商务英语Unit 1 Customers

教材：新视野商务英语

Unit 1 Customers

Objectives Key vocabulary Lead-in Language focus Skills Business communication Homework

Objectives

When the learners finish learning this unit, they should be able to

providing information on customers and service

collecting information on customers and service.

Language focus

Direct and indirect forms

Pronunciation : weak and strong form

Skills

Writing: capital letters

Reading: kwit-Fit advertisement

Listening: customer service

Key vocabulary

1.customer: a person or organization who buys goods or services from a shop, business, etc.

e.g. The new shop across the road has taken away most of my customers.

马路对面那家新的商店把我的大部分顾客都抢走了。

2. shopper( 购物者 ) ： when people go out to buy things in shops, they are shoppers.

customers （顾客） :when people buy things from a particular shop they are that shop’s customers.

client( 委托人 ): if you are paying for professional services, e.g. from a lawyer or a bank, you are client, but in the case of medical service, you are a patient.

3. goods: articles for sale 商品，货物e.g. There’s a large variety of customer goods

in the shops.

frozen goods: 冷冻商品4. service: things that are provided by busines

s that do not manufacture products, e.g. banking, hotels

e.g. You did me a great service by showing me the truth.

你把实情告诉我，这对我很有帮助。

5. loyalty: being true and faithful

e.g. can I count on your loyalty?

你对我的忠诚能让我信得过吗？6. Repeat business: a customer is happy with the ser

vice received from a company and comes back again.

7. Customer loyalty: the customer frequently uses the same company or buys the same product.

8. Code of practice: a set of rules telling people what they can expect a company to.

9.Customer care: what companies do to satisfy their customers.

Lead-inRead the text produced by three different

companies and answer the questions.

1. What does each company offer the customer?

2. What other examples of good customer care can you think of?

Direct and indirect questions直接疑问句和间接疑问句Use

We usually use direct questions to get information.

通常用直接疑问句来获得信息e.g. How much does it cost?

e.g. Does the company have a code of practice?

1

We use indirect questions to ask ‘difficult’ or personal questions or when we want to be polite.

间接疑问句通常提出“难”问题或私人问题，或者表示礼貌

e.g. Could you tell me what qualifications you have?

e.g. Can you tell me where I go to a refund?

2

FORMDirect questions: present simple tense

直接疑问句：一般现在时We form direct questions with the auxiliary do.

由助动词 do 构成直接疑问句。e.g. Where do you shop?

！ BUT we do not use the auxiliary do with the verb to be.

但助动词 to be 不用助动词 do

e.g. Where is the customer service desk?

3

Wh-/How questions 特殊疑问句Question words auxiliary verb subject

verb

疑问句 助动词 主语 动词How much does it cost?

With be 带动词 be 的特殊疑问句Question words verb subject

疑问词 助动词 主语How much is it?

4

Yes/No questions 一般疑问句Aux subject verb

助动词 主语 动词Do I/you/we/you/they work?

Does he/she/it work?

With be 带动词 be 的一般疑问句To be subject 主语Am I/you/we/you/they OK?

Is he/she/it OK? 5

Indirect questions: present simple tense

间接疑问句：一般现在时Wh-/how questions 特殊疑问句Polite introduction question word (s) s

ubject verb

表示礼貌 疑问词 主语 动词Could you tell me how much

it costs? 6

With to be 带动词的特殊疑问句Polite introduction question word(s) subject

verb表示礼貌 疑问词 主语 动词Could you tell me how much it is?Yes/No questions 一般疑问句Polite intro if subject verb表示礼貌 if 主语 动词Could you tell me if I/you/we/you/they work?Could you tell me if he/she/it works?In indirect Yes/No questions we use if.在间接疑问句的一般形式中使用 if 。

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Pronunciation:Weak and strong forms /du/

Weak Strong1. Do you have fitness classes as well? Yes, we do.

2. Do you offer an introductory session? Yes, we do.

3. Do you have a swimming pool? Yes, we do.

4. Do you have a code of practice? Yes, we do.

Reading1.Puncture: small hole made by sth. Sharp sep. on

e made accidently in a pneumatic tyre 补胎2.Premises: statement on which reasoning is base

d.3.Valve: (sort 0f ) mechanical device for controlling

the flow of air, liquid or gas into or through a tube, pipe etc, by opening or closing a passage. 气门

4.Exhaust: ( outlet, in an engine or machine, for) steam, vapour etc that has done its work exhaust pipe 排气管

Exercise 1

1. Open _______ days per week.

2. _____________________

3. Free __________________________

4. _________ tyre-fitting

5. Extended ______________

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independence

Puncture repair service

express

guarantees

Listening

Customer service

2. Stephen is ______ to First Direct because they are extremely _____________. He can do his banking over the _________ at any time of the day; he can find out how much there is in his _______ and he can pay his ________. He also thinks the staff are very ________ and very ________.

loyal

convenient to me

phone

account

bills

professional friendly

Writing: capital letters1. Read the lists below. When do we use capital letters?① Dr Yemeh, Ms Perez, Pro. Brown, Sir David, Danuta Loc

howski② The Customer Service Manager, the Personnel Director③ Oxford Street, the Champs Elysees④ London, Paris, Tokyo, New York⑤ the River Thames, Mount Etna, the Black Forest⑥ Monday, Tuesday, Saturday, April, September, June⑦ Christmas Day, Ramadan, New Year⑧ Finland, Brazil, Fin, Brazilian, Finnish, Brazilian⑨ the Ritz Hotel, the Guggenheim Museum, the British Mu

seum⑩ First Direct, BA, Coca-Cola⑪ a CD, a TV, a BMW, a VW, An XR3i

Homework and checklist for Unit 1:

What does customer loyalty mean? Give two examples of good customer care. what does British Airways offer its

customer? What does First Direct bank offer its

customers? Change this direct question into an indirect

question: Do you have a code of practice?