Unit 6 Sales Guiding & After-sale Service

Unit 6 Sales Guiding & After-sale Service • After-sale Service • 售后服务 Sales Guiding 导购服务

Teaching Contents: • Focus • S: Client motivators • L: Selling vases • L: Selling coats • S: At an antique shop • R: Shopping boyfriends • W: Completing an ad for a shopping boyfriend

Teaching Objectives • Students will be able to: • 1、be familiar with the English vocabulary and expressions related to promotion in sales guiding . • 2、master the techniques to persuade customers in English. • 3、acquaint students with both the knowledge and the process of sales guiding. • 4、write an ad for a shopping boyfriend.

1. Starter— Client motivators focus1starter airconditioner automobile clothing cell phone painting washing machine vase dishwasher

Decide which reasons you can use for each product. If you were a sales guide, how would you persuade customers to buy the products in thepictures. What kinds of reason do you givethem to buy?

Language for persuading customers It definitely suits you. There’s no doubt that you look pretty in it. Don’t you think you need a dishwasher? Look. It’s so attractive! The washing machine is easy to operate. Our air-conditioners are energy-efficient. The electric cooker can cut back on your electricity bill.

2. Selling vases Back Next 2. Sales Guide: How may I help you, sir? Customer: I’d like to buy a (1) ____________. Sales Guide: I’m sorry, but they are all sold out. But we have some (2) ________. How do you like this one? It has a light blue background with Chinese paintings of flowers. (3) ____________ who it is for? Customer: I’m looking for a gift to give to my girlfriend’s father. He’s Chinese. small vase big ones May I know

2. Selling vases Back Next 2. Sales Guide: This one is (4) __________. I’m (5) ______ he will like it, sir. We Chinese prefer a pair of vases to one vase, as the number “two” is believed to bring (6) ____________. Customer: Really! I’ll take (7) _________ then. Can you pack and deliver them for me? Sales Guide: Certainly, sir. Customer: OK. How much should I pay you? Sales Guide: 740 yuan in total. I’ll (8) ____ you to the cashier. Customer: Thank you. so attractive sure good luck a pair show

Language points: • I’m sorry, but they are all sold out. 很抱歉，可是它们都卖完了。 1、sold out 售罄，已售完 • e.g. Five of the items enquired about in your fax are sold out. • 贵方传真中所询价的商品有五项已售罄。 • We’re sold out of your size. 您要的那个尺码卖完了。 2、deliver v. 交付，投递 e.g. The shop is delivering our new bed on Thursday. 商店将于周四把我们的新床送上门。 deliver的名词形式为delivery，意为“递送，投递，交付”。 e.g. The next postal delivery is at four o’clock. 下一次邮递时间是四点钟。

How do you like this one？It has a light blue background with Chinese paintings of flowers. May I know who it is for? • 这个您觉得怎样？淡蓝的底色，上面绘有中国画风格的花。 • 您能告诉我花瓶是给谁买的吗？ • 此处为导购第二步：真心真意地与顾客沟通。与顾客接触要 • 有信心，观察顾客要留心，关心顾客要真心，用实惠让顾客 • 动心，演示产品要细心，与顾客沟通要有耐心，把握顾客的 • 好奇心，善用顾客的从众心理，对待异议要用心，对顾客的 • 购买决策要有平常心

Grammar 1、It’s neither too heavy nor too light. 这件不是太沉也不是太轻。 • neither…nor… 既不……也不…… • 其含义是否定的，可连接任意两个并列的成份。 • e.g. She likes neither butter nor cheese.（连接名词） • 她既不喜欢黄油也不喜欢乳酪。 • 　She is neither clever nor hard-working.（连接形容词） • 她既不聪明，也不勤奋。 • 此句中neither...nor...连接两个表语。当neither...nor...连接两个主语时，谓语应遵循“就近原则”。 • e.g. Neither her parents nor she is at home today.（连接代词） • 今天她父母和她都不在家。 • 若将neither...nor...句型变为肯定句，只需把neither...nor...改为both...and...即可。同时，谓语动词必须用复数形式。

2. I’d rather have something darker, and a bit heavier. • 我还是喜欢更暗些，更厚实些的。 • would rather表示“宁愿，宁可”，后接动词原形，表示优先选择的一种方式。其否定形式是would rather not do sth.。would rather没有人称和数的变化，所有的人称一律用would rather。 • e.g. Mr. Li would rather not listen to rock music. 李先生不爱听摇滚音乐。 • 如果在两者中进行取舍，表达“宁愿……而不愿……，与其……宁可……”等意思时，则可用would rather…than…或would…rather than…的句型。 • e.g. I would rather watch TV at home than go to the cinema. • 我宁可在家看电视也不愿去看电影。 • “would rather+不带to的不定式”有时可代替“would prefer+带to的不定式”。 • e.g. I’d rather fly than go by sea. = I’d prefer to fly. • 我宁愿乘飞机也不愿乘船。

Reading:Shopping Boyfriends • Text Lead-in: ask students the following questions: • a. Who do you usually go shopping with? • b. What does “shopping boy” mean? • c. Do you need a shopping boyfriend or girlfriend? Why?

Language points: • These are what retailers are paying attention to. 这是近来零售商们所关注的问题。 • what引导的从句为表语从句，what为关系代词，相当于the thing(s) that/which。 • e.g. Fame and personal gain is what they’re after. 他们追求的是个人名利。 1、pay attention to留意…… take sb. around带某人四处走；带某人参观…… e.g. Shall I take you around the factory? 我带你去参观工厂，好吗？ The Press Secretary is taking a Chinese delegation around the university this afternoon. 今天下午新闻秘书带领一个中国代表团来参观这所大学。 ☆fitting n. 试穿 e.g. I’ve been to the tailor’s for a fitting. 我已去裁缝店试过衣服了。 I’m having the final fitting of my wedding dress on Thursday. 星期四我要最后试穿一下我的结婚礼服。

2、in the words of 用……的话来说 • e.g. In the words of our English teacher, Mary is the cleverest girl in her class. • 用我们英语老师的话来说，玛丽是班上最聪明的学生。 • In his words, it’s not difficult to climb the mountain. • 用他的话来说，登山并不难。 So a “shopping boyfriend” refers to a man “hired to accompany a woman on a shopping trip.” 因此，“陪购男友”指“被雇来全程陪伴女士购物的男士”。 3、☆accompany vt. 伴随，陪同该词指“与人结伴，做伴”，常含有彼此关系平等之意。 e.g. The parent can ask a person to accompany their children under twelve on the airplane. 父母可以指定一个人在飞机上陪伴他们不满十二岁的孩子。

The singer was accompanied at the piano by his pupil. • 演唱者的钢琴伴奏由他的学生担任。 • accompany由前缀“ac-”+ company构成，前缀“ac-”的意思是“靠近”，常可作动词前缀；名词company可当“陪同，陪伴”讲，故加上前缀“ac-”，accompany变成了动词。 • The new plan gives men a chance to enjoy themselves in a special relaxing zone while their girlfriend shops in the company of a “shopping boyfriend”. 这一新举措使得男士们有机会在休闲专区享受快乐时光，而他们的女友则可以在“陪购男友”的陪伴下购物。 2、in the company of 由……陪同 • e.g. She came in the company of a group of girls. 她同一群女孩子一起来。 • I traveled in the company of two teachers as far as Istanbul. 我和两个老师为伴，一直旅游到伊斯坦布尔。

Women can hire “substitute boyfriends” to take them to shop while their real other halves relax in a men-only zone, under a new plan being implemented today. 如今，在这一新的举措下，女士们可以租用“替代男友”陪同她们一起购物。而她们的正牌男友可以在男士专区内休闲放松。 • 4、substitute n. 代替者，代用品 • e.g. Fiction is a poor substitute for real experience. 小说中虚构的故事远逊于真实体验。 • Vitamins should not be used as a substitute for a healthy diet. 维生素不应用作健康饮食的代替品。 • substitute也可用作动词，表示“代替”。 • e.g. You can substitute oil for butter in this recipe. • 做这种菜时你可以用食用油代替黄油。 • to take them to shop为不定式短语作目的状语，修饰动词hire，表示目的。

5、 Quite a lot of women took advantage of “the new attraction that someone actually enjoyed shopping with them”. • 已有不少女士充分享受了这一新举措（有人真正乐意陪她们购物）所带来的便利。 • take advantage of利用 • e.g. I can’t take advantage of your good nature. • 我不能因为你善良而占你的便宜。 • Take advantage of your illness to catch up on your reading. • 趁你生病之际把要读的材料读完。 • that引导the new attraction的同位语从句。 • 6、actually ad. 实际上，事实上 • e.g. He seems to be doing nothing, but actually he is just biding his time. • 他看上去无所事事，其实却是在等待时机。 • This tree looks strong but actually its trunk is hollow. • 这棵树看起来很粗壮，实际上树干是空的。 • actually的形容词形式是actual，意为“实际的，现实的”，如：the actual state of affairs 目前的形势；in actual existence 现存的；in actual life 在实际生活中

7、admiring a. 赞赏的，钦佩的 • e.g. He gave her an admiring glance. 他向她投以赞赏的一瞥。 • admiring派生自动词admire，表示“赞美，钦佩”。 • e.g. He is always calm when in danger, which makes me admire him. 他在危急关头总是镇定自若, 这一点我很佩服。 • I admire her for refusing to grow old. 她不服老，我很钦佩她这一点。 • admire的名词形式为admiration，表示 “赞赏，钦佩”。 • e.g. My admiration for that woman grows daily. • 我对那个女人的钦佩与日俱增。 • admire的另外一个形容词形式为admirable， • 表示“极出色的，令人钦佩的”。 • e.g. The police did an admirable job in keeping the fans calm. • 警方成功地令粉丝保持了冷静，令人钦佩。

Homework: • List all the essential qualifications for shopping boyfriends.

Focus After-sale Service 售后服务 • S: What is wrong? • L: A follow-up telephone call • L: Dealing with customer complaints • S: Returning the shirt • R: We will take care of it • W: Writing a letter of complaint • R: Good salesman Grammar Exercise 定语从句

Teaching Objectives: • Students will be able to: • 1、be familiar with the English vocabulary and expressions related to the common problems that may come up in after-sale service. • 2、master the techniques to deal with complaints in English. • 3、acquaint students with basic knowledge and procedure of after-sale service. • 4、write a letter of complaint in simple words.

Language points: • 1、You made a few interesting comments that I’d like to ask you about, if that’s all right. • 您提出了几个很有趣的意见，如果您不介意的话，我想就此向您了解一些情况。 • *commentn. 意见，评论 • e.g. He asked me to make comments on my colleague’s work. • His conduct at social gatherings created a lot of comment. • make a comment 做出评论 • e.g. Everyone is welcomed to make comments on our service. • 客户回访（follow-up）是客户服务中很重要的内容。它是了解客户对产品和服务意见（comment）的最直接方法。其目的往往是收集信息或数据、进一步了解相关问题、建立信誉和信任、找到前进中的障碍、下一步工作。

2. Sure, go ahead. 没问题，请问吧。 • *aheadad. 在前；向前 • e.g. The line of cars moved ahead slowly. • go ahead是一个十分有用的口语表达，主要有三种用法： • 1)“说吧，做吧，开始吧，进行吧”，表同意或允许对方的请求。 • e.g. A: May I start? • B: Yes, go ahead. 好，开始吧。 • 2)“继续……吧”，表示请对方继续说、继续做等。 • e.g. Go ahead, we’re all listening. • 3)“你先走一步，你先请”，表示请对方先走或先做某事。 • e.g. You go ahead and tell him that we’re coming.

3. Well, the guy who served me was rude. • 哎，接待我的那位工作人员很没礼貌。 • *rudea. 粗鲁的，无礼的 • e.g. His boss suggested he change his rude manner. • In Western countries, it is rude to ask a woman her age. • It was very rude of her to leave without telling us. • rude的名词形式为rudeness。

4. And they are not reasonably priced. 而且它们的定价不合理。 • *reasonably ad.合理地 • e.g. The price is reasonably good. • The car is in reasonably good condition. • reasonably派生自名词reason，-able为形容词后缀，-ly为副词 • 后缀。 • 该词的形容词为reasonable，意为“合理的，适当的；明理的” • e.g. He was developing quite a reasonable point of view as he • talked to me. • It’s reasonable to expect that prices will come down soon. • price可以用作及物动词，意思是“给……定价；给……标价” • e.g. The watch was priced at $200. • The new car is priced very competitively. • price过去式和过去分词形式相同，都是priced，现在分词形式是pricing，可作名词，表示“定价（策略）”。

5. We’ll look into it soon! 我们很快就会调查此事。 look into调查，观察 e.g. They looked into the various phases of the problem. The police will look into the accident soon.

3. Dealing with customer complaints • A customer is calling a company’s after-sale service office. A clerk answers the call. Listen to the tape or CD and take notes to complete the following form.

Language points: • Notes • 1.Dealing with customer complaints处理顾客投诉 • ☆complaintn. 投诉，意见；抱怨 • e.g. The store has no special department to handle customer • complaints. • I can’t endure her endless complaints a moment longer. • complaint的动词形式为complain，意为“抱怨，诉苦”。 • e.g. I have to complain about him because of his rudeness. • I complained to the manager about the service.

2. I’m having problems with my Internet connection, as well as • repeated crashes. • 我的网络连接有问题，还有，电脑系统经常会崩溃。 • *connection n.连接；联系；联络；衔接 • e.g. We seem to have a poor connection. • He was arrested in connection with a series of armed bank • robberies. • connection的动词形式为connect，意为“连接；联系，联想”。 • e.g. The two rooms are connected by a hallway. • I cannot connect the two things in my mind.

*crashn.（机器、系统或软件）突然出故障，崩溃 *crashn.（机器、系统或软件）突然出故障，崩溃 • e.g. A computer crash can be very costly to the processing of data. • crash当名词用还可表示“碰撞；坠落；撞击声”。 • e.g. He was killed in a crash involving a stolen car. • The desk lamp fell to the floor with a crash. • crash当动词用表示“碰撞；倒塌；失败”等含义。 • e.g. The two buses crashed into each other at a crossing. • The house crashed to the ground.

3. Have you read the instructions that came with the computer? • 请问您看了电脑附带的说明书了吗？ • *instructionn.（常pl.）用法说明 • e.g. I didn’t follow the instructions printed on the box and broke • the machine. • Could I look at the instructions, please? • instruction还可表示“教学；命令（常pl.）”等含义。 • e.g. give instruction in English 教授英语 • give / issue instructions 发布命令

4. Could you bring in your computer? I promise you we’ll check it • and get it back to you immediately. 您能把电脑带来吗？我向您 • 保证我们将会很快对其进行检查并送还给您。 • bring in带来；引进 • e.g. Bring the washing in; it’s raining. • The influence of the Far East has brought in many new fashions. • *immediately ad.立即，立刻 • e.g. I’ll write to our home office to waive our claim immediately. • They immediately went on strike in response to the ineffectiveness of government.

4. Returning the shirt Back Next Work with a partner to role-play the situation, using the expressions in the Mind Map. Situation: Lisa’s father received a T-shirt as a gift from Allen but it is too small. He is now in the store returning the shirt. But the clerk says that she can only give him credit toward another purchase instead of giving a refund.

4. Returning the shirt Back Next Click Here For Reference Answer Mind Map

Reading: We Will Take Care of It • Pre-text questions: • Do you use credit cards? • What are the advantages and disadvantages of credit cards?

Language points: • 1、He ignored it and threw it away. 他没把它当回事，直接就扔了。 • *ignore vt. 无视，不管；忽略，遗漏 • e.g. She ignored the scoffs of her workmates. 她无视同事的嘲弄。 • 2、 It said they were going to cancel his card if he didn’t send them $0.00 by return of post. 提醒他如果不汇回所欠的零美元，他们将注销他的信用卡。 • *cancel vt. 注销；取消 • e.g. How can I cancel my account? 我如何注销自己的账户？ • Many Chinese tourists cancelled their US tour plans in flu fear. 许多中国游客因为害怕猪流感而取消了赴美旅行计划。 • by return (of post) = by return mail 由下一班回程邮递寄回；立即作答 • e.g. For a stamped, addressed envelope you could get by return of post a free sample of face powder. 凡寄来贴有邮票、写上地址的信封，即可收到一盒免费粉饼

3、They said it was a computer error and told him they’d take care of it. 他们告诉他账单的事情纯属电脑失误，他们会处理此事。 *error n. 错误；谬误 e.g. This error is largely due to my oversight. 这个错误主要是由我一时疏忽造成的。 take care of 处理；照看，照料 e.g. I’ll take care of everything. 我会处理好一切的。 4、 The following month he thought it was about time that he tried out the credit card. 接下来的一个月男士认为该试用这张信用卡了。 it is / was about / high time that sb. did sth. 为虚拟语气中，表示“是某人该做某事的时候了”，并不表示过去时态。 e.g. It’s high time that the article was published. 是发表这篇文章的时候了。

5、He called the company, who apologized for the computer error once again and said that they would take care of it. • 他打电话给信用卡公司询问原委，信用卡公司对电脑失误之事再次向他致歉并说会处理此事。 • ☆apologize vi. 道歉 • apologize的常用结构为：apologize to sb. for sth. • e.g. I apologized to her for stepping on her foot. 我因踩了她的脚向她道歉。 6、 It said that he had 10 days to pay his account or the company would have to take steps to recover the debt. 账单上说他还剩最后10天时间交付零美元欠款，否则公司将不得不采取措施收回欠款。 or表示“否则”。 e.g. We’d better make a decision soon or the whole deal will fall through. 我们最好赶快作出决定，否则整笔交易都会泡汤。

7、He was told that the $0.00 check had caused their check software to fail. 说他那张零美元支票使银行的支票处理软件发生瘫痪。 • cause sb. / sth. to do sth. 为cause的常见结构，to do sth. 为不定式作宾语补足语，表示“造成/引起……”。 • e.g. The incident caused me to reflect. 这个事件促使我要好好反省一下。 • 8、 The man, who had been considering buying his wife a computer for her birthday, bought her a typewriter instead. 这位男士原本打算买台电脑作为生日礼物送给妻子的，现在他决定买台打字机。 • consider doing sth. 考虑做某事 • e.g. We are considering selling the house. 我们在考虑卖掉房子。

5. We Will Take Care of It Back Next Focus2 5 A.Decide whether the following statements are true (T) or false (F) according to the passage. ( ) 1. The man threw the bill away because he thought it was just a mistake by the bank. ( ) 2. The man ignored the bill the second time since he hadn’t used his credit card yet. ( ) 3. He considered using his credit card to stop the ridiculous thing happening again the following month. ( ) 4. After he sent a check for $0.00, he was still asked to pay his account, or his credit card would be cancelled. ( ) 5. The credit card company thought the computer error was the man’s fault. T T T F F

5. We Will Take Care of It Back Next B. Fill in the blanks with the words in the box. 1. I _______ him to be about thirty years of age. 2. They call me rude names, but I just try and _______ it and walk on. 3. I do __________ if my voice is a little low — I’ve got rather a bad cold. 4. They’ve had to _______ tomorrow’s football match because of the bad weather. 5. The letter contains a number of typing _______, which I must correct. figure ignore apologize cancel errors

Questions: • What problem may happen to an MP4 player? • How would you complain about your MP4 player?

6. Writing a letter of complaint Back Next Click Here For Reference Answer Focus2 6 Write a letter to the after-sale service department about an MP4 player you’ve bought by putting the following sentences in a logical order. 1. Enclosed are the invoice and the warranty. 2. It is not supposed to break down so soon after it was bought. 3. I’m writing to you about the mp4 player I bought from your company a month ago. 4. Since the player was bought only one month ago, it’s still under warranty. 5. There is also a business card with my telephone number and address. 6. If you have any questions, please contact me. 7. It doesn’t work. 8. I am posting it to you in the hope of getting it repaired. 9. Thank you. 10. The power is on, but it won’t play. 11. There is something wrong with it.

6. Writing a letter of complaint Back Next Focus2 6 Dear Sir or Madam, I’m writing to you about the mp4 player I bought from your company a month ago. There is something wrong with it. It doesn’t work. The power is on, but it won’t play. It is not supposed to break down so soon after it was bought. Since the player was bought only one month ago, it’s still under warranty. I am posting it to you in the hope of getting it repaired. Enclosed are the invoice and the warranty. There is also a business card with my telephone number and address. If you have any questions, please contact me. Thank you. Sincerely yours, John Smith

Unit 6 Sales Guiding & After-sale Service