新航标职业英语综合英语预备级学生用书Unit5.docx
《新航标职业英语综合英语预备级学生用书Unit5.docx》由会员分享，可在线阅读，更多相关《新航标职业英语综合英语预备级学生用书Unit5.docx（19页珍藏版）》请在冰豆网上搜索。
新航标职业英语综合英语预备级学生用书Unit5
Unit5SalesandCustomerService
Background
1.Customer
Customeristheprovisionoftocustomersbefore,duringandafterapurchase.Theimportanceofcustomermayvarybyproductor,industryandcustomer.Thefollowingaretwocommonformsofcustomer:
Customersupport.Itistoassistcustomersinmakingcosteffectiveandcorrectuseofaproduct,includingassistanceinplanning,installation,training,troubleshooting,maintenanceanddisposalofaproduct.
Automatedcustomer.Customermaybeprovidedbyapersonsuchassalesandrepresentatives,orbyautomatedmeans,suchasInternetsites.Anadvantagewithautomatedmeansisanincreasedabilitytoprovide24-hoursaday.
2.Garagesale
Garagesaleisaninformal,irregularlyscheduledeventforthesaleofusedgoodsbyprivateindividuals,inwhichsellersarenotrequiredtoobtainbusinesslicensesorcollectsalestax.Popularmotivationsforagaragesaleare“springcleaning”,moving,orearnextramoney.
Staples（主要产品）ofgaragesalesincludeoldclothing,books,toys,householdknickknacks（小摆设，小玩意儿）,lawnandgardentools,sportsequipment,andboardgames.Largeritemslikefurnitureandoccasionallyhomeappliancesarealsosold.
Suggestedteachingplan
Items
Objectives
SuggestedTime
GettingReady
TolearnhowtodescribegraphsinEnglish.
10min.
TextA
Togetageneralideaaboutbeingarealtorandhowharditistostartacareer
Tomastertheimportantexpressionsandstructuresinthetextandbeabletoapplytheminpractice
80min.
LanguageFocus
TohaveagoodcommandofthecorevocabularyandstructuresinTextA
Tolearntousequantifiers
45min.
TextB
Tohaveanoverviewofwhythecustomersisalwaysright
45min.
VocationalFocus
Tolearntodealwithcomplaintsfromcustomers
90min.
SkillFocus
—ListeningandSpeaking
TolearnthedifferencesbetweensomesimilarsoundsinEnglish
Topracticeyourspeakingskills
45min.
SkillFocus
—PracticalWriting
Toconsolidatetheuseofquantifiers
40min.
PracticalLearning
Togetfamiliarwitheffectivemarketingstrategies
5min.
GettingReady
1.HavethestudentslookattheVocationalNoteandgetfamiliarwiththeexpressionstodescribegraphs.（2min.）
2.Havethestudentsmatchthegraphswiththeexpressionsontheirown.（3min.）
3.Checktheiranswersandexplainthedifficultpointsifnecessary.（5min.）
KeytoGettingReady
1.—（b）2.—（c）3.—（f）4.—（h）5.—（d）6.—（g）7.—（a）8.—（e）9.—（i）10.—（j）
TextA
1.Havethestudentsfirstlistentotherecordingofthenewwordsandexpressions,andthenhavethemreadthemaloudandgetfamiliarwiththeirmeanings.（10min.）
2.Havethestudentslistentotherecordingofthetext,andreadthetextmorecarefullyanddotheexercisein“Understandingyourreading”.（25min.）
3.Havethestudentschecktheiranswerswitheachotherandthenasksomestudentstogivetheirfinalanswer.（10min.）
4.Ensurethestudentshaveadeepunderstandingofthetextbyexplainingthelanguagepoints.Iftimepermits,havethestudentspracticeusingthembycomposingnewsentences.（25min.）
5.Afteranin-depthreadingofthetext,havethestudentsthinkaboutwhattheyhavelearnedfromthetext.（10min.）
KeytoTextAExercise
1.F2.F3.F4.F5.T
LanguagePoints
Paragraph1
figureout…解决……，找出……；弄清楚，弄明白
Ican’tfigureouthowtodothis.我弄不懂怎样做这件事。
Ican’tfigureouthowmuchmoneyIowehim.我算不出欠他多少钱。
Wecan’tfigureherout.我们摸不透她。
Paragraph2
passaway去世；消失，消逝
Hismotherpassedawaylastyear.他母亲去年去世了。
Wewereshockedtolearnofhispassingaway.我们惊悉他不幸逝世。
Allthetroublewillpassaway.这一切困难都将结束。
Paragraph3
belongto…属于……；是……的成员（不用于被动语态和进行时态）
Whodoesthiswatchbelongto?
这块手表是谁的？
Haveyoueverbelongedtoanyprofessionalassociations?
你加入过什么专业学会吗？
Paragraph4
1.cancelv.取消，撤销
Allflightshavebeencancelledbecauseofbadweather.因天气恶劣，所有航班均被取消。
Isittoolatetocancelmyorder?
我现在取消订单是不是太晚了？
2.dreadfula.可怕的，使人痛苦的；讨厌的，令人不快的
Iwitnessedadreadfulaccident.我目睹了一起可怕的事故。
Whatdreadfulweather!
多么讨厌的天气！
3.dealwith…处理……，解决……，与……打交道；涉及
Hisjobistodealwithcomplaints.他的工作是处理投诉。
Heisgoodatdealingwithpressure.他善于应付压力。
Herpoemsoftendealwiththesubjectofdeath.她的诗经常涉及死亡这一主题。
4.dreadn.恐惧，令人惧怕的事物
Theprospectofgrowingoldfillsmewithdread.想到人会一天天老下去便使我充满恐惧。
Mygreatestdreadisthatmyparentswillfindout.我最担心的就是父母会察觉出来。
Paragraph5
1.dueto…由于……，因为……
Theteam’ssuccesswaslargelyduetoherefforts.这个队的成功在很大程度上是她努力的结果。
Mostoftheproblemswereduetohumanerror.多数问题都是人为错误造成的。
【拓展】duea.预定，预期；到期
TomisduetostartschoolinSeptember.汤姆九月份就要开始上学了。
Thenexttrainisdueinfiveminutes.下一班火车预计在五分钟后到达。
Thepaymentisdueon1October.付款期限为10月1日。
2.stumblev.蹒跚，踌躇；绊脚
Wewerestumblingaroundinthedarklookingforacandle. 黑暗中，我们东跌西撞地找蜡烛。
Thechildstumbledandfell.孩子绊了一下，摔倒了。
3.torturen.&v.折磨，（使）痛苦；拷问
Theinterviewwassheertorturefromstarttofinish.这次面试从头至尾使人备受煎熬。
Hisconfessionwasmadeundertorture.他被屈打成招。
Hespenthislifetorturedbythememoriesofhischildhood.童年的记忆使他痛苦了一辈子。
Manyoftherebelswerecapturedandtorturedbysecretpolice.反叛者中许多人被捕并遭受到秘密警察的酷刑。
Paragraph6
bewornout疲惫不堪；破旧不堪
Theshoesarewornout.这双鞋破得不能再穿了。
Afterthegame,hewaswornout.比赛后他筋疲力尽。
【拓展】wearsth.out穿破，磨损
Heworeouttwopairsofshoeslastyear.去年他穿坏了两双鞋。
wearsb.out使疲乏，使筋疲力尽
Thekidshavetotallywornmeout.孩子们简直把我烦透了。
Youwillwearyourselfoutifyoucarryonworkingsohard.你要是继续这样拼命工作，身体会吃不消的。
Paragraph8
1.payoff…付清……，偿清……
Wepaidoffourmortgageafter15years.我们历经15年的时间还清了抵押贷款。
IneedtopayoffallmydebtsbeforeIgoabroad.我得在出国之前偿清所有债务。
2.payback偿还，还钱
Iwillpayyoubacknextweek.我下周把钱还给你。
Youcanpaybacktheloanoveraperiodofthreeyears.你可以在三年分期还贷款。
LanguageFocus
AFocusthestudents’attentiononthethreegroupsofwordsbydiscussingthedifferencesamongthethreeorfourwordsineachgroup.Havesomestudentsreadeachgroupofsentencesaloudandmakesuretheyunderstandtheirmeanings.（5min.）
BHavethestudentsfinishExerciseBinpairs.OnestudentsreadsawordinColumnAaloudwhiletheotherchoosestheproperwordorexpressionthatagreeswithitfromColumnB.（3min.）
CHavethestudentslookthroughthegivenvocabulary,andhavethemcompletethesentencesindividuallyandchecktheiranswersinpairs.Thenhavesomeofthestudentsreadthesentencealoudonebyone.（5min.）
Da.Havethestudentslookbackatthestructures“so…that…”and“orelse”inTextA.Elicitsomeideasabouttheusageandmeaningofthestructures.
b.Havethestudentscomposesentenceswiththegivenwords.Thenhavethemtaketurnstoreadthesentences,makingcorrectionsifnecessary.
（7min.）
EHavethestudentsworkindividuallyorinpairs.ChecktheirE-Ctranslationorally.（5min.）
KeytoLanguageFocus
A
1.a.excitingb.excitedc.excitementd.excite
2.a.interestsb.interestingc.interested
3.a.surprisingb.surprisedc.surprise
B
1.b2.e3.c4.a5.d
C
1.fellthrough2.Payoff3.rewarding4.thinkbig
5.atonce6.waswornout7.overheard8.transactions
D
1.a.Theproductionprogramwassoorganizedthatweallagreedwithit.
b.Mrs.Stevenswassoangrythatshewantedtocancelherlisting.
2.a.Hurryup,orelseyou’llbelatefortheflight.
b.Theywon’tbecomingback,orelsetheywouldhavecalled.
E
1.他们退休在家，喜欢逛车库甩卖会。
2.欧文斯先生没有想到他会是我的第一位客户。
3.那次可怕的经历让我领教了与不同的客户打交道有多难。
4.随着时间的流逝，我早先对于房地产的兴奋变成了恐惧。
5.如果遇到困难我就放弃了的话，我就不可能一次性还清我所有的助学贷款。
Grammar
Quantifiers
Discussthebasicconceptandusageofquantifiers.（10min.）
Exercise
1.Havethestudentsfillinthegapsontheirown.（4min.）
2.Checktheiranswersandasksomestudentstoreadthedialoguealoud.（6min.）
KeytoGrammarExercise
1.several2.many3.lotsof4.toomany5.all
6.solittle7.any8.plenty9.lotsof
10.afew11.alittlebit12.some13.enough14.liters15.lotsof16.lotsandlots17.any18.alittle19.lotsof20.afew
TextB
1.Havethestudentsgothroughthenewwordsandexpressionsfollowingthetext.Thenlistentotherecordingofthenewwordsandexpressions.（15min.）
2.Havethestudentslistentotherecordingofthetext,andthenhavethemreadthetextanddiscusswhattheyfinddifficulttounderstand.（25min.）
3.Havethestudentsthinkabouttheimportanceofcustomersinreality.（5min.）
VocationalFocus
CustomerService
Havethestudentslearntodealwithcustomercomplaints.（90min.）
InformationforReference
Goodcustomer
Goodcustomeristhelifebloodofanybusiness.Tohavegoodcustomer,thefollowingrulesshouldbefollowed:
1.Getcallforwardingorananswering.Hirestaffifyouneedto.Makesurethatsomeoneispickingupthephonewhensomeonecallsyourbusiness.
2.Keepyourpromises.Reliabilityisoneofthekeystoanygoodrelationship,andgoodcustomerisnoexception.Ifyousay,”YournewfurniturewillbedeliveredonTuesday”,makesureitisdeliveredonTuesday.Otherwise,don’tsayit.
3.Letyourcustomertalkandshowhimthatyouarelisteningbymakingappropriateresponses.Fromacustomer’sview,itisveryexasperatingtellingsomeonewhatyouwantorwhatyourproblemisandthendiscoveringthatthatpersonhasn’tbeenpayingattention.
4.Complaintscanbecomeopportunitiesifproperlydealtwith.Ifyougivethecomplaintyourattention,youmaybeabletopleasethisonepersonthistimeandpositionyourbusinesstoreapthebenefitsofgoodcustomer.
5.Behelpful,evenifthereisnoimmediateprofitinit.
6.Trainyourstaff.Trainyourstafftobealwayshelpful,courteous
升级会员 