购物问题

Describe a problem you had while shopping online or in a store You should say:

When it happened What you bought What problem you had

and explain how you felt about the experience.

Plan your talk:

When it happened:

(Optional) Where you did the shopping；

What you bought:

(Optional) give more details about the product or service；

(Optional) if it was a good deal:

What problem you had:

(Optional) If it was a common issue:

(Optional) How you resolved the issue:

And explain how you feel about the experience.

(Optional) If you feel it was a good service；

(Optional) How you would avoid the same problem in the future.

解题思路：

本题是一个比较新的事件题，讲述网上或者线下购物中可能遇到的问题·我们其实在购物中可能遇到的问题，包括支付不通过，缺货售罄，寄送时间过长，网上购物的话还可以讲图片与收到的实物不符，评论不真实等。我们在解决这些问题时候可以把感受作为主线，比如开始觉得很烦，后来网站或者商家服务很好，问题得到解决很开心等。当然如果说不够两分钟，还可以适当描述一下产品、或者服务的特征。

Sample Answer ：

Now I would like to tell you an online shopping experience I had about one month ago. I was browsing Taobao cos lots of items were on sale. I thought getting a pair of trainers could be a good idea. The choosing part was pretty easy. A pair of trainers from my favourite designer were at 1/3 price so without any hesitation, I put them in the cart for checking out.

However, after typing in my credit card information, the transaction could not go through. There was a pop-up windowing saying the information did not match. I double checked everything, the card number, expiry date, CVV code, etc...all those things were correct. Usually, I would just give up the purchase. But for that time, I felt it was a really good deal and I had been thinking about buying that pair of boots for a long time so I decided to call the customer service. The lady told me to double check if my billing address matched the address registered with the bank and that was why the credit card did not work. Then I got all the problem sorted out.

Moving on to how I feel about the experience... I would say online shopping is always a good choice cos we can shop a wide selection of shops around the world simultaneously to find the perfect item at a resonable price. Best of all, the item is delivered to our doors which means there is no more carrying heavy bags around town. Also, the experience taught me that we need to update our banking profile on time and banks are really strict with online transactions. At the same time, I feel it is good to see merchants are actually taking more efforts on protecting clients from electronic scams or frauds.

Part 3

Question:What kind of service do you think is good?

解题思路:

这是一道主观观点题，其实我们可以回答的范围和内容还是很广泛的。比如好的服务就是让客人觉得会有附加价值，更个性化的知道客人的需求，给予情绪价值等等。我们在论述这种题目的时候，为了支持自己的观点，可以相应的给出一些例子，避免只是主观的说理，会让观点更有说服力·相应的我们还可以延伸一下这些服务带来的好处。

Sample Answer:

Well, the first type that I can think about is to put on some add-on values, by which I mean, clients can get some extra from a product or a service, feeling they are cared, like you can get one-year free tech-support when purchase a digital camera. Also, clients can be invited to some seminars to get knowledge and trend about the digital world. Additionally, I believe good service also means personalized features. For example, clients can get coupons based on their recent buying history or getting a discount around their birthdays so they can feel being treated as individuals.

Question:What are the differences between shopping online and in stores?

解题思路:

这个题目是一个对比题，在语言上要注意用到一些比较级，以及比较是对比关系的连接词等。内容上，其实这个题目可以说的内容还是很多的，比如线下店，我们可以真真切切的看到商品，感受一下，看看其是否适合自己等在尝试新的商品的时候就很必要:线上的很大不同就是我们的选择会更多，类似商品可以通过不同的平台去进行比价，且社恐的话就不需要去一些人多拥挤的地方等。

Sample Answer:

Well, there are so many differences that I can think about actually. Going to a store means you can touch and feel a product before buying it, which can be important when you are about to try something in a new style or to find the perfect size, like a wig or a pair of shoes. By finding the perfect fit, we can save lots of time and don't need to worry about exchanges. In contrast, online shopping can help us to compare the prices, features better cos we can go to different virtual stores or platforms within one click. That avoid us from going through crowded stores, feeling tired as well.

Question:What problems do customers often have while shopping?

解题思路:

其实在构思这个题目的时候，我们可以想一下线上和线下购物各有什么问题。比如线上很大的问题就是物品的质量，我们看到的图片或者评论似乎很好，但收到实物时候发现质量不过关，但价格又不贵，虽然性价比不高，但是我们可能懒得去退款:线下可能会有冲动消费，因为广告和打折，而顺手买了一些其实用不到的产品，进而产生浪费和愧悔的感觉。

Sample Answer:

The biggest is issue is probably product quality. I mean nobody wants to receive a new t-shirt with lots expectation, only finding it starts to shrink and color gets faded even after one wash. This could happen a lot now, especially for online shopping simply because we can not see products in reality.

Another common problem, I guess would be impulsive shopping. People tend to buy things they don't really need after being tempted by discounts or advertisements. This may cause waste of money and regrets all the time.

Question:What do you think customers should do when there are problems with the products they bought online?

解题思路：

这个题目问的是网上购物遇到问题后我们应该有什么解决方法·我们首先应该就是可以和商家协商退款或者更换，原因是现在的各种退款政策都是比较公开透明，给予买家一定的保护;同时，还可以上诉到平台，作出终裁;除此以外，一些银行也会提供支持，比如客人付款，但是商家事实上没有发货，银行可以介入调查是否是涉嫌欺诈。

Sample Answer:

First things first, they should go back to the merchant or the store with a proof the purchase. Usually, customers can get a refund or an exchange as the policies now are pretty good and transparent. If customers and merchants cannot reach an agreement, they can escalate the case to the online platform for more solutions. Plus, banks are another customers can turn to if they paid for something but did not receive the product or the service as described.

Some of the banks can do the investigation for clients as well.

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