英语听力教程四答案文稿.docx

英语听力教程四答案文稿.docx

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英语听力教程四答案文稿

UnitIShoppingandBankingOnline

PartIGettingready

Spotdictation.Fillintheblankswiththewordsyouhear.

Wehavejusttwomoredaysto"shoptillyoudrop"tillChristmas,andthattypicallymeansalotoflastminuteshopping.Andthoughbuyingwithamouseisstilltinycomparedtoshoppingwithyourfeet,onlineretailingismorepopularthanever.

Christmasshoppinginthestreetisgreatsometimes.Butwhenyou'vejustgottogetabunchofshoppingdoneandyouwanttohavesomethingtosendtoathird-partylocation,it'smuchbetteronline.

IntheU.S.,onlineshoppingispredictedtobe30%aheadoflastDecember,whilemallscanexpectlessthana6%increaseinsales.InBritain，Europe'sbiggeste-tailingmarket,onlinegift-buyingisexpectedtogrowby50%，with$8billionworthofgoodssoldthroughthenetintheNovembertoJanuaryperiod.

Listentoanewsreport.Supplythemissinginformation.

TipsforstayingsafeontheNet

Majorpoints

Details（keywords）

1.Evaluatethesite

Well-known/trustworthy/customerservice/complaintsprocedure/refundpolicy.

2.Talktomerchant/Emailandwaitforresponse

Addresses/phonenumbers/callup

3.Ensuresecureconnection

Strictsafetymeasures

4.Beextracarefulatacybercaféorotherpublicconnection

Consumerswhowanttoshoponlinearesuggestedtobearthefollowingthingsinmind:

Evaluatethesite.Alwaysbuygoodsfromwell-knownandtrustworthycompanies.Dealwithcompanieswhichoffercustomerservice,acomplaintsprocedureandhavearefundpolicy.

Talktomerchant.E-mailandwaitforresponses.Takedowntheaddressesandphonenumbersofthosecompaniesandmakesuretheyarerealbycallingthemupbeforebuyinganyproductsandservices.

Ensuresecureconnection.Sincebuyersmustsubmitpersonalinformationlikenumberandexpirydateofthecardtherearefearsoversecurity.Dealwithsitesthatapplystrictsafetymeasuresthatrequireshopperstogivespecificdataknownonlytocardholdersbeforemakingthetransaction.

Beextracarefulatacybercaféorotherpublicconnection.

PartIINetshoppingunderfire

Listentothereport.Supplythemissinginformationaboutthemainproblemsofonlineshoppingfoundbythesurvey.

Mainproblemsofonlineshopping

•Longtimewaitingfordeliveryorevennodelivery（about8%）afterordering

•Noclearinformationaboutdeliverycharges

•Adangerthatcustomers'personalinformationwouldbesoldtoathirdparty（asmanyas87%ofthesites）

•Nopolicyonreturninggoods（about47%ofthecompanies）

•Noconfirmationoftheorder（about35%ofthesites）andthedispatch（asmanyas87%ofthesites）

•Nomoneybackmorethanfourmonthsafterreturninggoods（intwocases）

Nowlistenagain.Completethesummary.Summary:

ThesurveyshowsinspiteoftheconvenienceandchoiceofferedbyNetshoppingtherearestillmanyobstaclesthatpreventconsumersfromshoppingwithcompletetrust.Oneofthebiggestproblemsistobuildconsumers'trustinbuyingonline.IttakestimefortheInternettobecomematureasaretailchannelwhenitgivessupporttotrustrelationshipswithguaranteesofpaymentandservice.

Tapescript

Thereisanurgentneedfore-commercerulestoboostconfidenceinbuyingonline.ConsumersInternational,afederationof245consumerorganizations—includingtheUK'sConsumersAssociation—saiditssurveyshowedthattherewerestillobstaclestoshoppingonlinewithcompletetrust.

Thestudy,fundedbytheEuropeanUnion,involvedbuyingmorethan150itemsfrom17countries.Eachconsumerorganizationtakingparttriedtofindonesiteinitsowncountryandoneabroadtobuyaselectionofitems.Theseincludedadictionary,adoll,jeans,ahairdryer,computersoftwareandhardware,chocolatesandchampagne.

Thekeyfindingswere:

•Eightoftheitemsorderedtookmorethanamonthtoreachtheirdestinationandatleast11（eightpercent）neverarrived.

•Manysitesdidnotgiveclearinformationaboutdeliverycharges.

•Only13%ofthesitespromisedthattheywouldnotsellcustomers'personalinformationontoathirdparty.

•Only53%ofthecompanieshadapolicyonreturninggoods.

•Only65%ofthesitesprovidedconfirmationoftheorderandonly13%toldcustomerswhentheirgoodshadbeendispatched.

•Intwocases,customersarestillwaitingfortheirmoneybackmorethanfourmonthsafterreturningtheirgoods.

LouisSylvan,vice-presidentofConsumersInternational,said,"Thisstudyshowsthat,althoughbuyingitemsovertheInternetcanbenefittheconsumerbyofferingconvenienceandchoice,therearestillmanyobstaclesthatneedtobeovercomebeforeconsumerscanshopincyberspacewithcompletetrust."

ChrisPhilips,MarketingManagerataLondonbasede-commercesecuritycompany,commented,"Thisstudyconfirmsthedifficultiesofestablishingconsumers'trustintheInternetasashoppingexperience.WithstatisticsliketheseandVisaclaiming47%ofdisputesandfraudcaseswereInternet-related,itislittlewonderthatInternetcommerceisnotproducingtheprofitspredictedtwoorthreeyearsago.Trusttakestimetobuild,andtheInternetwillnotmatureasaretailchanneluntiltrustedbrands,likethebanksforexample,starttoofferwaysofsupportingtrustrelationshipswithguaranteesofpaymentandservice."

InSeptember,theOrganizationforEconomicCo-operationandDevelopmentwillholdameetingtodiscussasetofinternationalguidelinesforelectroniccommerce.

PartIIIBankingathome

A.Listentoadescriptionoftoday'sbankingservices.Completetheoutline.

Outline

I.Someproblemsofthewalk-inbank

A.standinginlonglines

B.runningoutofchecks

C.limitedopeninghours

II.Onlinebankingservices

A.viewingaccounts

B.movingmoneybetweenaccounts

C.applyingforaloan

D.gettingcurrentinformationonproducts

E.payingbillselectronically

F.e-mailingquestionstothebank

III.Reasonsforcreatingonlineservices

A.competingforcustomers

B.takingadvantageofmoderntechnology

IV.Inappropriatenessofonlinebankingforsomepeople

A.havingnocomputersathome

B.preferringtohandleaccountsthetraditionalway

Nowtrythis:

listentoamoreauthenticversionofthematerial.Thenanswerthequestions.

Questions:

1.Whatis"interactivebanking"?

ItisbankingthroughtheInternet.

2.Whycan"onlinebanking"competeforcustomers?

"Onlinebanking"offersconveniencewhichappealstothekindofcustomerbankswanttokeep.

3.Whatkindofcustomersdobankswanttokeep?

Banksmostwanttokeeppeoplewhoareyoung,well-educated,andhavegoodincomes.

Manypeopledislikewalkingtothebank,standinginlonglines,andrunningoutofchecks.Theyaredissatisfiedwiththeirbank'slimitedhours,too.Theywanttodosomebankingatnight,andonweekends.Forsuchpeople,theirproblemsmaysoonbeover.Beforelong,theymaybeabletodotheirbankingfromthecomfortoftheirownhome,anyhouroftheday,anydayoftheweek.

Manybanksarepreparing"onlinebranches,"orInternetoffices,whichmeansthatpeoplewillbeabletotakecareofmuchoftheirbankingbusinessthroughtheirhomecomputers.Thisprocessiscalledinteractivebanking.Attheseonlinebranches,customerswillbeabletoviewalltheiraccounts,movemoneybetweentheiraccounts,applyforaloan,andgetcurrentinformationonproductssuchascreditcards.Customerswillalsobeabletopaytheirbillselectronically,andevene-mailquestionstothebank.

Banksarecreatingonlineservicesforseveralreasons.Onereasonisthatbanksmustcompeteforcustomers,whowillswitchtoanotherbankiftheyaredissatisfiedwiththeservicetheyreceive.Theconvenienceofonlinebankingappealstothekindofcustomerbanksmostwanttokeep—peoplewhoareyoung,well-educated,andhavegoodincomes.Banksalsowanttotakeadvantageofmoderntechnologyastheymoveintothetwenty-firstcentury.

Onlinebankingmaynotbeappropriateforeveryone.Forinstance,manypeopledonothavecomputersathome.Otherpeopleprefertogotothebankandhandletheiraccountsthetraditionalway.Eventhoughonlinebankingmaynevercompletelyreplaceawalk-inbank,itisaservicethatmanycustomersaregoingtowanttouse.

PartIVMoreaboutthetopic:

SecretofGoodCustomerService

Beforelistening,readandthinkaboutthefollowingquestions.

Whenyou'reshoppinginastore,howwouldyouliketobetreatedbythesalesassistant?

Whatisgoodcustomerservice?

NowlistentoaninterviewdiscussingEnglishandAmericangoodcustomerservices.Comparetheservicesandsupplythemissinginformation.

InBritaintheyaskyou,"Areyoubeingserved?

"WhilstinAmericatheytellyouto"Haveaniceday."Butwhatisthesecretofgoodcustomerservice?

FromHarrodsinLondonandSaksNewYork,we'regoingtofindoutthedosanddon'tsofsellingprotocol.

EnglishGoodCustomerService

PeterWillasey（Corporate&MediaPressManager,Harrods）:

ThereasonthatHarrodshasbeensosuccessfuloverahundredandfiftyyearsistwofold.Firstofallthey'veofferedtheircustomerstheproductstheywanttobuyinapleasantenvironment.Butsecondlyandmoreimportantly,thelevelofcustomerservicethatthey'vegiventheircustomers,beforesale,duringsaleandaftersale,hasbeensecondtonone.Ithinkit'sfairtosaythatifyoucomparetheBritishwithourcousinselsewhereintheworldthatweareactuallyquiteareservedlot.Toacertainextenttherearealotofshrinkingvioletsinthiscountrywhowouldratherjustdotheirownthing.They'dratherwanderaroundandbrowseandiftheydoneedanyhelpeventually,askforit.SoIthinkthewaythatweapproachourownU.K