This is all I want to say，and I hope this brief introduction has helped shed some light on our company. So，are there any questions you’d like to ask？
Ⅳ. Make a workplace interpretation（3 minutes）.
A：What line of business are you in？
B：我公司是中国主要的家用电器、电子生产商之一，另外我们也做房地产、药品、广告、物流、电信等。
A：Then what are your main products？
B：我公司生产各种家用电器、电子产品，包括冰箱、冷柜、洗衣机、空调、电视机、手机、电脑等。
A：How about your sales position？
B：我们每年仅在国内市场就销售这些产品1000 万台，并且我们的产品已销往全世界160多个国家和地区。我们去年的销售量总计人民币400亿。在中国的市场占有率为30％。
A：Very impressive. When was your company founded？
B：1984年。
A：Then how many employees do you have now？
B：目前为止总共3万人。
A：I understand you’re going multinational，aren’t you？
B：是的。我们在全世界现有62家经销商，38000 个销售点。并且我们在海外地区建立起了13 家工厂。
A：Really？I’m so eager to visit your company. Where is your company located？
B：山东青岛。我愿意安排你到我公司参观。
Unit 11 Product Promotion
Part Ⅰ Situational Dialogues
Practice 1
Task 2：Simulated situational conversation.
L：Would you like to have a look at our exhibits？
B：Yes，I’d love to.
L：Look at this graceful cloth. As you can see，this rose and heart design would lend a gay，festive air to any party.
B：Yes，it looks like it would.
L：And yet，this cloth gives the most practical service.
B：Does it？
L：Sure. You know，this cloth is an easy-to-care-for blend of cotton and tetoron. It offers not only extra strength but drip-dry laundering ease.
B：How is that？
L：You can simply dip it in soapsuds，rinse and allow it to drip dry. Of course，it dries quickly and smoothly without wrinkles. So you never need to iron it.
B：Ah，I see.
L：Besides，this charming cloth is economically priced，and so practical for family use.
B：That’s rather impressive. May I have a copy of your sales literature？
L：Sure，here you are.
Practice 2
Task 2：Simulated situational conversation.
（On the phone.）
Liu：Nice talking to you Mr.Evans. This is Liu Jing，sales representative of TEC Co. Ltd. To meet our appointment，I’ve brought samples of our newly developed product Fastock to show you.
Evans：Yes，come to Room 316；you’re expected there.（Minutes later in Room 316.）
Evans：Ms. Liu，please start if you do not mind.
Liu：Thank you，Mr.Evans. Our company has developed a new building material which we call Fastock. We regard it as a revolutionary new building material. In reality，it’s a mixture of high-molecule compound and crop stocks.
Evans：What kind of end users does Fastock go into？
Liu：Fastock is shaped under high pressure and temperature into boards for walls，doors，and windows，home and office furniture，etc. It is easy to fabricate and cut to suit your specific needs.
Evans：I read about it in a trade journal but I haven’t seen any details about it.
Liu：Besides，Fastock is environmental-friendly and raw materials can be found everywhere. For this reason，Fastock is low priced.
Evans：It seems like a promising item.
Liu：We believe that Fastock has good potential in the market and that your company has the best marketing capabilities to bring it to success.
Evans：We are always interested in expanding our business especially in new areas. We would be interested in exploring with you now that such a business offers a good opportunity. But I am curious why you selected us.
Liu：We made careful study and analysis and came to the conclusion that you are our first choice. OK，here is the introductory brochure and test report for your perusal.
Evans：That is an honor. Thank you.
Practice 3
Task 2：Simulated situational conversation.
Robert：Research shows that market potential for our new products is great. All we need now is a good promotional push.
Jane：You said it. We should draw more customers’ attention to our new products.
Robert：We may let them try out our new products free for some time.
Jane：We may also offer them a discount.
Robert：And we may use coupons. The customers may tear off the coupon attached to the product and use it to get $10 off their next purchase of the same product.
Jane：And there is often a buy-one-get-one-free promotion in the supermarket.
Robert：Right！Is there any other aspect in the campaign？
Jane：Yes. Another important aspect is advertising through media，such as advertising on radio.
Robert：Have you thought about advertising in newspapers and magazines？
Jane：But it is said that advertising on radio is cheaper.
Robert：I see what you mean. But we cannot advertise very long on radio because it is expensive. Time is very limited. Only very well established companies can successfully advertise through radio.
Jane：That makes sense.
Part Ⅲ Workplace Practice
Ⅰ. Complete the following dialogue.
M：The product’s selling point is its advanced technology.
F：Unfortunately，it’s just too expensive for majority of consumer to afford.
M：Why is the price so high？
F：It’s not just that the price is high；it’s that the overhead to update an entire computer system to be compatible is costly.
M：Model of computers aren’t compatible？
F：Most current computer systems simply can’t handle it because this model truly has extraordinary capabilities.
M：Maybe after the next generation of technology comes out，the price of this model will become more affordable.
F：But by then，the technology will be outdated.
M：True，but our focus has never been affordability anyway. Cost-wise，we may not be very competitive，but quality-wise，we definitely have an edge.
F：That’s right，no one else has a product on the market now that is comparable.
M：This model has advanced technology，superior components，it is compact，and it’s a top-quality product.
F：I guess you get what you pay for.
Ⅱ. Translate the following dialogue into English.
Tony：I understand your company is in need of some new computer equipment.
Amy：Yes，we’re doing an overhaul of the office and all its equipment.
Tony：Well，I might be able to help you there；the company I represent is a major provider of a wide range of quality computer equipment.
Amy：Oh yeah？There are 500 other computer companies out there；what makes your products so special？
Tony：Because not only do we custom-build the equipment to your requirements but our computers and aftersales service are first class.
Amy：Really？You can custom-build to our needs？
Tony：Certainly. We have our own computer specialists and engineers that can not only build your required systems，but also install all the necessary software and networks.
Amy：That sounds great. I haven’t heard that offered before.
Tony：I assure you that you won’t find better. Can I give you a few brochures that will further explain what we can offer？
Amy：Sure.
Ⅲ. Make a short speech（3 minutes）.
Thank you for giving me the opportunity to present you the latest model of our mobile phone，Smart Voice 2013.I intend briefly to run through the 3 “P”s for the new model —the product，the place and the price. Please feel free to interrupt me wherever you’ve got a question.To start with，we focus on the features of this new model. If you look at the screen behind me，showing a picture of Smart Voice 2013 and the animation and its functions，you’ll see that it is small enough to fit writing into the palm of your hand. It has a decent weight and internal Internet. The phone is inclusive of web browser and you can connect it into the Internet. There is a 100-name internal phonebook. In addition to those，you can store on the same card and there is a space for up to 12 voice-style notes which serves as the selling point of this model. The 2013 model comes with 38 ring tones with space for 9 more for downloading the ring tone from the Internet. Close the ring tone composer，and a vibrating alert discretely informs you of the incoming calls and messages while 5 games will stop you from getting bored. Of course，it has all the common features such as alarm clock，reminders，stop watch，countdown timer，calculator，currency converter etc. I hope that all makes sense. In any case，I’ll leave this detailed specification with you，which you can study at your leisure.OK，now，let’s move on to the next point：the place. By place，I mean，how we are going to distribute the product. The launch day for the Smart Voice 2013 will be January 1st，next year，since it will definitely be a season to buy new mobile phones as presents for the new year or the spring festival. It will then be in stock in all registered retailed outlets throughout the country. We’ll also be making the phone available by mail order and online order with the guarantee of 6 days’ delivery.
Pricing comes along with the product going on the market. At present，the new model will retail at approximately 3，000 yuan. It should be quite a reasonable price considering the quality and the advanced features.Right. I’ll stop here.I hope you have a clearer picture of the new model，Smart Voice 2013. I am sure that you now share my enthusiasm for the product and hopefully you will be 100% behind this model. Thank you for your time and attention.
Ⅳ. Make a workplace interpretation（3 minutes）.
H：杰克逊先生，您是否看过上次我给您的那些资料？
W：Yes，I did. As I said before，your level of quality is very high. However，I’m afraid I can’t accept these prices.
H：我懂了。请别介意我直说，如果您要好的品质，就得付一点代价。
W：That’s true. However，with this line of tennis rackets，you have stiff competition against you.
H：这怎么说？
W：Well，although your competitors’ products are not as good as yours，they’re cheaper and more attractive，which will bring in quicker profits in the short term.
H：可是到目前为止，我们的产品在北美的市场一向销得很好。
W：Uh，but your new rackets are not well-known，and the look isn’t attractive enough. The higher prices may push away customers.
H：更清楚地说，您觉得我们的球拍不容易吸引新顾客是因为价钱和外观设计？
W：That’s right. Though I understand you have a solid line，I have to look for a dependable profit.
H：我了解。如果您大量订购，我们将给予更多折扣。
W：I really think it would be better at first for you to sell this new line of rackets at a lower price.
H：我不认为这样可行。原料的价格已经突然上涨，所以这个价钱的弹性不大。您想订多少？
W：Probably around a thousand items to begin. At the prices you gave me，a fifteen percent discount would be good.
H：打九折，您看怎么样？
W：I’ll tell you what. Let me take your samples back to my boss. We’ll think it over and contact you later.
Unit 12 Fairs and Exhibitions
Part Ⅰ Situational Dialogues
Practice 1
Task 2：Simulated situational conversation.
Zhang Yi：Hello，this is Zhang Yi from Max Co. I tried to sign up online，but failed，it seems that the link is not working.
Judy：I see. Maybe something is wrong with the Internet，or the website is banned.
Zhang Yi：So what shall I do？
Judy：It doesn’t matter，Miss Zhang. I’ll email or fax you a sign-up form. You may fill in the form，seal and fax it to us.
Zhang Yi：Yes！Please email it to me. My email address is [email protected].
Judy：[email protected]，thank you. We also need a copy of the business license of your company，and the names and passport numbers of the candidates.
Zhang Yi：No problem. And I’d like to know the deadline for booth rental payment. Is it possible that I pay the full amount on site？
Judy：I’m afraid not. It is requested that all the exhibitors pay 50% of the booth rental in advance within 30 days after receiving the letter of confirmation；and the outstanding balance should be settled by the first day of exhibition.
Zhang Yi：OK.
Judy：We appreciate your support and look forward to seeing you soon.
Zhang Yi：Not at all. Bye.
Judy：Goodbye.
Practice 2
Task 2：Simulated situational conversation.
Rose：Good morning，Sana Exhibition Center. Can I help you？
Jason Brown：Yes，please. I’m with Dolce in the U.S. I’d like to register for the International Toys Exhibition.
Rose：May I have your name，sir？
Jason Brown：I’m Jason Brown.
Rose：Let me check，Mr.Brown. Thank you for waiting. Fortunately，there are still some booths available. If you send us your registration form and registration fees within two weeks，it is still possible for you to get one booth.
Jason Brown：May I register for it now on the phone？
Rose：Sure，which credit card would you like to use？
Jason Brown：American Express.
Rose：Fine. I’d be glad to help you sign up over the phone. Perhaps you can answer some questions for me to start with？
Jason Brown：Sure.
Rose：May I know your phone number，email and your company’s name？
Jason Brown：My phone number is 987-456-321；my email is [email protected]；my company’s full name is Dolce Toys Corporation.
Rose：Mr.Jason Brown at 987-456-321 from Dolce Toys Corporation，and your email is [email protected]. Is that right？
Jason Brown：Yes！
Practice 3
Task 2：Simulated situational conversation.
Rose：Good morning. May I help you？
Jason Brown：Good morning. This is our Special Design Application form. I’d like to confirm some terms about move-in.
Rose：Sure. Dolce Toys，right？
Jason Brown：Yes. When are we supposed to finish the installation？
Rose：All must be ready by 5：30 p.m. on the day before the opening date，that is，Sept.19th.
Jason Brown：Our special design may take more time. Is it possible that we move in earlier or finish it later？
Rose：Sorry，the schedule is fixed for all the exhibitors.
Jason Brown：Come on. Can’t you do me a favor？
Rose：I really want to help you，my old friend. Well，I’ll let you move in 15 minutes earlier，how’s that？
Jason Brown：Well，better than nothing.
Rose：I’m sorry，Mr.Brown. That’s all we can do. Thank you for your understanding.
Part Ⅲ Workplace Practice
Ⅰ. Complete the following dialogue.
A：Good morning，Toy Show secretariat. How may I help you？
B：Yes. This is Laura Chen from ICI Co. I’m very interested in your exhibition and would like to visit your latest show.
A：Thank you. Ms.Chen. You may apply as professional visitors.
B：Alright. How？
A：Please register online. The website is 2014toyshow.com.
B：2014toyshow.com，I see.
A：Please fill in the blanks，with a star is necessary.
B：OK.
A：If finished，click “Register”，then we’ll check your information，we’ll send you a letter of invitation once your application is accepted.
B：Thank you.
A：For further inquiry，please call us toll free at 400-800-600. We can answer specific questions from 8 a.m. to 5 p.m.，Monday through Friday.
Ⅱ. Translate the following dialogue into English.
A：Good morning，Service Center，Rose speaking. How may I help you？
B：Good morning. I need to ship my exhibits back，and wonder if you could recommend some transportation companies.
A：Sure. Do you have the Exhibitor’s Manual with you？
B：Yes.
A：Please turn to the last page. Could you see the list named “Appointed Transportation Companies”？
B：Ah，I see.
A：All of these are reliable companies. The VBW has experience of more than 20 years，so it’s on the top of the list. The XARY is rather new，just established 3 years ago，but it’s also a nice option since it offers very reasonable charges.
B：I’ll contact them at once. Thank you very much. You’ve been very helpful.
Ⅲ. Make a short speech（3 minutes）.
When exhibiting at a trade fair，the most important thing to pay attention to is the quality of display. Your display at the trade fair functions as a window through which your potential customers or buyers can know and form their own opinions on your products or services. Therefore，you should make sure that what you display meets the highest standards you set for your products and show the best of your products.But simply demonstrating high-quality，presentable goods is not enough. There have to be people to make them known and remembered. So it’s also important to select right staff to attend the trade fair. Make certain that the personnel selected is informative and well-qualified，with excellent communicative and marketing skills. These people know everything about the products and can answer any kind of question produced by potential customers about your products and secure contracts with them skillfully.All this is impossible without careful planning. So you have to plan in advance to make your display a complete success.
In order to make the most of a trade fair，attractiveness is an important factor to consider when planning the stand layout. It should be designed to conform to your company’s image and in such a creative way that it is very eye-catching to get more people to visit your stand. For instance，lighting is something you can pay attention to. Innovative lighting creates atmosphere，sparks interest，provides guidance for visitors to direct their attention.Security of exhibits is the most important factor to take into consideration. No one wants to see any visitor to your stand be hurt due to the neglect of security of exhibits. So make sure your exhibits are placed in such a safe way to be free from any potential dangers.Space arrangement of the stand is also important for attracting visitors. The design must be such that it generates a comfortable environment. For instance，there should be a good-sized demonstration area for your products and a meeting area for discussion with your potential clients.
Ⅳ. Make a workplace interpretation（3 minutes）.
A：Good morning，GD Hotel，Conference Service Center. Iris speaking. How may I help you？
B：我是Max公司的Jason Brown，我想在你的酒店订一间会议室。
A：Certainly. What size of conference room do you have in mind？
B：大概能容纳150人吧。我们下午5：00到7：00要举行一个新闻发布会，然后7：00到9：30打算开个鸡尾酒会。
A：For the press conference，which seating style would you prefer？
B：剧院式。
A：Sure. May I know the time and date，please？
B：我们的计划是11月的某个星期天。你有什么建议？
A：Just a minute，Mr.Smith. I’ll check the reservation record.Thank you for waiting，what about in late November？That is，Nov.16th or 23rd.
B：11月23日吧。你们的会议室包括什么设施？
A：The convention room is equipped with three cable microphones，one LCD projector with projection screen，laptop connection and wireless network access.
B：好极了，那就够用了。会议室的价格是多少？
A：We have two convention rooms for your choice. One is 150 square meters at US$ 1，980 per day and the other is 200 square meters at US$2，480 per day. The latter is more luxurious and spacious. Which one would you prefer？
B：要后者吧。价格包括家具的租金吗？
A：Yes. Would you like to make a guaranteed reservation with your credit card？
B：好的，你们接受美国运通卡吗？
A：Yes. May I know the number？
B：8686-8686-1234。
A：8686-8686-1234.
B：正确。
A：A16088. Thank you. Let me repeat your reservation：a conference room for Mr.Jason Brown，at US$2，480 per day，on Sunday，Nov.23rd from 5：00 p.m. to 9：30 p.m.Is that right？
B：是的。
A：My name is Iris Sana. Please just call me if there is anything I can help. Thank you for calling and we look forward to serving you .
Unit 13 Aftersales Service
Practice 1
Task 2：Simulated situational conversation.
（A：Mr.Brook，B：Salesclerk）
A：Good morning. Yesterday I got a call from your company，asking me to come today to check and fetch the computer I ordered the other day.
B：Good morning. May I have your name，please？
A：Vincent Brook.
B：Oh，yes. Mr.Brook. This way，please.
…
B：Here we are. This is the computer you ordered. It has been tested for 24 hours and it works very well. And now，you may have a look yourself. Take your time.
A：Thanks. It looks good to me. However，no one can guarantee everything. What if there should occur some mechanical problems？
B：If it doesn’t work properly within two months，you may bring it back for a refund. We guarantee it for two years. If there is any repair work needed within this time，our service department will see to it free of charge. After the expiration of the guarantee，we charge for the parts only.
A：It sounds reasonable. I think I am quite satisfied. By the way，could you have it delivered？I find the computer a little heavy.
B：Yes，of course. All goods purchased here can be delivered free.
A：That’s great. Where should I pay，please？
B：The cashier counter is over there. After you pay，please come back here with the receipt and I’ll get your warranty certificate ready.
A：OK.
Practice 2
Task 2：Simulated situational conversation.
（A：Ellen Smith，B：Richard Parker）
A：Good afternoon. Mr.Parker. This is Ellen Smith. Clare told me your order did not arrive on time. We’re very sorry for the inconvenience.
B：I appreciate your apology，but because we did not cancel the order I believe I’m within my rights to ask for some sort of compensation. But Clare seems to ignore my request and hold us responsible for the delay. I don’t think that’s professional！
A：I’m sorry for that. Clare is new here and obviously she needs more training in this aspect. Now please let me look over your file one more time. Do you mind holding for a while？
B：No，that’s fine.
A：Mr.Parker，I believe I know what the problem is. It seems one of our staff confused your order with another client’s canceled order. We deeply regret this error and I will have your carpet shipped out to you today by express mail at no added charge to you. You should receive your order within 24 hours.
B：Well，thank you. I appreciate your prompt service.
A：Also in accordance with our compensation policy，we will only charge you for 90% of the original order. I hope these measures are satisfactory.
B：Yes，absolutely. Thank you very much，Mrs.Smith. You’ve been very helpful.
A：You’re very welcome，and I hope you’ll continue working with Eilisha Carpet.
B：We definitely will. Thank you again.
A：Not at all. Goodbye，Mr.Parker.
B：Goodbye.
Practice 3
Task 2：Simulated situational conversation.
（A：Collin Carter，B：Ms.Bush）
A：Good morning，Ms.Bush. I am Collin Carter from the EcoAir Company. We’re doing a regular customer service follow-up survey and hope you can answer some questions for me.
B：Sure.
A：According to our record here，you bought a batch of air conditioners from our company in October. Did they arrive on time？
B：Yes，and your technicians came shortly after and were very professional with the installation.
A：Good. Is this batch of AC going on well？
B：Yes. It has been a year，and I find them stable and reliable.
A：Did anything go wrong in this year？
B：Yes，but it was solved quickly after consulting your technicians.
A：Good. Ms.Bush，would you mind filling in the investigation form for me？
B：No. I am glad to do so.
A：Thank you. Can you sign your name here？Our company needs it for confirmation.
B：No problem. Your company takes a serious attitude towards your aftersales service.
A：Surely，we must. Therefore we can keep improving.
Part Ⅲ Workplace Practice
Ⅰ. Complete the following dialogue.
Dialogue A
A：Can I help you？
B：Yes. I bought a camera in your store and used it for some time，but now the camera doesn’t work properly. It’s not focusing at all！I would like you to give me a replacement！
A：Let me have a look. En，yes，it can’t work well！It’s a production problem，indeed！
B：In fact，I used it carefully and took care of it properly by the instruction book.
A：Eh，it gets a good protection. Can you give me the receipt？
B：Here it is！
A：Oh，I am sorry！It has passed the warranty period. We can’t replace it for you！
B：Yes，it’s my fault！But you can look for the record of my expenditure in your computer！As a matter of fact，I’m the member of your store！As a regular customer，can I get an extra privilege？
A：Please wait a second！Yes，and you have a good credit expenditure in our store！So，we can give you a privilege that we will give a replacement for you！
B：Thanks for your good service and extra help！
A：It’s my pleasure！
Dialogue B
A：Hello，City Water Works，how may I help you today？
B：I’m calling concerning my water bill.I think I’ve been overcharged for the past month.
A：I’m sorry to hear that. Why do you think we charged you too much？
B：The bill is 20 tons of water more than last month.
A：I’m sorry to hear that. Let me ask you a few questions and then I’ll see what I can do.
B：OK，thank you for your help.
A：Of course，thank you for calling this to our attention. Now，how much do you usually pay for your water usage？
B：I usually pay about $20 a month.
A：Thank you，and how much did we charge on this bill？
B：$120. I can’t understand why.
A：Yes，Mr.Wilson. Was your usage different in any way？
B：Come on，it was just an average month. We are not talking about one ton more. It’s TWENTY！
A：I’m sorry there certainly seems to be a mistake.
B：Well，I’m happy you agree with me.
A：I’ll send a technician to check your meter. What’s your address，Mr.Wilson？
B：125 ST Kilda Road，Melbourne，Vic 3004.
A：And what’s your phone number？
B：9815-0209.
A：I’m sorry about any inconvenience it has caused. We’ll do our best to make things right.
B：Thank you for your help in clearing this up.
Ⅱ. Translate the following dialogue into English.
A：Excuse me，Sir. May I have a word with the person in charge of the service center？
B：I’m the very person you would like to talk to. Anything I can do for you？
A：Yes，about six months ago，our firm bought 100 sets of machine tools from your sales department. They worked perfectly well until one week ago. We hadn’t had any complaints about them but recently they are not performing properly. I wonder whether you can have them repaired.
B：Of course. I’ll send several technicians to your factory to solve the problem.
A：Thank you. Then how about the repair fee？
B：That will be on your account，as your machines are already beyond our period of guarantee，three months. But the charge could be preferential to you.
A：Okay，when can your technicians come over？
B：They are working in another factory to provide maintenance right now. Let me call them and see whether they have solved the problem. Please wait a moment.（After a while）Hello，I’ve just contacted our technicians. They say they can go to your factory tomorrow morning at about 8：30. Is it convenient for you？
A：That’s wonderful. I appreciate your efficiency and cooperation.
B：To provide customers with excellent aftersales service is our promise. You may go back and wait for our maintenance staff in your factory tomorrow morning. They will be there on time.
A：Thanks again.
B：You’re welcome. If you have further questions，you can contact us by phone at 400-8787 and save yourself a journey.
A：Oh，I see. Thanks.
Ⅲ. Make a short speech（3 minutes）.
1. The importance of providing good aftersales service；
2. Suggestions on how to provide good aftersales service and keep customers happy.
Good morning，everyone. It’s my pleasure to be here to speak to you. Today I will focus on how to provide good aftersales service. Aftersales service is important because it helps to ensure that customers are satisfied with their purchases and in case of any difficulty installing or setting up equipment，they can receive help. A happy customer will be loyal and will advertise your company for the great service they receive thus keeping your company making sales. Here I would like to offer some suggestions on providing good aftersales service.
The first suggestion is your returns policy and your contact details should be easy to find and simple to understand. If you are going to offer any aftersales service care，then it is vitally important that this is easy to find and reach because otherwise you will find yourself simply annoying customers further whilst they try to get in touch.
Customer care is a vitally important element of business，so the second one is that you need to make sure your staff can offer the appropriate level of service. By training your staff properly to be able to deal with conflict resolution，you will reduce the problems that you face with customers and find it easier to resolve problems.
The third suggestion is to provide good returns policy. Returns are expensive for companies because the product can then rarely be resold and is often counted as waste. Offering a good returns policy，however，is a step that will make you more reputable as a company. Many large companies offer 14 day return policies and you will be compared to this. Remember that retaining customers is more valuable than the return of a single product，so offering this service is a good thing to do for business development.
My last suggestion is to make up for mistakes in a prompt manner. In any business there will inevitably be mistakes and it is vitally important that you make up for these however possible. Even if the mistakes are not because of failures in your business，leaving a customer dissatisfied is not an option because this will lead to a bad reputation. Making up for mistakes is an important step in managing business relations and offering discounts on future purchases is a good way to do this. As well as placating the customer，this will then encourage them to buy from you again. This in turn enables you to utilize another chance to satisfy them and ensure that they get the service you intend to give.In conclusion，no matter what the nature of your business，if you fail to keep your customers happy you will not be in business very long. Keeping customers happy over the long run requires a great deal of time and dedication，but the rewards can be quite substantial. Making the initial sale is only the starting point. In order to be successful，your firm must serve the customer’s needs after the sale as well. That’s all for my speech. Thank you.
Ⅳ. Make a workplace interpretation（3 minutes）.
A：我最近我听到不少顾客对我们工作的抱怨，甚至有一些是从我们最忠实的顾客那里传来的。李贺，你是怎么看的？
B：We’ve had a lot of problems with certain items from a new manufacturer. We’ve handled it according to the store policy of giving a refund or an exchange. Feedback from our staff indicates some customers think our quality control is lax.
A：从顾客的立场来想，他们是没有错的。当然这也不是我们的错。问题是，接下来我们做了什么了吗？是否有什么跟进措施？
B：We’ve contacted Purchasing，and they’re dealing with the manufacturer right now.
A：那还不够！既然我们已经听到那么多的不满，我们就必须立即把那些商品撤出货架，直到供应商确保其产品合格才能上架。
B：All right. I’ll talk to the department manager about it. Shouldn’t be a problem，but it’ll probably take them a day or two to restock the empty space.
A：那没问题。企业能否长期处于不败之地，很大程度上取决于他们是否已培养起一个稳定而可信赖的客户群，要做到这一点的最佳方法就是正确对待客户。
B：Yes. We will do everything we can to retain our customers.
A：对的，我们必须积极主动地与购买了那些不合格商品的顾客取得联系，并寄一张下次购物使用的优惠券。
B：I’ll get on it right away.
A：好的。谢谢你。
Unit 14 Establishing a Business Relationship
Part Ⅰ Situational Dialogues
Practice 1
Task 2：Simulated situational conversation.
（A：Frankie Moore；B：Diana Johnson）
A：Good morning. This is Frankie Moore from Hong Kong Bio Paint. May I speak to Mr.Wilson？
B：I’m sorry. He is not in at the moment. This is Diana Johnson from PR Department. May I help you？
A：Yes，thanks. We are a manufacturer of interior paint in Hong Kong，and I am very glad to have Mr.Wilson’s card during the China Coating Show（CCS）this August in Shanghai. However，in the show I was so busy that I had no time to talk with him for more details.
B：Well，but he is out of office to visit customers.
A：I’m just checking about your usage situation. Are you using a great amount of interior paint？If yes，which brand takes the major part？
B：Well，as far as I know we are using quite a lot of interior paint from Nippon Paint.
A：So，may I know which types，please？For many types from Nippon Paints，we have the similar types to well-match，such as odorless paint，anti-bacteria paint. But our price is more favorable.
B：I’m sorry that I do not know the details. You should check with Mr.Wilson.
A：OK，thanks anyway. I will email Mr.Wilson about the details. Could you inform him of my calling when he comes back？
B：Sure.
A：Thank you very much.
B：You’re welcome.
Practice 2
Task 2：Simulated situational conversation.
（A：Li Ming，B：Mr.Moore）
A：Welcome，Mr.Moore. I’m Li Ming. It’s my pleasure to show you around the factory.
B：Thank you，Mr.Li. That’ll be most helpful.
A：That is our office block. We have all the administrative departments there. Down there is the R&D section.
B：I see. How much do you spend on research and development each year？
A：About 3%-4% of the gross sales.
B：That is good. What’s the building opposite us？The warehouse？
A：Yes. We keep a stock of the faster moving items so that urgent orders can be met quickly from stock.
B：How big is your factory？
A：It covers an area of 55，000 square meters.
B：Wow，it’s much larger than I expected. When was it founded？
A：In the middle eighties，with a registered capital of two million yuan. We’ll soon be celebrating the 30th anniversary.
B：Congratulations！How many employees do you have here？
A：250 in the workshop and 38 in the office. We’re running on three shifts. Well，here we’re at the production shop. Shall we start with the assembly line？
B：That’s fine.
A：Mr.Moore，please put on the helmet and the jacket，for the concern of safety and hygiene.
B：Yes，right.
A：Now please watch your step. Here you can see the filling，capping，labeling and packaging are all done by machine.
B：That’s good. How about the reject rate？
A：The reject rate is normally less than 2%. All products have to go through five checks in the whole manufacturing process.
B：How about the monthly output？
A：100，000 units per month now and 2，000 more from next month after we upgrade some equipment.
B：That is impressive.
Practice 3
Task 2：Simulated situational conversation.
（A：Mr.Wilson，B：Mr.He）
A：What is your company’s main product？
B：Our leading product is Bono Olive Oil. It sells fast in many big cities all over China and has recently been exported to America.
A：What is your annual production of olive oil？
B：We produce more than 250，000 tons every year.
A：Are there any other products in your company？
B：Yes，besides olive oil，we also produce other edible oils，eggs，vegetables and animal food to meet the market demand.
A：How many departments are there in your company？
B：This stock company consists of seven departments：Production，Purchasing，Finance，Auditing，Investment & Securities，Marketing，and R&D.
A：How many employees do you have？
B：We have 600 staff in all so far. 35% of them have a Bachelor’s degree.
A：Good. You see，we’re interested in establishing a joint venture with a Chinese partner. It seems your company is one of our choices. But one more thing I’d like to know is your financial standing.
B：I can assure you that we have a sound financial standing. You can consult our bank — Standard Chartered Bank，Guangzhou branch，or our local chamber of commerce. I believe you’ll find us trustworthy and reliable.
A：Good. May I ask about your capital？
B：Yes，our registered capital is 30 million yuan. We were listed on the Shenzhen Stock Exchange a year ago，and presently we have a market capitalization of 60 million yuan. Last year our net profit was 10 million yuan.
A：That’s impressive. Thank you for your information. I’ll share it in the next board meeting.
B：Not at all. I have a feeling that there are bright prospects for us to cooperate in this field. We look forward to hearing good news from you.
Part Ⅲ Workplace Practice
Ⅰ. Complete the following dialogue.
Dialogue A
A：Why are these factories on the black list of our company？
B：Because they are dishonest. We will never do business with them. Now let me brief you on the black list.
A：Are you sure you have time？You told me you had to deal with the correspondence first.
B：Well，I am done with that. A few companies asked for our new product samples by correspondence. They want to cooperate with us. I have asked a courier to deliver the samples to them.
A：They want to cooperate with us because the competition is becoming more and more cut throat.
B：Yes. If two companies cooperate by setting up a deal，they become more powerful to compete with other companies. OK，now let us look at the black list.
Dialogue B
A：Hi，my name is Steven. I am a Finnish car dealer.
B：I am Nancy. Nice to meet you. I own a domestic car factory in Thailand.
A：Actually I have heard a lot about your factory. You have just set up a joint venture with an Italian company. Is that right？
B：Oh，yeah. Personally，I think cooperation is very important. So I have been looking for opportunities to cooperate with European companies and maintain good business relations with them.
A：I agree. Cooperation is important. That is how we maximize profits. If you continue to do business with other European companies in the future，let me know if you need any help from me.
B：Thank you. Maybe I will need you to act as a middleman.
Dialogue C
A：Please have a seat，Mr.Bruno Simon. My name is Cathy Smith. My secretary Lily told me you own a multinational company in Singapore，right？
B：Yes，Miss Smith. I have been seeking cooperation in overseas market. That is why I came to China.
A：Great. Actually we have been in partnership with a few multinationals in Singapore，and we’d been honored if we could cooperate with you.
B：Well，I like Chinese people. Chinese people always prioritize everything to manage time well.
A：It’s important to prioritize. After all，time is money. Mr.Simon，if we cooperate，I hope we can have an excellent rapport with each other.
B：Yeah. Besides，let us do our best to make cost reductions.
Ⅱ. Translate the following dialogue into English.
A：Hello，Mr.Smith. Nice to see you again！Please come and sit down.
B：Thank you. I’m so glad to see you again. I had a look yesterday. The pamphlet gives a good introduction of your company，and now I have some knowledge of your export business.
A：Is there anything you are particularly interested in？
B：Yes，there is. But the price of some items is much higher than usual.
A：This price list is only a guideline. If you order in bulk，the price will be lower. Why not have a look at our samples first？Considering the good quality，you will find the prices rather attractive.
B：Surely we will talk about the price later. Hmm，I can feel the good quality.
A：This is our newly developed product. Would you like to see it？
B：Why not？
A：It has only been on the market for a few months，but it is already very popular in Europe. So the product will find a ready market in your country.
B：Good. Now I have a feeling that we can do a lot of trade in this line. We wish to establish business relationship with you.
A：Your desire coincides with ours.
B：I will share with my colleagues about your company and we will decide an order as soon as possible.
A：That sounds good！And I will make a reasonable offer as I receive your enquiry about certain goods.
B：I hope everything is smooth.
A：I hope so，too.
Ⅲ. Make a short speech（3 minutes）.
Good morning，everyone. My topic today is how to establish business relations and I hope my speech will be of some help to you. To establish business relations with the prospective traders is the first important step in international trade. No customer means no business. For a newly established company，to have a worldwide business contact will guarantee its larger business scope and turnover.
In international business，both the importer and the exporter are usually separated by thousands of miles. If either of them wants to open up the market overseas or to sell or buy something from the other party，first of all，they have to find out whom they are going to deal with. Instead of finding the real partner by themselves，they usually have the following channels to know each other：
·Banks；
·Chambers of Commerce in foreign countries；
·Commercial Counselor’s Office；
·Fairs，Exhibitions&Expositions held both at home and abroad；
·Advertisement；
·Internet.
The information you have obtained about your customers through the above mentioned various channels make it possible for you to communicate，especially in writing，with the new counterparts in the hope of establishing a business relationship. In writing such a letter，you usually include such information as your purpose of writing，the nature of your company and the scope of your business.