口語(yǔ)教程4整套課件完整版教學(xué)教程最全電子講義教案

口語(yǔ)教程4（實(shí)踐篇）口語(yǔ)教程4（實(shí)踐篇）01JobDescriptions02OrientationPrograms03ProfessionalCommunication04JobAppraisal05CareerPathCONTENTUnit1CustomerService:Startingwith“HowAreYouDoing?”01JobDescriptions02Orientatio大連理工大學(xué)出版社口語(yǔ)教程4（實(shí)踐篇）總主編戴煒棟主編夏洋閆施宇許娜王洋審校[美]

SeanPatrickMulhem大連理工大學(xué)出版社口語(yǔ)教程4（實(shí)踐篇）總主編戴煒棟01JobDescriptions02OrientationPrograms03ProfessionalCommunication04JobAppraisal05CareerPathCONTENTUnit2MobileMarketing:ACross-BorderDigitalJourney01JobDescriptions02OrientatioLearningObjectivesUnit2Inthisunit,wewillbeableto:?knowaboutthebasicrequirementsandjobresponsibilitiesforamarketingoperationspecialist;?haveanunderstandingofmarketingtools;?graspprofessionaltechniquesandcommunicationtipsbymeansofmarketingcases;?simulatecertainworkplacecommunicationsandhandledifferentsituationsrelatedtomobilemarketing;?learntoassessworkingefficiencyandeffectivenessinmarketingperformance;?thinkaboutmarketingdevelopmentanditsrelevantstrategies.LearningObjectivesUnit2InthIntroductionUnit2

“ThegreatinfluenceofSteveJobshasbeenareturnwhichhastransformedourhabitusbychangingourworkingspace,publicspaceandintimatespace,andareturnwhichmeanstheemergenceofnewdigitalwalkingculture.”Crossbordermobilecommercetransactionscontinuetosoar,drivenlargelybytheever-increasingadoptionanduseofsmartphonesandtablets.Theuseofthistechnologygivesconsumerstheflexibilitytostopwheneverandwherevertheywant.Sotoday,marketingistrulyEVERYWHERE,inboththevirtualandrealworlds!IntroductionUnit2“Thegreat①Recalloneofyourexperiencesinmobileshopping,includingthecommunicationbetweenyouandtheseller,thedelivery,yourlevelofsatisfaction,etc..______________________________________________________②Whatappshaveyouhadonyoursmartphone?Whatdoyouthinkoftheirmeritsanddrawbacksrespectively?_________________________________________________________①Recalloneofyourexperienc____①cross-bordera.ideasdesignedtoincreasethesalesofaproductorservice____②upload

b.theexecutionoftrades____③hyperstoresc.supermarkets____④promotionalmechanism

d.transferafileorprogramtoacentralcomputer____⑤stocke.quicklearningandhands-oncapability____⑥ductsorunits____⑦quickhandsg.fillwithasupplyofsomething____⑧periodically

h.makearecordof____⑨keeptrackofi.atfairlyregularintervals____⑩itemsj.betweenoramongnations____①cross-border口語(yǔ)教程4整套課件完整版教學(xué)教程最全電子講義教案KeyResponsibilities：?Beresponsibleformanaginganassortmentofcross-borderproducts,andpreparationforlaunchingtheseproductsonline(PC,APPandWeChatstore).?Checktheartworkuploadedandupdatetheartworkoftheproductsthathavechangedpackages.?Preparelistsofhyperstores’promotionalitemsforsynchronouspromotiononline.?Providethemarketingteamwithselectedpromotionalproductsforfrontpage,PC,APP,andWeChatstorepushesperiodically.?Workwiththemarketingteamtosetupplansforexclusivepromotionsonline,selectitemsandfinalizethepromotionalmechanism.?Keeptrackofthestock,priceandsalesresultofpromotionitems.?Othertasksifnecessary.Cross-BorderOperationCommissionerKeyResponsibilities：Cross-BorRequirements:?Fastlearnerandquickhands,capableofworkingunderpressure,goodteamworkspirit；?GoodcommunicationinbothEnglishandChinese;?Frenchbaseispreferred;?Experienceincross-borderexperienceispreferred;Requirements:Prepareanoralself-introductionwithinnomorethan3minutesbasedontheresponsibilitiesandqualificationsinthead.Theoutlinebelowmaybeofsomehelp.?Name,majoranduniversity...?WhatIthinkofthejobresponsibilities?WhyIqualifyforthejob...①IndividualWork★ChainedClassActivitiesPrepareanoralself-introductWorkinpairs.Simulateaninterviewbetweenanemployerandaninterviewee.Besidesthepreparedintroduction,somequestionscouldbeanimportantpartofasmoothinterview.Examples:?Haveyoueverhadcross-borderbuyingexperience??Whatdoyouthinkisoneofthecriticalresponsibilitiesforthisjob??Whatpromotioncampaignshaveyouencounteredbefore??Whatadvantagesanddisadvantagesdoesmobilemarketinghave?...②PairWorkWorkinpairs.SimulateanintWorkingroupsoffour.Afterjobinterviews,twopairsformagroupandgivefeedbackonthetwointerviewees.Completethefeedbacktablebelowtogetherandchooseonegroupmembertopresentyourinterviewoutcome.③GroupWorkWorkingroupsoffour.After口語(yǔ)教程4整套課件完整版教學(xué)教程最全電子講義教案

TheMarketingMixdetermineshowtochooseanduseresourcestoachieveyourobjectivesandwhatroutetosteeryourboattogetwhereyou’retryingtogo.?Product:quality,attributes,targetmarketsandpotentialcompetition;?Price:thecost,bothfinancialandtimecommitmentforaudiencetoconsumeorparticipateinyourproject;?Place:whereandwhenyourprojectwillbeavailabletoaudience;?Promotion:marketingactionplanandtactics.

Hereisacaseofatrans-mediaproject.Youareresponsibleformarketinganewtypeofshampoo,andyouaregoingtoidentifywhichplatformyouwilluseforyourmarketing.TheMarketingMixdeterminesRequirements:1.Workingroupsoffour;2.Discussandcheckoneplatformfromthetablebelow;3.ExplainyourmarketingplanfromyourperspectiveoftheMarketingMix“4Ps”;4.EvaluateyourmarketingplanwithSWOT.Requirements:口語(yǔ)教程4整套課件完整版教學(xué)教程最全電子講義教案Pre-constructionPhase1.specifyingtherequiredinformation;2.anoverviewofrespondent’scharacteristics;3.selectinganappropriatesurveytechnique.ConstructionPhase1.structuredvs.unstructuredquestions;2.questionwording,sequencing,responsechoiceandlayout;3.producingthefirstdraft.Post-constructionPhase1.pre-testingthequestionnaire;2.revisitingthequestionnairebasedonoutcomesfrompre-test;3.revisedfinaldraft;4.administrationofthequestionnaire.Pre-constructionPhaseConstrucRequirements:1.Workingroupsoffour;2.Conductanoralsurveywithyourpartners,takenotesandcompletethequestionnaire;3.Makeasummaryoftheinformationyouhaveobtained;4.Chooseonegroupmembertopresentyourgroup’sresearchoutcome.Requirements:Situation:

Weareinvolvedinmarketingeverydayasmarketersandconsumers.Marketingplanningisaprocessthatleadstoanunderstandingofanorganization’spositioninthemarketandaseriesofmarketingdecisionsandactionstoachieveanorganization’sgoalswithinaspecifictimeframe.Now,youaregoingtoworkoutamarketingplan.Situation:口語(yǔ)教程4整套課件完整版教學(xué)教程最全電子講義教案Template:

Template:Practice:Requirements:1.Theclasschoosesonebrandfromoneproduct;2.Dividetheclassintofourteams:SocialMediateam,Advertisingteam,PromotionCampaignteamandBrandMarketingteam;3.Eachteamisresponsibleforonemarketingtaskinthetableabove,andeveryteamneedstoinvolveallmemberswhileaccomplishingthetask.Brainstormingmaybeagoodapproachforindividualinvolvement.4.Everyteamwillorallypresenttheiroutcomeafterdiscussionandpreparation.Practice:Situation:

HiltonHoteliswell-knownforunderstandingitscustomerswellandhavinginformationattheirfingertips,andoftenengagesinsociallisteningtodeterminecustomers’specificneeds.So,learningtolistentocustomers’needsiscriticaltomarketing.Situation:Template:

Listeningtocustomers’needsinvolves:?customers’experiences?customers’expectations?levelofcustomersatisfaction?improvementstobemadePractice:

Workingroupsoffive.Simulateafreetalkbetweentwomarketingspecialistsfromabrandedhotelandthreevaluedcustomers.Inquireaboutthecustomers’specificneedsinaccommodation.Yourtalkcouldinvolveissuesinthetemplate.Template:Practice:Situation:

Directmailalwaystargetsspecificcustomers,buttendstohaveabadname.Whilesometimestherightmessagecouldbesenttothemostappropriateones,customersareallirritatedbythemassofjunkmaileveryday.Situation:Template:

Template:Practice:

So,whatdoyouthinkaboutdirectmail?Dotheadvantagesoutweighthedisadvantages?Ordotheydomoreharmasameansofmarketing?Requirements:

1.Formtwoparties;

2.ThetwopartieshaveaDEBATEontheadvantagesanddisadvantagesofdirectmail;

3.Thepartythatcontributesmorepiecesofeffectiveevidencewillwinthedebate.Practice:Situation:

MostofusnowadayshaveWeiboorFacebook,andeveryoneseemstouseWeChat.Increasinglyprofessionalnetworkscanoffersomerealmarketingvalue.Mobilemarketingisdefinedasanykindofmarketingthatengageswithanaudienceviaamobilephoneordevice.Situation:Template:

UsingtheN.O.T.E.frameworktogetmobilemarketingstarted.Template:Practice:

Hereisacaseofmobilemarketing.

Youaregoingtosellalaptopthattargetsuniversitystudents,andmobilemarketingwillbedeployedforitspromotion.Requirements:

1.Sixmembersoftheclassbuildupacustomerteamwhileothersworkinfourmarketingteams;

2.ThefourmarketingteamsdiscussandcompletethemobilemarketingplanbasedonN.O.T.E.withthehelpofthecustomerteam;

3.Thecustomerteamgivesbrieffeedbackandchoosesthemarketingplanthatsatisfiesthemmost.Practice:Situation:

Relationshipmarketingseekstoearnandretainlong-termpreferences,business,andultimately,amarketingnetwork.Inrelationshipmarketing,bothpartiescollaborateonidentifyingneedstofill.Situation:Template:

Mr.PraveenSahaijoinedAFRO-INDIAInsuranceCo.asBranchManager-DirectChannel,JaipurBranch,withateamof12salesexecutivesreportingtohimdirectly.Heusedtogotoanylengthtomeetthemonthlytargets.Theentireteamworkingunderhimwaslessmotivated,anddidnotappreciatehisworkingstyle.Hewasveryauthoritative,anddidnotvalueclientorcustomerretention.Accordingtohim,onceadealisstruckandyouhavesoldhimthelifeinsurancepolicy,thereshouldbenolookingback.Instead,hethoughtitwasbettertoconcentrateonthenextdeal.ThisattitudeofhishasmadetheworkingconditionsofallsalesexecutivesworkingatAFRO-INDIAmiserable.Moreover,theexistingclientswouldnevergiveanyreferrals,fortheythemselveshavenotbeenreceivingtherightservice.Mr.Praveen’sonlymotivewastomakehisteamworkinthewayhewanted,sohecouldmeetdeadlinesandtargets.Template:Practice:Requirements:

1.Workonthecaseinpairs;

2.Pointoutproblemsinmarketingbehaviorandcomeupwithrelevantsolutions.

*ThefiveR’sofrelationshipmarketingmaybehelpfulformakingimprovements.Practice:Step1:Workingroupsoffour;Step2:Discussandbalanceadvantagesanddisadvantagesofthefourmostcommonlyusedsurveytools;Step3:Chooseoneofthefourtoolsinthetablebelowandsimulateitsapplication;Step4:Allocaterelevantrolesandreproduceitinanoralrepresentation;Step5:Trytostrengthenadvantagesandeliminatedisadvantageswhileapplyingthecorrespondingtoolformarketingsurveys.Step1:Workingroupsoffour

Customersatisfactionisoneofthemainsourcestoinformcompaniesaboutthequalityoftheirproductsorserviceandtheircustomers’loyalty.Asatelecommunicationserviceproviderwithmillionsofsubscribers,itisunavoidableforU-Globetohavedifferentlevelsofsatisfaction.Theapproachescanbethroughphonecalls,onlinesurveys,oronlinefeedback.ThetablebelowcomparestheadvantagesanddisadvantagesofU-Globe’sfourmostcommonlyusedsurveytools.Customersatisfactionisone口語(yǔ)教程4整套課件完整版教學(xué)教程最全電子講義教案口語(yǔ)教程4整套課件完整版教學(xué)教程最全電子講義教案口語(yǔ)教程4整套課件完整版教學(xué)教程最全電子講義教案口語(yǔ)教程4整套課件完整版教學(xué)教程最全電子講義教案

InaneraofKPI(KeyPerformanceIndicator),measurementmattersmorethanever.Marketingexecutivesandbusinessleadersaredrowningindata.Theyhaveaccesstopowerfultoolsthatproduceendlessstreamsofinformationaboutcontacts.However,datawithoutanalysisissimplynoise.Beproactiveinassessingperformance,andbewillingtoadaptinrealtimebasedonresults.Thesefoursectionsrepresentthegoalstoconsiderwhenbuildingamarketingscorecardandactionplan.

?BuildBrand:Strengthenbrandawarenessandaudiencereach.

?GenerateLeads:Createandqualifynewsalesleads.

?CovertSales:Turnleadsintocustomers.

?IncreaseLoyalty:Buildamoreloyalandprofitablecustomerbase.

Thescorecardbelowisselectingaprimegoalofbrandbuildingandusingmetricstosupportthis.Themonthlydatahasbeencollectedandfilledinthecard.InaneraofKPI(KeyPerfor口語(yǔ)教程4整套課件完整版教學(xué)教程最全電子講義教案Step1Calculateandfillinthescorecardabovewithmissingtotals.Step2Workingroupsoffour.Analyzethedata,discussmarketingperformancesand

discoverthemainreasonsforthem.

a.Fromthemarketingscorecard,itcouldbefoundthatthereisa(n)increase/drop...

b.Basedonourdataanalysis,thisphenomenon/issuecouldbeattributedto...

c.Bymeansofoutcomesinthemarketingscorecardforthefirsthalfoftheyear,adjustmentsneedtobemadeinthesectorsof...,andouractionplanisto...Step1Calculateandfillint

Asforjobperspectivesformarketing,brandisofgreatweight.Thesharpertheprofileofyourbrand,andthemoredifferentiateditsproposition,thebiggeryourchanceistostandoutfromthecrowd.

So,whatyouneedisacombinationofquantitativemarketresearchandsmartanalyticsthattellyouwhatcustomersvalue,towhatextentyourbranddeliversit,andwhichleversyoucanpulltoimproveyourperformance.AsforjobperspectivesforGroupProjectRequirements:

1.Workingroupsoffour;

2.Createanewbrand,involvingitsname,logo,slogan,etc.;

3.Makeabrieforaldescriptionofyournewbrandwithinnolessthan120

words;

4.Videotapeanadvertisementwithinnomorethan90seconds.

Thefollowingexamplesofgreatbrandscouldbetakenasreferences.GroupProjectExamplesofGreatBrandsExamplesofGreatBrands口語(yǔ)教程4整套課件完整版教學(xué)教程最全電子講義教案大連理工大學(xué)出版社口語(yǔ)教程4（實(shí)踐篇）總主編戴煒棟主編夏洋閆施宇許娜王洋審校[美]

SeanPatrickMulhem大連理工大學(xué)出版社口語(yǔ)教程4（實(shí)踐篇）總主編戴煒棟01JobDescriptions02OrientationPrograms03ProfessionalCommunication04JobAppraisal05CareerPathCONTENTUnit3Foreign-OrientedSecretaries:AssistantsBehindtheScenes01JobDescriptions02OrientatioLearningObjectivesUnit3Inthisunit,wewillbeableto:?knowaboutthedutiesandresponsibilitiesofaforeignorientedsecretary;?haveanunderstandingoftheabilitiesandqualificationsasecretaryshouldpossess;?graspprofessionaltechniquesandcommunicationskillswhendoingofficeroutines;?simulatecertainpracticalcommunicationsandhandledifferentsituationsrelatedtosecretarywork;?learntoassesstheperformanceandachievementofbeingasecretary;?makeanindividualdevelopmentplanasaforeignorientedsecretary.LearningObjectivesUnit3InthIntroductionUnit3

Asecretaryisapersonwhoseworkconsistsofsupportingmanagement,includingexecutives,usingavarietyofprojectmanagement,communication,ororganizationalskills.Withthedevelopmentofeconomicglobalization,interactionbetweenChinaandothercountriesisbecomingincreasinglyfrequent.Thus,thereisanincreasingdemandforforeign-orientedsecretaries,whoengageinforeign-relatedworkandplayapivotalroleinforeigntradeandbusiness.IntroductionUnit3Asecretar①Whatwebsitesorappsareofgreathelpforourjob-hunting?_______________________________________________②Whatdoesajobadvertisementconsistof?_______________________________________________①Whatwebsitesorappsareof____①confidentiala.exchangeletters____②provisionalb.necessaryandimportant,usingfewwords____③submitc.alistofitemstobediscussedatameeting____④correspondd.officiallytellsomebodyaboutsomething____⑤concisee.showingconcernforthefeelingsofothers____⑥consultf.exhibitingpoliteness____⑦considerateg.arrangedforthepresenttimeonly____⑧courteoush.(ofinformation)giveninsecret____⑨delegatei.gotosomebodyforinformationoradvice____⑩agendaj.choosesomebodytodosomething____①confidentiala.口語(yǔ)教程4整套課件完整版教學(xué)教程最全電子講義教案OverallDuties?Relievingtheexecutiveofvariousadministrativedetails;?Maintainingeffectiveofficeproceduresandefficientworkflow;?Implementingpoliciesandprocedures;?Establishingandmaintainingharmoniousworkingrelationshipswithpeople.SecretaryOverallDutiesSecretaryOtherDuties:?Makingappointmentsfortheexecutive;?Receivingandassistingvisitorsandtelephonecallers;?Arrangingtheexecutive’sbusinessitinerariesandtravelrequirements;?Usinginitiativetoaccomplishotherjobs;?Takingshorthandandtypingmaterial;?Sorting,reading,andannotatingincomingmailanddocuments;?Writingcorrespondenceletters/reportsandpreparingcommunicationoutlines;?Researchingandabstractinginformationandsupportingdata;?Maintainingfilingandrecordingmanagementsystems;?Makingarrangementsfortheexecutive;?Beingtherecorderofminutesanddistributoroftheirtranscription;?Supervisingorhiringotheremployees;?Selectingormakingrecommendations.OtherDuties:Skills:?BeingproficientinEnglishlistening,speaking,readingandwriting;?Possessingamasteryofofficeskills;?Beingskilledinofficesoftware;?Possessingeffectivebusinesswritingskills.Skills:Brainstormasmanyjobdutiesandresponsibilitiesofasecretaryaspossibleaccordingtotheinformationabove.?coordinateconferencesandmeetings;?minimizethenegativeeffectoftheexecutive’sabsence;?coordinatetheexecutive’stravelrequirements;...①IndividualWorkBrainstormasmanyjobdutiesWorkinpairs.Talkaboutwhatjobqualificationsyouhaveandwhatimprovementsyouneedtomakeasasecretary.Examples:?Ihavetakenacourseaboutshorthand,butpracticecanmakememoreprofessional.?Iamawareofculturaldifferences,butIamafraidImaybeconfusedonceinawhile.?AlthoughIcanexpressmyselfquitewellinEnglish,ittakestimetocommunicatefluentlyinrealworksituations.②PairWorkWorkinpairs.TalkaboutwhatRole-playingroups.SupposeyouareagraduatefromGuangdongUniversityofForeignStudies,andyouhavereadajob-wantedadvertisementforaforeign-orientedsecretarybyaSino-Britishjointventurewhichisputinthelocaldailynewspaper.Now,youarebeinginterviewedbythepersonnelclerkofthecompany.③GroupWorkExamples:?Yourcompanyhasaverygoodreputationinsociety,andbrightprospectsforfurtherdevelopmentinitseconomy.?Moreover,itcanofferthebestchanceforthestaff’spersonaldevelopment.?I’vegotChinaNationalSecretarialAuthenticationatMiddleLevelaswellasaNationalCET-6Certificate.Role-playingroups.Supposey

Negotiatingisoftenreferredtoasan“art”.Whilesomepeoplemaybenaturallymoreskillfulasnegotiators,everyonecanlearntonegotiate.Astheyoftensayinbusiness,everythingisnegotiable.However,lackofpreparationinanegotiationalmostalwayssetsapersonupforfailure.NegotiatingisoftenreferreLet’smastersomeprincipleswhennegotiatingwiththeotherside.?CREATINGAWIN-WINSITUATIONWhenyouapproachanegotiationwiththerightattitude,ittakesthepressureoffofbothparties.Whatistherightattitude?It’sthedesireforbothpartiestogetwhattheywant.Ifonepartyisonlyintheprocessforthemselves,aresolutionwillbedifficulttocomeby.Let’smastersomeprinciplesw?LISTENINGSKILLSInordertoknowwhattheotherpartyhopestogetfromanegotiation,youhavetolisten.Infact,yourabilitytoasktherightquestions,andlistentotheanswers,isyourmostimportantnegotiatingskill.Askillednegotiatorentersanegotiationwithaquestioningmindset.WhenyoumakeityourNo.1missiontolearnmoreaboutyourcustomer,youaremorelikelytolearnqualityinformation,informationthatyoucanusetobuildarapportandestablishacollaborativeenvironment.Looktolearnwhatyourcustomerneeds,wants,whatmakesthemsuccessful,andhowyoucanselltothem.?LISTENINGSKILLS?CREATIVITYThisrelatestocreativeproblemsolving.Whenyou’reapproachinganegotiationasawin-winsituationandyou’relisteningtotheneedsoftheotherparty,creativeproblemsolvingcanhelpdesignasolutionthatmeetseveryone’sneeds.Negotiationisaboutmorethanwinningthehighestcontract.?PATIENCEManynegotiationstaketime.Thisisparticularlytruewhenforgingnewterritorywithaclientorvendor.Creatingasolutionthatworksforbothbusinessescantakeseveraldrafts,hastobeapprovedbyseveralparties,andquitehonestlymanybusinessesaren’taccustomedtowin-winnegotiationssotheymaytakesometimetoadjusttotheconcept.Givethemthetimetheyneed,becausewhenyoushowyou’rewillingtobepatientandinvestintheirintereststoo,they’llbewillingtoworkwithyoutodayandtenyearsfromnow.You’llformalastingandmutuallybeneficialrelationship.?CREATIVITY?RESEARCHTakethetimetolearnallyoucanaboutthecompanyyou’renegotiatingwith,andyou’llbeonestepaheadtowardunderstandingtheirneeds,concerns,andhowyoucanworktogethertocomeupwithamutuallybeneficialsolution.?CONFIDENCEISTHEKEYTOASUCCESSFULNEGOTIATIONIfyoushowfear,thepersonorcompanyyou’renegotiatingwithcanperceivethataspoweroveryouoralackofconfidenceinyourbusinessproductorservice.?RESEARCH?KNOWINGWHENTOWALKAWAYNotallnegotiationsresultinawin-winsituation.Sometimesit’sbettertobepreparedtowalkaway.WhenanegotiationisaMUST,thenitgivessomeofyourpoweraway.Gointoanegotiationwithapositiveattitudeandadesiretomakeitwork.However,keeptheawarenessthatitmaynotbeinyourbackpocket.?KNOWINGWHENTOWALKAWAYWorkingroupsofsix.Basedonthematerialsabove,discussandsummarizemajortechniquesfornegotiatingaswellasthemainreasonsforusingthem.Takethetablebelowasareferenceforyouroralpresentationinyourgroup.Workingroupsofsix.Basedo

Withoutvisualcontacttocreateafavorableimpression,thetelephonenecessitatesthatyourelysolelyonyourspeakingskills.Onthephone,thewayyouareperceivedisdeterminedentirelythroughyourvoiceandchoiceofwords.Eventhemostpowerfullyplannedphonescriptneedsapolishedspeakertomakeiteffective.Readthe7techniquesbelow.WorkinpairstointerpretthefollowingChineseintoEnglishaccordingtothetechniquesabove.?Speakslowlyandclearly.Whenspeakingonthephone,moretimeisneededtoabsorbwhatisbeingsaidthanwhenspeakinginperson,soit’simperativethatyouslowdown.?Speakwithenergy.Energyisthevitalitythevoiceneedstoconveyyourinterestinandenthusiasmforwhatyou’resaying.Withoutvisualcontacttocr?Smilewithyourvoice.Setthetoneonthephonewiththefirstwordsyousay.Apleasantvoicewillholdthereceiver’sinterestwhilehelpingyouavoidspeakinginamonotone.?Usebodylanguage.Physicalactivityputsenergyandvitalityintoyourvoice.Itcanbeassimpleashandgesturesorasmile.?Listenattentively.Listenmore,talklessand,aboveall,don’tinterrupt.Nooneappreciatesbeinginterrupted.?Stayfocused.Askquestionsthatforceyoutoconcentrateonwhatisbeingsaidandindicateyourinterestinthecustomer’sneeds.Alwaysallowthecustomertocompletehisorherthoughts.?Offertheoptionofholding.Beforeplacingaprospectorcustomeronhold,askiftheywouldcaretoholdorwouldprefertohaveyoucallbacklater.?Smilewithyourvoice.Sett口語(yǔ)教程4整套課件完整版教學(xué)教程最全電子講義教案Situation:

Mr.HenryStevenson,themanagerofBACCompany,isplanningatriptoChicagoandDenver.

Susan,thesecretaryofthecompany,isinquiringofthemanageraboutsomedetailsregardingthebusinesstrip.Situation:Template:H:Susan,I’mplanningatriptoChicagoandDenver.I’lltakeoffonthe14thofthis

month,stayinginChicagofortwodays.ThenI’llflytoDenverforonedayandcomeback.S:I’llgetintouchwiththeairlineimmediately.Whatkindofaccommodationwouldyouprefer?H:Ithinkabedroomwouldbethebest.S:Willyouflyfirstclassasusual,Henry?H:Yes,firstclass,andI’dliketohaveaseatbythewindow.Practice:

Role-playinpairs.Simulatethesituationanddiscusstheitinerarydetailswithyourpartner.Template:Practice:Situation:

Susanisatwork.AcallfromthePioneerHotelisringing,forwhichMr.HenryStevensoniswanted,butheisawayonbusinessnow.Susananswersthecall.Situation:Template:Susan:Goodmorning.BACCompany,Mr.HenryStevenson’ssecretaryspeaking.Caller:Goodmorning.CanIspeaktoMr.HenryStevenson,please?Susan:I’msorry.Mr.Stevensonisawayonbusiness,andhewillbebackinthreedays.CanItakeamessageforyou?Caller:Yes,please.Myname’sHayWhite,fromthePioneerHotel.I’mcallingaboutaproblemwiththemeetingroomusedfortheseminarheldbyyourcompanynextweek.Susan:Then,what’stheproblem,please?Caller:Iwonderhowmanyparticipantswilltakepartinthatmeeting.Shallwepreparedimsumanddrinks?Practice:

Role-playinpairs.Onestudentistak