跨境电子商务英语 Unit 10 课件

跨境电子商务英语Unit10

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

Returning&Refunding1CustomerServiceProceduresWarming-up1.Learnthefollowingexpressions,andwritedowntheirChinesemeanings.Puttheminorderaccordingtothenormalcustomerserviceprocedures.Part1CustomerServiceProceduresmanagingshipmentsinvitingfeedback(3)askingaboutproducts(4)visitinganonlineshop(5)pricenegotiation(6)settlingcomplaints(7)placinganorder(8)makingpayments安排发货邀请评价咨询商品访问网店议价处理投诉下单付款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?你方的退货政策是什么？IwouldliketoreturntheearphoneIgotdaysago.我想退还几天前买的耳机。Isthereanythingwrongwith…?……有什么问题吗？Wedonotacceptmerchandiseforreturnunlessitemsaredefective.除非物品有缺陷，否则我们不接受退货。Part1CustomerServiceProceduressubjecttoavailability视（商品是否有货）情况而定atbuyers’discretion由买方自行决定applyforreturn申请退货payforthefreight支付运费Therewillbenochargeatall.完全不会收费。ReadingCustomerServiceProceduresPart1CustomerServiceProceduresTips:Weshouldalwaysabidebyprofessionalethicsandpromotethespiritofcraftsmanship.Reading:Words:involve/ɪnˈvɒlv/v.包含orient/ˈɔːrient/v.确定方位procedure/prəˈsiːdʒə(r)/n.程序charge/tʃɑːdʒ/n.费用conversion/kənˈvɜːʃn/n.转换anticipated/æn'tɪsəˌpeɪtɪd/adj.预期的improvement/ɪmˈpruːvmənt/n.改进inconformity/ˌɪnkən'fɔːmətɪ/n.不一致moderate/ˈmɒdərət/adj.中等的initiative/ɪˈnɪʃətɪv/n.主动权integrity/ɪnˈteɡrəti/n.诚信maneuver/mə'nʊvə/n.计策gratitude/ˈɡrætɪtjuːd/n.感恩taboo/təˈbuː/n.禁忌Part1CustomerServiceProceduresReading:Expressions:Pre-salecustomerservice售前客服haveagreatdealtodowith与……有很大关系transactionconversionrate交易转化率After-salecustomerservice售后客服customerexperience客户体验repeatpurchaserate重复购买率returnedpurchaserate回购率Taketheinitiativeto(dosth.)主动做（某事）putoneselfinone’sshoes处于某人的境地Part1CustomerServiceProceduresKeySentences:Pre-salecustomerservicegivesinformationaboutpurchaseprocedures,productintroductions,paymentmethods,logisticsmodesandshippingcharges,etc.,allofwhichhaveagreatdealtodowith

thetransactionconversionrate.售前客服提供购买流程、产品介绍、支付方式、物流方式、运费等信息，这些都与交易转化率有很大关系。Ithasmuchtodowiththeimprovementofproductcategoryandquality,thecustomerexperience,therepeatpurchaserate,thereturnedpurchaserate,thedisputerate,etc.它（售后服务）与产品品类和质量的提升、客户体验、复购率、退货率、纠纷率等都有密切的关联。Part1CustomerServiceProceduresPart1CustomerServiceProceduresKeySentences:Incommunicationwithcustomers,weshouldholdhonestyandintegrityinmind,alwaysleaveroomformaneuver,listentocustomers,putourselvesincustomers’shoestounderstandcustomers’wishes,andoftenexpressgratitudetocustomers.在与客户的沟通中，我们要秉承诚实与诚信的信念，时刻留有回旋余地，倾听客户的心声，设身处地为客户着想，了解客户的想法，对客户常怀感恩。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）一个商人能否做好生意与其诚信有很大关系。（integrity;haveagreatdealtodowith）

Whetherabusinessmancandobusinesswellhasagreatdealtodowithhisintegrity.（2）在做跨境电商生意时，客户体验是十分重要的。（customerexperience）Whendoingcross-bordere-commercebusiness,customerexperienceisveryimportant.（3）这家店铺在亚马逊平台的交易转化率很高。（transactionconversionrate）ThisstorehasahightransactionconversionrateontheAmazonplatform.（4）主动联系买家可以提高回购率。（Taketheinitiativeto;returnedpurchaserate）Taketheinitiativetocontactbuyerscanincreasethereturnedpurchaserate.（5）定价时我们需要留有余地。（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残次品受保障提出争议结束争议部分退款全额退款解决问题弥补损失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/səˈspenʃn/n.暂停incredibly/ɪnˈkredəbli/adv.难以置信地standard/ˈstændəd/n.标准obstacle/ˈɒbstəkl/n.障碍overcome/ˌəʊvəˈkʌm/v.克服root/ruːt/v.根源在于breakdown/ˈbreɪkdaʊn/n.分解；分类privilege/ˈprɪvəlɪdʒ/n.权限；特权baffle/ˈbæfl/v.使困惑label/ˈleɪbl/v.把……归类于perfect/ˈpɜːfɪkt/adj.完美的copyright/ˈkɒpiraɪt/n.版权trademark/ˈtreɪdmɑːk/n.商标updated/ʌp'deɪtɪd/v.更新allegation/ˌæləˈɡeɪʃn/n.起诉intellectual/ˌɪntəˈlektʃuəl/adj.知识方面的；智慧的property/ˈprɒpəti/n.产权；所有权genuine/ˈdʒenjuɪn/adj.真实的violation/ˌvaɪəˈleɪʃn/n.违反；侵害assert/əˈsɜːt/v.维护；声称baseless/ˈbeɪsləs/adj.无根据的valid/ˈvælɪd/adj.正当的；有效的suspend/səˈspend/v.使暂停descriptive/dɪˈskrɪptɪv/adj.描述的clarify/ˈklærəfaɪ/v.澄清；阐明Part2ComplaintProblemsReading:Words:precisely/prɪˈsaɪsli/adv.精确地multiple/ˈmʌltɪpl/adj.多样的inauthentic/ɪnɔːˈθentɪk/adj.不靠谱的preventative/prɪ'ventətɪv/adj.预防性的updated/ʌp'deɪtɪd/v.更新reinstate/ˌriːɪnˈsteɪt/v.使恢复Expressions:inorderto为了berootedinsb.orsth.根源在于（某人或事）IntellectualPropertyRights知识产权takeaction(s)采取措施/行动Part2ComplaintProblemsKeySentences:Here’sabreakdownofwhateachofthesetypesofcomplaintsmeanforthefutureofyoursellingprivilegesonA.以下是这些类型的投诉的分类解读，告诉您在亚马逊平台上享受的销售特权未来意味着什么。Iftheproductisgenuineandyouaresimplyresellingit,thereisusuallynotrademarkviolation.如果商品是正品且您只是转售它，通常不存在商标侵权。Thismistakecouldleadtomultiplecomplaintsforinauthenticitemandfornotasdescribeditems.这样的错误可能会导致对非正品和与描述不符的商品的多次投诉。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跨境卖家努力做好产品描述，是为了获得更多的浏览量。（inorderto）Cross-bordersellersworkhardtomakegoodproductdescriptionsinordertogetmorepageviews.(2)中国跨境电子商务的蓬勃发展植根于好的政策。（berootedin）TheboomingdevelopmentofChina’scross-bordere-commerceisrootedingoodpolicies.(3)一旦得到中评或差评，卖家需要立刻采取行动。（takeaction）Sellersneedtotakeimmediateactiononcetheygetamoderateornegativerating.Exercises:3)Translatethefollowingsentencesbyusingtheprovidedexpressions.(4)最糟糕的并不是退货或退款，而是失去了客户的信任。（butrather）Theworstthingisnotthereturnorrefund,butratherthelossofcustomer’strust.(5)明年这家店铺的订单数可能会翻倍。（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/kənˈdʌkt/v.进行；经营solely/ˈsəʊlli/adv.仅仅further/ˈfɜːðə(r)/adv.进一步地engage/ɪnˈɡeɪdʒ/v.占用；使参加profitable/ˈprɒfɪtəbl/adj.赚钱的surprisingly/əˈpraɪzɪŋli/adv.出人意料地loyal/ˈlɔɪəl/adj.忠诚的recovery/rɪˈkʌvəri/n.恢复paradox/ˈpærədɒks/n.悖论hassle/ˈhæsl/n.困扰；麻烦deter/dɪˈtɜː(r)/v.阻止thermometer/θəˈmɒmɪtə(r)/n.晴雨表Part3Returning&RefundingReading:Expressions:inplace到位post-purchaseexperience售后体验Part3Returning&RefundingKeySentences:WhenconductingbusinessontheCEBCplatform,onceagoodreturnpolicyisinplace,itnotonlyprovidesservicesandassistancetoyourcustomers.在跨境电子商务平台上开展业务，一旦有了良好的回报政策，它不止为您的客户提供服务和帮助。Surprisingly,customersthathaveapoorexperiencethat’shandledwellendupmoreloyalthantheywereinthefirstplace.令人惊讶的是，那些体验不佳的客户在处理得当的情况下，最终比一开始更忠诚。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,