跨境电子商务英语 Unit 11 课件

跨境电子商务英语Unit11

TransactionEvaluationofCross-BorderE-CommerceUnitObjectives:Learnhowtogivefeedbacktofive-starreviews.Learnhowtodealwithbadcustomerreviews.Learnhowtoleavefeedbackforbuyers.Unit11TransactionEvaluationofCross-BorderE-CommerceFive-StarPraiseandFeedback1NegativeReviewandFeedback23CONTENTS目录

Seller’sEvaluationoftheBuyer1Five-StarPraiseandFeedbackWarming-upCirclethephrasesthatarenewtoyouandlookthemupinthedictionary.ReadthemaloudandwritedowntheirChinesemeanings.正面评论负面评论五星好评高度评价Part1Five-StarPraiseandFeedback（1）positivereview（2）negativereview（3）fivestarreview（4）high-ratedreviewWarming-upCirclethephrasesthatarenewtoyouandlookthemupinthedictionary.ReadthemaloudandwritedowntheirChinesemeanings.客户评价发表评论自动反馈恶意评论（5）customerreview（6）postreviews（7）automatedfeedback（8）maliciousreviewPart1Five-StarPraiseandFeedbackWarming-up2.GroupDiscussion.Workingroupsanddiscusswithyoupartner(s)whichfactorplaysmostimportantroleincustomerreviewsandfeedback.Part1Five-StarPraiseandFeedbackListeningListentothefollowingsentencesandfillintheblanks.Part1Five-StarPraiseandFeedbackListeningListentothefollowingsentencesandfillintheblanks.(1)Whenafive-starreviewdoescomein,itisoneofthegreatestfeelingsintheworld—alittlerecognitionthatyourhardworkis

.(2)Youshouldnotjustletthat

sitonyourpage;youshouldtakethetimetoreplyandmaintaintheconversationwithyourhappycustomer.(3)Letthecustomerknowthatyou’llbesharingtheir

withtherestofyourstaff—especiallythosewhoarenamedinthereviewitself.(4)

playasignificantrolewhenitcomestocustomerconversions;peoplerelyonthemtodiscernwhetheryou’retrustworthy.(5)Whenyouaskacustomerifthey’veenjoyedthemselvesandtheysayyes,simplyfollowupbyaskingiftheywouldn’tmind

yourbusinessonline.payingofffive-starratingfeedbackOnlinereviewsreviewingPart1Five-StarPraiseandFeedbackSpeakingAChineseselleriscontactingabuyerafterthepackagehasbeendelivered.Completethefollowingdialoguewiththesentencesorexpressionsinthebox.Tips:Nomatterasabuyerorseller,weshouldalwaysbeobjectiveandfair.Part1Five-StarPraiseandFeedbackSeller：DearMadam,(1)

.We(2)

onDecember8th.(3)

?Buyer:Yes,IgotitlastFriday.Thankyou.Seller:Ourpleasure.(4)

thehandbag.Buyer:Iamquitehappywiththeproduct.Everythingisgoodsofar.Seller：Goodtoknowthat.Now(5)

?Buyer:Don’tworry.I’llmakeagood(6)

.DCAFBEA.DidyougetthepackageB.wouldyoukindlypostsomepositivefeedbackC.learnedfromthestatusthatthepackagewasdeliveredD.thanksforshoppingwithusE.customerreviewF.We’dliketoknowifyouaresatisfiedwithPart1Five-StarPraiseandFeedbackReadingTipstoGenerateFive-StarReviewsPart1Five-StarPraiseandFeedbackTips:Weshouldalwayshavethecraftsmanspiritofexcellence,haveseriousandresponsibleprofessionalattitudetowardstheenterprise.Reading:Words:generate/ˈdʒenəreɪt/vt.生成;产生review/rɪˈvjuː/n.评论quality/ˈkwɒləti/adj.优质的fulfill/fʊlˈfɪl/vt.履行;实现outright/ˈaʊtraɪt/adv.全部地;率直地positive/ˈpɒzətɪv/adj.肯定的;正面的technically/ˈteknɪkli/adv.技术上Ad(advertisement)/ədˈvɜːtɪsmənt/n.广告rebate/ˈriːbeɪt/v.退还（部分付款）ecosystem/ˈiːkəʊsɪstəm/n.生态系统premium/ˈpriːmiəm/adj.优质的guideline/ˈɡaɪdlaɪn/n.指导方针genuine/ˈdʒenjuɪn/adj.真实的template/ˈtempleɪt/n.模板instant/ˈɪnstənt/adj.立即的notification/ˌnəʊtɪfɪˈkeɪʃn/n.通知negative/ˈneɡətɪv/adj.否定的；负面的customized/ˈkʌstəmaɪzd/adj.定制的;用户化的campaign/kæmˈpeɪn/n.活动maximize/ˈmæksɪmaɪz/v.（使）增加到最大限度Part1Five-StarPraiseandFeedbackReading:Expressions:humannature人性termofservice服务条款get…offtheground从……开始;起步postreview发表评论financialinterest经济利益greyarea含糊不清之处;灰色地带complywith照做;遵守automatedfeedback自动反馈longterm长期（的）high-ratedreview高度评价atone’sdisposal由某人支配Part1Five-StarPraiseandFeedbackKeySentences:It’simportanttokeepinmindthatitisagainstAmazon’stermsofservicetooutrightaskforpositivereviews.重要的是要记住，直接要求正面评价是违反亚马逊的服务条款的。Youcanaskfriendsandfamilytopostreviews,whichisonlytechnicallyagainstthetermsofserviceiftheyhaveafinancialinterestinyourproducts.您可以让您的朋友和家人发表评论，但如果他们从您的产品获得经济利益，这在技术上是完全违反服务条款的。Part1Five-StarPraiseandFeedbackKeySentences:Ifyouwanttoreceivefive-starreviewsthatreallystickoverthelongterm,fullycomplywithAmazonguidelines,and,mostimportantly,resultingenuinehigh-ratedreviews,considerFeedbackWhiz.如果您想要在遵守亚马逊的指导方针的前提下长期获得五星评价，最重要的是，得到真正的高评价，可考虑使用“FeedbackWhiz”这一系统工具。Youcanalsocreatecustomizedemailcampaignstomaximizepositivefeedback.您还可以创建定制的电子邮件活动，从而使好评反馈最大化。Part1Five-StarPraiseandFeedbackExercises:1)Usethewordsintheboxtocompletethesentencesbelow.customizedpositiverebatequalitytemplate(1)The

productswereneatlylaidoutintheexhibitionhall.(2)Youhavetohavea

approachduringthistimeorthecompanywillseeyouaspartoftheprobleminsteadofpartofthesolution.(3)You’llreceivea30percent

onthefullcostofyourinvestment,includinginstallation.(4)Alltheworkyoudoatthisphasecreatesabetter

.(5)Fromhere,youcanselecttheproductsyouwanttoincludeonyour

portalpage.qualitypositiverebatetemplatecustomizedPart1Five-StarPraiseandFeedbackExercises:2)Fillintheblankstocompletethetranslationofthefollowingsentences.(1)你的这一条说明违反了本平台的服务协定，请及时修改。Yourdescriptionofthisarticleisagainstthe

onthisplatform,pleasemodifyitintime.(2)新企业的起步或旧企业的扩张都需要资本。Ittakescapitaltogetanewbusiness

orexpandanoldone.(3)如果您未能遵守本合同的条款和条件，则戴尔没有义务向您提供服务。Ifyoufailto

thetermsandconditionsofthisContract,thenDellisnotobligatedtoprovidetheservicetoyou.(4)从长远来看，这将使我们能够以更低的价格交付更好的特性，最终使我们的客户受益。Inthe

,thiswillallowustodeliverbetterfeatureswithalowerprice,conclusivelybenefitingourcustomer..(5)另一方面，处理例外是一个灰色区域。Handlingexceptions,ontheotherhand,isa

.offthegroundcomplywithlongtermgreyareatermsofservicePart1Five-StarPraiseandFeedbackExercises:3)Answerthefollowingquestions.(1)

Willcustomersleaveyougoodreviewsaslongasyouprovidequalityproduct?Somemay,butmostwon’t.It’sjusthumannature.They’vegotwhattheywant,whywouldtheyfeeltheneedtoputanyworkintoleavingareview.(2)Howmanywaysyoucangetreviews?Therearefourways.First,topayAmazonforthefirstfivereviews.Second,toaskfriendsandfamilytopostreviews.Third,tobuyFacebookAdstorequestreviewsandofferrebatesforbuyingyourproducts.Fourth,tomanageyourreviewsusingapremiumautomatedfeedbackmanagementtool.Part1Five-StarPraiseandFeedbackExercises:3)Answerthefollowingquestions.(3)Whatis“FeedbackWhiz”?Itisanautomatedfeedbackmanagementtool,whichprovidesemailtemplatestosendfollow-upmessagestocustomerordersanditalsoallowsyoutogetinstantnotificationwhennegativereviewsarepostedandmanagepositiveresponses.Youcanalsocreatecustomizedemailcampaignstomaximizepositivefeedback.Part1Five-StarPraiseandFeedback2NegativeReviewandFeedbackPart2NegativeReviewandFeedback1.MatcheachwordwithitsChinesemeaning.Warming-uphandle

A.充分的reputationB.删除solidC.名声promptlyD.不足removeE.迅速地updateF.问题issueG.处理inadequacyH.更新Warming-up2.GroupDiscussion.Workingroupsanddiscusswithyoupartner(s)howtodealwiththebadreviewsandfeedbackduringCBECtransaction.Part2NegativeReviewandFeedbackListeningListentothefollowingsentencesandfillintheblanks.Part2NegativeReviewandFeedbackListeningListentothefollowingsentencesandfillintheblanks.(1)Fromaconsumerstandpoint,

canadverselyimpactyourbusinessandcandrivedownyourlistingonconsumerreviewsites,makingithardertobefound.(2)Promptlyrespondingto

showsyourcustomersthatyoucareandvaluetheiropinions.(3)Evenifitisnotyourfault,makesureto

thesituationpolitely(4)Askthecustomertocontactyoudirectly,outsideofthe

,todiscussthesituationfurtherandremindthemtherearerealpeoplebehindthescreenthatcare.(5)Wordsaregood,butthebestwaytoapologizeistooffersometypeofrecompensefortheinconveniencesuchasa

.Part2NegativeReviewandFeedbacknegativereviewsbadreviewsapologizeforreviewplatformgiftcardordiscountSpeakingAChineseselleriscontactingabuyeronsomefeedback.Pleasetrytoroleplaythefollowingdialogue,especiallypayattentiontotheunderlinedparts.Part2NegativeReviewandFeedbackTips:Weshouldalwaysfocusonthemarketandhavecreativethinking.UnderlinedSentencesandExpressions：Ittookmorethan50daysafterIplacedtheorder.我下单后，隔了50多天才收到（它）。Insomecases,itisupto90days.在某些情况下，（这一时间）长达90天。Weimmediatelysentouttheparcelthedayafterreceivingyourpayment.我们在收到您付款后的第二天立即寄出了包裹。Wealwaystryourbesttodoourpart.我们始终是在尽力而为。I’msosorrythatyouhadtowaitsuchalongtime.您得等待这么长时间，我感到很抱歉。outofseason过季refund退款Wouldyoureconsideryourfeedback?您能否重新考虑您（给出）的评价？Part2NegativeReviewandFeedbackReading4TipstoDealwithNegativeCustomerReviewsPart2NegativeReviewandFeedbackTips:Atanytime,weshouldnotneglectdisadvantagesofourselvesorproductsandtryeveryefforttomakethemup.Weshouldalwaysbelieveintheteamspirit.Reading:Words:handle/ˈhændl/v.处理；对付（某人或某事）acknowledge/əkˈnɒlɪdʒ/vt.承认resolve/rɪˈzɒlv/vi.解决irresponsible/ˌɪrɪˈspɒnsəbl/adj.不负责任的feasible/ˈfiːzəbl/adj.可行的key/kiː/n.关键inadequacy/ɪnˈædɪkwəsi/n.不足gap/ɡæp/n.缺陷instill/ɪnˈstɪl/vt.建立update/ˌʌpˈdeɪt/vt.&n.更新remove/rɪˈmuːv/vt.删除visible/ˈvɪzəbl/adj.看得见的reputation/ˌrepjuˈteɪʃn/n.名声hesitate/ˈhezɪteɪt/vi.踌躇，犹豫promptly/ˈprɒmptli/adv.迅速地；立即地issue/ˈɪʃuː;ˈɪsjuː/n.问题solid/ˈsɒlɪd/adj.充分的Part2NegativeReviewandFeedbackReading:Expressions:figureout想出；弄明白focuson集中于bewillingto乐意做某事star-basedrating星级评定overallrating整体评级discountcode折扣码giftcard礼品卡exclusiveoffer独家优惠Part2NegativeReviewandFeedbackKeySentences:Instead,focusonresolvingtheissueandensureitwon’thappenagainbyfixinginadequaciesandgapsinyoursystemsandprocesses.相反，应该专注于解决问题，并通过修正系统和流程中的不足和差距来确保它不会再次发生。Forexample,youcanofferdiscountcodes,giftcards,orexclusiveoffersfrompartnercompanies.例如，你可以提供折扣码、礼品卡或合作公司的独家优惠。Part2NegativeReviewandFeedbackExercises:1)Tellwhethereachofthefollowingstatementsistrue(T)orfalse(F).(1)

Whenpeopledon'ttrustyou,theyaremorelikelytoleavenegativereviewsandlesslikelytocontactyoudirectly.(2)

Aslongasyou’veapologizedandsolvedtheproblem,youneedtodonothingelse.(3)

It'simpolitetoaskyourcustomerstoremoveand/oreditnegativereviewstosharehowyourespondedpromptlyandfixedtheissue.(4)

1-starreviewswillreflectonyouroverallrating.(5)

Youcanencourageyourcustomerstoleavepositivereviewsbyofferingdiscountcodes,giftcards,orexclusiveoffersfrompartnercompanies.Part2NegativeReviewandFeedbackTFFTTExercises:2)Fillineachblankwiththecorrectformofthegivenword.(1)Wemustfindawayto

theseproblemsbeforeit'stoolate.(resolution)(2)Itisunfortunatethattheychoosetotakethis

action.(responsible)(3)Thecompanyhadto

6,500agentsfromitspayrollandturnthemintoindependentcontractors.(removal)(4)Whenthecompanyrecentlyannounceddismalearnings,itsshares

fell10%andhavenotrecovered.(prompt)(5)Intheeventofdifficulties,pleasedonot

tocontactourCustomerServiceDepartment.(hesitation)Part2NegativeReviewandFeedbackresolveirresponsibleremovepromptlyhesitateExercises:3)Translatethefollowingsentencesbyusingtheprovidedexpressions.Part2NegativeReviewandFeedback(1)我们正试图找出解决争端的办法。（figureout）

Wearetryingtofigureoutawaytoresolvethedispute.(2)卖家希望买家愿意为增加的功能支付更多的钱。（bewillingto）Sellershopethatbuyerswillbewillingtopaymorefortheaddedfeatures.(3)所有的游戏都是根据它们的整体评分以及游戏中的特定内容进行分类的。（overallrating）Allthegamesarecategorizedbytheiroverallratings.Exercises:3)Translatethefollowingsentencesbyusingtheprovidedexpressions.(4)任何完成申请流程的开发人员或公司都将获得一个折扣码，以降低参加的注册成本。（discountcode）Anydeveloperthatcompletestheapplicationprocesswillreceiveadiscountcode.(5)令人欣慰的是，我们的客户对这一独家优惠反应如此热烈。（exclusiveoffer）Itisgratifyingtoknowthatourcustomersrespondedsoenthusiasticallytothisexclusiveoffer.Part2NegativeReviewandFeedback3Seller’sEvaluationoftheBuyerWarming-upLearnthefollowingwordsandexpressionsandwritedowntheirChinesemeanings.（1）automation（2）publicity（3）complaint（4）unfair（5）handy（6）reciprocal（7）hostage（8）trigger自动操作公共宣传抱怨；投诉不公平的Part3Seller'sEvaluationoftheBuyer便利的相互的要挟触发ListeningListentothefollowingpassageandfillintheblanks.Part3Seller'sEvaluationoftheBuyerFeedbackSystemoneBayFeedbackisavoluntarywayforeBayuserstorateeachotherduringorafteratransaction,to(1)otherusersoftheexperience.Feedbackscoresarenotednexttoeverymember's(2)andaretheclearestindicationofthe(3)reputationoneBay.IntheearlyyearsofeBay,itwaspossibleforbothbuyersandsellerstoleavepositive,(4)neutralornegativefeedback.Nowadays,thefeedbacksystemhasbeenreduced,withsellersonlyabletoleave(5)

forbuyers.TheexplanationfromeBaydetailsthatthechangewasinitiatedtoencouragebuyerstoreflecton(6)

honestlywithoutfearofnegativefeedbackfromsellers.Part3Seller'sEvaluationoftheBuyerinformuserIDbuyerorseller'sneutralornegativepositivefeedbacktheirexperienceSpeakingOwenandJessicaaretwosellersoneBay,theyarediscussingchangestoeBay’sevaluationsystem.Pleasetrytoroleplaythefollowingdialogue,especiallypayattentiontotheunderlinedparts.Part3Seller'sEvaluationoftheBuyerUnderlinedSentencesandExpressions：theratingsystemofsellerratingwithremarkofnegative,neutralorpositive卖家评分的评分系统，带有好评、中评、差评（功能）refuseanorderofabuyerwhoremarkedtoomuchnegativecomments拒绝来自差评过多的买家的订单implementedasystemofsellerratingswithfourcategories实行了四个类别的卖家评分机制sellersareonlyabletoleavepositivefeedbackforbuyers卖家只能给买家留下好评encouragebuyerstoreflectontheirexperiencehonestlywithoutfearofnegativefeedbackfromsellers鼓励买家如实反馈自己的体验，而不必担心卖家给其差评havehigherexpectations有更高的期待Part3Seller'sEvaluationoftheBuyerReadingWhentoLeaveFeedbackforBuyersoneBayPart3Seller'sEvaluationoftheBuyerReading:Words:reciprocal/rɪˈsɪprəkl/adj.互惠的；相互的incentive/ɪnˈsentɪv/n.动机；刺激hostage/ˈhɒstɪdʒ/n.要挟handy/ˈhændi/adj.便利的；手边的automatically/ˌɔːtəˈmætɪkli/adv.自动地automation/ˌɔːtəˈmeɪʃn/n.自动操作publicity/pʌbˈlɪsəti/n.公共宣传complaint/kəmˈpleɪnt/n.抱怨bother/ˈbɒðə(r)/v.操心，麻烦oxymoronic/ˌɒksɪˈmɔːrɒniːk/adj.矛盾的moronic/məˈrɑːnɪk/adj.低能的Part3Seller'sEvaluationoftheBuyerReading:Expressions:accessto有权使用sidebonus额外的好处Part3Seller'sEvaluationoftheBuyerKeySentences:Inotherwords,youdon’thavemuchofanincentivetoholdthebuyer’sfeedbackhostagesincesellerscannotleavenegativefeedbackforbuyersifthere’saproblem.换句话说，你没有太多的动机去控制买家的反馈，因为如果出现问题，卖家不能给买家留下差评。IfyouhaveaneBaystoreanduseSellingManagerPro,thenyouhaveaccesstoahandysystemthatwillautomaticallyleavepositivefeedbackforyourbuyeraftertheypay.如果你有一个eBay店铺，使用销售专家专业版可以获得一个很便捷的系统，这个系统可以在买家完成支付以后自动留下好评。Part3Seller'sEvaluationoftheBuyerExercises:Choosethebestanswerforeachofthefollowingquestions.(1)WhichoneisNOTtheoptionoftherighttimetoleavefeedbackforeBaybuyers?

A.afterthebuyerleavespositivefeedbackB.afterthebuyerpaysC.beforethebuyerpays(2)Whichoneisth