世纪商务英语听说教程第四版答案unit9

Unit 9Services,世纪商务英语听说教程 4 (第四版),Learning Objectives,To be familiar with different aspects of service industry.To learn about the promotion of service products.,Contents,Active Listening,Telephone Banking,Words and Expressions,Active Listening,Directions: Listen to a dialogue and decide whether the statements you hear are true (T) or false (F).,Exercise 1,T,1. ( ),T,2. ( ),T,3. ( ),F,4. ( ),F,5. ( ),T,6. ( ),M1: Hello. How can I help you today?M2: Hello. Id like some information on the telephone banking services offered by your bank.M1: Certainly. What is your account number?M2: 1005892303.M1: What would you like to know?M2: How do I sign up?M1: Just let me know, Ill sign you up immediately.M2: Can you tell me how the telephone banking services work?,TAPESCRIPT,TAPESCRIPT,M1: You can do all your day-to-day banking over the telephone, 24 hours a day.M2 :Thats great. How do I access my account?M1: Just call the bank, key in your PIN number and listen to the menu of options available.M2: How do I choose the option I want?M1: Just press the number for the service stated by the recording.M2: What kind of things can I do?M1: You can check your balance, pay bills, order a statement or even transfer money to another bank.,TAPESCRIPT,M2: Thats fantastic! Can I trade stocks and bonds?M1: Im afraid you will have to have a special account for that.M2: What about getting help if I have any problems?M1: Theres an automated answering machine and staff are available from 9:00 to 5:00 seven days a week.M2: It all sounds very good to me. Id like to sign up.M1: All right, can you answer a few questions please?M2: Certainly.,Active Listening,Directions: Listen to the dialogue again and fill in the table.,Exercise 2,call the band,_,key in PIN number,_,listen to the menu of options available,_,check the balance,_,pay bills,_,order a statement,_,transfer money to another bank,_,Active Listening,The Restaurant Industry,Words and Expressions,Active Listening,Directions: Listen to a passage and decide whether the statements you hear are true (T) or false (F).,Exercise 1,F,1. ( ),T,2. ( ),T,3. ( ),F,4. ( ),F,5. ( ),T,6. ( ),Nearly 50 years ago, the husband would arrive home from a long day at the office, walk through the front door, greet his wife and children, head toward the kitchen table to eat a hot meal and read the evening paper. All the while, his wife would tend to the housework and children. In todays reality, however, the family is all but extinct and so are its dining habits. What was once regarded as a special occasion to dine at a restaurant is now commonplace among millions of people and families throughout the United States. Studies from the National Restaurant Association have shown that nearly half of all adults are restaurant patrons on a typical day. This demonstrates the size of the restaurant industry and how the public has played a role in its growth. What pushes the industry forward?,TAPESCRIPT,TAPESCRIPT,The most profound trend is the working women. With a larger income, women view restaurants not only as an affordable way to dine, but also as a convenience for themselves and their families. The increase in household incomes has created a desire and convenience for people to spend time dining away from home or ordering takeout meals. The association cites that households with a pretax income of $30,000 or more spend a larger amount of time dining out. In short, the increase in working women has created a larger household income in which people can afford to eat away from home. The mere convenience of avoiding a night of cooking over the stove after a long day at the office is attractive to many women and their families.,TAPESCRIPT,From a promotional products perspective, understanding the driving forces behind the changes in the restaurant industry will enable owners to properly target the audience they decide to pursue. The restaurant industry has two distinct audience segments: full and limited-service operations. Both segments attract a certain client as well as various promotional products.1. Americans have the same dining habits as before.2. In the past, dining at a restaurant was regarded as a special occasion.3. The public contributes a lot to the development of the restaurant industry.4. The more incomes people have, the more occasions they will take for dining out.5. Many working women prefer cooking after a long day at the office.6. The owners of restaurants will look for different customers.,Active Listening,Directions: Listen to the passage again and answer the following questions.,Exercise 2,1. What was the life like in America 50 years ago after work? The husband would: a. from a long day at the office, b. the front door, c. , d. the kitchen table to and e. . The wife would .2. What have pushed the restaurant industry to grow so fast? a. . b. .,arrive home,_,walk through,_,greet his wife and children,_,head toward,_,eat a hot meal,_,read the evening paper,_,tend to the housework and children,_,The increase in the household incomes,_,Working women,_,Active Listening,What Is Service Marketing?,Words and Expressions,Active Listening,Directions: Listen to a passage and decide which of the following pictures are of service industry.,Exercise 1,1,2,3,4,5,6,7,8,Picture 1, 3, 4, 5, 6, 7 are of service industry.,A service is the action of doing something for someone or something. It is largely intangible (i.e. not material). A service tends to be an experience that is consumed at the point where it is bought, and cannot be owned since it quickly perishes. A person could go to a cafe one day and have excellent service, and then return the next day and have a poor experience. So marketers often talk about the nature of a service as: Inseparable from the point where it is consumed, and from the provider of the service. For example, you cannot take a live theatre performance home to consume it (a DVD of the same performance would be a product, not a service). Intangible and cannot have a real, physical presence as does a product.,TAPESCRIPT,TAPESCRIPT,For example, motor insurance may have a certificate, but the financial service itself cannot be touched since it is intangible. Variability since the human involvement of service provision means that no two services will be completely the same. For example, returning to the same garage time and time again for a service on your car might see different levels of customer satisfaction, or speediness of work. Right of ownership is not taken to the service, since you merely experience it. For example, an engineer may service your air-conditioning, but you do not own the service, the engineer or his equipment. You cannot sell it once it has been consumed, and do not take ownership of it.,Active Listening,Directions: Listen to the passage again and fill in the table with the information you hear.,Exercise 2,inseparable,_,intangible,_,car service,_,air-conditioning service,_,Fun Break,Directions: Listen to the joke Free Haircuts and answer the questions.,1. What is the humor of the story?2. What would you do if you were the barber?,Free Haircuts A barber gave a haircut to a priest one day. The priest tried to pay for the haircut, but the barber refused, saying, “You do Gods work.” The next morning the barber found a dozen Bibles at the door to his shop. A policeman came to the barber for a haircut, and again the barber refused the pay, saying, “You protect the public.” The next morning the barber found a dozen doughnuts at the door to his shop. A lawyer came to the barber for a haircut, and again the barber refused payment, saying, “You serve the justice system.” The next morning the barber found a dozen lawyers waiting for a free haircut.,TAPESCRIPT,Additional Listening,An Incoming Call at a Training Center,Words and Expressions,Additional Listening,Directions: Listen to a dialogue and decide whether the statements are mentioned or not. Put a tick() in the corresponding box.,Exercise 1,Additional Listening,Exercise 1,(Lisa works at the 21st Century Training Center. Shes answering a phone call from Daniel who wants to know something more about a media course the Center is advertising both on the newspapers and the net.)W1: Hello, this is Lisa at the 21st Century Training Center. Can I help you?W2: Hello, this is Daniel speaking. Id like to know something about the media course you advertised on the Evening Newspaper. The first thing I want to know is what kind of people this course is intended for.W1: Basically, this course is designed for managers who may be nervous or apprehensive about dealing effectively with journalists.,TAPESCRIPT,TAPESCRIPT,Generally speaking, it applies to CEOs, senior executives, marketing personnel and anybody who is involved in devising and presenting the corporate message to the media. W2: What am I supposed to achieve if I take this three-day course?W1: On the first day, well hold a one-day workshop designed for you. The day is highly interactive with plenty of practical work. At the end of the day, you will feel confident to tackle even the most challenging interview on any number of key topics. W2: What about the second day?W1: Experienced course directors will instruct you how to spot a good media story, and then exploit it for different audiences.,TAPESCRIPT,W2: And the last day?W1: There is also a lot for you to achieve. For example, youll learn how to perfect your interview technique and understand what makes good interview practice. W2: What about the instructors? Are they qualified?W1: Well, we have a dozen of regular course instructors. They are all experienced professionals with plenty of practice themselves. We will also invite celebrated CEOs, journalists and PR professionals to give special lectures on the subject. W2: I see. I really appreciate your help.W1: You are welcome.,Additional Listening,Directions: Listen to the dialogue again and fill in the table with the information you hear.,Exercise 2,interactive with plenty of practical work,_,to tackle even the most challenging interview,_,spot a good media story,_,for different audiences.,_,to achieve,_,perfect your interview technique,_,what makes good interview practice.,_,Viewing & Speaking,Viewing & Speaking,Activity 1,Words and Expressions,Viewing & Speaking,Directions: Watch a video about laundry service and make a dialogue on the same topic by using the above useful expressions.,Activity 1,VIDEOSCRIPT,M: Can I help you?W: Yes, I have some laundry to be done.M: Could you fill out the laundry form, madam, ple