跨境電子商務(wù)英語 Unit 10 課件

跨境電子商務(wù)英語Unit10

CustomerServiceofCross-BorderE-CommerceUnitObjectives:Learnaboutcustomerserviceprocedures.Learnabouttheproblemsusuallycomplainedandhowtodealwiththem.Learnaboutthereturningandrefundingpolicies.Unit10CustomerServiceofCross-BorderE-CommerceCustomerServiceProcedures1ComplaintProblems23CONTENTS目錄

Returning&Refunding1CustomerServiceProceduresWarming-up1.Learnthefollowingexpressions,andwritedowntheirChinesemeanings.Puttheminorderaccordingtothenormalcustomerserviceprocedures.Part1CustomerServiceProceduresmanagingshipmentsinvitingfeedback(3)askingaboutproducts(4)visitinganonlineshop(5)pricenegotiation(6)settlingcomplaints(7)placinganorder(8)makingpayments安排發(fā)貨邀請?jiān)u價(jià)咨詢商品訪問網(wǎng)店議價(jià)處理投訴下單付款Order:4-3-5-7-8-1-6-2Warming-up2.GroupDiscussion.

Workingroupsanddiscusswithyoupartner(s)aboutwhichfactorswillinfluenceacustomer’spurchasedecisionandincreasetheirloyalty.Part1CustomerServiceProceduresListeningListentothefollowingsentencesandfillintheblanks.Part1CustomerServiceProceduresListeningListentothefollowingsentencesandfillintheblanks.(1)Pleaserefreshthepageandcontinueyour

.(2)Wetrytoofferthe

andfastest

foryou.(3)Wewillsendthegoods

today,soplease

thequantityandcolorofyourorder.(4)Withthischange,yourmodificationstothe

arecomplete.(5)Ifyoubuyittoday,therewillbea20%

foryou,and

areprovidedwithyourorder.Part1CustomerServiceProcedurespaymentbestpriceserviceoffconfirmshoppingcartdiscountfreegifts

SpeakingDuetothenoiseproblemofthenewlypurchasedearphone,customerwantstoreturntheproduct,sohecontactedtheselleraboutthereturningpolicyandprocedure.Pleasetrytoroleplaythefollowingdialogue,especiallypayattentiontotheunderlinedparts.Part1CustomerServiceProceduresTips:Weshouldalwayshaveserious,rigorous,andmeticulousstudyandworkstyle.Underlinedsentencesandexpressions:Whatisyourpolicyonreturns?你方的退貨政策是什么？IwouldliketoreturntheearphoneIgotdaysago.我想退還幾天前買的耳機(jī)。Isthereanythingwrongwith…?……有什么問題嗎？Wedonotacceptmerchandiseforreturnunlessitemsaredefective.除非物品有缺陷，否則我們不接受退貨。Part1CustomerServiceProceduressubjecttoavailability視（商品是否有貨）情況而定atbuyers’discretion由買方自行決定applyforreturn申請退貨payforthefreight支付運(yùn)費(fèi)Therewillbenochargeatall.完全不會收費(fèi)。ReadingCustomerServiceProceduresPart1CustomerServiceProceduresTips:Weshouldalwaysabidebyprofessionalethicsandpromotethespiritofcraftsmanship.Reading:Words:involve/?n?v?lv/v.包含orient/???rient/v.確定方位procedure/pr??si?d??(r)/n.程序charge/t?ɑ?d?/n.費(fèi)用conversion/k?n?v???n/n.轉(zhuǎn)換anticipated/?n't?s??pe?t?d/adj.預(yù)期的improvement/?m?pru?vm?nt/n.改進(jìn)inconformity/??nk?n'f??m?t?/n.不一致moderate/?m?d?r?t/adj.中等的initiative/??n???t?v/n.主動權(quán)integrity/?n?teɡr?ti/n.誠信maneuver/m?'n?v?/n.計(jì)策gratitude/?ɡr?t?tju?d/n.感恩taboo/t??bu?/n.禁忌Part1CustomerServiceProceduresReading:Expressions:Pre-salecustomerservice售前客服haveagreatdealtodowith與……有很大關(guān)系transactionconversionrate交易轉(zhuǎn)化率After-salecustomerservice售后客服customerexperience客戶體驗(yàn)repeatpurchaserate重復(fù)購買率returnedpurchaserate回購率Taketheinitiativeto(dosth.)主動做（某事）putoneselfinone’sshoes處于某人的境地Part1CustomerServiceProceduresKeySentences:Pre-salecustomerservicegivesinformationaboutpurchaseprocedures,productintroductions,paymentmethods,logisticsmodesandshippingcharges,etc.,allofwhichhaveagreatdealtodowith

thetransactionconversionrate.售前客服提供購買流程、產(chǎn)品介紹、支付方式、物流方式、運(yùn)費(fèi)等信息，這些都與交易轉(zhuǎn)化率有很大關(guān)系。Ithasmuchtodowiththeimprovementofproductcategoryandquality,thecustomerexperience,therepeatpurchaserate,thereturnedpurchaserate,thedisputerate,etc.它（售后服務(wù)）與產(chǎn)品品類和質(zhì)量的提升、客戶體驗(yàn)、復(fù)購率、退貨率、糾紛率等都有密切的關(guān)聯(lián)。Part1CustomerServiceProceduresPart1CustomerServiceProceduresKeySentences:Incommunicationwithcustomers,weshouldholdhonestyandintegrityinmind,alwaysleaveroomformaneuver,listentocustomers,putourselvesincustomers’shoestounderstandcustomers’wishes,andoftenexpressgratitudetocustomers.在與客戶的溝通中，我們要秉承誠實(shí)與誠信的信念，時刻留有回旋余地，傾聽客戶的心聲，設(shè)身處地為客戶著想，了解客戶的想法，對客戶常懷感恩。Exercises:1)Usethewordsintheboxtocompletethesentencesbelow.involvesanticipatedmoderategratitudetaketheinitiativetoputyourselfintheirshoes（1）Cross-bordere-commercecustomerservicestaffneedtoshow

tocustomersatalltimes.（2）Businesspeoplebelievethatifthey

getmorenewskills,therewillbeabetterjobavailabletothem.（3）Theonlycapitalinvestmentsplan

newofficespaceandtheequipmentneededforthatspace.（4）Customerswouldreallyappreciateitifyoucould

andtellthemhowtodealwiththisreturndispute.（5）ThetransactionvalueofChina'scross-bordere-commerceis

toreach20.3trillionyuanin2021.Part1CustomerServiceProceduresgratitudetaketheinitiativetoinvolvesputyourselfintheirshoesanticipatedExercises:2)Translatethefollowingsentencesbyusingtheprovidedexpressions.（1）一個商人能否做好生意與其誠信有很大關(guān)系。（integrity;haveagreatdealtodowith）

Whetherabusinessmancandobusinesswellhasagreatdealtodowithhisintegrity.（2）在做跨境電商生意時，客戶體驗(yàn)是十分重要的。（customerexperience）Whendoingcross-bordere-commercebusiness,customerexperienceisveryimportant.（3）這家店鋪在亞馬遜平臺的交易轉(zhuǎn)化率很高。（transactionconversionrate）ThisstorehasahightransactionconversionrateontheAmazonplatform.（4）主動聯(lián)系買家可以提高回購率。（Taketheinitiativeto;returnedpurchaserate）Taketheinitiativetocontactbuyerscanincreasethereturnedpurchaserate.（5）定價(jià)時我們需要留有余地。（leaveroomformaneuver）Whenpricing,weneedtoleaveroomformaneuver.Part1CustomerServiceProceduresExercises:3)Answerthefollowingquestions.（1）

Whataremainlyinvolvedinthecustomerserviceofcross-bordere-commerce?Thecustomerserviceofcross-bordere-commercemainlyinvolves:pre-salecustomerservice,after-salecustomerservice,andinitiativeafter-saleenquiry.（2）Whatcanpre-salecustomerserviceprovide?Andwhatisitspurpose?Pre-salecustomerservicegivesinformationaboutpurchaseprocedures,productintroductions,paymentmethods,logisticsmodesandshippingcharges,etc.,allofwhichhaveagreatdealtodowiththetransactionconversionrate.Part1CustomerServiceProceduresExercises:3)Answerthefollowingquestions.（3）Whatarethemainlyproblemsfacedintheafter-salecustomerservice?Theproblemsfacedintheafter-salecustomerservicearemainlythedelayofgoods,theinconformitybetweengoodsanditsdescription,andthemoderateandbadcomments.（4）Besidesholdinghonesty,integrityandgratitude,what’smoreimportantincommunicationwithcustomers?What’smoreimportantisthatwemustshowrespecttocustomers’owncultureandneveroffendthembybreakingtheirtaboos.Part1CustomerServiceProcedures2ComplaintProblemsPart2ComplaintProblems1.Learnthefollowingexpressions,andwritedowntheirChinesemeanings.Warming-up(1)defectiveitem(2)underguarantee(3)openadispute(4)closeadispute(5)apartialrefund(6)afullrefund(7)fixaproblem(8)makeupfortheloss殘次品受保障提出爭議結(jié)束爭議部分退款全額退款解決問題彌補(bǔ)損失Warming-up2.GroupDiscussion.Workingroupsandshareyourexperienceofbuyingproductsonlinethatmadeyoudissatisfied,thendiscusswithyoupartner(s)togivesuggestionsaboutcomplainingproblemsonCBECplatforms.Part2ComplaintProblemsListeningListentothefollowingsentencesandfillintheblanks.Part2ComplaintProblemsListeningListentothefollowingsentencesandfillintheblanks.(1)Couldyousendmeaphotoofthe

youreceivedandtellmeitssituation?(2)The

timeisusually5to7

.(3)Ifthesellerwantsto

therequest,heshouldprovideevidencetoproveitisnothis

.(4)Wecanexchangeit

youkeepthedressinitsoriginalandgoodconditionandpayforthe

.(5)Wewillsendyouapartialrefundifyoudon’treceivetheparcelwithinthe

.Part2ComplaintProblemsparcelrefundbusinessdaysresponsibilityaslongasreturnshippingguaranteedtimerefuseSpeakingLearnfromtheexampleandworkinpairstoaskandanswerthequestionswiththecluesgivenintheboxbelow.Part2ComplaintProblemsTips:Weshouldalwaysestablishandstrengthenserviceawareness.Example:A:Whatproblemhaveyoueverhadwhenyoubuythingsfromabroadonline?B:SometimesIhadtowaitareallylongtimebeforereceivingtheorder.Part2ComplaintProblemsExample:A:Whatproblemhaveyoueverhadwhenyoubuythingsfromabroadonline?B:SometimesIhadtowaitareallylongtimebeforereceivingtheorder.(Thefollowingdialoguesareforreferences.Therecanbemoredialoguesmadehere.)Dialogue1:A:Whatproblemhaveyoueverhadwhenyoubuythingsfromabroadonline?B:OnceIfoundtherewasnotenoughinformationabouttheproductIgotinterestedin.Dialogue2:A:Whatproblemhaveyoueverhadwhenyoubuythingsfromabroadonline?B:LasttimeIneedtopayreallyexpensiveshippingfee.Dialogue3:A:Whatproblemhaveyoueverhadwhenyoubuythingsfromabroadonline?B:TwoweeksagoIhaddifficultyingettingresponsefromthecustomerservice.Part2ComplaintProblemsReadingAttention:TypesofComplaintsThatLeadtoAmazonSuspensionPart2ComplaintProblemsTips:Atanytime,weshouldknowhowtodealwithdifferenttypesofdisputes,andcultivateourprofessionalethicsincross-bordere-commerce.Reading:Words:suspension/s??spen?n/n.暫停incredibly/?n?kred?bli/adv.難以置信地standard/?st?nd?d/n.標(biāo)準(zhǔn)obstacle/??bst?kl/n.障礙overcome/???v??k?m/v.克服root/ru?t/v.根源在于breakdown/?bre?kda?n/n.分解；分類privilege/?pr?v?l?d?/n.權(quán)限；特權(quán)baffle/?b?fl/v.使困惑label/?le?bl/v.把……歸類于perfect/?p??f?kt/adj.完美的copyright/?k?pira?t/n.版權(quán)trademark/?tre?dmɑ?k/n.商標(biāo)updated/?p'de?t?d/v.更新allegation/??l??ɡe??n/n.起訴intellectual/??nt??lekt?u?l/adj.知識方面的；智慧的property/?pr?p?ti/n.產(chǎn)權(quán)；所有權(quán)genuine/?d?enju?n/adj.真實(shí)的violation/?va???le??n/n.違反；侵害assert/??s??t/v.維護(hù)；聲稱baseless/?be?sl?s/adj.無根據(jù)的valid/?v?l?d/adj.正當(dāng)?shù)?；有效的suspend/s??spend/v.使暫停descriptive/d??skr?pt?v/adj.描述的clarify/?kl?r?fa?/v.澄清；闡明Part2ComplaintProblemsReading:Words:precisely/pr??sa?sli/adv.精確地multiple/?m?lt?pl/adj.多樣的inauthentic/?n???θent?k/adj.不靠譜的preventative/pr?'vent?t?v/adj.預(yù)防性的updated/?p'de?t?d/v.更新reinstate/?ri??n?ste?t/v.使恢復(fù)Expressions:inorderto為了berootedinsb.orsth.根源在于（某人或事）IntellectualPropertyRights知識產(chǎn)權(quán)takeaction(s)采取措施/行動Part2ComplaintProblemsKeySentences:Here’sabreakdownofwhateachofthesetypesofcomplaintsmeanforthefutureofyoursellingprivilegesonA.以下是這些類型的投訴的分類解讀，告訴您在亞馬遜平臺上享受的銷售特權(quán)未來意味著什么。Iftheproductisgenuineandyouaresimplyresellingit,thereisusuallynotrademarkviolation.如果商品是正品且您只是轉(zhuǎn)售它，通常不存在商標(biāo)侵權(quán)。Thismistakecouldleadtomultiplecomplaintsforinauthenticitemandfornotasdescribeditems.這樣的錯誤可能會導(dǎo)致對非正品和與描述不符的商品的多次投訴。Part2ComplaintProblemsExercises:1)Tellwhethereachofthefollowingstatementsistrue(T)orfalse(F).(1)

Amazonsellers’standardisnotthathighsincetheplatformusuallyhasmanyobstaclesthattheyneedtoovercomeinordertoavoidsuspension.(2)

Amajorreasonforthesuspensionsarecomplaintsfrombuyers.(3)

ThoseproductsneverbeingusedcanbesoldasnewonAmazon.(4)

Iftheproductisgenuine,thenitisusuallyOKforyoutosimplyresellit.(5)

IfyourAmazonselleraccounthasalreadybeensuspended,youshouldjustwaitquietlyuntilitisreinstated.Part2ComplaintProblemsFTFTFExercises:2)Fillineachblankwiththecorrectformofthegivenword.(1)Heknowsthatthis

ofsettlementconstructionisdifficult,thatitisnoteasyforanyone.(suspend)(2)Inrecentyears,cross-bordere-commercehasgenerated

hugesales.(incredibly)(3)Thisplatform'spenaltyforsellersisnot

.Itisquitelogic.(base)(4)Almostallcross-bordere-commerceplatformsrequiresellerstoprovidecorrect

informationfortheproductstheysell.(describe)(5)OntheeBayplatform,itusuallytakesamonthforasellerto

recoverafterbeingsuspended.(instate)Part2ComplaintProblemssuspensionincrediblybaselessdescriptivereinstateExercises:3)Translatethefollowingsentencesbyusingtheprovidedexpressions.Part2ComplaintProblems跨境賣家努力做好產(chǎn)品描述，是為了獲得更多的瀏覽量。（inorderto）Cross-bordersellersworkhardtomakegoodproductdescriptionsinordertogetmorepageviews.(2)中國跨境電子商務(wù)的蓬勃發(fā)展植根于好的政策。（berootedin）TheboomingdevelopmentofChina’scross-bordere-commerceisrootedingoodpolicies.(3)一旦得到中評或差評，賣家需要立刻采取行動。（takeaction）Sellersneedtotakeimmediateactiononcetheygetamoderateornegativerating.Exercises:3)Translatethefollowingsentencesbyusingtheprovidedexpressions.(4)最糟糕的并不是退貨或退款，而是失去了客戶的信任。（butrather）Theworstthingisnotthereturnorrefund,butratherthelossofcustomer’strust.(5)明年這家店鋪的訂單數(shù)可能會翻倍。（itislikelythat）

Itislikelythatthenumberofordersatthisstoremaydoublenextyear.Part2ComplaintProblems3Returning&RefundingWarming-upLearnthefollowingwordsintheboxandchoosethemostappropriateonetofillineachblank.Part3Returning&RefundinghandleunablerequestunsatisfactoryagreementincluderecommendsupplierWarming-upLearnthefollowingwordsintheboxandchoosethemostappropriateonetofillineachblank.Part3Returning&RefundingHowtoreplytoarefundrequest?Whilemostissuescanbehandledsuccessfullythroughabasicopendialoguebetweenthesupplierandthebuyer,sometimescertainsituationsmustbeturnedintomoreformal(1)

.Weadvisethatthe(2)

andthebuyertodotheirbesttodiscussissueswitheachotherandcometoareasonablesolution.Wealso(3)

theykeepinactivecommunicationduringtheOpenDisputeprocess.Ifthesupplierandthebuyercannotreachan(4)

duringthe15-dayOpenDisputetimeperiod,thebuyermaypursuethecomplaint.Byfilingaclaim,thebuyerstatesheorsheis(5)

toreachareasonableagreementwiththesupplier,andisrequestingtheplatformtostepinto(6)

thematter.Reasonstopursuethecomplaintmaybedifferent.Theycan(7)includethesuppliernotrespondingtothebuyer’srequestsorrefusingtopartiallyrefundthebuyerforanordersentbackinan(8)

condition.requestsupplierrecommendagreementunablehandleincludeunsatisfactoryListeningListentothefollowingsentencesandfillintheblanks.Part3Returning&RefundingPart3Returning&RefundingListentothefollowingsentencesandfillintheblanks.Makearefundrequestifgoodsarenotreceivedaftersupplierconfirmedtheorderhas

.(2)Asrequested,wewillsendyouareplacement

andhopeyouwillbepleasedwiththenew

.(3)We’llcompeteyourorderandsend

forthedamagedones.(4)Wearewillingtogiveyoua10%allowanceofthenextordertocompensateyou

.(5)Weareextremelysorrytolearnthatyouarenot

withourproducts.Weareconcernedabouttheinconvenienceyouhavesuffered,and

sincerely.beenshippedassoonaspossiblelotreplacementsforthelosssatisfiedapologizeSpeakingPleaselearntheexampledialogueandusetheinformationinthetabletopracticemakingcomplaintsabouttheproductsinthegivensituations.Part3Returning&RefundingExample:Buyer:I’dliketomakeacomplaintaboutthecellphoneIboughtfromyouronlineshop.Seller:Whatisthematterabout?Buyer:Itstoppedworkingproperlyafterjust2days.Iwantanewreplacement.Part3Returning&RefundingitemsproblemsrequestslaptopIcannotturnitonnewreplacementwigisnottheblondecolorasthepictureshowsinyourshoppartialrefundmididressismuchsmallerthanIexpectedandIcannotwearitexchangeabiggersizesweepingrobotstopworkingevery2or3minutes;somethingwrongwiththebatteryreturnthegoodsExample:Buyer:I’dliketomakeacomplaintaboutthecellphoneIboughtfromyouronlineshop.Seller:Whatisthematterabout?Buyer:Itstoppedworkingproperlyafterjust2days.Iwantanewreplacement.Dialogue1:Buyer:I’dliketomakeacomplaintaboutthelaptopIboughtfromyouronlineshop.Seller:Whatisthematterabout?Buyer:Icannotturniton.Iwantanewreplacement.Dialogue2:Buyer:I’dliketomakeacomplaintaboutthewigIboughtfromyouronlineshop.Seller:Whatisthematterabout?Buyer:Itisnottheblondecolorasthepictureshowsinyourshop.Iwantpartialrefund.Part3Returning&RefundingExample:Buyer:I’dliketomakeacomplaintaboutthecellphoneIboughtfromyouronlineshop.Seller:Whatisthematterabout?Buyer:Itstoppedworkingproperlyafterjust2days.Iwantanewreplacement.Dialogue3:Buyer:I’dliketomakeacomplaintaboutthemididressIboughtfromyouronlineshop.Seller:Whatisthematterabout?Buyer:ItismuchsmallerthanIexpectedandIcannotwearit.Iwanttoexchangeabiggersize.Dialogue4:Buyer:I’dliketomakeacomplaintaboutthesweepingrobotIboughtfromyouronlineshop.Seller:Whatisthematterabout?Buyer:Itstopsworkingevery2or3minutes.There’ssomethingwrongwiththebattery.Iwanttoreturnthegoods.Part3Returning&RefundingReadingPromoteaReturnPolicyCustomersLovePart3Returning&RefundingReading:Words:conduct/k?n?d?kt/v.進(jìn)行；經(jīng)營solely/?s??lli/adv.僅僅further/?f??e?(r)/adv.進(jìn)一步地engage/?n?ɡe?d?/v.占用；使參加profitable/?pr?f?t?bl/adj.賺錢的surprisingly/??pra?z??li/adv.出人意料地loyal/?l???l/adj.忠誠的recovery/r??k?v?ri/n.恢復(fù)paradox/?p?r?d?ks/n.悖論hassle/?h?sl/n.困擾；麻煩deter/d??t??(r)/v.阻止thermometer/θ??m?m?t?(r)/n.晴雨表Part3Returning&RefundingReading:Expressions:inplace到位post-purchaseexperience售后體驗(yàn)Part3Returning&RefundingKeySentences:WhenconductingbusinessontheCEBCplatform,onceagoodreturnpolicyisinplace,itnotonlyprovidesservicesandassistancetoyourcustomers.在跨境電子商務(wù)平臺上開展業(yè)務(wù)，一旦有了良好的回報(bào)政策，它不止為您的客戶提供服務(wù)和幫助。Surprisingly,customersthathaveapoorexperiencethat’shandledwellendupmoreloyalthantheywereinthefirstplace.令人驚訝的是，那些體驗(yàn)不佳的客戶在處理得當(dāng)?shù)那闆r下，最終比一開始更忠誠。Part3Returning&RefundingExercises:Choosethebestanswerforeachofthefollowingquestions.(1)Whichofthefollowingcanbedonebyagoodreturnpolicy?A.providesservicestoyourcustomersB.providesassistancetoyourcustomersC.you’llspendlesstimedealingwithreturnsD.alloftheabove(2)Theauthorsayreturnsshouldnotbesolelythoughtasmoneylost,because__________.A.thesalesitcanbringcanbemuchmorethanjustthelostvalueofproductsreturnedB.thecompanyshouldjudgethisasawayforgainingreputationC.sometimesevenpartialrefunded,theordercanstillbeprofitableD.thecustomerservicepeopleseldomreallyallowreturnsPart3Returning&RefundingDAExercises:Choosethebestanswerforeachofthefollowingquestions.(3)Agoodreturnpolicycandothefollowingexcept__________.A.bringinsalesB.furtherengagecustomersC.usingforeign-baseddigitalbuyersD.earnrepeatbusiness(4)What’stheideawecangetfromNarvar?A.Youshouldspendlesstimedealingwithreturns.B.Morethanahalfofonlineshoppersthatmakeatleastonereturnorexchangeperyear.C.halfwillmakeanotherpurchaseifthereturnexperiencewaseasyforthem.D.evenifthereturnexperiencewaseasyforthem,