课件跨境电子商务英语 Unit 10 .pptx

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1、跨境电子商务英语Unit 10 Customer Service of Cross-Border E-CommerceUnit Objectives: Learn about customer service procedures. Learn about the problems usually complained and how to deal with them. Learn about the returning and refunding policies. Unit 10 Customer Service of Cross-Border E-CommerceCustomer Se

2、rvice Procedures1Complaint Problems23C O N T E N T S目 录 Returning & Refunding1Customer Service ProceduresWarming-up Learn the following expressions, and write down their Chinese meanings. Put them in order according to the normal customer service procedures.Part 1 Customer Service Procedures(1) mana

3、ging shipments(2) inviting feedback (3) asking about products(4) visiting an online shop(5) price negotiation (6) settling complaints (7) placing an order (8) making payments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: 4-3-5-7-8-1-6-2ListeningListen to the following sentences and fill in the blanks.Part 1 Custo

4、mer Service ProceduresListening Listen to the following sentences and fill in the blanks. (1) Please refresh the page and continue your .(2) We try to offer the and fastest for you.(3) We will send the goods today, so please the quantity and color of your order.(4) With this change, your modificatio

5、ns to the are complete. (5) If you buy it today, there will be a 20% for you, and are provided with your order.Part 1 Customer Service Procedurespaymentbest price serviceoffconfirmshopping cart discountfree gifts Speaking Due to the noise problem of the newly purchased earphone, customer wants to re

6、turn the product, so he contacted the seller about the returning policy and procedure. Please try to role play the following dialogue, especially pay attention to the underlined parts.Part 1 Customer Service ProceduresUnderlined sentences and expressions:What is your policy on returns? 你方的退货政策是什么？I

7、would like to return the earphone I got days ago.我想退还几天前买的耳机。Is there anything wrong with?有什么问题吗？We do not accept merchandise for return unless items are defective.除非物品有缺陷，否则我们不接受退货。Part 1 Customer Service Proceduressubject to availability视（商品是否有货）情况而定at buyersdiscretion由买方自行决定apply for return申请退货pa

8、y for the freight支付运费There will be no charge at all.完全不会收费。Reading Customer Service ProceduresPart 1 Customer Service ProceduresReading:Words: involve /nvlv/ v. 包含orient /rient/ v. 确定方位procedure /prsid(r)/ n. 程序charge /td/ n. 费用conversion /knvn/ n. 转换anticipated /ntspetd/ adj. 预期的improvement /mpruvm

9、nt/ n. 改进inconformity /nknfmt/ n. 不一致moderate /mdrt/ adj. 中等的initiative /ntv/ n. 主动权integrity /nterti/ n. 诚信maneuver /mnv/ n. 计策gratitude /rttjud/ n. 感恩taboo /tbu/ n. 禁忌Part 1 Customer Service ProceduresReading:Expressions: Pre-sale customer service 售前客服have a great deal to do with 与有很大关系transaction

10、 conversion rate 交易转化率After-sale customer service 售后客服customer experience 客户体验repeat purchase rate 重复购买率returned purchase rate 回购率Take the initiative to (do sth.) 主动做（某事）put oneself in ones shoes 处于某人的境地Part 1 Customer Service ProceduresKey Sentences:Pre-sale customer service gives information about

11、 purchase procedures, product introductions, payment methods, logistics modes and shipping charges, etc., all of which have a great deal to do with the transaction conversion rate.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。关系。It has much to do with the

12、 improvement of product category and quality, the customer experience, the repeat purchase rate, the returned purchase rate, the dispute rate, 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。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。Part 1 Customer Service ProceduresPart 1 Customer Service Procedu

13、resKey Sentences:In communication with customers, we should hold honesty and integrity in mind, always leave room for maneuver, listen to customers, put ourselves in customers shoes to understand customers wishes, and often express gratitude to customers.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，设身处地在

14、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。为客户着想，了解客户的想法，对客户常怀感恩。Exercises:1) Use the words in the box to complete the sentences below.involves anticipated moderate gratitude take the initiative to put yourself in their shoes（1）Cross-border e-commerce customer service staff nee

15、d to show to customers at all times.（2）Business people believe that if they get more new skills, there will be a better job available to them.（3）The only capital investments plan new office space and the equipment needed for that space. （4）Customers would really appreciate it if you could and tell t

16、hem how to deal with this return dispute.（5）The transaction value of Chinas cross-border e-commerce is to reach 20.3 trillion yuan in 2021.Part 1 Customer Service Proceduresgratitudetake the initiative toinvolvesput yourself in their shoesanticipatedExercises:2) Translate the following sentences by

17、using the provided expressions. （1）一个商人能否做好生意与其诚信有很大关系。（integrity; have a great deal to do with） Whether a businessman can do business well has a great deal to do with his integrity.（2）在做跨境电商生意时，客户体验是十分重要的。（customer experience） When doing cross-border e-commerce business, customer experience is very

18、 important.（3）这家店铺在亚马逊平台的交易转化率很高。（transaction conversion rate） This store has a high transaction conversion rate on the Amazon platform.（4）主动联系买家可以提高回购率。（Take the initiative to; returned purchase rate） Take the initiative to contact buyers can increase the returned purchase rate.（5）定价时我们需要留有余地。（leav

19、e room for maneuver） When pricing, we need to leave room for maneuver.Part 1 Customer Service ProceduresExercises:3) Answer the following questions.（1） What are mainly involved in the customer service of cross-border e-commerce?The customer service of cross-border e-commerce mainly involves: pre-sal

20、e customer service, after-sale customer service, and initiative after-sale enquiry.（2）What can pre-sale customer service provide? And what is its purpose? Pre-sale customer service gives information about purchase procedures, product introductions, payment methods, logistics modes and shipping charg

21、es, etc., all of which have a great deal to do with the transaction conversion rate.Part 1 Customer Service ProceduresExercises:3) Answer the following questions.（3） What are the mainly problems faced in the after-sale customer service?The problems faced in the after-sale customer service are mainly

22、 the delay of goods, the inconformity between goods and its description, and the moderate and bad comments.（4） Besides holding honesty, integrity and gratitude, whats more important in communication with customers?Whats more important is that we must show respect to customers own culture and never o

23、ffend them by breaking their taboos.Part 1 Customer Service Procedures2Complaint ProblemsPart 2 Complaint ProblemsLearn the following expressions, and write down their Chinese meanings.Warming-up(1) defective item(2) under guarantee(3) open a dispute(4) close a dispute(5) a partial refund(6) a full

24、refund(7) fix a problem(8) make up for the loss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ListeningListen to the following sentences and fill in the blanks.Part 2 Complaint ProblemsListening Listen to the following sentences and fill in the blanks. (1) Could you send me a photo of the you received and tell me it

25、s situation?(2) The time is usually 5 to 7 . (3) If the seller wants to the request, he should provide evidence to prove it is not his .(4) We can exchange it you keep the dress in its original and good condition and pay for the .(5) We will send you a partial refund if you dont receive the parcel w

26、ithin the . Part 2 Complaint Problemsparcelrefundbusiness daysresponsibilityas long as return shippingguaranteed timerefuseSpeaking Learn from the example and work in pairs to ask and answer the questions with the clues given in the box below.Part 2 Complaint ProblemsExample:A: What problem have you

27、 ever had when you buy things from abroad online?B: Sometimes I had to wait a really long time before receiving the order.Part 2 Complaint ProblemsExample:A: What problem have you ever had when you buy things from abroad online?B: Sometimes I had to wait a really long time before receiving the order

28、.(The following dialogues are for references. There can be more dialogues made here.)Dialogue 1:A: What problem have you ever had when you buy things from abroad online?B: Once I found there was not enough information about the product I got interested in.Dialogue 2:A: What problem have you ever had

29、 when you buy things from abroad online?B: Last time I need to pay really expensive shipping fee.Dialogue 3:A: What problem have you ever had when you buy things from abroad online?B: Two weeks ago I had difficulty in getting response from the customer service.Part 2 Complaint ProblemsReading Attent

30、ion: Types of Complaints That Lead to Amazon SuspensionPart 2 Complaint ProblemsReading:Words: suspension /sspenn/ n. 暂停incredibly /nkredbli/ adv. 难以置信地standard /stndd/ n. 标准obstacle /bstkl/ n. 障碍overcome /vkm/ v. 克服root /rut/ v. 根源在于breakdown /brekdan/ n. 分解；分类privilege /prvld/ n. 权限；特权baffle /bfl/

31、 v. 使困惑label /lebl/ v. 把归类于perfect /pfkt/ adj. 完美的copyright /kpirat/ n. 版权trademark /tredmk/ n. 商标updated /pdetd/ v. 更新allegation /len/ n. 起诉intellectual /ntlektul/ adj. 知识方面的；智慧的property /prpti/ n. 产权；所有权genuine /denjun/ adj. 真实的violation /valen/ n. 违反；侵害assert /st/ v. 维护；声称baseless /besls/ adj. 无根

32、据的valid /vld/ adj. 正当的；有效的suspend /sspend/ v. 使暂停descriptive /dskrptv/ adj. 描述的clarify /klrfa/ v. 澄清；阐明Part 2 Complaint ProblemsReading:Words:precisely /prsasli/ adv. 精确地multiple /mltpl/ adj. 多样的inauthentic /nentk/ adj. 不靠谱的preventative /prventtv/ adj. 预防性的updated /pdetd/ v. 更新reinstate /rinstet/ v.

33、 使恢复Expressions: in order to 为了be rooted in sb. or sth. 根源在于（某人或事）Intellectual Property Rights 知识产权take action(s) 采取措施/行动Part 2 Complaint ProblemsKey Sentences:Heres a breakdown of what each of these types of complaints mean for the future of your selling privileges on A.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

34、的销售特权未来意味着什么。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。If the product is genuine and you are simply reselling it, there is usually no trademark violation.如果商品是正品且您只是转售它，通常不存在商标侵权。如果商品是正品且您只是转售它，通常不存在商标侵权。This mistake could lead to multiple complaints for inauthentic item and for not as described item

35、s.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。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。Part 2 Complaint ProblemsExercises:1) Tell whether each of the following statements is true (T) or false (F). (1) Amazon sellers standard is not that high since the platform usually has many obstacles that they need to overcome in order to

36、avoid suspension.(2) A major reason for the suspensions are complaints from buyers.(3) Those products never being used can be sold as new on Amazon.(4) If the product is genuine, then it is usually OK for you to simply resell it.(5) If your Amazon seller account has already been suspended, you shoul

37、d just wait quietly until it is reinstated.Part 2 Complaint ProblemsFTFTFExercises:2) Fill in each blank with the correct form of the given word. (1) He knows that this of settlement construction is difficult, that it is not easy for anyone. (suspend)(2) In recent years, cross-border e-commerce has

38、generated huge sales. (incredibly)(3) This platforms penalty for sellers is not . It is quite logic. (base)(4) Almost all cross-border e-commerce platforms require sellers to provide correct information for the products they sell. (describe)(5) On the eBay platform, it usually takes a month for a se

39、ller to recover after being suspended. (instate)Part 2 Complaint ProblemssuspensionincrediblybaselessdescriptivereinstateExercises:3) Translate the following sentences by using the provided expressions. Part 2 Complaint Problems(1) 跨境卖家努力做好产品描述，是为了获得更多的浏览量。（in order to） Cross-border sellers work har

40、d to make good product descriptions in order to get more page views.(2) 中国跨境电子商务的蓬勃发展植根于好的政策。（be rooted in）The booming development of Chinas cross-border e-commerce is rooted in good policies.(3) 一旦得到中评或差评，卖家需要立刻采取行动。（take action）Sellers need to take immediate action once they get a moderate or nega

41、tive rating.Exercises:3) Translate the following sentences by using the provided expressions. (4) 最糟糕的并不是退货或退款，而是失去了客户的信任。（but rather）The worst thing is not the return or refund, but rather the loss of customers trust.(5) 明年这家店铺的订单数可能会翻倍。（it is likely that） It is likely that the number of orders at

42、this store may double next year.Part 2 Complaint Problems3Returning & RefundingWarming-up Learn the following words in the box and choose the most appropriate one to fill in each blank.Part 3 Returning & RefundinghandleunablerequestunsatisfactoryagreementincluderecommendsupplierWarming-up Learn the

43、following words in the box and choose the most appropriate one to fill in each blank.Part 3 Returning & RefundingHow to reply to a refund request? While most issues can be handled successfully through a basic open dialogue between the supplier and the buyer, sometimes certain situations must be turn

44、ed into more formal (1) . We advise that the (2) and the buyer to do their best to discuss issues with each other and come to a reasonable solution. We also (3) they keep in active communication during the Open Dispute process. If the supplier and the buyer cannot reach an (4) during the 15-day Open

45、 Dispute time period, the buyer may pursue the complaint. By filing a claim, the buyer states he or she is (5) to reach a reasonable agreement with the supplier, and is requesting the platform to step in to (6) the matter. Reasons to pursue the complaint may be different. They can (7) include the su

46、pplier not responding to the buyers requests or refusing to partially refund the buyer for an order sent back in an (8) condition.requestsupplierrecommendagreementunablehandleincludeunsatisfactoryListeningListen to the following sentences and fill in the blanks. Part 3 Returning & RefundingPart 3 Re

47、turning & RefundingListen to the following sentences and fill in the blanks. (1) Make a refund request if goods are not received after supplier confirmed the order has .(2) As requested, we will send you a replacement and hope you will be pleased with the new . (3) Well compete your order and send f

48、or the damaged ones.(4) We are willing to give you a 10% allowance of the next order to compensate you .(5) We are extremely sorry to learn that you are not with our products. We are concerned about the inconvenience you have suffered, and sincerely.been shippedas soon as possiblelotreplacementsfor

49、the losssatisfiedapologizeSpeaking Please learn the example dialogue and use the information in the table to practice making complaints about the products in the given situations.Part 3 Returning & RefundingExample:Buyer: Id like to make a complaint about the cellphone I bought from your online shop

50、.Seller: What is the matter about?Buyer: It stopped working properly after just 2 days. I want a new replacement.Part 3 Returning & RefundingitemsproblemsrequestslaptopI cannot turn it onnew replacementwigis not the blonde color as the picture shows in your shoppartial refundmidi dressis much smalle