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1、Chapter 1-Product Information Inquiry 教学课件跨境电商实用英语Chapter 1跨境电商实用英语Chapter 1Product Information Inquiry03Mini-Project02Passage Reading01Warming-up目录CONTENSTAfter studying this chapter,you are expected to:Acquire basic knowledge about the online communication toolsUse appropriate expressions to intro
2、duce a product to customersMaster the skills of replying to customers inquiry clearly and professionallyDevelop an honest and dependable work styleLearning GoalsChapter 1PART ONE/Warming-up0101TaskWork in groups.Look at what the following people say or do and express your own opinions with your grou
3、p members.Try to relate to your personal experience.An experienced seller said,“The success rate of the order will be up to 70%if the seller can respond to the buyers inquiry within 1 hour”.Cross-border E-commerce sellers can communicate with customers fast and conveniently through various online ch
4、at software.Skype,WhatsApp,Viber,Foxmail and TradeManager are some of the main chat tools.ABChapter 1PART TWO/Passage Reading0 02 2Product Information InquiryOn the Cross-border E-commerce platforms,the seller will usually introduce the products(or services)in details on the description page,includi
5、ng 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
6、 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 thro
7、ugh email 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 products,promote customers to purchase and improve customer conversion
8、rate.Product quality is the foundation and source of healthy development of e-commerce,and the core competitiveness of sustainable management of a company.As the e-commerce platforms only provide pictures and description of products,buyers are unable to determine the quality.Before ordering the prod
9、ucts,the buyer may inquire about the quality of them.Customer service staff should be patient and truthfully answer the corresponding questions about quality,trying to win orders.When sellers release a product,they should describe the product materials accurately,especially for products like bags an
10、d shoes.The price will differ a lot for different materials they use.The price of some leather products like bags and shoes are high,so the buyer will worry about the authenticity of the material.Receiving such inquiries about the material,the seller should communicate with the buyer sincerely.It is
11、 best to attach some relevant customer reviews to eliminate buyers doubts and promote the transaction.Besides product quality and materials,color is also an important factor to attract buyers to place an order.Some buyers may be interested in the product,but the color provided may not meet their dem
12、and.For these buyers,the seller should carefully understand the individual needs,and actively guide them to place an order.As for product specifications and size issues,the seller will generally describe on the product details page,but it does not exclude some buyers who will ignore this information
13、.In the event of inquiries about product specifications and size,the seller should repeat the detailed specifications and size of the product and guide the buyer to confirm the specifications and size on the product details page again.In addition,some products of Cross-border E-commerce are for dome
14、stic sales,so there will be size issues,especially for products like clothing and shoes.There are many disputes arising from different size standards,so it is a troublesome problem for many sellers.How to avoid such disputes?In addition to carefully set the size chart,the seller should respond the s
15、ize questions in details and with patience,which will play a significant role in avoiding disputes and improving customer experience and satisfaction.New Words specification/spesfken/n.1a detailed description of how sth is,or should be,designed or made 规格；规范e.g.I)The toy has been produced exactly to
16、 our specifications.这些玩具完全按我们的规格生产。II)Examination confirmed that the quality of the products was up to specification.经检查，产品质量符合规范。2reliable/rlabl/adj.that can be trusted to do things well;that you can rely on 可信赖的；可依靠的e.g.I)We are looking for salesmen who is reliable and hard-working.我们正在物色可靠且工作努力的推
17、销员。II)Cars made in German are so reliable.德国制造的汽车非常可靠。3consistency/knsstnsi/n.the quality of always behaving in the same way or of having the same standard,etc.;the quality of being consistent 一致性；连贯性e.g.I)She has played with great consistency all season.她整个赛季表现得相当稳定。II)We need to ensure the consist
18、ency of service to our customers.我们需要确保对客户的服务的一致性。4proficient/prfnt/adj.able to do sth well because of training and practice 熟练的；娴熟的；精通的；训练有素的e.g.I)She is proficient in several languages.她精通好几种语言。II)He is proficient at his job.他精通工作。5promotional/prmnl/adj.connected with advertising 广告宣传的；推销的e.g.I)We
19、 can use the logo in all our promotional products.我们可以将这个标志用于所有的促销产品。II)Discounts and promotional activities will draw more consumers.折扣和促销活动将吸引更多的消费者。6foundation/fanden/n.a principle,an idea or a fact that sth is based on and that it grows from 基本原理；根据；基础e.g.I)Communication and understanding provid
20、e a solid foundation for customer relationship.沟通和理解是客户关系的牢固基础。II)The complaint is totally without foundation.这起投诉毫无事实根据。7sustainable/sstenbl/adj.that can continue or be continued for a long time 可持续的e.g.I)Our focus is on sustainable development.我们的焦点在可持续发展上。II)The present policy may not be sustaina
21、ble.目前的政策可能无法持续。8Corresponding/krspnd/adj.matching or connected with sth that you have just mentioned 相应的；相关的e.g.I)Profits have risen by 15 percent compared with the corresponding period last year.与去年同期相比，利润增长了 15%。II)Given each picture a number corresponding to its position on the page.按所在页面位置给每一幅图
22、片编上相对应的号码。9release/rli:s/v.to make sth available to the public 公开；公布；发布e.g.I)The new products will be released onto the market in May.新产品将于 5 月投放市场。II)The government have released no further details about the project.政府没有发布关于这个项目进一步的细节。10eliminate/lmnet/v.to remove or get rid of sth/sb 排除；清除；消除e.g.I
23、)Credit cards eliminate the need to carry a lot of cash.有了信用卡就无须携带大量现金。II)We have eliminated all statistical tables,which are of interest only to the specialist.我们删去了全部统计表格，只有专家才对这些表格感兴趣。11exclude/ksklu:d/v.to deliberately not include sth in what you are doing or considering 不包括；不放在考虑之列e.g.I)We shou
24、ld not exclude the possibility of negotiation.我们不应该排除谈判的可能性。II)The price has been excluded from the cost of shipping.此价格已从运费中扣除。12ignore/gn:(r)/v.to pay no attention to 忽视；对不予理会e.g.I)They completely ignore these facts as if they never existed.他们完全忽略了这些事实，就仿佛它们不存在似的。II)I made a suggestion but they ch
25、ose to ignore it.我提了个建议，但他们不予理会。13 troublesome/trblsm/adj.causing trouble,pain,etc.over a long period of time 令人烦恼的；讨厌的；令人痛苦的e.g.I)The economy has become a troublesome issue for the Conservative Party.经济已成为保守党的一大难题。II)Managing money is both trivial and troublesome.理财是一件既烦琐又麻烦的事。Phrases&Expressions1e
26、.g.I)I intend to take full advantage of this App to buy the things we need.我打算充分利用这个 App 来购买所需的物品。II)They intend to claim for damages against the supplier.他们打算向供货商提出损害赔偿要求。intend to打算（做）；想要（做）2e.g.I)More and more people begin to be concerned about our natural environment.越来越多的人开始关注我们的自然环境。II)You sho
27、uld be concerned about the needs of potential customers.你应该关心潜在客户的需求。be concerned about关心；挂念3e.g.I)A high customer conversion rate depends on many factors.高客户转化率取决于多种因素。II)Increasing conversion rate is an extremely powerful way of increasing your sales.提高转化率是增加销售额的一种非常有效的方式。conversion rate转化率4e.g.I)
28、Talent is the core competitiveness of enterprises.人才是企业的核心竞争力。II)Improving abilities of independent innovation is the key to enhance the core competitiveness of firms.提高自主创新能力是企业提升核心竞争力的关键。core competitiveness核心竞争力5e.g.I)Meeting customers demand is the ultimate of our company.满足客户需求是我们公司的最终目标。II)Our
29、 shop will release new products every month to meet different customers demand.我们店铺将每月推出新产品以满足不同客户的需求。meet ones demand满足某人的需求6e.g.I)You really need to have a desire to help customers with their individual needs.你确实要有意愿去帮助顾客满足他们的个人需要。II)The development of the business platform should satisfy the indi
30、vidual needs of target customers.业务平台的发展应该满足目标客户的个人需要。individual needs个 人 需 要7e.g.I)Many Chinese state-owned enterprises rely almost entirely on domestic sales.许多中国国有企业几乎完全依靠内销。II)Domestic market sales remained stable.国内市场销售保持平稳。domestic sales内 销8e.g.I)Any dispute that may arise from under this cont
31、ract shall be settled by arbitration.本合同所发生的一切争议均应通过仲裁解决。II)Misunderstanding may arise from the improper analysis of the problems.如果问题分析不当，便可能造成误解。arise from产生于；起因于Task 1Work in pairs.Read the above passage and answer the following questions.1 1 Why are some customers concerned about the consistency
32、 of the products and the advertising?2 2 What can customer service staff do to put away the worries of customers before they buy products?3 3 What should seller do when they receive buyers inquiry about specification and size of the product?Task 2Complete the following sentences with the words or ph
33、rases in the box.Change the form if necessary.1 We use automated systems to confirm the_of credit card purchases.2 Science and technology hold the key to Chinas economic prosperity and_ development.3 Figures_yesterday show retail sales were down in March.4 Today,culture branding and creative industr
34、y have become part of the_ of modern cities.sustainableauthenticityarise fromCore competitivenessindividual needsdisputereleasetransactionComplete the following sentences with the words or phrases in the box.Change the form if necessary.5 These changes_differences in climate and the nature of the co
35、untry.6 They have made huge profit out of the_.7 Our site must cater to the_of visitors.8 Resolving the_will require a mood of conciliation on both sides.sustainableauthenticityarise fromCore competitivenessindividual needsdisputereleasetransactionTask 3Translate the following sentences into English
36、,using the expressions in brackets.1 我们将继续与供应商合作调节存货，以满足客户需求。(meet ones demand)2 该国目前的困难起因于货币贬值。(arise from)3 风险不可能完全消除，但可以通过防范和培训来降低。(eliminate)Translate the following sentences into English,using the expressions in brackets.4 产业园区的建设对城市的可持续发展起到了至关重要的作用。(sustainable)5 这一争端与谈判没有直接联系。(dispute)6 货币供应量
37、的改变随即引起支出的相应改变。(corresponding)Chapter 1PART THREE/Mini-Project0 03 3卖家在处理国外买家的询盘时，要确保询盘回复的及时性和有效性。由于时差，卖家既可以根据自身上班时间来回复，也可以按照买家当地上班时间设置邮件发送时间。卖家在处理询盘时要方法得当，为尽快争取订单打下基础。卖家需掌握 3C 原则，即 Clearness（清楚）、Conciseness（简洁）、Courtesy（礼貌）。要做到清晰地回答买家提出的问题，尽可能使用简洁的词汇和句子，不需要长篇大论地介绍公司或店铺；多使用 please、help、kindly、could、
38、thank you、appreciate 等礼貌用语来回复询盘，以获得买家的好感和信任。Sample 1关于产品价格的询问和回复Hi,seller,how much is this hairpin?当卖家收到买家的询价时，回复函应包含感谢买家询价、希望与买家建立业务关系、说明产品零售报价以及批发价等信息。Dear friend,Thanks a lot for your inquiry.We value the chance to do business with you.The price of the hairpin you are interested is$5.If you order
39、 a quantity of 10,we can offer you the bulk price of$4.5 with free shipping.We look forward to your early reply.Best regards,询问回复回复Sample 2关于产品质量的询问和回复Hi,how about the quality of the stuffed toys?Are they made from environmental friendly materials and tested by the National Quality Control Departmen
40、t?由于跨境电商平台仅仅提供产品图片和产品文字描述，买家无法直观把握产品质量，因此部分买家在下单前会就质量问题进行咨询。卖家应感谢买家咨询，并如实、友好地回答相应的质量疑问，让买家放心购买。Dear friend,Thank you for your inquiry.Our stuffed toys are of very good quality and obtained favorable comments from customers.We only use environmental friendly materials and we can guarantee that the st
41、uffed toys are well up to all standards.We are looking forward to receiving your order early.Yours truly,询问回复回复Sample 3关于产品材料的询问和回复Hi,this ladys handbag looks nice.Is it made of 100%genuine leather?一些产品，如包、鞋类往往因材质不同在售价上存在较大的差距。上述询盘中，买家对于女士手包是否 100%真皮材质存在一定的疑虑。为了打消买家的顾虑，卖家给予了明确回复，并附上已购买该类产品的其他买家的评价来进
42、一步增加该产品材质的可信度，以争取订单成交。Dear friend,Thanks for your interests in our item.This handbag is the bestseller in our store.The handbag is made of 100%genuine chamois.Dont worry about the material.You can refer to the feedbacks from our buyers.Please contact us if you have any problems.Best regards,询问回复回复Sa
43、mple 4关于产品规格的询问和回复Hi,do you have this ladys handbag?Would you please tell me the specification about it?Thank you!在下面这则回复函中，卖家针对买家对产品规格的疑问，重述了该产品的具体规格，并附上截图以引导买家再次确认详情页中更多的截图信息。此外，卖家承诺会在接到订单后的 24 小时内安排发货，极大提升了店铺的客户体验。Dear friend,The ladys handbag you are interested in is this years latest style.The
44、detailed size is 30 cm(Length)25 cm(Height)18 cm(Width).You can learn more information about it from the picture we attached below.We have this item in stock and we will arrange the delivery within 24 hours once you place an order.I hope to hear from you soon.Best regards,询问回复回复Sample 5关于产品尺寸的询问和回复H
45、i,I want to buy this dress from your store.Would you please help me choose the size for bust 85 cm,waist 70 cm and hip 85 cm?Thank you!一些跨境电商卖家出售的服装或鞋类产品为本国内销产品，在尺码的设置上与国外不同。由于尺码标准不同引起的退换货以及纠纷屡见不鲜。以下回复函中，卖家首先对买家的咨询表示感谢，再详细解释产品尺码的选择，并根据买家提供的信息进行合适尺码的推荐。为避免纠纷，卖家恳请买家理解，因为手工测量可能会产生 12 厘米的误差。该卖家的回复周到而全面，
46、会给买家留下良好印象。询问Sample 5关于产品尺寸的询问和回复Dear friend,Thank you for your interest in our item.We offer four different sizes S,M,L and XL.According to the information you offered,we suggest you choose size S.Please allow 1-2 cm errors due to manual measurement.We have the S size in stock and we will ship it w
47、ithin 24 hours once you place an order.Please contact us if you have any questions.Best regards,回复回复Sample 6关于产品颜色的询问和回复Hi,do you have this sofa in blue color?Thank you!每位买家对颜色都有不同的喜好。上述买家中意蓝色的沙发，但卖家提供颜色的备选项里只有米黄色和白色。为了挽留该买家，卖家推荐的方案是如果买家愿意多等待3040 天，可以为其私人定制一款蓝色沙发。该卖家的回复既专业又体贴，对于提升买家购物体验有非常重大的意义。Dear
48、 friend,Thank you for your inquiry.The sofa you are interested in only comes in beige and white in stock.If you want the blue color,we can customize it for you.But you have to wait 30-40 more days.Could you please consider about it?Hope to hear from you soon.Best wishes,询问回复回复Sample 7关于产品订购数量的询问和回复H
49、i,Im interested in your product Bulk Wholesale Red Turkey Scarf with Ruffle and Id like to know what your minimum order is.Thank you!在下面的回复函中，卖家清晰地告诉买家该产品的起订量，同时简洁地概述产品的畅销度，表明卖家对自己的产品充满信心。Dear friend,Thanks for your inquiry.The minimum order quantity is 100 pieces.This scarf is the best-selling prod
50、uct in our shop and enjoyed a good reputation in many countries.We are looking forward to receiving your order early.Yours truly,询问回复（有回复（有货）卖家接到买家关于产品数量询盘而出现产品库存不足的情况时，应及时与买家沟通。方案一：确认产品的出厂时间，并与买家沟通发货时间，为争取订单可以承诺附赠礼物或优惠券；方案二：与买家沟通更换颜色或者更换款式；方案三：如果买家不接受，可以退款给买家。Sample 7关于产品订购数量的询问和回复Dear,There is an