《跨境电商沟通与交流》课件-Learning task 6

ComplaintandReplyaboutProductQualityTask6-LearningActivity1Cross-borderE-commerceCommunicationLearningObjectives1.Learncorevocabulariesrelatedtocomplaintandreplyaboutproductquality2.Learnusefulexpressionsandsentencesrelatedtocomplaintandreplyaboutproductquality3.Learnthewritingmethodsofreplyingtocustomers’complaintsaboutproductqualityWarming-upRecalloneunsuccessful

onlineshoppingexperienceofyourself.Whatwasthecauseofthisfailure?Possiblereasons:badqualitywrongquantity/styledelayedshipment……Ifyouareane-commercemerchant,howdoyousolvetheseproblemsforyourcustomers?InquiryandReplyaboutProductQualityLearningCoreVocabulariesStep1Flaw[flɔː]n.1acrackorfaultinsththatmakesitlessattractiveorvaluable裂痕；瑕疵LearningCoreVocabulariesStep123defect[ˈdiːfekt]n.afaultinsthorinthewayithasbeenmadewhichmeansthatitisnotperfect缺点；缺陷；毛病improper[ɪmˈprɒpə(r)]adj.wrong;notcorrect错误的；不正确的LearningCoreVocabulariesStep145electronic[ɪˌlekˈtrɒnɪk]adj.havingorusingmanysmallparts,suchasmicrochips,thatcontrolanddirectasmallelectriccurrent电子的；电子器件的texture[ˈtekstʃə(r)]n.thewayasurface,substanceorpieceofclothfeelswhenyoutouchit,forexamplehowrough,smooth,hardorsoftitis质地；手感LearningCoreVocabulariesStep16inferior[ɪnˈfɪəriə(r)]adj.notgoodornotasgoodassb/sthelse较差的；次的；比不上…的LearningCoreVocabulariesStep17harmful[ˈhɑːmfl]adj.causingdamageorinjurytosb/sth,especiallytoaperson'shealthortotheenvironment有害的，导致损害的LearningCoreVocabulariesStep18Refund[ˈriːfʌnd]n.asumofmoneythatispaidbacktoyou,especiallybecauseyoupaidtoomuchorbecauseyoureturnedgoodstoashop/store退款；返还款；偿还金额qualityproblem/issues qualitytestinferior-qualityproductproductmalfunctionfullrefundqualityauthenticationsub-qualityproductdefectiveitemsimproperusepartialrefundCommonPhrasesLearningUsefulExpressionsStep2Match

each

phrase

in

the

left

column

with

its

Chinese

meaning

in

the

right.A.质量认证B.次品C.质量检验D.使用不当E.瑕疵品F.质量问题G.不合格产品

H.全额退款I.部分退款

J.产品故障LearningUsefulSentencesStep3BrilliantSentencesTranslatetheEnglishsentencesintoChinese.1.Dissatisfiedcustomerscanreturntheproductforafullrefund.顾客如不满意可以全额退货。2.Weacceptunconditionalwithdrawalbecauseofqualityproblems.因质量产生的问题，我们接受无条件退货。3.Wewillsendyouanewoneimmediatelyandgiveyouabigdiscountfornextpurchase.我们将立即寄给你一个新的，并在您下次购买给你一个大折扣。4.Couldyoupleasekindlyreturnthedefectiveproducttous?您能把有质量问题的产品寄还给我们吗?5.Wecanprovidethespecifications,includingthetestreportandqualityauthentication.我们可以提供详细的产品说明书，包括检测报告和产品认证。LearningPracticalDialoguesStep4Pleasetrytoroleplaythefollowingdialogue,especiallypayattentiontotheunderlinedparts.

A:Dearcustomer,howcanIhelpyou?

亲，有什么能效劳的吗？B:It’saboutthegoodsdeliveredfromyourshoplastweek.

是关于你的店铺上周发来的货物。A:What’stheproblem?

有什么问题？B:The5boxesappearedtobeingoodcondition.However,whenIunpackedtheboxeswithgreatcare,Iwasdisappointedtofindthat2boxesofteaweretotallywetted.Thisisapictureofwettedtea.装货物的5个箱子完好无损，但当我小心地打开箱子后，有2箱茶叶完全受潮，这令我很失望。这是受潮茶叶的照片。LearningPracticalDialoguesStep4A:Really?That’ssomethingunexpected,wearesorrytolearnof.Althougheverypossibleattentionhasbeenpaidtoallyourorders,westillmadeamistakeinpacking.是吗？这真是出乎意料，我们非常遗憾。尽管我们对您的订单万分重视，但还是在包装中出现了失误。B:Ihopeyoucanresendthegoodsorrefundtome.

我希望你们能够重新发一批货物，或是退款给我。A:Wesincerelyapologizeforthetroublecausedtoyou.Wewillsend2boxesofteabyair-mailassoonaspossibleandrefundyou20%ofthetotalamountascompensation.我们为给您带来的麻烦表示诚挚的歉意。我们会尽快向贵方空运2箱茶叶，并退全款的20%作为补偿。LearningClassicCaseStep5

YourunastoresellingmicrowaveovenonAliExpress.AbuyernamedAndrewfoundthattheitemhereceiveddidn’twork.Heemailedyouandwantedtosolvethisproblem.

Andrew:IhavereceivedthemicrowaveoventhatIboughtfromyourstoreonDecember1st.WhenIunpackedthemicrowaveovenandtriedtouseit,Ifounditdidn’twork.Inviewofthisinconveniencethatthishascaused,Ifeelyoushouldgivemeareplacementorafullrefund.LearningClassicCaseStep5Example称呼买家的姓名感谢买家，同时道歉告诉买家你们为确保质量做出了不懈努力，解释导致损坏的可能原因并承担相应责任说明采取的措施和接下来的解决措施DearMr.Andrew,ThankyouforyouremaildatedDecember2nd.Weareverysorrytohearthatyourrecentpurchaseofourmicrowaveovendidn’tworkwell.Idoapologizeforthis,andamgladyoubroughtittomyattention.Sincewedidcarefullychecktheorderandthepackagetomakesureeverythingwasingoodconditionbeforeweshippeditout,wesupposethatthedamagemighthappenduringthetransportation.Anyway,theresponsibilitylieswithus.Willyoupleasekindlyreturnthemicrowaveoventous?Wewillsendyouanewoneimmediatelywhenwereceiveitandreimburseyouforthecostofpostage.Ifyoudon’twanttowaitanylonger,wewillrefundallyourmoneyandgiveyouabigdiscountfornextpurchase.Thanksforyourunderstanding.YoursSincerely,Name友好的结尾LearningClassicCaseStep4CaseAnalysis如果买家收到的货物有质量问题，买家有权将货物退回，并由卖家承担运费。因此，卖家在发货前务必对货物进行充分的检测，若发现产品有质量问题应及时联系厂家或上游供应商进行更换，避免因质量问题产生纠纷而造成退换货，毕竟跨境电商交易中退换货的运输成本是极高的。Hands-onactivity-skilltrainingStep6你在eBay平台上经营一家家用电器的店铺，一位越南客户Brian在你店铺购买了一款吹风机。今天你收到Brian的邮件，投诉吹风机不能正常运作，质量有问题。请给该客户回复邮件，说明解决方案。ComplainandReplyaboutProductDiscrepancyTask6-LearningActivity2Cross-borderE-commerceCommunicationLearningObjectives1.Learncorevocabulariesrelatedtocomplaintandreplyaboutproductdiscrepancy2.Learnusefulexpressionsandsentencesrelatedtocomplaintandreplyaboutproductdiscrepancy3.Learnthewritingmethodsofreplyingtocustomers’complaintsaboutproductdiscrepancyWarming-upWhenyoumeetproductdiscrepancyinyourownshoppingexperience,canyouguesswhatisthepossiblecauseofthisproblem?Possiblecauses:qualityproblemwronggoodsWrongquantity/color/size……Ifyouareane-commercemerchant,howtodealwiththeseproblemsforyourcustomers?ComplainandReplyaboutProductDiscrepancyLearningCoreVocabulariesStep11discrepancy[dɪsˈkrepənsi]n.adifferencebetweentwoormorethingsthatshouldbethesame差异；不符合；不一致LearningCoreVocabulariesStep123counterfeit[ˈkaʊntəfɪt]adj.madetolookexactlylikesthinordertotrickpeopleintothinkingthattheyaregettingtherealthing伪造的；仿造的；假冒的prohibit[prəˈhɪbɪt]v.tostopsthfrombeingdoneorusedespeciallybylaw禁止LearningCoreVocabulariesStep145match[mætʃ]v.iftwothingsmatchorifonethingmatchesanother,theyarethesameorverysimilar相同；相似；相一致impact[ˈɪmpækt]n.thepowerfuleffectthatsthhasonsb/sth巨大影响；强大作用LearningCoreVocabulariesStep16appease[əˈpiːz]v.tomakesbcalmerorlessangrybygivingthemwhattheywant安抚；抚慰LearningCoreVocabulariesStep17priority[praɪˈɒrəti]n.somethingthatyouthinkismoreimportantthanotherthingsandshouldbedealtwithfirst优先事项；最重要的事；首要事情productdiscrepancybeinconsistentwithbearlossunconditionalreturnpositiveinteractionhandleacomplaintconfirmationmessagedetailspage CommonPhrasesLearningUsefulExpressionsStep2Match

each

phrase

in

the

left

column

with

its

Chinese

meaning

in

the

right.A.承担损失B.处理投诉C.产品不符

D.确认信息E.详情页F.无条件退货G.与…不一致

H.积极沟通LearningUsefulSentencesStep3BrilliantSentencesTranslatetheEnglishsentencesintoChinese.1.Wewillrefundallyourmoneyorgiveyouareplacement.我们会给您全额退款或换货。2.Aslongasitisourresponsibility,wewillbearyourloss.只要是我方责任，我们一定承担您的损失。3.Wepromisethatwewillgiveyouasatisfactorysolutionbeforetomorrow.我们承诺明天之前会给您满意的解决方案。4.Wearesorryfortheinconveniencecausedandweappreciateyourkindlyunderstanding.我们很抱歉给您带来不便并请求您的理解。5.Wewillsendyoutherightproductwithinthreedaysandagifttoexpressourapology.

我们将在三天内寄给您正确的那款产品并赠送礼物以表达我们的歉意。LearningPracticalDialoguesStep4Pleasetrytoroleplaythefollowingdialogue,especiallypayattentiontotheunderlinedparts.

A:Dearcustomer,isthereanythingwrongwiththegoods?

亲，请问产品有什么问题吗？B:WhatIreceivedwasnotwhatIordered.Iboughtasweater,butIreceiveaskirt.

我收到的根本不是我订的产品。我买的是一件毛衣，但我收到的是一条裙子。A:I’msosorry!Let’scheckitrightaway.What’syourordernumber?

太抱歉了！我们马上查一下，您的订单号是多少呢？B:Theordernumberis211178899.

订单号是211178899。A:Okay，justamoment,please.Youareright,wesentyouthewrongitembymistake.好的，请稍等。没错，是我们发错货了。LearningPracticalDialoguesStep4B:Iknowthat!Well,dosomethingaboutthat!

这我知道，你们想想办法吧！A:We’llshiptherightitemrightaway.Andpleasesendthewrongitemtous,wewillaffordtheshippingfee.

我们会马上重新发货。也请您把发错的产品寄还给我们，运费我们承担。B:Isthatall?

仅仅如此吗？A:Wewillgiveyouapartialrefundof30%andsendyouacouponof$10fornextpurchase.我们会给您退款30%，并送您一张10美元优惠券，下次购物可用。B:Okay,thanks.

好的，谢谢。LearningClassicCaseStep5

Yourunastoresellingman’sclothingonAliExpress.AbuyernamedMikefromCanadaboughtanovercoatfromyourstoreseveraldaysago.Whenhereceivedtheitem,hefoundthatthematerialwasnotconsistentwiththedescription.

Mike：IorderedanovercoatundermyordernumberxxxxxxonJuly20th.Whenopeningtheparcelreceivedthismorning,Ifoundthattheovercoatismadeof97%cottonand3%spandexinsteadof100%wool.Thematerialistotallydifferentfromwhatyousaid.Iamverydisappointedwithmypurchase.Ilookforwardtoyourpromptreply.LearningClassicCaseStep5Example带有姓名的称呼语解释出错的原因说明为解决此事而采取的具体措施以致歉结尾DearMike,Thanksforyouremail,andIquiteunderstandyourannoyanceatfindingthematerialoftheovercoatyoureceivednotuptotheonewepromisedbefore.Fromwhatyousayitseemspossiblethatthemistakehasbeenmadeinthedeliveryoftheovercoatsincewehaveanotherovercoatwhichlooksexactlythesameasyoursbutmadeofdifferentmaterial.Wefeelsosorryfortheinconveniencewebroughttoyou.Wewillsendyoutherightonewithinthreedaysandourbest-sellingscarfasagifttoexpressourapology.Onceagain,pleaseacceptmyapologiesforthismistakeandtheinconvenience.Yourssincerely,Name感谢并对买家不满表示理解LearningClassicCaseStep5CaseAnalysis买家Mike显然对购买的大衣出现材质不符感到非常失望。卖家在安抚买家的同时应承认自身的错误，同时应给出令人信服的理由，并做出相应的补偿，让买家能真切感受到卖家解决问题的诚恳态度。Hands-onactivity-skilltrainingStep6你在Wish平台上经营一家男装店铺，一位俄罗斯客人King在店铺购买了一套西服。昨天，你收到King关于西服尺码不符的投诉邮件。他购买的衣服是L码，而收到的却是M码。请给该客户回复邮件，说明解决方案。ComplainandReplyaboutLogisticsDelayTask6-LearningActivity3Cross-borderE-commerceCommunicationLearningObjectives1.Learncorevocabulariesrelatedtocomplaintandreplyaboutlogisticsdelay2.Learnusefulexpressionsandsentencesrelatedtocomplaintandreplyaboutlogisticsdelay3.Learnthewritingmethodsofreplyingtocustomers’complaintsaboutlogisticsdelayWarming-upWhenyouhaveadeliveryproblemwhenshoppingonline,howdoyouusuallydealwithit?Possiblesolutions:waitwithpatiencecancel

theorderchangeanotherexpress……ComplainandReplyaboutLogisticsDelayLearningCoreVocabulariesStep11transit[ˈtrænzɪt]n.theprocessofbeingmovedorcarriedfromoneplacetoanother运输；运送；搬运；载运LearningCoreVocabulariesStep123unknown[ʌnˈnəʊn]adj.notknownoridentified未知的；不详的；未被确认的settle[ˈsetl]v.toputanendtoanargumentoradisagreement结束（争论、争端等）；解决（分歧、纠纷等）LearningCoreVocabulariesStep145restriction[rɪˈstrɪkʃn]n.aruleorlawthatlimitswhatyoucandoorwhatcanhappen限制规定；限制法规intangible[ɪnˈtændʒəbl]adj.thatdoesnotexistasaphysicalthingbutisstillvaluabletoacompany无形的（指没有实体存在的资本性资产）LearningCoreVocabulariesStep16overlook[ˌəʊvəˈlʊk]v.thepowerfuleffectthatsthhasonsb/sth巨大影响；强大作用LearningCoreVocabulariesStep178rectify[ˈrektɪfaɪ]v.toputrightsththatiswrong矫正；纠正；改正postpone[pəˈspəʊn]v.

toarrangeforanevent,etc.totakeplaceatalatertimeordate延迟；延期；展缓LearningCoreVocabulariesStep1reimburse[riːɪmˈbɜːs]v.9topaybackmoneytosbwhichtheyhavespentorlost偿还；补偿goodsintransitdeliveryaddressviciouscirclenogoodsreceivedcustomsdetentionintangibleassetpromptdeliveryoriginalgoodsreturnedCommonPhrasesLearningUsefulExpressionsStep2Match

each

phrase

in

the

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with

its

Chinese

meaning

in

the

right.A.未收到货B.无形资产C.即期交货D.海关扣留E.恶性循环F.在途货物G.货物原件退回H.收货地址LearningUsefulSentencesStep3BrilliantSentencesTranslatetheEnglishsentencesintoChinese.1.Weapologizesomuchfortheuncontrollabledelay.我们为不可控的延误而深表歉意2.Iquiteunderstandyourannoyanceatthedelayindelivery.我非常理解您对延迟发货的恼怒。3.Iamsureyouwillreceiveyourproductnomorethan3days.我相信不超过3天您就能收到货。4.JustnowIcheckedourshippingrecordthatthetrackingnumberforyourparcelisxxx.刚才我查了一下我们的运输记录，你的包裹的运单号是xxx。5.Iamsorrytochangethelogisticsmethodwithoutyourpermission.很抱歉在没有得到您的允许的情况下改变了物流方式。LearningPracticalDialoguesStep4Pleasetrytoroleplaythefollowingdialogue,especiallypayattentiontotheunderlinedparts.

A:Hello.你好。B:Hello,mayIhelpyou?您好，能为您效劳吗？A:IjustenteredtheDHLtrackingsitetoviewthelogisticsinformationofthegoods,andfoundthatmypackagehasbeenstuckinHongKongfor10days.Ithinkyoushouldgivemeareasonableexplanation.我刚刚登陆DHL站点查询商品的物流信息，结果发现我的东西在香港滞留了10天，请你给我一个合理的解释。B:Dearcustomer,I’msorry.Duetothetyphoon,allgoodstransshippedinHongKonghavebeenstuck.Pleaseunderstand.对不起，亲，由于台风的关系，所有在香港转运的货物都受到了影响，还请您理解。LearningPracticalDialoguesStep4A:Wellthen,doyouhaveanyideaofwhat’sgoingon?

那你有没有了解现在是什么情况？B:WehavebeenincontactwiththeHongKongsideduringthisperiod.Theystoppedworkingnowandwillresumetheirworkinthenexttwoorthreedays.Pleasebepatient.我们这期间一直跟香港那边联系，他们现在处于停工的状态，会在未来两三天内恢复工作，还请您耐心等待。A:Ihopeitcanbedeliveredassoonaspossible.希望能尽快送到。B:Pleasebeassuredthatoncetheredalarmislifted,Iwillcalltherelevantstaffimmediatelytoaskthemtodeliverthegoods.Toshowour