LearningActivity1InviteCustomerstoLeavePositiveComments

學習活動1邀請客戶留好評[LearningObjectives學習目標】LearncorevocabulariesofinvitingcustomerstoleavepositivecommentsLeamusefulexpressionsandsentencesofinvitingcustomerstoleavepositivecommentsLearnaboutthewritingmethodsofinvitingcustomerstoleavepositivecomments[ClassHour建議學時】2periods/2學時[LearningTask學習任務】請在學習本章節內容后，用所學知識點和相關句型邀請客戶留好評,要求內容清晰準確，語言禮貌得體，與建立良好的關系。[LearningProcess學習過程】Step1:LearningCoreVocabularies學習核心詞匯comment['kDment]n.somethingthatyousayorwritewhichgivesanopiniononorexplainssb/sth議論；評論e.g.I)Iamnotinapositiontomakeacomment.我不便發表評論。II)ForCross-borderE-commercesellers,commentsonproductsareveryeffectivesalestools.對于跨境電商賣家來說，產品評價是非常有效的銷售工具。positive['pDzotlv]adj.directedatdealingwithsthorproducingasuccessfulresult積極的;建設性的；朝著成功的e.g.I)Theagreementshouldhaveverypositiveresultsinthelongterm.從長遠來看，這個協議將會產牛非常積極的影響。II)Morethan80%ofthebuyerssaidtheirbuyingbehaviorwasaffectedbypositive我們會盡一切努力讓你快樂。Consumersgenerallyplacemoreweightonnegativeinformationthanonthepositivewhendecidingwhattobuy.消費者在決定要買什么物品的時候往往更重視負面消息，而不是正面消息。Weshouldresendtherightitemwiththeleastpossibledelayandgiveyouanadditionaldiscountifyoucouldkindlyrevisethecomment.如果您能修改評價，我們會立刻給您重新發貨并給您額外的折扣。Step3:LearningPracticalDialogues學習實用對話Pleasetrytoroleplaythefollowingdialogue,especiallypayattentiontotheunderlinedparts.Hi,dearcustomer.Thankyouforshoppinginourstore.Wenoticedthatyougaveusaveutndcomment.Canyoutellmuarethereanythingwrongwithourproductorservice?Wewilltryourbesttocorrectit.親，您好。感謝您在本店購物，我們看到您給了我們一個中評。請問我們的產品或服務有哪些地方做得不夠好呢？我們會盡力改正。Oh,yourproductisgood,buttheattitudeofyourcustomerservicewasverybad.哦，你們的產品還是不錯的，但是客服的態度很不好。Iapologizefbrher.Ifpossible,couldyousendmecscreenshotofthecharthistory?我代替她向您抱歉。如果可以的話，您能將聊天記錄截圖發給我嗎？Sure.可以。Okay,thanks.Indeed,theattitudeofthecustomerserviceisverybad,we'llsettlethisallthen.We'resorryforthenegativeeffectcausedt。ynu,butwestillhopeyoucanreconsidertogiveusagoodfeedback.Wearewillingtogiveafavorablediscountinyournextpurchase.好的，謝謝c確實，客服的態度很不好，我們一定會處理這件事的C對您造成的不良影響，我們表示很抱歉，不過我們還是希望您重新考慮能給我們一個好評。我們愿意在您下次購物中給您一個大折扣。Inthatcase,I'llgiveyouapositivepurchase.既然如此，那我就給你一個好評吧。A:Thankyou.It'sverykindofyou.謝謝，您真是太好了。Step4:LearningClassicCases學習經典案例CaseAnalysis1：RelytothePositiveComments店鋪的好評率越高，客戶就會對店鋪增加信任感。同款產品，如果質量、價格都一樣,客戶肯定會選擇好評率高的店鋪購買。如果賣家收到買家的好評，一定要及時答復、感謝買家的好評，并提供特別折扣、發放優惠券等有助于買家再次消費。一封較好質量的好評回復，在稱呼上需要使用客戶的名字，讓客戶覺得有親切感，落款名稱可以是客服的名字，以便讓客戶覺得自己并不是和一個冰冷的互聯網在交易，這樣也方便后續的郵件營銷和SNS營銷等。AliExpressShopperIH03Jun2020Color:NavyblueSize:36Peeled!Sitperfectly!Height175,OB94,OT66tookthesize36)Thankyouverymuchtotheseller,thegoodsareveryhighquality!Prosperity!)Auto-translatedOriginalJBAliExpressShopper27May2020Color:BlackSize:40Verybeautifuljeans,nicematerial,goodsewingquality.Myhipsare102andthesizesatwell.Thankthesellerfortherecommendation,asusuallytakethesizebigger.Thesellerat...批注[W用批注[W用6]:稱呼買家的姓名Thankyouforpurchasingtheproductinmystore.IjustnoticedthatyouleftpositivefeedbackandIwanttopersonallythankyou.Itmeansalottomysmallbusiness.Wewillgive批注［w用7］：致謝youaspecialdiscountof10%foryournextpurchaseandhopetobuildupalong-termrelationshipwithyou./—一批注［W用8］：給予買家特別折扣，為買家再次購買做好鋪墊Thanksagainforpositivefeedbackandhaveagoodday!?批注［W用9］:再次表達感謝Yourssincerely,NameCaseAnalysis2：RelytotheNegativeComments賣家收到買家的中差評時，一定要通過站內信、郵件等方式積極和買家溝通，向他們表達誠摯的歉意，問清楚到底是質量問題，還是物流太慢或是包裝破損，并主動提出解決問題的方案。例如買家說產品質量不好，賣家可以容許給其退換貨或退款，同時給予一定的補償。用行動和誠意逐步引導買家移除中差評，修改為好評。AliExpressShopper28Feb2020Color:aspictureIneverreceiveditandevenwithoutthereturnoftheMoney,thesellerdoesn'tansweranyquestions.Idon'trecommend,Ishouldbeoutofthiscompany.Auto-translatedOriginalAliExpressShopper3^^02Jun2020ColorzaspictureIt'sbeenamess.03Jun2020Auto-translatedOriginal03Jun2020AliExpressShopper*ColorzaspictureNeverarrivedAuto-translatedOriginalDearMissStevens,Thankyouforpurchasinginourstore.Wefeelverysorrythatyouareunsatisfiedwithourproductorservice.Pleaseacceptoursincereapology.Wewillbemorecarefulnexttime,andtryourbesttobemoreprofessional.Asanewstore,customers?commentsplayaveryimportantroletoourshop,sowehopethatitwillbeachancetohelpustoreviseyournegativecommentintoapositiveconimeiit.批注［w用io］：稱呼買家的姓名批注［w用11］:致謝批注［W用12］:表達歉意和努力改進工作的愿望批注［W用13］:希望買家修改評價批注[W用批注[W用14]：站在買家角度提出具體措施，確保讓買家滿意批注[W用15]:友好的結尾Iamlookingforwardtoyourreply.BestWishes,NameStep5:CompleteLearningTasks完成學習任務你在Wish平臺上經營一家女裝店鋪，其中一款沙灘裙成為本月熱賣品。昨天有兩位買家對購買的沙灘裙做出了評價。來自法國的買家Carol給出好評，她認為裙子款式時尚，顏色亮麗。而來自意大利的買家Bianca給出了差評，原因是裙子洗后有褪色現象。請針對兩位買家不同的評價，分別給她們留言。LearningActivity3CommunicationSkills(7)學習活動3溝通技巧(7)[LearningObjectives學習目標】LearntoexpressgoodexpectationstocustomerssincerelyMastercommunicationskillsofaskingbuyerstoremovenegativecommentsandreviews[ClassHour建議學時】1periods/1學時【案例1】BuyerHiCathy,Thanks.Youareoneprofessional,experienced,andsuccessfulbusinesswoman.Mybestcomplimenttoyou.JohnSellerDearJohnThanksforyourkindcompliment.Ithinkthiscouldn'tbeoutofyoursupport!!Thatismypleasuretocooperatewithyou.Hopebothofuscoulddomorebusinessinfuture.Bytheway,IwillsendyouralltheshippingdocumentsonceIgettheBL.Regards.Cathy分析與溝通技巧:遇到客戶的好評和贊美，我們可以簡單地謝謝客戶的贊美！順便也反過來感謝一下客人的支持，而且可以展望長期的合作。【案例2】很多C端電商賣家，比方亞馬遜，eBay的新手賣家都對于如何撰寫移除差評星級和負面評論的電郵感到十分煩惱，這里以優秀賣家為例來說明，并附上模板作為參考。首先是移除差的評級（Feedback）：總體盡量語氣直接用字簡明，讓買家收到時再收信匣的預覽界面就可以一目了然。再來是內容的部份，以下是請買家提供SKU/ASIN來做查詢，可以依照您的需求來做內容調整。首先都是要先表達歉意，以及還有愿意積極處理的誠意,最后再表達由衷地感謝給予改進的機會。（以下為參考模板）Subject：RegardingyourAMAZON.COMorderfeedbackwithXXX（storename）DearCustomer,YourecentlyleftusanegativefeedbackregardingyourorderplacedwithXXXonAMAZON.COM.Wearesorryabouttheinconvenience.PleasekindlyprovideuswiththeSKUnumberunderthebarcodelabelontheitempackagingorontheboxorplasticwrappingtheitemwasin.Pleaseletusknowexactlywhat'sthemodelofyourdeviceandwewilllookintothismatter.Sorryfortheinconvenienceandthankyouforgivingustheopportunitytorectifythematter.SincerlyyoursXXXCustomerServiceTeam接著是移除負面評論（ProductReviews）：記住，不管買家留下好評跟差評，首先先說明對對方愿意花時間寫下Reviews致謝！（基本禮貌先做好，老外有些吃軟不吃硬，有時候你愿意提供免費商品給他，她還會跟Amazon檢舉你..）要這樣想，買家已經花時間幫你寫評論，他們是無償的，寫下來不管好評或者差評，不管賣家有沒有方法心平氣和的去看待，都要感謝一下！作為改善產品的基準！之后再開始說明對于Reviews差評的歉意與具體改善的方法（如真誠地道歉、提供退款），之后就是展現客服的誠意，讓對方了解他的意見是被認真重視的，給予顧客被尊重的感覺。（以下為參考模板），比擬重要的是，千萬不可以跟買家協商：退款給您，但是請您留好評--一這樣的字句是違規的。Subject：RegardingyourAmazonProductReviewDearCustomer,Thankyouforyourpurchaseandtakingthetimetowriteaproductreview.Weareterriblysorrytoheartheproductyoureceivedisdefectiveandwouldliketoknowifwecansendyouafreereplacementorassistyouwitharefund.Customerreviewsisimportanttousandwevalueyourresponse.Allresponseswillbeusedtofurtherimprovethequalityofourserviceandproducts.Pleaseletusknowhowwemayassistyoutoresolvetheissueyouhaveexperienced.Sorryfortheinconvenienceandthankyouforgivingustheopportunitytorectifythematter.SincerlyyoursXXXCustomerServiceTeamLearningTask1LearningTask2Evaluations:commentsonproducts.超過8096的買家表示，他們的購買行為受到了產品好評的影響。awareness[s'wesnss]n.knowingsth;knowingthatsthexistsandisimportant;beinginterestedinsth知道；認識；意識；興趣e.g.I)ItisimportantthatstudentsdevelopanawarenessofhowtheInternetcanbeused.重要的是學生逐漸懂得如何使用互聯網。II)Sellersusevariousmethodstostimulatebuyertobuyandimprovebrandawareness.賣家用各種方式刺激買家購買，提高品牌知名度。review[ri'vju：]n.anessayorarticlethatgivesacriticalevaluation評價；評論e.g.I)Thenewspapergaveareviewofthenewbook.報紙對這本新書作了評論。II)Doyouthinktheproductmatchesuptoitsenthusiasticreview?你認為這個產品符合它熱情的評價嗎？evaluation[i,vaelju'elfn]n.anappraisalofthevalueofsomething評價e.g.I)Thedressgotagoodevaluation.這件裙子得到了很好的評價。II)Thewaytheguestsweretreatedinthehotelinfluencedtheirevaluationoftheservice.客人在酒店受到的待遇影響了他們對服務的評價。favorable「feivorsbl]adj.encouragingorapprovingorpleasing贊許的；贊同的e.g.I)Thissystemhasbeenwidelyappliedinpractice,andgotfavorablecommentsfromusers.該系統在實踐中得到了廣泛的應用，得到了用戶的好評。II)Someproductshavealreadyenteredtheinternationalmarketandwoncustomers9trustandfavorablecomments.局部產品已進入國際市場，贏得了客戶的信賴和好評。feedback「fi：dbeek]n.advice,criticismorinformationabouthowgoodorusefulsthorsb'sworkis反應的意見(或信息)e.g.I)Iwasgettinggreatfeedbackfrommyboss.老板對我的評價很高。

II)Youneedfeedbacktomonitorprogress.你需要利用反應信息來監控進展。reward[riwo:d]n.athingthatyouaregivenbecauseyouhavedonesthgood,workedhard,etc.獎勵；回報；報酬e.g.I)Hedeservesarewardforhisefforts.他的努力值得獎賞。II)Thecompanyisonlyjuststartingtoreaptherewardsoflong-terminvestments.這家公司才剛剛開始收獲長期投資的回報。loyalty['10Iolti]n.thequalityofbeingfaithfulinyoursupportofsb/sth忠誠；衷心'e.g.I)Wewillmakeeveryefforttoincreasecustomerloyalty.我們將盡一切努力提高客戶忠誠度。II)Hisloyaltytohisfriendswasneverindoubt.他對朋友的一片忠心從來沒受到懷疑。Step2:LearningUsefulExpressions學習實用表達附加值addedvalue曝光率附加值addedvalue曝光率exposurerate客戶忠誠度customerloyalty貝勾買體驗shoppingexperience個人體驗personalexperience驅動力drivingforce好評positivecomment口碑wordofmouth賣家好評率positiveratio留評leavecomment參考價值referencevalue品牌意識brandawareness[BrilliantSentences精彩句型】Yourcommentissoimportanttous.您的評價對我們很重要。Wewouldreallyappreciateitifyouwouldleaveusyourpositivecomment.如果您給我們好評，我們將不勝感激。Yourfavorablecommentsarethedrivingforceofourcontinuousefforts.您的好評是我們不斷努力的動力。Pleasekindlyclickthefollowinglinkandleaveyourcommentsonourproductandservice.請您點擊以下鏈接評價我們的產品和服務。Weareasmallbusinessandwecan'texistwithoutcustomers7commentsandreviews.我們是一家小公司，沒有客戶的評論我們無法生存。Wearegladtosendyouacouponifyouleaveusapositivecomment.如果您給我們留下好評，我們很高興寄給您一張優惠券。Commentsaboutbuyer'spersonalexperiencecanhelpdrivethepotentialcustomerstoplaceorders.關于買家個人體驗的評論可以幫助潛在客戶下訂單。Improvingcustomers,loyaltyandsatisfactionisourgoal.提升客戶忠誠度和滿意度是我們的目標。Yourpositivecommentmeansalottomysmallbusiness.你的積極評價對我的小生意很重要。Ifyouarenotsatisfied,pleaseletusmakeitrightbeforeyouleavenegativecomment.如果您不滿意，請讓我們在您留下負面評論之前糾正問題。Step3:LearningPracticalDialogues學習實用對話Pleasetrytoroleplaythefollowingdialogue,especiallypayattentiontotheunderlinedparts.Dearcustomer,weareawarethatyourpackagehasarrivedonMay15.Whatdoyouthinkofourproduct?親，我們知悉您的包裹已于5月15日到達。您覺得我們的產品怎么樣呢？Thepackagingisverydelicate,andthefabricofthisshirtisgood.ButIamnotsurewhetherithascolorfadingafterIwashit.包裝很精致，襯衫面料也不錯。但我不確定洗后是否會褪色。Don'tworry.Ourshirtsarealmostnocolorshading.不用擔憂，我們的襯衫幾乎不會褪色。Well,that'sgood.好的，那不錯cA:Ifyoulikevurproducts,pleasepostsomepositivecomments.Ifyouhaveanysuggestion,pleasefeelfreetotellus.Yoursatisfactionmeansalottous.如果您喜歡我們的產品，還望給個好評。如果有什么建議也可以直接告訴我。您的滿意對我們很重要。B:Fine,Tilmakeagoodcustomerreview.好的，我會給你一個好評的。A:Okay,thankyou.Welcometovisitourshopagain.好的，謝謝。歡迎再次光顧我們店鋪。Step4:LearningClassicCases學習經典案例CaseAnalysis：Within2-3daysafterthegoodsarereceived,thesellercantaketheinitiativetoaskthebuyerwhetherheorsheissatisfiedwiththeproduct.Ifthebuyerfeelssatisfied,thesellercaninvitethebuyertoleaveafavorablecomment.However,ifthereisanyproblemordissatisfaction,askingthebuyertocontactyoubeforeleavinganegativecomment.[Example)DearSir/Madam,Thankyouforyourorder.AspartofCustomerSatisfactionteam,Iwanttoreachouttolearnwhetheryouhavereceivedtheproduct.Ijustwantedtomakesurethatyou'rehappywithourproduct.Ifyouhaveanyissues,pleasereplytothismessagesoIcanmakeitright.We'reasmallbusinessandwecan'texistwithoutyourcommentsandreviews.Yourcommentissoimportanttous!Ifyouthinkwe'vedoneagoodjob,Iwouldreallyappreciateitifyouwouldleaveusyourpositivecomment.|Ifyou*renotsatisfied,letusmakeitrightbeforeleavingnegativecomment.Emailusandwewilldowhateverittakestomakeyouhappy.Iwanttopersonallythankyouforbeingoneofourcustomers.Weloveourcustomersandwillalwaysbehereifyouneedus.YoursSincerely,批注［w用1］：致謝批注［W用2］:告知買家來信的目的批注［W用3］:說明買家好評的重要性批注［W用4］:如果買家有不滿意的地方，保證盡力解決批注［W用5］:表達誠摯的工作態度NameStep5:CompleteLearningTasks完成學習任務你在AliExpress平臺上新開了一家西服定制店鋪。經過數月經營，你收到了來自德國買家Henry的第一筆訂單。買家確認收貨后，遲遲沒有留評。請給該客戶發送郵件或留言，詢問客戶對產品是否滿意并邀請客戶留好評。LearningActivity2ReplytoCustomers9Comments

學習活動2回復客戶評價[LearningObjectives學習目標】Learncorevocabulariesofreplyingtocustomers'positiveandnegativecommentsLearnusefulexpressionsandsentencesofreplyingtocustomers'positiveandnegativecommentsLeamaboutthewritingmethodsofreplyingtocustomers5positiveandnegativecomments[ClassHour建議學時】2periods/2學時[LearningTask學習任務】請在學習本章節內容后，用所學知識點和相關句型回復客戶好評和中差評。要求感謝客戶好評時語言表達得體，建立在線交流的良好氣氛；回復客戶中差評時，態度誠懇，能妥善處理問題。[LearningProcess學習過程】Step1:LearningCoreVocabularies學習核心詞匯negative[ncgotiv]adj.consideringonlythebadsideofsth/sb消極的；負面的e.g.I)Scientistshaveafairlynegativeattitudetothetheory..科學家對這個理論的態度是相當消極的。II)Ifthesellerreceivesnegativefeedback,heshouldletthebuyerexpressdissatisfactionandmakeupforittimely.如果賣方收到負面反應，他應該讓買方表達不滿，并及時彌補。unsatisfied「pDzotivjadj.nothavinggotwhatyouhoped;nothavinghadenoughofsth不如意的；失望的；未得到滿足的e.g.I)It'sveryimportanttofindoutwhat'swrongwithitifyoualwaysfeelunsatisfiedwithyourlife.如果你總是對自己的生活不滿意，找出問題所在是很重要的。II)Ifyouareunsatisfiedwithourproduct,pleasesenditbackforafullrefund.如果您對我們的產品不滿意，請把它寄回來，我們會全額退款。dissatisfaction[,dis,saetis'fekjn|n.afeelingthatyouarenotpleasedandsatisfied彳：快；不悅；不滿意e.g.I)Manypeoplehaveexpressedtheirdissatisfactionwiththearrangement.許多人對這一安排表示不滿。II)Lowqualityisthemaincauseofdissatisfactionamongcustomers.低質量是顧客不滿的主要原因。revise[ri'vaiz]v.tochangeyouropinionsorplans,forexamplebecauseofsthyouhavelearned改變，修改(意見或計劃)e.g.I)Hesooncametorevisehisopinionoftheprofession.他很快就改變了對這個職業的看法。II)Theyrealisedthatsomeoftheirpriceswerehigherthantheircompetitors'andrevisedpricesaccordingly.他們意識到自己有些價格高于競爭對手，就相應調整了價格。modify[mDdifai]v.tochangesthslightly,especiallyinordertomakeitmoresuitableforaparticularpurpose調整;稍作修改；使更適合e.g.I)Neitherpartymaymodifythecontractwithoutauthorization.任何一方不得擅自修改合同。II)Thebuyercanmodifythecomm