新航标职业英语综合英语预备级学生用书Unit5.docx

新航标职业英语综合英语预备级学生用书Unit5.docx

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新航标职业英语综合英语预备级学生用书Unit5

Unit5SalesandCustomerService

Background

1.Customer

Customeristheprovisionoftocustomersbefore,duringandafterapurchase.Theimportanceofcustomermayvarybyproductor,industryandcustomer.Thefollowingaretwocommonformsofcustomer:

Customersupport.Itistoassistcustomersinmakingcosteffectiveandcorrectuseofaproduct,includingassistanceinplanning,installation,training,troubleshooting,maintenanceanddisposalofaproduct.

Automatedcustomer.Customermaybeprovidedbyapersonsuchassalesandrepresentatives,orbyautomatedmeans,suchasInternetsites.Anadvantagewithautomatedmeansisanincreasedabilitytoprovide24-hoursaday.

2.Garagesale

Garagesaleisaninformal,irregularlyscheduledeventforthesaleofusedgoodsbyprivateindividuals,inwhichsellersarenotrequiredtoobtainbusinesslicensesorcollectsalestax.Popularmotivationsforagaragesaleare“springcleaning”,moving,orearnextramoney.

Staples（主要产品）ofgaragesalesincludeoldclothing,books,toys,householdknickknacks（小摆设，小玩意儿）,lawnandgardentools,sportsequipment,andboardgames.Largeritemslikefurnitureandoccasionallyhomeappliancesarealsosold.

Suggestedteachingplan

Items

Objectives

SuggestedTime

GettingReady

TolearnhowtodescribegraphsinEnglish.

10min.

TextA

Togetageneralideaaboutbeingarealtorandhowharditistostartacareer

Tomastertheimportantexpressionsandstructuresinthetextandbeabletoapplytheminpractice

80min.

LanguageFocus

TohaveagoodcommandofthecorevocabularyandstructuresinTextA

Tolearntousequantifiers

45min.

TextB

Tohaveanoverviewofwhythecustomersisalwaysright

45min.

VocationalFocus

Tolearntodealwithcomplaintsfromcustomers

90min.

SkillFocus

—ListeningandSpeaking

TolearnthedifferencesbetweensomesimilarsoundsinEnglish

Topracticeyourspeakingskills

45min.

SkillFocus

—PracticalWriting

Toconsolidatetheuseofquantifiers

40min.

PracticalLearning

Togetfamiliarwitheffectivemarketingstrategies

5min.

GettingReady

1.HavethestudentslookattheVocationalNoteandgetfamiliarwiththeexpressionstodescribegraphs.（2min.）

2.Havethestudentsmatchthegraphswiththeexpressionsontheirown.（3min.）

3.Checktheiranswersandexplainthedifficultpointsifnecessary.（5min.）

KeytoGettingReady

1.—（b）2.—（c）3.—（f）4.—（h）5.—（d）6.—（g）7.—（a）8.—（e）9.—（i）10.—（j）

TextA

1.Havethestudentsfirstlistentotherecordingofthenewwordsandexpressions,andthenhavethemreadthemaloudandgetfamiliarwiththeirmeanings.（10min.）

2.Havethestudentslistentotherecordingofthetext,andreadthetextmorecarefullyanddotheexercisein“Understandingyourreading”.（25min.）

3.Havethestudentschecktheiranswerswitheachotherandthenasksomestudentstogivetheirfinalanswer.（10min.）

4.Ensurethestudentshaveadeepunderstandingofthetextbyexplainingthelanguagepoints.Iftimepermits,havethestudentspracticeusingthembycomposingnewsentences.（25min.）

5.Afteranin-depthreadingofthetext,havethestudentsthinkaboutwhattheyhavelearnedfromthetext.（10min.）

KeytoTextAExercise

1.F2.F3.F4.F5.T

LanguagePoints

Paragraph1

figureout…解决……，找出……；弄清楚，弄明白

Ican’tfigureouthowtodothis.我弄不懂怎样做这件事。

Ican’tfigureouthowmuchmoneyIowehim.我算不出欠他多少钱。

Wecan’tfigureherout.我们摸不透她。

Paragraph2

passaway去世；消失，消逝

Hismotherpassedawaylastyear.他母亲去年去世了。

Wewereshockedtolearnofhispassingaway.我们惊悉他不幸逝世。

Allthetroublewillpassaway.这一切困难都将结束。

Paragraph3

belongto…属于……；是……的成员（不用于被动语态和进行时态）

Whodoesthiswatchbelongto?

这块手表是谁的？

Haveyoueverbelongedtoanyprofessionalassociations?

你加入过什么专业学会吗？

Paragraph4

1.cancelv.取消，撤销

Allflightshavebeencancelledbecauseofbadweather.因天气恶劣，所有航班均被取消。

Isittoolatetocancelmyorder?

我现在取消订单是不是太晚了？

2.dreadfula.可怕的，使人痛苦的；讨厌的，令人不快的

Iwitnessedadreadfulaccident.我目睹了一起可怕的事故。

Whatdreadfulweather!

多么讨厌的天气！

3.dealwith…处理……，解决……，与……打交道；涉及

Hisjobistodealwithcomplaints.他的工作是处理投诉。

Heisgoodatdealingwithpressure.他善于应付压力。

Herpoemsoftendealwiththesubjectofdeath.她的诗经常涉及死亡这一主题。

4.dreadn.恐惧，令人惧怕的事物

Theprospectofgrowingoldfillsmewithdread.想到人会一天天老下去便使我充满恐惧。

Mygreatestdreadisthatmyparentswillfindout.我最担心的就是父母会察觉出来。

Paragraph5

1.dueto…由于……，因为……

Theteam’ssuccesswaslargelyduetoherefforts.这个队的成功在很大程度上是她努力的结果。

Mostoftheproblemswereduetohumanerror.多数问题都是人为错误造成的。

【拓展】duea.预定，预期；到期

TomisduetostartschoolinSeptember.汤姆九月份就要开始上学了。

Thenexttrainisdueinfiveminutes.下一班火车预计在五分钟后到达。

Thepaymentisdueon1October.付款期限为10月1日。

2.stumblev.蹒跚，踌躇；绊脚

Wewerestumblingaroundinthedarklookingforacandle.　黑暗中，我们东跌西撞地找蜡烛。

Thechildstumbledandfell.孩子绊了一下，摔倒了。

3.torturen.&v.折磨，（使）痛苦；拷问

Theinterviewwassheertorturefromstarttofinish.这次面试从头至尾使人备受煎熬。

Hisconfessionwasmadeundertorture.他被屈打成招。

Hespenthislifetorturedbythememoriesofhischildhood.童年的记忆使他痛苦了一辈子。

Manyoftherebelswerecapturedandtorturedbysecretpolice.反叛者中许多人被捕并遭受到秘密警察的酷刑。

Paragraph6

bewornout疲惫不堪；破旧不堪

Theshoesarewornout.这双鞋破得不能再穿了。

Afterthegame,hewaswornout.比赛后他筋疲力尽。

【拓展】wearsth.out穿破，磨损

Heworeouttwopairsofshoeslastyear.去年他穿坏了两双鞋。

wearsb.out使疲乏，使筋疲力尽

Thekidshavetotallywornmeout.孩子们简直把我烦透了。

Youwillwearyourselfoutifyoucarryonworkingsohard.你要是继续这样拼命工作，身体会吃不消的。

Paragraph8

1.payoff…付清……，偿清……

Wepaidoffourmortgageafter15years.我们历经15年的时间还清了抵押贷款。

IneedtopayoffallmydebtsbeforeIgoabroad.我得在出国之前偿清所有债务。

2.payback偿还，还钱

Iwillpayyoubacknextweek.我下周把钱还给你。

Youcanpaybacktheloanoveraperiodofthreeyears.你可以在三年分期还贷款。

LanguageFocus

AFocusthestudents’attentiononthethreegroupsofwordsbydiscussingthedifferencesamongthethreeorfourwordsineachgroup.Havesomestudentsreadeachgroupofsentencesaloudandmakesuretheyunderstandtheirmeanings.（5min.）

BHavethestudentsfinishExerciseBinpairs.OnestudentsreadsawordinColumnAaloudwhiletheotherchoosestheproperwordorexpressionthatagreeswithitfromColumnB.（3min.）

CHavethestudentslookthroughthegivenvocabulary,andhavethemcompletethesentencesindividuallyandchecktheiranswersinpairs.Thenhavesomeofthestudentsreadthesentencealoudonebyone.（5min.）

Da.Havethestudentslookbackatthestructures“so…that…”and“orelse”inTextA.Elicitsomeideasabouttheusageandmeaningofthestructures.

b.Havethestudentscomposesentenceswiththegivenwords.Thenhavethemtaketurnstoreadthesentences,makingcorrectionsifnecessary.

（7min.）

EHavethestudentsworkindividuallyorinpairs.ChecktheirE-Ctranslationorally.（5min.）

KeytoLanguageFocus

A

1.a.excitingb.excitedc.excitementd.excite

2.a.interestsb.interestingc.interested

3.a.surprisingb.surprisedc.surprise

B

1.b2.e3.c4.a5.d

C

1.fellthrough2.Payoff3.rewarding4.thinkbig

5.atonce6.waswornout7.overheard8.transactions

D

1.a.Theproductionprogramwassoorganizedthatweallagreedwithit.

b.Mrs.Stevenswassoangrythatshewantedtocancelherlisting.

2.a.Hurryup,orelseyou’llbelatefortheflight.

b.Theywon’tbecomingback,orelsetheywouldhavecalled.

E

1.他们退休在家，喜欢逛车库甩卖会。

2.欧文斯先生没有想到他会是我的第一位客户。

3.那次可怕的经历让我领教了与不同的客户打交道有多难。

4.随着时间的流逝，我早先对于房地产的兴奋变成了恐惧。

5.如果遇到困难我就放弃了的话，我就不可能一次性还清我所有的助学贷款。

Grammar

Quantifiers

Discussthebasicconceptandusageofquantifiers.（10min.）

Exercise

1.Havethestudentsfillinthegapsontheirown.（4min.）

2.Checktheiranswersandasksomestudentstoreadthedialoguealoud.（6min.）

KeytoGrammarExercise

1.several2.many3.lotsof4.toomany5.all

6.solittle7.any8.plenty9.lotsof

10.afew11.alittlebit12.some13.enough14.liters15.lotsof16.lotsandlots17.any18.alittle19.lotsof20.afew

TextB

1.Havethestudentsgothroughthenewwordsandexpressionsfollowingthetext.Thenlistentotherecordingofthenewwordsandexpressions.（15min.）

2.Havethestudentslistentotherecordingofthetext,andthenhavethemreadthetextanddiscusswhattheyfinddifficulttounderstand.（25min.）

3.Havethestudentsthinkabouttheimportanceofcustomersinreality.（5min.）

VocationalFocus

CustomerService

Havethestudentslearntodealwithcustomercomplaints.（90min.）

InformationforReference

Goodcustomer

Goodcustomeristhelifebloodofanybusiness.Tohavegoodcustomer,thefollowingrulesshouldbefollowed:

1.Getcallforwardingorananswering.Hirestaffifyouneedto.Makesurethatsomeoneispickingupthephonewhensomeonecallsyourbusiness.

2.Keepyourpromises.Reliabilityisoneofthekeystoanygoodrelationship,andgoodcustomerisnoexception.Ifyousay,”YournewfurniturewillbedeliveredonTuesday”,makesureitisdeliveredonTuesday.Otherwise,don’tsayit.

3.Letyourcustomertalkandshowhimthatyouarelisteningbymakingappropriateresponses.Fromacustomer’sview,itisveryexasperatingtellingsomeonewhatyouwantorwhatyourproblemisandthendiscoveringthatthatpersonhasn’tbeenpayingattention.

4.Complaintscanbecomeopportunitiesifproperlydealtwith.Ifyougivethecomplaintyourattention,youmaybeabletopleasethisonepersonthistimeandpositionyourbusinesstoreapthebenefitsofgoodcustomer.

5.Behelpful,evenifthereisnoimmediateprofitinit.

6.Trainyourstaff.Trainyourstafftobealwayshelpful,courteous