实用商务英语听说第二册Unit 15 Customer satisfaction[精]

1._____C_______ 2._____F_______ 3._____D_______ 4._____G_______ 5._____B_______
A. initiating an investigation B. giving money back C. providing an identical replacement D. offering an upgrade E. arranging free servicing F. organizing free training G. extending the warranty H. offering a credit note
UnБайду номын сангаасt 15 Customer Satisfaction
Teaching Aims
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To learn how to express the like or dislike to certain products or services;
2
To learn to acquire feedbacks about certain products or services;
• Task Two
• Directions: In this part, you will hear Miss Wang, complaining about an over-charged bill. Listen to the dialogue and decide whether the following statements are true or false.
From whom Dianna Summer
To whom
Mr. London
The reason of the The quality is too bad.
complaint
The resolution Ask the factory party to investigate the cause the damage
• 3. Miss Wang brings the evidence to show the rated charged by the hotel is unreasonable. (T)
• 4. Miss Wang and the manager finally meet half way, and the manager agrees to give her a 50% discount. (F)
• 1. Miss Wang has to pay 800 yuan for her stay in the hotel. (F)
• 2. The brochure of the advertisement mentions the rate is based on a double holiday package. (F)
• Question 1. (C)
• A. Right
B. Wrong
C. Doesn’t say
• Question 2 (B)
• A. Right
B. Wrong
C. Doesn’t say
• Question 3 (A)
• A. Right
B. Wrong
C. Doesn’t say
• Question 4 (A) • A. Right • Question 5 (C) • A. Right • Question 6 (A) • A. Right • Question 7 (B) • A. Right
demographics n. 人口统计状况
• 5. Eventually, Miss Wang pays 720 yuan for her stay in the hotel. (T)
• Task Three
• Directions: In this part, you will hear five recordings about how to deal with complaints about goods. For each recording, decide what action the speaker is recommending.
B. Wrong B. Wrong B. Wrong B. Wrong
C. Doesn’t say C. Doesn’t say C. Doesn’t say C. Doesn’t say
• Task One
• Directions: Listen to the following dialogue and then fill in the charts.
Part III Listening for specific information
Word Bank
holiday package 度假套餐
reliability
n. 可靠性, 安全性
tariff
n. 价格; 使用费
CFC
氟利昂
rate
n. 费用
Buynow 百脑汇
ozone-layer n. 臭氧层
sales representative n. 推销员
execution n.实行，执行，履行
Warm-up
• Task One
• Directions: Look at the Customer Satisfaction Survey below. After reading it, you will hear five questions. Answer these questions according to the information you obtain in the survey.
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To practice listening for specific information about customer satisfaction;
4
To practice listening for general ideas.
Warm-up
Word Bank
lead-time
n. 订货至交货的时间 defective a.有缺陷的；有瑕疵的