttheneedofthecustomerandthatyouvaluethemandtheirtime.speaksvolume（表明观点、意见）

Ifsomethingspeaksvolumes,

itmakesan

opinion,characteristic,orsituationverywithouttheuseofwords:

Shesaidverylittlebutherfacespokevolumes.1.2BeCertainByRestating…Forclarity,youmayneedtorestate

（再次陈述）theinquirybeingmadeinyouremailsoastoensureyouareinline.“Wereceivedanemailregardingyourinquiryaboutthesalesofournewlineoft-shirtsandbaseballcap”.

Thisway,youhavestatedthepurposeofthemail,andyouhavealsomentionedthoseitemsorproductsthecustomerisinquiringaboutwithoutnecessarilyassuming.Ifthecustomerisnotmakinginquiriesaboutthoseproducts,youwouldhaveavoidedabigmisunderstandingthisway.1.3PleaseReferInthecasewherebythecompanyororganizationdoesnothavetheservicesorthoseproductsbeingenquired,donothesitatetoreferthecustomerifneedbe.Thiscommunicatesthatyouhavethecustomer’sinterestatheartandcouldbeagreatfoundationforotherprofitablebusinesstransactionthatwillbebasedontrust.Itis,however,importantNOT

torefertoacompanyororganizationyouhavenorelationshipwith.Ifyoucannotguaranteetheintegrity,customercareservicesorexcellenceinservicesofanorganization,donotrefertheclienttosuch.Itisalwayspreferablenottomentionaspecificcompanyinthiscasewhenyoudonotknowanythatcandeliveraccordingly.1.3PleaseReferInthecasewherebythecompanyororganizationdoesnothavetheservicesorthoseproductsbeingenquired,donothesitatetoreferthecustomerifneedbe.=Inthecasebywhichthecompanyororganizationdoesnothavetheservicesorthoseproductsbeingenquired,donothesitatetoreferthecustomerifneedbe.在公司不具有所询问的服务或者产品的情况下，如有必要，不要犹豫向用户推荐其他产品。“Therearesomeotherstoresine-Baythatmakethosegoodsavailable”“Webelieveyouwillfindthefollowingitemsinastoreatthefollowinglink:[ProductLink]”Insomecases,youmayneedtorequestpermission

toreferifyouhavegoodbusinessrelationshipwithotherorganizationthatcouldofferthoseproductsorservices,especiallywhenyoucanvouchfor（确保）theirintegrity.

Youneedtobeawarethattheintegrityofyourcompanyisontheline（承受风险）whenyoureferinmostcases.“Ifyoudonotmind,wemayreferyoutosomestoresthatoffertheproductsyourequestedfor…”vouchfor(someone/something):youknow

fromexperience

thatsomethingistrue

orgood,orthatsomeoneishonest

andhasagoodcharacter:e.g.Patriciahascheckedthereportsandanvouchfortheaccuracyoftheinformation.

ontheline:tobeatriske.g.Almost3,000jobshavebeenlostrecently,andfurther2,000areontheline.1.4AddressThePointsAddressclearlyeachpointintheinquiryoneaftertheother.Youmayneedtohighlightthesepointsafterreadingandrereadingtheemail.Itisimportanttoreadmorethanoncethistypeofemailespeciallyiftheinquiriesareaboutmultipleservices（多项服务）ormorethanoneproduct.multipleservices（多项服务）1.5LetThePicturesAndDocumentsSpeakYoumayneedtoattachpictures(ofproductswherenecessary)andotherrelevantdocumentsincaseswherebyit’scrucialtodoso.1.6StayFocusedYourresponseaboutaninquiryshouldnotcarryanoteofpersuasion.Itismeanttogiveinformation.Itisnotanopportunitytomarket.However,itisimportanttogivenecessaryinformationaboutthegoodsorservicesofinquiredabout.Youmayhighlightthefeaturesoftheproductsandnotgobeyondthattopersuadethecustomer.Itisunprofessional.Yoursolepurposeofrespondingtotheemailistomeettheneedofgettingrelevantinformation.Hopefully,theinformationyougivemayresultinabusinesstransaction.However,whethertheinquiryleadstoabusinesstransactionornot,makesureyouleaveanimpressioninthemindofyourclient.Theinquirymadewasborneoutof

（由于…而产生）animpression.Itisgreattobuilduponthatfirstgoodimpression.1.7BeConsciousofCourtesyCourtesy

（礼貌）isrequiredinabusinessemail.Withoutsoundingcondescending

（居高临下）,givethenecessaryinformationandexplanationrequired.Whilesomemattersinvolvingyourlineofwork

（工作内容）areeasyandfamiliartoyou,thesemayseemtechnicalorunfamiliartothepotentialclientmakinginquiries.1.8KeepItSimpleandPlainIfpossible,avoidtheuseoftechnicalterms

（专业术语）asmuchasyoucan.Thepurposeofcommunicationisdefeatedifthepartybeingcommunicatedtofindsitdifficulttounderstand.Useplainandsimplelanguage.Thepurposeoftheemailistocommunicateandbringaboutunderstanding.Thisiseasilyachievedthroughtheuseofsimplelanguage.BeConciseAndProfessionalThereisnoneedtomaketheemailalongread.Makeashortandnicetoread,makingsureitisstillprofessional.A.UnderstandMainIdeas:1.

Whatprinciplesshouldbefollowed,whencustomerrepresentativehandleonlineinquiriesforproduct?Themajorprinciplesincludebutnotlimitedtobeprompt,becertainbyrestating,pleaserefer,addressthepoints,letthepicturesanddocumentsspeak,stayfocused,beconsciousofcourtesy,keepitsimpleandplain,conciseandprofessional.2.What’suseofclarity,thatis,restatingtheinquirybeingmadeinyouremail?A.you’vestatedthepurposeofemailB.you’vementionedthoseitemsorproductsthecustomerisinquiringaboutC.youcanavoidmisunderstandingssometimesD.alltheaboveKey：DB.UnderstandDetails:1.

“Ifyoudonotmind,wemayreferyoutosomestoresthatoffertheproductsyourequestedfor…”Whatareyoudoingbysendingthesewords?You’regivingpromptresponse.You’rerequestingpermissiontorefer.You’rerestatingtheinquiry.Noneoftheabove.Key:B2.

Yourresponseaboutaninquiryshouldnotcarryanoteof_____.PromiseDocumentsInformationPersuasionKey:D3.

“Ifpossible,avoidtheuseoftechnicaltermsasmuchasyoucan.”Findoutthesamemeaningfromthefollowingchoices.simplewordsplaintermsjargonseasytermsKey:CTemplesforHandlingOnlineInquiriesforProducts产品咨询主要模版Template#1:inquiryforspecificinformation模版一:具体信息咨询Dear[CustomerName客户姓名],Thankyouforyourinterestinour[product品名].Weareexcitedtohearfromyou.Inresponsetoyourenquiry,pleasefindattachedtothisemailthelinktothedetailedproductdescription.Wehopetheinformationprovidedinitanswersyourquery.However,pleasedonothesitatetocontactusforfurtherclarificationasneeded.Welookforwardtoyourpatronage

（光顾）.Bestwishes,[YourRepresentativeName客服代表姓名]

[YourCompanyName公司名称]Template#2:inquiryfortheoverallinformation模版二：整体信息咨询Dear[RecipientsName收信人姓名],Firstofall,wewouldliketoexpressourthanksforyourinterestinourproduct.Regardingyourinquiry,wearehappytoprovideyouourproductbrochure.Pleasenotethatthebrochureincludedalltheinformationyouaskedfor.Bothitemsareattachedattheendofthisemail.Inadditiontotheitemsabove,wehavealsoenclosedacatalog(presentingdifferenttypesof[ProductName品名]

available)andourLogisticsguidelineofthisproduct.Webelievethatthiswillbeofhelptoyou.Wehopeourresponsehassatisfiedyourrequest.Shouldtherebeanyquestion,pleaseBestregards,

[YourRepresentativeName客服代表姓名]

[YourCompanyName公司名称]Template#3:inquiryforproductimageaccuracy

模版三：关于图片与产品是否一致Dear[CustomerName客户姓名],Thankyouforyourquestionaboutour[product品名].

Theoneyouhavespecificallymade

inquiries

aboutisthe

“iftheproductisexactlywhatitlooksinthephoto”,weareproudtosayYES.

Foryears,[companyname公司名称]buildsthereputa