资源简介

(共19张PPT)
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 划破
Read and guess:
While-listening
D. Have you got the receipt
C. I’m not able to refund your money, according to our refund policy.
B. Otherwise I’m afraid you have to pay the price difference.
A. Would you like to exchange it
C
D
A
B
Fill in the blanks with the given sentences.
Listen to the dialogue and check answers.
While-listening
参考译文
林雪：您好!我想退这条围巾。
售货员：您带发票了吗
林雪：嗯，给您。
售货员：请问您为什么想退这条围巾
林雪：我昨天刚买的。但回家后，我取出围巾发现上面有一个洞。
售货员：哦，似乎是被什么东西划破了。在这种情况下，根据我们的退换货政策，恐怕我不能给您退款。
林雪：什么 我买的时候它就是这样了。
售货员：抱歉给您造成了不便。您愿意换一条吗
林雪：嗯，我觉得可以接受。但我想换一个颜色。可以吗
售货员：只要价格是一样的就可以。不然恐怕您要补差价。
林雪：好的。
Post-listening
Activity time:
Marking criteria
1. Speak fluently & clearly.
2. Use words and expressions you’ve learnt today.
3. Follow the procedures.
4. Pay attention to the body language.
Students work in pairs.
Act as the customer & after-sales staff.
Prepare a role-play according to the procedures below.
Summary
A
What topic do we learn today
B
What are the new words and expressions
C
What kind of after-sales problems have you met
D
What are the procedures of after-sales service
E
Any questions
Homework
Each group of four search information about how to deal with after-sales problems properly.
Draw a mind map in terms of problems and possible solutions.
Share the information in the next class.
谢谢观看
Thank you

展开更多......

收起↑