新职业英语视听说教程2Unit6课件.ppt

Unit Quality Speaking 2 4. Work in pairs. Suppose you are the owner of an online shop. A regular customer bought a pair of sports shoes from you, but received a pair which was not the size he/she ordered. Now you are calling him/her to resolve the problem. Role-play the conversation according to the following steps. Greet. Apologize for the inconvenience caused by the problem. Thank him/her for choosing your products, offer to replace shoes and give a 10% discount on the next purchase. Offer him/her a VIP card. Shop Owner Customer Unit Quality Further Listening Script 1. What did the?brochure state?? 2. After the tour guide drove them to the?waterfront?area, what did the guide do? 3. What am “I” asking for? The?brochure state that we would see?some of the most interesting?sights?of the city. He said that they could?explore the area?on their own. And he had to leave for a short time to?arrange for their lunch. “I” am asking for a?complete refund of the price?of the tour. Unit Quality Further Watching Script 1. Why does the customer feel disappointed? 2. What is the customer complaining? 3. What did the hotel do to apologize? Her bed is messy and the air-conditioner is out of work. She didnt see the quality of the hotel. They will upgrade her to luxury suite without any other costs. Fun Time!! Script Unit Quality Listening 1/TASK 1 A Customer’s Complaint (At the Guru Supermarket, Helen Smith comes to the Customer Service desk.) Susan: Good morning. How can I help you? Helen: Good morning. I have a complaint. Susan: I’m sorry. Please tell me about it. Helen: I bought two 500 ml bottles of shampoo together with some other goods from your supermarket yesterday. When I got home, I found the bottles were not the same weight because one bottle contained less than 500 ml of shampoo. Susan: Really? How odd. Had the cap been tampered with, do you think? Helen: No, the cap was on