跨境電商英語溝通 學(xué)習(xí)任務(wù)7 Learning Activity 1-4 Invite Customers to Leave Positive Comments-Homework and Evaluation

LearningActivity1InviteCustomerstoLeavePositiveComments

學(xué)習(xí)活動(dòng)1邀請(qǐng)客戶留好評(píng)[LearningObjectives學(xué)習(xí)目標(biāo)】LearncorevocabulariesofinvitingcustomerstoleavepositivecommentsLeamusefulexpressionsandsentencesofinvitingcustomerstoleavepositivecommentsLearnaboutthewritingmethodsofinvitingcustomerstoleavepositivecomments[ClassHour建議學(xué)時(shí)】2periods/2學(xué)時(shí)[LearningTask學(xué)習(xí)任務(wù)】請(qǐng)?jiān)趯W(xué)習(xí)本章節(jié)內(nèi)容后，用所學(xué)知識(shí)點(diǎn)和相關(guān)句型邀請(qǐng)客戶留好評(píng),要求內(nèi)容清晰準(zhǔn)確，語言禮貌得體，與建立良好的關(guān)系。[LearningProcess學(xué)習(xí)過程】Step1:LearningCoreVocabularies學(xué)習(xí)核心詞匯comment['kDment]n.somethingthatyousayorwritewhichgivesanopiniononorexplainssb/sth議論；評(píng)論e.g.I)Iamnotinapositiontomakeacomment.我不便發(fā)表評(píng)論。II)ForCross-borderE-commercesellers,commentsonproductsareveryeffectivesalestools.對(duì)于跨境電商賣家來說，產(chǎn)品評(píng)價(jià)是非常有效的銷售工具。positive['pDzotlv]adj.directedatdealingwithsthorproducingasuccessfulresult積極的;建設(shè)性的；朝著成功的e.g.I)Theagreementshouldhaveverypositiveresultsinthelongterm.從長(zhǎng)遠(yuǎn)來看，這個(gè)協(xié)議將會(huì)產(chǎn)牛非常積極的影響。II)Morethan80%ofthebuyerssaidtheirbuyingbehaviorwasaffectedbypositive我們會(huì)盡一切努力讓你快樂。Consumersgenerallyplacemoreweightonnegativeinformationthanonthepositivewhendecidingwhattobuy.消費(fèi)者在決定要買什么物品的時(shí)候往往更重視負(fù)面消息，而不是正面消息。Weshouldresendtherightitemwiththeleastpossibledelayandgiveyouanadditionaldiscountifyoucouldkindlyrevisethecomment.如果您能修改評(píng)價(jià)，我們會(huì)立刻給您重新發(fā)貨并給您額外的折扣。Step3:LearningPracticalDialogues學(xué)習(xí)實(shí)用對(duì)話Pleasetrytoroleplaythefollowingdialogue,especiallypayattentiontotheunderlinedparts.Hi,dearcustomer.Thankyouforshoppinginourstore.Wenoticedthatyougaveusaveutndcomment.Canyoutellmuarethereanythingwrongwithourproductorservice?Wewilltryourbesttocorrectit.親，您好。感謝您在本店購(gòu)物，我們看到您給了我們一個(gè)中評(píng)。請(qǐng)問我們的產(chǎn)品或服務(wù)有哪些地方做得不夠好呢？我們會(huì)盡力改正。Oh,yourproductisgood,buttheattitudeofyourcustomerservicewasverybad.哦，你們的產(chǎn)品還是不錯(cuò)的，但是客服的態(tài)度很不好。Iapologizefbrher.Ifpossible,couldyousendmecscreenshotofthecharthistory?我代替她向您抱歉。如果可以的話，您能將聊天記錄截圖發(fā)給我嗎？Sure.可以。Okay,thanks.Indeed,theattitudeofthecustomerserviceisverybad,we'llsettlethisallthen.We'resorryforthenegativeeffectcausedt。ynu,butwestillhopeyoucanreconsidertogiveusagoodfeedback.Wearewillingtogiveafavorablediscountinyournextpurchase.好的，謝謝c確實(shí)，客服的態(tài)度很不好，我們一定會(huì)處理這件事的C對(duì)您造成的不良影響，我們表示很抱歉，不過我們還是希望您重新考慮能給我們一個(gè)好評(píng)。我們?cè)敢庠谀麓钨?gòu)物中給您一個(gè)大折扣。Inthatcase,I'llgiveyouapositivepurchase.既然如此，那我就給你一個(gè)好評(píng)吧。A:Thankyou.It'sverykindofyou.謝謝，您真是太好了。Step4:LearningClassicCases學(xué)習(xí)經(jīng)典案例CaseAnalysis1：RelytothePositiveComments店鋪的好評(píng)率越高，客戶就會(huì)對(duì)店鋪增加信任感。同款產(chǎn)品，如果質(zhì)量、價(jià)格都一樣,客戶肯定會(huì)選擇好評(píng)率高的店鋪購(gòu)買。如果賣家收到買家的好評(píng)，一定要及時(shí)答復(fù)、感謝買家的好評(píng)，并提供特別折扣、發(fā)放優(yōu)惠券等有助于買家再次消費(fèi)。一封較好質(zhì)量的好評(píng)回復(fù)，在稱呼上需要使用客戶的名字，讓客戶覺得有親切感，落款名稱可以是客服的名字，以便讓客戶覺得自己并不是和一個(gè)冰冷的互聯(lián)網(wǎng)在交易，這樣也方便后續(xù)的郵件營(yíng)銷和SNS營(yíng)銷等。AliExpressShopperIH03Jun2020Color:NavyblueSize:36Peeled!Sitperfectly!Height175,OB94,OT66tookthesize36)Thankyouverymuchtotheseller,thegoodsareveryhighquality!Prosperity!)Auto-translatedOriginalJBAliExpressShopper27May2020Color:BlackSize:40Verybeautifuljeans,nicematerial,goodsewingquality.Myhipsare102andthesizesatwell.Thankthesellerfortherecommendation,asusuallytakethesizebigger.Thesellerat...批注[W用批注[W用6]:稱呼買家的姓名Thankyouforpurchasingtheproductinmystore.IjustnoticedthatyouleftpositivefeedbackandIwanttopersonallythankyou.Itmeansalottomysmallbusiness.Wewillgive批注［w用7］：致謝youaspecialdiscountof10%foryournextpurchaseandhopetobuildupalong-termrelationshipwithyou./—一批注［W用8］：給予買家特別折扣，為買家再次購(gòu)買做好鋪墊Thanksagainforpositivefeedbackandhaveagoodday!?批注［W用9］:再次表達(dá)感謝Yourssincerely,NameCaseAnalysis2：RelytotheNegativeComments賣家收到買家的中差評(píng)時(shí)，一定要通過站內(nèi)信、郵件等方式積極和買家溝通，向他們表達(dá)誠(chéng)摯的歉意，問清楚到底是質(zhì)量問題，還是物流太慢或是包裝破損，并主動(dòng)提出解決問題的方案。例如買家說產(chǎn)品質(zhì)量不好，賣家可以容許給其退換貨或退款，同時(shí)給予一定的補(bǔ)償。用行動(dòng)和誠(chéng)意逐步引導(dǎo)買家移除中差評(píng)，修改為好評(píng)。AliExpressShopper28Feb2020Color:aspictureIneverreceiveditandevenwithoutthereturnoftheMoney,thesellerdoesn'tansweranyquestions.Idon'trecommend,Ishouldbeoutofthiscompany.Auto-translatedOriginalAliExpressShopper3^^02Jun2020ColorzaspictureIt'sbeenamess.03Jun2020Auto-translatedOriginal03Jun2020AliExpressShopper*ColorzaspictureNeverarrivedAuto-translatedOriginalDearMissStevens,Thankyouforpurchasinginourstore.Wefeelverysorrythatyouareunsatisfiedwithourproductorservice.Pleaseacceptoursincereapology.Wewillbemorecarefulnexttime,andtryourbesttobemoreprofessional.Asanewstore,customers?commentsplayaveryimportantroletoourshop,sowehopethatitwillbeachancetohelpustoreviseyournegativecommentintoapositiveconimeiit.批注［w用io］：稱呼買家的姓名批注［w用11］:致謝批注［W用12］:表達(dá)歉意和努力改進(jìn)工作的愿望批注［W用13］:希望買家修改評(píng)價(jià)批注[W用批注[W用14]：站在買家角度提出具體措施，確保讓買家滿意批注[W用15]:友好的結(jié)尾Iamlookingforwardtoyourreply.BestWishes,NameStep5:CompleteLearningTasks完成學(xué)習(xí)任務(wù)你在Wish平臺(tái)上經(jīng)營(yíng)一家女裝店鋪，其中一款沙灘裙成為本月熱賣品。昨天有兩位買家對(duì)購(gòu)買的沙灘裙做出了評(píng)價(jià)。來自法國(guó)的買家Carol給出好評(píng)，她認(rèn)為裙子款式時(shí)尚，顏色亮麗。而來自意大利的買家Bianca給出了差評(píng)，原因是裙子洗后有褪色現(xiàn)象。請(qǐng)針對(duì)兩位買家不同的評(píng)價(jià)，分別給她們留言。LearningActivity3CommunicationSkills(7)學(xué)習(xí)活動(dòng)3溝通技巧(7)[LearningObjectives學(xué)習(xí)目標(biāo)】LearntoexpressgoodexpectationstocustomerssincerelyMastercommunicationskillsofaskingbuyerstoremovenegativecommentsandreviews[ClassHour建議學(xué)時(shí)】1periods/1學(xué)時(shí)【案例1】BuyerHiCathy,Thanks.Youareoneprofessional,experienced,andsuccessfulbusinesswoman.Mybestcomplimenttoyou.JohnSellerDearJohnThanksforyourkindcompliment.Ithinkthiscouldn'tbeoutofyoursupport!!Thatismypleasuretocooperatewithyou.Hopebothofuscoulddomorebusinessinfuture.Bytheway,IwillsendyouralltheshippingdocumentsonceIgettheBL.Regards.Cathy分析與溝通技巧:遇到客戶的好評(píng)和贊美，我們可以簡(jiǎn)單地謝謝客戶的贊美！順便也反過來感謝一下客人的支持，而且可以展望長(zhǎng)期的合作?！景咐?】很多C端電商賣家，比方亞馬遜，eBay的新手賣家都對(duì)于如何撰寫移除差評(píng)星級(jí)和負(fù)面評(píng)論的電郵感到十分煩惱，這里以優(yōu)秀賣家為例來說明，并附上模板作為參考。首先是移除差的評(píng)級(jí)（Feedback）：總體盡量語氣直接用字簡(jiǎn)明，讓買家收到時(shí)再收信匣的預(yù)覽界面就可以一目了然。再來是內(nèi)容的部份，以下是請(qǐng)買家提供SKU/ASIN來做查詢，可以依照您的需求來做內(nèi)容調(diào)整。首先都是要先表達(dá)歉意，以及還有愿意積極處理的誠(chéng)意,最后再表達(dá)由衷地感謝給予改進(jìn)的機(jī)會(huì)。（以下為參考模板）Subject：RegardingyourAMAZON.COMorderfeedbackwithXXX（storename）DearCustomer,YourecentlyleftusanegativefeedbackregardingyourorderplacedwithXXXonAMAZON.COM.Wearesorryabouttheinconvenience.PleasekindlyprovideuswiththeSKUnumberunderthebarcodelabelontheitempackagingorontheboxorplasticwrappingtheitemwasin.Pleaseletusknowexactlywhat'sthemodelofyourdeviceandwewilllookintothismatter.Sorryfortheinconvenienceandthankyouforgivingustheopportunitytorectifythematter.SincerlyyoursXXXCustomerServiceTeam接著是移除負(fù)面評(píng)論（ProductReviews）：記住，不管買家留下好評(píng)跟差評(píng)，首先先說明對(duì)對(duì)方愿意花時(shí)間寫下Reviews致謝?。ɑ径Y貌先做好，老外有些吃軟不吃硬，有時(shí)候你愿意提供免費(fèi)商品給他，她還會(huì)跟Amazon檢舉你..）要這樣想，買家已經(jīng)花時(shí)間幫你寫評(píng)論，他們是無償?shù)模瑢懴聛聿还芎迷u(píng)或者差評(píng)，不管賣家有沒有方法心平氣和的去看待，都要感謝一下！作為改善產(chǎn)品的基準(zhǔn)！之后再開始說明對(duì)于Reviews差評(píng)的歉意與具體改善的方法（如真誠(chéng)地道歉、提供退款），之后就是展現(xiàn)客服的誠(chéng)意，讓對(duì)方了解他的意見是被認(rèn)真重視的，給予顧客被尊重的感覺。（以下為參考模板），比擬重要的是，千萬不可以跟買家協(xié)商：退款給您，但是請(qǐng)您留好評(píng)--一這樣的字句是違規(guī)的。Subject：RegardingyourAmazonProductReviewDearCustomer,Thankyouforyourpurchaseandtakingthetimetowriteaproductreview.Weareterriblysorrytoheartheproductyoureceivedisdefectiveandwouldliketoknowifwecansendyouafreereplacementorassistyouwitharefund.Customerreviewsisimportanttousandwevalueyourresponse.Allresponseswillbeusedtofurtherimprovethequalityofourserviceandproducts.Pleaseletusknowhowwemayassistyoutoresolvetheissueyouhaveexperienced.Sorryfortheinconvenienceandthankyouforgivingustheopportunitytorectifythematter.SincerlyyoursXXXCustomerServiceTeamLearningTask1LearningTask2Evaluations:commentsonproducts.超過8096的買家表示，他們的購(gòu)買行為受到了產(chǎn)品好評(píng)的影響。awareness[s'wesnss]n.knowingsth;knowingthatsthexistsandisimportant;beinginterestedinsth知道；認(rèn)識(shí)；意識(shí)；興趣e.g.I)ItisimportantthatstudentsdevelopanawarenessofhowtheInternetcanbeused.重要的是學(xué)生逐漸懂得如何使用互聯(lián)網(wǎng)。II)Sellersusevariousmethodstostimulatebuyertobuyandimprovebrandawareness.賣家用各種方式刺激買家購(gòu)買，提高品牌知名度。review[ri'vju：]n.anessayorarticlethatgivesacriticalevaluation評(píng)價(jià)；評(píng)論e.g.I)Thenewspapergaveareviewofthenewbook.報(bào)紙對(duì)這本新書作了評(píng)論。II)Doyouthinktheproductmatchesuptoitsenthusiasticreview?你認(rèn)為這個(gè)產(chǎn)品符合它熱情的評(píng)價(jià)嗎？evaluation[i,vaelju'elfn]n.anappraisalofthevalueofsomething評(píng)價(jià)e.g.I)Thedressgotagoodevaluation.這件裙子得到了很好的評(píng)價(jià)。II)Thewaytheguestsweretreatedinthehotelinfluencedtheirevaluationoftheservice.客人在酒店受到的待遇影響了他們對(duì)服務(wù)的評(píng)價(jià)。favorable「feivorsbl]adj.encouragingorapprovingorpleasing贊許的；贊同的e.g.I)Thissystemhasbeenwidelyappliedinpractice,andgotfavorablecommentsfromusers.該系統(tǒng)在實(shí)踐中得到了廣泛的應(yīng)用，得到了用戶的好評(píng)。II)Someproductshavealreadyenteredtheinternationalmarketandwoncustomers9trustandfavorablecomments.局部產(chǎn)品已進(jìn)入國(guó)際市場(chǎng)，贏得了客戶的信賴和好評(píng)。feedback「fi：dbeek]n.advice,criticismorinformationabouthowgoodorusefulsthorsb'sworkis反應(yīng)的意見(或信息)e.g.I)Iwasgettinggreatfeedbackfrommyboss.老板對(duì)我的評(píng)價(jià)很高。

II)Youneedfeedbacktomonitorprogress.你需要利用反應(yīng)信息來監(jiān)控進(jìn)展。reward[riwo:d]n.athingthatyouaregivenbecauseyouhavedonesthgood,workedhard,etc.獎(jiǎng)勵(lì)；回報(bào)；報(bào)酬e.g.I)Hedeservesarewardforhisefforts.他的努力值得獎(jiǎng)賞。II)Thecompanyisonlyjuststartingtoreaptherewardsoflong-terminvestments.這家公司才剛剛開始收獲長(zhǎng)期投資的回報(bào)。loyalty['10Iolti]n.thequalityofbeingfaithfulinyoursupportofsb/sth忠誠(chéng)；衷心'e.g.I)Wewillmakeeveryefforttoincreasecustomerloyalty.我們將盡一切努力提高客戶忠誠(chéng)度。II)Hisloyaltytohisfriendswasneverindoubt.他對(duì)朋友的一片忠心從來沒受到懷疑。Step2:LearningUsefulExpressions學(xué)習(xí)實(shí)用表達(dá)附加值addedvalue曝光率附加值addedvalue曝光率exposurerate客戶忠誠(chéng)度customerloyalty貝勾買體驗(yàn)shoppingexperience個(gè)人體驗(yàn)personalexperience驅(qū)動(dòng)力drivingforce好評(píng)positivecomment口碑wordofmouth賣家好評(píng)率positiveratio留評(píng)leavecomment參考價(jià)值referencevalue品牌意識(shí)brandawareness[BrilliantSentences精彩句型】Yourcommentissoimportanttous.您的評(píng)價(jià)對(duì)我們很重要。Wewouldreallyappreciateitifyouwouldleaveusyourpositivecomment.如果您給我們好評(píng)，我們將不勝感激。Yourfavorablecommentsarethedrivingforceofourcontinuousefforts.您的好評(píng)是我們不斷努力的動(dòng)力。Pleasekindlyclickthefollowinglinkandleaveyourcommentsonourproductandservice.請(qǐng)您點(diǎn)擊以下鏈接評(píng)價(jià)我們的產(chǎn)品和服務(wù)。Weareasmallbusinessandwecan'texistwithoutcustomers7commentsandreviews.我們是一家小公司，沒有客戶的評(píng)論我們無法生存。Wearegladtosendyouacouponifyouleaveusapositivecomment.如果您給我們留下好評(píng)，我們很高興寄給您一張優(yōu)惠券。Commentsaboutbuyer'spersonalexperiencecanhelpdrivethepotentialcustomerstoplaceorders.關(guān)于買家個(gè)人體驗(yàn)的評(píng)論可以幫助潛在客戶下訂單。Improvingcustomers,loyaltyandsatisfactionisourgoal.提升客戶忠誠(chéng)度和滿意度是我們的目標(biāo)。Yourpositivecommentmeansalottomysmallbusiness.你的積極評(píng)價(jià)對(duì)我的小生意很重要。Ifyouarenotsatisfied,pleaseletusmakeitrightbeforeyouleavenegativecomment.如果您不滿意，請(qǐng)讓我們?cè)谀粝仑?fù)面評(píng)論之前糾正問題。Step3:LearningPracticalDialogues學(xué)習(xí)實(shí)用對(duì)話Pleasetrytoroleplaythefollowingdialogue,especiallypayattentiontotheunderlinedparts.Dearcustomer,weareawarethatyourpackagehasarrivedonMay15.Whatdoyouthinkofourproduct?親，我們知悉您的包裹已于5月15日到達(dá)。您覺得我們的產(chǎn)品怎么樣呢？Thepackagingisverydelicate,andthefabricofthisshirtisgood.ButIamnotsurewhetherithascolorfadingafterIwashit.包裝很精致，襯衫面料也不錯(cuò)。但我不確定洗后是否會(huì)褪色。Don'tworry.Ourshirtsarealmostnocolorshading.不用擔(dān)憂，我們的襯衫幾乎不會(huì)褪色。Well,that'sgood.好的，那不錯(cuò)cA:Ifyoulikevurproducts,pleasepostsomepositivecomments.Ifyouhaveanysuggestion,pleasefeelfreetotellus.Yoursatisfactionmeansalottous.如果您喜歡我們的產(chǎn)品，還望給個(gè)好評(píng)。如果有什么建議也可以直接告訴我。您的滿意對(duì)我們很重要。B:Fine,Tilmakeagoodcustomerreview.好的，我會(huì)給你一個(gè)好評(píng)的。A:Okay,thankyou.Welcometovisitourshopagain.好的，謝謝。歡迎再次光顧我們店鋪。Step4:LearningClassicCases學(xué)習(xí)經(jīng)典案例CaseAnalysis：Within2-3daysafterthegoodsarereceived,thesellercantaketheinitiativetoaskthebuyerwhetherheorsheissatisfiedwiththeproduct.Ifthebuyerfeelssatisfied,thesellercaninvitethebuyertoleaveafavorablecomment.However,ifthereisanyproblemordissatisfaction,askingthebuyertocontactyoubeforeleavinganegativecomment.[Example)DearSir/Madam,Thankyouforyourorder.AspartofCustomerSatisfactionteam,Iwanttoreachouttolearnwhetheryouhavereceivedtheproduct.Ijustwantedtomakesurethatyou'rehappywithourproduct.Ifyouhaveanyissues,pleasereplytothismessagesoIcanmakeitright.We'reasmallbusinessandwecan'texistwithoutyourcommentsandreviews.Yourcommentissoimportanttous!Ifyouthinkwe'vedoneagoodjob,Iwouldreallyappreciateitifyouwouldleaveusyourpositivecomment.|Ifyou*renotsatisfied,letusmakeitrightbeforeleavingnegativecomment.Emailusandwewilldowhateverittakestomakeyouhappy.Iwanttopersonallythankyouforbeingoneofourcustomers.Weloveourcustomersandwillalwaysbehereifyouneedus.YoursSincerely,批注［w用1］：致謝批注［W用2］:告知買家來信的目的批注［W用3］:說明買家好評(píng)的重要性批注［W用4］:如果買家有不滿意的地方，保證盡力解決批注［W用5］:表達(dá)誠(chéng)摯的工作態(tài)度NameStep5:CompleteLearningTasks完成學(xué)習(xí)任務(wù)你在AliExpress平臺(tái)上新開了一家西服定制店鋪。經(jīng)過數(shù)月經(jīng)營(yíng)，你收到了來自德國(guó)買家Henry的第一筆訂單。買家確認(rèn)收貨后，遲遲沒有留評(píng)。請(qǐng)給該客戶發(fā)送郵件或留言，詢問客戶對(duì)產(chǎn)品是否滿意并邀請(qǐng)客戶留好評(píng)。LearningActivity2ReplytoCustomers9Comments

學(xué)習(xí)活動(dòng)2回復(fù)客戶評(píng)價(jià)[LearningObjectives學(xué)習(xí)目標(biāo)】Learncorevocabulariesofreplyingtocustomers'positiveandnegativecommentsLearnusefulexpressionsandsentencesofreplyingtocustomers'positiveandnegativecommentsLeamaboutthewritingmethodsofreplyingtocustomers5positiveandnegativecomments[ClassHour建議學(xué)時(shí)】2periods/2學(xué)時(shí)[LearningTask學(xué)習(xí)任務(wù)】請(qǐng)?jiān)趯W(xué)習(xí)本章節(jié)內(nèi)容后，用所學(xué)知識(shí)點(diǎn)和相關(guān)句型回復(fù)客戶好評(píng)和中差評(píng)。要求感謝客戶好評(píng)時(shí)語言表達(dá)得體，建立在線交流的良好氣氛；回復(fù)客戶中差評(píng)時(shí)，態(tài)度誠(chéng)懇，能妥善處理問題。[LearningProcess學(xué)習(xí)過程】Step1:LearningCoreVocabularies學(xué)習(xí)核心詞匯negative[ncgotiv]adj.consideringonlythebadsideofsth/sb消極的；負(fù)面的e.g.I)Scientistshaveafairlynegativeattitudetothetheory..科學(xué)家對(duì)這個(gè)理論的態(tài)度是相當(dāng)消極的。II)Ifthesellerreceivesnegativefeedback,heshouldletthebuyerexpressdissatisfactionandmakeupforittimely.如果賣方收到負(fù)面反應(yīng)，他應(yīng)該讓買方表達(dá)不滿，并及時(shí)彌補(bǔ)。unsatisfied「pDzotivjadj.nothavinggotwhatyouhoped;nothavinghadenoughofsth不如意的；失望的；未得到滿足的e.g.I)It'sveryimportanttofindoutwhat'swrongwithitifyoualwaysfeelunsatisfiedwithyourlife.如果你總是對(duì)自己的生活不滿意，找出問題所在是很重要的。II)Ifyouareunsatisfiedwithourproduct,pleasesenditbackforafullrefund.如果您對(duì)我們的產(chǎn)品不滿意，請(qǐng)把它寄回來，我們會(huì)全額退款。dissatisfaction[,dis,saetis'fekjn|n.afeelingthatyouarenotpleasedandsatisfied彳：快；不悅；不滿意e.g.I)Manypeoplehaveexpressedtheirdissatisfactionwiththearrangement.許多人對(duì)這一安排表示不滿。II)Lowqualityisthemaincauseofdissatisfactionamongcustomers.低質(zhì)量是顧客不滿的主要原因。revise[ri'vaiz]v.tochangeyouropinionsorplans,forexamplebecauseofsthyouhavelearned改變，修改(意見或計(jì)劃)e.g.I)Hesooncametorevisehisopinionoftheprofession.他很快就改變了對(duì)這個(gè)職業(yè)的看法。II)Theyrealisedthatsomeoftheirpriceswerehigherthantheircompetitors'andrevisedpricesaccordingly.他們意識(shí)到自己有些價(jià)格高于競(jìng)爭(zhēng)對(duì)手，就相應(yīng)調(diào)整了價(jià)格。modify[mDdifai]v.tochangesthslightly,especiallyinordertomakeitmoresuitableforaparticularpurpose調(diào)整;稍作修改；使更適合e.g.I)Neitherpartymaymodifythecontractwithoutauthorization.任何一方不得擅自修改合同。II)Thebuyercanmodifythecomm