本書(shū)結(jié)構(gòu)明了，內(nèi)容實(shí)用，共分成產(chǎn)品信息、產(chǎn)品價(jià)格、產(chǎn)品支付、產(chǎn)品包裝、交貨和發(fā)貨、投訴和糾紛、評(píng)價(jià)、客戶(hù)維系和開(kāi)發(fā)八個(gè)學(xué)習(xí)任務(wù)。教材內(nèi)容按照“核心詞匯”—“常用表達(dá)”—“實(shí)用對(duì)話”—“情景案例”的順序編排，循序漸進(jìn)，層層深入，旨在幫助廣大跨境電商從業(yè)人員突破語(yǔ)言溝通障礙，提升跨文化交流能力，更好地實(shí)現(xiàn)和諧、有效的跨境電商售前、售中和售后溝通。
王瓊 副教授，主要從事跨境電商領(lǐng)域的研究和教學(xué)工作。主持省級(jí)教科研項(xiàng)目6項(xiàng)，公開(kāi)發(fā)表學(xué)術(shù)論文20余篇，主編教材3部。國(guó)家級(jí)教學(xué)創(chuàng)新團(tuán)隊(duì)主要成員；獲2014年、2018年國(guó)家級(jí)教學(xué)成果二等獎(jiǎng)。
蔣海 江蘇宗方科技有限公司總經(jīng)理、教育部1+X職業(yè)技能等級(jí)考證師資培訓(xùn)專(zhuān)家、阿里巴巴特聘專(zhuān)家講師、阿里學(xué)院創(chuàng)始講師、阿里巴巴數(shù)字貿(mào)易學(xué)院副院長(zhǎng)。大型省級(jí)外貿(mào)公司從業(yè)20年，業(yè)績(jī)突出，管理經(jīng)驗(yàn)豐富，多次榮獲省級(jí)集團(tuán)先進(jìn)工作者等榮譽(yù)稱(chēng)號(hào)。擅長(zhǎng)跨境貿(mào)易和電子商務(wù)（包括B端和C端）全流程各個(gè)環(huán)節(jié)的實(shí)務(wù)操作與理論教學(xué)，出版《跨境電商談判技巧》等系列跨境電商實(shí)務(wù)教材。
Learning Task 1 Product Information
產(chǎn)品信息
Learning Activity 1 Inquiry and Reply about Product Quality
關(guān)于產(chǎn)品質(zhì)量的詢(xún)問(wèn)與回復(fù)
Learning Activity 2 Inquiry and Reply about Product Material
關(guān)于產(chǎn)品材質(zhì)的詢(xún)問(wèn)與回復(fù)
Learning Activity 3 Inquiry and Reply about Product Specification
關(guān)于產(chǎn)品規(guī)格的詢(xún)問(wèn)與回復(fù)
Learning Activity 4 Inquiry and Reply about Product Features
關(guān)于產(chǎn)品特色的詢(xún)問(wèn)與回復(fù)
Learning Activity 5 Communication Skills (1)
溝通技巧（1）
Learning Activity 6 Homework and Evaluation
作業(yè)與評(píng)價(jià)
Learning Task 2 Product Price
產(chǎn)品價(jià)格
Learning Activity 1 Inquiry and Reply about Product Price
關(guān)于產(chǎn)品價(jià)格的詢(xún)問(wèn)與回復(fù)
Learning Activity 2 Price Negotiation
價(jià)格磋商
Learning Activity 3 Communication Skills (2)
溝通技巧（2）
Learning Activity 4 Homework and Evaluation
作業(yè)與評(píng)價(jià)
Learning Task 3 Product Payment
產(chǎn)品支付
Learning Activity 1 Inquiry and Reply about Payment Process
關(guān)于支付過(guò)程的詢(xún)問(wèn)與回復(fù)
Learning Activity 2 Inquiry and Reply about Payment Failure
關(guān)于支付失敗的詢(xún)問(wèn)與回復(fù)
Learning Activity 3 Leave a Message to Unpaid Customers
給未付款的客戶(hù)留言
Learning Activity 4 Communication Skills (3)
溝通技巧（3）
Learning Activity 5 Homework and Evaluation
作業(yè)與評(píng)價(jià)
Learning Task 4 Product Packaging
產(chǎn)品包裝
Learning Activity 1 Inquiry and Reply about Product Packaging
關(guān)于產(chǎn)品包裝的詢(xún)問(wèn)與回復(fù)
Learning Activity 2 Communication Skills (4)
溝通技巧（4）
Learning Activity 3 Homework and Evaluation
作業(yè)與評(píng)價(jià)
Learning Task 5 Shipping and Delivery
發(fā)貨和交貨
Learning Activity 1 Inquiry and Reply about Logistics Methods
關(guān)于物流方式的詢(xún)問(wèn)與回復(fù)
Learning Activity 2 Inquiry and Reply about Delivery Time
關(guān)于交貨時(shí)間的詢(xún)問(wèn)與回復(fù)
Learning Activity 3 Inquiry and Reply about Shipping Fee
關(guān)于運(yùn)費(fèi)的詢(xún)問(wèn)與回復(fù)
Learning Activity 4 Inquiry and Reply about Logistics Status
關(guān)于物流狀態(tài)的詢(xún)問(wèn)與回復(fù)
Learning Activity 5 Communication Skills (5)
溝通技巧（5）
Learning Activity 6 Homework and Evaluation
作業(yè)與評(píng)價(jià)
Learning Task 6 Complaints and Disputes
投訴和糾紛
Learning Activity 1 Complaint and Reply about Product Quality
關(guān)于產(chǎn)品質(zhì)量的投訴與回復(fù)
Learning Activity 2 Complain and Reply about Product Discrepancy
關(guān)于產(chǎn)品不符的投訴與回復(fù)
Learning Activity 3 Complain and Reply about Logistics Delay
關(guān)于物流延誤的投訴與回復(fù)
Learning Activity 4 Communication Skills (6)
溝通技巧（6）
Learning Activity 5 Homework and Evaluation
作業(yè)與評(píng)價(jià)
Learning Task 7 Comments and Reviews
評(píng)價(jià)
Learning Activity 1 Invite Customers to Leave Positive Comments
邀請(qǐng)客戶(hù)留好評(píng)
Learning Activity 2 Reply to Customers’ Comments
回復(fù)客戶(hù)評(píng)價(jià)
Learning Activity 3 Communication Skills (7)
溝通技巧（7）
Learning Activity 4 Homework and Evaluation
作業(yè)與評(píng)價(jià)
Learning Task 8 Customer Maintenance and Development
客戶(hù)維系與開(kāi)發(fā)
Learning Activity 1 Daily and Holiday Greetings to Regular Customers
老客戶(hù)日常和節(jié)假日問(wèn)候
Learning Activity 2 Products Promotion to New and Regular Customers
向新老客戶(hù)推廣產(chǎn)品
Learning Activity 3 Communication Skills (8)
溝通技巧（8）
Learning Activity 4 Homework and Evaluation
作業(yè)與評(píng)價(jià)
參考文獻(xiàn)
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