跨境電商客服英語練習參考答案Task14:HowtoReplyOrderCancellation任務十四：訂單取消確認函AFTERYOUREADA.UnderstandMainIdeas:1.What’suseofrecommendingotherproducts?Toshowoffsomeofyourbeststuff,eithertopsellersornewestoffering.Thismeansyoucanexcitethemaboutwhatelseyouhave.2.Whatareusualincentiveoptionsmentionedinthepassage?Freeshippingonthenextorder,freeshippingafteracertainamount,adiscount,afreegiftwithanyorder.B.UnderstandDetails:InwhatbestwayscanyouturnOrderCancellationintoamoney-makingopportunityfinally?helpingyourcustomersletgoofstressconcernedtothecancellationeventmaintainingproducts’qualityrecommendingotherproductsalltheaboveKey:DWhichofthefollowingisnotthereasonforcustomers’ordercancellation?nolongersatisfiedwiththeprevioustradepriceorderedthewrongcolororsizeorderedthewrongstylehadnointerestsinthatparticularproductKey:A‘Remember,taketheopportunitytobuildupyourbrandinallsituations.’Whichofthefollowingcanbestreplacethephrasebuildupinthatsentence?maintainestablishpromotespreadKey:BWhatcouldbeshownoffwithautomatedProductRecommendations?similarproductsout-of-seasonitemstopsellersornewestofferingsspecialoffersKey:CWhichisacommonincentiveoptiontomakeyourcustomerscomeback?afreegiftwithanyorderadiscountfreeshippingonthenextorderalltheaboveKey:DC.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.訂單取消函即向客戶確認他們所取消的訂單。(acknowledge)CancellationConfirmationemailenablesyoutoacknowledgecustomers’cancellationanyplacedorder.2.在書寫訂單取消函的時候，切記這不意味著該顧客已經與你的公司徹底斷絕關系。(becompletelydonewith)Whenyoucraftthecancellationconfirmation,rememberthatthisdoesn’tmeanyourcustomeriscompletelydonewithyourcompany.3.顧客可能不想要或不喜歡某一件特定的產品，但是你可以借機向其展示一些最好的東西。(showoff)Customersmaynothavewantedorlikedthisparticularproduct,butyoushouldtakethisopportunitytoshowoffsomeofyourbeststuff.4.我們感激您的繼續惠顧，誠如我們尊重您終止協議的決定一樣。（Asmuchas）Asmuchaswewouldlikeyourcontinuedpatronage,werespectyourdecisiontoceaseyouragreement.5.本郵件旨在通知您已經在六月三日取消訂單。(servesasanotification)ThisemailservesasanotificationthatyouhavecancelledyourorderonJune3rd.E.CraftCancellationConfirmation1.Writeacancellationconfirmationwithfullrefundbasedonthefollowinginformation.Customer:MonicaWadeDate:11/21/2019OrderNumber:CX5-0000758-82314-12ProductName:RoseWaterBalancingFacialToner;RefundableAmount:$16.95;TimetoRevertAccount:5DaysCompany:B.WITCHINGBATHCO.;Representative:KatelynHuston;Title:CustomerSupportOfficer;Email:customerservice@Telephone:(833)330-2284Sample:HeyMonicaWade,Wearesadtohearthatyouwouldliketocancelyourorder.Asmuchaswewouldlikeyourcontinuedpatronage,werespectyourdecisiontoceaseyouragreement.Asfortherequestofcancellation,wewouldbeprocessingtheFULLREFUNDassoonaswecan.Pleasetakenotethatitmaytake5daystorevertyouraccount.OrderDetails:OrderNumber:CX5-0000758-82314-12Date:11/21/2019RoseWaterBalancingFacialToner$16.95RefundableAmount$16.95Shouldyouhaveanyquestionsregardingourservices,feelfreetocheckourFAQ’sonthewebsite.Wehopetoprovideyouwithbetterproductsagaininthefuture.VerySincerelyKatelynHustonCustomerSupportOfficerEmail:customerservice@Telephone:(833)330-22842.Writeacancellationconfirmationaftershippingbasedonthefollowinginformation.Customer:MonicaWade;Date:11/21/2019;TrackNumber:CTAFT0000160477YQ;ProductName:RoseWaterBalancingFacialToner;RefundableAmount:$16.95;ReturnPolicies:/articles.asp?id=3Company:B.WITCHINGBATHCO.;Representative:KatelynHuston;Title:CustomerSupportOfficer;Email:customerservice@Telephone:(833)330-2284Sample:DearMonicaWade,Thisemailservesasanotificationthatyouhavecancelledyourorderon11/21/2019.Toourregret,thisonewasn’tthebestfitforyou.However,theparcelhasbeenshippedouttothedestination,andpleasecheckthetrackingnumberfortheshipment:CTAFT0000160477YQAsperourlatecancellationpolicy,ifyoucancelyourorderAFTERithasbeenshipped,thecancellationwillhavetobetreatedasaReturnwithallapplicablefees.Pleasefollowour

ReturnPolicies&Procedures:/articles.asp?id=3.Thankyouforyourunderstandingandwelookforwardtoservingyouinthefuture.VerySincerelyKatelynHustonCustomerSupportOfficerEmail:customerservice@Telephone:(833)330-2284Chapter3:Post-transactionActivities第三章：售后服務Task15:RespondtoRefundRequest1(AcceptClaim)任務十五：接受買家的退貨、退款要求AFTERYOUREADA.UnderstandMainIdeas:Whatshouldyoudoifacustomerrequestsarefund?Answer:handlethematterquickly;investigatethefactsthoroughly;consultyourrefundpolicy;lookforanon-refundremedy;makeareasonabledecision;followupwithyourdecisionandclearsteps;reviewyourrefundpolicy.B.UnderstandDetails:1.Ifyouignorerefundrequestsorenforceanunreasonable“norefunds”policy,you’lldo___________damagetoyourreputationandbusiness.A.littleB.limitedC.irrevocableD.acceptableKey:C2.What’sthefirststepwhenacustomerasksforarefund?A.respondinstantlyB.handlethematterquicklyCactquicklyD.alltheaboveKey:D3.Whatinformationshouldyougatherwheninvestigatingthefactsthoroughly?A.purchasedataB.paymentrecordC.otherrelateddataD.alltheaboveKey:D4.How’sthisprobingquestion“sinceyoudidn’tfinishthecourse,howdoyouknowyouaren’tsatisfied?”A.reasonableB.argumentativeC.goodD.normalKey:B5.Ifyouaren’tsurehowtorespondtothecustomer’sspecificsituation,whatcouldyoudo?A.don’trespondinstantlyB.adheretoyourbusinesspolicyC.reviewyourrefundpolicyD.adheretotheplatform’srefundpolicyKey:CC.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.如果你忽視退款請求，或者堅持不合理的不退款政策，你將給自己的名譽和業務帶來不可修復的損傷。(irrevocabledamage)Ifyouignorerefundrequestsorenforceanunreasonable“norefunds”policy,you’lldoirrevocabledamagetoyourreputationandbusiness.2.如果你一時不確定該如何處理，至少你應該回應客戶的退款要求。(acknowledge)Ifyouaren’tsurehowyou’llproceedrightaway,attheveryleastyoushouldacknowledgethecustomer’srequestforarefund.3.如果你需要向客戶收集信息，則要避免爭論性和猜疑性的口吻。(argumentativeorsuspicious)Ifyouhavetogatherinformationfromthecustomer,avoidbeingargumentativeorsuspicious.4.詢問客戶的意愿然后再否定他們的要求只會進一步降低他們的體驗。Askingwhatthey’dlikeandthendenyingtheirrequestwillfurtherdegradetheirexperience.5.一旦決定如何回應客戶的退款請求，你下一步就是告訴他們明確的決定。（respond）Onceyou’vedecidedhowyou’llrespondtothecustomer’srefundrequest,yournextstepistoreplytothecustomerwithacleardecision.客戶的滿意于我們而言至關重要，我們很樂意查看您的退款請求。(reviewyourrequest)Customerhappinessisimportanttousandwe’rehappytoreviewyourrequesttoreceivearefund.E.AcceptRefundRequest1.Writeanemailtoacceptrefundrequestbasedonthefollowinginformation.Customer:ElleKendrick;Date:11/21/2019;TrackNumber:CTAFT0000160477YQ;ProductName:NaturalHoneyFacialCleaningBar;RefundableAmount:$8.95;TimetoReviewRefundRequest:3WorkingDays;Company:B.WITCHINGBATHCO.;Representative:KatelynHuston;Title:CustomerSupportOfficer;Email:customerservice@Telephone:(833)330-2284Sample:HiElleKendrick,We’resorrytohearthatyoudidn’tenjoyyourexperienceatB.WITCHINGBATHCO.Customerhappinessisimportanttousandwe’rehappytoreviewyourrequesttoreceivearefundforNaturalHoneyFacialCleaningBar.Refundrequestsusuallytake3workingdaystoreview.Wewillinformyouoncewehavehadachancetoreview/investigateyourcase.Iftherequestisapproved,youcanexpecttherefundtobecompletedwithin30days.Ifthereisanythingelsewecanhelpyouwith,pleaseletusknowBest,

KatelynHustonCustomerSupportOfficerEmail:customerservice@Telephone:(833)330-22842.Writeanemailtoacceptproductreturnrequestwithasubjectlinebasedonthefollowinginformation.Customer:ElleKendrick;Address:36GreenwichSt.NorthHampton,CT06074USADateofReturnRequest:11/21/2019;ProductName:NaturalHoneyFacialCleaningBar;RefundableAmount:$8.95;TimetoReverttheAccount:5workingDays;Thenearestcarrierdrop-offlocationlink:/dropoff/?loc=en_USCompany:B.WITCHINGBATHCO.;Representative:KatelynHuston;Title:CustomerSupportOfficer;Email:customerservice@Telephone:(833)330-2284Address:174LincolnAve.Hawthorne,NJ07506USAShippingLabel:Sample:Subjectline:ConfirmationofNaturalHoneyFacialCleaningBarReturn.

DearElleKendrick,Perourconversationon11/21/2019,wehaveprocessedareturnoftheNaturalHoneyFacialCleaningBar.We’redisappointedthisproductdidn’tmeetyourneeds,butcertainlyunderstand.Attachedisashippinglabelyoucanprintandattachtotheitemsothatyoucanshipitbacktousfreeofcharge.Herearethethreesimplestepstofollow:PlaceNaturalHoneyFacialCleaningBarbackintotheshippingboxitcameinalongwiththeoriginalpackagingPrintandattachtheshippinglabelTakeittoyournearestUPSdrop-offlocation/dropoff/?loc=en_US.Assoonaswereceivethereturneditem,wewillissuearefund.Within5workingdays,youwillseearefundof$8.95onyourcreditcard.Weappreciateyourbusinessandhopeyouwillconsiderusforfutureemployeepurchases.Sincerely,KatelynHustonCustomerSupportOfficerEmail:customerservice@Telephone:(833)330-2284Task16:RespondtoRefundRequest2(DeclineClaim)任務十六：拒絕買家的退貨、退款要求AFTERYOUREADA.UnderstandMainIdeas:Howtorefuserefundclaimthroughemail?Answer:usecompanyletterheadorsignatures;befirmandcourteous;expressregretbutremainlogical;thankthecustomer.B.UnderstandDetails:1.Whatarethereasonsfordecliningarefund?A.oldwarrantiesB.missingtherefunddeadlineC.Theproductwaspartofapromotionwithnorefundsauthorized.D.alltheaboveKey:D2.Use______languagewhenyouexplainyourdecisiontodenytherefund.A.activeB.negativeC.positiveD.inactiveKey:A3.Whenthankingthecustomer,whatshouldthesellerindicate?GratefulnessfortheirpatronageHopefortheirnextshoppingOfferingadiscountfortheirnextpurchaseAlltheaboveKey:DC.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.為了能有效拒絕退款請求，首先你需要解釋原因。(inaneffectivemanner)Inordertodeclinerefundsinaneffectivemanner,firstyouneed

explainwhy.2.開展調查相比不告知便決定要更能別接受，即使調查結論是否定的。(uninformeddecisionmaking)Investigation,evenwhenitendsinanegativeconclusion,isappreciatedmorethanuninformeddecisionmaking.3.這能顯示你的同情心，同時也表明在這個情況下你的行為是受約束的。(empathy)Itshowsempathybutalsodemonstratethatyourhandsaretiedwhenitcomestothesituation.4.在你發送拒絕退款郵件之前，務必仔細校對檢查是否你有錯漏政策解釋。(proofread)Beforeyousendtheemaildecliningarefund,proofreaditcarefullyandchecktoseeifyoumissedanypolicyexplanations.5.據我們所知，您向我們購買的產品并不滿意。(Ithascometomyunderstanding)Ithascometomyunderstandingthatyouhavebeenunsatisfiedwithyourrecentpurchasewithusregardingtheproduct.E.DeclineRefundRequestWriteanemailtorefuserefundrequestbecausetheproductisalreadyoutofthewarranty.Customer:ElleKendrick;PurchaseDate:11/18/2018;WarrantyPeriod:1Year;ProductName:Women'sTamangitoPack20L;AlternativeProducts:RefugioBackpack28L;Link:/product/refugio-backpack-28-liters/47912.html?dwvar_47912_color=CHRT&cgid=luggage-laptop-bagsCompany:Patogonia;Representative:EmilyKimbrel;Title:CustomerSupportAssociate;Email:customerservice@Telephone:

1-800-638-6464Address:Patagonia259WSantaClaraSt.Ventura,CA93001Sample:DearElleKendrick,AboutyourdamagedWomen'sTamangitoPack20,thankyouforthephotosandinformationyouforwardedtous.Unfortunately,becauseyourWomen'sTamangitoPack20ismorethan2yearsold,itisnolongerunderwarranty,andwedonotstockthatparticularmodelanymore.WedohowevercarryawidevarietyofreasonablepricedRefugioBackpack28L,oneofwhichIamsurewillsuityourneeds.Pleasecheckoutthelinkbelow:/product/refugio-backpack-28-liters/47912.html?dwvar_47912_color=CHRT&cgid=luggage-laptop-bags.Weappreciateyourbusinessandhopeyouwillconsiderusforfutureemployeepurchases.Sincerely,EmilyKimbrelCustomerSupportAssociateTelephone:

1-800-638-6464Email:customerservice@Websiteaddress:/home/Task17:AskingforReview任務十七：要求買家對產品評價AFTERYOUREADA.UnderstandMainIdeas:1.Whycustomerreviewsaresoimportant?Givereasons.Answer:betterunderstandyourcustomersandimprovecustomerservice;credibilityandsocialproof;fightwithexperiencetosavemargins;allowcustomerstohaveavoiceandcreatecustomerloyalty;consumersareyourmarketingforyou.2.Whatarethebestpracticesofaskingforreviewthroughemail?Answer:personalizeyouremail;keepitshort;offerincentives;spotlightyourcustomer.B.UnderstandDetails:1.Byanalyzingcustomerreviews,whatareyouabletogetwithsuchinformationinput?A.CreatingagoodshoppingexperienceB.ImprovingcustomerserviceC.Keepingcontinuousfocusoncustomers'needsD.AlltheaboveKey:D2.Accordingtothepassage,howcanacustomergetsomerecommendationsbeforemakingbuyingdecisionsnowadays?A.AskinghisfriendsandthefamilyB.ClickingandcheckingreviewsitesC.AskingpeoplehetrustsD.AlltheaboveKey:D3.Newbusinessesareabletogainapositivenicheinpeople'sestimationandestimates.What'sthebestmeaningof‘niche’here?A.AmaturemarketB.AsmallbutprofitablemarketC.AcompetitivemarketD.AnewmarketKey:B4.WhichisNOTthebenefitofferedbymicro-marketingcampaign?A.improvingthesalesB.establishingaconstantpositivebusinessimageC.creatingacontinualbrandawarenessD.beingbeneficialtothebusinessforalongtermKey:A5.Whataregoodpracticeswhenaskingforreviewthroughemail?A.KeepingitshortandsimpleB.offeringincentivesC.PersonalizingyourreviewrequestemailsD.AlltheaboveKey:DC.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.1.網評創造了一個市場營銷和交互的新領域，它彌補了傳統的口碑和網紅效應之間的距離，并影響顧客的觀念。(traditionalword-of-mouthandaviralformoffeedback)Onlinereviewshavecreateda

newfieldinmarketingandcommunication

thatbridgesthegapbetweentraditionalword-of-mouthandaviralformoffeedbackthatcaninfluenceconsumer’sopinion.2.評論能夠讓新公司與更成熟的企業直接比拼，并且能從人們的預估和期待中贏得潛在的積極商機。(standshouldertoshoulderwith)Reviewsenablenewbusinessestostandshouldertoshoulderwithmoreestablishedcompetition,andpotentiallygainapositivenicheinpeople’sestimationandexpectations.3.你可以設計出世上最天花亂墜的郵件，但如果信息的開頭便是冷冰冰，毫無人情味，那么你是無法贏得郵件高點擊率和回復率。(highopenratesandresponserates)Youcandesignthemostdazzlingemailintheworld,butyouwon’tachievehighopenratesandresponseratesifthemessagefeelscoldandimpersonalfromthestart.4.如果你的置評請求郵件過于冗長，受訪者很可能在完成回復之前便放棄了(runtheriskof)Ifyourownreviewrequestemailtakestoolongtoread,youruntheriskofrespondentsabandoningitbeforecompletion.D.BuildYourSentencePutthefollowingsentencesintoEnglish.E.DeclineRefundRequestBuildareviewrequestbasedonthefollowinginformation.Customer:AustinBuckProduct:GoalZeroCrushLightChromaLanternCompany:RecreationalEquipment,IncReviewFunnelLink:/product/141607/goal-zero-crush-light-chroma-lanternRepresentative:AaronGTitle:CustomerSupportOfficerEmail:aarong@Telephone:1-253-891-2500Sample:DearAustinBuck,Thanksforbeingourcustomer.We'dliketohearhowyourexperiencewithRecreationalEquipment,Incwent.Doyoumindtakingjustafewminutestoleaveareview?Youcanleaveyourfeedbackbyvisitingthislink./product/141607/goal-zero-crush-light-chroma-lanternBest,AaronGCustomerSupportOfficerRecreationalEquipment,IncEmail:aarong@Telephone:1-253-891-2500Task18ManagingNegativeReviews任務十八：差評管理AFTERYOUREADA.UnderstandMainIdeas:Howtorespondtoanegativereviewin6steps?Answer:Step1:Respondquickly(within24-48hours):Step2:Apologizeandsympathizeinyourresponsetothenegativereview.Step3:Insertalittlemarketinginyourresponsetothebadreview.Step4:Offertomakeitright:Step5:Movetheconversationoffline.Step6:Keepyourresponsesimple,shortandsweet.B.UnderstandDetails:1.WhichofthefollowingisNOTthebenefitsofrespondingtoaglowingfive-starreview?A.one-to-onerelationshipwiththecustomerB.yourproducts’salesC.engagingwiththehappycustomerD.yourbrandidentityKeyB2.What’sthepercentageofconsumerswhonowreadonlinereviews?A.70%B.95%C.90%D.80%Key:C3.Byreplyingtoapositivereviewproperly,whatyoumaynotget?A.morevisibilityofyourbusinessB.exploringthelocalcommunityC.improvingtheSEOrankingD.generatingmorebuzzKey:B4.Whatdoesn’thelpthepositivereviewsappearinsearchresults?A.addinglocationinresponseB.usingbusinessnameinresponseC.usingcategoryinresponseD.addingproducts’introductioninresponseKey:D5.Withanextraniceresponse,what’snotyourmainpurpose?A.makingthecustomersharethisshoppingexperienceB.invitingthecustomertotryanotherserviceC.makingthecustomerspreadthewordvoluntarilyD.invitingthecustomertocomeagainKey:AC.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.1.事實上，對于評論數很少的產品，一個負面評價影響力特別大，因此其傷害力尤其大。(lowreviewcounts)Infact,forproductswithlowreviewcounts,asinglenegativereviewcanbeespeciallydamagingsinceitwillhaveagreatimpact.2.當今高度數碼化、高透明的社會，對差評置之不理不再可取。(nolongeranoption)Intoday’shighlydigital,supertransparentsociety,simplyignoringabadreviewisnolongeranoption.

3.快速回復顯示你與客戶的反饋同調，并且你積極投身于自己的業務。(intunewith)Respondquickly,showthatyou’reintunewithcustomerfeedbackandthatyou’reanactiveparticipantinyourbusiness.4.一旦你在線上公開回應，努力與客戶本人取得聯系，并且證明不只是在作秀。(respondedpubliclyonline)Onceyou’verespondedpubliclyonline,makeanefforttocontactthecustomerpersonallytoproveit’snotallforshow.5.回應負面評價時，迎難而上至關重要。(takethehighroad)It’simportanttotakethehighroadwhenrespondingtonegativereviews.6.我們努力保持我們的最高服務標準，但很顯然我們在您的這單上達到目標。(fallshort)Wetrytomaintainthehigheststandardsofservice,butit’sclearwefellshortinyourcase.D.BuildYourSentencePutthefollowingsentencesintoEnglish.E.DeclineRefundRequestMakearesponsetoanegativereviewbasedontheinformationbelow.Customer:TillieJ;ProductName:TheLuckyBlanket;Company:B.WITCHINGBATHCO.;Representative:KatelynHuston;Title:CustomerSupportOfficer;Email:customerservice@Telephone:(833)330-2284Sample:HiTillieJ:Mysincerestapologiesfortheexperienceyouhad.Iassureyouthisisn’tatypicalsituation.Mostofourcustomershadpleasantexperiencewiththeblanket,soI’dliketospeakwithyoufurthertohelpremedythesituation.MynameisKatelynHuston,andI’mtheCustomerSupportOfficer-pleasegivemeacallat(833)330-2284.BestRegards,KatelynHustonCustomerSupportOfficerB.WITCHINGBATHCO.Email:customerservice@Telephone:(833)330-2284Task19ManagingPositiveReviews任務十九：好評管理AFTERYOUREADA.UnderstandMainIdeas:1.Whyshouldyoualwaysrespondtoapositivereview?Answer:It’sthepolitethingtodo.Everyoneislooking.Activelycreating.Itaffectssearchrankings.2.Pleasewritedownfivestepstorespondeffectivelytoapositivereview.Step1:Thankthecustomerforthepositivereviewandbespecific.Step2:Usethebusinessnameandkeywordsinyourreviewresponsetothegoodreview.Step3:Addalittlemarketingtoyourreviewresponse.Step4:Invitecustomertodosomethinginyourresponse.Step5.SharethereviewB.UnderstandDetails:1.Ifagoodcustomerleavesaglowingfive-starreview,itcangetsomethingbetterthanthat,right?A.yesB.noC.notsureD.noideaKey:A2.What’sthepercentageofcustomerswhonowreadonlinereviews?A.50%B.70%C.90%D.100%Key:C3.HowtoimprovetheSEOrankingofthereview?A.replyquicklyB.replyinstantlyC.replyproperlyD.replyaccuratelyKey:C4.What’sthetechniqueinthefollowingreply“Didyouknowwejuststartedapromotion?”A.ThankthecustomerB.SharethereviewC.InvitecustomertodosomethinginyourresponseD.AddalittlemarketingtoyourreviewresponseKey:DC.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.對好評的回應是與滿意的顧客進行交互的簡便方式，這有助于你的品牌形象以及你與客戶之間一對一的關系。(one-to-onerelationship)Respondingtoapositivereviewisaneasywaytoengagewithhappycustomersthatbenefitsbothyourbrandidentity,andyourone-to-onerelationshipwiththatcustomer.2.切記，線上評價是評價網站是公開的，因此圍繞你的品牌所展開的積極性對話會給你的業務創造奇跡。(dowondersfor)Remember,onlinereviewsandreviewsitesarepublic,sothepositiveconversationsthathappenaboutyourbrandherecandowondersforyourbusiness!3.借助恰如其分地回應，你可以提高搜索引擎最優化的評價排名，并是的自己經營的業務出現在搜索結果中。(SEOrankingofthereview)Byreplyingproperly,youcanimprovetheSEOrankingofthereview,andhelpthereviewshowupinsearchresultsforabusiness.4.感謝置評，并提及這個設計。您說的沒錯，該設計恰是我們的驕傲！(leaveareview)Thanksforleavingareview,andmentioningthedesign.You’reright,itisabsolutelywhatweareproudof!5.您的公開回應會被其他人看到，包括你未來的客戶在內，因此可以加入一些營銷內容吧！（throwinsomemarketing）Yourreplyispublicandwillbereadbyothers,includingfuturecustomers,sothrowinsomemarketing!E.DeclineRefundRequestMakearesponsetoapositivereviewwithofferingdiscountbasedontheinformationbelow.Customer:TillieJ;ProductName:TheLuckyBlanket;Company:B.WITCHINGBATHCO.;DiscountforthenextPurchase:5%off;Representative:KatelynHuston;Title:CustomerSupportOfficer;Email:customerservice@Telephone:(833)330-2284Sample:TillieJ,WetakeprideingivingoutstandingproducttoeverycustomerhereatB.WITCHINGBATHCO..Wearehappytohearthatyourvisitwasnoexception,thanksforleavingthewonderfulreview!Didyouknowweoffer5%offdiscountforthenextpurchase?Lookforwardtoseeingyounexttime!WarmRegards,KatelynHustonCustomerSupportOfficerB.WITCHINGBATHCO.Email:customerservice@Telephone:(833)330-2284Chapter4:FAQPage第四章：常見問題及回答頁Task20:HowtoBuildFAQPages任務二十：如何設計常見問題及回答頁AFTERYOUREADA.UnderstandMainIdeas:1.WhatisaFAQpage?Answer:FAQisapartofyourpagestorewhereyouaddresscommonconcerns,questionsandobjectionsthatcustomershave.2.CouldyoupleaselistqualitiesofagreatEcommerceFAQpage?Answer:Writequestionsfromthecustomer'sperspective;Writeinapositivetone;Keepitshortandsimple;Concludewithcontactinformation;IncludeaCall-to-action.B.UnderstandDetails:1.WhatdoesaFAQpagegenerallyaddress?A.commonconcernsB.majorquestionsC.objectionsD.alltheaboveKey:D2.What'suseofbuildinganinformativeFAQpage?Choosethewrongoneoutofthefollowing.A.convertonlinebuyersB.actasthefirstpointofcontactforcustomerslookingforanswersC.benefitcustomersatdifferentpartsofthepurchasingjourneyD.reducetheoverallanxietyofpurchasingonlineKey:A3.HowdoyouwritequestionstoensureyourFAQeffective?A.usethecommontemplatesB.fromthecustomer'spointofviewC.fromthebusiness'pointofviewD.createuniquetemplatesKey:B4.WhenbuildingaFAQpage,whichrule(s)ofthumbcanyoufollow?A.writeinapositivetoneB.keepitshortandsimpleC.includeaCTAandcontactinformationD.alltheaboveKey:D5.WhyisitnecessarytoaddbusinesscontactinformationattheendoftheFAQpage?Pickthewrongone.A.itgivescustomerstheabilitytobettergetintouchwithyouB.itanswerscustomersuniquequestionsC.itgivesvisitorsasinglewaytoreachyouD.itpaintsyourbusinessascommunicativeandwelcomingKey:CC.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.常見問題及回答部分處理的是細節問題。(dealwith)TheFAQsectiondealswiththedetails.2.在客戶直接向你提問需求答案之前，你的常見問題及回答頁同樣可以扮演第一聯系點的角色。(actasthefirstpointofcontact)YourFAQpagecanalsoactasthefirstpointofcontactforcustomerslookingforanswersbeforetheyreachouttoyoudirectlywiththeirquestions.3.以買家視角書寫問題，并以買家視角回答問題。(customer’s/business’pointofview)Writequestionsthatcomefromthecustomer’spointofviewandanswerthemfromyourbusiness’pointofview.4.你希望你的電商常見問題及回答頁展現權威，但是務必謹慎以避免回答過去繁瑣。(wordy)YouwantyourEcommerceFAQpagetoshowcaseauthority,butbecarefulnottogettoowordywithyouranswers.5.萬一你的常見問題及回答頁無法回答客戶提問，就在該頁底部加上你的業務聯系信息。(businesscontactinformation)IncaseyourFAQdoesn’tansweracustomer’squestion,addyourbusinesscontactinformationattheendofthepage.Task21:PaymentPolicyFAQTemplate任務二十一：付款政策的FAQ頁模版設計AFTERYOUREADA.UnderstandMainIdeas:Whatisoneofthefirstpoliciestoconsider?Answer:Oneofthefirstpoliciestoconsideriswhatpaymentmethodyou'llaccept.B.UnderstandDetails:1.Whatshouldyouexplainclearlytoyourcustomer?A.paymentmethodsB.creditcardsC.giftvouchersD.alltheaboveKey:D2.Whatlanguageisnotneededhere?A.simplelanguageB.plainlanguageC.clearandconciselanguageD.fancysentencesKey:DWhichofthefollowingisacommonissueinpaymentpolicy?PaymentmethodsConversationrateofthecurrencyFailedpaymentAlltheaboveKey:DC.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.你首先要考慮的政策之一便是你能接受的付款方式。(paymentmethod)Oneofthefirstpoliciestoconsideriswhatpaymentmethodyou'llaccept.2.我們現在只接受客戶用以下當地貨幣：人民幣、美元、加拿大元、歐元。(localcurrency)Wecurrentlyonlysupportthefollowingcurrenciesforchargingourcustomersintheirlocalcurrencies:CHN,USD,CADandEUR.3.您可以使用借記卡或有效期內的銀聯、萬事達、維薩信用卡進行支付。()Youcanpayforyourbillsbyusing

debitoravalidcreditcardfromUnionPay,Mastercard,orVisa.4.此外，我們還接受支付寶、貝寶、亞馬遜支付、蘋果支付和谷歌支付。(additionally)

WeadditionallyoffersupportforAlipay,PayPal,AmazonPay,ApplePay,andGooglePay5.退款可能需要15天，但是通常時間會更短一些（約在3至5個工作日以內），具體取決于您的發卡機構。(carissuer)Itcantakeupto15daysforrefundtobeissued,butitisquiteoftensooner(within3-5workingdays)dependentonyourcardissuer.E.Buildy