L3-U2-1/11Vocabulary 1How to Answer a CallA1.Effective customer service calls are important for increasing customer satisfaction.2. When customers have a positive experience, they are more likely to become loyal customers.4. When answering a customer call, begin with a greeting and identify yourself.5. Here are some polite ways to answer a call.6. Good morning! This is Linda from CC furniture.7. How may I help you?8. Hello, Thank you for calling CC Furniture. My name is Linda.9. What can I do for you?B1. After finding out what the customer needs, you can ask for their order information.2. This usually includes the customer’s name, order number, or address.3. For example.4. May I have your name and order number, please?5. Could you please repeat your account number?C1. Sometimes customers call to complain about a product or service.2. Let the customer know that you understand their feelings and experiences.3. For example,4. I am very sorry to hear that.5. We are appreciate your understanding.6. Let me try to resolve this problem for you.D1. In some situations , you may need to put a customer on hold.2. Remember to tell the customer why they are being put on hold.3. For example.4. I am going to contact our carrier.5. Please wait a few minutes while I put you on hold.E1. It is important to ensure that the customer is satisfied.2. Before ending your call, ask if there is anything else you can do to help.3. Show them your willingness to assist and wish them a good day.4. For example.5. Is there anything else I can help you with today?6. Thank you for calling. Have a great day.7. In conclusion, the key to an excellent customer service call is treating customers in a polite and helpful way.练1. They are more likely to become loyal customers.2. You can provide more efficient service.3. Begin with a greeting and identify yourself.4. They may think you don’t want to help them.5. The key to an excellent customer service call is treating customers in a polite and helpful way.6. It’s polite to wish the customer a good day.7. They might think they are being passed around because nobody wants to handle their problem.8. Here are some steps to answer a customer service call successfully.9. Name your company or department and say who’s speaking.10. Then offer to help the customer in a friendly tone to make a good first impression.11. This may include the customer’s name, order number, or account number.12. They can improve customer satisfaction.13. It allows you to understand their problem more clearly and provide more efficient service.14. Then explain how you are going to fix the problem.In some situations, you may need to transfer a customer call to another department.15. Remember to tell the customer why they are being transferred.16. Otherwise, they may think you don’t want to handle their problem.L3-U2-1/11Vocabulary 2How to Behave on a CallA1. respectful.2. To be respectful means to show politeness or care for others.3. You can be respectful in a business phone call by using polite language.4. For example.5. May I put you on hold?6. I’m sorry to keep you waiting.7. He’s away from his desk. May I have him return your call?8. Don’t use expressions such as: “He’s not here. Call back later.”‘or’“I don’t know where he is.”B1. Punctual.2. To be punctual means to do something on time.3. If you have scheduled a phone call at two, you need to make that call punctually.4. If you call too early or too late, it may seem that you don’t value someone’s time.5. Concise.6. To be concise means to provide information clearly and briefly.7. People may get impatient if you talk for too long.8. To be concise, you should focus on the main purpose of the call.C1. Positive2. To be positive means to try to improve a situation or offer help rather than doing nothing.3. Using positive language is important when answering customers’ questions.4. For example, instead of saying “I don’t know” you can say “Let me find that out for you right now.”D1. Explicit2. To be explicit means to tell someone something in a clear and direct way.3. When asking for something on the phone, be explicit so the other person knows exactly what you want.4. For example, you can say, “The reason I’m calling is …”练1. Set an alarm on your phone.2. When answer a customer’s questions, use positive language.3. If you provide useful information to a customer, you are being informative.4. When making a request on the phone, be explicit so the other person knows exactly what to do.5. When you have a call scheduled, you can set an alarm on your phone to notify you in advance.6. If you call too early or too late, you run the risk of making a negative impression.7. He’s not here. Call back later.8. If you have scheduled a phone call at two, you need to make that call punctually.9. Let me find that out for you right now.10. To be explicit means to say or explain something in a clear and direct way.11. When making a request on the phone, be explicit, so the other person knows exactly what you want.12. Giving informative answers helps clarify problems.13. You can gather information before making a business phone call.L3-U2-1/11Vocabulary 3How to Host a CallA1. A conference call is a telephone call that involves three or more people.2. It allows people in different locations to hold a meeting.3. Begin the call by greeting everyone and introducing yourself.4. Mention your company name and job title if necessary.5. If the participants don’t know each other, you should introduce them.6. Good morning and thank you for attending this meeting.7. I’m James, the sales director of CC Furniture.8. I’m calling in with my assistants, Alicia and Ben.9. We also have Eddie and Julia calling in from New York.B1. Next, explain the purpose of the call.2. Mention the topics you will discuss and any goals you want to accomplish.3. Here’s the agenda for today’s meeting.4. We are going to address the following issues.C1. Your meeting will be more focused if you make a schedule beforehand.2. You should plan the agenda, as well as the order in which everyone speaks.3. This prevents participants from talking over each other during the meeting.D1. As the host of a conference call, you are responsible for making sure it runs smoothly.2. If the meeting goes off topic, you need to bring it back on track.3. This is really interesting.4. But can I suggest we get back to the topic at hand?5. Let’s discuss the marketing plan before moving on to the next topic.E1. At the end of the call, summarize the main points of the meeting.2. If there are any tasks that need to be done, make a list of them.3. After the meeting, you can send this information to all participants.4. This keeps everyone on the same page.5. In short, we reviewed our KPIs from last quarter and made plans for next quarter.6. Please review today’s meeting minute attached in the email.7. Please hand in your report by Friday.8. Don’t forget to thank everyone for their time.9. Thank you all for your participation.10. Thank you for attending the meeting.练：1. You can also improve the efficiency by making a schedule beforehand.2. This involves planning the order in which each person is going to speak.3. It also prevents participants from talking over each other.4. During the call, you are responsible for overseeing the conversation and making sure it goes smoothly.5. If the conversation goes off topic, try to bring it back on track.6. At the end of the call, summarize the main points of the discussion.7. Remember to list the tasks that need to be finished.8. You may send this information to everyone after the call to remind them.9. And don’t forget to thank everyone for their time.10. A telephone call with three or more people.11. Conference calls allow people in different locations to hold a meeting.12. A clear purpose can keep participants on the same page.13. List the tasks that need to be finished.14. If you are hosting a conference call, begin by greeting everyone and introducing yourself.15. Give the name of your company and your job title if necessary.16. Then introduce the participants if they are not familiar with each other.17. Next, briefly tell everyone the purpose of the call.18. Explain the topics you want to discuss and the goal you want to accomplish.19. It can keep participants on the same page.L3-U2-1/11 Vocabulary 4Hosting to Schedule a CallA1. Here is how you can set up a meeting over the phone.2. Tell the recipient what the meeting is about and who will attend it.3. You should also mention how long the meeting will last.4. The meeting will be about our sales target in Q4.5. We’d like to set sales objectives.6. All members of sales department are required to attend.7. The meeting will probably last for an hour.B1. Before you call, check your calendar.2. Suggest a possible meeting time according to your schedule.3. If you are calling a potential customer, it’s better to offer more options.4. Could we have the meeting on Thursday afternoon or Friday morning?5. I will be busy on Thursday, but Friday morning works for me.6. Would Tuesday at four or Wednesday at three work for you?7. Wednesday at three would be great.C1. At the end of the call, confirm the purpose, time, and location of the meeting.2. If the other person will travel to the meeting, give them your office address and phone number.3. To confirm, we’re meeting at nine a.m. on Friday to discuss our sales objectives.4. Our office is on the 42nd floor of the Smith Building on 259 Green Street.C1. It’s good to be flexible.2. If the other person isn’t available at the time you suggest, let them choose another time.3. I understand. What time works best for you?4. Is there a preferred time you’d like to meet?5. If you have trouble finding us, please call me at 553-1317.练1. Setting appointments over the phone is an important skill in the workplace.2. Making an appointment can be complicated if two people are very busy.3. It is necessary to find a time that is convenient for both parties.4. Tell the recipient what the meeting is about and who will attend.5. Explain what you want to discuss and what you want to accomplish.6. You can also mention how long the appointment is expected to last.7. If the other person isn’t available at these times, you can let them choose another time.8. It’s good to be flexible.9. Be willing to have the appointment at a time convenient for them.10. Before ending the call, confirm all the details of the appointment.11. This includes the purpose, the time and the location of the appointment.12. You may also offer extra information like directions and your contact information.13. Before you call, you should check your calendar.14. Let them choose another time.15. Confirm the details of the appointment.16. If you are calling a potential customer to schedule a meeting it’s better to offer more meeting times.17. What time works best for you?L3-U2-1/11 DialogueA business Phone callA1. Hello, thank you for calling Grant Manufacturing.2. This is Annie Lu speaking.3. How can I help you?4. Hi, This is Peter Jones, from J.Hill.5. Could I speak with your manager, Grace Wang, please?6. Sure, let me put you through.7. I’m sorry.8. She’s not available right now.9. Can I take a message?10. Sure, there was a problem with this week clothing should mental.11. You sent us the wrong suits.12. Oh, I’m sorry to hear that.13. I’ll have her call you back as soon as she’s available.14. Thank you.15. Please do, it’s quite urgent.B1. Could I have your phone number, please?2. The area code for the US is 001.3. And my number is 489-783-9542.4. And how is your name spelled?5. My first name is Peter, P-E-T-E-R.6. And my last name is Jones, J-O-N-E-S7.Ok, let me see if I have it right.8. So that’s Peter Jones.9. And your phone number is 001- 489-783-9542.10. Is that correct?11. Yes, thanks a lot.12. You’re very welcome.C1. Hello, this is Peter Jones speaking.2. Hi, Peter, this is Grace.3. I’m sorry, I just miss your call.4. Don’t worry about that.5. And thanks for calling back so quickly.6. It’s rather urgent.7. Yes, Annie informed me that the wrong shoes were sent to you.8. That’s correct.9. We ordered a shipment of Teccos, but we received the Keatons instead.10. We need Teccos as soon as possible for our Christmas sale.D1. Understood.2. If we send them tomorrow, they’ll arrive on Wednesday morning your time.3. Is that ok?4. No, I’m afraid that’s too late.5. we need them by Tuesday afternoon.6. I’m sorry, but there are no more shipments going out today.7. Ok, ship tomorrow, and use the express shipping8. Yes, we’ll do everything to help you get the shoes by Tuesday afternoon.9. Thank you Grace.10. But I don’t expect this to happen again.11. No, it won’t.12. Again, I’m terribly sorry about this.13. Thank you for your understanding.练：1. Could I speak with your manager?2. To make sure the information is right.3. The secretary takes a message for her manager because she’s unavailable.4. She repeats Mr. Jones’ name and phone number to make sure the information is right.5. J. Hill needs Tecco shoes as soon as possible.6. There is a Christmas sale soon.7. He needs the shoes by Tuesday afternoon.8. He thanks the manager for calling him back so quickly.9. He is a little angry about the mistake.10. He needs the shipment as soon as possible because there is Christmas sale soon.11. She thanks the caller and offers help.12. He needs to discuss a shipping problem.13. She make sure the information is right.14. He lives in a different country.15. Mr. Johns needs to talk to the manager about a shipping problem.16. The secretary makes sure the information is right before ending the call.17. She returned his call quickly.18. She apologizes for missing Mr. John’s call.19. He requests express service because his company needs the shoes by Tuesday afternoon.L3-U2-3/11 Vocabulary 1Order ActionsA1. To place an order.2. You place an order to order something.3. Customers can place orders to businesses.4. When placing an order, a customer should make their needs clear.5. He made a mistake with his order, so it was shipped to the wrong place.B1. to process an order.2. To process an order means to collect, pack, and label the items in it.3. An order is usually processed by a business’ distribution center.4. After being processed, the order will be shipped out.5. Today, many distribution centers use robots to process most orders.C1. to ship an order.2. To ship an order means to send it to a customer.3. The time it takes for an order to arrive can depend on the shipping method.4. To get the materials as soon as possible, we paid for priority shipping.D1. to track an order.2. To track an order means to follow its progress.3. By tracking an order, a customer can find out where it is and when it will arrive.4. You can track an order with an order number.5. To track your order, input the order number here.E1. to cancel an order.2. To cancel an order means to stop it from being delivered.3. An order usually can be canceled before being shipped.4. If it takes too long to process an order, the customer may choose to cancel it.5. The order didn’t ship after three weeks, so we canceled it.F1. to return an order.2. To return an order means to send it back.3. When you return an order, you can get a refund or exchange it.4. They returned the printer because it was the wrong model.5. The office couch they ordered was too large, so they returned it for a smaller one.练1. The time an order takes to arrive can depend on the shipping method.2. A good process makes a workflow as efficient as possible.L3-U2-3/11 Vocabulary 2Communication ActionsA1. To promise2. To promise something means to guarantee it will happen.3. You should keep your promises to earn people’s trust.4. Domino’s promises to deliver pizzas within 30 minutes.5. They promised to have everything ready this month.B1. to request2. To request something means to ask for it formally or politely.3. Customers can request detailed product information from sellers.4. Employees may need to request the access to important company data.5. He requested to transfer to the sales team.C1. to confirm.2. To confirm means to make sure something is certain.3. By confirming something, you can avoid misunderstandings about it.4. When taking an order, you need to make sure every detail has been confirmed.5. Let me confirm your order information.6. We should not make assumptions. Let’s confirm what he meant.D1. To clarify.2. To clarify means to make something clear.3. Clarifying a complex situation helps people understand it.4. When you are unsure of something, ask someone to clarify it.5. She clarified the policy changes for her team.6. I don’t quite understand the new workflow. Could you please clarify it?E1. To inform2. To inform someone means to tell them about something.3. Keeping your co-workers in formed is important for good communication.4. The marketing team informed the legal department about the campaign.5. Thank you for keeping me informed.6. No problem! We should all stay on the same page.练1. If you tell someone that you will do something, you are making a promise.2. When you ask for something formally, you are requesting it.3. A project manager should clarify the project’s goals to keep the team focused and on track.4. Keeping your promises to people helps earn their trust.L3-U2-3/11 Vocabulary 3the Supply ChainA1. Manufacturer.2. A manufacturer produces goods in a large quantity.3. It allows businesses to save money by not running their own factories.4. Usually, manufacturers sell their goods to distributors or other manufacturers.5. For example, a tire manufacturer could make tires for car factories, or sell them to a tire distributor.B1. Distributor.2. A distributor distributes goods to a network of businesses.3. It usually sells goods to retailers.4. For example, a food distributor will buy goods from a manufacturer and sellthem to supermarkets.C1. Supplier.2. A supplier provides products or services to other businesses.3. A manufacturer usually relies on many different suppliers.4. For example, Toyota has hundreds of component suppliers around the world.D1. Carrier.2. A carrier transports goods from one place to another.3. Carriers allow businesses to move a large number of goods quickly and safely.4. Carriers can also help retailers deliver shipments.E1. Retailer.2. A retailer sells goods directly to consumers.3. Retailers allow consumers to buy their products online or in stores.4. Examples of retailers include supermarkets, department stores, and bookstores.练1. It produces goods in a large quantity.2. It sells goods to retails.3. In some situations, you may need to put a customer on hold.4. Businesses need carriers to transport goods.5. A tire manufacturer could make tires for car factories, or sell them to a tire distributor.L3-U2-3/11 Vocabulary 4the Elements of an OrderA1. Order number.2. An order number is given to an order once the order has been placed.3. You can use an order number to track your order.4. Hello, I’d like to know the current status of my order.5. Sure, May I have your order number, please?B1. Order quantity2. The order quantity is the amount of items in an order.3. How much an order costs to ship can depend on its quantity.4. But if a company places a large order, it may receive a discount.5. This can help reduce the total cost.C1. Shipping type2. The shipping type is the method of shipment used for an order.3. In addition to order quantity, shipping type can also influence shipping costs.4. For example, overnight shipping is much more expensive than regular shipping.5. Can you send it by express shipping(快递)?6. Sure, that will add 20 dollars to your total cost.D1. Delivery date.2. A delivery date is the date when a customer will receive an order.3. It is based on the processing time and shipping speed of an order.4. Customers can sometimes arrange a specific date with sellers.5. For example, you can request to receive office supplies on a working day.6. He changed the delivery date because he would be away for two weeks.E1. Cost of an order.2. The cost of an order includes the cost of the products as well as the shipping fee.3. Many online retailers now offer free shipping.4. But a product with free shipping may cost more.5. So customers need to be careful when estimating the total cost of an order.练1. Quantity is the number or amount of something.2. Customers need to be careful when estimating the total cost of an order.L3-U2-3/11 DialogueTaking an OrderA1. Hi, this is Joan Harris from Olsen Chair Design.2. How can I help you today?3. Hi, I’d like to place an order for one of your chairs.4. Certainly, have you ordered from us before?5. I have. A year ago.B1. Ok, great.2. So, which model of chair are you interested in ordering?3. The Comfort Plus model.4. Ok, and how many would you like to order?5. 65 chairs.6. Do you have that many available?7. It won’t be a problem.8. The Comfort Plus is one of our most popular models.9. We always keep a large supply in our warehouse.C1. Greats, could I get an estimate before I place the order?2. Certainly, I can send you one through email before the end of the day.3. Just to confirm packaging and shipping costs are including the estimate, right?4. Yes, the estimate includes the cost of the order plus the cost for packaging and shipping and insurance.5. Ok, after you send it can you also call me to confirm.6. All right, I will call you as soon as I send the estimate.7. Great, thanks so much for your help, Joan.8. You’re welcome.D1. Hi, this is Joan Harris from Olsen Chair Design.2. Hi, Joan.3. I’m calling to confirm the estimate for your order.4. It’s going to be $3575(three thousand five hundred and seventy-five dollars).5. If you want shipping insurance that would be in additional $35(thirty-five dollars).6. If shipping insurance really necessary?7. I think so. You may lose a lot of money if you order gets damaged or lost.8. But if you get insurance, you can get your money back when there are any problems.E1. Ok, I’ll pay for insurance.2. So, then your total costs will be $3610 (three thousand six hundred and ten dollars.3. What’s you preferred method of payment?4. I’ll do a bank transfer.5. I already have your account information from the last time we ordered from you.6. Great, once we received your payment, your order should ship within 48 hours.7. It will probably arrive at your office in about seven business days.8. Great, thanks so much, goodbye.9. You’re welcome, bye.练1. He wants to place an order.2. It’s one of their most popular models.3. an estimate of the cost.4. To confirm the estimate for his order.5. He can get his money back if there are any problems.6. After they receive his bank transfer.7. It’s one of their most popular models, so they always keep a large supply in their warebouse.L3-U2-5/11 Vocabulary 1How to Write an EmailA1. Here are some ways to write clear and professional emails.2. Make sure your email subject is clear and direct.3. The subject line can determine whether your email is opened or not.4. So it should include the most important information in the email.5. Let’s say you are writing an email about a meeting on Friday.6. In the subject line, you should write “Friday’s meeting” rather than “Hey” or “Want to check in.”.B1. When writing the body of your email, keep it brief.2. Avoid discussing several subjects or writing too much.3. If you have to discuss several things, mention them in the subject line or beginning of your email.4. For example, you could write, “Re: Q1 budget proposal; tomorrow’s meeting.”5. You may also want to list them with bullet points.C1. Before sending an email, it’s a good idea to proofread it.2. This means to check it for errors.3. Programs or widgets can help you check for spelling and grammar mistakes.4. But these can sometimes miss things.5. So always check an email yourself before sending it.D1. Remember to mention when you have attached a file in your email.2. If you don’t, your recipients may be confused about why you attached it.3. And they may even forget to open it.4. For example, you can write, “I have attached our latest earnings report. Please read it before our next meeting.”E1. Before sending the email, make sure the email addresses are written correctly.2. You can CC additional people who need to know about the email.3. Or you could BCC people.4. If you BCC someone, they won’t know who else is receiving the email.练1. You can proofread it.2. Make sure your email subject is clear and direct.3. I have attached our latest earnings report. Please read it before our next meeting.4. If you attach files to an email, let the recipients know what is attached and why.5. You can attach files to the email.L3-U2-5/11 Vocabulary 2Email EtiquetteA1. The body of an email is the main part of it.2. When you write a business email, make sure the body is professional.3. This gives the recipient a good impression of you and your company.4. Always begin your email with a greeting.5. If your relationship with the recipient is formal, use “Dear” followed by their title and last name.6. For example, “Dear Mr. Woods” or “Dear Professor Brown.”7. If you are on a first-name basis with the recipient, you may simply say “Hi” and their first name.8. For example, you can greet your colleague with “Hi, Michael.”B1. Introduce yourself in the first paragraph if necessary.2. Then, state the purpose of the email before moving into the main text.3. For example.4. As the head of the sales team at CC furniture, I’d like to discuss some of the details about your order.C1. The language in your email should be polite.2. For example, if you are sending a late reply, you may write, “Sorry for the delay in response.”3. If someone responds to you quickly, you can write, “I really appreciate your timely reply.”D1. If your email is long, use short paragraphs to break it up.2. And clearly state the main point of each paragraph at the beginning.3. This will make your email easier to read.4. You may even want to highlight your main points in bold(大胆的，更粗的，更醒目的).E1. At the end of the email, explain what you would like the recipient to do next, if anything.2. If you are expecting a response, you can write “I look forward to hearing from you” or “Looking forward to your reply.”3. The last step is to include an appropriate closing with your name.4. You can close the email with sign-offs(署名、落款) such as “Sincerely” or “Best regards.”练1. State the purpose of the email before moving into the main text.。