1、Unit4Illhavetohavemymatchreplaced.Words&expressions:alarmv.警告，报警disappointv.失望guaranteen.担保，保证inconveniencen.不便incorrectlyadv.不适当地错误地qualityn.质量refundn.退还replacev.替换appointv.指定，命定，约定guardv.守卫，保卫convenientadj.方便的，便利的conveniencen.便利，方便correctadj.正确的，合适的quantityn.量，数量，总量re-前缀再次，重新fundn.资金placev.放置1.Dis
2、cuss and list.2.Whenthereissomequalityproblem.3.Whenpeoplegetsthewrongcommodity.4.Whenpeoplearenotsatisfiedwiththeservice.5.Whentheclerkisnotpolite.6.whenthegoodsisdelayed.2.Look and match.1)2)3)4)c ca ab bd d3.Listen and answer.1.Whydoesthecustomerwanttoreturntheshirt?2.Whatdoesthecustomersaytocomp
3、lain?Becausetheshirtisofthewrongsize.Becausetheshirtisofthewrongsize.Idliketohavethisshirtreplaced.Idliketohavethisshirtreplaced.4.Listen and complete.Tim went to the shop to .have his watch replaced.have his watch replaced.5.Listen and tick.Name of the CustomerTimItem watch alarmProblem something w
4、rong with the alarm something wrong with the belt of the watch other:_Time of Purchase this week last week other:_Solution replace refund other:_Customer Signature_TimTimTimTimTim:Mom:Tim:Ivegottogonow.Illhavetogototheshopbeforework.Whatsthematter?Illhavetohavemywatchreplacedbecausethereissomethingw
5、rongwiththealarm.6.Listen and underline.Staff:Tim:Staff:Tim:Staff:Tim:Staff:Tim:Staff:Tim:Staff:Tim:Goodmorning!HowcanIhelpyou,sir?Iboughtthiswatchinyourshopbutitdoesntworkverywell.Whatistheproblem?ThealarmdoesntworkandwhenItookoffthewatchyesterday,Ifounditleftagreenmarkonmywrist.Didyouwearthewatchi
6、ntheshower,sir?No.Itookitoffbeforetakingtheshower.Whendidyoubuythiswatch?Iboughtitoneweekagoanditsstillunderguarantee.Imverydisappointedatitsquality.Imsosorryfortheinconveniencewehavecausedyou.Wouldyoulikearefund?No,Idratherhavethewatchreplacedplease.Noproblem,sir.Wouldyoupleaseshowmeyourreceiptsoth
7、atIcantakedownsomedetails?Wellgetthiswatchexchangedforyouinnotime.Thankyou.Grammar focus原因状语从句原因状语从句原因状语从句用以表示导致主语中的动作或事情发生的原因，通常because,since,as,for引导。回答由why提出的问题时，或说明人所不知的原因时用because，表示直接原因，语气最强。（because引导的原因状语从句多放在主句之后）as和since语气较弱，一般用来表示明显的原因。（由as和since引导的原因状语从居多在句首）e.g.Whyarentgoingthere?Becaus
8、eIdontwantto.Ashehasnocar,hecantgetthereeasily.Sincewehavenomoney,wecantbuyit.for表示所说的理由是一种补充说明,for引导的从句一般不放在句子的开头。e.g.Idecidedtostopandhavelunch,forIwasfeelingquitehungry.目的状语从句目的状语从句目的状语从句用于表达做某事的目的，通常由sothat,inorderthat（为了，以便）引导。e.g.Westartedearlysothatwecouldcatchthefirsttrain.Weusedthecomputeri
9、norderthatwemightsavetime.15.Underline and group.Words or Phrases for PurposeWords or Phrases for ReasonSo that?To tell youbecausesincefor16.Read and combine.1）2）3）4）As it was very hot last night,everybody stayed under the tree.The boy couldnt draw money from the ATM because he forgot the pin.Since
10、he often delays his work,nobody wants to be his partner.They all passed the exam so that they would get the certificate.17.Look and complete.Davidwenttothebookstoretoday_.HeaskedthestafftoexchangetheMP4playerforhim_.Thestuffaskedhimtoshowhisreceipt_.ThensheaskedDavidtowaitforamoment_.Davidwasveryhap
11、pyandgavethankstothestaff_.because he had to change hisMP4 player because the one he bought yesterday didnt work very well so that she could make a record for she had to go to theSecond floor to get him a new onesince the staff gave him a lot of helpAssemblyline生产线，流水线Contract合同Patience耐心Produce生产10
12、Read and choose.Whatistheletterfor?Makingacomplaint.Discussingaprojectwithabusinesspartner.Expressinggratitude.Dealingwithcustomerscomplaint.11.Read and complete.ProblemReasonSolutiondelay of productionincorrectly produced leafletsTheassemblylineofthecompanybrokendown.There was a communication prob
13、lem.They thought Mr Smith wanted black and White leaflets.PayforMrSmithsloss.Take the incorrectleaflets back and producethe full color leafletsimmediately.Reducethe price for Mr Smith by 10%.12.Readand discuss.1.Wewereverydisappointedtoseetheleafletsyouproducedforourcompany.2.Weexpectedtogettheleafl
14、etsonAugust10,butyousentthemtousonAugust16.3.Thecoloroftheleafletsisnotasbeautifulasweagreedinthecontract.4.Weexpectedfullcolorleaflets,butinstead,wefoundblackandwhitephotosintheleaflets.5.Thedelayof6dayshascausedusabigloss.T TT TF FT TT T13.Read and answer.1.Whathadhappenedtothecamerasbythetimethey
15、reachedthecustomers?1.Ifyouwerethemanager,wouldyouagreetogiveadiscounttothecustomers?Whyorwhynot?2.Ifyouwerethemanager,whatwouldyoudotoavoidsuchinconveniencetocustomersinthefuture?The 5 cameras were badly damaged.The 5 cameras were badly damaged.Yes,because the damage brought inconvenience to the Ye
16、s,because the damage brought inconvenience to the customers.customers.We may set up some regulations to avoid We may set up some regulations to avoid similar problems.similar problems.14.Read and complete.BB Bridge Ltd.132 Riverside RoadLondon,EnglandDear Mr Thomas,I am very sorry to learn from your
17、 letter of August 15 that the cameras you ordered on July 13 were damaged during shipping._,I express my apology for the inconvenience we caused you._,_ as you asked.We _,_to avoid future inconvenience to customers.We regret your need to write to us,and we guarantee the safe delivery of your orders
18、in future.Yours,John BarrettFirst of allFirst of allSecondlySecondlywe agree to give you a 10%discountwe agree to give you a 10%discountWhats moreWhats more have set up some regulations have set up some regulations 18.Vocabularypractice1.2.3.4.5.6.T TF FT TF FT TT T19.Discuss and write.e.g.takeashow
19、er洗澡，冲凉leaveamark留下痕迹reducetheprice降价signacontract签合约workoutasolution找到解决方案askforarefund要求退款makeacomplaint投诉，抱怨20.Read and complete.John:Mr Green:John:Mr Green:John:Mr Green:John:Mr Green:John:Mr Green:Hello.This is John speaking.Id like to talk to Mr Green.This is Green speaking.What can I do for y
20、ou?Im afraid I have to say we are _ the products you sent to us yesterday.What is the problem?The products are _.We ordered 100 pink T-shirts this time,but you sent us 150 red ones.Im terribly sorry.I think there must be a _.Well take them back and _ the payment for you.Some customers have cancelled
21、 their order because of the delay of the product.Im sorry for that and according to the contract well _.Thats fine.Id like to know when I can get the T-shirts.You can _ when we send you the T-shirts.disappointed atdisappointed atincorrectly producedincorrectly producedCommunication problemCommunicat
22、ion problemreducereducepay for your losspay for your lossdecide ondecide on21.Look and tell.Last week I bought a mobile phone,but I was disappointed to find that it didnt work very well.I went to the shop and expected to have it repaired since it was still under guarantee.The staff asked me to show
23、her my receipt so that she could take down the details.I gave her the receipt and asked if I could ask for a refund too.She told me I could choose asking for a refund or having the phone repaired.I wondered whether I would have to pay for it if I had it repaired.She told me I neednt pay for anything since the phone was still under guarantee.I was very happy to hear that and I decide on repairing it.Half an hour later,I got my phone again and everything is OK then.
