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1、【精品文档】如有侵权，请联系网站删除，仅供学习与交流商务英语2备课笔记Unit 4.精品文档.Unit 41. Cognitive Information（认知信息）: Consumer Satisfaction2. Language Focus（内容重点） Key Words: . bargain, trick, extort, silly, innocent, novelty, whereupon, rush, breathtaking, impertinence, plead, outrage, sane, trifle, extravagant, loo, sticky; . pers
2、uade, rational, checkout, counter, thought-out, 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; .
3、 at other times, for pleasure Word Study: accuse, 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（交际技能） Expressions: Expressions of “Complaining” Practical Reading: Adver
4、tisements of Bargains4. Lexical Knowledge（词汇学知识）: Suffixes: able/ible, al, ant/ent, ary/ory, an/ianbargainan effective sales technique to encourage customers to purchasegarage sale 现场旧货出售chain store 连锁商店five-and-ten-cent store/dime store 廉价商店grocery store 杂货店e-business in the Internet 网上交易supermarke
5、t 超级市场auction market 拍卖市场sky market 露天市场flea market 跳蚤市场（旧货和廉价商品市场）night market夜市public produce market 农产品零售市场street market 路摊secondhand market 旧货市场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 t
6、he shops for bargains?3.Where or when are you most 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 satisfac
7、tion is a business term used to capture the idea 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 th
8、e mechanism of a marketplace. The products the 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 organiz
9、ation is interested in retaining its existing consumers 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 b
10、oth psychological and physical variables. The level 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
11、 quantitatively. In other words, there are no units 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 consu
12、mer agrees or disagrees with the statement.2. Benefits 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
13、; and positive information is frequently spontaneously 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 t
14、hat they have managed to provide products to the 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. Therefor
15、e, a successful purchase is not only beneficial 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 evaluati
16、on of the actual performance of a purchase （product 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 interacti
17、on between expectation of a product and the eventual 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 difference
18、s have an influence on the experience of consumer 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 p
19、revious experience, brand-name perceptions and 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,
20、compulsive shopping can threaten marriages, destroy 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 a
21、nd spending. Shopping or spending money as a result 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 boug
22、ht with cash. Feeling a rush of euphoria and anxiety 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 a
23、bout what was bought or how much money was spent. 1. extort v. to obtain (sth.) by force or threats (from sb.) 勒索2. innocent a. simple-minded 头脑简单的3. board n. a group of directors elected by the shareholders to run a company 董事会4. decent a. fair 公平的5. novelty n. new and unusual thing 新奇事物6. fade v.
24、to cause to lose color, freshness 褪色7. whereupon conj. as a result of which 因此8. breathtaking a. very surprising or shocking 令人吃惊的9. impertinence n. not being appropriate 不适当10. pensioner n. a person who is receiving an amount of money paid regularly by a government or a company because of old age 领
25、取养老金者11. accuse v. to charge sb. with doing wrong, a crime etc. 指控12. pleadv. to answer a charge, saying whether one is guilty or not 认(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 辩护15. circular a. round 圆
26、的16. saw n. a tool with a row of teeth on the edge for cutting hard materials 锯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；有点21. extravagant a. wasteful of money 奢侈的22. chop n. a small piece
27、of meat on a bone 排骨23. tremendous a. very great 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 探寻27. stickya. joining with glue or paste 粘性的28. prohibit v. to forbid by law or rule 禁止1. to
28、start withat the beginning; initially 首先；起初2. mightmay as wellthere is no reason why (one) shouldnt (do sth.) 还是(做)的好3. for the sake offor the good or advantage of 为的缘故4. in ones defense to protect somebody against attack 为辩护5. as thoughas if 似乎6. for ones lifetimefor the time during which one is al
29、ive 一生7. pile upto cause to form into a mass or large quantity 堆积8. serve sb. right to be a good punishment for somebody 活该9. all the same in spite of this 尽管如此10. fall for to be tricked into believing something that is not true 上的当1. Gorge Mikes: a Hungarian writer who lived in Britain. The passage
30、 is from his work How to be poor.2. . takes the 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: T
31、here is no good reason why one should not buy it 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
32、old English monetary system. After the adoption 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
33、which, one pound is equal to 100 pence.9. provided: on condition that; if and only if. (只要)10. roller-skate: a frame with 4 wheels for fitting under a shoe or a shoe with wheels fixed on it for using on any smooth surface in the way that ordinary skates are used on ice. (旱冰鞋)11. . has been a trifle
34、extravagant: has wasted quite a sum of money on something that is unnecessary in ones daily life. Here “a trifle” means “a little”.12. It will never occur to her that.:She will never realize or think of that.13. . she could make a living out of it: . she could save a considerable sum of money which
35、will be quite enough to cover her daily expenses.14. . (their guests) would feel rather strange whenever they were offered sugar to put into the coffee: People usually put lumps of sugar into coffee and tea rather than granulated sugar (砂糖). That is why their guests would feel strange when they were offered sugar to put into the coffee. However, to add granulated sugar to coffee is a common practice in the US.15. . fall for this trick: are cheated by the clever act which makes someone believe something that is not true.