新視野大學(xué)英語(yǔ)視聽說教程第二版第2冊(cè)答案(全新完整版)

《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》新視野大學(xué)英語(yǔ)視聽說教程第二版第2冊(cè)答案(全新完整版)案場(chǎng)各崗位服務(wù)流程銷售大廳服務(wù)崗：1、銷售大廳服務(wù)崗崗位職責(zé)：1)為來訪客戶提供全程的休息區(qū)域及飲品;2)保持銷售區(qū)域臺(tái)面整潔;3)及時(shí)補(bǔ)足銷售大廳物資,如糖果或雜志等;4)收集客戶意見、建議及現(xiàn)場(chǎng)問題點(diǎn)；2、銷售大廳服務(wù)崗工作及服務(wù)流程階段工作及服務(wù)流程1）自檢儀容儀表以飽滿的精神面貌進(jìn)入工作班前階區(qū)域段2）檢查使用工具及銷售大廳物資情況，異常情況及時(shí)登記并報(bào)告上級(jí)。服務(wù)侯客迎詢問客戶送客戶流程班中工行為迎接遞閱上飲品添加茶水作程序規(guī)范指引資料（糕點(diǎn)）工作1）眼神關(guān)注客人，當(dāng)客人距3米距離要求時(shí)，應(yīng)主動(dòng)跨出自己的位置迎賓，然后《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》注意15度鞠躬微笑問候：“您好！歡迎光臨！”事項(xiàng)2）在客人前方1-2米距離領(lǐng)位，指引請(qǐng)客人向休息區(qū)，在客人入座后問客人對(duì)座位是否滿意：“您好！請(qǐng)問坐這兒可以嗎？”得到同意后為客人拉椅入座“好的，請(qǐng)入座！”3）若客人無置業(yè)顧問陪同，可詢問：請(qǐng)問您有專屬的置業(yè)顧問嗎？，為客人取閱項(xiàng)目資料，并禮貌的告知請(qǐng)客人稍等，置業(yè)顧問會(huì)很快過來介紹，同時(shí)請(qǐng)置業(yè)顧問關(guān)注該客人；4）問候的起始語(yǔ)應(yīng)為“先生-小姐-女士早上好，這里是XX銷售中心，這邊請(qǐng)”5）問候時(shí)間段為8:30-11:30早上好11:30-14:30中午好14:30-18:00下午好6）關(guān)注客人物品，如物品較多，則主動(dòng)詢問是否需要幫助（如拾到物品須兩名人員在場(chǎng)方能打開，提示客人注意貴重物品）；7）在滿座位的情況下，須先向客人致歉，在請(qǐng)其到沙盤區(qū)進(jìn)行觀摩稍作等《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》待；階段工作及服務(wù)流程飲料（糕點(diǎn)服務(wù)）1）在所有飲料（糕點(diǎn)）服務(wù)中必須使用托盤；2）所有飲料服務(wù)均已“對(duì)不起，打擾一下，請(qǐng)問您需要什么飲品”為起始；工作3）服務(wù)方向：從客人的右面服務(wù)；班中工要求4）當(dāng)客人的飲料杯中只剩三分之一時(shí)，作程序注意必須詢問客人是否需要再添一杯，在二事項(xiàng)次服務(wù)中特別注意瓶口絕對(duì)不可以與客人使用的杯子接觸；5）在客人再次需要飲料時(shí)必須更換杯子；1）檢查使用的工具及銷售案場(chǎng)物資情況，異常情況及時(shí)記錄并報(bào)告上級(jí)領(lǐng)導(dǎo)；下班程2）填寫物資領(lǐng)用申請(qǐng)表并整理客戶意見；序3）參加班后總結(jié)會(huì)；4）積極配合銷售人員的接待工作，如果下班時(shí)間已經(jīng)到，必須待客人離開后下班；《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》吧臺(tái)服務(wù)崗.1吧臺(tái)服務(wù)崗崗位職責(zé)1）為來訪的客人提供全程的休息及飲品服務(wù)；2）保持吧臺(tái)區(qū)域的整潔；3)飲品使用的器皿必須消毒；4）及時(shí)補(bǔ)充吧臺(tái)物資；5）收集客戶意見、建議及問題點(diǎn)；.2吧臺(tái)服務(wù)崗工作及流程階段工作及服務(wù)流程1）自檢儀容儀表以飽滿的班前階區(qū)域段2）檢查使用大廳物資情況，異常情精神面貌進(jìn)入工作工具及銷售況及時(shí)登記并報(bào)告上級(jí)。服務(wù)服務(wù)準(zhǔn)迎客：保得知需客戶流程班中工作程序行為規(guī)范問詢需求按需求提供飲品客戶離開后清理桌面階段工作及服務(wù)流程《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》工作1)在飲品制作完畢后，如果有其他客戶仍班中工要求在等到則又銷售大廳服務(wù)崗呈送；作程序注意2)所有承裝飲品的器皿必須干凈整潔；事項(xiàng)5）檢查使用的工具及銷售案場(chǎng)物資情況，異常情況及時(shí)記錄并報(bào)告上級(jí)領(lǐng)導(dǎo)；下班程6）填寫物資領(lǐng)用申請(qǐng)表并整理客戶意見；序7）參加班后總結(jié)會(huì)；8）積極配合銷售人員的接待工作，如果下班時(shí)間已經(jīng)到，必須待客人離開后下班；1.3.4展示區(qū)服務(wù)崗崗位職責(zé)車場(chǎng)服務(wù)崗.1車場(chǎng)服務(wù)崗崗位職責(zé)1）維護(hù)停車區(qū)的正常停車秩序；2）引導(dǎo)客戶車輛停放，同時(shí)車輛停放有序；3）當(dāng)車輛挺穩(wěn)時(shí)，上前開車門并問好；同時(shí)提醒客戶鎖好車門；4）視情況主動(dòng)為客戶提供服務(wù)；5）待車輛停放完好后，仔細(xì)檢查車身情況請(qǐng)客戶簽字確認(rèn)；.2階段工作及服務(wù)流程班前階1）自檢儀容儀表段2）檢查周邊及案場(chǎng)區(qū)設(shè)備、消防器材是否良《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》好，如出現(xiàn)異常現(xiàn)象立即報(bào)告或報(bào)修3）檢查停車場(chǎng)車位是否充足，如有異常及時(shí)上報(bào)上級(jí)領(lǐng)導(dǎo)迎引導(dǎo)敬為問指引銷售服務(wù)流程送為引敬檢查車班中工作程序行為規(guī)范1.敬禮2.指引停車3.迎客問好4.目送工作及服務(wù)流程階段1）崗位應(yīng)表現(xiàn)良好的職業(yè)形象時(shí)刻注意自身的表現(xiàn)，用BI規(guī)范嚴(yán)格要求自己工作班中工要求作程序注意事項(xiàng)2）安全員向客戶敬禮，開車門，檢查車輛情況并登記，用對(duì)講系統(tǒng)告知銷售大廳迎賓，待客人準(zhǔn)備離開目送客人離開；《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》1）檢查使用的工具情況，異常情況及時(shí)記錄并報(bào)告上級(jí)領(lǐng)導(dǎo)；下班程2）參加班后總結(jié)會(huì)；序3）統(tǒng)計(jì)訪客量；4）積極配合銷售人員的接待工作，如果下班時(shí)間已經(jīng)到，必須待客人離開后下班；展示區(qū)禮賓崗.1展示區(qū)禮賓崗崗位職責(zé)1）對(duì)過往的客戶行標(biāo)準(zhǔn)的軍禮，目視；2）與下一交接崗保持信息聯(lián)系，及時(shí)將信息告知下一崗位，讓其做好接待工作；3）熱情禮貌的回答客戶的提問，并做正確的指引；4）注視崗位周邊情況，發(fā)現(xiàn)異常及時(shí)上報(bào)上級(jí)領(lǐng)導(dǎo)；.2展示區(qū)禮賓崗工作及服務(wù)流程階段工作及服務(wù)流程1）自檢儀容儀表班前階段2）檢查周邊及案場(chǎng)區(qū)設(shè)備、消防器材是否良好，如出現(xiàn)異?，F(xiàn)象立即報(bào)告或報(bào)修班中工服務(wù)敬禮問指引樣板敬禮目送作程序流程《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》行為規(guī)范1.迎接客戶2.指引客戶3.為客戶提供幫助4.目送客戶1）禮賓崗必須掌握樣板房戶型、面積、朝向、在售金額、物業(yè)服務(wù)管理費(fèi)用等客戶比較關(guān)注的話題；2）禮賓崗上班后必須檢查樣板房的整工作體情況，如果發(fā)現(xiàn)問題必須及時(shí)上報(bào)并要求協(xié)助銷售進(jìn)行處理；注意3）視線范圍內(nèi)見有客戶參觀時(shí)，遠(yuǎn)處目事項(xiàng)視，待客戶行進(jìn)1.5米的距離時(shí)，敬軍禮并主動(dòng)向客戶微笑問好，“歡迎您來參觀樣板房，這邊請(qǐng)，手勢(shì)指引樣板房方向”；工作及服務(wù)流程工作4）參觀期間，禮賓崗需注意背包或穿大階段班中工要求衣等可以重點(diǎn)人員進(jìn)行關(guān)注，避免樣板作程序注意房的物品丟失，當(dāng)巡檢時(shí)發(fā)現(xiàn)有物品丟事項(xiàng)失及時(shí)上報(bào)上級(jí)領(lǐng)導(dǎo)，對(duì)參觀的可疑人《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》員進(jìn)行詢問，根據(jù)銷售部的意見決定是否報(bào)警；5）樣板房開放時(shí)間，在未經(jīng)銷售、項(xiàng)目部允許而進(jìn)行拍照、攝像等行為勸阻，禁止任何人員挪動(dòng)展示物品；6）樣板房開放時(shí)禮賓崗要關(guān)注老人、小孩、孕婦及行動(dòng)不便的人群，對(duì)在參觀過程中出現(xiàn)的意外及物品損壞必須及時(shí)上報(bào)上級(jí)領(lǐng)導(dǎo)，根據(jù)銷售部的意見進(jìn)行處理并做好登記；7）樣板房開放期間禮賓崗要禮貌準(zhǔn)確的回答客戶的問題，對(duì)不能回答的問題需引導(dǎo)給銷售人員由其進(jìn)行用含糊不清或拒絕來回答；8）留意客戶是否離開樣板房，解答，嚴(yán)禁通知電瓶車司機(jī)來接客戶；9）當(dāng)客戶參觀完畢離開樣板房，待客戶1.5米距離時(shí)微笑敬禮目送客戶，手勢(shì)指向出門的方向，若電瓶車未到，向客戶致歉并說明電瓶車馬上就到；10）每天下班要對(duì)樣板房物品進(jìn)行檢查并做好登記，如出現(xiàn)丟失或損壞須向上《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》級(jí)領(lǐng)導(dǎo)呈報(bào)，根據(jù)銷售部意見進(jìn)行處理并做好記錄；11）禮賓崗下班后要關(guān)閉樣板房的水源、電源及監(jiān)控系統(tǒng)并與晚班人員做好交接；12）對(duì)于特殊天氣，樣板房禮賓崗要檢查周邊環(huán)境，以防不則；1）檢查使用的工具情況，異常情況及時(shí)記錄并報(bào)告上級(jí)領(lǐng)導(dǎo)；下班程2）參加班后總結(jié)會(huì)；序3）統(tǒng)計(jì)訪客量；4）積極配合銷售人員的接待工作，如果下班時(shí)間已經(jīng)到，必須待客人離開后下班；電瓶車服務(wù)崗.1電瓶車服務(wù)崗崗位職責(zé)1）嚴(yán)格按照規(guī)定的路線及線路行駛，將客人送到指定地點(diǎn)；2）正確執(zhí)行駕駛操作流程，確保車行安全；3）了解開發(fā)建設(shè)項(xiàng)目的基本情況并使用統(tǒng)一說辭，在允許的情況下禮貌回答客戶問題；4）車輛停放時(shí)及時(shí)對(duì)車輛進(jìn)行清潔，確保車輛干凈；5）負(fù)責(zé)車輛的檢查；6）對(duì)車輛實(shí)施責(zé)任化管理，未經(jīng)允許任何人不得駕駛；7）不允許非客戶人員乘坐電瓶車；《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》8）做好電瓶車的交接工作.2電瓶車服務(wù)崗工作及服務(wù)流程階段工作及服務(wù)流程1）自檢儀容儀表班前階2）檢查電瓶車運(yùn)行狀態(tài)，如發(fā)現(xiàn)問題立即上段報(bào)上級(jí)領(lǐng)導(dǎo)進(jìn)行維修并做好記錄服務(wù)問指引車輛起車輛行駛下流程行為規(guī)范1）迎接客戶上車2）轉(zhuǎn)彎、減速、避讓班中工作程序提示客戶3）下車提示客戶小心1）電瓶車駕駛員載客至樣板房過程中禁止鳴笛、超速、遇車避讓；工作2）客戶上車時(shí)應(yīng)主動(dòng)問好，歡迎您來到XX項(xiàng)目，車輛行駛時(shí)應(yīng)提示客戶坐穩(wěn)扶好，到達(dá)目的駕駛員提示客戶樣要求注意事項(xiàng)地時(shí)，板房已經(jīng)到達(dá)請(qǐng)小心下車，客戶離開電瓶車時(shí)應(yīng)說：歡迎下次乘坐，謝謝再見，《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》請(qǐng)慢走；3）帶客戶下車時(shí)應(yīng)檢查車上是否有遺留物品，并提示客戶隨身帶好物品；4）電瓶車必須嚴(yán)格按照規(guī)定路線行駛；5）做好行車記錄；1）待客戶全部離開后將電瓶車開至指定位置，并將車輛進(jìn)行清潔及充電；下班程2）整理客戶意見，參加班后會(huì)；序3）積極配合銷售人員的接待工作，如果下班時(shí)間已經(jīng)到，必須待客人離開后下班；1.3.5樣板房服務(wù)崗樣板房講解崗崗位標(biāo)準(zhǔn).1樣板房講解崗崗位職責(zé)1)負(fù)責(zé)來訪樣板房客戶的全程接待與講解；2）協(xié)助、配合置業(yè)顧問介紹；3）客戶離開后，樣板房零星保潔的處理；4）收集客戶意見、建議及現(xiàn)場(chǎng)問題點(diǎn)的填寫（樣板房日常庶務(wù)）反饋單,下班后遞交案場(chǎng)負(fù)責(zé)人；.2樣板房講解剛工作及服務(wù)流程階段工作及服務(wù)流程班前階1）自檢儀容儀表，以飽滿的工作狀態(tài)進(jìn)入工《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》段作；2）檢查樣板房設(shè)備設(shè)施運(yùn)行情況，如有異常及時(shí)上報(bào)并做好登記；3）檢查樣板房保潔情況及空調(diào)開啟情況；服務(wù)迎客，引導(dǎo)客協(xié)助置向客戶流程行為規(guī)范1）站立微笑自然2）遞送鞋套3）熱情大設(shè)備設(shè)方、細(xì)致講解4）溫馨道別保持整潔施班中1）每日對(duì)接樣板房設(shè)備清單，檢查空調(diào)工作程開啟及保潔狀態(tài)；序2）站在樣板房或電梯口，笑意盈盈接待工作客戶；要求3）顧客出現(xiàn)時(shí)，身體成30度角鞠躬“歡注意迎光顧XX樣板房”事項(xiàng)4）引領(lǐng)入座并雙手遞上鞋套，雙手遞上時(shí)不宜過高，與客人坐下時(shí)的膝蓋同高；5）與客戶交談時(shí)聲音要足，吐字清晰避《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》免重復(fù)；6）專注你接待的客戶，勿去應(yīng)其他客戶，以示尊重，對(duì)其他客戶微笑點(diǎn)頭以示回應(yīng)；7）若無銷售人員帶領(lǐng)的客戶，要主動(dòng)介紹房子的戶型及基本信息，談到房子的價(jià)位時(shí)請(qǐng)客戶直接與銷售人員聯(lián)系不要直接做回答；8）參加樣板房時(shí)，未經(jīng)銷售或其他人員允許謝絕拍照及錄像，謝絕動(dòng)用樣板房物品及附屬設(shè)施，對(duì)客遺失物品做好登記并上報(bào)上級(jí)領(lǐng)導(dǎo)；9）時(shí)刻注意進(jìn)入樣板房的客戶群體，特別是小孩，要處處表達(dá)殷勤的關(guān)心，以示待客之道；10）時(shí)刻留意客戶的談話，記下客戶對(duì)樣板房的關(guān)注點(diǎn)和相關(guān)信息；11）送別，引領(lǐng)客戶入座示意脫下鞋套雙手承接，客戶起身離去時(shí)，鞠躬說感謝您參觀樣板房，并目送客戶離開；下班程1）檢查樣板房設(shè)備設(shè)施是否處于良好的運(yùn)營(yíng)序狀態(tài)，如出現(xiàn)異常及時(shí)維修；《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》2）需對(duì)接樣板房物品清單；3）整理客戶意見，參加班后會(huì)；4）積極配合銷售人員的接待工作，如果下班時(shí)間已經(jīng)到，必須待客人離開后下班；樣板房服務(wù)崗崗位標(biāo)準(zhǔn)（參見銷售大廳服務(wù)崗崗位標(biāo)準(zhǔn)）1.3.6案場(chǎng)服務(wù)崗管理要求崗前培訓(xùn)BI規(guī)范及樓盤基本情況在崗培訓(xùn)每1）公司企業(yè)文化2）客戶服務(wù)技月至少一次巧3）客戶心理培訓(xùn)4）突發(fā)事件處理5）營(yíng)銷知識(shí)培訓(xùn)6）職業(yè)安培訓(xùn)及全7）7S現(xiàn)場(chǎng)管理例會(huì)日會(huì)：每日參加案場(chǎng)管理崗組織的總結(jié)會(huì)并及時(shí)接收案場(chǎng)信息例會(huì)周會(huì)：每周參加管理崗組織的服務(wù)類業(yè)務(wù)點(diǎn)評(píng)會(huì)客戶信每日匯總客戶信息反饋到案息收集場(chǎng)管理崗反饋樣板房客戶車場(chǎng)崗客戶《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》1）考核頻次：至少每月一次；2）考核人：案場(chǎng)管理崗；監(jiān)督考3）每月匯總客戶信息反饋表，依據(jù)上級(jí)檢查及核客戶滿意度調(diào)查情況進(jìn)行績(jī)效加減；4）由案場(chǎng)負(fù)責(zé)人直接考核；5）連續(xù)兩個(gè)月考核不合格者直接辭退1.4案場(chǎng)基礎(chǔ)作業(yè)崗1.4.1案場(chǎng)基礎(chǔ)作業(yè)崗任職資格崗位類崗位名稱型任職資格基本要求：技能要求：1）男性：身高1.80米1）熟悉項(xiàng)以上；目的基本基2）年齡：(18-30)歲；情況礎(chǔ)安3）普通話標(biāo)準(zhǔn)；2）具備過作全4）學(xué)歷：高中以上；硬的軍事業(yè)崗素質(zhì)要求：素質(zhì)崗1）性格：開朗、主動(dòng)服務(wù)意識(shí)強(qiáng)有親和力；2）從業(yè)經(jīng)歷：具有同崗位經(jīng)驗(yàn)半年以上《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》基本要求：技能要求“1）男女不限；案場(chǎng)保潔崗：2）年齡30歲以下熟知藥劑使案場(chǎng)保潔3）學(xué)歷：初中以上用及工具使崗及綠化素質(zhì)要求：具有親和力，用養(yǎng)護(hù)崗對(duì)保潔及綠化工作有認(rèn)案場(chǎng)綠化養(yǎng)同感護(hù)崗：熟知樹木習(xí)性及綠化養(yǎng)護(hù)知識(shí)基本要求：男性五官端技能要求：正1）具有水學(xué)歷：中專（機(jī)電一體化）或電及空素質(zhì)要求：調(diào)證書；踏實(shí)肯干，具有親和力及2）熟悉各案場(chǎng)技術(shù)主動(dòng)服務(wù)意識(shí)保障崗崗位操作工具的使用；3）同崗工作一年以上1.4.2案場(chǎng)基礎(chǔ)作業(yè)崗?fù)ㄓ眯袨橐?guī)范《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》通參照用規(guī)范標(biāo)準(zhǔn)君正物業(yè)員工BI規(guī)范手冊(cè)1.4.3安全崗崗位標(biāo)準(zhǔn)安全崗崗位職責(zé)1）負(fù)責(zé)銷售案場(chǎng)管理服務(wù)區(qū)域的安全巡視工作，維持正常秩序；2）監(jiān)督工作區(qū)域內(nèi)各崗位工作狀態(tài)及現(xiàn)場(chǎng)情況及時(shí)反饋信息；3）發(fā)現(xiàn)和制止各種違規(guī)和違章行為，對(duì)可疑人員要禮貌的盤問和跟蹤察看；4）謝絕和制止未經(jīng)許可的各類拍照、擺放廣告行為；安全崗作業(yè)要求1）按照巡視2）遇見客戶要回答客戶的提問并正確引導(dǎo)；協(xié)助案場(chǎng)保潔人員做好案場(chǎng)的環(huán)境維護(hù)；路線巡視簽到檢查重點(diǎn)部位；站立、微笑、敬禮，禮貌的3）人過地凈，4）在每一巡視期內(nèi)檢查設(shè)備設(shè)施運(yùn)行狀態(tài)并做好記錄；5）協(xié)助做好參觀人員的車輛引導(dǎo)、指引和執(zhí)勤工作；6）積極其他崗位工作，依據(jù)指令進(jìn)行協(xié)助；《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》1.4.4保潔崗崗位標(biāo)準(zhǔn)保潔崗崗位職責(zé)1）負(fù)責(zé)案場(chǎng)辦公區(qū)域、樣板房及飾品的清潔工作；2）負(fù)責(zé)案場(chǎng)外圍的清潔工作；3）負(fù)責(zé)案場(chǎng)垃圾的處理；4）對(duì)案場(chǎng)雜志等資料及時(shí)歸位；保潔崗作業(yè)要求1）每天提前半小時(shí)上崗，對(duì)案場(chǎng)玻璃、地面等進(jìn)行全方位清潔；2）衛(wèi)生間每十分鐘進(jìn)行一次巡視性清潔；3）陰雨天提前關(guān)閉門窗；4）掌握清潔器具的使用；5）熟知清潔藥劑的配比及使用；1.4.5綠化崗崗位標(biāo)準(zhǔn)綠化崗崗位職責(zé)1)負(fù)責(zé)管理區(qū)域內(nèi)一切綠化的養(yǎng)護(hù)；2）確保綠化的正常存活率；3）對(duì)綠植進(jìn)行修剪及消殺；1.4.6案場(chǎng)技術(shù)崗崗位標(biāo)準(zhǔn)案場(chǎng)技術(shù)崗崗位職責(zé)1）全面負(fù)責(zé)案場(chǎng)區(qū)域內(nèi)設(shè)備設(shè)施的維護(hù)、維修及保養(yǎng)；2）協(xié)助管理崗?fù)瓿芍卮蠼哟ぷ靼笀?chǎng)的布置；3）現(xiàn)場(chǎng)安全的整體把控；《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》案場(chǎng)技術(shù)崗崗位要求1）每日案場(chǎng)開放前對(duì)轄區(qū)設(shè)備設(shè)施進(jìn)行檢查，保障現(xiàn)場(chǎng)零事故；2）每日班后對(duì)設(shè)備設(shè)施進(jìn)行檢查保障正常運(yùn)行并做好相關(guān)記錄；3）報(bào)修后5分鐘趕到現(xiàn)場(chǎng)；4）接到異常天氣信息，對(duì)案場(chǎng)設(shè)備進(jìn)行安全隱患排除；1.4.7案場(chǎng)基礎(chǔ)作業(yè)崗崗位要求崗前培訓(xùn)BI規(guī)范及樓盤基本情況在崗培訓(xùn)每1）公司企業(yè)文化2）客戶服務(wù)技月至少一次巧3）客戶心理培訓(xùn)4）突發(fā)事件處理5）營(yíng)銷知識(shí)培訓(xùn)6）職業(yè)安全7）7S現(xiàn)場(chǎng)管理培訓(xùn)及例會(huì)日會(huì)：每日參加案場(chǎng)管理崗組織的總結(jié)會(huì)并及時(shí)接收案場(chǎng)信息例會(huì)周會(huì)：每周參加管理崗組織的服務(wù)類業(yè)務(wù)點(diǎn)評(píng)會(huì)客戶信每日匯總客戶信息反饋到案息收集場(chǎng)管理崗反饋1）樣考核頻板房次：至少每月一次；客戶車場(chǎng)崗客戶監(jiān)督考核2）考核人：案場(chǎng)管理崗；3）每月匯總客戶信息反饋表，依據(jù)上級(jí)檢查及《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》客戶滿意度調(diào)查情況進(jìn)行績(jī)效加減；4）由案場(chǎng)負(fù)責(zé)人直接考核；5）連續(xù)兩個(gè)月考核不合格者直接辭退2服務(wù)創(chuàng)新案例項(xiàng)目推薦亮點(diǎn)為客戶愛車提供遮陽(yáng)服務(wù)服務(wù)員面向客戶時(shí)刻關(guān)注客戶上午11點(diǎn)給客戶送上點(diǎn)服心，關(guān)懷到心務(wù)《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》2服務(wù)創(chuàng)新案例項(xiàng)目推薦亮點(diǎn)夏日洗手間提供百寶箱樣板房門口提供卷尺待客戶使用標(biāo)準(zhǔn)擺毛巾送清服涼，務(wù)冬日毛巾暖人心銷銷售大廳擺售件大廳設(shè)：《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》布置整齊規(guī)布水置中花、齊煙整規(guī)缸、范范百寶箱、項(xiàng)目推介書時(shí)尚茶幾水中物花周品、花、煙圍用木樁裝飾缸《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》垃圾桶裝飾（石子邊緣放置一枚花卉）樣板房沒有電垃圾桶上方加印LOGO整齊的傘架樣板房門口鞋銷售大廳設(shè)置《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》梯所設(shè)的溫馨字畫套分門別類擺放娛樂實(shí)施（桌球等）《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》Unit1II.ListeningSkills1.M:Whydon’twegototheconcerttoday?W:I’llgogetthekeys.Q:Whatdoesthewomanimply?2.W:Ican’tfindmypurseanywhere.Theoperaticketsareinit.M:Haveyoucheckedinthecar?Q:Whatdoesthemanimply?3.M:AreyougoingtobuythatpiratedCD?W:DoIlooklikeathief?Q:Whatdoesthewomanimply?4.M:Doyouthinkthesingerispretty?W:Let’sjustsaythatIwouldn’t/tvoteforherinthelocalbeautycontest.Q:Whatdoesthewomanimplyaboutthesinger?5.M:HaveyouseenTom?Ican’tfindhimanywhere.W:Thelightinhisdormwasonjustafewminutesago.Q:Whatdoesthewomanmean?1.B2.B3.D4.C5.AIII.ListeningInTask1:Encore!Assoonasthesingercompletedthesong,theaudiencecried,“Encore!Encore!”Thesingerwasdelightedandsangthesongagain.Shecouldn’tbelieveitwhentheaudienceshoutedforhertosingitagain.Thecycleofshoutsandsongswasrepeatedtenmoretimes.Thesingerwasoverjoyedwiththeresponsefromtheaudience.Shetalkedthemandaskedthemwhytheyweresomuchaudienceinhearingthesamesongagainandagain.Oneofthepeopleintheaudiencereplied,“Wewantedyoutoimproveit;nowitismuchbetter.”1.F2.T3.F4.T5.FTask2Whatareyourfavoritesongs?《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》W:Hi,Bob!Doyouwanttogotoaconcertwithme?M:Aconcert?What'sitabout?W:Itfeaturesrecentpopsongs.Areyouinterested?M:Hmm,IwascrazyaboutpopsongswhenIwasinhighschool,butnowI'mnolongerabigfan.Popsongsgooutoffashiontooquickly.I'mbeginningtopreferoldfolksongs.W:Manyolderpeoplefindthosesongscool,andmyparentsarehookedonthemtoo.Bytheway,aprogramofgoldenoldieswasonTVyesterdayevening.M:Oh,whatapity!Imissedit.W:IhaveaDVDofoldies.Icanlendittoyouifyouwant.M:Oh,thatwouldbegreat.I'mdyingtohearthem.Manythanks.1.B2.B3.D4.A5.CTask3MusicandyourmoodTypesExamplesEffectsSlowmusicBalladsandsomeformsofclassicalmusic.Itoftencreatesapeacefulatmospherethatisgoodforrelaxingafterabusyday.VeryslowmusicJazzandblues.below50beatsItcancreateanatmosphereofsadness.perminuteFastermusicRock，heavymetalandIttendstogiveusenergydancemusic.andmakeusfeelfulloflife.Itcanbeplayedatparties,sportingeventsandincars.Rockmusiccanbeusedtoaccompanyphysicallabor.Itdoesnotmakesensetoblamerockmusicforroadaccidents.IV.SpeakingOutModel1Doyoulikejazz?《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》Laura:Hey!Bob:Hello!Laura:Doyoulikejazz,Bob?Bob:No,notmuch.Doyoulikeit?Laura:Well,yes,Ido.I’mcrazyaboutWyntonMarsalis.Bob:Oh,he’sapianoplayer,isn’the?Laura:No,he’satrumpetplayer.So,whatkindofmusicdoyoulike?Bob:Ilikelisteningtorock.Laura:Whatgroupdoyoulikebest?Bob:Er,TheCranberries.They’rethegreatest.Whataboutyou?Don’tyoulikethem?Laura:Ugh!Theymakemystomachturn!SAMPLEDIALOGA:Doyoulikeclassicalmusic?B:No,Idon’tlikeitatall.A:Whattypeofmusicdoyoulike?B:I’marealfanofpopsongs.A:Who’syourfavoritesingerorgroup?B:JayChou.Whatdoyouthinkabouthim?A:Icanhardlybearpopsongs.Theyareallnoisetome.Model2Doyoulikepunkrock?Max:Whatkindofmusicdoyoulike?Frannie:Well,Ilikedifferentkinds.Max:Anyinparticular?Frannie:Er,Iespeciallylikepunkrock.Max:Punkrock?Youdon’tseemlikethepunkrocktype.Frannie:Youshouldhaveseenmeinhighschool.Ihadmyhairdyedblue.Max:Wow,thatmusthavebeenasight!《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》Frannie:Itsurewas.Whataboutyou?What’syourfavoritemusic?Max:IguessIlikejazzbest.Hey,I’mgoingshoppingforCDstomorrow.Wouldyouliketocomealong?Frannie:Sure,thatsoundsgreat.SAMPLEDIALOGA:Whatsportsappealtoyou?B:Ilikealmosteverykindofsport.A:Isthereanythingyoulikeespecially?B:Well,IlikeX-sportsinparticular.A:x-Sports?Youdon’tlookliketheextremesportstype.B:Ihaveeventriedbungeejumpingandsurfing.A:Wow,youcertainlysurprisedme!B:Thenhowaboutyou?Whatkindofsportdoyouprefer?A:Iliket’aichimost.Infact,I’mgoingtobuysomebooksaboutt’aichi.Whydon’tyoucomewithme?B:Soundsgood.Let’sgo.Model3Itjustsoundslikenoisetome.Philip:Turndownthatnoise!Whatonearthisitanyway!Laura:Butdad…ThisisMetallica1They’resocool.Theyareoneofthemostfamousheavymetalbands.Philip:Idon’tcare.Itjustsoundslikenoisetome.Ican’tstandit!Laura:Ilovethiskindofmusic,butifyoureallyhateitthatmuch,I’lloutonsomethingelse.Whatdoyouwanttohear?Philip:Howaboutsomepopulareasy-listeningmusic.MaybesomethinglikeCelineDion?Laura:Notheragain!Hermusicisn’tveryhipanymore.Ithinksheisabore.SAMPLEDIALOGA:Thatmusicisterrible!Turnoff!《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》B:But,Mom,thisisBackstreetBoy’shitsong“Getdown”!It’sreallyappealing.A:Nonsense.It’sjustnoisetome.Ican’tputupwithitanymore.B:It’smyfavoritemusic.Butifyouhateitsomuch,I’llhatesomethingyoulike.Whatwouldliketolistento?A:Whataboutsomeoldsongsofthe1970slike“TheWhite-HairedGirl”?B:Ha-ha-ha-ha.It’snotfashionableanylonger.I’llbeboredtodeath.V.Let’sTalkTheOriginoftheSong“HappyBirthdaytoYou”Thestoryofthesong“HappyBirthdaytoYou”Beganasasweetone,butlaterbecamebitter.Twosisters,MildredHill,ateacheratakindergarten,andDr.PattyHill,theprincipalofthesameschool,wroteasongtogetherforthechildren,entitled“GoodMorningtoAll”.WhenMildredcombinedhermusicaltalentswithhersister’sknowledgeintheareaofkindergarteneducation,‘GoodMorningtoAll”wassuretobeasuccess.Thesisterpublishedthesonginacollectionentitled“SongStoriesoftheKindergarten”in1893.Thirty-oneyearslater,afterDr.PattyHillbecametheheadoftheDepartmentofKindergartenEducationatColumbiaUniversity’sTeachersCollege,agentlemanbythenameRobertColemanpublishedthesong,withoutthesisters’permission.Headdedasecondpart,whichisthefamiliar“HappyBirthdaytoYou”.Mr.Coleman’sadditionofthesecondpartmadethesongpopularand,finally,thesisters”originalfirstpartdisappeared.“HappyBirthdaytoYou”hadaltogetherreplacedthesisters’originalsong“GoodMorningtoAll”.In1916PattytooklegalactionagainstMr.Coleman.Incourt,shesucceededinprovingthatheyweretherealownersofthesong.1.GoodMorningtoAll2.。success3.musicaltalents4.without5.secondpart6replaced7.legalaction《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》8.realownersPossibleRetellingfortheTeacher’sReferenceThestoryof“HappyBirthdaytoYou”wasanice,sweetoneattheverybeginning,butlaterturnedintoabitterone.Thereweretwosisters:onewasMildredHill,andtheotherPattyHill.Theformerhadgreatmusicaltalents,whilethelatterhadknowledgeofkindergarteneducation.Bucombiningtheirabilities,thetwoproducedasongcalled“GoodMorningtoAll”.Itwasasuccess,andlaterpublishedinacollectionofsongsforkindergartens.Thirty-oneyearslateramannamedColemanpublishedthesongwithoutthesisters’permission.Tomakethingsworse,headdedasecondpart,whichisthepresent“HappyBirthdaytoYou”.Thisnewsongsoonbecamepopularandeventuallyitreplacedthesisters’firstpartaltogether.Then,in1916,PattytooklegalactionagainstColeman.Incourtshemanagedtoprovethatsheandhersisterreallyownedthesong.VI.FurtherListeningandSpeakingTask1:ThankYoufortheMusicI’mnothingspecial;infactI’mabitofaboreIfItellajoke,you’reprobablyhearditbeforeButIhaveatalent,awonderfulthing‘CauseeveryonelistenswhenIstarttosingI’msogratefulandproudAllIwantistosingitoutloudSoIsayThankyouforthemusic,thesongsI’msingingThanksforallthejoythey’rebringingWhocanlivewithoutit,IaskinallhonestyWhatwouldlifebeWithoutasongoradancewhatareweSoIsaythankyouforthemusicForgivingittome《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》MothersaysIwasadancerbeforeIcouldwalkShesaysIbegantosinglongbeforeIcouldtalkAndI’veoftenwondered,howdiditallstartWhofoundoutthatnothingcancaptureaheartLikeamelodycanWell,whoeveritwas,I’mafanSoIsayThankyouforthemusic,thesongsI’msinging…Task2:MozartMozartwasafascinatingmusicianandcomposerwhosefamecontinuestogrowmorethantwocenturiesafterhisdeath.HewasborninSalzburg,Austria,in1756.Beforetheageoffour,hehadshowngreatmusicaltalent.Hisfatherthendecidedtolethimstarttakingharpsichordlessons.Theboy’sreputationasamusicaltalentgrewfast.Atfive,hewascomposingmusic.Formthattimeon,Mozartwasperformingnconcertsandwritingmusic.Byhisearlyteens,hehadmasteredthepiano,violinandharpsichord,andwaswritingsymphoniesandoperas.HisfirstmajoroperawasperformedinMilanin1770,whenhewasonlyfourteen.Atfifteen,MozartbecametheconductorforanorchestrainSalzburg.In1781,heleftforVienna,wherehewasingreatdemandasbothaperformerandacompositionteacher.Hisfirstoperawasasuccess.Butlifewasnoteasybecausehewasapoorbusinessman,andhisfinanceswerealwaysinabadstate.Hismusicfromthenextdecadewasnotverypopular,andheeventuallyfellbackonhisteachingjobsforaliving.In1788hestoppedperforminginpublic,preferringonlytocompose.Hediedin1791attheageofthirty-five.Althoughhelivedonlyashortlife,hecomposedover600works.1.Whichofthefollowingistrueofthefour-year-oldMozart?B2.WhatcouldMozartdoattheageofsix?A3.WhichofthefollowingisNOTmentionedasoneofMozart'saccomplishmentswhilehewasinhisearlyteens?A4.WhichofthefollowingistrueofMozart?D《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》5.Whichofthefollowingcouldbethemostappropriatetitleforthepassage?CTask3:KaraokeDalin:It’sMike’sbirthdayonFriday,soabunchofusaregoingtogotothekaraokebar.Wouldyouliketocomewithus?Laura:Karaokebar?Youhaveaspecialplacejustforsinging?InAmerica,barssometimeshaveakaraokenightwherethecustomerscansingasong,butwehaven’tspecialkaraokebars!Dalin:Really?InChina,karaokeisaverypopularwayforfriendsrospendtimetogether.Wecanselectthemusicthaturgroupenjoys.Wemostlysingpopsongs.Laura:Doyousingindividuallyoringroups?Singingisnotaveryinthing,soIdon’tsingverywell.1.F2.F3.T4.T5.TSpeakingMusicalMemoriesTony:Listen!Quick,turnuptheradio!Isn’tthat“CanYouFeeltheLoveTonight?”Nancy:Yeah,itis,butwhat’sthebigdeal?Tony:WhenIwasalittleboy,mygrandmothertookmetoseethemovieTheLionKing.That’stheEltonJohnsongfromthemovie.Nancy:Istillcan’tunderstandwhyit’ssoimportanttoyou.Tony:BecauseitwasthefirstmovieIeversawwithmygrandmaandbecauseIreallylovedspendingtimewithher.Itismyfavoritesongofalltimes!Nancy:ThefirsttimeTomandIwentonadate,wewenttoseeTitanic.Ialwaysthinkofthesong“MyHeartWillGoOn”asoursong!WheneverIhearit,Ithinkofthatnight.Tony:Oh,Icanunderstandwhyyoulovethatsong!Isn’titinterestingallthememoriesweconnectwithsongs?PartI《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》Directions:Listentotheshortdialogs,andthenchoosethecorrectanswerstothequestions.Youwillheartherecordingtwice.Afterthefirstplaying,therewillbetimeforyoutochoosethecorrectanswers.Usethesecondplayingtocheckyouranswers.1.(Listentotheaudiorecordingforthequestion.)A.Heavymetal.B.Rock.C.Goldenoldies.D.Popmusic.2.(Listentotheaudiorecordingforthequestion.)A.SheisfromHongKong.B.SheisfamiliarwiththeHongKongsingers.C.Sheisnotfamiliarwiththemusictheyarelisteningto.D.Sheenjoysthemusictheyarelisteningto.3.(Listentotheaudiorecordingforthequestion.)A.Themanwon'tturnonthestereoforthewoman.B.Thewomanlovesfastmusic.C.Slowmusiccangivepeopleenergyaccordingtotheman.D.Fastmusiccangivepeopleenergyaccordingtotheman.4.(Listentotheaudiorecordingforthequestion.)A.Themanthinkstheticketsareinexpensivewhilethewomanthinkstheyareexpensive.B.Themanthinkstheticketsareexpensivewhilethewomanthinkstheyareinexpensive.C.Theyboththinktheticketsareexpensive.D.Theyboththinktheticketsareinexpensive.《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》5.(Listentotheaudiorecordingforthequestion.)A.Themanprobablymovedinnotlongago.B.Thewomanprobablymovedinnotlongago.C.Themanisinterestedinthebass.D.Thewomanwantstofinishthepartyasearlyaspossible.PartIIDirections:Listentothefollowingrecording,andthenfillintheblankswiththemissingwords.Youwillheartherecordingtwice.Afterthefirstplaying,therewillbetimetowritethemissingwords.Usethesecondplayingtocheckyouranswers.W:Oh,BackstreetBoys!Theyweremyfavoriteband(1)lastyear.M:Notanymore(2)?W:Yes,thoughmyinterestisnolonger(3)sostrong.Yousee,Iwasonceabigfan(4)ofthem.M:Iknowyoucollected(5)postersandboughteveryCDtheyevermade.W:Ialsowenttoalmosteveryconcerttheyhad—eventheones(6)inCanada!M:Don'tyouthinkthatwasstrange?Goingcrazy(7)oversomestrangers?W:Maybetoyou(8).Butstudentshavetoomuchpressure(9).Wehavetospendalotoftimestudying...M:Whichleadsyoutofallinlove(10)withpopstars?Idon'tgetit(11).W:Yousee,undergreatpressure,weneedrelaxationfromtimetotime(12).And...M:Goon(13)!W:Inasec!Let'swatchthismusicvedio(14)first!《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》PartIIIDirections:Listentothefollowingrecording,andthenchoosethecorrectanswerstothequestions.Youwillheartherecordingtwice.Afterthefirstplaying,therewillbetimeforyoutochoosethecorrectanswers.Usethesecondplayingtocheckyouranswers.1.WhathasWilliamsrecentlysaid?A.Musicpiracyiscostingthemusicindustryalotofmoney.B.Musicpiracyisagoodthing.C.Musicpiracypromotesthepopularityofhissongs.D.Musicpiracyshouldbebanned.2.WhyisWilliamssorichnow?A.Hehasrecentlyinheritedalotofmoney.B.Hehasbenefitedagreatdealfrommusicpiracy.C.Hehasgotlotsofmoneyfromtherecordcompanies.D.Hehasreceivedlargedonationsfromhisfans.3.WhenWilliamsaskedtherecordcompaniesabouttheissueofmusicpiracy,whatresponsesdidhegetfromthem?A.Theywereangrybutwouldnotdoanythingaboutit.B.Theyfoundthemselveshelpless.C.Theydidnotcaresincetheycouldgetlotsofmoneyfromover-pricedCDs.D.Theywereangryandweretryingtosettletheissueincourt.4.Whatexamplesofmusicpiracyarementionedinthepassage?A.Onlinesong-sharing.B.CDcopying.《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》C.DownloadingsongsfromtheInternet.D.BothA)andB).5.Whatisthespeaker'stoneaboutmusicpiracy?A.Neutral.B.Negative.C.Positive.D.Sarcastic.PartIVDirections:Choosethebestanswertoeachofthefollowingstatements.1.Whentheaudiencecried"Encore",thesingerwasoverjoyedwiththe_________fromtheaudience.A.answerB.replyC.responseD.RETURN2.In1781,heleftforVienna,wherehewasingreat________asbothaperformerandacompositionteacher.A.necessityB.needC.wantD.demand3.AlthoughMozartlivedonlyashortlife,he_______over600works.A.composedB.composedofC.composedin《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》D.wascomposedof4.In1916,Pattytooklegalaction________Mr.Coleman.A.overB.againstC.withD.for5.Hismusicfromthenextdecadewasnotverypopular,andheeventuallyfellbackonhisteachingjobs______aliving.A.forB.toC.onD.with6.Fromthattime_____,Mozartwasperforminginconcertsandwritingmusic.A.aheadB.forthC.onD.down7.Wesometimesdanced_____themusicinakaraokebar.A.atB.forC.withD.to8.Let'sgofor______beforewegoto_________.《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》A.lunch...concertB.thelunch...theconcertC.lunch...theconcertD.thelunch...concert9.Beforetheageoffour,Mozart______greatmusicaltalent.A.hasshownB.hadshownC.hadbeenshownD.haveshowed10.AfterPattyHillbecametheheadoftheDepartmentofKindergartenEducation,agentleman________RobertColemanpublishedthesong.A.calledthenameofB.atthenameC.bythenameofD.inthenameofUNIT2II.ListeningSkills1.W:FromwhatIcanremember,thedirectoraskedustorehearsethisonehundredtimes.M:Ahundredtimes?Isthedirectoroutofhismind?Q:Whatdoesthemanimply?2.M:Whatdidyouthinkaboutthemovieyousawlastnight?《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》W:Ishouldhavestayedathome.Itwasacompletewasteofmoney.Q:Whatdoesthewomanimply?3.W:Shesaidshemightbecomeafamousmoviestar.M:Yes,andpigsmightfly.Q:Whatdoesthemanmean?4.M:Soifyougivemetwentydollarsforthreetickets,Icangiveyoueightdollarschange.W:Oh,that'scheaperthanIexpected.Q:Howmuchisaticket?5W:She'sthebestwomandirectorever.I'veseenallhermovies.M:Areyousure?She'sneverwonanyawards.Q:Whatdoesthemanmean?1.A2.D3.B4.C5.BIII.ListeningInTask1:Finally,we'vefoundsomethingincommon.Amy:Whatdidyouthinkofthemovie,Peter?Didyoulikeit?Peter:Notreally,Amy.Itseemedthatthedirectorwasjusttryinghardtoimpressuswithstrangeclose-upsandspecialsoundeffects,butheforgottoincludeagoodstory.Amy:Themoviemadeyouthink.Itwasdifferentfromthesuperficialdialogsyouusuallyseeinfilmsthesedays.Peter:Butthemovieseemedtobetoodarkandsad.Whydoesamoviehavetobesadtobedeep?Amy:Butitisbetterthansomeviolentmovieswithnothingbutgunfightsandexplodingcars.Ipreferthought-provokingmovies.Peter:Sometimesyoudon'twanttothink.Youjustwantlight-heartedmovies.Bytheway,didyouseethenewmysterymovieshownatthelocalcinemayesterday?Amy:Oh,itwassosuspenseful.Iwasontheedgeofmyseatthewholetime.《銷售案場(chǎng)物業(yè)服務(wù)手冊(cè)》Peter:Ilovedittoo.Theplotwasgreat,andtheactingwasunbelievable.Amy:Nowwe'vefoundsomethingincommon.Iguesswecanwatchmysteriestogetherinthefuture.Peterdidnotreallylikethemoviebecausethedirectorwasjustusingstrangeclose-upsandspecialsoundeffects,butdidnotincludeagoodstory.Amyenjoyedthemoviebecauseitmadepeoplethink.Peterdisagrees,sayingamoviedoesnothavetobesadtobedeep.Amyarguesthatitisbetterthansomeviolentmovies.Still,Peterthinkssometimespeopledon'twanttothinkandjustwantlight-heartedmovies.FinallyPeterandAmyfoundsomethingincommon.Theybothlikedthenewmysterymovie,sotheycanwatchmysteriestogetherinthefuture.Task2:AnactorforgettinghislineTherewasonceagreatactorwhocouldnolongerrememberhislines.Afterseveralyearsofsearching,hefinallyfoundatheaterthatwaswillingtogivehimatry.Thedirectorsaid,“Thisisthemostimportantpart,andithasonlyoneline.Attheopeningyouwalkontostagecarryingarose.Youholdtherosetoyournosewithjustonefingerandthumb,smellitdeeplyandthensaythelineonpraiseoftherose:‘Ah,thesweetsmellofmylove.’”Theactorwasexcited.Alldaylongbeforetheplayhepracticedhislineoverandoveragain.Finally,thetimecame.Thecurtainwentup,the