跨境電商客戶服務(wù)英語（第一版）導(dǎo)論目錄Contents第一章售前服務(wù)電子商務(wù)客戶服務(wù)渠道與客服咨詢模板任務(wù)1產(chǎn)品描述要點、案例與模板任務(wù)7拒絕買家的折扣要求任務(wù)2歡迎詞、問候語類電郵的書寫任務(wù)3產(chǎn)品信息咨詢?nèi)蝿?wù)5如何書寫催促付款電郵任務(wù)6接受買家的折扣要求任務(wù)4

關(guān)于價格、折扣、促銷、付款方式、運費和關(guān)稅咨詢THowtoofferSpecialDiscount接受買家的折扣要求內(nèi)容提要1.

TipsforWritingDiscount-givingE-mail撰寫折扣電子郵件的技巧2.Giving-discountE-mailTemplates

提供折扣電郵模板【內(nèi)容提要】價格咨詢往往伴隨著討價還價，而面對買家的折扣要求，賣家只有兩種選擇：接受或者拒絕。本部分介紹了如何接受買家折扣要求，同時又能最大限度地維護公司的利益和誠信。知識目標：理解折扣促銷的四大技巧，掌握如何通過截止日、

措辭、數(shù)字、使用限制等手段營造折扣珍貴性。能力目標：通過相關(guān)理論和模板的學(xué)習，能夠針對五種折扣促

銷方式書寫針對性電郵。導(dǎo)入

Discountcodes,flashsales,freesamples...,nomatterwhattypeofincentiveyouchoose,salespromotionsareasure-firewaytoincreaserevenue.Whiletheofferinyoursalescampaignssurelymatters,howyouframeandpromotethemoftenplaysamorecrucialroleinconvertingprospectsintocustomers.Bycombiningwebsitepopupswithe-mailmarketing,youcanensureyouroffersreachtherightusersattherighttime.Ifyou’relookingforsomeinspirationforyournextcampaign,here’ssomeofthebestadviceforwritingdiscount-givinge-mail.Words&Expressionsincentive

n.

激勵措施

sure-firea.

萬無一失

frame

v.

表達popups

n.

彈窗JargonsDiscount

code折扣代碼Flashsales限時搶購Freesamples免費樣品Salescampaigns促銷活動1.

TipsforWritingDiscount-givingEmailsWhensendingane-mailwithclientorcustomerdiscounts,yoursubjectlineisprobablyyourmostvaluableasset.Why?Becauseiftheyneveropenthee-mailsinthefirstplace,howwilltheyclicktheoffer?Andiftheyneverclicktheoffer,howwillyoueverboostsales?Hereareafewquicktipsforbetteropenrates:1.1 Don’twasteyoursubjectline

不要浪費標題欄

閱讀

Incitecuriositybynotgivingawayeverythinginthesubjectline.Insteadofsaying“25%discountinside”,use“25%or35%?Opentoseethismonth’sdiscount”.Behonestandavoidspammy-soundingwordslike“youwon’tbelieve”or“clicktoopen”—bothe-mailprovidersandcustomersthemselveswillpunishyouforthose.

Addvalue

bypromisingagoodreturnforopeningtheemail.Somethinglike“Immediatesavingsinside”willhelpthemseeit’sworththeirtimetoopenyourdiscountemail.1.2Toneiseverything

關(guān)鍵在于語氣

Firstofall,toneiseverythingwhenusinge-mailforgivingadiscounttocustomers.We’veallexperiencedamisunderstandingwhenwecommunicateviawordsonascreen.Toavoidthat,uselanguagethatmatchesyourusualconversationwithclientsorcustomerswhensendingadiscountofferviae-mail.Considerthedifferenceintonebetweenthese3options:

Wearepleasedtoofferyouadiscount…

We’resaying‘thanks’bysendingadiscountyourway.

You’reabouttosavesomemajormoneythismonth!1.3Gettotheofferquickly!手慢,無！Picturethis:Youreceiveane-mailgivingadiscountonaserviceyouareactuallylookingfor,butthee-mailisverylong-winded,willyouevenhavethepatiencetogothrowthetext?Honestly,youprobablywon’t.Mostpeoplewouldrathermissthediscountoffer.Everye-mailyousendshouldhaveapurpose—infact,itshouldhaveonepurpose.You’renotsendingane-mailtoshowof,toentertain,orevennecessarilytofosterarelationship.You’resendingane-mailforofferingadiscounttoaclientorcustomer.1.4Addurgencyorscarcity限時折扣，錯過再等一年（增加緊迫感或稀缺性）Youprobablyknowaswellasanyoneelse:Onceane-mailgetsmarkedas“read”,italmostnevergetsopenedagain.Particularlynotamarketinge-mailofferingadiscount.Theharshrealityis:Ifyoudon’tgetyourclientsorcustomerstoopentheire-mailsandusetheirdiscountimmediately,youprobablywon’tgetthemtouseitever.Toremedythatyou’llwanttousetwocopywritingtoolsmarketingwritershavebeenusingforages:Urgencyandscarcity.Inshort,urgency(realurgency,notthefabricated,fakekind)forcesyourcustomerstoactnowormissoutontheofferforever.Scarcityhelpsyourcustomersunderstandthatyourdiscountisn’tunlimitedand,iftheywantit,theyneedtobeamongthefirsttotakeaction.Herearesometipsforcreatingurgencyandscarcity.1.4.1Pickadeadline

設(shè)置折扣活動截止日期RememberhowItoldyouthaturgencyispredicatedupontime.Thisiswherethetruepowerofurgencyisunleashed—timelimits.

ThedeadlineforsigningupisAugust5.

Thissalesendsat12amonSeptember1st.

BeginningOctober3,Iwillnolongerbeacceptingnewpatients.

Ordersmustbeplacedwithin24hours.1.4.2Usewordslike“now”“hurry”“instant”and“immediately”.

使用“時不我待”“快”“秒殺”“只爭朝夕”等措辭Thesewordstellpeopletodosomethingrightaway.Thereisnowaitingaround.Checkoutthefollowingactionbuttonswhichusetheword“now.”1.4.3Showbignumbersanduseurgentcolors

數(shù)字醒目，顏色惹眼Urgencyworkswithdata.Whenyouintroducelargenumbersintotheconversation,youareraisingtheimportanceofyourproductorservice.Red,orange,andyellowcansometimesintroduceafeelingofurgency.Redisthecolorofstopsignsandtrafficsignals.Yellowisthecolorofcautionandyield.Orangeisthecolorofconstructioncones.Red,orange,andyellowarethecolorsassociatedwithheatandfire.Redisacolorassociatedwithpassionandlove.It’salsothecolorofblood.1.4.4Putalimitonwhatyouaccept

如有必要，增加對折扣使用的限制Youcanputlimitsonanything.Asabusinessdecision-maker,youhaveeveryrighttodoso.Peoplearenotentitledtoyourproduct.Youcanprovideitatwill.Ifyouwantyourproductorservicetobelimited,sobeit.1.4.5Displaystocklimitations顯示庫存數(shù)Ifyousellproducts,youhavestocktodealwith.Thisisalegitimatesourceofscarcity.Again,Amazonemploysthescarcitytechniquetoincreasesalesonsomeproducts.Words&Expressionspopupsn.彈出窗口/消息assetn.資產(chǎn)；有用的東西;有價值的人或物boostv.促進；使增長；使興旺incitev.刺激spammy-soundingadj.空洞的urgencyn.緊急；緊急的事scarcityn.不足；缺乏remedyv.改進copywritingtool文案工具fabricatedadj.捏造的；虛構(gòu)的missout錯過；遺漏deadlinen.最終期限；截止日期Words&Expressionsdecision-makern.決策人beentitledto有權(quán)；有…的資格atwill隨意；任意stocklimitation現(xiàn)貨剩余數(shù)量legitimateadj.合乎情理的exclusiveadj.獨有的；專有的price-off減價；降價attachedadj.所附的once-in-a-lifetime千載難逢bulkadj.大量的merchandisen.商品；貨物

correspondingadj.符合的；相應(yīng)的；相關(guān)的Words&Expressionspromon.(=promotion)促銷availv.有助于；使對…有利convert…into使轉(zhuǎn)變；把…轉(zhuǎn)化成inspirationn.靈感fosterv.促進incentives激勵措施2.emailmarketing郵件營銷timelimits期限thefinalinvoice最終發(fā)票Jargons2.

Giving-discountE-mailTemplates寫作

Template#1:GeneralSalesPromotion[Subject:X%orY%?OpentoSeeNewSpecialDiscount]Dear[NameofRecipient],Wearehappytoinformyouthatourcompanywillbehavingahugediscountofferthiscoming[TargetDate]anditwillendon[EndDate].Thestocksareverylimitedsoifyouareinterested,youcangotoourwebsiteandorderrightaway.Hereisthelinkofproductsthatwillbeforsale:[Link]Wearehopingthatyouwilltakeadvantageofthenewspecialdiscountofferandstartorderingonourwebsite.Thankyouforyourpatronage.Sincerely,[Name][Title][NameofCompany]Template#2:Quarter’ssales

模板二：季度讓利折扣[Subject:X%orY%?OpentoSeethisQuarter’sDiscount]Hi[NameofCustomer],Thankssomuchforbeingaloyal[CompanyName]customerforalltheseyears!Toshowourappreciation,wearepleasedtoofferyouadiscountonany[ProductorService]youneedhelpwithbeforetheendoftheyear.Toclaimthisoffer,justhit“reply”tothise-mailbefore[Date]withany[ProductorService]youneedbeforeyear-endandwe’lltakeX%ofwhenwesendthefinalinvoice.It’sourwayofsaying:HappyFourthQuarter!Wishingyouallthebest,[YourRepresentativeName][YourCompanyName]PS:YouknowhowbusyitgetsaroundQ4whichmeans,wecan’tofferthisdiscountafterOct31(evenifwewantto!)sobesuretohit“reply”rightawayandwe’llgetyouonthecalendar.Cheers!Template#2:Quarter’ssalesTemplate#3:ChristmasSales

模版三：圣誕季折扣[Subject:X%orY%?OpentoSeetheDiscountforChristmasseason]Dear[RecipientsName],Thankyouforbeingaloyal[CompanyName]

clientformorethanXyears!Toshowourappreciation,wearegivingyouanexclusiveprice-offofferwhenyouorderfromourcatalog.Ifyoucanmakeyourpurchasesby[Date],youwillgetaX%discountonyourorder.ThiscutwillgiveyoualotofsavingsforChristmas,sograbacopyofourcatalognow.

Besuretolookattheattachedprice-offcouponwhenyoumakeyourorder.Andonceagain,thankyouforbeinganexcellentclient.Wehopetohearfromyousoon.Sincerely,

Template#3:Cancellationconfirmationaftershipping

Template#4:buydiscountedproductgetsomespecialitemforfree

模版四：折扣外加小禮品[Subject:X%orY%?OpentoSeethisQuarter’sDiscount]Dear[NameofRecipient],Wewouldliketoinformyouthatourcompany,[NameofCompany]willbehavingastorewidespecialdiscountrangingfromXtoYpercentstartingfrom[startingdate]to[enddate].Wewillalsogiveoutsomespecialitemsforsinglepurchasesamountingto[inputamount].Thisisaneffortbythecompanytosaythankyouforallourvaluedcustomers.Wehopethatyouwilltakeadvantageofthisonce-in-a-lifetimeoffer.Youcansendusyourpurchaseorderoryoucangodirectlyonyourstoretobuythem.Wearelookingforwardtohearfromyou.Sincerely,[Name]

[Title]

[NameofCompany]

Template#4:buydiscountedproductgetsomespecialitemforfreeTemplate#5:DiscountandBulkBuyDiscount

模版五：多件購買的折扣[Subject:TheDiscountofFirstTimeinForever]Dear[NameofCustomer],Weareawarethatourcompany,[NameofCompany],isnotalwaysofferingspecialdiscountssoweareveryhappytoannouncethatwewillbehavingahugediscountsalefrom[StartDate]to[EndDate].Pleasebearinmindthatthemerchandisewithdiscountswillbeverylimited.Belowisthelinktothemerchandisethatwillbeonsaleandthecorrespondingdiscounts:

[Link]Ifyouareplanningtopurchasebybulk,youcancontactusdirectlyandplaceyourorder.However,wewillonlyentertainbulkordersstartingfromthetargetstartdateofthehugediscountpromo.Wewillalsoprovideaspecialdiscountforthepeoplewhowillbeavailingtheproductsbybulk.Thankyouforyourpatronage.Sincerely,[Name]

[Title]

[NameofCompany]

Template#4:buydiscountedproductgetsomespecialitemforfreeAFTERYOUREAD

練習

A．UnderstandMainIdeas

Couldyougivesomeofthebestadviceforwritingdiscount-givingemail?

Couldyougivesometipsforcreatingurgencyandscarcity?Don’twasteyoursubjectline;Toneiseverything;Gettotheofferquickly;Addurgencyorscarcity.Pickadeadline;Usewordslike“now”,“hurry”,“instant”,and“immediately”;Showbignumbersanduseurgentcolors;putalimitonwhatyouaccept;displaystocklimitations.練習

B．UnderstandDetails1.Whattypeofincentivecouldyouchooseinsalespromotions?

A.freesamplesB.flashsalesC.discountcodesD.alltheabove

練習

B．UnderstandDetails2.What’sprobablyyourmostvaluableassetwhensendingemailwithclientorcustomerdiscounts?A.youremail’smainbodyB.yoursubjectlineC.theofferlinkenclosedD.youremail’swritingtone

練習

B．UnderstandDetails3. What’squicktipforbetteropenrates?A. IncitecuriosityB. Behonestandavoidspammy-soundingwordsC. AddvalueD. Alltheabove

練習

B．UnderstandDetails4.Whichtwocopywritingtoolshavemarketingwritersbeenusingforages?A.urgencyandabundanceB.none-urgencyandscarcityC.urgencyandscarcityD.none-urgencyandabundance

練習

5.What’stheuseofdisplayingstocklimitations?A.showingitsrealquantityB.makingcustomerstakeactionamongthefirstC.It’sjustacommonpractice.D.Theplatformrequires.

C.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.harshreality,fabricated,incentive,incite,sure-fire,spammy-sounding

1.Discountcodes,flashsales,freesamples…,nomatterwhattypeofincentiveyouchoose,salespromotionsareasure-firewaytoincreaserevenue.

2.Incite

curiosity

bynotgivingawayeverythinginthesubjectline.Insteadofsaying“25%discountinside”use“25%or35%?Opentoseethismonth’sdiscount.”3.Behonest

andavoidspammy-soundingwordslike“youwon’tbelieve”or“clicktoopen”—bothemailproviders(likeGmail)andcustomersthemselveswillpunishyouforthose.

4.Theharshrealityis:ifyoudon’tgetyourclientorcustomertoopentheiremailandusetheirdiscountimmediately,youprobablywon’tgetthemtouseitever.

5.Inshort,urgency(realurgency,notthefabricated,fakekind)forcesyourcustomerstoact

now

ormissoutontheofferforever.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.無論你選擇何種激勵措施，降價促銷是增加營收的萬全之策。(sure-fireway)Nomatterwhattypeofincentiveyouchoose,salespromotionsareasure-firewaytoincreaserevenue.

2.給客戶或用戶發(fā)送折扣的電郵時，你的標題欄很可能是你最有價值的資產(chǎn)。（mostvaluableasset）Whensendingemailwithclientorcustomerdiscounts,yoursubjectlineisprobablyyourmostvaluableasset.

3.要坦誠，避免垃圾郵件的措辭，如“你絕不會相信”或“點擊鏈接”，因為這會遭到郵箱運營商（如Gmail）和客戶本人的懲罰。(spammy-soundingwords)Behonest

andavoidspammy-soundingwordslike“youwon’tbelieve”or“clicktoopen”—bothemailproviders(likeGmail)andcustomersthemselveswillpunishyouforthose.

4.殘酷的現(xiàn)實是：如果你不能立即讓客戶或用戶打開郵件并使用他們的折扣，那么你很可能永遠都無法他們使用折扣。（harshreality）Theharshrealityis:ifyoudon’tgetyourclientorcustomertoopentheiremailandusetheirdiscountimmediately,youprobablywon’tgetthemtouseitever.

5.感謝您在這三年多以來一直作為我們忠誠的用戶！為了表示感謝，我們?yōu)槟峁┮环輰俚恼劭蹐髢r。(exclusiveprice-offoffer)Thankyouforbeingaloyalclientformorethan3years!Toshowourappreciation,wearegivingyouanexclusiveprice-offoffer.

寫作

BuildYourSpecialOfferMakeaspecialoffertoclientswithanattractivesubjectlinebasedontheinformationbelow.Customer:JaclynSwift;Product:ChalkBag;Company:Backcountry;ProductLink:

/backcountry-goodro-chalk-bagSales:30%off;TimeLimits:August15th–September15th;Representativename:AshleighMcClary;JobTitle:ClientManager;Emailaddress:amcclary@

Telephone:1-800-409-4502Sample:[Subject:30%?OpentoSeeNewSpecialDiscount]DearJaclynSwift,WearehappytoinformyouthatourcompanywillbehavingahugediscountofferthiscomingAugust15thanditwillendonSeptember15th.Thestocksareverylimitedsoifyouareinterested,youcangotoourwebsiteandorderrightaway.Hereisthelinkofproductsthatwillbeforsale:/backcountry-goodro-chalk-bagWearehopingthatyouwilltakeadvantageofthenewspecialdiscountofferandstartorderingonourwebsite.Thankyouforyourpatronage.

Sincerely,AshleighMcClary,ClientManager

BackcountryEmailaddress:amcclary@

Telephone:1-800-409-4502

跨境電商客戶服務(wù)英語（第一版）導(dǎo)論目錄Contents第一章售前服務(wù)電子商務(wù)客戶服務(wù)渠道與客服咨詢模板任務(wù)1產(chǎn)品描述要點、案例與模板任務(wù)7拒絕買家的折扣要求任務(wù)2歡迎詞、問候語類電郵的書寫任務(wù)3產(chǎn)品信息咨詢?nèi)蝿?wù)5如何書寫催促付款電郵任務(wù)6接受買家的折扣要求任務(wù)4

關(guān)于價格、折扣、促銷、付款方式、運費和關(guān)稅咨詢DeclineDiscountRequest

拒絕買家的折扣要求內(nèi)容提要1.如何禮貌回絕折扣要求2.拒絕折扣要求的電郵模板【內(nèi)容提要】本部分聚焦如何拒接買家的折扣要求，不僅介紹了如何溫柔“發(fā)好人卡”的策略，還提供了因各種理由而拒絕給予折扣的電郵/站內(nèi)信模板。本部分旨在討論如何在維護公司利益和買家自尊的前提下，全方位、多維度協(xié)助客服人員順利完成典型工作任務(wù)。知識目標：理解無法滿足折扣要求可能出現(xiàn)的情況，掌握如何

通過聆聽、備選方案、坦白能力極限和直白拒絕等手

段回絕折扣請求。能力目標：能夠精妙利用模版，書寫通用理由式回絕、價格政策

式回絕、產(chǎn)品附加值式回絕、折扣到期式回絕、免運

費式回絕。導(dǎo)入

Nomatterwhoyourcustomersare,chancesaretheyloveagooddiscount.Accordingtoindependentmarketingresearchfirm,theA.C.NielsonCo.,95%ofallshopperslikecoupons,and60%activelylookforcoupons.Ingeneral,it’sgoodtofacilitateyourcustomers’useofcoupons.Evenso,youcan’talwayscomplywiththediscountthatyourcustomerisaskingfor.Exerciseyourrighttosaynotoacustomerwhenthesesituationstakeplace:Yourcustomerasksforadiscountthatdoesnotexist.Yourcustomerasksifyoucangetthema“better”discount.Yourcustomerasksforfreemerchandise.Yourcustomeraskstouseacouponthatisinactiveorexpired.Yourcustomeraskstouseacouponthatisfromathird-partywebsite.Howtodeclinediscountrequestpolitely

如何禮貌回絕折扣要求Whenyourcustomersaskforadiscountthatyoujustcan’tgivethem,trykeepingyour“no”aspositiveandashelpfulasyoucan,youwillrenewcustomerconfidence,andkeepthemcomingback.Herecomesometipsforthereply:閱讀

1.1Genuinelylistentoyourcustomer’srequest

認真聽取客戶的要求Firstoff,hearyourcustomerout.Hearinghimoutletsyourcustomerknowhe’svaluedandimportant.Bylisten,itmeansyoushouldtakedownhisrequest,assesshisrequirement,theurgencyandtheimportance.Onceyou’veheardyourcustomeroutandevaluatedthatyoucannottaketheupthepricereduction,thenproceedtotackletherequestwithalternativeswhichistacticno.2.1.2Tryanalternative嘗試其它方案Insteadofsayinganoutright“no”whichcouldseemrude,findawaytoturndownarequestinapositivemanner.Youcandothisbyaskingthecustomerorclientafewquestionslike:

·Whydoyouwanttodothis?

·Whatresolutionareyouexpecting?Askingquestionsliketheseconveytoyourcustomerthatyou’retryingyourbesttoworkthingsout.Surprisingly,sometimestheclientmaythinkheneedsonethingbutcouldactuallyneedsomethingelse.Inthemeantime,lookforalternativesolutionsinsteadofhisexactoutcome.Askyourselfwhatworkaroundyoucanfind.1.3Explainwhatyoucando告知你的力所能及Inotherwords,behonest.Now,yesyoudon’thavetoobligeeveryrequestyougetbutagain,insteadofa“no”,explaintoyourclient

why

youcan’ttakeuphisrequest.Explainingittohimletshimunderstandyou’veconsideredhisrequestbutunfortunately,can’tprovidetheexactoutcomethathe’sexpectingduetotimeorbandwidthconstraints.Explaininghelpsmaintainthe

rapportyouhavewiththecustomerwhilestillbeingrealisticaboutyourwork.1.4Makesureyourrejectionemailisclear

拒絕要明確直白Sometimesit’shardtoconveyagood-intentionedmessageonemailasemaildoesn’tcarrytone.Whilerejectingcustomerrequestsonemail,makesure:

·Youthankthecustomerforhisrequest

·Makesureyou’reclearaboutdecliningtherequest

·Mentionwhatyoucando

·ReaffirmyouranswerattheendWords&Expressionspositivityn.

積極性decencyn.

得體；彬彬有禮stuffn.

東西；物品automated

adj.

自動的；自動化的motivatev.

激勵；促使Jargonslong-termcustomer

長期客戶productrecommendation產(chǎn)品推薦newestoffering 最新發(fā)行(的產(chǎn)品)2.

Templatesfordecliningdiscountrequestemail/inboxmessage

拒絕折扣要求的電郵/站內(nèi)信模版寫作

Template#1:declineforgeneralreason模版一：通用型理由Hi[CustomerName],

It’sawesomethatyoushowinterestinour[Product]!Wecannotwaittohaveyouonboard.Asforyourdiscountrequest,I’msorrytosaythatwedon’tofferdiscounts.Webelievethatourserviceoffersmorevalueforyourmoneyanditwillbeunfairtoourothercustomersifwemakeanexception.LetmeknowifIcansendyouthecontract.Thanks,[YourRepresentativeName]

[YourCompanyName]Template#2:whenthepricepolicydoesn’tallow

模版二：由于價格政策的限制DearValuableCustomer,Thankyouforshowinginterestinourproducts.Asperyoure-mailon[RequestE-mailDate],youhaverequestedforanextradiscountonthepurchaseof[Product].Wevalueyousuggestionofanextradiscountonthepurchaseoftheseproducts,butweregrettointimateyouthatasperourpolicies,wearenotallowedtodiscounttheproductsabovetheonepresentonthewebsite.Weunderstandthatyouhavebeenaregularcustomerbutwearealsoboundbythepoliciesofourorganization.ThanksandRegards,[YourRepresentativeName][YourCompanyName]Template#2:whenthepricepolicydoesn’tallow

Template#3:declinebyemphasizingtheaddedvalues

模版三：通過強調(diào)產(chǎn)品的附加值方式來拒絕要求Dear[CustomerName]

Overthelast[X]years,[CompanyName]hasmanagedtokeepitspricescompetitivedespitetheever-risingcostsofrunningthisstore.Webelievethatevenintoday’s[Amazon/eBay/nameoftheplatform],weremainquitecompetitiveforwhatweoffertoourcustomers.Thoughoccasionallywereceiverequestssuchasyours,requestingareductioninourpricing,wemustmakeyouawarethatthereisoftenlittleornoroomatalltomovewithinthepriceswecharge.Weaskyoutokeepinmindthatourcompanyoffersmanyvalue-addedservicessuchas:(brieflydescribeaddedvalueservicesuchasuniquequality/design/featuresetc.)(brieflydescribeaddedvalueservicesuchasshippingpolicy)(brieflydescribeaddedvalueservicesuchasrefundpolicy)

Template#3:declinebyemphasizingtheaddedvaluesAsyoucansurmise,[CompanyName]incursadditionalcostsinordertobringtheseextrastoitsclients.Naturally,wemustbuildthosecostsintothepriceofourproduct.Whetherwelikeitornot,economicsdictatethepriceswecharge;sameasanyotherbusiness.So,inresponsetoyourrequesttoreducethe[product])price,weregrettoadviseyouthatweareunabletoaccommodateyouinthisway.Again,Imustreiteratethatourpricescurrentlyremainquitecompetitiveacrossthewhole[Amazon/eBay/nameoftheplatform].Theyareveryreasonablewhencomparedtoequivalentvalue-addedservices.Thankyouforyourunderstandinginthismatter,[Mr./Mrs./Ms.Name].Aswecontinuetoofferthehighestlevelofservice,welookforwardtoyourcontinuedpatronage.

Sincerelyyours,[YourRepresentativeName]

[YourCompanyName]

Template#4:whencouponisnolongervalid

模版四：因為折扣活動到期而拒絕要求Hi[CustomerName],

Thankyouforcontactingus!I’mverysorry,butwewillnotbeabletohonoryourdiscountrequest.Unfortunately,thecouponcodethatyouprovidedfor50%offoneitemisfromoverayearago,andisnolongeractiveinoursystem.Ourcouponsaretypicallyvalidfor30daysaftertheyareissued.Ifyouareeverunsureofwhetheracouponisvalid,youcancheckthedatesofvalidity,whichareprintedonthebottom.Ihaveattachedacurrentholidaycoupontothisemail–itisvalidfor30%offyourentirepurchasefromnowthroughthe30thofDecember.JustenterthecodeHOLIDAY30atthecheckout,orbringthecouponintooneofourlocations.Youcanfindfuturepromotionsonourwebsiteat[LINK],oryoucanjoinourmailinglistifyouwouldlikeustosendyouoffers.Pleaseletmeknowifyouwouldlikemetoaddyourinformationtoourlist.Bestregards,[YourRepresentativeName]

[YourCompanyName]Template#4:whencouponisnolongervalidTemplate#5:declinetherequestwhileofferingfreeshipping

模版五：通過免運費補償Hi[CustomerName],Weappreciateyourrequestandunderstandyourneedtosavealittlemoneyinthiseconomy.

Wedoaswell.

However,withtheagreementswithourclients,wecannotunder-cutthem.

Itwouldnotbefairtothemifwesoldforlessthantheypayforourproducts.

[CompanyName]doesitsbesttoofferthe[productname]atthebestpricepossible.

Ithastakenyearsofsacrificeandperseverancetoreachthispointwherewecanfinallysellourproductsattheseprices.

Wehopeyouunderstand.

Wecan,however,takecareoftheshipping,andhopeyouwouldbehappywiththislittlefavor.Sincerely,[YourRepresentativeName]

[YourCompanyName]Template#5:declinetherequestwhileofferingfreeshippingWords&Expressions1.shoppern.購物者;（商店的）顧客

2.couponn.優(yōu)惠券

3.facilitatev.促進;促使;使便利

4.complywith服從，遵從5.inactiveadj.失效的6.expiredadj.到期了的；(因到期而)失效的7.renewv.使繼續(xù)有效；延長…的期限

8.genuinelyadv.由衷地；真誠地；真正地；誠實地9.hearout聽…把話說完10.assessv.評估Words&Expressions11.urgencyn.緊迫；急迫；急事12.evaluatev.估計；評估；評價

13.proceedv.繼續(xù)做（或從事、進行）14.tacklev.應(yīng)付，處理，解決（難題或局面）15.alternativen.可供選擇的事物16.tacticn.策略;手段;招數(shù)17.outrightadj.直截了當?shù)?/p>

18.turn-downarequest拒絕請求19.resolutionn.（問題等的）解決，消除20.obligev.（根據(jù)需求或需要）幫忙，效勞Words&Expressions21.takeuparequest接受請求22.constraintn.限制；限定；約束23.good-intentionedadj.善意的24.reaffirmv.重申；再次確定25.makeanexception破例，例外26.representativen.代表27.asper按照；根據(jù)28.ever-risingadj.不斷上升的29.surmisev.推測;猜測30.incurv.帶來（成本，花費等）Words&Expressions31.reiteratev.反復(fù)地說;重申32.equivalentn.相等、相同的東西33.favorn.喜愛，偏愛1.independentmarketingresearchfirm

獨立營銷研究公司2.freemerchandise免費的商品3.third-partyn.第三方Jargons

7.regularcustomer老客戶8.addedvalues附加值9.value-addedservice增值服務(wù)10.shoppingpolicy購物政策11.refundpolicy退款政策12.patronage惠顧；光顧13.couponcode優(yōu)惠券碼14.mailinglist電郵名址錄；(計算機中存儲的)電郵發(fā)送清單15.price-focus價格焦點16.product-focus產(chǎn)品焦點17.freetrial免費試用

JargonsAFTERYOUREAD

練習

Howtodeclinediscountrequestpolitely?Answer:Genuinelylistentoyourcustomer’srequest.Tryanalternative.Explainwhatyoucando.Makesureyourrejectionemailisclear.

Whencustomertextsyouadiscountrequestandifyou’renotgoingtogivethemadiscount,whatcanyoudo?Answer:First,youneedtomakesurethey’requalifiedforyourproduct.Second,youneedtohelpthemmeasurethatvalue.Andthird,youneedtostandbyyourprice.練習

B．UnderstandDetails1.Accordingtoindependentmarketingresearchfirm,theA.C.NielsonCo.,whattypeofpromotiondoshopperslikebest?A.low-priceseckill（秒殺）B.freegiftsC.coupons