《商務英語口語》課件 Unit 19 Feedback

安徽省高等學校省級規(guī)劃教材全國職業(yè)院校國際貿易專業(yè)“新形態(tài)”教材21世紀高職高專規(guī)劃教材國際經濟與貿易系列SpokenEnglishforBusinessCommunication商務英語口語ContentsModuleOne:EstablishmentofBusinessRelationsModuleTwo:BusinessTravelModuleThree:BusinessReceptionModuleFour:TradeFairSpokenEnglishforBusinessCommunicationModuleFive:BusinessNegotiationModuleSix:Follow-upServiceModuleSixFollow-upServiceSpokenEnglishforBusinessCommunicationUnit18Inspection,QuarantineandClearanceUnit20ComplaintsandClaimsUnit19FeedbackUnit19FeedbackSpokenEnglishforBusinessCommunicationWarm-upQuestionsTipsSpeakingPracticeSituationalDialogues

Warm-upQuestionsPresentationSpokenEnglishforBusinessCommunication1.Whyisitimportantforexporterstoaskforfeedbacksfromtheirforeigncustomers?Forreference:Askingforfeedbacksfromcustomersisimportantbecausebydoingsoexporterscanknowwhethertheirproductscanmeettherequirementsofforeigncustomersornot.Andthenimprovementcanbemadeabouttheirproductsandservices.Itisalsoagoodwayofmakingcustomersfeelvalued,whowouldliketopurchasemoregoodsformthesameexporter.

Warm-upQuestionsPresentationSpokenEnglishforBusinessCommunication2.Whichkindoffeedbackwouldyouliketoreceive,positiveoneornegativeone?Forreference:A.Ipreferpositivefeedbackbecauseitshowscustomers’approvaloftheproductandservice.B.Iprefernegativefeedbackbecauseitissomethingofgreatvaluethatcanhelpmeimprovetheproductandserviceinthefuture.TheImportanceofAskingforFeedbacksfromForeignCustomers

SituationalDialogues:SpokenEnglishforBusinessCommunicationDialogue1SamfromBlackDiamondiscallinghisclientBettyforthesampletestresult.A:Hello,thisisSam.CanIspeaktoBetty?B:Hi,Sam.It’sBettyspeaking.Howareyougoing?A:Prettywell.Andyou?B:Reallygood!AndisthereanythingIcandoforyou?A:Yes,againforthesampletest,arethereanyupdatesyoucansharewithus?B:Actually,Iamgoingtocallyou.Thetestresultisfairlygood,buttheblacknessisnot

uptoscratch

foritis5%weakerthanourstandard.A:Really?5%weaker?B:Youknowifthedistinctionissoclear,wecannotuseyourproductinourproductionline.A:Donotworry;Iwillconsultourtechnicianstoseeifthereisanysolutiontoit.B:Thatwouldbegreat!Ifyougetanyideas,pleaseinformmeassoonaspossible.A:Iwill.Thanksagainforyourtime.B:Youarewelcome!

SituationalDialogues:SpokenEnglishforBusinessCommunicationDialogue2Thenextday,afterSamconsultedthetechniciansofBlackDiamond,heiscallinghisclientagain.A:Hello,isthatBetty?B:Hi,Sam.Youmusthavegotsomesolutiontotheblackness,right?A:Definitely.Iwastoldthatthereasonofweaknesswasinadequatedispersion.

Ourproductmaynotdisperseenoughintheresin.Wesuggestadding

moredispersingagentandextendingjittertime.B:Addmoreagentandleavemoretime?A:Yes,Ithinkitwouldbehelpfulifyoudolikethis.B:Thanks.Iwilltryasyousuggest.Actuallywestillneed2mtsofthistypeinourproductionlinetocheckthefinalresult.A:OK,that’sallright.WouldyoulikethisorderdonebyP/Ior…?B:Pleasearrangetheproformainvoice（P/I）tous.A:Great!Iamgladtocooperatewithyouresteemedcompanyagain.

PleasechecktheP/Ilater.B:Oh,bytheway,whenwillthecargosbeready?A:Allthecargoswillbereadythisweek.B:Thanks!A:You’rewelcome.Beintouch!B:Bye-bye!

SituationalDialogues:SpokenEnglishforBusinessCommunicationDialogue3Oneandahalfmonthslater,Samiscallingtogetsomefeedbackonthedeal.A:Hello,Betty,thisisSam.Howhaveyoubeen?B:Hi,Sam.Iamprettygood.Thanksforasking.A:I

hopeourproductsofthelastorderhaveagoodperformance.B:Yes,theblacknessismuchbetter.Buttoaddmoredispersingagentwillcostusalotmore.Pleasegiveusmorediscounts,andthenwecanbetterdevelopthemarkettogether.A:Myfriend,thepricewequotedtoyouisalreadyverylow,andthepriceofrawmaterialhasalsoincreasedalotthismonth.Therewillbeamarkupof5%from

thisweek.

Buttosupportyourmarketdevelopment,wewillstillholdtheoriginalpriceforyouuntiltheendofthismonth.

Isthereanyorderplanonyourside?B:Priceincreaseisnotgoodnewsforus.ButIcanunderstand.Westillhavestock

now.

Maybenextmonthwewillarrangeourneworder.A:Couldyoukindlyinformmehowmuchstockyouhavenow?B:About1mt.A:1mtcanonlylastforafewdays.Youknow

thepriceofrawmaterialisinarising

trend

and

italsotakestimefortheconsignmenttoreachyourport.Soanearlierarrangementwillsavebothyourtimeandmoney.Howaboutyouropinion?B:OK,todayIwillsendournewPO.A:Thanks.Wewillwaitforyouremail.1. blackness:黑度（是色素炭黑產品最關鍵的檢測項目，代表顏色濃度）2.distinction:區(qū)別3.inadequate:不充分的4.dispersion:分散5.resin:樹脂6.dispersingagent:分散劑7.jittertime:晃動時間8.P/I:形式發(fā)票（ProformaInvoice）9.markup:漲價，利潤10.stock:庫存11.consignment:貨物12.PO:訂單，購貨單（PurchaseOrder）Notes:1.Arethereanyupdatesyoucansharewithus?

有什么最新消息嗎？What'sthelatestnews?

有什么最新消息嗎？Itwillbekindofyoutoupdateus.

如果有什么最新消息能告訴我們就太好了。UsefulExpressions:2.beuptoscratch達到標準，合格beuptostandard達到標準，合格toreachthestandard達到標準，合格toreachthecriteria達到標準，合格UsefulExpressions:3.Iwillconsultourtechnicianstoseeifthereisanysolutiontoit.

我會咨詢一下我們的技術人員，看看能否找到解決的方法。Iwillcheckitwithourtechnicianstofindanywaystosolvetheproblem.

我會咨詢一下我們的技術人員，看能否找到方法解決這個問題。Iwillturntoourtechnicianstoseeifthereisanyimprovement.

我會咨詢一下我們的技術人員，看看能否找到改進的方法。UsefulExpressions:4. Iwastoldthatthereasonofweaknesswasinadequatedispersion.

技術人員告訴我，色度不夠是因為分散不充分。Ourtechnicianstoldmetheweaknesswasduetoinadequatedispersion.技術人員告訴我，色度不夠是因為分散不充分。Iwasinformedthattheweaknesswasbecauseofinsufficientdispersion.技術人員告訴我，色度不夠是因為分散不充分。UsefulExpressions:5.Ithinkitwouldbehelpfulifyoudolikethis.

我想如果你這樣做，會有用的。Ithinkitwouldbeofhelpifyoudolikethis.

我想如果你這樣做，會有用的。Ibelieveitwillbeofassistancetoyou.

我覺得這個會對你們有幫助。UsefulExpressions:6. Iamgladtocooperatewithyouresteemedcompanyagain.很高興跟貴公司再次合作。Itisapleasuretoworkwithyourcompanyagain.

很高興跟貴公司再次合作。Itisawonderfulexperiencetoworkwithyourcompanyagain.很高興跟貴公司再次合作。UsefulExpressions:7.Samiscallingtogetsomefeedbackonthedeal.

山姆致電以獲取此訂單的反饋意見。Samiscallingtoaskforfeedbackofthedeal.

山姆致電詢問此訂單的反饋意見。Samismakingaphonecalltoinquireabouttheperformanceoftheirproducts.

山姆致電以獲取關于產品的反饋意見。UsefulExpressions:8.Ihopeourproductsofthelastorderhaveagoodperformance.

我希望我們上一批產品性能良好。Iwishthetestresultisfavorable.

我希望測試結果良好。Ihopetheperformanceissatisfying.

我希望性能令人滿意。UsefulExpressions:9.Therewillbeamarkupof5%fromthisweek.

本周起加價5%。Thepricewillincreaseby5%fromthisweek.

本周起價格上漲5%。Thepricewillriseby10%fromthismonth.

本月起價格上漲10%。UsefulExpressions:10.Isthereanyorderplanonyourside?

貴方近來可有訂購的計劃？Willyouconsiderorderinglately?

貴方近來可有訂購的計劃？Haveyougotanyplanforfurtherorderrecently?

貴方近來可有進一步訂購的計劃？UsefulExpressions:11.Westillhavestocknow.

我們仍然有庫存。Westillhavesomeinstocknow.

我們庫存還有貨。Weareoutofstock.

我們庫存沒有貨了。UsefulExpressions:12.Thepriceofrawmaterialisinarisingtrend.

原材料價格處于上漲趨勢。Thetrendofpricesforrawmaterialisstillupward.

原材料價格處于上漲趨勢。Thepriceofrawmaterialisinanupswing.

原材料價格處于上漲趨勢。UsefulExpressions:

SpeakingPractice：SpokenEnglishforBusinessCommunicationTask1:Interpretation1.Theblacknessisnotuptoscratchforitis5%weakerthanourstandard.

黑度沒有達到我們的要求，比我們的標準要淺5%。2.Iwillconsultourtechnicianstoseeifthereisanysolutiontotheproblem.

我會咨詢一下我們的技術人員，看看能否找到解決辦法。3.Itisapleasuretocooperatewithyouresteemedcompanyagainontheproduct.

很高興與貴公司就該產品再次合作。4.Iwasinformedthattheweaknesswasduetoinadequatedispersion.

我得知色度不夠是因為分散不充分。5.Wewillstillholdtheoriginalpriceforyouuntiltheendofthismonth.

我們到本月底為你們保持原價。

SpeakingPractice：SpokenEnglishforBusinessCommunicationTask1:Interpretation6.關于樣本測試，有什么最新消息嗎？Arethereanyupdatesaboutthesampletestyoucansharewithus?7.這個訂單你想用形式發(fā)票還是其他方式？WouldyoulikethisorderdonebyP/Iorsomethingelse?8.山姆正致電客戶以獲取此訂單的反饋意見。Samiscallinghisclienttogetsomefeedbackonthedeal.9.我希望我們上一批智能手機產品性能良好。Ihopeoursmartphonesofthelastorderhaveagoodperformance.10.你知道的，勞動力成本正處于上漲趨勢。Youknowthecostoflaborforceisinarisingtrend.

SpeakingPractice：SpokenEnglishforBusinessCommunicationTask2:RolePlayWangJie,fromDongfengForeignTradeCo.,Ltd.inChina,exported1000setsofautomaticwashingmachinestoEricksonInc.,aPakistanicompany.Twomonthsafterthedeal,WangJieiscallingDaveinEricksonInc.toaskforfeedbackfromthelocalmarketandseekfurtherorders.AskingforFeedbackfromCustomersSpeakingPracticeSpokenEnglishforBusinessCommunicationTask3:FreeTalk：TopicforMoralEducation:positiveattitude

Forreference:Yes.It’seasytogetflusteredandevenangrywhenourcustomergivesnegativefeedbackontheproduct.However,weshouldlistencarefullyanddecidewhethertheresponsibilitylieswithus.Weshouldfollowupwithconcreteactionstohelpourcustomersolvetheproblem.

We’dbetterexpressourgratitude.Evenifwedon’tagreewithallthefeedbackourcustomergives,it’simportanttothankhim/herfortakingthetimetoprovideuswiththefeedback.1.Ifyoureceivenegativefeedbackontheproductyouhavesold,shouldyoukeepapositiveattitudeandtrytofigureoutthesolution?Why？SpeakingPracticeSpokenEnglishforBusinessCommunication2.Canyougiveanexampletoshowthatapositiveattitudeoncehelpedyouout?Task3:FreeTalk：TopicforMoralEducation:positiveattitude(Openanswers.)

SpeakingPractice：SpokenEnglishforBusinessCommunicationTask4:ReadingandSpeakingPassage1:ReceivingFeedbackGraciouslyAvoidbeingdefensive.Thebestwaytokillanychanceofregularlygettingconstructivefeedbackistointerruptthepersontodefendyourself.Eitherthey’llfeellikethey’rewastingtheirtimeandgetdiscouraged,orthey’lltrytobepoliteandstopgivingfeedback.Evenifyou’retoldsomething,whetherpositiveornegative,thatyoudon’tagreewith,avoidtheurgetostartadebate.Animportantpartofthisistobettercontrolnegativereactionstocriticism.Thisisimperativetogettingtheconstructivefeedbackyou’relookingfor.

SpeakingPractice：SpokenEnglishforBusinessCommunicationTask4:ReadingandSpeakingTakenotes.Thisshowsthatyou’reabsorbingwhatyou’rehearingwhileallowingyoutosavethefeedbackforlaterreview.Reviewingfeedbackyou’vereceivedbyyourselfwillmeanyou’renotaslikelytoreactasnegativelyaswhenyou’vejustreceivedit.Stoppingtowritealsoservestobreakuptheconversationnaturally,whichmightencouragetheotherpersontogiveyouabitmorefeedback.Thankthem.Showthatyouappreciatethetimeyouweregiven.Beingthankfulforfeedback,ratherthanreactingdefensively,willmakethepersonmorelikelytogiveyoufeedbackifyouaskagaininthefuture.Reactingnegativelycouldpossiblyharmyourrelationshipwiththatperson,especiallyifyouwentoutofyourwaytoaskthemforit.1.Ifyouaretoldsomethingthatyoudon’tagreewith,youcaninterruptthatpersontodefendyourselfimmediately.

False.Ifyouinterrupttodefendyourselfimmediately,thepersonwhogivesyoufeedbackwillfeellikeheiswastinghistimeandgetdiscouraged,orhewilltrytobepoliteandstopgivingfeedback.certificatesofinspection.

2.Ifyoucontrolyournegativereactionstocriticism,itwouldhelpyougettheconstructivefeedbackyou’relookingfor.

True.3.Itisunnecessarytothankthepersonwhogivesyoufeedback.False.Youshouldbethankfulforfeedbackandappreciatethetimeyouweregiven.Beingthankfulforfeedback,ratherthanreactingdefensively,willmakethepersonmorelikelytogiveyoufeedbackifyouaskagaininthefuture.thegoodsareoverdue.Say“True”or“False”accordingtothepassage.Thencorrectthefalsestatements.4.Takingnoteswhenreceivingfeedbackshowsthatyou’reabsorbingwhatyou’rehearing.

True.5.Reactingdefensivelytofeedbackwillnotharmyourrelationshipwiththepersonwhogivesyoufeedback.False.Reactingdefensivelytofeedbackcouldpossiblyharmyourrelationshipwiththepersonwhogivesyoufeedback.Say“True”or“False”accordingtothepassage.Thencorrectthefalsestatements.

SpeakingPractice：SpokenEnglishforBusinessCommunicationTask4:ReadingandSpeakingPassage2：PositiveFeedbackforSellersoneBayIfyouareseriousaboutsellingoneBay,positivefeedbackisoneoftheprimarykeystosuccessasaneBayseller.ReceivinggoodfeedbackoneBayislargelyamatterofprovidinggoodcustomerserviceandtreatingpeopleopenlyandhonestly.1.Makeyourdescriptionsclear,to-the-pointandeasytoread.Don’tdistractthebuyerwithconfusingandunnecessaryinformation.Includethepositivepointsofyourproductbutdon’texaggerate.2.Listyourtermsofsale,shippingoptionsandshippingchargesclearlyandsuccinctly.Chargeenoughtocoveryourshippingandhandling,butdon’tinflateyourcosts,asdoingsoleavesbuyersfeelingrippedoff.3.Encouragecommunicationwithpotentialbuyers.Stateinyourdescriptionthatyou’llanswerquestionspromptly,thendoso.Apromptresponsedisplaysgoodcustomerserviceandaslowresponsewillannoyyourbuyer.Bepoliteandappreciative.Giveclearanddirectanswers.

SpeakingPractice：SpokenEnglishforBusinessCommunicationTask4:ReadingandSpeakingKeepintouchwithyourbuyer,butdon’tfloodhisemailwithunnecessaryinformation.Letyourbuyerknowwhenhisitemhasbeenshippedandtheexpectedarrivaltime.Alwayssay“Thankyou”.Shipitemsassoonaspossible.Iftheauctionendsonaweekday,shiponthesameday.Neverwaitmorethantwobusinessdaystoship.Packtheitemneatlywithadequateprotectivepadding.Leaveapositivefeedbackforyourbuyer,asmostbuyersarewillingtorespondbyleavinggoodfeedbackforyou.Leavingashortnoteonlytakesafewminutesofyourtime,andisasimplewaytoprovidegoodcustomerservice.Sendapoliteemailaskingyourbuyertorepaythefavor,butdon’tpesteryourbuyerifhedoesn’tleaveyoufeedback.1.IspositivefeedbackhelpfulforaneBaysellertoachievesuccess?

Yes.PositivefeedbackisoneoftheprimarykeystosuccessasanEbayseller.2.WhatarethefeaturesofgoodproductdescriptionsoneBay?Thedescriptionsshouldbeclear,to-the-pointandeasytoreadwithoutconfusingandunnecessaryinformation.3.Howshouldaselleranswerquestionsfrompotentialbuyers?Asellershouldanswerquestionspromptly,politelyandappreciatively,givingclearanddirectanswers.Answerthefollowingquestionsorallyaccordingtothepassage.4.Canasellersendalargenumberofmailstobuyers?No.Asellercankeepintouchwithbuyers,butdon’tfloodtheiremailswithunnecessaryinformation.5.Ifabuyerdoesn’tleavefeedbackontheproducthehasbought,whatshouldasellerdo?

Thesellercansendapoliteemailaskingthebuyertoleaveapositivefeedback.Butitisnotadvisabletopesterthebuyer.Answerthefollowingquestionsorallyaccordingtothepassage.Tips:WorldFamousSocialNetworksFacebook全球最大的社交媒體YouTube全球最大的視頻分享網站WhatsApp世界上最受歡迎的即時通訊應用WeChat中國最受歡迎的通訊應用Instagram全球增長最快的圖片社交社區(qū)Tumblr類似于微博客的社交媒體平臺QQ中國人熟識的社交平臺Qzone具有博客功能的QQ附屬產品TikTok全球增速最快的短視頻分享網站Twitter廣受歡迎的社交網絡及微博客服務網站SinaWeibo中國最受歡迎的微博客LinkedIn全球知名職場社交