跨境电商客户服务英语 答案 司慧娟 任务1-13 导论-发货过程中常见问题的处理,错发、丢件、货物破损

跨境电商客服英语练习参考答案Introduction:E-commerceCustomerServiceChannelsandReplyTemplates导论：电子商务客户服务渠道与客服咨询模版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.电话、电邮、在线聊天依然是最普遍的客服渠道，现在客户越来越多的通过社交媒体寻求帮助。（socialmedia）Whilephone,e-mailandchatarestillthemostcommoncustomerservicechannels,thesedayscustomersareincreasinglyseekinghelpalsothroughsocialmedia.2.通过使用客服回复模版，你可以恰当并且有效地处理各种客服咨询。(replytemplate)Withcustomerservicereplytemplates,youcanhandleallkindsofcustomers’inquiryproperlyandefficiently.3.相对于服务速度，客户更重视服务质量（value）Customersvaluegoodserviceoverspeed.4.当你每周回复成千上百封电邮时，你很容易忘记人们喜欢被以人性化对待。(treatlikehuman)It’seasytoforgetthiswhenyouanswerhundredsorthousandsofemailsperweek,butpeopleappreciatebeingtreatedlikehuman5.常规电子签名通常包含了你的姓名、职位、公司、联络方式，因此只要你电邮中使用，客户就明白他们是与谁进行往来。（genericemailsignature）Ifyouuseagenericemailsignature,whichusuallyincorporatesyourname,title,companyandcontactinformation,thecustomerwouldknowwhoheorsheisemailingwith.Chapter1:Pre-transactionActivities第一章：售前服务Task1:WritingProductDescriptions:Tips,Examples,andTemplates任务一：产品描述要点、案例与模版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.网店里的产品描述是一种权衡行为。Creatingproductdescriptionsforyourecommercestoreisabalancingact.2.产品描述应当涵盖两个主要方面：即，产品特性和用途。Productdescriptionsshouldcovertwomainaspects:featuresandbenefits.3.在描述产品特性和用途是，尽可能做到精准。Beasspecificaspossiblewhendescribingfeaturesandbenefits.4.你的产品描述不仅需要描述产品，还要推销产品。Yourproductdescriptionsneedtodomorethanjustdescribeyourproducts—theyneedtosellthem.5．你不了解你的客户，便无法吸引他们。Youcan’tappealtoyouraudienceunlessyouunderstandthem.6.如果你想将人们转化为客户，那么你就需要提供他们想了解的所有细节信息。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任务二:欢迎辞、问候语类电邮（站内信）的书写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.提供特价产品有助于用户再次光顾。如果你向用户展示你可以提供有价值的东西，那么他们很可能会信赖你的品牌并且给予回报。(specialoffers)Makingspecialofferstoencourageareturnvisit.

Ifyoushowusersthatyou’llprovidevalue,they’llbemorelikelytotrustyourbrandandreciprocate.2.人性化的欢迎辞电邮能打造一对一的购物体验，并建立信任和忠诚度。(one-on-onepurchasingexperience)Personalizedwelcomeemailscreatethefeelingofaone-on-onepurchasingexperience,

increasingtrustandloyalty.3.用户不希望被第一封邮件就弄的晕头转向。(overwhelm)

Usersdon’twanttofeeltoooverwhelmedbyyourfirstemail.

4.虽然“感谢订阅”类电邮可以写地很简单，但是你因该借机介绍其他产品或者业务，这样你就能剔除那些只对所下载的产品感兴趣的用户。(weedout)Though“thanksforsubscribing”emailscanbekeptverysimple,youshouldstillusethisopportunitytointroduceyourotherproductsoryourbusinessasawayof

weedingoutthosewhomaybeonlyinterestedinyourdownload.5.你会惊讶地发现，欢迎辞电邮的打开率远高于营销类电邮的平均水平。(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任务三:产品信息咨询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.及时回应至关重要，这传递出一种声音，即，你们在意客户的需求，并珍惜他们的时间。Promptresponseisimportantandspeaksvolumethatyoucareabouttheneedofthecustomerandthatyouvaluethemandtheirtime.2.如果可行的话，尽量避免使用专业术语。Ifpossible,avoidtheuseoftechnicaltermsasmuchasyoucan.3.在公司不具有所询问的服务或者产品的情况下，如有必要，不要犹豫向用户推荐其他产品。Inthecasewherebythecompanydoesnothavetheservicesorthoseproductsbeingenquired,donothesitatetoreferthecustomerifneedbe.4.再次感谢您的垂询，期待您的关顾。Thanksforyourinquiryagain,andlookforwardtoyourpatronage.5.无论你向客户解释多少次你们产品和服务，他们总是还有一堆问题。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任务四:关于价格、折扣、促销、付款方式、运费和关税等咨询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.最重要的是你能够给客户提供他们所需要的信息。(provide…with…)Themostimportantthingisthatyouareabletoprovideyourcustomerwiththeinformationtheyneed.2.你不仅需要清楚产品手册上哪些信息有，还需要知道哪些信息没有。(brochure)Youneedtoknownotonlywhichinformationthebrochurehas,butalsowhichinformationitdoesn’thave.3.有效咨询回馈的秘诀是言之凿凿、要言不烦。(nothingmorethan)Thesecretthatcreatinganeffectiveinquiryresponseisnothingmorethanbeingrightandenough.4.诚如您所知，为了计算最终费用，我们还需要了解更多的信息，如运输方式和目的地。当然，您在结算页面就会知道运费和关税。(checkout)Asyouknow,wewillneedmoreinformation,suchaswayofshippinganddestination,totellyouthefinalcost.Anyway,youwillfindouttheshippingratesandcustomsdutyatthecheckout.5.您关于支付方式的咨询，我们很高兴地告诉您，您可以使用UnionPay,Mastercard,Visa,或AmericanExpress的借记卡或有效信用卡进行支付。此外，我们也支持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