跨境客戶服務(wù)與市場開發(fā)學(xué)習(xí)通超星期末考試答案章節(jié)答案2024年_第1頁
跨境客戶服務(wù)與市場開發(fā)學(xué)習(xí)通超星期末考試答案章節(jié)答案2024年_第2頁
跨境客戶服務(wù)與市場開發(fā)學(xué)習(xí)通超星期末考試答案章節(jié)答案2024年_第3頁
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跨境客戶服務(wù)與市場開發(fā)學(xué)習(xí)通超星期末考試章節(jié)答案2024年某公司從工廠購進(jìn)1000件商品,價(jià)格為每件100元,已知該商品增值稅率為17%,退稅率為13%。請計(jì)算單位商品的退稅額。Acompanybuys1,000goodsfromafactoryatapriceof100yuaneach,anditisknownthatthevalue-addedtaxrateofthegoodsis17%andtherebaterateis13%.

Pleasecalculatethetaxrefundperunitofmerchandise.

答案:單位商品退稅額=100÷1.17×13%=11.11元Taxrefundperunitofgoods=100÷1.17×13%=11.11yuan做到有效報(bào)價(jià)的方法是什么?Whatisthewaytomakeavalidquotation?

答案:報(bào)價(jià)前充分準(zhǔn)備,針對了解客戶需求和市場調(diào)研(2分);選擇合適的價(jià)格術(shù)語

(1分)利用合同的其它條件(1分)

報(bào)價(jià)的有效期

(1分)Fullpreparationbeforequotation,forunderstandingcustomerneedsandmarketresearch(2points);Choosingappropriatepriceterms(1point)Takingadvantageofotherconditionsofthecontract(1point)Validityofoffer(1point)買家搜索的關(guān)鍵詞在文本中反復(fù)出現(xiàn)大的越多越好。

)Buyerssearchforkeywordsthatappearrepeatedlyinthetext,thelargerthebetter.()

答案:錯(cuò)FAB法則中的“F”主要是從產(chǎn)品的屬性、功能等角度來進(jìn)行賣點(diǎn)挖掘。The"F"inFABlawismainlyminedfromtheperspectiveofproductattributesandfunctions.

答案:對亞馬遜非常注重對品牌的保護(hù),平臺(tái)會(huì)自動(dòng)下架侵權(quán)跟賣者的商品,因此賣家注冊美國商標(biāo)后將不用擔(dān)心商品被跟賣。Amazonattachesgreatimportancetobrandprotection,andtheplatformwillautomaticallyremovetheinfringingseller'sgoods,sothesellerwillnothavetoworryaboutthegoodsbeingsoldafterregisteringtheUStrademark.

答案:錯(cuò)為了避免分散客戶的注意力,寶貝詳情頁中,最好不要顯示關(guān)聯(lián)銷售的產(chǎn)品。Inordertoavoiddistractingcustomers'attention,itisbestnottodisplayrelatedsalesproductsinthebabydetailspage.

答案:錯(cuò)Linkedin平臺(tái)人二度人脈是指企業(yè)的好友,能直接和對方進(jìn)行溝通的,并且也能得到對方的聯(lián)系方式。(

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

答案:錯(cuò)包裹超出預(yù)計(jì)收貨時(shí)間屬于跨境電商售中溝通與服務(wù)的內(nèi)容。Theparcelexceedingtheexpecteddeliverytimebelongstothecontentofcommunicationandserviceincross-bordere-commercesales.

答案:對TheHScodefilledintheinspectionformshallbeconsistentwiththecodeinthecommoditytaxtariffpublishedbytheCustomsinthecurrentyear.報(bào)檢單上填寫的HS編碼應(yīng)與當(dāng)年海關(guān)公布的商品稅則中的編碼一致。

答案:對跨境電商的售中服務(wù)階段是指客戶下單后貨物出運(yùn)的時(shí)間段。(

)Thein-saleservicestageofcross-bordere-commercereferstotheperiodoftimewhenthegoodsareshippedafterthecustomerordersthem.

答案:對Forthesamecommodityquoted,thegeneralFOBpriceislowerthantheCIFpricequoted為同一商品報(bào)價(jià),一般FOB價(jià)格要比CIF價(jià)格報(bào)的要低

答案:對展會(huì)對于外貿(mào)企業(yè)來說是一種性價(jià)比很高的營銷推廣方式和獲客渠道。Exhibitionforforeigntradeenterprisesisacost-effectivewayofmarketingpromotionandcustomerchannels.

答案:對Linkedin是一個(gè)很適合C端外貿(mào)企業(yè)零成本快速獲客的平臺(tái)。(

)LinkedinisaverysuitableforC-endforeigntradeenterprisestoacquirecustomersatzerocost.(

)

答案:錯(cuò)售后客服人員只需要了解退款/退換貨流程、糾紛維權(quán)規(guī)則,對產(chǎn)品相關(guān)知識不需要掌握。After-salescustomerservicestaffonlyneedtounderstandtherefund/returnprocessanddisputerightsprotectionrules,anddonotneedtomasterproduct-relatedknowledge.

答案:對阿里巴巴國際站的搜索排名不是實(shí)時(shí)更新的。

)Alibaba'sinternationalsearchrankingsarenotupdatedinrealtime.()

答案:錯(cuò)如果企業(yè)試圖使客戶的預(yù)期低一些,那么價(jià)格、報(bào)裝、有形展示等也就應(yīng)該高些、好些、考究些。Ifcompaniestrytolowercustomerexpectations,thenprices,clothing,physicaldisplay,etc.,shouldbehigher,better,moresophisticated.

答案:錯(cuò)選擇FOB報(bào)價(jià),在運(yùn)費(fèi)和保險(xiǎn)費(fèi)波動(dòng)不穩(wěn)的市場條件下對出口方有利(

)FOBquotationisbeneficialtoexportersinvolatilemarketconditionsforfreightandinsurance(

)

答案:對跨境電商客服人員只需專心服務(wù)新客戶,老客戶會(huì)自動(dòng)購物。Cross-bordere-commercecustomerservicestaffonlyneedtofocusonservingnewcustomers,andoldcustomerswillautomaticallyshop.

答案:錯(cuò)跨境電商售中客戶服務(wù)與溝通涉及的環(huán)節(jié)有(

)。Thelinksofcustomerserviceandcommunicationincross-bordere-commercesalesare(

).

答案:物流跟蹤Logisticstracking;關(guān)聯(lián)產(chǎn)品推介Relatedproductpromotion以下情況中,需要賣家承擔(dān)售后物流費(fèi)用的是(

)。Inthefollowingcases,thesellerneedstobeartheafter-saleslogisticscostis().

答案:商品質(zhì)量問題Commodityqualityproblem;倉庫發(fā)錯(cuò)貨Thewarehousesentthewronggoods人工智能訓(xùn)練師的服務(wù)運(yùn)維職責(zé)是什么?Whataretheserviceoperationandmaintenanceresponsibilitiesofartificialintelligencetrainers.

答案:服務(wù)流程設(shè)計(jì)和持續(xù)優(yōu)化Serviceprocessdesignandcontinuousoptimization;服務(wù)查詢收集和場景挖掘Servicequerycollectionandscenariomining;業(yè)務(wù)場景解決方案維護(hù)與優(yōu)化Servicescenariosolutionmaintenanceandoptimization在缺貨短貨類糾紛裁決中,跨境賣家需要提供的材料包括(

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

答案:整件產(chǎn)品加上包裹重量照片Completeproductwithpackageweightphoto;物流出具的包裹重量證明Parcelweightcertificateissuedbylogistics;發(fā)貨底單Shippingslip參展企業(yè)收集信息的主要包括()Themaininformationcollectedbyexhibitorsincludes()

答案:哪些會(huì)展企業(yè)在同行中處于領(lǐng)先地位Whichexhibitionenterprisesareinaleadingpositionamongtheirpeers;哪個(gè)會(huì)展企業(yè)的展會(huì)最適合本企業(yè)的需求Whichexhibitionenterpriseexhibitionismostsuitablefortheneedsoftheenterprise;國內(nèi)外市場上,多少會(huì)展企業(yè)提供本企業(yè)的會(huì)展服務(wù)HowmanyexhibitionenterprisesprovidetheirownexhibitionservicesindomesticandforeignmarketsIntheHScode,preciousmetalsinclude().HS編碼中,貴金屬包括()。

答案:Platinumandplatinumgroupmetals鉑及鉑族金屬;gold金;silver銀以下各項(xiàng)中屬于阿里巴巴國際站獲客渠道的是(

)。ThefollowingitemsbelongtothecustomeracquisitionchannelsofAlibabaInternationalStationare().

答案:阿里詢盤AliEnquiry;粉絲通FanTong;RFO報(bào)價(jià)RFOquotation;訪客營銷Visitormarketing客戶分級管理的方法有(

)。Themethodsofhierarchicalcustomermanagementare(

).

答案:小客戶管理法Smallcustomer

management;關(guān)鍵客戶管理法Keycustomer

accountmanagement;普通客戶管理法Commoncustomermanagement義烏國際小商品博覽會(huì)(義博會(huì))是屬于什么性質(zhì)的展會(huì)(

)WhatisthenatureoftheYiwuInternationalSmallCommodityExpo(YiwuExpo)

答案:綜合展Comprehensiveexhibition跨境電子商務(wù)平臺(tái)的FAQ的含義是(

)。ThemeaningofFAQofcross-bordere-commerceplatformis().

答案:常見問題解答FrequentlyAskedQuestions如果給潛在客戶發(fā)跟進(jìn)郵件但未回復(fù),該怎么辦(

)Whattodoifyousendafollow-upemailtoapotentialclientbutdon'trespond()

答案:間隔三天左右再跟進(jìn)

Waitaboutthreedaysbeforeyoufollowup如果企業(yè)善于把握客戶預(yù)期,然后把客戶提供超預(yù)期的(),就能夠使客戶產(chǎn)生驚喜。Ifenterprisesaregoodatgraspingcustomerexpectations,andthenprovidecustomerswithmorethanexpected(),theycanmakecustomerssurprise.

答案:感知價(jià)值Perceivedvalue以下選項(xiàng)中屬于售前客服人員工作內(nèi)容的是(

)。Thefollowingoptionsbelongtothepre-salescustomerservicestaffworkcontentis().

答案:接待客戶Receivecustomers以下選項(xiàng)中關(guān)于售中客戶服務(wù)與溝通的說法不正確的是(

)。Thefollowingstatementsaboutcustomerserviceandcommunicationinthesaleareincorrect().

答案:售中客戶服務(wù)與溝通的主要形式包括書信往來、在線即時(shí)交流以及部分口語交流Themainformsofcustomerserviceandcommunicationinsalesincludecorrespondence,onlineinstantcommunicationandsomeoralcommunication通常情況下,如果客戶下單后未即時(shí)付款,賣家應(yīng)該()。Normally,ifthecustomerdoesnotpayimmediatelyafterplacingtheorder,thesellershould().

答案:通過提醒客戶是否有一些關(guān)于產(chǎn)品價(jià)格、尺寸等問題,并順便提醒客戶付款,承諾付款后會(huì)盡快發(fā)貨Byremindingthecustomerwhethertherearesomequestionsabouttheproductprice,size,etc.,andincidentallyremindingthecustomertopay,promisethatthepaymentwillbeshippedassoonaspossible以下哪一種不是智能客服的常見應(yīng)用場景?Whichofthefollowingisnotacommonapplicationscenarioofintelligentcustomerservice?

答案:靈活補(bǔ)償售后問題處理Flexiblecompensationaftersaleproblemhandling()是一種按照會(huì)展項(xiàng)目所花費(fèi)成本的高低來決定展位價(jià)格的方法。()isamethodtodeterminetheboothpriceaccordingtothecostoftheexhibitionproject.

答案:成本導(dǎo)向法Cost-orientedapproach以下哪項(xiàng)不是客戶服務(wù)崗位的職責(zé)?Whichofthefollowingisnotthepostresponsibilityofcustomerservice.

答案:在線接待回答問題Onlinereceptiontoanswerquestions對于修改評價(jià)的說法,以下選項(xiàng)中正確的是(

)。Forthemodifiedevaluationstatement,thecorrectofthefollowingis().

答案:協(xié)商后可以將中差評修改為好評Afternegotiation,youcanmodifythemediumnegativecommenttoagoodone在B2B平臺(tái)詢盤發(fā)送方式一般通過(

)IntheB2Bplatforminquiryisgenerallysentthrough()

答案:郵件mail根據(jù)速賣通規(guī)定,除特殊類目外的所有類目發(fā)貨期最長設(shè)定限制為(

)。AccordingtoAliExpressregulations,themaximumdeliveryperiodforallcategoriesexceptspecialcategoriesissetto().

答案:7天sevendays中國進(jìn)出口商品交易會(huì)是屬于什么類型的展會(huì)

)WhatkindofexhibitionisChinaImportandExportFair?()

答案:綜合展Comprehensiveexhibition(

)是跨境電子商務(wù)客戶服務(wù)和溝通的關(guān)鍵環(huán)節(jié),直接關(guān)系到交易能否達(dá)成。()isakeylinkincross-bordere-commercecustomerserviceandcommunication,whichisdirectlyrelatedtowhetherthetransactioncanbereached.

答案:售中訂單的控制與處理Controlandprocessingofin-saleorders以下各項(xiàng)中符合小客戶的特點(diǎn)的是(

)。Thefollowingitemsmeetthecharacteristicsofsmallcustomersare(

).

答案:訂單量少Smallorderquantity在跨境電子商務(wù)領(lǐng)域的各大平臺(tái)上,售后評價(jià)一般分為()。Inthemajorplatformsinthefieldofcross-bordere-commerce,after-salesevaluationisgenerallydividedinto().

答案:4種Fourkindsof剛涉足海外社交網(wǎng)絡(luò)營銷的跨境電商B2C企業(yè),一般可以從(

)這樣用戶量比較大的穩(wěn)健平臺(tái)人手,以單一平臺(tái)為陣地試水營銷。Cross-bordere-commerceB2Centerprisesthathavejustsetfootinoverseassocialnetworkmarketingcangenerallyrecruitfromastableplatformwitharelativelylar

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