跨境電商客服（雙語） 課件 項(xiàng)目四 售后 Exercise analysis

跨境電商客服Exerciseanalysis1.WhichisNOTthemaintaskofCBECafter-salescustomerservice?______.A.customermanagementB.disputehandlingC.after-salesfeedbackmanagementD.MailinggoodsExerciseanalysis1.WhichisNOTthemaintaskofCBECafter-salescustomerservice?______.A.customermanagementB.disputehandlingC.after-salesfeedbackmanagementD.Mailinggoods郵寄商品DExerciseanalysis2.OnthemajorplatformsofCBEC,after-salesfeedbackisgenerallydividedinto______.A．positive&negativeC.Five-star&negativeB.positive,negative,neutralD.positive,negative,neutral,unevaluatedExerciseanalysis2.OnthemajorplatformsofCBEC,after-salesfeedbackisgenerallydividedinto______.A．positive&negativeC.Five-star&negativeB.positive,negative,neutralD.positive,negative,neutral,unevaluatedBExerciseanalysis3.Ifthedisputecannotberesolvedafternegotiationbetweenbuyerandseller,itcanbesubmittedto______tosettlethedispute.A.theplatformB.thebuyerC.thesellerD.thecourtExerciseanalysis3.Ifthedisputecannotberesolvedafternegotiationbetweenbuyerandseller,itcanbesubmittedto______tosettlethedispute.A.theplatformB.thebuyerC.thesellerD.thecourtAExerciseanalysis4.______meansthematerial,craftsmanship,and/orqualityoftheproductsdeliveredbytheSellerfailstomeettheprovisionsofthePurchaseContract,orthereisdamage,functionalfailure,missingpartsorotherissuesthatmaypreventtheirnormaluse.A.InconsistentDescriptionB.QualityProblemsC.InfringementD.CustomsDetentionExerciseanalysis4.______meansthematerial,craftsmanship,and/orqualityoftheproductsdeliveredbytheSellerfailstomeettheprovisionsofthePurchaseContract,orthereisdamage,functionalfailure,missingpartsorotherissuesthatmaypreventtheirnormaluse.A.InconsistentDescriptionB.QualityProblemsC.InfringementD.CustomsDetentionBExerciseanalysis5.Ifthebuyersubmitsadisputeis______,itwillnotbecountedintheseller'sdisputerate.A.“PersonalReasons”B.“QualityProblems”C.“Colornotasdescribed”D.“Sizenotasdescribed”Exerciseanalysis5.Ifthebuyersubmitsadisputeis______,itwillnotbecountedintheseller'sdisputerate.A.“PersonalReasons”B.“QualityProblems”C.“Colornotasdescribed”D.“Sizenotasdescribed”AExerciseanalysis1.WheretheBuyerclaimsthatthequalityproblemandinconsistencyindescriptionoftheproductsdeliveredareidentifiablewithnakedeyes,theSellershallfirstprovidephotos,videos,orotherevidenceapprovedbyAtoproveit.(

)Exerciseanalysis1.WheretheBuyerclaimsthatthequalityproblemandinconsistencyindescriptionoftheproductsdeliveredareidentifiablewithnakedeyes,theSellershallfirstprovidephotos,videos,orotherevidenceapprovedbyAtoproveit.(

)×Exerciseanalysis2.Thecustomer'spositivecommentsdonotneedreply.(

)Exerciseanalysis2.Thecustomer'spositivecommentsdonotneedreply.(

)×Exerciseanalysis3.IfabuyerinitiatesadisputewithreasonA,andthencancelsthedispute,andtheninitiatesadisputewithreasonB,thenthedisputerateiscountedbyreasonB.(

)Exerciseanalysis3.IfabuyerinitiatesadisputewithreasonA,andthencancelsthedispute,andtheninitiatesadisputewithreasonB,thenthedisputerateiscountedbyreasonB.(

)√Exerciseanalysis4.Thebuyeropenedadisputewiththereason“goodsnotreceived”,latermodifiedthereasoninto“forpersonalreasons”,then,itwillnotbecountedintheDisputeRate.(

)Exerciseanalysis4.Thebuyeropenedadisputewiththereason“goodsnotreceived”,latermodifiedthereasoninto“forpersonalreasons”,then,itwillnotbecountedintheDisputeRate.(

)×Exerciseanalysis5.GeneraldisputestatusisReturnofProductsandRefund,theplatformwillfirstgive10daysforthebuyertofillinthereturnordernumber,ifthebuyerdoesnotfillinthereturnordernumberwithin10days,thedisputewillbeclosedwithoutrefund.(

)Exerciseanalysis5.GeneraldisputestatusisReturnofProductsandRefund,theplatformwillfirstgive10daysforthebuyertofillinthereturnordernumber,ifthebuyerdoesnotfillinthereturnordernumberwithin10days,thedisputewillbeclosedwithoutrefund.(

)√Skills&DrillsSupposeyourunanonlinestorespecializinginwomen’scasualshoesonAliExpress.JudyWhite,aBritishcustomer,boughtapairofshoesfromyourstoreaweekago.（1）Judywrotetoreflectthattheshoesreceiveddidnotmatchtheproductdescription,especiallythecolor,whichdispleasedherverymuch.Sheopenedadisputetodemandarefund.Pleasereplytoherbyemailandtrytoconvincehertoclosethedispute.Skills&DrillsDearJudy,Thankyouforyourletter.Wearesorrytoknowyouarenotsatisfiedwithourshoes.Thecolorofshoesmaylookalittledifferentfromthatonthephotodisplayedonouronlineshop.Iguessitisthelightthatcausesthediscrepancy.Weareterriblysorryforthetroubleitbroughtyou,andit’stotallyunderstandableforyoutorequestafullrefund.Youwillgetyourmoneybackbutpleasetakeyourtroubletoreturntheshoeswithinthestipulateddate.Alternatively,wecangiveyou20%off,ifyouwouldliketokeepit.Youseethequalityoftheshoesisperfectandtheymaybeadecentgiftforsomeone.Sorryagainforthetrouble.Wewillchangethephototoavoidthesimilarproblem.Thankyouforlettingusknowit.Bytheway,couldyoupossiblychangeyourfeedbackonline?Thepositivefeedbackisreallyimportanttous.Wewillhighlyappreciateitifyouwouldliketogiveusachancetogetbetter.Wesincerelylookforwardtoanotherchancetoserveyou.Bestwishes,EyreSkills&Drills（2）ThanksgivingDayiscoming,pleasesendheryourgreetingsandrecom