职场实用英语交际教程(初级)教师用书_Unit 9

Teacher’s Book for Unit 9
Unit 9 Reply to customer queries
Starting up
About the unit
When we attend a fair to promote our products, we need to be able to explain our products’ features to potential customers. To answer customers’ questions about our products, we should learn specific information about the exhibited items. This unit introduces how to be well-prepared before attending a fair, and presents some useful expressions for replying to customer queries. After completing this unit, Ss will be able to reply to customer queries effectively.
Teaching objectives
When teaching this unit, the T should enable Ss to
•note down specific information about product purchase, including price, MOQ, delivery etc.
(Set the task & Prepare for the task);
•list two to three key points they need to consider when replying to customer queries (Develop the strategies);
•reply to customer queries (Fulfil the task & To extend).
Teaching suggestions
The T can present this unit in different ways. A product-oriented approach is suggested. With this approach, the T can guide Ss through the output task by showing them how to collect relevant information and using appropriate expressions.
Motivating
Ask Ss to think about what questions customers are likely to ask about a product in a fair. Enabling
Scenario
•Introduce “Scenario” and help Ss to get background information about the task, e.g., China Import and Export Fair, information about the exhibited items, etc.
•Ask Ss to discuss in pairs what preparations will be made before attending the fair. •Explain the language tip.
Set the task
•Ask Ss to listen to the conversation and ask them what the task is for Zheng Wen.
•Listen again and ask Ss to finish the tasks in “Understand the text”.
•Explain the vocabulary and intercultural tip.
•Check Ss’ answers to the tasks in “Language in focus”.
Prepare for the task
•By “Reading” & “Listening”, ask students to collect specific information about the products. •Enable Ss to develop their skills in identifying key information while reading and listening by finishing the tasks in “Understand the text”.
•Explain the vocabulary.
•Check Ss’ answers to the tasks in “Language in focus”.
•Explain the structure and career tip where necessary.
Develop the strategies
•Ask Ss to discuss what information a customer might need to know about the products. •Ask Ss to make conversations containing “Useful expressions of relying to queries”.
•Ask Ss to write down more useful sentences or expressions for replying to customer queries. Assessing
Fulfil the task
•Encourage Ss to complete the task by explaining the steps in the Student Book.
•Ask Ss to make their own conversations about how to reply to queries.
•Invite Ss to role play their new talks in class. Ask Ss to give feedback on each other’s performance and give your comments or feedback.
To extend
•Ask Ss to do the comprehension work in Task 1 by reading the passage.
•Ask Ss to discuss the questions in Task 2.
Detailed Procedures & Key
Scenario
Discussion
Work in pairs and discuss the following question:
Imagine you are Zhang Wen. What preparations will you make before attending the fair? Procedures
Break up the topic by asking questions such as:
•What information about customers should you collect?
•What information about the exhibited items will the customers be interested in?
•How are you going to get specific information about the products?
Vocabulary
1.The company has recently launched new products and planned to exhibit these items at the
forthcoming China Import and Export Fair.
exhibit /ɪg'zɪbɪt/ v. 展览
e.g. They will be exhibiting their new designs at the trade fairs.
他们将在商品交易会上展出他们新的设计。

forthcoming /fɔːθ'kʌmɪŋ/ adj.即将到来的
e.g. The high school students are working hard to get well prepared for the forthcoming
entrance examination.
高中生们正努力学习以做好准备，迎接即将到来的高考。

2.David Smith, the Sales Manager, asks Zheng Wen, a salesperson, to reply to customers’
queries about the products at the fair.
query /'kwɪәri/ n.询问，疑问
e.g. Our assistants will be happy to answer your queries.
我们的助理很乐意回答诸位的问题。

Set the task
Script
David Smith: Hi, Zheng Wen. Do you know about the forthcoming China Import and Export Fair? Our company attends it every year to attract more potential customers and grow our business. Zheng Wen: I’ve heard about it. It’s one of the largest business exhibitions in the world. And it’s held twice a year, right?
David Smith: Exactly. Our company will attend the fair in April and will exhibit three of our most popular products there.
Zheng Wen: Great! Anything I can help with?
David Smith: Yes, I plan to send you to the fair along with two other colleagues.
Zheng Wen: That’s wonderful! What should I do when I’m there?
David Smith: I want you to reply to the customers’ queries about the products. Can you handle this?
Zheng Wen: I’ll do my best to provide them with the information they need.
David Smith: That’s great. I will send you a catalogue of the products later. This will help you get better prepared for customers’ queries.
Zheng Wen: Thanks a lot! I’ll read it carefully.
Vocabulary
1.Our company attends it every year to attract more potential customers and grow our business.
potential /pәˈtenʃәl/ adj.潜在的
e.g. First we need to identify actual and potential problems.
首先，我们需要弄清实际的问题和潜在的问题。

2.I plan to send you to the fair along with two other colleagues.
colleague /ˈkɒliːɡ/ n. 同事
e.g. We were friends and colleagues for more than 20 years.
20 多年来我们既是朋友又是同事。

3.Can you handle this?
handle /ˈhændl/ v.应付；处理
e.g. A new man was appointed to handle the crisis.
新指派了一个人来处理这场危机。

4.I will send you a catalogue of the products later.
catalogue /ˈkætәlɒɡ/ n.目录
e.g. An illustrated catalogue accompanies the exhibition.
展览会有插图目录。

Key for reference
Understand the text
1. C
2. (1) F
(2) F
(3) T
(4) F
(5) T
Language in focus
1. (1) handle
(2) colleagues
(3) queries
(4) forthcoming
(5) catalogue
(6) potential
(7) exhibited
2. (1) to
(2) for
(3) with
(4) of
Prepare for the task
I.Reading
Vocabulary
1.Light luxury tea set
luxury /ˈlʌkʃәri/ n.豪华
e.g. Gold is elegant, noble and a symbol of luxury.
金色典雅、高贵，是奢华的象征。

2.MOQ: 10 sets
MOQ: minimum order quantity 最低起订量
e.g. Please email me a quote including the shipping cost and MOQ.
请给我发电子邮件，包括航运成本和最低起订量报价。

3.FOB Hong Kong (USD)
FOB: free on board 离岸价格
e.g. Please make us an offer, giving your price FOB Singapore.
请报新加坡离岸价。

4.>=200 Sets: To be negotiated
negotiate /nɪ'ɡәʊʃieɪt/ v. 谈判；协商
e.g. We have been negotiating for more pay.
我们一直在为增加工资进行协商。

5.Accessories:1 teapot, 6 cups, 6 scoops and 1 tray
accessory /әkˈsesәri/ n.配件
e.g. There are a range of furnishings and accessories for the home.
这里有各种各样的家居装饰物及配件。

6.Capacity: 200-1200ml
capacity /kәˈpæsәti/ n.容量
e.g. The theatre has a seating capacity of 2 000.
那座剧院能容纳2 000名观众。

7.Safe for: microwave oven; dishwasher
microwave oven 微波炉
e.g. This type of microwave oven is safe and easy to operate, and cooks fast.
使用这种微波炉，既安全，又简便，且烹调快速。

8.Package: carton box
carton box 纸箱
e.g. 12 sets are put in a carton box.
每纸箱装十二套。

Key for reference
Understand the text
1. This table shows detailed information about three items which are to be exhibited in the fair, including item No., MOQ, price, color, accessories, capacity, weight and packaging.
2. (1) F
(2) T
(3) F
(4) T
(5) F
3. Work in pairs and discuss the following question.
The selling points are as follows:
Light luxury tea set: small MOQ, mug set can be square or circular.
Glazed coffee/ tea cup: colors can be chosen.
Fish-shaped tableware: children-oriented, lovely
Language in focus
1. (1) negotiating
(2) luxury
(3) capacity
(4) accessories
II.Listening
Script
Zheng Wen: David, I’d like to check with you some details about the popular items which are to be exhibited at the fair.
David Smith: Sure. What can I help you with?
Zheng Wen: It’s about the price range. Can we offer a customer discount?
David Smith: Well, I think the discount depends on the order size.
Zheng Wen: Could you be more specific?
David Smith:In the case of the light luxury tea set, if the quantity exceeds 200 sets, a 30% discount will be given.
Zheng Wen: What about the glazed coffee cup and the fish-shape tableware?
David Smith: For them, we may give a 30% discount if the buyer places an order for more than 500 pieces or sets.
Zheng Wen: OK, then, what’s the lead time for these items?
David Smith: For the light luxury tea set and the fish-shaped tableware, it’s estimated that 10-15 days are needed for the production of more than 500 sets. By contrast, the glazed coffee cup takes more time, 25-30 days for more than 500 pieces.
Zheng Wen: I see. Thanks for your help.
Vocabulary
1.It’s about the price range.
range /reɪndʒ/ n. 范围
e.g. Most of the students are in the 17-20 age range.
大多数学生都是在17至20岁的年龄范围内。

2.In the case of the light luxury tea set, if the quantity exceeds 200 sets, a 30% discount will be
given.
exceed /ɪkˈsiːd/ v.超出
e.g. His achievements have exceeded expectations.
他的成就出乎预料。

3.What’s the lead time for these items?
lead time 交付周期
e.g. The client emphasized lead time reduction.
客户强调缩短生产周期。

4.It’s estimated that 10-15 days are needed for the production of more than 500 sets.
estimate /ˈestɪmeɪt/ v. 估计；估算
e.g. It is estimated that the project will last four years.
据估计，这项工程将用时四年。

5.By contrast, the glazed coffee cup takes more time, 25-30 days for more than 500 pieces.
by contrast 相比之下
e.g. By contrast , Jack is more likely to ask others for help .
相比之下，杰克更有可能向他人寻求帮助。

Key for reference
Understand the text
1. B
2. (1) order size
(2) 10%
(3) 500 pieces or sets
(4) 10-15 days
(5) 25-30 days
Language in focus
1. (1) lead time
(2) exceeds
(3) by contrast
(4) ranges
(5) estimated
2. (1) about
(2) on
(3) In
(4) for
3. (1) Excuse me! May I come in?
(2) Tom will take an exam tomorrow. He may not attend this party.
(3) You may see a film tonight.
(4) May you have a good luck!
Develop the strategies
Discussion
Work in pairs and discuss the following question:
What information about the products may be needed by a customer?
A customer may need the following information about the products: MOQ, price, color,
accessories, capacity, weight, lead time and package.
Vocabulary
1. We have a very strict quality control system which ensures that our products are always of the
highest quality.
strict/strɪkt/ adj. 严格的
e.g. They were always very strict with their children.
他们对子女一向十分严格。

2. Here is our FOB price. All the prices in the list are subject to our final confirmation.
be subject to 取决于；视……而定
e.g. This offer is subject to our final confirmation.
本报盘以我方最后确认为准。

3. We will pack the goods in strong but small wooden cases to avoid possible damage in transit.
transit /'trænsɪt/ n. 运输
e.g. These products must be handled with care in transit.
该产品在运输过程中应注意轻搬轻放。

4. The goods are being prepared for immediate delivery and will be shipped from Hong Kong by
a steamer tomorrow.
immediate/ɪ'miːdiәt/ adj. 立刻的
e.g. The police will take immediate action.
警察将立即采取行动。

Key for reference
Useful expressions of relying to queries
(1) This is our hot sale item. It has been very successful in American market?
(2) If your order is larger than MOQ, we are ready to reduce our price by 10%.
(3) We will pack the goods in strong but small wooden cases to avoid possible damage in transit.
(4) The goods are being prepared for immediate delivery and will be shipped from Hong Kong by
a steamer tomorrow.
To extend
Key for reference
Understand the text
1. (1) C (2) D (3) C
2. Most tableware and cookware in the kitchen are made from porcelain, because porcelain is beneficial for cooking, storing, and serving food.。