化生英语第七单元.ppt

,化生英语,新职业英语,Unit7After-salesService,EnglishforAppliedChemistryandBiologicalTechnology,Speaking,4,Warming-up,1,ReadingA,2,Listening,3,ReadingB,5,Writing,7,Project,8,VocabularyandStructure,9,Self-evaluation,6,Grammar,10,Warming-up,Task1,Task2,Warming-up,After-salesserviceiscustomersupportfollowingthepurchaseofaproduct.Matcheachofthefollowingafter-salesservicemethodswithitscorrespondingpicture.,Task1,Warming-up,Supposeyoureceivedfromoneofyourcustomerssomecomplaintsaboutthecoatingproducedbyyourcompany.Thefollowingaresomesuggestedstepsfordealingwiththecomplaintseffectively.Trytoarrangetheminthecorrectorderandexplain.,C,E,F,A,D,B,Task2,ReadingA,Text,Task1,Task2,Task3,Task4,BackgroundInformation,1.warrantyIncommercialandconsumertransactions,awarrantyisacollateralassuranceorguaranteethatcertainfacetsofanarticleorservicesoldisasfactuallystatedorlegallyimpliedbytheseller,andthatoftenprovidesforaspecificremedysuchasrepairorreplacementintheeventthearticleorservicefailstomeetthewarranty.,2.guaranteeAguaranteeisadocumenttoprotectconsumersrights.Itisapromisebyasellerwithabuyerforcompletereplacementoftheproduct.Usuallyaguaranteeisvalidforafixedperiodoftime.3.wearandtearWearandtearisatermfordamagethatnaturallyandinevitablyoccursasaresultofnormaluseorageing.Itisusedinalegalcontextforsuchareasaswarrantycontractsfrommanufacturers,whichusuallystipulatethatdamageduetowearandtearwillnotbecovered.,ReadingA,Studythediagrambelow,identifytherolesthatproductwarrantiesplayandbrieflyexplainthemtoyourpartner.,Task1,声音,翻译,ReadingA,TheImportanceofaWarranty,Awarrantyisyourtickettopeaceofmindwhenyoupurchaseproducts.Nomatterhowgoodthereputationofthebusinessis,productscanhaveproblemseitheruponpurchaseorafteracertainamountoftime.Onlyafteryouhavebeenusingtheproductforsometimemaydefectsinworkmanshipbeapparent.Thatiswhywhenyoupurchaseproductsthathavegoodwarrantiesyouaresafeguardingyourselfagainstanyhazardsinthefuture.,翻译,声音,ReadingA,Areliablebusinesswillofferaguaranteeformorethanjustoneyear.Twoandeventhreeyearswarrantiesarethesignofareallygoodproductandcompany.Thisdisplaysthecompanysattitudetowardsitsownproductsanditsdeterminationtoassurethequalityofthegoods.Italsodisplaysaconfidencethatthosegoodswilloperateinperfectorderofalongperiodoftime.,翻译,声音,ReadingA,Whatshouldareallygoodqualitywarrantyhave?Alongguaranteeperiodoftwoorthreeyears:warrantiesonaproductshouldcovertwoorthreeyears,especiallyforveryexpensivegoods.Organizationsthatofferthesesortsoflong-termwarrantiesshowthattheyhaverealconfidenceintheirproducts.,翻译,声音,ReadingA,Clausesthattakeintoaccountnormalwearandtear:allgoodwarrantiesshouldtalkaboutcoveringnormalwearandtearintheirconditions.Normalwearandtearjustmeansnormalusageandisoftenspokenaboutinmanywarranties.Itshouldbeinwriting:youshouldalwayshaveawrittenwarrantyifyoupurchaseaproduct.Thisprotectsyouasanoralagreementwillnotberemembered.,翻译,声音,ReadingA,Whenyoubuytheproduct,itmustconformtoacertainstandardforthewarrantytobevalid.Youshouldreadthewarrantycarefullytobesuretherearenoloopholes.,翻译,声音,ReadingA,Whenyounextpurchaseaproduct,remembertoaskthesalespersonaboutawarranty.Youneverknowwhatmayhappeninthefutureanditisgoodtobeprepared.Goodproductsdonotcomecheapandyoushouldsafeguardyourinvestmentbygettingagoodwarrantyonyourpurchase.Withthesepointsinmind,youwillbeabletochooseacompanythatoffersyouagreatwarrantyonyourproductandpeaceofmindwhenyoubuythingsfromthem.,产品质量保证书的重要性,当你购买商品时，质量保证书可为你解除后顾之忧。无论一个厂家的声誉有多好，他们的产品都有可能在你购买时或在使用一段时间以后出现问题。只有在使用过一段时间以后，做工上的缺陷才会显现出来。所以当你购买有良好质量保证的产品时，你实际上是为自己避免了将来可能出现的麻烦。,信誉可靠的厂家会给自己的产品提供一年以上的质量保证。如果产品的质保期为两年或三年，则说明产品的质量和厂家的信誉都不错。这表明厂家对自己的产品的态度及其保证产品质量的决心，也表明了他们对自己的产品在相当长的一段时间内不会出现质量问题抱有信心。,良好的质量保证书究竟包含什么？长达两到三年的质保期限：产品的质保期限应该达到两年或三年，特别是较为昂贵的产品。能够提供如此长期质保的机构对自己的产品一定非常有信心。,正常磨损的条款：所有合理的质保条款都应该包含由于正常的磨损所发生故障的保障。正常的磨损就是指产品正常使用的损耗，这在许多质保条款中都会提到。书面质量保证书：在购买商品时，通常卖方会向你提供书面的质量保证。只有书面形式的质保才能保护你的权益，因为口头协议会被忘记。,购买商品时，商品必须符合一定的标准,以使质量保证书有效。应认真阅读保证书条款,以确保其中没有任何漏洞。,当你下一次购买商品时，请记住找营业员索取质量保证书。你永远也不会知道将来会发生什么，所以最好未雨绸缪。好货不便宜，你应当在购买时索取正规质量保证书为你的投资提供保障。记住了这些，你在购物时就会选择能够提供良好质量保证的商家，因为购买他们的产品你会放心。,ReadingA,e.g.1.Thecarisstillunderwarranty.2.Theproductcomeswithathree-yearwarranty.,n.awrittenpromisethatacompanywillfixorreplacesth.ifitbreaksafteryouhaveboughtit.,defect,ReadingA,e.g.1.Therearedefectsinoureducationsystem.2.Allthecarswillbetestedforanydefectsbeforebeingsold.,n.afaultoralackofsth.thatmakesitnotperfect,e.g.1.Peoplehopetheirsavingswillsafeguardthemagainstpovertyintheiroldage.2.Keepingcleansafeguardsusagainstdisease.,safeguard,ReadingA,v.toprotectorguardsb.orsth.,SafeguardGiantPanda!,display,ReadingA,e.g.1.Heisamanwhodoesnotdisplaymuchemotioninpublic.2.Nobodydisplayedanyinterestinthistopic.,v.toshowsignsofhaving(aqualityoranemotion,etc.),assure,ReadingA,e.g.1.Icheckitovertoassureaccuracy.2.Thisagreementmeansthatthefutureofthecompanyisassured.,v.tomakesth.certain,cover,ReadingA,e.g.1.Therightsofpart-timeworkersarenotcoveredbytheseregulations.2.Therulescoverallcases.,v.todealwithortakeintoaccount,oaccount,ReadingA,e.g.1.Agoodarchitecttakesintoaccountthebuildingssurroundings.2.IhopeyouwilltakeintoaccountthefactthatIamnotabletopaysomuch.,toconsiderparticularfactswhenyoumakeajudgmentordecisionaboutsth.,wearandtear,ReadingA,e.g.1.Thiscarpetisdesignedtostanduptowearandtearofcontinualuse.2.Thechairsintheclassroomareshowingsomesignsofwearandtear.,normaldamagecausedbycontinuoususeoveralongperiod,e.g.1.Thebuildingdoesnotconformtosafetyregulations.2.Sherefusedtoconformtothenormalsocialconventions.,conform,ReadingA,v.tokeeptoorcomplywith,valid,ReadingA,e.g.1.Mypassportisvalidforanothertwoyears.2.Thereisnovaliddataonthedrugssafety.,a.tobelegallyusableoracceptable,ValidUserID,e.g.1.taxloopholes2.Thecompanyemployedlawyerstofindloopholesinenvironmentalprotectionlaws.,loophole,ReadingA,n.asmallmistakeinanagreementorlawwhichgivessb.thechancetoavoidhavingtodosth.,Answerthefollowingquestionsaccordingtothepassage.,ReadingA,Whyisitimportantforconsumerstoaskforaproductwarrantywhenmakingapurchase?2.Whatdoesalong-termwarrantysuggest?3.Whatmakesagoodproductwarranty?4.Whyisawrittenwarrantyalwayspreferred?5.Whatistheauthorsattitudetowardsproductwarranties?,Task2,ReadingA,Becauseproductscanhaveproblemseitheruponpurchaseorafteracertainamountoftime.Warrantiescansafeguardtheconsumersagainstanyhazardsinthefuture.2.Along-termwarrantycansuggestthegoodqualityofaproduct.3.Agoodwarrantyshouldcoveralongguaranteeperiod,takeintoaccountnormalwearandtearandbeinwriting.4.Becauseanoralagreementwillnotberemembered.5.Hethinksthatagoodwarrantycansafeguardthequalityofaproduct.,SuggestedAnswers,Decidewhetherthefollowingstatementsaretrue(T)orfalse(F)accordingtothepassage.,ReadingA,F,T,T,T,T,Task3,Supposeyouworkforaninteriorcoatingscompanyandyouaredealingwithacustomerscomplaints.Workwithyourpartnertobrainstormthepossibleproblemsandalistofactionsyoushouldtake,andthenrole-playthesituation.,ReadingA,Task4,Task2,Task3,Task4,Task5,Task1,Listening,Thefollowingisatelephoneconversation.Listentoitcarefullyanddothematchwork.,Script,Task1,Listening,Task1Script,Listening,Idaisansweringatelephonecomplaintfromaclient.Listencarefullyandhelphertocompletetheform.,JackWilliams,UVComputers,OP1103,somewrinkles,eyeirritation,sorethroats,Script,Task2,Listening,Task2Script,Listening,DonnaSmithisvisitingUVComputerstodealwiththecomplaints.Listentotheconversationanddecidewhetherthefollowingstatementsaretrue(T)orfalse(F).Writekeywordstosupportyouranswer.,Script,Inextremelyhotweatherorcooldampweather,thepaintfilmdriesfasteronthetopthanonthebottom.,Thewrinklingiscausedbyapplyingthetopcoatingtoinsufficientlycuredprimer.,Task3,Listening,Script,Thewallshavetobesufficientlycleaned,smoothedanddriedbeforethecoatispainted.,DonnaSmithisvisitingUVComputerstodealwiththecomplaints.Listentotheconversationanddecidewhetherthefollowingstatementsaretrue(T)orfalse(F).Writekeywordstosupportyouranswer.,Task3,Listening,Task3Script,Listening,Theconversationiscontinuing.Listentoitandcompletethefollowingstatements.,safetystandards,excellent,chemicalanalysis,Odorless,thisFriday,Script,Task4,Listening,Task4Script,Listening,Bothpartiesareholdingameetingtodiscusscompensation.Listentoitandcompletetheminutes.,Script,Mr.Williams,DonnaSmith,JoannaWhite,0.18,nationalstandard,torecallallthecoatingsofthistypeimmediately,toremoveallthepaintwork,torepaintalltheinteriorwalls,agree,Task5,Listening,Task5Script,Task2,Task3,Task4,Task1,Speaking,Workinpairs.Practicecomplainingaboutapoorproduct/serviceaccordingtothefollowingtips.,Task1,Speaking,Workinpairs.Practiceapologizingtoandreassuringcustomers.,Task2,Speaking,Workinpairs.Practicemakingashortphonecallonhowtodealwithcomplaintsaccordingtotheinstructionsbelow.,Task3,Speaking,Workingroups.SupposeyouarefromtheAfter-salesDepartment.PracticereportingtoyourseniorshowyousolvedthecomplaintcaseinTask3.Yourreportmaycoverthefollowingaspects.,Task4,Task1,Task2,Text,ReadingB,Task3,BackgroundInformation,complaintIngeneraluse,acomplaintisanexpressionofdispleasureaboutsomething,suchaslowqualityserviceatastore.Inlegalterminology,acomplaintisaformallegaldocumentthatsetsoutthefactsandlegalreasonsthatthefilingparty(theplaintiffs)believesaresufficienttosupportaclaimagainstanotherperson,persons,entityorentities(thedefendants)thatentitlestheplaintiff(s)toaremedy.,ReadingB,ReadingB,Whencustomerscomplainandtheyarenothandledproperly,yourisklosingnotonlyyourbusinessbutalsofuturecustomersbecausetheyarelikelytotelltheirfriendsandneighborsabouttheirbadexperience.Byhandlingthecomplaintproperly,youmayturnthesituationaroundandmakeacustomerforlifewhowillsingyourpraisestoothers.,ReadingB,Step1Staycalm.Alwaysrememberthatthecustomerisangryabouttheproductorservicebutnotmadatyou.Whenyourememberthisanddontgetangry,youwontmakeadifficultsituationworse.Step2Askthecustomertotellyouwhattheproblemis.Listentothemwithoutinterruptingthem.Askquestionstomakesureyouunderstandwhattheyaresaying.Takenotestoreferbacktoandshowthatyouarelistening.,ReadingB,Step3Apologizeforthesituation.Oftenacustomerfeelsmuchbetterwhenyousay,“Iamsorrythishappenedtoyou.”Youarenotsayingthatyoudidanythingwrong;youareacknowledgingthattheyareupset.Step4Summarizehowyouthinkthecustomerseesthesituation.Youmaysay,forexample,“Iseeyouaredisappointedthattheshipmentdidnotarriveintime.”Thisdoesnotmeanthatyouareadmittingthatyouorthecompanydidsomethingwrong.,ReadingB,Step5Askthecustomerhowtheywouldliketheproblemtoberesolvedandtellthemwhatchoicesyoucanoffer.Berealistic;dontmakepromisesyoucantkeep.Step6Agreeonasolutionthatwillsatisfythecustomer.Itmayneedsomediscussionofalternativesbeforetheyagreeonone.Step7Thankthecustomerfortheirpatience,andtellthemthatyouarelookingforwardtoprovidingservicethatmeetstheirexpectationsinthefuture.,ReadingB,如何回应客户投诉？,当客户投诉时，如果你处理不当，不仅这单生意可能泡汤，你还可能失去将来潜在的顾客，因为投诉者很可能会向他们的朋友、邻居讲述自己不愉快的经历。而如果处理得当，你将会扭转形势，赢得一个终身客户，该客户还会把你大加颂扬。,ReadingB,第一步保持镇静。时刻记住客户是因为你们的产品或服务发火，而不是针对你个人。如果你记住了这点，不跟着生气，那就不会使情况变得更糟。第二步让客户详细说明问题所在。耐心倾听，不要随意打断。可以提出问题以确认自己明白客户的意思。边听边作记录，以备日后查询，同时也向客户表明你在认真倾听。,ReadingB,第三步就所发生的事情道歉。当你对客户说“很抱歉，让您遇上了这样的事情”，通常他们会感觉好很多。你并没有承认做错了什么，只是认同了客户沮丧的心情。第四步总结客户对整件事情的看法。例如你可以说：“我知道，货物没有按时运达，这让您非常失望。”这也不等同承认你或你们公司做错了什么。,ReadingB,第五步询问客户希望这个问题如何解决，并告诉他们你所能提供的选择方案。要实话实说；不要向客户许下你不能兑现的承诺。第六步就客户满意的某一解决方案达成协议。在客户同意接受某项方案前，你可能需要花费一些时间与之讨论各备选方案。第七步对客户在投诉处理过程中所表现出的耐心表示感谢，并表示期待日后能提供令他们满意的服务。,ReadingB,Choosetheactionsfromthefollowingboxandfillinthetableaccordingtothepassage.,dontgetangry,listentothecustomer;askquestions;takenotes,saysorry,summarizethesituation;showunderstanding,offersolutions,agreeonthecustomerschoice,thankthecustomer,Task1,ReadingB,MatchthefollowingtermswiththeirChinesemeanings.,Task2,ReadingB,TranslatethefollowingshortpassageintoChinese.Consultadictionaryifnecessary.,Task3,ReadingB,某项服务或者维修一旦完成，服务人员会在产品寿命管理系统中更新信息，记录采取的措施，确认遇到的问题。这样的历史信息可用于产品规划和产品改进。根据所遇到的产品在实际使用中的情况，售后服务人员可对产品的可靠性、可维护性、安全性以及产品维修等方面提出改进意见。,SuggestedAnswers,Task2,Task1,Writing,Writing,WorkingroupsoffourtoholdameetingdiscussingthesettlementofthecomplaintmentionedinListeningSectionandfillintheminutesofthemeetingwiththetipsgiven.Yourrolesarelistedasfollows:,Task1,Writing,July5th,2009,QualityCoatingsCompany,UVComputers,1000am,ConferenceRoom204,JoannaWhite,IdaGreen,TheChemicalAnalysisReportoftheCoatingsSample,IdaGreen,JoannaWhite,DonnaSmith,JackWilliams,N/A,Writing,1)Somewrinklesappearedonthewallsofsomenewly-decoratedofficesinUVComputers.2)SomestaffmembersofUVComputerscomplainedabouteyeirritation,sorethroatsandotherunpleasantthings.3)ThesettlementofthecomplaintmadebyUVComputers.,1)Recallallthecoatingsofthistype.2)Removeallthepaintedcoatingsandrepaintalltheinteriorwalls.,JoannaWhite,ASAP,Writing,SupposeyouareJackWilliamsfromUVComputers.Completethefollowingcomplaintprocessfeedbackformaccordingly.,JackWilliams,Aug.30th,2009,Task2,Writing,Hopethatyoumaycompensatetoouremployeesfortheillnesscausedbyyourcoatings.,Writing,Pleasemakeavisittwoweekslatertocheckwhetherthenewly-paintedcoatingcauseanytrouble.,Project,Project,Self-evaluation,Task1,Task2,Task3,Task4,Task5,VocabularyandStructure,VocabularyandStructure,FillintheblankswiththewordsorphrasesfromReadingAthatmatchthemeaningsinthecolumnontheright.Thefirstlettersarealreadygiven.,1.v_tobelegallyusableoracceptable2.d_toshowsignsofhaving(aqualityoranemotion,etc.)3.o_towork;tobeinaction4.a_clearlyseenorunderstood;obvious5.r_consistentlygoodinqualityorperformance,andsodeservingtrust6.s_toprotectorguardsb.orsth.,alid,isplay,perate,pparent,eliable,afeguard,Task1,VocabularyandStructure,7.p_tobuysth.8.a_tomakesth.certain9.c_tokeeptooractinaccordancewith10.t_toconsider;oonesthinking,urchase,ssure,onformto,akeintoaccount,VocabularyandStructure,Fillineachblankwiththeproperformofthewordgiveninthebrackets.,reliable,valid,agreement,operates,usage,Task2,VocabularyandStructure,determination,assured,conform,investment,confidence,VocabularyandStructure,Completethefollowingsentenceswiththewordsorphrasesgivenbelow.Changetheformifnecessary.,reliable,haveconfidencein,conformto,apparent,Task3,VocabularyandStructure,valid,displayed,purchase,assure,safeguard,takenintoaccount,VocabularyandStructure,Rewritethefollowingsentencesaccordingtothegivenexamples.,Wecanstartthemeetingonlywheneveryoneishere._2)Thedriverswillgobacktoworkonlyafteralltheirrequestsaremet._,Onlywheneveryoneisherecanwestartthemeeting.,Onlyafteralltheirrequestsaremetwillthedriversgobacktowork.,Task4,VocabularyandStructure,3)Thespaceshipwillbelaunchedonlywhentheweatherconditionsareperfect._4)Iwillsignthecontractonlyafteryouagreetoalltheterms._5)Heknewthetruthabouthisfatherspastonlyafterhisuncletoldhim._,Onlywhentheweatherconditionsareperfectwillthespaceshipbelaunched.,OnlyafteryouagreetoallthetermswillIsignthecontract.,Onlyafterhisuncletoldhimdidheknowthetruthabouthisfatherspast.,VocabularyandStructure,Illbegladtohelpwheneveryouneed._2)Whateveryoudid,yourparentswillforgiveyou._,Nomatterwhenyouneed,Illbegladtohelpyou.,Nomatterwhatyoudid,yourparentswillforgiveyou.,VocabularyandStructure,3)Whereveryougo,youwillmissyourhometownandfamily._4)Whoeverheis,hehastoconformtotherulesifhedoesntwanttogetarrested._5)Whicheverpathyoutake,Ibelieveyoullbesuccessful._,Nomatterwhereyougo,youwillmissyourhometownandfamily.,Nomatterwhoheis,hehastoconformtotherulesifhedoesntwanttogetarrested.,Nomatterwhichpathyoutake,Ibelieveyoullbesuccessful.,VocabularyandStructure,TranslatethefollowingsentencesintoEnglish,usingthewordsorphrasesgiveninthebrackets.,Whenorganizingabigconference,_(你需要将许多不确定因素考虑在内).(takeintoaccount)2.Heisanoldfriendofmine,_(所以我可以向你保证他是值得信赖的).(assure;reliable),youneedtotakeintoaccountmanyuncertainfactors.,soIcanassureyouthatheisreliable.,Task5,VocabularyandStructure,3.Themanufacturersoffereda3-yearguarantee,_(显示了其对商品质量的信心).(display;haveconfidencein)4.Wehavesignedacontractwhich_(只在不违反相关法规的情况下才具法律效力)(valid;conformto)5.Itisthepolicesresponsibilityto_(保护人民群众的生命和财产安全).(safeguard),displayingthattheyhadconfidenceinthequalityoftheirproducts,islegallyvalidonlywhenitconformstorelevantregulations.,safeguardpeopleslivesandproperties,Partof,SubjunctiveMood,Task1,Task2,Task3,Task4,ComprehensiveExercises,Task1,Task2,Task3,Task4,虚拟语气,Grammar,Crossouttheincorrectoneofthetwochoicesunderlinedineachsentence.,Grammar,Task1,Completethefollowingconversationbetweenahusbandandawifewiththeproperformoftheverbsinthebrackets.,Grammar,wouldntplay,go,didntplay,Task2,wouldbe,think,thought,wouldbe,wontdo,wouldntget,Grammar,Completethefollowingconversationbetweentwofootballfanswiththeproperformoftheverbsinthebrackets.,Grammar,hadlost,wouldhavescored,hadbeen,hadntbeen,wouldnthavegiven,hadntbeen,wouldhavebeen,wouldhavebeaten,hadbeen,Task3,Fillintheblankswiththeproperformoftheverbsinthebrackets.,Grammar,(should)speak,(should)have,(should)keep,(should)go,(should)take,Task4,语气是一种动词形式，表示说话者的意图和态度。英语中的语气