《跨境电商英语》教案 Unit 5 After-sale Services of Cross-Border E-Commerce

教学单元教案设计授课周次第9周授课时间*****计划学时数2教学单元Unit5After-saleServicesofCross-BorderE-Commerce(1)授课方式□理论课□实验（实训）课□上机课□其他教学目标Learnhowtorespondtocustomers’differentcommentsonproduct/service;Learntohowtodealwithcommoncomplaintsfromcustomers;教学重点及难点Theunderstandingofthetext.Thenewwordsandusefulexpressions.教学方法与手段♠项目式：基于跨境电商不同实践操作环节任务的合作性学习♠小组讨论式：分5-6个学习小组♠展示式：学生小组展示教学过程Lead-in:Howdowerespondtopositive/negativefeedback?5.1Customers’CommentsonProduct/ServiceWarming-upActivitiesTextAHowtoRespondtoDifferentFeedbacks5.2SettlingComplaintsWarming-upActivitiesTextACommonCustomerComplaintsandHowtoSolveThemHomework课外安排FinishthevocabularyexercisesofTextAin5.1and5.2.FinishpracticeexercisesofTextBin5.1and5.2.教学反思

讲稿复习提问和上章作业典型问题答疑简要复习第四单元所学内容。教学单元名称Unit5After-saleServicesofCross-BorderE-Commerce(1)课程导入：Whatdoyouwanttolearnfromthiscourse,InternationalBusinessNegotiations?四、分析思路1.Lead-in:Howdowerespondtopositive/negativefeedback?2.5.1Customers’CommentsonProduct/Service(1)Warming-upActivities(2)TextAHowtoRespondtoDifferentFeedbacks3.5.2SettlingComplaints(1)Warming-upActivities(2)TextACommonCustomerComplaintsandHowtoSolveThem4.Homework五、讲授内容I.LeadinHowdowerespondtopositive/negativefeedback?…（学生讨论及发言环节）II.5.1Customers’CommentsonProduct/Service(1)Warming-upActivitiesMatchingLearnthefollowingEnglishexpressionsandmatchthemtotheirChinesemeaning.()1.positivefeedbackA.抓住机会()2.expressgratitudeB.提供解决办法()3.seizetheopportunityC.表示感谢()4.remaincalmD.保持冷静()5.offersolutionsE.积极反馈DiscussionTherearethreekindsofcommentswhichcustomershaveonproductsorservices,namely:positive,neutralandnegativecomments.Discusswithyourpartneraboutwhatthesecommentsmightbeandhowwewilleffectivelydealwiththesecomments.ConversationListentotheconversation.Thenpracticewithyourpartner.A:Hello,InternationalSales.B:Hello,thisisDavidSmithhere,callingfromEngland.A:Yes,Mr.Smith,whodoyouwanttospeakto?B:I’dliketospeaktoMr.Wu.A:Fine.Holdtheline,please.I’mconnectingyounow.C:Hello,Mr.Wu’soffice.Who’scallingplease?B:ThisisDavidSmithcallingfromEngland.CanIhaveawordwithMr.Wu?C:I’mafraidMr.Wuisn’tavailable.He’sgonetoHongKongonbusinessforafewdays.B:Whenwillhebeback?C:He’llbebackonFridayafternoon.Isiturgent?B:Yes.C:CanItakeamessageforhim?B:Yes,please.Willyoutellhimthatwe’vejustreceivedyoursampleofthenewassemblycoffeetableandarequitehappywithit?C:Sure.It’sverykindofyoutosayso.Thequalityofourcoffeetableisverygood,andthedesignisveryfuturistic.B:That’swhyI’mmakingthecall.PleasetellMrWuwe’requitehappywiththequalityanddesignofthetable,butthepriceistoohigh.Weneedsomenegotiationonit.C:OK,Mr.Smith.IwilltellMr.WuassoonasIcan.B:Thanks.C:You’rewelcome.Goodbye.(2)TextAHowtoRespondtoDifferentFeedbacksPre-readingQuestionsHowdowerespondtopositive/negativefeedback?GlobalReadingMainIdeaFirst,therearesomebestpracticestoconsidertorespondtocustomers’positivefeedback.____________,offeradditionalproductsorservices,and____________.Second,youcanrespondtoneutralfeedbackbyaskingformoreinformation,________________and________________.Third,whencustomersgivenegativefeedback,youshouldremaincalm,____________,restatetheproblemand________________.Readingcomprehensionexercise-T/F1.T2.F3.T4.F5.TDetailedReadingNewWordsthrill/θrɪl/adj.非常兴奋的；极为激动的additional/ə'dɪʃənl/adj.附加的，额外的seize/si:z/vt.抓住；夺取asset/'æset/n.资产；优点neutral/'nju:trəl/adj.中立的，中性的testimonial/ˌtestɪ'məʊniəl/n.证明书；推荐书sway/sweɪ/vt.影响；使摇动workaround/'wɜ:kəraʊnd/n.应变方法；变通方法UsefulExpressionsExpressionsExampleSentencesexpressgratitude表示感谢Expressgratitudewheneveryouexperiencesomethinggood.isthrilledwith因……感到兴奋，激动Ifweliveourlifecompletelyeveryday,westillmaynotbethrilledwiththethoughtofdeath.seizetheopportunity抓住机会WeshouldseizetheopportunityoftheShanghaiExpo.winover说服，胜诉；争取到……Sheshowedrealcharacterinherattemptstowinoverthecrowd.DifficultLanguagePointsAcustomerwholovesyourproductenoughtosingitspraisesisanamazingasset.一个对你们的产品赞不绝口的顾客（对公司来说）是一笔宝贵的财富。此句中wholovesyourproductenoughtosingitspraises是一个定语从句，修饰前面的先行词acustomer。Trytogettothebottomofthecustomer’sindifference.设法弄清顾客无动于衷的根本原因。Tellthecustomerthatyouappreciatetheirfeedbackandareconcernedaboutthetreatmenttheyreceivedorproblemthey’refacing.告诉客户你很感激他们的反馈，关心他们受到的待遇或他们面临的问题。此句中，that引导宾语从句，宾语从句中theyreceived是定语从句，用来修饰treatment，they'refacing是定语从句，用来修饰problem。III.5.2SettlingComplaints(1)Warming-upActivitiesMatchingLearnthefollowingEnglishexpressionsaboutstoredescriptionandmatchthemtotheirChinesemeaning.()1.outofstockA.客户服务()2.insandoutsofyourproductB.延期交货()3.customerserviceC.训练有素的人员()4.backorderD.缺货()5.well-trainedstaffsE.产品细节DiscussionCustomercomplaintsareverycommonandunavoidable,evenifyouthinkyouhavedoneeverythingright.Discusswithyourpartneraboutwhatcomplaintscustomersmighthaveandhowwewilleffectivelydealwiththesecomplaints.ConversationListentotheconversation.Thenpracticewithyourpartner.A:WatsonComputers,goodmorning.CanIhelpyou?B:Hello,I’mcallingbecauseI’vehadvariousproblemswiththecomputeIboughtfromyourcompanysixmonthsagoandI’mnotsatisfiedwiththeserviceI’vebeengetting.A:I’msorrytohearthat.Canyougivemeyourname,please?B:Yes,it’sGordonWells.W-E-L-L-S.A:OK,I’mjustcheckingourrecordshere.What’stheproblem?B:ThecomputerwasOKforthefirstfivemonthsafterIboughtit,buttheneverynowandthen,thescreenevenchangedcolortoabrightblue.Icouldn’tworkonitproperly.A:Isee.Thatdoessoundkindofstrange.B:Well,itwasveryannoying.Ican’tworkwithoutmycomputer,andIwastoldI’dhaveitbackwithinaweek.Really,IchosetobuymycomputerfromWatsonComputersbecauseallyouradvertisingsaidthatyourafter-salescarewassuperefficient.A:Holdonamoment.IcanseeherethatwereceivedyourcomputeronMayl6th,butitstillhasn’tbeenfixed,I’mafraid.B:Idon’tbelieveit!Whynot?A:I’mafraidtherepaircenterisrunningbehindschedule,soit’sacaseofeverythingbeingheldup.B:Well,what’reyougoingtodoaboutit?WhenwillIgetitback?A:Icanonlyapologize,Mr.Well,onbehalfofthecompany.Itshouldbedoneverysoon.I’lltelltherepaircentertodealwithyourcaserightaway.Firstthingsfirst.We’lldoourbesttogetitdeliveredtoyoubytheendofthisweek?B:Well,Ireallyhopeso.A:ThankyouforcallingIhopeyou’llcontinuetouseWatsonComputers.B:Thankyouforyourhelp.(2)TextACommonCustomerComplaintsandHowtoSolveThemPre-readingQuestionsWhatarethecommoncustomercomplaints?Howdoweusuallysolvethem?GlobalReadingMainIdeaCustomercomplaintsareusuallyreasonableproblems.Therearefourcommoncustomercomplaints.First,productis____________or____________.Youcantellyourcustomersthatyouwillletthemknowwhenyouhavetheiteminstock.Second,lackof________________.Thebestwaytodealwiththisproblemisthat________________,thenhandleitnow.Third,customer____________issues____________.Makesureyouremployeesarewell___________andknowthe_____________ofyourproductsorservices.Readingcomprehensionexercise-T/F1.T2.F3.T4.T5.TDetailedReadingNewWordslegitimate/lɪ'dʒɪtɪmət/adj.合法的；合理的available/ə'veɪləbl/adj.可获得的satisfy/'sætɪsfaɪ/vt.满足；使满意frustrated/frʌ'streɪtɪd/adj.懊恼的，沮丧的train/treɪn/v.训练assure/ə'ʃʊə(r)/vt.保证；使确信refund/rɪ'fʌnd/v.退款，偿还blame/bleɪm/vt.责备；归咎于dysfunctional/dɪs'fʌŋkʃənl/adj.机能失调的，功能障碍的accomplish/ə'kʌmplɪʃ/vt.实现；达到UsefulExpressionsExpressionsExampleSentencesinstock有存货，现有Wedon’thavethebookinstockbutyoucanorderit.getaroundto抽出时间来做……Ihopetogetaroundtoansweringyourletternextweek.slipthrough溜走，遗忘Youmustn’tallowthisgoldenopportunitytoslipthroughyourfingers.insandouts详细内容，来龙去脉Hequicklylearnedtheinsandoutsofthejob.ownupto承认；坦白Asadults,youshouldownuptoyouractionsandtakeresponsibility.DifficultLanguagePointsCustomercomplaintsareusuallyrootedinlegitimateproblems.顾客投诉的根源通常是合理的问题。Evenifyoufeellikeyou’vedoneeverythingrightthefirsttime,youshouldalwaystakeeverycustomercomplaintseriously.即使你觉得你第一次做的一切都是对的，你也应该认真对待每一个客户的抱怨。此句中evenif引导的是一个让步状语从句，表示即使……。Productisoutofstockoronbackorder.产品缺货或是延期交货。Customerswhoareanxiouslyawaitingaspecificproductmaybecallingyouoremailingyouoverandoveragaintofindoutwhenorifyou’llrestocktheitem.焦急等待某一特定产品的顾客难免会不断地给你打电话或发邮件，以了解你何时或是否会补充该商品。此句中whoareanxiouslyawaitingaspecificproduct引导的是一个定语从句，修饰前面的先行词customers，表示焦急等着某个特定产品的顾客。whenorifyou’llrestocktheitem是一个宾语从句，做findout的宾语。If在此处表示“是否”的含义。Youcanavoidthisbystayingontopofyouremailsandmessagesregularly,butnomatterhowontopofthingsyouare,there’salwaysthechancethatsomethingorsomeonewillslipthroughthecracksandbeforgotten.你可以通过定期处理邮件和信息来避免这种情况，其实无论你处理得多好，总有一些人或事会因为疏忽而被遗忘。此句中by是一个介词，后面遇到动词需要用动名词形式。后面的nomatterhow引导的是一个让步状语从句，表示无论如何……。Findoutwhatitisthecustomerneeds,thenmakesuretheyareabletoaccomplishthatwiththechosenitemorservice.找出客户需要什么，然后确保他们能够通过所选的商品或服务来实现需求。此句是一个祈使句，以动词原形开头。whatitisthecustomerneeds是一个宾语从句，做findout的宾语。theyareabletoaccomplishthatwiththechosenitemorservice也是一个省略了that的宾语从句，做makesure的宾语。VI.Homework1.FinishthevocabularyexercisesofTextAin5.1and5.2.2.FinishpracticeexercisesofTextBin5.1and5.2.教学单元教案设计授课周次第10周授课时间*****计划学时数2教学单元Unit5After-saleServicesofCross-BorderE-Commerce(2)授课方式□理论课□实验（实训）课□上机课□其他教学目标Learnhowtomaintainagoodrelationshipwithcustomers.教学重点及难点Theunderstandingofthetext;Thenewwordsandusefulexpressions.教学方法与手段♠项目式：基于跨境电商不同实践操作环节任务的合作性学习♠小组讨论式：分5-6个学习小组♠展示式：学生小组展示教学过程Explanationofthehomework.5.3CustomerMaintenance(1)Warming-upActivities(2)TextAWhatisCustomerRelationshipManagementandSomeExamples3.Homework课外安排FinishthevocabularyexercisesofTextAin5.3.FinishpracticeexercisesofTextBin5.3.Memorizetheimportantwordsandphrasesinthischapter.教学反思

讲稿复习提问和上章作业典型问题答疑VocabularyandStructureexercisesin5.1I.MatchtheEnglishwordsintheleftcolumnwiththeEnglishexplanationintherightcolumn.1.C2.E3.D4.B5.AII.Choosethebestchoicetocompleteeachofthefollowingsentences.1.A2.C3.B4.D5.AIII.CompletethefollowingsentencesbytranslatingtheChinesegiveninthebracketsintoEnglish.1.Expressgratitude2.expressconcern3.Thisisanawesomequestion4.remaincalm5.offersolutionsVocabularyandStructureexercisesin5.2I.MatchtheEnglishwordsintheleftcolumnwiththeEnglishexplanationintherightcolumn.1.B2.E3.D4.A5.CII.Choosethebestchoicetocompleteeachofthefollowingsentences.1.A2.D3.B4.C5.DIII.CompletethefollowingsentencesbytranslatingtheChinesegiveninthebracketsintoEnglish.1.keepalargequantityofgoodsinstock2.slipthroughourfingers3.there’salwaysthechancethat4.ignore5.manufacturers二、教学单元名称Unit5After-saleServicesofCross-BorderE-Commerce(2)三、课程导入：It’schallengingforustodosomeresearchandprepareforthepresentation,whathaveyoulearntfromthisprocess?四、分析思路1.Explanationofthehomework.2.5.3CustomerMaintenance(1)Warming-upActivities(2)TextAWhatisCustomerRelationshipManagementandSomeExamples3.Homework五、讲授内容I.Explanationofstudents’homework.II.5.3CustomerMaintenance(1)Warming-upActivitiesMatchingLearnthefollowingEnglishexpressionsaboutproductdescriptionandmatchthemtotheirChinesemeaning.()1.consolidatecustomerdataA.定制用户在线体验()2.potentialcustomersB.客户偏好()3.clientexpectationsC.客户需求()4.customizeusers’onlineexperienceD.整合客户数据()5.customers’preferencesE.潜在客户DiscussionCustomerrelationshipmanagementisofgreatsignificancetoaCross-borderE-commercestore.Discusswithyourpartneraboutitscategoryandhowwecouldmaintaingoodcustomerrelationship.ConversationListentotheconversation.Thenpracticewithyourpartner.Listentotheconversation.Thenpracticewithyourpartner.A:Itwasverykindofyoutointroduceyourproductsindetails.Itgavemeagoodideaofyourproductrange.B:It’sapleasuretodemonstrateourproductstoourcustomers.What’syourgeneralimpression,mayIask?A:Veryimpressive,indeed,especiallythespeedofyourNWModel.B:That’sourlatestdevelopment.Aproductwithhighperformance.Welauncheditjusttwomonthsago.A:Themachinegivesyouanedgeoveryourcompetitors,Iguess.B:Certainly.Noonecanmatchusasfarasspeedisconcerned.A:Howdoyoucontrolthequality,bytheway?B:Allproductshavetogothroughfivechecksinthewholemanufacturingprocess.A:That’sgreat.Couldyougivemesomebrochuresforthatmachine?Andthepriceifpossible.B:Noproblem.Hereisoursalescatalogandliterature.A:Thankyou.Ithinkwemaybeabletoworktogetherinthefuture.(2)WhatisCustomerRelationshipManagementandSomeExamplesNewWordsvital/'vaɪtl/adj.必不可少的，对……极重要的attrition/ə'trɪʃn/n.摩擦；磨损；消耗prospective/prə'spektɪv/adj.未来的；预期的nurture/'nɜ:tʃə(r)/vt.养育；培养implement/'ɪmplɪment/vt.实施，执行awareness/ə'weənəs/n.意识，认识prospect/'prɒspekt/n.前途；预期fulfill/fʊl'fɪl/vt.履行；实现convince/kən'vɪns/vt.说服；使确信pivotal/'pɪvətl/adj.关键的；中枢的synchronize/'sɪŋkrənaɪz/vt.使……合拍；使……同步preference/'prefrəns/n.偏爱，倾向recommendation/ˌrekəmen'deɪʃn/n.推荐；建议harness/'hɑ:nɪs/v.利用，控制customize/'kʌstəmaɪz/vt.定做configure/kən'fɪɡ