《跨境电商英语沟通学习任务8Learning Activity1--4Daily and Holiday Greetings to Regular Customers--Homework and Evaluation.docx》由会员分享，可在线阅读，更多相关《跨境电商英语沟通学习任务8Learning Activity1--4Daily and Holiday Greetings to Regular Customers--Homework and Evaluation.docx（20页珍藏版）》请在taowenge.com淘文阁网|工程机械CAD图纸|机械工程制图|CAD装配图下载|SolidWorks_CaTia_CAD_UG_PROE_设计图分享下载上搜索。
1、Learning Activity 1 Daily and Holiday Greetings to RegularCustomers学习活动1老客户日常及节假日问候Learning Objectives 学习目标】Learn core vocabularies related to regular customers greetings1. Learn useful expressions and sentences related to regular customers greetingsLearn about the writing methods of sending daily a
2、nd holiday greetings to regular customersClass Hour建议学时】2 pcriods/2 学时Learning Task学习任务】请给老客户发日常问候和节假日问候邮件，注意内容清晰，语言得体，建立良好的客户 关系。Learning Process 学习过程】Step 1: Learning Core Vocabularies 学习核心词汇regular regjob(r) adj. doing the same thing or going to the same place often (of people 人)经常做某事的；常去某地的e.g.
3、I) He was a regular visitor to her store.他是她店的常客。II) Since I am a regular customer, they always give me a good discount.由于我是常客，他们总是让我打个大折扣。greeting gri： li 13 n. a message of good wishes for sbs health, happiness, etc.问候的话;祝词；贺词e.g. I) His greeting was familiar and friendly.他的问候让人觉得随意又亲切。12. We are
4、doing a special promotion of this cashmere overcoat. 我们正在进行这款羊绒大衣的特别促销活动。13. Our shop is worth your return visit. 本店值得您的I可访Sending coupons to old customers is essential and effective. 给老客户发放优惠券是必不可少且有效的。14. If you are interested in our items, I will send you our latest catalogue to you.如果您对我们的产品感兴趣，
5、我会给您发送最新目录。15. We hope you will take advantage of this exceptional offer. 希望您能充分利用这一特别优惠。16. You can find full product details on our website. 您可以在我们的网站上找到产品详情。17. The cost of developing new customers is clearly more expensive than maintaining old ones.开发新客户的本钱显然比维护老客户的本钱要高。18. We are very pleased t
6、o invite you to visit our online store to see for yourself the high quality goods.我们很高兴邀请您访问我们的在线店，亲自看看高质量的商品。19. As you have placed many orders with us in the past, we would like to extend our special offer to you.鉴于您之前屡次订购我们的产品，我们愿给您一项特别优惠。Step 3: Learning Practical Dialogues 学习实用对话Please try to r
7、ole play the following dialogue, especially pay attention to the underlined parts.A: Dear customer, we are going to have a new product promotion next month from April 1 to April 10, with a 30% discount oc orders and a further reduction of $20 for two items.亲，下个月1号至10月我们有店庆活动，买一件打7折，买两件可再降20美兀。B: Rea
8、lly? Are all the new products on promotion?真的吗？是所有新商品都参加促销活动吗？A: Yes, our new bathrobes are made of pure cotton. Owning to the carefully selected materials used and the great attention paid to weaving and printing, they possess a very attractive appearance as well as novel designs.是的，我们的新品浴袍是纯棉制品，选料
9、考究，纺织和印花工艺严格， 款式美观新颖。B: Oh, Tm very interested.哦，我很感兴趣。A: Dear customer, heres the link, you can browse the new products to get more information.亲，这是链接，您可以浏览新品，获取更多信息。B: Okay, thank you.好的，谢谢。Step 4: Learning Classic Cases 学习经典案例Case Analysis 1： Products Promotion to Old Customers借助优惠券引导客户再次下单可以有效提高
10、产品的销量。本案例中卖家表达了对老客 户一直以来支持店铺的诚挚感谢，并送上优惠券。应注意优惠券的力度一定要对老客户有足 够的吸弓I力。L Example批注w用9：称呼买家的姓名批注W用10:致谢批注W用11:送上优惠券，期待再次购买批注W用12:友好的结尾批注w用9：称呼买家的姓名批注W用10:致谢批注W用11:送上优惠券，期待再次购买批注W用12:友好的结尾Dear Miss Stevens,Thanks for your continuous support for our store. Here is our gift to you. Please apply the 20%furth
11、er business with you.further business with you.coupon in your next purchase. We look forward toAll the best,Name卖家向老客户推送新产品时要切记，买家的兴趣不在于你所销售的产品或服务，而在于 他们作为老客户会如何从中受益。在下面的新品推送邮件中，卖家首先强调新品数量有限,再突出老客户可以打折，这些卖点针对性强，有助于推动老客户再次下单。ExampleDear Mrs. Larkin,Our store will release new products soon which are o
12、nly available in super-limited quantities. You can enjoy an additional 20% off for the new arrivals since you are the regular customer of our store. Dont miss the chance! See whats new in our store!We look forward to further business with you again and ahappy relationship.Yours truly,NameCase Analys
13、is 2： Products Promotion to New Customers卖家向新客户推送产品时，应设法让其对所推销的产品或服务产生购买欲望。要做到这 一点，就要向潜在客户指出产品或服务的优点、自身在行业内的丰富经验等。如果客户对产 品一无所知，那卖家就必须附上店铺网址和最新产品目录以便潜在客户进一步了解。ExampleDear Sirs/Madam,We are a plastic kitchenware supplier for over 10 years in Guangzhou, and we supply a wide range of plastic kitchenware
14、 with good quality and prices in Europe &U.S.Plastic kitchenware has long been a popular feature of the modern kitchen, and its bright and attractive colors have strong appeal.Whenever dealers have arranged them in online displays, good sales are reported.Here is a link to our website showing all th
15、e products we offer. If you have any questions at all, ril be pleased to hear from you.I look forward to working with you.Best Wishes,NameStep 5: Complete Learning Tasks 完成学习任务你在速卖通平台上经营一家女包店铺，近期有不少新品上架，新品限时9折优惠。请运 用恰当的营销策略，给店铺新老客户发送邮件，说明新品优惠活动，做好新品推荐和营销。批注W用13:称呼买家的姓名批注W用14:说明来信的目的批注W用15:给予特别折扣，吸引买
16、家购买批注W用16：结尾处表达了希望继续业务往来的愿望批注W用17:介绍自身实力和背景信息批注W用18:从买方的角度说明情况批注W用19：通过提及良好的销售业绩激发对方兴趣批注W用20:提及网站批注W用21:结尾热情友好Learning Activity 3 Communication Skills (8)学习活动3沟通技巧(8)Learning Objectives 学习目标】1. Master the communication skills of maintaining regular customers2. Master the communication skills of deve
17、loping new customersClass Hour建议学时】periods/1 学时【案例1】由于工作需要，我们要经常在线上开发客户，因此我们平常会经常发一些电 子邮件，或聊天工具和社交软件上发一些文字，用于开拓新客户，或者向新客户 宣传推广自己公司的基本信息和产品型号。工作量会很大，所以我们可以建立一 个开发信的模版，可以节约时间，提高工作效率开发信的模板：(1) Customer sources介绍来源，可靠的介绍人或场合(2) Self-introduction 自我介绍(3) Providing the information that the prospective cli
18、ent needs 提供客户需要 的信息(4) Express your gratitude & State your wishes 表达感谢及合作的愿望 范例:Dear Hamza,Nice to know you through Linkedln!Were a professional WOVEN gannent manufacturer with 30 years experience. Our customers includes some famous European brands, like Tom Tailor, Celio, Marc oTolo, Khujo, Zaland
19、o, Teddy Smith, etcIf need bulk quotation or production, pls kindly contact me.On the other hand, since we work with famous brands for years, we can also help you develop, or even design, new collection for new seasons.If you like, I can show you some style photos for reference.Best regards,Hannah X
20、iaoNanjing Hanhi Cousulting Co., Ltd.Add: 5F, Jiaye Town, 158 Lushan Road, Nanjing , China 210001Email: Web: 【案例2】Dear Mr. Anthony,Have you received my email on 02/18/2020 regarding the quotation for textile?Best RegardsCeceilABC COMPANY分析与沟通技巧:有时候提醒一下客人，只需要简短的一两句话就行。认真的客人看到自然会 回复。没有太大诚意购买的客人不回，也不会浪
21、费我们太多时间。【案例3】Dear Stephanie,Merry Christmas! Wish you a healthy and prosperous new year!Best RegardsCeceilABC COMPANY分析与沟通技巧:利用节假日或者客人的生日，或重大事件等，适当问候客户，发个电子贺卡 或者送个小礼物。虽然老套，也是一个有效的联络感情的方法。【案例4】Dear Mr Gary,How are you? Hope everything is OK with you all along.Now we are writing for keeping in touch w
22、ith you for further business. If any new inquiry, welcome here and we will try our best to satisfy you well with competitive price as per your request.By the way, how about your order with item 10249? If still pending, we would like to offer our latest price to promote an opportunity to cooperate wi
23、th each other.Warmest Regards,DingoABC COMPANY分析与沟通技巧:这是常用的和客人保持联络的理由。一方面问问客人有没有要打样报价的, 另一方面再次聊回对方之前报过价的款式，以更低的价格来吸引他。如果之前给客人寄过样品或图册，也就是提供过服务给客人，这时完全可以 理直气壮地问问客人有没有感兴趣的或者挑中了哪些款式/型号。Learning Task 1Learning Task 2Evaluations:II) She said the daily greeting has become a custom.她说每天的问候已经成为一种习惯。database
24、del tabei s n. an organized set of data that is stored in a computer and can be looked at and used in various ways 数据库e.g. I) The database allows you to access the sales figures in a number of ways.该数据库能让你以多种方式获取销售数字。II) They maintain a database of hotels that cater for businesswomen.他们维护着一个服务于商界女性的
25、酒店资料库。maintenance mei ntonons n. the act of making a state or situation continue 维持； 保持e.g. I) The operator has to be able to carry out routine maintenance of the machine.操作员必须能对机器进行日常维护。II) Customer maintenance becomes the most important part of enterprise marketing practice.顾客维系成为企业营销实践工作的重中之重。ide
26、ntify al denti fai v. to find or discover sb/sth 找至!|；发现e.g. I) As yet they have not identified a buyer for the company.迄今为止他们还没有为公司找到买主。II) The manager claimed to have identified the underlying reason of the delivery delay. 经理声称已查明交货延误的根本原因。connection ko nekj n n. a relationship between two things,
27、 people, or groups 关系;联系e.g. I) He denied there was a direct connection between the two issues.他否认两者之间有直接的联系。II) There must be a method to help buyers and sellers to form a strong connection.必须有一个方法来帮助买家和卖家形成牢固的联系。relation |n lei n n. the way in which two people, groups or countries behave towards e
28、ach other or deal with each other 关系；联系；交往e.g. I) This theory bears no relation to reality.这个理论和现实没什么联系。II) The company has a track record of good employee relations.公司有员工关系良好的记录。tie tai n. a strong connection between people or organizations 联系； 关系； 纽带 e.g. I) The firm has close ties with an America
29、n corporation.这家公司与一家美国公司关系密切。II) My social life and business life are closely tied.我的社交生活和工作联系紧密。preference prefrons n. a thing that is liked better or best 偏爱的事物;最喜爱的东西 e.g. I) The company carried out a study of customer preferences.这家公司对消费者的喜好进行了研究II) Among the varieties available, my preference
30、stays with the old and lovely pink-fashioned variety.可供选择的品种当中，我还是偏好这种老式、可爱、带有粉色花朵的类型。 enjoyable i n djo I obi adj. giving pleasure有乐趣的；使人快乐的；令人愉快的 e.g. I) I hope you have an enjoyable shopping experience.我希望您有愉快的购物体验。II) It was much more enjoyable than I had expected.这比我预期的有趣得多。faithful | fraedj al
31、 1| adj. staying with or supporting a particular person, organization or belief忠实的；忠诚的e.g. I) She was rewarded for her 40 years* faithful service with the company.她为公司忠诚服务了 40年，因而获得奖赏。II) I have been a faithful customer of your store for many years.我多年来一直是贵店的忠实顾客。Step 2: Learning Useful Expressions
32、学习实用表达Common Phrases常用词组】日常问候 daily greetings个人信息 personal information品牌偏好 brand preference日常联系 regular contactCommon Phrases常用词组】日常问候 daily greetings个人信息 personal information品牌偏好 brand preference日常联系 regular contact购买记录 purchase history购买偏好 buying preference客户数据库 customer database特别折扣 special disco
33、unt老顾主 regular customersBrilliant Sentences 精彩句型】1. Ils our pleasure to provide you with satisfactory products.为您提供满意的产品是我们的荣幸。2. We know your preference very well since you are our high quality customer.我们非常了解您的喜好，因为您是我们的优质客户。3. We have prepared a special gift card for you to express our sincere wi
34、shes.我们为您准备了一张特别的礼品卡，以表达我们真挚的祝福。4. May the happiness around you today and always.愿快乐永伴您左右。5. We are looking forward to your visit to our shop again.我们期待您再次光临我们店铺。6. Youre a regular customer here. I am glad to make an exception for you.您是这里的常客。我很高兴为您破例一次。7. We give 20% discount for regular customers.
35、我们给常客打8折。8. Thanks for your continuous support for our store.感谢您对我们店铺一直以来的支持。9. You can enjoy an additional 20% off for the new arrivals since you are the regular customer of our store.因为您是我们店的常客，您可以享受新品8折的优惠。10. We will continue to provide you with our best quality services.我们会一如既往地为您提供最优质服务。Step 3
36、: Learning Practical Dialogues 学习实用对话Please try to role play the following dialogue, especially pay attention to the underlined parts.A: Dear customer, Wish you a merry Christmas.亲，祝您圣诞节快乐！B: Thank you.谢谢。A: You are our VIP customer, ourshop has a special Christmas promotion for VIP. AH the goods ar
37、e 50% off on Chrislmas day.您是我们VIP顾客，我们特别对VIP顾客推出圣诞特别促销活动，全店 商品在圣诞日打5折。B: Thats a good deal.这很划算啊。A: Yes. Choosing and ordering are welcome. Wish you and your family a very merry Christmas again.是的，快来选购吧！再次祝您和您的家人圣诞快乐。Step 4: Learning Classic Cases 学习经典案例Case Analysis 1： Daily Greetings to Regular C
38、ustomersFl常问候老客户的主要目的是加深客户对有过购物经历的店铺的印象。同时、卖家在问 候信中可以推荐最近的新品或者介绍店铺的最新优惠活动，以提升店铺产品的流量，促进二 次销售。最后用对老客户的一句简短问候作为结尾，以增添亲切感。批注w用i：称呼买家的姓名批注W用2:问候买家批注W用3:告诉买家新品上架，期待选购批注W用4:美好祝福ExampleDear Mr. Watson,How have you been? You have not visited our store for a long time. We have released many high-quality new
39、products recently, we expect you to come!May the job and happiness around you today and always.Yours sincerely,NameCase Analysis 2： Holiday Greetings to Regular Customers批注W用5:称呼买家的姓名节假日的真诚问候是卖家用来维系客户关系的重要方式，可以给客户留下深刻的印象。 卖家在问候信中可以给客户提供节假日的特别折扣或是节假日小礼物，这些举动都会使客户 深为感动。Dear Mrs. Richardson,Christmas D
40、ay is coming soon. We have prepared a special gift card for you to express oursincere wishes. Besides, you will enjoy 20% off and free shipping for the Christmas Season. We are here waiting for you!I hope you have an enjoyable time!Yours sincerely,批注W用6:圣诞节问候批注W用刀:再多花一点心思吸引买家来店铺购买产 品批注W用8:祝福语NameSte
41、p 5: Complete Learning Tasks 完成学习任务你在eBay平台上经营一家办公用品店铺，因产品物美价廉，深受广大客户喜爱。感恩 节即将到来,请给老客户发送节假日邮件，并介绍节日特别促销活动，建立良好的客户关系。Learning Activity 2 Products Promotion to Old and New Customers学习活动2向新老客户推广产品Learning Objectives 学习目标】Learn core vocabularies related to products promotion1. Learn useful expressions a
42、nd sentences related to products promotionLearn about the writing methods of promoting products to new and old customersClass Hour建议学时】2 periods/2 学时Learning Task学习任务】请在学习本章节内容后，用所学知识点和相关句型给店铺新老客户发送产品推广邮件, 要求内容清晰，表达准确，语言得体，能使用恰当的营销策略开发新客户。Learning Process 学习过程Step 1: Learning Core Vocabularies 学习核心词
43、汇promotion pro mouf n n. activities done in order to increase the sales of a product or service; a set of advertisements for a particular product or service 促销活动；广告宣传e.g. I) Her job is mainly concerned with sales and promotion.她的工作主要是销售和广告宣传方面的。II) Ask about special promotions and weekend deals too.
44、也问一问特别促销和周末特价的情况。anniversary jcni v3 ： sori n. a date that is an exact number of years after the date of an important or special event 周年名己念日e.g. I) The company is celebrating its tenth anniversary this year.这个公司今年将举办成立10周年庆典。II) To celebrate the first anniversary of the establishment of the store,
45、we will hold a grand promotion.为纪念店铺成立一周年，我们举行盛大的促销活动。available o vci 】obl adj. that you can get, buy or find 可获得的；可购得的；可找到的 e.g. I) The catalog includes helpful information on the different bike models available.目录中包括了在售的各种型号自行车的有用信息。II) A wide range of colors and patterns are available.各种颜色和样式都有。p
46、rocess | prsu ses n. a series of things that are done in order to achieve a particular result 过程；进程e.g. I) The only question is how fast the process will be.唯一的问题是这个过程会有多快。II) Customer Maintenance is a slow, gradual process.客户维护是一个缓慢、渐进的过程。coupon ku： po n n. a small piece of printed paper that you c
47、an exchange for sth or that gives you the right to buy sth at a cheaper price than normal (贝勾物)优 惠券e.g. I) Bring the coupon below to any Tecno store and pay just $ 10,99.持下面的优惠券到任意一家Tecno专卖店，只需付10. 99美元。II) I want to take advantage of this coupon before it expires.我想在这张优惠券到期之前用一下。preferential , prefs renj 11 adj. giving an advantage to a particular person or group 优惠 的e.g. I) Preferential tax policy has promotive effect on attracting foreign investment.优惠的税收政策对我国吸引外资起到了积极的促进作用。II) I will gi