1,Unit7,新職業英語,職業綜合英語1第2版,2,Contents,3,Warm-1-1,Task1Completethefollowingsurveyformaboutcampuscanteens.,4,Warm-1-2,Task2SupposeyouaretheCEOoftheCampusCanteenCorporation.Accordingtothecompletedsurveyabove,areyourcustomerssatisfied?Howcouldyoumakeimprovements?,5,ReadingA,ReadingA,Text,Task1,Task2,BusinessKnow-how,6,TextA-1,IReallyWanttoKnowFridaynightIwentoffmydiet.IdaresayIdeservedagoodmealafterlosingthetwentypoundsIgainedfromtoomanytripstoManhattanrestaurantslastyear.MywifeandIwenttooneofourfavoriteHoustonrestaurantstocelebratethesuccessfulconclusionofmydiet.,ReadingA,7,TextA-2,Thefood,asalways,waswonderful.Theservicewasevenbetterthanusual.IreallywouldhavegiventherestauranttopmarksoneveryitembutIdidnt.Why?Wellseeinamoment.,ReadingA,8,TextA-3,Itisadmirableforanorganizationtowanttomeasurecustomersatisfaction.However,todosocorrectly,theentiremeasurementprocessmustbeproperlydesignedandimplementedfromstarttofinish.Properquestionnairedesignisjustthefirststepintheprocess.Equallyasimportantisestablishingaprocessofgatheringdatawhichwillobtainarepresentativesampleofcustomers,andwhichkeepsbiastoaminimum.Thisiswheremanyorganizationsfail.Thisiswherethisparticularrestaurantfailed.,ReadingA,9,TextA-4,Afterwehadfinishedourcoffee,thewaiterbroughtoverthecheck.Withthecheckwasabriefcustomersatisfactionsurvey.Onesideofthequestionnairecontainedanotefromtheowner,beginningwiththewords“Ireallywanttoknow”.Theothersideofthequestionnairecontainedafewstandardmeasurementitemsandroomforcomments.Whatwasalittledifferentaboutthissurveywasthatthequestionnairehadalreadybeenfilledoutbythewaiter.Onascaleof“excellent”,“good”,and“needsimprovement”,thewaiterhaddrawnalinethroughallthe“excellent”boxes.,ReadingA,10,TextA-5,AsmuchasIenjoyedtheservice,Iwasnotabouttodepositaquestionnairethatsomebodyelsehadcompletedintoaballotbox.However,manypeoplewouldreturnsuchaquestionnairewithoutthinkingtwice.,ReadingA,11,TextA-6,Theowneroftherestaurantisonlyfoolinghimselfbykeepingthecurrentcustomersatisfactionmeasurementprograminplace.Ifhe“reallywantstoknow”,hewouldbebetteroffaskingsomeonetohandoutpostage-paidquestionnairestopeopleastheylefttherestaurant.,ReadingA,12,TextA-7,Ifyouhaveacustomersatisfactionmeasurementprograminplace,orifyouarethinkingofimplementingone,weurgeyoutogiveasmuchattentiontothedistributionandcollectionprocessasyoudotothequestionnairedesign.,ReadingA,13,A-Trans-1,ReadingA,我真的很想知道周五晚上我結束了節食。把去年因常去曼哈頓的餐館吃飯而增加的20磅減掉之后，我敢說我該理直氣壯地美餐一頓了。為了慶祝節食成功，我和太太去了休斯頓一家我們最喜歡的餐館。,14,A-Trans-2,飯菜與往常一樣，味道好極了，服務比平常還要好。我真想給這家餐館的每個項目都打最高分，但我沒有。為什么？一會兒我們就知道了。,ReadingA,15,A-Trans-3,一家公司想度量一下顧客滿意度是件好事。但是，要想把這件事做好，整個度量過程必須妥善設計，并自始至終完整地實施。合理設計調查問卷僅僅是這個過程的第一步。為了能夠從顧客那里獲得代表性的數據樣本，并將偏見降到最低，建立數據搜集程序也同樣重要。許多公司卻未能做到這一點，而這也正是這家餐館的失敗之處。,ReadingA,16,A-Trans-4,話說我們喝完咖啡之后，侍者拿來了賬單。與賬單附在一起的，還有一份簡要的顧客滿意度調查問卷。問卷的一面是餐館老板的一份說明，開頭寫著“我真的很想知道”；另一面是一些標準的測量項目，以及顧客填寫意見的空白處。有一點不同的是，這份調查問卷已經由侍者填完了。在“很好”、“好”和“有待提高”三個級別上，侍者已經在所有“很好”的方框內劃了一條線。,ReadingA,17,A-Trans-5,盡管我很滿意這家餐館的服務，我也不打算把一份已由別人完成了的調查問卷放到意見箱里。然而，很多人卻會不假思索就將這種問卷交回。,ReadingA,18,A-Trans-6,如此進行顧客滿意度調查，這家餐館的老板只是在愚弄自己罷了。如果他“真的很想知道”，在顧客離開時，讓人給他們分發一些郵資已付的調查問卷，會對他更有好處。,ReadingA,19,A-Trans-7,如果你正在進行或者正打算進行顧客滿意度調查，我們強烈建議你除了注重問卷的設計外，也要特別注意問卷的發放和回收過程。,ReadingA,20,tostop,ReadingA,gooff,e.g.Hewentoffdrivingaftertheaccident.,21,e.g.YouvebeenworkingallthemorningIthinkyoudeservearest.,ReadingA,deserve,v.tohaveearnedsomethingbygoodorbadactionsorbehavior,22,e.g.LastweekIgainedanotherfivepounds.,ReadingA,gain,v.toincreaseinweight,speed,heightorvalue,23,e.g.Thisessayisadmirableinallrespects.,ReadingA,admirable,a.havingmanygoodqualitiesthatpeoplerespectandadmire,24,e.g.Educationshouldntbemeasuredonlybyexaminationresults.,ReadingA,measure,v.tojudgetheimportanceorvalueofsomething,25,e.g.Itwastheworstdayinmyentirelife.,ReadingA,entire,a.whole;complete,26,e.g.Wehavedecidedtoimplementthepresidentssuggestioninfull.,ReadingA,implement,v.totakeactionorputintopractice,27,e.g.1.Mygrandfatherestablishedthefamilybusinessin1938.2.Therelationshipsbetweenthetwocompanieswereestablishedtwoyearsago.,ReadingA,establish,v.tostart;tosetup,28,v.togetsomethingespeciallybymeansofeffort,ReadingA,obtain,e.g.Wewishtoobtainfirst-handinformation.,29,e.g.Theyhaveconductedaresearchinthisparticularfield.,ReadingA,particular,a.unusual,singleanddifferentfromothers,30,n.ageneralexaminationorstudy(ofconditions,opinions,etc.),especiallycarriedoutbyaskingpeoplequestions,ReadingA,survey,e.g.Arecentsurveyshowsthatmanyteenagersspendthreehoursadayplayingcomputergames.,31,n.opiniongivenbrieflyinspeechorwritingaboutsomethingorsomeone,ReadingA,comment,e.g.Doyouhaveanycommentstomakeuponmystory?,32,tocomplete(aform)byansweringthequestionsinthespacesprovided,ReadingA,fillout,e.g.Couldyoufilloutthisapplicationformquickly?,33,v.toputsomethingdowninaparticularplace;toputmoneyorsomethingvaluableinabankorotherplaceswhereitwillbesafe,ReadingA,deposit,e.g.1.Shedepositedhercaseinthecorner.2.Youareadvisedtodeposityourvaluablesinthehotelsafe.,34,tothinkverycarefullyaboutsomething,ReadingA,thinktwice,e.g.Theteacheradvisedhimtothinktwicebeforedecidingtoquitschool.,35,inexistenceandreadytobeused,ReadingA,inplace,e.g.Thenewregulationsarenowinplace.,36,togivesomethingtoeachmemberofagroup,ReadingA,handout,e.g.Couldyoustarthandingthesebooksout,please?,37,v.tostronglyadvisesomeonetodosomething,ReadingA,urge,e.g.Brownurgedhertoreconsiderhisdecision.,38,n.theactofsharingthingsamongalargegroupofpeopleinaplannedway,ReadingA,distribution,e.g.Thedistributionofthefoodsuppliesintheearthquakeareabegantwodaysago.,39,A-Task1-1,Task1Answerthefollowingquestionsaccordingtothepassage.,Wheredoesthewritermostprobablylive?2.Whydidthemanandhiswifegototheirfavoriterestaurantfordinner?3.Whyistheprocessofgatheringdataimportantforcustomersatisfactionmeasurement?,Houston.,Becausetheywantedtocelebratethesuccessfulconclusionofhisdiet.,Becauseithelpstoobtainarepresentativesampleofcustomersandkeepbiastoaminimum.,ReadingA,40,A-Task1-2,4.Whatdidtheownersnoteinthequestionnairebeginwith?5.Inordertosuccessfullymeasurecustomersatisfaction,whatshouldanorganizationpaymuchattentionto?,Itbeganwiththewords“Ireallywanttoknow”.,Itshouldpaymuchattentiontothedistributionandcollectionprocess.,ReadingA,41,A-Task2,Task2Decidewhetherthefollowingstatementsaretrue(T)orfalse(F)accordingtothepassage.,ReadingA,()1.Thewriterwasnotsatisfiedwiththemealoftherestaurant.()2.Establishingaprocessofgatheringdataisasimportantasproperquestionnairedesignforcustomersatisfactionmeasurement.()3.Theowneroftherestaurantdidntreallywanttomeasurecustomersatisfaction.()4.Thewriterhadntintendedtofillintheblankquestionnaire.()5.Thewriterthoughtpostage-paidquestionnaireswouldbeagoodwaytomeasurecustomersatisfaction.,F,T,T,F,T,42,BusinessKnow-how,ConductingaSurvey,Establishthegoalsoftheprojectwhattolearn;Determinewhatpeoplearetargetedandhowmanyaretobeinterviewed;Choosehowtointerview(facetoface,telephone,etc.);Designthequestionnaire;Pretestthequestionnaire,ifpractical;Conductinterviewsandcollectdata;Analyzethedataproducethefindings.,43,ReadingB,ReadingB,Text,Task1,Task2,44,TextB-1,ReadingB,AppleCare+foriPhone,EveryiPhonecomeswithayearswarranty.Thewarrantyguaranteesthehardwareforafullyearandincludesupto90dayssupport.AppleCare+extendsthewarrantytotwoyearsfromtheoriginaldateofpurchaseandincludestwoincidentsofaccidentaldamage,eachsubjecttoa$79servicefeeplusapplicabletax.,45,TextB-2,ReadingB,OnestopfortechnicalsupportAppleCare+providesone-stopserviceandsupportfromAppleexpertsincluding:DirectaccesstoAppleexperts;Repairsbymail:mailinyouriPhoneusingaprepaidshippingboxprovidedbyApple;Repairsinstore:TakeyouriPhonetoanAppleRetailStoreorotherAppleAuthorizedServiceProvider;ExpressReplacementService.,46,TextB-2,ReadingB,SoftwaresupportincludedWithAppleCare+,AppleexpertscanhelpissueswithyouriPhoneincluding:Connectingtowirelessnetworks;UsingApple-brandediPhoneappssuchasMailandCalendar.,ApplehardwarecoverAppleCare+providesrepairorreplacementcover,bothpartsandlabor,fromApple-authorizedtechnicians,including:iPhone;Battery;Includedearphonesandaccessories.,47,TextB-2,ReadingB,Importantnotes1.AppleCare+shouldbepurchasedwithin30daysofthedateyouboughtyournewiPhone.After30days,AppleCare+maybepurchasedatanAppleRetailStoreorthroughanAppleCareContactCenter.2.TobuyAppleCare+atanAppleRetailStore,aspecialistwillfirstneedtoverifyyouriPhonepurchasedateandconfirmthatyouriPhonehasnopre-existingdamage.3.TobuyAppleCare+fromanAppleCareContactCenter,youwillberequiredtoverifyyourpurchasedateandrunadiagnostictoconfirmthatyouriPhonehasnopre-existingdamage.,48,B-Trans-1,ReadingB,蘋果手機延保服務,每部蘋果手機均可享有一年的硬件保修服務和長達90天的免費技術支持。購買了蘋果手機延保服務的手機可以將保修時限延長到購機起兩年之內，還可獲得多達兩次的意外損壞保修服務。該項維修每次需要收取79美元和相應的稅金。,49,B-Trans-1,ReadingB,一站式技術支持蘋果手機延保服務可以提供蘋果公司技術專家一站式服務和技術支持，包括：直接獲得蘋果公司技術專家的幫助；郵寄維修：用蘋果公司提供的郵資已付郵包將你的報修手機郵寄給蘋果公司維修；用戶送修：將你的蘋果手機帶至蘋果零售店或蘋果授權服務提供商處維修；特快更換服務。,50,B-Trans-2,ReadingB,蘋果硬件保修蘋果手機延保服務提供由蘋果公司授權技術人員進行的維修或更換服務，涵蓋部件和人工費，包括：手機；電池；原配耳機和配件。蘋果自帶軟件技術支持在蘋果手機延保服務條件下，蘋果公司技術專家可以幫你解決手機的疑難問題，包括：連接到無線網絡；使用郵件和日歷等蘋果品牌的手機應用程序。,51,B-Trans-2,ReadingB,重要提示1蘋果手機延保服務須在購買手機之日起30天內購買。如果在購買手機時沒有選購蘋果手機延保服務，你仍可前往蘋果零售店或致電蘋果手機延保服務聯系中心進行購買。2在蘋果零售店購買蘋果手機延保服務，專家需要先核實你的購機日期，并確認手機之前無任何損壞。3如果致電蘋果手機延保服務聯系中心進行購買，你需要先通過購買日期驗證，并運行診斷程序以確認你的手機之前無任何損壞。,52,B-Task1,ReadingB,Task1Decidewhetherthefollowingstatementsaretrue(T)orfalse(F)accordingtothewarranty.,53,B-Task2,ReadingB,Task2SurftheofficialwebsiteofAppleandfindanswerstothefollowingcustomersquestions.,Howmuchwillmyin-warrantyservicecost?Answer:Warrantyserviceforeligiblerepairsisavailable_for_monthsfromthedateofpurchase.Whattypesofdamagearenotcoveredbymywarranty?Answer:ApplesLimitedWarrantyforiPhoneexcludescoveragefordamageresultingfrom_,disassembly,unauthorized_andunauthorizedmodifications.CanIextendservicecoverageonmyiPhonebeyondthewarranty?Answer:AppleCare+extendsthewarrantyto_yearsfromtheoriginaldateofpurchaseandincludes_incidentsofaccidentaldamagefromhandling,eachsubjecttoa_servicefeeplusapplicabletax.,A,B,C,atnocharge,twelve,accident,service,two,two,$79,54,Listening,Task1,Task2,Task3,Task4,Task5,Listeningourworkcannotbedonewithoutcomputers.Ourworkhasbeenaffected.W:Sorry,sir.Wepromise.M:Whatifwedontgetitbythen?Ourmanageryourservice.Thisisourfirstorder,andthingslikethisshouldnthavehappened.W:Ifullyunderstandyourpositionatthismoment.Idohopethisincidentwontaffectourfuturebusinessrelations.M:Well,Ihopeso.,shouldhavereachedyou,becauseofthedelay,youllgetitnextMonday,isntsatisfiedwith,Thiswill,neverhappenagain,ListeningRefertothesampleonPage106;Todoaresearchandthenanalyzethedatacollected;In-classpresentation.,68,LanguageLab,LanguageLab,Task1,Task2,Task3,Task4,Task5,69,LL-Task1,LanguageLab,Task1Matchthewordsorphrasesontheleftwiththeirmeaningsontheright.,A.haveanincreaseinB.inexistenceandreadytobeusedC.haveearnedsomethingbygoodorbadactionsorbehaviorD.stronglyadvisesomeonetodosomethingE.takeactionorputintopracticeF.opiniongivenbrieflyinspeechorwritingaboutsomethingorsomeoneG.setup;startH.ageneralexaminationorstudy(ofconditions,opinions,etc.),especiallycarriedoutbyaskingpeoplequestionsI.unusual,singleanddifferentfromothersJ.whole;complete,()1.deserve()2.entire()3.survey()4.gain()5.particular()6.urge()ment()8.implement()9.establish()10.inplace,C,J,H,A,I,D,F,E,G,B,70,LL-Task2,LanguageLab,Task2Completethesentenceswiththefollowingwordsorphrases.Changetheformifnecessary.,AfterTompassedhisdrivingtest,he_anapplicationforhisdriverslicense.2.MaryandIhave_cooking,soweliveonsaladsthesedays.3.IfIwereyou,Id_beforeinvestingthemoneyinthatbusiness.4.Hehadreadthenovelhimself,andmadequiteafew_onit.5.Thecommitteessuggestionwillbe_oncethepresidentgivesthepermission.,filledout,goneoff,thinktwice,comments,implemented,commentthinktwiceimplementgoofffillout,71,LL-Task3-1,LanguageLab,Task3Rewritethefollowingsentencesafterthemodels.,Model1:Anorganizationwantstomeasurecustomersatisfaction.Thatisadmirable.Itisadmirableforanorganizationtowanttomeasurecustomersatisfaction.1.Iwilltranslatethisarticle.Thatwillbedifficult.Itwillbedifficultformetotranslatethisarticle.2.Thepolicemanhasexplainedtohimwhathadhappened.Thatisnecessary.Itisnecessaryforthepolicemantohaveexplainedtohimwhathadhappened.3.Thelostchildrenwillfindtheirwayhome.Thatwontbepossible.Itwontbepossibleforthelostchildrentofindtheirwayhome.,72,LL-Task3-2,LanguageLab,Model2:Onesideofthequestionnairecontainedanotefromtheowner.Thenotebeganwiththewords“Ireallywanttoknow”.Onesideofthequestionnairecontainedanotefromtheowner,beginningwiththewords“Ireallywanttoknow”.Itrainedfortwoweekscontinuously.Thatcompletelyruinedourholiday.Itrainedfortwoweekscontinuously,completelyruiningourholiday.2.Theycameintotheoffice.Theyweresingingandlaughing.Theycameintotheoffice,singingandlaughing.3.Thesecretaryworkedlateintothenight.Shewaspreparingalongspeechforthemanager.Thesecretaryworkedlateintothenight,preparingalongspeechforthemanager.,73,LL-Task4-1,LanguageLab,Task4Choosethebestanswerstocompletethefollowingpassage.,Whowasitthatsaid“Thecustomerisalwaysright”?Maybethecustomerisntalwaysright,butifyouwanttokeepthem,makesuretheylikeyou.Runyoureyesdownthefollowinglistandseehowmanyyoucantickoff:*Wealwayshavea1smileforeverycustomer.*Wearewarmand2toallcustomers.*Welistencarefullyandmakeitobviousthatwerelistening.*Wegivetheimpressionthatwecareandare3inthecustomers.*Weunderstandproblemsandcomplaintsand4quickly.*Weoccasionallydosomethingtopleasantly5thecustomers.*Wealwayskeepour6.*Wegivetheimpressi