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Unit 4 Reply to technical enquiries
Starting up
About the unit
In business, after-sales service is an important part ofthe services enterprises offer. Providing good
after-sales service helps to strengthen the brand image and develop brand loyalty. We need to know
how to approach a customer who has technical enquiries and basic communication soft skills are
also necessary. This unit presents ways of understanding customers’ problems and of replying
carefully and helpfully to their technical enquiries.
Teaching objectives
When teaching this unit, the T should enable Ss to
note down specific information about technical enquiries, including customer information and
technical details (Set the task & Prepare for the task);
listtwo to three key points theyneedto considerwhen replying to technical enquiries (Develop
the strategies);
reply to customers’ technical enquiries (Fulfil the task & To extend).
Teaching suggestions
The T can present this unit in different ways. A product-oriented approach is suggested. With this
approach, the T can guide Ss through the output task by showing them how to collect relevant
information and how to use appropriate communication skills.
Motivating
Ask Ss to think about how to reply to a customer’s technical enquiries appropriately.
Enabling
Scenario
Introduce “Scenario” and help Ss to get background information about the task, e.g. people’s
identities, relationship among characters, etc.
Ask Ss to discuss in pairs what preparations need to be made before replying to customers’
enquiries.
Explain the language tip.
Set the task
Ask Ss to listen to the conversation and ask them what the task is forNick.
Listen again and get Ss to finish the tasks in “Understand the text”.
Explain the vocabulary.
Check Ss’ answers to the tasks in “Language in focus”.
职场实用英语交际教程（初级）—教师用书_Unit 4.pdf
(2.75 MB, 需要: 10 个论坛币)
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