外语系ppt课件 Still waters run deep.流静水深流静水深,人静心深人静心深 Where there is life, there is hope。有生命必有希望。有生命必有希望Module NineProblemsTask 2 Finding a solution1. To master the basic expression of solving problems.2. To negotiate with clients and find out the exact problem.3. To give appropriate ways to solve the problem.Learning ObjectivesLead-inGroup discussion1.When problems occur, what should be done immediately?2.If you are a client and find problems in your product, how would you like to be dealt with?3.If you get an unsatisfactory solution to your problem, what will you do?Useful expressions and patternsv1. To settle the case like this, one can not rule out other possibilities.v2. Well make a thorough investigation to find out where the responsibility actually lies.v3. Do you have any reliable evidence?v4. The claim is not well supported by facts.v5. We can assure that such a thing will not happen again in future deliveries.Useful expressions and patternsv6. Well send you quality products to replace the imperfect ones.v7. We cannot give you money back because it has been used.v8. Your claim, in my opinion, should be referred to insurance company as the liability rests with them.v9. We really appreciate your correct attitude in this case. And I sincerely hope that everything will be smooth in our future business. Listening Dialogue 1 Notes to the dialogue v1.Junior Executive Holiday Package 初级经理人员假日优惠服务v2.advertised rate 广告上的价格v3.promotional mailings 促销邮件v4.misleading 误导的v5.fine print 小号字体v6.under the circumstance 在这种情况下 Dialogue 2 Notes to the dialoguev1. American Textile Import & Export Company 美国纺织品进出口公司v2. make it up 补偿v3. Any criticism on our goods is sincerely invited. 我们真诚地欢迎对我们货物的任何批评。v4. underweight 短重v5. goods of inferior quality 劣质产品Listening Dialogue 3 Notes to the dialogue v1. accept your claim接受你们索赔v2. singular case 个别情况v3. smooth 一翻风顺Listening Listening Listen to dialogue 3 and answer the following questions:1. What happened to the goods?2. How did they solve the problem of underweight?3. Why were the inferior goods sent to A company? Reading and Analyzing Complaining and solution Reading and Analyzing Brainstorming Question As a sales person, what problems will you meet while fulfilling a contract?Avalon Textiles28 Devonport RoadStokePlymouth PL3 4DWTel: +(0)1752 433 9900Fax:+(0)1752 433 9990Email: infoavalon.co.ukMr. OlsenSales Department Pacific Textiles212 Twin Dolphin DriveRedwood City, CA 94065USA5 Jan 2010Dear Mr Olsen I am writing with reference to order No. AS 671 which we received last week. When we checked the coats we noticed some damage to the case and when we found that many of them contain flaws of some kinds or other. It seems that these products are not packed properly or checked before dispatch. Please let us know what you intend to do in this matter. I look forward to hearing from you soon. Yours sincerely Brian Rogers Production ManagerLetter from Pacific Textiles to Avalon TextilesDear Mr. Rogers Thank you for your letter of Jan 5, 2010 regarding order number AS 671. In your letter you state that the case was damaged and that the coats have some flaws when you opened. You suggested that the goods was not properly packed or tested before dispatch. I can assure you that those coats were packed the same way that all our goods are packed and that in four years we have not had any complaints. All products are checked before dispatch. The matter has been complicated as we received a fax on Jan 2 from your company stating that coats had arrived in good condition. As you are a valued customer of ours, we will do our best to solve the problem. My suggestion is for an expert , which has the service contract in England for our products, to come to your company and inspect. Once we have their report we can then decide what further action to take. I hope this is satisfactory for you and I look forward to hearing from you soon. Yours truly Bob Olsen Notes to the Passagev1.case 包装箱包装箱v2.flaw 缺陷缺陷vflawless 完美的，完美的， 无缺点的无缺点的v3.dispatch 发货发货v4.in good condition 情况良好情况良好v5.service contract 服务合同服务合同v6.I look forward to hearing from you. 切盼回切盼回信。信。Group Discussion Read the two letters and answer the questions. (1) Have you found effeftive ways to solve your problems?(2) What problems will you meet when you try to find solutions? Assignment Field work: Work in groups of up to six. Choose an important textile company in China and do a research on conducting a one-to-one meeting in that company. Prepare for a three-minutes presentation to share the information to the whole class. (The presentation should be facilitated by ppt)Reference For more topic-related information , Pease refer to the following websites:http:/www-304.ibm.com/isv/marketing/solution_finder.htmlhttp:/www.compubase.net/Finding-a-solution-according-to-your-business_a27.htmlhttp:/www.1000ventures.com/business_guide/crosscuttings/problem_solving.html