Unit5CustomerService

Part1ConversationListeningConversation1WordTipscrash/kr??/n.崩潰collapsemodem/'m??d?m/n.調制解調器replacement/r?'ple?sm?nt/n.替代物sth.thatreplacestheoldone;substitutionsetting/'set??/n.設置theconditionsetinamachine

Part1ConversationListeningConversation1A.Watchthevideoclipandchoosethebestanswertoeachquestionyouhear.1.A)Tocomplainabouttheproblemswiththecomputerheboughtlastweek.B)Tocomplainabouttheproblemswiththecomputerheboughtlastmonth.C)Toaskforarefund.D)Toaskforanewermodelofcomputer.2.A)Perhapsthemanmishandledthecomputer.B)Perhapsthemanshouldreplacethemodem.C)Maybethecomputershouldbeupgraded.D)Maybethecomputershouldbediscarded.

Part1ConversationListeningConversation1A.Watchthevideoclipandchoosethebestanswertoeachquestionyouhear.3.A)Hefailstounderstandwhatthewomansaid.B)Heisinterestedinwhatthewomansaid.C)Heagreeswiththewoman.D)Hethinksthewomaniscriticizinghim.4.A)Toreplacetheoldmodemwiththelatestmodel.B)Tocallthemanearlyenough.C)Tofixthecomputerasearlyaspossible.D)Toreporttothemanagerassoonaspossible.

Part1ConversationListeningConversation1A.Watchthevideoclipandchoosethebestanswertoeachquestionyouhear.5.A)SuccessfullySolvingaCustomer’sProblems.B)ACommunicationFailure.C)DealingwithaComplaint.D)RejectingaCustomer’sDemand.

Part1ConversationListeningConversation1B.Watchthevideoclipagainandcompletethetablewiththeinformationyouhear.WhatthewomansaysWhatthemansaysWhatseemstobethe________?Heishavingproblemswithhis________________,aswellas________crashes.Whathappens______?TheInternetconnection______________.Soheguessesthemodem________________andneeds________________.Howwereyou________thecomputerwhenyoutriedto____________________?What________________isthat?It’snotthecompany’spolicyto________computersowingto__________________.Themanboughtthecomputerwith________________.Hehasnot________________.Sheasksthemanto________hiscomputerforhertocheck___________beforeshegets________tohimimmediately.______________________________________troubleInternetconnectionrepeatedexactlydoesn’tworkisbrokenareplacementusingconnecttotheInternetkindofquestionreplacesmallproblemsthesoftwareloadedtouchedanythingbringinthesettingsbackThatwillworkforhim

Part1ConversationListeningConversation1C.Pairwork:Listentotheconversationagain,repeatitsentencebysentence,andthenrole-playitinpairs.Afterthepractice,changeroles.

Part1ConversationListeningConversation1D.Inthefollowingboxofsubstitutionexpressions,tickthoseyouheardintheconversation.Memorizealltheexpressionsinthebox.Thenmakeanewconversationwithyourpartnerbyusinganyoftheexpressions.Youdon’thavetorepeatallthedetailsintheoriginalconversation.

Part1ConversationListeningConversation1What’stheproblem?Whatseemstobethetrouble?What’sthematterwithyourcomputer?

I’mhavingproblemswithmyInternetconnection.I’mhavingdifficultyconnectingtotheInternet.TheInternetconnectionisnotworking.

Part1ConversationListeningConversation1Couldyoureplacethiscomputer?Areplacementisnecessary.I’dlikeareplacement.Howcanyouasksuchaquestion?Whatdoyoumeanbythatquestion?Whatkindofquestionisthat?Whatareyousuggesting?

Part1ConversationListeningConversation1Iseeyou’reangry...Irealizeyou’reupset...Clearlyyou’reagitated...Wedon’tgiveareplacementjustbecauseofaminorproblem.It’snotourpolicytoreplacecomputersbecauseofsmallproblems.Wearenotinthehabitofreplacingcomputerswithsmallproblems.

Part1ConversationListeningConversation1Pleasebringyourcomputerhere(toourshop).Maywehavealookatyourcomputerhere?Couldyoubringinyourcomputer?OK,that’llworkforme.Well,that’sallrightwithme.That’sfinewithme.

Part1ConversationListeningConversation1E.Pair/Groupwork:Workwithyourpartner(s)todiscussthequestions.1.WhenSallyasks“HowwereyouusingthecomputerwhenyoutriedtoconnecttotheInternet”,Timgetsangryandreplieswith“Whatkindofquestionisthat?”IfyouwereinSally’sposition,whatwouldyousay?2.Whatpersonality,characterorabilitiesshouldasalesperson(aserviceperson)have?Youcanrefertothefollowingexpressionsthoughyouarenotlimitedtothem.Patientsympatheticquickinunderstandingtheproblemgoodatexpressingthanksalwaysreadytolistenwillingtoapologizegoodatprovidingvariouspossiblesolutions

Part1ConversationListeningConversation2WordTipspilfering/'p?lf?r??/n.偷竊行為theactofstealingcompensation/k?mpen'se???n/n.賠償makingupfortheloss'

Part1ConversationListeningConversation2A.WatchthevideoclipandanswerthequestionsyouhearwithY(Yes)orN(No).1.2.3.4.NYNY

Part1ConversationListeningConversation2B.Watchthevideoclipagainandfillintheblankswiththeinformationyouhear.Mr.Smithcomplainsthathehasreceiveda______________.Mr.Nixongivespossiblereasonssuchas________,________and______________.Mr.Smithinsiststhatthelossis____________________inthecontract,anddemandssome____________.Mr.Nixonpromisestoreportthe________to__________________________.Mr.Smithfurtherdemands________applesinsteadofthewronglyshipped_______________.Tothis,Mr.Smithmakesanofferof________________theGradeBapples.Mr.Smithhasto________thisto________.Mr.Nixonpromisestodo________hecanto________problems____________.shortweightlosspilferingshort-shippinglargerthanisallowedcompensationshortagetheinsurancecompanyGradeAGradeBapplesalowerpriceonreporthisbosseveryingavoidinthefuture

Part1ConversationListeningConversation2C.Pairwork:Listentotheconversationagain,repeatitsentencebysentence,andthenrole-playitinpairs.Afterthepractice,changeroles.

Part1ConversationListeningConversation2D.Inthefollowingboxofsubstitutionexpressions,tickthoseyouheardintheconversation.Memorizealltheexpressionsinthebox.Thenmakeanewconversationwithyourpartnerbyusinganyoftheexpressions.Youdon’thavetorepeatallthedetailsintheoriginalconversation:

Part1ConversationListeningConversation2everythingisgoingwrongeverythingiswrongthingshavegonewrongwehaveashort-weightproblemthere’sashortweightwewereshort-weighted

Part1ConversationListeningConversation2ithappensonceinawhileitoccursnowandthenthathappensfromtimetotimeyoumustgiveuscompensationwedeservesomecompensationyoumustcompensateus

Part1ConversationListeningConversation2Wecanasktheinsurancecompanytocovertheshortage.Wecanreporttheshortagetotheinsurancecompany.We’llasktheinsurancecompanytomakegoodontheshortage.

CouldwegiveyoualowerpriceontheGradeBapples?MayIofferyoualowerquotationontheGradeBapples?CanwesellyoutheGradeBapplesatalowerprice?

Part1ConversationListeningConversation2I’llbehesitanttoordergoodsfromyourcompany.I’llhesitateaboutorderingyourcompany’sgoods.I’llthinktwiceaboutorderinganythingelsefromyourcompany.I’llbecarefulaboutplacinganorderwithyourfirm..

Don’tworrysomuch.Pleasetakeiteasy.Relax.

Part1ConversationListeningConversation2E.Pair/GroupWork:Discusswithyourpartner(s)thefollowingquestions.1.IfyouwereMr.Smith’sboss,wouldyouwantatotalrefundorwouldyouaccepttheGradeBapplesatalowerprice?Why?2.Wouldyouliketoworkinabusinesswhereyouservecustomers?Why?

Part1ConversationListeningConversation3:AdditionalListeningandSpeakingWordTipsinvestigate/?n'vest?ɡe?t/v.調查toprobe,examine,inspectcomplaint/k?m'ple?nt/n.抱怨；投訴astatementofnotbeingsatisfiedshipment/'??pm?nt/n.裝貨；出貨theprocessofsendinggoodsfromoneplacetoanother;aload ofgoodsthataresentfromoneplacetoanotherdent/dent/n.凹痕animpressioninasurfaceroughly/'r?fl?/adv.粗魯地withroughnessorviolencehandle/'h?ndl/v.搬運；處理tomovesth.withhands;dealwithshipping/'??p??/n.運輸；海運transportation(bysea)inspect/?n'spekt/v.視察；檢驗tocheck,examine

Part1ConversationListeningConversation3:AdditionalListeningandSpeakingWordTipsImportandExportCommodityInspectionBureau進出口商品檢驗局packing/'p?k??/n.包裝材料；襯墊材料materialusedtocushionpackedgoodsdamage/'d?m?d?/v.&n.損害；損毀

Part1ConversationListeningConversation3A.Listentotheconversationandchoosethebestanswertoeachquestionyouhear.1.A)Twoemails.B)Afaxandanemail.C)Afaxandtwoemails.D)Anemailandtwofaxes.2.A)Apoormanufacturingprocess.B)RoughhandlingattheCommodityInspectionBureau.C)Roughhandlinginthestore.D)Roughhandlingintransport.3.A)Heacceptsit.B)Hedoesnotacceptit.C)Heproposesadiscount.D)Heproposesrepairingbyathirdparty.

Part1ConversationListeningConversation3A.Listentotheconversationandchoosethebestanswertoeachquestionyouhear.4.A)It’sagoodsolution.B)Abiggerdiscountisnecessary.C)Alargestoreshouldnotselldamagedgoods.D)Evenasmallstorewon’tselldamagedgoods.5.A)Hedoesnotthinkitishisbusiness.B)Hefeelsuncomfortableaboutit.C)Heisonlytoogladtoseethatresult.D)Hewillreportittohisboss.1.Sheisthereto________theman’scomplaintabout________________.

Part1ConversationListeningConversation3B.Listentotheconversationagainandanswerthequestionsbyfillingintheblanks.2.Theman’scompanyislikelytoget________________or________________fromthebuyers.3.Itis________.Obviouslyitdidn’tprotect________________from________.investigate1.Sheisthereto__________theman’scomplaintabout______________________.theirair-conditionersalotofcomplaintsrequestsforrefundstoolighttheair-conditionersshocks

Part1ConversationListeningConversation3C.Pairwork:Workwithyourpartnertodiscussthequestions.1.Whydobigstoresusuallynotsellpoor-qualityproductswhilesmallstoresoftendo?2.Ofthetwofactors—productqualityandthesalesperson’sattitude,whichismoreimportantinpromotingsales?Explain.

Part2PassageListeningPassage1WordTipsdispleased/d?s'pli?zd/adj.不快的notpleasedfrustration/fr?s'tre???n/n.懊惱thefeelingofbeingannoyedcompliment/'k?mpl?m?nt/v.恭維topraisesaysomethingtotheeffect說話的大意是saysth.withtheroughmeaning

Part2PassageListeningPassage1A.Listentothepassageandanswerthequestionsorally.1.Whenareyougoingtohavedispleasedcustomers?2.Whatshouldyoudoifthecustomersaskforthemanager?3.Whatislikelytobetheresultifyoufollowthestepsrecommendedinthepassage?.

Part2PassageListeningPassage1B.Listentothepassageagainandcompletethetablewiththeinformationyouhear.TipsDescriptionorexample1.Bepatient.Finda_______________solutionanddonotget______________________.2.Askwhatthecustomersare________________.Repeating________________theyarehavingwillhelpto_______them.Forexample,say“Ican_________________________withthatproduct”.3.Getthemanager.Iftheyaskfor________________,get________________quickly.4.Apologizeandpromise.Apologizefor________________andinformthemthat________________will______________________tocorrectit.satisfactoryangrybackatthemdispleasedwiththeproblemcalmunderstandyourfrustrationthemanagerhimorhertakingtheirtimeyourbusinessdoeverythingpossible

Part2PassageListeningPassage1B.Listentothepassageagainandcompletethetablewiththeinformationyouhear.TipsDescriptionorexample5.__________________themafterthediscussion.Say“It’speoplelikeyouthat_______________.”6.Thenexttimethey________________,doeverythingpossibleto____________.Youcanaskthemhow_____________________.Complimenthelpourbusinesscomebackbepolitetheirdayisgoing

Part2PassageListeningPassage1C.CommunicationTask:Retellthesixsellingtipsinthetext.Thefollowingkeywordsmayhelpyourememberthemainideas.patiencedetailsofthecustomer’scomplaintturningtothemanagerforhelpapologypromisingtosolvetheproblemcomplimentsayingpolitewords

Part2PassageListeningPassage2NewsReportWordTipsitem/'a?t?m/n.一件商品（或物品）articlemineral/'m?n?r?l/n.礦物Wi-Fiaccess無線上網overwhelmingmajority壓倒性的大多數

connectedtotheInternet連接互聯網linkedtotheInternetcoffeemaker咖啡機console/'k?ns??l/n.控制臺；操縱臺workout鍛煉totrainthebodybyphysicalexercisemust/m?st/n.絕對必要的事物sth.thatisabsolutelynecessarylaptop/'l?pt?p/n.筆記本電腦notebookcomputer

Part2PassageListeningPassage2NewsReportA.Listentothepassageandchoosethebestanswertoeachquestionyouhear.1.A)Whetheritisafive-starhotel.B)Whetheritsroomsarelargeenough.C)Thefreeitemsitoffers.D)Thecleaner’sservice.2.A)38.B)405.C)Morethan400.D)Morethan160.3.A)Allofthem.B)Mostofthem.C)Fewofthem.D)Noneofthem.

Part2PassageListeningPassage2NewsReportB.Pairwork:Workwithyourpartnertodiscussthequestion.Whichofthefollowingarethemostimportantfactorandtheleastimportantfactorwhenyouchooseahotel?Explainindetail.—Freeitemsliketea,coffeeandbottlesofmineralwaters—FreeWi-Fi—Price—Location

Part2PassageListeningPassage3WordTipsbackandforth來回地toandfromcross/kr?s/adj.生氣的angrypatron/'pe?tr?n/n.老顧客aregularcustomer

Part2PassageListeningPassage3ListentothejokeandmarkthestatementsyouhearT(true)orF(false).1.2.3.4.5.FTFTF

Part2PassageListeningPassage3B.Workinpairstoretellthejoke.Afteryousayonesentence,theotherstudentsuppliesthenextsentence.Thetwoofyoucarryonuntilyoufinishthewholestory.

Part2PassageListeningPassage3C.CommunicationTask:Workwithyourpartnertodiscussthequestion.Supposeyouarethemanagerofarestaurant.Ifacustomerputaflyinadishandthenaskedforcompensation,whatwouldyoudo?Explain.

Part3InterpretingA.ReadthefollowingChinesesentencesandtheirEnglishtranslationscontainingkeywordsinthi