《跨境电商客服英语》课件——Task 20 如何构建常见问题及回答页.pptx

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WhatisaFAQpage?

什么是常见问题及回答页

Incontrasttoalandingpage(落地页，即用户点击促销图片进入店铺的第一页),?wherethegoalistoconvertbuyers(转化买家),theFrequentlyAskedQuestions(FAQ)sectionisapartofyourstorewhereyouaddresscommonconcerns,questions,andobjectionsthatcustomershave.

It’sdifferentfromtheproductiondescriptionpagewhereyoutellthebroaderstorybehindyourbrand.TheFAQsection,instead,dealswiththedetails.It‘sthego-todestination(首选目的地)forfindinganswerstospecificquestionsaboutyourproductorbusinessoperation.

;landingpage

落地页，即用户点击促销图片进入店铺的第一页);YourFAQpagecanalsoactasthefirstpointofcontactforcustomerslookingforanswersbeforetheyreachouttoyoudirectlywiththeirquestions.

Whenusedright,yourFAQpagecanbenefitcustomersatdifferentpartsofthepurchasingjourney—whetherthey’reintheconsiderationphaselookingtounderstandhowyousource(采购)yourproductoranexistingcustomertroubleshootingaproblem.

Inshort,aFAQpagereducestheoverallanxietyofpurchasingonline—andthatgoesalongwayingettingon-the-fence(观望中的)customerstobuyfromyou.;2.QualitiesofaGreatEcommerceFAQPage

优秀常见问题及回答页的必备品质

IfyoudecidethatyourstorecoulduseaFAQ,itistimewritegoodquestionsandanswersforyourcustomers.Emphasisontheword‘good’.

Notmuchfeelsworsethancreatingahelpfulresource,onlytofindoutthatitperformspoorlyinaction.ToensureyourFAQiseffective,herearesomeimportantrulesofthumb(经验法则)tofollow:;?2.1WriteQuestionsfromtheCustomer’sPerspective(买家立场)

Writequestionsthatcomefromthecustomer’spointofviewandanswerthemfromyourbusiness’pointofview.

Thismockdialogue(模拟对话)createsamoreconversational,relatable,andenjoyablemethodofframing(构建)yourquestionsandanswers.VisitorstoyourFAQwillhavemoreconfidenceinitscontentwhentheyseeyouknowwherethey’recomingfrom.;Frame(v.)

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