跨境电商英语沟通 学习任务7 Learning Activity 1-4 Invite Customers to Leave Positive Comments-Homework and Evaluation

LearningActivity1InviteCustomerstoLeavePositiveComments

学习活动1邀请客户留好评[LearningObjectives学习目标】LearncorevocabulariesofinvitingcustomerstoleavepositivecommentsLeamusefulexpressionsandsentencesofinvitingcustomerstoleavepositivecommentsLearnaboutthewritingmethodsofinvitingcustomerstoleavepositivecomments[ClassHour建议学时】2periods/2学时[LearningTask学习任务】请在学习本章节内容后，用所学知识点和相关句型邀请客户留好评,要求内容清晰准确，语言礼貌得体，与建立良好的关系。[LearningProcess学习过程】Step1:LearningCoreVocabularies学习核心词汇comment['kDment]n.somethingthatyousayorwritewhichgivesanopiniononorexplainssb/sth议论；评论e.g.I)Iamnotinapositiontomakeacomment.我不便发表评论。II)ForCross-borderE-commercesellers,commentsonproductsareveryeffectivesalestools.对于跨境电商卖家来说，产品评价是非常有效的销售工具。positive['pDzotlv]adj.directedatdealingwithsthorproducingasuccessfulresult积极的;建设性的；朝着成功的e.g.I)Theagreementshouldhaveverypositiveresultsinthelongterm.从长远来看，这个协议将会产牛非常积极的影响。II)Morethan80%ofthebuyerssaidtheirbuyingbehaviorwasaffectedbypositive我们会尽一切努力让你快乐。Consumersgenerallyplacemoreweightonnegativeinformationthanonthepositivewhendecidingwhattobuy.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。Weshouldresendtherightitemwiththeleastpossibledelayandgiveyouanadditionaldiscountifyoucouldkindlyrevisethecomment.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。Step3:LearningPracticalDialogues学习实用对话Pleasetrytoroleplaythefollowingdialogue,especiallypayattentiontotheunderlinedparts.Hi,dearcustomer.Thankyouforshoppinginourstore.Wenoticedthatyougaveusaveutndcomment.Canyoutellmuarethereanythingwrongwithourproductorservice?Wewilltryourbesttocorrectit.亲，您好。感谢您在本店购物，我们看到您给了我们一个中评。请问我们的产品或服务有哪些地方做得不够好呢？我们会尽力改正。Oh,yourproductisgood,buttheattitudeofyourcustomerservicewasverybad.哦，你们的产品还是不错的，但是客服的态度很不好。Iapologizefbrher.Ifpossible,couldyousendmecscreenshotofthecharthistory?我代替她向您抱歉。如果可以的话，您能将聊天记录截图发给我吗？Sure.可以。Okay,thanks.Indeed,theattitudeofthecustomerserviceisverybad,we'llsettlethisallthen.We'resorryforthenegativeeffectcausedt。ynu,butwestillhopeyoucanreconsidertogiveusagoodfeedback.Wearewillingtogiveafavorablediscountinyournextpurchase.好的，谢谢c确实，客服的态度很不好，我们一定会处理这件事的C对您造成的不良影响，我们表示很抱歉，不过我们还是希望您重新考虑能给我们一个好评。我们愿意在您下次购物中给您一个大折扣。Inthatcase,I'llgiveyouapositivepurchase.既然如此，那我就给你一个好评吧。A:Thankyou.It'sverykindofyou.谢谢，您真是太好了。Step4:LearningClassicCases学习经典案例CaseAnalysis1：RelytothePositiveComments店铺的好评率越高，客户就会对店铺增加信任感。同款产品，如果质量、价格都一样,客户肯定会选择好评率高的店铺购买。如果卖家收到买家的好评，一定要及时答复、感谢买家的好评，并提供特别折扣、发放优惠券等有助于买家再次消费。一封较好质量的好评回复，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冰冷的互联网在交易，这样也方便后续的邮件营销和SNS营销等。AliExpressShopperIH03Jun2020Color:NavyblueSize:36Peeled!Sitperfectly!Height175,OB94,OT66tookthesize36)Thankyouverymuchtotheseller,thegoodsareveryhighquality!Prosperity!)Auto-translatedOriginalJBAliExpressShopper27May2020Color:BlackSize:40Verybeautifuljeans,nicematerial,goodsewingquality.Myhipsare102andthesizesatwell.Thankthesellerfortherecommendation,asusuallytakethesizebigger.Thesellerat...批注[W用批注[W用6]:称呼买家的姓名Thankyouforpurchasingtheproductinmystore.IjustnoticedthatyouleftpositivefeedbackandIwanttopersonallythankyou.Itmeansalottomysmallbusiness.Wewillgive批注［w用7］：致谢youaspecialdiscountof10%foryournextpurchaseandhopetobuildupalong-termrelationshipwithyou./—一批注［W用8］：给予买家特别折扣，为买家再次购买做好铺垫Thanksagainforpositivefeedbackandhaveagoodday!〜批注［W用9］:再次表达感谢Yourssincerely,NameCaseAnalysis2：RelytotheNegativeComments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，问清楚到底是质量问题，还是物流太慢或是包装破损，并主动提出解决问题的方案。例如买家说产品质量不好，卖家可以容许给其退换货或退款，同时给予一定的补偿。用行动和诚意逐步引导买家移除中差评，修改为好评。AliExpressShopper28Feb2020Color:aspictureIneverreceiveditandevenwithoutthereturnoftheMoney,thesellerdoesn'tansweranyquestions.Idon'trecommend,Ishouldbeoutofthiscompany.Auto-translatedOriginalAliExpressShopper3^^02Jun2020ColorzaspictureIt'sbeenamess.03Jun2020Auto-translatedOriginal03Jun2020AliExpressShopper*ColorzaspictureNeverarrivedAuto-translatedOriginalDearMissStevens,Thankyouforpurchasinginourstore.Wefeelverysorrythatyouareunsatisfiedwithourproductorservice.Pleaseacceptoursincereapology.Wewillbemorecarefulnexttime,andtryourbesttobemoreprofessional.Asanewstore,customers?commentsplayaveryimportantroletoourshop,sowehopethatitwillbeachancetohelpustoreviseyournegativecommentintoapositiveconimeiit.批注［w用io］：称呼买家的姓名批注［w用11］:致谢批注［W用12］:表达歉意和努力改进工作的愿望批注［W用13］:希望买家修改评价批注[W用批注[W用14]：站在买家角度提出具体措施，确保让买家满意批注[W用15]:友好的结尾Iamlookingforwardtoyourreply.BestWishes,NameStep5:CompleteLearningTasks完成学习任务你在Wish平台上经营一家女装店铺，其中一款沙滩裙成为本月热卖品。昨天有两位买家对购买的沙滩裙做出了评价。来自法国的买家Carol给出好评，她认为裙子款式时尚，颜色亮丽。而来自意大利的买家Bianca给出了差评，原因是裙子洗后有褪色现象。请针对两位买家不同的评价，分别给她们留言。LearningActivity3CommunicationSkills(7)学习活动3沟通技巧(7)[LearningObjectives学习目标】LearntoexpressgoodexpectationstocustomerssincerelyMastercommunicationskillsofaskingbuyerstoremovenegativecommentsandreviews[ClassHour建议学时】1periods/1学时【案例1】BuyerHiCathy,Thanks.Youareoneprofessional,experienced,andsuccessfulbusinesswoman.Mybestcomplimenttoyou.JohnSellerDearJohnThanksforyourkindcompliment.Ithinkthiscouldn'tbeoutofyoursupport!!Thatismypleasuretocooperatewithyou.Hopebothofuscoulddomorebusinessinfuture.Bytheway,IwillsendyouralltheshippingdocumentsonceIgettheBL.Regards.Cathy分析与沟通技巧:遇到客户的好评和赞美，我们可以简单地谢谢客户的赞美！顺便也反过来感谢一下客人的支持，而且可以展望长期的合作。【案例2】很多C端电商卖家，比方亚马逊，eBay的新手卖家都对于如何撰写移除差评星级和负面评论的电邮感到十分烦恼，这里以优秀卖家为例来说明，并附上模板作为参考。首先是移除差的评级（Feedback）：总体尽量语气直接用字简明，让买家收到时再收信匣的预览界面就可以一目了然。再来是内容的部份，以下是请买家提供SKU/ASIN来做查询，可以依照您的需求来做内容调整。首先都是要先表达歉意，以及还有愿意积极处理的诚意,最后再表达由衷地感谢给予改进的机会。（以下为参考模板）Subject：RegardingyourAMAZON.COMorderfeedbackwithXXX（storename）DearCustomer,YourecentlyleftusanegativefeedbackregardingyourorderplacedwithXXXonAMAZON.COM.Wearesorryabouttheinconvenience.PleasekindlyprovideuswiththeSKUnumberunderthebarcodelabelontheitempackagingorontheboxorplasticwrappingtheitemwasin.Pleaseletusknowexactlywhat'sthemodelofyourdeviceandwewilllookintothismatter.Sorryfortheinconvenienceandthankyouforgivingustheopportunitytorectifythematter.SincerlyyoursXXXCustomerServiceTeam接着是移除负面评论（ProductReviews）：记住，不管买家留下好评跟差评，首先先说明对对方愿意花时间写下Reviews致谢！（基本礼貌先做好，老外有些吃软不吃硬，有时候你愿意提供免费商品给他，她还会跟Amazon检举你..）要这样想，买家已经花时间帮你写评论，他们是无偿的，写下来不管好评或者差评，不管卖家有没有方法心平气和的去看待，都要感谢一下！作为改善产品的基准！之后再开始说明对于Reviews差评的歉意与具体改善的方法（如真诚地道歉、提供退款），之后就是展现客服的诚意，让对方了解他的意见是被认真重视的，给予顾客被尊重的感觉。（以下为参考模板），比拟重要的是，千万不可以跟买家协商：退款给您，但是请您留好评--一这样的字句是违规的。Subject：RegardingyourAmazonProductReviewDearCustomer,Thankyouforyourpurchaseandtakingthetimetowriteaproductreview.Weareterriblysorrytoheartheproductyoureceivedisdefectiveandwouldliketoknowifwecansendyouafreereplacementorassistyouwitharefund.Customerreviewsisimportanttousandwevalueyourresponse.Allresponseswillbeusedtofurtherimprovethequalityofourserviceandproducts.Pleaseletusknowhowwemayassistyoutoresolvetheissueyouhaveexperienced.Sorryfortheinconvenienceandthankyouforgivingustheopportunitytorectifythematter.SincerlyyoursXXXCustomerServiceTeamLearningTask1LearningTask2Evaluations:commentsonproducts.超过8096的买家表示，他们的购买行为受到了产品好评的影响。awareness[s'wesnss]n.knowingsth;knowingthatsthexistsandisimportant;beinginterestedinsth知道；认识；意识；兴趣e.g.I)ItisimportantthatstudentsdevelopanawarenessofhowtheInternetcanbeused.重要的是学生逐渐懂得如何使用互联网。II)Sellersusevariousmethodstostimulatebuyertobuyandimprovebrandawareness.卖家用各种方式刺激买家购买，提高品牌知名度。review[ri'vju：]n.anessayorarticlethatgivesacriticalevaluation评价；评论e.g.I)Thenewspapergaveareviewofthenewbook.报纸对这本新书作了评论。II)Doyouthinktheproductmatchesuptoitsenthusiasticreview?你认为这个产品符合它热情的评价吗？evaluation[i,vaelju'elfn]n.anappraisalofthevalueofsomething评价e.g.I)Thedressgotagoodevaluation.这件裙子得到了很好的评价。II)Thewaytheguestsweretreatedinthehotelinfluencedtheirevaluationoftheservice.客人在酒店受到的待遇影响了他们对服务的评价。favorable「feivorsbl]adj.encouragingorapprovingorpleasing赞许的；赞同的e.g.I)Thissystemhasbeenwidelyappliedinpractice,andgotfavorablecommentsfromusers.该系统在实践中得到了广泛的应用，得到了用户的好评。II)Someproductshavealreadyenteredtheinternationalmarketandwoncustomers9trustandfavorablecomments.局部产品已进入国际市场，赢得了客户的信赖和好评。feedback「fi：dbeek]n.advice,criticismorinformationabouthowgoodorusefulsthorsb'sworkis反应的意见(或信息)e.g.I)Iwasgettinggreatfeedbackfrommyboss.老板对我的评价很高。

II)Youneedfeedbacktomonitorprogress.你需要利用反应信息来监控进展。reward[riwo:d]n.athingthatyouaregivenbecauseyouhavedonesthgood,workedhard,etc.奖励；回报；报酬e.g.I)Hedeservesarewardforhisefforts.他的努力值得奖赏。II)Thecompanyisonlyjuststartingtoreaptherewardsoflong-terminvestments.这家公司才刚刚开始收获长期投资的回报。loyalty['10Iolti]n.thequalityofbeingfaithfulinyoursupportofsb/sth忠诚；衷心'e.g.I)Wewillmakeeveryefforttoincreasecustomerloyalty.我们将尽一切努力提高客户忠诚度。II)Hisloyaltytohisfriendswasneverindoubt.他对朋友的一片忠心从来没受到怀疑。Step2:LearningUsefulExpressions学习实用表达附加值addedvalue曝光率附加值addedvalue曝光率exposurerate客户忠诚度customerloyalty贝勾买体验shoppingexperience个人体验personalexperience驱动力drivingforce好评positivecomment口碑wordofmouth卖家好评率positiveratio留评leavecomment参考价值referencevalue品牌意识brandawareness[BrilliantSentences精彩句型】Yourcommentissoimportanttous.您的评价对我们很重要。Wewouldreallyappreciateitifyouwouldleaveusyourpositivecomment.如果您给我们好评，我们将不胜感激。Yourfavorablecommentsarethedrivingforceofourcontinuousefforts.您的好评是我们不断努力的动力。Pleasekindlyclickthefollowinglinkandleaveyourcommentsonourproductandservice.请您点击以下链接评价我们的产品和服务。Weareasmallbusinessandwecan'texistwithoutcustomers7commentsandreviews.我们是一家小公司，没有客户的评论我们无法生存。Wearegladtosendyouacouponifyouleaveusapositivecomment.如果您给我们留下好评，我们很高兴寄给您一张优惠券。Commentsaboutbuyer'spersonalexperiencecanhelpdrivethepotentialcustomerstoplaceorders.关于买家个人体验的评论可以帮助潜在客户下订单。Improvingcustomers,loyaltyandsatisfactionisourgoal.提升客户忠诚度和满意度是我们的目标。Yourpositivecommentmeansalottomysmallbusiness.你的积极评价对我的小生意很重要。Ifyouarenotsatisfied,pleaseletusmakeitrightbeforeyouleavenegativecomment.如果您不满意，请让我们在您留下负面评论之前纠正问题。Step3:LearningPracticalDialogues学习实用对话Pleasetrytoroleplaythefollowingdialogue,especiallypayattentiontotheunderlinedparts.Dearcustomer,weareawarethatyourpackagehasarrivedonMay15.Whatdoyouthinkofourproduct?亲，我们知悉您的包裹已于5月15日到达。您觉得我们的产品怎么样呢？Thepackagingisverydelicate,andthefabricofthisshirtisgood.ButIamnotsurewhetherithascolorfadingafterIwashit.包装很精致，衬衫面料也不错。但我不确定洗后是否会褪色。Don'tworry.Ourshirtsarealmostnocolorshading.不用担忧，我们的衬衫几乎不会褪色。Well,that'sgood.好的，那不错cA:Ifyoulikevurproducts,pleasepostsomepositivecomments.Ifyouhaveanysuggestion,pleasefeelfreetotellus.Yoursatisfactionmeansalottous.如果您喜欢我们的产品，还望给个好评。如果有什么建议也可以直接告诉我。您的满意对我们很重要。B:Fine,Tilmakeagoodcustomerreview.好的，我会给你一个好评的。A:Okay,thankyou.Welcometovisitourshopagain.好的，谢谢。欢迎再次光顾我们店铺。Step4:LearningClassicCases学习经典案例CaseAnalysis：Within2-3daysafterthegoodsarereceived,thesellercantaketheinitiativetoaskthebuyerwhetherheorsheissatisfiedwiththeproduct.Ifthebuyerfeelssatisfied,thesellercaninvitethebuyertoleaveafavorablecomment.However,ifthereisanyproblemordissatisfaction,askingthebuyertocontactyoubeforeleavinganegativecomment.[Example)DearSir/Madam,Thankyouforyourorder.AspartofCustomerSatisfactionteam,Iwanttoreachouttolearnwhetheryouhavereceivedtheproduct.Ijustwantedtomakesurethatyou'rehappywithourproduct.Ifyouhaveanyissues,pleasereplytothismessagesoIcanmakeitright.We'reasmallbusinessandwecan'texistwithoutyourcommentsandreviews.Yourcommentissoimportanttous!Ifyouthinkwe'vedoneagoodjob,Iwouldreallyappreciateitifyouwouldleaveusyourpositivecomment.|Ifyou*renotsatisfied,letusmakeitrightbeforeleavingnegativecomment.Emailusandwewilldowhateverittakestomakeyouhappy.Iwanttopersonallythankyouforbeingoneofourcustomers.Weloveourcustomersandwillalwaysbehereifyouneedus.YoursSincerely,批注［w用1］：致谢批注［W用2］:告知买家来信的目的批注［W用3］:说明买家好评的重要性批注［W用4］:如果买家有不满意的地方，保证尽力解决批注［W用5］:表达诚挚的工作态度NameStep5:CompleteLearningTasks完成学习任务你在AliExpress平台上新开了一家西服定制店铺。经过数月经营，你收到了来自德国买家Henry的第一笔订单。买家确认收货后，迟迟没有留评。请给该客户发送邮件或留言，询问客户对产品是否满意并邀请客户留好评。LearningActivity2ReplytoCustomers9Comments

学习活动2回复客户评价[LearningObjectives学习目标】Learncorevocabulariesofreplyingtocustomers'positiveandnegativecommentsLearnusefulexpressionsandsentencesofreplyingtocustomers'positiveandnegativecommentsLeamaboutthewritingmethodsofreplyingtocustomers5positiveandnegativecomments[ClassHour建议学时】2periods/2学时[LearningTask学习任务】请在学习本章节内容后，用所学知识点和相关句型回复客户好评和中差评。要求感谢客户好评时语言表达得体，建立在线交流的良好气氛；回复客户中差评时，态度诚恳，能妥善处理问题。[LearningProcess学习过程】Step1:LearningCoreVocabularies学习核心词汇negative[ncgotiv]adj.consideringonlythebadsideofsth/sb消极的；负面的e.g.I)Scientistshaveafairlynegativeattitudetothetheory..科学家对这个理论的态度是相当消极的。II)Ifthesellerreceivesnegativefeedback,heshouldletthebuyerexpressdissatisfactionandmakeupforittimely.如果卖方收到负面反应，他应该让买方表达不满，并及时弥补。unsatisfied「pDzotivjadj.nothavinggotwhatyouhoped;nothavinghadenoughofsth不如意的；失望的；未得到满足的e.g.I)It'sveryimportanttofindoutwhat'swrongwithitifyoualwaysfeelunsatisfiedwithyourlife.如果你总是对自己的生活不满意，找出问题所在是很重要的。II)Ifyouareunsatisfiedwithourproduct,pleasesenditbackforafullrefund.如果您对我们的产品不满意，请把它寄回来，我们会全额退款。dissatisfaction[,dis,saetis'fekjn|n.afeelingthatyouarenotpleasedandsatisfied彳：快；不悦；不满意e.g.I)Manypeoplehaveexpressedtheirdissatisfactionwiththearrangement.许多人对这一安排表示不满。II)Lowqualityisthemaincauseofdissatisfactionamongcustomers.低质量是顾客不满的主要原因。revise[ri'vaiz]v.tochangeyouropinionsorplans,forexamplebecauseofsthyouhavelearned改变，修改(意见或计划)e.g.I)Hesooncametorevisehisopinionoftheprofession.他很快就改变了对这个职业的看法。II)Theyrealisedthatsomeoftheirpriceswerehigherthantheircompetitors'andrevisedpricesaccordingly.他们意识到自己有些价格高于竞争对手，就相应调整了价格。modify[mDdifai]v.tochangesthslightly,especiallyinordertomakeitmoresuitableforaparticularpurpose调整;稍作修改；使更适合e.g.I)Neitherpartymaymodifythecontractwithoutauthorization.任何一方不得擅自修改合同。II)Thebuyercanmodifythecomm