1、unit04,Teaching Aim,Reading I,Reading II,Extended Activities,Teaching Aim,Teaching Aim,Unit 4 Consumer Satisfaction,1. Cognitive Information（认知信息）: Consumer Satisfaction 2. Language Focus（内容重点） Key Words: . bargain, trick, extort, silly, innocent, novelty, whereupon, rush, breathtaking, impertinence
2、, plead, outrage, sane, trifle, extravagant, loo, sticky; . persuade, rational, checkout, counter, thought-out, vulnerable, economy, dependability, convenience, rock（music）, nutritious, package, intelligent,Teaching Aim,Teaching Aim,Unit 4 Consumer Satisfaction, Phrases: . to start with, might as we
3、ll, for the sake of, in ones defense, as though, for ones life time, pile up, fall for, serve sb. right, all the same; . at other times, for pleasure Word Study: accuse, offer, resist, fade, prohibit Useful Structures: I feel certain that . It will sell well.even though . do a good job Grammar: Subj
4、unctive Mood of Verbs （1）,Teaching Aim,Teaching Aim,Unit 4 Consumer Satisfaction,3. Communicative Skills（交际技能） Expressions: Expressions of “Complaining” Practical Reading: Advertisements of Bargains 4. Lexical Knowledge（词汇学知识）: Suffixes: able/ible, al, ant/ent, ary/ory, an/ian,Reading I,Reading I,Un
5、it 4 Consumer Satisfaction,Background Information,Pre-reading,Text,New Words and Expressions,Exercises,Post-reading,Pre-reading,Pre-reading,Unit 4 Consumer Satisfaction,Pre-reading I,Pre-reading II,1 Exercise I,Pre-reading I,Unit 4 Consumer Satisfaction,Brainstorming: What does the word “bargain” me
6、an to you? Work with your partner and find the possible definitions of this word and write them down here.,something offered, sold or bought cheap,an opportunity not to be missed to buy something at a price lower than usual,a trick to make you buy something that you dont really need,to negotiate ove
7、r the terms of an agreement or contract,to negotiate with the seller for the purpose of bringing the price down,1 Exercise I,Pre-reading I,Unit 4 Consumer Satisfaction,Work with your partner and write out words about places where people go for bargains.,discount store,garage sale 现场旧货出售 chain store
8、连锁商店 five-and-ten-cent store/dime store 廉价商店 grocery store 杂货店 e-business in the Internet 网上交易 supermarket 超级市场 auction market 拍卖市场 sky market 露天市场 flea market 跳蚤市场（旧货和廉价商品市场） night market夜市 public produce market 农产品零售市场 street market 路摊 secondhand market 旧货市场,1 Exercise II,Pre-reading II,Unit 4 Con
9、sumer Satisfaction,Pairwork: Discuss with your partner the following questions.,1.Do you often bargain with shop assistants when you buy things? 2.Do you often look around the shops for bargains? 3.Where or when are you most likely to find a bargain? 4.Have you ever bought anything that you didnt ne
10、ed just because you thought it was a bargain? 5.What was the best bargain you have found? Describe it to your classmates.,1-Text-1,Text,Unit 4 Consumer Satisfaction,Bargains George Mikes,1-Text-2,Text,Unit 4 Consumer Satisfaction,1-Text-3,Text,Unit 4 Consumer Satisfaction,1-Text-4,Text,Unit 4 Consum
11、er Satisfaction,1-Text-5,Text,Unit 4 Consumer Satisfaction,1-Text-6,Text,Unit 4 Consumer Satisfaction,1-Text-7,Text,Unit 4 Consumer Satisfaction,Background Information,Background Information,Unit 4 Consumer Satisfaction,1. Definition of consumer satisfactionConsumer satisfaction is a business term u
12、sed to capture the idea of measuring how satisfied an enterprises consumers are with the organizations efforts in a marketplace. Every organization has consumers of some kind. The organization provides products （goods and/or services） of some kind to its consumers through the mechanism of a marketpl
13、ace. The products the organization provides are subject to competition whether by similar products or by substitution products. The reason an organization is interested in the satisfaction of its consumers is because consumers purchase the organizations products. The organization is interested in re
14、taining its existing consumers and increasing the number of its consumers. Consumer satisfaction is an ambiguous,Background Information,Background Information,Unit 4 Consumer Satisfaction,and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person.
15、The state of satisfaction depends on a number of both psychological and physical variables. The level of satisfaction can also vary depending on other options the consumer may have and other products against which the consumer can compare the organizations products. Because satisfaction is basically
16、 a psychological state, it is difficult to measure quantitatively. In other words, there are no units of satisfaction that have been defined. The usual measures of consumer satisfaction involve a survey instrument with a set of statements using a scale. The consumer is asked to evaluate each stateme
17、nt and then select from a scale how much the consumer agrees or disagrees with the statement.,Background Information,Background Information,Unit 4 Consumer Satisfaction,2. Benefits of consumer satisfactionConsumer satisfaction has a positive influence on the consumer: the perception of the risk that
18、 preceded the purchase disappears; the consumers self-concept might improve because the purchase was accomplished successfully; and positive information is frequently spontaneously communicated to other consumers. If a consumer is satisfied with a product, he or she would in future buy that particul
19、ar product more confidently. Brand loyalty might develop as a result. The benefit of consumer satisfaction to enterprises is that they have managed to provide products to the market that satisfy the needs of consumers. This could in turn ensure the continued existence and growth of the enterprise, p
20、articularly if the consumer is,Background Information,Background Information,Unit 4 Consumer Satisfaction,satisfied to such an extent that he or she shares the experience with other consumers. Therefore, a successful purchase is not only beneficial to the consumers, but also to the other parties inv
21、olved （the retailer and the producer that could be represented by a brand or a trade name）. 3. Factors influencing consumer satisfactionConsumer satisfaction is sometimes defined as a consumers evaluation of the actual performance of a purchase （product or service） in terms of pre-formulated objecti
22、ves and expectations. Consumer satisfaction comes when a purchase is evaluated in the course of its use and the consumer concludes that it meets or exceeds his or her initial expectations. The interaction between expectation of a product and the eventual performance of the product,Background Informa
23、tion,Background Information,Unit 4 Consumer Satisfaction,therefore leads to either consumer satisfaction or consumer dissatisfaction. Apart from the fact that individual characteristics of consumers （such as age, level of education, financial status） and personality differences have an influence on
24、the experience of consumer satisfaction and the intensity of the experience subsequent to a purchase, consumer satisfaction as such is complex and difficult to predict. It was speculated that consumer satisfaction is influenced by： the product features, taking due account of previous experience, bra
25、nd-name perceptions and symbolic elements; the context of the purchase, which includes the influence of salespeople and social references; individual characteristics that entail persuadability and perceptual distortion.,Background Information,Background Information,Unit 4 Consumer Satisfaction,4. Si
26、gns and symptoms of compulsive shoppingAt its worst, compulsive shopping can threaten marriages, destroy a familys credit rating and jeopardize its financial future. To gauge your shopping habit, go over the following list of signs and symptoms of compulsive shopping. Experiencing four or more of th
27、ese situations can indicate a problem with shopping and spending. Shopping or spending money as a result of being disappointed, angry or scared. Spending habits that cause emotional distress or chaos in ones life. Arguing with others regarding shopping or spending habits. Feeling lost without credit
28、 cards.,Background Information,Background Information,Unit 4 Consumer Satisfaction, Buying items on credit that would not be bought with cash. Feeling a rush of euphoria and anxiety at the same time when spending money. Feeling that spending or shopping is a reckless or forbidden act. Feeling guilty
29、, ashamed, embarrassed or confused after shopping or spending money. Having many purchases that are never used. Lying to others about what was bought or how much money was spent.,New Words and Expressions,New Words and Expressions,Unit 4 Consumer Satisfaction,New words and Expressions,Notes,Language
30、 and Culture Focus,New words and Expressions,New words and Expressions,Unit 4 Consumer Satisfaction,1. extort v. to obtain (sth.) by force or threats (from sb.) 勒索 2. innocent a. simple-minded 头脑简单的 3. board n. a group of directors elected by the shareholders to run a company 董事会 4. decent a. fair 公
31、平的 5. novelty n. new and unusual thing 新奇事物 6. fade v. to cause to lose color, freshness 褪色 7. whereupon conj. as a result of which 因此,New words and Expressions,New words and Expressions,Unit 4 Consumer Satisfaction,8. breathtaking a. very surprising or shocking 令人吃惊的 9. impertinence n. not being ap
32、propriate 不适当 10. pensioner n. a person who is receiving an amount of money paid regularly by a government or a company because of old age 领取养老金者 11. accuse v. to charge sb. with doing wrong, a crime etc. 指控 12. plead v. to answer a charge, saying whether one is guilty or not 认(罪) e.g. plead guilty
33、13. outrage v. to make somebody extremely angry or upset 激怒 14. defense n. the act of protecting someone against attack 辩护,New words and Expressions,New words and Expressions,Unit 4 Consumer Satisfaction,15. circular a. round 圆的 16. saw n. a tool with a row of teeth on the edge for cutting hard mate
34、rials 锯 17. seemingly ad. apparently 似乎 18. sane a. healthy in mind 心智健全的 19. persian a. of Persia ( Now called Iran) 波斯的 20. trifle a. a small amount; a little 少量；有点 21. extravagant a. wasteful of money 奢侈的 22. chop n. a small piece of meat on a bone 排骨 23. tremendous a. very great in size, amount
35、or degree 巨大的,New words and Expressions,New words and Expressions,Unit 4 Consumer Satisfaction,24. loo n. lavatory 盥洗室 25. pile v. to make a number of things lying one upon another 堆 26. quest n. an attempt to find something 探寻 27. sticky a. joining with glue or paste 粘性的 28. prohibit v. to forbid b
36、y law or rule 禁止,New words and Expressions,New words and Expressions,Unit 4 Consumer Satisfaction,1. to start with at the beginning; initially 首先；起初 2. mightmay as well there is no reason why (one) shouldnt (do sth.) 还是(做)的好 3. for the sake of for the good or advantage of 为的缘故 4. in ones defense to
37、protect somebody against attack 为辩护 5. as though as if 似乎 6. for ones lifetime for the time during which one is alive 一生 7. pile up to cause to form into a mass or large quantity 堆积 8. serve sb. right to be a good punishment for somebody 活该 9. all the same in spite of this 尽管如此 10. fall for to be tr
38、icked into believing something that is not true 上的当,Notes,Notes,Unit 4 Consumer Satisfaction,1. Gorge Mikes: a Hungarian writer who lived in Britain. The passage is from his work How to be poor. 2. . takes the following lines: does things in the ways mentioned below 3. . the attraction of the novelt
39、y soon fades: Soon, people lose their interest in this new cheap product and no longer have the enthusiasm to buy it. 4. One might as well buy it a penny cheaper: There is no good reason why one should not buy it a penny cheaper.e.g. There is nothing worth watching on the television, so we might as
40、well go to bed. 5. pengo : the basic monetary unit of Hungary. 6. shilling: British monetary unit used till 1971. A shilling is equal to 12 pence, 1 20 pound in the old English monetary system. After the adoption of the new system in 1971, this unit is no longer used.,Notes,Notes,Unit 4 Consumer Sat
41、isfaction,7. a shilling here . a shilling there: Money got bit by bit will gradually accumulate and become a considerable amount. 8. the new English monetary system: a system that has been used since 1971 in which, one pound is equal to 100 pence. 9. provided: on condition that; if and only if. (只要)
42、 10. roller-skate: a frame with 4 wheels for fitting under a shoe or a shoe with wheels fixed on it for using on any smooth surface in the way that ordinary skates are used on ice. (旱冰鞋) 11. . has been a trifle extravagant: has wasted quite a sum of money on something that is unnecessary in ones dai
43、ly life. Here “a trifle” means “a little”. 12. It will never occur to her that.:She will never realize or think of that. 13. . she could make a living out of it: . she could save a considerable sum of money which will be quite enough to cover her daily expenses.,Notes,Notes,Unit 4 Consumer Satisfact
44、ion,14. . (their guests) would feel rather strange whenever they were offered sugar to put into the coffee: People usually put lumps of sugar into coffee and tea rather than granulated sugar (砂糖). That is why their guests would feel strange when they were offered sugar to put into the coffee. Howeve
45、r, to add granulated sugar to coffee is a common practice in the US. 15. . fall for this trick: are cheated by the clever act which makes someone believe something that is not true.,bargain,Language and Culture Focus,Unit 4 Consumer Satisfaction,1. bargain 1） n. something bought cheaply or for less
46、than its usual price. 便宜货；廉价货e.g. I might buy a TV, if I can find a bargain in the sales.The shoes are a bargain at 22.2） n. an agreement. 协议；交易 相关搭配 make/strike a bargain： 达成协议e.g. We have made a bargain that hell do the shopping and Ill cook. drive a hard bargain: 达成非常有利于自己的协议e.g. He is determined
47、 to drive a hard bargain.,Lang,Language and Culture Focus,Unit 4 Consumer Satisfaction,keep ones side of the bargain: 履行协议e.g. Management and unions have struck a bargain over wage increases. ） vi. to discuss the conditions of a sale, agreement, etc. 讲价 钱；讨价还价e.g. The worker bargained for better pay
48、. 相关词 bargaining n. 讨价还价e.g. The 4% pay rise was the result of some hard bargaining.,trick,Language and Culture Focus,Unit 4 Consumer Satisfaction,2. trick） n. something one does in order to deceive someone else. 骗局；花招；诡计e.g. He pretended to be ill, but it was just a trick. 相关搭配 dirty/mean/rotten tr
49、ick: 下流的/无耻的/卑鄙的诡计） n. something one does to surprise someone else or make other people laugh. 恶作剧 相关搭配 play a trick on sb.: 捉弄某人e.g. The girls were always playing tricks on their teachers.,Language,Language and Culture Focus,Unit 4 Consumer Satisfaction,） n. a clever way of doing something that wor
50、ks very well. 诀窍；技巧e.g. The trick is to bend your knees as you catch the ball.A salesman should know all the tricks of the trade. ） vt. to deceive someone in order to get something from them or to make them do something. 欺骗；诱骗；哄骗 相关搭配 trick sb. into doing sth.e.g. Clients were tricked into believing their money was being invested. trick sb. out ofe.g. The company was treated out of 2 million. 相关词 tricky adj. 困难的；复杂的；棘手的e.g. I found myself in a very tricky situation.Finding the electrical fault is really tricky.,
