高教社新国规中职英语教材《英语服务类职业模块》服务类-U3

Information

atWorkUnit3英语服务类职业模块understandthetalksabouttelephonemessagestalkaboutofferinghelpattheLostandFoundreadaboutthetipstocreateasurveywriteamemorealizetheimportanceofinformationsecurityLearningObjectivesAfterlearningtheunit,youwillbeableto01WarmingUp02ListeningandSpeaking03ReadingandWriting04CultureNotes05LanguagePractice06ProblemSolving07Self-assessment01WarmingUp看图片，补全句子。Lookandcomplete.readingaquestionnairereadingemailsaninterviewaproductpromotionatradefairmakingtelephonecalls1

.2

.3

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aproductpromotionatradefairaninterviewWecangetinformationat/by

.看图片，补全句子。Lookandcomplete.4

.5

.6

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readingemailsmakingtelephonecallsreadingaquestionnairereadingaquestionnairereadingemailsaninterviewaproductpromotionatradefairmakingtelephonecallsWecangetinformationat/by

.02ListeningandSpeaking听录音，填写信息。Listenandfill.TelephoneMessageTo:

.From:

.PhoneNumber:

.CallbacklaterCallagainMr.SmithBillGree音原文ScriptA:Hello,isthatMr.Smith’soffice?B:Yes,thisisAlice.MayIhelpyou?A:ThisisBillGreen.I’dliketospeaktoMr.Smith,please.B:I’mafraidMr.Smithisbusynowandhe’llcallyoubacklater.Yournumber,please?A:Myphonenumberi(Mr.Hillistellingaboutwhatwasgoingonatanairport.)IflewfromLondonyesterday.WhenIarrived,Ifoundmy1)

.wasmissing.IwenttotheLostandFoundimmediatelyandaskedfor2)

.Itoldtheclerksome3)

abouttheflightnumberandmybaggagechecknumber.Theclerkwasveryfriendlyandhelpful.Shesaidshewouldtrytogetthebagsformeassoonaspossible.Ifshe4)

it,shewouldcallmeorleavea5)

atthehotel.baggagehelpinformationfoundmessage听对话，填空并复述。Listen,completeandretell.HelpMewithMyBaggage(1/2)(Linda,aclerkattheLostandFound,isofferingservicetoacustomer.)Linda:CanIhelpyou,sir?Mr.Hill:Icertainlyhopeso.I’mJackHill.IflewherefromLondonjustnow,butIfoundmybaggagewasmissing.Linda:Mr.Hill,don’tworry.I’lltrytofindoutwhereitis,butIdoneedsomeinformationfromyou.Whatflightwasitandwhattimedidyouarriveattheairport?Mr.Hill:ItwasFlightBA512.Theplanewasalmostanhourlate,sowelandedataboutsixo’clock.Linda:Fine,andthenumberofyourbaggagecheck.You’llfinditonyourticket.Mr.Hill:OK.They’reBA035721and035722.Twolargeleathersuitcases,oneisgreen,theotherisbrown.听对话，填空并复述。Listen,completeandretell.HelpMewithMyBaggage(2/2)Linda:Thankyou.Wouldyouliketogivemeyourphonenumber?I’llcallyoubackifwefindthem.Mr.Hill:Right.It’oryoucanleaveamessageattheHiltonHotel.Thenumber’s555-6282.Linda:OK,Idohopewecangetyourbagstoyouthiseveningortomorrow.Ifit’snottoday,I’llgiveyouacall.Mr.Hill:Thankyou.Pleasemakeittoday.Itisquitedifficultformewithoutmybaggage.Linda:Ofcoursewewill.Youcanbesureofthat,Mr.Hill.Goodbye.Listen,completeandretell.听对话，填空并复述。根据所给信息，与同伴表演对话。Actandpractice.Paris/NewYorkCA572/CA982CA456605/CA230235A:CanIhelpyou?B:Yes,please.Iflewherefrom

justnow,

butIfoundmybaggagewasmissing.A:Don’tworry.I’lltrytofindit.Yourflightnumber,please?B:

.A:Andthenumberofyourbaggagecheck?B:

.03ReadingandWritingDiscussandtick.与同伴讨论，勾选出可以获取客户反馈的方式。GetyourcustomerstodoasurveyTalktoyourcustomersContactyourcustomersonlineProvideyourcontactinformationtoyourcustomersAskforcustomers’personalinformationfromothercompanies读文章，补全小标题。Readandcomplete.SetupyourgoalFollowtherulesAskusefulquestionsKeepthesurveyshortStartwithopen-endedquestionsABCDEOneofthemostpowerfultoolsinmarketresearchisasurvey.Asurveyisasetofquestionsthatacustomerwillanswer.Whatquestionsshouldyouputonasurvey?Itdependsonyourgoals.Goodsurveyscanhelpyoufindoutwhoyourcustomersare,orwhatyourcustomerswant,orhowtomakeyourproductsbetter.Nomatterwhatyourgoalis,surveysshouldfollowsomerules.Hereare3tipswhencreatingyoursurvey:1)

.Imaginedoingasurveythatis4pageslong,andtakes20minutestofinish.Doesthatsoundlikefun?Ofcoursenot!Ifyoudidthatsurvey,youprobablywouldn’tevenreadallofthequestions.Youranswerswouldnotbehelpful.Iftherearefewerquestionsinthesurvey,customersaremorelikelytogivethoughtfulanswers.So,makeyoursurveyshort—about5to10questionsisgood.ThreetipstocreateabettersurveyD读文章，补全小标题。Readandcomplete.SetupyourgoalFollowtherulesAskusefulquestionsKeepthesurveyshortStartwithopen-endedquestionsABCDE2)

.Everyquestionshouldserveapurpose.Anddon’ttellmethatoneextraquestion“couldn’thurt.”Itdoes.Ifyoudon’tusetheinformationyou’reaskingfor,you’rewastingbothyourcustomers’timeandyours.Therefore,youshouldaskyourself:Willtheanswerstothisquestionteachmesomethinguseful?Ifyouranswerisyes,usethequestion.3)

.Whencustomersstartasurvey,theirmindsarefresh.Theywillansweropen-endedquestionshonestly,andwithenergy.Thesequestionsareveryimportant,becausetheyareoftenwhereyouwillfindnewideas.Ifyouputtheopen-endedquestionsattheend,aftertheratingandmultiplechoicequestions,theanswersyougetmaynotbeasinterestingandvaluableasyouexpect.ThreetipstocreateabettersurveyCE1)Yourgoaldecideswhatquestionsyoushouldputonyoursurvey.2)Itisboringtodoasurveywhichtakesalotoftime.5)Thisarticleismainlyabouthowtocreateagoodsurvey.4)Putopen-endedquestionsattheendofthesurvey.3)Itwillwasteyourcustomer’stimeifyouaskmorethan10questions.再读文章，判断正误。Readandjudge.Discussandanswer.与同伴讨论，回答问题。1)Whyisitimportanttogetcustomerfeedback?2)Haveyouevenbeenaskedtodoasurvey?Wasitagoodsurvey?

Whyorwhynot?Gettingcustomerfeedbackcanhelpyoufindoutwhoyourcustomersare,orwhatyourcustomerswant,orhowtomakeyourproductsbetter.Yes,itwasagoodsurveybecauseitwasshortandsimple./No,itwasn’tagoodsurveybecauseithadmorethan30questionsandtoomanyopen-endedquestions.阅读电子邮件，填写备忘录。Readandwrite.×-←→DearMr.Smith,WeareinvitingyoutoattendameetingonComputerSoftwareProductPromotion(推销)organizedbytheTechnologyandServiceCenterofthecompany.Themeetingwillbeheldinthemeetingroomoftheofficebuildingat9:00a.m.onDec.15.Ifyouhaveanyquestions,pleasecalltheofficesecretary,MissWangat(010)2358XXXX.Welookforwardtoseeingyou.TechnologyandServiceCenter阅读电子邮件，填写备忘录。Readandwrite.×-MEMOTo:From:Subject:Time:Location:Contact:Mr.SmithTechnologyandServiceCenterAMeetingonComputerSoftwareProductPromotion9a.m.onDec.15ThemeetingroomoftheofficebuildingMissWangat(010)2358XXXXTip备忘录（memo）是一种非正式的公文函件，是公司内部最普通的书面交流形式，通常用于快速而有效地传递通知和消息。英文格式如下：To:

（收件人）From:

（发件人）Subject:

（事由）Time:

（时间）Location:

（地点）Contact:

（联系方式）04CultureNotesCultureNotes

公司为了提高产品性能和服务质量，可以通过调查问卷等形式收集客户意见，但同时要保证用户的个人信息安全，帮助用户保护个人隐私。许多公司都在保护用户信息安全上采取严格的客户信息安全管理，一般涵盖客户信息的收集、传输、存储、使用、共享、销毁等环节，客户信息的载体包括电子和纸质两种形式。在信息收集时，尽量避免涉及用户个人隐私，尤其是财产信息等。05LanguagePracticeListenandjudge.听录音，判断正误。1)Tomlikesthejobverymuch.2)Tomworksatthedesigningdepartment.3)Tomhasanewjobinafactory.4)Tomisdesigningasurveywithateam.5)Tomknowsthecustomersarenotsatisfiedwith

theproducts.录音原文ScriptA:

Hi,Tom!Iheardyougotanewjob.Doyoulikeit?B:Yeah.Ilikeitverymuch.A:Tellmemoreaboutthejob.B:Iworkatthemarketingdepartmentinacompany.A:Nice,whatareyoudoingrightnow?B:I’mworkingwithateamtodesignacustomersurvey.Wewanttoknowwhetherthecustomersarehappywithourproducts.Speakandpractice.根据所给信息，与同伴练习对话。Situation1A:YouareTom.Youwanttobuyanewcarbyloan(贷款).Youneedtoprovidesomepersonalinformation,suchasyourIDcardnumber,employmentcertificate(在职证明),incomecertificate(收入证明),etc.B:Youareabankclerk.YouwillaskTomsomequestionstocollecttheinformation.Speakandpractice.根据所给信息，与同伴练习对话。Situation2A:YouareTom.Youwanttobuyinsurance(保险)foryouandyour

newcar.Youneedtoprovidesomeinformation,suchasyour

numbersofIDcard,drivinglicense,registrationcertificate(车辆

登记证),etc.B:Youareaclerkataninsurancecompany.YouwillaskTomsome

questionstocollecttheinformation.Speakandpractice.根据所给信息，与同伴练习对话。Situation1A:Hello.B:Hello,whatcanIdoforyou?A:I’dliketobuyanewcarbyloan.B:Allright.MayIhavealookatyourIDcard?A:OK.Hereitis.B:Ialsoneedyouremploymentcertificateandincomecertificate.A:Noproblem.Hereyouare.Speakandpractice.根据所给信息，与同伴练习对话。A:Hello.B:Hello,whatcanIdoforyou?A:I’dliketobuyinsuranceformeandmynewcar.B:Allright.MayIhaveyourIDcardnumber,please?A:OK.ItisXXXXXXXXXXXXXXXXXX.B:Ialsoneedtohavealookatyourdrivinglicenseandregistrationcertificate.A:Noproblem.Hereyouare.Situation2survey1)The

showsthatmorepeopleliketoworkinbigcities.2)Thecustomerswillgiveyousome

ideasonyournewproduct.3)Bothofthejobstookalotoftimeand

.4)Youhavetoaskyourselfwhatthedesign

ofthesurveyis.5)Hereceiveddoublepayforallhis

work.6)Thenewwebpagewas

bytheteam.surveyfreshenergypurposepowerfulfreshcreatewasteenergyextrapurposeChooseandcomplete.选择词语，用适当形式填空。extracreatedReadandjudge.读有关问卷调查的句子，判断正误。Whencreatingasurvey,1)therearefewrulesthatshouldbefollowed.2)thequestionsshouldbeasmanyaspossible.3)theopen-endedquestionsshouldbeputaftertherating.4)thequestionsshouldbedesignedbasedonthegoals.5)anyquestionscanbeaskedifyouwant.选择语句，补全关于避免活动13中错误行为的句子。Chooseandwrite.A.accordingtotherules1)Besuretodothesurvey

andavoidbeingrude.2)Togethigh-qualityanswers,thesurveyshould

.3)Youshould

andmakethesurveyshort.4)Respectthecustomersanddon’t

.B.askonlyafewkeyquestionsC.askforprivateinformationD.startwithopen-endedquestionsBCAD06ProblemSolvingSituationMikeworksforanAmericancarcompany.HiscompanyisgoingtoattendtheChinaInternationalImportExpo(中国国际进口博览会).HeisaskedtomakeasurveytogettoknowsomeinformationaboutpotentialChinesecarbuyersandtheirbuyinghabits.Workwithyourpartner,anddiscusswhetherMike’squestionsaresuitableandnecessary.ProblemSolvingSurveyWhatisyouraddress?WhatisyourIDcardnumber?Howmuchdoyouwanttospendonyourcar?Areyougoingtobuyacarinthenext