《跨境电商英语》课件-Project 8 售后服务

After-salesServices

售后服务Project8Dialogue:After-salesServicesA:HiMia,acustomernamedLisamessagedme.Shesaidthewoodennotebooksheboughthasabrokencover,andshewantshermoneyback.WhatdoIdo?B:HiJake!First,benicetoher.Saysorryfortheproblem—buyersdon’tlikefeelingunimportant.Thengivehertwochoices:getallhermoneyback,orgetanewnotebookforfree(andwe’llshipitfast).Letherpickwhatshelikes.Dialogue:After-salesServicesA:ShouldIaskhertosendthebrokennotebookback?Idon’twanttospendmoneyonshipping.B:Forsmallthingslikenotebooks,don’taskhertosenditback.Justtellhertotakeaphotoofthebrokencover(toshowAmazon)andthengivehertherefundornewnotebookrightaway.Itcostsalittle,butbuyerswillbehappier.Dialogue:After-salesServicesA:Anotherbuyer,Tom,lefta2-starreview.Hesaidhisnotebooktook10daystocome,butIusedFBA.HowcanIfixthis?B:First,replytohisreviewwhereeveryonecanseeit.SayFBAusuallyshipsfast,sorryhewaitedsolong,andofferhim10%offhisnextorder.Thensendhimaprivatemessagetoconfirm.Thisletsotherbuyersseeyouhelpsolveproblems.Also,checkAmazon’sFBAtrackingtofindwhyitwaslate—maybecustomsheldit—andstopitfromhappeningagain.Dialogue:After-salesServicesA:Whatifacustomersaysthenotebookisn’twhattheythought?Like,it’ssmallerthanIwrote.B:That’smymistakeintheproductinfo!Saysorryforthemix-up,offerarefundoranewone,andfixtheproductdescriptiontosaythesizeclearly(like“A5Size–14.8x21cm”).Fixingitwillstopmorecomplaints.Dialogue:After-salesServicesA:HowdoImakesurecustomersdon’tleavebadreviewsafterIhelpthem?B:Afteryoufixtheirproblem,sendashortmessage:“HiLisa,hopeyournewnotebookarrivedokay!Tellmeifyouneedanythingelse.”Mostbuyerswilllikethis—andifthey’rehappy,theymightchangetheirreviewto5stars.Dialogue:After-salesServicesA:Thanks,Mia!Iwasworriedaboutafter-sales,butnowit’seasy.B:You’rewelcome!Remember:goodafter-salesisn’tjustfixingproblems—it’sturningunhappybuyersintopeoplewhobuyagain.Andifyou’renotsure,Amazon’sSellerCentralhasasimpleafter-salesguidetoo!VocabularyandExpressions词汇及表达1.After-salesService/ˌɑːftə

ˈseɪlzˈsɜːvɪs/词性：n.（不可数短语）释义：售后服务，指商品销售后为解决买家问题（如退换货、投诉）提供的服务。例句：Iwasworriedaboutafter-sales,butnowit’seasy.VocabularyandExpressions词汇及表达2.BrokenCover/ˈbrəʊkənˈkʌvə/词性：n.（可数短语）释义：破损的封面，指商品外观部件（如笔记本封面）因运输或质量问题出现的损坏。例句：Shesaidthewoodennotebooksheboughthasabrokencover.VocabularyandExpressions词汇及表达3.FreeReplacement/friːrɪˈpleɪsmənt/词性：n.（可数短语）释义：免费更换品，指免费为买家提供的、替代损坏或不符商品的新商品。例句：givehertwochoices:getallhermoneyback,orgetanewnotebookforfree.VocabularyandExpressions词汇及表达4.ShippingCost/ˈʃɪpɪŋkɒst/词性：n.（可数短语，常用单数）释义：运费，指商品运输过程中产生的费用。例句：Idon’twanttospendmoneyonshipping.VocabularyandExpressions词汇及表达5.FBATracking/ˌefbiː

ˈeɪ

ˈtrækɪŋ/词性：n.（不可数短语）释义：亚马逊物流跟踪，指通过亚马逊FBA系统查询商品运输状态的功能。例句：checkAmazon’sFBAtrackingtofindwhyitwaslate.VocabularyandExpressions词汇及表达6.CustomsHeldIt/ˈkʌstəmzheldɪt/词性：v.（短语，“held”为动词，“customs”为名词）释义：海关扣留，指商品在入境时被海关暂时留存检查的情况。例句：maybecustomsheldit—andstopitfromhappeningagain.VocabularyandExpressions词汇及表达7.Follow-upMessage/ˈfɒləʊ

ʌpˈmesɪdʒ/词性：n.（可数短语）释义：跟进消息，指在解决买家问题后，发送的用于确认情况、表达关心的后续信息。例句：Afteryoufixtheirproblem,sendashortfollow-upmessage.VocabularyandExpressions词汇及表达8.RepeatCustom