跨境电子商务英语 Unit 11 讲稿 .docx
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1、教学单元讲稿一、 复习提问与上次课作业典型问题答疑回顾第10单元客户服务的主要流程,导致亚马逊暂停服务的投诉类型以及如何推广客户喜爱的退货政策。讲解每个小节的课后习题,特别是讨论题。二、 教学单元名称第十一单元跨境电商交易评估三、 课程导入 以跨境电商买家和卖家评价常用的词汇及表达作为导入点,教授学生相关知识点和基本概念;并启发学生思考如何获得五星好评,如何处理差评?从而开展本章知识点和语言点的教学。四、 分析思路本章节主要涉及到跨境电商交易评估的三个方面:一,如何产生更多五星好评;二,如何处理顾客负面评价;三,何时发表评价。围绕这三方面的知识点,对交易评价相关概念进行梳理的同时,贯穿对相关英
2、语语言从词汇、短语到句法应用等听、说、读、译的各类练习,以提高同学们的英语英语基本功底。五、 讲授内容 Part 1 Five-star Praise and Feedback Warming-upCircle the phrases that are new to you and look them up in the dictionary. Read them aloud and write down their Chinese meanings.(1)positive review(2)negative review(3)five star review(4)high-rated rev
3、iew(5)customer review(6)post reviews(7)automated feedback(8)malicious review ListeningListen to the following sentences and fill in the blanks.(1) When a five-star review does come in, it is one of the greatest feelings in the worlda little recognition that your hard work is paying off .(2) You shou
4、ld not just let that five-star rating sit on your page; you should take the time to reply and maintain the conversation with your happy customer.(3) Let the customer know that youll be sharing their feedback with the rest of your staffespecially those who are named in the review itself.(4) Online re
5、views play a significant role when it comes to customer conversions; people rely on them to discern whether youre trustworthy.(5) When you ask a customer if theyve enjoyed themselves and they say yes, simply follow up by asking if they wouldnt mind reviewing your business online. SpeakingA Chinese s
6、eller is contacting a buyer after the package has been delivered. Complete the following dialogue with the sentences or expressions in the box. Seller:Dear Madam, (1) D thanks for shopping with us . We (2) C learned from the status that the package was delivered on December 8th, (3) A Did you get th
7、e package ?Buyer: Yes, I got it last Friday. Thank you.Seller: Our pleasure. (4) F Wed like to know if you are satisfied with the handbag.Buyer: I am quite happy with the product. Everything is good so far.Seller:Good to know that. Now (5) B would you kindly post some positive feedback ?Buyer: Dont
8、worry. Ill make a good (6) E customer review . ReadingKey Sentences:(1)Its important to keep in mind that it is against Amazons terms of service to outright ask for positive reviews.重要的是要记住,直接要求正面评价是违反亚马逊的服务条款的。(2)You can ask friends and family to post reviews, which is only technically against the
9、terms of service if they have a financial interest in your products.你可以让你的朋友和家人发表评论,但如果他们从你的产品获得经济利益,这在技术上是完全违反服务条款的。(3)If you want to receive five-star reviews that really stick over the long term, fully comply with Amazon guidelines, and, most importantly, result in genuine high-rated reviews, con
10、sider FeedbackWhiz. 如果你想要长期得到完全遵守亚马逊的指导方针的五星评价,并且最重要的是,得到真正的高评价,考虑使用FeedbackWhiz这一系统工具。(4)You can also create customized email campaigns to maximize positive feedback.您也可以创建定制的电子邮件活动,以获得最大化的积极反馈。Exercises1) Use the words in the box to complete the sentences below.(1) The quality products were neatly
11、 laid out in the exhibition hall.(2) You have to have a positive approach during this time or the company will see you as part of the problem instead of part of the solution.(3) Youll receive a 30 percent rebate on the full cost of your investment, including installation.(4) All the work you do at t
12、his phase creates a better template .(5) From here, you can select the products you want to include on your customized portal page.2) Fill in the blanks to complete the translation of the following sentences. (1)你的这一条说明违反了本平台的服务协定,请及时修改。Your description of this article is against the terms of servic
13、e on this platform, please modify it in time.(2)新企业的起步或旧企业的扩张都需要资本。 It takes capital to get a new business off the ground or expand an old one.(3)如果您未能遵守本合同的条款和条件,则戴尔没有义务向您提供服务。 If you fail to comply with the terms and conditions of this Contract, then Dell is not obligated to provide the service to
14、 you.(4)从长远来看,这将使我们能够以更低的价格交付更好的特性,最终使我们的客户受益。 In the long term , this will allow us to deliver better features with a lower price, conclusively benefiting our customer. (5)另一方面,处理例外是一个灰色区域。Handling exceptions, on the other hand, is a grey area . 3) Answer the following questions. (1) Will customers
15、 leave you good reviews as long as you provide quality product? Some may, but most wont. Its just human nature. Theyve got what they want, why would they feel the need to put any work into leaving a review.(2) How many ways you can get reviews? There are four ways. First, to pay Amazon for the first
16、 five reviews. Second, to ask friends and family to post reviews. Third, to buy Facebook Ads to request reviews and offer rebates for buying your products. Fourth, to manage your reviews using a premium automated feedback management tool.(3) What is “FeedbackWhiz”?It is an automated feedback managem
17、ent tool, which provides email templates to send follow-up messages to customer orders and it also allows you to get instant notification when negative reviews are posted and manage positive responses. You can also create customized email campaigns to maximize positive feedback.Part 2 Negative Revie
18、w and FeedbackWarming-upMatch each word in the left column with its Chinese meaning in the right. (1) handleA. 充分的(2) reputationB. 删除(3) solidC. 名声(4) promptlyD. 不足(5) removeE. 迅速地(6) updateF. 问题(7) issueG. 处理(8) inadequacyH. 更新(1) G (2) C (3) A (4) E(5) B (6) H (7) F (8) DListeningListen to the fol
19、lowing sentences and fill in the blanks. (1) From a consumer standpoint, negative reviews can adversely impact your business and can drive down your listing on consumer review sites, making it harder to be found.(2) Promptly responding to bad reviews shows your customers that you care and value thei
20、r opinions.(3) Even if it is not your fault, make sure to apologize for the situation politely(4) Ask the customer to contact you directly, outside of the review platform, to discuss the situation further and remind them there are real people behind the screen that care.(5) Words are good, but the b
21、est way to apologize is to offer some type of recompense for the inconvenience such as a gift card or discount.SpeakingA Chinese seller is contacting a buyer on some feedback. Please try to role play the following dialogue, especially pay attention to the underlined parts. 一位中国卖家正就评价反馈问题与一位买家在进行联系。请
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