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Unit 4 Service Center教学目标教学过程建议Mind Map教学步骤●了解服务中心对客服务的主要内容；●熟悉服务中心提供各项服务的中英文表达；●引导学生进行头脑风暴并完成练习。
参考答案1. answering incoming calls2. transferring calls3. making wake-up callsBackground Information教学步骤●引导学生熟悉接打电话的常用表达；●引导学生掌握接打电话相关词汇；●引导学生完成练习题。
练习答案Task 1D no answeringA picking up the phoneC hanging up the phoneB holding the lineTask 21 phone card2 smartphone3 telephone receiver4 landline phone5 operator6 service directoryDoing in the Scene教学步骤●引导学生思考转接电话的具体步骤；●引导学生思考提供叫醒电话需要的关键信息；●引导学生思考处理投诉和问询的技巧；●引导学生听音频完成练习。
课文译文练习答案Scene 1 Transferring a call Task 1(1) Good afternoon. Marriott Hotel. This is Lisa speaking. How may I help you? (2) Excuse me, sir. It’s a very bad line. I can’t hear you clearly. Could you possibly call back?(3) Could you hold on a second, please? (4) I will put you through.(5) I’m afraid nobody’s answering the call at the moment. (6) Would you like to leave a message? Task 2Scene 2 A wake-up call Task 1☑ Asking for the guest ’s name and room number ☑ Asking for the date of the wake-up call ☐ Asking for the date of checking out ☑ Asking for the time of the wake-up call☑ Asking the guest if a second wake-up call is needed ☐ Asking the guest if a limousine is needed☑ Asking the guest if complimentary tea or coffee is needed ☑ Confirming the detailed information with the guestACHDB F(if nobody answers)Task 2Wake-up Call Service RecordG uest’s name: Bill Williams Room number: Room 815 Date: September 12 Time for the first call: 6:00 a.m. Time for the second call: 6:15 a.m. Answered ☑No answer ☐Answered ☑No answer ☐Tea ☑ 2 cups of black tea Coffee ☐Set by Sarah Conducted by SarahScene 3 Handling a guest’s complaints and inquiriesTask 1☐providing extra towels☑apologizing for the trouble☐refreshing the minibar☑providing complimentary fruit to comfort the guest☐telling the guest how to use the facilities☑informing the relevant departments to fix the problems immediately☑introducing the special event in detail☑transferring the guests call to the Recreation CenterTask 2Practical Reading教学步骤●引导学生熟悉本部分的生词与词组；●引导学生思考如何完成电话留言记录；●引导学生思考如何指导客人在客房打电话；●引导学生完成练习。
上海外版大学英语听说教程_第三版_第三册_听力原文及答案Unit1B1I'd Like to Make a ReservationOperator: Glory Inn, Atlanta.Paul: Hi, this is Paul Lambert. I'm the manager of the band Country Boys. You know, the rock band from Chicago. I want ...Operator: Please hold, Mr Lambert. I'm putting you through to the reservations manager.Paul: But ...Manager: Mr Lambert? This is Laurie Perry, the hotel manager. Paul: Oh, yeah? Well, I need five rooms for Friday night. That's the 15th. I want the best rooms in the hotel.Manager: Sorry, I'm afraid I cannot accept your reservation. Paul: Now look, we always stay at the Glory Inn ...Manager: I know that, sir. Last time you were here, we had a number of complaints from other guests.Paul: You mean they don't like long-haired rock musicians! Manager: That's not the problem, sir. The band used bad language in the coffee shop, and threw two TV sets into the pool.Paul: Yeah, yeah. Well, I'll tell them to be more careful this time. Manager: I'm afraid that's not all, sir. You haven't paid the account for the lasttime yet.Paul: I'm sorry. I'll put a check in the mail right away. Manager: Please do.Paul: So, what about our reservation for Friday?Manager: I'll answer that very simply, sir. No way!1. Why was Paul Lambert calling the Glory Inn? AA.To book hotel rooms at the Glory Inn for his rockmusicians.B.To ask if there are any rooms available on Friday night.C.To say that he is mailing a check to pay for the band'slast stay at the hotel.D.To apologize for his rock musicians' misbehavior lasttime when they stayed at the hotel.2. TIPS Who might the first woman be? C.A manager.A.A receptionist.B.An operator.C.An accountant.3. TIPS What did Mr Lambert promise to do on the phone? A.Tell his musicians to be more careful this time.A.Pay a higher deposit for his reservation of the bestrooms in the hotel.B.Tell his musicians not to wear long hair.C.Pay the account on time this time.4. TIPS What happened to Mr Lambert's request for a reservation? B.It would not be accepted until he had paid his earlier account first.A.It would not be accepted even if he paid his earlieraccount.B.It was turned down because he failed to pay his earlieraccount.C.It was finally accepted because he apologized for whathis musicians had done last time.5. TIPS What might be true of Ms Laurie Perry, the hotel's reservations manager? A.She makes decisions on the basis of principles.A.She is easily deceived by empty promises.B.She thinks honesty is more important than profit.C.She thinks a bank check is more reliable than an oralpromise.B2(剪头发，约理发师)Marcel Always Does My HairM: Good morning. Unisex Hairdresser's.W: Good morning. I'd like to make an appointment, please, for three o'clockthis afternoon, with Marcel.M: Let me see ... I'm sorry Marcel's busy at three. Can you suggest another day, madam?W: No. I've an important meeting to attend tonight and I must have my hair done before five. So how about 3:30?M: I'm afraid Marcel is busy all afternoon.W: What a nuisance!M: I'm terribly sorry, madam. But you should always book well in advance. W: I know. I know. But it's short notice for me, too.M: Then may I suggest Tom O'Neil? He is just as good as Marcel. W: But Marcel always does my hair. He knows what style I usually wear. M:But everybody says Tom can quickly figure out the best style for a particular customer.W: OK, then. What time will he be available?M: Er ... actually he is busy all afternoon too. But luckily, one of his customers has just called to cancel her appointment. So if you canbe here at 2:45, I can fit you in. You'll be his first customer this afternoon. W: That would be nice then. Thank you. You're really very helpful.M: You're welcome.1. What was the purpose of the woman's call? BA.To talk to Marcel.B.To make an appointment to have her hair done byMarcel.C.To cancel the appointment with Marcel.D.To say that she would come to visit O'Neil at 3:00 thisafternoon.2. TIPS Why didn't the woman make an appointment with Marcel well in advance? A.She was informed of her meeting this evening only a short while ago.A.As Marcel's regular customer, she did not have to doso.B.She did not expect that Marcel would be so popular.C.She had been too busy preparing for her meeting tocall the hairdresser's.3. TIPS What do you know about the woman? D.She likes fashionable hairstyles.A.She always wears the same hairstyle.B.She is going to attend a very important party tonight.C.She is Marcel's regular customer.4. TIPS What did the man on the phone suggest? C.That the woman come later this afternoon.A.That the woman come tomorrow.B.That the woman have her hair done by another hairdresser.C.That the woman go to another salon to have her hair done.5. TIPS How did the woman feel in the end? A.Pleased.A.Disappointed.B.Unhappy.C.Sorry.Uint2B1Choosing a Pet(答案可能有错)(给儿子买宠物)Attendant: Hello. Can I help you?Customer: Yes. I'm looking for a pet for my son. Can you suggest anything?Attendant: What kind of pet does he want? A traditional pet , a cator a dog?Or something unusual?Customer: Well, he'd like a snake or an alligator, but he isn'tgoing to get one.Attendant: We have a nice dog right now , a Rottweiler!Customer: A Rottweiler! Oh, no! I've heard about them on the news. They're very big and mean.Attendant: Oh, no, ma'am. They aren't as mean as some dogs. Customer: Really?Attendant: Yes, really. Last week we had a small dog here. It wasonly as big as your purse, but it was as mean as the devil. It bit me three times! Customer: Let's forget dogs, then.Attendant: What about a cat?Customer: A cat. Hmm ... They aren't as friendly as dogs, are they? Attendant: No, but they don't eat as much as dogs either. And they're very clean.Customer: Hmm ...Attendant: What about a bird then? A parrot or a parakeet. We have both. Customer: Which do you recommend?Attendant: Well, parakeets aren't as easy to train, and they never speak as well as parrots.Customer: Yes, but parakeets don't need as much space as parrots, do they? Attendant: That's true. Parakeets are very popular because they are so easy to keep.Customer: Yes, but they're a little noisy, aren't they? I want a quiet pet.Attendant: A quiet pet? Well, what about a goldfish? There's nothing as quiet as a goldfish.1. What was the woman doing? CA.Walking around in a pet shop.B.Looking for a pet for her son as his birthday gift.C.Asking a pet shop attendant about what kind of pet isgood for her son.D.Bargaining with a pet shop attendant about a pet shehad just chosen.2. TIPS What kind of pet did the woman have in mind? D.Either traditional or unusual.A.Not too expensive.B.Easy to take care of.C.Something quiet.3. TIPS What kind of pet did the woman's son prefer?.A traditional one like a cat or a dog.A.A very unusual one like a snake or an alligator.B.A quiet one like a goldfish.C.A mean one like a Rottweiler.4. TIPS What can you conclude from the conversation? D.The attendant was losing his patience at the end of the conversation.A.The attendant would never be able to persuade the woman to buy a pet from the shop.B.The woman's son was hard to please.C.The woman was hard to please.B2(母狗与老虎仔的故事)Dog Plays "Mother" to Tiger CubsPeople at a zoo in China have used a dog named Balu to play mother to three newborn Siberian tigers.The newborn tigers at the Shanghai Wild Animal Park, including one male and two females, were abandoned by their mother. They were very much inneed of being breast-fed and the zoo called for Balu.The first time the 7-year-old bitch acted as a tiger's mother was five yearsago when a Siberian tiger became too sick and weak to feed her four babies and the park had to place an advertisement for a replacement.Since then the animal owned by a farmer from Nanhui has been asked to play mother for 12 tiger cubs on four occasions.Officials from the park came calling for her services two months ago shortly after she had given birth to her own two puppies.Park spokesman Su Feilong recalled: "She was very strong at first sight. Though the tiger cubs were much bigger than her, she regarded them as her own children and fed them wholeheartedly."Balu has now taken to breast-feeding both her own and "adopted" babies, according to Shanghai Daily.Mr Su told the paper: "She is a loving mother, especially to those tigers. When those naughty cubs fought against her own puppies, shenever got angry with them but tried to make them quiet with a gentle hug." 1. Where does the story take place? CA.In a park in Northwest China.B.In a zoo in downtown Shanghai.C.In a wild animal park in Shanghai.D.In an amusement park in Nanhui.2. TIPS What can we learn about a female Siberian tiger in the park?B.She gave birth to three babies recently, one female andtwo males.A.She gave birth to three babies but left them.B.She got very sick and weak after giving birth so shehad no milk for her babies.C.She became a mother for the first time so she didn'tknow how to feed her babies.3. TIPS What did the park do five years ago when the mother of fourtiger cubs was too sick to look after her babies? A.They advertised in the local papers for an animal to takethe place of the mother.A.They looked for another tiger to feed the babies.B.They employed special zoo keepers to feed the cubs.C.They gave the tiger cubs to other wild animal parks. 4. TIPS What can you learn from the story? C.Dogs are always used to breast-feed other newbornanimals when the need arises.A.All animals have motherly love for their own babies.B.Not all animals have motherly love for their young.C.Female tigers are irresponsible mothers.Unit3(一个老年人与两个年轻人谈话)B1You Sure Don't Look ItAmy: Wow, it's hard to believe you're 60 years old, Sophie. You sure don't lookit.Brian: Yeah, you seem so much younger , and have more energy than most people I know my age.Sophie: Thank you, you're sweet, Brian. And I must say, I don't feel 60, either.I guess staying active is the key, and being positive. Brian: Hmmm, I wonder what we'll be doing when we're your age? Amy: It's difficult to imagine what I'll be doing ten years from now , letalone when I'm 60.Brian: You, Amy? Ten years from now? That's easy. You'll be a successfuldoctor and you'll be running two or three large clinics.Sophie: And you'll have already discovered a cure for some terrible disease. Amy: By the time I'm 30? Oh, not likely , but I do kind of like the idea.Sophie: What about you, Brian? What do you think you'll be doing in ten years? Do you think you'll still be working for the same company?Brian: Hmm, good question. Actually, I doubt it. Maybe I'll have started my own business by then. Hey, I know ... I'll own a chain of computer stores. How does that sound?Amy: And you'll have opened branch stores in every major city in the country. Brian: I like this idea.Sophie: That's being very positive.Amy: Right, we can all dream, Brian.TIPSPLAY 1. What is the conversation mainly about?D1.A.Three old people are recalling their life experiences.B.Three young people are imagining what their futurelife will be like.C.An old lady is telling two young persons the story ofher life.D.An old lady and two young people are chatting aboutwhat life will be like in ten years' time.TIPSPLAY Sophie 之所以显得年轻，这与她的爱活动和乐观态度有关。
