《跨境电商实务英》参考答案 项目8参考答案.docVIP

PAGE I PAGE I Project 8 教材册 Task 1 Settling Disputes and Complaints Part One Warming Up Ⅰ. 1. C 2. A 3. B 4. E 5. F 6. D Ⅱ. 1. Settling complaints does allow sellers to see where they need improvement. If a product or service is not living up to customer expectations, they can evaluate that product or service and attempt to make improvements. If sellers are handled quickly, it may prevent the customer from revealing the problems to the public. Settling complaints also gives the seller to an opportunity to solve the problem before receiving any more complaints or losing customers. Part Two Case Study Case 1 Ⅰ. A. 1 B. 3 C. 2 Ⅱ. 1. The seller will send the buyer a replacement free of charge right now. 2. Because the customs have over 1,000 parcels to check and all the parcels have to be checked in turns. 3. The seller confirmed with the shipping agent about the delivery status and would update the buyer once the parcel arrived in New Zealand. Case 2 Ⅰ. A. 3 B. 2 C. 1 Ⅱ. 1．包装部门忘记把喷雾放入纸盒中了。 2．我们有专业的包装团队，这种情况极少发生。 3．我们希望这次不幸的事件不会影响我们之间的关系。 Task 2 Dealing With Customer Feedback Part One Warming Up Ⅰ. NG P NT P NT P NG P Ⅱ. Comments on products refer to the service evaluation from buyers to sellers about the description accuracy of products, communication quality, response speed, and delivery time of products at the end of the transaction. For Cross-border E-commerce sellers, comments on products are very effective sales tools. More than 90% of buyers said they would read the comments before placing the order; more than 80% of the buyers said their buying behavior was affected by positive ratio and comments on products. Part Two Case Study Case 1 Ⅰ. Ⅱ. 1. S: Hi, thank you for your five-star review. It really means a lot to us. B: No problem. You are a nice seller and I’m pleased with the smooth communication. I want to share this with more buyers. 2. S: Thank you for your encouragement. It means a great deal to us. B: My pleas