跨境电子商务英语-Unit-11-讲稿教学教案.docx

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 FeedbackWarmineupCircle 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(5) customer review(2) negative review(6) post reviews(3) five star review(7) automated feedback(4) high-rated review(8) malicious reviewListeningB. No, it doesnt.C. It doesnt make it clear.SiiDDlementarv MaterialsExercisesTell whether each of the following statements is true (T) or false (F).(1) T Its very important fbr buyers and sellers in the transaction to be able toevaluate the trustworthiness of their trading partner.(2) T In practice, youd better buy form sellers with a feedback percentage above 99.0 percent.(3) F Feedback scores are calculated as the total of positive ratings from unique trading partners.(4) FExperienced buyers are more likely to cancel bids.(5) T Other feedback factors to pay attention to when viewing buyer or sellerfeedback profiles include eBay Join Date, Individual Transaction Comments and Responses to Negatives.Listen 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 world-a little recognition that your hard work is paying off.(2) You should 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 you,ll be sharing their feedback with the rest of your staff一especially those who are named in the review itself.(4) Online reviews 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 seller 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 Dackage was delivered on December 8th, (3)A Did you get the package?Buyer: Yes, I got it last Friday. Thank you.Seller: Our pleasure. (4)F Wed like lo 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 kiodly post some posilive feedback?Buyer: Dont worry. Til 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 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, consider 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. 您也可以创立定制的电子邮件活动，以获得最大化的积极反响。ExercisesUse the words in the box to complete the sentences below.(1) The quality products were neatly laid out in the exhibition hall.(2) You have to have a positive approach during this time or the company will sec you as part of the problem instead of part of the solution.(3) Yoiril receive a 30 percent rebate on the full cost of your investment,including installation.(4) All the work you do at this phase creates a better template.(5) From here, you can select the products you want to include on your customized portal page.1) 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 tcims of service 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，那么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 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 teirn . 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 .2) Answer the following questions.(1) Will customers 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 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 management 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 arc posted and manage positive responses. You can also create customized email campaigns to maximize positive feedback.Part 2 Negative Review and FeedbackMatch 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.缺乏(5) removeE.迅速地(6) updateF.问题(7) issueG.处理(8)inadequacyH.更新GCA (4)E (5)B (6)H (7)F (8)DListeningListen to the following 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 their opinions.(3) Even if it is not your fault, make sure to apologize for the situation politelyAsk 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.(4) Words are good, but the best way to apologize is to offer some type of recompense for the inconvenience such as a gift card or discount.SpeakinNA 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 就评价反响问题与一位买家在进行联系。请尝试以角色扮演的方式练习下面的对 话，尤其注意划线的局部。教学提示：教师可先给出对话中下划线居中包含的以下表达的释义，再组织学生 进行对话练习。It took more than 50 days after I placed the order.我下单后，隔了 50 多天才收到 (它)。In some cases, it is up to 90 days.在某些情况下,(这一时间)长达90天。We immediately sent out the parcel the day after receiving your payment. 我们在收 到您付款后的第二天立即寄出了包裹。We always try our best to do our part.我们始终是在尽力而为。r m so sorry that you had to wait such a long time.您得等待这么长时间，我感到 很抱歉。out of season 过季refund退款Would you reconsider your feedback?您能否重新考虑您(给出)的评价？ReadingKey Sentences:(1) Instead, fbcus on resolving the issue and ensure it wont happen again by fixing inadequacies and gaps in your systems and processes.相反，应该专注于解决问题，并通过修正系统和流程中的缺乏和差距来确保它不 会再次发生。(2) For example, you can offer discount codes, gift cards, or exclusive offers from partner companies.例如，你可以提供折扣码、礼品卡或合作公司的独家优惠。ExercisesTell whether each of the following statements is true (T) or false (F).(1) )TWhen people dont trust you, they are more likely to leave negativereviews and less likely to contact you directly.(2) )FAs long as youve apologized and solved the problem, you need to donothing else.(3) FIts impolite to ask your customers to remove and/or edit negativereviews to share how you responded promptly and fixed the issue.(4) T1 -star reviews will reflect on your overall rating.(5) TYou can encourage your customers to leave positive reviews byoffering discount codes, gift cards, or exclusive offers from partner companies.1) Fill in each blank with the correct form of the given word.(1) We must find a way to resolve these problems before its too late, (resolution)(2) It is unfortunate that they choose to take this iiresponsible action,(responsible)(3) The company had to remove 6. 500 agents from its payroll and turn them into independent contractors, (removal)(4) When the company recently announced dismal earnings, its shares promptly fell 10% and have not recovered, (prompt)(5) In the event of difficulties, please do not hesitate to contact our Customer Service Department, (hesitation)Translate the following sentences by using the provided expressions.(1)我们正试图找出解决争端的方法。(figureout)We are trying to figure out a way to resolve the dispute.(2)卖家希望买家愿意为增加的功能支付更多的钱。(be willing io)Sellers hope that buyers will be willing to pay more for the added features.(3)所有的游戏都是根据它们的整体评分以及游戏中的特定内容进行分类的。(overall rating)AH the games arc categorized by their overall ratings.(4)任何完成申请流程的开发人员或公司都将获得一个折扣码，以降低参加的 注册本钱。(discount code)Any developer that completes the application process will receive a discount code.(5)令人欣慰的是，我们的客户对这一独家优惠反响如此热烈。(exclusive offer)It is gratifying to know that our customers responded so enthusiastically to this exclusive offer.Part 3 Sellers Evaluation of the BuyerVVarmin2uDLearn the following words and expressions and write down their Chinese meanings.(1) automation自动操作(2) publicity公共宣传(3) complaint抱怨；投诉(4) unfair不公平的(5) handy便利的(6) reciprocal相互的(7) hostage要挟(8) trigger触发ListeningListen to the following passage and fill in the blanks.Feedback System on eBayFeedback is a voluntary way for eBay users to rate each other during or after a transaction, to (1) inform other users of the experience. Feedback scores are noted next to every members (2) user ID and are the clearest indication of the (3) buyer or sellers reputation on eBay.In the early years of eBay, it was possible for both buyers and sellers to leave positive, (4) neutral or negative feedback. Nowadays, the feedback system has been reduced, with sellers only able to leave (5) positive feedback for buyers. The explanation from eBay details that the change was initiated to encourage buyers to reflect on (6) their experience honestly without fear of negative feedback from sellers.SpeakingOwen and Jessica are two sellers on eBay, they are discussing changes to eBay s evaluation system. Please try to role play the following dialogue, especially pay attention to the underlined parts. Owen 和 Jessica 是两位 eBay 卖家。他们在讨论 eBay评价系统的一些变化。请尝试以角色扮演的方式练习下面的对话，尤其注 意划线的局部。教学提示：教师可先给出对话中下划线局部的释义，再组织学生进行对话练习。 the rating system of seller rating with remark of negative, neutral or positive 卖家评分的评分系统，带有好评、中评、差评(功能)refuse an order of a buyer who remarked too much negative comments 拒绝来自差评过多的买家的订单implemented a system of seller ratings with four categories 实行了四个类别的卖家评分机制sellers are only able to leave positive feedback for buyers 卖家只能给买家留下好评encourage buyers to reflect on their experience honestly without fear of negative feedback from sellers鼓励买家如实反响自己的体验，而不必担忧卖家给其差评have higher expectations有更高的期待ReadingKey Sentences:(1) In other words, you dont have much of an incentive to hold the buyers feedback hostage since sellers cannot leave negative feedback for buyers if theres a problem. 换句话说，你没有太多的动机去控制买家的反响，因为如果出现问题，卖家不能 给买家留下差评。(2) If you have an eBay store and use Selling Manager Pro, then you have access to a handy system that will automatically leave positive feedback for your buyer after they pay.如果你有一个eBay店铺，使用销售专家专业版可以获得一个很便捷的系统，这 个系统可以在买家完成支付以后自动留下好评。ExercisesChoose the best answer for each of the following questions.(1) Which one is not the option of the right time to leave feedback for eBay buyers? Cafter the buyer leaves positive feedbackA. after the buyer paysbefore the buyer pays(2) Which one is the right meaning of “hostage“ in the first paragraph? CSomeone who has been captured by a person or organization and who may be in danger if people do not do what that person or organization demands.A. Your freedom to take action is restricted by things that you cannot control.B. A loan of money which you get from a bank or savings and loan association in order to buy a house.(3) What is Selling Manager Pro? _D_It is the title of a person.A. It is a promotion.B. It is an automatic feedback tool.(4) Which one is not the side bonus of leaving feedback for buyers? Bgiving your store some positive publicityA. getting your name deleted in the eBay Universeother eBay users can see your name(5) Dose eBay policy allows users to leave a negative comment inside of positive feedback? _B_A. Yes, it does.