listen-this-way-4答案.docVIP

Unit 1 Shopping and Banking Online Part 1 Getting ready B: drop shopping mouse feet retailing street get done third-party online 30% mails Britain gift-buying 50% net period C: Major points Details 1. the site 2. merchant 3. Addresses/phone number/call up 4. Strict safety measures Part 2 Net shopping under fire A. delivery delivery delivery charges personal information 87% returning goods 47% order 35% dispatch 87% money back two B． Summary: convenience choice obstacles complete trust build consumers’ trust mature payment service Part 3 Banking at home A: Outline 1. C: limited opening hours 2. Online banking services D: getting current information on products F: e-mailing questions to the bank 3.??????????? A: competing for customers 4.??????????? A: having no computer at home B: 1. It is banking through the Internet. 2. “Online banking” offers convenience which appeals to the kind of customer banks want to keep. 3. Banks most want to keep people who are young, well-educated, and have good incomes. Part 4 More about the topic B: English Good Customer Service American Good Customer Service 1. in a pleasant environment 1. human side 2. second to none a. family/…/occasions in life 3. different customers b. a partnership Example: take a look at everything alternatives 3. repeat business sales come to sales assistants 4. first contact with the customer Part 5. Do you know …? 1. c 2. b 3. c 4. c 5. c 6. b Unit 2 Hotel or BB? Part 1 Getting ready B: This year An average year 35% 60% 45% 20% 60% 80% 30% 15% 50% 70% 30% 20% C: hotels prices Other related information ￡30/single; ￡60/double Children under 12 ￡29/full board ￡28/double+bath excluded 1. hot food: fried egg 2. coffee tea jam cooked 3. dinner, bed and breakfast 4. the room plus all meals 5. Value Added Tax Part 2 A touch of home