17.1 Dealing with problems



A. Discussion
Accounts 财会 Order processing 订货单处理 After-sales 售后 Dispatch 运输 Marketing 市场 Sales 销售

Answers




throw it away把它扔掉 I will file it. 我会把它归档 Regret n. 遗憾；抱歉；悲叹 vt. 后悔；惋惜； Reluctant [rɪ'lʌktənt] adj. 不情愿的；勉强的Put up 举起；提高；推举 Pass on传递；继续； Enquiry [ɛnˈkwaɪri] n. [贸易] 询盘 command respect使人敬仰；令人肃然起敬 Accelerated [ək‘seləreɪtɪd] adj. 加速的,加快的 coupon ['kupɑn] n. 息票；赠券；联票
Suggested answers




1. I’ll pass it on to Purchasing department. 2. I’ll pass it on to Accounts; I’ll send them a cheque. 3. I’ll phone her to arrange another appointment. 4. I’ll call Marcel Delisse; I’ll pass it on to Order Processing. 5. I’ll throw it away; I’ll tell the Sales department.
选择
Answers



1. d 2. b 3. c 4. e 5. a
B. Listening



R: Good morning. High Tec. W: Good morning. This is Helen Johnson from Fleeracker. I’d like to speak to Mr Noor in the Sales department. R: Sorry, what was your name? W: Johnson. Helen Johnson. R: Right, Ms Johnson. I’ll put you through to Mr Noor. M: Sales department. Noor. W: My name’s Helen Johnson. I’m from Fleeracker. I’m phoning about our order for the


17.3 Finding a solution



A. Reading
With reference to = in reference to 关于
Reference [‘ref(ə)r(ə)ns] n. 参考，参照；涉及，


提及 Case n. 箱 Intend to do 打算去做 In this matter 在这件事上
17.2 Complaining and apologizing


A. Reading New words: Handle 处理，操作 I’ll put you on hold for a minute. 请不要挂断 电话等候一分钟。 Workshop 讲习班 Seminar 研讨班 Forbidden phrases 禁用措辞 Alternative [ɔl'tɝnətɪv] n. 二中择一；供替代的
Answers

778 9021 EMI 1400 Two months End of the week Problems at the supplier’s factory.

C. Language focus

Saying what the problem is There seems to be a mistake/ mix-up. We ordered a printer and we received a monitor.
C. Language focus

Will (decisions made at the time of speaking) I’ll (will) send them back. I’ll wait for you. I won’t (will not) go yet.


Present progressive (arrangements you’ve already made) He’s coming this afternoon. You aren’t seeing her today. You’re seeing her tomorrow morning.


ቤተ መጻሕፍቲ ባይዱ




W: That’s all very well, but our customer is waiting, too. M: Look, look, I’ll see what I can do. W: OK. But I need to know when we can expect delivery. I’ll have to cancel if we don’t receive it by the end of the week. M: I’m very sorry again. Look, can I have your phone number and I’ll get back to you as soon as possible? W: It’s 778 9021. M: 778 9021. Right, Ms Johnson. I’ll see what I can do.




ABC-10P and the ABC 40-S. We placed the order two months ago. The ABC-10P arrived a couple of weeks ago, but we haven’t received the 40S yet. M: Yeah, just a moment. Could I have the order number? W: Yes. Let me see. It’s EMI 1400. M: EMI 1400. I’ll just check that. W: OK. M: Yeah, I’m very sorry- we’ve had problems with our suppliers. We’re still waiting for the delivery of some of the parts.
Unit 17 Problems, problems
AIMS



1. Deal with problems and clients 2. Complain and apologize 3. Future time will future for decisions made at the time of speaking will future and present progressive
现在进行时表将来
·is going to
·will
Answers

1. I’ll do 2. I’ll order 3. I’m meeting/ I’m going 4. I’ll show 5. are you doing/ I’ll check
D. Problem- solving


Asking for more details Could I have the order number?
Giving the reason for the problem I’m very sorry. We’ve had problems with our supplier./ There’s been a delay with the printers.


Asking when they can deliver When can I expect delivery? It’s urgent. I need it by tomorrow morning. Apologizing and saying what you will do I’m very sorry. I’ll look into it./ see what I can do.
B. Discussion

Internal 内部的 What will you do? You can choose to: -Refund the money? -Replace the machine -Ask the customer to return the machine so that the company can check it -Refuse to accept responsibility

1 2 3 4 5 6
d a f c e b




W: Hello, John. How are things? John: Am I glad to see you- what a day! W: What’s wrong? J: Everything! Look! For one thing, they’ve forgotten to send a price list with this catalogue. W: Oh, the note says it’s out of print at the moment. J: And this manual’s in Japanese! W: I’ll ask them to send us the English one. J: And look at this. We ordered 100 disks. There are only 50 here.