Unit 7

新职业英语新职业英语

Contents

Listening & Speaking4

Warming-up1

Reading A2

Reading B3 Language Lab7 Language Lab7

Writing5

Mini-project6

Warm-1-1

Task 1 Task 1 Complete the following survey form about campus canteens.

WarWarm-1-m-1-22

Task 2 Task 2 Suppose you are the CEO of the Campus Canteen Corporation. According to the completed survey above, are your customers satisfied? How could you make improvements?

Reading A

Reading A

Text

Task 1

Task 2

Business Know-how

Text A-1

I Really Want to Know

Friday night I Friday night I went off my diet. I dare say I my diet. I dare say I

deserved a good meal after losing the twenty a good meal after losing the twenty

pounds I pounds I gained from too many trips to Manhattan from too many trips to Manhattan

restaurants last year. My wife and I went to one of restaurants last year. My wife and I went to one of

our favorite Houston restaurants to celebrate the our favorite Houston restaurants to celebrate the

successful conclusion of my diet.successful conclusion of my diet.

Reading A

Text A-2

The food, as always, was wonderful. The The food, as always, was wonderful. The

service was even better than usual. I really would service was even better than usual. I really would

have given the restaurant top marks on every have given the restaurant top marks on every

item—but I didn't. Why? We'll see in a moment.item—but I didn't. Why? We'll see in a moment.

Reading A

Text A-3

It is It is admirable for an organization to want to for an organization to want to measure customer satisfaction. However, to do so customer satisfaction. However, to do so

correctly, the correctly, the entire measurement process must be measurement process must be

properly designed and properly designed and implemented from start to finish. from start to finish.

Proper questionnaire design is just the first step in the Proper questionnaire design is just the first step in the

process. Equally as important is process. Equally as important is establishing a process a process

of gathering data which will of gathering data which will obtain a representative a representative

sample of customers, and which keeps bias to a sample of customers, and which keeps bias to a

minimum. This is where many organizations fail. This is minimum. This is where many organizations fail. This is

where this where this particular restaurant failed. restaurant failed.

Reading A

Text A-4

After we had finished our coffee, the waiter After we had finished our coffee, the waiter

brought over the check. With the check was a brief brought over the check. With the check was a brief

customer satisfaction customer satisfaction survey. One side of the . One side of the

questionnaire contained a note from the owner, questionnaire contained a note from the owner,

beginning with the words “I really want to know”. The beginning with the words “I really want to know”. The

other side of the questionnaire contained a few other side of the questionnaire contained a few

standard measurement items and room for standard measurement items and room for comments. .

What was a little different about this survey was that What was a little different about this survey was that

the questionnaire had already been the questionnaire had already been filled out by the by the

waiter. On a scale of “excellent”, “good”, and “needs waiter. On a scale of “excellent”, “good”, and “needs

improvement”, the waiter had drawn a line through all improvement”, the waiter had drawn a line through all

the “excellent” boxes.the “excellent” boxes.

Reading A

Text A-5

As much as I enjoyed the service, I was not As much as I enjoyed the service, I was not

about to about to deposit a questionnaire that somebody a questionnaire that somebody

else had completed into a ballot box. However, else had completed into a ballot box. However,

many people would return such a questionnaire many people would return such a questionnaire

without without thinking twice..

Reading A

Text A-6

The owner of the restaurant is only fooling The owner of the restaurant is only fooling

himself by keeping the current customer himself by keeping the current customer

satisfaction measurement program satisfaction measurement program in place. If . If

he “really wants to know”, he would be better he “really wants to know”, he would be better

off asking someone to off asking someone to hand out postage-paid postage-paid

questionnaires to people as they left the questionnaires to people as they left the

restaurant.restaurant.

Reading A

Text A-7

If you have a customer satisfaction If you have a customer satisfaction

measurement program in place, or if you measurement program in place, or if you

are thinking of implementing one, we are thinking of implementing one, we urge

you to give as much attention to the you to give as much attention to the

distribution and collection process as you and collection process as you

do to the questionnaire design.do to the questionnaire design.

Reading A

A-Trans-1Reading A

我真的很想知道我真的很想知道

周五晚上我结束了节食。把去年因常去曼哈周五晚上我结束了节食。把去年因常去曼哈

顿的餐馆吃饭而增加的顿的餐馆吃饭而增加的 2020 磅减掉之后，我敢说我磅减掉之后，我敢说我

该理直气壮地美餐一顿了。为了庆祝节食成功，我该理直气壮地美餐一顿了。为了庆祝节食成功，我

和太太去了休斯顿一家我们最喜欢的餐馆。和太太去了休斯顿一家我们最喜欢的餐馆。

A-Trans-2

饭菜与往常一样，味道好极了，服务比平常饭菜与往常一样，味道好极了，服务比平常

还要好。我真想给这家餐馆的每个项目都打最高还要好。我真想给这家餐馆的每个项目都打最高

分，但我没有。为什么？一会儿我们就知道了。分，但我没有。为什么？一会儿我们就知道了。

Reading A

A-Trans-3

一家公司想度量一下顾客满意度是件好事。一家公司想度量一下顾客满意度是件好事。

但是，要想把这件事做好，整个度量过程必须妥善但是，要想把这件事做好，整个度量过程必须妥善

设计，并自始至终完整地实施。合理设计调查问卷设计，并自始至终完整地实施。合理设计调查问卷

仅仅是这个过程的第一步。为了能够从顾客那里获仅仅是这个过程的第一步。为了能够从顾客那里获

得代表性的数据样本，并将偏见降到最低，建立数得代表性的数据样本，并将偏见降到最低，建立数

据搜集程序也同样重要。许多公司却未能做到这一据搜集程序也同样重要。许多公司却未能做到这一

点，而这也正是这家餐馆的失败之处。点，而这也正是这家餐馆的失败之处。

Reading A

A-Trans-4

话说我们喝完咖啡之后，侍者拿来了账单。与话说我们喝完咖啡之后，侍者拿来了账单。与账单附在一起的，还有一份简要的顾客满意度调查问账单附在一起的，还有一份简要的顾客满意度调查问卷。问卷的一面是餐馆老板的一份说明，开头写卷。问卷的一面是餐馆老板的一份说明，开头写

“ ”着 我真的很想知道 ；另一面是一些标准的测量项“ ”着 我真的很想知道 ；另一面是一些标准的测量项目，以及顾客填写意见的空白处。有一点不同的是，目，以及顾客填写意见的空白处。有一点不同的是，

“这 份 调 查 问 卷 已 经 由 侍 者 填 完 了 。 在 很“这 份 调 查 问 卷 已 经 由 侍 者 填 完 了 。 在 很” “ ” “ ”好 、 好 和 有待提高 三个级别上，侍者已经在所” “ ” “ ”好 、 好 和 有待提高 三个级别上，侍者已经在所“ ”有 很好 的方框内划了一条线。“ ”有 很好 的方框内划了一条线。

Reading A

A-Trans-5

尽管我很满意这家餐馆的服务，我也不打尽管我很满意这家餐馆的服务，我也不打

算把一份已由别人完成了的调查问卷放到意见算把一份已由别人完成了的调查问卷放到意见

箱里。然而，很多人却会不假思索就将这种问箱里。然而，很多人却会不假思索就将这种问

卷交回。卷交回。

Reading A

A-Trans-6

如此进行顾客满意度调查，这家餐馆的老板如此进行顾客满意度调查，这家餐馆的老板

“ ”只是在愚弄自己罢了。如果他 真的很想知道 ，在“ ”只是在愚弄自己罢了。如果他 真的很想知道 ，在

顾客离开时，让人给他们分发一些邮资已付的调查顾客离开时，让人给他们分发一些邮资已付的调查

问卷，会对他更有好处。问卷，会对他更有好处。

Reading A

A-Trans-7

如果你正在进行或者正打算进行顾客满意如果你正在进行或者正打算进行顾客满意

度调查，我们强烈建议你除了注重问卷的设计外，度调查，我们强烈建议你除了注重问卷的设计外，

也要特别注意问卷的发放和回收过程。也要特别注意问卷的发放和回收过程。

Reading A

to stop

Reading A

go off

e.g.e.g. He went off driving after the accident.

e.g.e.g. You’ve been working all the morning—I think you deserve a rest.

Reading A

deserve

v.v. to have earned something by good or bad actions or behavior

e.g. e.g. Last week I gained another five pounds.

Reading A

gain

v.v. to increase in weight, speed, height or value

e.g.e.g. This essay is admirable in all respects.

Reading A

admirable

a.a. having many good qualities that people respect and admire

e.g. e.g. Education shouldn’t be measured only by examination results.

Reading A

measure

v.v. to judge the importance or value of something

e.g.e.g. It was the worst day in my entire life.

Reading A

entire

a.a. whole; complete

e.g.e.g. We have decided to implement the president’s suggestion in full.

Reading A

implement

v.v. to take action or put into practice

e.g.e.g. 1. My grandfather established the family business in 1938.

2. The relationships between the two companies were established two years ago.

Reading A

establish

v.v. to start; to set up

v.v. to get something especially by means of effort

Reading A

obtain

e.g.e.g. We wish to obtain first-hand information.

e.g.e.g. They have conducted a research in this particular field.

Reading A

particular

a.a. unusual, single and different from others

n.n. a general examination or study (of conditions, opinions, etc.), especially carried out by asking people questions

Reading A

survey

e.g.e.g. A recent survey shows that many teenagers spend three hours a day playing computer games.

n.n. opinion given briefly in speech or writing about something or someone

Reading A

comment

e.g.e.g. Do you have any comments to make upon my story?

to complete (a form) by answering the questions in the spaces provided

Reading A

fill out

e.g.e.g. Could you fill out this application form quickly?

v.v. to put something down in a particular place; to put money or something valuable in a bank or other places where it will be safe

Reading A

deposit

e.g.e.g. 1. She deposited her case in the corner.

2. You are advised to deposit your valuables in

the hotel safe.

to think very carefully about something

Reading A

think twice

e.g.e.g. The teacher advised him to think twice before deciding to quit school.

in existence and ready to be used

Reading A

in place

e.g.e.g. The new regulations are now in place.

to give something to each member of a group

Reading A

hand out

e.g.e.g. Could you start handing these books out, please?

v.v. to strongly advise someone to do something

Reading A

urge

e.g.e.g. Brown urged her to reconsider his decision.

n.n. the act of sharing things among a large group of people in a planned way

Reading A

distribution

e.g. e.g. The distribution of the food supplies in the

earthquake area began two days ago.

A-Task 1-1

Task 1Task 1 Answer the following questions according to the passage.

1. Where does the writer most probably live?

2. Why did the man and his wife go to their favorite restaurant for dinner?

3. Why is the process of gathering data important for customer satisfaction measurement?

Houston.

Because they wanted to celebrate the successful conclusion of his diet.

Because it helps to obtain a representative sample of customers and keep bias to a minimum.

Reading A

A-Task 1-2

4. What did the owner’s note in the questionnaire begin with?

5. In order to successfully measure customer satisfaction, what should an organization pay much

attention to?

It began with the words “I really want to know”.

It should pay much attention to the distribution and collection process.

Reading A

A-Task 2

Task 2Task 2 Decide whether the following statements are true (T) or false (F) according to the passage.

Reading A

( ) 1. The writer was not satisfied with the meal of the ( ) 1. The writer was not satisfied with the meal of the

restaurant.restaurant.

( ) 2. Establishing a process of gathering data is as ( ) 2. Establishing a process of gathering data is as

important as proper questionnaire design for important as proper questionnaire design for

customer satisfaction measurement.customer satisfaction measurement.

( ) 3. The owner of the restaurant didn’t really want to ( ) 3. The owner of the restaurant didn’t really want to

measure customer satisfaction.measure customer satisfaction.

( ) 4. The writer hadn’t intended to fill in the blank ( ) 4. The writer hadn’t intended to fill in the blank

questionnaire.questionnaire.

( )( ) 5. The writer thought postage-paid questionnaires would 5. The writer thought postage-paid questionnaires would

be a good way to measure customer satisfaction.be a good way to measure customer satisfaction.

F

T

T

F

T

Business Know-how

Conducting a Survey

● Establish the goals of the project—what to learn;● Determine what people are targeted and how many are to be interviewed;● Choose how to interview (face to face, telephone, etc.);

● Design the questionnaire;

● Pretest the questionnaire, if practical;

● Conduct interviews and collect data;

● Analyze the data—produce the findings.

Reading BReading B

Text

Task 1

Task 2

Text B-1

Motorola Limited Warranty

Reading B

This limited warranty applies as follows to new Products, Accessories and Software purchased by consumers in the United States or Canada.

COVERAGE LENGTH OF COVERAGE

Products One (1) year from the date of purchase by the first consumer purchaser.

Accessories One (1) year from the date of purchase by the first consumer purchaser.

Software * Ninety (90) days from the date of purchase.

* Applies only to defects in the CD-ROMs that contain the software.

Text B-2

Reading B

To obtain service or information, please call: Motorola Customer Services 1-800-453-0920 or 954-723-4910 Or visit us online at http://www.motorola.com/iden/support. You will receive instructions on how to ship the Products,Accessories or Software, at your expense, to a Motorola Authorized Repair Center.

To obtain service, you must include: (a) a copy of your receipt, or other proof of purchase; (b) a written description of the problem; (c) and, most importantly, your address and telephone number.

B-Trans-1Reading B

摩托罗拉有限产品质量保证书

本有限产品质量保证书适用于消费者在美国或本有限产品质量保证书适用于消费者在美国或加拿大购买的下列新产品、附件和软件。加拿大购买的下列新产品、附件和软件。

** 只适用于含有该软件的只适用于含有该软件的 CD-ROMCD-ROM 上的缺陷。上的缺陷。

B-Trans-2Reading B

如需售后服务或信息，请致电：如需售后服务或信息，请致电： 摩托罗拉客服电话：摩托罗拉客服电话： 1-800-453-0920 1-800-453-0920 或 或 954-954-723-4910723-4910 或访问我们的网站： 或访问我们的网站： http://www.motorola.com/iden/supporthttp://www.motorola.com/iden/support 您将获得如何将您的产品、附件或软件寄送给摩托您将获得如何将您的产品、附件或软件寄送给摩托罗拉授权维修点的指示。寄送费用自理。罗拉授权维修点的指示。寄送费用自理。 为了获得售后服务，您必须随件附上：为了获得售后服务，您必须随件附上： (a) (a) 收据的复印件或其他购货凭证；收据的复印件或其他购货凭证； (b) (b) 产品问题的书面描述；产品问题的书面描述； (c) (c) 您的地址和电话号码您的地址和电话号码————这是最重要的。这是最重要的。

B-Task 1Reading B

Task 1Task 1 Decide whether the following statements are true (T) or false (F) according to the warranty.

( ) 1. Motorola, Inc. warrants its products and software,

excluding its accessories.

( ) 2. The warranty on new products ends one year from the

date of purchase by the first consumer

purchaser.

( ) 3. You cannot get serviced if you fail to provide the receipt.

( ) 4. You need to ship the product to a Motorola repair center

and they will pay all charges.

( ) 5. The warranty applies to products purchased by

consumers all over the world.

F

T

F

F

F

B-Task 2

Task 2Task 2 Fill in the flow chart to illustrate how to obtain a repair service from Motorola, Inc. and explain it to your partner.

Call _________________________________;

Or visit online at __ _________ _____ __.

Provide ___ __ _ or other proof of purchase;

Describe ___________;

Give ___ __________________.

Ship the product to ___ _

1-800-453-0920 or 954-723-49101-800-453-0920 or 954-723-4910

http://www.motorola.com/iden/supporthttp://www.motorola.com/iden/support

a copy of your a copy of your receiptreceiptthe problemthe problem

a Motorola Authorizeda Motorola Authorized

your address and telephone numberyour address and telephone number

Repair Center Repair Center .

Reading B

Listening

Task 1

Task 2

Task 3

Task 4

Task 5

Listening & Speaking

L-Task 1

Task 1Task 1 Ella Black is talking about the delay of an order with Thomas Cook. Listen to the conversation and fill in the blanks with what you hear.

W: We’ve checked the order, and it last Friday. I’m so sorry about that.M: You know we are a design company; our work cannot be done without computers. Our work has been affected .W: Sorry, sir. We promise .M: What if we don’t get it by then? Our manager your service. This is our first order, and things like this shouldn’t have happened.W: I fully understand your position at this moment. . I do hope this incident won’t affect our future business relations.M: Well, I hope so.

should have reached you

because of the delay you’ll get it next Monday

isn’t satisfied with

This willnever happen again

Listening & Speaking

L-Task 2

Task 2Task 2 Lisa is Mr. Haywood’s secretary. She is talking with Robert Rowley, a business partner of the company. Listen to the conversation and choose the best answer to each question you hear.

ScriptScriptScriptScript

1. A. Because he’s out on business. B. Because he didn’t receive Mr. Rowley’s messages. C. Because Lisa didn’t tell him. D. Because he has been very busy recently.2. A. Two times. B. Three times. C. Four times. D. Five times.3. A. Next week. B. By the end of the week. C. Tomorrow. D. This afternoon.

Listening & Speaking

L-2-Script

Task 2Task 2 ScriptScript

Listening & Speaking

L-Task 3Listening & Speaking

ScriptScriptScriptScript

1. The woman bought a box of printing paper last week.

True False

2. On the box of the printing paper it says B5.

True False

3. The woman demanded a refund of 20.35 pounds.

True False

4. The assistant would call their other branch to see if they

have any.

True False

√

√

√

√

yesterdayyesterday

12.35 pounds12.35 pounds

Task 3Task 3 A customer is complaining to a shop assistant about a box of printing paper she bought. Listen to the conversation and decide whether the following statements are true or false. Then write key words to support your answers.

L-3-Script

Task 3Task 3 ScriptScript

Listening & Speaking

L-Task 4Listening & Speaking

Task 4Task 4 Sophia is receiving a phone call from a customer. Complete the Customer Service Help Form with what you hear.

ScriptScriptScriptScript

Customer Service Help Form

Name of customer Eddie Edwards__________

Address 28 Twyford Avenue______

Phone No. 1. ( )_

Product 2. a SONY ( )

Problem It won’t record.______

When purchased 3. ( )

Length of guarantee 4. ( ) years_

Customer has receipt? Yes□/No□__________

Customer has guarantee certificate? 5. Yes□/No□__________

Customer Service Help Form

Name of customer Eddie Edwards__________

Address 28 Twyford Avenue______

Phone No. 1. ( )_

Product 2. a SONY ( )

Problem It won’t record.______

When purchased 3. ( )

Length of guarantee 4. ( ) years_

Customer has receipt? Yes□/No□__________

Customer has guarantee certificate? 5. Yes□/No□__________

07700 886537807700 8865378

DVD playerDVD player

one week agoone week ago

threethree

√

√

L-4-Script

Task 4Task 4 ScriptScript

Listening & Speaking

To better communicate with a complaining customer, use the following steps to help you handle and solve the problem. Firstly, __________________. Write down any names, dates, and major points of the complaint. Secondly, think twice before ______________. Express your regret for his or her dissatisfaction and any inconvenience he or she may have experienced, but think before you give any promise—because nothing annoys customers more than a broken promise.

L-Task 5-1Listening & Speaking

Task 5Task 5 Listen to the passage twice and fill in the blanks with what you hear.

listen and take noteslisten and take notes

making promisesmaking promises

L-Task 5-2Listening & Speaking

Thirdly, check the facts. Make sure the customer has given you is correct and work out solutions by yourself. The last step is to offer solutions. When the customer complains, you should always offer him a solution to the problem. If you cannot directly fix the problem, offer him something else to try and keep him satisfied. There are many different types of solutions which could turn a disappointed customer into a happy one, such as, to , refund the money, offer a repair, offer a discount on the next purchase, and the inconvenience caused.

the informationthe information

offer a replacementoffer a replacement

apologize forapologize for

Writing

Writing

Task 1

Task 2

Dear Mr. Benson,Dear Mr. Benson,

of March 12.of March 12.

the computer you bought from us arrived in such the computer you bought from us arrived in such

poor condition. It might have been damaged during shipment.poor condition. It might have been damaged during shipment.

a new computer as soon as possible. To ensure it a new computer as soon as possible. To ensure it

reaches you safely, it will be double-packed this time.reaches you safely, it will be double-packed this time.

for the inconvenience it has caused.for the inconvenience it has caused.

Yours sincerely,Yours sincerely,Emily WatsonEmily WatsonEmily WatsonEmily WatsonCustomer Service ManagerCustomer Service Manager

W-Task 1Writing

Task 1Task 1 Complete the following letter of adjustment with the given expressions.

We will send you Please accept our apology Thank you for your letter We are so sorry that

Thank you for your letterWe are so sorry that

We will send you

Please accept our apology

Dear Mr. Walters,

Thank you for your letter of November 15.We are so sorry that the goods you received have not been supplied correctly.It might have been an error during shipment.We will make up the shortfall as soon as possible, and promise that such things will never happen again.Please accept our apology for the inconvenience it has caused.

Yours sincerely,Wang YiWang YiCustomer Service Manager

W-Task 2Writing

Task 2Task 2 Suppose you are the customer service manager of your company. Write a letter of adjustment to the letter of complaint in Task 1 on Page 90.

SampleSample

Mini

Work in groups. Each group asks ten students to fill in the

questionnaire below about their use of mobile phones and

then draft a summary of the survey results.

Mini-project

● Work in groups;

● Refer to the sample on Page 106;● To do a research and then analyze the data

collected;

● In-class presentation.

Language LabLanguage Lab

Task 1

Task 2

Task 3

Task 4

Task 5

LL-Task 1Language Lab

Task 1Task 1 Match the words or phrases on the left with their meanings on the right.

A. have an increase inB. in existence and ready to be usedC. have earned something by good or bad actions or behaviorD. strongly advise someone to do somethingE. take action or put into practiceF. opinion given briefly in speech or writing about something or someoneG. set up; startH. a general examination or study (of conditions, opinions, etc.), especially carried out by asking people questionsI. unusual, single and different from othersJ. whole; complete

( ) 1. deserve( ) 1. deserve

( ) 2. entire( ) 2. entire

( ) 3. survey( ) 3. survey

( ) 4. gain( ) 4. gain

( ) 5. particular( ) 5. particular

( ) 6. urge( ) 6. urge

( ) 7. comment( ) 7. comment

( ) 8. implement( ) 8. implement

( ) 9. establish( ) 9. establish

( ) 10. in place( ) 10. in place

CC

JJ

HH

AA

II

DD

FF

EE

GG

BB

LL-Task 2Language Lab

Task 2Task 2 Complete the sentences with the following words or phrases. Change the form if necessary.

1. After Tom passed his driving test, he ________ an application

for his driver’s license.

2. Mary and I have __________ cooking, so we live on salads these

days.

3. If I were you, I’d __________ before investing the money in that

business.

4. He had read the novel himself, and made quite a few

__________ on it.

5. The committee’s suggestion will be _______ __ once the

president gives the permission.

filled outfilled out

gone offgone off

think twicethink twice

commentscomments

implementedimplemented

comment think twice implement go off fill out

LL-Task 3-1Language Lab

Task 3Task 3 Rewrite the following sentences after the models.

Model 1: Model 1: An organization wants to measure customer satisfaction. An organization wants to measure customer satisfaction. That is admirable.That is admirable. It isIt is admirable admirable forfor an organization an organization toto want to measure want to measure customer satisfaction.customer satisfaction.

1. I will translate this article. That will be difficult.1. I will translate this article. That will be difficult.

It will be difficult for me to translate this article.It will be difficult for me to translate this article.

2. The policeman has explained to him what had happened. That is 2. The policeman has explained to him what had happened. That is

necessary.necessary.

It is necessary for the policeman to have explained to him what It is necessary for the policeman to have explained to him what

had happened.had happened.

3. The lost children will find their way home. That won’t be possible.3. The lost children will find their way home. That won’t be possible.

It won’t be possible for the lost children to find their way home.It won’t be possible for the lost children to find their way home.

LL-Task 3-2Language Lab

Model 2:Model 2: One side of the questionnaire contained a note from the owner. The One side of the questionnaire contained a note from the owner. The note began with the words “I really want to know”.note began with the words “I really want to know”. One side of the questionnaire contained a note from the owner, One side of the questionnaire contained a note from the owner, beginningbeginning with the words “I really want to know”. with the words “I really want to know”.

1.1. It rained for two weeks continuously. That completely ruined our holiday. It rained for two weeks continuously, completely ruining our holiday.2. They came into the office. They were singing and laughing. They came into the office, singing and laughing.3. The secretary worked late into the night. She was preparing a long speech for the manager. The secretary worked late into the night, preparing a long speech for the manager.

LL-Task 4-1Language Lab

Task 4Task 4 Choose the best answers to complete the following passage.

Who was it that said—“The customer is always right”? Maybe the Who was it that said—“The customer is always right”? Maybe the customer isn’t always right, but if you want to keep them, make sure customer isn’t always right, but if you want to keep them, make sure they like you. Run your eyes down the following list and see how many they like you. Run your eyes down the following list and see how many you can tick off:you can tick off: * We always have a * We always have a 1 1 smile for every customer. smile for every customer. * We are warm and * We are warm and 2 2 to all customers. to all customers. * We listen carefully and make it obvious that we’re * We listen carefully and make it obvious that we’re listening.listening. * We give the impression that we care and are* We give the impression that we care and are 3 3 in the in the customers.customers. * We understand problems and complaints and* We understand problems and complaints and 4 4 quickly. quickly. * We occasionally do something to pleasantly* We occasionally do something to pleasantly 5 5 the the customers.customers. * We always keep our * We always keep our 6 6 .. * We give the impression that we’re fun to * We give the impression that we’re fun to 7 7 ..

LL-Task 4-2Language Lab

* We treat the customers the way they want * We treat the customers the way they want 8 8 , not the way , not the way we want them to be treated.we want them to be treated. How well did you do? If you’ve got a lot of ticks, then you probably How well did you do? If you’ve got a lot of ticks, then you probably have lots of customers who like you. Run your eyes down that list again have lots of customers who like you. Run your eyes down that list again and and 9 9 the word “customers” with the words “employees” or “staff the word “customers” with the words “employees” or “staff colleagues”. How many ticks did you get this time? Lots of ticks mean your colleagues”. How many ticks did you get this time? Lots of ticks mean your staff like you and it probably follows that your customers do staff like you and it probably follows that your customers do 10 10 ..

( ) 1. A. same B. different( ) 1. A. same B. different C. real C. real D. false D. false( ) 2. A. excited B. friendly C. eager D. nervous( ) 2. A. excited B. friendly C. eager D. nervous( ) 3. A. engaged B. involved C. busy ( ) 3. A. engaged B. involved C. busy D. interestedD. interested( ) 4. A. forget B. reply ( ) 4. A. forget B. reply C. change C. change D. leaveD. leave( ) 5. A. surprise B. frighten C. cheat ( ) 5. A. surprise B. frighten C. cheat D. educateD. educate( ) 6. A. notes ( ) 6. A. notes B. promises B. promises C. goods C. goods D. moneyD. money( ) 7. A. fight back B. compare with C. quarrel with ( ) 7. A. fight back B. compare with C. quarrel with D. deal withD. deal with( ) 8. A. to treat ( ) 8. A. to treat B. treated C. to be treated D. being treatedB. treated C. to be treated D. being treated( ) 9. A. replace B. change C. take ( ) 9. A. replace B. change C. take D. use D. use( )10.A. neither ( )10.A. neither B. as well as C. either B. as well as C. either D. as wellD. as well

CC

BBDDBB

BBDD

AADD

AA

CC

LL-Task 5-1Language Lab

Task 5Task 5 Translate the following into English using the given words or phrases.

1. 1. 这个问题值得认真考虑。这个问题值得认真考虑。 (deserve)(deserve) This question deserves careful consideration.This question deserves careful consideration.

2. 2. 我认为她的体重在增加。我认为她的体重在增加。 (gain)(gain) I think she’s gaining weight.I think she’s gaining weight.

3. 3. 尽管我很不喜欢，但今晚我必须呆在家里学习。尽管我很不喜欢，但今晚我必须呆在家里学习。 (as much as)(as much as) As much as I hate to do it, I must stay home and study As much as I hate to do it, I must stay home and study

tonight.tonight.

4. 4. 他从未按时完成过一个项目。他从未按时完成过一个项目。 (complete)(complete) He has never completed a project on time.He has never completed a project on time.

LL-Task 5-2Language Lab

5. 5. 他们敦促我们给予支持。他们敦促我们给予支持。 (urge)(urge) They urged us to give our support.They urged us to give our support.

6. 6. 如果你发现这部手机有问题，可以要求退款。如果你发现这部手机有问题，可以要求退款。 (defect)(defect) You can ask for a refund if you find any defects in this mobile You can ask for a refund if you find any defects in this mobile

phone.phone.

7. 7. 经理授权我在他出差期间代表他行事。经理授权我在他出差期间代表他行事。 (authorize)(authorize) The manager authorized me to act for him while he was on The manager authorized me to act for him while he was on

business.business.

8. 8. 他自己出钱印他的书。他自己出钱印他的书。 (at one’(at one’ss expense)expense) He had his book printed at his own expense.He had his book printed at his own expense.

Thank you!

新职业英语新职业英语

Thank You!