跨境電商客戶(hù)服務(wù)英語(yǔ) 答案 司慧娟 任務(wù)1-13 導(dǎo)論-發(fā)貨過(guò)程中常見(jiàn)問(wèn)題的處理,錯(cuò)發(fā)、丟件、貨物破損

跨境電商客服英語(yǔ)練習(xí)參考答案Introduction:E-commerceCustomerServiceChannelsandReplyTemplates導(dǎo)論：電子商務(wù)客戶(hù)服務(wù)渠道與客服咨詢(xún)模版AFTERYOUREADA.UnderstandMainIdeas:1.Whatarethemaincategoriesofonlinecustomerservicechannels?Whatdotheyinclude?Answer:Onlinecustomerservicechannelscanbebroadlyclassifiedintotwocategories:self-serviceandassistedservice.Self-serviceincludesalltheinformationandtoolsthatthecompanyprovidesfortheircustomerstohelpthemsolvetheproblemontheirown,suchasdetailedproductdescriptionsorfrequentlyaskedquestionspage.Assistedserviceusuallyincludesphone,email,chatandsocialmedia.2.What’sthebenefitsofusingcustomerservicereplytemplates?Answer:Personalizedmessaging,reducethemarginforerrorsandkeepthesame

brandtone

ofvoiceineverycommunication.3.Whattipsforansweringcustomerserviceemailsdoesthepassagesuggest?Answer:Theyarereadtheemailthoroughlybeforeyourespond,addressyourcustomerbyname,focusonsolvingtheproblem,includelinkstoyourwebpage,anduseyourrealnameandemailsignatureB.UnderstandDetails:1.Whatisthebestchanneltoprovidedetailedproductdescriptionsforcustomers?A.assistedserviceB.self-serviceC.frequentlyaskedquestionspageD.phone,email,chatandsocialmediaKey:B2.Whichchannelarecustomersincreasinglyseekinghelp?Phone.B.e-mailC.chatD.socialmediaKeyD3.Whatcustomersreallywantfromcompanieswhentheyhavequestions?Omni-channelMulti-channelQuick,friendlyandeffectiveserviceConversationandinteractionKeyC4.Whatisthebiggestchallengewithphoneservice?customer’sorderandconversationhistorymustbepullupphoneregistrationmustbeofferedeveryconversationmustbeautomaticallyaddedissuescanberesolvedinonecontactKeyA5.WhichofthefollowingisNOTthegoodpracticefore-mail?usinganaddressthatthecustomercanreplytokeepingthetitleshortbyusingkeywordsinformingthecustomerabouthowtheyareexpectedtoproceednextpeopletendtoreadtextbyonlyglancingthelanguagethrough\KeyD6.WhichofthefollowingisNOTtheadvantageofchatcustomerservicecomparedtophoneande-mail?customerservantcanhandlemultipleconversationsatthesametimewrittendocumentationofeverythingthathasbeendiscussedcanbecreateditismorereal-timeconversationwhilebeinglesscostlytheconversationsaremorespokenlanguageKeyD7.Whatisthechallengewithchatcustomerservice?theresponsetimesshouldbeinminuteseverythinghappensisnotalwaysrea-timechatdon’talwayshavehighsatisfactionratingscustomerservantsmustmakeresponseinstantlyKeyD8.Whatserviceissocialmediasuitablefor?AnsweringsimplepriceenquiriesCancellationsServicechangesOrderingKeyA9.WhichofthefollowingisNOTthebenefitsofusingcustomerservicereplytemplates?A.Reducethemarginforerror.B.Keepthesametoneofthecompany’voice.C.Reducethedemandforcustomerservicerepresentatives.D.Personalizemessageforcustomers.KeyC10.Whyshouldrepresentativesaddresscustomersbytheirnames?A.becausepeoplelovebeingtreatedlikehuman.B.becausepeopleneedyoutosolvetheirproblems.C.becausepeoplereadyouremailthoroughly.D.becausepeoplevisityouronlinestores.KeyA11.WhichofthefollowingelementsisNOTnecessarilyincludedinemailsignature?A.yourname.B.yourjobtitle.C.yourcontactinformation.D.yourphotoKeyDC.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.monitor;loyal;drawback;navigate;executedgetacquaintedwith;humanerror;sure-fireway;1.Evenife-mailisnotreal-timebynature,thecustomer’sclockwillstarttickingtheverysecondthatthee-mailhasbeensent,andhavingtowaitmorethanadaycanbeabigdrawback.2.Everychannelthatthecompanyhasapresenceinshouldbecloselymonitoredandactivelyparticipatedinbythecustomersupportstaff.3.Providinggoodcustomerserviceoverchatcanbedifficult,butifyoudoitright,therewardsarealsohigh,andyouwillendupwithmoreloyalandsatisfiedcustomers.4.Itisimportanttogetacquaintedwiththedifferenttypesofsocialmediaplatformsandrecognizetheirdifferences.5.Asthereisnoneedtoretypeeachemail,youremoveasignificantchunkofhumanerrorandriskofsendingincorrectmessageswithpotentiallyawkwardconsequences.6.Respondingtocustomersisasure-firewaytomakeunhappycustomershappyandithelpstocreategoodcustomerrelationships.7.It’smucheasierforbothyouandyourcustomerifyouprovidelinkstorelevantsourcesonyourwebsiteratherthanexplaininghowtonavigatethroughthepages.8.Chatcustomerserviceisstillarelativelyfreshconcept,andassuchitcanprovideacompetitiveadvantageoveryourcompetitors,whenproperlyexecuted.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.電話(huà)、電郵、在線(xiàn)聊天依然是最普遍的客服渠道，現(xiàn)在客戶(hù)越來(lái)越多的通過(guò)社交媒體尋求幫助。（socialmedia）Whilephone,e-mailandchatarestillthemostcommoncustomerservicechannels,thesedayscustomersareincreasinglyseekinghelpalsothroughsocialmedia.2.通過(guò)使用客服回復(fù)模版，你可以恰當(dāng)并且有效地處理各種客服咨詢(xún)。(replytemplate)Withcustomerservicereplytemplates,youcanhandleallkindsofcustomers’inquiryproperlyandefficiently.3.相對(duì)于服務(wù)速度，客戶(hù)更重視服務(wù)質(zhì)量（value）Customersvaluegoodserviceoverspeed.4.當(dāng)你每周回復(fù)成千上百封電郵時(shí)，你很容易忘記人們喜歡被以人性化對(duì)待。(treatlikehuman)It’seasytoforgetthiswhenyouanswerhundredsorthousandsofemailsperweek,butpeopleappreciatebeingtreatedlikehuman5.常規(guī)電子簽名通常包含了你的姓名、職位、公司、聯(lián)絡(luò)方式，因此只要你電郵中使用，客戶(hù)就明白他們是與誰(shuí)進(jìn)行往來(lái)。（genericemailsignature）Ifyouuseagenericemailsignature,whichusuallyincorporatesyourname,title,companyandcontactinformation,thecustomerwouldknowwhoheorsheisemailingwith.Chapter1:Pre-transactionActivities第一章：售前服務(wù)Task1:WritingProductDescriptions:Tips,Examples,andTemplates任務(wù)一：產(chǎn)品描述要點(diǎn)、案例與模版AFTERYOUREADA.UnderstandMainIdeas:1.What’saproductdescription?Answer:Aproductdescriptionisthemarketingcopyoneachproductpagethatexplainswhataproductisandwhyashoppershouldbuyit.So,it’sanecommercesalestoolanditdescribesproductfeaturesandbenefits.2.Couldyoupleasegivesometipsforwritingproductsdescription?Answer:Knowyouraudience;providedetailedinformation;focusontheproduct’sbenefits;usepowerfulwords;incorporaterelevantkeywords;formatstrategically.B.UnderstandDetails:1.“Thislaptopbagiswaterproof.”Whatdoesthisproductdescriptiondescribe?A.materialB.designC.featureD.functionKey:C2.“Youwon’tneedtoworryabouttherainanymore.”Whatdoesthissentencedescribeabouttheproduct?A.benefitB.featureC.useD.purposeKey:A3.Whattwomainaspectsshouldbecoveredinproductdescription?A.featuresanduseB.functionsandbenefitsC.featuresandbenefitsD.useandbenefitsKey:C4.Ifyouwanttoconvincepeopletoconvert,therefore,youneedtoofferthemallthedetailsthey’relookingfor.Thismeans:providingthekeyfactsaboutaproducthighlightingalloftheitem’sfeaturesensuringthateverythingonyourproductpageisaccuratealltheaboveKey:D5.Aproductpageshouldinformthecustomerbutitshouldalsobe_____.A.dazzlingB.well-designedC.withlotsofpicturesD.persuasiveKey:DC.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.terminology;scarce;provoke;overboard;over-stuffing;front-loadbuyerpersona;drylistsoffact;painpoints;attention-grabbing;backupyourclaimsHumanattentionisascarcecommodity.Focusonthebuyerpersonaofyouridealcustomerandselltothem,ratherthantryingtopleaseeverybody.Whileit’simportanttoprovidelotsofdetailedinformation,thisdoesn’tmeanyourproductdescriptionshavetobedrylistsoffacts.Identifyyourtargetcustomer’s‘painpoints’andrespondtothem.Whenputtingyourproductdescriptionstogether,you’llwantto‘front-load’thisinformation.Ifyouwanttosellmoreproducts,you’llneedtofocusonusingterminologythat’sattention-grabbing,andpersuasive.Thesetermsprovokeemotions,grabattention,andmakeyourdescriptionsstandout.Justbecarefulnottogooverboardwiththese–andmakesureyourproductcanbackupyourclaims.Tousekeywordseffectively,however,you’llwanttoavoidover-stuffingyourcontentwiththem.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.網(wǎng)店里的產(chǎn)品描述是一種權(quán)衡行為。Creatingproductdescriptionsforyourecommercestoreisabalancingact.2.產(chǎn)品描述應(yīng)當(dāng)涵蓋兩個(gè)主要方面：即，產(chǎn)品特性和用途。Productdescriptionsshouldcovertwomainaspects:featuresandbenefits.3.在描述產(chǎn)品特性和用途是，盡可能做到精準(zhǔn)。Beasspecificaspossiblewhendescribingfeaturesandbenefits.4.你的產(chǎn)品描述不僅需要描述產(chǎn)品，還要推銷(xiāo)產(chǎn)品。Yourproductdescriptionsneedtodomorethanjustdescribeyourproducts—theyneedtosellthem.5．你不了解你的客戶(hù)，便無(wú)法吸引他們。Youcan’tappealtoyouraudienceunlessyouunderstandthem.6.如果你想將人們轉(zhuǎn)化為客戶(hù)，那么你就需要提供他們想了解的所有細(xì)節(jié)信息。Ifyouwanttoconvincepeopletoconvert,therefore,youneedtoofferthemallthedetailsthey’relookingfor.BuildYourProductDescriptionDescribethefollowingproductupontheinformationprovidedbelow.Picture:Productname:KennedyBarrelChairStorename:Sean&CatherineLoweProductionInformation:Woodenframes;Recycledfabrics;SelectedBodyFabricColors:Navy/Plum/Wolf/Beige/Ivory;Capacity:twoadults;TwoTossPillowsincluded;WeightCapacity:500lb.ProductCare:SpotcleanwithadampclothandwaterFrameMaterial:SolidWoodBackFillMaterial:SyntheticFiberUpholsteryMaterial:PolyesterBlend;PolyesterUpholsteryMaterialDetails:PolyesterBlend/PolyesterSeatFillMaterial:FoamDimensions:overall:31''Hx64''Wx59.5''DSeat:18''Hx64''Wx56''DWeight:110

lbThrowpillows:36"x36"FreeshippingPrice:719.99$Sample:Kennedy64"BarrelChairDescription:Kennedy64’’BarrelChairisoneofSean&CatherineLowefavoritepieces.Thisoversizedchairisperfectforthoselookingtospendhourssprawledoutreadingtheirfavoritebookorforthosewhojustwanttocuddlewiththeonetheylove.Thebarrelchair'shandpickedfabrichasaspecialsheenthatcreatesalookoftotalelegance.KeyFeatures:SustainablewoodisusedfortheirframesAlltheirweltcordsaremadefromrecycledfabricsSeatingcapacity:2adultsTwotosspillowsareincludedProductSpecificationWeightCapacity:500lb.ProductCare:SpotcleanwithadampclothandwaterSwivel:NoFrameMaterial:SolidWoodBackFillMaterial:SyntheticFiberUpholsteredUpholsteryMaterial:PolyesterBlend;PolyesterUpholsteryMaterialDetails:PolyesterBlend/PolyesterSeatFillMaterial:FoamWeights&DimensionsTask2:HowtoWriteWelcomeE-mail任務(wù)二:歡迎辭、問(wèn)候語(yǔ)類(lèi)電郵（站內(nèi)信）的書(shū)寫(xiě)AFTERYOUREADA.UnderstandMainIdeas:1.Whatisawelcomeemailinecommerce?Awelcomeemail,oftenpartofaseriesofonboardingemails,istheveryfirstemailcommunicationyouhavewithashopperorcurrentcustomer.Itisthefirstinteractionyourbusinesshaswithyournewsubscriberafterhe/sheconfirmshavinganinterestinyou.2.Whataretheobjectivesforwelcomeemails?Andknowingyou’reworkingwithamorecaptivecustomer,youcanaccomplishafewkeyobjectivesinyoure-commerce

welcomeemails,suchas:makeadazzlingfirstimpression,continuetheconversationwithcustomers,anddrivecustomersbacktoyourstoreorsite.3.Whatshouldwelcomeemailusuallyincorporate?Tellingthebusiness’sstory(andcommunicatingthebrand).

Showcasingastore’sproducts.

Makingspecialofferstoencourageareturnvisit.B.UnderstandDetails:1.Whatisthemaingoalofsendingwelcomemessage?A.togreetnewsubscribersB.toconfirmanewregistrationC.torespondtocustomer’sreach-outinanykindsD.alltheaboveKey:D2.WhichisNOToneofthekeyobjectivesinE-commercewelcomeemails?A.increasingtheopeningrateofyourstoreB.adazzlingfirstimpressionC.acontinuousconversationwithsubscribersD.encouragingsubscriberstore-visitandshopatyourstoreKey:A3.Whatisthepointtotellthebusinessstoryinwelcomeemail?A.Becausethegoalofeveryonlinestoreistosellproducts.B.Becausemanysubscribers

willnotbeawareofyourentirelineofproducts.C.Becausesubscriberswillbemorelikelytotrustyourbrandandreciprocate.D.BecauseIt’simportanttotellyourstorytohumanizeyourbrandandgiveshoppersareasontorallybehindyourbrand.Key:D4.Ifyouneedtowriteawelcomeemailtoshowcaseyourproductorservice,whichtypeoftemplateshouldyouuse?A.TheWelcomeEmailthatComesfromanActualHumanBeingB.The“WelcometoYourTrial”EmailC.TheProduct-FocusedWelcomeEmailD.TheFreeGiftWelcomeEmailKey:CC.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.subscriber;captive;loyalty;submits;onboardingemails;automatedworkflow;one-on-onepurchasingexperience;1.Awelcomeemail,oftenpartofaseriesofonboardingemails,istheveryfirstemailcommunicationyouhavewithashopperorcurrentcustomer.2.Itisthefirstinteractionyourbusinesshaswithyournewsubscriberafterhe/sheconfirmshavinganinterestinyou.3.Youshouldsendthisemailwhenyoursite’svisitorsubmitsthesignupformofyourwebpage.4.Usually,retailersuseanautomatedworkflow

sotheywouldn’tmisswelcominganyoneandsending“thankyouforsigningup”email.5.Andknowingyou’reworkingwithamorecaptivecustomer,youcanaccomplishafewkeyobjectivesinyoure-commerce

welcomeemails.6.Personalizedwelcomeemailscreatethefeelingofaone-on-onepurchasingexperience,

increasingtrustandloyalty.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.提供特價(jià)產(chǎn)品有助于用戶(hù)再次光顧。如果你向用戶(hù)展示你可以提供有價(jià)值的東西，那么他們很可能會(huì)信賴(lài)你的品牌并且給予回報(bào)。(specialoffers)Makingspecialofferstoencourageareturnvisit.

Ifyoushowusersthatyou’llprovidevalue,they’llbemorelikelytotrustyourbrandandreciprocate.2.人性化的歡迎辭電郵能打造一對(duì)一的購(gòu)物體驗(yàn)，并建立信任和忠誠(chéng)度。(one-on-onepurchasingexperience)Personalizedwelcomeemailscreatethefeelingofaone-on-onepurchasingexperience,

increasingtrustandloyalty.3.用戶(hù)不希望被第一封郵件就弄的暈頭轉(zhuǎn)向。(overwhelm)

Usersdon’twanttofeeltoooverwhelmedbyyourfirstemail.

4.雖然“感謝訂閱”類(lèi)電郵可以寫(xiě)地很簡(jiǎn)單，但是你因該借機(jī)介紹其他產(chǎn)品或者業(yè)務(wù)，這樣你就能剔除那些只對(duì)所下載的產(chǎn)品感興趣的用戶(hù)。(weedout)Though“thanksforsubscribing”emailscanbekeptverysimple,youshouldstillusethisopportunitytointroduceyourotherproductsoryourbusinessasawayof

weedingoutthosewhomaybeonlyinterestedinyourdownload.5.你會(huì)驚訝地發(fā)現(xiàn)，歡迎辭電郵的打開(kāi)率遠(yuǎn)高于營(yíng)銷(xiāo)類(lèi)電郵的平均水平。(emailcampaign)Youmightbesurprisedtolearnthatwelcomeemailshaveamuchhigheropenratethantheaverageemailcampaign.

BuildYourWelcomeEmailWriteawelcomeemailinthenameofthecompany’sCEOupontheinformationgivenbelow.Customer:JenniferJoyce;Product:

TheDayHeel;Company:EverlaneFASHION&ACCESSORIES;FounderandCEO:MichaelPreysman;Companyslogan:sassy,yetclassySample:HeyJennifer,I’mMichaelPreysman,thefounderofEverlaneandI’dliketopersonallythankyouforsigninguptoourservice.WeestablishedEverlaneinordertopursuethevalueof“sassy,yetclassy”.I’dlovetohearwhatyouthinkofTheDayHeelandifthereisanythingwecanimprove.Ifyouhaveanyquestions,pleasereplytothisemail.I’malwayshappytohelp!Warmregards!MichaelPreysmanTheFounderandCEOofEverlaneFASHION&ACCESSORIESWriteawelcomeemailwhileintroducingotherproductupontheinformationgivenbelow.Customer:PaloAlto;Product:

SoloStoveLite;Company:SoloStove;Representativename:TerryJoseph;Productbenefits:eco-friendly,wood-burning,lightweight,fast&efficient,doublewall.Sample:HiPalo,WelcometoSoloStoveInc.We’rethrilledtoseeyouhere!We’reconfidentthatSoloStoveLitewillhelpyouandfriendstogatheraroundfirewhilemaintaineco-friendly,fast&efficientbecauseofthewood-burning,anddoublewalldesignandlightweightbody.Gettoknowusinourintroductionvideo.You’llbeguidedthroughSoloStovebyourTerryJoseph,thecustomerrepresentativetoensureyougettheverybestoutofourservice.YoucanalsofindmoreofourguidesheretolearnmoreaboutSoloStoveLite.Takecare!

TerryJosephCustomerRepresentativeSoloStoveInc.Task3:HowtoHandleOnlineInquiriesforProduct任務(wù)三:產(chǎn)品信息咨詢(xún)AFTERYOUREADA.UnderstandMainIdeas:Whatprinciplesshouldbefollowed,whencustomerrepresentativehandleonlineinquiriesforproduct?Themajorprinciplesincludebutnotlimitedtobeprompt,becertainbyrestating,pleaserefer,addressthepoints,letthepicturesanddocumentsspeak,stayfocused,beconsciousofcourtesy,keepitsimpleandplain,conciseandprofessional.B.UnderstandDetails:1.Anangrycustomermightdowhatifhisinquirywasn’tberesponded?A.rantonsocialmediaB.damageyourreputationC.givenegativereviewsD.alltheaboveKey:D2.What’suseofclarity,thatis,restatingtheinquirybeingmadeinyouremail?A.you’vestatedthepurposeofemailB.you’vementionedthoseitemsorproductsthecustomerisinquiringaboutC.youcanavoidmisunderstandingssometimesD.alltheaboveKey：D“Ifyoudonotmind,wemayreferyoutosomestoresthatoffertheproductsyourequestedfor…”Whatareyoudoingbysendingthesewords?You’regivingpromptresponse.You’rerequestingpermissiontorefer.You’rerestatingtheinquiry.Noneoftheabove.Key:BYourresponseaboutaninquiryshouldnotcarryanoteof_____.PromiseDocumentsInformationPersuasionKey:D“Ifpossible,avoidtheuseoftechnicaltermsasmuchasyoucan.”Findoutthesamemeaningfromthefollowingchoices.simplewordsplaintermsjargonseasytermsKey:CC.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.pileup,heartless,callous,computer-generate,gobeyond,lineofwork,bringabout1.Withoutthissupport,customers’inquirieswillgounattendedandangrycustomerswillpileup.2.Acustomerwillfeelmoreappreciatedandspecialwhenacompanyresponsetohimwithacustomized,heartfeltreplyasopposedtosomeheartless,callousresponsefromacomputer-generatedmessage.3.Thepurposeoftheemailistocommunicateandbringaboutunderstanding.Thisiseasilyachievedthroughtheuseofsimplelanguage.4.Youmayhighlightthefeaturesoftheproductsandnotgobeyondthattopersuadethecustomer.5.Whilesomemattersinvolvingyourlineofworkareeasyandfamiliartoyou,thesemayseemtechnicalorunfamiliartothepotentialclientmakinginquiries.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.及時(shí)回應(yīng)至關(guān)重要，這傳遞出一種聲音，即，你們?cè)谝饪蛻?hù)的需求，并珍惜他們的時(shí)間。Promptresponseisimportantandspeaksvolumethatyoucareabouttheneedofthecustomerandthatyouvaluethemandtheirtime.2.如果可行的話(huà)，盡量避免使用專(zhuān)業(yè)術(shù)語(yǔ)。Ifpossible,avoidtheuseoftechnicaltermsasmuchasyoucan.3.在公司不具有所詢(xún)問(wèn)的服務(wù)或者產(chǎn)品的情況下，如有必要，不要猶豫向用戶(hù)推薦其他產(chǎn)品。Inthecasewherebythecompanydoesnothavetheservicesorthoseproductsbeingenquired,donothesitatetoreferthecustomerifneedbe.4.再次感謝您的垂詢(xún)，期待您的關(guān)顧。Thanksforyourinquiryagain,andlookforwardtoyourpatronage.5.無(wú)論你向客戶(hù)解釋多少次你們產(chǎn)品和服務(wù)，他們總是還有一堆問(wèn)題。Customerswillalwayshavealotofquestionsaboutyourproductsandservicesnomatterhowmanytimesyou’veexplainedittothem.BuildYourReplytoInquiryMakearesponsetotheinquiryforspecificinformationbasedtheinformationgivenbelow.Customer:SusanRobare;Inquiry:forthematerialanddimensionProduct:

KingCardSet;Company:SonofaSailorJewelryandSupplyCo.;Representativename:JessicaBuffet;Sample:DearSusan,ThankyouforyourinterestinourKingCardSet.Weareexcitedtohearfromyou.Inresponsetoyourenquiry,pleasefindattachedtothisemailthelinktothedetailedproductdescription.Wehopetheinformationprovidedinitanswersyourquery.However,pleasedonothesitatetocontactusforfurtherclarificationasneeded.Welookforwardtoyourpatronage.BestwishesJessicaBuffetCustomerRelationRepresentative

SonofaSailorJewelryandSupplyCo.Makearesponsetotheinquiryforproductimageaccuracybasedtheinformationgivenbelow.Customer:SusanRobare;Inquiry:iftherealcolorisexactlywhatitlooksinthephotoProduct:

KingCardSet;Company:SonofaSailorJewelryandSupplyCo.;Representativename:JessicaBuffet;Sample:DearSusan,ThankyouforyourquestionaboutourKingCardSet.

Theoneyouhavespecificallymade

inquiries

aboutisthe

“iftherealcolorisexactlywhatitlooksinthephoto”,weareproudtosayYES.

Foryears,SonofaSailorbuildsthereputationbasedonhonestyandintegrity.Thephotographyonlyillustratestheexactlookoftheproduct.Weneveremployimageeditingtooverstateitsbenefitsordisguiseflaws.Youcancheckthecustomerreviewintermsofthephotographyaccuracy.Weonlyshowwhatwecanreallyoffer.Shouldtherebeanyquestion,pleasefeelfreetocontactus.YourssincerelyJessicaBuffetCustomerRelationRepresentative

SonofaSailorJewelryandSupplyCo.Makearesponsetotheinquiryaccessoriesinproductphotoexcludedintheofferbasedtheinformationgivenbelow.Customer:JeffCowell;Inquiry:ifthebreadbrushinthephotoincludedintheoffer;Reply:positive;Product:

CompleteBreadCareKit;Company:MountaineerBrand;Representativename:LisaTilden;Sample:DearJeffCowell,Wehavereceivedyourinquiryabouttheaccessoriesintheproductphotos.Thankyouverymuchforyourinterest!Weareverygladtotellyouthatitisfreeofcharge.Indeed,breadbrushistheperfectsidekickforBreadCareKit,andthat’swhyweofferitasagift.Hopeyouwilllikeit.Welookforwardtoyourpatronage.Sincerely,

LisaTildenCustomerRelationRepresentativeMountaineerBrandTask4:HowtoHandlewithInquiryforPrice,Discounts,Promotion,PaymentMethod,ShippingRateandDuties任務(wù)四:關(guān)于價(jià)格、折扣、促銷(xiāo)、付款方式、運(yùn)費(fèi)和關(guān)稅等咨詢(xún)AFTERYOUREADA.UnderstandMainIdeas:1.Writedownsomeusefulnoteswhilewritinganinquiryresponse.Answer:understandtherequestprecisely;replyassoonaspossible;knowwhatyouaresending;don’toverdowithaddeddata2.What’sthesecretofcreatinganeffectiveinquiryresponse?Answer:Givingyourcustomerrightandenoughinformation.Anddon’toverdowithaddeddata.B.UnderstandDetails:1.What’sthefirstandmostvitalpriorityforwritinganinquiryresponse?A.providingyourcustomerwiththeinformationB.sendingyourcustomertheexactinformationC.givingthemsufficientandusefuldataD.alltheaboveKey:D2.The__________yourespond,themoreprofessionalandthebetterimpressiontheyhaveforyou.soonerquickerfasteralltheaboveKey:DIt’s______tojustattachthecompany’sbrochuretotheemailandthenclick“send”.carefulcarelesshelplesshelpfulKey:BToomuchofinformationwilljustmakeyourcustomerbecome______.excessiveconfusedirritatedalltheaboveKey:DC.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.最重要的是你能夠給客戶(hù)提供他們所需要的信息。(provide…with…)Themostimportantthingisthatyouareabletoprovideyourcustomerwiththeinformationtheyneed.2.你不僅需要清楚產(chǎn)品手冊(cè)上哪些信息有，還需要知道哪些信息沒(méi)有。(brochure)Youneedtoknownotonlywhichinformationthebrochurehas,butalsowhichinformationitdoesn’thave.3.有效咨詢(xún)回饋的秘訣是言之鑿鑿、要言不煩。(nothingmorethan)Thesecretthatcreatinganeffectiveinquiryresponseisnothingmorethanbeingrightandenough.4.誠(chéng)如您所知，為了計(jì)算最終費(fèi)用，我們還需要了解更多的信息，如運(yùn)輸方式和目的地。當(dāng)然，您在結(jié)算頁(yè)面就會(huì)知道運(yùn)費(fèi)和關(guān)稅。(checkout)Asyouknow,wewillneedmoreinformation,suchaswayofshippinganddestination,totellyouthefinalcost.Anyway,youwillfindouttheshippingratesandcustomsdutyatthecheckout.5.您關(guān)于支付方式的咨詢(xún)，我們很高興地告訴您，您可以使用UnionPay,Mastercard,Visa,或AmericanExpress的借記卡或有效信用卡進(jìn)行支付。此外，我們也支持PayPal,AmazonPay,ApplePay,和GooglePay等支付方式。(payforyourbills)Regardingyourinquiryaboutthepaymentmethod,wearehappytotellyouthatyoucanpayforyourbillsbyusing

debitoravalidcreditcardfromUnionPay,Mastercard,Visa,orAmericanExpress.WeadditionallyoffersupportforPayPal,AmazonPay,ApplePay,andGooglePay.BuildYourReplytoInquiryMakearesponsetohandleinquiryforpricebasedontheinformationbelow.Customer:LisaLowe;Inquiry:forthetotalprice;Product:

Plaindress;Price:21$;Company:Missguided;Representativename:NinaWestwood;Sample:DearLisa,Thankyousomuchforyourqueryregardingourplaindress.Inresponsetoyourquestion,theretailpriceforthedresswiththeinformationyouprovidedis21/piece.Inadditiontothis,Ihaveattachedthelinktothedetailedproductdescription:https://www.missguided.co.uk/blue-chiffon-tiered-smock-dress-10199604Asyouknow,wewillneedmoreinformation,suchaswayofshippinganddestination,totellyouthefinalcost.Anyway,youwillfindouttheshippingratesandcustomsdutyatthecheckout.Ihopetohearfromyousoon.Thanksagainforyourinterestinus.Warmestregards,

NinaWestwoodMissguidedMakearesponsetohandleinquiryforsalespromotionbasedontheinformationbelow.Customer:LisaLowe;Inquiry:forthesalespromotion;Product:

KhakiBasicT-ShitDress;OriginalPrice:12.00￡;SalePrice:10.8￡;Sales:10%off;DeadlineoftheSales:October15th,12:00pm.;Company:Missguided;Representativename:NinaWestwood;Sample:DearLisa,Thankyouforyourquestionaboutournewpromos.

Theoneyouhavespecificallymade

inquiries

aboutisthe

“KhakiBasicT-ShitDresssales–10%off”.Thisoffercontinues

to

theendofOctober15th,by12:00noontobeprecise.TheMissguidedwillnotbeextendingthepromointotheNovemberbecausewehaveotherspecialofferswhicharequiteattractiveandcustomerscanbenefitfromthoseaswell.Wehopeourresponsehassatisfiedyourrequest.Shouldtherebeanyquestion,pleasefeelfreetocontactus.Welookforwardtohearingfromyou.Yourssincerely,NinaWestwoodMissguidedMakearesponsetohandleinquiryforPaymentMethodbasedontheinformationbelow.Customer:LisaLowe;Inquiry:forthetotalprice;Product:

BlueChiffonTieredSmockDress;PaymentMethods:PayPal,ApplePay,Alipay,Visa,Mastercard,UnionPay;Company:Missguided;Representativename:NinaWestwood;Sample:DearLisaLowe,Firstofall,wewouldliketoexpressourthanksforyourinterestinourBlueChiffonTieredSmockDress.Regardingyourinquiryaboutthepaymentmethod,wearehappytotellyouthatyoucanpayforyourbillsbyusing

debitoravalidcreditcardfromUnionPay,Mastercard,orVisa.WeadditionallyoffersupportforPayPal,ApplePayandAlipay,

Youcanchoosethesepaymentmethodsatcheckout.Ihopetohearfromyousoon.Thanksagainforyourinterestinus.Wa