1、Unit 4 Ill have to have my match replaced. Words & expressions: alarm v. 警告，报警 disappoint v. 失望 guarantee n. 担保，保证 inconvenience n. 不便 incorrectly adv. 不适当地 错误地 quality n. 质量 refund n. 退还 replace v. 替换 appoint v.指定，命定，约定 guard v. 守卫，保卫 convenient adj. 方便的，便利的 convenience n. 便利，方便 correct adj. 正确的，合适
2、的 quantity n.量，数量，总量 re-前缀 再次，重新 fund n.资金 place v. 放置 1.Discuss and list. 2. When there is some quality problem. 3. When people gets the wrong commodity. 4. When people are not satisfied with the service. 5. When the clerk is not polite. 6. when the goods is delayed. 2.Look and match. 1) 2) 3) 4) c
3、 a b d 3. Listen and answer. 1. Why does the customer want to return the shirt? 2. What does the customer say to complain? Because the shirt is of the wrong size. Id like to have this shirt replaced. 4.Listen and complete. Tim went to the shop to . have his watch replaced. 5. Listen and tick. Name o
4、f the Customer Tim Item watch alarm Problem something wrong with the alarm something wrong with the belt of the watch other: _ Time of Purchase this week last week other: _ Solution replace refund other: _ Customer Signature _ Tim Tim: Mom: Tim: Ive got to go now. Ill have to go to the shop before w
5、ork. Whats the matter? Ill have to have my watch replaced because there is something wrong with the alarm. 6. Listen and underline. Staff: Tim: Staff: Tim: Staff: Tim: Staff: Tim: Staff: Tim: Staff: Tim: Good morning! How can I help you, sir? I bought this watch in your shop but it doesnt work very
6、well. What is the problem? The alarm doesnt work and when I took off the watch yesterday, I found it left a green mark on my wrist. Did you wear the watch in the shower, sir? No. I took it off before taking the shower. When did you buy this watch? I bought it one week ago and its still under guarant
7、ee.Im very disappointed at its quality. Im so sorry for the inconvenience we have caused you. Would you like a refund? No, Id rather have the watch replaced please. No problem, sir. Would you please show me your receipt so that I can take down some details? Well get this watch exchanged for you in n
8、o time. Thank you. Grammar focus 原因状语从句 原因状语从句用以表示导致主语中的动作或事情发生的原因，通常because, since, as, for引导 。 回答由 why提出的问题时，或说明人所不知的原因时用 because，表示直接原因，语气最强。（ because引导的原因状语从句多放在主句之后） as和 since语气较弱，一般用来表示明显的原因。（由 as和 since引导的原因状语从居多在句首） e.g. Why arent going there? Because I dont want to. As he has no car, he can
9、t get there easily. Since we have no money, we cant buy it. for表示所说的理由是一种补充说明 ,for引导的从句一般不放在句子的开头。 e.g. I decided to stop and have lunch, for I was feeling quite hungry. 目的状语从句 目的状语从句用于表达做某事的目的，通常由 so that, in order that（为了，以便）引导。 e.g. We started early so that we could catch the first train. We used
10、 the computer in order that we might save time. 15. Underline and group. Words or Phrases for Purpose Words or Phrases for Reason So that? To tell you because since for 16. Read and combine. 1） 2） 3） 4） As it was very hot last night, everybody stayed under the tree. The boy couldnt draw money from t
11、he ATM because he forgot the pin. Since he often delays his work, nobody wants to be his partner. They all passed the exam so that they would get the certificate. 17. Look and complete. David went to the bookstore today _ _. He asked the staff to exchange the MP4 player for him _. The stuff asked hi
12、m to show his receipt _. Then she asked David to wait for a moment _ _. David was very happy and gave thanks to the staff _. because he had to change his MP4 player because the one he bought yesterday didnt work very well so that she could make a record for she had to go to the Second floor to get h
13、im a new one since the staff gave him a lot of help Assembly line 生产线，流水线 Contract 合同 Patience 耐心 Produce 生产 10.Read and choose. What is the letter for? Making a complaint. Discussing a project with a business partner. Expressing gratitude. Dealing with customers complaint. 11. Read and complete. Pr
14、oblem Reason Solution delay of production incorrectly produced leaflets The assembly line of the company broken down. There was a communication problem. They thought Mr Smith wanted black and White leaflets. Pay for Mr Smiths loss. Take the incorrect leaflets back and produce the full color leaflets
15、 immediately. Reduce the price for Mr Smith by 10%. 12.Read and discuss. 1. We were very disappointed to see the leaflets you produced for our company. 2. We expected to get the leaflets on August 10, but you sent them to us on August 16. 3. The color of the leaflets is not as beautiful as we agreed
16、 in the contract. 4. We expected full color leaflets, but instead, we found black and white photos in the leaflets. 5. The delay of 6 days has caused us a big loss. T T F T T 13. Read and answer. 1. What had happened to the cameras by the time they reached the customers? 1. If you were the manager,
17、would you agree to give a discount to the customers? Why or why not? 2. If you were the manager, what would you do to avoid such inconvenience to customers in the future? The 5 cameras were badly damaged. Yes, because the damage brought inconvenience to the customers. We may set up some regulations
18、to avoid similar problems. 14. Read and complete. BB Bridge Ltd. 132 Riverside Road London, England Dear Mr Thomas, I am very sorry to learn from your letter of August 15 that the cameras you ordered on July 13 were damaged during shipping. _, I express my apology for the inconvenience we caused you
19、. _, _ as you asked. We _,_to avoid future inconvenience to customers. We regret your need to write to us, and we guarantee the safe delivery of your orders in future. Yours, John Barrett First of all Secondly we agree to give you a 10% discount Whats more have set up some regulations 18. Vocabulary
20、 practice 1. 2. 3. 4. 5. 6. T F T F T T 19. Discuss and write. e.g. take a shower 洗澡，冲凉 leave a mark 留下痕迹 reduce the price 降价 sign a contract 签合约 work out a solution 找到解决方案 ask for a refund 要求退款 make a complaint 投诉，抱怨 20. Read and complete. John: Mr Green: John: Mr Green: John: Mr Green: John: Mr Gr
21、een: John: Mr Green: Hello. This is John speaking. Id like to talk to Mr Green. This is Green speaking. What can I do for you? Im afraid I have to say we are _ the products you sent to us yesterday. What is the problem? The products are _. We ordered 100 pink T-shirts this time, but you sent us 150
22、red ones. Im terribly sorry. I think there must be a _. Well take them back and _ the payment for you. Some customers have cancelled their order because of the delay of the product. Im sorry for that and according to the contract well _. Thats fine. Id like to know when I can get the T-shirts. You c
23、an _ when we send you the T-shirts. disappointed at incorrectly produced Communication problem reduce pay for your loss decide on 21. Look and tell. Last week I bought a mobile phone, but I was disappointed to find that it didnt work very well. I went to the shop and expected to have it repaired sin
24、ce it was still under guarantee. The staff asked me to show her my receipt so that she could take down the details. I gave her the receipt and asked if I could ask for a refund too. She told me I could choose asking for a refund or having the phone repaired. I wondered whether I would have to pay for it if I had it repaired. She told me I neednt pay for anything since the phone was still under guarantee. I was very happy to hear that and I decide on repairing it. Half an hour later, I got my phone again and everything is OK then.
