跨境客户服务与市场开发学习通超星期末考试答案章节答案2024年

跨境客户服务与市场开发学习通超星期末考试章节答案2024年某公司从工厂购进1000件商品，价格为每件100元，已知该商品增值税率为17%，退税率为13%。请计算单位商品的退税额。Acompanybuys1,000goodsfromafactoryatapriceof100yuaneach,anditisknownthatthevalue-addedtaxrateofthegoodsis17%andtherebaterateis13%.

Pleasecalculatethetaxrefundperunitofmerchandise.

答案:单位商品退税额＝100÷1.17×13%=11.11元Taxrefundperunitofgoods=100÷1.17×13%=11.11yuan做到有效报价的方法是什么？Whatisthewaytomakeavalidquotation?

答案:报价前充分准备，针对了解客户需求和市场调研（2分）；选择合适的价格术语

（1分）利用合同的其它条件（1分）

报价的有效期

（1分）Fullpreparationbeforequotation,forunderstandingcustomerneedsandmarketresearch(2points);Choosingappropriatepriceterms(1point)Takingadvantageofotherconditionsofthecontract(1point)Validityofoffer(1point)买家搜索的关键词在文本中反复出现大的越多越好。

（

）Buyerssearchforkeywordsthatappearrepeatedlyinthetext,thelargerthebetter.()

答案:错FAB法则中的“F”主要是从产品的属性、功能等角度来进行卖点挖掘。The"F"inFABlawismainlyminedfromtheperspectiveofproductattributesandfunctions.

答案:对亚马逊非常注重对品牌的保护,平台会自动下架侵权跟卖者的商品,因此卖家注册美国商标后将不用担心商品被跟卖。Amazonattachesgreatimportancetobrandprotection,andtheplatformwillautomaticallyremovetheinfringingseller'sgoods,sothesellerwillnothavetoworryaboutthegoodsbeingsoldafterregisteringtheUStrademark.

答案:错为了避免分散客户的注意力，宝贝详情页中，最好不要显示关联销售的产品。Inordertoavoiddistractingcustomers'attention,itisbestnottodisplayrelatedsalesproductsinthebabydetailspage.

答案:错Linkedin平台人二度人脉是指企业的好友，能直接和对方进行沟通的，并且也能得到对方的联系方式。(

)Seconddegreenetworkreferstothecompany'sfriends,candirectlycommunicatewitheachother,andcanalsogeteachother'scontactinformation.()

答案:错包裹超出预计收货时间属于跨境电商售中沟通与服务的内容。Theparcelexceedingtheexpecteddeliverytimebelongstothecontentofcommunicationandserviceincross-bordere-commercesales.

答案:对TheHScodefilledintheinspectionformshallbeconsistentwiththecodeinthecommoditytaxtariffpublishedbytheCustomsinthecurrentyear.报检单上填写的HS编码应与当年海关公布的商品税则中的编码一致。

答案:对跨境电商的售中服务阶段是指客户下单后货物出运的时间段。（

）Thein-saleservicestageofcross-bordere-commercereferstotheperiodoftimewhenthegoodsareshippedafterthecustomerordersthem.

答案:对Forthesamecommodityquoted,thegeneralFOBpriceislowerthantheCIFpricequoted为同一商品报价，一般FOB价格要比CIF价格报的要低

答案:对展会对于外贸企业来说是一种性价比很高的营销推广方式和获客渠道。Exhibitionforforeigntradeenterprisesisacost-effectivewayofmarketingpromotionandcustomerchannels.

答案:对Linkedin是一个很适合C端外贸企业零成本快速获客的平台。(

)LinkedinisaverysuitableforC-endforeigntradeenterprisestoacquirecustomersatzerocost.(

)

答案:错售后客服人员只需要了解退款/退换货流程、纠纷维权规则，对产品相关知识不需要掌握。After-salescustomerservicestaffonlyneedtounderstandtherefund/returnprocessanddisputerightsprotectionrules,anddonotneedtomasterproduct-relatedknowledge.

答案:对阿里巴巴国际站的搜索排名不是实时更新的。

（

）Alibaba'sinternationalsearchrankingsarenotupdatedinrealtime.()

答案:错如果企业试图使客户的预期低一些,那么价格、报装、有形展示等也就应该高些、好些、考究些。Ifcompaniestrytolowercustomerexpectations,thenprices,clothing,physicaldisplay,etc.,shouldbehigher,better,moresophisticated.

答案:错选择FOB报价，在运费和保险费波动不稳的市场条件下对出口方有利（

）FOBquotationisbeneficialtoexportersinvolatilemarketconditionsforfreightandinsurance(

)

答案:对跨境电商客服人员只需专心服务新客户，老客户会自动购物。Cross-bordere-commercecustomerservicestaffonlyneedtofocusonservingnewcustomers,andoldcustomerswillautomaticallyshop.

答案:错跨境电商售中客户服务与沟通涉及的环节有(

）。Thelinksofcustomerserviceandcommunicationincross-bordere-commercesalesare(

).

答案:物流跟踪Logisticstracking;关联产品推介Relatedproductpromotion以下情况中，需要卖家承担售后物流费用的是(

）。Inthefollowingcases,thesellerneedstobeartheafter-saleslogisticscostis().

答案:商品质量问题Commodityqualityproblem;仓库发错货Thewarehousesentthewronggoods人工智能训练师的服务运维职责是什么?Whataretheserviceoperationandmaintenanceresponsibilitiesofartificialintelligencetrainers.

答案:服务流程设计和持续优化Serviceprocessdesignandcontinuousoptimization;服务查询收集和场景挖掘Servicequerycollectionandscenariomining;业务场景解决方案维护与优化Servicescenariosolutionmaintenanceandoptimization在缺货短货类纠纷裁决中，跨境卖家需要提供的材料包括（

）。Intheshort-stockdisputeadjudication,thematerialsrequiredbycross-bordersellersinclude().

答案:整件产品加上包裹重量照片Completeproductwithpackageweightphoto;物流出具的包裹重量证明Parcelweightcertificateissuedbylogistics;发货底单Shippingslip参展企业收集信息的主要包括（）Themaininformationcollectedbyexhibitorsincludes()

答案:哪些会展企业在同行中处于领先地位Whichexhibitionenterprisesareinaleadingpositionamongtheirpeers;哪个会展企业的展会最适合本企业的需求Whichexhibitionenterpriseexhibitionismostsuitablefortheneedsoftheenterprise;国内外市场上，多少会展企业提供本企业的会展服务HowmanyexhibitionenterprisesprovidetheirownexhibitionservicesindomesticandforeignmarketsIntheHScode,preciousmetalsinclude().HS编码中，贵金属包括（）。

答案:Platinumandplatinumgroupmetals铂及铂族金属;gold金;silver银以下各项中属于阿里巴巴国际站获客渠道的是(

)。ThefollowingitemsbelongtothecustomeracquisitionchannelsofAlibabaInternationalStationare().

答案:阿里询盘AliEnquiry;粉丝通FanTong;RFO报价RFOquotation;访客营销Visitormarketing客户分级管理的方法有(

）。Themethodsofhierarchicalcustomermanagementare(

).

答案:小客户管理法Smallcustomer

management;关键客户管理法Keycustomer

accountmanagement;普通客户管理法Commoncustomermanagement义乌国际小商品博览会（义博会）是属于什么性质的展会（

）WhatisthenatureoftheYiwuInternationalSmallCommodityExpo(YiwuExpo)

答案:综合展Comprehensiveexhibition跨境电子商务平台的FAQ的含义是（

）。ThemeaningofFAQofcross-bordere-commerceplatformis().

答案:常见问题解答FrequentlyAskedQuestions如果给潜在客户发跟进邮件但未回复，该怎么办（

）Whattodoifyousendafollow-upemailtoapotentialclientbutdon'trespond()

答案:间隔三天左右再跟进

Waitaboutthreedaysbeforeyoufollowup如果企业善于把握客户预期,然后把客户提供超预期的(),就能够使客户产生惊喜。Ifenterprisesaregoodatgraspingcustomerexpectations,andthenprovidecustomerswithmorethanexpected(),theycanmakecustomerssurprise.

答案:感知价值Perceivedvalue以下选项中属于售前客服人员工作内容的是(

)。Thefollowingoptionsbelongtothepre-salescustomerservicestaffworkcontentis().

答案:接待客户Receivecustomers以下选项中关于售中客户服务与沟通的说法不正确的是（

）。Thefollowingstatementsaboutcustomerserviceandcommunicationinthesaleareincorrect().

答案:售中客户服务与沟通的主要形式包括书信往来、在线即时交流以及部分口语交流Themainformsofcustomerserviceandcommunicationinsalesincludecorrespondence,onlineinstantcommunicationandsomeoralcommunication通常情况下,如果客户下单后未即时付款,卖家应该()。Normally,ifthecustomerdoesnotpayimmediatelyafterplacingtheorder,thesellershould().

答案:通过提醒客户是否有一些关于产品价格、尺寸等问题,并顺便提醒客户付款,承诺付款后会尽快发货Byremindingthecustomerwhethertherearesomequestionsabouttheproductprice,size,etc.,andincidentallyremindingthecustomertopay,promisethatthepaymentwillbeshippedassoonaspossible以下哪一种不是智能客服的常见应用场景?Whichofthefollowingisnotacommonapplicationscenarioofintelligentcustomerservice?

答案:灵活补偿售后问题处理Flexiblecompensationaftersaleproblemhandling（）是一种按照会展项目所花费成本的高低来决定展位价格的方法。()isamethodtodeterminetheboothpriceaccordingtothecostoftheexhibitionproject.

答案:成本导向法Cost-orientedapproach以下哪项不是客户服务岗位的职责?Whichofthefollowingisnotthepostresponsibilityofcustomerservice.

答案:在线接待回答问题Onlinereceptiontoanswerquestions对于修改评价的说法，以下选项中正确的是(

）。Forthemodifiedevaluationstatement,thecorrectofthefollowingis().

答案:协商后可以将中差评修改为好评Afternegotiation,youcanmodifythemediumnegativecommenttoagoodone在B2B平台询盘发送方式一般通过（

）IntheB2Bplatforminquiryisgenerallysentthrough()

答案:邮件mail根据速卖通规定，除特殊类目外的所有类目发货期最长设定限制为（

）。AccordingtoAliExpressregulations,themaximumdeliveryperiodforallcategoriesexceptspecialcategoriesissetto().

答案:7天sevendays中国进出口商品交易会是属于什么类型的展会

（

）WhatkindofexhibitionisChinaImportandExportFair?()

答案:综合展Comprehensiveexhibition（

）是跨境电子商务客户服务和沟通的关键环节，直接关系到交易能否达成。()isakeylinkincross-bordere-commercecustomerserviceandcommunication,whichisdirectlyrelatedtowhetherthetransactioncanbereached.

答案:售中订单的控制与处理Controlandprocessingofin-saleorders以下各项中符合小客户的特点的是(

)。Thefollowingitemsmeetthecharacteristicsofsmallcustomersare(

).

答案:订单量少Smallorderquantity在跨境电子商务领域的各大平台上,售后评价一般分为()。Inthemajorplatformsinthefieldofcross-bordere-commerce,after-salesevaluationisgenerallydividedinto().

答案:4种Fourkindsof刚涉足海外社交网络营销的跨境电商B2C企业，一般可以从(

)这样用户量比较大的稳健平台人手，以单一平台为阵地试水营销。Cross-bordere-commerceB2Centerprisesthathavejustsetfootinoverseassocialnetworkmarketingcangenerallyrecruitfromastableplatformwitharelativelylar