英语听力教程4答案及原文.docx

英语听力教程4答案及原文.docx

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英语听力教程英语听力教程4答案及原文答案及原文Unit1ShoppingandBankingOlinePartIGettingreadyB.Keys:

1:

drop2:

shopping3:

mouse4:

feet5:

retailing6:

street7:

get8:

down9:

third-party10:

online11:

30%12:

malls13:

Britain14:

gift-buying15:

50%16:

net17:

peroidC.Keys:

1:

thesite2:

merchant,addresses/phonenumbers/callup3:

strictsafetymeasuresPartIINetshoppingunderfireA.Keys:

1:

delivery,delivery2:

deliverycharges3:

personalinformation,87%4:

returninggoods,47%5:

order,35%,dispatch,87%6:

moneyback,twoB.Keys:

1:

convenience2:

choice3:

obstacles4:

completetrust5:

buildconsummerstrust6:

mature7:

payment8:

servicePartIIIBankingathomeA.Keys:

1:

limitedopeninghours2:

Onlinebankingservices3:

gettingcurrentinformationonproducts4:

e-mailingquestionstothebank5:

competingforcustomers6:

havingnocomputersathomeB.Keys:

1:

ItisbankingthroughtheInternet.2:

Onlinebankingoffersconveniencewhichappealstothekindofcustomerbankswanttokeep.3:

Banksmostwanttokeeppeoplewhoareyoung,well-educated,andhavegoodincomes.PartIVMoreaboutthetopic:

SecretofGoodCustomerServiceB.Keys:

EnglishGoodCustomerService（Harrods）1:

inapleasantenvironment2:

Secondtonone3:

differentcustomers,takealookateverything,alternatives,cometosalesassistants4:

firstcontactwiththecustomerAmericanGoodCustomerService（Saks）1:

humanside,family,occasionsinlife,apartnership2:

repeatbusiness,salesPartVDoyouknowKeys:

1:

c2:

a、b、c3:

a、b、c4:

c5:

c6:

bTapescriptPartIGettingreadyC.Consumerswhowanttoshoponlinearesuggestedtobearthefollowingthingsinmind:

Evaluatethesite.Alwaysbuygoodsfromwell-knownandtrustworthycompanies.Dealwithcompanieswhichoffercustomerservice,acomplaintsprocedureandhavearefundtomerchant.E-mailandwaitforreponses.Takedowntheaddressesandphonenumbersofthosecompaniesandmakesuretheyarerealbycallingthemupbeforebuyinganyproductsandsecureconnection.Sincebuyersmustsubmitpersonalinformationlikenumberandexpirydateofthecardtherearefearsoversecurity.Dealwithsitesthatapplystrictsafetymeasuresthatrequireshopperstogivespecificdataknownonlytocardholdersbeforemakingtheextracarefulatacybercafeorotherpublicconnection.PartIINetshoppingunderfireThereisanurgentneedfore-commercerulestoboostconfidenceinbuyingonline.ConsumersInternational,afederationof245consumerorganizationsincludingtheUKsConsumersAssociationsaiditssurveyshowedthattherewerestillobataclestoshoppingonlinewithcompletetrust.Thestudy,fundedbytheEuropeanUnion,involvedbuyingmorethan150itemsfrom17countries.Eachconsumerorganizationtakingparttriedtofindonesiteinitsowncountryandoneabroadtobuyaselectionofitems.Theseincludedadictionary,adoll,jeans,ahairdryer,computersoftwareandhardware,chocolatesandchampagne.Thekeyfindingswere:

Eightoftheitemsorderedtookmorethanamonthtoreachtheirdestinationandatleast11（eightpercent）neverarrived.Manysitesdidnotgiveclearinformationaboutdeliverycharges.Only13%ofthesitespromisedthattheywouldnotsellcustomerspersonalinformationontoathirdparty.Only53%ofthecompanieshadapolicyonreturninggoods.Only65%ofthesitesprovidedconfirmationoftheorderandonly13%toldcustomerswhentheirgoodshadbeendispatched.Intwocases,customersarestillwaitingfortheirmoneybackmorethanfourmonthsafterreturningtheirgoods.LouisSylvan,vice-presidentofConsumersInternational,said,Thisstudyshowsthat,althoughbuyingitemsovertheInternetcanbenefittheconsumerbyofferingconvenienceandchoice,therearestillmanyobstaclesthatneedtobeovercomebeforeconsumerscanshopincyberspacewithcompletetrust.ChrisPhilips,MarketingManagerataLondonbasede-commercesecuritycompanycommented,ThisstudyconfirmsthedifficultiesofestablishingconsumerstrustintheInternetasashoppingexperience.WithstatisticsliketheseandVisaclaiming47%ofdisputesandfraudcaseswereInternet-related,itislittlewonderthatInternetcommerceisnotproducingtheprofitspredictedtwoorthreeyearsago.Trusttakestimetobuild,andtheInternetwillnotmatureasaretailchanneluntiltrustedbrands,likethebanksforexample,starttoofferwaysofsupportingtrustrelationshipswithguaranteespaymentandservice.InSeptember,theOrganizationforEconomicCooperationandDevelopmentwillholdameetingtodiscussasetofinternationalguidelinesforelectroniccommerce.PartIIIBankingathomeManypeopledislikewalkingtothebank,standinginlonglines,andrunningoutofchecks.Theyaredissatisfiedwiththeirbankslimitedhours,too.Theywanttodosomebankingatnight,andonweekends.Forsuchpeople,theirproblemsmaysoonbeover.Beforelong,theymaybeabletodotheirbankingfromthecomfortoftheirownhome,anyhouroftheday,anydayoftheweek.Manybanksarepreparingonlinebranches,orInternetoffices,whichmeansthatpeoplewillbeabletotakecareofmuchoftheirbankingbusinessthroughtheirhomecomputers.Thisprocessiscalledinteractivebanking.Attheseonlinebranches,customerswillbeabletoviewalltheiraccounts,movemoneybetweentheiraccounts,applyforaloan,andgetcurrentinformationonproductssuchascreditcards.Customerswillalsobeabletopaytheirbillselectronically,andevene-mailquestionstothebank.Banksarecreatingonlineservicesforseveralreasons.Onereasonisthatbanksmustcompeteforcustomers,whowillswitchtoanotherbankiftheyaredissatisfiedwiththeservicetheyreceive.Theconvenienceofonlinebankingappealstothekindofcustomerbanksmostwanttokeeppeoplewhoareyoung,well-educated,andhavegoodincomes.Banksalsowanttotakeadvantageofmoderntechnologyastheymoveintothetwenty-firstcentury.Onlinebankingmaynotbeappropriateforeveryone.Forinstance,manypeopledonothavecomputersathome.Otherpeopleprefertogotothebankandhandletheiraccountsthetraditionalway.Eventhoughonlinebankingmaynevercompletelyreplaceawalk-inbank,itisaservicethatmanycustomersaregoingtowanttouse.PartIVMoreaboutthetopic:

SecretofGoodCustomerServiceInBritaintheyaskyou,AreyoubeingservedWhilstinAmericatheytellyoutoHaveaniceday.ButwhatisthesecretofgoodcustomerserviceFromHarrodsinLondonandSaksNewYork,weregoingtofindoutthedosanddontsofsellingprotocol.ThereasonthatHarrodshasbeensosuccessfuloverahundredandfiftyyearsistwofold.Firstofalltheyveofferedtheircustomerstheproductstheywanttobuyinapleasantenvironment.Butsecondlyandmoreimportantly,thelevelofcustomerservicethattheyvegiventheircustomers,beforesale,duringsaleandaftersale,hasbeensecondtonone.IthinkitsfairtosaythatifyoucomparetheBritishwithourcousinselsewhereintheworldthatweareactuallyquiteareservedlot.Toacertainextenttherearealotofshrinkingvioletsinthiscountrywhowouldratherjustdotheirownthing.Theydratherwanderaroundandbrowseandiftheydoneedanyhelpeventually,askforit.SoIthinkthewaythatweapproachourown.basedcustomersisactuallyslightlydifferenttothewayweknowweneedtoapproach.Forexample,anAmericancustomer,orindeedaJapanesecustomer,oraMiddleEasterncustomer,whoallhavedifferentwaysofdoingthings.Wellinservingdifferent,Iguess,nationalities,youdotakeverydifferentapproaches.WithEuropeans,forexample,youdokindofletthemtakealookateverything.Seewhatsbeingonofferandthenaskthemiftheyneedanyhelp.Ithinktheydprobablymuchmoreprefertocometoyou,ratherthanyousomuchtogotothem.TheAmericancustomerverymuchexpectsyoutogotothem,approachthem,showthemalternatives.WellIthinkmaybethemoreEuropeanorBritishcustomercanbealmostturnedoffbythatifsomeoneisseentobetooaggressive,maybetooanxioustomakeasale.Itsmostimportantthatthefirstcontact,thefirstinitialmeetingwiththecustomerisagoodandsuccessfulonebecauseonthatbasis,thecustomerwillmakeuptheirmindwhattheywanttodonext.IquiteliketheEnglishsalesassistantsbecausetheydefinitelyhavebetterthingtodothantalktoyou,whichIlike.ItsveryterrifyingwhenyougotoAmerica.CanIhelpyoutheyrelikelickingyou.Yourejustlike,No,Imfine.Ijustwanttolook.Thatputsmeoff.IlovetheEnglishsalesassistant.SowherehaveyouexperiencedtheverybestincustomerserviceUmm,probablyAmerica.Intermsofbestasin,theygiveyousomuchattentionitsalmostembarrassing.Theytreatyou,youknow,thehaveanicedaything.Theywanttohelpyou.Theywantyoutobuy,causetheyoftenworkonacommissionbasis.Thatsifyoulikebest.ButIpreferthe.like,beingignored.Tamara:

IthinkEnglandsstillwaybehindintermsof,likeAmericaforexample.IcancallinAmericafromLondonandtheylltracktheitemdown.Itsnotlike,Sorrymadamwedonthavethatinyoursize.IjustgottheGucciboots,whichminehadactuallybroken.AndinEnglandtheysaid,Sorryyouknow,thatsit.SothiswomaninLosAngelestrackedthemdownand,infactgotthemforme.Thatsbecausetheyworkoncommission.Andthesoonerwelearnthat,thebettertheservicewillget.SowhatdotheAmericanshavetosayTheymayspeakwithadifferentaccent.ButisthesalespitchaforeignlanguagetotherestoftheworldIthinkpartofthereasonAmericansareknownasexpertsisthatwetendtofocusalotmoreinthehumansideofselling,notthemechanicalside,whichistheregisterandknowingabouttheproduct.Wereallywanttoknowaboutyourlifestyle.Wewanttoknowaboutyourfamily.Wewanttoknowaboutyourincome.Wewanttoknowaboutyouroccasionsinyourlife.AndthatsverydifferentoutsideoftheUnitedStates.O