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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:stri
2、ctsafetymeasuresPartIINetshoppingunderfireA.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
3、:payment8:servicePartIIIBankingathomeA.Keys:1:limitedopeninghours2:Onlinebankingservices3:gettingcurrentinformationonproducts4:e-mailingquestionstothebank5:competingforcustomers6:havingnocomputersathomeB.Keys:1:ItisbankingthroughtheInternet.2:'Onlinebanki
4、ng'offersconveniencewhichappealstothekindofcustomerbankswanttokeep.3:Banksmostwanttokeeppeoplewhoareyoung,well-educated,andhavegoodincomes.PartIVMoreaboutthetopic:SecretofGoodCustomerServiceB.Keys:..EnglishGoodCustomerService(Harrods)1:inapleasantenvironm
5、ent2:Secondtonone3:differentcustomers,takealookateverything,alternatives,cometosalesassistants4:firstcontactwiththecustomerAmericanGoodCustomerService(Saks)1:humanside,family,occasionsinlife,apartnership2:repeatbusiness,salesPartVDoyouknow…?Keys:1:c2:a、b、
6、c3:a、b、c4:c5:c6:bTapescriptPartIGettingreadyC.Consumerswhowanttoshoponlinearesuggestedtobearthefollowingthingsinmind:Evaluatethesite.Alwaysbuygoodsfromwell-knownandtrustworthycompanies.Dealwithcompanieswhichoffercustomerservice,acomplaintsprocedureandhave
7、arefundpolicy.Talktomerchant.E-mailandwaitforreponses.Takedowntheaddressesandphonenumbersofthosecompaniesandmakesuretheyarerealbycallingthemupbeforebuyinganyproductsandservices.Ensuresecureconnection.Sincebuyersmustsubmitpersonalinformationlikenumberandex
8、pirydateofthecardtherearefearsoversecurity.Dealwithsitesthatapplystrictsafetymeasuresthatrequireshopperstogivespecificdataknownonlytocardholdersbeforemakingthetransaction.Beextracarefulatacybercafeorotherpublicconne
