Unit13（课件）-《跨境电商实用英语》同步教学（北京出版社）

Unit 13 Dealing with Customer Reviews Know the importance of good customer reviews. 1 Acquire the skills of communicating with customers about their product reviews. 2 Learn how to deal with negative reviews. 3 Learning Objectives After studying this chapter, you are expected to： Learn relative words and expressions. 4 Part 1 Lead-in Part 2 Reading Part 3 Oral Practice Part 4 Comprehensive Tasks Part 5 Supplementary Materials PART ONE Lead-in 返回 PART 1 Lead-in 1. Try to translate these Chinese phrases into English. （1）反馈______________ （6）绩效______________ （2）评论______________ （7）删除评论______________ （3）客户服务______________ （8）编辑评论______________ （4）好评______________ （9）购物体验______________ （5）差评______________ （10）政策_____________ review feedback customer service performance positive review negative review delete/remove reviews policy edit reviews shopping experience PART 1 Lead-in 2. Answer the following questions. Answer: Customer reviews are an integral part of the customer shopping experience on cross-border e-commerce platforms. Customers use these reviews to learn more about the product, assess whether it fits their needs, and make an informed purchase decision. Customer reviews also help sellers understand the customers’ sentiment about their products, what features or aspects of the product customers like, and what areas need improvements. Reviews also provide sellers with ideas on how to improve their products. （1）What is the significance of product reviews for cross-border e-stores? PART 1 Lead-in 2. Answer the following questions. 返回 （2）What aspects may be involved in the product reviews of cross-border e-commerce buyers? Answer: Rules on different cross-border e-commerce platforms vary. For example, after completion of the transactions, buyers of AliExpress can anonymously evaluate sellers’ service from three aspects： ①Item as described（商品描述的准确性）；②Communication（沟通质量及回应速度）；③ Shipp