Unit 2 Selling is what its all aboutUnit 2 Selling is what its all aboutLessonsTeam ProjectReviewAdditional ResourcesEXITEXIT商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Unit 2 Selling is what its all aboutUnit 2 Selling is what its all about Lesson 1 Have you got what it takes? Lesson 2 How do you do it? Lesson 3 Sales have increased by 20% Lesson 4 Dealing with the customer Lesson 5 Dealing with complaints Lesson 6 Buying and selling on the InternetEXITEXIT商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Unit 2 Selling is what its all aboutUnit 2 Selling is what its all aboutAdditional ResourcesUnit TestReadingResourcesAdditional ActivitiesWritingResourcesGrammarResourcesEXITEXIT商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案In pairs or small groups, discuss these statements.In pairs or small groups, discuss these statements.a1.Selling is about sticking your foot in the door and making a speech.2.To be a good salesperson it helps if you like people.3.It is essential to like what you are trying to sell.4.Selling is always fun.5. A salesperson needs to have a lot of initiative.In your notebook, make a list of the things that you think make a goodIn your notebook, make a list of the things that you think make a good salesperson. Then compare your ideas with a classmates.salesperson. Then compare your ideas with a classmates.bn Lesson 1 Have you got what it takes?Have you got what it takes?商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Read the text and evaluate your personality in terms of the Read the text and evaluate your personality in terms of the characteristics mentioned. Then compare and discuss your ideas in characteristics mentioned. Then compare and discuss your ideas in pairs.pairs.cA suitable personality for the jobA suitable personality for the job We are all a mixture of different characteristics. A person does not have just one type of personality or another, though people do show a tendency to be one way rather than the other. There are many ways to analyze personality. Here we will consider just four. The first, Type A personality tends to be highly driven and may be very competitive. Type As generally like to get recognition for their achievements, they can be very independent, and they may also be direct and to the point. They are likely to be very focused, persistent, and decisive. 商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案 While the Type B personality, like A, is quite extroverted, he or she is often much more sociable, and likes to party and have a good time even while working. Types C and D, on the other hand, have a tendency to be quieter and more introverted. Type C people usually pay great attention to detail, love accuracy, and are dependable and loyal, while Type D people generally enjoy guidelines and stick to deadlines and schedules. In its own way, each personality type has characteristics that are valuable assets in a salesperson.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Read the article again and find examples of the following types of Read the article again and find examples of the following types of expressions.expressions.dexpressions thatshow a tendency:tends to be, may be, show a tendency, generally like, can be, are likely to be, have a tendency to be connectors thatindicate contrast:while, though, on the other handKeyKey商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Use the following information to make sentences about each Use the following information to make sentences about each persons personality.persons personality. Use expressions from Exercise d.Use expressions from Exercise d.eExample:Though Robert can sometimes be aggressive, at other times he can be very pleasant.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Robert aggressive at times / pleasant at other times_Chris likes a good time while working / capable of achieving a lot_Naomi generally very compassionate / very decisive and persistent_Mark careless sometimes / usually accurate and precise_Though Robert can sometimes be aggressive, at other times he can be very pleasant. Though Chris generally likes a good time while working, he is capable of achieving a lot.Though Mark has a tendency to be careless sometimes, he is usually accurate and precise.While Naomi is generally very compassionate, she can be very decisive and persistent.KeyKey商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Listen to a talk about what makes a good salesperson. Number the Listen to a talk about what makes a good salesperson. Number the points in the order they are mentioned.points in the order they are mentioned.f1. be a good listener _2. pick up on a persons personality traits _3. like people and recognize their needs and wants _4. create an emotional link with the customer _5. sell products that you like _6. recognize indecisiveness and help customers to make a decision _5426KeyKeyScriptScript31商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Look at these informal expressions from the first part of the talk and Look at these informal expressions from the first part of the talk and rewrite each one in more formal language.rewrite each one in more formal language.g1. sticking your foot in the front door _2. bullying your way into a home _3. conning the person _4. coughing up for a product _preventing someone from shutting the door forcing someone to let you into their housepaying unwillingly for a productdeceiving or cheating the personKeyKey商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Study the following phrasal verbs from the talk about Study the following phrasal verbs from the talk about s salespeople. alespeople. For each one,For each one, find a one-word verb with the same meaning.find a one-word verb with the same meaning.h1. turn out _2. pick up on _3. build on _4. tune into _producenoticeunderstanduseKeyKeyFrom what you have learned so far, write a short description of what From what you have learned so far, write a short description of what makes a goodmakes a good salesperson.salesperson.i商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Speaker: In the traditional approach to selling, the salesman was someone who did it because he couldnt find another job. Selling often meant sticking your foot in the front door, bullying your way into a home, or conning the person into coughing up for a product that they may or may not need like a set of encyclopedias for the children. These days the image of the salesperson has changed drastically and a lot of preparation and psychology have gone into turning out a good salesperson. Still it does help if you have certain personality characteristics before you start. A person whos able to quickly pick up on the personality traits of another and build on this insight to create an emotional link is likely to succeed at sales. Such a salesperson recognizes the indecisiveness of a prospective customer and helps them make up their mind in favor of the product. Its important that the salesperson likes people and is able to tune into their different needs and wants. Its also important to be a good listener and pay attention to the value system of the customer. Its also a good idea to sell products that interest you as this makes selling easier.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案n Lesson 2 How do you do it?How do you do it?In pairs, discuss the questions.In pairs, discuss the questions.a1.When was the last time you went shopping?2.What did you buy and why did you buy it?3.Have you ever bought something you had not planned to buy?4.What was it that convinced you to buy on impulse?商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案1. Have you heard of Oxfam? _2. What size do you take? _3. Would you like brown or white bread? _4. Can you tell me where the organic produce is? _5. How much were you thinking of paying? _6. Do you have Marjorie Owens latest novel in paperback? _Beside each question, put the letter of the correct response from the Beside each question, put the letter of the correct response from the box. Then, in pairs, discuss where you might hear these conversations box. Then, in pairs, discuss where you might hear these conversations taking place.taking place.bfcdeabKeyKeya. I was looking for something around $250.b. Im afraid we only have it in hardback.c. Yes. In the next aisle, on your left.d. Usually a 6, but these look a little narrow.e. Yes. Its an aid organization, isnt it?f. Er . . . brown, please.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Role-play one of these situations in pairs.Role-play one of these situations in pairs.c商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Complete the phrases or sentences with the verbs in the box.Complete the phrases or sentences with the verbs in the box.d check give help make reduce sign speak work1. Can I _ with Geraldine Murray, please? _2. How can I _ you? _3. I _ for Telefast, a cost-cutting company . . . _4. . . . if theres a genuine way to help _ my phone bills . . . _5. Can you _ me a quick explanation? _6. We have a special offer if you _ up this month. _7. And if you _ international calls at off-peak times . . . _8. Can I just _ that I have your correct address? _helpworkgivereducespeaksignmakecheckKeyKey商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Identify the speaker of each sentence in Exercise d and write the Identify the speaker of each sentence in Exercise d and write the numbers of the sentences in the chart.numbers of the sentences in the chart.eKeyKeysalesperson sentence #1, 3, 6, 7, and 8prospectivecustomersentence #2, 4, and 5Listen to the telephone conversation to check your answers.Listen to the telephone conversation to check your answers.fScriptScript商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案1. If theres a way to help reduce my phone bills, . . ._2. If you are interested, . . ._3. If you make international calls at off-peak times, . . . _4. If you want the free calls for a month, . . ._Match each condition with the corresponding action.Match each condition with the corresponding action.gKeyKeyConditionConditionActionActioncdbaa. you need to apply right away.b. there is a 40% reduction.c. count me in.d. just complete the application form and send it back.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案In your notebook, write conditional sentences using the following clauses.In your notebook, write conditional sentences using the following clauses.h1. you want to save money / check prices in different stores2. you are happy with our offer / sign the contract and send it back3. you require a demonstration of our products / salesman happy to do so4. you shop online / save money5. you want to contact someone quickly / send an e-mailIf you want to save money, (you should) check the prices in different stores.If you are happy with our offer, (please / you can) sign the contract and send it back.If you shop online, you will (probably) save money.If you require a demonstration of our products, our salesman will be happy to do so. If you want to contact someone quickly, send an e-mail.KeyKey商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Salesperson: Good morning. Can I speak with Geraldine Murray, please?Woman: Speaking. How can I help you?Salesperson: My name is William Cosgrave and I work for Telefast, a cost-cutting company that will reduce your phone bill by at least half. I hope this is a convenient time to talk.Woman: Well, I am a little busy right now . . . Whats it about?Salesperson: Oh, Im sorry. I hope you received the brochure we sent out on how to cut your phone bills in half.Woman: No, I didnt receive anything, but if theres a genuine way to help reduce my phone bills, count me in. Can you give me a quick explanation?商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Salesperson: Certainly. Its quite simple. I can send you information on the different deals that we offer. If youre interested, just complete the application form and send it back. We have a special offer if you sign up this month. For just $6.99, you get all local calls free for one month and after that a 50% reduction on these calls. And if you make international calls at off-peak times, there is a 40% reduction and a 25% reduction at busy times. Woman: Hmm . . . that sounds interesting. How do I sign up for this?Salesman: Just give me your address and Ill send out the information today. Remember, if you want the free calls for a month, you need to apply right away. Can I just check that I have your correct address?商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案n Lesson 3 Sales have increased by 20%Sales have increased by 20%Discuss the questions in pairs or small groups.Discuss the questions in pairs or small groups.a1.How often do you work with information presented in the form of bar charts or pie charts?2.What sort of information is typically presented in this way?商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Study the bar chart andStudy the bar chart and answer the questions.answer the questions.b1.What is the overall trend in organic food sales?2.When did the greatest increase in sales occur?3.What can you say about the sales figures between 2001 and 2003?The overall trend is upward.It occurred between 1998 and 2001.There was only a very slight increase.KeyKey商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案 ales of organic food are booming, with demand sometimesoutstripping supply. Sainsburys, which attributes a large part of its continued recovery to this sector, has decided to boost supply by taking out long-term contracts with dairy farms while they convert toorganic status. The supermarkets sales of organic milk have grown74% in the last year, with the organic dairy market growingoverall by 62.9%. Organic sales account for 4.4% of Sainsburystotal sales. Other supermarkets have also reported dramatic increases in organic sales as consumers become more aware of health and more concerned about where their food comes from. Waitroses organic food sales have increased by 20% in the year to January. It has a 17% share of the organic market but only 3.8% of the overall grocery market. Morrisons has seen their organic sales increase by 28% while Asda has reported growth in its organic sector of 12%, with aRead this 2006 report about the growth of UK organic Read this 2006 report about the growth of UK organic food sales and answerfood sales and answer the questions.the questions.cS商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案noticeable broadening of the socio-economic groups that now purchase organic food.1.What is the significance for Sainsburys of the increase in sales of organic food?2.According to the report, why are more people buying organic food?3.What is particularly notable about Waitroses organic food sales?4.What trend has been observed in the type of people who consume organic produce? It is responsible for Sainsburys continued recovery.Because of increased awareness of health issues and consumers desire to know where food is coming from.They have increased by 20%. There has been a broadening of the socio-economic groups who buy organic food.KeyKey商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Study these pairs of sentences. Then complete the table and add Study these pairs of sentences. Then complete the table and add more examplesmore examples of your own.of your own.dadjective + nounThere has been a dramatic increase in sales.verb + adverbSales have increased dramatically.increase slightlygrow noticeablychange greatlyKeyKeysharp declinesteady decrease great change商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案In pairs, discuss (a) the benefits of using presentations in In pairs, discuss (a) the benefits of using presentations in business, and (b) how you feel about giving presentations in business, and (b) how you feel about giving presentations in front of an audience.front of an audience.e商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Listen to the following advice about giving presentations and, for Listen to the following advice about giving presentations and, for each point check the correct box.each point check the correct box.fKeyKeyScriptScript商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Listen to three short presentations and evaluate each one Listen to three short presentations and evaluate each one according to the notes in the previous exercise. Add any extra according to the notes in the previous exercise. Add any extra comments of your own.comments of your own.gDo some research into sales trends in a particular market in your Do some research into sales trends in a particular market in your country and prepare an oral presentation.country and prepare an oral presentation.hScriptScriptPresentation 1_Presentation 1_Presentation 2_Presentation 2_Presentation 3_Presentation 3_商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Speaker: Today, I am going to give you some advice regarding what to do and what not to do when giving a presentation. Its important to remember that though your purpose is to inform and share with your audience, you should select what they can comfortably deal with in a single sitting and not overload them with minute details. The next thing you must ensure is that you arrive organized for your presentation with your notes in order. The content should be organized in a logical way and you should inform your audience of this layout in your introduction. Make sure you do not wander into asides and unrelated comments. Stick to the main point. Also, its important to establish a good rapport with the audience and to make eye contact with your listeners. Dont shout or whisper, but speak clearly and loud enough for everyone to hear. Keep your voice at a comfortable speed. Finally, conclude by summing up the essential points and then ask if anyone has any questions.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Presenter #1: Hi, everyone. Good to see you all here and thanks for coming along. I hope you will find my topic interesting and not boring. Okay, lets start, shall we? Can you all sit down and listen, please? Right now, where are my notes? Hmm . . . theyre in a bit of a mess. Hang on a minute while I get organized.Presenter #2: Good afternoon, everyone! Welcome and thank you for coming along to the presentation. Today, I would like to look at some recent trends in the sales of organic produce, especially through supermarket outlets. The talk will last about forty minutes and then we will have about ten minutes at the end for discussion, so please save your questions until then.Presenter #3: So, weve looked at how the Organix Company got started and we have considered one of their principal achievements. Before considering their other two important accomplishments, lets take a quick look at the management structure of the company. Now does anyone have any suggestions as to what those two other accomplishments are?商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案n Lesson 4 Dealing with the customerDealing with the customeraListen to a telephone call to a company that supplies furniture to Listen to a telephone call to a company that supplies furniture to large restaurants and hotels. Complete the notes about the order.large restaurants and hotels. Complete the notes about the order.ItemItem Quantity orderedQuantity ordereddouble beds single beds closets dressers order needed by 10203030May 15thScriptScriptKeyKey商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Listen to the conversation again and, in your notebook, make notes Listen to the conversation again and, in your notebook, make notes of the small talk between the two speakers before they get to the of the small talk between the two speakers before they get to the order.order.bScriptScriptcIn pairs, discuss whether or not it would be suitable to talk to a new In pairs, discuss whether or not it would be suitable to talk to a new customer about the following topics.customer about the following topics. how the business is going how the persons family is doing how the business is going how the persons family is doing the weather how happy you are to take their order the weather how happy you are to take their order the customers wife, husband, partner, etc. the customers wife, husband, partner, etc. gossip about other businesses gossip about other businesses商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案In pairs, role-play a telephone conversation based on the following In pairs, role-play a telephone conversation based on the following situation.situation. Use small talk where appropriate.Use small talk where appropriate.dStudent AStudent AYou work in the sales You work in the sales department of a department of a wholesale outlet that wholesale outlet that sells bread and sells bread and cookies.cookies.Student BStudent BYou have just opened a You have just opened a small grocery store and you small grocery store and you need to open an account need to open an account with a supplier of bread with a supplier of bread and cookies.and cookies.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案eListen to the telephone conversation between an employee at an Listen to the telephone conversation between an employee at an organic food farm and a new customer and complete the order form.organic food farm and a new customer and complete the order form.Totally Natural1979TF19795 pounds of cauliflower, 10 pounds of potatoes, 8 pounds of onions43 Riverside Way, Delham ScriptScriptKeyKeytruck商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案fRead the customer complaints and use the prompts to write appropriate Read the customer complaints and use the prompts to write appropriate responses in the passive voice.responses in the passive voice.1. I placed an order for ten laptops three weeks ago.we / send out / the laptops / ten days ago_2. I placed an order for some new software last week.our staff / dispatch / your software / as we speak_3. I ordered three DVDs last Tuesday. When can I expect to receive them?we expect / those DVDs / today / we / should ship them to you / by Friday_The laptops were sent out ten days ago.Your software is being dispatched by our staff as we speak.Those DVDs are expected today. They should be shipped to you by Friday.KeyKey商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案gUsing the notes below, write a short memo to a colleague asking Using the notes below, write a short memo to a colleague asking him/her to track online an order that has not been delivered.him/her to track online an order that has not been delivered.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Rights of the consumerRights of the consumer_ a. Goods should be in saleable condition without any faults._ b. Goods should match their description._ c. All pieces or parts of goods should be of the same quality as any sample._ d. Installation and service should be performed by qualified personnel.ProblemProblem1. You bought a 10-yard roll of cloth but later found that the last two yards were faded.2. The person who came to install your central heating did not know how to do it.3. Your new dining room table has a number of scratches on it.4. A shirt sold to you as 100% silk in fact contains 50% polyester.hRead and match each problem with a consumer expectation that is Read and match each problem with a consumer expectation that is not being met.not being met.3412KeyKey商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案iIn pairs discuss occasions when your expectations as a consumer In pairs discuss occasions when your expectations as a consumer were not fulfilled.were not fulfilled.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Kathy: Good morning. Furniture Wholesalers. Can I help you?Benson: Hi. This is Craig Benson here from Hooliers Hotel.Kathy: Oh, hi, Mr. Benson. How are you? Its been a while.Benson: Yes, hasnt it? I think its been over a year since we talked. Hows business?Kathy: Very good. Weve expanded. We opened a new warehouse about six months ago and took on five new employees.Benson: Thats great! I hope you are not too busy to fill our order. Weve expanded also and need lots of new furniture.Kathy: Oh, thats great. So how can we help you?Benson: Well, first I need to know if we can have a rush on this order since its coming up to summer. We need to have it delivered before May 15.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Kathy: Ill have to check with deliveries. Let me know what you need and then Ill get back to you.Benson: Fine. Right, lets see10 double beds, 20 single beds, 30 closets and matching dressers. Thatll do for now but I think well also need some dining room furniture.Kathy: Okay, thats 10, 20, 30, and 30. Let me call you back in an hour or so after Ive checked delivery availability. Then I can get all the details for delivery if it is possible.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Kathy: Good morning. Furniture Wholesalers. Can I help you?Benson: Hi. This is Craig Benson here from Hooliers Hotel.Kathy: Oh, hi, Mr. Benson. How are you? Its been a while.Benson: Yes, hasnt it? I think its been over a year since we talked. Hows business?Kathy: Very good. Weve expanded. We opened a new warehouse about six months ago and took on five new employees.Benson: Thats great! I hope you are not too busy to fill our order. Weve expanded also and need lots of new furniture.Kathy: Oh, thats great. So how can we help you?Benson: Well, first I need to know if we can have a rush on this order since its coming up to summer. We need to have it delivered before May 15.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Kathy: Ill have to check with deliveries. Let me know what you need and then Ill get back to you.Benson: Fine. Right, lets see10 double beds, 20 single beds, 30 closets and matching dressers. Thatll do for now but I think well also need some dining room furniture.Kathy: Okay, thats 10, 20, 30, and 30. Let me call you back in an hour or so after Ive checked delivery availability. Then I can get all the details for delivery if it is possible.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Sales: . . . so, Ill need to set up a new account for you, especially if you say that you want to become a regular customer. First of all, let me have the name and address of your business.Buyer: Okay, the name of the restaurant is Totally Natural and the address is 43 Riverside Way, Delham.Sales: Delham . . . Right, thats just inside the limit of our delivery service. Now just give me an account number that we can use for all our transactions. With this number, itll be easy to find your account details each time you call.Buyer: I see. Okay, lets use 1979. Its easy to remember as its the year I was born.Sales: Okay. We put TF in front of that, which stands for Truck Freight. So, when you call, please quote TF-1979, which is your purchase order number. Now what can we prepare for you today?Buyer: Today we need 5 pounds of cauliflower, 10 pounds of potatoes, and 8 pounds of onions.Sales: Right. That, according to our codes, is 5 x #05, 10 x #04, and 8 x #02. Items will be delivered first thing tomorrow morning.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案1.What kinds of products or services do people often complain about?2.Have you ever made a complaint about a product or service? How did you do it?3.Have you ever wanted to make a complaint but did not? Why not?n Lesson 5 Dealing with complaintsDealing with complaintsaDo this experiment, in groups with three, five, or seven members.Do this experiment, in groups with three, five, or seven members.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Listen to three customers who are seeking refunds. Take notes about Listen to three customers who are seeking refunds. Take notes about each situation. Then, in pairs, discuss whether you think each each situation. Then, in pairs, discuss whether you think each customer should be given a refund.customer should be given a refund.b Customer 1 Customer 2 Customer 3doesnt like the color of a jacketzoom lens of the camera doesnt workfuzzy picture on TV because customer dropped itScriptScriptKeyKey商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Read the situations below. Then select two situations and role-play them Read the situations below. Then select two situations and role-play them in pairs. Take turns playing the parts of the customer and the store in pairs. Take turns playing the parts of the customer and the store assistant. Use the expressions from the box to help you.assistant. Use the expressions from the box to help you.cI was wondering if I could exchange this . . . I would like to return this . . .Can I return this . . . ? Is there anyone who could help me . . . ?Do you think someone could take a look at this . . . ?商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案In pairs or small groups, discuss the rights of the consumer in each In pairs or small groups, discuss the rights of the consumer in each of the cases.of the cases.dListen to three dialogues between dissatisfied customers and Listen to three dialogues between dissatisfied customers and salespeople. Take notes about the following points: the salespeople. Take notes about the following points: the a attitude of ttitude of the customer and thethe customer and the salesperson, the resolution of the problem, salesperson, the resolution of the problem, your opinion of how each personyour opinion of how each person handled the encounter.handled the encounter.eScriptScript商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Read the following letter and write the number of each item in the box Read the following letter and write the number of each item in the box next to the correct line of the text in the margin on the right.next to the correct line of the text in the margin on the right.f1. desired outcome 2. signature 1. desired outcome 2. signature 3. proof of purchase 4. salutation 3. proof of purchase 4. salutation 5. purpose of letter 6. date 5. purpose of letter 6. date 7. customer address 8. problem7. customer address 8. problem商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案KeyKey76453812商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Write a reply to Jerome Calvin from Super Electrical Stores thanking Write a reply to Jerome Calvin from Super Electrical Stores thanking him for his letter and his remarks about the company and apologizing him for his letter and his remarks about the company and apologizing for the problem. Explain that you are waiting for delivery of a new for the problem. Explain that you are waiting for delivery of a new batch of electronic items and that as soon as they arrive you will batch of electronic items and that as soon as they arrive you will replace the faulty one.replace the faulty one.g商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Situation 1Customer 1: Hi, I was in your store last week and I bought myself a jacket. I wore it for a few days, but I really didnt like the color. Im wondering if I can exchange it or get my money back.Situation 2Customer 2: Good morning. Im calling about the digital camera that I bought yesterday. When I tried to use it today the zoom lens didnt work. Id like to return the camera and get a replacement or talk with someone who knows something about the camera who can perhaps guide me through the process.Situation 3Customer 3: Hi, there. I just picked up a TV at your store yesterday afternoon and when I was taking it out of the car it sort of accidentally fell. It looks okay, but the picture is pretty fuzzy. Do you think I can have someone look at it or get a replacement or a refund?商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Situation 1Customer: Good afternoon. I would like to speak with the manager, please.Salesperson: Why? Whats your problem?Customer: Well, I bought this DVD here three weeks ago and have had several problems with it in that short time. Each time, I bring it back here, someone looks at it, adjusts something, and says its okay. But then when I get home it doesnt work.Salesperson: Hmm . . . Are you sure you know how to operate this machine?Customer: Young man, Ive been a customer at this store for several years and no one has ever spoken to me like this before.Salesperson: Okay, okay. Ill get someone to have a look at it.Situation 2Customer: Im returning this jacket because its not really the right fit and its sort of heavy.Salesperson: Im very sorry, sir, but that jacket was bought during the sales and the store policy is no refunds on goods bought during sales.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Customer: Oh, be reasonable! Its just a jacket. Im sure you still have some others inside. Surely you can exchange just one jacket.Salesperson: Sir, its impossible. Our policy clearly states “No exchange on sale items.” I cant do anything to help you, Im afraid.Customer: Oh, this is ridiculous! Im never going to shop here again!Situation 3Customer: I just bought this new TV and when I got home it didnt work.Salesperson: Okay, if you could wait a moment, Ill have someone look at it.Customer: Look, I have been waiting for five minutes! I cant stand here all day. I have to get back to work. Listen to me. I need this TV to be fixed right now or I need a replacement!Salesperson: Please stop yelling. The service manager is busy right now and so youll have to wait.Customer: Im not going to put up with any more of this. Call the manager right now!商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案n Lesson 6 Buying and selling on the InternetBuying and selling on the InternetaIn pairs, discuss the questions.In pairs, discuss the questions.1. Have you ever bought anything over the Internet?2. What are the advantages and disadvantages of shopping online?商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Read the text and answer the questions.Read the text and answer the questions.b ike Gore, the founder of Booksandstuff.com, began his career as a software engineer. In the mid-1990s, he saw that Internet use was growing at a phenomenal rate each year. He saw in this a great business opportunity. He relocated to Seattle, where there was a large pool of technical know-how and, since the company began in 1996, it has generated billions of dollars in profits. Booksandstuffs customer base has grown to well over 30 million. The company has changed the way we do business. So what are the secrets of Booksandstuffs success? First, the company is customer-centered, which means giving customers what they need. Customers dont have to travel to a bookstorethe store comes to them. Booksandstuff also aims to meet its customers multi-product needs. The company has now expanded to include a broad range of products including music, videos, DVDs, toys, electronics, and household goods. BooksandstuffM商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案saves on storage space as it has a very quick turnaround. Payments are made immediately by credit card and items are shipped out in just a few days. One of Booksandstuffs distinctive features is itsinteractive and personalized service. Customers are invited to share their opinions about products and they can submit reviews of books and CDs. Customer information is stored and customers are alerted via e-mail about products similar to those that they have purchased before. Booksandstuff even helps customers create their own wish lists for gift giving.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案1. Why did Mike Gore think that the Internet offered a great business opportunity?_2. Why did Gore choose Seattle as his base?_3. What is the key factor that has contributed to the success of Booksandstuff.com?_4. How does Booksandstuff.com avoid spending a lot of money on storage space?_ Because of its phenomenal growth. Because of the large pool of technical know-how that is there.The company is customer-centered and it meets the various needs of the customer.Through having a quick turnaround.KeyKey商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Find words in the text that mean the same as these words.Find words in the text that mean the same as these words.c1. extraordinary (paragraph 1) _2. produced (paragraph 1) _3. extensive (paragraph 2) _4. special (paragraph 2) _5. notified (paragraph 2) _phenomenalgeneratedbroad rangedistinctivealertedKeyKey商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案In your notebook, write complete sentences from these prompts with In your notebook, write complete sentences from these prompts with each verbeach verb in the correct tense.in the correct tense.d1. Sophie / shop / online / for several years now_2. Daniel / work / Singapore / until 1999 / work in Japan / since then_3. online travel booking / change / the face / air travel_4. in the past / tourists / take / package holidays / independent travel / increase / recent years_5. Booksandstuff.com / not show / large profit / up to 2002 / since that year / profits / shoot up_Sophie has shopped/has been shopping online for several years now. Daniel worked in Singapore until 1999 and he has been working/has worked in Japan since then.Online travel booking has changed the face of air travel.In the past, tourists took package holidays, but independent travel has increased in recent years.KeyKeyBooksandstuff.com did not show a large profit up to 2002, but since that year profits have shot up.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Before you buy: _How to pay: _Precautions: _Where to go for help: _Listen to some advice about online shopping and complete the notes.Listen to some advice about online shopping and complete the notes.eScriptScriptKeyKey do research on company, check all contact details, consider all costs, read terms and conditions of salewith a credit card look for “s” for “secure” sign at the bottom, keep copies of the order form and the acknowledgement noticeconsumer affairs office商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Read the instructions for setting up an online store. Number them Read the instructions for setting up an online store. Number them in the correct order.in the correct order.fPrepare a presentation in which you describe the procedure Prepare a presentation in which you describe the procedure and discuss the pros and cons of this type of shopping with and discuss the pros and cons of this type of shopping with your classmates.your classmates.gSelling things in an online store_ Create a logo and upload it._ Prepare the appearance of your storecustomize it._ Register your store in Internet directories._ Add categories for your items._ Receive payment and ship items._ Decide what to sell.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Speaker: The Internet has expanded our choices of where and when to shop, but it also has its hazards. Here are some things that you should think about before becoming an Internet shopper.It is safer to buy from reputable companies, so do a little research on the company before making your purchase. Check carefully all the contact details of the company. Look for a street address and a landline telephone number, not just an e-mail address. Also, consider any extra coststhings like shipping costs and taxesthat you may have to pay and decide if its actually worthwhile buying online.Generally, people pay for online goods with credit cards. Make sure that the site is secure. At the bottom of the page, you should see a small “s”which stands for “secure”along with a picture of a padlock. Make sure you keep copies of the order form and the acknowledgement notice that you receive.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案When you buy online, you have the same legal rights as when you buy in a store. However, its very important to read all the terms and conditions of the sale before you buy.Always check your bank statement after making a purchase and make sure that only the amount that you paid has been deducted from your balance.Each country has its own consumer affairs offices that should be able to advise you if you find that you have been cheated while shopping online. The most important thing to remember is “If in doubt, dont buy.”商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案 Unit 2Unit 2Team ProjectPrepare a consumer reportPrepare a consumer reportYou work for a magazine that provides information about products and other issues relevant to consumers. It is your job to evaluate and compare products and prepare reports about them.Task:商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案With your team: 1. Select the products that you want to compare. 2. Research and describe the features of your chosen products. 3. Describe the benefits of the products for the consumer. 4. Find out if it is possible to buy these products online. 5. Determine the cost of buying these products online as compared with a regular store. 6. Discuss the benefits of both types of shopping. 7. Present your findings to the rest of the class.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案1. Many Internet companies were set up _2. People let shops know when they are unhappy with a product _3. A letter or phone call gives limited information about a candidate _4. Both products were launched at the same time _5. Work in the future will be quite different from what it is at the present _6. We cannot normally choose when to receive a phone call _ Unit 2Unit 2ReviewMatch the contrasting parts of each sentence. Then write the complete Match the contrasting parts of each sentence. Then write the complete sentences using one of the linking words from the box.sentences using one of the linking words from the box.AebaKeyKeybut though on the other hand while whereasfcd商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案a. they rarely return to say they are happy with a product.b. an interview allows the employer to meet the interviewee face to face.c. it is unlikely that it will be any less stressful than it is at the moment.d. we can usually choose when to read an e-mail.e. not all of them were successful. f. the performance of both has been quite different.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案1. _2. _3. _4. _5. _6. _Many Internet companies were set up but / though not all of them were successful. People let shops know when they are unhappy with a product but / though they rarely return to say they are happy with a product.A letter or phone call gives limited information about a candidate while / whereas an interview allows the employer to meet the interviewee face to face.Both products were launched at the same time but / though the performance of both has been quite different.KeyKeyWork in the future will be quite different from what it is at the present but / though it is unlikely that it will be any less stressful than it is at the moment.We cannot normally choose when to receive a phone call while / whereas we can usually choose when to read an e-mail.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案CompleteComplete the sentences with the correct form of the verbs below.the sentences with the correct form of the verbs below.B1. The event _ to be a great success. 2. Online communication with customers _ the problems they were experiencing. 3. The new employee _ what the department expected of him. 4. The company needs to _ previous marketing strategies.turned outtuned intopicks up onKeyKeypick up on build on tune into turn outbuild on商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案1. If you _ (want) to succeed in your career, you must work hard.2. If a businessman _ (set up) a new business, he has to give it a catchy name.3. If world trade and globalization _ (generate) confidence, they observe responsible business practices.4. If the student _ (use) his credit card carefully, he doesnt run up a lot of debt. 5. If the marketing department _ (be) successful, it understands the target market.Complete the conditional sentences with the correct form of the Complete the conditional sentences with the correct form of the verb in parentheses. verb in parentheses. Cwantsets upgenerateusesisKeyKey商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Example: David _ (work) in London since 2002. 1. On-line travel booking _ (change) the face of air travel.2. Many companies _ (benefit) enormously from the Internet.3. Profits _ (shoot) up in the last six months.4. Independent travel _ (grow) in recent years.5. Sally _ (be) Sales Director for two years.6. I _ (attend) six interviews in the past four days!7. Competition _ (increase) significantly since last year.n Unit 2 TestComplete the present perfect sentences with the correct form of the Complete the present perfect sentences with the correct form of the given verb. given verb. 1have benefitedhave shothas grownhas beenhas changedKeyKeyhave attended has increasedhas worked商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Example:Example: If you want to take advantage of this offer, _a. then, yes, were interested.1. If you want people to remember your company, _ b. they cost less.2. If this plan can help to reduce our phone bills, _ c. they come back again.3. If you want to succeed in this career, _ d. you dont run up a big debt.4. If we make our calls at off-peak times, _ e. call right away!5. If you use your credit card responsibly, _ f. give it a catchy name.6. If you give people good service, _ g. you have to work really hard.Match the two halves of the conditional sentences. Match the two halves of the conditional sentences. 2KeyKeyefagbdc商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Complete each passive voice sentence with the correct form and tense Complete each passive voice sentence with the correct form and tense of the given verb.of the given verb.3Example: The order _ a month ago. (place / past)1. A new sales record _ last week. (break / past)2. The shipment _ to arrive on Thursday. (schedule / present)3. The components _ out last week. (send / past)4. The appliances _ in these special boxes. (pack / present)5. Unfortunately, the parcel _ somewhere in transit. (lose / past)6. A special award _ to the best employee. (give / present)7. These products _ all around the world. (sell / present)was brokenis scheduledwere sent are packedwas lostis given was placedKeyKeyare sold商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Complete each sentence with the correct form of a phrasal verb from the Complete each sentence with the correct form of a phrasal verb from the box.box.4turn out pick up on build on tune intoExample: A salesperson has to be able to _ a customers different needs and wants.1. Are you good at _ the subtle signals that people give?2. We had some success last year. Now we need to _ that this year.3. Our marketing campaign is _ to be a disaster!picking up onbuild onturning outtune intoKeyKey商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Complete the rewritten sentences using the given words.Complete the rewritten sentences using the given words.5Example: Sales have increased dramatically. (dramatic)There has been _.1. There has been exponential growth in the number of franchises. (exponentially)The number of _.2. Production fell catastrophically last year. (fall)There was _. 3. There was a steady increase in the number of complaints. (steadily)The number _.4. The companys fortunes have declined rapidly in recent years. (rapid)There has _.5. Profits dropped suddenly around March. (drop)There was _.franchises has grown exponentiallya catastrophic fall in production last yearof complaints increased steadilybeen a rapid decline in the companys fortunes in recent yearsa sudden drop in profits around Marcha dramatic increase in salesKeyKey商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案James Thompson grows organic vegetables. He used to sell (entirely / exclusively) to a large supermarket. One day, he had to request a (1) (delay / postponement) of a meeting with a buyer. The buyer arrogantly and rudely refused his (2) (request / demand). James felt angry at the supermarket and decided that he needed an (3) (unusual / alternative)sales outlet to make him more independent. He began to (4) (deliver / distribute) his vegetables door to door. That was 10 years ago and now the business has grown to 100 vans, 6 trucks, 35,000 boxes of vegetables a week, and 75,000 (5) (consumers / customers). Guy believes his business gives people what they really want(6) (nourishing / healthy), homegrown, tasty organic vegetables. His selling (7) (advantage / benefit) over supermarkets is speed and freshness.His vegetables are on the customers doorstep 24 to 48 hours after being harvested.Listen to your teacher and underline the correct options. Listen to your teacher and underline the correct options. 6KeyKeyScriptScript商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Role-play a conversation based on the following information.Role-play a conversation based on the following information.SPEAKINGConversation 1Conversation 1Student AYou are a salesperson with a lot of experience, especially in two specific types of sales. At various times, you have sold things door to door and you have sold things over the phone. With Student B, another experienced salesperson, discuss the advantages and disadvantages of different typesof sales jobs.Student BYou are a salesperson with a lot of experience, especially in two specific types of sales. At various times, you have sold things in the street and you have worked as a salesperson in a department store. With Student A, another experienced salesperson, discuss the advantages and disadvantages of different types of sales jobs.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案James Thompson grows organic vegetables. He used to sell exclusively to a large supermarket. One day, he had to request a postponement of a meeting with a buyer. The buyer arrogantly and rudely refused his request. James felt angry at the supermarket and decided that he needed an alternative sales outlet to make him more independent. He began to deliver his vegetables door to door. That was 10 years ago and now the business has grown to 100 vans, 6 trucks, 35,000 boxes of vegetables a week, and 75,000 customers. Guy believes his business gives people what they really wanthealthy, homegrown, tasty organic vegetables. His selling advantage over supermarkets is speed and freshness. His vegetables are on the customers doorstep 24 to 48 hours after being harvested.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案1. _: the attributes of a product or service that define it2. _: the value and advantages experienced by the customer3. _: a person or organization that may need or want to buy something4. _: the time in a salespersons day when he/she can talk with prospects5. _: a sign from a prospect that indicates he/she wants to make a purchase6. _: when a salesperson asks a prospect to make a commitment to buy ACTIVITY 2.1n Additional Activitiesbenefits buying signal close features money hours prospectMatch each sales term in the box with the correct definition.featuresprospectbenefitsmoney hours buying signal closeKeyKey1商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案In your notebook, write sample sentences illustratinghow these terms in the previous page are used. 2This model has some special new features.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案 ACTIVITY 2.2Read the notes on how to set up an interview by telephone. Use them as the basis for a paragraph to be included in a guide for trainee salespeople. Illustrate steps using sequence expressions such as first, next, then, after that, and finally.1In pairs, role-play a telemarketing phone call in which a salesperson tries to set up a meeting with a prospective customer.2商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案 ACTIVITY 2.3Write a description of the following pie chart, which shows the total retail sales for seven types of products in a large UK department store for 2006. Comment on the figures.1商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案In your notebook, draw a line graph, a pie chart, or a bar chart to illustrate the data in the following chart.2商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案 ACTIVITY 2.4Read and complete the sentences with the correct prepositions.KeyKey11. Door- _ -door selling is less common than it once was.2. Mail-order buying _ catalogs is still a popular way to shop.3. In direct-mail selling, the approach to the customer is _ mail.4. Telemarketing involves sales solicitation _ the telephone.5. Many products are sold through paid programming _ TV.tothroughbyonoverIn your notebook, write examples of products or services that are (or were) typically sold via each of the sales methods mentioned above.2商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案 ACTIVITY 2.5Complete the text with the verbs in the box.1Writing a Letter of Complaint1. _ your name, address, and home and work telephone numbers.2. _ your letter if possible. If it is handwritten, make sure it is neat and easy to read.3. _ your letter brief and to the point. Mention all the relevant information about your purchase, including the date and place where it was bought and any information about the product such as serial or model numbers.Type State Include Keep Avoid Save SendIncludeTypeKeepKeyKey商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案4. _ exactly what you want done concerning the problem and say how long you are willing to wait to have it resolved. Be reasonable.5. _ all documents relating to the problem but be sure to send copies, not originals.6. _ using an angry, sarcastic, or threatening tone. The person who reads it was probably not responsible for the problem but they may well be able to help you to resolve it.7. _ a copy of your letter for your records.Type State Include Keep Avoid Save SendSendStateAvoid SaveKeyKeyWrite a letter of complaint about a product or service following these guidelines.2商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案 ACTIVITY 2.6Booksandstuff.com invites its customers to write reviews of books they have bought and enjoyed. In your notebook, write a review of the following book using the notes as a guide.1In pairs, discuss the merits of books you have read in connection with your studies or work. Make recommendations about the best titles.2Title: How to SellAuthor: Robert AshtonPublisher: Hamilton Ryce Book layout: 6 parts each part divided into 8 to 12 sectionsUseful information: qualities of a good salespersonDefinitions of key terms: lots of examplesReading difficulty: language not difficult, information summarized clearlyHonesty: both positive and negative aspects of sales coveredRecommendation: Highly recommended商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案 Reading Resource ARead the text. Then complete the notes with the correct information Read the text. Then complete the notes with the correct information from the article.from the article.a In July 1977, a boycott was begun in the United States against the Swiss-based Nestl corporation. The boycottstill in effectsoon spread to other countries, particularly in Europe. Boycotters expressed concern about the companys marketing of powdered baby milk, particularly in less developed countries. Campaigners claim that by promoting the use of powdered formula instead of a mothers own milk, Nestl has contributed to the unnecessary death and suffering ofbabies, especially those living in poor economic conditions. Greenpeace, Friends of the Earth, and People and Planet are the organizations behind the Stop Esso campaign, a boycott of the oil company Esso (known as ExxonMobil in the USA). These organizations claim that Esso is harming the environment by not investing in renewable sources of energy, by denying the existence of global warming, and by undermining the Kyoto Protocol.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案 In September 2005, the Jyllands-Posten, a Danish newspaper, printed some cartoons that deeply offended many Muslims. In early 2006, there were protestssome of them violentin many countries followed by a boycott of all Danish goods. The company most affected was Arla, which sells dairy products and which is Denmarks biggest Middle East exporter. The boycott also affected other companies like Bang & Olufsen and Lego.Target of Target of BoycottBoycottReasons for BoycottReasons for Boycott1.2.3.Nestlmarketing of powdered baby milk in less developed countriesEsso (ExxonMobil)Jyllands-Posten newspaperpolicies and actions that harm the environmentpublishing cartoons that were offensive tomany MuslimsKeyKey商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案1. Nestl markets powdered baby milk in less developed countries. True False2. The Danish company most affected by the boycott was Bang & Olufsen. True False3. Some campaigners claim that Esso does not support the Kyoto Protocol. True False4. The largest Danish exporter to the Middle East is Arla. True False5. The boycott against Nestl started in Europe. True FalseRead the text again. Then read the sentences and mark Read the text again. Then read the sentences and mark them True or False.them True or False._bKeyKey_商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案In your notebook, write sentences about the boycotts using In your notebook, write sentences about the boycotts using phrases that express cause and effect. Use the expressions phrases that express cause and effect. Use the expressions in the box.in the box.c商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案 Reading Resource B Answer the questions.Answer the questions.1. What consumer protection agencies exist in your country?2. What services do they offer to the general public?a商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案1. _, and consumer protection are largely 20th-century concepts. Nowadays, people want assurances that what is sold to the public is of good quality. Buyers today are protected by consumer protection laws that regulate the methods and standards of manufacturers, advertisers, and sellers. These laws cover manufacturing and design, labeling and packaging, advertising, and selling methods.Read the article. Match each phrase in the box with the Read the article. Match each phrase in the box with the correct paragraph.correct paragraph.bProduct labels and packaging Questionable selling practicesThere have been cases of advertising Consumerism, consumer issuesThe products that are the most controlledConsumerism, consumer issues商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案2. _ by laws are food and drugs. Other products are controlled by various standards institutions. The best known of these in the United States is the American National Standards Institute.3. _ can be informative or be misleading. For most products, there are minimum labeling and packaging standards. Food and drugs are the most strictly regulated products.4. _ that presents misleading, inaccurate, or untruthful claims about products. In the United States, the Federal Trade Commission has the power to stop advertising that is considered misleading.5. _ are hard to regulate and control. Sometimes people feel pressured into making a purchase that they do not really want. In some countries, the law provides for a “cooling off” period in case the buyer has a change of heart. One rule that is enforced universally is the one that says that a product must be sold at its advertised price.KeyKeyThe products that are the most controlledProduct labels and packaging There have been cases of advertising Questionable selling practices商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Read the sentences. Check the ones that are true.Read the sentences. Check the ones that are true.cKeyKey1.The Federal Trade Commission can stop an advertisement that is inaccurate. _2.As a concept, consumer protection goes back hundreds of years. _3.Consumer protection laws regulate how things are made, advertised, and sold. _4.There are strict labeling and packaging standards for food and drugs. _5. In all countries, the law allows for a “cooling off” period. _商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案 Writing Resource AWriting a report about recent sales trendsSituationSituationYou work for a consultancy firm that provides detailed information about different aspects of sales in various markets. You have been asked to prepare a report. PreparationPreparation Choose ONE of the following products: flat-screen TVs lactose-free milk and dairy products cell phones for children bottled drinking water商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Sales Trends_ _ _ _ _Decide which product to write about. Look for information about sales Decide which product to write about. Look for information about sales trends and phenomena in your chosen product and make notes.trends and phenomena in your chosen product and make notes.A商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Now start to compose sentences outlining changes in the sales Now start to compose sentences outlining changes in the sales of your chosen product. Include information not justof your chosen product. Include information not justabout overall figures but also relevant details about how the about overall figures but also relevant details about how the numbers break down, for example, over differentnumbers break down, for example, over differentgeographical regions, over different sectors of society, between geographical regions, over different sectors of society, between male and female users, between users of differentmale and female users, between users of differentage groups, etc.age groups, etc.Include your own observations about these phenomena and Include your own observations about these phenomena and make predictions for what you think sales will be in themake predictions for what you think sales will be in thefuture. Along with your findings, present any relevant data in future. Along with your findings, present any relevant data in graphical form such as charts and graphs.graphical form such as charts and graphs.B商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案TipsTipsn Write in a formal register. Do not use contractions or colloquial expressions. n You can include technical language in your report because it will be read by people who are knowledgeable in this field.Write a first draft of your report. Check it and Write a first draft of your report. Check it and make corrections before writing out a final version.make corrections before writing out a final version.C商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案 Writing Resource BWriting a formal letter of complaintSituationSituationYou recently bought a product or received a service with which you are not satisfied. You wish to write a letter ofcomplaint to the Customer Services department of the company you dealt with.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案 Preparation Preparation Choose ONE of the following problems: Your bill for gas, water, electricity, etc. is four times the amount you expected. You believe the utility company has overcharged you. You bought a microwave oven but it only works if you set it to one minute. You took your car to be serviced but now your car runs worse than it did before you took it to the agency. You bought a product for removing stains from clothes but, instead of removing the stains, it makes them worse.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Product: _Notes: _ _ _ _ _ _ _ _Decide which product or service to write about and make preliminary Decide which product or service to write about and make preliminary notes about the content of your letter.notes about the content of your letter.A商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案TipsTipsn Write in a formal register. Do not use contractions or colloquial expressions.n The tone of your letter should be firm but polite. Remember, the person who first reads the letter is most probably not the person who is to blame and is probably not the person who can actually resolve your problem.Arrange your letter according to standard conventions of format and Arrange your letter according to standard conventions of format and layout. At the start of your letter, include the relevant addresses, the layout. At the start of your letter, include the relevant addresses, the date, and an appropriate salutation. End with a suitable signing off date, and an appropriate salutation. End with a suitable signing off phrase, your name, and your signature.phrase, your name, and your signature.CNow start to compose sentences. Be sure to state the problem clearly, Now start to compose sentences. Be sure to state the problem clearly, provide relevant details about when and where the product or service provide relevant details about when and where the product or service was purchased, and make clear what action you expect to be taken.was purchased, and make clear what action you expect to be taken.BWrite a first draft of your letter. Check it and make corrections before Write a first draft of your letter. Check it and make corrections before writing out a final version.writing out a final version.D商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Real conditionals in the futuren Grammar ResourceConditionConditionYes/noYes/no questions questions商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Wh-Wh- questions questionsReal conditionals describe future situations that are real or possible under certain circumstances. The if clause describes a condition, while the main clause describes a certain or probable result. The if clause can come first or second in the sentence. Ill talk to the IT team if I have time this week. If I have time this week, Ill talk to the design team. When the if clause comes first in a sentence, it is followed by a comma.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Complete the sentences with the correct form of the verb.Complete the sentences with the correct form of the verb. PRACTICE 1. If companies _ (think) carefully about their advertising, their share of the market _ (will increase) considerably.2. If marketing employees _ (design) a successful ad campaign, _ they _ (succeed) in selling their products?3. If a businessman _ (use) his own name as a brand, it _ (indicate) a desire to personalize his product. 4. If the store _ (locate) the goods in a prominent position, what _ (happen)? 5. If the company _ (start) a small and concentrated publicity campaign, it _ (be) more successful. 商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Word formsSome expressions used to describe trends can occur as nouns and adjectives or verbs and adverbs. Look at the sentences in the next page and note the changes in parts of speech.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Complete the columns with words or phrases to make a logical Complete the columns with words or phrases to make a logical sentence. Then use different sentences to describe the events in sentence. Then use different sentences to describe the events in the graph in the next page. the graph in the next page. PRACTICE 商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案1. _2. _3. _4. _5. _6. _7. _8. _商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Passive voice商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案The passive voice is used to give more emphasis to an action The passive voice is used to give more emphasis to an action rather than to the person or thing that performs the action. We use rather than to the person or thing that performs the action. We use the passive voice when the subject is less important, or when it is the passive voice when the subject is less important, or when it is implicitly understood or is not known. implicitly understood or is not known. Passive sentences usually sound more formal than active ones. Passive sentences usually sound more formal than active ones. The passive voice is commonly used in news reports, official The passive voice is commonly used in news reports, official documents, descriptions of processes, etc. documents, descriptions of processes, etc. The agent (doer of the action) may or may not be included in a The agent (doer of the action) may or may not be included in a passive voice sentence. If it is, it is introduced with passive voice sentence. If it is, it is introduced with byby. .商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Rewrite the sentences using the passive voice.Rewrite the sentences using the passive voice.PRACTICE 1 1. The committee selects the most competent candidate. _2. The planned merger prolongs the life of the company._3. We will market the new product as soon as we have a firm plan._4. The company bought the building in 1985 and expanded it to its present size._5. The director hired Jonas as a troubleshooter for the computer department._商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案Complete the sentences with the active or passive verb as needed.Complete the sentences with the active or passive verb as needed.PRACTICE 2 1. Organic retail outlets _ (pay) farmers a fair wage for their products.2. The idea of ethical trading _ (establish) to make sure producers get a decent return on their products.3. The difficulties between the employees _ (resolve) at a meeting.商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案商商务职场务职场英英语语 Unit 2 Unit 2 上海外上海外语语教教育出版社育出版社 含含课课后答案后答案LOGOLOGO此课件下载可自行编辑修改，供参考！此课件下载可自行编辑修改，供参考！感谢你的支持，我们会努力做得更好！感谢你的支持，我们会努力做得更好！