《跨境电商沟通与交流》课件-Learning task 7

InviteCustomerstoLeavePositiveCommentsTask7-LearningActivity1Cross-borderE-commerceCommunicationLearningObjectives1.Learncorevocabulariesofinvitingcustomerstoleavepositivecomments2.Learnusefulexpressionsandsentencesofinvitingcustomerstoleavepositivecomments3.LearnaboutthewritingmethodsofinvitingcustomerstoleavepositivecommentsWarming-upDoyouleavecommentsforgoodsaftershoppingonline?Whatkindsofcommentsdoyouusuallyleave?Possiblecomments:objectiveevaluationpraiseforservicecomplainabout

quality……InviteCustomerstoLeavePositiveCommentsLearningCoreVocabulariesStep11comment[ˈkɒment]n.somethingthatyousayorwritewhichgivesanopiniononorexplainssb/sth议论；评论LearningCoreVocabulariesStep123positive[ˈpɒzətɪv]adj.directedatdealingwithsthorproducingasuccessfulresult积极的；建设性的；朝着成功的awareness[əˈweənəs]n.knowingsth;knowingthatsthexistsandisimportant;beinginterestedinsth知道；认识；意识；兴趣LearningCoreVocabulariesStep145review[rɪˈvjuː]n.anessayorarticlethatgivesacriticalevaluation评价；评论evaluation[ɪˌvæljuˈeɪʃn]n.anappraisalofthevalueofsomething评价LearningCoreVocabulariesStep16favorable[ˈfeɪvərəbl]adj.encouragingorapprovingorpleasing赞许的；赞同的LearningCoreVocabulariesStep178feedback[ˈfiːdbæk]n.advice,criticismorinformationabouthowgoodorusefulsthorsb'sworkis反馈的意见（或信息）reward[rɪˈwɔːd]n.athingthatyouaregivenbecauseyouhavedonesthgood,workedhard,etc.奖励；回报；报酬LearningCoreVocabulariesStep19loyalty[ˈlɔɪəlti]n.thequalityofbeingfaithfulinyoursupportofsb/sth忠诚；衷心positivecommentwordofmouthpositiveratioreferencevaluebrandawarenessexposurerate  customerloyaltypersonalexperiencedrivingforceCommonPhrasesLearningUsefulExpressionsStep2Match

each

phrase

in

the

left

column

with

its

Chinese

meaning

in

the

right.A.参考价值B.好评C.个人体验D.口碑E.驱动力F.曝光率G.卖家好评率H.

客户忠诚度I.品牌意识LearningUsefulSentencesStep3BrilliantSentencesTranslatetheEnglishsentencesintoChinese.1.Wewouldreallyappreciateitifyouwouldleaveusyourpositivecomment.如果您给我们好评，我们将不胜感激。2.Yourfavorablecommentsarethedrivingforceofourcontinuousefforts.您的好评是我们不断努力的动力。3.

Pleasekindlyclickthefollowinglinkandleaveyourcommentsonourproductandservice.请您点击以下链接评价我们的产品和服务。4.

Improvingcustomers’loyaltyandsatisfactionisourgoal.提升客户忠诚度和满意度是我们的目标。5.

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。LearningPracticalDialoguesStep4Pleasetrytoroleplaythefollowingdialogue,especiallypayattentiontotheunderlinedparts.

A: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？B: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。A:Don’tworry.Ourshirtsarealmostnocolorshading.

不用担心，我们的衬衫几乎不会褪色。B:Well,that’sgood.

好的，那不错。LearningPracticalDialoguesStep4A:Ifyoulikeourproducts,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,I’llmakeagoodcustomerreview.

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。LearningClassicCaseStep5

Within2-3daysafterthegoodsarereceived,thesellercantaketheinitiativetoaskthebuyerwhetherheorsheissatisfiedwiththeproduct.Ifthebuyerfeelssatisfied,thesellercaninvitethebuyertoleaveafavorablecomment.However,ifthereisanyproblemordissatisfaction,askingthebuyertocontactyoubeforeleavinganegativecomment.LearningClassicCaseStep5Example带有姓名的称呼语致谢，告知买家来信的目的说明买家好评的重要性如果买家有不满意的地方，保证尽力解决表达诚挚的工作态度DearSir/Madam,Thankyouforyourorder.AspartofCustomerSatisfactionteam,Iwanttoreachouttolearnwhetheryouhavereceivedtheproduct.Ijustwantedtomakesurethatyou'rehappywithourproduct.Ifyouhaveanyissues,pleasereplytothismessagesoIcanmakeitright.We'reasmallbusinessandwecan’texistwithoutyourcommentsandreviews.Yourcommentissoimportanttous!Ifyouthinkwe'vedoneagoodjob,Iwouldreallyappreciateitifyouwouldleaveusyourpositivecomment.Ifyou'renotsatisfied,letusmakeitrightbeforeleavingnegativecomment.Emailusandwewilldowhateverittakestomakeyouhappy.Iwanttopersonallythankyouforbeingoneofourcustomers.Weloveourcustomersandwillalwaysbehereifyouneedus.YoursSincerely,NameLearningClassicCaseStep5CaseAnalysis好评对于跨境电商至关重要。它不仅增强了消费者对产品的信任度，提高了购买的意愿，还为商家建立了良好的口碑。在竞争激烈的国际市场中，好评往往成为消费者选择商品的关键因素之一。此外，好评有助于提升商家在平台上的排名，增加曝光率，进而带来更多的潜在客户。以上案例中，卖家邀请买家对自己的产品进行好评，向顾客阐明好评对商家的重要性，并表示会及时处理买家遇到的问题，这正是跨境电商积极管理客户评价的正确做法，这样可以确保提供高质量的产品和服务，以赢得更多好评，从而促进业务的持续发展。Hands-onactivity-skilltrainingStep6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。ReplytoCustomers’CommentsTask7-LearningActivity2

Cross-borderE-commerceCommunicationLearningObjectives1.Learncorevocabulariesofreplyingtocustomers’positiveandnegativecomments2.Learnusefulexpressionsandsentencesofreplyingtocustomers’positiveandnegativecomments3.Learnaboutthewritingmethodsofreplyingtocustomers’positiveandnegativecommentsWarming-upInwhatsituationwillyouleavenegativecommentsinyourownonlineshoppingexperience?Possiblesituations:lowqualityproductsproductdiscrepancylogisticsdelay……ReplytoCustomers’CommentsLearningCoreVocabulariesStep11negative[ˈneɡətɪv]adj.consideringonlythebadsideofsth/sb消极的；负面的LearningCoreVocabulariesStep123unsatisfied[ˈpɒzətɪv]adj.nothavinggotwhatyouhoped;nothavinghadenoughofsth不如意的；失望的；未得到满足的dissatisfaction[ˌdɪsˌsætɪsˈfækʃn]n.afeelingthatyouarenotpleasedandsatisfied不快；不悦；不满意LearningCoreVocabulariesStep145revise[rɪˈvaɪz]v.tochangeyouropinionsorplans,forexamplebecauseofsthyouhavelearned改变，修改（意见或计划）modify[ˈmɒdɪfaɪ]v.tochangesthslightly,especiallyinordertomakeitmoresuitableforaparticularpurpose调整；稍作修改；使更适合LearningCoreVocabulariesStep16convince[kənˈvɪns]v.topersuadesbtodosth说服，劝说（某人做某事）LearningCoreVocabulariesStep178adverse[ˈædvɜːs]adj.negativeandunpleasant;notlikelytoproduceagoodresult不利的；有害的；反面的expectation[ˌekspekˈteɪʃn]n.astrongbeliefaboutthewaysthshouldhappenorhowsbshouldbehave期望；指望makeupfor financialburdenmakeimprovementsworkablesolutionrevisecommentmakeattemptstodoliveuptoexpectationsobjectiveevaluationCommonPhrasesLearningUsefulExpressionsStep2Match

each

phrase

in

the

left

column

with

its

Chinese

meaning

in

the

right.A.修改评价B.可行的解决方案C.客观评价D.尝试去做某事E.经济负担F.做出改进G.达到预期H.

弥补LearningUsefulSentencesStep3BrilliantSentencesTranslatetheEnglishsentencesintoChinese.1.Wefeelverysorrythatyouareunsatisfiedwithourproduct.对于您对我们的产品不满意，我们深表抱歉。2.Wehopeyouwillreviseyournegativecommentintoapositiveone.我们希望您将差评改为好评。3.Formaliciousbadcomments,wewillprovidephotoevidencetoAmazon.对于恶意的差评，我们将向亚马逊提供图片证据。4.Therateofbadreviewswilldirectlyaffecttherankingofstores.差评率会直接影响店铺的排名。5.

Weshouldresendtherightitemwiththeleastpossibledelayandgiveyouan

additionaldiscountifyoucouldkindlyrevisethecomment.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。LearningPracticalDialoguesStep4Pleasetrytoroleplaythefollowingdialogue,especiallypayattentiontotheunderlinedparts.

A:Hi,dearcustomer.Thankyouforshoppinginourstore.Wenoticedthatyougaveusaneutralcomment.Canyoutellmearethereanythingwrongwithourproductorservice?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。B:Oh,yourproductisgood,buttheattitudeofyourcustomerservicewasverybad.哦，你们的产品还是不错的，但是客服的态度很不好。A:Iapologizeforher.Ifpossible,couldyousendmeascreenshotofthecharthistory?我代替她向您道歉。如果可以的话，您能将聊天记录截图发给我吗？B:Sure.

可以。LearningPracticalDialoguesStep4A:Okay,thanks.Indeed,theattitudeofthecustomerserviceisverybad,we’llsettlethisallthen.We’resorryforthenegativeeffectcausedtoyou,butwestillhopeyoucanreconsidertogiveusagoodfeedback.Wearewillingtogiveafavorablediscountinyournextpurchase.

好的，谢谢。的确，客服的态度很不好，我们一定会处理这件事的。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。B: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。LearningClassicCaseStep5RelytotheNegativeComments

DearMissStevens,Thankyouforpurchasinginourstore.Wefeelverysorrythatyouareunsatisfiedwithourproductorservice.Pleaseacceptoursincereapology.Wewillbemorecarefulnexttime,andtryourbesttobemoreprofessional.Asanewstore,customers’commentsplayaveryimportantroletoourshop,sowehopethatitwillbeachancetohelpustoreviseyournegativecommentintoapositivecomment.Ifyoucouldkindlyrevisethecomment,wewouldresendtherightitemwiththeleastpossibledelayandgiveyouanadditionaldiscountof20%.Manythanksforyoursupportandyourkindunderstanding.Iamlookingforwardtoyourreply.

BestWishes,NameLearningClassicCaseStep5

DearMissStevens,Thankyouforp