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1、1,Focus2 content,Dialogue: a customer satisfaction survey,Pair work: Negotiating with a hotel assistant,Text: 20-year limited warranty,Working with words,Research project,Listening-based writing,Highlights,Table of Contents,Part 2 Language in Use,上海交通大学出版社,2,focus2highlights,Highlights R&L: Dialogue
2、: a customer satisfaction survey S: Negotiating with a hotel assistant Language for negotiating with a hotel assistant R: 20-year limited warranty Research project: Making a mission statement for a restaurant L&W: Summarizing and commenting on Wal-Marts new policies Language about business decisions
3、 and possible reactions,Part 2 Language in Use,上海交通大学出版社,3,A: First of all, thank you for (1) _. C: Its my pleasure. So, how can I help you further? A: Well, youve made a few interesting comments that Id like to ask you about, if thats all right. C: Sure, go ahead. A: You said that the (2) _ was “sh
4、oddy”. What went wrong exactly? C: Well, the guy who served me didnt really seem to know what he was doing. A: Do you mean he was rude? C: No, not rude; he just didnt know where to find things in the store or how to (3) _, things like that.,focus2dialogue,上海交通大学出版社,Listen to a dialogue between a cus
5、tomer service agent (A) and a customer (C). Fill in the blanks and read the dialogue aloud.,1. Dialogue: a customer satisfaction survey,customer service you received,filling in our questionnaire,operate the till,4,A: I see. But you were happy with what you bought. C: Yes. I bought a pair of trainers
6、; theyre absolutely fine. A: Good. And you thought they were (4) _? C: Yes. They werent cheap, but theyre nice trainers so I didnt mind (5) _. A: You also mentioned that the worst thing about shopping at HaiSports was (6) _. C: Thats right. Im a wheelchair user, you see, and there were no (7) _ to t
7、he store. A: Were really sorry about that. The good news is that were (8) _at the store this week. C: Oh, right. Well, its nice to know there is going to be a change, I must say! A: Well also be sending you a HaiSports voucher for helping us with our survey.,focus2dialogue,上海交通大学出版社,reasonably price
8、d,paying a bit extra,disabled access,ramps to the entrance,having ramps fitted,1. Dialogue: a customer satisfaction survey,5,focus2 dialogue,1. First of all, thank you for filling in our questionnaire. 首先，感谢您填写我们的调查问卷。 fill in: 1) 填写 e.g. Please fill in the form enclosed herewith. 2) 补充（信息） e.g. Ive
9、 written the skeleton of my report, but I have to fill in the details. 2. You said that the customer service you received was “shoddy”. 您说，您得到的客户服务很“低劣”。 shoddy: a. 1) 劣质的，粗制滥造的 e.g. That salesman really took us for a ridethese goods are very shoddy. 2) 奸诈的，卑鄙的 e.g. shoddy business practices/a shodd
10、y trick,上海交通大学出版社,Notes to the dialogue,1. Dialogue: a customer satisfaction survey,6,focus2 dialogue,3. And you thought they were reasonably priced? 您觉得价格还算合理吧？ reasonably: ad. 1) 公平合理地；适度地 e.g. act reasonably 2) 尚可，过得去 e.g. She writes reasonably good childrens books. Note that price is used here a
11、s a verb meaning “to fix or establish a price for (定价)”. e.g. These goods are priced too high. 4. Im a wheelchair user. 我靠轮椅活动 Apart from the wheelchair, there are many other devices or apparatuses for disabled people: artificial limb 假肢/walking stick 拐杖/mobility aid 助行器/hearing aid 助听器/typoscope 助视
12、器/massager 按摩器,上海交通大学出版社,1. Dialogue: a customer satisfaction survey,7,focus2 dialogue,5. Well also be sending you a HaiSports voucher for helping us with our survey. 我们还将寄给您一张HaiSports的优惠券，以示对您帮助我们完成此次市场调查任务的感谢。 voucher: C 代金券；票券 e.g. luncheon voucher Pay attention to the differences among these wo
13、rds or phrases: coupon 优惠券 lottery/lottery ticket 彩票 savings bond 储蓄公债,上海交通大学出版社,1. Dialogue: a customer satisfaction survey,8,Focus2 pairwork,If you needed to negotiate with a hotel assistant about your bill, what would you say? Please discuss the question with your partner and then create a dialog
14、ue concerning this question.,上海交通大学出版社,Learning,9,Focus2 pairwork,上海交通大学出版社,Reference Answer,10,1. What is the text mainly about? 2. What is covered by the warranty? 3. For how many years is the product insured?,Focus2 text,上海交通大学出版社,It is mainly about a warranty.,The product is insured for 20 years
15、.,Read the text and answer the following questions.,Any defects in materials and workmanship.,3. Text: 20-Year Limited Warranty,4. Who can make a claim?,Only the original purchasing owner can make a claim.,11,5. If the purchaser wants to make a claim under the warranty, what should he do? 6. What costs will New England Arbors not be responsible for in handling a customers claim?,Focus2 text,上海交通大学出版社,Within 30 days of discovery of claimed defect, the purchaser should report in writing with proof of purchase pictures to New England Arbors (Customer Service Dept).,New England Arbors
