跨境电子商务客户服务：处理发货前的特殊订单-3.pptxVIP

;;当卖家发现客户担心需要向海关额外支付费用或者税收时，可以( )。 A.保证不会发生这样的事，打消客户的顾虑 B.在充分了解相关政策之后再为客户答疑解惑，不能隐瞒或者引起客户误会必须如实说明清楚 C.不理会客户，因为客户可以在当地海关咨询这些信息 D.主动承担额外费用或税收; ;;情境5：直航货机无法抵达 有的客户所在的国家或者地区,由于各种政策等原因，导致直航货机无法抵达。 ; 情境5处理方式： 1.卖家需要及时向客户说明情况，商议是否能接受通过其他国家或者地区中转，以及能否接受因为中转而延长且不确定的运输时间。 2.卖家应将真实的情况告诉客户，让客户有心理准备。 3.客服人员要以严谨认真的态度进行沟通，提高服务意识，展现我国敬业和精益求精的工匠精神。;Dear sir/ madam, We feel very sorry that your order cannot be shipped directly to your country/region, due to no direct cargo flights between xxx and China. Would you mind if your order is shipped via some other country or region? It might be hard to control the shipping time, which usually ranges from xx to xx days. We are looking forward to your reply. If there is anything we can do for you, do not hesitate to contact us. Thank you very much. Best Regards！ (Your name) ;Dear customer, We can send this item to xxx. However, theres only one problem. Due to there re little direct cargo flight between Lithuania and China, the items shipped to there has to be transited from other Europe Countries. That make the shipping time is hard to control. As our former experience, normally it will take 25 to 45 days to arrive at your country. Is it OK for you? Waiting for your reply. Best regard, (Your name); ; ; ;;以下哪种情况不适合寄往澳大利亚？ A.活体金鱼 B.纸盒精装苹果 C.护肤水 D.服装;总结;感谢大家