Unit21After-saleServicesListeningSpeakingBusiness
ReadingGrammarPracticeExercisesHomeworkUnit21A
fter-saleServicesListening（A)1.I’mreallyquiteimpressed
byyourproduct.2.Aretheyallequippedtoproducerepairse
rvice?3.Ifanytroublearises,wecandealwithitpromptly.
4.Withinthewarrantyperiods,allrepairsarefree.5.Allre
pairsarebilledatcost.Mr.Brown:I’mreallyquiteimpressed
byyourproduct.Butwehavesomequestion
sabout1services.MissLi:I’mgl
adyouaskedaboutthat.Pleasetakea2
atourorganizationchart.Mr.Brown:Hmm.Iseeyou
haveseveral3offices
inchina.Aretheyallequippedtoproducerepair
service?MissLi:Yes,fully4
engineersstaffeachoffice.Ifan
ytroublearises,wecandealwithitpromptly.
Repairstakea5of10days.
Mr.Brown:6isthewarranty?M
issLi:Themainmechanismcarriesa7
warranty.Withinthewarranty
periods,allrepairsarefree.Mr.Brown
:Whataboutafterthewarranty8?M
issLi:Allrepairsarebilledatcost.after-salelook
regionaltrainedmaximumListening（B)Howlongthree-yearexpir
ationListening（C)●Doesthecompanyhavetheorganization
chart?●Areregionalofficesequippedtoproducerepairservic
e?●Arethestaffsneededtobetrained?●Howlongisthewar
ranty?●Withinthewarrantyperiods,areallrepairsfree?Th
emainmechanismcarriesathree-yearwarranty.Yes.Yes.Yes.
Yes.Situation：A是洗衣机产品的买主，B是生产厂家。A为产品的维修担心，正与B就产品的售后服务事宜进行商谈。（
NowA,thebuyeroftheproductofwashingmachine,isworrying
aboutthemaintenanceoftheproductandtalkingwithB,these
ller,abouttheafter-saleservice.）Thefollowingmaybeusefu
l:I’mstillworryingaboutthemaintenance(维护)andrepair.We
havesetupaservicecenterinyourcity.Wehavemanyqualified
technicians.Wehaveworkedwonderfullysofar.…SpeakingBusin
essReading(1)Self-studyingActivity1.Whatarethreefactors
whicharecriticaltothesuccessofanyexportsaleseffort?
AnswerReadthetextwithin5minuteswiththreePre-readingQu
estions:2.Whatisservice?Answer1.Quality,price,ands
ervicearethreefactorswhicharecriticaltothesuccessofany
exportsaleseffort.BusinessReading2.Serviceistheprompt
deliveryoftheproduct.Itiscourteoussalespersonnel.Itisa
userorservicemanualmodifiedtomeetyourcustomer''sneeds.I
tisreadyaccesstoaservicefacility.Itisknowledgeable,cos
t-effectivemaintenance,repair,orreplacement.Serviceislocat
ion.Serviceisdealersupport.(2)FindingfaultsBusinessRea
dingWrite“T”fortrue,“F”or“NM”forfalseaccordingtot
hetext.()1.Serviceshouldbeanintegralpartofanycom
pany''sexportstrategyfromthestart.()2.Servic
ewillonlyvarybythepriceoftheproduct.()3.Exportp
roductsthecharacteristicsofconsumerdurablesandsom
econsumablesrequirenoservice.()4.Forexportproducts
suchasfoodproducts,serviceisafeatureexpectedby
theconsumer.()5.Infact,foreignbuyersofindustrialg
oodstypicallyplaceserviceattheforefrontofthecri
teriatheyevaluatewhenmakingapurchasedecision.T
FFFT1.Theattitudetothestudy__________theresulto
ftheexam.2.Accordingtoyourrequirement,wecandesignvario
uspackagesto___________yourneed.3.Thetimeofdeliverywil
l___________theproductionscheduleofthemanufacturers.4.Su
ddenly,theChineseeconomyisback________________attention.5
.By2008,theenvironmentalqualityinBeijingwill___________t
hatofmajorcitiesindevelopedcountries.6.__________________
,heisusuallyverydependable.7.Howdoyou___________itsqu
ality?8.Theerrorisnotcorrected,but___________.(3)Filling
GameAiscriticaltomeetvarybyattheforefrontofbecompa
rabletoOntheotherhandensureBusinessReadingignoredignore
discriticaltovarybyattheforefrontofensu
remeetbecomparabletoontheotherhandBusiness
Reading(3)FillingGameB8.…比得上他们市场上主要对手。7.…把服务作为他们首要的评估标准…
6.…在作出购买决定时。5.服务随产品类型而变化，4.…以满足你方客户的需求。3.服务是及时提供产品。2.忽
视或留给机会，1.…是增长的基础。…arecriticaltothesuccessofanyexportsa
leseffort…是任何出口销售努力取得成功的关键。.…canbeafoundationforgrowth.
Ignoredorlefttochance,Serviceisthepromptdeliveryofthe
product.…tomeetyourcustomer''sneeds.Servicevariesbythe
producttype,…whenmakingapurchasedecision.…placeservicea
ttheforefrontofthecriteriatheyevaluate……iscomparableto
thatofthepredominantcompetitorsinthemarket.Grammar12
3456789加油GrammarTranslation1.Canyoutellme________
________________?(那位男士是谁)whothegentlemanisTranslation2.
Weallknow______________________.(布莱克先生是我们的总经理)Mr.Blackis
ourgeneralmanagerGrammarGrammarTranslation3.Iaskedmyb
oss________________________.(下周我是否能去北京)whetherIcouldgoto
BeijingGrammarTranslation4.Youmusttellme________________
______.(我应该选哪一个)whichIshouldchooseGrammarChoice1．Idon''
tknow______hewillcometomorrow．______hecomes，I‘lltellyo
u．A．if；WhetherB．whether；WhetherC．if；That
D．if；IfDGrammarChoice2．Couldyoutellme______
thenearesthospitalis？A．whatB．how
C．whetherD．whereDGrammarCho
ice3.Ican‘tunderstand______．A．whatdoesChristmasmean
B．whatChristmasdoesmeanC．whatmeanChristmasdoesD
．whatChristmasmeansDGrammarChoice4．Couldyoutellme____
__theradiowithoutanyhelp？A．howdidhemendB．wha
tdidhemendC．howhemendedD．whathemendedC
GrammarChoice5．Iwastold______BillGateswasthirteenhebeg
antoplaywithcomputers．A．thathowB．how
thatC．whenthatD．thatwhenDPractice
ExercisesTranslatethefollowingsentencesintoChinese.1.If
anytroublearises,wecandealwithitpromptly.Repairstakea
maximumof10days.2.Themainmechanismcarriesathree-year
warranty.Withinthewarrantyperiods,allrepairsarefree.如
果有任何问题发生，我们会立即解决。维修最多10天。重要的机器有3年保修期，在保修期间，所有维修是免费的。Practice
Exercises3.Serviceisanimportantfactorintheinitialexport
saleandongoingsuccessofproductsinforeignmarkets.4.Se
rviceisalsoanimportantaspectofsellingsolutionsandbenefi
tsratherthanproductfeatures.5.Deliveryofafter-salesser
viceiscriticaltothenear-andlong-termsuccessoftheU.S.c
ompany''seffortsinanymarket.服务是国外市场上初次出口销售和产品不断取得成功的一个重要的因素。
服务与其说是产品功能，倒不如说也是一个解决销售策略和获得效益的重要方面。提供售后服务是在任何市场上美国公司的努力取得近期和长期
成功的关键。PracticeExercisesClozeAfter-salesServiceiscust
omersupport1(following,followed)thepurchaseofaproducto
rservice.Insomecases,after-salesservicecanbealmostas2
(importantance,important)astheinitialpurchase.Themanufac
turer,retailer,orserviceproviderdetermines3(what,
that)isincludedinanywarranty(orguarantee)package.This
willincludethedurationofthewarranty:traditionallyoneyea
r4(on,from)thedateofpurchase,but5(increasingly,
decreasingly)twoormoreyears’smaintenanceand/orreplacement
policy,itemsincluded/excluded,laborcosts,andspeedofresp
onse.Inthecaseofaserviceprovider,after-salesservicemig
htincludeadditionaltraining.6(Of,Upon)equalimportanceis
thecustomer''sperceptionofthedegreeofwillingnesswith7(
which,that)asupplierdeals8(in,with)aquestionorcomplai
nt,speedofresponse,andactiontaken.√√√√√√√√Practic
eExercisesWritingScene：布莱克先生购买的机床最近出了问题，正在跟售后服务中心的负责人王先生探讨维
修之事。Hints:布莱克先生：劳驾，我可以与贵公司售后服务中心的负责人讲话吗？王先生：我就是。请问有什么需要服务的吗？布
莱克先生：是的，事情是这样的。6个月前我公司从贵公司销售部购买了500台机床，上周前一直运行正常，我们也没有任何意见。但是最近
，运行不正常了，想问一下是否能修好？王先生：当然可以。我会尽快派几个工程师去贵工厂解决问题。布莱克先生：非常感谢。Key
Words:Ihaveawordwiththeperson，beinchargeof,After-sale
sServiceCenter,theveryperson,wouldliketo,talkto,500s
etsofmachinetools，salesdepartment，perfectly，upto，complaint
s,performproperly,wonder,havesthrepaired,technicians,sol
ve,assoonaspossibleMr.Black:Excuseme,sir.ButmayIhav
eawordwiththepersonwhoisinchargeo
fAfter-salesServiceCenter?Mr.Wang:I’m
theverypersonyou’dliketotalkto.Any
thingIcandoforyou?Mr.Black:Oh,thethinggoeslikethis.
Aboutsixmonthsago,ourfirmbought500
setsofmachinetoolsfromyoursalesdepar
tment.Theyworkedperfectlyuptooneweekago.Wehadn’tanycomplaintsaboutthembefore.Butrecentlytheyarefoundnottoperformproperly.Iwonderwhetheryoucanhavethemrepaired?Mr.Wang:Ofcourse.I’llsendseveraltechnicianstoyourfactorytosolvetheproblemassoonaspossible.Mr.Black:Thankyou.PracticeExercisesHomework1.Readandrecitethenewwordsandexpressions.2.Readthetextfluently.3.Actasrolestomakedialogueswithyourpartners.4.Searchmoreknowledgeaboutafter-saleservices.Theend |
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