秘書英語Unit13 When can you make the delivery

1、普通高等教育秘書學系列規(guī)劃教材普通高等教育秘書學系列規(guī)劃教材大連理工大學出版社秘秘 書書 英英 語語 總主編史玉嶠姚懷山總主編史玉嶠姚懷山主編馮修文陳璇主編馮修文陳璇主審呂菊林主審呂菊林When can you make the deliveryUnit 13Speaking ModuleListening ModuleReading ModuleWriting Module13.413.113.213.3Translating Module13.5Culture Module13.6Topic 1 Buyers requirement for deliveryAs for shipment,

2、 the sooner the better.The goods we ordered are seasonal goods, so we hope you can ship them all at one time.We hope that the goods would arrive in time for the New Year rush.We hope that you will make all necessary arrangements to deliver the goods in time.We might refuse the shipment if it doesnt

3、arrive on time.We hope that the goods would arrive by the high demand season.Could you possibly make your delivery date not later than June?I wonder if you could advance the shipment by one month as we need it urgently.13.1 Sprsking ModuleTask One Warming-upDirection: Four or five students in a team

4、 make group discussion and then make presentation with the help of expressions given for reference.We should like to have this additional quantity delivered together with the balance of the previous order.The order No. 123 is urgently required. We have to ask you to speed up shipment. Could you poss

5、ibly effect shipment more promptly?A timely delivery means a lot to us.Could you do something to advance your shipment?We assure you that shipment will be made no later than the first half of March.We shall appreciate it if you will effect shipment as soon as possible.13.1 Sprsking ModuleTask One Wa

6、rming-upTopic 2 Reply to the requirement for earlier shipmentWe can effect shipment in December or early next year at the latest.Im afraid July is the best we can do.Im sorry we cant promise delivery earlier than July.The earliest time of delivery will be July.The best we can promise is to deliver t

7、he goods 4 or 5 days earlier.The best we can do is to deliver 50 per cent promptly. The balance/The remaining 50 per cent will have to be delivered next month.We can make prompt shipment only if we are able to secure the necessary shipping space.We have to contact the manufacturers. Maybe its possib

8、le, but we are not sure whether we can obtain the necessary shipping space.13.1 Sprsking ModuleTask One Warming-upA: GlobeFood. Garry speaking.B: Hello, this is Helen.A: Hello, Helen!B: Im phoning about the delivery of these 60,000 tons of walnuts from Shanghai to New York.A: I see. I believe it wil

9、l be better to transport the goods by multimodal transport.B: I cannot agree more. Containers are safe, and the goods dont need to be conveyed many times.A: Yes, we can unload at the port and then we deliver the walnuts to the customers by trucks.B: Could the expenses be very high?13.1 Sprsking Modu

10、leTask Two Pair WorkDirection: Work with your partner on the following conversation, and use it as guide when making up your own conversation.A:International multimodal transport is a very effective way of transportation. The combined transport operator is responsible for the whole process of differ

11、ent ways of transportation. Its a safe and competitive way of transportation. It saves the transportation cost and time so the freight is reasonable.B: Id like to know the exact delivery charges from Shanghai to New York.A: Well, the delivery charges are $ 3,000 for a standard container, just 30% of

12、 air transport freight charges.B: Thats good. What about the bill of loading?A: We supply combined transport bill of loading.B: So we should advise our bank to accept it during establishment of L/C instead of the usual B/L.A: Well, we suggest that you allow partial shipment.B: Im afraid that partial

13、 shipment is not allowed. The goods we ordered are seasonal goods, so they must be shipped all at one time.13.1 Sprsking ModuleTask Two Pair WorkA: You see, its very difficult for us to book so much shipping space at once.B: But if we miss the season, it wont bring profits.A: When will you expect th

14、e shipment?B: We hope you will have these goods on board a ship before the end of October. Wed like them to be there in time for our Thanksgiving Day.A: To ensure timely shipment at one time, well get in contact with the shipping company and see what their shipping arrangement will be.B: Im waiting

15、for you early reply.13.1 Sprsking ModuleTask Two Pair Work13.2 Listening ModuleTask One Initial StepDirection: You will hear five short recordings. Each recording is followed by three different statements decoding it. Choose the correct statement, and mark A, B or C for the correct choice.1A. The pa

16、cking terms are unacceptable.B. The goods should be packed in metal cases.C. The goods should be packed in wooden cases.2A. The packing cartons should be fireproof.B. The packing is with a fireproof lining inside.C. The packing is with a fireproof lining outside.13.2 Listening ModuleTask One Initial

17、 Step3 A. 6 kg each case is against the contract.B. 10 kg each case is womans special requirement.C. The woman wants the goods to be packed in wooden cases.4 A. “Fragile” means free of charge.B. “Fragile” means careful.C. “Fragile” means easy to be broken.5 A. The man is worried about cardboard box

18、packing.B. The woman assures that cardboard boxes are strong enough.C. The man disagrees to cardboard box packing.13.2 Listening ModuleTask Two Step UpBroadly speaking, _(1) is a method whereby those concerned about some form of hazard contribute to a common _(2), usually an insurance company, an or

19、ganization chartered under state or provincial laws to act as an insurer, out of which losses sustained by the contributors are paid.On the legal side, insurance means a contractual relationship that exists when one party (the insurer), for a consideration (the _(3), agrees to_(4) another party (the

20、 insured) an indemnity, for loss to a specified subject (the risk) caused by designated contingencies (hazards or perils), or to pay on behalf of the insured all reasonable sums for which he or she may be _(5) to a third party (the claimant). To effect a legal protection for such a relationship, gen

21、eral trading rules provide that an insurance _(6) or certificate be purchased in form of a written or printed document with _(7) forms attached and endorsement added to it.Direction: Fill in the blanks with the words, phrases or sentences youve heard.13.2 Listening ModuleTask Two Step UpIn the arena

22、 of international trade, the problems of insurance are mostly reflected in the _(8) sector, thus bringing to focus marine insurance, those coverage extends to insurance against _(9).It is quite understandable that with international business cooperation entering into a new epoch, firms interested in

23、 foreign direct investment would like insurance against the expropriation risk. In the United States such insurance is available through the Overseas Private Investment Corporation (OPIC). As a semiautonomous entity created by the Foreign Assistance Act of 1969, OPIC _(10).13.3 Reading ModuleTask On

24、e Vocabulary Study1. proprietor A. a meeting arranged in advance 2. courteous B. someone who owns (is legal possessor of) a business3. reliability C. exhibiting politeness4. coupon D. the trait of being dependable 5. appointment E. voucher; a negotiable certificate that can be detached and redeemed

25、as neededDirection: Scan the passage below and match the words and phrases with their definitions.13.3 Reading ModuleTask Two Reading Comprehension Answering QuestionsDirection: Read the passage below again and answer the following questions.1. What is the lifeblood of any business?2. What would peo

26、ple usually do to attract customers?3. Why are repeat customers very important?13.3 Reading ModuleTask Two Reading Comprehension Answering Questions8 Rules for Good Customer ServiceGood customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many n

27、ew customers as you want, but unless you can get some of those customers to come back, your business wont be profitable for long. Good customer service is all about bringing customers back. And about sending them away happy enough to pass positive feedback about your business along to others, who ma

28、y then try the product or service you offer for themselves and in their turn become repeat customers.How do you go about forming such a relationship? By remembering the one true secret of good customer service and acting accordingly, “You will be judged by what you do, not what you say.” If you trul

29、y want to have good customer service, all you have to do is ensure that your business consistently does these things:13.3 Reading ModuleTask Two Reading Comprehension Answering QuestionsAnswer your phoneGet call forwarding or an answering service. Hire staff if you need to. But make sure that someon

30、e is picking up the phone when someone calls your business. Dont make promises unless you will keep themNot plan to keep them, but willing to keep them. Reliability is one of the keys to any good relationship, and good customer service is no exception. If you say, “The goods you ordered will be deli

31、vered on Tuesday”, make sure it is delivered on Tuesday. Otherwise, dont say it. The same rule applies to client appointments, deadlines, etc. Think before you give any promise, because nothing annoys customers more than a broken one.13.3 Reading ModuleTask Two Reading Comprehension Answering Questi

32、onsListen to your customersIs there anything more exasperating than telling someone what you want or what your problem is and then discovering that that person hasnt been paying attention and needs to have it explained again? From a customers point of view, I doubt it. Let your customer talk and sho

33、w him that you are listening by making the appropriate responses, such as suggesting how to solve the problem.Deal with complaintsNo one likes hearing complaints, and many of us have developed a reflex shrug, saying, “You cant please all the people all the time”. Maybe not, but if you give the compl

34、aint your attention, you may be able to please this person this time, and position your business to reap the benefits of good customer service.13.3 Reading ModuleTask Two Reading Comprehension Answering QuestionsBe helpfuleven if theres no immediate profit in itThe other day I popped into a local wa

35、tch shop because I had lost the small piece that clips the pieces of my watch band together. When I explained the problem, the proprietor said that he thought he might have one lying around. He found it, attached it to my watch bandand charged me nothing! Where do you think Ill go when I need a new

36、watch band or even a new watch? And how many people do you think Ive told this story to?Train your staff (if you have any) to be always helpful, courteous, and knowledgeableDo it yourself or hire someone to train them. Talk to them about good customer service and what it is (and isnt) regularly. Mos

37、t importantly, give every member of your staff enough information and power to make those small customer-pleasing decisions, so he never has to say, “I dont know, but so-and-so will be back at.”13.3 Reading ModuleTask Two Reading Comprehension Answering QuestionsTake the extra stepFor instance, if s

38、omeone walks into your store and asks you to help them find something, dont just say, “Its in Aisle 3”. Lead the customer to the item. Better yet, wait and see if he has questions about it, or further needs. Whatever the extra step may be, if you want to provide good customer service, take it. They

39、may not say so to you, but people notice when people make an extra effort and will tell other people.Throw in something extraWhether its a coupon for a future discount, additional information on how to use the product, or a genuine smile, people love to get more than they thought they were getting.

40、And dont think that a gesture has to be large to be effective. The local art framer that we use attaches a package of picture hangers to every picture he frames. A small thing, but so appreciated.13.3 Reading ModuleTask Two Reading Comprehension Answering QuestionsIf you apply these eight simple rul

41、es consistently, your business will become known for its good customer service. And the best part? The irony of good customer service is that over time it will bring in more new customers than promotions and price slashing ever did!13.3 Reading ModuleTask Two Reading ComprehensionAnswering Questions

42、Word Bankbring in 帶來repeat customer 回頭客consistently adv. 一貫地；一致地reliability v. 可靠性exception n. 例外appointment n. 會晤exasperating adj. 令人憤怒的 reflex n. 反射；反應 proprietor n. 業(yè)主；店主courteous adj. 有禮貌的knowledgeable adj. 知識豐富的coupon n. 打折優(yōu)惠券13.3 Reading ModuleTask Three Reading ComprehensionUnderstanding Deta

43、ilsDirection: Read the passage again and choose the correct answer to each question.1. Why should you keep your promises? A. Because customer will be very happy if you provide high-quality products.B. Because customers would not feel very much annoyed if the goods arrived late. C. Because nothing an

44、noys customer more than a broken promise. D. Because customers would only feel unhappy if you break your promise.13.3 Reading Module2. Which can be inferred from the passage? A. Customers dislike not being paid attention to most.B. You should listen to your customers. C. You should show them that yo

45、u are listening by making the appropriate response. D. The author doesnt think customers would feel very unhappy if they are neglected.3. What would many of us respond to a complaint?A. Making an investigation into the complaint.B. Arguing with the customer. C. Taking immediate action. D. Thinking i

46、ts not a big deal.Task Three Reading ComprehensionUnderstanding Details13.3 Reading Module4. One day, why did the author pop into a local watch shop?A. His watch doesnt work.B. He lost a small piece that clips the band. C. His watch was stolen. D. He felt lonely.5. Which of the following statements

47、is not true?A. A gesture is too small to be effective.B. Offer something extra would help to bring in repeat customers. C. People love to get more than they thought they were getting. D. A small thing would not be appreciated by the customers.Task Three Reading ComprehensionUnderstanding Details13.4

48、 Writing ModuleInsurance and shipmentIn foreign trade, the transportation of goods from the exporter to the importer usually covers a long distance by air, land or sea and has to go through the procedures of loading, unloading and storing. To protect the goods from possible loss in case of such peri

49、ls, the importer or exporter generally covers the goods with an insurance company before transportation. And shipment is one of the important parts in international trade. Goods are carried by various means of conveyance: by land, by inland waterway, by sea or by air. The choice will be made accordi

50、ng to the nature of the product, the distance to be shipped, available means of transportation, time limit as well as freight cost.Task One Writing Guide13.4 Writing ModuleDecember 10th, 2012Dear Sirs,We wish to refer you to our Order No. EF-502 for 600 cases of Fancy Leather Goods, from which you w

51、ill see the transaction is concluded on a CFR basis.As we have discussed in our e-mail recently, we now desire to have the order insured at your side. We shall very much appreciate it if you could have the goods covered for our account against all risks for 110% of the invoice value, amounting to GB

52、P 35,000. We shall of course refund the premium to you upon receipt of your draft at sight on us or a debit note.We sincerely hope our request will meet your approval. In the meantime, please let us have your confirmation that you hold the consignment covered.Yours faithfully,(Signature)Task Twe Wri

53、ting Sample13.4 Writing ModuleTask Three Writing ExerciseDirection: Make a letter of a buyer asking for immediate shipment with the following information given.Goods to be shipped6000 tons of Chinese RiceReasons for immediate shipmentcontract signed long before on July 5, but not further information

54、 about the lot;our clients are in urgent need of the goods.requirementsImmediate shipment is most desirable to all parties concerned;Email the shipment notice.13.5 Translating Module1. Theft, Pilferage & Non-Delivery Risks（縮寫T.P.N.D.或TPND）2. Fresh and/or Rain Water Damage Risks 3. Clash & Breakage R

55、isks 4. Shortage Risk 或Risk of Shortage 5. Intermixture & Contamination Risks 6. Leakage Risk 或Risk of Leakage 7. Taint of Odor Risk 8. Sweating & Heating Risks 9. Hook Damage Risk 10. Rust Risk 或Risk of Rust 11. Breakage of Packing RiskTask One Practical TranslationDirection: Translate the followin

56、g English expressions into Chinese.13.5 Translating ModuleTask Two Translation AppreciationDirection: Translate and appreciate the Chinese expressions with the figure of allusion.1. 劉姥姥進了大觀園2. 豬八戒倒打一耙3. 四面楚歌4. 圍魏救趙5. 對牛彈琴6. 黔驢技窮7. 過著牛郎織女的生活8. 道高一尺魔高一丈9. 放下屠刀立地成佛10. 舍車馬，保將帥11. 異曲同工12. 跑龍?zhí)?3. 唱紅臉14. 粉

57、墨登場15. 此地無銀三百兩13.6 Culture ModuleTask One Culture MattersDirection: Work with your partner, discuss the following questions, and then read the passage about Time and Culture. After reading the passage, talk about the questions again.1. Why do peoples attitudes toward time differ from culture to cult

58、ure?2. How do people from monochromic societies think of time?3.How do people from polychromic societies think of time?4.Will peoples attitudes toward time change in business globalization?13.6 Culture ModuleTask One Culture MattersTime and CultureAttitudes toward time differ from culture to culture

59、. Some cultures with a past orientation view the traditions of what came before as being more important in many ways than the present. Japan, India, China, and numerous cultures of Eastern Europe have always placed a significant value on past achievement and on honoring the lives and spirits of ance

60、stors. Many cultures throughout Asia and the Latin world have a strong sense of the past and the role that traditional values must play in present day decision. While cultures with a present orientation are focused on the moment, neither invoking the past nor wondering about the future. 13.6 Culture