跨境电商客户服务英语 答案 司慧娟 任务14-32 订单取消确认函-在线客户服务即时聊天脚本

跨境电商客服英语练习参考答案Task14:HowtoReplyOrderCancellation任务十四：订单取消确认函AFTERYOUREADA.UnderstandMainIdeas:1.What’suseofrecommendingotherproducts?Toshowoffsomeofyourbeststuff,eithertopsellersornewestoffering.Thismeansyoucanexcitethemaboutwhatelseyouhave.2.Whatareusualincentiveoptionsmentionedinthepassage?Freeshippingonthenextorder,freeshippingafteracertainamount,adiscount,afreegiftwithanyorder.B.UnderstandDetails:InwhatbestwayscanyouturnOrderCancellationintoamoney-makingopportunityfinally?helpingyourcustomersletgoofstressconcernedtothecancellationeventmaintainingproducts’qualityrecommendingotherproductsalltheaboveKey:DWhichofthefollowingisnotthereasonforcustomers’ordercancellation?nolongersatisfiedwiththeprevioustradepriceorderedthewrongcolororsizeorderedthewrongstylehadnointerestsinthatparticularproductKey:A‘Remember,taketheopportunitytobuildupyourbrandinallsituations.’Whichofthefollowingcanbestreplacethephrasebuildupinthatsentence?maintainestablishpromotespreadKey:BWhatcouldbeshownoffwithautomatedProductRecommendations?similarproductsout-of-seasonitemstopsellersornewestofferingsspecialoffersKey:CWhichisacommonincentiveoptiontomakeyourcustomerscomeback?afreegiftwithanyorderadiscountfreeshippingonthenextorderalltheaboveKey:DC.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.订单取消函即向客户确认他们所取消的订单。(acknowledge)CancellationConfirmationemailenablesyoutoacknowledgecustomers’cancellationanyplacedorder.2.在书写订单取消函的时候，切记这不意味着该顾客已经与你的公司彻底断绝关系。(becompletelydonewith)Whenyoucraftthecancellationconfirmation,rememberthatthisdoesn’tmeanyourcustomeriscompletelydonewithyourcompany.3.顾客可能不想要或不喜欢某一件特定的产品，但是你可以借机向其展示一些最好的东西。(showoff)Customersmaynothavewantedorlikedthisparticularproduct,butyoushouldtakethisopportunitytoshowoffsomeofyourbeststuff.4.我们感激您的继续惠顾，诚如我们尊重您终止协议的决定一样。（Asmuchas）Asmuchaswewouldlikeyourcontinuedpatronage,werespectyourdecisiontoceaseyouragreement.5.本邮件旨在通知您已经在六月三日取消订单。(servesasanotification)ThisemailservesasanotificationthatyouhavecancelledyourorderonJune3rd.E.CraftCancellationConfirmation1.Writeacancellationconfirmationwithfullrefundbasedonthefollowinginformation.Customer:MonicaWadeDate:11/21/2019OrderNumber:CX5-0000758-82314-12ProductName:RoseWaterBalancingFacialToner;RefundableAmount:$16.95;TimetoRevertAccount:5DaysCompany:B.WITCHINGBATHCO.;Representative:KatelynHuston;Title:CustomerSupportOfficer;Email:customerservice@Telephone:(833)330-2284Sample:HeyMonicaWade,Wearesadtohearthatyouwouldliketocancelyourorder.Asmuchaswewouldlikeyourcontinuedpatronage,werespectyourdecisiontoceaseyouragreement.Asfortherequestofcancellation,wewouldbeprocessingtheFULLREFUNDassoonaswecan.Pleasetakenotethatitmaytake5daystorevertyouraccount.OrderDetails:OrderNumber:CX5-0000758-82314-12Date:11/21/2019RoseWaterBalancingFacialToner$16.95RefundableAmount$16.95Shouldyouhaveanyquestionsregardingourservices,feelfreetocheckourFAQ’sonthewebsite.Wehopetoprovideyouwithbetterproductsagaininthefuture.VerySincerelyKatelynHustonCustomerSupportOfficerEmail:customerservice@Telephone:(833)330-22842.Writeacancellationconfirmationaftershippingbasedonthefollowinginformation.Customer:MonicaWade;Date:11/21/2019;TrackNumber:CTAFT0000160477YQ;ProductName:RoseWaterBalancingFacialToner;RefundableAmount:$16.95;ReturnPolicies:/articles.asp?id=3Company:B.WITCHINGBATHCO.;Representative:KatelynHuston;Title:CustomerSupportOfficer;Email:customerservice@Telephone:(833)330-2284Sample:DearMonicaWade,Thisemailservesasanotificationthatyouhavecancelledyourorderon11/21/2019.Toourregret,thisonewasn’tthebestfitforyou.However,theparcelhasbeenshippedouttothedestination,andpleasecheckthetrackingnumberfortheshipment:CTAFT0000160477YQAsperourlatecancellationpolicy,ifyoucancelyourorderAFTERithasbeenshipped,thecancellationwillhavetobetreatedasaReturnwithallapplicablefees.Pleasefollowour

ReturnPolicies&Procedures:/articles.asp?id=3.Thankyouforyourunderstandingandwelookforwardtoservingyouinthefuture.VerySincerelyKatelynHustonCustomerSupportOfficerEmail:customerservice@Telephone:(833)330-2284Chapter3:Post-transactionActivities第三章：售后服务Task15:RespondtoRefundRequest1(AcceptClaim)任务十五：接受买家的退货、退款要求AFTERYOUREADA.UnderstandMainIdeas:Whatshouldyoudoifacustomerrequestsarefund?Answer:handlethematterquickly;investigatethefactsthoroughly;consultyourrefundpolicy;lookforanon-refundremedy;makeareasonabledecision;followupwithyourdecisionandclearsteps;reviewyourrefundpolicy.B.UnderstandDetails:1.Ifyouignorerefundrequestsorenforceanunreasonable“norefunds”policy,you’lldo___________damagetoyourreputationandbusiness.A.littleB.limitedC.irrevocableD.acceptableKey:C2.What’sthefirststepwhenacustomerasksforarefund?A.respondinstantlyB.handlethematterquicklyCactquicklyD.alltheaboveKey:D3.Whatinformationshouldyougatherwheninvestigatingthefactsthoroughly?A.purchasedataB.paymentrecordC.otherrelateddataD.alltheaboveKey:D4.How’sthisprobingquestion“sinceyoudidn’tfinishthecourse,howdoyouknowyouaren’tsatisfied?”A.reasonableB.argumentativeC.goodD.normalKey:B5.Ifyouaren’tsurehowtorespondtothecustomer’sspecificsituation,whatcouldyoudo?A.don’trespondinstantlyB.adheretoyourbusinesspolicyC.reviewyourrefundpolicyD.adheretotheplatform’srefundpolicyKey:CC.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.如果你忽视退款请求，或者坚持不合理的不退款政策，你将给自己的名誉和业务带来不可修复的损伤。(irrevocabledamage)Ifyouignorerefundrequestsorenforceanunreasonable“norefunds”policy,you’lldoirrevocabledamagetoyourreputationandbusiness.2.如果你一时不确定该如何处理，至少你应该回应客户的退款要求。(acknowledge)Ifyouaren’tsurehowyou’llproceedrightaway,attheveryleastyoushouldacknowledgethecustomer’srequestforarefund.3.如果你需要向客户收集信息，则要避免争论性和猜疑性的口吻。(argumentativeorsuspicious)Ifyouhavetogatherinformationfromthecustomer,avoidbeingargumentativeorsuspicious.4.询问客户的意愿然后再否定他们的要求只会进一步降低他们的体验。Askingwhatthey’dlikeandthendenyingtheirrequestwillfurtherdegradetheirexperience.5.一旦决定如何回应客户的退款请求，你下一步就是告诉他们明确的决定。（respond）Onceyou’vedecidedhowyou’llrespondtothecustomer’srefundrequest,yournextstepistoreplytothecustomerwithacleardecision.客户的满意于我们而言至关重要，我们很乐意查看您的退款请求。(reviewyourrequest)Customerhappinessisimportanttousandwe’rehappytoreviewyourrequesttoreceivearefund.E.AcceptRefundRequest1.Writeanemailtoacceptrefundrequestbasedonthefollowinginformation.Customer:ElleKendrick;Date:11/21/2019;TrackNumber:CTAFT0000160477YQ;ProductName:NaturalHoneyFacialCleaningBar;RefundableAmount:$8.95;TimetoReviewRefundRequest:3WorkingDays;Company:B.WITCHINGBATHCO.;Representative:KatelynHuston;Title:CustomerSupportOfficer;Email:customerservice@Telephone:(833)330-2284Sample:HiElleKendrick,We’resorrytohearthatyoudidn’tenjoyyourexperienceatB.WITCHINGBATHCO.Customerhappinessisimportanttousandwe’rehappytoreviewyourrequesttoreceivearefundforNaturalHoneyFacialCleaningBar.Refundrequestsusuallytake3workingdaystoreview.Wewillinformyouoncewehavehadachancetoreview/investigateyourcase.Iftherequestisapproved,youcanexpecttherefundtobecompletedwithin30days.Ifthereisanythingelsewecanhelpyouwith,pleaseletusknowBest,

KatelynHustonCustomerSupportOfficerEmail:customerservice@Telephone:(833)330-22842.Writeanemailtoacceptproductreturnrequestwithasubjectlinebasedonthefollowinginformation.Customer:ElleKendrick;Address:36GreenwichSt.NorthHampton,CT06074USADateofReturnRequest:11/21/2019;ProductName:NaturalHoneyFacialCleaningBar;RefundableAmount:$8.95;TimetoReverttheAccount:5workingDays;Thenearestcarrierdrop-offlocationlink:/dropoff/?loc=en_USCompany:B.WITCHINGBATHCO.;Representative:KatelynHuston;Title:CustomerSupportOfficer;Email:customerservice@Telephone:(833)330-2284Address:174LincolnAve.Hawthorne,NJ07506USAShippingLabel:Sample:Subjectline:ConfirmationofNaturalHoneyFacialCleaningBarReturn.

DearElleKendrick,Perourconversationon11/21/2019,wehaveprocessedareturnoftheNaturalHoneyFacialCleaningBar.We’redisappointedthisproductdidn’tmeetyourneeds,butcertainlyunderstand.Attachedisashippinglabelyoucanprintandattachtotheitemsothatyoucanshipitbacktousfreeofcharge.Herearethethreesimplestepstofollow:PlaceNaturalHoneyFacialCleaningBarbackintotheshippingboxitcameinalongwiththeoriginalpackagingPrintandattachtheshippinglabelTakeittoyournearestUPSdrop-offlocation/dropoff/?loc=en_US.Assoonaswereceivethereturneditem,wewillissuearefund.Within5workingdays,youwillseearefundof$8.95onyourcreditcard.Weappreciateyourbusinessandhopeyouwillconsiderusforfutureemployeepurchases.Sincerely,KatelynHustonCustomerSupportOfficerEmail:customerservice@Telephone:(833)330-2284Task16:RespondtoRefundRequest2(DeclineClaim)任务十六：拒绝买家的退货、退款要求AFTERYOUREADA.UnderstandMainIdeas:Howtorefuserefundclaimthroughemail?Answer:usecompanyletterheadorsignatures;befirmandcourteous;expressregretbutremainlogical;thankthecustomer.B.UnderstandDetails:1.Whatarethereasonsfordecliningarefund?A.oldwarrantiesB.missingtherefunddeadlineC.Theproductwaspartofapromotionwithnorefundsauthorized.D.alltheaboveKey:D2.Use______languagewhenyouexplainyourdecisiontodenytherefund.A.activeB.negativeC.positiveD.inactiveKey:A3.Whenthankingthecustomer,whatshouldthesellerindicate?GratefulnessfortheirpatronageHopefortheirnextshoppingOfferingadiscountfortheirnextpurchaseAlltheaboveKey:DC.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.为了能有效拒绝退款请求，首先你需要解释原因。(inaneffectivemanner)Inordertodeclinerefundsinaneffectivemanner,firstyouneed

explainwhy.2.开展调查相比不告知便决定要更能别接受，即使调查结论是否定的。(uninformeddecisionmaking)Investigation,evenwhenitendsinanegativeconclusion,isappreciatedmorethanuninformeddecisionmaking.3.这能显示你的同情心，同时也表明在这个情况下你的行为是受约束的。(empathy)Itshowsempathybutalsodemonstratethatyourhandsaretiedwhenitcomestothesituation.4.在你发送拒绝退款邮件之前，务必仔细校对检查是否你有错漏政策解释。(proofread)Beforeyousendtheemaildecliningarefund,proofreaditcarefullyandchecktoseeifyoumissedanypolicyexplanations.5.据我们所知，您向我们购买的产品并不满意。(Ithascometomyunderstanding)Ithascometomyunderstandingthatyouhavebeenunsatisfiedwithyourrecentpurchasewithusregardingtheproduct.E.DeclineRefundRequestWriteanemailtorefuserefundrequestbecausetheproductisalreadyoutofthewarranty.Customer:ElleKendrick;PurchaseDate:11/18/2018;WarrantyPeriod:1Year;ProductName:Women'sTamangitoPack20L;AlternativeProducts:RefugioBackpack28L;Link:/product/refugio-backpack-28-liters/47912.html?dwvar_47912_color=CHRT&cgid=luggage-laptop-bagsCompany:Patogonia;Representative:EmilyKimbrel;Title:CustomerSupportAssociate;Email:customerservice@Telephone:

1-800-638-6464Address:Patagonia259WSantaClaraSt.Ventura,CA93001Sample:DearElleKendrick,AboutyourdamagedWomen'sTamangitoPack20,thankyouforthephotosandinformationyouforwardedtous.Unfortunately,becauseyourWomen'sTamangitoPack20ismorethan2yearsold,itisnolongerunderwarranty,andwedonotstockthatparticularmodelanymore.WedohowevercarryawidevarietyofreasonablepricedRefugioBackpack28L,oneofwhichIamsurewillsuityourneeds.Pleasecheckoutthelinkbelow:/product/refugio-backpack-28-liters/47912.html?dwvar_47912_color=CHRT&cgid=luggage-laptop-bags.Weappreciateyourbusinessandhopeyouwillconsiderusforfutureemployeepurchases.Sincerely,EmilyKimbrelCustomerSupportAssociateTelephone:

1-800-638-6464Email:customerservice@Websiteaddress:/home/Task17:AskingforReview任务十七：要求买家对产品评价AFTERYOUREADA.UnderstandMainIdeas:1.Whycustomerreviewsaresoimportant?Givereasons.Answer:betterunderstandyourcustomersandimprovecustomerservice;credibilityandsocialproof;fightwithexperiencetosavemargins;allowcustomerstohaveavoiceandcreatecustomerloyalty;consumersareyourmarketingforyou.2.Whatarethebestpracticesofaskingforreviewthroughemail?Answer:personalizeyouremail;keepitshort;offerincentives;spotlightyourcustomer.B.UnderstandDetails:1.Byanalyzingcustomerreviews,whatareyouabletogetwithsuchinformationinput?A.CreatingagoodshoppingexperienceB.ImprovingcustomerserviceC.Keepingcontinuousfocusoncustomers'needsD.AlltheaboveKey:D2.Accordingtothepassage,howcanacustomergetsomerecommendationsbeforemakingbuyingdecisionsnowadays?A.AskinghisfriendsandthefamilyB.ClickingandcheckingreviewsitesC.AskingpeoplehetrustsD.AlltheaboveKey:D3.Newbusinessesareabletogainapositivenicheinpeople'sestimationandestimates.What'sthebestmeaningof‘niche’here?A.AmaturemarketB.AsmallbutprofitablemarketC.AcompetitivemarketD.AnewmarketKey:B4.WhichisNOTthebenefitofferedbymicro-marketingcampaign?A.improvingthesalesB.establishingaconstantpositivebusinessimageC.creatingacontinualbrandawarenessD.beingbeneficialtothebusinessforalongtermKey:A5.Whataregoodpracticeswhenaskingforreviewthroughemail?A.KeepingitshortandsimpleB.offeringincentivesC.PersonalizingyourreviewrequestemailsD.AlltheaboveKey:DC.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.1.网评创造了一个市场营销和交互的新领域，它弥补了传统的口碑和网红效应之间的距离，并影响顾客的观念。(traditionalword-of-mouthandaviralformoffeedback)Onlinereviewshavecreateda

newfieldinmarketingandcommunication

thatbridgesthegapbetweentraditionalword-of-mouthandaviralformoffeedbackthatcaninfluenceconsumer’sopinion.2.评论能够让新公司与更成熟的企业直接比拼，并且能从人们的预估和期待中赢得潜在的积极商机。(standshouldertoshoulderwith)Reviewsenablenewbusinessestostandshouldertoshoulderwithmoreestablishedcompetition,andpotentiallygainapositivenicheinpeople’sestimationandexpectations.3.你可以设计出世上最天花乱坠的邮件，但如果信息的开头便是冷冰冰，毫无人情味，那么你是无法赢得邮件高点击率和回复率。(highopenratesandresponserates)Youcandesignthemostdazzlingemailintheworld,butyouwon’tachievehighopenratesandresponseratesifthemessagefeelscoldandimpersonalfromthestart.4.如果你的置评请求邮件过于冗长，受访者很可能在完成回复之前便放弃了(runtheriskof)Ifyourownreviewrequestemailtakestoolongtoread,youruntheriskofrespondentsabandoningitbeforecompletion.D.BuildYourSentencePutthefollowingsentencesintoEnglish.E.DeclineRefundRequestBuildareviewrequestbasedonthefollowinginformation.Customer:AustinBuckProduct:GoalZeroCrushLightChromaLanternCompany:RecreationalEquipment,IncReviewFunnelLink:/product/141607/goal-zero-crush-light-chroma-lanternRepresentative:AaronGTitle:CustomerSupportOfficerEmail:aarong@Telephone:1-253-891-2500Sample:DearAustinBuck,Thanksforbeingourcustomer.We'dliketohearhowyourexperiencewithRecreationalEquipment,Incwent.Doyoumindtakingjustafewminutestoleaveareview?Youcanleaveyourfeedbackbyvisitingthislink./product/141607/goal-zero-crush-light-chroma-lanternBest,AaronGCustomerSupportOfficerRecreationalEquipment,IncEmail:aarong@Telephone:1-253-891-2500Task18ManagingNegativeReviews任务十八：差评管理AFTERYOUREADA.UnderstandMainIdeas:Howtorespondtoanegativereviewin6steps?Answer:Step1:Respondquickly(within24-48hours):Step2:Apologizeandsympathizeinyourresponsetothenegativereview.Step3:Insertalittlemarketinginyourresponsetothebadreview.Step4:Offertomakeitright:Step5:Movetheconversationoffline.Step6:Keepyourresponsesimple,shortandsweet.B.UnderstandDetails:1.WhichofthefollowingisNOTthebenefitsofrespondingtoaglowingfive-starreview?A.one-to-onerelationshipwiththecustomerB.yourproducts’salesC.engagingwiththehappycustomerD.yourbrandidentityKeyB2.What’sthepercentageofconsumerswhonowreadonlinereviews?A.70%B.95%C.90%D.80%Key:C3.Byreplyingtoapositivereviewproperly,whatyoumaynotget?A.morevisibilityofyourbusinessB.exploringthelocalcommunityC.improvingtheSEOrankingD.generatingmorebuzzKey:B4.Whatdoesn’thelpthepositivereviewsappearinsearchresults?A.addinglocationinresponseB.usingbusinessnameinresponseC.usingcategoryinresponseD.addingproducts’introductioninresponseKey:D5.Withanextraniceresponse,what’snotyourmainpurpose?A.makingthecustomersharethisshoppingexperienceB.invitingthecustomertotryanotherserviceC.makingthecustomerspreadthewordvoluntarilyD.invitingthecustomertocomeagainKey:AC.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.1.事实上，对于评论数很少的产品，一个负面评价影响力特别大，因此其伤害力尤其大。(lowreviewcounts)Infact,forproductswithlowreviewcounts,asinglenegativereviewcanbeespeciallydamagingsinceitwillhaveagreatimpact.2.当今高度数码化、高透明的社会，对差评置之不理不再可取。(nolongeranoption)Intoday’shighlydigital,supertransparentsociety,simplyignoringabadreviewisnolongeranoption.

3.快速回复显示你与客户的反馈同调，并且你积极投身于自己的业务。(intunewith)Respondquickly,showthatyou’reintunewithcustomerfeedbackandthatyou’reanactiveparticipantinyourbusiness.4.一旦你在线上公开回应，努力与客户本人取得联系，并且证明不只是在作秀。(respondedpubliclyonline)Onceyou’verespondedpubliclyonline,makeanefforttocontactthecustomerpersonallytoproveit’snotallforshow.5.回应负面评价时，迎难而上至关重要。(takethehighroad)It’simportanttotakethehighroadwhenrespondingtonegativereviews.6.我们努力保持我们的最高服务标准，但很显然我们在您的这单上达到目标。(fallshort)Wetrytomaintainthehigheststandardsofservice,butit’sclearwefellshortinyourcase.D.BuildYourSentencePutthefollowingsentencesintoEnglish.E.DeclineRefundRequestMakearesponsetoanegativereviewbasedontheinformationbelow.Customer:TillieJ;ProductName:TheLuckyBlanket;Company:B.WITCHINGBATHCO.;Representative:KatelynHuston;Title:CustomerSupportOfficer;Email:customerservice@Telephone:(833)330-2284Sample:HiTillieJ:Mysincerestapologiesfortheexperienceyouhad.Iassureyouthisisn’tatypicalsituation.Mostofourcustomershadpleasantexperiencewiththeblanket,soI’dliketospeakwithyoufurthertohelpremedythesituation.MynameisKatelynHuston,andI’mtheCustomerSupportOfficer-pleasegivemeacallat(833)330-2284.BestRegards,KatelynHustonCustomerSupportOfficerB.WITCHINGBATHCO.Email:customerservice@Telephone:(833)330-2284Task19ManagingPositiveReviews任务十九：好评管理AFTERYOUREADA.UnderstandMainIdeas:1.Whyshouldyoualwaysrespondtoapositivereview?Answer:It’sthepolitethingtodo.Everyoneislooking.Activelycreating.Itaffectssearchrankings.2.Pleasewritedownfivestepstorespondeffectivelytoapositivereview.Step1:Thankthecustomerforthepositivereviewandbespecific.Step2:Usethebusinessnameandkeywordsinyourreviewresponsetothegoodreview.Step3:Addalittlemarketingtoyourreviewresponse.Step4:Invitecustomertodosomethinginyourresponse.Step5.SharethereviewB.UnderstandDetails:1.Ifagoodcustomerleavesaglowingfive-starreview,itcangetsomethingbetterthanthat,right?A.yesB.noC.notsureD.noideaKey:A2.What’sthepercentageofcustomerswhonowreadonlinereviews?A.50%B.70%C.90%D.100%Key:C3.HowtoimprovetheSEOrankingofthereview?A.replyquicklyB.replyinstantlyC.replyproperlyD.replyaccuratelyKey:C4.What’sthetechniqueinthefollowingreply“Didyouknowwejuststartedapromotion?”A.ThankthecustomerB.SharethereviewC.InvitecustomertodosomethinginyourresponseD.AddalittlemarketingtoyourreviewresponseKey:DC.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.对好评的回应是与满意的顾客进行交互的简便方式，这有助于你的品牌形象以及你与客户之间一对一的关系。(one-to-onerelationship)Respondingtoapositivereviewisaneasywaytoengagewithhappycustomersthatbenefitsbothyourbrandidentity,andyourone-to-onerelationshipwiththatcustomer.2.切记，线上评价是评价网站是公开的，因此围绕你的品牌所展开的积极性对话会给你的业务创造奇迹。(dowondersfor)Remember,onlinereviewsandreviewsitesarepublic,sothepositiveconversationsthathappenaboutyourbrandherecandowondersforyourbusiness!3.借助恰如其分地回应，你可以提高搜索引擎最优化的评价排名，并是的自己经营的业务出现在搜索结果中。(SEOrankingofthereview)Byreplyingproperly,youcanimprovetheSEOrankingofthereview,andhelpthereviewshowupinsearchresultsforabusiness.4.感谢置评，并提及这个设计。您说的没错，该设计恰是我们的骄傲！(leaveareview)Thanksforleavingareview,andmentioningthedesign.You’reright,itisabsolutelywhatweareproudof!5.您的公开回应会被其他人看到，包括你未来的客户在内，因此可以加入一些营销内容吧！（throwinsomemarketing）Yourreplyispublicandwillbereadbyothers,includingfuturecustomers,sothrowinsomemarketing!E.DeclineRefundRequestMakearesponsetoapositivereviewwithofferingdiscountbasedontheinformationbelow.Customer:TillieJ;ProductName:TheLuckyBlanket;Company:B.WITCHINGBATHCO.;DiscountforthenextPurchase:5%off;Representative:KatelynHuston;Title:CustomerSupportOfficer;Email:customerservice@Telephone:(833)330-2284Sample:TillieJ,WetakeprideingivingoutstandingproducttoeverycustomerhereatB.WITCHINGBATHCO..Wearehappytohearthatyourvisitwasnoexception,thanksforleavingthewonderfulreview!Didyouknowweoffer5%offdiscountforthenextpurchase?Lookforwardtoseeingyounexttime!WarmRegards,KatelynHustonCustomerSupportOfficerB.WITCHINGBATHCO.Email:customerservice@Telephone:(833)330-2284Chapter4:FAQPage第四章：常见问题及回答页Task20:HowtoBuildFAQPages任务二十：如何设计常见问题及回答页AFTERYOUREADA.UnderstandMainIdeas:1.WhatisaFAQpage?Answer:FAQisapartofyourpagestorewhereyouaddresscommonconcerns,questionsandobjectionsthatcustomershave.2.CouldyoupleaselistqualitiesofagreatEcommerceFAQpage?Answer:Writequestionsfromthecustomer'sperspective;Writeinapositivetone;Keepitshortandsimple;Concludewithcontactinformation;IncludeaCall-to-action.B.UnderstandDetails:1.WhatdoesaFAQpagegenerallyaddress?A.commonconcernsB.majorquestionsC.objectionsD.alltheaboveKey:D2.What'suseofbuildinganinformativeFAQpage?Choosethewrongoneoutofthefollowing.A.convertonlinebuyersB.actasthefirstpointofcontactforcustomerslookingforanswersC.benefitcustomersatdifferentpartsofthepurchasingjourneyD.reducetheoverallanxietyofpurchasingonlineKey:A3.HowdoyouwritequestionstoensureyourFAQeffective?A.usethecommontemplatesB.fromthecustomer'spointofviewC.fromthebusiness'pointofviewD.createuniquetemplatesKey:B4.WhenbuildingaFAQpage,whichrule(s)ofthumbcanyoufollow?A.writeinapositivetoneB.keepitshortandsimpleC.includeaCTAandcontactinformationD.alltheaboveKey:D5.WhyisitnecessarytoaddbusinesscontactinformationattheendoftheFAQpage?Pickthewrongone.A.itgivescustomerstheabilitytobettergetintouchwithyouB.itanswerscustomersuniquequestionsC.itgivesvisitorsasinglewaytoreachyouD.itpaintsyourbusinessascommunicativeandwelcomingKey:CC.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.常见问题及回答部分处理的是细节问题。(dealwith)TheFAQsectiondealswiththedetails.2.在客户直接向你提问需求答案之前，你的常见问题及回答页同样可以扮演第一联系点的角色。(actasthefirstpointofcontact)YourFAQpagecanalsoactasthefirstpointofcontactforcustomerslookingforanswersbeforetheyreachouttoyoudirectlywiththeirquestions.3.以买家视角书写问题，并以买家视角回答问题。(customer’s/business’pointofview)Writequestionsthatcomefromthecustomer’spointofviewandanswerthemfromyourbusiness’pointofview.4.你希望你的电商常见问题及回答页展现权威，但是务必谨慎以避免回答过去繁琐。(wordy)YouwantyourEcommerceFAQpagetoshowcaseauthority,butbecarefulnottogettoowordywithyouranswers.5.万一你的常见问题及回答页无法回答客户提问，就在该页底部加上你的业务联系信息。(businesscontactinformation)IncaseyourFAQdoesn’tansweracustomer’squestion,addyourbusinesscontactinformationattheendofthepage.Task21:PaymentPolicyFAQTemplate任务二十一：付款政策的FAQ页模版设计AFTERYOUREADA.UnderstandMainIdeas:Whatisoneofthefirstpoliciestoconsider?Answer:Oneofthefirstpoliciestoconsideriswhatpaymentmethodyou'llaccept.B.UnderstandDetails:1.Whatshouldyouexplainclearlytoyourcustomer?A.paymentmethodsB.creditcardsC.giftvouchersD.alltheaboveKey:D2.Whatlanguageisnotneededhere?A.simplelanguageB.plainlanguageC.clearandconciselanguageD.fancysentencesKey:DWhichofthefollowingisacommonissueinpaymentpolicy?PaymentmethodsConversationrateofthecurrencyFailedpaymentAlltheaboveKey:DC.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.你首先要考虑的政策之一便是你能接受的付款方式。(paymentmethod)Oneofthefirstpoliciestoconsideriswhatpaymentmethodyou'llaccept.2.我们现在只接受客户用以下当地货币：人民币、美元、加拿大元、欧元。(localcurrency)Wecurrentlyonlysupportthefollowingcurrenciesforchargingourcustomersintheirlocalcurrencies:CHN,USD,CADandEUR.3.您可以使用借记卡或有效期内的银联、万事达、维萨信用卡进行支付。()Youcanpayforyourbillsbyusing

debitoravalidcreditcardfromUnionPay,Mastercard,orVisa.4.此外，我们还接受支付宝、贝宝、亚马逊支付、苹果支付和谷歌支付。(additionally)

WeadditionallyoffersupportforAlipay,PayPal,AmazonPay,ApplePay,andGooglePay5.退款可能需要15天，但是通常时间会更短一些（约在3至5个工作日以内），具体取决于您的发卡机构。(carissuer)Itcantakeupto15daysforrefundtobeissued,butitisquiteoftensooner(within3-5workingdays)dependentonyourcardissuer.E.Buildy