Chapter 2- Comments on Product Service ppt课件跨境电商实用英语.pptx
Chapter 2-Comments on Product Service 教学课件跨境电商实用英语Chapter 2跨境电商实用英语Chapter 2Comments on Product/Service03Mini-Project02Passage Reading01Warming-up目录CONTENSTAfter studying this chapter,you are expected to:Acquire basic knowledge about comments rating on Cross-border E-commerce platformsUse communicative skills of reminding and convincing customersto give comments on productsUse appropriate expressions to reply to customers positive comments and negative commentsDevelop a persistent work attitudeDevelop a sincere attitude towards customersLearning GoalsChapter 2PART ONE/Warming-up0101TaskWork in groups.Look at what the following people say or do and express your own opinions with your group members.Try to relate to your personal experience.My friend has decided to buy a silk scarf from this online shop because 98%of the buyers have given their favorable comments to this item.She said the buyers comments are reliable and objective.Customers review on Cross-border E-commerce is a good vehicle for word-of-mouth marketing.Customers positive comments can improve the products exposure rate.ABChapter 2PART TWO/Passage Reading0 02 2Comments on ProductsComments on products refer to the service evaluation from buyers to sellers about the description accuracy of products,communication quality,response speed,and delivery time of products at the end of the transaction.For Cross-borderE-commerce sellers,comments on products are very effective sales tools.More than 90%of buyers said they would read the comments before placing the order;more than 80%of the buyers said their buying behaviors were affected by positive ratio and comments on products.If the buyer has real personal feeling and is impressed by the service after confirming receipt,he will be very happy to make a satisfactory evaluation on his own shopping experience.If the seller receives positive comments,he should express thanks,such as issuing coupons,promotion code,and special discounts to stimulate buyers to purchase again.If the seller receives negative feedback,he should let the buyer express dissatisfaction and make up for it timely.The seller can also guide the buyer to revise the negative comments.On AliExpress,if the seller has different opinions with the buyers negative comments,he can contact the buyer within 30 days after the comment is effective,the buyer can modify the comment.If the buyer does not leave a comment,the seller can send a message or email to urge the buyer according to different situations.1.Directly ask the buyer to leave a commentDirectly asking the buyer to comment is the easiest way for the seller to get evaluation.But before asking,the seller should contact the buyer first and ask if he is satisfied with the shopping experience.If the buyer is not satisfied,the seller must make up in time and guide the buyer to leave a positive comment.If the buyer is satisfied with the product or service,the seller can ask the buyer to write detailed positive comments.2.Provide rewardsIt will be easier for buyers to leave positive comments if sellers provide some rewards.For example,if buyers leave positive comments and upload pictures,the seller can reward them 2 or 5%off for the next purchase.Even a very small reward can attract buyers to write comments,and improve customer loyalty.Now,most of the Cross-border E-commerce websites use these methods to stimulate buyers to write positive comments,and improve brand awareness.3.Show buyers commentsSellers can put buyers positive comments and pictures on the home page.For example,Rosenfeld Injury Lawyers put the buyer who gives a full score on the home page,which can stimulate other users to send feedback.Or the seller can share the comments on social media.In order to make the comments more convincing,the seller can also allow buyers to provide short video comments,usually within 30 seconds.When collecting comments,sellers should clearly express what kind of comments they want to receive in order to avoid collecting similar non-specific comments.Comments about buyers personal experience are more effective than the comments that express love,because the former provides detailed information and can help drive the potential customers to place orders.All in all,asking buyers to give feedback and comments is a very important part for Cross-border E-commerce.If sellers want to receive positive comments,they must first provide the best quality products,the most effective communication,and the excellent after-sales services.They should also actively help buyers solve problems,and let buyers appreciate their earnest service.New Words evaluation/vljen/n.1act of ascertaining or fixing the value or worth of 评价；评估e.g.I)Students rewrite their papers and submit them for final evaluation.学生们重写了他们的论文，并提交上去进行最后的评审。II)The product needs an expert evaluation.这种产品需要专家评估。2negative/negtv/adj.considering only the bad side of sth/sb;lacking enthusiasm or hope 消极的；负面的；缺乏热情的e.g.I)Being unemployed produces negative attitudes to work.失业会使人对工作产生消极态度。II)Scientists have a fairly negative attitude to the theory.科学家们对这个理论的态度是相当消极的。3revise/rvaz/v.to change sth,such as a book or an estimate,in order to correct or improve it 修改；修订e.g.I)Three editors handled the work of revising the articles for publication.三位编辑负责稿件的修订出版工作。II)They realized that some of their prices were higher than their competitors and revised prices accordingly.他们意识到有些产品价格高于竞争对手，就相应调整了价格。4modify/mdfa/v.to change sth slightly,especially in order to make it more suitable for a particular purpose 调整；稍做修改；使更合适e.g.I)Neither party shall modify the contract without authorization.任何一方未经授权不得修改合同。II)The office software has been modified over the years.这款办公软件经过了多年的改进。5reward/rw:d/n.a thing that you are given because you have done sth good,worked hard,etc.奖励；回报；报酬e.g.I)The company is starting to reap the rewards of long-term investments.这家公司开始收获长期投资的回报。II)He deserves a reward for his efforts.他积极努力，值得奖赏。6loyalty/llti/n.the quality of being faithful in your support of sb/sth 忠诚；忠实；忠心耿耿e.g.I)Improving customers loyalty and satisfaction is our goal.提升客户忠诚度和满意度是我们的目标。II)Diligence and loyalty sometimes compensate for the lack of ability.勤勉和忠诚有时可弥补能力的不足。7convincing/knvns/adj.that makes sb believe that sth is true 令人信服的；有说服力的e.g.I)His sales pitch was smooth and convincing.他的推销辞既流畅又有说服力。II)This is the most convincing evidence that I can find to prove my point.这是我所能找到的证明我的观点的最有说服力的证据。Phrases&Expressions1e.g.I)Supply and demand curves can be affected by a number of factors.供需曲线受多种因素的影响。II)In the first case you will not be affected by this issue.在前一种情况下，您不会被这一问题所影响。be affected by受 影 响2e.g.I)The positive ratio can directly reflect the buyers satisfaction with the product.好评率可以直接反映买家对产品的满意度。II)Sellers try every means to improve the positive radio.卖家们想方设法提高好评率。positive ratio好 评 率3e.g.I)I think people would be impressed by your language abilities.我认为人们会对你的语言能力印象深刻。II)You will be very impressed by our high-quality products.我们高质量的产品会给您留下非常深刻的印象。be impressed by被所感动；对印象深刻4e.g.I)Nothing can make up for her loss.没有什么可以弥补她的损失。II)You have to make up for the money she lost.你必须弥补她损失的金钱。make up for弥补5e.g.I)Customer satisfaction and brand awareness are improved gradually.客户满意度和品牌意识逐渐提高。II)Online marketing can help people build brand awareness.网络销售可以帮助人们建立品牌知名度。brand awareness品牌意识；品牌知名度Task 1Work in pairs.Read the above passage and answer the following questions.1 1 Why do most sellers regard buyers comments as an effective tool?2 2 What should seller do if he/she receives negative feedbacks?3 3 How could seller urge buyer to leave a comment if buyer does not leave any comments?Task 2Complete the following sentences with the words or phrases in the box.Change the form if necessary.1 In view of the present situation,well have to_our original plan.2 Patients are taught how to_their diet.3 Building brand_is crucial to the success of his company.4 Everything he says is reasonable and_.negativemodifyimpressstimulaterewardloyaltyconvincingreviseComplete the following sentences with the words or phrases in the box.Change the form if necessary.5 In addition to the 88 positive comments,16 consumers had_views.6 He was given the paid vocation as a_for running the store successfully.7 The completion of this project_the economy of this region.8 People who have visited our store will be_by the quality products with reasonable prices.negativemodifyimpressstimulaterewardloyaltyconvincingreviseTask 3Translate the following sentences into English,using the expressions in brackets.1 原计划须加以修改。(revise)2 我们需要对这套新体系做出正确的评价。(evaluation)3 消费者在决定要买什么物品的时候往往更重视负面消息，而不是正面消息。(negative)Translate the following sentences into English,using the expressions in brackets.4 你提高了销售额，理应受到奖励。(reward)5 该公司旨在在年轻消费者中培养品牌忠诚度。(loyalty)6 材料供给不足会影响生产。(be affected by)Chapter 2PART THREE/Mini-Project0 03 3在跨境电商平台上，买家评价是一个店铺赖以生存的重要指标。一个店铺运营得好坏，关键在于买家对产品或服务等好评数据的累积。在可预见的未来，无论是亚马逊、全球速卖通还是 eBay,规则向用户倾斜的趋势将越来越明显。相较于国内电商，跨境电商的用户评价更加真实，能更准确地反映卖家状况。卖家应充分重视买家的评价：对于买家的好评，卖家应表示感谢或者引入一些店铺广告；对于买家的差评，卖家的回复要全面细致、措辞得当，尽可能让买家说出不满意的地方并及时弥补，进而引导买家修改评价。Sample 1 邀请客户留评在货物妥投后 23 天内，卖家可以主动询问买家对产品是否满意，如果满意请其留下好评。如果有什么问题或者不满意之处，卖家应让买家在留下评价前先与其联系，并承诺会尽最大努力解决买家的疑问。Dear,As part of Customer Satisfaction team,I want to reach out to learn whether you have received the product.I just wanted to make sure that youre happy with our product.If you have any issues,please reply to this message so I can make it right.Were a small business and we cant exist without customers comments and reviews.Your comment is so important to us！If you think weve done a good job,I would really appreciate it if you would leave us your positive comment.If youre not satisfied,let us make it right before leaving negative comment.Email us and we will do whatever it takes to make you happy.I want to personally thank you for being one of our customers.We love our customers and will always be here if you need us.Take Care!Yours sincerely,Sample 2 回复好评客户店铺的好评率越高，越有助于提高客户对店铺的信任度。如果同款产品的质量、价格都一样，客户肯定会选择在好评率高的店铺购买。卖家收到买家的好评后，一定要及时答复，感谢买家的好评，并提供特别折扣、发放优惠券等促使买家再次消费。一封高质量的好评回复在称呼上需要使用客户的名字，让客户觉得有亲切感；落款名称可以是客服的名字，以便让客户觉得自己并不是和一个冷冰冰的互联网在交易，这样也方便后续的邮件营销和 SNS 营销等。Dear,I just noticed that you left positive feedback and I want to personally thank you.It means a lot to my small business.We will give you a good discount for your next purchase and hope to build up a long-term relationship with you.Thanks again for positive feedback and have a good day！Yours sincerely,Sample 3 回复中差评客户卖家收到买家的中差评时，一定要通过站内信、邮件等方式积极和买家沟通，向他们表达诚挚的歉意，问清楚是质量问题还是物流太慢或是包装破损导致买家给予差评，并主动提出解决问题的方案。例如：买家表示产品质量不好，卖家可以答应给其退换货或退款，同时给予一定的补偿。卖家应用行动和诚意逐步引导买家移除中差评，修改为好评。Dear friend,We feel very sorry that you are unsatisfied with our product or service.Please accept our sincere apology.We will be more careful next time,and try our best to be more professional.As a new store,customers comments play a very important role to our shop,so we hope that it will be a chance to help us to revise your negative comment into a positive comment.If you could kindly revise the comment,we would resend the right item with the least possible delay and give you an additional discount.Many thanks for your support and your kind understanding.I am looking forward to your reply.Best regards,Highlighted Sentences1 Your comment is so important to us.您的评价对我们很重要。2 We would really appreciate it if you would leave us your positive comment.如果您给我们好评，我们将不胜感激。3 If youre not satisfied with the product,please give us an opportunity to make it right before giving negative comment.如果您对产品不满意，请在给出差评前给我们一个机会改正。4 We feel very sorry that you are unsatisfied with our product or service.对于您对我们的产品或服务不满意，我们深表抱歉。5 We hope you will revise your negative comment into a positive comment.我们希望您能将差评改为好评。Highlighted Sentences6 If you are not completely satisfied with your purchase,return it to us within 14 days and we will refund your money without question.如果您对购买的产品不满意，请在 14 天内将产品退还给我们，我们将毫不迟疑地给您退款。7 Our products are not only of the highest quality but also very reasonably priced.我们的产品不仅质量上乘而且价格合理。8 Please kindly click the following link and leave your comments on our product and service.请您点击以下链接评价我们的产品和服务。9 Your favorable comments are the driving force of our continuous efforts.您的好评是我们不断努力的动力。10 We would resend the right item with the least possible delay and give you an additional discount if you could kindly revise the comment.如果您能修改评价，我们会立刻给您重新发货并给您额外的折扣。You sell lovely baby dolls on Wish.Youve got reviews from three buyers recently.Now you are writing replies to the three buyers respectively according to their comments below.Chapter 2THANKS
