跨境電子商務(wù)英語 Unit 11 課件

跨境電子商務(wù)英語Unit11

TransactionEvaluationofCross-BorderE-CommerceUnitObjectives:Learnhowtogivefeedbacktofive-starreviews.Learnhowtodealwithbadcustomerreviews.Learnhowtoleavefeedbackforbuyers.Unit11TransactionEvaluationofCross-BorderE-CommerceFive-StarPraiseandFeedback1NegativeReviewandFeedback23CONTENTS目錄

Seller’sEvaluationoftheBuyer1Five-StarPraiseandFeedbackWarming-upCirclethephrasesthatarenewtoyouandlookthemupinthedictionary.ReadthemaloudandwritedowntheirChinesemeanings.正面評論負(fù)面評論五星好評高度評價(jià)Part1Five-StarPraiseandFeedback（1）positivereview（2）negativereview（3）fivestarreview（4）high-ratedreviewWarming-upCirclethephrasesthatarenewtoyouandlookthemupinthedictionary.ReadthemaloudandwritedowntheirChinesemeanings.客戶評價(jià)發(fā)表評論自動反饋惡意評論（5）customerreview（6）postreviews（7）automatedfeedback（8）maliciousreviewPart1Five-StarPraiseandFeedbackWarming-up2.GroupDiscussion.Workingroupsanddiscusswithyoupartner(s)whichfactorplaysmostimportantroleincustomerreviewsandfeedback.Part1Five-StarPraiseandFeedbackListeningListentothefollowingsentencesandfillintheblanks.Part1Five-StarPraiseandFeedbackListeningListentothefollowingsentencesandfillintheblanks.(1)Whenafive-starreviewdoescomein,itisoneofthegreatestfeelingsintheworld—alittlerecognitionthatyourhardworkis

.(2)Youshouldnotjustletthat

sitonyourpage;youshouldtakethetimetoreplyandmaintaintheconversationwithyourhappycustomer.(3)Letthecustomerknowthatyou’llbesharingtheir

withtherestofyourstaff—especiallythosewhoarenamedinthereviewitself.(4)

playasignificantrolewhenitcomestocustomerconversions;peoplerelyonthemtodiscernwhetheryou’retrustworthy.(5)Whenyouaskacustomerifthey’veenjoyedthemselvesandtheysayyes,simplyfollowupbyaskingiftheywouldn’tmind

yourbusinessonline.payingofffive-starratingfeedbackOnlinereviewsreviewingPart1Five-StarPraiseandFeedbackSpeakingAChineseselleriscontactingabuyerafterthepackagehasbeendelivered.Completethefollowingdialoguewiththesentencesorexpressionsinthebox.Tips:Nomatterasabuyerorseller,weshouldalwaysbeobjectiveandfair.Part1Five-StarPraiseandFeedbackSeller：DearMadam,(1)

.We(2)

onDecember8th.(3)

?Buyer:Yes,IgotitlastFriday.Thankyou.Seller:Ourpleasure.(4)

thehandbag.Buyer:Iamquitehappywiththeproduct.Everythingisgoodsofar.Seller：Goodtoknowthat.Now(5)

?Buyer:Don’tworry.I’llmakeagood(6)

.DCAFBEA.DidyougetthepackageB.wouldyoukindlypostsomepositivefeedbackC.learnedfromthestatusthatthepackagewasdeliveredD.thanksforshoppingwithusE.customerreviewF.We’dliketoknowifyouaresatisfiedwithPart1Five-StarPraiseandFeedbackReadingTipstoGenerateFive-StarReviewsPart1Five-StarPraiseandFeedbackTips:Weshouldalwayshavethecraftsmanspiritofexcellence,haveseriousandresponsibleprofessionalattitudetowardstheenterprise.Reading:Words:generate/?d?en?re?t/vt.生成;產(chǎn)生review/r??vju?/n.評論quality/?kw?l?ti/adj.優(yōu)質(zhì)的fulfill/f?l?f?l/vt.履行;實(shí)現(xiàn)outright/?a?tra?t/adv.全部地;率直地positive/?p?z?t?v/adj.肯定的;正面的technically/?tekn?kli/adv.技術(shù)上Ad(advertisement)/?d?v??t?sm?nt/n.廣告rebate/?ri?be?t/v.退還（部分付款）ecosystem/?i?k??s?st?m/n.生態(tài)系統(tǒng)premium/?pri?mi?m/adj.優(yōu)質(zhì)的guideline/?ɡa?dla?n/n.指導(dǎo)方針genuine/?d?enju?n/adj.真實(shí)的template/?temple?t/n.模板instant/??nst?nt/adj.立即的notification/?n??t?f??ke??n/n.通知negative/?neɡ?t?v/adj.否定的；負(fù)面的customized/?k?st?ma?zd/adj.定制的;用戶化的campaign/k?m?pe?n/n.活動maximize/?m?ks?ma?z/v.（使）增加到最大限度Part1Five-StarPraiseandFeedbackReading:Expressions:humannature人性termofservice服務(wù)條款get…offtheground從……開始;起步postreview發(fā)表評論financialinterest經(jīng)濟(jì)利益greyarea含糊不清之處;灰色地帶complywith照做;遵守automatedfeedback自動反饋longterm長期（的）high-ratedreview高度評價(jià)atone’sdisposal由某人支配Part1Five-StarPraiseandFeedbackKeySentences:It’simportanttokeepinmindthatitisagainstAmazon’stermsofservicetooutrightaskforpositivereviews.重要的是要記住，直接要求正面評價(jià)是違反亞馬遜的服務(wù)條款的。Youcanaskfriendsandfamilytopostreviews,whichisonlytechnicallyagainstthetermsofserviceiftheyhaveafinancialinterestinyourproducts.您可以讓您的朋友和家人發(fā)表評論，但如果他們從您的產(chǎn)品獲得經(jīng)濟(jì)利益，這在技術(shù)上是完全違反服務(wù)條款的。Part1Five-StarPraiseandFeedbackKeySentences:Ifyouwanttoreceivefive-starreviewsthatreallystickoverthelongterm,fullycomplywithAmazonguidelines,and,mostimportantly,resultingenuinehigh-ratedreviews,considerFeedbackWhiz.如果您想要在遵守亞馬遜的指導(dǎo)方針的前提下長期獲得五星評價(jià)，最重要的是，得到真正的高評價(jià)，可考慮使用“FeedbackWhiz”這一系統(tǒng)工具。Youcanalsocreatecustomizedemailcampaignstomaximizepositivefeedback.您還可以創(chuàng)建定制的電子郵件活動，從而使好評反饋?zhàn)畲蠡art1Five-StarPraiseandFeedbackExercises:1)Usethewordsintheboxtocompletethesentencesbelow.customizedpositiverebatequalitytemplate(1)The

productswereneatlylaidoutintheexhibitionhall.(2)Youhavetohavea

approachduringthistimeorthecompanywillseeyouaspartoftheprobleminsteadofpartofthesolution.(3)You’llreceivea30percent

onthefullcostofyourinvestment,includinginstallation.(4)Alltheworkyoudoatthisphasecreatesabetter

.(5)Fromhere,youcanselecttheproductsyouwanttoincludeonyour

portalpage.qualitypositiverebatetemplatecustomizedPart1Five-StarPraiseandFeedbackExercises:2)Fillintheblankstocompletethetranslationofthefollowingsentences.(1)你的這一條說明違反了本平臺的服務(wù)協(xié)定，請及時(shí)修改。Yourdescriptionofthisarticleisagainstthe

onthisplatform,pleasemodifyitintime.(2)新企業(yè)的起步或舊企業(yè)的擴(kuò)張都需要資本。Ittakescapitaltogetanewbusiness

orexpandanoldone.(3)如果您未能遵守本合同的條款和條件，則戴爾沒有義務(wù)向您提供服務(wù)。Ifyoufailto

thetermsandconditionsofthisContract,thenDellisnotobligatedtoprovidetheservicetoyou.(4)從長遠(yuǎn)來看，這將使我們能夠以更低的價(jià)格交付更好的特性，最終使我們的客戶受益。Inthe

,thiswillallowustodeliverbetterfeatureswithalowerprice,conclusivelybenefitingourcustomer..(5)另一方面，處理例外是一個(gè)灰色區(qū)域。Handlingexceptions,ontheotherhand,isa

.offthegroundcomplywithlongtermgreyareatermsofservicePart1Five-StarPraiseandFeedbackExercises:3)Answerthefollowingquestions.(1)

Willcustomersleaveyougoodreviewsaslongasyouprovidequalityproduct?Somemay,butmostwon’t.It’sjusthumannature.They’vegotwhattheywant,whywouldtheyfeeltheneedtoputanyworkintoleavingareview.(2)Howmanywaysyoucangetreviews?Therearefourways.First,topayAmazonforthefirstfivereviews.Second,toaskfriendsandfamilytopostreviews.Third,tobuyFacebookAdstorequestreviewsandofferrebatesforbuyingyourproducts.Fourth,tomanageyourreviewsusingapremiumautomatedfeedbackmanagementtool.Part1Five-StarPraiseandFeedbackExercises:3)Answerthefollowingquestions.(3)Whatis“FeedbackWhiz”?Itisanautomatedfeedbackmanagementtool,whichprovidesemailtemplatestosendfollow-upmessagestocustomerordersanditalsoallowsyoutogetinstantnotificationwhennegativereviewsarepostedandmanagepositiveresponses.Youcanalsocreatecustomizedemailcampaignstomaximizepositivefeedback.Part1Five-StarPraiseandFeedback2NegativeReviewandFeedbackPart2NegativeReviewandFeedback1.MatcheachwordwithitsChinesemeaning.Warming-uphandle

A.充分的reputationB.刪除solidC.名聲promptlyD.不足removeE.迅速地updateF.問題issueG.處理inadequacyH.更新Warming-up2.GroupDiscussion.Workingroupsanddiscusswithyoupartner(s)howtodealwiththebadreviewsandfeedbackduringCBECtransaction.Part2NegativeReviewandFeedbackListeningListentothefollowingsentencesandfillintheblanks.Part2NegativeReviewandFeedbackListeningListentothefollowingsentencesandfillintheblanks.(1)Fromaconsumerstandpoint,

canadverselyimpactyourbusinessandcandrivedownyourlistingonconsumerreviewsites,makingithardertobefound.(2)Promptlyrespondingto

showsyourcustomersthatyoucareandvaluetheiropinions.(3)Evenifitisnotyourfault,makesureto

thesituationpolitely(4)Askthecustomertocontactyoudirectly,outsideofthe

,todiscussthesituationfurtherandremindthemtherearerealpeoplebehindthescreenthatcare.(5)Wordsaregood,butthebestwaytoapologizeistooffersometypeofrecompensefortheinconveniencesuchasa

.Part2NegativeReviewandFeedbacknegativereviewsbadreviewsapologizeforreviewplatformgiftcardordiscountSpeakingAChineseselleriscontactingabuyeronsomefeedback.Pleasetrytoroleplaythefollowingdialogue,especiallypayattentiontotheunderlinedparts.Part2NegativeReviewandFeedbackTips:Weshouldalwaysfocusonthemarketandhavecreativethinking.UnderlinedSentencesandExpressions：Ittookmorethan50daysafterIplacedtheorder.我下單后，隔了50多天才收到（它）。Insomecases,itisupto90days.在某些情況下，（這一時(shí)間）長達(dá)90天。Weimmediatelysentouttheparcelthedayafterreceivingyourpayment.我們在收到您付款后的第二天立即寄出了包裹。Wealwaystryourbesttodoourpart.我們始終是在盡力而為。I’msosorrythatyouhadtowaitsuchalongtime.您得等待這么長時(shí)間，我感到很抱歉。outofseason過季refund退款Wouldyoureconsideryourfeedback?您能否重新考慮您（給出）的評價(jià)？Part2NegativeReviewandFeedbackReading4TipstoDealwithNegativeCustomerReviewsPart2NegativeReviewandFeedbackTips:Atanytime,weshouldnotneglectdisadvantagesofourselvesorproductsandtryeveryefforttomakethemup.Weshouldalwaysbelieveintheteamspirit.Reading:Words:handle/?h?ndl/v.處理；對付（某人或某事）acknowledge/?k?n?l?d?/vt.承認(rèn)resolve/r??z?lv/vi.解決irresponsible/??r??sp?ns?bl/adj.不負(fù)責(zé)任的feasible/?fi?z?bl/adj.可行的key/ki?/n.關(guān)鍵inadequacy/?n??d?kw?si/n.不足gap/ɡ?p/n.缺陷instill/?n?st?l/vt.建立update/??p?de?t/vt.&n.更新remove/r??mu?v/vt.刪除visible/?v?z?bl/adj.看得見的reputation/?repju?te??n/n.名聲hesitate/?hez?te?t/vi.躊躇，猶豫promptly/?pr?mptli/adv.迅速地；立即地issue/???u?;??sju?/n.問題solid/?s?l?d/adj.充分的Part2NegativeReviewandFeedbackReading:Expressions:figureout想出；弄明白focuson集中于bewillingto樂意做某事star-basedrating星級評定overallrating整體評級discountcode折扣碼giftcard禮品卡exclusiveoffer獨(dú)家優(yōu)惠Part2NegativeReviewandFeedbackKeySentences:Instead,focusonresolvingtheissueandensureitwon’thappenagainbyfixinginadequaciesandgapsinyoursystemsandprocesses.相反，應(yīng)該專注于解決問題，并通過修正系統(tǒng)和流程中的不足和差距來確保它不會再次發(fā)生。Forexample,youcanofferdiscountcodes,giftcards,orexclusiveoffersfrompartnercompanies.例如，你可以提供折扣碼、禮品卡或合作公司的獨(dú)家優(yōu)惠。Part2NegativeReviewandFeedbackExercises:1)Tellwhethereachofthefollowingstatementsistrue(T)orfalse(F).(1)

Whenpeopledon'ttrustyou,theyaremorelikelytoleavenegativereviewsandlesslikelytocontactyoudirectly.(2)

Aslongasyou’veapologizedandsolvedtheproblem,youneedtodonothingelse.(3)

It'simpolitetoaskyourcustomerstoremoveand/oreditnegativereviewstosharehowyourespondedpromptlyandfixedtheissue.(4)

1-starreviewswillreflectonyouroverallrating.(5)

Youcanencourageyourcustomerstoleavepositivereviewsbyofferingdiscountcodes,giftcards,orexclusiveoffersfrompartnercompanies.Part2NegativeReviewandFeedbackTFFTTExercises:2)Fillineachblankwiththecorrectformofthegivenword.(1)Wemustfindawayto

theseproblemsbeforeit'stoolate.(resolution)(2)Itisunfortunatethattheychoosetotakethis

action.(responsible)(3)Thecompanyhadto

6,500agentsfromitspayrollandturnthemintoindependentcontractors.(removal)(4)Whenthecompanyrecentlyannounceddismalearnings,itsshares

fell10%andhavenotrecovered.(prompt)(5)Intheeventofdifficulties,pleasedonot

tocontactourCustomerServiceDepartment.(hesitation)Part2NegativeReviewandFeedbackresolveirresponsibleremovepromptlyhesitateExercises:3)Translatethefollowingsentencesbyusingtheprovidedexpressions.Part2NegativeReviewandFeedback(1)我們正試圖找出解決爭端的辦法。（figureout）

Wearetryingtofigureoutawaytoresolvethedispute.(2)賣家希望買家愿意為增加的功能支付更多的錢。（bewillingto）Sellershopethatbuyerswillbewillingtopaymorefortheaddedfeatures.(3)所有的游戲都是根據(jù)它們的整體評分以及游戲中的特定內(nèi)容進(jìn)行分類的。（overallrating）Allthegamesarecategorizedbytheiroverallratings.Exercises:3)Translatethefollowingsentencesbyusingtheprovidedexpressions.(4)任何完成申請流程的開發(fā)人員或公司都將獲得一個(gè)折扣碼，以降低參加的注冊成本。（discountcode）Anydeveloperthatcompletestheapplicationprocesswillreceiveadiscountcode.(5)令人欣慰的是，我們的客戶對這一獨(dú)家優(yōu)惠反應(yīng)如此熱烈。（exclusiveoffer）Itisgratifyingtoknowthatourcustomersrespondedsoenthusiasticallytothisexclusiveoffer.Part2NegativeReviewandFeedback3Seller’sEvaluationoftheBuyerWarming-upLearnthefollowingwordsandexpressionsandwritedowntheirChinesemeanings.（1）automation（2）publicity（3）complaint（4）unfair（5）handy（6）reciprocal（7）hostage（8）trigger自動操作公共宣傳抱怨；投訴不公平的Part3Seller'sEvaluationoftheBuyer便利的相互的要挾觸發(fā)ListeningListentothefollowingpassageandfillintheblanks.Part3Seller'sEvaluationoftheBuyerFeedbackSystemoneBayFeedbackisavoluntarywayforeBayuserstorateeachotherduringorafteratransaction,to(1)otherusersoftheexperience.Feedbackscoresarenotednexttoeverymember's(2)andaretheclearestindicationofthe(3)reputationoneBay.IntheearlyyearsofeBay,itwaspossibleforbothbuyersandsellerstoleavepositive,(4)neutralornegativefeedback.Nowadays,thefeedbacksystemhasbeenreduced,withsellersonlyabletoleave(5)

forbuyers.TheexplanationfromeBaydetailsthatthechangewasinitiatedtoencouragebuyerstoreflecton(6)

honestlywithoutfearofnegativefeedbackfromsellers.Part3Seller'sEvaluationoftheBuyerinformuserIDbuyerorseller'sneutralornegativepositivefeedbacktheirexperienceSpeakingOwenandJessicaaretwosellersoneBay,theyarediscussingchangestoeBay’sevaluationsystem.Pleasetrytoroleplaythefollowingdialogue,especiallypayattentiontotheunderlinedparts.Part3Seller'sEvaluationoftheBuyerUnderlinedSentencesandExpressions：theratingsystemofsellerratingwithremarkofnegative,neutralorpositive賣家評分的評分系統(tǒng)，帶有好評、中評、差評（功能）refuseanorderofabuyerwhoremarkedtoomuchnegativecomments拒絕來自差評過多的買家的訂單implementedasystemofsellerratingswithfourcategories實(shí)行了四個(gè)類別的賣家評分機(jī)制sellersareonlyabletoleavepositivefeedbackforbuyers賣家只能給買家留下好評encouragebuyerstoreflectontheirexperiencehonestlywithoutfearofnegativefeedbackfromsellers鼓勵買家如實(shí)反饋?zhàn)约旱捏w驗(yàn)，而不必?fù)?dān)心賣家給其差評havehigherexpectations有更高的期待Part3Seller'sEvaluationoftheBuyerReadingWhentoLeaveFeedbackforBuyersoneBayPart3Seller'sEvaluationoftheBuyerReading:Words:reciprocal/r??s?pr?kl/adj.互惠的；相互的incentive/?n?sent?v/n.動機(jī)；刺激hostage/?h?st?d?/n.要挾handy/?h?ndi/adj.便利的；手邊的automatically/???t??m?t?kli/adv.自動地automation/???t??me??n/n.自動操作publicity/p?b?l?s?ti/n.公共宣傳complaint/k?m?ple?nt/n.抱怨bother/?b?e?(r)/v.操心，麻煩oxymoronic/??ks??m??r?ni?k/adj.矛盾的moronic/m??rɑ?n?k/adj.低能的Part3Seller'sEvaluationoftheBuyerReading:Expressions:accessto有權(quán)使用sidebonus額外的好處Part3Seller'sEvaluationoftheBuyerKeySentences:Inotherwords,youdon’thavemuchofanincentivetoholdthebuyer’sfeedbackhostagesincesellerscannotleavenegativefeedbackforbuyersifthere’saproblem.換句話說，你沒有太多的動機(jī)去控制買家的反饋，因?yàn)槿绻霈F(xiàn)問題，賣家不能給買家留下差評。IfyouhaveaneBaystoreanduseSellingManagerPro,thenyouhaveaccesstoahandysystemthatwillautomaticallyleavepositivefeedbackforyourbuyeraftertheypay.如果你有一個(gè)eBay店鋪，使用銷售專家專業(yè)版可以獲得一個(gè)很便捷的系統(tǒng)，這個(gè)系統(tǒng)可以在買家完成支付以后自動留下好評。Part3Seller'sEvaluationoftheBuyerExercises:Choosethebestanswerforeachofthefollowingquestions.(1)WhichoneisNOTtheoptionoftherighttimetoleavefeedbackforeBaybuyers?

A.afterthebuyerleavespositivefeedbackB.afterthebuyerpaysC.beforethebuyerpays(2)Whichoneisth