新职业英语1-基础篇-Unit7讲述

1、Unit 7ContentsListening & Speaking4 Warming-up1Reading A2Reading B3Language Lab7Language Lab7Writing5Mini-project6Warm-1-1Complete the following survey form about campus canteens.Suppose you are the CEO of the Campus Canteen Corporation. According to the completed survey above, are your customer

2、s satisfied? How could you make improvements? Reading AReading ATextTask 1Task 2Business Know-howText A-1I Really Want to KnowI Really Want to Know Reading AText A-2Reading AText A-3Reading AText A-4Reading AText A-5Reading AText A-6Reading AText A-7Reading AA-Trans-1Reading AA-Trans-2Reading AA-Tra

3、ns-3Reading AA-Trans-4Reading AA-Trans-5 Reading AA-Trans-6Reading AA-Trans-7Reading Ato stopReading Ago offHe went off driving after the accident. Youve been working all the morningI think you deserve a rest.Reading Adeserve to have earned something by good or bad actions or behaviorLast week I gai

4、ned another five pounds.Reading Again to increase in weight, speed, height or value This essay is admirable in all respects.Reading Aadmirable having many good qualities that people respect and admireEducation shouldnt be measured only by examination results. Reading Ameasure to judge the importance

5、 or value of something It was the worst day in my entire life.Reading Aentire whole; complete We have decided to implement the presidents suggestion in full.Reading Aimplement to take action or put into practice 1. My grandfather established the family business in 1938. 2. The relationships between

6、the two companies were established two years ago.Reading Aestablish to start; to set up to get something especially by means of effortReading AobtainWe wish to obtain first-hand information. They have conducted a research in this particular field.Reading Aparticular unusual, single and different fro

7、m others a general examination or study (of conditions, opinions, etc.), especially carried out by asking people questionsReading AsurveyA recent survey shows that many teenagers spend three hours a day playing computer games. opinion given briefly in speech or writing about something or someoneRead

8、ing AcommentDo you have any comments to make upon my story?to complete (a form) by answering the questions in the spaces providedReading Afill outCould you fill out this application form quickly? to put something down in a particular place; to put money or something valuable in a bank or other place

9、s where it will be safeReading Adeposit1. She deposited her case in the corner. 2. You are advised to deposit your valuables in the hotel safe.to think very carefully about somethingReading Athink twiceThe teacher advised him to think twice before deciding to quit school.in existence and ready to be

10、 usedReading Ain placeThe new regulations are now in place.to give something to each member of a groupReading Ahand outCould you start handing these books out, please? to strongly advise someone to do somethingReading AurgeBrown urged her to reconsider his decision. the act of sharing things among a

11、 large group of people in a planned wayReading AdistributionThe distribution of the food supplies in the earthquake area began two days ago.A-Task 1-1 Answer the following questions according to the passage. Where does the writer most probably live?2. Why did the man and his wife go to their favorit

12、e restaurant for dinner?3. Why is the process of gathering data important for customer satisfaction measurement?Houston.Because they wanted to celebrate the successful conclusion of his diet.Because it helps to obtain a representative sample of customers and keep bias to a minimum.Reading AA-Task 1-

13、24. What did the owners note in the questionnaire begin with?5. In order to successfully measure customer satisfaction, what should an organization pay much attention to?It began with the words “I really want to know”.It should pay much attention to the distribution and collection process.Reading AA

14、-Task 2 Decide whether the following statements are true (T) or false (F) according to the passage. Reading AFTTFTBusiness Know-howConducting a Survey Establish the goals of the projectwhat to learn; Determine what people are targeted and how many are to be interviewed; Choose how to interview (face

15、 to face, telephone, etc.); Design the questionnaire; Pretest the questionnaire, if practical; Conduct interviews and collect data; Analyze the dataproduce the findings. Reading BReading BTextTask 1Task 2Text B-1Reading BAppleCare+ for iPhoneAppleCare+ for iPhoneText B-2Reading BText B-2Reading BTex

16、t B-2Reading B B-Trans-1Reading B 每部苹果手机均可享有每部苹果手机均可享有一年的硬件保修服务和一年的硬件保修服务和长达长达9090天的免费技术支天的免费技术支持。购买了苹果手机延持。购买了苹果手机延保服务的手机可以将保保服务的手机可以将保修时限延长到购机起两修时限延长到购机起两年之内，还可获得多达年之内，还可获得多达两次的意外损坏保修服两次的意外损坏保修服务。该项维修每次需要务。该项维修每次需要收取收取7979美元和相应的税美元和相应的税金。金。B-Trans-1Reading B一站式技术支持一站式技术支持苹果手机延保服务可以提供苹果公司技术专家一站式服务和

17、技术支持，苹果手机延保服务可以提供苹果公司技术专家一站式服务和技术支持，包括：包括： 直接获得苹果公司技术专家的帮助；直接获得苹果公司技术专家的帮助； 邮寄维修：用苹果公司提供的邮资已付邮包将你的报修手机邮寄给苹果邮寄维修：用苹果公司提供的邮资已付邮包将你的报修手机邮寄给苹果 公司维修；公司维修； 用户送修：将你的苹果手机带至苹果零售店或苹果授权服务提供商处维用户送修：将你的苹果手机带至苹果零售店或苹果授权服务提供商处维 修；修； 特快更换服务。特快更换服务。B-Trans-2Reading B苹果硬件保修苹果硬件保修苹果手机延保服务提供由苹果公司授权技术人员进行的维修或更换服务，苹果手机延保

18、服务提供由苹果公司授权技术人员进行的维修或更换服务，涵盖部件和人工费，包括：涵盖部件和人工费，包括： 手机；手机； 电池；电池； 原配耳机和配件。原配耳机和配件。 苹果自带软件技术支持苹果自带软件技术支持在苹果手机延保服务条件下，苹果公司技术专家可以帮你解决手机的疑在苹果手机延保服务条件下，苹果公司技术专家可以帮你解决手机的疑难问题，包括：难问题，包括： 连接到无线网络；连接到无线网络； 使用邮件和日历等苹果品牌的手机应用程序。使用邮件和日历等苹果品牌的手机应用程序。 B-Trans-2Reading B重要提示重要提示1 1苹果手机延保服务须在购买手机之日起苹果手机延保服务须在购买手机之日起

19、 30 30 天内购买。如果在购买天内购买。如果在购买 手机时没有选购苹果手机延保服务，你仍可前往苹果零售店或致电手机时没有选购苹果手机延保服务，你仍可前往苹果零售店或致电 苹果手机延保服务联系中心进行购买。苹果手机延保服务联系中心进行购买。2 2在苹果零售店购买苹果手机延保服务，专家需要先核实你的购机日在苹果零售店购买苹果手机延保服务，专家需要先核实你的购机日 期，并确认手机之前无任何损坏。期，并确认手机之前无任何损坏。3 3如果致电苹果手机延保服务联系中心进行购买，你需要先通过购买如果致电苹果手机延保服务联系中心进行购买，你需要先通过购买 日期验证，并运行诊断程序以确认你的手机之前无任何损

20、坏。日期验证，并运行诊断程序以确认你的手机之前无任何损坏。 TrueFalse1. Apple warrants its iPhones and software, excluding its accessories.2. The limited warranty on new iPhone hardware ends after one year from the date of purchase.3. You can send your iPhone to an Apple Retail Store for repair in a shipping box provided by Appl

21、e and they will pay all the charges.4. With AppleCare+, Apple experts can solve all the software problems in your iPhone.5. AppleCare+ must be purchased when you buy your new iPhone at an Apple Retail Store. B-Task 1Reading BTask 1 Decide whether the following statements are true (T) or false (F) ac

22、cording to the warranty.B-Task 2Reading BTask 2 Surf the official website of Apple and find answers to the following customers questions. How much will my in-warranty service cost?Answer: Warranty service for eligible repairs is available _ for _ months from the date of purchase. What types of damag

23、e are not covered by my warranty?Answer: Apples Limited Warranty for iPhone excludes coverage for damage resulting from _, disassembly, unauthorized _ and unauthorized modifications. Can I extend service coverage on my iPhone beyond the warranty?Answer: AppleCare+ extends the warranty to _ years fro

24、m the original date of purchase and includes _ incidents of accidental damage from handling, each subject to a _ service fee plus applicable tax. ABCat no charge twelve accident service two two $79 ListeningTask 1Task 2Task 3Task 4Task 5Listening & SpeakingL-Task 1 Ella Black is talking about th

25、e delay of an order with Thomas Cook. Listen to the conversation and fill in the blanks with what you hear.W: Weve checked the order, and it last Friday. Im so sorry about that.M: You know we are a design company; our work cannot be done without computers. Our work has been affected .W: Sorry, sir.

26、We promise .M: What if we dont get it by then? Our manager your service. This is our first order, and things like this shouldnt have happened.W: I fully understand your position at this moment. . I do hope this incident wont affect our future business relations.M: Well, I hope so.should have reached

27、 youbecause of the delay youll get it next Mondayisnt satisfied withThis willnever happen againListening & SpeakingL-Task 2 Lisa is Mr. Haywoods secretary. She is talking with Robert Rowley, a business partner of the company. Listen to the conversation and choose the best answer to each question

28、 you hear.1. A. Because hes out on business. B. Because he didnt receive Mr. Rowleys messages. C. Because Lisa didnt tell him. D. Because he has been very busy recently.2. A. Two times. B. Three times. C. Four times. D. Five times.3. A. Next week. B. By the end of the week. C. Tomorrow. D. This afte

29、rnoon.Listening & SpeakingL-2-Script Listening & SpeakingW: Hello, General Managers Office. This is Lisa speaking. Can I help you?M: Hello, Lisa. This is Robert Rowley. Id like to speak to Mr. Haywood, please.W: Unfortunately, hes out on business today.M: Oh, my goodness! This is ridiculous!

30、 Ive called him three times this week. I left messages on his voicemail when I called him last week, but he never calls me back!W: Im really very sorry about that! I know that Mr. Haywood has been very busy recently.M: Well, tell him if he doesnt call me by the endL-Task 3Listening & Speaking1.

31、The woman bought a box of printing paper last week. True False2. On the box of the printing paper it says B5. True False3. The woman demanded a refund of 20.35 pounds. True False4. The assistant would call their other branch to see if they have any. True False A customer is complaining to a shop ass

32、istant about a box of printing paper she bought. Listen to the conversation and decide whether the following statements are true or false. Then write key words to support your answers.L-3-Script Listening & SpeakingW: Morning. I bought this box of printing paper yesterday, but its not the right

33、sizeit should be B5.M: Oh, Im sorry about that. Um it says B5 on the box.W: Yes, I know, but if you open it youll see its a larger size, maybe its A4.M: Yeah, so it is. Im very sorry. Ill get you another box.W: OK, thanks.M: Im terribly sorry, but we havent got another box in stock.L-Task 4Listening

34、 & Speaking Sophia is receiving a phone call from a customer. Complete the Customer Service Help Form with what you hear. Customer Service Help Form Name of customer Eddie Edwards_ Address 28 Twyford Avenue_ Phone No. 1. ( )_ Product 2. a SONY ( ) Problem It wont record._ When purchased 3. ( ) L

35、ength of guarantee 4. ( ) years_ Customer has receipt? Yes/No_Customer has guarantee certificate? 5. Yes/No_ L-4-Script Listening & SpeakingW: Hello, can I help you?M: Yeah. Ive got a problem with a SONY DVD player that I bought from your shop. It wont record when I set the timer.W: How long hav

36、e you had it?M: Only one week. I think its got a three-year guarantee. The problem is that I cant find the guarantee certificate.W: Have you got your receipt?M: Yes, Ive got the sales receipt. Uh, should I bring it back to you?W: Of course. First, Ill take your name. Just let To better communicate w

37、ith a complaining customer, use the following steps to help you handle and solve the problem. Firstly, _. Write down any names, dates, and major points of the complaint. Secondly, think twice before _. Express your regret for his or her dissatisfaction and any inconvenience he or she may have experi

38、enced, but think before you give any promisebecause nothing annoys customers more than a broken promise.L-Task 5-1Listening & Speaking Listen to the passage twice and fill in the blanks with what you hear. L-Task 5-2Listening & Speaking Thirdly, check the facts. Make sure the customer has gi

39、ven you is correct and work out solutions by yourself. The last step is to offer solutions. When the customer complains, you should always offer him a solution to the problem. If you cannot directly fix the problem, offer him something else to try and keep him satisfied. There are many different typ

40、es of solutions which could turn a disappointed customer into a happy one, such as, to , refund the money, offer a repair, offer a discount on the next purchase, and the inconvenience caused.WritingWritingTask 1Task 2W-Task 1Writing Complete the following letter of adjustment with the given expressi

41、ons. We will send you Please accept our apology Thank you for your letterWe are so sorry that Thank you for your letterWe are so sorry thatWe will send youPlease accept our apologyDear Mr. Walters,Thank you for your letter of November 15.We are so sorry that the goods you received have not been supp

42、lied correctly.It might have been an error during shipment.We will make up the shortfall as soon as possible, and promise that such things will never happen again.Please accept our apology for the inconvenience it has caused.Yours sincerely,Wang YiWang YiCustomer Service ManagerW-Task 2WritingSuppos

43、e you are the customer service manager of your company. Write a letter of adjustment to the letter of complaint in Task 1 on Page 90.MiniWork in groups. Each group asks ten students to fill in the questionnaire below about their use of mobile phones and then draft a summary of the survey results.Min

44、i-project Work in groups; Refer to the sample on Page 106; To do a research and then analyze the data collected; In-class presentation. Language LabLanguage LabTask 1Task 2Task 3Task 4Task 5LL-Task 1Language LabMatch the words or phrases on the left with their meanings on the right. A. have an incre

45、ase inB. in existence and ready to be usedC. have earned something by good or bad actions or behaviorD. strongly advise someone to do somethingE. take action or put into practiceF. opinion given briefly in speech or writing about something or someoneG. set up; startH. a general examination or study (of conditions, opinions, etc.), especially carried out by askin