外研社2023新视野商务英语综合教程2：第二版教案unit6

Unit6After-salesServices

UnitOverview（单元概览）

Bystudyingthisunit,youareexpectedto:

•knowwhatafter-salesservicesinclude;

•learnwhatcustomersexpectfromproductorserviceprovidersandwhatgood

after-salesservicesshouldbelike;

•learnsometipsondealingwithcustomercomplaints;

•writearesponsee-mailtoacomplaintletter

Lead-in（主题导入）

•Choosesomeofthestudentstoanswerthefollowingquestions:

CantheAfter-salesDepartmenthelptoachievebettersales?

Whatwillyoudoifyoufindthenewcomputeryouboughtdamagedwhenyou

receiveit?

WouldyouaskforhelpfromtheAfter-salesDepartmentortheR&D

Department?

•Dividethestudentsintogroupsof5or6.Eachgroupshouldexploreseveral

kindsofservicesofferedbytheAfter-salesDepartment.

•Encouragethestudentstomakethebestuseofdifferentresourcesathand,such

asthewebsitesofdifferentcompanies,acquaintancesworkinginthese

companies,orthelibraries.

•Askeachgrouptogiveareportonthediscussion.Encourageothergroupsto

makecomments.

•Encouragethestudentstojustifytheirownanswers.

ReadingA（精读课文）

Taskl

•AskthestudentstorecalltheirexperiencesofvisitingtheAfter-sales

Department.Whatdotheyvaluemost:theserviceprovided,thepricetheycharge

orthestaffsattitude?Askthemtodescribeapleasantexperienceoran

undesirableonetotheirpartners,andlistafewthingsthatimpressedthemmost.

•Afterpairdiscussion,invitesomestudentstosharetheirpleasantorundesirable

experienceswiththerestoftheclassmates.

•EncouragethestudentstosearchforinformationontheAfter-salesserviceof

AppleStoreinadvance,bringtheirfindingstotheclassandsharethemwiththeir

classmates.TrytotellthedifferencesbetweentheAfter-salesserviceofApple

StoreinChinaandthatinothercountries.TheconsumerprotectionCCTVshow

inMid-March,2013canberecommended.

AdditionalMaterials

After-salesserviceofAppleStoreinChinaandthatinothercountries

Inarecentinterview,AppleCEOTimCooksaidChinawillsoonbecomeApples

biggestmarket.JustwalkpastanyApplestore,andthat'scertainlyhowthingsseemtobe

going.

ButvoicesofcomplaintarecomingfromsomeChineseconsumers,overApples

after-salesservice.

Thecompanyoffersaglobalwarrantyperiodof1year—that'sthesamewhichever

countryyouarein.ButChineselawstatesthatwarrantiesoncomputersalesMUSTbeat

leasttwoyears.

Allcompanieshavetheirownpolicies.Buttheyshouldallabidebythelawsand

regulationsofthecountriesthattheyoperatein.

ButthebiggestcomplaintshavebeenaboutHOWAppledealswithfaultyproducts.

IntheUnitedStates,Australia,SouthKoreaandtheEuropeanUnion,defectiveiPhones

canbereplacedwithabrand-newoneduringtheone-yearwarrantyperiod.

Chinesecustomersdon'thavethatoption,andhavetohavethemrepaired.Ithink

thereshouldbenodifferencebetweenChineseandforeignAppleusers.Appleshould

guaranteethelegalrightsandinterestsofitsChinesefans.Thecontroversyeruptedafter

aconsumerprotectionTVshowinMid-March.SincethenApplehasmadetwostatements,

denyingdiscriminatorypracticesinChina.

Legalexpertsarenotbuyingit.QiuBaochang,legalteamleaderofChinaConsumers

Association,said,ApplesaysChineseconsumersenjoythehigheststandardofservice.

Thisisafalsestatement.It'safactthatthecompanygivesbrand-newreplacementsin

othercounlries,butinChinathewarrantydoesnotcovertheoutercasing.IthinkApple

isduckingtheissue.

Chineseconsumersareholdingfirmstanceontheissue.Appleneedstobestronger

inafter-sales.Aproductspopularitynotonlydependsonitsquality,butalsoafter-sales

service.Otherproductsdobetterinthisarea.IfApplecontinueslikethis,wewillchoose

otherproducts.

Lastyear,Applewasforcedtomodifythetermsofitsafter-salesserviceinSouth

Korea,afteracustomersuedthecompanyforreplacingherdefectiveiPhonewitha

refurbishedone.SomeChinesecitizenshavecalledonChineseconsumerstomounta

similarchallenge.

AdditionalMaterials

Patiencemaybemostimportantsinceitcanhelptomakethecustomerssatisfied.

Sweetsmileisthesignificantsunshinebecauseithelpstocreatetherelaxing

atmosphereandestablishthefriendlyrelationshipbetweenthestaffandcustomers.

Thestrategyofunder-promisingandover-deliveringisimportantaswell.For

instance,wemaytellthecustomerthatthedeliverywillarrivewithintenhours,although

inmostcaseswecanhaveitdonewithinthree.Bydoingso,thecustomersaremorelikely

toappreciatetheeffectivenessoftheservice.

Backgroundinformation

GeniusBar

TheGeniusBarisatechsupportstationlocatedinsideeveryAppleRetailStore,the

purposeofwhichistoofferhelpandsupportforAppleproducts.RonJohnson,theformer

SeniorVicePresidentforRetail,hasoftenreferredtotheGeniusBarasthe“heartand

soulofourstores,*.EmployeesarespeciallytrainedandcertifiedattheGeniusBar.Their

roleistohelpcustomerswithApplehardwareandsoftware.Allin-storerepairsofApple

productsarccarriedoutby“Geniuses”,formerlyknownasMacGeniuses.

MacBook

TheMacBookwasabrandofMacintoshnotebookcomputersmanufacturedbyApple

Inc.fromearly2006tolate2011.ItreplacedtheiBookseriesand12-inchPowerBook

seriesofnotebooksasapartoftheApple-InteltransitionfromPowerPC.Positionedas

thelowendoftheMacBookfamily,theAppleMacBookwasaimedattheconsumerand

educationmarkets.Itwasthebest-sellingMacintoshinhistory.Andaccordingtothesales-

rcsearchorganizationNPDGroup,inOctober2008,themid-rangemodeloftheMacBook

wasthesinglebest-sellinglaptopofanybrandinUSretailstoresfortheprecedingfive

months.

Task2

•AskthestudentstoanswerthequestionswithoutreferringbacktoReadingA.

•Checktheanswersandaskthestudentstolocatethesupportinginformationin

thetext.

Activity1

•Pairupthestudents.LetthemdecidebetweenSpeakerAforthewatchspecialist

andSpeakerBfbrtheauthor.

•AskSpeakerAtoreadthroughReadingAandnotedownthewatchspecialists

problems.EncourageSpeakerBtoexplorethekeystotheproblems.

•Askthestudentstorole-playaconversationbetweenthewatchspecialistandthe

authordemonstratinggoodafter-salesservice.

Activity2

•AskthestudentstointerviewthestaffinAppleStoreaboutafter-salesservices

andthenprepareaspeechentitledTIPSONSUPERAFTER-SALES

SERVICES.Encouragethestudentstodeliverthespeechinfrontoftheclass.

FocusingonGrammar

•宾语从句的时态

MoreGrammarExamples

Idon'tknowifhearrivedyesterday.

ShesaidthatshewasworkingontheInternet.

Hedidn'tknowwhattheyhadcomeherefbr.

Jimtoldmehewouldspendhisholidaysinthesouth.

Ourteachertoldusthatlighttravelsmuchfasterthansound.

•Neither用法浅述

MoreExamples

Wesawourmanagerneitherintheofficenorinthestreet.Wesawhiminthe

apartment.

Thegroundmustbejustright-neithertoowetnortoodry.

NeitherhenorIamabusinessman.

HeneithersawafilmnorwatchedTVyesterday.

Neitherparkisbeautiful.

Neitherofthecarsismine.

ReadingB(泛读课文)

•Askthestudentstolistwhatshouldbeincludedinaformalletterandtellwhat

differencesmayexistbetweentheformalletterandcomplaintletter?

•Lettersofcomplaintusuallyincludethefollowingitems:

A.Background

B.Problem-causeandeffect

C.Solutionsuggestions

D.Warning(optional)

E.Closing

F.Signature

Backgroundinformation

ConsumerProtectionAgency

TheConsumerProtectionAgencyisasubdivisionoftheFederalTradeCommissionthat

wasformedwiththepurposeofprotectingconsumersfromdeceptive,unfair,orfraudulent

businesspractices.Ifyouhavecomplaintsagainstacompany,andyou'vetriedusingthe

ConsumerProtectionAgency,you'renotalone!

ConsumerProtectionAgencywiththeauthorityandaccountabilitytosupervise,

examines,andenforcesconsumerfinancialprotectionlaws.Financialtransactionsfallingunder

theagency'sjurisdictionwouldincludemortgages,creditcards,studentloans,autoloans,

paydayloans,andmore.TheConsumerProtectionAgencywouldworkintheseareastoban

deceptivepractices,ensurethesafetyandfairnessofnewconsumerfinancialproductsthat

comeontothemarketand,generally,topromotetransparency,simplicity,fairness,

accountability,andaccess.

Activity3

•Pairupthestudents,askthemtofindmoreexpressionsofopeningsandendings

ofcomplaint,e-mailsorletters,andthenaskthemtoexchangetheirfindings.

•Invitesomepairstopresenttheirresults.

•Correctandcommentontheirwork.

Activity4

•Dividethestudentsintogroupsof5or6.Eachgroupshouldholdameetingand

discussthesolutionstothecustomerscomplaintinTextB.

•Askoneortwogroupstosharetheirsolutionswiththewholeclass.

Listening（听力练习）

Taskl

•Makethestudentshaveadiscussiononthedisadvantageofusingthefaulty

cosmetics.

•AskthestudentstoanswerthequestionWhatwouldyoudoifthecosmeticsyou

usemadeyourfacetingleandpeel.

•Explainthenewwordstingleandpeeltothestudentsifnecessary.

•Letthestudentslistentotheconversationandtellitsmainidea.

•Letthestudentslistentotheconversationagainandcorrectthefalsestatements.

•Checktheanswerswithexplanation.

Task2

•Askthestudentstopredictwhatwillhappeninthesecondpartofthe

conversationafterreadingthe“NotePad”withsomeblanks.

•Letthestudentspredictthepossibleanswersaccordingtothefirstpartofthe

conversationbeforelistening.

Task3

•Askthestudentstoanswerthequestion“Howshallwedealwithcomplaint

calls?”

•Letthestudentsreadthequestionsandtrytoanswerthequestionsbefore

listening.

Activity5

•Dividethestudentsintogroupof5or6.

•Encouragethemtosharetheirstoriesandfeelingsonmakingcomplaint

telephones.

•Askeachgrouptofindoutmorelipsonan