(
课件网) Unit 9 How can I serve you better Period 1 Listening & Speaking Warm-up A B Where are the people What are they doing Look at the picture and discuss two questions: Pre-listening broken oversized stain delay Listen and match the words with the pictures. Pre-listening 听力脚本 1.The plate I received is broken!It nearly cut my fingers! 2.The shoes I bought online are oversized. 3.There is a yellow stain on the shirt I bought yesterday. 4.We assure you there will be no delay in delivering your goods. 参考译文 1.我收到的盘子是碎的!差点割伤了我的手指! 2.我在网上买的这双鞋尺码太大了。 3.我昨天买的衬衫上有一块黄色污渍。 4.我们保证不会延误派送您的商品。 Pre-listening Discuss the following questions in groups. What after-sales problems have you experienced What do you do if you have an after-sales problem How would you deal with after-sales problems if you were the seller Pre-listening 参考译文 1.你曾经遇到过怎样的售后问题 2.如果你遇到了售后问题，你会怎么做 3.如果你是卖家，你会如何处理售后问题 参考答案 1.I once bought a dress online.But when I received it,I found it was thewrong colour./I bought an iPhone and its battery drained so fast! 2.Contact after-sales staff./Ask for a refund or replacement./Write a complaintletter. 3.If I were the seller,I would first comfort my customer,and then deal withthe problem according to our warranty policy as soon as possible. While-listening scarf department store throw away crash complaint letter Read the words and expressions. Guess what will happen. 围巾 百货商店 扔掉 （使）瘫痪 投诉信 While-listening Listen to the dialogue and check your guess. check your guess While-listening 参考答案 The dialogue is about after-sales problems and how to deal with them. 参考译文 亚历克斯：嗨，林雪。那是一条新围巾吗 林雪：是的，我昨天从一家百货商店里买的。 亚历克斯：非常适合你! 林雪：哦，谢谢你，亚历克斯。我也喜欢它，但我准备把它退掉了。 亚历克斯：为什么 它有什么问题吗 林雪：嗯，我昨天忘记检查了。它上面有一个洞。 亚历克斯：太糟糕了!你还留着发票吗 林雪：留着呢，幸好我没有扔掉它。你的手提电脑怎么样了 现在能正常工作了吗 亚历克斯：不行，还是会瘫痪。它快把我折磨疯了！ 林雪：你最好联系下售后服务部 亚历克斯：嗯，我也这么想。我会先写一封投诉信 林雪：好的。我要去百货商店退围巾了。再见！ While-listening Listen again and fill in the blanks. scarf hole department store return crashing customer service complaint letter While-listening Work in pairs and have a role play. Alex & Lin Xue Pay attention to: pronunciation of certain words; stress and intonation; fluency. Get well-prepared first! While-listening Work in groups and discuss: Suppose you were Alex. How would you write the complaint letter While-listening 1. Who said these words 2. What will the dialogue be about Would you like to exchange it Otherwise I’m afraid you have to pay the price difference. I’m not able to refund your money, according to our refund policy. Have you got the receipt Notes price difference 差价 tear ... ...
