实用英语阅读DUTP

UNIT 6UNIT 6

Customer Service

Contents

4

1 Text A 2

Reading Skills 11

Fast Reading3

Text B

Practical Reading 5

Reading skills

Sample

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Patterns of Paragraph

Develop paragraphs in a variety of patterns that reflect your thinking about the material. As you write the topic sentence and its supporting sentences, look for ways to structure your thinking. Where one author advances his or her material by narrating a series of events, another undertakes a physical description and another undertakes an analysis of the topic. There are numerous ways of supporting the main idea of a paragraph with supporting information. The following are some of the most commonly encountered:

Classification Sequence Cause and Effect Relationships Comparison and Contrast Illustration

Classification Paragraph

As we all know, most paragraphs in article have a topic sentence that expresses the central idea. However, there are many different ways to develop the main idea of each paragraph. Listing paragraph is one of the ways of paragraph development. In these types of paragraphs, the details may be more important than the main idea. While reading this kind of paragraph, pay attention to signal words like: first, second, next, then, finally, another, moreover, and so on. These words can clearly tell us the process of something.

In classification, you associate similar things or processes by grouping them into classes. You can classify organisms, mechanisms, processes according to shapes, magnitudes, effects, and so on.

Sample 1 In essence, quoting for business in overseas markets is no differe

nt from quoting for business in the domestic market. Typically, the costs to include in quotation are:

● Cost of raw materials- include all components, labeling and packing costs.

● Manufacturing costs – include all production costs, particularly labor costs.

● Overheads- running costs, depreciation, rent, utilities and transport costs.

● Profit margin- this may vary depending on whether you are trading in a buyer’s or seller’s market. This may also be affected by the flexibility of demand for your product (the more flexible the demand, the greater the possibility of increasing sales- but at the right price)

在海外市场报价时和国内市场报价没有什么区别，尤其是成本包括：原材料成本，制造成本，各项经费，利润率。 此段对成本进行了不同的分类。

Sample 2 The English-speaking world may be divided int

o (1) those who neither know nor care what a split infinitive is; (2) those who do not know, but care very much; (3) those who know and condemn; (4) those who know and approve; (5) those who know and distinguish.

对于讲英语的进行了五种不同的区分：既不知道也不关注的，不知道但是很关注的，知道但是不使用的，知道而且支持的，知道而且能区分的。

Sequence Paragraph

The two common types of Sequence methods are: chronological order and process analysis.

Chronological order: This pattern organizes things in the order in which they occur. This results in a narrative paragraph, usually of details or examples.

Process analysis: this pattern explains to reader how something is done, how something works or how something occurs. The writer attempts to analyze a process by taking it apart or separating the process into individual steps or stages.

Sample 3There are several steps to follow with multiple-

choice items on a test. First, read the question and anticipate the answer. Second, read and consider all the choices. Next, narrow down the choices. Finally, select the best choice.

这是一个过程顺序的段落。测试中做选择题的几个步骤：首先看问题预测答案，然后阅读所有的选项，然后缩小选择范围，最后选出正确答案。

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Task 1 The cell of the body have varied and essential

roles. Skin cells protect the whole body; red blood cells carry oxygen; and bone cells build the skeleton. Cells multiply fast when a person is growing, but their activity stabilizes with maturity. In adults, cells divided and renew themselves to replace dead tissue or to help in the healing process. Cancerous cells are runaway cells that multiply rapidly and without apparent purpose. They destroy healthy tissue and tend to spread at an alarming rate.

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1. A healthy cell is to a cancer as .A. slow is to fast B. life is to death C. blood is to life D. nourishment is to

growth 2. Normal cell reproduction is important .A. at all times B. during the growing

years C. during periods of stress D. after reaching maturity

3. The author develops his idea according to .A. order of importance B. comparison, contrast C. time order D. classification and contrast

B

A

D

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Task 2 Bill Cosby is noted as an actor, writer, and comedian.

He was born in Philadelphia in 1937. In the 1950’s, he dropped out of high school and joined the military service. Years later, he went to college at Temple University where he earned a B.A. in radio/television/film.

After college, Cosby started performing standup comedy acts at nightclubs. His “Fat Albert” act was a big success. In 1964, He married Camille Hanks, and they eventually had four daughters and a son. Then he was offered the part of a detective in a television series called “I Spy” which played from 1965 to 1968.

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During the 1970’s, he returned to school at the University of Massachusetts and received another degree, in education. The 1980’s began his highly successful television series “The Cosby Show.” During this time, he also wrote several books, including the very funny Fatherhood. In the 1990’s, he started another television series, “Cosby” which lasted a few years. He was inducted into the Television Hall of Fame in 1992. Then, a sad time occurred in his life in 1997 when his son was shot and murdered in a bungled robbery.

Bill Cosby has received many awards. In 1998, he received The Kennedy Center Lifetime Achievement Award.

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1. Which of the following happened first?A. Cosby started standup comedy acts at nightclubs.B. He attended college at Temple University.C. He began a television show.D. He wrote his first book. 2. Which show started Cosby’s career in television?A. “The Cosby Show”B. “Cosby”C. “Fat Albert”D. “I Spy”3. Which of these events happened first?A. Cosby’s son was shot and murdered.B. He wrote the book Fatherhood.C. He married Camille Hanks.D. He earned his second college degree.

B

D

C

Let’s try

4. When did Cosby’s television career first start?A. 1960’sB. 1970’sC. 1980’sD. 1990’s5. Which of these events happened last?A. Cosby received The Kennedy Center Lifetime

Achievement Award.B. He was inducted into the Television Hall of Fame.C. He wrote the book Fatherhood.D. He starred in “The Cosby Show” television series.

A

A

Text A

How many other people do satisfied customers tell? Up to :

A) 12 B) 18 C) 24 How many other people do dissatisfied

customers tell? Up to : A) 10 B) 20 C) 30 What percentage of people stay loyal when

they feel complaints are handled fairly? A) 40% B) 60% C) 80%

I. what do you think are the answers to the following questions?

A

B

C

Text A

1. In a competitive market a company must aim to satisfy the customer.

2. Fast automated service is preferred to slower person-to-person service.

3. Companies which promise the most have the most satisfied customers.

II. According to the writer, are the following statements true or false?

T

F

F

Fast Reading:

1. How do manufacturers and retailers improve their competitiveness?

A. By building more production and distribution centers. B. By shortening the supply chain. C. By improving supply chain efficiency. D. By applying new information technology. 2. What is NOT involved in logistics? A. Warehousing goods. B. Transporting goods. C. Managing capital investment. D. Positioning of containers and

equipment. 3. Traders in European Union can entrust the pan-European

distribution operation to the logistic freight forwarder because ___________.

A. the national boundaries in European Union have been removed B. information technology becomes well developed and customs

barriers are relaxed there C. traders have good relationship with their freight forwarders in

other European countries

C

C

B

Fast Reading

4. The logistic freight forwarder ___________. A. tries to make transportation cost-and-time effective B. provides value-added services and saves the value-

added tax C. takes part in manufacturing of the goods D. invests a lot in EDI with the clients 5. In what way can the freight forwarder help the

shipper? A. Lowering running cost. B. Reducing management staff. C. Decreasing cash flow. D. Attracting capital investment.

A

A

Text B

1. Do you think companies spend most of the time:

A) attracting new customers ? B) keeping existing customers

2. what percentage of its customers does an average of a company lose each year do you think?

A) 2-5 B) 5-10 C) 10-30 D) 30-50

I. Discuss these questions. Then read the first two paragraphs and check your answer.

A

C

Text B

What do these numbers refer to in the passage?

A) Five B) 25 C) 85 D) 5000 Research in the US found that a five percent

decrease in the number of defecting customers led to profit increases of between 25 and 85 percent. a regular customer is worth more than $5,000 over ten years

II Read the article and answer these questions.

Text B

Established customers tend to buy more, are predictable and usually cost less to service than new customers. Furthermore, they tend to be less price sensitive, and may provide free word of mouth advertising and referrals. Retaining customers also makes it difficult for competitors to enter a market or increase their share of a market

2. What are the six main advantages of keeping customers the article mention?

Text B

3. the ladder of customer loyalty

Advocate

Supporter

Client

Customer

Prospect

Text B

III Part 1 What do the following words from the article mean?

humdrum a) exciting b) boring c) technical defecting a) leaving b) joining c) complaining correlation a) connection b) difference c) similarity nurturing a) taking advantage of b) taking care of c) taking part in customer retention a) exploiting customers b) keeping customers c) losing customers

√

√

√

√√

Text B

Part 2 Match words from each column to make partnerships

1. lost a) sensitive 2. price b) implications 3. financial c) opportunities 4. customer d) advertising 5. word-of-mouth e) loyalty

Practical Reading

1. The author likes the restaurant because the service is good.

2. It was the second time the author went there to have breakfast.

3. The author likes the scones in particular in that restaurant.

4. The author likes all kinds of jams available there.

5. The waitress refused to serve her because there were too many customers

Task 1. Read the passage and then judge whether the following statements are true or false.

F

F

F

F

T

Practical Reading

1. Our troops took up __________ position on high ground overlooking the river.

2. They had __________ and beaten the best team in the world.

3. The __________ over dinner was warm and friendly.

4. I __________ with you; I’ve had a similar unhappy experience myself.

5. We __________ that we will meet a certain amount of resistance to our plan.

Task 3 Fill the blanks with one of the following words in its proper form

defensive

challenged

atmosphere

sympathy

anticipate

实用英语阅读DUTP

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