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1、Unit1ShoppingandBankingOlinePartIGettingreadyB.Keys:1:drop2:shopping3:mouse4:feet5:retailing6:street7:get8:down9:third-party10:online11:30%12:malls13:Britain14:gift-buying15:50%16:net17:peroidC.Keys:1:thesite2:merchant,addresses/phonenumbers/callup3:strictsafetymeasuresPartIINetshopping
2、underfireA.Keys:1:delivery,delivery2:deliverycharges3:personalinformation,87%4:returninggoods,47%5:order,35%,dispatch,87%6:moneyback,twoB.Keys:1:convenience2:choice3:obstacles4:completetrust5:buildconsummers'trust6:mature7:payment8:servicePartIIIBankingathomeA.Keys:1:limitedopeninghours
3、2:Onlinebankingservices3:gettingcurrentinformationonproducts4:e-mailingquestionstothebank5:competingforcustomers6:havingnocomputersathomeB.Keys:1:ItisbankingthroughtheInternet.2:'Onlinebanking'offersconveniencewhichappealstothekindofcustomerbankswanttokeep.3:Banksmostwanttokeeppeoplewho
4、areyoung,well-educated,andhavegoodincomes.PartIVMoreaboutthetopic:SecretofGoodCustomerServiceB.Keys:EnglishGoodCustomerService(Harrods)1:inapleasantenvironment2:Secondtonone3:differentcustomers,takealookateverything,alternatives,cometosalesassistants4:firstcontactwiththecustomerAmerican
5、GoodCustomerService(Saks)1:humanside,family,occasionsinlife,apartnership2:repeatbusiness,salesPartVDoyouknow…?Keys:1:c2:a、b、c3:a、b、c4:c5:c6:bTapescriptPartIGettingreadyUnit2HotelorB&BPartIGettingreadyB.Keys:1:35%,60%2:45%,20%3:60%,80%4:30%,15%5:50%,70%6:30%,20%C.Keys:(1)1:￡30/single;￡60
6、/double,childrenunder122:￡29/fullboard3:￡28/double+bath,excluded(2)1:hotfood,friedegg2:coffee,tea,jam,cooked3:dinner,bedandbreakfast4:theroomplusallmeals5:ValueAddedTaxPartIIAtouchofhomeOutlineI:bedandbreakfast,15000,advantagesoverbighotelsII:meetingdifferentpeopleIII:features,1883,gues
7、tsIV:B&BsnotsuitableforsomepeoplePartIIIRentingacarA.Keys:1:three2:Mon.July10th3:stationwagon4:$79.955:$59.956:4p.m.7:10a.m.8:'free9:12cents10:$1011:8%12:'$100B.Keys:acompactcar/astationwagon/automatictransmission/currentmodels/pickup/returnthecar/specialweekendrate/regularrate
