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1 Shopping and Banking Online

Part I Getting ready

B. Spot dictation. Fill in the banks with the words you hear. Tapescript:

We have just two more days to “shop till you drop” till Christmas, and that typically means a lot of last minute shopping. And though buying with a mouse is still tiny compared to shopping with your feet online retailing is more popular than ever. Christmas shopping in the street is great sometimes. But when you’ve just got to get a bunch of shopping done and you want to have something to send to a third-party location, it’s much better online. In the U.S., online shopping is predicted to be 30% ahead of last December, while mails can expect less than a 6% increase in sales. In Britain, Europe’s biggest e-tailing market, online gift-buying is expected to grow by 50%, with $8 billion worth of goods sold through the net in the November to January period. C. Listen to a news report. Supply the missing information.

Tips for staying safe on the Net Major points 1. Evaluate the site 2. Talk to merchant/Email and wait for response 3. Ensure secure connection 4. Be extra careful at a cybercafé or other public connection Part Ⅱ

A. Main problems of online shopping

● Long time waiting for delivery or even no delivery (about 8%) after ordering ● No clear information about delivery charges

● A danger that customers’ personal information would be sold to a third party (as many as 87% of the sites)

● No policy on returning goods (about 47% of the companies)

● No confirmation of the order (about 35% of the sites ) and the dispatch (as many as 87% of the sites)

● No money back more than four months after returning goods (in two cases) B Now listen again. Complete the summary.

Details (key words) Well-known/trustworthy/ customer service/ complaints procedure / refund policy. Addresses / phone numbers/ call up Strict safety measures Summary:

The survey shows in spite of the convenience and choice offered by Net shopping there are still many obstacles that prevent consumers from shopping with complete trust. One of the biggest problems is to build consumers’ trust in buying online. It takes time for the Internet to become mature as a retail channel when it gives support to trust relationships with guarantees of payment and service. Part Ⅲ Banking at home A. Outline

1. Some problems of the walk-in bank

A. standing in long lines B. running out of checks C. limited opening hours 2. Online banking services

A. viewing accounts B. moving money between accounts C. applying for a loan D. getting current information on products E. paying bills electronically F. e-mailing questions to the bank 3. Reasons for creating online services

A. competing for customers B. talking advantage of modern technology 4. Inappropriateness of online banking for some people A. having no computers at home.

B. preferring to handle accounts the traditional way

B. Now try this: listen to a more authentic version of the material. Then answer the questions.

1. What is “interactive banking”? It is banking through the Internet.

2. Why can “online banking” compete of customers?

“Online banking” offers convenience which appeals to the kind of customer banks want to keep.

3. What kind of customers do banks want to keep?

Banks most want to keep people who are young, well-educated, and have good incomes. Part Ⅳ

B. Now listen to an interview discussing English and American good customer services. Compare the services and supply the missing information. English Good Customer Service (Harrods) American Good Customer Service (Saks) 1. offering products in a pleasant 1. focusing more in the human side of environment 2. before sale, during sale and after sale Service—second to none 3. different approaches to customers Example: European American customers customers Let them take a Approach them Look at everything Show them Let them come to alternatives Sales assistants 4. good & successful first contact with the customer—most important Part Ⅴ Tapescript:

“Everybody loves a bargain,” this is a common American saying. A bargain is something you buy for less than its true value. It is something you might not buy if it costs more. One person’s useless ugly object can be another person’s bargain. So many Americans put it outside with a “for sale” sign on it and they have a yard sale.

Just about anything can be sold a yard sale: clothing, cooking equipment, old toys, tools, books and chairs, even objects you think are extremely ugly or useless. You may have an electric light shaped like a fish. You may greatly dislike its looks, but it may be beautiful to someone else. Usually the seller puts a price on each object. But the price can almost always be negotiated. The price of a table, for example, might be marked ＄10. But the seller may accept 8. If the table has not been sold by the end of the day, the seller probably will take much less.

Some people go to yard sales because it is part of their job. They earn their livings by buying old things at low prices then selling them at higher prices. Many others, however, go to yard sales just to have fun. They say it is like going on a treasure hunt. Sometimes they really do find the treasure.

Ned Jaudere did. The Boston Globe newspaper says Mr. Jaudere has been collecting native American Indian objects since he was a young man. Last year, he stopped at a yard sale in the northeastern city of Worcester, Massachusetts. He paid $125 for what everyone

selling a. trying to know about lifestyle / family/ income / occasions in life different b. forming a partnership between the customer and the sales associate 2. developing customers 3. measuring selling effectiveness / good quality staff by repeat business not by sales. thought was an old wooden club. Mr. Jaudere thought it was something else. Two days later, he confirmed that the club had been used by the Wampanoag Indian leader known as King Philip. King Philip used it during his war with the white settlers at eastern Massachustetts in 1675. The historic weapon had been stolen from a museum in 1970 and had been missing ever since. Mr. Jaudere learnt the war club was valued at about $150000 but he did not sell it or keep it. Mr. Jaudere returned the club to the museum near Boston, Massachusetts from which it was stolen. Questions:

1. Which of the following is a common American saying? 2. What can be sold at a yard sale? 3. Why do people go to a yard sale? 4. When was the old wooden club stolen? 5. What was the real value of the club? 6. Why was the club at a great value?