main U4 main 1 3 4 TeachingAim 5 ReadingI ReadingII ExtendedActivities 6 Bonus WordStudy 2 Lead in TeachingAim1 1 CognitiveInformation 认知信息 ConsumerSatisfaction2 LanguageFocus 内容重点 KeyWords I bargain trick extort silly innocent novelty whereupon rush breathtaking impertinence plead outrage sane trifle extravagant loo sticky II persuade rational checkout counter thought out vulnerable economy dependability convenience rock music nutritious package intelligent Phrases I tostartwith mightaswell forthesakeof inone sdefense asthough forone slifetime pileup fallfor servesb right allthesame II gobeyondsth atothertimes forpleasure TeachingAim TeachingAim2 UsefulStructures Ifeelcertainthat Itwillsellwell eventhough doagoodjob3 CommunicativeSkills 交际技能 Expressions Expressionsof Complaining PracticalReading AdvertisementsofBargains4 SpecialUse 专项用法 SubjunctiveMoodofVerbs 1 Lead in main Lead in ListeningComprehensionTasks ExerciseI ExerciseIII SpotDictation ExerciseII ExerciseIV 1 literature thebodyofwrittenworkproducedbyscholarsorresearchersinagivenfield文献2 reasoned havinganunderlyingfactorcausethatprovideslogicalsenseforapremiseoranoccurrence理由充分的3 appreciate torecognizethevalueof赏识4 extent thedegreetowhichathingextends限度5 professionalism professionalstatusorstandards专业水准6 gotheextramile todomorethanoneisrequiredtoreachagoal 除了份内的活儿 干额外的事 多一份付出7 coupledwith 加上8 regardlessof 不管 DifficultWords Expressions ExerciseI ExerciseI 9 profile abriefsummary简要信息10 accessible easilyapproachedorentered易接近或进入的11 figureout 弄明白12 survey adetailedinvestigation详细调查 ExerciseI I Listentopassage1forthefirsttimeandthenwriteoutquestions ifthereareany aboutthepart s youfailtounderstand Ifyouhavenoquestions justmoveontoExercise ExerciseII II Listentopassage1forthesecondtimewithyourfocusonthequestionsyouhaveraised ifthereareany andthencompletethefollowingmultiplechoiceexercises Youcantakenoteswhilelistening 1 Consumersatisfactionisdescribedas toaproduct serviceorconsumerexperienceataparticulartime areasonedresponseb anemotionalresponsec Eitheraorb d Bothaandb ExerciseII 2 Itisclearthatcustomersaremostlikely tothegoodsandservicesthattheybuyiftheyaremadetofeel plainabout specialb like respectedc disappreciate satisfiedd enjoy unusual ExerciseII 3 Customersatisfactionisveryimportantforbusinessesbecausesatisfiedcustomersaremostlikelyto a useotherproductsandservicesofferedbythebusinessesb makeordersrepeatedlyc beloyald Alloftheabove ExerciseII 4 Customersatisfactiondescribes a howhappyconsumersarewiththeservicesprovidedbyabusinessb howsatisfiedconsumersarewiththeproductsofferedbyabusinessc Eitheraorb d Bothaandb ExerciseII paretheproductsandservicesofferedbythebusinesswiththoseofothersc participateintheadvertisingcampaignlaunchedbythebusinessd Noneoftheabove 5 Happycustomersaremostlikelytoplacerepeatordersand ExerciseII a theycanhavetherightproductsorservicesfromthebusinessb theirindividualneedscanbesatisfiedthroughoutthewholesalesprocessc theiranticipationcanbemetd iftheyfeelquitesatisfiedbefore duringandafterthesaleprocess 6 Consumersaremorelikelytoreturnif ExerciseII a professionalism respect goodlooking andgoodcommunicationskillsb patience professionalism humor andrespectc goodcommunicationskills respect professionalism andpatienced respect patience humor andgoodcommunicationsskills 7 Businesspeopleshouldbeequippedwith whentheyworkwiththeircustomers ExerciseII a offeringsomediscountsb offeringsomeextragoodsc offeringsomebenefitsbeyondconsumersexpectationd Alloftheabove 8 Itisagoodwaytoenhancecustomersatisfactionby ExerciseII a Surveyandinterview b Interviewanddiscussion c Discussionandquestionnaire d Questionnaireandsurvey 9 Whichofthefollowingcanbeusedforconsumersatisfactionmeasurement ExerciseII behavioralsatisfactionb customerloyaltyc customerneedd emotionalsatisfaction 10 Thequestionsusedinthemeasurementareaboutthefollowings EXCEPT PassageScript1 Thereisnosingledefinitionofconsumersatisfaction However allthedefinitionsintheliteratureandfromconsumersdescribeconsumersatisfactionasareasonedoremotionalresponsetoaproduct serviceorconsumerexperienceataparticulartime Whatisclearaboutcustomersatisfactionisthatcustomersaremostlikelytoappreciatethegoodsandservicesthattheybuyiftheyaremadetofeel special Itisveryimportantforabusinessbecausesatisfiedcustomersaremostlikelytobeloyal tomakerepeatorders andtouseawiderangeofproductsandservicesofferedbythebusiness Definition Whatisconsumersatisfaction Essentially consumersatisfactionistheextenttowhichconsumersarehappywiththeproductsorservicesprovidedbyabusiness Itisanimportantconceptinbusiness becausehappycustomersarethosemostlikelytoplacerepeatordersandexplorethefullrangeofproductsandservicesoffered PassageScript1 Factors Features Consumersaremostlikelytoreportsatisfactionwithgoodsandservicesiftheyaremadetofeel special bytheprovider Inotherwords ifthestaffofacompanypayattentiontotheindividualneedsofcustomersbefore duringandafterthesalesprocess theyaremorelikelytoreturn Businesspeoplewhoworkwithcustomersorclie