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B. Which of the words and phrases below best express your idea of
the quality of goods and services.
glamorous, luxurious, simple, functional, cool, beautiful, ordinary, comfort-
able, reliable, fashionable, corresponding to high (low) standards, well-
known, genuine, value for money, expensive, made in (country), long-
lasting, hand-made, well-designed, traditional, modern, mass-produced
C. Look at these sayings. What do they mean? Which of the ideas do
you agree with?
1. ‘They don’t make them like they used to.’
2. ‘Quality not quantity.’
3. ‘You get what you pay for.’
4. ‘Don’t judge a book by its cover.’
D. Discuss these questions.
1. What do you understand under the term the quality of goods?
2. Can you say the same about the quality of services?
3. How do you react if you are dissatisfied with a product or service?
4. Which of the following do you prefer to do?
a) To make a complaint and claim a refund
b) To pretend that everything is all right and go away
c) To discuss with your friends or relatives your bad experience
READING
A. Read the dialogue below and decide whether these statements are
true or false.
1. Dmitry Vasilyev is dissatisfied with the service of the company which
John Cartwright represents.
2. The main problem is the short-delivery of the ordered equipment.
3. It took the company one week to deliver equipment.
4. Mr. Vasilyev also complains of the inappropriate packaging which led
to the damage of the equipment in one of the containers.
5. The parties have to go through arbitration procedures.
B. In pairs discuss these questions.
1. Is it necessary for Mr. Vasilyev to go through arbitration procedures if
the parties don’t solve the problems themselves?
2. What other steps would you recommend?
3. Do you think such problems often take place nowadays?
4. What should be done to avoid them?
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