商务英语视听说（第3册）（第二版） 课件 Unit 8 Customer servie

Unit8

CustomerService商务英语视听说（第3册）（第二版）新视界商务英语系列教材PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkWhatIsCustomerService?1.Watchthefollowingvideoclipandanswerthequestions.Unit8CustomerServicePartVIOralPracticebackbone/ˑbækbəʊn/n.thecolumnofsmalllinkedbonesdownthemiddleofone’sback脊骨(TEM-4)

eg.Shestoodwithherbackbonerigid.temporary/ˑtempərəri/adj.lasting

for

only

a

limited

time

暂时的(TEM-4,

CET-4)

Theceasefirewillonlyprovideatemporarysolutiontothecrisis.nut/nʌt/n.the

firm

shelled

fruit

of

some

trees

and

bushes

坚果(TEM-4,

CET-4)eg.NutsandseedsaregoodsourcesofvitaminE.

PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkWhatIsCustomerService?1.Watchthefollowingvideoclipandanswerthequestions.Unit8CustomerServicePartVIOralPracticebolt/bəʊlt/a

long

metal

object

that

screws

into

a

nut

and

is

used

to

fasten

thingstogether

螺钉(TEM-4,

CET-4)

e.g.Iclosedthewindowanddrewthebolt.

PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkWhatIsCustomerService?1.Watchthefollowingvideoclipandanswerthequestions.Unit8CustomerServicePartVIOralPractice(1)Whatiscustomerservice?(2)Whatisthebestwaytoprovideexcellentcustomerservice?(3)Areyousuitabletobecomeacustomerservicerepresentativeandwhy?

PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkTelephoneEtiquetteandManners2.Readthefollowingpassageanddiscussthequestions.Unit8CustomerServicePartVIOralPracticeresidence/'rezɪdəns/n.ahouse,especiallyalargeor

impressive

one

住宅，豪宅

(CET-4,

TEM-4)eg.Shetravelsconstantly,movingamongherseveralresidencesaroundtheworld.acquaintance/əˈkweɪntəns/apersonthatyouknowbutwhoisnotaclosefriend认识的人；泛泛之交；熟人(TEM-4,CET-4)

eg.Hehasawidecircleofacquaintances.interaction/ˌintəˈrækʃən/n.aprocessbywhichtwoormorethingsaffecteachother交互作用；交感；交流(TEM-4,CET-4)

eg.There’snotenoughinteractionbetweenthemanagementandtheworkers.

PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkTelephoneEtiquetteandManners2.Readthefollowingpassageanddiscussthequestions.Unit8CustomerServicePartVIOralPracticecourteous/'kɜːtjəs/adj.polite,especiallyinawaythatshowsrespect有礼貌的；客气的；（尤指）恭敬的，谦恭的(TEM-4,CET-6)

eg.Althoughsheoftendisagreedwithme,shewasalwayscourteous.stray/strei/v.tomoveawayfromtheplacewhereyoushouldbe,withoutintendingto迷路；走失(TEM-4,CET-6)

eg.Touristsoftengetlostandstrayintodangerousareas.subjecttotosubmitto,beundertheinfluenceof使服从，从属于……；在……的影响之下(TEM-4,CET-4)eg.Pricesaresubjecttochange.

PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkUnit8CustomerServicePartVIOralPractice

TelephoneEtiquetteandManners2.Readthefollowingpassageanddiscussthequestions.(1)Whatistheetiquetteonansweringthephoneathomeandatwork?(2)Howcanpeoplemakethephonecallinthemorningandintheevening?(3)Pleaselistthegeneralruleformakingthephonecallandreportittoyourpartner.PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkUnit8CustomerServicePartVIOralPractice

TelephoneEtiquetteandManners2.Readthefollowingpassageanddiscussthequestions.(1)Whatistheetiquetteonansweringthephoneathomeandatwork?Whenyouansweryourpersonalphone,itisappropriatetoanswerwithasimpleandfriendly“Hello,”orbyindicatingwhothecallerhasreached.Anditisstillimportanttotreatpeoplewithrespect.Ifyouareansweringthephoneatwork,saythecompanyname,yourname,andoffertoassistthecaller.Andremembertoanswerwithapositivetone.(2)Howcanpeoplemakethephonecallinthemorningandintheevening?Itiscourteousnottocallanyonebefore9a.m.andafter9p.m.PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkUnit8CustomerServicePartVIOralPractice

TelephoneEtiquetteandManners2.Readthefollowingpassageanddiscussthequestions.(3)Pleaselistthegeneralruleformakingthephonecallandreportittoyourpartner.A.Toanswerthephonewithasimpleandfriendly“Hello”athome;B.Toanswerthephonewithapositivetoneatwork;C.Nottocallanyonebefore9a.m.;D.Nottocallanyoneafter9p.m.;E.Askiftheymindbeingputonholdforaminute.F.Remindyourselfofthepurposeforyourcallandbepreparedtoleaveavoicemail;G.Beconsiderateoftheotherperson’stime.PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkConversationOneUnit8CustomerServicePartVIOralPracticeConversationOneConversationTwoConversationThree

curry/'kʌrɪ/adishcomposedofmeatandvegetables,orjustvegetables,inasaucecontaininghotspices,usuallyeatenwithriceandisoneofthemaindishesofIndia咖喱(TEM-4)

eg.Wouldyoulikesomemorecurry?vegetarian/ˌvedʒɪˈteəriən/adj.apersonwhodoesnoteatmeatforhealthorreligiousreasonsorbecausetheywanttoavoidcrueltytoanimals素食的(TEM-4)

eg.Ouryoungestdaughterisavegetarian.tangy/ˈtæŋi/adj.havingastrongflavororsmell味道浓的；强烈的，刺激的(TEM-4,CET-6)eg.Thisisa

tangyorangecake.PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkConversationOneUnit8CustomerServicePartVIOralPracticeConversationOneConversationTwoConversationThree

chickpea/ˈtʃɪkpiː/hard,roundseedsthatlooklikepale-brownpeasandcanbecookedandeaten鹰嘴豆(TEM-4,CET-6)eg.Ithadthehighesthomologywiththatofchickpea(84.9%),andnextwiththatofrice(76.1%)andwiththatofwheat(74.6%).exotic/ɪg'zɒtɪk/adj.unusualandinteresting,usuallybecauseitcomesfromorisrelatedtoadistantcountry（常因来自遥远的他国而显得）奇异的(TEM-8,CET-6)

eg.Shefliesfromoneexoticlocationtoanother.palate/'pælət/thetoppartoftheinsideofone’smouth上颚(TEM-8)eg.ThesenutshavebeenmarkettestedandfoundtobemostsuitedtotheAustralianpalate.PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkConversationOneUnit8CustomerServicePartVIOralPracticeConversationOneConversationTwoConversationThree

starter/ˈstɑːtə(r)/n.asmallquantityoffoodthatisservedasthefirstcourseofameal头盘菜(TEM-4)

eg.Whatwouldyoulikeasastarter?course/kɔːs/one

part

of

a

meal

一道菜

(TEM-4,

CET-4)

eg.Thelunchwasexcellent,especiallythefirstcourse.PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkConversationOneUnit8CustomerServicePartVIOralPracticeConversationOneConversationTwoConversationThree

Sri

Lanka:Sri

Lanka,

officially

the

DemocraticSocialist

Republic

of

Sri

Lanka,

is

an

islandcountryinSouthAsia.ItliesintheIndianOcean,

southwestof

the

Bay

of

Bengal.

斯里兰卡民主社会主义共和国，是个热带岛国，坐落在南亚的印度洋上，在孟加拉湾的西南部。PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkConversationOneUnit8CustomerServicePartVIOralPracticeConversationOneConversationTwoConversationThree

Shiraz:Shiraz

wine

refers

to

two

different

wines.

Historically,

the

name

refers

to

the

wineproducedaroundthecityofShirazinpresent-dayIran.Inthecurrentera,“Shiraz”

isanalternativenamefor

the

Syrah

grape,

mostlyused

inAustralia

and

SouthAfrica.设拉子葡萄酒指的是两种不同的葡萄酒。历史上，这个名字指的是今天伊朗设拉子市周围生产的葡萄酒。在当今时代，“设拉子”是西拉葡萄的另一种名称，主要用于澳大利亚和南非。PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkConversationOneUnit8CustomerServicePartVIOralPracticeConversationOneConversationTwoConversationThree

Malbec:Malbecisapurplegrapevarietyusedinmakingredwine.Thegrapestendtohaveaninkydarkcolorandrobusttannins,andareknownasoneofthesixgrapesallowedintheblendofredBordeauxwine.马尔贝克，是一种紫色葡萄品种，用于酿造红葡萄酒。这种葡萄颜色墨黑，单宁浓郁，是波尔多产区法定允许的六大葡萄品种之一。PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkConversationOneUnit8CustomerServicePartVIOralPractice(1)WhatalternativedoesNaomioffertheangrydiner?A.ASriLankanvegetablecurry.B.ASriLankanfishcurry.C.ASriLankanvegetariancurry.

(2)Whichingredientsareinthecurry?A.Chickpeas,fruitandspices.B.Greenpeas,fruitandspices.C.Chicken,fruitandspices.(3)WhatkindofwinedoesNaomirecommendforthestarter?Asweet,redwine.B.Asparkling,whitewine.C.Adry,whitewine.

ConversationOneConversationTwoConversationThree

CACPartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkConversationTwoUnit8CustomerServicePartVIOralPracticeConversationOneConversationTwoConversationThree

generator/'dʒenəreɪtə(r)/amachinewhichproduceselectricity发电机(TEM-4,CET-6)

eg.Thegeneratorhasbrokendown.compliment/'kɒmplɪmənt/n.apoliteremarkthatyoumaketosomeonetoshowthatyouliketheirappearance,appreciatetheirqualities,orapproveofwhattheyhavedone恭维话(TEM-4,CET-6)eg.Youcandonoharmbypayingawomancompliments.pier/pɪə/aplatformstickingoutintowaterthatpeoplewalkalongorusewhengettingontooroffboats凸式码头(TEM-8,CET-6)eg.Afterlunch,thefamilywentforawalkalongthepier.PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkConversationTwoUnit8CustomerServicePartVIOralPracticeConversationOneConversationTwoConversationThree

Chablis:ChablisisproducedinthenorthernmostwinedistrictoftheBurgundyregioninFrance,whichcoversanareaof6,800hectares.Chabliswinesaredrywhitewineswhicharecharacterizedbytheirpurity,crispness,sophisticationandminerality.夏布利葡萄酒出产于位于法国著名勃艮第葡萄酒产区北部最著名的葡萄种植区，种植面积占6800公顷。它是一种干白葡萄酒，具有坚果、黄油及矿物气息。PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkConversationTwoUnit8CustomerServicePartVIOralPractice

(1)WhydoestheguestinRoom418callreception?A.Hewantstocomplainaboutthelightsgoingout.B.HehasaproblemwithhisTV.C.Hewantssomethingtoeatanddrink.(2)WhatdoesLukesuggesttotheladyguestwhileshewaits?A.Relaxinthemainbar.B.Relaxintherestaurant.C.Relaxinthereceptionarea.(3)WhatdoestheguestfromRoom208complainabout?Nobottledwaterinhisroom.B.Nosoapinhisroom.C.Notowelsinhisroom.ConversationOneConversationTwoConversationThree

AACPartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkConversationThreeUnit8CustomerServicePartVIOralPracticeConversationOneConversationTwoConversationThree

reference/'refrəns/meansofidentification（书信等的）编号(TEM-4)

eg.Makeanoteofthereferencenumbershownontheform.warehouse/ˈweəhaus/alargebuildingwhererawmaterialsormanufacturedgoodsarestoreduntiltheyareexportedtoothercountriesordistributedtoshopstobesold仓储，货栈，仓库(TEM-4,CET-6)

eg.Thegoodshavebeensittinginawarehouseformonthsbecauseastrikehaspreventeddistribution.PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkConversationThreeUnit8CustomerServicePartVIOralPractice

(1)Whydoesthemanhavehisconversationwiththewomanrecorded?A.Forthecompany'srecords.B.Forfuturetrainingpurposes.C.Toensureinformationsecurity.D.Tofollowthecompany'srule.(2)Whatisthewoman'spurposeofcallingthefurniturecompany?A.Togethermoneybackforthereturnedchair.B.Tocheckhercustomerreferencenumber.C.Toinquireaboutthepriceofofficechairs.D.Tomakecomplaintsaboutitscustomerservice.(3)Whatdoesthewomansayaboutherbankcard?A.Shewasissuedanewcard.B.Shelostitaboutthreedaysago.C.Sheforgotwhereshehadleftit.D.Shehadtoupdateitsinformation.ConversationOneConversationTwoConversationThree

BAA(4)Whatdoesthemanadvisethewomantodo?A.Uploadherpersonalinformationtothecompany’swebsite.B.Updateherbankcarddetailsonthecompany’swebsite.C.Makeaspecificnoteonthecompany’ssystem.D.Reconsiderheroptionsforpaymentmethods.BPartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkCustomerAngeroverIrremovablePhoneAppsUnit8CustomerServicePartVIOralPracticeNewsOne

NewsTwo

lawsuit/ˈlɔː.sjuːt/acaseinacourtoflawwhichconcernsadisputebetweentwopeopleororganizations诉讼案(TEM-8,CET-6)

eg.Twoofthedirectorshavefiledalawsuitagainsttheirformeremployer.hinder/ˈhɪndə(r)/v.tomakeitdifficultforsb.todosth.orsth.tohappen阻碍(TEM-4,CET-4)eg.Productionwashinderedbylackofmaterials.memory/ˈmeməri/thepartofthecomputerwhereinformationisstored;theamountofspaceinacomputerforstoringinformation存储器；内存(TEM-4,CET-4)

eg.Thedataisstoredinthecomputer'smemory.

PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkCustomerAngeroverIrremovablePhoneAppsUnit8CustomerServicePartVIOralPracticeNewsOne

NewsTwo

Consumer

Council:

Consumer

Council,

as

a

watchdog,

protects

the

rights

and

interests

ofconsumersbypromoting

afair

andjust

deliveryofgoods

and

services.The

core

functions

ofthe

Council

include

consumer

rights

advocacy,

mediation,

policyrecommendation,advisory

and

information.

消费者委员会作为监察机构，致力于保障消费者的权益，促进公平和公正地提供商品和服务。消费者委员会的核心职能包括消费者权益倡导、调解、政策建议、咨询和信息。

PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkCustomerAngeroverIrremovablePhoneAppsUnit8CustomerServicePartVIOralPracticeNewsOne

NewsTwo

Write“T”fortrueand“F”forfalse.(1)TheConsumerCouncilsaysconsumershavearighttoknowwhatappsareontheirphone,andhowmuchdatatheyuse.(2)Therearetwolawsuitsabouttheirremovableappsfiled.(3)Thecouncilsaysthatdoesnotinfluenceconsumers'rightstomakeaninformedchoice.(4)Mostphonemakerspre-installsomeapps,whichcanhelpthemearnmoneyfromthedevelopers.(5)Thetwophonebrandshaverespondedtothesuitsandexplainedthesituationtothecustomers.

TTFTFPartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkRestaurant“Fires”CustomerforYellingatAutisticWorkerUnit8CustomerServicePartVIOralPractice

NewsOneNewsTwo

autism/'ɔːtɪzm/aseverementaldisorderthatmakessomeoneunabletorespondtootherpeople自闭症(TEM-4,CET-4)

eg.Autismisfourtimesmorecommoninboysthaningirls.yell/jel/toshoutloudly,usuallybecauseyouareexcited,angry,orinpain（因兴奋、生气或痛苦）大声叫喊(TEM-4,CET-4)

eg.I'msorryIyelledatyoulastnight.foul/faʊl/adj.offensiveandcontainingswearwordsorrudewords粗俗的（语言）(TEM-8,CET-6)

eg.HewassentoffforusingfoullanguageinamatchlastSunday.

PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkRestaurant“Fires”CustomerforYellingatAutisticWorkerUnit8CustomerServicePartVIOralPractice

NewsOneNewsTwo

spectrum/'spektrəm/arangeofaparticulartypeofthing范围(TEM-8,CET-6)eg.Vastamountsofenergy,fromX-raysrightthroughthespectrumdowntoradiowaves,areescapingintospace.differently-abledadj.someonewhohasaphysicalormentaldisabilitythatpreventsthemfromlivingatotallynormallife残疾的(TEM-4,CET-6)

eg.Thesameopportunitiesmustbeprovidedtodifferently-abledemployeesastotherestoftheworkforce.

PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkRestaurant“Fires”CustomerforYellingatAutisticWorkerUnit8CustomerServicePartVIOralPractice

NewsOneNewsTwo

Personanongrata:Indiplomacy,apersonanongrataisastatusappliedbyahostcountrytoforeigndiplomatstoremovetheirprotectionofdiplomaticimmunityfromarrestandothertypesofprosecution.在外交中，不受欢迎人物是所在国对外国外交官所施加的一种身份，目的是取消他们免于被逮捕或其他正常诉讼的外交豁免保护权。PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkRestaurant“Fires”CustomerforYellingatAutisticWorkerUnit8CustomerServicePartVIOralPractice

NewsOneNewsTwo

What’smoreimportant:youremployeeoryourcustomer?Apopularbusinessexpressionis,“Thecustomerisalwaysright.”Butyoushouldneversay“always.”P.J.

and

Spiro

Gialopsos,

the

owners

ofa

restaurant,

have

added

the

customer

to

the

restaurant’s“DoNotDeliver

”listandwoninternationalpraiseafterdefending

their

autistic

employee.

When

the

employee

delivered

the

wrong

food

to

a

customer’s

house,

that

customer

reacted

severely

and

unkindly,

even

after

the

employee

corrected

the

mistake.

And

this

employee

is

very

special

with

autism,

but

she

is

described

as

a

seriously

gifted

universitystudentwhoiscuriousabouttheworldwith

an

amazing

personality.

Meanwhile,

Gialopsos

received

more

than

30,000

“Likes

”

and

hundreds

ofpositive

comments

onFacebook.Sotheowners“fired”thecustomer.

PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkPassageOneUnit8CustomerServicePartVIOralPractice

PassageOnePassageTwo

thread/θred/alongverythinpieceofamaterialsuchascotton,nylon,orsilk,especiallyonethatisusedinsewing（尤指用于缝纫的）线(TEM-4,CET-4)eg.ThistimeI'lldoitproperlywithaneedleandthread.superimpose/ˌsuːpərɪmˈpəuz/Ifoneimageissuperimposedonanother,itisputontopofitsothatyoucanseethesecondimagethroughit.叠加(TEM-8)

eg.EasternthemessuperimposedontoWesternarchitecture.

PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkPassageOneUnit8CustomerServicePartVIOralPractice

PassageOnePassageTwo

3-Dprinting:Knownasadditivemanufacturing,itisamethodofcreatingathree-dimensionalobjectlayerbylayerusingacomputercreateddesign.3D打印，也被称为增材制造，是一种使用计算机程序逐层创建三维物体的方法。augmentedreality:Itisafieldofcomputerresearchwhichdealswiththecombinationofrealworldandcomputer-generateddata.增强现实是一种将现实世界和计算机生成内容结合在一起的交互式体验。

PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkPassageOneUnit8CustomerServicePartVIOralPractice

PassageOnePassageTwo

NationalRetailFederation(NRF):Itistheworld’slargestretailtradeassociation,withmembershipthatcomprisesallretailformatsandchannelsofdistributionincludingdepartment,specialty,discount,catalogue,theInternet,independentstores,chainrestaurantsandgrocerystoresaswellastheindustry’skeytradingpartnersofretailgoodsandservices.国家零售联合会是世界上最大的零售贸易协会。其成员包括百货商店、特产店、折扣店、目录店、互联网和独立零售商店、连锁餐厅、杂货店等。成员还包括向零售商提供商品和服务的企业，例如供应商和技术提供商等。

PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkPassageOneUnit8CustomerServicePartVIOralPractice

PassageOnePassageTwo

ResponsiveRetailatIntel:ResponsiveRetailatIntelconsistsofthreemajorcomponents-asensorarray,gatewaystoprocesssensordata,andanopen-sourceanalyticsplatformonthecloud.ItwillbringtogetherIoTandanalyticsinretailenvironmenttohelpretailersgetbetterinsightsabouttheirstocks.Itwillalsoenableaneasyshoppingexperienceforcustomers.英特尔响应式零售平台由三个主要构件组成：传感器、处理传感器数据的网关和云上分析平台。它将物联网和零售环境中的分析结合起来，帮助零售商更好地了解他们的库存。它也可以为顾客提供更便捷的购物体验。

PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkPassageOneUnit8CustomerServicePartVIOralPractice

PassageOnePassageTwo

IBMInstituteforBusinessValue:Foundedin2002,theIBMInstituteforBusinessValuecollaborateswithindustryprofessionals,leading-edgeclients,academics,andawiderangeofIBMconsultantsandsubjectmatterexpertsaroundtheworld.Itusesdata-drivenresearchandexpertanalysistodeliverthought-provokinginsightstobusinessleadersaboutemergingtrends,opportunitiesandchallenges.IBM商业价值研究所成立于2002年，它与世界各地的专业人士、前沿客户、学者以及广泛的IBM顾问和专家合作。其使用数据驱动研究和专家分析，为商业领袖提供有关新兴趋势、机遇和挑战的发人深省的见解。

PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkPassageOneUnit8CustomerServicePartVIOralPractice

PassageOnePassageTwo

AdsReality:AdsRealityisaUK-basedAugmentedReality(AR)softwarecompany.ItisaspecialistinthefieldofrecognitiontechnologyandAugmentedReality(AR)withmultipleuniqueapplicationsacrosstheretailsector.这是一家英国的增强现实（AR）软件公司。它是识别技术和增强现实领域的专家，在零售领域有多个独特的应用。

PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkPassageOneUnit8CustomerServicePartVIOralPractice

PassageOnePassageTwo

Listentothepassageandanswerthequestions.(1)Recently,withthedevelopmentofonlineshopping,howdothebusinessesattractthecustomersbacktothestores?(2)With3Dprinting,whatcanbeprinted?(3)Howmanypeoplewillcometophysicalstoresforshopping,forthosebetween13to21?(4)Whataretheadvantagesastherobotsprovidecustomerservice?

PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkPassageOneUnit8CustomerServicePartVIOralPractice

PassageOnePassageTwo

Listentothepassageandanswerthequestions.(1)Recently,withthedevelopmentofonlineshopping,howdothebusinessesattractthecustomersbacktothestores?Businessesarenowtryingtousenewtechnology,suchas3Dprintingandaugmentedreality,tobringcustomersbackintostores.(2)With3Dprinting,whatcanbeprinted?Insteadofprintingwordsonpaper,theMach2XSprintsclothes.(3)Howmanypeoplewillcometophysicalstoresforshopping,forthosebetween13to21?Arecentstudyshowsthat67%ofpeoplebetweenages13to21shopinphysicalstoresmostofthetime.(

PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkPassageOneUnit8CustomerServicePartVIOralPractice

PassageOnePassageTwo

Listentothepassageandanswerthequestions.(4)Whataretheadvantagesastherobotsprovidecustomerservice?Withourtechnology,whenyouwalkintoastoreoneofourrobotswillapproachyouandbehindtherobot,it’sgoingtobringsomeonewhoknowsyourshoppinghabits,whohasbeenhelpingyouforthepastsixmonths,whoknowswhatyouneed,totalktoyou.Sotousthat’sreally,reallyimportantandthat’stheveryfirsttimeyoucanactuallydopersonalizationoffline.

PartILead-inPartIIConversationPartIIIBusinessNewsPartIVPassagePartVMini-TalkPassageTwoUnit8CustomerServicePartVIOralPractice

PassageOnePassageTwo

boom/bu:m/asuddenincreaseintradeandeconomicactivity;aperiodofwealthandsuccess（贸易和经济活动的）激增，繁荣(TEM-4,CET-4)

eg.Aneconomicboomfollowed,especiallyinhousingandconstruction.complaint/kəmˈpleɪnt/astatementinwhichyouexpressyourdissatisfactionwithasituation怨言；投诉(TEM-4,CET-4)

eg.Peoplehavebeenreluctanttomakeformalcomplaintstothepolice.accommodation/