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Teacher’s Book for Unit 4
Unit 4 Reply to technical enquiries
Starting up
About the unit
In business, after-sales service is an important part of the services enterprises offer. Providing good after-sales service helps to strengthen the brand image and develop brand loyalty. We need to know how to approach a customer who has technical enquiries and basic communication soft skills are also necessary. This unit presents ways of understanding customers’ problems and of replying carefully and helpfully to their technical enquiries.
Teaching objectives
When teaching this unit, the T should enable Ss to
note down specific information about technical enquiries, including customer information and technical details (Set the task & Prepare for the task);
list two to three key points they need to consider when replying to technical enquiries (Develop the strategies);
reply to customers’ technical enquiries (Fulfil the task & To extend).
Teaching suggestions
The T can present this unit in different ways. A product-oriented approach is suggested. With this approach, the T can guide Ss through the output task by showing them how to collect relevant information and how to use appropriate communication skills.
Motivating
Ask Ss to think about how to reply to a customer’s technical enquiries appropriately.
Enabling
Scenario
Introduce “Scenario” and help Ss to get background information about the task, e.g. people’s identities, relationship among characters, etc.
Ask Ss to discuss in pairs what preparations need to be made before replying to customers’ enquiries.
Explain the language tip.
Set the task
Ask Ss to listen to the conversation and ask them what the task is for Nick.
Listen again and get Ss to finish the tasks in “Understand the text”.
Explain the vocabulary.
Check Ss’ answers to the tasks in “Language in focus”.
Prepare for the task
By “Reading” & “Listening”, ask Ss to note downs some solutions to common technical problems.
Enable Ss to develop their skills in identifying
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