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Unit 4 Customer Service

世纪商务英语综合教程 III. 返回. Unit 4 Customer Service. http://www.dutpgz.cn. Customer Service. Customer service is the overall activity of identifying and satisfying customers’ needs. It is important to

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Unit 4 Customer Service

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  1. 世纪商务英语综合教程 III 返回 www.themegallery.com Unit 4Customer Service http://www.dutpgz.cn

  2. Customer Service Customer service is the overall activity of identifying and satisfying customers’ needs. It is important to every company because without customers there would be no business. Excellent customer service results in. • higher visitor numbers and greater customer diversity; • increased sales; • increased public image; • survival in terms of competition; • satisfied customers and greater job satisfaction for staff; • repeat business and customer loyalty. www.themegallery.com http://www.dutpgz.cn

  3. 1 1 Lead-in 1 2 Text A 3 Text B 4 Real Life Practice 5 Practical Writing Contents www.themegallery.com http://www.dutpgz.cn

  4. Contents Listening Spot Dictation Role-play Lead-in Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  5. Tape Script Lead-in 1 Listening You are going to hear four dialogues that happened on the help line for General Motors. They reveal that customers sometimes can drive the company crazy. Listen to them and answer the following questions. Dialogue 1 1. What problem did the customer have? A. He lost the key to the car. B. The car did not move when he got in the car. C. The engine of the car was broken. 2. What was the real problem? A. There were too many technical terms about the car. B. The motor could not be started. C. He did not know that he needed to use the key to start the car. 1 √ 2 √ Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  6. Tape Script Lead-in 1 Listening Dialogue 2 3. Why wouldn’t the car move? A. The car ran out of gas. B. The gas tank was broken. C. The meter on the front panel was broken. 4. Why was the customer so angry about the car? A. He needed to install a gas tank into the car. B. The car was too expensive. C. He was not willing to pay anything more for the car. 3 √ 4 √ Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  7. Tape Script Tape Script Lead-in 1 Listening Dialogue 3 5. What did the customer expect the company to do after his car crashed? A. He wanted the company to send him a car that wouldn’t crash anymore. B. He wanted the company to repair his car. C. He wanted to return the crashed car. 5 √ Dialogue 4 6. Why did the customer buy General Motor’s car? A. He liked the high quality of the car. B. He thought the functions of the car could make it easy to drive. C. He thought the car could run automatically without a driver. 6 √ Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  8. Lead-in 2 Spot Dictation Listen to the passage about retailing and fill in the missing information. Our Customer Service 1 of 5 to 8 team members is currently handling approximately 500 to 800 2 a day. Our Call Center is open from 3 until 4 , Monday through Friday. Our team uses an 5 to handle incoming calls for our clients. ____________ Call Center _______________ incoming calls ___________ 8:45 a.m. __________ 5:30 p.m ____________________ internet based system ____________ sales calls We do not make any 6 from our Call Center. Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  9. Lead-in 2 Spot Dictation 7 for this position must be able to handle 8 be able to 9 , have a professional 10 , and have an upbeat personality and a good 11 . Good data entry skills are a plus. We offer a 12 with a great 13 for full-time employees. Please send your resume with a 14 and salary requirements to jobs@armstrong.net or fax to 15 (Attn: Cust Svc). No phone calls please. Job location is Fairfax, VA 16 Compensation: 17 (based on experience) ____________ _______________ Candidates 80 calls per day __________ ______________ multitask phone manner ________________ sense of humor ________________ ________________ benefits package competitive salary ____________ cover letter ________________ 703-591-5785 ____________ 22030 _______________ $9/hr to $15/hr Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  10. Lead-in 3 Role-play Work with your partner. Make up a dialogue based on the following situation and role-play it to the class. Role 1 — Customer You’ve just bought a cell phone but it does not work. So you call the help line to solve the problem. Make up any detail you think necessary to convey the message clearly. Role 2 — Help Line Assistant You receive a phone call from a customer claiming that the cell phone he/she bought does not work. Listen to his/her complaint and make explanations politely to the customer to solve the problem. Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  11. Text A Reading • Part 1 Comprehension • Part 2 Vocabulary • Part 3 Translation • Part 4 Supplementary Reading • Part 5 Discussion • Part 6 Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  12. Text A Reading Read the passage about retailers’ world and answer the following questions. 1. What is the reason for putting customer satisfaction on top of a company’s concern? It is because that the degree of customer satisfaction a company delivers determines the level of longterm success the company will achieve in business. _____________________________________________________________ _____________________________________________________________ _____________________________________________________________ 2. What benefits will satisfied customers bring to the company? _____________________________________________________________ _____________________________________________________________ _____________________________________________________________ Satisfied customers bring immediate profit on the first sale. They become repeat buyers and will tell their friends and business contacts to buy your product. Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  13. Text A Reading Read the passage about retailers’ world and answer the following questions. 3. What could happen to a company if it does not keep promises? The customer won’t do business with the company again. And they will tell everybody they know about their unhappy experience — causing the company to lose future customers. _____________________________________________________________ _____________________________________________________________ _____________________________________________________________ 4. Why do many companies try to surprise their customers with unexpected value? The company will win their long term loyalty. It also makes it difficult for competitors to steal customers from the company — even if they have lower prices. Customers will not risk an uncertain experience with a competitor when they know they will get more than they expect from the company. _____________________________________________________________ _____________________________________________________________ _____________________________________________________________ _____________________________________________________________ Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  14. Text A Reading Read the passage about retailers’ world and answer the following questions. 5. What can a company do to show its respect to cusomers? Let the customers know that the company is always thinking about them. Communicate with them regularly. _____________________________________________________________ _____________________________________________________________ Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  15. Text A Reading New Words and Expressions reservoir [5rezEvwB:] n. (大量的)储备 refer sb/sth to sb/sth 将……送交给…… preserve [prI5z\:v] v. 保护, 保持 referral [rI5f\:rEl] n. 提名, 推举 loyalty [5lCIElti] n. 忠诚, 忠心 convert [kEn5v\:t] v. 使转变, 转换 get into 养成某种习惯,习惯于 incentive [In5sentIv] n. 动机;刺激endorsement [In5dC:smEnt] n. 认可,支持 credit [5kredIt] n. 返回的钱 Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  16. Text A Reading Customer Satisfaction Is Your Business 1 Regardless of what business you are in — you are really in the business of satisfying customers. The degree of customer satisfaction you deliver determines the level of long term success you will achieve in business. 本句主句是The degree... determines the level...；you deliver 是定语从句，修饰先行词satisfaction；you will achieve...是定语从句，修饰success. Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  17. Text A Reading Customer Satisfaction Is Your Business C. Make Customer Satisfaction Your Top Priority 1._________________________________________ 2 Don’t just make sales. Create customers — satisfied customers. In addition to the immediate profit they provide on the first sale, satisfied customers help you build your business in two other important ways: Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  18. Text A Reading Customer Satisfaction Is Your Business • They become a reservoir of repeat buyers. For some businesses that means repeat buyers for more of the same product or service. For every business,it means buyers for additional products and services. • They automatically you from their friends and business contacts. This is highly profitable business for you because it doesn’t cost you any time or money to get it. refer more business to refer sb/sth to sb/sth: to send someone or something to a person or organization to be helped or dealt with  ● My complaint was referred to the manufacturers.  ● We referred the proposal to the board of directors.  ● The doctor referred the patient to a specialist. Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  19. Text A Reading Customer Satisfaction Is Your Business B. Never Promise More Than You Deliver 2._________________________________________ 3 Never make any promises you can’t (or won’t)keep. Nothing drives away customers faster than getting something less than they expect from a business . They won’t do business with you again. And they will tell everybody they know about their unhappy experience — causing you to lose future customers. transaction transaction n. a business deal or action, such as buying or selling something  ● We need to monitor the transaction of smaller deals.  ● A record is kept of all the firm’s transactions transact vt. formal to do and complete a business activity  ● The sale was transacted in conditions of the greatest secrecy. Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  20. Text A Reading Customer Satisfaction Is Your Business Tips Handle customer complaints quickly and with a positive attitude. Strive to preserve your relationship with the complaining customer instead of your immediate profit from them. They will reward you later with more sales and referrals. Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  21. Text A Reading Customer Satisfaction Is Your Business A. Always Give Customers More Than They Expect 3.___________________________________________ 4 “Over deliver” on quality and service. Always exceed your customers’ expectations. You will win their long-term loyalty. It also makes it difficult for competitors to steal customers from you — even if they have lower prices. Customers will not risk an uncertain experience with a competitor when they know they will get more than they expect from you. Tips Surprise your customers with unexpected value. If you sell products, include an “unadvertised bonus”with every order. If you sell services, get into the habit of doing something extra for every customer or client without charging for it. Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  22. Text A Reading Customer Satisfaction Is Your Business 5 Let your customers know you are always thinking about them. Communicate with them regularly. For example,create some special deals just for your existing customers. And announce new products or services to them before you announce them to the general market. D. Let Customers Know How Much You Value Them 4.___________________________________________ Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  23. Text A Reading Customer Satisfaction Is Your Business Tips Convert your customers into publicity agents. Develop an for them to tell associates and friends about the value of your products or services. incentive incentive n. something that encourages you to work harder, start a new activity etc ● As an added incentive, there’s a bottle of champagne for the best team. create/provide/give somebody an incentive  ●Bonus payments provide an incentive to work harder。 incentive to do something  ●Farmers lack any incentive to manage their land organically.  ●There is little incentive for people to leave their cars at home when public transport remains so expensive. economic/financial/tax, etc incentives  ●Tax incentives have been very effective in encouraging people to save and invest more of their income. Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  24. Text A Reading Customer Satisfaction Is Your Business An endorsement from them is more effective than any amount of advertising — and it is much cheaper. 破折号表示递进。 endorsement n. formal support or approval  After the endorsement of his home state the candidate campaign in the neighboring state.  The program for supporting the arts won the government’s endorsement. endorse vt. 1) to express formal support or approval for someone or something endorse a proposal/an idea/a candidate, etc  The Prime Minister is unlikely to endorse this proposal. 2) to appear in an advertisement, saying that you use and like a particular product  They paid $2 million to the world champion to endorse their new sneakers. 3) to sign your name on the back of a cheque to show that it is correct  Our manager has already endorsed the check. Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  25. Text A Reading Customer Satisfaction Is Your Business For example, reward them each time they refer someone who becomes a customer. Your reward can be as simple as a toward their next order from you. credit credit n. 1) ［C］ an amount of money that is put into someone’s bank account or added to another amount  ● Customers who pay in cash will get a credit of $10. 2) ［U］ a method of paying for goods or services at a later time, usually paying interest as well as the original money  ● The shop was offering six months’ interestfree credit on electrical goods.  ● What’s the credit limit on your Visa card? on credit  ●They decided to buy the car on credit. credit rating: a judgment made by a bank or other company about how likely a person or business is to pay their debts Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  26. Text A Reading Customer Satisfaction Is Your Business 6 You are in the business of satisfying customers regardless of what products or services you provide. The satisfied customers you create will help you build your business by becoming repeat buyers and by referring new business to you from their friends and associates. you create是定语从句；by becoming...and by referring...是并列的方式状语。 Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  27. Text A Comprehension Choose an appropriate heading for each of the tips and put them in the appropriate blank spaces in the passage. A. Always Give Customers More Than They Expect B. Never Promise More Than You Deliver C. Make Customer Satisfaction Your Top Priority D. Let Customers Know How Much You Value Them 1. C 2. B 3. A 4. D Answer Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  28. Text A Vocabulary Part 1 Complete the sentences with the following expressions. Change the form where necessary. incentive credit steal transaction endorsement convert preserve referral loyalty refer... to... 1. Despite fine acting by several well-known stars it was a young newcomer who the show. 2. My complaint was the manufacturers. 3. Payments by cheque easily outnumbered cash 4. The doctor will give you a to a specialist in your area. 5. The stocks can be easily to cash. _________ stole ____________ referred to ______________ transactions ___________ referral _____________ converted Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  29. Text A Vocabulary Part 1 Complete the sentences with the following expressions. Change the form where necessary. incentive credit steal transaction endorsement convert preserve referral loyalty refer... to... 6. We want to the character of the town while improving the facilities. 7. Awards provide a(n) for young people to improve their skills. 8. The election victory is a clear of their policies. 9. The company promised to provide to customers who had been charged too much. 10. A(n) card is a card given by a shop, supermarket, etc that gives customers who often buy things there advantages such as lower prices, money back on goods, etc. __________ preserve ___________ incentive ______________ endorsement _________ credits ________ loyalty Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  30. Text A Vocabulary Part 2 Complete the following sentences with appropriate prepositions. 1. The solar cell can convert the energy of sunlight electric energy. 2. As long as you’ve paid in advance we won’t charge you delivery. 3. She admitted stealing the money her employers. 4. The dictionary is a reservoir information about the English language. 5. Carl began the music business by running a recording studio. 6. This job demands a high degree skill. 7. The officer expects complete obedience his troops. 8. Don’t let yourself get bad habits. _______ into _______ for _______ from _______ of _______ in _______ of _______ from ________ into Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  31. Text A Translation Translate the following sentences into English, using the expressions given in the brackets. 1. 没有奖励,他们工作就不太努力｡(incentive) They don’t work very hard if there is no incentive. ___________________________________________________________ 2. 课程除了介绍一般的电脑知识外,还提供实际操作的机会｡(in addition to) In addition to giving a general introduction to computer, the course also provides practical experience. ___________________________________________________________ ___________________________________________________________ 3. 你应该养成每五分钟将正在编辑的文件存盘一次的习惯｡(get into) You should get into the routine of saving the document you are working on every five minutes. ___________________________________________________________ ___________________________________________________________ Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  32. Text A Translation Translate the following sentences into English, using the expressions given in the brackets. 4. 她不曾想象自身积蓄着如此大的力量｡(reservoirs of) 5. 银行对每项业务的办理都收取一定的费用｡(transaction) ___________________________________________________________ She found she had reservoirs of unexpected strength. ___________________________________________________________ The bank charges a fixed rate for each transaction. Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  33. Text A Supplementary Reading The following passage is about the simple way of defining customer service strategies. Read it and fill in each blank with one of the following service strategies. Foolproof Customer Service Strategies Ever notice how customer service varies from store to store?You walk into some stores,and before you can say “Buzz off!”, a salesperson asks “May I help you?” “No, thanks.” “May I help you?” asks another. “No, thanks.” “May I help you?” asks a third. Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  34. Text A Supplementary Reading Foolproof Customer Service Strategies When the store runs out of salespeople,you get to see the merchandise. This is called “”. Other stores take the opposite approach. When you can’t find the right size air conditioner for your new house,you look for help in Aisle Three. Nobody there. Aisle Four?Still nobody. Aisle Five?Nope. Aisle Six?Seven? This is called “ ”. Then there is the equipment shop that welcomes you with open arms when your grass cutter starts sounding like a rock ‘n’ roll band. “It just needs a routine cleaning. We charge $150 for that,” the friendly salesman says. Then he lowers his voice. “But you could probably do it yourself.” B. in-your-face customer service 1.____________________________ E. run for no one customer service 2.______________________________ Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  35. Text A Supplementary Reading Foolproof Customer Service Strategies I call this “ ”. And what about the three companies that came to quote on some construction problems?Each looks around,takes some notes and promises to get back to us with a quote. We wait. And wait. And wait. We call back the first company,which promises to get back to us with its quote. It makes the same promise consistently each time we call. I just love a reliable company. This is called “ ”. G. do-it-yourself service 3._____________________ A. meaningless customer service 4._____________________________ Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  36. Text A Supplementary Reading Foolproof Customer Service Strategies We call the second company. We call them in the day. We call them in the night. We call them in the dark. We call them in the light. We call them in the morning. We call them at high noon. We call them at dinner,and by the light of the moon. Even bad words don’t help. I just hate a company that doesn’t pay any attention to me by not answering the phone. I call this “ ”. F. invisible customer service 5._________________________ Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  37. Text A Supplementary Reading Foolproof Customer Service Strategies In the end,we choose a third company. To what does it owe the winning bid?Excellent quality?No. Great price?No. Strong guarantee?No. Answering their phone?Yes. I call it “ ”. Our pest control company showed us a different approach. “Honey,the flies are getting in the house. Time to call Pest Control Guy.” “OK,I’ll do it right after I answer the phone. ... Hello? ” “Hello,this is Pest Control Guy. When would you like your annual pest controlling?” “How did you know?Well,as soon as possible. Hold on,that’s the door bell.” D. forcing customer service 6.________________________ Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  38. Answer Text A Supplementary Reading Foolproof Customer Service Strategies “Hello,this is Pest Control Guy.” “But,you were just on the phone.” “You said ASAP,so here I am.” I call this “ ”. A. meaningless customer service E. run for no one customer service B. in-your-face customer service F. invisible customer service C. positive customer service G. do-it-yourself service D. forcing customer service C. positive customer service 7._________________________ 1. B 2. E 3. G 4. A 5. F 6. D 7. C Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  39. Text A Discussion There are many different customer service methods in the business world. Can you think of some more that a business can use to please its customers? Discuss with your partner and make a list of them. Try to be creative. Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  40. Text B Reading • Part 1 Comprehension • Part 2 Vocabulary • Part 3 Translation • Part 4 Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  41. Text B Reading New Words and Expressions principal [5prInsIpEl] a. 主要的,首要的 capitalization [7kApItlaI5zeIFEn] n. 资本总额 market capitalization n. 市值 share price n. 股价 queue [kju:] n. 排,队列 get on进展 Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  42. Text B Reading Tesco is just a case in point. Please read Tesco’s self-introduction below and pay attention to the relationship between its success and its customer service strategies. Some companies are always considering customers the number one pushing power in their development. customers 是宾语，the number one pushing power...是宾语补足语；pushing现在分词做定语。 push vt. 1) to urge forward or urge insistently  ●He’ll push on with his project whatever the difficulties may be. 2) inf. to try to sell more of a product by advertising it a lot  ● Sports stars earn big bucks for pushing everything from shoes to soft drinks. Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  43. Text B Reading Since the company first used the trading name of Tesco, in the mid 1920s, the group has expanded into different formats, different markets and different sectors. Tesco is one of the world’s leading international retailers. Market capitalization at the close of business on 13/9/2005 was ￡25.84 billion, based on a share price of ￡330.00. The principal activity of the group is food retailing, with over 2,500 stores worldwide. Since引导时间状语从句，意思是“自从”。 trading name: a name used to identify a commercial product or service, which may or may not be registered as a trademark. Also called brand name. with... 介词短语做伴随情况状语。 Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  44. Text B Reading Tesco employs over 380,000 people in its businesses around the world and aims to deliver a consistently strong customer offer on every visit and every transaction by focusing on the Group’s core purpose: to create value for customers to earn their lifetime loyalty. This core purpose is delivered through the Tesco key values: No one tries harder for customers and treat people how we like to be treated. and 连接两个并列句，即Tesco价值观中最重要的两条；No one tries harder for customers后省略了than Tesco，意思是“Tesco是最努力为客户服务的公司”；how引导方式状语从句。 Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  45. Text B Reading Tesco in Detail Our Core Purpose Our core purpose is to create value for customers to earn their lifetime loyalty. If the Tesco team find what we do rewarding, they are more likely to go that extra mile to help our customers. Our success depends on people. The people who shop with us and the people who work with us. If our customers like what we offer, they are more ikely to come back and shop with us again. 后一句是对前一句中people的补充说明，另起一句表示强调。 If引导条件状语从句，其中what we offer是宾语从句，what在从句中做宾语。 Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  46. Text B Reading Tesco in Detail We regularly ask our customers and our staff what we can do to make shopping with us and working with us that little bit better. This Is Our Every Little Helps Strategy: Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  47. Text B Reading Tesco in Detail Shopping Trip Customers have told us what they want — clear aisles, to be able to get what they want at a good price, no queues, and great staff. We call this our Every Little Helps Shopping Trip for customers and use it every day to ensure we are always working hard to make Tesco a better place to shop, at home and abroad. Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  48. Text B Reading Tesco in Detail A Great Place to Work Our staff have told us what is important to them — to be treated with respect, having a manager who helps them, having an interesting job and an opportunity to get on. Helping achieve what is important to our staff will help us to deliver an Every Little Helps Shopping Trip for our customers. The Way We Work The way we work is how we deliver Every Little Helps to make Tesco a better place to shop and work in. We use simple processes so that shopping is Better for customers, Simpler for staff and Cheaper for Tesco. Helping achieve...现在分词短语做主语，其中what引导宾语从句；主句的谓语是will help。 Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  49. Text B Comprehension Answer the following questions according to the passage. 1. What is the main business in Tesco? 2. What was the approximate market capitalization of Tesco in the year 2005? 3. How many employees does Tesco have? 4. What is the core purpose of Tesco Group? _____________________________________________________________ Food retailing. _____________________________________________________________ ￡25.84 billion. _____________________________________________________________ Over 380,000 people. _____________________________________________________________ To create value for customers to earn their lifetime loyalty. Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

  50. Text B Comprehension Answer the following questions according to the passage. 5. What is the “Every Little Helps Strategy” in Tesco? _____________________________________________________________ _____________________________________________________________ _____________________________________________________________ According to the requirement of the customers, Tesco provide customers with clear aisles, make them to be able to get what they want at a good price, no queues, and great staff. 6. What is the purpose of Tesco’s shopping trip strategy? _____________________________________________________________ _____________________________________________________________ To ensure Tesco is always working hard to make it a better place to shop, at home and abroad. Lead-in Text A Text B Real Life Practice Practical Writing www.themegallery.com http://www.dutpgz.cn

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