商務英語2備課筆記Unit

1、Unit 41. Cognitive Information（認知信息）: Consumer Satisfaction2. Language Focus（內容重點） Key Words: . bargain, trick, extort, silly, innocent, novelty, whereupon, rush, breathtaking, impertinence, plead, outrage, sane, trifle, extravagant, loo, sticky; . persuade, rational, checkout, counter, thought-out,

2、 vulnerable, economy, dependability, convenience, rock（music）, nutritious, package, intelligent Phrases: . to start with, might as well, for the sake of, in ones defense, as though, for ones life time, pile up, fall for, serve sb. right, all the same; . at other times, for pleasure Word Study: accus

3、e, offer, resist, fade, prohibit Useful Structures:I feel certain that . It will sell well.even though . do a good job Grammar: Subjunctive Mood of Verbs （1）3. Communicative Skills（交際技能） Expressions: Expressions of “Complaining” Practical Reading: Advertisements of Bargains4. Lexical Knowledge（詞匯學知識

4、）: Suffixes: able/ible, al, ant/ent, ary/ory, an/ianbargainan effective sales technique to encourage customers to purchasegarage sale 現(xiàn)場舊貨出售chain store 連鎖商店five-and-ten-cent store/dime store 廉價商店grocery store 雜貨店e-business in the Internet 網(wǎng)上交易supermarket 超級市場auction market 拍賣市場sky market 露天市場flea ma

5、rket 跳蚤市場（舊貨和廉價商品市場）night market夜市public produce market 農(nóng)產(chǎn)品零售市場street market 路攤secondhand market 舊貨市場Pairwork: Discuss with your partner the following questions.1.Do you often bargain with shop assistants when you buy things?2.Do you often look around the shops for bargains?3.Where or when are you m

6、ost likely to find a bargain?4.Have you ever bought anything that you didnt need just because you thought it was a bargain?5.What was the best bargain you have found? Describe it to your classmates.1. Definition of consumer satisfactionConsumer satisfaction is a business term used to capture the ide

7、a of measuring how satisfied an enterprises consumers are with the organizations efforts in a marketplace. Every organization has consumers of some kind. The organization provides products （goods and/or services） of some kind to its consumers through the mechanism of a marketplace. The products the

8、organization provides are subject to competition whether by similar products or by substitution products. The reason an organization is interested in the satisfaction of its consumers is because consumers purchase the organizations products. The organization is interested in retaining its existing c

9、onsumers and increasing the number of its consumers. Consumer satisfaction is an ambiguous.and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person. The state of satisfaction depends on a number of both psychological and physical variables. The l

10、evel of satisfaction can also vary depending on other options the consumer may have and other products against which the consumer can compare the organizations products. Because satisfaction is basically a psychological state, it is difficult to measure quantitatively. In other words, there are no u

11、nits of satisfaction that have been defined. The usual measures of consumer satisfaction involve a survey instrument with a set of statements using a scale. The consumer is asked to evaluate each statement and then select from a scale how much the consumer agrees or disagrees with the statement.2. B

12、enefits of consumer satisfactionConsumer satisfaction has a positive influence on the consumer: the perception of the risk that preceded the purchase disappears; the consumers self-concept might improve because the purchase was accomplished successfully; and positive information is frequently sponta

13、neously communicated to other consumers. If a consumer is satisfied with a product, he or she would in future buy that particular product more confidently. Brand loyalty might develop as a result. The benefit of consumer satisfaction to enterprises is that they have managed to provide products to th

14、e market that satisfy the needs of consumers. This could in turn ensure the continued existence and growth of the enterprise, particularly if the consumer is satisfied to such an extent that he or she shares the experience with other consumers. Therefore, a successful purchase is not only beneficial

15、 to the consumers, but also to the other parties involved （the retailer and the producer that could be represented by a brand or a trade name）.3. Factors influencing consumer satisfactionConsumer satisfaction is sometimes defined as a consumers evaluation of the actual performance of a purchase （pro

16、duct or service） in terms of pre-formulated objectives and expectations. Consumer satisfaction comes when a purchase is evaluated in the course of its use and the consumer concludes that it meets or exceeds his or her initial expectations. The interaction between expectation of a product and the eve

17、ntual performance of the product therefore leads to either consumer satisfaction or consumer dissatisfaction. Apart from the fact that individual characteristics of consumers （such as age, level of education, financial status） and personality differences have an influence on the experience of consum

18、er satisfaction and the intensity of the experience subsequent to a purchase, consumer satisfaction as such is complex and difficult to predict. It was speculated that consumer satisfaction is influenced by： the product features, taking due account of previous experience, brand-name perceptions and

19、symbolic elements; the context of the purchase, which includes the influence of salespeople and social references; individual characteristics that entail persuadability and perceptual distortion.4. Signs and symptoms of compulsive shoppingAt its worst, compulsive shopping can threaten marriages, des

20、troy a familys credit rating and jeopardize its financial future. To gauge your shopping habit, go over the following list of signs and symptoms of compulsive shopping. Experiencing four or more of these situations can indicate a problem with shopping and spending. Shopping or spending money as a re

21、sult of being disappointed, angry or scared. Spending habits that cause emotional distress or chaos in ones life. Arguing with others regarding shopping or spending habits. Feeling lost without credit cards. Buying items on credit that would not be bought with cash. Feeling a rush of euphoria and an

22、xiety at the same time when spending money. Feeling that spending or shopping is a reckless or forbidden act. Feeling guilty, ashamed, embarrassed or confused after shopping or spending money. Having many purchases that are never used. Lying to others about what was bought or how much money was spen

23、t. 1. extort v. to obtain (sth.) by force or threats (from sb.) 勒索2. innocent a. simple-minded 頭腦簡單的3. board n. a group of directors elected by the shareholders to run a company 董事會4. decent a. fair 公平的5. novelty n. new and unusual thing 新奇事物6. fade v. to cause to lose color, freshness 褪色7. whereupo

24、n conj. as a result of which 因此8. breathtaking a. very surprising or shocking 令人吃驚的9. impertinence n. not being appropriate 不適當10. pensioner n. a person who is receiving an amount of money paid regularly by a government or a company because of old age 領取養(yǎng)老金者11. accuse v. to charge sb. with doing wro

25、ng, a crime etc. 指控12. pleadv. to answer a charge, saying whether one is guilty or not 認(罪) e.g. plead guilty13. outrage v. to make somebody extremely angry or upset 激怒14. defense n. the act of protecting someone against attack 辯護15. circular a. round 圓的16. saw n. a tool with a row of teeth on the e

26、dge for cutting hard materials 鋸17. seemingly ad. apparently 似乎18. sane a. healthy in mind 心智健全的19. persian a. of Persia ( Now called Iran) 波斯的20. trifle a. a small amount; a little 少量；有點21. extravagant a. wasteful of money 奢侈的22. chop n. a small piece of meat on a bone 排骨23. tremendous a. very grea

27、t in size, amount or degree 巨大的24. loo n. lavatory 盥洗室25. pile v. to make a number of things lying one upon another 堆26. quest n. an attempt to find something 探尋27. stickya. joining with glue or paste 粘性的28. prohibit v. to forbid by law or rule 禁止1. to start withat the beginning; initially 首先；起初2. m

28、ightmay as wellthere is no reason why (one) shouldnt (do sth.) 還是(做)的好3. for the sake offor the good or advantage of 為的緣故4. in ones defense to protect somebody against attack 為辯護5. as thoughas if 似乎6. for ones lifetimefor the time during which one is alive 一生7. pile upto cause to form into a mass or

29、 large quantity 堆積8. serve sb. right to be a good punishment for somebody 活該9. all the same in spite of this 盡管如此10. fall for to be tricked into believing something that is not true 上的當1. Gorge Mikes: a Hungarian writer who lived in Britain. The passage is from his work How to be poor.2. . takes the

30、 following lines: does things in the ways mentioned below3. . the attraction of the novelty soon fades: Soon, people lose their interest in this new cheap product and no longer have the enthusiasm to buy it.4. One might as well buy it a penny cheaper: There is no good reason why one should not buy i

31、t a penny cheaper. e.g. There is nothing worth watching on the television, so we might as well go to bed.5. pengo : the basic monetary unit of Hungary.6. shilling: British monetary unit used till 1971. A shilling is equal to 12 pence, 1 20 pound in the old English monetary system. After the adoption

32、 of the new system in 1971, this unit is no longer used.7. a shilling here . a shilling there: Money got bit by bit will gradually accumulate and become a considerable amount.8. the new English monetary system: a system that has been used since 1971 in which, one pound is equal to 100 pence.9. provided: on con