盛大的开业典礼(精品·公开课件).ppt

Unit 10 Complaint and Claim In this unit, you will: A. Review complaints and claims. B. Learn and understand conversations about complaints and claims. C. Learn how to express complaints and make claims. WARM-UP LISTENING Section A Directions: You will hear 5 sentences. Listen to each sentence, and then decide what the best response should be. 1. a. The delivery van is on its way. c. Be patient please, it’s not too late. b. We promised an early delivery. d. Don’t worry! We’ll be here on time. 2. a. We will begin repairs at once. c. Take it easy. b. Did you take them to the hospital? d. I’m afraid I can’t help you. 3. a. That’s not a problem. c. It’s not really my fault. b. It doesn’t matter. d. I’m sorry! What is your order? 4. a. We don’t offer such a service. c. Please fill out the claim form. b. Oh, forget it. d. Please pay the insurance. 5. a. I don’t think so. c. Why don’t you try it? b. Why not? d. That’s the beauty salon’s order! WARM-UP LISTENING 1. You promised delivery by six o’clock, and it’s already seven-thirty. a. The delivery van is on its way. c. Be patient please, it’s not too late. b. We promised an early delivery. d. Don’t worry! We’ll be here on time. 2. You delivered the sofa, but your delivery men broke the legs on the way up the stairs. a. We will begin repairs at once. c. Take it easy. b. Did you take them to the hospital? d. I’m afraid I can’t help you. 3. You sent the wrong invoice with the wrong product. a. That’s not a problem. c. It’s not really my fault. b. It doesn’t matter. d. I’m sorry! What is your order? 4. I want to file a claim on the insurance for that missing package. a. We don’t offer such a service. c. Please fill out the claim form. b. Oh, forget it. d. Please pay the insurance. 5. Believe me, there’s no way a hospital would order a thousand bottles