Part II Listening and Speaking
A Warming Up
Look at the pictures and work in pairs to discuss the following questions.
1. What are they doing in Picture A? Are they close friends? Why or why not?
2. What can you see in Picture B? What is the woman doing? How do you know?
B Vocabulary and Sentences
I Listen to the following phrases and write down the Chinese meanings.
II Listen and complete the sentences with the right words.
1. We’ll find out the reason soon and give you a_____________________________ (replay, reply).
2. We are sorry that the goods you sent us are not the same as the___________________________ (specifications,specialisation).
3. Our_____________________________ (clients, climbers) expressed their dissatisfaction.
4. They strongly_____________________________ (demand, decide) that you compensate for the loss.
5. We hope to_____________________________ (achieve, receive) your answer.
6. Would you agree on a_____________________________ (repayment, replacement)?
7. I’m sure everything will be_____________________________ (stable, smooth) in our future business.
8. We are so sorry for the_____________________________ (inconvenience, inefficiencies) we brought to you in this matter.
9. It seems that the_____________________________ (goods, goose) get lost on route.
10. How to deal with the_____________________________ (long, wrong) goods?
III Listen to the dialogues and choose the sentences you hear.
1. —______________________________________
— Well, that’s all right.
A. We are so sorry for the inconvenience we brought to you in this matter.
B. We apologise for any inconvenience we brought to you in this matter.
2. —______________________________________
— We shipped our goods in conformity with the terms of the contract.
A. We are sorry that the goods you shipped are not up to the specifications.
B. We are sorry that the goods you sent us are not the same as the specifications.
3. — What was our clients’ reaction?
—_______________________________________
A. Our customers didn’t show their satisfaction.
B. Our clients expressed their dissatisfaction.
4. —______________________________________
— Yes, we shall be responsible for it and compensate for the loss.
A. They strongly demand that you compensate for the loss.
B. They strongly demand that you make a compensation for the loss.
5. —______________________________________
— We’ll look into it and give you the answer as soon as possible.
A. We hope to receive your answer.
B. We are looking forward to your answer.
6. — Have you found the reason for the delay?
—_______________________________________
A. It seems that the goods were out of route.
B. It seems that the goods got lost on route.
7. — I wish everything will be smooth.
—______________________________________
A. I’m sure everything will be smooth in our future business.
B. I am sure everything is good for our future business.
8. —______________________________________
— How about selling them at the spot price at your end?
A. How to deal with the wrong goods?
B. How about the wrong goods?
9. —______________________________________
— If there are no other choices, I’d have to.
A. Would you agree on a replacement?
B. Would you agree to replace them?
10. — How long should we wait for your answer?
—______________________________________
A. We will offer you the reason and a reply.
B. We’ll find out the reason soon and give you a reply.
C Process Viewing
Video Episode 1
Mr. Smith is making a claim for his lost goods with the customer service officer Eric.
I Watch the video episode and decide whether the following statements are true (T) or false (F).
_____1. The Client Manager is dealing with the claim of the customer.
_____2. Eric is talking about the exchange of the goods with the customer.
_____3. The clients are satisfied with their service.
II Watch the video episode again and choose the sentences you hear.
_____1. A. As soon as the shipping arrived at our port, we had it checked.
B. As the shipping arrived at our port, we promptly had it checked.
_____2. A. We’re sorry for this. We’ll find out the reason soon, and give you a reply immediately.
B. We’re sorry to hear this. We will give you a reply as soon as possible.
Words and Expressions
Video Episode 2
Eric is talking with his manager Clive Harris about a claim.
I Watch the video episode and choose the missing words according to what you hear.
1. We must keep_____________________________ (truck, track) of where they are.
2. Mr. Smith was supposed to receive the________________________ (shipment, shipping) two weeks ago!
II Watch the video episode again and choose the correct answers.
1. Whose claim are they working on?_________
A. Clive Harris’s. B. The shipping agent’s.
C. The manufacturer’s. D. Mr. Smith’s.
2. What is the cause of Mr. Smith’s complaint?_________
A. Delay. B. Shortage. C. Breakage. D. Loss.
3. Who will take the responsibility?_________
A. The shipping agent. B. Clive Harris.
C. Mr. Smith. D. The manufacturer.
Words and Expressions
Video Episode 3
Clive Harris is explaining the reason for the lost goods to Mr. Smith and apologising for this matter.
I Watch the video episode and choose the possible sentences which have the same meanings as the sentences you hear.
_____1. I would like to know the details about the plan of compensation.
A. I want to know the specific solution.
B. I’d like to get the points about the plan.
_____2. Would you accept to buy them at half price?
A. Would you like to buy them at a low price?
B. Would you buy them at a discount of 50%?
II Watch the video episode again and answer the following questions.
1. Why is Clive Harris apologising to the client?
2. What is the plan of compensation?
3. Does the customer agree on the plan?
Words and Expressions
Challenge yourself. Work in pairs to dub for Eric and Mr. Smith in Video Episode 1. Pay attention to your intonation and pronunciation.
D Situational Viewing
Video Episode 4
Bob finds there is something wrong with his dish and he calls the waiter.
I Watch the video episode and decide whether the following statements are true (T) or false (F).
II Watch again and put the sentences in order according to the sequence they are mentioned.
( ) The waiter apologises for the mistake.
( ) Bob finds the chicken is not well-cooked.
( ) Bob wants a well-cooked dish.
Words and Expressions
Video Episode 5
Bob wants to get a refund in the shopping mall.
I Watch the video episode and choose the correct answers.
1. What does Eric want to do?_____
A. He wants to refund the coat.
B. He wants to buy a coat.
C. He wants to change the size of the coat.
D. He wants to make a claim.
2. Why does Eric want to refund the coat?_____
A. He wants to buy another one.
B. The coat is the wrong size.
C. The coat goes without a receipt.
D. The coat is of poor quality.
3. What should Eric do when asking for a refund?_____
A. He needs to provide a credit card.
B. He needs to restore the packaging.
C. He has to pay an extra fee.
D. He needs to provide the receipt.
II Watch again and decide whether the following statements are true (T) or false (F).
_____1. He has no reason why he wants to return the coat.
_____2. He doesn’t have his shopping receipt with him.
Words and Expressions
Video Episode 6
Bob is calling the front office and making a complaint.
I Watch the video Episode and choose the correct answers.
1. What’s the relationship between the speakers?
A. Cleaner and guest. B. Employer and employee.
C. Wife and husband. D. Receptionist and guest.
2. What’s wrong with the room?
A. The room is full of the smoke. B. There is someone’s hair on the bed.
C. The air conditioner is broken. D. Not mentioned.
3. How will they deal with the problem finally?
A. Changing the room. B. Opening the air conditioner.
C. Making up the bed. D. Cleaning the house.
II Watch the video episode again and answer the following questions.
1. Who will go to the room to solve the problem?
2. If you were Bob, what would you do?
Words and Expressions
Work in pairs to make up a dialogue with your partner according to the following situation.
Suppose you are the front office clerk. How will you deal with the problem that the air conditioner in your hotel doesn’t work?