本书结构明了，内容实用，共分成产品信息、产品价格、产品支付、产品包装、交货和发货、投诉和纠纷、评价、客户维系和开发八个学习任务。教材内容按照“核心词汇”—“常用表达”—“实用对话”—“情景案例”的顺序编排，循序渐进，层层深入，旨在帮助广大跨境电商从业人员突破语言沟通障碍，提升跨文化交流能力，更好地实现和谐、有效的跨境电商售前、售中和售后沟通。
王琼 副教授，主要从事跨境电商领域的研究和教学工作。主持省级教科研项目6项，公开发表学术论文20余篇，主编教材3部。国家级教学创新团队主要成员；获2014年、2018年国家级教学成果二等奖。
蒋海 江苏宗方科技有限公司总经理、教育部1+X职业技能等级考证师资培训专家、阿里巴巴特聘专家讲师、阿里学院创始讲师、阿里巴巴数字贸易学院副院长。大型省级外贸公司从业20年，业绩突出，管理经验丰富，多次荣获省级集团先进工作者等荣誉称号。擅长跨境贸易和电子商务（包括B端和C端）全流程各个环节的实务操作与理论教学，出版《跨境电商谈判技巧》等系列跨境电商实务教材。
Learning Task 1 Product Information
产品信息
Learning Activity 1 Inquiry and Reply about Product Quality
关于产品质量的询问与回复
Learning Activity 2 Inquiry and Reply about Product Material
关于产品材质的询问与回复
Learning Activity 3 Inquiry and Reply about Product Specification
关于产品规格的询问与回复
Learning Activity 4 Inquiry and Reply about Product Features
关于产品特色的询问与回复
Learning Activity 5 Communication Skills (1)
沟通技巧（1）
Learning Activity 6 Homework and Evaluation
作业与评价
Learning Task 2 Product Price
产品价格
Learning Activity 1 Inquiry and Reply about Product Price
关于产品价格的询问与回复
Learning Activity 2 Price Negotiation
价格磋商
Learning Activity 3 Communication Skills (2)
沟通技巧（2）
Learning Activity 4 Homework and Evaluation
作业与评价
Learning Task 3 Product Payment
产品支付
Learning Activity 1 Inquiry and Reply about Payment Process
关于支付过程的询问与回复
Learning Activity 2 Inquiry and Reply about Payment Failure
关于支付失败的询问与回复
Learning Activity 3 Leave a Message to Unpaid Customers
给未付款的客户留言
Learning Activity 4 Communication Skills (3)
沟通技巧（3）
Learning Activity 5 Homework and Evaluation
作业与评价
Learning Task 4 Product Packaging
产品包装
Learning Activity 1 Inquiry and Reply about Product Packaging
关于产品包装的询问与回复
Learning Activity 2 Communication Skills (4)
沟通技巧（4）
Learning Activity 3 Homework and Evaluation
作业与评价
Learning Task 5 Shipping and Delivery
发货和交货
Learning Activity 1 Inquiry and Reply about Logistics Methods
关于物流方式的询问与回复
Learning Activity 2 Inquiry and Reply about Delivery Time
关于交货时间的询问与回复
Learning Activity 3 Inquiry and Reply about Shipping Fee
关于运费的询问与回复
Learning Activity 4 Inquiry and Reply about Logistics Status
关于物流状态的询问与回复
Learning Activity 5 Communication Skills (5)
沟通技巧（5）
Learning Activity 6 Homework and Evaluation
作业与评价
Learning Task 6 Complaints and Disputes
投诉和纠纷
Learning Activity 1 Complaint and Reply about Product Quality
关于产品质量的投诉与回复
Learning Activity 2 Complain and Reply about Product Discrepancy
关于产品不符的投诉与回复
Learning Activity 3 Complain and Reply about Logistics Delay
关于物流延误的投诉与回复
Learning Activity 4 Communication Skills (6)
沟通技巧（6）
Learning Activity 5 Homework and Evaluation
作业与评价
Learning Task 7 Comments and Reviews
评价
Learning Activity 1 Invite Customers to Leave Positive Comments
邀请客户留好评
Learning Activity 2 Reply to Customers’ Comments
回复客户评价
Learning Activity 3 Communication Skills (7)
沟通技巧（7）
Learning Activity 4 Homework and Evaluation
作业与评价
Learning Task 8 Customer Maintenance and Development
客户维系与开发
Learning Activity 1 Daily and Holiday Greetings to Regular Customers
老客户日常和节假日问候
Learning Activity 2 Products Promotion to New and Regular Customers
向新老客户推广产品
Learning Activity 3 Communication Skills (8)
沟通技巧（8）
Learning Activity 4 Homework and Evaluation
作业与评价
参考文献
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