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Unit 1Unit 1On the Trade FairOn the Trade FairAimsTo listen and understand the operation of trade fairTo practice listening for specific information about trade fairTo practice listening for general ideasAims ContentsPart I. Warm-Up Part II Preparations for Trade FairsPart III Performance on Trade FairsPart IV Assessment after Trade FairsContents£A trade fair is an exhibition organized so that companies in a specific industry can showcase and demonstrate their new products and services. Trade fairs often involve a considerable marketing investment by participating companies. Generally speaking, trade fairs are not open to the public and can only be attended by company representatives and members of the press.SituationPart I. Warm-Up£Task 1: Work with your partner and discuss the following questions. £1. Generally, trade fair, or trade show, is divided into "Public" or "Trade Only". Do you know the difference between these two kinds of trade fairs?£2. Have you ever participate in some trade fairs? Can you name some?Reference:12Trade shows can be categorized into three major groups; industry trade shows, consumer trade shows and trade shows that cater to both industries and consumers. Trade shows are also known as Expos. Industry trade shows are usually closed to the public, and consumer trade shows are organized to provide consumers with an opportunity to purchase goods and services. Industry and consumer trade show vendors typically occupy one or more 10-by-10 portioned spaces called exhibit booths.Open-ended.Word BankTask 2 KEYS£delegates £forum £educational programs £digital health, £annually £showcased £Accessories, £Lifestyle Electronics, Directions: Listen to the passage about CES and fill in the blanks with Directions: Listen to the passage about CES and fill in the blanks with the words and phrases you hear.the words and phrases you hear.Task 3Directions: There are many famous fairs or exhibitions Directions: There are many famous fairs or exhibitions held worldwide every year. Look at the names of held worldwide every year. Look at the names of several famous fairs or exhibitions and several famous fairs or exhibitions and match them with the corresponding exhibits.match them with the corresponding exhibits.Part II Preparations for Trade FairsTask 1 KEYS£1.The accident in power supply caused the difficulty for Monica to contact Mark. （True）£2.The Publication Exhibition will last 4 days. （False）£3.If Mark pays for the deposit after 1st September, Monica cannot guarantee Mark will get the booth he wants. （False）£4.Mark can pay for the deposit by cheque or money transfer. （False）£5.Mark has to pay the full amount before the 14th February. （True）Directions: Listen to a dialogue between Mark and Monica about Directions: Listen to a dialogue between Mark and Monica about participating in an exhibition. Does the following statements participating in an exhibition. Does the following statements are True or False.are True or False.Task 2 KEYS£Cost of floor space: from $130 to $200 per square metre.£Reservations to be made in writing by September£Reservation deposit: 45% of total –payable by cheque£Will send floor plan£Full amount to be paid one month before exhibition.£Otherwise space not guaranteedDirections: Listen to the dialogue again and look at Mark’sDirections: Listen to the dialogue again and look at Mark’s notes and decide what type of information you need for each notes and decide what type of information you need for each gap. And then, complete Mark’s notes below.gap. And then, complete Mark’s notes below.Task 3 KEYSDirections: Work with your partner and list all the sentences you may Directions: Work with your partner and list all the sentences you may use to talk about reserving an exhibition booth. And brainstorm use to talk about reserving an exhibition booth. And brainstorm whether there are other preparations which should be done whether there are other preparations which should be done before the trade fair.before the trade fair.Reference: 1. You sent me an email / called me the other day asking about ….. I thought I’d just ring you to give you the information.2. Floor space at the exhibition, which runs from…. To…, costs between … and … a square metre, depending on where your stand is situated.3. You have to reserve your space in writing by….4. You should pay … of the total amount as the deposit.5. We work on a first-come-first-serve basis for space booking.6. The deadline for paying the rest part is …. before the exhibition starts.Part III Performance on Trade FairsThe International CES (or simply CES, acronym of Consumer Electronics Show) is a major technology-related trade show held each January in the Las Vegas Convention Center, Las Vegas, Nevada, United States. Not open to the public, the Consumer Electronics Association-sponsored show typically hosts previews of products and new product announcements. CES rose to prominence after COMDEX was canceled.Background InformationPart III Performance on Trade FairsTask 1 KEYSDirections: You will hear a conversation happening in the CES Directions: You will hear a conversation happening in the CES between Mr. Arnaud and Miss Hamilton. Choose Right, Wrong or between Mr. Arnaud and Miss Hamilton. Choose Right, Wrong or Doesn’t say for each of the following sentences.Doesn’t say for each of the following sentences.1. Miss Hamilton is looking for some company which can provide some office software under their particular requirements. (B)2. The company that Mr. Arnaud works for is a computer provider.(A)3. High quality products and service are the main reasons which distinguish Mr. Arnaud’s company from its competitors.(B)4. There are more than 70 computer companies participating in the trade fair, but Mr. Arnaud’s company is the only one that provides customerized computers.(C)5. The company Mr. Arnaud works for also provides software and networking service.(A)Task 2 KEYSDirections: Listen to another conversation in CES between Directions: Listen to another conversation in CES between Mr. Kroc and Mrs. Olaya. Answer the following questions Mr. Kroc and Mrs. Olaya. Answer the following questions according to what you hear.according to what you hear.1. Which of the following is not the selling point of the mobile?(D)A.Dual-core processor.B.8-million-pixel cameraC.State-of-the-art WIFI function.D.Price.2. What is the unit price, if Mrs. Olaya places a large order?(C)A.$350.B.$332.5.C.$325.5D.$308Task 2 KEYS3. What is the length of warranty?(B)A.Half a year.B.A year.C.Two years.D.Not mentioned.4. What can we infer from the dialogue? (C)A.This new model is beautiful designed, but not durable.B.Mrs. Olaya will place a large order to Mr. Kroc.C.Mrs. Olaya cannot make decisions by herself.D.The price of this mobile is higher than that of the similar products.Directions: Listen to another conversation in CES between Directions: Listen to another conversation in CES between Mr. Kroc and Mrs. Olaya. Answer the following questions Mr. Kroc and Mrs. Olaya. Answer the following questions according to what you hear.according to what you hear.Task 2 KEYSDirections: Listen to another conversation in CES between Directions: Listen to another conversation in CES between Mr. Kroc and Mrs. Olaya. Answer the following questions Mr. Kroc and Mrs. Olaya. Answer the following questions according to what you hear.according to what you hear.5. Which of the following sentences is true? (A)A.Users can install electronic dictionary into the mobile.B.Mrs. Olaya is the purchasing manager in a large mobile retailer.C.The price on the leaflet is the final price.D. The WIFI function of this model is much better than that of the previous one.Task 3 KEYSDirections: Have you ever thought how to increase the attraction of Directions: Have you ever thought how to increase the attraction of the booth in the trade fair? Brainstorm with your partners about the booth in the trade fair? Brainstorm with your partners about the positive effects of the following methods. the positive effects of the following methods.    Reference:Attending trade shows, fairs and other events may increase your sales and enlighten individuals about your products and services. Despite rows of exhibition stands, you can make yours stand out to attract potential customers. •Participate in events where you may find a customer base. View the layout map and request preferred placement in a heavily trafficked area near other exhibits.•Advertise your exhibition participation by placing ads in local papers, town newsletters and radio, if it's affordable. •Place promotional objects on a table at the front of your exhibition. Put colorful, eye-catching toys and objects -- such as pens and key rings with your business name, logo, website and phone number -- on the table as handouts for potential customers. •Use greeters to attract the attention of passersby. Hire a celebrity, if your budget allows. Greeters can drive individuals to your exhibition who wouldn't normally stop by.•Present your products for sale on tables, shelves and hanging bars. Allow potential customers to handle your goods to get an idea of each product's quality.Part IV Assessment after Trade FairsTask 1 KEYSDirections: Listen to a passage about how to how to increase the Directions: Listen to a passage about how to how to increase the effectiveness of trade shows and answer the following questions.effectiveness of trade shows and answer the following questions.1.What is the main purpose of the company participating in a trade show?Showcasing their latest products and services and staying current on competitors.2. If you want to enforce your brand, what should you print on your publicity materials?Print your logo on the informational printed pieces3. If you want the potential customers to buy your product on the trade fair, what should you to attract them?Offering a prize, or a special discount only available to trade show guestsTask 2 KEYSDirections: Listen to a passage again and fill in the blanks Directions: Listen to a passage again and fill in the blanks according to what you hear.according to what you hear.•Design a space that is welcoming. Use brightly colored fabric backgrounds to draw attention to your booth. •Print brochures or fliers about your business. Use your logo on the informational printed pieces to enforce branding. •Use prizes to lure potential customers in. Offering a prize, or a special discount only available to trade show guests, may increase sales.•Write a press release. Notify the public that the business will be attending the trade show. Task 2 KEYSDirections: Listen to a passage again and fill in the blanks Directions: Listen to a passage again and fill in the blanks according to what you hear.according to what you hear.Bring your latest product with you. Allow guests to see firsthand why it is better than the competitors'.Write and execute a survey before and after the event to measure the effectiveness. Note changes to make for next year, and note what increased sales.Task 3 KEYSBrainstorm: List the key elements which determine whether theBrainstorm: List the key elements which determine whether theperformance during the trade fair is successful or not.performance during the trade fair is successful or not.Reference:Once you return from a trade show it is important to measure the success of the trade show. This information can be used to report to management the effectiveness of the show and to improve exhibit performance for future shows. Success can be measured by the return on objectives set, and also by the return on investment. Here are some aspects you could use to assess your performance:Promote your company capabilities / awarenessIntroduce new productsSales leads from new prospectsSales leads from present customersEnter new marketsGenerate immediate sales ordersPublic relationsPart IPart IIPart IIIPart IV•Warm-Up Preparations for Trade Fairs Performance on Trade Fairs Assessment after Trade FairsSummaryLOGOUnit 2Unit 2MarketingMarketingAimsTo listen and understand significance of marketing environment;To practice listening for specific information about marketing mix;To practice listening for general ideas.Aims ContentsPart I. Warm-Up Part II  Promotional campaignPart III Marketing Mix & ManagementPart IV Marketing StrategyContents Marketing involves finding out what your customers want and supplying it to them at a profit. Marketing is how you define your product, promote your product, distribute your products, and maintain a relationship with your customers. To be an effective marketer, one has to know about marketing environment, marketing mix as well as marketing strategy.SituationPart I. Warm-Up Task 1: Directions: Work with your partner and discuss the following questions:1.Generally, the marketing environment includes demographic environment, economic environment, natural environment, technological environment, political & legal environment and social & cultural environment. Do you know what elements demographic environment include?2.Why is it important to study elements of demographic environment?Reference:12Demographic environment includes variables of a population, such as age, sex, education level, income level, marital status, occupation, religion, birth rate, death rate, average size of a family, average age at marriage.2Knowing the demographic environment means knowing the customers, which is essential to marketers. It is the prerequisite for marketing segmentation.Word BankTask 2  Directions: Listen to a marketing manager explaining demographic marketing environment to a young intern. As you listen, complete the following notes using information from the recording.Task 2 KEYSTask 3  Directions: Directions: Discuss with your partner about the significance of studying other elements of marketing environments.Part II  Promotional campaignTask 1 KEYSDirections: Directions: Two employees from Marketing Department are talking about the promotional campaign plan. They decided to use a variety of media for full coverage. Look at the following pictures while you listen and tick those media that are used according to what you hear. Then write down the means of the promotional campaign.Task 2 KEYSDirectionsDirections Listen to the dialogue again and answer the following questions. Task 3  Directions: Directions: Choose two of the following types of advertising media and compare their advantages and disadvantages.NewspaperTVMagazineWebReference for the teacherPart III    Marketing Mix & ManagementTask 1 KEYSTask 2 KEYSPart IV   Marketing StrategyTask 1Direction: Direction: Before listening to the tape, think of the following questions first. 1. Where do you go shopping mostly? Do you buy your daily necessities online? If yes, talk about your shopping experience.2. What do you think of the prospect of retailers operating off-line?The answer to the questions in this task is open-ended.Task 2 KEYSDirections: Directions: Listen to the news about Online Retailer Launches Fruit Business and fill in the blanks with missing words. .Task 3 KEYPart IPart IIPart IIIPart IV•Warm-Up Promotional Campaign Marketing Mix & Management Marketing StrategySummaryLOGOLOGOUnit 3Unit 3E-CommerceE-CommerceTo practice listening for specific information about E-commerceAimsTo listen and understand what is E-commerceTo listen and understand different types of E-commerce;To practice listening for general ideas Aims To practice listening for general ideasContentsPart I. Warm-Up Part II Types of E-commercePart III Creating an Online StorePart IV Advantage and Disadvantage of E-commerceContents With the growth of the Internet community and the limitless possibilities the Internet gives to the single user, it didn’t take long before someone realized that the World Wide Web is a really good place for the commercial entrepreneur. So, very quickly the online market was born, offering almost all kinds of goods to be purchased and delivered to your door. This new online sensation was called electronic commerce, or ecommerce.SituationPart I. Warm-Up   1. In your opinion, what is E-commerce?   2.  Can  you  give  some  examples  to explain that? What can you do with E-commerce? Task 1: Directions: Work with your partner and discuss the following questions: Task 1 Keys1Broadly speaking, electronic commerce is the production, advertising, sale and distribution of products via telecommunications networks. e.g. Amazon, 360buy, TaobaoTask 1 Keys2Buy and sell nearly all kinds of product, book tickets, find jobs, reserve rooms, etc. Word BankWord Bankrefer 指，涉及指，涉及range 范围范围electronic 电子的电子的individual 个人个人purchase 购买购买auction 拍卖，竞卖拍卖，竞卖manufacture 生产生产intranet 内网内网Task 2 KEYSDirections: Directions: Listen to the passage and try to find out which of the following examples of E-commerce are mentioned in the passage. Tick (√) the correct answers. . □An  individual  withdraws  funds  from  an automatic teller machine (ATM).√A government employee reserves a hotel room over the Internet.√A  manufacturing  plant  orders  electronic components  from  another  plant  within  the company using the company’s intranet. √A  business  buys  office  supplies  on-line  or through an electronic auction.□An individual books tickets on the Internet. √An  individual  purchases  a  book  on  the Internet.Task 3 KEYSDirections: The following pictures are some Ecommerce websites. Directions: The following pictures are some Ecommerce websites. Discuss with your partner what kinds of products or services do Discuss with your partner what kinds of products or services do each website provide and fill in the forms. each website provide and fill in the forms. Website Products or Services WebsiteProducts or ServicesPayment service Computer Parts, Laptops, Electronics, and  clothes,  cosmetics, household products a broad variety of goods and servicesclothes, cosmetics, household productsGroup  purchase services Booking servicesPart II Types of E-commerceWord Bankmodel 模型模型consists of 由由…组成组成maintain 维护维护third-party 第三方第三方automobile 汽车汽车lug nut 轮爪螺母轮爪螺母vendor 供应商供应商bid 投标投标construction 建造建造commission 佣金佣金device 装置装置browse 浏览浏览Task 1 KEYSDirections: Directions: Listen to the passage and tick√ the types of Ecommerce mentioned.√ consumer-to-business  √ business-to-business □ government-to-consumer   √ business-to-consumer  □ business-to-government  √ consumer-to-consumer        √ mobile commerce                □ TV commerceTask 2 KEYSDirections: Listen again and fill in the blanksDirections: Listen again and fill in the blanks1. One approach of business-to-consumer e-commerce is that the company operates a website where customers can buy the products or services directly from the company. 2. An example of business-to-business e-commerce is that an automobile manufacturer that requires 50,000 lug nuts orders them through the vendor's website.3. A classic example of consumer-to-business e-commerce is a person taking bids from different construction companies to build a home. Task 2 KEYSDirections: Listen again and fill in the blanksDirections: Listen again and fill in the blanks4. Individuals with products they no longer need or want offer them for sale online, generally through a third-party website that collects a commission.5. Many online businesses provide apps that allow smartphone users to easily browse and purchase productsTask 3 KEYSDirections: Directions: Discuss with your partner, and classify the following e-commerce business into different groups according what you have learnt.Part III Creating an Online StoreWord Bankaccount 账户账户log in 登录登录click 点击点击subscription 认购认购prompt 提示性语言提示性语言option 选择选择confused 困惑的困惑的category 种类种类motto 座右铭座右铭Task 1 KEYSDirections: Listen to the conversation and decide whether the Directions: Listen to the conversation and decide whether the following statements are true or false.following statements are true or false.( F ) Jack has created an eBay store selling CDs.( T ) EBay and others websites offered low-cost online stores.( T ) Mary is also interested in setting up eBay stores.( F ) When you set up an eBay store, there is only one kind of store for you to choose from.(T ) According to Jack, the 15 dollar account is enough for beginners.( F ) Store owners only use eBay’s editor to list items.Task 2 KEYSDirections: Directions: Discuss with your partner the procedure of creating an eBay store and put the following steps in the right sequence. Then, listen to the dialogue and check your answer.Step 1create an eBay accountStep 2log in and go to “my eBay”Step 3click on subscriptions Step 4select a store that suits you Step 5choose a layout Step 6set up categories and store’s mottoStep 7list itemsStep 8send some items to auctionTask 3 KEYSDirections: Directions: Do you have the experience of shopping online? If your answer is yes, could you explain to your partner how to start the online shopping experience?Open-ended Part IV Advantage and Disadvantage of  E-commerceWord Bankapplication 应用应用available 可获得的可获得的access 接入接入instantaneously 立即立即offline 脱机脱机snap发出啪的一声发出啪的一声enable使使…能够能够cost-efficient 成本效益高的成本效益高的economical 经济的经济的automate 使自动操作使自动操作intervention 介入介入whereas 反之反之hesitant 犹豫的犹豫的involve 涉及涉及Task 1 KeysDirections: Directions: Discuss with your partner about the advantages and disadvantages of E-commerce, and fill in the forms. Advantages Disadvantages 1. save time 2.  convenient  :  anytime, any place 3. cheaper 1. delayed delivery2. sometimes, product quality cannot be guaranteed3. after-sales service is not as good as traditional shops Task 2 KEYSDirection: Direction: Listen to a passage about the advantages and disadvantages of E-commerce and fill in the blanks with the missing words.Advantages •E-Commerce systems are available for people for 24 hours a day, 7 days a week and 365 days a year.2. E-Commerce systems can be accessed by any one across the World Wide Web.Task 2 KEYSDirection: Listen to the passage and answer the following questions.Direction: Listen to the passage and answer the following questions.Advantages 3. Transactions can be handled over the Internet instantaneously without high response times.4. E-Commerce is very cost-efficient and economical. Most of the transaction procedures can be automated without any human intervention.Task 2 KEYSDirection: Listen to the passage and answer the following questions.Direction: Listen to the passage and answer the following questions.Disadvantages£Physical goods take some time to reach your home when you buy them online whereas if you go to the local store and buy them, you can get them instantly.2.  Most customers and businesses are hesitant to    do transactions online. This is due to the fact that if a person wants to feel the service or goods he is paying for, he lacks that on the Internet.Task 2 KEYSDirection: Listen to the passage and answer the following questions.Direction: Listen to the passage and answer the following questions.Disadvantages3. Online safety is a critical factor that most people  consider before even thinking of performing commercial transactions.Task 3 KEYSDirections: Directions: Discuss with you partner the following questions.Open-endedPart IPart IIPart IIIPart IV Warm-Up Types of E-commerce Creating an Online Store Advantage and Disadvantage of E-commerceSummaryLOGOLOGOUnit 4Unit 4After-sales ServiceAfter-sales ServiceTo practice listening for general ideasAimsTo listen and understand what is after-sales serviceTo practice listening for specific information about after-sales serviceTo practice listening for general ideas Aims To learn how to improve communication skill in handling a claimContentsPart I. Warm-Up Part II Complaints and Adjustments Part III Basic Requirements of After-sale ServicePart IV At the After-sales DepartmentContents After sales service refers to various processes which make sure customers are satisfied with the products and services of the organization. It makes sure products and services meet or surpass the expectations of the customers. After-sales service includes various activities to find out whether the customer is happy with the products or not. It is a crucial aspect of sales management and must not be ignored.SituationPart I. Warm-Up £What do you think should be included in after-sales service? 2.  Which company do you think offer the best after-sales service? What are your reasons? Task 1: Directions: Work with your partner and discuss the following questions: Task 1 Keys1the duration of the warrant, maintenance and replacement policy, items included or excluded, labor costs, and speed of response.Task 1 Keys2Open-endedWord BankWord Bankretailer  零售商零售商warranty  保修期保修期guarantee  保障保障package 包，包装包，包装duration 时限时限maintenance  维修维修  replacement 更换更换excluded 排除的排除的labor  劳工劳工additional   额外的额外的  availability  可用性可用性perception  感觉感觉willingness   意愿意愿complaint    抱怨抱怨 Task 2 KEYSListen to the passage and tick√ the elements that are included in after-sales service.□ insurance service          √duration of the warrant        □service hotline                    √maintenance policy      √ replacement policy          □ free catalogues√items included or excluded   √labor costs                □sales information                  √speed of response          √ additional training           √help desk availabilityTask 3 KEYSWork with your partner and discuss the importance of after-sales service. List your answers in the following box.Good after-sales service can•1.  Maintain good company image  £2.  Attract new customers A.3.  Have  long  business  relationship  with  current customer A.4. ……Part II Complaints and AdjustmentsWord Banksprinter 跑鞋跑鞋tear洞，裂缝洞，裂缝deliver运送运送sincere真诚的真诚的allowance补贴补贴compensate 补偿补偿defect 缺陷缺陷air-conditioner空调空调apparently明显地明显地vase花瓶花瓶investigate调查调查Task 1 KEYSDirections: Directions: Listen to six people talking about products and services and list the products or services mentioned.Sprinter, TV set, air-conditioner, vases, shopping service, microwave ovenTask 2 KEYSDirectionsDirections Listen again and fill in the forms.ComplaintsAdjustmentsProducts or ServicesProblemsProducts or ServicesProblemssprintersused, had  dirt  all over and there  was  a small tearTV setwrong modelpoor serviceShe  was  so rude, and even  shouted at the customer. air-conditionerhad defectsmicrowave ovenThe turntable cannot turnvasesarrived  in poor conditionTask 3 KEYSWork with your partner. Suppose you are the manager in the after-sales service department of your company, if you hear the above three complaints, how will you reply to your customer?1. We are sorry that the sprinters you ordered arrived in poor condition. We will investigate into the case immediately. 2. Please accept my apology for the manner in which the salesgirl handled your complaint. She will receive special training during the next two weeks and will be better prepared to serve all our customers. 3. Sorry for the defect in your microwave oven.  You can replace the defective oven with a new one. Part III Basic Requirements of After-sale ServiceWord Bankoccur  出现出现potential 潜在的潜在的procedure 程序程序notice 通知通知technician 技术人员技术人员favorable  优惠的优惠的spare 备用的备用的related to与与…相关相关assurance 保证保证mechanism 机制机制Task 1 KEYSDirections:Directions: Listen to the passage and choose the best answer from A, B, C and D.1. The speaker is an employee in a            company? A.cell phone      B. computer    C. TV     D. software ( B )Task 1 KEYSDirections:Directions: Listen to the passage and choose the best answer from A, B, C and D.2. If any quality problems occur within the guarantee period, our company shall take full responsibility and bear all the economic           incurred. A.losses         B. expenses     C. charges     D. damages ( A )Task 1 KEYSDirections:Directions: Listen to the passage and choose the best answer from A, B, C and D.3. If any quality problem occurs within the guarantee period, when shall the company provide on-site service? A. after receive the buyer’s notice in 24 hrsB. after receive the buyer’s notice in 48 hrsC. after return the buyer’s notice in 24 hrsD. after return the buyer’s notice in 48 hrs( A )Task 1 KEYSDirections:Directions: Listen to the passage and choose the best answer from A, B, C and D.4. If any big quality problems occur out of the guarantee period, the maintenance cost will be       . •free of charge   B. at a low price  C. at a favorable price   D. at a high price( C )Task 2 KEYSDirections:Directions: Listen again and fill in the blanks with missing words.      We are a computer manufacturing company. As our potential customers, it is important for you to know the requirements of our after-sales service.        1) If any quality problems such as design, manufacture, function or procedure occur within the guarantee period, our company shall take full responsibility and bear all the economic losses incurred.       2) If any quality problems occur within the guarantee period, our company shall provide on-site service after receive the buyer’s notice in 24 hrs.Task 2 KEYSDirections:Directions: Listen again and fill in the blanks with missing words.      3) If any big quality problems occur out of the guarantee period, our company will send maintenance technician to provide visiting service after receive the buyer’s notice in 24 hrs and charge for a favorable price.       4)  Our company will provide a lifetime favorable price to the buyer with the materials and spare parts used in system operation, equipment maintenance.       Task 2 KEYSDirections:Directions: Listen again and fill in the blanks with missing words.      The above mentioned are only basic after-sale service requirements, we will make more promises related to quality assurance and operation guarantee mechanism.Task 3 KEYSDirections:Directions: Work in pairs. Act out the dialogue between a customer and an employee from after-sales service department. The customer is asking for detailed information about the after-sales service. The employee is answering the customer’s questions.Open-ended Part IV  At the After-sales DepartmentBackground Information  A customer bought a camera which is not focusing at all. The customer complains to the shop assistant about the problem. Part IV  At the After-sales DepartmentWord Bankreceipt发票发票expire 期满期满expenditure 花费花费privilege 特权特权Task 1 KeysDirection: Direction: Listen to the dialogue and decide whether the following statements are true or false.( T ) 1. At first, the customer wants to have a replacement.( T ) 2. The shop assistant asks the customer to show his receipt. ( F ) 3. The warranty of the camera has not expired. ( F ) 4. The shop assistant agrees to replace the defected camera.( F ) 5. The camera is the first product the customer has bought in the store.Task 2 KEYSDirection: Direction: Listen again and fill in the blanks with missing words.Shop assistant: Can I help you?  Customer: Yes. I bought a camera in your store and used it several times, but now the camera doesn’t work, it’s not focusing at all! I would like to have a replacement!  Shop assistant: Let me have a look. Em, yes, it can’t work well! It’s a quality problem, indeed!  Customer:  In fact, I used it carefully and took good care of it. Shop assistant: Eh, it gets a good protection. Could you give me the receipt?  Task 2 KEYSDirection: Direction: Listen again and fill in the blanks with missing words.Customer: Here it is!  Shop assistant: Oh, I am sorry! Warranty period has expired. We can’t give you a replacement.Customer:    Yes, it’s my fault! I should have come here earlier. But you can check the record of my expenditure in your computer! As a matter of fact, I’m a VIP member of your store. Can I get a privilege?  Shop assistant: Please wait a moment. I’ll talk about it with our manager. Customer:     OK. Task 2 KEYSDirection: Direction: Listen again and fill in the blanks with missing words.Shop assistant: We know that you are one of our loyal customers, and we really appreciate your support to our company. But, the fact is that the warranty of your camera has already expired, I’m sorry to say that we cannot give you a replacement. If you like, we can repair your camera, and for the maintenance costs, we will give you a 30% discount. Are you satisfied with the solution?Customer:    Well, it seems that I have no other choices.Shop assistant: Thank you for your cooperation. Customer: Thanks for your good service.  Shop assistant: It’s my pleasure!  Task 3 KEYSDirection: Direction: Work in pairs and try to act out the dialogue.Open-endedPart IPart IIPart IIIPart IV  Warm-Up Complaints and Adjustments Basic Requirements of After-sale Service At the After-sales DepartmentSummaryLOGOUnit 5Unit 5Going GlobalGoing GlobalAimsTo enable students to understand the concept globalizationTo practice listening for specific information about globalizationTo practice listening for general ideasAims ContentsPart I. Warm-Up Part II The Effects of GlobalizationPart III Practices of GlobalizationPart Tendency of GlobalizationContents£The term "globalization" was first used by social scientists to refer to the evolution of separate human societies into a single global society. Understanding the disparaging effects globalization has on different sections of human society is one way to understand the term. The links between countries through business, commerce, trade and diplomacy affects all of our everyday lives.SituationPart I. Warm-Up£Task 1: Work with your partner and discuss the following questions. £1. Have you ever heard of “globalization”? Do you know what “globalization” means? £2. List the impacts of globalizations on our daily life.Reference:12Globalization is a process of interaction and integration among the people, companies, and governments of different nations, a process driven by international trade and investment and aided by information technology. This process has effects on the environment, on culture, on political systems, on economic development and prosperity, and on human physical well-being in societies around the world.Open-ended.Word BankTask 2 KEYS£freighter £international exchange £geography. £interaction and integration £information technology£political systems£physical well-being Directions: Listen to the following passage about the concept of Directions: Listen to the following passage about the concept of globalization and fill in the blanks with what you hear.globalization and fill in the blanks with what you hear.Task 3Directions: Merger and acquisition between companies have become anDirections: Merger and acquisition between companies have become an approach of entering overseas markets and acquiring leading position approach of entering overseas markets and acquiring leading position in the world market. Here are some brands which were originally in the world market. Here are some brands which were originally founded in China, but now they have become the affiliated brands of some founded in China, but now they have become the affiliated brands of some multinationals. Can you match them?multinationals. Can you match them?Task 3 KEYSPart II The Effects of GlobalizationTask 1 KEYS£( A ) 1. People will be exposed to different cultures.£( A ) 2. It is a good opportunity for people to learn more from each other.£( A ) 3. The travel to the other countries will be cheaper.£( D ) 4. The globalization will have a negative impact on environment. £( D ) 5. The increasing globalization will lead to the spread of disease in humans, plants and animals.Directions: Listen to the following conversation and decide what are the Directions: Listen to the following conversation and decide what are the advantages of globalization and what are the disadvantages of advantages of globalization and what are the disadvantages of globalization. Write “A” for advantages and “D” disadvantages.globalization. Write “A” for advantages and “D” disadvantages.Task 2 KEYS£1.Mark works as a ________________.(D)£A.Businessman and agent.£B.Importer and agent.£C.Lawyer and businessman.£D.Agent and writer.£2.Which aspect does Mark’s article not focus on? (B)£A.Economic barrier.£B.Political integration.£C.Cultural impacts.£D.International cooperation.Directions: You will hear a dialogue between Mark and Alex about Directions: You will hear a dialogue between Mark and Alex about the outcomes of globalization. Choose the correct answer the outcomes of globalization. Choose the correct answer for each of the following questions.for each of the following questions.Task 2 KEYS£3.According to Mark’s opinion, is globalization a positive thing or not? (C)£A.Globalization will make the world a better place so it is positive.£B.Globalization will make no benefit for some of the countries so it is negative.£C.Under specific circumstances, it is positive.£D.It’s hard to determine whether it’s positive or not.£4.Globalization is good for countries ____________. (C)£A.Which have sufficient capital for international investment.£B.Which have potential in economic development£C.Which are involved in international business.£D.Which are stable in political situation.Directions: You will hear a dialogue between Mark and Alex about Directions: You will hear a dialogue between Mark and Alex about the outcomes of globalization. Choose the correct answer the outcomes of globalization. Choose the correct answer for each of the following questions.for each of the following questions.Task 2 KEYS£5.Which of the following inferences is Not correct? (C)£A.Globalization will bring benefits to certain countries.£B.Alex has profound knowledge and experience in international trade.£C.Alex thinks that the concept of globalization is not accurate.£D.Globalization has certain connection with trade barrier, economic integration and international cooperation.Directions: You will hear a dialogue between Mark and Alex about Directions: You will hear a dialogue between Mark and Alex about the outcomes of globalization. Choose the correct answer the outcomes of globalization. Choose the correct answer for each of the following questions.for each of the following questions.Task 3 KEYSBrainstorm: Work with your partners and list the positive effects and Brainstorm: Work with your partners and list the positive effects and negative effects brought in by globalization.negative effects brought in by globalization.A.Reference:Positive effectsA.Gaining access to markets around the world allows each country to fully leverage its own unique natural advantages. B.The globalization of business processes and etiquette opens up new opportunities for importing and exporting products and services. C.The opening up of global markets and improvements in intercultural communication creates a wealth of opportunities to source high-quality, low-cost materials and labor.D.Globalization provides new opportunities to underdeveloped nations by allowing them access to new markets around the world.Negative effectsA.Many jobs performed in emerging countries for less cause a decrease in the wages offered in developing countries. B.Labor laws that protect workers from exploitation and mistreatment are almost non-existent in some emerging countries. C.Investing in foreign companies creates a global interdependency that can stabilize the economy on a temporary basis. It also has the potential to create a "global domino effect," which could cause a recession throughout the world.Part III Practices of GlobalizationAccompanied with the growth of China’s economy, more and more China enterprises enter the world market. Lucy Cook and Mr. Sun is discussing the proper ways to deepen the cooperation.Background InformationPart III Performance on Trade FairsTask 1 KEYSDirections: You will hear a conversation between Mr. Sun and Directions: You will hear a conversation between Mr. Sun and Lucy Cook. Answer the following questions according to what you hear.Lucy Cook. Answer the following questions according to what you hear.1. What does Lucy Cook suggest to intensify her cooperation with Mr. Sun? (C)A.Becoming the business partner of Mr. Sun in U.S.B.Visiting Mr. Sun’s company next week.C.Establishing a joint venture with Mr. Sun.A.Improving sales of the equipment Mr. Sun’s company produces.2. Which of the following items will Lucy Cook not help to deal with? (C)A.Approval.B.Registration. C.Selling license.D.Customs declaration.Task 1 KEYSDirections: You will hear a conversation between Mr. Sun and Directions: You will hear a conversation between Mr. Sun and Lucy Cook. Answer the following questions according to what you hear.Lucy Cook. Answer the following questions according to what you hear.3. What will Mr. Sun supply as an investment in the joint venture? (B)A.experts and techniciansB.equipmentC.capital•Techniques4. Why does Mr. Sun have the confidence to deepen collaboration with Lucy Cook? (D)A.They are close friends. B.They have a joint venture in China.C.Luck Cook is Mr. Wang’s exclusive agent in U.S.D.Lucy Cook’s company and products have a good reputation.Task 1 KEYSDirections: You will hear a conversation between Mr. Sun and Directions: You will hear a conversation between Mr. Sun and Lucy Cook. Answer the following questions according to what you hear.Lucy Cook. Answer the following questions according to what you hear.5. Which of the following statements is True? (C)A.Lucy Cook will employ technicians to give technical guidance.B.Lucy Cook will sign the contract of joint venture with Mr. Sun next month.C.Lucy Cook will pay for the salary and life necessities to foreign engineers.D.Lucy Cook has already acquired the business license of the joint venture from relevant authorities.Task 2 KEYSDirections: Listen to the conversation again and fill in the blanks Directions: Listen to the conversation again and fill in the blanks with the words or phrases you hear.with the words or phrases you hear.•I am really happy to find a partner like you. Our cooperation brings in substantial benefits for both of our company.•To be frank, we are thinking of setting up a moderate scale joint venture with you.•We will help to apply for approval, registration and a business license from the relevant authorities.•We need your assistance in matters concerning transportation and customs declaration of imports of equipment supplied by our side as our investment.•We will see to it that foreign experts, engineers and technicians will be given preferential treatment in pay and life necessities.Task 3 KEYSDirections: There are more and more China companies expand theirDirections: There are more and more China companies expand their business into overseas markets. Can you and your partner list business into overseas markets. Can you and your partner list some of them? And how do they enter foreign markets?)some of them? And how do they enter foreign markets?)Reference:Open-ended(Example: In 2005, the acquisition of IBM’s PC business helped Lenovo Group expand into American Market)Part IV Tendency of GlobalizationTask 1 KEYSDirections: There are many organizations around the world, which make Directions: There are many organizations around the world, which make great contribution to the regional and international economy and trade. great contribution to the regional and international economy and trade. Do you know the name of following organizations?Do you know the name of following organizations?Task 2 KEYSDirections: Listen to the passage about economic globalization and Directions: Listen to the passage about economic globalization and fill in the blanks with the words and phrases you hear.fill in the blanks with the words and phrases you hear.Trade agreements entities goods, services, labor and capital Characteristics Technological and political advances in communications Advantagetrade barriersTask 3 KEYSDirections: Work with your partner, list all the sentence Directions: Work with your partner, list all the sentence structures related to globalization in listening, and practice with them.structures related to globalization in listening, and practice with them.Reference for the teacher:1. I would like to discuss with you the feasibilities of … with your company.2. … will put an end to some countries’ economic isolation once and open even more markets and areas for foreign firms.3. Our cooperation brings in … for both of our company.4. But maybe … will have a negative impact on ….5. For instance, people will be exposed to different cultures and it is a good opportunity for us to ….Part IPart IIPart IIIPart IV1.Warm-Up The Effects of Globalization Practices of Globalization Tendency of GlobalizationSummaryLOGOUnit 6Unit 6 Establishing Establishing Business Relations Business RelationsAimsTo listen and understand different channels for obtaining useful business information and business opportunitiesTo practice listening for specific information about establishing business relationsTo practice listening for general ideas Aims ContentsPart I. Warm-Up Part II How to Find New CustomersPart III Seeking Business OpportunitiesPart IV Establishing Business RelationsContents Business owners constantly look for ways to increase profits and customers. Marketing, promotions and products are only a few of the ways to keep your customers coming back. If you want to be successful, perhaps you should specialize in the export of a wide range of products and establish business relations..SituationPart I. Warm-Up £Task 1: Directions: Work with your partner, discuss the following questions and do the task. 1. What do you think of when you hear the word “business” and “business relation”? 2. Please list some words or terms related to “business” and “business relation”. Reference:12Open-ended.Word BankTask 2 KEYSDirections: Listen to the following passage and then choose the best answers to the questions. You may need to take some notes while you’re listening.1. Which of the following is “Not” true about   business?   (  C  )        A. Business is related to profit-seeking  activities  and  enterprises.        B. Business must deal with consumers and the general public.       C. Business provides more employment than products.Task 2 KEYSDirections: Listen to the following passage and then choose the best answers to the questions. You may need to take some notes while you’re listening.2. Which of the following is seen as tangible goods?  (  A  )         A. Computer chips.         B. Car rental.          C. InsuranceTask 2 KEYSDirections: Listen to the following passage and then choose the best answers to the questions. You may need to take some notes while you’re listening.3.Why is business the economic pulse of a nation?   (  A  )A. Because it defines a nation’s standard of     living.B. Because it offers financial rewards to              successful businesspeople.C. Because it provides all the necessary            services a nation needs.Task 2 KEYSDirections: Listen to the following passage and then choose the best answers to the questions. You may need to take some notes while you’re listening.4.What is the relationship between profits and social responsibilities for a successful business?    (  B  )A. Social responsibilities are a little more             important than profit. B. Profits and social responsibilities are                      equally important.C. Social responsibilities are much more                important than profit.Task 3 KEYSDirections: Discuss with your partner. With the Internet development, there are many websites which can provide business support for companies. Please list the domain names and the business services they provide. The first one has been done for you.                     Open-endedDomain nameServices www.eBResearch for information,Part II How to Find New Customers Task 1 KEYSDirections: Work with your partner and discuss the following questions:1. How to look for new customers?2. Please list the channels of establishing business relations.Reference:Open-ended.12Usually a firm may approach its clients or obtain necessary information through the following channels: trade fairs, banks, the internet, chamber of commerce, trade directory etc. you can also obtain useful information from many sources such as periodicals, newspapers and TV advertisements, etc.Task 2 KEYSDirections: Listen to the following passage and fill in the missing words.. .The establishment of business relations is the fundamental step in foreign trade and in international  exchange  because transaction can only be made after the business connections have been  set up.    A newly-founded firm needs seeking prospective clients to start its business; an established enterprise needs extensive connections to maintain or expand its market and enlarge its business scope and turnover. Usually a firm may approach its clients or obtain necessary information through the following channels: Task 2 KEYSDirections: Listen to the following passage and fill in the missing words.. .Banks;¨Trade fairs or exhibitions;¨The internet;¨Chamber of commerce;¨Business association of the same trade;¨Trade Directory;¨Commercial counselor’s offices;¨Market investigation;¨Mutual visits by trade groups and delegations.Task 2 KEYSDirections: Listen to the following passage and fill in the missing words.. . Business connections are most valuable to firms engaged in foreign trade. Therefore, traders must make all efforts to consolidate their established relations with the firms having previous business and go all out to revitalize and develop the trade by searching for new connections.Task 3 KEYSDirections: Listen to the passage and answer the following questions. You may need to take some notes while you’re listening.1. From the local chamber of commerce 2. More than 60 years3. To establish business relations4.The export of various leather handbagsPart III  Seeking Business OpportunitiesTask 1 KEYSDirections: ABC Import and Export Corporation would like to expand its business in American market. Steven Chen, an experienced sales representative of ABC, attended the Chicago International Home & Housewares Show. He brought a wide range of products which appealed to many customers. During the Show, he met Denise Maclean from Macy’s Inc. She is interested in Chinese products. Now listen to the conversation and decide whether the following statements are true or false.Task 1 KEYS( F ) 1.Denise approached her new business  counterparts through communication in  writing from the conversation. ( F ) 2. Denise is interested in silk, woolen knitwear, cotton piece goods, and garments of ABC  Import  and Export Corporation. ( T ) 3.Silk blouses with brightly colored and beautifully designed are always in great demand. ( T ) 4.Macy’s Inc. wishes to establish relations with ABC Import and Export Corporation. ( F ) 5 If you want to know the financial position, credit standing and trade reputation of Macy’s Inc., you may only refer to Bank of Hong Kong. Task 2 KEYSDirections: After Steven Chen came back from the Chicago International Home & Housewares Show, he continued to collect information about Macy’s Inc. and Sears, Roebuck and Company. Now he is discussing with his colleague Lucy. Listen to the conversation and fill in the blanks.Task 2 KEYSGeneral ImageGoods and Service BrandsMacy’s Inc. is one of the nation’s premier retailers, with fiscal 2011 sales of $26.4 billion.It almost offers various goods and services you need such as apparel and beverages, consumer electronics, telecommunication etcMacy’s brand operates about  800 Macy’s department stores and furniture galleries in 45 states.  Sears, Roebuck and Company is a wholly owned of SHC. It is a leading retailer providing goods and service. It offers a wide range of goods, including home appliance, clothes and automotive products. It offers consumers leading  proprietary including Kenmore, Craftsman and Lands’ End. Task 3 KEYSDirections: Discuss the following question with your partner. Please list the important factors that influence your establishing business relations with a prospective client. The first one has been done for you.Task 3 KEYSFor a company For products credit standingquality  financial reservefashion designcorporate cultureDurabilitylocationPricinghigh reputationDiscountbrand  users’ satisfaction   staff qualitycost Part IV  Establishing Business Relationscatalogue产品目录产品目录samples样品样品durability持久性，耐用性持久性，耐用性      look forward to盼望，期待盼望，期待respectively分别地，各自地分别地，各自地instruction指令，要求指令，要求Task 1 KEYSDirections: Steven receives a phone call after he returned back from the Show. Listen to the telephone conversation, and write words or numbers in the spaces.Telephone MessageCaller: Tony  Brown  is  the  1)  purchasing  manager  of  Sears, Roebuck and Company.Channel: Tony know ABC Company from the International Home & 2) Housewares ShowPurpose of call: In the hope of 3) establishing business relationsModels required: Model No. 4) No. 106 and No. 5) No.297Popular Products: For  their  6)  durability  and  fashion  design,         especially for 7) competitive price .Address: From 8) websiteTask 2 KEYSDirections: After the phone call, Steven arranges to send the samples Tony is interested in. One month later, Steven receives a phone call from Tony. Listen to the conversation and decide whether the following statements are true or false.( T ) 1. Tony is satisfied with the samples except for   the green color. ( T ) 2. The producer can make silk products according to the buyers’ different requirement. ( F ) 3. Tony would like to order Chinese silk products with Steven’s company at once.( F ) 4. Tony will go to China on holiday next month.Task 3 KEYSDirections: Work with your partner. List the steps of establishing business relations in foreign trade and terms or sentences related to, then practice with them.StepTerms or sentences related to Step  1:  To  collect  the  market information and find new customers Channel of collection :1.  attendance  at  all  kinds  of commodities fairs ;2. mutual visits by trade groups and delegation.3. obtain your name and address from the Commercial Counselor’s Officeetc. Task 3 KEYS : (Reference) StepTerms or sentences related to Step 2 To seek business opportunitiesPromotion of your products:Our products are known for good quality, fashion designed. They’ve met with great favor overseas and are always in great demand.etc.Step 3: To establish business relationsExpression of a desire for establishing business relation: We  are  willing  to  enter  into business relations with your company  on  the  basis of  equality and mutual benefit. etc.Part IPart IIPart IIIPart IVA.Warm-Up How to Find New Customer Seeking Business Opportunities Establishing Business RelationsSummaryLOGOLOGOUnit 7Unit 7Enquiry and OfferEnquiry and OfferTo practice listening for specific information about making enquiry and offerAimsTo listen and understand what is an enquiry and what is an offerTo listen and understand different types of enquiryTo practice listening for general ideas Aims To learn phrases and expressions of making enquiry and offerContentsPart I. Warm-Up Part II Types of Enquiry and Offer Part III Enquiring and Offering Specific InformationPart IV Enquiry and OfferContents Any business transaction is likely to start with market research and the establishment of business relations; enquiries, offers and price negotiations, orders, delivery and documentation may follow. So far as a specific transaction is concerned, an enquiry is the first real step in business negotiations.SituationPart I. Warm-Up £What is an inquiry? 2.  Suppose you are the buyer, what kind of  information  will  you  inquire  when you intend to buy? Task 1: Directions: Work with your partner and discuss the following questions: Task 1 Keys1First real step in business negotiation. An inquiry is a request for the terms and conditions as to the target goods.Task 1 Keys2Catalogue, price list, quality，，quantity, package, delivery date, terms of payment, etc. Word BankWord Bankenquiry 询盘询盘request 请求请求quotation 报价报价offer 报盘报盘obligation 义务义务legally 法律上法律上binding 有约束力有约束力handle 处理处理Task 2 KEYSDirectionsDirections : Listen to the passage and decide whether the following statements are true or false( T ) 1. In the international business the buyer may send an inquiry to a seller, inviting a quotation and or an offer for the goods.( F ) 2. A buyer must purchase the goods after he makes an enquiry.( T ) 3. The seller who receives an enquiry is under no obligation to reply.( F ) 4. Since an enquiry is not legally binding upon either the buyer or the seller, the buyer and seller pay no attention to it.Task 3 KEYSDirectionsDirections : Read the following enquiries and offers. First judge which ones are enquiries and which ones are offers, then classify them into different groups according to the kind of information inquired or offered. Write down the number of the sentence in the corresponding blank. Kind of information PriceShipment/deliveryQuantity Terms of paymentpackageSentence No.1,52,43,678Part II Types of Enquiry and Offer Word Bankspecific 具体的具体的specification 规格规格insurance 保险保险firm 稳固的稳固的stated 规定的，阐明的规定的，阐明的period 时期时期withdraw 撤销撤销engagement 约束约束definite 确定的确定的content 内容内容Task 1 KEYSDirections: Directions: Listen to the passage and complete the following table.Types of EnquiryTypes of OfferGeneral enquiry Specific enquiry Firm offerNon-firm offer Task 2 KEYSDirectionsDirections : Listen again and fill in the blanks.      Enquiries can be classified into two groups, namely, general enquiry and specific enquiry. In a general enquiry, the buyer may only ask for catalogues, price lists, samples, or other general information about the goods. In a specific enquiry, the buyer may request detailed information about the price, quantity, specifications, terms of payment, delivery, insurance and so on.Task 2 KEYSDirectionsDirections : Listen again and fill in the blanks.      In international trade practices, there are also two kinds of offers: firm offer and non-firm offer. A firm offer is a promise to sell goods at a stated price, usually within a stated period of time. Once it has been accepted, it cannot be withdrawn.  A non-firm offer is an offer without engagement. In most cases, the contents of a non-firm offer are not clear and definite, the main terms and conditions are not complete. Task 3 KEYSDirectionsDirections : Work with your partner. Read the following sentences and decide on which types of enquiry or offer each sentence belongs to. Write down the number of the sentence in the corresponding blank. EnquiryOfferGeneral Enquiry Specific Enquiry Firm Offer Non-firm Offer72, 43,51,6Part III Enquiring and Offering Specific InformationWord Bankvalid 有效的有效的discount 折扣折扣grant 给予给予canned 罐装的罐装的provided 假如，只要假如，只要chemical fertilizer化肥化肥obliged 感激的感激的D/P 付款交单付款交单CIF 到岸价格到岸价格CFR 成本加运费成本加运费Los Angeles 洛杉矶洛杉矶Seattle西雅图西雅图Task 1 KEYSDirections:Directions: Listen to the sentences and tick√ the goods that are mentioned.√ canned peaches   □ bicycles   √ TV sets   √ peanuts    √ coffee cups   √digital cameras   √fertilizer   □ drinks    √sweaters      √vasesTask 2 KEYSDirections:Directions: Listen again and complete each sentence.1. We have 3000 cotton sweaters of high quality for sale. 2. Our offer for coffee cups is valid for 10 days. 3. Would you let us know what discount you may grant us if we place an order of 1000 TV sets?4. The price of the canned peaches is acceptable, provided you increase the quantity of your order to 5000 cans. Task 2 KEYSDirections:Directions: Listen again and fill in the blanks with missing words.5. Please send us quotations on 2000 tons of chemical fertilizer for December shipment. 6. This model of digital camera is usually sold on D/P basis.7. We are interested in buying large quantities of vases and should be obliged if you would give us a quotation per piece CIF Los Angeles.8. The price of the peanuts is US $ 840 per ton CFR Seattle.        Task 3 KEYSDirections:Directions: Discuss with your partner. First, try to give the full name for each abbreviated price term, and then match them with the Chinese translations.£FOB (  Free On Board )E.装装运运港港船船上上交货交货£2. FAS (  Free Alongside Ship )F.船边交货船边交货A.3. CIP (  Carriage and Insurance Paid )B.运运费费保保险险费费付至付至A.4. CPT (  Carriage Paid To )D.运费付至运费付至A.5. DAT (  Delivered At Terminal )A.终点地交货终点地交货A.6. DDP (  Delivered Duty Paid )C.完税交货完税交货Part IV  At the After-sales DepartmentBackground Information  A customer bought a camera which is not focusing at all. The customer complained to the shop assistant about the problem. Part IV   Enquiry and OfferWord Bankhand-embroidered 手工编织的手工编织的scarf 围巾围巾remain 保持保持subject to 使服从于使服从于confirmation 确认确认favorable优惠的优惠的effect 实施，实现实施，实现guarantee 保证保证letter of credit payable against draft at sight 即期信用证即期信用证Task 1 KeysDirection: Direction: Listen to the dialogue and decide whether the following statements are true or false.( F ) 1. This is the first time the buyer and the seller have talked with each other.( T ) 2. The buyer is interested in the hand-embroidered blouses.( T ) 3. The seller makes a firm offer to the buyer.( T ) 4. After the validity period, all the quotations on the list are subject to the seller’s final confirmation. ( F ) 5. The buyer has decided to buy the products right away.Task 2 KEYSDirection: Direction: Listen again and choose the best answer from A, B, C and D. 1.  How long does the offer remain valid?   A.3 days     B. 5 days    C. 7 days    D. 10 daysCTask 2 KEYSDirection: Direction: Listen again and choose the best answer from A, B, C and D. 2. The products are best sellers in the international market because of their superior            .•quality and patterns     B. quality and functions   C. functions and designs    D. quality and designsDTask 2 KEYSDirection: Direction: Listen again and choose the best answer from A, B, C and D. 3. What are the terms of payment required by the seller? 1.Telegraphic Transfer （（T/T））  2.B. Documents against payment （（D/P））C. Letter of Credit （（L/C））      D. Documents against acceptance （（D/A））CTask 2 KEYSDirection: Direction: Listen again and choose the best answer from A, B, C and D. 4. The prices of the products will vary according to             .  •the demand of the market    B. the popularity of the products    C. the supply of raw material    D. the price of the oilA Task 2 KEYSDirection: Direction: Listen again and choose the best answer from A, B, C and D. 5. When will the seller deliver the products ordered?   in June  B. in July  C. in August  D. in SeptemberBTask 3 KEYSDirection: Direction: Act out a dialogue with you partner according to the given situation.Open-endedSuppose you are Mr. Wang who works in a textile company and your partner is Mr. White who is interested in your company’s woolen blankets. Mr. White is making a specific enquiry with Mr. Wang.Part IPart IIPart IIIPart IV  Warm-Up Types of Enquiry and Offer  Enquiring and Offering Specific Information Enquiry and OfferSummaryLOGOLOGOUnit 8Unit 8Quotation and Quotation and Counter-offerCounter-offerTo practice listening for specific information about quotation and counter-offerAimsTo listen and understand what is a counter-offerTo listen and master basic skills of price negotiationTo practice listening for general ideas Aims To learn and practice phrases and expressions of price negotiationContentsPart I. Warm-Up Part II  Reply to a Counter-offerPart III A Counter-offer LetterPart IV Price NegotiationContents Price negotiation is a common occurrence when purchasing materials or supplies. During a price negotiation, there are two roles: buyer and seller. The purpose of the negotiations is to determine a price that is acceptable to both parties. Upon the completion of negotiations, either a deal is reached and the product is sold or there is no sale.SituationPart I. Warm-Up £What is a counter-offer?£When  does  a  buyer  make  a  counter-offer? Task 1: Directions: Work with your partner and discuss the following questions: Task 1 Keys1A counter-offer is a partial or full rejection of the original offer of the seller.Task 1 Keys2A counter offer is made when a potential buyer finds the terms and conditions in the offer is unacceptable or as an attempt to gain more favorable terms.Word BankWord Bankconclusion  订立订立satisfactory 令人满意的令人满意的cautious 谨慎的谨慎的concerning 与与…相关的相关的various 各种各样的各种各样的conduct 进行进行correspondence 书信书信Task 2 KEYSDirectionsDirections : Listen to the passage and decide whether the following statements are true or false.( F ) 1. According to the passage, the conclusion of a satisfactory contract results largely from the good and steady business relationship.  ( F  ) 2. The purpose of negotiation is to reduce the price of the product. ( F  ) 3. Terms concerning insurance and commission cannot be negotiated through business negotiation. ( T  ) 4. When both parties agree on the various terms, the contract of sales can be concluded.( F  ) 5. Business negotiation can only be conducted face-to-face.Task 3 KEYSDirectionsDirections : Work with your partner, and discuss the possible reasons for requesting a price reduction1. Large ordere.g.  For such a big order like ours, we suggest that you make a reduction, say 20%.2. Competitive forces;e.g. Your price is not so competitive as other sellers’       The competitors are trying to occupy the market by selling their goods at a lower price.Task 3 KEYSDirectionsDirections : Work with your partner, and discuss the possible reasons for requesting a price reduction3. Market changese.g. As the present market is rather weak, your price is unworkable.Could you possibly consider decreasing your price to help develop a new market?4. long-term relationship e.g. Business will still be difficult unless your price proves attractive in the future.5. early paymente.g. can you offer me a discount if I can pay you in less than 20 days?Part II Types of Enquiry and Offer Word Bankprofit 收益收益speculation 规格规格in the light of 鉴于，考虑到鉴于，考虑到cooperation 合作合作rock-bottom 最低的最低的reduction 减少减少adjust 调整调整proposal 提议，建议提议，建议consideration 考虑考虑meet  each  other  half  way 折中折中Task 1 KEYSDirections: Directions: Listen to 8 replies to counter-offers and find out which reply is a rejection of a counter-offer and which is an acceptance or concession. Complete the following table by writing down the number of the reply in the corresponding blank.Rejecting a Counter-offer Accepting a Counter-offer or Make a Concession 1, 3,4,52,6,7,8Task 2 KEYSDirectionsDirections : Listen again and fill in the blanks.1. Our offer was based on reasonable profit, not on wild speculations. 2. In the light of our long-term cooperation, we’re happy to help by giving you a discount.3. Our rock-bottom price is $ 500 per ton, and cannot be further lowered.4. We’ve already cut our price to cost level. With this price, we won’t make any profit.Task 2 KEYSDirectionsDirections : Listen again and fill in the blanks.5. It is always a pleasure to help you where we can. But to make a 10% reduction is out of the question.6. In order to conclude the deal, the best we can do is to give you a discount of 2%.7. We’ll adjust our prices taking your proposal into consideration. 8. That still leaves a gap of 20 dollars to be covered. Let’s meet each other half way once more, then the gap will be closed and our business completed.Task 3 KEYSDirectionsDirections : Work with your partner and practice how to respond to the following counter-offers. You can add more counter-offers and practice more. 1. Could you make it a little cheaper?- I’m sorry. This is our rock-bottom price and it is in fact more advantageous than others.2.  Is it possible for you to reduce the price by 10%?-In the light of our long-term cooperation, we/happy/help you/by giving you this discount.3. How much do you think you can bring the price down by?- We/already/cut our price/cost level. With this price, we/not make/profit.Part III  A Counter-offer LetterWord Bankurgent  急切的急切的out of line with  跟跟…不一致不一致prevailing  主流的主流的deprive  使不能拥有使不能拥有come to terms  达成协议达成协议decline减少减少demand  需求需求favorably  好意的好意的acceptance  接受接受faithfully  忠诚的忠诚的Task 1 KEYSDirections:Directions: Listen to a counter-offer letter and decide whether the following statements are true or false.( T ) 1. The price of green tea is US $200 per ton CIF Shanghai. ( T ) 2. The buyer has received quotations 12% lower than seller’s. ( T) 3. The buyer hopes the supplier can consider the counter-offer most favorably. ( F ) 4. If the supplier can reduce 11%, the two parties might come to terms.( F ) 5. Because of a demand for green tea this year, there is no room for price reduction.Task 2 KEYSDirections:Directions: Listen again and fill in the blanks.Dear sirs:         We thank you for your letter of August 28 offering us 300 tons of green tea at US _200_ per ton __CIF_Shanghai.          Although we are _in urgent need of such product, we find your price is too high and out of line with the prevailing market level. Your quoted price will _deprive us of any _profit . To tell you the truth, we have received quotations _12%_lower than yours. Should you be prepared to reduce your price by, say 10%  , we might come to terms. Task 2 KEYSDirections:Directions: Listen again and fill in the blanks with missing words.       Considering our _business relations, we make you such a counter-offer. As you know, this year’s green tea harvest was good and the market is declining, though there is a heavy demand for green tea. We hope you will consider our counter-offer most favorably and let us know your acceptance at your early convenience.        Hope to hear from you soon.                                                          Yours faithfully,       Task 3 KEYSDirections:Directions: Work with your partner and try to summarize what should be included in a counter-offer letter. Main points included in  a counter-offer letter:1. An expression of thanks for the offer;2. Express the inability to accept the offer;3. State the reasons for non-acceptance;4. Make a counter offer if, in the circumstance, it is appropriate;5. Suggest other opportunities to do business together. Part IV  Price NegotiationWord Bankmargin 利润利润competitive 有竞争力的有竞争力的supplier 供应商供应商appreciate 感激感激confirmation 确认确认favorable优惠的优惠的effect 实施，实现实施，实现guarantee 保证保证letter of credit payable against draft at sight 即期信用证即期信用证Task 1 KeysDirections: Work with your partner and discuss the following questions.1.As a buyer, what kind of information should you prepare before negotiating the price with the seller?2.As a seller, what kind of information should you prepare before negotiating the price with the buyer?3.Do you know any skills and tactics that are used when negotiating the price in international trade? Task 1 Keys1Understand and quantify value – know the balance of powerKnow your arguments and counter-arguments in advanceDecide where you make concessions and how to use them Task 1 Keys2Understand and quantify value – know the balance of powerKnow your arguments and counter-arguments in advanceDecide where you make concessions and how to use them Task 1 Keys3A.Learn to flinch.2) Recognize that people often ask for more than they expect to get.3) The person with the most information usually does better.4) Practice at every opportunity.5) Maintain your walk away power.Task 2 KEYSDirection: Direction: Listen to the conversation again and choose the best answer from A, B, C and D. 1. The price of the product has increase by              .  A.5%     B. 10%    C. 15%   D. 20%DTask 2 KEYSDirection: Direction: Listen again and choose the best answer from A, B, C and D. 2. The reason why the price of the product has gone up is that              .A. demand has exceeded supply    B. the price of pure silk has increased   C. workers’ salary has increased    D. the product is quite popular in the buyer’s marketBTask 2 KEYSDirection: Direction: Listen again and choose the best answer from A, B, C and D. 3. Which country gives a lower price that the one offered by the seller? A. India       B. China      C. Thailand      D. Malaysia  A Task 2 KEYSDirection: Direction: Listen again and choose the best answer from A, B, C and D. 4. What will the buyer do if the seller refuses to make any concession? A.order fewer products than he intended to   B. modify the terms of paymentC. find another supplier              D. ask the seller to speed up shipment CTask 2 KEYSDirection: Direction: Listen again and choose the best answer from A, B, C and D. 5. The seller finally agrees to give a         discount to the buyer.   A.2%           B. 5%          C. 8%         D. 10%BTask 3 KEYSDirection: Direction: Work with your partner and try to act out the dialogueOpen-endedPart IPart IIPart IIIPart IV  Warm-Up Reply to a Counter-offer A Counter-offer Letter Price NegotiationSummaryLOGOLOGOUnit 9Unit 9Making PurchaseMaking PurchaseTo practice listening for general ideasTo practice listening for specific information about placing an order;AimsTo listen and understand the trading processAims ContentsPart I. Warm-Up Part II Placing an OrderPart III A Planning NegotiationsPart IV Discuss Details of an OrdeContents Global trade allows wealthy countries to use their resources - whether labor, technology or capital - more efficiently. Because countries are endowed with different assets and natural resources (land, labor, capital and technology), some countries may produce the same good more efficiently and therefore sell it more cheaply than other countries. If a country cannot efficiently produce an item, it can obtain the item by trading with another country that can.SituationPart I. Warm-Up Do you know what the general trading procedure is? Could you put the steps in the right order? Task 1: Directions: Work with your partner and discuss the following questions.Task 1 KeysTrading ProceduresStep 1  make an enquireStep 2make an offerStep 3counter-offerStep 4counter-counter-offer  Step 5place an initial orderStep 6sign the contractStep 7place an repeated orderStep 8sign the contract againWord BankWord Bank transaction 交易交易parties 双方双方negotiation谈判谈判initial初次的初次的Task 2 KEYSDirectionsDirections : Listen to the passage and complete the following table. Types of OrderDefinitioninitial orderIf it is the first time of you to close a deal  with  your  supplier,  the  order  is called an “initial order”.repeated orderIf  you  place  the  same  order  again, maybe  a  second  or  third  time,  it  is called a repeated order.Task 3 KEYSDirectionsDirections Discuss with your partner what kind of information should be included in an order. Write down your answers in the box below.        An order letter should include name of the commodity, specification, quantity, price, terms of payment, packing, delivery date, delivery place, terms of shipment and transportation insurance, etc.Part II Placing an OrderWord Bankvariety多样多样minimum 最小量最小量article货品货品catalogue目录目录request 要求要求additional额外的额外的Task 1 KEYSDirections: Directions: Listen to the dialogue between a buyer and a seller, and answer the following questions.£How does the buyer get the information     about the seller?      From the internet 2. Where does the buyer come from?     Canada3. What products is the buyer interested in?      T-shirts and ShortsTask 1 KEYSDirections: Directions: Listen to the dialogue between a buyer and a seller, and answer the following questions.4. What is the buyer’s minimum order?      2,000 pieces•What are the article numbers of the products selected by the buyer?      Article No. 501 and Article No.503Task 2 KEYSDirectionsDirections : Listen to the dialogue again and fill in the blanks with the missing words.The seller: Good, we provide a variety of clothes.      So what kind of clothes are you interested in?The buyer: T-shirts and Shorts. But would you please first tell me what your minimum order is?The seller: Our minimum order is 2,000 pieces. The buyer: OK. That’s fine. I’ve selected two articles from your online catalogue: Article No. 501 and Article No.503. But I would like to make some changes in size and color. Will you be able to satisfy my request?Task 2 KEYSDirectionsDirections : Listen to the dialogue again and fill in the blanks with the missing words.The seller: Em…Depending on what type of changes you want to make, it shouldn’t be a problem.The buyer: For Article No. 501, the T-shirts, I want them to come in two additional sizes. Would you please add XXL and XXXL?The seller: OK. How about Article No.503? The buyer: The size is OK. But we want to order both light and dark colors.Task 2 KEYSDirectionsDirections : Listen to the dialogue again and fill in the blanks with the missing words.The seller: I’m sorry to tell you that the dark-colored ones are out of stock at present. Can you accept to order all light-colored ones?The buyer: Well, OK, in that case, we’ll order all light-colored shorts.Task 3 KEYSDirectionsDirections : Work with your partner and act out the dialogue. One student plays the role of the buyer, and other student plays the role of the seller. Open-ended.Part III   Planning NegotiationsWord Bankoutcome 结果结果draw up起草起草beforehand提前提前address 讲到讲到overall总体的总体的devote贡献贡献preliminary初步的初步的obtain获得获得relevant相关的相关的formulate制定制定strategy策略策略tactic战略战略Task 1 KEYSDirections:Directions: Listen to the passage and decide whether the following statements are true or false.( F ) 1. There is no need for exporter to draw up a negotiation plan beforehand.( T ) 2. Experienced negotiators consider that as much as 80% of their overall time devoted to negotiations should go to preparations.( F ) 3. The preliminary work should be making advertisements. ( T ) 4. Exporter should think about counter-proposals beforehand.Task 2 KEYSDirections:Directions: Listen again and fill in the blanks with the missing words. How to Plan Negotiations1obtaining relevant information on the target market and the buyers of the product2developing counter-proposals if objections are raised on any of the exporter’s opening negotiating points.3formulating negotiating strategies and tactics.Task 3 KEYSDirections:Directions: Read the following expressions used in negotiations. Work with your partner and tell which one is used by an exporter and which one is used by an importer. Importer:      1, 4, 5,7,8    Exporter:      2,3, 6,5,7,  Part IV  Discuss Details of an OrderWord Bankreceipt收到收到in great demand 需求量大需求量大effect生效生效client客户客户Task 1 KeysDirection: Direction: Listen to the dialogue and decide whether the following statements are true or false. ( F ) 1. The seller and the buyer haven’t reached an agreement on the price yet.( T ) 2. At first, the buyer is not satisfied with the time of delivery.( T ) 3. NR568 speakers are quite popular in the buyer’s region.( F ) 4. The seller does not succeed in persuading the seller to order NR569 speakers.Task 2 KEYSDirection: Direction: Listen again and choose the best answer from A, B, C and D.1. Generally, when can the seller make delivery? A. within 20 days after receipt of the L/CB. within 30 days after receipt of the L/CC. within 50 days after receipt of the L/CD. within 13 days after receipt of the L/CBTask 2 KEYSDirection: Direction: Listen again and choose the best answer from A, B, C and D.2. Why can’t the buyer deliver NR568 speakers as the buyer expected? A. Because the seller is not satisfied with the price.B. Because NR568 speakers are being   manufactured now.C. Because NR568 speakers are out of stock. D. Because the material needed for producing the speaker is in short supply. C Task 2 KEYSDirection: Direction: Listen again and choose the best answer from A, B, C and D. 3. NR569 speakers are much               than NR568.    A. cheaper       B. more beautiful      C. smaller         D. biggerBTask 2 KEYSDirection: Direction: Listen again and choose the best answer from A, B, C and D.1. Generally, when can the seller make delivery? A. within 20 days after receipt of the L/CB. within 30 days after receipt of the L/CC. within 50 days after receipt of the L/CD. within 13 days after receipt of the L/CBTask 2 KEYSDirection: Direction: Listen again and choose the best answer from A, B, C and D.4.  Finally, how many speakers does the seller decide to order?    A. 100        B. 200            C. 400           D. 500DTask 3 KEYSDirection: Direction: Work with your partner and translate the Chinese sentences into English.1. 我想知道多长时间可以运货。

我想知道多长时间可以运货I would like to know how long it takes to make delivery.2. 我们在收到信用证后我们在收到信用证后30天发货We deliver the goods within 30 days after receipt of the L/C.3. 在我们地区，这些扬声器需求量很大在我们地区，这些扬声器需求量很大These speakers are in great demand in our region. Task 3 KEYSDirection: Direction: Work with your partner and translate the Chinese sentences into English.4. 能不能早点发货？能不能早点发货？Is it possible for you to effect the delivery earlier?5. 我们的客户对它评价很高我们的客户对它评价很高Our clients all think highly of it.6. 你可以试订一笔订单你可以试订一笔订单。

You could make a trial order first.Part IPart IIPart IIIPart IV  Warm-Up Placing an OrderPlanning Negotiations Discuss Details of an OrderSummaryLOGOLOGOUnit 10Unit 10Terms of PaymentTerms of PaymentTo practice listening for specific information about terms of paymentAimsTo listen and know the three major terms of payment in international tradeTo listen and know how to ask for an easier payment terms and make a relative responseTo practice listening for general ideas Aims To master some specific terms and expressions concerning paymentContentsPart I. Warm-Up Part II  Remittance and CollectionPart III Discussing the Time of Opening L/CPart IV Discussing Terms of PaymentContents The final result of all business activities should be to recover the value of goods supplied or services rendered. If payment is not ensured, then all will be meaningless. The method of payment for each transaction is to be agreed upon between the two trading parties at the time of placing an order. Generally, there are three commonly used methods: L/C (the letter of credit), remittance and collection.SituationPart I. Warm-Up £Can you tell what a letter of credit is?£How  many  parties  are  involved  in  a letter  of  credit  transaction?  Who  are they? Task 1: Directions: Work with your partner and discuss the following questions: Task 1 Keys1Definition: a letter from one banker to another authorizing the payment of a specified sum to the person named in the letter on specified conditionsTask 1 Keys2The parties involved are: A. Applicant: the opener of the L/C, who applies for establishment of the L/C to the bank.（开证（开证申请人）申请人）B: Opening bank: the bank that accepts the application and issues the L/C. The opening bank is liable for payment of the L/C. It is often a bank in the importer’s country.（开证行）（开证行）C: Advising bank: the bank which, entrusted by the opening bank, hands the L/C to the exporter. It is often a bank in the exporter’s country.（通（通知行）知行）Task 1 Keys2D: Confirming bank: the bank which adds confirmation to the L/C.(保兑行）保兑行）E.: Negotiating bank: the bank that buys the documents and the draft from the exporter.（议（议付行）付行）F: Paying bank: the bank, often the opening bank, which pays to the negotiating bank as the L/C stipulates.（付款行）（付款行）G: Beneficiary: the exporter who has the right to get the L/C.（受益人）（受益人）Word BankWord Bankadopt  采用采用reliable   可靠的可靠的establish  开立开立prior  在在…之前的之前的ample  足够的足够的clause  条款条款set forth   提出提出in conformity with  与与…相符相符stipulate  规定规定discrepancy  矛盾矛盾arise    出现出现amend  修改修改expiry date   有效期有效期extension   延长延长validity 有效性有效性Task 2 KEYSDirectionsDirections : Listen to the passage and decide whether the following statements are true or false. ( F ) 1. The most generally adopted method of payment is remittance.( F ) 2. As a usual practice, the L/C is to be established and to reach the seller 2 weeks prior to the date of shipment. ( T ) 3. Upon receipt of the relevant L/C, the seller should, first of all, make a thorough examination to see whether the clauses set forth in the L/C are in full conformity with terms stipulated in the contract.( F ) 4. If any discrepancies arise, the seller may amend the letter of credit himself.( F ) 5. A letter of credit doesn’t have its expiry date.Task 3 KEYSDirectionsDirections : Work in pairs and match the English terms with their corresponding translations.A.Confirmed L/C  H. 保兑的信用证保兑的信用证 A.2. Unconfirmed L/C         E.未保兑的信用证未保兑的信用证A.3. Sight L/C                D.即期信用证即期信用证 A.4. Time/term L/C           I. 远期信用证远期信用证 A.5. Revocable L/C            A.可撤销的信用证可撤销的信用证 A.6. Irrevocable L/C           J.不可撤销的信用证不可撤销的信用证  •7. Transferable L/C          B.可转让的信用证可转让的信用证•8. Non-transferable L/C       G.不可转让信用证不可转让信用证1.9. Divisible L/C            C.可分割的信用证可分割的信用证•10. Indivisible L/C           F.不可分割的信用证不可分割的信用证11. Documentary L/C          K.跟单信用证信用证跟单信用证信用证Part II Remittance and CollectionWord Bankremittance 汇付汇付Demand Draft汇票汇票on one’s own initiative 主动主动remit 汇款汇款trustworthy 可靠的可靠的former 以前的以前的collection托收托收be liable for 有有…的义务的义务Task 1 KEYSDirections: Directions: Listen to the passage and complete the following table of the other two methods of payment.Terms of Payment Remittance         Collection • Mail Transfer (M/T)• Telegraphic Transfer (T/T)    • Demand Draft (D/D)•Documents against Payment (D/P)•Documents against Acceptance (D/A).Task 2 KEYSDirectionsDirections : Listen again and fill in the blanks.         Remittance includes Mail Transfer (M/T), Telegraphic Transfer (T/T), and Demand Draft (D/D). When remittance is adopted in international trade, the buyer will on his own initiative remit money to the seller through a bank according to the terms and time stipulated in the contract. Remittance is often used in payment in advance, cash with order and open account. Therefore, either the exporter or the importer takes risk in remittance. Usually it is used between companies that are trustworthy to each other in former transactions. Task 2 KEYSDirectionsDirections : Listen again and fill in the blanks.        Collection is another mode of payment in international trade. In collection payment is made through banks under the terms of Documents against Payment (D/P) or Documents against Acceptance (D/A). Payment by collection can be used, when the exporter and importer know each other well, or when the sum in question is small. However, there is obviously a risk involved in collection, which is actual payment after shipping. In this case, the bank will only do the service of collecting and remitting and will not be liable for nonpayment of the importer. Task 3 KEYSDirectionsDirections : There are some other modes of payment. Work with your partner and try to figure out the full name for each abbreviated terms according to the Chinese translation.C.W.O随订单付现随订单付现 (Cash With Order)            C.O.D交货付现交货付现 (Cash On Delivery)  C.A.D凭单付现凭单付现   (Cash Against Documents )     P.O.D货到付款货到付款(pay on delivery) Part III  Discussing the Time of Opening L/CWord Bankarrangement 安排安排document 文件文件invoice 发票发票certificate 证书证书origin 原产地原产地inspection 检查检查Task 1 KEYSDirections:Directions: Listen to the conversation and tick√ the documents provided by the seller.√ draft    √an invoice    √a packing list                □ legal documents    √an export license         √bills of lading             √an origin certificate  □embassy legalization      √an insurance policy   √an inspection certificateTask 2 KEYSDirections:Directions: Listen to the dialogue and decide whether the following statements are true or false.( T ) 1. The seller asks the buyer to open relevant L/C 30 days before the date of shipment.( T ) 2. The buyer thinks 15 days before the date of shipment would be long enough to open L/C.( F ) 3. Currently, the seller gets only one order from his clients.  ( T ) 4. The buyer makes concession on the time of opening L/C. ( F ) 5. The validity of the L/C is 50 days.Task 3 KEYSDirections:Directions: Discuss with your partner and put the following sentences in the correct order according to the procedure of opening an L/C. 4The  issuing  bank  asks  another  bank,  usually  in the country of the seller, to advise and perhaps also to add its confirmation to the documentary credit. 6The seller presents his documents to the advising bank for settlement.2The  buyer  instructs  the  issuing  bank  to  issue  a documentary credit in favor of the seller5The seller examines the documentary credit, and requires an amendment of the credit if necessary.Task 3 KEYSDirections:Directions: Discuss with your partner and put the following sentences in the correct order according to the procedure of opening an L/C. 1A  buyer and  a seller enter into a sales contract providing payment by a documentary credit. 7The negotiating bank forwards documents to the issuing  bank,  claiming  reimbursement  as  agreed between the two banks. The issuing bank examines the documents and makes reimbursement. 8The buyer redeems the documents and picks up the goods against the documents.3The  issuing  bank  opens  a  documentary  credit according to the instructions of the applicant Part IV  Discussing Terms of PaymentWord Bankdeposit 保证金保证金tie up 占用占用consult 咨询咨询minimum 最小值最小值charge 收费收费the other way round 反过来讲反过来讲Task 1 KeysDirectionDirection Listen to the dialogue and answer the following questions.1. Why is the buyer unwilling to accept L/C as the term of payment?     A letter of credit would increase the cost of import.2. Why does the seller insist on L/C as the term of payment?      An L/C provides the seller with guaranteed payment from the bank. It’s much safer for exporters.Task 2 KEYSDirection: Direction: Listen again and fill in the blanks. A: Well, we’ve settled the questions of price, quantity and packaging. Now shall we talk about the terms of payment? What is your usual practice concerning payment?B: We normally conduct our international sales with L/C.A: I see. To tell you the truth, a letter of credit would increase the cost of my import. If I open a letter of credit with a bank, I have to pay a deposit. That’ll tie up my money and increase my cost. So could you accept D/A or D/P?Task 2 KEYSDirection: Direction: Listen again and fill in the blanks. B: I’m afraid not. We insist on a letter of credit. Maybe you could consult your bank and ask if they will reduce the required deposit to a minimum.A: Besides, there will be bank charges if I open a letter of credit. It would save me a lot of money if you would accept D/A or D/P. B: Well, although you have to pay more money, an L/C provides us with guaranteed payment from the bank. It’s much safer for exporters. We always require L/C for our exports, and the other way round, we pay by L/C for our imports.Task 2 KEYSDirection: Direction: Listen again and fill in the blanks. A: Then, let’s meet each other half way. What do you say if 50% by L/C and 50% by D/P?B:  Since it is the first time we’ve done business, we will give make an exception for you. But we can only accept 60% by L/C and 40% by D/P?A: Well, it seems that we have no other choices. OK, we will accept that. Task 3 KEYSDirection: Direction: Act out the dialogue with your partner.Open-endedPart IPart IIPart IIIPart IV  Warm-Up Remittance and Collection Discussing the Time of Opening L/C Discussing Terms of PaymentSummaryLOGOLOGOUnit 11Unit 11Shipment and Shipment and DeliveryDeliveryTo practice listening for specific information about shipment and deliveryAimsTo listen and know different means of transportation in international tradeTo listen and learn different kinds of shipmentTo practice listening for general ideas Aims To master some specific terms and expressions concerning shipment and deliveryContentsPart I. Warm-Up Part II  Partial Shipment and TransshipmentPart III Setting the Date of ShipmentPart IV Suggesting TransshipmentContents Transport is an important part in the international trade. The effectuation of the transport signifies the exporter’s fulfillment of the obligation to make delivery of the goods. It is indispensable to import and export business. Transport allows goods to be conveyed from one place to another. Without transport, international trade would not be possible.SituationPart I. Warm-Up £What  are  the  common  means  of transportation in international trade?£Which  means  of  transportation  is  the most important in international trade? Task 1: Directions: Work with your partner and discuss the following questions: Task 1 Keys1 a train, a truck, a plane, a ship, a pipeline, parcel post, multimodal transport2shipWord BankWord Bankadopt  采用采用reliable   可靠的可靠的establish  开立开立prior  在在…之前的之前的ample  足够的足够的clause  条款条款set forth   提出提出in conformity with  与与…相符相符stipulate  规定规定discrepancy  矛盾矛盾arise    出现出现amend  修改修改expiry date   有效期有效期extension   延长延长validity 有效性有效性Task 2 KEYSDirectionsDirections : Listen to the passage and tick√ the means of transportation that are mentioned. □ cargo    √ship      □ parcel post    □ container     √  pipeline   □multimodal transport     √truck         √plane       √trainTask 3 KEYSDirectionsDirections : Listen again and complete the following table. Means  of transportationAdvantages and DisadvantagesGoods transportedTrainsNot mentioned bulk  products  that are  low  in  value  and must travel great distances.Trucksstop  within  a  city and deliver goods direct to the market.can start  as  soon  as it is loadedhigh-value goods which travel short distancesTask 3 KEYSDirectionsDirections : Listen again and complete the following table. Means  of transportationAdvantages and DisadvantagesGoods transportedAir freight  or plane quick but expensive Food and some urgently needed goodsShip a  little  slower,  but much less expensive. Commodities such as coal,  grain,  chemicals and iron orePipelinesNot mentioned gasoline,  crude  oil, and natural gas, even some solidsPart II Partial Shipment and TransshipmentWord Bankpartial shipment 分批装运分批装运transshipment 转运转运frequency 频率频率lot 一批，一块一批，一块prohibit 禁止禁止intermediate 中间的中间的appropriate适当的适当的destination 目的地目的地Task 1 KEYSDirections: Directions: Listen to the passage and decide whether the following statements are true or false.( T ) 1. For large orders, the transportation conditions may affect the conclusion of the deal. ( F  ) 2. The seller can make partial shipment without discussing with the buyer.( F ) 3. Transshipping goods at intermediate ports will reduce expense. ( F ) 4. Sellers are unwilling to accept the transshipment term.( T) 5. If the conditions of the destination port are very poor, the buyer and seller may consider transshipment. Task 2 KEYSDirectionsDirections : Listen again and fill in the blanks 1. The transport conditions, the source of the goods and the goods’ marketing sometimes may affect the conclusion of the deals, so it will be necessary to make partial shipments.2. The buyer and the seller should stipulate the time and frequency of partial shipment.3. If the shipment needs to be effected only in single lot, the limited term of prohibiting the partial shipments must be written in the contract and in the L/C.Task 2 KEYSDirectionsDirections : Listen again and fill in the blanks4. Sometimes there are no direct ships or no appropriate ships sailing to the destination port.5. The seller and the buyer have to stipulate the term of “allowing transshipment”.Task 3 KEYSDirectionsDirections : Work with your partner and try to match the English phrases with their corresponding Chinese translation. £to make/ effect/ handle shipment F. 装运装运£2. to expedite shipment G.加速装运加速装运A.3. to postpone shipment A.延迟装运延迟装运A.4. shipping instruction B.装运指示装运指示A.5. shipping advice E.装运通知装运通知A.6. Port of loading D.启运港启运港A.7. Port of discharge H.卸货港卸货港•8. Port of destination C.目的港目的港Part III  Setting the Date of ShipmentWord Bankthree shifts 三班倒三班倒customs formalities 报关手续报关手续seasonal 季节性的季节性的commodity 商品商品back orders 延期交货的订单延期交货的订单delay 耽搁耽搁position 处境处境client 客户客户exception 特例特例Task 1 KEYSDirections:Directions: Listen to the dialogue and decide whether the following statements are true or false.( F ) 1. At first, the buyer asks the seller to effect shipment in June. ( F ) 2. The seller thinks he can make delivery by the end of July. ( T ) 3. The buyer is in urgent need of the goods he ordered. ( T ) 4. The buyer and the seller have been doing business with each other for a long time. ( T ) 5. At last, the buyer and the seller both make concession on the time of shipment. Task 2 KEYSDirections:Directions: Listen again and choose the best answer from A, B, C and D.1. The reason why the seller can’t advance shipment is that                      .  A. There are not enough workers to manufacture the goods.    B. The raw material is out of stock.C. The weather is not good for making delivery.D. It’s difficult to book shipping space. A Task 2 KEYSDirections:Directions: Listen again and choose the best answer from A, B, C and D.2. The goods the buyer ordered are                 .1.inflammable goods             B.  fragile goods                •fashionable goods               •D. seasonal goodsD  Task 2 KEYSDirections:Directions: Listen again and choose the best answer from A, B, C and D.3. One of the reasons why the buyer wants to advance shipment is that                  .A. the price of the goods is declining.B. the price of the goods is rising.C. customs formalities are rather complicated and it takes quite a long time to complete them. D. the goods sell quite well in the market.CTask 2 KEYSDirections:Directions: Listen again and choose the best answer from A, B, C and D.4. What are the terms of payment required by the seller?      Telegraphic Transfer （（T/T））  B. Documents against payment （（D/P））C. Letter of Credit （（L/C））     D. Documents against acceptance （（D/A））CTask 2 KEYSDirections:Directions: Listen again and choose the best answer from A, B, C and D.5. How can the seller make early shipment?         A. By employing more workers                 B. By making the workers to work four shiftsC. By asking other manufacturers to help produce the products D. By put off the back orders. ATask 3 KEYSDirections:Directions: Try to list the useful expressions of discussing delivery time and practice them with your partner. Requesting Delivery Time:May I ask when we can expect delivery?Could you possibly advance shipment further more?How long does it usually take you to make delivery?When  is  the  earliest  possible  date  you  can  ship  the goods?Could you consider prompt shipment for this lot?Task 3 KEYSDirections:Directions: Try to list the useful expressions of discussing delivery time and practice them with your partner. Explaining Delivery Time: The earliest delivery we can make is in May. I’m sorry，，we can’t advance the time of shipment.I’m sorry，，we can’t make prompt delivery. We’ll try our best to advance shipment to September.We  will  do  our  best  to  ship  the  goods  as  early  as possible,  and  we  feel  sure  that  the  shipment  will  be satisfactory to you in every respect.Part IV  Suggesting TransshipmentWord Bankdirect shipment 直直接装运接装运contact 联系联系agent 代理商代理商shipping space 舱位舱位tramp 不定期船不定期船option 选择选择prompt 立刻的，迅速的立刻的，迅速的liner 班轮班轮vessel 船舶船舶pilferage 偷盗偷盗Risk of Breakage 破损险破损险TPND 偷窃提货不着险偷窃提货不着险guarantee 保证保证ensure 保证保证Task 1 KeysDirection:Direction: Listen to the dialogue and decide whether the following statements are true or false.(T ) 1. At first, the buyer asks the seller to make a direct delivery for the goods. ( F ) 2. Because New Year is drawing near, it’s difficult to book shipping space. (T ) 3. The problem with using a tramp is that it may not be large enough to deliver all the goods.( T ) 4. If the seller cannot make prompt delivery, the buyer will place the order elsewhere. ( F ) 5. At last, the buyer agrees to get the goods transshipped at Hong Kong. Task 2 KEYSDirection: Direction: Listen again and fill in the blanks. A: Could you think of a way to solve the shipping problem. Can you contact the shipping company to arrange a tramp for the goods? B: Yes, I can. Even if I find a tramp, I am not sure whether the tramp is big enough to load all your goods.  A: Isn’t there any other options? If the goods we ordered cannot be delivered promptly, I’m sorry to say we’ll have to place the order elsewhere. Task 2 KEYSDirection: Direction: Listen again and fill in the blanks. B: Yes. If you could consider transshipment, we can have the goods transshipped at Shanghai. As far as I know, Seaway Shipping Agent has a liner sailing from Shanghai for America around mid October. If we manage to catch that vessel, everything would be all right. A: But transshipment will increase risks of pilferage and damage to the goods. Task 2 KEYSDirection: Direction: Listen again and fill in the blanks. B: Don’t worry about it. We’ll have the goods covered under Risk of Breakage and TPND. A: All right. I agree to get them transshipped at Shanghai in the middle of October provided that you can guarantee the goods will arrive earlier. B: No problem. We ensure that the goods reach the port of destination 2 weeks before Christmas.Task 3 KEYSDirection: Direction: Act out a dialogue with you partner according to the given situation.Open-ended        A European business man wants to buy 30 metric tons of peanuts from China. Having settled the price, he requests that the goods arrive at Rotterdam before the middle of November, so that he can sell the goods to his customers  before  Christmas  season,  otherwise  he  will mostly  likely  lose  out.  However,  because  Christmas  is drawing near, it’s difficult for the seller, Mr.  Zhang to book  shipping  space.  They  are  discussing  possible solutions to solve the shipping problem. Part IPart IIPart IIIPart IV  Warm-Up Partial Shipment and Transshipment Setting the Date of Shipment Suggesting TransshipmentSummaryLOGOLOGOUnit 12Unit 12PackingPackingAimsTo listen and understand different methods of packing To practice listening for specific information about packing To practice listening for general ideas Aims ContentsPart I. Warm-Up Part II Methods of Packing Part III Changing the Method of Packing Part IV Packing in International TradeContents Nowadays, packing has been increasingly recognized as major competitive force in the market penetration. It is also of particular importance in foreign trade because goods have to travel long distances before reaching their destination. Today, ABC Trading Company is going to talk about the important part of the transaction---packing.SituationPart I. Warm-Up £Generally, packing is divided into outer packing and inner packing. Do you know what outer packing is and what inner packing is?2. What are the usual packing materials used in our daily life? Can you name some? Task 1: Directions: Work with your partner and discuss the following questions:Reference:12Outer packing is also called transportation packing. It is used to protect the quality and quantity of the commodity during transportation as well as to make the handling and storage easy. As to the inner packing, it is also called sales packing. Sales packing can not only protect commodity during transportation, handling and storage, but attract consumers’ eyes and be helpful to the sales.Open-ended.Word Bank crate板条箱板条箱, 柳条箱柳条箱cement水泥水泥plastic drum塑料桶塑料桶acetic acid乙酸乙酸, 醋酸醋酸nail钉子钉子bale大包大包, 大捆大捆  bulky大的，容量大的大的，容量大的fragile易碎的，脆的易碎的，脆的Task 2 KEYSDirections: Listen to the passage and complete the following table.Directions: Listen to the passage and complete the following table. Packing MaterialsType of ProductsExamplesCrateslarge and heavy objectsmachinesBagspowdercementplastic drums or containersliquidacetic acidwooden casesSmall and heavy itemsnailsBalesbulky materialscotton………Task 3 KEYSDirections: The following pictures are some shipping marks Directions: The following pictures are some shipping marks on on commodity packages, please read the 7 phrases and match them commodity packages, please read the 7 phrases and match them with with the right pictures. the right pictures. Then Then discuss with your partner, discuss with your partner, on on what commodity package can you see the following shipping marks.what commodity package can you see the following shipping marks.Part II Methods of PackingWord Bankcardboard纸板纸板carton硬纸盒硬纸盒,blouse宽松的上衣宽松的上衣,ply一层，层板一层，层板Task 1 KEYSDirections: Listen to the statements and tick√ the goods that are packed.Directions: Listen to the statements and tick√ the goods that are packed.√  men’s shirt    √  TV set      √  blouses     □ bottles     √  beer□ tins            □ wood       √  drinks       □ paper      √ cosmetics Task 2 KEYSDirections: Listen again and complete each method of packing.Directions: Listen again and complete each method of packing.1 Pack each piece in a plastic bag, half dozen to a box and 10 dozens to a wooden case2 Pack one TV set to a cardboard box, 4 sets to a wooden case 3 put 10dozen in a carton, gross weight about 25 kilos4 please pack six bottles in one carton, and four cartons in one box5Each wooden case is lined with plastic sheets from inside6 many kinds of drinks are packed in paper tins7 the goods must be packed in five-ply strong paper bags as stipulated in the contract8 can you wrap them individually and pack ten sets per crateTask 3 KEYSDirections: Work with your partner, list all the sentence Directions: Work with your partner, list all the sentence structuresstructures describing the methods of packing in listeningdescribing the methods of packing in listening, , and practice with them.and practice with them.1. Please pack…in a plastic bag, …to a box and … to a wooden case.2. When packing…, please put …in a carton.3. Each wooden case is lined with plastic sheets from inside.4. …are packed in paper tins.5. The goods must be packed in…as stipulated in the contract.6. Wrap…individually and pack ten sets per crate.Part III Changing the Method of PackingMr. Smith is worried about the package for his products and trying to persuade Mr. Wang to pack the goods in wooden cases instead of cartons.Background InformationPart III Changing the Method of PackingWord Bank minimize将将…减到最少减到最少 corrugated paper dividers波状波状纸隔纸隔reinforce加强加强, 增援增援, 补充补充, 增加增加...的数量的数量transship转载他船或列车转载他船或列车tissue paper细软纸细软纸shock-proof防震的，耐震的防震的，耐震的decorative装饰性的装饰性的damp-proof防湿的防湿的Task 1 KEYSDirections: Listen to the conversation and decide whether the Directions: Listen to the conversation and decide whether the followingfollowing statements are true or false.statements are true or false.( T ) 1. They are talking about the packing of fragile goods this time.( T ) 2. When receiving the goods last time they found a few items were damaged.( F ) 3. The supplier promises that they can change the packing and it’s free of charge. ( F ) 4. The goods will be shipped to the destination ports directly.( F ) 5. The packing is only shock-proof, but not damp-proof. Task 2 KEYSDirections: Listen again and choose the best answer from A, B, C and D.Directions: Listen again and choose the best answer from A, B, C and D.1. Which product is possibly talking about? (A )£porcelain   £tea  £carpet   D. blouseTask 2 KEYSDirections: Listen again and choose the best answer from A, B, C and D.Directions: Listen again and choose the best answer from A, B, C and D.2. They would like to use           to pack their products. ( C )A.cartons     B. bags     C. wooden cases     D. cardboard boxesTask 2 KEYSDirections: Listen again and choose the best answer from A, B, C and D.Directions: Listen again and choose the best answer from A, B, C and D.3. They agree to use           to pack their products at last. ( D )A.cardboard boxes cartons  B. bags   C. wooden cases   D. cardboard cartonsTask 2 KEYSDirections: Listen again and choose the best answer from A, B, C and D.Directions: Listen again and choose the best answer from A, B, C and D.4. Which warning is not mentioned in the conversation? ( B )Task 3 KEYSDirections: Work with your partner, complete the description of Directions: Work with your partner, complete the description of the the method of packing and practice with them.method of packing and practice with them.   But we’ve improved out packing in order to minimize the extent of any possible damage to the goods; although we still use cartons we especially reinforce the outer packing and wrap each jar in tissue paper before placing it in its individual decorative cardboard box. We pack the boxes in strong  cardboard  cartons,  twelve  to  a  carton,  separated from each other by paper dividers.Part IV Packing in International TradeWord Bank penetration渗透渗透superior较高的，上好的较高的，上好的obligation义务，职责义务，职责United Nations Convention on Contracts for the International Sale of Goods联合国国际货物销联合国国际货物销售合同公约售合同公约Task 1Direction: Listen to the passage and answer the following questions.Direction: Listen to the passage and answer the following questions.A.Try to describe the importance of packing in foreign trade.2. Should the exporter consider it as his obligation to provide suitable packaging if there are no special direction in the contract of sale concerning packing?Task 1 KEYSDirection: Listen to the passage and answer the following questions.Direction: Listen to the passage and answer the following questions.1.  Packing  is  of  particular  importance  in  foreign  trade because goods have to travel long distances before reaching their  destination---often  across  oceans  or  continents. Accidents, rough weather, unloading and reloading on the way, everything has to be taken into consideration.Task 1 KEYSDirection: Listen to the passage and answer the following questions.Direction: Listen to the passage and answer the following questions.2. Yes.  According  to  the  “United  Nations  Convention  on Contracts for the International Sale of Goods”, the seller should deliver goods which are contained or packaged in the manner stated in the contract. The packages should be fit for any particular purpose expressly or impliedly made known  to  the  seller  at  the  time  of  the  conclusion  of  the contract.Task 2 KEYSDirections: Listen again and fill in the blanks with missing words.Directions: Listen again and fill in the blanks with missing words.Nowadays, packing has been increasingly recognized as major  competitive  force  in  the  market  penetration.  Any kind  of  fast-selling  merchandise  is  not  only  superior  in quality  but  also  attractive  in  appearance.  Packing  is  of particular importance in foreign trade because goods have to travel long distances before reaching their destination---often  across  oceans  or  continents.  Accidents,  rough weather, unloading and reloading on the way, everything has to be taken into consideration.Task 2 KEYSDirections: Listen again and fill in the blanks with missing words.Directions: Listen again and fill in the blanks with missing words.If there are no special directions in the contract of sale concerning packing, the exporter should consider it as his obligation to provide suitable packaging. According to the “United  Nations  Convention  on  Contracts  for  the International  Sale  of  Goods”,  the  seller  should  deliver goods  which  are  contained  or  packaged  in  the  manner stated in the contract. The packages should be fit for any particular purpose expressly or impliedly made known to the seller at the time of the conclusion of the contract.Task 3 KEYSDirections: Work with your partner, what attention should be Directions: Work with your partner, what attention should be paid paid to the packing of international consignments?to the packing of international consignments?1.  Packing  should  be  appropriate  for  the  commodity.  In other words packing should be designed according to the need of the cargo. Bulk cargoes require little packing, and packages for glassware should be shock-proof.2. Packing should meet the requirements of different means of transportation. Task 3 KEYSDirections: Work with your partner, what attention should be Directions: Work with your partner, what attention should be paid to the packing of international consignments?paid to the packing of international consignments?3. Laws and regulations of the related countries and the requirements  of  customers  should  be  considered  for  the packing.4. Packing must also meet insurance acceptance conditions. Part IPart IIPart IIIPart IVA.Warm-Up Methods of Packing  Changing the Method of Packing  Packing in International TradeSummaryLOGOLOGOUnit 13Unit 13InsuranceInsuranceAimsTo  understand the importance of insurance in international tradeTo understand the basic types of insuranceTo understand and use the proper language for insurance negotiationAims ContentsPart I. Warm-Up Part II Prepare for the Negotiation on InsurancePart III Getting to Know Insurance ClausesPart IV Negotiating the Insurance IssueContents In international trade, the transportation of goods from the seller to the buyer is generally over a long distance by air, land or sea and has to go through the procedures of loading, unloading and storing. During this process it is quite possible that the goods will encounter various kinds of perils and sometimes suffer losses. In order to protect the goods against possible loss in case of such perils, the buyer or seller before transportation of the goods usually applies to an insurance company for insurance covering the goods in transit.SituationPart I. Warm-Up £Why is insurance so important in international trade?£What are the basic types of insurance in international trade?£Which party should cover insurance, exporter or importer?Task 1: Directions: Work with your partner and discuss the following questions:Reference:1The transportation of goods from the seller to the buyer may undergo long-distance transportation. During this process it is quite possible that the goods will encounter various kinds of perils and may sustain loss or damage. In order to have themselves compensated for any conceivable losses of their goods, the buyer or the seller usually applies to an insurance company for insurance covering the goods in transit before the transportation of the goods. It is now an indispensable part to the import and export practice. Reference:23Risks in cargo transport are of many kinds, Free Particular Average (F. P. A.), with Particular Average (W. P. A.) and All Risks (A. R.) are three main types of marine cargo insurance cover used today. Besides these, there are Additional Extra Risks such as Theft, Pilferage &. Non-Delivery Risks (T. P. N D.), Shortage Risk, Leakage Risk, etc.Usually, price terms decide which party will cover insurance. For example, if the business is concluded on the basis of FOB or CFR, then it will stipulate clearly that insurance is to be covered by the buyer in the contract, while if it’s concluded on the basis of CIF, then it’s the seller to cover insurance.Word Bankperil 危险危险compensate 偿还，补偿，付报酬偿还，补偿，付报酬conceivable 可能的，想得到的，可能的，想得到的，可想象的可想象的indispensable 不可缺少的，绝对必不可缺少的，绝对必要的要的cargo船货，（车、船、飞机等船货，（车、船、飞机等运输的）货物运输的）货物marine海的，海产的，航海的，船海的，海产的，航海的，船舶的，海运的舶的，海运的 Free Particular Average (F. P. A.)平安险平安险With Particular Average (W. P. A.) 水渍险水渍险All Risks (A. R.)一切险一切险Theft,  Pilferage  &.  Non-Delivery Risks (T. P. N D.) 偷窃、提货不着险偷窃、提货不着险Shortage Risk 短量险短量险Leakage Risk 渗漏险渗漏险FOB (Free on Board) 船上交货船上交货价格，离岸价格价格，离岸价格CFR (Cost and Freight) 成本加运费，成本加运费，指定目的港指定目的港CIF (Cost, Insurance and Freight)成本加保险费加运费成本加保险费加运费Task 2 KEYSDirections: Listen to the passage and decide whether the Directions: Listen to the passage and decide whether the following following statements are true or statements are true or false.false.( F ) 1. If any loss or damage occurs in the cargo transportation, the buyers can have themselves compensated from the sellers.( T ) 2. Insurance is now a necessary part to the import and export practice.(  F  )  3.  Theft,  Pilferage  &.  Non-Delivery  Risks  (T.  P.  N  D.), Shortage Risk, Leakage Risk are three main types of marine cargo insurance cover used today.(  T  )  4.  Usually,  price  terms  decide  which  party  will  cover insurance.( F ) 5. If the business is concluded on the basis of FOB or CIF, then it will stipulate clearly that insurance is to be covered by the buyer in the contract.Task 3 KEYSDirections: Read the following terms and match the left Directions: Read the following terms and match the left columncolumn with the right one and try to memorize these terms with the right one and try to memorize these terms Free Particular Average (F. P. A.)                                           平安险平安险with Particular Average (W. P. A.)                                          水渍险水渍险All Risks (A. R.)                                                                        一切险一切险Theft, Pilferage &. Non-Delivery Risks (T. P. N D.)       提货不着险提货不着险Shortage Risk                                                                             短量险短量险Leakage Risk                                                                             渗漏险渗漏险FOB (Free on Board)                                 船上交货价格船上交货价格, 离岸价格离岸价格CFR (Cost and Freight)                          成本加运费，指定目的港成本加运费，指定目的港CIF (Cost, Insurance and Freight)                 成本加保险费加运费成本加保险费加运费Part II Prepare for the Negotiation on InsuranceWord Bankadopt 采用采用insurance coverage 保险范围保险范围Task 1Direction: Talk with your partner about what tactics you Direction: Talk with your partner about what tactics you should should prepare before the negotiation on insurance.prepare before the negotiation on insurance.Reference:1.Adopting suitable price term.2.Choosing an economical and effective insurance coverage.3.Adding additional risks if necessary.4.Deal with claim adequately if there is any.While doing insurance negotiation, the following points should be taken into consideration:Task 2 KEYSDirections: Listen to the passage and list the points that should be Directions: Listen to the passage and list the points that should be taken taken into consideration while doing insurance negotiation.into consideration while doing insurance negotiation.1Adopting suitable price term.2Choosing  an  economical  and  effective  insurance coverage.3Adding additional risks if necessary.Task 3 KEYSDirections: Listen again and fill in the blanks with missing words.Directions: Listen again and fill in the blanks with missing words.While choosing an appropriate insurance coverage, negotiators should A.try to figure out the possible risks that the goods might run into during the transportation way.B.think about the nature and packing of the goods before choosing the insurance coverage.C.take some specific conditions into consideration such as political situation.Moreover, they can also add suitable (4) additional risks or ask for (5) a change of the risk according to the specific conditions of goods if it is the other party to cover the goods and the insurance offered fail to protect the goods.Word Bank premium 额外费用，奖金，额外费用，奖金，奖赏，保险费，（货币兑奖赏，保险费，（货币兑现的）贴水现的）贴水extraneous risks 附加险附加险calculate 计算，考虑，计计算，考虑，计划，打算划，打算borne 是是bear的过去分词，负担，的过去分词，负担，负责负责 Part III  Getting to Know Insurance ClausesTask 1 KEYSDirections: Listen to the conversation and decide whether the followingDirections: Listen to the conversation and decide whether the following statements are true or false. statements are true or false.( F ) 1. Mr. Wood fully understands the insurance coverage that PICC provides.( T ) 2. PICC can provide a broad range of coverage against all kinds of risks of ocean transport.( F ) 3. Premium rates vary only with different risks.( F ) 4. Their business is concluded on a CIF basis, Mr. Yang will insure the goods against WPA and other extraneous risks.( F ) 5. Usually the insurance is covered for 130% of the invoice value, and the premium should be borne by the buyer.Task 2 KEYSDirections: Listen again and fill in the blanks with the missing words. Directions: Listen again and fill in the blanks with the missing words. Pay Pay attention to the usage of these words or phrases.attention to the usage of these words or phrases.1. PICC can provide a broad range of coverage against all kinds of risks of sea transport, such as: Free from Particular Average, with Particular Average, All Risks and extraneous Risks.Task 2 KEYSDirections: Listen again and fill in the blanks with the missing words. Directions: Listen again and fill in the blanks with the missing words. Pay attention to the usage of these words or phrases.Pay attention to the usage of these words or phrases.2. We conclude the business on a CIF basis, what coverage will you take out on the goods?Task 2 KEYSDirections: Listen again and fill in the blanks with the missing words. Directions: Listen again and fill in the blanks with the missing words. Pay attention to the usage of these words or phrases.Pay attention to the usage of these words or phrases.3. As our usual practice, we only insure the goods against WPA.Task 2 KEYSDirections: Listen again and fill in the blanks with the missing words. Directions: Listen again and fill in the blanks with the missing words. Pay attention to the usage of these words or phrases.Pay attention to the usage of these words or phrases.4. Usually we cover the insurance for 110% of the invoice value.Task 2 KEYSDirections: Listen again and fill in the blanks with the missing words. Directions: Listen again and fill in the blanks with the missing words. Pay attention to the usage of these words or phrases.Pay attention to the usage of these words or phrases.5. Please note that the extra premium for the difference between  130%  and  110%  should be borne by the buyer.Task 3Direction: Work with your partner. Suppose one of you are Direction: Work with your partner. Suppose one of you are a a foreign importer foreign importer and and wants to know the insurance wants to know the insurance coveragecoverage provided by PICCprovided by PICC, , explain the risks that PICC can cover in details, explain the risks that PICC can cover in details, and and then switch the rolesthen switch the rolesTask 3 ReferenceOpen-ended.Part IV Negotiating the Insurance IssueWord Bank emerge from 自自……出现出现strand 搁浅搁浅ground 使搁浅，使触礁使搁浅，使触礁duration 持续时间，为期持续时间，为期policy 保险单，保险契约保险单，保险契约attribute to 归因于归因于calamity 灾难，不幸事件灾难，不幸事件comprehensive 全面的，广泛的全面的，广泛的general average 共同海损共同海损particular average 单独海损单独海损partial 部分的，局部的部分的，局部的incidental 附带的，伴随的，非主要的，偶附带的，伴随的，非主要的，偶然的，容易发生的然的，容易发生的Task 1 KEYSDirections: Listen to the passage and decide whether the Directions: Listen to the passage and decide whether the following statements are true or false.following statements are true or false.(  ) 1.FPA covers more risks than WPA, for example, risks like vessel being stranded, grounded or sunk.(  ) 2.WPA provides extensive cover against all loss or damage due to marine perils throughout the duration of the policy.(  ) 3.All Risks means WPA plus additional risks, or extraneous risks, risks not incidental to transport by sea.(  ) 4.Mr.  Parker’s order will be covered against All Risks for 100% of CIF invoice value, as per the PICC.(  ) 5.Mr. Lee will have Mr. Parker’s  insurance terms changed from  WPA  to  All  Risks,  and  no  additional  premium  will  arise, because their CIF quotation includes this risk.Task 2 KEYSDirections: Listen again and choose the best answer Directions: Listen again and choose the best answer fromfrom A, B, C and D.A, B, C and D.1. FPA can not provide coverage like: ( D )A. vessel being stranded           B. vessel being grounded.C. vessel being sunk              D. vessel being stolenTask 2 KEYSDirections: Listen again and choose the best answer fromDirections: Listen again and choose the best answer from A, B, C and D. A, B, C and D.2. WPA provides extensive cover against all loss or damage due to marine perils throughout the duration of the policy, including partial loss or damage that may be attributed to natural calamities like ( C )A. war           B. hook risk.C. storm          D. vessel being stolenTask 2 KEYSDirections: Listen again and choose the best answer fromDirections: Listen again and choose the best answer from A, B, C and D. A, B, C and D.3. Under All Risks, the insurer is responsible for all total or partial loss of, or damage to the goods insured arising from ( D )A. import duty           B. failure to delivery.C. rain damage           D. War or strikeDirections: Work with your partner, talk about the difference among All Risks, WPA and FPA, and fill in the following table. Task 3Task 3 KEYSMarine Cargo InsuranceCoverageFPAFPA only provides coverage for total losses and general average emerging from the actual marine perils like vessel being stranded, grounded or sunk.WPAWPA has a broader coverage. It provides extensive cover against all loss or damage due to marine perils throughout the duration of the policy, including partial loss or damage that may be attributed to natural calamities like heavy weather.All RisksAll Risks is the most comprehensive coverage, under which the insurer is responsible for all total or partial loss of, or damage to the goods insured either arising from sea perils or general external causes. In other words, it means WPA plus additional risks, or extraneous risks, risks not incidental to transport by sea.Part IPart IIPart IIIPart IVA.Warm-Up Prepare for the Negotiation   on Insurance Getting to Know Insurance  Clauses Negotiating the Insurance IssueSummaryLOGOLOGOUnit 14Unit 14Signing the Signing the ContractContractAimsTo understand the importance of a careful final check before signing the contractTo know how to check the draft and make necessary amendmentsTo learn by heart the words, phrases and useful expressions used in the celebration of a dealAims ContentsPart I. Warm-Up Part II Making a Final Check before Signing a ContractPart III Signing a ContractPart IV Celebration of the DealContents After so many days of negotiation on the terms of payment, packing, delivery and shipment etc., Mr. Wood and Mr. Yang are about to talk about the concrete contract terms of their transaction before they sign the final contract.SituationPart I. Warm-Up £A. They will sign the contract.             B. The woman still needs a few minutes to check it. C. The woman will draft another contract.  D. The man will draft another contract. Key: ATask 1. Directions: Listen to the dialogues once only and choose the correct answer to each question you heard.Part I. Warm-Up 2.•Clause 17    •B. Clause 7    •C. Clause 6     •D. Clause 5 Key: BTask 1. Directions: Listen to the dialogues once only and choose the correct answer to each question you heard.Part I. Warm-Up 3.•They will settle it privately.                •B. They will submit the case for arbitration.C. They have not reached an agreement on this.   D. They won’t be any dispute. Key: BTask 1. Directions: Listen to the dialogues once only and choose the correct answer to each question you heard.Part I. Warm-Up 4.£Only once £B. Twice £C. Three times £D. We don’t know. Key: ATask 1. Directions: Listen to the dialogues once only and choose the correct answer to each question you heard.Part I. Warm-Up 5.A.They are discussing about the price.    B.B. They are discussing about the contract. C. They are complaining about the price.  D. They are complaining about the packing and shipping marks. Key: B Task 1. Directions: Listen to the dialogues once only and choose the correct answer to each question you heard.Part I. Warm-Up 6.  A. They will talk about some of the small problems in the contract.B. They will continue to talk about other questions.C. They will call it a deal now. D. They have agreed on every term. Key: ATask 1. Directions: Listen to the dialogues once only and choose the correct answer to each question you heard.Task 2 KEYSListen to a passage and fill in the missing words.Listen to a passage and fill in the missing words.In the international trade, after a series of negotiations, the buyer and  the  seller usually conclude  a  transaction by  signing the  Sales Contract,  the  Purchase  Contract  and  the  Sales  Confirmation  or Purchase Confirmation which are used to standardize the rights and obligations between the two parties concerned and provide the legal basis for the two parties in the case of dispute. Both the import and export contracts consist of three parts: Head, Body and Tail. Under normal  circumstances,  these  transaction  conditions  include  Price, Quantity,  Quality,  Delivery, Payment, Packing, Claim and Arbitration etc. Task 3 KEYSDirections: Suppose you were engaged in a business negotiation. Directions: Suppose you were engaged in a business negotiation. Just before a sales contract is signed, some disputes Just before a sales contract is signed, some disputes occur in its wording concerning the clauses on shipment and delivery. occur in its wording concerning the clauses on shipment and delivery. Discuss it with your partner by role playing. Discuss it with your partner by role playing. Reference:Reference:The answer is open-ended. The answer is open-ended. Part II Making a Final Check before Signing a ContractWord Banktalk over 商议，讨论商议，讨论 clause 条款条款get down to 着手做着手做……go over/look through 审审查查，，查查阅阅dispute 争议争议clarify 澄清，弄清澄清，弄清stipulate 规定，约定规定，约定wording 用词，措词用词，措词Task 1 KEYSDirections: Listen to a passage and fill in the blanks.Directions: Listen to a passage and fill in the blanks.The commonly used forms are: contract, (1) confirmation , agreement, order, indent, (2) memorandum, etc.       Usually a contract covers: (3) name and address of the seller and buyer, (4) the willingness and guarantee of both sides to carry out the contract, description of the goods, quantity, packing, price, (5) terms of payment , (6)                              shipment, port of shipment and destination and as well as (7) general terms  and  conditions  concerning  insurance,  (8)  commodity  inspection, claim, (9) arbitration , and force majeure, remarks and (10) signature  . Task 2 KEYSDirections: Now that Mr. Wood and Mr. Yang have agreed uponDirections: Now that Mr. Wood and Mr. Yang have agreed upon every term in the transaction, they are about to sign the contract every term in the transaction, they are about to sign the contract which Mr. Yang has had his secretary drafted. But before that, it is ofwhich Mr. Yang has had his secretary drafted. But before that, it is of great importance to make a final check. Listen to the conversation great importance to make a final check. Listen to the conversation and decide whether the following statements are true or false.and decide whether the following statements are true or false.(F) 1. The draft of the contract was made by the secretary of Mr. Wood’s company yesterday night. (F) 2. There isn’t any dispute in the wording of the contract. (F) 3. Mr.  Wood would like Mr.  Yang to specify the validity of the L/C.(T)  4.  Mr.  Wood  insists  that  the  L/C  should  be  opened  30  days before delivery. (T) 5. In fact, the L/C should be opened 20 days before delivery.Task 3Directions: Listen to the conversation again and discuss the following Directions: Listen to the conversation again and discuss the following questions with your partner.questions with your partner.1.Do you think it is of great importance to make a final check before the two parties sign the contract? Why or why not? 2.Which  terms  should  the  two  parties  of  the  contract  pay special attention to?3.If there is any dispute in the wording of the contract, what should they do immediately? And why? Task 3 ReferenceA.Yes, I think it is very important for the two parties to make  a  final  check  before  they  sign  the  contract because  there  may  be  some  disagreement  in  the wording of the contract. Task 3 Reference2. They should pay special attention to the date, numbers, terms  of  payment,  the  compensation  clause  and  the arbitration clause etc. because they are easy to go wrong when people make the draft carelessly. Task 3 Reference3. They should clarify the dispute and change the wording at once in case they will pay for the cost of arbitration in the future. Part III Signing a Contractoriginal 原件原件signature 签名，签字签名，签字final draft 最终草案最终草案smoothly 顺利地顺利地in case 以防，万一以防，万一be entitled to do sth. 有权做有权做某事某事argue over 就就……争吵争吵integrity 诚信诚信minor 次要的次要的permanent 永久的永久的New WordsTask 1 KEYSDirections: Since the dispute has been solved and every Directions: Since the dispute has been solved and every single thing is clear now, Mr. Wood and Mr. Yang are going single thing is clear now, Mr. Wood and Mr. Yang are going to sign the contract after looking through the final draft. to sign the contract after looking through the final draft. Listen to the conversation and fill in the missing words in the table.Listen to the conversation and fill in the missing words in the table.Mr. WoodMr. YangNow  that  we’ve  settled  the  dispute yesterday,  I  think  it  is  time  to  sign  the contract. We  have  prepared  two  originals. Both  are  equally  valid.  Here  is  one copy for you.We’d better take a close look at the final draft in case we may spend unnecessary time arguing over the minor details.  It’s better to be safe than sorry.  Where should I put my signature?   I’m  glad  that  our  negotiation  has come to a successful conclusion.A good beginning is half done. Congratulations  on  the  success  of  our cooperation. I hope everything will go smoothly. Task 2 KEYSDirections: Listen to another dialogue between Mr. Brown and Mr. Directions: Listen to another dialogue between Mr. Brown and Mr. Clinton and fill in the missing words in the sentences.Clinton and fill in the missing words in the sentences.1. If one side fails to observe the contract, the other side is entitled to cancel it, and the loss for this reason should be charged by the side breaking the contract? 2. Usually we only accept payment within one month, but for the sake of our friendship, we’ll fix it at two months. 3. No wonder everyone speak highly of your commercial integrity.4.  It  our  permanent  principle  that  contracts  are  honored  and commercial integrity is maintained at the same time.Task 3 KEYSDirection: Make a dialogue with your partner based on the Direction: Make a dialogue with your partner based on the following situation. following situation.    Suppose  your  name  is  Maria  and  you  are  showing your  draft  of  contract  to  your  counterpart  John.  Today you  are  going  to  talk  about  signing  the  contract  after several rounds of negotiation. However, he finds out some discrepancies in the draft…Part IV Celebration of the Dealcelebrate 庆祝庆祝long-term 长期的长期的to treat (sb.) 款待（某人）款待（某人） considerate 考虑周全的考虑周全的Hilton Hotel 希尔顿饭店希尔顿饭店 appreciate 欣赏；感激欣赏；感激brandy 白兰地白兰地propose  a  toast  to  提提议议为为……干杯干杯New WordsTask 1 KEYSDirection: After signing the contract, Mr. Yang decides to Direction: After signing the contract, Mr. Yang decides to invite Mr. Wood to a dinner at Hilton Hotel. Let’s see what is going invite Mr. Wood to a dinner at Hilton Hotel. Let’s see what is going to happen during the dinner. Listen to the conversation and to happen during the dinner. Listen to the conversation and fill in the missing words in the table.fill in the missing words in the table.Mr. YangMr. WoodTo  celebrate our  first deal, we’d like  to  treat  you  to  a  dinner  at Hilton Hotel.Brandy, please.First of all, on behalf of my boss, Mr.  Smith, I  wish  to  extend  our warm welcome to you.Your  considerate  cooperation  in the negotiations is highly appreciated. Next, I’d like to propose a toast to our friendship! Here  is  to  the  health  of  all  our friends present tonight!To  our  health!  Enjoy  the  dishes and make yourself at home. Thank you again for inviting.   Task 2 KEYSDirections: Mr. Wood and Mr. Yang both have achieved aDirections: Mr. Wood and Mr. Yang both have achieved a lot in their initial cooperation. Before Mr. Wood’s departure lot in their initial cooperation. Before Mr. Wood’s departure tomorrow morning, Mr. Yang holds a Chinese homely dinner tomorrow morning, Mr. Yang holds a Chinese homely dinner for him. Listen to the conversation and fill in the blanks.for him. Listen to the conversation and fill in the blanks.A.When in Rome, do as the Romans do.B.I’ve been looking forward to a real Sichuan dish for a long time.C.Ms. Yang, thank you again for your hospitality.D.I think when we’ve tried out a period of cooperation, we’ll know each other much better.Task 3Direction: According to the dialogue you have heard in Task 1, suppose you have invited your counterpart to a business party after the conclusion of a transaction and make your own dialogue with your partner now.Part IPart IIPart IIIPart IVA.Warm-Up Making a Final Check before Signing a ContractSigning a Contract  Celebration of the DealSummaryLOGOLOGOUnit 15Unit 15 Complaints &  Complaints & ClaimsClaimsAimsTo listen and understand different causes for complaints and claims;To practice listening for specific information about complaints and claimsTo practice listening for general ideasAims ContentsPart I. Warm-Up Part II Causes for Complaints & ClaimsPart III ClaimsPart IV Handling Complaints & ClaimsContents Complaints & claims are normal in business. They may be made by a customer or company against another. The purpose of lodging a complaint or claim is to get better service or reasonable compensation instead of accusing the others. Thus, polite and restrained language is needed in the process. Today, we are going to deal with complaints & claims.SituationPart I. Warm-Up What are involved in the case of complains & claims? Put some of the key words in the following blanks:Task 1: Directions: Work in pairs and discuss the question: Reference:12•Causes for complains & claims•Whom to lodge a complaint against•What to claim for•How to deal with complains & claimsTask 2: KEYS ( F ) 1. The conversation happened in a company.( T ) 2. The caller was dissatisfied with what she bought.( F ) 3. The man agreed to the woman’s demand.( T ) 4. Any refund is not allowed on sale items.Directions: Listen to a conversation and tell true (T) or false (F) to the following statements.Task 3 KEYSDirections: Listen to the conversation again and complete the following chart with one or two words for each blank. CallerMrs. Smith is a customer. Person receiving the callerAn assistant in the store.Commodity involvedA  washing machineCause for the complaintIt is too noisy when it works.ClaimMrs. Smith asks for a refund.ResolutionConsult with the manager.Part II Causes for Complaints & ClaimsWord Bankdiscrepancy  n. 缺乏缺乏, 不足不足consignment  n.寄送的货品寄送的货品inferior  a.劣等的，次的劣等的，次的scratched  有擦痕的有擦痕的; 被擦伤的被擦伤的leak  v./n.泄露泄露blots  n.污点，污渍污点，污渍lodge  v. 提出提出Task 1 KEYSDirections: Work in pairs and discuss the question: What are the common causes for complaints & claims? Put at least four in the following blanks:1. poor quality of goods       2. improper packing 3. short weight              4.discrepancy between consignment and samples  5. delayed shipment          6. wrong shipment Task 2 KEYSDirections: Listen to the following five statements and tell the cause for each complaint. Choose your answer from A~E and put the letter in the corresponding blank.Complaint 1. ____E__________  Complaint 2. ____A____________   Complaint 3._____C____________  Complaint 4._____B____________ Complaint 5._____A____________£poor quality of goods £improper packing £short weight £discrepancy between consignment and samples £delayed or wrong shipment Task 3 KEYSDirections: Listen to the statements again and fill in the missing words:1. The furniture we ordered from you should have reached us a week ago. Needless to say, the delay has put us to great inconvenience.Task 3 KEYS2. Compared with the samples we sent you previously, it is found that the quality of the rice delivered to us is inferior to the samples.Task 3 KEYS3. When taking the delivery, 145 cartons of mushroom have been found missing. We were told by the shipping company that only 1355 cartons had been shipped on the steamer.Task 3 KEYS4. It was found upon examination that 10% of the toys are broken and some are badly scratched, obviously due to improper packing. We have to lodge a claim against you.Task 3 KEYS5. I bought one of your expensive "Apollo" fountain pens from Julian's. Unfortunately I have been unable to use the pen because it leaks and fails to write without making blots. Part III Claims--Task 1 KEYSDirections: Work in pairs and discuss about common claims. Put down at least four in the following blanks:1.replacement   pensation  3. discount  4. reduction of price5. refund  6.immediate shipment  7. replenishment …Task 2 KEYSDirections: Listen to the following five statements about claims and fill in the blanks according to what you hear.StatementClaims. OneThe furniture to be dispatched immediatelyTwo Make up a deficiency of 143 cartons of the missing goods.ThreeAn allowance of 20% on the invoice cost.FourMake  an  investigation  at  their  end  and make an early reply.Five Replace all 18 sets as soon as possible.Task 3 KEYSDirections: Listen to the following dialogue and fill in the missing words:   W: The woolen carpets you delivered do not match the sample we provided for you. They’re different in design and color.M: You agreed that we could make a bit change in design if necessary.W: Anyhow, the background color is too dark. Our clients are very critical about quality. M: It’s usually not always possible to have exactly the same shade of color. Well, what do you suggest?Task 3 KEYS W: Our clients want a replacement.M: That’s a little too difficult. After all, our carpets are very similar to the sample. Only the background color is not so identical. W: If you agree to give us an allowance of 5% off the invoice value, we’ll try to talk our clients into accepting the goods.M: It sounds like a reasonable solution.Part IV Handling Complaints & ClaimsWord Bankprocess   v. 对对...处置处置 transit    n.运输，载运运输，载运look into    调查，观察调查，观察 manufacturer   n.制造商，制造厂制造商，制造厂Task 1 KEYSDirections: Work in pairs and discuss the following question:Reference for the teacher:Language used and considerate attitude. In dealing with complaints and claims, what should we pay special attention to? Put your answer in the blankTask 2 KEYSDirections: Listen to the following dialogue and fill in the blanks based on what you hear.From whomHelen SmithTo whomMr. ClintonRelationship between  the  man and the womanbuyer and seller Reason for complaintbad quality ResolutionFirst  investigate  the  cause  of  the damage,  and  then  ask  the  factory party to come next day.Task 3 KEYSDirections: You will hear 5 short conversations. At the end of each conversation, a question will be asked about what was said. Please choose the correct answer according to what you hear.Conversation 1 Question: What’s the discount for the scratched furniture?A.50%   B.30%C.14%    D.4% ( B ) Task 3 KEYSConversation 2Question: Why was the claim not settled?A. The damage is little.B. The buyer didn’t check the goods.C. The buyer should be responsible for the damage.D. The buyer should not be responsible for the damage.( D )Task 3 KEYSConversation 3Question:  When  will  the  Insurance  Company  finish looking into the claim?A.Not sure.   B.Today. C.Tomorrow.   D.The day after tomorrow. ( A)Task 3 KEYSConversation 4Question: What will be done to the air-conditioner?A.Not sure.   B.Today.   C.Tomorrow.   D.The day after tomorrow. ( D)Task 3 KEYSConversation 5Question: What is the conversation about?A.Complaint.  B.Claim.  C.The settlement of the claims.   D.Investigation.( C )Part IPart IIPart IIIPart IV Warm-Up Causes for Complaints & Claims Claims Handling Complaints & ClaimsSummaryLOGO。