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1、Unit 7,,,,,新職業(yè)英語,職業(yè)綜合英語 1 第 2 版,Contents,,,,,,,,Warm-1-1,Task 1 Complete the following survey form about campus canteens.,Warm-1-2,Task 2 Suppose you are the CEO of the Campus Canteen Corporation. According to the completed survey above, are your customers satisfied? How could you make impr

2、ovements?,Reading A,Reading A,Text,Task 1,Task 2,Business Know-how,Text A-1,I Really Want to Know Friday night I went off my diet. I dare say I deserved a good meal after losing the twenty pounds I gained from too many trips to Manhattan restaurants last year. My wife and I went to one of our favo

3、rite Houston restaurants to celebrate the successful conclusion of my diet.,Reading A,Text A-2,The food, as always, was wonderful. The service was even better than usual. I really would have given the restaurant top marks on every itembut I didnt. Why? Well see in a moment.,Reading A,Text A-3,It is

4、admirable for an organization to want to measure customer satisfaction. However, to do so correctly, the entire measurement process must be properly designed and implemented from start to finish. Proper questionnaire design is just the first step in the process. Equally as important is establishing

5、a process of gathering data which will obtain a representative sample of customers, and which keeps bias to a minimum. This is where many organizations fail. This is where this particular restaurant failed.,Reading A,Text A-4,After we had finished our coffee, the waiter brought over the check. With

6、the check was a brief customer satisfaction survey. One side of the questionnaire contained a note from the owner, beginning with the words “I really want to know”. The other side of the questionnaire contained a few standard measurement items and room for comments. What was a little different about

7、 this survey was that the questionnaire had already been filled out by the waiter. On a scale of “excellent”, “good”, and “needs improvement”, the waiter had drawn a line through all the “excellent” boxes.,Reading A,Text A-5,As much as I enjoyed the service, I was not about to deposit a questionnair

8、e that somebody else had completed into a ballot box. However, many people would return such a questionnaire without thinking twice.,Reading A,Text A-6,The owner of the restaurant is only fooling himself by keeping the current customer satisfaction measurement program in place. If he “really wants t

9、o know”, he would be better off asking someone to hand out postage-paid questionnaires to people as they left the restaurant.,Reading A,Text A-7,If you have a customer satisfaction measurement program in place, or if you are thinking of implementing one, we urge you to give as much attention to the

10、distribution and collection process as you do to the questionnaire design.,Reading A,A-Trans-1,Reading A,我真的很想知道 周五晚上我結(jié)束了節(jié)食。把去年因常去曼哈頓的餐館吃飯而增加的20磅減掉之后，我敢說我該理直氣壯地美餐一頓了。為了慶祝節(jié)食成功，我和太太去了休斯頓一家我們最喜歡的餐館。,A-Trans-2,飯菜與往常一樣，味道好極了，服務(wù)比平常還要好。我真想給這家餐館的每個(gè)項(xiàng)目都打最高分，但我沒有。為什么？一會兒我們就知道了。,Reading A,A-Trans-3,一家公司想度量一下顧

11、客滿意度是件好事。但是，要想把這件事做好，整個(gè)度量過程必須妥善設(shè)計(jì)，并自始至終完整地實(shí)施。合理設(shè)計(jì)調(diào)查問卷僅僅是這個(gè)過程的第一步。為了能夠從顧客那里獲得代表性的數(shù)據(jù)樣本，并將偏見降到最低，建立數(shù)據(jù)搜集程序也同樣重要。許多公司卻未能做到這一點(diǎn)，而這也正是這家餐館的失敗之處。,Reading A,A-Trans-4,話說我們喝完咖啡之后，侍者拿來了賬單。與賬單附在一起的，還有一份簡要的顧客滿意度調(diào)查問卷。問卷的一面是餐館老板的一份說明，開頭寫著“我真的很想知道”；另一面是一些標(biāo)準(zhǔn)的測量項(xiàng)目，以及顧客填寫意見的空白處。有一點(diǎn)不同的是，這份調(diào)查問卷已經(jīng)由侍者填完了。在“很好”、“好”和“有待提高”三個(gè)

12、級別上，侍者已經(jīng)在所有“很好”的方框內(nèi)劃了一條線。,Reading A,A-Trans-5,盡管我很滿意這家餐館的服務(wù)，我也不打算把一份已由別人完成了的調(diào)查問卷放到意見箱里。然而，很多人卻會不假思索就將這種問卷交回。,Reading A,A-Trans-6,如此進(jìn)行顧客滿意度調(diào)查，這家餐館的老板只是在愚弄自己罷了。如果他“真的很想知道”，在顧客離開時(shí)，讓人給他們分發(fā)一些郵資已付的調(diào)查問卷，會對他更有好處。,Reading A,A-Trans-7,如果你正在進(jìn)行或者正打算進(jìn)行顧客滿意度調(diào)查，我們強(qiáng)烈建議你除了注重問卷的設(shè)計(jì)外，也要特別注意問卷的發(fā)放和回收過程。,Reading A,to stop

13、,Reading A,go off,e.g. He went off driving after the accident.,e.g. Youve been working all the morningI think you deserve a rest.,Reading A,deserve,v. to have earned something by good or bad actions or behavior,e.g. Last week I gained another five pounds.,Reading A,gain,v. to increase in weight,

14、speed, height or value,e.g. This essay is admirable in all respects.,Reading A,admirable,a. having many good qualities that people respect and admire,e.g. Education shouldnt be measured only by examination results.,Reading A,measure,v. to judge the importance or value of something,e.g. It was the w

15、orst day in my entire life.,Reading A,entire,a. whole; complete,e.g. We have decided to implement the presidents suggestion in full.,Reading A,implement,v. to take action or put into practice,e.g. 1. My grandfather established the family business in 1938. 2. The relationships between the two co

16、mpanies were established two years ago.,Reading A,establish,v. to start; to set up,v. to get something especially by means of effort,Reading A,obtain,e.g. We wish to obtain first-hand information.,e.g. They have conducted a research in this particular field.,Reading A,particular,a. unusual, singl

17、e and different from others,n. a general examination or study (of conditions, opinions, etc.), especially carried out by asking people questions,Reading A,survey,e.g. A recent survey shows that many teenagers spend three hours a day playing computer games.,n. opinion given briefly in speech or wri

18、ting about something or someone,Reading A,comment,e.g. Do you have any comments to make upon my story?,to complete (a form) by answering the questions in the spaces provided,Reading A,fill out,e.g. Could you fill out this application form quickly?,v. to put something down in a particular place; to

19、put money or something valuable in a bank or other places where it will be safe,Reading A,deposit,e.g. 1. She deposited her case in the corner. 2. You are advised to deposit your valuables in the hotel safe.,to think very carefully about something,Reading A,think twice,e.g. The teacher advised h

20、im to think twice before deciding to quit school.,in existence and ready to be used,Reading A,in place,e.g. The new regulations are now in place.,to give something to each member of a group,Reading A,hand out,e.g. Could you start handing these books out, please?,v. to strongly advise someone to do s

21、omething,Reading A,urge,e.g. Brown urged her to reconsider his decision.,n. the act of sharing things among a large group of people in a planned way,Reading A,distribution,e.g. The distribution of the food supplies in the earthquake area began two days ago.,A-Task 1-1,Task 1 Answer the following qu

22、estions according to the passage.,,Where does the writer most probably live? 2. Why did the man and his wife go to their favorite restaurant for dinner? 3. Why is the process of gathering data important for customer satisfaction measurement?,Houston.,Because they wanted to celebrate the succ

23、essful conclusion of his diet.,Because it helps to obtain a representative sample of customers and keep bias to a minimum.,Reading A,A-Task 1-2,,4. What did the owners note in the questionnaire begin with? 5. In order to successfully measure customer satisfaction, what should an organization pay m

24、uch attention to?,It began with the words “I really want to know”.,It should pay much attention to the distribution and collection process.,Reading A,A-Task 2,Task 2 Decide whether the following statements are true (T) or false (F) according to the passage.,,Reading A,( ) 1. The writer was not

25、satisfied with the meal of the restaurant. ( ) 2. Establishing a process of gathering data is as important as proper questionnaire design for customer satisfaction measurement. ( ) 3. The owner of the restaurant didnt really want to measure customer satisfaction. ( ) 4. The writer h

26、adnt intended to fill in the blank questionnaire. ( ) 5. The writer thought postage-paid questionnaires would be a good way to measure customer satisfaction.,F,T,T,F,T,Business Know-how,Conducting a Survey, Establish the goals of the projectwhat to learn; Determine what people are targeted a

27、nd how many are to be interviewed; Choose how to interview (face to face, telephone, etc.); Design the questionnaire; Pretest the questionnaire, if practical; Conduct interviews and collect data; Analyze the dataproduce the findings.,Reading B,Reading B,Text,Task 1,Task 2,Text B-1,Reading B,,Apple

28、Care+ for iPhone,Every iPhone comes with a years warranty. The warranty guarantees the hardware for a full year and includes up to 90 days support. AppleCare+ extends the warranty to two years from the original date of purchase and includes two incidents of accidental damage, each subject to a $79 s

29、ervice fee plus applicable tax.,Text B-2,Reading B,One stop for technical support AppleCare+ provides one-stop service and support from Apple experts including: Direct access to Apple experts; Repairs by mail: mail in your iPhone using a prepaid shipping box provided by Apple; Repairs in store:

30、Take your iPhone to an Apple Retail Store or other Apple Authorized Service Provider; Express Replacement Service.,Text B-2,Reading B,Software support included With AppleCare+, Apple experts can help issues with your iPhone including: Connecting to wireless networks; Using Apple-branded iPhone a

31、pps such as Mail and Calendar.,Apple hardware cover AppleCare+ provides repair or replacement cover, both parts and labor, from Apple-authorized technicians, including: iPhone; Battery; Included earphones and accessories.,Text B-2,Reading B,Important notes 1. AppleCare+ should be purchased within

32、 30 days of the date you bought your new iPhone. After 30 days, AppleCare+ may be purchased at an Apple Retail Store or through an Apple Care Contact Center. 2. To buy AppleCare+ at an Apple Retail Store, a specialist will first need to verify your iPhone purchase date and confirm that your iPh

33、one has no pre-existing damage. 3. To buy AppleCare+ from an AppleCare Contact Center, you will be required to verify your purchase date and run a diagnostic to confirm that your iPhone has no pre-existing damage.,B-Trans-1,Reading B,蘋果手機(jī)延保服務(wù),每部蘋果手機(jī)均可享有一年的硬件保修服務(wù)和長達(dá)90天的免費(fèi)技術(shù)支持。購買了蘋果手機(jī)延保服務(wù)的手機(jī)可以將保修時(shí)限延

34、長到購機(jī)起兩年之內(nèi)，還可獲得多達(dá)兩次的意外損壞保修服務(wù)。該項(xiàng)維修每次需要收取79美元和相應(yīng)的稅金。,B-Trans-1,Reading B,一站式技術(shù)支持 蘋果手機(jī)延保服務(wù)可以提供蘋果公司技術(shù)專家一站式服務(wù)和技術(shù)支持， 包括： 直接獲得蘋果公司技術(shù)專家的幫助； 郵寄維修：用蘋果公司提供的郵資已付郵包將你的報(bào)修手機(jī)郵寄給蘋果 公司維修； 用戶送修：將你的蘋果手機(jī)帶至蘋果零售店或蘋果授權(quán)服務(wù)提供商處維 修； 特快更換服務(wù)。,B-Trans-2,Reading B,蘋果硬件保修 蘋果手機(jī)延保服務(wù)提供由蘋果公司授權(quán)技術(shù)人員進(jìn)行的維修或更換服務(wù)，涵蓋部件和人工費(fèi)，包括： 手機(jī)； 電池； 原配耳機(jī)和配件。

35、 蘋果自帶軟件技術(shù)支持 在蘋果手機(jī)延保服務(wù)條件下，蘋果公司技術(shù)專家可以幫你解決手機(jī)的疑難問題，包括： 連接到無線網(wǎng)絡(luò)； 使用郵件和日歷等蘋果品牌的手機(jī)應(yīng)用程序。,B-Trans-2,Reading B,重要提示 1蘋果手機(jī)延保服務(wù)須在購買手機(jī)之日起 30 天內(nèi)購買。如果在購買 手機(jī)時(shí)沒有選購蘋果手機(jī)延保服務(wù)，你仍可前往蘋果零售店或致電 蘋果手機(jī)延保服務(wù)聯(lián)系中心進(jìn)行購買。 2在蘋果零售店購買蘋果手機(jī)延保服務(wù)，專家需要先核實(shí)你的購機(jī)日 期，并確認(rèn)手機(jī)之前無任何損壞。 3如果致電蘋果手機(jī)延保服務(wù)聯(lián)系中心進(jìn)行購買，你需要先通過購買 日期驗(yàn)證，并運(yùn)行診斷程序以確認(rèn)你的手機(jī)之前無任何損壞。,B-Task

36、1,Reading B,,Task 1 Decide whether the following statements are true (T) or false (F) according to the warranty.,,,,,,B-Task 2,,,Reading B,Task 2 Surf the official website of Apple and find answers to the following customers questions.,How much will my in-warranty service cost? Answer: Warranty serv

37、ice for eligible repairs is available ___________ for ___________ months from the date of purchase. What types of damage are not covered by my warranty? Answer: Apples Limited Warranty for iPhone excludes coverage for damage resulting from ___________, disassembly, unauthorized ___________ and una

38、uthorized modifications. Can I extend service coverage on my iPhone beyond the warranty? Answer: AppleCare+ extends the warranty to ___________ years from the original date of purchase and includes ___________ incidents of accidental damage from handling, each subject to a ___________ service fee

39、plus applicable tax.,A,B,C,at no charge,twelve,accident,service,two,two,$79,Listening,Task 1,Task 2,Task 3,Task 4,Task 5,Listening our work cannot be done without computers. Our work has been affected . W: Sorry, sir. We promise . M: What if we dont get it by then? Our manager yo

40、ur service. This is our first order, and things like this shouldnt have happened. W: I fully understand your position at this moment. . I do hope this incident wont affect our future business relations. M: Well, I hope so.,,should have reached you,because of the delay,,youll get it nex

41、t Monday,,isnt satisfied with,,This will,never happen again,,,Listening Refer to the sample on Page 106; To do a research and then analyze the data collected; In-class presentation.,Language Lab,Language Lab,Task 1,Task 2,Task 3,Task 4,Task 5,LL-Task 1,Language Lab,Task 1 Match the words or phrases

42、 on the left with their meanings on the right.,,A. have an increase in B. in existence and ready to be used C. have earned something by good or bad actions or behavior D. strongly advise someone to do something E. take action or put into practice F. opinion given briefly in speech or writing a

43、bout something or someone G. set up; start H. a general examination or study (of conditions, opinions, etc.), especially carried out by asking people questions I. unusual, single and different from others J. whole; complete,( ) 1. deserve ( ) 2. entire ( ) 3. survey ( ) 4. gain ( ) 5. particular (

44、 ) 6. urge ( ) 7. comment ( ) 8. implement ( ) 9. establish ( ) 10. in place,C,J,H,A,I,D,F,E,G,B,LL-Task 2,Language Lab,Task 2 Complete the sentences with the following words or phrases. Change the form if necessary.,,After Tom passed his driving test, he ________ an application for his drivers l

45、icense. 2. Mary and I have __________ cooking, so we live on salads these days. 3. If I were you, Id __________ before investing the money in that business. 4. He had read the novel himself, and made quite a few __________ on it. 5. The committees suggestion will be _______ __ once the president gi

46、ves the permission.,filled out,gone off,think twice,comments,implemented,comment think twice implement go off fill out,LL-Task 3-1,Language Lab,,Task 3 Rewrite the following sentences after the models.,,Model 1: An organization wants to measure customer satisfaction. That is admirable. It i

47、s admirable for an organization to want to measure customer satisfaction. 1. I will translate this article. That will be difficult. It will be difficult for me to translate this article. 2. The policeman has explained to him what had happened. That is necessary. It is necessary for the police

48、man to have explained to him what had happened. 3. The lost children will find their way home. That wont be possible. It wont be possible for the lost children to find their way home.,,,,LL-Task 3-2,Language Lab,,,Model 2: One side of the questionnaire contained a note from the owner. The note beg

49、an with the words “I really want to know”. One side of the questionnaire contained a note from the owner, beginning with the words “I really want to know”. It rained for two weeks continuously. That completely ruined our holiday. It rained for two weeks continuously, completely ruin

50、ing our holiday. 2. They came into the office. They were singing and laughing. They came into the office, singing and laughing. 3. The secretary worked late into the night. She was preparing a long speech for the manager. The secretary worked late into the night, preparing a long speech for the

51、 manager.,,,,,LL-Task 4-1,Language Lab,Task 4 Choose the best answers to complete the following passage.,,Who was it that said“The customer is always right”? Maybe the customer isnt always right, but if you want to keep them, make sure they like you. Run your eyes down the following list and see

52、how many you can tick off: * We always have a 1 smile for every customer. * We are warm and 2 to all customers. * We listen carefully and make it obvious that were listening. * We give the impression that we care and are 3 in the customers. * We understand problems and complaints and 4

53、quickly. * We occasionally do something to pleasantly 5 the customers. * We always keep our 6 . * We give the impression that were fun to 7 .,LL-Task 4-2,Language Lab,,* We treat the customers the way they want 8 , not the way we want them to be treated. How well did you do? If youve go

54、t a lot of ticks, then you probably have lots of customers who like you. Run your eyes down that list again and 9 the word “customers” with the words “employees” or “staff colleagues”. How many ticks did you get this time? Lots of ticks mean your staff like you and it probably follows that your cu

55、stomers do 10 . ( ) 1. A. same B. different C. real D. false ( ) 2. A. excited B. friendly C. eager D. nervous ( ) 3. A. engaged B. involved C. busy D. interested ( ) 4. A. forget B. reply C. change D. leave ( ) 5. A. surprise B. frighten C. cheat D. educate ( ) 6.

56、 A. notes B. promises C. goods D. money ( ) 7. A. fight back B. compare with C. quarrel with D. deal with ( ) 8. A. to treat B. treated C. to be treated D. being treated ( ) 9. A. replace B. change C. take D. use ( )10.A. neither B. as well as C. either D. as well,C,B,D,

57、B,B,D,A,D,A,C,LL-Task 5-1,Language Lab,Task 5 Translate the following into English using the given words or phrases.,,1. 這個(gè)問題值得認(rèn)真考慮。(deserve) This question deserves careful consideration. 2. 我認(rèn)為她的體重在增加。(gain) I think shes gaining weight. 3. 盡管我很不喜歡，但今晚我必須呆在家里學(xué)習(xí)。(as much as) As much as I hate to d

58、o it, I must stay home and study tonight. 4. 他從未按時(shí)完成過一個(gè)項(xiàng)目。(complete) He has never completed a project on time.,LL-Task 5-2,Language Lab,,5. 他們敦促我們給予支持。(urge) They urged us to give our support. 6. 如果你發(fā)現(xiàn)這部手機(jī)有問題，可以要求退款。(defect) You can ask for a refund if you find any defects in this mobile phone. 7. 經(jīng)理授權(quán)我在他出差期間代表他行事。(authorize) The manager authorized me to act for him while he was on business. 8. 他自己出錢印他的書。(at ones expense) He had his book printed at his own expense.,Thank you!,,,,,新職業(yè)英語,Thank You!,