《跨境电商实用英语》课件Unit 1-Chapter 4

CustomerServiceofCross-borderE-commerce跨境电商实用英语Chapter4Unit1OverviewofCross-borderE-commerce跨境电商系列教材AcquirebasicknowledgeaboutcustomerserviceofCross-borderE-commerce1Knowtheimportanceofpre-saleservices,on-saleservicesandafter-salesofCross-borderE-commerce2KnowtheprofessionalabilitiesandskillsrequiredforthecustomerservicestaffofCross-borderE-commerce3Learnwordsandexpressionsconcerningtalkingaboutaboveissues4UnitGoalsAfterstudyingthischapter,youareexpectedto：PARTONEWarming-upPART1Warming-upWorkingroup.Lookatwhatthefollowingpeoplesayordoandexpressyourownopinionswithyourgroupmembers.Trytorelatetoyourpersonalexperience.Lucyhasdecidednottobuyproductsagainfromtheonlineshopwhichsheusedtovisitoften.Becausewhensheaskedsomequestionsabouttheproductssheintendedtobuy,hewouldwaitformorethantwodaystoreceiveareply.Thatmakesherfeelbad.PART1Warming-upB.Oneofmyfriendswhorunanonlineshiponcesaid,“Thecostofdevelopinganewcustomerisfivetimesasmuchasthatofretaininganoldone.”PARTTWOPassageReadingPART2PassageReadingCustomerserviceisthesupportyouofferyourcustomersbothbeforeandaftertheybuyyourproductthathelpsthemhaveaneasyandenjoyableexperiencewithyou.It’smorethanjustprovidinganswers;it’sanimportantpartofthepromiseyourbrandmakestoitscustomers.Andit’sacriticaltothesuccessofyourbusiness.ItisapositionintheCross-borderE-commerceenterprise,whereonecanreachthemostcustomers.Thequalityofcustomerservicedirectlyinfluenceswhethertheconsumerswillbuyornot.CustomerServiceofCross-borderE-commercePlatformsThecustomerserviceoftheCross-borderE-commerceinvolves:Pre-salecustomerservice:Pre-salecustomerserviceissales-orientedandprovidedforthebuyerswhomakeinquiriesaboutproductsbeforeplacingorders.Pre-salecustomerservicegivesinformationaboutpurchaseprocedures,productintroductions,paymentmethods,logisticsmodesandshippingchargesetc.,allofwhichhaveagreatdealtodowiththetransactionconversionrate.PART2PassageReadingAfter-salecustomerservice:After-salecustomerserviceisprovidedforcustomerswho,afterhavingplacedorders,makeinquiriesaboutorders,theanticipatedarrivaltimeofparcels,andproductserviceetc.Ithasmuchtodowiththeimprovementofproductcategoryandquality,thecustomerexperience,therepeatpurchaserate,thereturnedpurchaserate,thedisputerateetc.Theproblemsfacedintheafter-salecustomerservicearemainlythedelayofgoods,theinconformitybetweengoodsanditsdescription,andthemoderateandbadcomments.PART2PassageReadingInitiativeafter-saleinquiry:Taketheinitiativetokeepcustomersinformed,aftersales,ofsomeimportantinformation,forexample,totellcustomerswhetherthepaymentissuccessfulornot,whethertheirordershavebeenconfirmedorprocessed,wheretheirgoodshavebeensent,whatnewandbest-sellingproductsareputonshelves,andwhatmarketingactivitieswillbelaunchedintheshop.Intheaspectofcustomerservice,bothAliExpressandDHgatehavethecompleteprotocolsanddisputeshandlingsystem,helpingsettlethedisputesbetweensellersandbuyers:Intheaspectofpre-deliveryprotocol,AliExpressallowsthebuyerscanceltheordersaftertheorderspaidsuccessfullyandbeforethesellersdeliverthegoods,itismorefavorableforbuyers.PART2PassageReadingButthebuyersoftheDHgatejustcancanceltheordersafter24hourstheypaytheorderssuccessfully,anditismorefavorableforsellers.Intheaspectofdeliveryprotocol,ifthesellerspromisingdelivery-timeislessthan5days,buyerscanapplyforrefundsassoonasthesellersdelivergoods;ifthesellers`promising-delivery-timeisnolessthan5days,buyerscanapplyforrefundsafter5daysafterthesellersdelivergoods.DHgateallowsthebuyersapplyforrefundsin4-120daysafterthesellersdeliverthegoods.BothofAliExpressandDHgateassuretherightsofthebuyers.Intheaspectofplatformsintervenedisputes,underthecircumstanceofbothofbuyersandsellerscannotreachaconsensus,thesystemwillcommitthedisputestotheAliExpresstoadjudicate16daysafterthedisputeroseautomatically,AliExpresswillhandlethedisputesin2workingdays.ButtheDHgatedisputes-automatic-commit-timeis11daysafterthedisputearose,itismoreefficientthantheAliExpress.PART2PassageReadingIntermsofcustomercommunicationchannels,theAliExpressprovidesthestationletter,e-mailandtheinstantchattingsoftwareTradeManager,theDHgateprovidesthestationletter,e-mailandtheDHgateCommunicationsoftware.DHgatealsocansetsubaccountsbasedonthemainaccount,andgivethemdifferentrights,sotheycanhelpthemainaccountservethecustomersbetter.Intermsoftheshopcreditratingsystem,thecreditlevelofAliExpressisdividedinto15levels,andeachlevelisclearlyrepresentedbytheratingsignscombinedbymedal,diamondorcrown.ThecreditlevelofDHgateisdividedinto4levels:top,perfect,standardandlower-standard,onlythetopandtheperfectlevelhastheappropriatesign.ThereforetheAliExpresshasmorecompletecreditsystem.Inaddition,DHgatehastheForeignBuyblock,anditcandisplaytherequestsofthecustomersandconnectthecustomerswiththesellers.PART2PassageReadingNewWordsconversion[kənˈvɜ:ʃn]n.1NewWordachangeintheunitsorformofanexpression转化，转换e.g.Ⅰ)Currency-conversioncostsremainoneofthebiggestobstaclestocross-bordertrade.货币兑换成本仍是跨境贸易的最大障碍之一。Ⅱ)Wasteconversionisapartoftheproductionprocess.废物处理是生产过程的一个组成部分。返回anticipate

[ænˈtɪsɪpeɪt]vt.01NewWord2regardsomethingasprobableorlikely预期e.g.Ⅰ)Ianticipatederivingmuchinstructionfromthelecture.我期望从讲座中获得很多教益。Ⅱ)Thecompanyneglectstofocusonthecustomeranddoesnotanticipatewhatwillbeneededinthefuture.公司忽略了要去关注客户，并且没有预见未来需要什么。返回parcel[ˈpɑ:sl]n.NewWord3awrappedcontainer

包裹e.g.Ⅰ)Theparcelwassentexpress.这包裹是用快递方式寄出去的。Ⅱ)Hastheparcelbeenclearedwiththeborderpoliceyet?那个包裹通过边防警察的检查了吗？返回inconformity['ɪnkən'fɔ:mɪtɪ]n.NewWord4lackofconformity;irregularity不一致e.g.I)Theplanwasmadeinconformitywithhisviews.这个计划和他所想的不一致。II)Theterm“salesreturn”referstothereturnofgoodssoldbyanenterprisebecauseofthegoods'poorqualityorinconformitywiththerequiredtype,orforotherreasons.销售退回，是指企业售出的商品由于质量、品种不符合要求等原因而发生的退货。返回moderate[ˈmɒdərət]adj.5NewWordbeingwithinreasonableoraveragelimits;notexcessiveorextreme适度的，中等的e.g.Ⅰ)Thehotelconsistsof25comfortableguestroomseachrepresentingexcellentvalueataverymoderateprice.酒店有25间客房，每一间都是高标准服务且价格实惠。Ⅱ)Thecompanyiswillingtoprovidecustomerswithqualityproductsandservices,aswellasmoderateprice.这家公司愿为客户提供优良产品和优质服务以及适中的价位。返回protocol[ˈprəʊtəkɒl]n.01NewWord6codeofcorrectconduct协议e.g.Ⅰ)Theyaretodecideontheprotocolrelatingtotheexchangeofcommoditiesfortheyear.他们将对这一年的换货协定草案做出决定。Ⅱ)Thisisaverysecureandreliableprotocolthatprovidesend-to-endsecuritysessionsbetweentwoparties.这是一个非常安全和可靠的协议，它提供了双方之间的端到端安全性会话。返回intervene[ˌɪntəˈvi:n]v.NewWord7getinvolved,soastoalterorhinderanaction,orthroughforceorthreatofforce干预，介入，调停e.g.Ⅰ)TheGovernmentisdoingnothingtointerveneinthecrisis.政府没有采取任何行动对这次危机进行干预。Ⅱ)Don'tinterveneintheaffairsofanothercountry.不要干涉别的国家的事务。返回adjudicate

[əˈdʒu:dɪkeɪt]v.NewWord8bringtoanend;settleconclusively

判决，裁定e.g.Ⅰ)Theinternationalcourtofjusticemightbeasuitableplacetoadjudicateclaims.国际法庭或许是对所有权做出裁决的合适之地。Ⅱ)Theministercouldnotadjudicateinsuchanissue部长不能在这样一个问题上做出裁定。返回crown[kraʊn]n.9NewWordanobjectintheshapeofacircle,usuallymadeofgoldandpreciousstones,thatakingorqueenwearsonhisorherheadonofficialoccasions王冠e.g.Ⅰ)Thecrownwassetwithpreciousjewels—diamonds,rubiesandemeralds.王冠上镶嵌着稀世珍宝—有钻石、红宝石、绿宝石。Ⅱ)Yourclothes,yourpearlsandyourjewels,orevenyourgoldencrown,arenothingtome.你的衣服，珍珠，甚至于你金色的王冠对我来说，不值一文。返回block[blɒk]n.01NewWord10theactofobstructingordeflectingsomeone'smovements

阻碍，障碍物e.g.Ⅰ)Thequestionofqualityprovedamajorstumblingblocktoagreement.结果证明质量问题是达成协议的主要障碍。Ⅱ)Thereisablockinthepipeandthewatercannotflowaway.管子里有阻塞物，水流不出去。返回Phrases&Expressionspre-sale预售；售前01P&Ee.g.Ⅰ)Thepre-saleofcommercialhousingbecomestheprimaryformoftransaction.商品房预售成了商品房交易市场的主要的交易方式。Ⅱ)Ourcompanyhasstrictmanagementsystem,completequalityguaranteesystemandfinepre-salesystem.我们公司具有严格的管理制度，健全的品质保证体系和优良的售前系统Phrases&Expressions01P&E02haveagreatdealtodowith

和...有很大关系e.g.Ⅰ)Hissuccesshasagreatdealtodowithhishardwork.他的成功与他的努力有很大关系。Ⅱ)Thecustomersatisfactionhasagreatdealtodowiththelogisticsspeed.客户满意度和物流速度有很大关系。Phrases&ExpressionsP&E03after-sale

售后服务e.g.Ⅰ)Theafter-saleserviceworkerwillarriveatthedestinationwithin24hours.售后工作人员将于24小时内到达目的地。Ⅱ)Theafter-saleservicenetworkofthecompanyhasspreadnationwide.公司售后服务网点遍布全国。Phrases&ExpressionsTask1Workinpairs.Readthepassageandanswerthefollowingquestions.1

WhatareinvolvedinthecustomerserviceofCross-borderE-commerce?2Whatarethemainproblemsthattheafter-salecustomerservicemayface?3

InwhichaspectisDHgatemoreefficientthanAliexpress?Task21.The_____________wasenchasedwithgoldandsilver.2.DenmarkisapartytotheKyoto______________andwillremainso.3.Hehadalargebrownpaper_____________underhisleftarm.4.Thesecurityforceshadto_____________topreventthesituationworsening.5.HowevertheIndustryoftenconcentratesontheimprovementofproductivityandsalesbutneglectthemaintenanceofcustomers,namelythe___________services.6.I______________hisarrivalatfouro'clock.7.WallStreetisexpectinga_____________salesincreasethisseason.8.Thecarsuccessfullybypassedthe______________.

Completethefollowingsentenceswiththewordsorphrasesinthebox.Changetheformifnecessary.crown

Protocolparcelinterveneafter-saleAnticipate ModerateblockTask31.货币兑换不会收取费用。(conversion)___________________________________________________________2.

Jin为纯法学贡献了毕生精力，尽管他的学术观点前后并不一致。(inconformity)__________________________________________________________3.我们将为您提供便捷的售前与售后服务。(pre-sale)

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