高教版中职英语(基础模块 第3册)Unit 4《I’ll have to have my cell phone replaced》ppt课件3

Staff: Good morning! How can I help you, sir?
Tim: I bought this watch in your shop but it doesn’t work very well. Staff: What is the problem? Tim: The alarm doesn’t work and when I took off the watch yesterday, I found it left a green mark on my wrist.
Thomas R. Smith Drivers Co.
3489 Green Ave.
Olympia, WA 98502
Dear Mr Smith, I felt very sorry to read your letter of August 17 about the incorrectly produced leaflets. Since we have been partners for so long, I have already worked out a solution to this problem.
First of all, I express my apology for the delayed production. The assembly line of our company broke down so that we couldn’t finish it on time. As we have signed the contract, we will pay for your loss. Secondly, as for the incorrectly produced leaflets, I think there must have been a communication problem between us. We thought that you expected black and white leaflets. We’re sorry for the mistake and we’ll take all the incorrect leaflets back and produce full color copies for you immediately. What’s more, we will reduce the price by 10%.
9.Discuss and answer.
What would you do in the following
situations?
Your goods are incorrectly produced. The assembly line breaks down. The customer complains to you.
3.Listen and answer. 1. Why does the customer want to return the shirt?
Because the shirt is of the wrong size.
2. What does the customer say to complain? I’d like to have this shirt replaced.
B: It does'nt work.
7.Look and talk.
A: I’ll have to have this _______________________________. B: What is the problem?
A: What’s next? _____________________________________. B: _________________________________________________.
2.Look and match.
There is something wrong with the alarm of my watch.
These leaflets are incorrectly produced. The cameras are badly damaged.
This shirt is of the wrong size.
When people areTitle not satisfied with the service. Click to add
Discuss and list.
eg 1
When there is something wrong with the goods. Click to add Title
□ something wrong with the belt of the watch
□ other: ______________
Time of Purchase Solution Customer Signature
□ this week □ last week □ other: _________ □ replace □ refund □ other: ______________
Tim ______________
6.Listen and underline.
Tim is leaving home. Tim: I’ve got to go now. I’ll have to go to Mom: the shop before work. Tim: What’s the matter? I’ll have to have my watch replaced because there is something wrong with the alarm. Tim is talking to the staff.
Listen and underline.
Staff: Did you wear the watch in the shower, sir? Tim: No. I took it off before taking the shower. Staff: When did you buy this watch?
Acticity3听写要点： 1.What can I do for you? 2.have this shirt replaced. 3.What’s the problem/the trouble /the matter /wrong ? 4.It’s the wrong size. 5.Can you show me the receipt? 6..I will change this for you.
4.Listen and complete. Tim went to the shop to have his watch replaced.
5.Listen and tick.
Name of the Customer Tim Item □ watch □ alarm □ something wrong with the alarm Problem
7.Look and talk.
TV replaced. A: I’ll have to have this _______________________________.
B: What is the problem?
A: I hought this in your shop but there is something wrong with it . _____________________________________.
Tim: I bought it one week ago and it’s still under guarantee.
I’m very disappointed at its quality. Staff: I’m so sorry for the inconvenience we have caused you. Would you like a refund? Tim: No, I’d rather have the watch replaced please. Staff: No problem, sir. Would you please show me your receipt so that I can take down some details? We’ll get this watch exchanged for you in no time. Tim: Thank you.
2 4 1 5 2 6
Click to addis Title When the clerk not polite. Click to add Title when the goods is delayed.
When the suitcase is damaged traveling by air. Click to add Title
Acticity3 A:Good morning,ma’am. What can I do for you? B:I’d like to have this shirt replaced. A:What’s the problem? B:It’s the wrong size. A:All right. Can you show me the receipt? B:Yes, here it is . A:OK.I will change this for you.
8.Act and practice.
You are a customer. The CD player you bought last week doesn’t work very well. The radio didn’t work and the CD stopped working too. You would like a refund.
How do you expect us to solve the problem? Can you provide …? Contact us again if you have
你这与你们承诺的不一致。 您希望如何解决呢？
您能提供⋯吗？ 如再有问题请与我们联系。
any other problems.
You are the staff of the
shop. Make sure you
understand the problem, check the receipt and agree
to give the customer a
refund.
It’s not what you promised.
B: It does'nt work.
7.Look and talk.
T-shirt replaced. A: பைடு நூலகம்’ll have to have this _______________________________.
B: What is the problem? A: I hought this in your shop but there is something wrong with it . _____________________________________.
1.Discuss and list.
eg 1
When there is something wrong with the goods. Click to add Title
2 1 1 2 2 3
Click to add Title When there is some quality problem. Click to add Title When people gets the wrong commodity.
10.Read and choose.
What is the letter for?
Making a complaint. Discussing a project with a business partner. Expressing gratitude. Dealing with customer’s complaint.