新航标职业英语综合英语预备级学生用书Unit_5

《新航标职业英语综合英语预备级学生用书Unit_5》由会员分享，可在线阅读，更多相关《新航标职业英语综合英语预备级学生用书Unit_5（14页珍藏版）》请在装配图网上搜索。

1、Unit 5 Sales and Customer ServiceBackground 1. Customer serviceCustomer service is the provision of service to customers before, during and after a purchase. The importance of customer service may vary by product or service, industry and customer. The following are two common forms of customer servi

2、ce:Customer support.It is to assist customers in making cost effective and correct use of a product, including assistance in planning, installation, training, trouble shooting, maintenance and disposal of a product.Automated customer service.Customer service may be provided by a person such as sales

3、 and service representatives, or by automated means, such as Internet sites. An advantage with automated means is an increased ability to provide service 24-hours a day. 2. Garage saleGarage sale is an informal, irregularly scheduled event for the sale of used goods by private individuals, in which

4、sellers are not required to obtain business licenses or collect sales tax. Popular motivations for a garage sale are “spring cleaning”, moving, or earn extra money. Staples(主要产品) of garage sales include old clothing, books, toys, household knickknacks(小摆设，小玩意儿), lawn and garden tools, sports equipme

5、nt, and board games. Larger items like furniture and occasionally home appliances are also sold. Suggested teaching planItemsObjectivesSuggested TimeGetting ReadyTo learn how to describe graphs in English.10 min.Text ATo get a general idea about being a realtor and how hard it is to start a careerTo

6、 master the important expressions and structures in the text and be able to apply them in practice80 min.Language FocusTo have a good command of the core vocabulary and structures in Text ATo learn to use quantifiers45 min.Text BTo have an overview of why the customers is always right 45 min.Vocatio

7、nal FocusTo learn to deal with complaints from customers90 min. Skill FocusListening and SpeakingTo learn the differences between some similar sounds in EnglishTo practice your speaking skills 45 min.Skill FocusPractical WritingTo consolidate the use of quantifiers40 min. Practical LearningTo get fa

8、miliar with effective marketing strategies5 min.Getting Ready1.Have thestudents look at the Vocational Note and get familiar with the expressions to describe graphs. (2 min.)2.Have thestudents match the graphs with the expressions on their own. (3 min.)3. Check their answers and explain the difficul

9、t points if necessary. (5 min.)Key to Getting Ready1.(b） 2.(c) 3.(f) 4.(h) 5.(d) 6.(g) 7.(a) 8.(e) 9.(i) 10.(j)Text A1. Have the students first listen to therecording of the new words and expressions, and then have them read them aloud and get familiar with their meanings. (10 min.)2. Have thestuden

10、ts listen to the recording of the text, and read the text more carefully and do the exercise in “Understanding your reading”. (25 min.)3. Have the students check their answers with each other and then ask some students to give their final answer. (10 min.)4. Ensure thestudents have a deep understand

11、ing of the text by explaining the language points. If time permits, have the studentspractice using them by composing new sentences. (25 min.)5. After an in-depth reading of the text, have the students think about what they have learned from the text. (10 min.)Key to Text A Exercise1. F 2. F 3. F 4.

12、 F 5. TLanguage PointsParagraph 1figure out解决，找出；弄清楚，弄明白I cant figure out how to do this. 我弄不懂怎样做这件事。I cant figure out how much money I owe him. 我算不出欠他多少钱。We cant figure her out. 我们摸不透她。 Paragraph 2pass away 去世；消失，消逝His mother passed away last year. 他母亲去年去世了。We were shocked to learn of his passing a

13、way. 我们惊悉他不幸逝世。All the trouble will pass away. 这一切困难都将结束。Paragraph 3belong to属于；是的成员（不用于被动语态和进行时态）Who does this watch belong to? 这块手表是谁的？Have you ever belonged to any professional associations? 你加入过什么专业学会吗？Paragraph 41.cancelv. 取消，撤销All flights have been cancelled because of bad weather. 因天气恶劣， 所有航班

14、均被取消。Is it too late to cancel my order? 我现在取消订单是不是太晚了？2.dreadfula. 可怕的，使人痛苦的；讨厌的，令人不快的I witnessed a dreadful accident. 我目睹了一起可怕的事故。What dreadful weather! 多么讨厌的天气！3. deal with 处理，解决，与打交道；涉与 His job is to deal withcomplaints. 他的工作是处理投诉。He is good at dealing with pressure. 他善于应付压力。Her poems often deal

15、with the subject of death. 她的诗经常涉与死亡这一主题。4.dreadn. 恐惧，令人惧怕的事物The prospect of growing old fills me with dread. 想到人会一天天老下去便使我充满恐惧。My greatest dread is that my parents will find out. 我最担心的就是父母会察觉出来。Paragraph 51.due to 由于，因为The teams success was largely due to her efforts. 这个队的成功在很大程度上是她努力的结果。Most of th

16、e problems were due to human error. 多数问题都是人为错误造成的。拓展 duea. 预定，预期；到期Tom is due to start school in September. 汤姆九月份就要开始上学了。The next train is due in five minutes. 下一班火车预计在五分钟后到达。The payment is due on 1 October. 付款期限为10月1日。2.stumblev. 蹒跚，踌躇；绊脚We were stumbling around in the dark looking for a candle.黑暗中

17、，我们东跌西撞地找蜡烛。The child stumbled and fell. 孩子绊了一下，摔倒了。3. torturen. & v. 折磨，（使）痛苦；拷问The interview was sheer torture from start to finish. 这次面试从头至尾使人备受煎熬。His confession was made under torture. 他被屈打成招。He spent his life tortured by the memories of his childhood. 童年的记忆使他痛苦了一辈子。Many of the rebels were captu

18、red andtortured by secret police. 反叛者中许多人被捕并遭受到秘密警察的酷刑。Paragraph 6be worn out 疲惫不堪；破旧不堪The shoes are worn out. 这双鞋破得不能再穿了。After the game, he was worn out. 比赛后他筋疲力尽。拓展wear sth. out 穿破，磨损He wore out two pairs of shoes last year. 去年他穿坏了两双鞋。wear sb. out 使疲乏，使筋疲力尽 The kids have totally worn me out. 孩子们简直

19、把我烦透了。You will wear yourself out if you carry on working so hard. 你要是继续这样拼命工作，身体会吃不消的。Paragraph 81. pay off 付清，偿清 We paid off our mortgage after 15 years. 我们历经15年的时间还清了抵押贷款。I need to pay off all my debts before I go abroad. 我得在出国之前偿清所有债务。2. pay back 偿还，还钱I will pay you back next week. 我下周把钱还给你。You c

20、an pay back the loan over a period of three years. 你可以在三年分期还贷款。Language FocusA Focus the students attention on the three groups of words by discussing the differences among the three or four words in each group. Have some students read each group of sentences aloud and make sure they understand thei

21、r meanings. (5 min.)B Have thestudents finish Exercise B in pairs. One students reads a word in Column A aloud while the other chooses the proper word or expression that agrees with it from Column B. (3min.)C Have the students look through the given vocabulary, and have them complete the sentences i

22、ndividually and check their answers in pairs. Then have some of the students read the sentence aloud one by one. (5min.)D a. Have the students look back at the structures “sothat”and “or else” in Text A. Elicit some ideas about the usage and meaning of the structures.b. Have thestudents compose sent

23、ences with the given words. Then have them take turns to read the sentences, making corrections if necessary.(7min.)E Have the students work individually or in pairs. Check their E-C translation orally. (5min.)Key to Language FocusA1. a. excitingb. excited c. excitement d. excite2.a. interests b. in

24、teresting c. interested3. a. surprising b. surprised c. surpriseB1. b 2. e 3. c 4. a 5. dC1. fell through2. Pay off 3. rewarding 4. think big5. at once 6. was worn out 7. overheard 8. transactionsD1. a. The productionprogramwas so organized that we all agreed withit. b. Mrs. Stevens was so angry tha

25、t she wanted to cancel her listing.2. a. Hurry up, or else youll be late for the flight.b. They wont be coming back, or else they would have called.E1.他们退休在家，喜欢逛车库甩卖会。2.欧文斯先生没有想到他会是我的第一位客户。3.那次可怕的经历让我领教了与不同的客户打交道有多难。4.随着时间的流逝，我早先对于房地产的兴奋变成了恐惧。5.如果遇到困难我就放弃了的话，我就不可能一次性还清我所有的助学贷款。GrammarQuantifiersDisc

26、uss the basic concept and usage of quantifiers. (10 min.)Exercise 1.Have the students fill in the gaps on their own. (4 min.)2.Check their answers and ask some students to read the dialogue aloud. (6 min.)Key to Grammar Exercise1. several2. many3. lots of4. too many5. all6. so little7. any8. plenty9

27、. lots of10. a few11. a little bit12. some13. enough14. liters15. lots of16. lots and lots17. any18. a little19. lots of20. a fewText B1. Have the students go through the new words and expressions following the text. Then listen to the recording of the new words and expressions. (15 min.)2. Have the

28、 students listen to therecording of the text, and then have them read the text and discuss what they find difficult to understand. (25 min.)3. Have the students think about the importance of customers in reality. (5 min.)Vocational FocusCustomer ServiceHave thestudents learn to deal with customer co

29、mplaints. (90 min.)Information for ReferenceGood customer serviceGood customer service is the lifeblood of any business. To have good customer service, the following rules should be followed:1. Get call forwarding or an answering service.Hire staff if you need to. Make sure that someone is picking u

30、p the phone when someone calls your business.2. Keep your promises. Reliability is one of the keys to any good relationship, and good customer service is no exception. If you say, ”Your new furniture will be delivered on Tuesday”, make sure it is delivered on Tuesday. Otherwise, dont say it.3. Let y

31、our customer talk and show him that you are listening by making appropriate responses.From a customers view, it is very exasperating telling someone what you want or what your problem is and then discovering that that person hasnt been paying attention. 4. Complaints can become opportunities if prop

32、erly dealt with.If you give the complaint your attention, you may be able to please this one person this time and position your business to reap the benefits of good customer service. 5. Be helpful, even if there is no immediate profit in it.6. Train your staff. Train your staff to be always helpful

33、, courteous and knowledgeable. 7. Take the extra step.Whatever the extra step may be, if you want to provide good customer service, take it. 8. Throw in something extra.Whether its a coupon for a future discount, additional information on how to use the product, or a genuine smile, people love to ge

34、t more than they thought they were getting. Step 1 Have the students look through the given vocabulary and then fill in the blanks, and then read the guidelines to get a general idea about handling complaints.Key to Step 11.Thank 2.ask 3. Listen 4.know 5. calm down 6. Put7. feel sorry 8. Be respecta

35、ble 9. Promise 10. Explain11. Reject 12. Refer 13.apologizeStep 2 Have the students read the dialogue along with the recording. Compare it with the guidelines in Step 1 and make a list of things he should have done better. And then have the students practice the dialogue with their partners.Informat

36、ion for referenceMisunderstanding and mistakes happen in every business. How you deal with the customer complaints is very important. You can deal effectively with customer complaints. The following are some suggestions:1. Put specific people in charge of handling complaints.You want people who are

37、trained in handling complaints and who are available to listen. 2. Keep a good attitude about complaints. Complaints are a way to learn to how to improve your business.3. Listen. Customers want to be heard and understood.4. Apologize for the problem. It doesnt matter that the customer may have been

38、wrong. 5. Try to fix the problem or make it up to your customer in some way. 6. Give them something to show your appreciation. It doesnt have to be much. Coupons are a good idea. 7. Keep records of complaints. This will allow you to analyze what is going wrong and make changes. Step 3 Have the stude

39、nts look at the expressions and get familiar with them and then complete the conversation. Have the students listen to the recording to check their answers.Listening Script of Step3Employee:Good afternoon. Thank you for calling InterCity. This is Mary Black speaking. How can I help you?Customer: Hel

40、lo. Im calling because I have an urgent problem.Employee:Yes, sir. Lets see what we can do for you. May I have your customer number?Customer:Let me see. Its AQF607.Employee:Thank you. Please hold on for a moment OK, Mr. Goodman from South Town?Customer:Yes, thats right.Employee:Whats the problem, Mr

41、. Goodman?Customer:Well. Im going to have a party tomorrow, and there will be tons of people. But theres something wrong with the water. The water turned very brown at the beginningEmployee:Oh, thats really a big problem.Customer:Yes. In fact, theres no water now in my house. It was cut off an hour

42、ago, I think.Employee:Dont worry, Mr. Goodman. Give me a minute and let me check what is going on Please hold on.Customer:OK.Employee:Yes, Mr. Goodman. Thanks for your patience. Theres a problem in your neighborhood. Its because of a broken pipe.Customer:Oh, you cant be serious! When can I have wate

43、r again?Employee:Our people are working on it right now. You will have water again in a couple of hours.Customer:Oh, dear. A couple of hours. Luckily its water and not air.Employee:Please accept our apologies, Mr. Goodman. Everything will be all right soon. If you dont have water or the water is sti

44、ll brown, please call us again, and our people will help you in your house. May I have your exact address and your phone number?Customer:OK. My address is 133 Queens Road, South Town. My phone number is 667-783-260.Employee:Thank you, Mr. Goodman. I will call you back in twohours to make sure everyt

45、hing is OK. Anything else I can do for you?Customer:Thats all. Thank you.Employee:Youre welcome. Goodbye.Key to Step 31.b 2.j 3.g 4.h 5.c 6.a 7.i 8.d 9.e 10.f 11.kStep 4 Have thestudents read the telephone call in Step 3 and complete the complaint note.Key to Step 4Customers name: Mr. GoodmanCustome

46、r No.:AQF607Address: South TownProblem: Theres something wrong with the water. It turned very brown at the beginning and now is cut out.Action: People are working on it right now. The neighborhood will have water again in a couple of hours.Date: May 5Time:3:20 p.m.Step 5 Have the students review the

47、 usage of capital letters and punctuation in English and then rewrite the apology letter.Information for ReferenceWhen replying to a complaint from customers by email, you must be sincere, or there is no point writing such an apology letter. Key to Step 5Dear Customer,Thank you for writing us an ema

48、il regarding the service you have received from InterCity. I have passed your concerns on to our Customer Service Department who will examine the matter and contact you as soon as they complete their enquiries. Please call 223-660-400 if you have any more problems. On behalf of InterCity, I would li

49、ke to take the opportunity to apologize for the inconvenience this has caused you. Thank you for your patience.Yours sincerely,InterCitySkill FocusListening and SpeakingA (5 min.)a. Have thestudents read each group of words, and get a general idea about the difference between the similar sounds.b. P

50、lay the recording and have thestudents read after it. Explain the rules if necessary.B (25 min.) a. Have the students get familiar with the given words and expressions.b. Have the students listen to the recording and fill in the blanks.c. Check their answers and make explain the difficult points if

51、necessary.Listening Scripts of and Key to Exercise B1. Were in the 1.fashion business. We design and produce clothes for young people. So far weve been very successful, but in order to increase our 2.market share, we decided to expand our 3.range of products. One of our clients recently suggested we

52、 should find new 4.target groups such as theseniors” people older than 60 years old. My bosses thought it would be a wonderful idea. We are currently doing research to see what the5.sales potentialwill be.2. Two years ago we figured out a 6.market gap. Although you could buy a table lamp with very g

53、ood light, your eyes always get tired in the same light for a long time. Besides, 7.it happens that you might forget to turn off the lamp when you leave. Our new product solves all these problems. The light will change according to the environment. For example, when the room is darker, the light wil

54、l be brighter, and 8.vice versa, which makes your eyes comfortable. Another good thing is if you leave the area around the lamp for more than ten minutes, the light will go off 9.by itself. But we havent sold too many of our new table lamp up to now, but I believe it will be popular 10.before long.3

55、. Our bicycles have been 11.selling well, and we have been the 12.market leader for over ten years. But if you only 13.specialize in one type of product, it can be dangerous to your company. We have to design and develop new products. After thinking about it carefully and doing a lot of 14.market re

56、search, we started to produce electronic bicycles. Everyone thinks its a gamble, because its quite a new 15.product line. But if you do not believe yourself, who will? So we did it, and we made it.C (15 min.)a. Have the students listen to the recordingand fill in the blanks with numbers.b. Have the

57、students review the Vocational Note in Getting Ready and replace the italicized words.Listening Script of Exercise CWe were doing quite well last year, andour sales rose to more than20,000 tons per month, about 120% of the year before. In October, when it was the busiest season, we peaked at nearly

58、22,000, and then fluctuated between 19,000 and 21,000. But in the first season of this year, our sales fell by about 11%, and reached a lowpoint of17,000 in March. In the second season the sales increased again, and leveled off at about 19,000 tons per month. We hope we will have a big rise in autum

59、n and winter, because it has been so these past few years. We hope the total sales volume of this year can grow by at least 8% over last year.Key to Exercise C1. 20,000 2. 120% 3. 22,000 4. 19,0005. 21,000 6. 11% 7. 17,000 8. 19,000 9. 8%rose: increased, grew, went upfluctuated: rose and fellfell: d

60、eclined, decreased, went down, reducedincreased: rose, grew, went upleveled off: got readyrise: increase, growthgrow: rise, increase, go upPractical Writinga. Have the students review what they have learned in Grammar, and then replace the underlined words in the passage. (20 min.)b. Check their ans

61、wers and make some explanations if necessary. (20 min.)Key to Practical Writing1. a few2. most3. enough4. Many/A lot of5. all6. much/a lot of7. A lot of8. more9. a few / several10. a few / a couple of11. a little/some12. many/a lot ofPractical LearningTop 10 Most Effective Marketing StrategiesHave t

62、hestudents look at the pictures and encourage them to name more marketing strategies they know. (5 min.)Information for ReferenceInternet marketing (网络营销)Internet marketing, or online marketing, refers to advertising and marketing efforts that use the Web and email to drive direct sales via electron

63、ic commerce. Internet marketing and online advertising efforts are typically used in conjunction with traditional types of advertising, like radio, television, newspapers and magazines. Internet marketing can be broken down into the following more specialized areas:1.Web marketing.It includes e-comm

64、erce websites, affiliate marketing websites, promotional or informative websites, online advertising on search engines. 2.Email marketing. It involves both advertising and promotional marketing efforts via email messages to current and prospective customers. 3.Social media marketing.It involves both advertising and marketi