Unit 4-Chapter1 (课件）-《跨境电商英语》同步教学（中国人民大学出版社）

Chapter1 Product Information Inquiry Unit 4 On-sale Services of Cross-border E-commerce Acquire basic knowledge about the online communication tools 1 Use appropriate expressions to introduce a product to customers 2 Master the skills of replying to customer’s inquiry clearly and professionally 3 Learning Goals After studying this chapter, you are expected to： PART ONE Warming-up PART 1 Warming-up Work in group. Look at what the following people say or do and express your own opinions with your group members. Try to relate to your personal experience. A. An experienced seller said, “The success rate of the order will be up to 70% if the seller can respond to the buyer’s inquiry within 1 hour.” PART 1 Warming-up B. Cross-border E-commerce sellers can communicate with customers fast and conveniently through various online chat software. Skype, WhatsApp, Viber, Foxmail and TradeManager are some of the main chat tools. PART TWO Passage Reading PART 2 Passage Reading On the Cross-border E-commerce platform, the seller will usually introduce the products (or services) in details on the description page, including product quality, color, specifications, size, materials, modes of sale, etc. Customers buy goods (or services) by choosing a platform, intending to buy the commodity (or service) that is cost-effective, safe, reliable, and with comprehensive information. As customers cannot see the real products (services) through online shopping, they can only judge the products through the pictures, descriptions and customer reviews on website (or APP). Customers are more concerned about the consistency of the products and the advertising. In this case, customers will inquire of the customer service staff about the products through e-mail or social media. Customer service staff should be proficient in professional knowledge about all the products, have good promotional skills, respond timely and effectively, so as to put away customers’ worries before buying pr