ListeningandSpeaking同步训练.doc

Listening and Speaking 同步训练 1. Below in the left are listed some bad responses given by a customer service clerk. Find the polite and friendly alternative from the right column. Wrong Approach Polite and Friendly Alternative __c__ “I don’t know.” a. “Let me find the right person who can help you with …”__h__ “No.” b. “I will call you back, what is your telephone number.” __a__ “That’s not my job.” c. “I’ll find out.” __f__ “That’s not my fault.” d. “I’m sorry.” __e__ “You want it by when?” e. “I’ll try my best.” __d__ “Calm down.” f. “Let’s see what we can do about this.”__g__ “I’m busy right now.” g. “I’ll be with you in just a moment.” __b__ “Call me back.” h. “What I can do is …” 2. Read the following conversation and complete the chart. Waiter: Welcome to Antico’s. Here are your menus. Today’s special is grilled salmon. I’ll be back to take your order in a minute. . . . Waiter: Are you ready to order? Customer 1: I’d like the seafood spaghetti. Waiter: And you? Customer 2: I’ll have a hamburger and fries. Waiter: Would you like anything to drink? Customer 1: I’ll have a coke, please. Waiter: And for you? Customer 2: Just water, please. Waiter: OK. So that’s one seafood spaghetti, one hamburger and fries, one coke, and one glass of water. . . . Waiter: Here is your food. Enjoy your meal. . . . Waiter: How was everything? Customer 2: Delicious, thanks. Waiter: Would you like anything for dessert? Customer 1: No, just the bill please. (右栏是需要填入的文字) (1) Welcome. Welcome to Antico’s.(2) Give Menus. Here are your menus.(3) Tell the guests the special of the day. Today’s special is grilled salmon.(4) Give them some time to look at the menu. I’ll be back to take your order in a minute.(5) Take their orders. Are you ready to order? Would you like anything to drink? Would you like anything for dessert?(6) Confirm their orders. So that’s one seafood spaghetti, one hamburger and fries, one coke, and one glass of wa