课件跨境电子商务英语 Unit 11 .pptx

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1、跨境电子商务英语Unit 11 Transaction Evaluation of Cross-Border E-CommerceUnit Objectives: Learn how to give feedback to five-star reviews. Learn how to deal with bad customer reviews. Learn how to leave feedback for buyers. Unit 11 Transaction Evaluation of Cross-Border E-Commerce Five-star Praise and Feedb

2、ack1Negative Review and Feedback23C O N T E N T S目 录 Sellers Evaluation of the Buyer1Five-star Praise and FeedbackWarming-up Circle the phrases that are new to you and look them up in the dictionary. Read them aloud and write down their Chinese meanings.正面评论正面评论负面评论负面评论五星好评五星好评高度评价高度评价Part 1 Five-st

3、ar Praise and Feedback（1）positive review（2）negative review（3）five star review（4）high-rated reviewWarming-up Circle the phrases that are new to you and look them up in the dictionary. Read them aloud and write down their Chinese meanings.客户评价客户评价发表评论发表评论自动反馈自动反馈恶意评论恶意评论Part 1 Five-star Praise and Fee

4、dback（5）customer review（6）post reviews（7）automated feedback（8）malicious reviewListeningListen to the following sentences and fill in the blanks.Part 1 Five-star Praise and FeedbackListening Listen to the following sentences and fill in the blanks. (1) When a five-star review does come in, it is one

5、of the greatest feelings in the worlda little recognition that your hard work is .(2) You should not just let that sit on your page; you should take the time to reply and maintain the conversation with your happy customer.(3) Let the customer know that youll be sharing their with the rest of your st

6、affespecially those who are named in the review itself.(4) play a significant role when it comes to customer conversions; people rely on them to discern whether youre trustworthy.(5) When you ask a customer if theyve enjoyed themselves and they say yes, simply follow up by asking if they wouldnt min

7、d your business online.Part 1 Five-star Praise and Feedbackpaying offfive-star ratingfeedbackOnline reviewsreviewingSpeaking A Chinese seller is contacting a buyer after the package has been delivered. Complete the following dialogue with the sentences or expressions in the box.Part 1 Five-star Prai

8、se and FeedbackSeller：Dear Madam, (1) . We (2) on December 8th. (3) ?Buyer: Yes, I got it last Friday. Thank you.Seller: Our pleasure. (4) the handbag.Buyer: I am quite happy with the product. Everything is good so far.Seller：Good to know that. Now (5) ?Buyer: Dont worry. Ill make a good (6) .Part 1

9、 Five-star Praise and FeedbackDCAFBE A. Did you get the packageB. would you kindly post some positive feedbackC. learned from the status that the package was deliveredD. thanks for shopping with usE. customer reviewF. Wed like to know if you are satisfied withReading Tips to Generate Five-Star Revie

10、wsPart 1 Five-star Praise and FeedbackReading:Words: generate /denret/ vt. 生成; 产生review /rvju/ n. 评论quality /kwlti/ adj. 优质的fulfill /flfl/ vt. 履行; 实现outright /atrat/ adv. 全部地; 率直地positive /pztv/ adj. 肯定的; 正面的technically /teknkli/ adv. 技术上Ad(advertisement) /dvtsmnt/ n. 广告rebate /ribet/ v. 退还（部分付款）eco

11、system /iksstm/ n. 生态系统premium /primim/ adj. 优质的guideline /adlan/ n. 指导方针genuine /denjun/ adj. 真实的template /templet/ n. 模板instant /nstnt/ adj. 立即的notification /ntfken/ n. 通知negative /netv/ adj. 否定的；负面的customized /kstmazd/ adj. 定制的; 用户化的campaign /kmpen/ n. 活动maximize /mksmaz/ v.（使）增加到最大限度Part 1 Five-

12、star Praise and FeedbackReading:Expressions: human nature 人性term of service 服务条款getoff the ground 从开始; 起步post review 发表评论financial interest 经济利益grey area 含糊不清之处; 灰色地带comply with 照做; 遵守automated feedback 自动反馈long term 长期（的）high-rated review 高度评价at ones disposal 由某人支配Part 1 Five-star Praise and Feedba

13、ckKey Sentences:Its important to keep in mind that it is against Amazons terms of service to outright ask for positive reviews.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。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。You can ask friends and family to post reviews, which is only technically against the terms of service if they have

14、 a financial interest in your products.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。务条款的。Part 1 Five-star Praise and FeedbackPart 1 Five-star Praise and FeedbackKey Sentences:If you want to receive five-star reviews that really stick over the long term

15、, fully comply with Amazon guidelines, and, most importantly, result in genuine high-rated reviews, consider FeedbackWhiz. 如果您想要在遵守亚马逊的指导方针的前提下长期如果您想要在遵守亚马逊的指导方针的前提下长期获得获得五星评价，最重要的是，得到真正的高评价，五星评价，最重要的是，得到真正的高评价，可考虑使用可考虑使用“FeedbackWhiz”这一系统工具。这一系统工具。You can also create customized email campaigns to m

16、aximize positive feedback.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。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。Exercises:1) Use the words in the box to complete the sentences below.customized positive rebate quality template(1) The products were neatly laid out in the exhibition hall.(2) You have to have a approach during this ti

17、me or the company will see you as part of the problem instead of part of the solution.(3) Youll receive a 30 percent on the full cost of your investment, including installation.(4) All the work you do at this phase creates a better . (5) From here, you can select the products you want to include on

18、your portal page.Part 1 Five-star Praise and FeedbackqualitypositiverebatetemplatecustomizedExercises:2) Fill in the blanks to complete the translation of the following sentences.(1)你的这一条说明违反了本平台的服务协定，请及时修改。Your description of this article is against the on this platform, please modify it in time.(2

19、)新企业的起步或旧企业的扩张都需要资本。 It takes capital to get a new business or expand an old one.(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。 If you fail to the terms and conditions of this Contract, then Dell is not obligated to provide the service to you.(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。 In the , this will allow us

20、 to deliver better features with a lower price, conclusively benefiting our customer. (5)另一方面，处理例外是一个灰色区域。Handling exceptions, on the other hand, is a .Part 1 Five-star Praise and Feedbackoff the groundcomply withlong termgrey areaterms of serviceExercises:3) Answer the following questions.(1) Will

21、customers leave you good reviews as long as you provide quality product? Some may, but most wont. Its just human nature. Theyve got what they want, why would they feel the need to put any work into leaving a review.(2) How many ways you can get reviews? There are four ways. First, to pay Amazon for

22、the first five reviews. Second, to ask friends and family to post reviews. Third, to buy Facebook Ads to request reviews and offer rebates for buying your products. Fourth, to manage your reviews using a premium automated feedback management tool.Part 1 Five-star Praise and FeedbackExercises:3) Answ

23、er the following questions.(3) What is “FeedbackWhiz”?It is an automated feedback management tool, which provides email templates to send follow-up messages to customer orders and it also allows you to get instant notification when negative reviews are posted and manage positive responses. You can a

24、lso create customized email campaigns to maximize positive feedback.Part 1 Five-star Praise and Feedback2Negative Review and FeedbackPart 2 Negative Review and FeedbackMatch each word in the left column with its Chinese meaning in the right.Warming-up(1) handle A. 充分的(2) reputation B. 删除(3) solid C.

25、 名声(4) promptly D. 不足(5) remove E. 迅速地(6) update F. 问题(7) issue G. 处理(8) inadequacy H. 更新ListeningListen to the following sentences and fill in the blanks.Part 2 Negative Review and FeedbackListening Listen to the following sentences and fill in the blanks. (1) From a consumer standpoint, can advers

26、ely impact your business and can drive down your listing on consumer review sites, making it harder to be found.(2) Promptly responding to shows your customers that you care and value their opinions.(3) Even if it is not your fault, make sure to the situation politely(4) Ask the customer to contact

27、you directly, outside of the , to discuss the situation further and remind them there are real people behind the screen that care.(5) Words are good, but the best way to apologize is to offer some type of recompense for the inconvenience such as a .Part 2 Negative Review and Feedbacknegative reviews

28、bad reviewsapologize forreview platformgift card or discountSpeaking A Chinese seller is contacting a buyer on some feedback. Please try to role play the following dialogue, especially pay attention to the underlined parts.Part 2 Negative Review and FeedbackUnderlined Sentences and Expressions：It to

29、ok more than 50 days after I placed the order. 我下单后，隔了50多天才收到（它）。In some cases, it is up to 90 days. 在某些情况下，（这一时间）长达90天。We immediately sent out the parcel the day after receiving your payment. 我们在收到您付款后的第二天立即寄出了包裹。We always try our best to do our part. 我们始终是在尽力而为。Im so sorry that you had to wait suc

30、h a long time. 您得等待这么长时间，我感到很抱歉。out of season 过季refund 退款Would you reconsider your feedback? 您能否重新考虑您（给出）的评价？Part 2 Negative Review and FeedbackReading Four Tips to Deal with Negative Customer ReviewsPart 2 Negative Review and FeedbackReading:Words: handle /hndl/ v. 处理；对付（某人或某事）acknowledge /knld/ vt

31、. 承认resolve /rzlv/ vi. 解决irresponsible /rspnsbl/ adj. 不负责任的feasible /fizbl/ adj. 可行的key /ki/ n. 关键inadequacy /ndkwsi/ n. 不足gap /p/ n. 缺陷instill /nstl/ vt. 建立update /pdet/ vt. & n. 更新remove /rmuv/ vt. 删除visible /vzbl/ adj. 看得见的reputation /repjuten/ n. 名声hesitate /heztet/ vi. 踌躇，犹豫promptly /prmptli/ a

32、dv. 迅速地；立即地issue /u; sju/ n. 问题solid /sld/ adj. 充分的Part 2 Negative Review and FeedbackReading:Expressions: figure out想出；弄明白focus on集中于be willing to乐意做某事star-based rating星级评定overall rating整体评级discount code折扣码gift card礼品卡exclusive offer独家优惠 Part 2 Negative Review and FeedbackKey Sentences:Instead, foc

33、us on resolving the issue and ensure it wont happen again by fixing inadequacies and gaps in your systems and processes.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。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。For example, you can offer discount codes, gift cards, or exclusive offers from partner companies.

34、例如，你可以提供折扣码、礼品卡或合作公司的独家优惠。例如，你可以提供折扣码、礼品卡或合作公司的独家优惠。Part 2 Negative Review and FeedbackExercises:1) Tell whether each of the following statements is true (T) or false (F). (1) When people dont trust you, they are more likely to leave negative reviews and less likely to contact you directly.(2) As lo

35、ng as youve apologized and solved the problem, you need to do nothing else.(3) Its impolite to ask your customers to remove and/or edit negative reviews to share how you responded promptly and fixed the issue.(4) 1-star reviews will reflect on your overall rating.(5) You can encourage your customers

36、 to leave positive reviews by offering discount codes, gift cards, or exclusive offers from partner companies.Part 2 Negative Review and FeedbackTFFTTExercises:2) Fill in each blank with the correct form of the given word. (1) We must find a way to these problems before its too late. (resolution) (2

37、) It is unfortunate that they choose to take this action. (responsible)(3) The company had to 6, 500 agents from its payroll and turn them into independent contractors. (removal)(4) When the company recently announced dismal earnings, its shares fell 10% and have not recovered. (prompt)(5) In the ev

38、ent of difficulties, please do not to contact our Customer Service Department. (hesitation)Part 2 Negative Review and FeedbackresolveirresponsibleremovepromptlyhesitateExercises:3) Translate the following sentences by using the provided expressions. Part 2 Negative Review and Feedback(1)我们正试图找出解决争端的

39、办法。（figure out） We are trying to figure out a way to resolve the dispute.(2) 卖家希望买家愿意为增加的功能支付更多的钱。（be willing to）Sellers hope that buyers will be willing to pay more for the added features.(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。（overall rating）All the games are categorized by their overall ratings.Exer

40、cises:3) Translate the following sentences by using the provided expressions. (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。（discount code）Any developer that completes the application process will receive a discount code.(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。（exclusive offer） It is gratifying to know that our cu

41、stomers responded so enthusiastically to this exclusive offer.Part 2 Negative Review and Feedback3Sellers Evaluation of the BuyerWarming-up Learn the following words and expressions and write down their Chinese meanings.（1）automation （2）publicity （3）complaint（4）unfair （5）handy（6）reciprocal （7）hostag

42、e（8）trigger 自动操作自动操作公共宣传公共宣传抱怨；投诉抱怨；投诉不公平的不公平的Part 3 Sellers Evaluation of the Buyer便利的便利的相互的相互的要挟要挟触发触发ListeningListen to the following passage and fill in the blanks.Part 3 Sellers Evaluation of the BuyerFeedback System on eBay Feedback is a voluntary way for eBay users to rate each other during o

43、r after a transaction, to (1) other users of the experience. Feedback scores are noted next to every members (2) and are the clearest indication of the (3) reputation on eBay. In the early years of eBay, it was possible for both buyers and sellers to leave positive, (4) neutral or negative feedback.

44、 Nowadays, the feedback system has been reduced, with sellers only able to leave (5) for buyers. The explanation from eBay details that the change was initiated to encourage buyers to reflect on (6) honestly without fear of negative feedback from sellers.Part 3 Sellers Evaluation of the Buyerinformu

45、ser IDbuyer or seller sneutral or negativepositive feedbacktheir experienceSpeaking Owen and Jessica are two sellers on eBay, they are discussing changes to eBays evaluation system. Please try to role play the following dialogue, especially pay attention to the underlined parts.Part 3 Sellers Evalua

46、tion of the BuyerUnderlined Sentences and Expressions：the rating system of seller rating with remark of negative, neutral or positive卖家评分的评分系统，带有好评、中评、差评（功能）refuse an order of a buyer who remarked too much negative comments拒绝来自差评过多的买家的订单implemented a system of seller ratings with four categories实行了四

47、个类别的卖家评分机制sellers are only able to leave positive feedback for buyers卖家只能给买家留下好评encourage buyers to reflect on their experience honestly without fear of negative feedback from sellers鼓励买家如实反馈自己的体验，而不必担心卖家给其差评have higher expectations有更高的期待Part 3 Sellers Evaluation of the BuyerReading When to Leave Fe

48、edback for Buyers on eBayPart 3 Sellers Evaluation of the BuyerReading:Words: reciprocal /rsprkl/ adj. 互惠的；相互的incentive /nsentv/ n. 动机；刺激hostage /hstd/ n. 要挟handy /hndi/ adj. 便利的；手边的automatically /tmtkli/ adv. 自动地automation /tmen/ n. 自动操作publicity /pblsti/ n. 公共宣传complaint /kmplent/ n. 抱怨bother /b(r

49、)/ v. 操心，麻烦oxymoronic /ksmrnik/ adj. 矛盾的moronic /mrnk/ adj. 低能的Part 3 Sellers Evaluation of the BuyerReading:Expressions: access to有权使用side bonus额外的好处Part 3 Sellers Evaluation of the BuyerKey Sentences:In other words, you dont have much of an incentive to hold the buyers feedback hostage since selle

50、rs cannot leave negative feedback for buyers if theres a problem.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。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。If you have an eBay store and use Selling Manager Pro, then you have access to a handy system that will automatically leave positive feedback for you