电子基础商务及英语 14

电子商务英语E-commerceEnglishLesson1CustomerInquiryandCommunicationUnit1E-commerceCustomerServiceSpecialistLesson2OrderProcessingandFollow-up

Lesson3CustomerRelationshipMaintenanceLesson1CustomerInquiryandCommunicationWarm-upDialogueRole-playTaskFurtherStudyReadingGoalLearntohandlecustomerinquiriesandcommunicatewithcustomers.Warm-upWritethecorrecttermbeloweachpicture.e-walletorderstatuschatbotcatalogdiscountcreditcard1._______________2.________________3._________________

discount

creditcard

orderstatusWarm-upWritethecorrecttermbeloweachpicture.e-walletorderstatuschatbotcatalogdiscountcreditcard4._______________5.________________6._________________

catalogchatbote-walletDialogue电子商务客服专员Allen（A）在回答顾客Grace（G）关于产品基本信息和促销活动的问题。A:Goodmorning!ThisisAllen,thee-commercecustomerservicespecialist.HowcanIhelpyou?G:Morning.Gracespeaking.I’vebeenseeingBingDwenDweneverywhere!I’dliketoknowmoreaboutit.A:Hi,Grace.Recently,BingDwenDwenhasgainedworldwidepopularity.ItscombinationofChinesecultureandtheOlympicspiritmakespeopleofallageslikeit.Dialogue电子商务客服专员Allen（A）在回答顾客Grace（G）关于产品基本信息和促销活动的问题。G:Nowonderit’ssopopular.What’sitmadeof？A:BingDwenDwen’sbodyismainlymadeofplushfabric,andthetransparentoutershellismadeofsilicone.G:Cool!Whatcolorisit?A:BingDwenDwenismostlywhite.TherearesomeOlympic-relatedcoloredpatternsonitsfaceandbody,likeblue,red,andyellow.Dialogue电子商务客服专员Allen（A）在回答顾客Grace（G）关于产品基本信息和促销活动的问题。G:Gotit.Arethereanypromotions?A:Now,ifyoubuytwoitems,youcangeta10%discount.G:Thatsoundsgreat.I’llthinkaboutit.Thanks!A:Mypleasure.Ifyouhaveanyotherquestions,pleasefeelfreetocall.Haveaniceday!DialogueA.DecidewhetherthestatementsareTrue(T)orFalse(F).()1.Graceisane-commercecustomerservicespecialist.()2.BingDwenDwenisnotpopularoutsideChina.()3.ThedesignofBingDwenDwencombinesChinesecultureandtheOlympicspirit.()4.Graceisencouragedtocallifshehasanyquestions.

F

F

T

TDialogueB.Chooseaproperansweraccordingtothedialogue.()1.WhoisGrace?A.Acustomerservicespecialist.B.Acustomerservicemanager.C.Acustomer.()2.WhyisBingDwenDwensopopular?A.Becauseofitsmoderndesignandlowprice.B.BecauseofitscombinationofChinesecultureandtheOlympicspirit.C.Becauseofitssimpleshapeandlightweight.

C

BDialogueB.Chooseaproperansweraccordingtothedialogue.()3.WhatisBingDwenDwen’sbodymainlymadeof?A.Cotton.B.Plastic.C.Plushfabric.()4.WhatcolorisBingDwenDwenmostly?A.White.B.Yellow.C.Red.

C

ARole-playMakeadialoguebetweenAllenandGraceabouttheBingDwenDwen’smaterials,colors,andongoingpromotions.ReadingShoppingonlineiseasy.First,findtheitemsyoulikeandaddthemtoyourcart.Then,checkyourcartcarefullytomakesure1everythingiscorrect.Afterthat,chooseyourpaymentmethod.Youcanpaywithacreditcard,debitcard,orpopulare-walletapps.ReadingOnceyoupay,thesellerwillstartpreparingyourorder.Usually,theywillshipyouritemswithin1to3days.Ifit’saspecialproductoronsale2,itmighttakealittlelonger.Youcanchecktheorderstatusonthewebsitetoknowwhenyouritemswillarrive.Happyshopping!Reading1.Chinesee-commerceplatformshave___________increasingglobalpopularity.2.Ifindcross-borderonlineshoppingveryconvenientand___________areoftenavailable.3.Thecompanyplaceda(n)___________forover1millionsetsofNeZha2merchandisebecauseofthehugesuccessofthefilm.4.Mostoftheproductsare___________directlyfromfactoriesorwarehousesinChina.A.Fillintheblanksandchangetheformsifnecessary.ordershipdiscountgain

gained

discounts

order

shippedReading1.makesure确保练习：Westandreadytomakesureyourordersarrivesmoothly.中文：_______________________________________________________B.Learntheimportantphrasesinthetext.

我们随时做好准备，确保您的订单顺利送达。Reading2.onsale折价销售练习：Heboughtasportsjacketonsaleonane-commerceplatform.中文：_______________________________________________________B.Learntheimportantphrasesinthetext.他在一个电子商务平台上买了一件打折的运动夹克。TaskGroupdiscussion:talkaboutmeasuresforoptimizingthepre-salescustomerserviceprocess.FurtherStudyLearnaboutmeasuresforoptimizingthepre-salescustomerserviceprocess.Discusswithyourpartnerandunderstandthekeypoint.Toimprovethepre-salescustomerserviceprocessandenhancetheshoppingexperience,wecantakeseveralsteps.First,traincustomerservicestafftoanswerproductquestionsaccuratelyandquicklywherecustomersmayhavedoubtsaboutproductdetails.Second,createaFAQ(FrequentlyAskedQuestions)sectiononthee-commerceplatformforcommonqueri