(
课件网) Unit 9 How can I serve you better Period 3 Extended Activities Warm-up A B What factors will influence the result of after-sales service In what kind of situation will a customer’s request be refused Discuss in groups and share your ideas! Listening Read the form and learn new expressions. New expressions: date of purchase 购买日期 damage 损坏 battery 电池 coating 涂层 demand 诉求 Listening Listen to the audio and catch the topic. Listen again and take notes. 10 months ago √ lasts for less than 4 hours, turns off automatically with 30% battery 3 months ago broken √ √ √ Customer A: My father bought this smart phone for me 10 months ago as a birthday present. It worked well at first, but over the last six months, something has gone wrong with the battery. It used to work for a whole day if fully charged, but now it lasts for less than four hours. And when the battery reaches 30%, it turns off automatically. It has caused me a lot of inconvenience, so I would like a free battery replacement. Customer B: I bought this mobile phone three months ago. It’s really nice, and I like it very much. However, I accidentally dropped it on the ground yesterday, and the screen is now broken. I went to a maintenance shop, and was told that a new screen would cost 600 yuan! That’s too much—as a student I can’t afford it. I have the receipt, and I presume the phone is still under warranty. So I hope you will be able to replace the cracked screen with a new one for me. Listening Read and underline keywords. Listen and imitate. Retell the information using your own words. Reading date of purchase problem receipt maintenance fee Group discussion: What factors should be considered in after-sales service After-sales service …… Reading Student A Read the warranty policy. Student B Fill in blanks of the chart. Pair work Ask & Answer Qs Warranty Policy The new phone and its accessoriesare covered by a seven-day unconditionalrefund guarantee.Free repair or replacementis available for one year from the date ofpurchase. Certain maintenance costs will becharged after the warranty period. This warranty does not apply to productswhich are not from our company,or to anydamage caused by accident or misuse. *Please keep the receipt for your records. Reading 参考译文 保修政策 新手机及其附件均享受七天无条件退款。自购买之日起一年内，可享受免费维修和替换。保修期过后，将收取一定的维修费用。 本保修条例不适用于非本公司的产品，或因意外、不当使用造成的损坏。 *请妥善保管您的发票。 Reading unconditional refund free repair/ replacement products not from our company damage caused by accident/ misuse warranty period Check your answers in the chart. Discussion Step 1 Step 2 Step 3 Compare customers’ demands and warranty policy. Discuss and decide which customer’s demand can be met. Prepare a short presentation. Discussion Presentation format Make your choice and give your reasons. Discussion 参考答案 A sample reply to Cu ... ...
