________improveyourservice,youneedtomakemarketsurveyssoastoknowwhatyourcustomersarethinkinganddemanding.

________yourcustomerswhattheyneedandmorethantheyexpectwillleadcustomerstoreturntoyou.

Everybusinesshasitsupsanddowns,andso________everyperson.

—Hello,David!Ihaven’theardfromyouforalongtime.Howhaveyoubeenrecently?—_________________________________.

—Hi,Lily,what’supwithMike?IheardthebossyellingatMikeearliertoday.—_________________________________.

—IbetthatMikewishedyouhadtoldhimthatearlier.—_________________________________.

IbetthatMikewishedyou________himthatearlier.

Inthiswayyouwillstay________inthesechangingtimes.

Itisbettertotellsomeonetogetit________.

—Oh.Butwhydidn’thejustownupandtellsomeone?—_________________________________.

Thequality,specificationsandpricesare________inourcontract.

There-examinationresultsindicatethatone-thirdofthegoodsarenot_____standard.

Weareentitledtocancelitifyoufailto_____thecontract.

Wetryourbestto_____yourrequirement.

—Yourrequestforpensationmademesurprised.Whathappened?—_________________________________.

WhydidDavidcallJohn?

What’swrongwiththegoodswhichDavidhasbought?

HowdidDavidprovethatthegoodshavequalityproblems?

WhatcanDaviddoifthegoodsdonotmeettherequirements?

HowdidJohnfacethisplaint?

It’sclearthatsuccessandfailureareimportantandmontopics.Everybusinesshasitsupsanddowns,andsodoeseveryperson.Inotherwords,sometimeswesucceedandsometimeswefail.AnothermonwayofsayingthisisYouwinsomeandyoulosesome.Nobodywinsallthetime,noteveninthegreatsuccessstoriesthatwereadorhearabout.Thinkofasuccessfulentrepreneur.Now,doyouthinkthatpersonachievedgreatsuccessonhisfirstattempt?In99%ofcases,theanswerisno.Everysuccessfulbusinesspersonlearnedthroughfailure.Nowhavealookatyourfavoritebusinessnewssite.You’llseethatalmosteverystorycanbeputintoeitherthecategoryofsuccessorthatoffailure.Businesseseithergroworshrinkbuttheydon’tremainthesame.Everypersonhashisorherupsanddowns.

AmonsayingYouwinsomeandyoulosesomemeansthatsometimeswesucceedandsometimeswefail.

99%ofsuccessfulbusinessmenachievedgreatsuccessontheirfirsttry.

Successfulbusinessmenlearnthroughfailure.

Businesseseithershrinkorremainthesame.

__AND__It’sclearthatsuccessandfailureareimportantandmontopics.Everybusinesshasitsupsanddowns,andsodoeseveryperson.Inotherwords,sometimeswesucceedandsometimeswefail.AnothermonwayofsayingthisisYouwinsomeandyoulosesome.Nobodywinsallthetime,noteveninthegreatsuccessstoriesthatwereadorhearabout.Thinkofasuccessfulentrepreneur.Now,doyouthinkthatpersonachievedgreatsuccessontheirfirstattempt?In99%ofcases,theanswerisno.Everysuccessfulbusinesspersonlearnedthroughfailure.Nowhavealookatyourfavoritebusinessnewssite.You’llseethatalmosteverystorycanbeputintoeitherthecategoryofsuccessorthatoffailure.Businesseseithergroworshrinkbuttheydon’tremainthesame.Everypersonhashisorherupsanddowns.

AmonsayingYouwinsomeandyoulosesomemeansthatsometimeswesucceedandsometimeswefail.

Ninetyninepercentofsuccessfulbusinessmenachievedgreatsuccessontheirfirsttry.

Successfulbusinessmenlearnthroughfailure.

Businesseseithershrinkorremainthesame.

CLERK：Hello,BigCityElectricity,howmayIhelpyoutoday?PETERS：_____. CLERK：MayIhaveyouraccountnumber?PETERS：Certainly,it’s__.CLERK：Thankyou,isthisMr.Peters?PETERS：Yes,thisisMr.Peters.CLERK：Thankyou.WhatcanIhelpyouwith?PETERS：_____. CLERK：I’msorrytohearthat_____. PETERS：Thebillis300%higherthanlastmonth.CLERK：Terriblysorryforthat.LetmeaskyouafewquestionsandthenI’llseewhatIcando.PETERS：OK,Thankyouforyourhelp.CLERK：Ofcourse,thankyouforcallingthistoourattention.Now,howmuchdoyouusuallypayforyourelectricity?PETERS：Iusuallypayabout$50amonth.CLERK：Thankyou._____ PETERS：$200.Ican’tunderstandwhy.CLERK：Yes,Mr.Peters.Wasyourusagedifferentinanyway?PETERS：No,itwasanaveragemonth.CLERK：I’msorrytherecertainlyseemstobeamistake.PETERS：Well,I’mhappyyouagreewithme.CLERK：I’llcontactaservicerepresentative.Andwhat’syourphonenumber?PETERS：408-533-0875CLERK：_____.We’lldoourbesttochangethisasquicklyaspossible. PETERS：Thankyouforyourhelpinclearingthisup.

—Oh. But why didn’t he just own up and tell someone —

—I bet that Mike wished you had told him that earlier. —

—Hello, David! I haven’t heard from you for a long time. How have you been recently —

We are entitled to cancel it if you fail to the contract.

improve your service, you need to make market surveys so as to know what your customers are thinking and demanding.

CLERK: Hello, Big City Electricity, how may I help you today PETERS:_____. CLERK: May I have your account number PETERS: Certainly, it’s 4392107. CLERK: Thank you, is this Mr. Peters PETERS: Yes, this is Mr. Peters. CLERK: Thank you. What can I help you with PETERS: _____. CLERK: I’m sorry to hear that_____. PETERS: The bill is 300% higher than last month. CLERK: Terribly sorry for that. Let me ask you a few questions and then I’ll see what I can do. PETERS: OK, Thank you for your help. CLERK: Of course, thank you for calling this to our attention. Now, how much do you usually pay for your electricity PETERS: I usually pay about $50 a month. CLERK: Thank PETERS: $200. I can’t understand why. CLERK: Yes, Mr. Peters. Was your usage different in any way PETERS: No, it was an average month. CLERK: I’m sorry there certainly seems to be a mistake. PETERS: Well, I’m happy you agree with me. CLERK: I’ll contact a service representative. And what’s your phone number PETERS: 408-533-0875 CLERK:_____. We’ll do our best to change this as quickly as possible. PETERS: Thank you for your help in clearing this up.

—Hi, Lily, what’s up with Mike I heard the boss yelling at Mike earlier today. —

—Your request for compensation made me surprised. What happened —

—Oh. But why didn’t he just own up and tell someone —

The re-examination results indicate that one-third of the goods are not standard.

It is better to tell someone to get it .

It’s clear that success and failure are important and common topics. Every business has its ups and downs, and so does every person. In other words, sometimes we succeed and sometimes we fail. Another common way of saying this is “You win some and you lose some.” Nobody wins all the time, not even in the great success stories that we read or hear about. Think of a successful entrepreneur. Now, do you think that person achieved great success on his first attempt In 99% of cases, the answer is no. Every successful businessperson learned through failure. Now have a look at your favorite business news site. You’ll see that almost every story can be put into either the category of success or that of failure. Businesses either grow or shrink but they don’t remain the same. 1. Every person has his or her ups and downs.{T; F} 2. A common saying “You win some and you lose some” means that sometimes we succeed and sometimes we fail.{T; F} 3. 99% of successful businessmen achieved great success on their first try.{T; F} 4. Successful businessmen learn through failure.{T; F} 5. Businesses either shrink or remain the same.{T; F}

—Hello, David! I haven’t heard from you for a long time. How have you been recently —

—I bet that Mike wished you had told him that earlier. —

—Hi, Lily, what’s up with Mike I heard the boss yelling at Mike earlier today. —

In this way you will stay in these changing times.

Every business has its ups and downs, and so every person.

Why did David call John{A; B; C}

What’s wrong with the goods which David has bought{A; B; C}

How did David prove that the goods have quality problems{A; B; C}

What can David do if the goods do not meet the requirements{A; B; C}

How did John face this complaint{A; B; C}

—Your request for compensation made me surprised. What happened —

—I bet that Mike wished you had told him that earlier. —

—Oh. But why didn’t he just own up and tell someone —

The quality, specifications and prices are in our contract.

your customers what they need and more than they expect will lead customers to return to you.

SUCCESS AND FAILURE It’s clear that success and failure are important and common topics. Every business has its ups and downs, and so does every person. In other words, sometimes we succeed and sometimes we fail. Another common way of saying this is “You win some and you lose some.” Nobody wins all the time, not even in the great success stories that we read or hear about. Think of a successful entrepreneur. Now, do you think that person achieved great success on their first attempt In 99% of cases, the answer is no. Every successful businessperson learned through failure. Now have a look at your favorite business news site. You’ll see that almost every story can be put into either the category of success or that of failure. Businesses either grow or shrink but they don’t remain the same. 1. Every person has his or her ups and downs.{T; F} 2. A common saying “You win some and you lose some” means that sometimes we succeed and sometimes we fail.{T; F} 3. Ninety nine percent of successful businessmen achieved great success on their first try.{T; F} 4. Successful businessmen learn through failure.{T; F} 5. Businesses either shrink or remain the same.{T; F}

—I bet that Mike wished you had told him that earlier. —

We are entitled to cancel it if you fail to the contract.

your customers what they need and more than they expect will lead customers to return to you.

—Your request for compensation made me surprised. What happened —

—Hi, Lily, what’s up with Mike I heard the boss yelling at Mike earlier today. —

The quality, specifications and prices are in our contract.

It is better to tell someone to get it .

—Oh. But why didn’t he just own up and tell someone —

In this way you will stay in these changing times.

Every business has its ups and downs, and so every person.

—I bet that Mike wished you had told him that earlier. —

—Hi, Lily, what’s up with Mike I heard the boss yelling at Mike earlier today. —

We try our best to your requirement.

improve your service, you need to make market surveys so as to know what your customers are thinking and demanding.

—Hi, Lily, what’s up with Mike I heard the boss yelling at Mike earlier today. —

—Hello, David! I haven’t heard from you for a long time. How have you been recently —

We try our best to your requirement.

I bet that Mike wished you him that earlier.

—Hello, David! I haven’t heard from you for a long time. How have you been recently —

—Oh. But why didn’t he just own up and tell someone —

The re-examination results indicate that one-third of the goods are not standard.

In this way you will stay in these changing times.

I bet that Mike wished you him that earlier.

—Your request for compensation made me surprised. What happened—

It is better to tell someone to get it .

—Hi, Lily, what’s up with Mike I heard the boss yelling at Mike earlier today. —

We are entitled to cancel it if you fail to the contract.

I bet that Mike wished you him that earlier.

improve your service, you need to make market surveys so as to know what your customers are thinking and demanding.

—Hello, David! I haven’t heard from you for a long time. How have you been recently—

The quality, specifications and prices are in our contract.

Every business has its ups and downs, and so every person.

—Your request for compensation made me surprised. What happened—

The re-examination results indicate that one-third of the goods are not standard.

The quality, specifications and prices are in our contract.

We try our best to your requirement.

Every business has its ups and downs, and so every person.

We try our best to your requirement.

Every business has its ups and downs, and so every person.

—Hello, David! I haven’t heard from you for a long time. How have you been recently—

improve your service, you need to make market surveys so as to know what your customers are thinking and demanding.

—I bet that Mike wished you had told him that earlier.—

In this way you will stay in these changing times.

We are entitled to cancel it if you fail to the contract.

The re-examination results indicate that one-third of the goods are not standard.

The quality, specifications and prices are in our contract.

In this way you will stay in these changing times.

It is better to tell someone to get it .

—Your request for compensation made me surprised. What happened—

We try our best to your requirement.

your customers what they need and more than they expect will lead customers to return to you.

The re-examination results indicate that one-third of the goods are not standard.

It is better to tell someone to get it .

—Oh. But why didn’t he just own up and tell someone—

improve your service, you need to make market surveys so as to know what your customers are thinking and demanding.

The quality, specifications and prices are in our contract.

your customers what they need and more than they expect will lead customers to return to you.

Every business has its ups and downs, and so every person.

In this way you will stay in these changing times.

It is better to tell someone to get it .

improve your service, you need to make market surveys so as to know what your customers are thinking and demanding.

We try our best to your requirement.

The re-examination results indicate that one-third of the goods are not standard.

I bet that Mike wished you him that earlier.

We are entitled to cancel it if you fail to the contract.

your customers what they need and more than they expect will lead customers to return to you.

I bet that Mike wished you him that earlier.

I bet that Mike wished you him that earlier.

your customers what they need and more than they expect will lead customers to return to you.

We are entitled to cancel it if you fail to the contract.