外贸函电 第4版 课件 418FBC-4nd Edition-Unit 18 跨境电子商务

外贸函电FOREIGNBUSINESSCORRESPONDENCEUnit18Cross-borderE-commerce

跨境电子商务18.1Introduction（简介）

跨境电子商务指分属于不同关境的交易主体，通过电子商务平台达成交易、进行支付结算，并通过跨境物流及异地仓储送达商品、完成交易的一种国际商业活动。它是基于网络发展起来的一种商务形式。跨境电子商务的流程分为选品→刊登→销售→成交→收款→发货→上传运单→确认收货→提现→售后。从流通的角度看分为信息流（包括选品、刊登、销售）、资金流（成交、收款、提现）和货物流（发货、上传运单、确认收货）。18.2WritingSkills（写作技巧）

1.倒金字塔式（InvertedPyramidForm）撰写跨境电子商务函电时，开头应采用倒金字塔式的写作方式，即把重要的内容写在前面，随着叙述的逐步展开，重要性逐渐减弱。这种方式的关键在于尽快把重要信息传达给客户。2.起一个好标题（HaveaGoodTitle）Subject（函电主题）常常被外贸从业人员忽视。好的主题应该能简单概括信函的主要内容，长度最多不超过35个字母。它可以直接影响客户对信函重要程度的判断，从而增加信函被阅读的机会。3.合理提示重要信息（ImportantInformationReasonablyPrompt）对信函中的重要信息，只用黑体标明即可，并且不通过改变字体颜色或者用粗体、斜体、大写等方式突出重点，否则会让客户感到眼花缭乱又抓不到重点。4.信息完整、注意礼貌（CompleteInformationandBePolite）信函内容必须完整、准确，并且在发送之前务必仔细检查。不要等发出之后才发现附件未添加或有疏漏。重发“update”（更新）或“revised”（更正）之类的信函，容易引起客户的反感。18.3SpecimenLetters（样函）

样函1样函2样函3样函418.4FocalWords（焦点词汇）

常用缩写（1）售前沟通售前沟通主要是为客户解答关于产品信息，如价格、数量、库存、规格型号、用途、运费、运输等方面的问题，促使客户尽快下单。1.买家光顾店铺查看产品Hello,mydearfriend.Thankyouforvisitingourstore.Youcanfindwhatyouwantfromourstore.Ifwedon’thavetheitem,pleasetellusknowandwewillsparenoefforttofindit.Goodluck!18.5UsefulSentences（实用语句）2.买家询问商品价格和库存Dear××,Thankyouforyourenquiry.Yes,wehavethisiteminstock.Howmanydoyouwant?Rightnow,weonlyhave××colorand××styleleft.Becausetheyarehotsellingitems,theyhaveahighriskofsellingoutsoon.Canyoupleaseplaceyourorderassoonaspossible?Thankyou!3.大量订购询问价格Dearfriend,Thanksforyourenquiry.Wecherishthischancetodobusinesswithyouverymuch.TheorderofasinglesampleproductcostsUSD××withshippingfeesincluded.Ifyouorder××piecesinoneorder,wecanofferyouthebulkpriceofUSD××/piecewithfreeshipping.Ilookforwardtoyourreply.Thanks!4.鼓励买家提高订单金额和订单数量，提醒买家尽快确认订单Dearfriend,Thankyouforyourorder.Ifyouconfirmtheorderassoonaspossible,Iwillsendsomegifts.Goodnews:Recentlytherearealotofactivitiesinourstore.Ifthevalueofgoodsyoubuyamountstoacertainamount,wewillgiveyouasatisfieddiscount.5.接单后请求客户确认订单Dearfriend,Thankyouverymuchforyourorder.Inordertoensurethecorrectnessofyourorder,pleaseconfirmthefollowingbasicinformation:(1)Thecorrectnessofyourreceiptaddress.(2)Productnameornumber.Color:Quantity:Transportationway:Afteryouconfirmthecorrectorder,wewillarrangetheshipmentatthefirsttime.Thankyouverymuch!6.下单但未付款追踪Dearfriend,Wehavegotyourorderof××,butitseemstheorderisstillunpaid.Ifthere’sanythingwecanhelpwiththeprice,size,etc.,pleasefeelfreetocontactus.Afterpaymentisconfirmed,wewillprocessorderandshipoutthegoodsassoonaspossible.Thanks!Bestregards.7.货物断货Dearfriend,Weareverysorrythattheitemyouorderedisoutofstockatthemoment,Iwillcontactourfactorytoseewhenitwillbeavailableagain.Iwouldliketorecommendsomeotheritemsofsimilarstyles.Hopeyoulikethemtoo.Youcanclickonthefollowinglinktocheckthemout.(Link:××.)Ifthere’sanythingIcanhelpwith,pleasefeelfreetocontactme.Thanks.Bestregards.8.买家未付款，修改价格后催促付款Dearfriend,We’veresetthepriceforyou.Wehavegivenyou×%discountontheoriginalshippingprice.Sincethepriceweofferislowerthanthemarketpriceandasyouknow,theshippingcostisreallyhigh,ourprofitmarginforthisproductisverylimited.Hopeyouarehappywithit.Andyou’rewelcometocontactmeifthere’sanythingelseIcanhelpwith.Thanks.Bestregards.9.提供折扣Dearfriend,Thanksforyourmessage.Well,weareconductingpromotionalactivities.Ifyoubuy××piecesofitems,wecanofferyoua×%discount.Onceweconfirmyourpayment,wewillshipouttheitemsforyouintime.Pleasefeelfreetocontactusifyouhaveanyfurtherquestions.Thanks.Bestregards!10.买家议价Dearfriend,Thankyoufortakinginterestsinouritem.I’mafraidwecan’tofferyouthatlowpriceyoubargainedasthepriceweofferhasbeencarefullycalculatedandourprofitmarginisalreadyverylimited.However,wecanofferyoua×%discountifyoupurchasemorethan××piecesinoneorder.Ifyouhaveanyfurtherquestions,pleaseletmeknow.Thanks!11.买家要求免运费Dearfriend,Sorry,freeshippingisnotavailablefororderssentto××,butwecangiveyoua×%discountoftheshippingcost.12.买家希望提供样品，而贵公司不支持样品Dearfriend,Thankyouforyourenquiry.Iamhappytocontactyou.Regardingyourrequest,Iamverysorrytoinformyouthatwearenotabletoofferfreesamples.Tocheckoutourproductswerecommendorderingjustoneunitoftheproduct(thepricemaybeabithigherthanorderingbylot).Otherwise,youcanorderthefullquantity.Wecanassurethequality,becauseeverypieceofourproductiscarefullyexaminedbyourworkingstaff.Webelievetrustworthinessisthekeytoasuccessfulbusiness.Ifyouhaveanyfurtherquestions,pleasefeelfreetocontactme.Bestregards.13.没有好评，买家对你的产品表示怀疑Dearfriend,Iamverygladtoreceiveyourmessage.AlthoughIhaven’tgotahighscoreonAliExpress,I’vebeendoingbusinessoneBayformanyyearsandIamquiteconfidentaboutmyproducts.Besides,AliExpressoffersBuyerProtectionservicewhichmeansthepaymentwon’tbereleasedtousuntilyouaresatisfiedwiththeproductandagreetoreleasethemoney.Wesincerelylookforwardtoestablishinglongbusinessrelationshipwithyou.Bestregards!（2）售中沟通售中沟通主要涉及发货确认、物流问题，告知客户产品的物流信息，以便客户掌握产品动向。1.客户下单后发确认单Dearbuyer,YourpaymentforItem××hasbeenconfirmed.Wewillshipyourorderoutwithin××businessdaysaspromised.Afterdoingso,wewillsendyouane-mailnotifyingyouofthetrackingnumber.Ifyouhaveanyotherquestions,pleasefeelfreetoletmeknow.Thanks.Bestregards.2.已发货并告知买家Dear××,Wehaveshippedoutyourorder(ID:××)onFeb.10byEMS.Thetrackingnumberis××.Itwilltake5-10workdaystoreachyourdestination,butpleasecheckthetrackinginformationforupdatedinformation.Thankyouforyourpatience!Ifyouhaveanyfurtherquestions,pleasefeelfreetocontactme.Bestregards.3.订单发货Dearfriend,Theitem××youorderedhasalreadybeenshippedoutandtrackingnumberis××.Theshippingstatusisasfollows:××.Youwillgetitsoon.Thanksforyoursupport!Bestregards!4.通知买家查看物流状态Dearfriend,Thegoodsyouneedhavebeensenttoyou.It’sonthewaynow.Pleasepayattentiontothedeliveryandsignassoonaspossible.Ifyouhaveanyquestions,pleasefeelfreetocontactme.5.海关问题Dearfriend,Wereceivedanoticefromthelogisticscompany.NowtheCustomsofyourcountryhascarriedoutregularandstrictinspectionsonalargenumberofpostalparcels.Inordertomakethegoodsdeliveredtoyourplacesafely,werecommenddelayingdeliveryforafewdaysandhopetoobtainyourconsent.Pleaseletusknowassoonaspossible.Thanks.6.订单超重导致无法使用小包免邮Dear××,Unfortunately,freeshippingforthisitemisunavailable,Iamsorryfortheconfusion.Freeshippingisonlyforpackagesweighinglessthan2kg,whichcanbeshippedviaChinaPostAirMail.However,theitemyouwouldliketopurchaseweighsmorethan2kg.Youcaneitherchooseanotherexpresscarrier,suchasUPSorDHL(whichwillchargeshippingfees,butwhicharealsomuchfaster).Oryoucanplacetheorderseparatelymakingsureeachorderweighslessthan2kg,totakeadvantageoffreeshipping.Ifyouhaveanyfurtherquestions,pleasefeelfreetocontactme.Bestregards.7.因为物流风险，卖家无法向买家国家发货Dear××,Thankyouforyourenquiry,Iamsorrytoinformyouthatourstoreisnotabletoprovideshippingservicetoyourcountry.However,ifyouplantoshipyourorderstoothercountries,pleaseletmeknow.Hopefullywecanaccommodatefurtherorders.Ireallyappreciateyourunderstanding!8.已发货几天客户说没物流信息Dearfriend,Wesentthepackageouton××,andaccordingtoyourfeedback,wehavecontactedtheshippingcompanyandaddressedtheproblem.WehavegotbacktheoriginalpackageandresentitbyUPS.Thenewtrackingnumberis××.Iapologizefortheinconveniencesandhopefullyyoucanreceivetheitemssoon.Ifyouhaveanyproblems,don’thesitatetotellme.9.物流遇到问题Dear××,Thankyouforyourenquiry.Iamhappytocontactyou.WewouldliketoconfirmthatwesentthepackageonOct.16,20××.However,wewereinformedthatthepackagedidnotarriveduetoshippingproblemswiththedeliverycompany.Wehavere-sentyourorderbyEMS.Thenewtrackingnumberis××.Itusuallytakes7daystoarriveatyourdestination.Wearesorryfortheinconvenience.Thankyouforyourpatience.Ifyouhaveanyfurtherquestions,pleasefeelfreetocontactme.Bestregards.（3）售后沟通售后沟通主要涉及客户收到产品之后的一系列问题，包括退换货问题、买家确认收货以及买卖双方互评。1.退换货问题Dearfriend,I’msorryfortheinconvenience.Ifyouarenotsatisfiedwiththeproducts,youcanreturnthegoodstous.Whenwereceivethegoods,wewillgiveyouareplacementorgiveyouafullrefund.Wehopetodobusinesswithyouforalongtime.Wewillgiveyouabigdiscountinyournextorder.Bestregards.2.询问是否收到货Dearfriend,AccordingtothestatusshownonEMSwebsite,yourorderhasbeenreceivedbyyou.Ifyouhavegottheitems,pleaseconfirmitonAliE.Ifnot,pleaseletmeknow.Thanks!Bestregards.3.客户确认收货Dearbuyer,Iamveryhappythatyouhavereceivedtheorder.Thanksforyoursupport.IhopethatyouaresatisfiedwiththeitemsandIlookforwardtodoingmorebusinesswithyouinfuture.Bytheway,itwouldbehighlyappreciatedifyoucouldleaveusapositivefeedback,whichwillbeagreatencouragementtous.Ifthere’sanythingIcanhelpwith,don’thesitatetotellme.Thanks!4.客户收货后投诉产品有损坏Dearfriend,Iamverysorrytohearaboutthattherewasadamagetoyourgoods.SinceIdidcarefullychecktheorderandthepackagetomakesureeverythingwasingoodconditionbeforeshippingitout,Isupposethatthedamagemighthavehappenedduringthetransportation.ButI’mstillverysorryfortheinconveniencethishasbroughttoyou.IguaranteethatIwillgiveyoumorediscountstomakethisupnexttimeyoubuyfromus.Thanksforyourunderstanding.Bestregards.5.完成交易表示感谢，并希望客户能够再次光临Dearfr