《跨境电商客服英语》课件——Task 4 关于价格、折扣、促销、付款方式、运费和关税等咨询.pptx

;;【内容提要】;Usefulnoteswhilewritinganinquiryresponse

Besidesthebasicformat,therearesomecrucialnotesyoushouldrememberwhilereplyingtoanonlineinquiryemailoraninboxmessage（站内信）:

;Inboxmessage:站内信;

?1.1Understandtherequestprecisely

Afterall,itdoesn’treallymatterwhatyouwriteinyourinquiryresponse.Themostimportantthingisthatyouareabletoprovideyourcustomerwiththeinformationtheyneed.

Thatisthefirstandmostvitalpriority（首要关键）forthisemailtype.Youmustsendthemtheexactinformation.Wrong,insufficientanduselessdatawillcompletelyshutdownyourchanceofdoingbusinesswiththem.;vitalpriority（光顾）;1.3.Knowwhatyouaresending

Whilereplyingtoaninquiry,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’toverdowithaddeddata（添加信息）

Youtendtowanttogiveyourcustomerasmuchinformationaspossible.It’seasytounderstand.However,thesecretthatcreatinganeffectiveinquiryresponseisnothingmorethan（无非是）beingrightandenough.

Toomuchofinformationwilljustmakethembecomeexcessive（过而不当）.Mostofthetime,itwilljustleaveyourcustomerconfusedaswellasirritated（恼羞成怒）.

Ifyoureallywanttoaddmore,makesureyoureallyunderstandthecustomer’srequest.