Λύσεις — Κεφάλαιο 62: Can Get No Satisfaction (σελ. 299-303) – ENGLISH FOR OFFICE CLERKS Β ΕΠΑΛ

ENGLISH FOR OFFICE CLERKS Β ΕΠΑΛ ENGLISH FOR OFFICE CLERKS Β ΕΠΑΛ – ΛΥΣΕΙΣ – ΑΠΑΝΤΗΣΕΙΣ Ασκήσεων Σχολικού Βιβλίου Λύσεις — Κεφάλαιο 62: Can Get No Satisfaction (σελ. 299-303) – ENGLISH FOR OFFICE CLERKS Β ΕΠΑΛ

Λύσεις — Κεφάλαιο 62: Can Get No Satisfaction

Ενδεικτικές λύσεις των 13 φιλτραρισμένων ασκήσεων της ενότητας (σελ. 299-301): 8 ερωτήσεις κατανόησης/κρίσεως (A. Questions) + 5 κλειστές ασκήσεις λεξιλογίου/γραμματικής (B. Exercises). ΕΚΤΟΣ το μπλοκ «Listen to the passage and say if the following statements are true or false» (10 ερωτήσεις, απαιτεί ήχο).

Ερώτηση 1 (σελ. 300)

Ερώτηση: How are marketers trying to win customers?

Απάντηση:

Αυτούσιο (σελ. 299): «Marketers spend their time trying to win customers through advertising, public relations, design and other traditional promotional activities».

Σύνοψη: (ενδεικτική) Marketers are trying to win customers through advertising, public relations, design and other traditional promotional activities.

Ερώτηση 2 (σελ. 300)

Ερώτηση: Which is one of the most important marketing tools?

Απάντηση:

Αυτούσιο (σελ. 299): «many are missing one of the most important marketing tools: customer relations and the art of retaining customers».

Σύνοψη: (ενδεικτική) Customer relations and the art of retaining customers.

Ερώτηση 3 (σελ. 300)

Ερώτηση: Is it true that if a company gets no complaints from customers, they have succeeded in their product line or service?

Απάντηση:

Αυτούσιο (σελ. 299): «This, however, is far from the truth. These companies don't know how many dissatisfied customers they have because most dissatisfied customers do not complain».

Σύνοψη: (ενδεικτική) No, it isn't. This is far from the truth: these companies don't know how many dissatisfied customers they have, because most dissatisfied customers do not complain.

Ερώτηση 4 (σελ. 300)

Ερώτηση: Which are the three main reasons for not complaining?

Απάντηση:

Αυτούσιο (σελ. 299): «First, it is not worth the time and effort to complain. Second, the consumer doesn't know where or how to complain... And third, there is a general belief that the company will not do anything about the problem».

Σύνοψη: (ενδεικτική) First, it is not worth the time and effort to complain. Second, the consumer doesn't know where or how to complain. Third, there is a general belief that the company will not do anything about the problem even if a complaint is made.

Ερώτηση 5 (σελ. 300)

Ερώτηση: Which of these three reasons, do you think, is the most important one?

Απάντηση:

Σύνθεση από το κείμενο (σελ. 299): και οι τρεις λόγοι αναφέρονται ισότιμα, χωρίς ιεράρχηση από το ίδιο το κείμενο.

Σύνοψη: (ενδεικτική) In my opinion, the most important reason is the general belief that the company will not do anything about the problem, because it discourages consumers from complaining even when they know how to complain and have the time to do it.

Κριτήρια αξιολόγησης:

Ερώτηση κρίσεως, ενδεικτική/υποκειμενική απάντηση.

Ερώτηση 6 (σελ. 300)

Ερώτηση: If you were dissatisfied with a product you bought, would you complain or not? Why?

Απάντηση:

Σύνθεση από το κείμενο (σελ. 299): σύνδεση με το επιχείρημα ότι «complaints are a key to sales».

Σύνοψη: (ενδεικτική) Yes, I would complain, because, as the text says, complaints are a key to sales: they give the company the chance to deal with the problem and give me the chance to get satisfaction instead of simply remaining dissatisfied.

Κριτήρια αξιολόγησης:

Υποθετική ερώτηση κρίσεως, ενδεικτική απάντηση.

Ερώτηση 7 (σελ. 300)

Ερώτηση: What happens when consumers complain and receive satisfaction?

Απάντηση:

Αυτούσιο (σελ. 299): «When consumers complain and receive satisfaction and the complaint is dealt with very quickly, the retention of business level goes up to almost a 100%».

Σύνοψη: (ενδεικτική) When consumers complain and receive satisfaction and the complaint is dealt with very quickly, the retention of business level goes up to almost 100%.

Ερώτηση 8 (σελ. 300)

Ερώτηση: Would you remain loyal to a company if you complained to them and received satisfaction?

Απάντηση:

Σύνθεση από το κείμενο (σελ. 299): «the retention of business level goes up to almost a 100%» όταν η ικανοποίηση δίνεται γρήγορα.

Σύνοψη: (ενδεικτική) Yes, I would remain loyal to the company, because a quick and satisfactory answer to my complaint would show that the company cares about its customers; this is why, according to the text, the retention of business level then goes up to almost 100%.

Κριτήρια αξιολόγησης:

Υποθετική ερώτηση κρίσεως, ενδεικτική απάντηση.

Άσκηση 1 (σελ. 300)

Ερώτηση: Fill in the blanks with the proper tense of the verbs in brackets. a. He ………..…........... for two hours. When is he going to finish? (work) b. Look! Somebody ………..…........... that window. (break) c. Your eyes are wet. ………..…........... you ………..…...........? (cry) d. My father ………..…........... me how to drive when I was 17. (teach) e. Where ………..…........... you ………..…........... last night? I ………..…........... you several times but there was no answer. (go, call) f. Ann will ring you up, when she ………..…........... . (come) g. Please, let me know, when you ………..…........... him. (meet) h. The children ………..…........... never ………..…........... to an art gallery before. (be)

Απάντηση:

Χρόνοι: present perfect continuous (a, c), present perfect (b, h: «never ... before» χωρίς αναφορά σε παρελθοντικό σημείο), past simple (d, e), present simple μετά το χρονικό «when» με μελλοντική σημασία (f, g).

Σύνοψη: a. has been working. b. has broken. c. Have ... been crying. d. taught. e. did ... go / called. f. comes. g. meet. h. have ... been.

Κριτήρια αξιολόγησης:

Στο h δεκτό και το «had never been» μόνο αν υπάρχει αναφορά σε σημείο του παρελθόντος.

Άσκηση 2 (σελ. 300)

Ερώτηση: Give the opposites of the adjectives given below: a. important, b. simple, c. dissatisfied, d. unhappy, e. efficient, f. lazy, g. capable, h. different, i. interesting, j. friendly. Now use one or more of the adjectives in the above list — or their opposites — to describe the following nouns: worker, book, face, customer, girl, person, machine.

Απάντηση:

Κάθε επίθετο αντιστρέφεται στο αντίθετό του.

Σύνοψη: (ενδεικτική) a. unimportant. b. complicated/complex. c. satisfied. d. happy. e. inefficient. f. hard-working/diligent. g. incapable. h. similar/same. i. boring. j. unfriendly. — Εφαρμογή (ενδεικτικά): a hard-working worker, an interesting book, a happy face, a satisfied customer, a friendly girl, an efficient person, an efficient machine.

Κριτήρια αξιολόγησης:

Το δεύτερο σκέλος (εφαρμογή σε ουσιαστικά) έχει περισσότερους από έναν αποδεκτούς συνδυασμούς — ενδεικτικές απαντήσεις.

Άσκηση 3 (σελ. 300)

Ερώτηση: Complete the following sentences so that they make sense. a. If ………..…..........., you will not get any new orders. b. If ………..…..........., you should tell them. c. If ………..…..........., it would have sold well. d. What would you do, if ………..…...........? e. You must complain, if ………..…........... . f. Very few consumers will remain loyal to the company, if ………..…........... .

Απάντηση:

Άσκηση δομής υποθετικού λόγου (α΄, β΄, γ΄ τύπος υποθετικών προτάσεων), με ελεύθερη αλλά γραμματικά καθορισμένη συμπλήρωση.

Σύνοψη: (ενδεικτική) a. If you don't deal with customer complaints properly, you will not get any new orders. b. If you know of any defective products, you should tell them. c. If the advertisement had been better, it would have sold well. d. What would you do, if you were dissatisfied with a product? e. You must complain, if a product is defective. f. Very few consumers will remain loyal to the company, if their complaints are not dealt with.

Κριτήρια αξιολόγησης:

Ενδεικτικές, γραμματικά ορθές συμπληρώσεις — αποδεκτές και άλλες ισοδύναμες προτάσεις με σωστή δομή υποθετικού λόγου.

Άσκηση 4 (σελ. 301)

Ερώτηση: Fill in the blanks with the appropriate preposition. a. Marketers try to win customers ………..…........... advertising and public relations. b. The art ………..…........... retaining customers is one ………..…........... the most important marketing tools. c. Customers' complaints are a key ………..…........... sales. d. There are many reasons ………..…........... which customers don't complain. e. There is a general belief that the company will not do anything ………..…........... the problem. f. When a consumer is dissatisfied ………..…........... a major purchase, he is not likely ………..…........... buy the same company again. g. The unhappy consumers will not remain loyal ………..…........... the company. h. If the complaint is dealt ………..…........... quickly, the retention ………..…........... business level goes ………..….... ………..….... almost a 100%.

Απάντηση:

Πάγιες προθέσεις: win customers through, art of, one of, key to, reasons for/which, do anything about, dissatisfied with, likely to, loyal to, dealt with, retention of, goes up to.

Σύνοψη: a. through. b. of / of. c. to. d. for. e. about. f. with / to. g. to. h. with / of / up to.

Άσκηση 5 (σελ. 301)

Ερώτηση: Complete the following table (Noun — Adjective): satisfaction — ……. · ……. — traditional · ……. — promotional · argument — ……. · product — ……. · apathy — ……. · ……. — real · loyalty — ……. · activity — ……. · ……. — domestic.

Απάντηση:

Σε κάθε σειρά δίνεται είτε το ουσιαστικό είτε το επίθετο της ίδιας ρίζας και συμπληρώνεται το άλλο.

Σύνοψη: (ενδεικτική) satisfaction — satisfactory/satisfied. tradition — traditional. promotion — promotional. argument — argumentative. product — productive. apathy — apathetic. reality — real. loyalty — loyal. activity — active. domesticity (home) — domestic.

Κριτήρια αξιολόγησης: