英语听力教程4答案及原文.pdf

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1、 英 语 听 力 教 程 4 答 案 及 原 文(共 3 6 页)-本页仅作为预览文档封面，使用时请删除本页-Unit 1 Shopping and Banking OlinePart I Getting readyB.Keys:1:drop 2:shopping 3:mouse 4:feet 5:retailing 6:street 7:get 8:down 9:third-party 10:online 11:30%12:malls 13:Britain 14:gift-buying 15:50%16:net 17:peroidC.Keys:1:the site2:merchant,add

2、resses/phone numbers/call up 3:strictsafety measuresPart II Net shopping under fireA.Keys:1:delivery,delivery 2:delivery charges3:personal information,87%4:returning goods,47%5:order,35%,dispatch,87%6:moneyback,twoB.Keys:1:convenience 2:choice 3:obstacles 4:complete trust 5:build consummers trust 6:

3、mature 7:payment 8:servicePart III Banking at homeA.Keys:1:limited opening hours 2:Online banking services3:gettingcurrent information on products 4:e-mailing questions to the bank5:competing for customers 6:having no computers at homeB.Keys:1:It is banking through the Internet.2:Online banking offe

4、rsconvenience which appeals to the kind of customer banks want to keep.3:Banks most want to keep people who are young,well-educated,andhave good incomes.Part IV More about the topic:Secret of Good Customer ServiceB.Keys:English Good Customer Service(Harrods)1:in a pleasant environment 2:Second to no

5、ne 3:differentcustomers,take a look at everything,alternatives,come to salesassistants 4:first contact with the customerAmerican Good Customer Service(Saks)1:human side,family,occasions in life,a partnership 2:repeatbusiness,salesPart V Do you knowKeys:1:c 2:a、b、c 3:a、b、c 4:c 5:c 6:bTape scriptPart

6、I Getting readyC.Consumers who want to shop online are suggested to bear the followingthings in mind:Evaluate the site.Always buy goods from well-known2and trustworthy companies.Deal with companies which offer customerservice,a complaints procedure and have a refund to merchant.E-mail and wait for r

7、eponses.Take down the addresses and phone numbersof those companies and make sure they are real by calling them upbefore buying any products and secure connection.Since buyers mustsubmit personal information like number and expiry date of the cardthere are fears over security.Deal with sites that ap

8、ply strictsafety measures that require shoppers to give specific data knownonly to card holders before making the extra careful at a cybercafeor other public connection.Part II Net shopping under fireThere is an urgent need for e-commerce rules to boost confidence inbuying online.Consumers Internati

9、onal,a federation of 245 consumerorganizations including the UKs Consumers Association said itssurvey showed that there were still obatacles to shopping online withcomplete trust.The study,funded by the European Union,involved buying more than150 items from 17 countries.Each consumer organization ta

10、king parttried to find one site in its own country and one abroad to buy aselection of items.These included a dictionary,a doll,jeans,ahairdryer,computer software and hardware,chocolates and champagne.The key findings were:Eight of the items ordered took more than a month to reach theirdestination a

11、nd at least 11(eight percent)never arrived.Many sites did not give clear information about delivery charges.Only 13%of the sites promised that they would not sell customerspersonal information on to a third party.Only 53%of the companies had a policy on returning goods.Only 65%of the sites provided

12、confirmation of the order and only 13%told customers when their goods had been dispatched.In two cases,customers are still waiting for their money back morethan four months after returning their goods.Louis Sylvan,vice-president of Consumers International,said,Thisstudy shows that,although buying it

13、ems over the Internet can benefitthe consumer by offering convenience and choice,there are still manyobstacles that need to be overcome before consumers can shop incyberspace with complete trust.Chris Philips,Marketing Manager at a London based e-commercesecurity company commented,This study confirm

14、s the difficulties ofestablishing consumers trust in the Internet as a shoppingexperience.With statistics like these and Visa claiming 47%ofdisputes and fraud cases were Internet-related,it is little wonderthat Internet commerce is not producing the profits predicted two orthree years ago.Trust take

15、s time to build,and the Internet will not3mature as a retail channel until trusted brands,like the banks forexample,start to offer ways of supporting trust relationships withguarantees payment and service.In September,the Organization for Economic Cooperation andDevelopment will hold a meeting to di

16、scuss a set of internationalguidelines for electronic commerce.Part III Banking at homeMany people dislike walking to the bank,standing in long lines,andrunning out of checks.They are dissatisfied with their bankslimited hours,too.They want to do some banking at night,and onweekends.For such people,

17、their problems may soon be over.Beforelong,they may be able to do their banking from the comfort of theirown home,any hour of the day,any day of the week.Many banks are preparing online branches,or Internet offices,which means that people will be able to take care of much of theirbanking business th

18、rough their home computers.This process is calledinteractive banking.At these online branches,customers will be ableto view all their accounts,move money between their accounts,applyfor a loan,and get current information on products such as creditcards.Customers will also be able to pay their bills

19、electronically,and even e-mail questions to the bank.Banks are creating online services for several reasons.One reason isthat banks must compete for customers,who will switch to anotherbank if they are dissatisfied with the service they receive.Theconvenience of online banking appeals to the kind of

20、 customer banksmost want to keep people who are young,well-educated,and havegood incomes.Banks also want to take advantage of modern technologyas they move into the twenty-first century.Online banking may not be appropriate for everyone.For instance,many people do not have computers at home.Other pe

21、ople prefer to goto the bank and handle their accounts the traditional way.Eventhough online banking may never completely replace a walk-in bank,itis a service that many customers are going to want to use.Part IV More about the topic:Secret of Good Customer ServiceIn Britain they ask you,Are you bei

22、ng served Whilst in Americathey tell you to Have a nice day.But what is the secret of goodcustomer service From Harrods in London and Saks New York,weregoing to find out the dos and donts of selling protocol.The reason that Harrods has been so successful over a hundred andfifty years is two fold.Fir

23、st of all theyve offered their customersthe products they want to buy in a pleasant environment.But secondlyand more importantly,the level of customer service that theyvegiven their customers,before sale,during sale and after sale,hasbeen second to none.I think its fair to say that if you compare th

24、e4British with our cousins elsewhere in the world that we are actuallyquite a reserved lot.To a certain extent there are a lot ofshrinking violets in this country who would rather just do their ownthing.Theyd rather wander around and browse and if they do need anyhelp eventually,ask for it.So I thin

25、k the way that we approach ourown.based customers is actually slightly different to the way weknow we need to approach.For example,an American customer,orindeed a Japanese customer,or a Middle Eastern customer,who allhave different ways of doing things.Well in serving different,I guess,nationalities

26、,you do take verydifferent approaches.With Europeans,for example,you do kind of letthem take a look at everything.See whats being on offer and thenask them if they need any help.I think theyd probably much moreprefer to come to you,rather than you so much to go to them.TheAmerican customer very much

27、 expects you to go to them,approach them,show them alternatives.Well I think maybe the more European orBritish customer can be almost turned off by that if someone is seento be too aggressive,maybe too anxious to make a sale.Its most important that the first contact,the first initial meetingwith the

28、 customer is a good and successful one because on that basis,the customer will make up their mind what they want to do next.I quite like the English sales assistants because they definitelyhave better thing to do than talk to you,which I like.Its veryterrifying when you go to America.Can I help you

29、theyre likelicking you.Youre just like,No,Im fine.I just want to look.That puts me off.I love the English sales assistant.So where have you experienced the very best in customer serviceUmm,probably America.In terms of best as in,they give you so muchattention its almost embarrassing.They treat you,y

30、ou know,thehave a nice day thing.They want to help you.They want you to buy,cause they often work on a commission basis.Thats if you like best.But I prefer the.like,being ignored.Tamara:I think Englands still way behind in terms of,like America forexample.I can call in America from London and theyll

31、 track the itemdown.Its not like,Sorry madam we dont have that in your size.Ijust got the Gucci boots,which mine had actually broken.And inEngland they said,Sorry you know,thats it.So this woman in LosAngeles tracked them down and,in fact got them for me.Thatsbecause they work on commission.And the

32、sooner we learn that,thebetter the service will get.So what do the Americans have to say They may speak with a differentaccent.But is the sales pitch a foreign language to the rest of theworld5I think part of the reason Americans are known as experts is that wetend to focus a lot more in the human s

33、ide of selling,not themechanical side,which is the register and knowing about the product.We really want to know about your lifestyle.We want to know aboutyour family.We want to know about your income.We want to know aboutyour occasions in your life.And thats very different outside of theUnited Stat

34、es.Our consumer actually is comfortable with forming apartnership with a sales associate and giving up that information,very personal information,very personal information.I think thatbest part about Saks sales associate training that we actuallydevelop customers,five different types of customers an

35、d we videotapethem and put them up in front of every new sales associate and say,This is our customers.Theyre very different.Each one of them isa top customer at Saks but they shop in a very different way.A lotof stores in this industry really measure selling effectiveness bysales and quite frankly

36、thats not what Saks is about.I think theway you measure good quality staff is by repeat business.Obviouslyif you have someone on your selling floor that has a clientele,thatis the measure of a good sales associate.Part V Do you knowEverybody loves a bargain,this is a common American saying.Abargain

37、is something you buy for less than its true vale.It issomething you might not buy if it costs persons useless ugly objectcan be another persons bargain.So many Americans put it outsidewith a for sale sign on it and they have a yard sale.Just about anything can be sold at a yard sale:clothing,cooking

38、equipment,old toys,tools,books and chairs,even objects you thinkare extremely ugly or useless.You may have an electric light shapedlike a fish.You may greatly dislike its looks,but it may bebeautiful to someone else.Usually the seller puts a price on eachobject.But the price can almost always be neg

39、otiated.The price of atable,for example,might be marked$10.But the seller may accept 8.If the table has not been sold by the end of the day,the sellerprobably will take much less.Some people go to yard sales because it is part of their job.Theyearn their livings by buying old things at low prices th

40、en sellingthem at higher prices.Many others,however,go to yard sales just tohave fun.They say it is like going on a treasure hunt.Sometimesthey really do find the treasure.Ned Jaudere did.The Boston Globe newspaper says Mr.Jaudere has beencollecting native American Indian objects since he was a youn

41、g man.Last year,he stopped at a yard sale in the northeastern city ofWorcester,Massachusertts.He paid$125 for what everyone thought wasan old wooden club.Mr.Jaudere thought it was something else.Two6days later,he confirmed that the club had been used by the WampanoagIndian leader known as King Phili

42、p.King Philip used it during hiswar with the white settlers at eastern Massachusetts in 1675.Thehistoric weapon had been stolen from a museum in 1970 and had beenmissing ever since.Mr.Jardere learnt the war club was valued atabout$150 000 but he did not sell it or keep it.Mr.Jauderereturned the club

43、 to the museum near Boston Massachusetts from whichit was stolen.Questions:1.Which of the following is a common American saying2.What can be sold at a yard sale3.Why do people go to a yard sale4.When was the old wooden club stolen5.What was the real value of the club6.Why was the club at a great val

44、ueUnit 2 Hotel or B&BPart I Getting readyB.Keys:1:35%,60%2:45%,20%3:60%,80%4:30%,15%5:50%,70%6:30%,20%C.Keys:(1)1:30/single;60/double,children under 12 2:29/fullboard3:28/double+bath,excluded(2)1:hot food,fried egg 2:coffee,tea,jam,cooked 3:dinner,bed and breakfast 4:the room plus all meals 5:Value

45、Added TaxPart II A touch of homeOutline I:bed and breakfast,15 000,advantages over big hotelsII:meeting different people III:features,1883,guests IV:B&Bsnot suitable for some peoplePart III Renting a carA.Keys:1:three 2:Mon.July 10th 3:station wagon 4:$5:$6:4.7:10.8:free 9:12 cents 10:$10 11:8%12:$1

46、00B.Keys:a compact car/a station wagon/automatic transmission/current models/pick up/return the car/special weekend rate/regularrate/unlimited mileage/insurance/sales tax/a full tank of gas/deposit/lowest rates.Part IV More about the topic:What Type of Room Do You WantA.Keys:1:5 2:2 3:6 4:4 5:3 6:1B

47、.Keys:1:40,all grades 2:55,Sales 3:150,Managerial,entertaining private guest,the lake 4:220,privacy,country-side,kitchenPart V Do you know7A.Keys:(France)Italy,(2)3,(3)2,(4)8(Loudon,UK)Paris,France,(8)4 B.Keys:1:F 2:T 3:F 4:F 5:TTape scriptPart I Getting readyB.A:Good morning.Id like some informatio

48、n about tourist figures,please.First,about accommodation.What proportion of tourists stayin hotels B:Well,in an average year 60%of tourists stay in hotels,but this year 35%are staying in hotels.A:What proportion oftourists stay in holiday camps B:Well,in an average year 20%oftourists stay in holiday

49、 camps,but this year 45%are staying inholiday camps.A:Now,about places visited.What proportion oftourists visit Europe B:Well,in an average year 80%oftourists visit Europe,but this year 60%are visiting Europe.A:And what proportion of tourists visit the B:Well,in anaverage year 15%of tourists visit t

50、he but this year 30%arevisiting the A:Now,about methods of transport.Whatproportion of tourists go by plane B:Well,in an average yearabout 70%of tourists go by plane,but this year about 50%are goingby plane.A:What proportion of tourists take their own carB:Well,in an average year about 20%of tourist