商务英语基础 UNIT 21课件

Unit21

After-saleServices

Listening

Speaking

BusinessReading

Grammar

PracticeExercises

HomeworkUnit21After-saleServicesListening（A)1.I’mreallyquiteimpressedbyyourproduct.2.Aretheyallequippedtoproducerepairservice?3.Ifanytroublearises,wecandealwithitpromptly.4.Withinthewarrantyperiods,allrepairsarefree.5.Allrepairsarebilledatcost.Mr.Brown:I’mreallyquiteimpressedbyyourproduct.Butwehavesomequestionsabout1services.MissLi:I’mgladyouaskedaboutthat.Pleasetakea2

atourorganizationchart.Mr.Brown:Hmm.Iseeyouhaveseveral3officesinchina.Aretheyallequippedtoproducerepairservice?MissLi:Yes,fully4engineersstaffeachoffice.Ifanytroublearises,wecandealwithitpromptly.Repairstakea5of10days.Mr.Brown:

6isthewarranty?MissLi:Themainmechanismcarriesa7warranty.Withinthewarrantyperiods,allrepairsarefree.Mr.Brown:Whataboutafterthewarranty8?MissLi:Allrepairsarebilledatcost.after-sale

lookregionaltrainedmaximumListening（B)Howlongthree-yearexpiration

Listening（C)●Doesthecompanyhavetheorganizationchart?●Areregionalofficesequippedtoproducerepairservice?●Arethestaffsneededtobetrained?●Howlongisthewarranty?●Withinthewarrantyperiods,areallrepairsfree?Themainmechanismcarriesathree-yearwarranty.Yes.Yes.Yes.

Yes.Situation：A是洗衣机产品的买主，B是生产厂家。A为产品的维修担心，正与B就产品的售后服务事宜进行商谈。（NowA,thebuyeroftheproductofwashingmachine,isworryingaboutthemaintenanceoftheproductandtalkingwithB,theseller,abouttheafter-saleservice.）Thefollowingmaybeuseful:I’mstillworryingaboutthemaintenance(维护)andrepair.Wehavesetupaservicecenterinyourcity.Wehavemanyqualifiedtechnicians.Wehaveworkedwonderfullysofar.…SpeakingBusinessReading(1)Self-studyingActivity

1.Whatarethreefactorswhicharecriticaltothesuccessofanyexportsaleseffort?

AnswerReadthetextwithin5minuteswiththreePre-readingQuestions:

2.Whatisservice?

Answer1.Quality,price,andservicearethreefactorswhicharecriticaltothesuccessofanyexportsaleseffort.BusinessReading2.Serviceisthepromptdeliveryoftheproduct.Itiscourteoussalespersonnel.Itisauserorservicemanualmodifiedtomeetyourcustomer'sneeds.Itisreadyaccesstoaservicefacility.Itisknowledgeable,cost-effectivemaintenance,repair,orreplacement.Serviceislocation.Serviceisdealersupport.(2)FindingfaultsBusinessReading

Write“T”fortrue,“F”or“NM”forfalseaccordingtothetext.()1.Serviceshouldbeanintegralpartofanycompany'sexportstrategyfromthestart.()2.Servicewillonlyvarybythepriceoftheproduct.()3.Exportproductsthecharacteristicsofconsumerdurablesandsomeconsumablesrequirenoservice.()4.Forexportproductssuchasfoodproducts,serviceisafeatureexpectedbytheconsumer.()5.Infact,foreignbuyersofindustrialgoodstypicallyplaceserviceattheforefrontofthecriteriatheyevaluatewhenmakingapurchasedecision.

T

F

FF

T

1.Theattitudetothestudy__________theresultoftheexam.2.Accordingtoyourrequirement,wecandesignvariouspackagesto___________yourneed.3.Thetimeofdeliverywill___________theproductionscheduleofthemanufacturers.4.Suddenly,theChineseeconomyisback________________attention.5.By2008,theenvironmentalqualityinBeijingwill___________thatofmajorcitiesindevelopedcountries.6.__________________,heisusuallyverydependable.7.Howdoyou___________itsquality?8.Theerrorisnotcorrected,but___________.(3)FillingGame

Aiscriticalto

meetvarybyattheforefrontof

becomparabletoOntheotherhandensureBusinessReadingignoredignorediscriticaltovarybyattheforefrontofensuremeetbecomparabletoontheotherhandBusinessReading(3)FillingGameB

…是任何出口销售努力取得成功的关键。…arecriticaltothesuccessofanyexportsaleseffort1.…是增长的基础。2.忽视或留给机会，3.服务是及时提供产品。4.…以满足你方客户的需求。5.服务随产品类型而变化，6.…在作出购买决定时。7.…把服务作为他们首要的评估标准…8.…比得上他们市场上主要对手。.…canbeafoundationforgrowth.Ignoredorlefttochance,Serviceisthepromptdeliveryoftheproduct.

…tomeetyourcustomer'sneeds.

Servicevariesbytheproducttype,…whenmakingapurchasedecision.

…placeserviceattheforefrontofthecriteriatheyevaluate…

…iscomparabletothatofthepredominantcompetitorsinthemarket.

Grammar123456789加油GrammarTranslation1.Canyoutellme________________________?(那位男士是谁)

whothegentlemanisTranslation2.Weallknow______________________.(布莱克先生是我们的总经理)Mr.BlackisourgeneralmanagerGrammarGrammarTranslation3.Iaskedmyboss________________________.(下周我是否能去北京)whetherIcouldgotoBeijingGrammarTranslation4.Youmusttellme______________________.(我应该选哪一个)whichIshouldchooseGrammarChoice1．Idon'tknow______hewillcometomorrow．______hecomes，I‘lltellyou．A．if；WhetherB．whether；WhetherC．if；ThatD．if；IfDGrammarChoice2．Couldyoutellme______thenearesthospitalis？A．whatB．howC．whetherD．where

D

GrammarChoice3.Ican‘tunderstand______．

A．whatdoesChristmasmeanB．whatChristmasdoesmeanC．whatmeanChristmasdoesD．whatChristmasmeansD

GrammarChoice4．Couldyoutellme______theradiowithoutanyhelp？

A．howdidhemendB．whatdidhemendC．howhemendedD．whathemendedC

GrammarChoice5．Iwastold______BillGateswasthirteenhebegantoplaywithcomputers．A．thathowB．howthatC．whenthatD．thatwhenD

PracticeExercisesTranslatethefollowingsentencesintoChinese.

1.Ifanytroublearises,wecandealwithitpromptly.Repairstakeamaximumof10days.2.Themainmechanismcarriesathree-yearwarranty.Withinthewarrantyperiods,allrepairsarefree.如果有任何问题发生，我们会立即解决。维修最多10天。重要的机器有3年保修期，在保修期间，所有维修是免费的。PracticeExercises3.Serviceisanimportantfactorintheinitialexportsaleandongoingsuccessofproductsinforeignmarkets.4.Serviceisalsoanimportantaspectofsellingsolutionsandbenefitsratherthanproductfeatures.5.Deliveryofafter-salesserviceiscriticaltothenear-andlong-termsuccessoftheU.S.company'seffortsinanymarket.服务是国外市场上初次出口销售和产品不断取得成功的一个重要的因素。服务与其说是产品功能，倒不如说也是一个解决销售策略和获得效益的重要方面。提供售后服务是在任何市场上美国公司的努力取得近期和长期成功的关键。PracticeExercisesClozeAfter-salesServiceiscustomersupport1(following,followed)thepurchaseofaproductorservice.Insomecases,after-salesservicecanbealmostas2(importantance,important)astheinitialpurchase.Themanufacturer,retailer,orserviceproviderdetermines

3(what,that)isincludedinanywarranty(orguarantee)package.Thiswillincludethedurationofthewarranty:traditionallyoneyear

4(on,from)thedateofpurchase,but5(increasingly,decreasingly)twoormoreyears’smaintenanceand/orreplacementpolicy,itemsincluded/excluded,laborcosts,andspeedofresponse.Inthecaseofaserviceprovider,after-salesservicemightincludeadditionaltraining.6(Of,Upon)equalimportanceisthecustomer'sperceptionofthedegreeofwillingnesswith7(which,that)asupplierdeals8(in,with)aquestionorcomplaint,speedofresponse,andactiontaken.

√√√√√√√√PracticeExercisesWritingScene：布莱克先生购买的机床最近出了问题，正在跟售后服务中心的负责人王先生探讨维修之事。Hints:布莱克先生：劳驾，我可以与贵公司售后服务中心的负责人讲话吗？王先生：我就是。请问有什么需要服务的吗？布莱克先生：是的，事情是这样的。6个月前我公司从贵公司销售部购买了500台机床，上周前一直运行正常，我们也没有任何意见。但是最近，运行不正常了，想问一下是否能修好？王先生：当然可以。我会尽快派几个工程师去贵工厂解决问题。布莱克先生：非常感谢。KeyWords:Ihaveawordwiththeperson，beinchargeof,After-salesServiceCenter,theveryperson,wouldliketo,talkto,500setsofmachinetools，salesdepartment，perfectly，upto，complaints,performproperly,wonder,havesthrepaired,technicians,solve,assoonaspossibleMr.Black:Excuseme,sir.ButmayIhaveawordwiththepersonwhoisinchargeof