1309 lines
40 KiB
JSON
1309 lines
40 KiB
JSON
{
|
||
"schemaVersion": 1,
|
||
"id": "B1-U07",
|
||
"revision": 1,
|
||
"level": "B1",
|
||
"title": "投诉与协商",
|
||
"categories": [
|
||
"日常",
|
||
"旅行"
|
||
],
|
||
"canDo": "要求退款或补偿，谈出解决办法",
|
||
"status": "draft",
|
||
"meta": {
|
||
"draftedBy": "claude-opus-5",
|
||
"draftedAt": "2026-09-17",
|
||
"sources": [
|
||
"CEFR-J Vocabulary Profile 1.5",
|
||
"CEFR-J Grammar Profile 20180315"
|
||
],
|
||
"reviews": [],
|
||
"frozenAt": null
|
||
},
|
||
"names": [
|
||
"sunny",
|
||
"bay",
|
||
"helen",
|
||
"brown",
|
||
"david",
|
||
"green",
|
||
"jake",
|
||
"greenway",
|
||
"kate",
|
||
"ali"
|
||
],
|
||
"grammar": [
|
||
{
|
||
"id": "142",
|
||
"use": "active"
|
||
},
|
||
{
|
||
"id": "156",
|
||
"use": "active"
|
||
},
|
||
{
|
||
"id": "139",
|
||
"use": "active"
|
||
},
|
||
{
|
||
"id": "62",
|
||
"use": "active"
|
||
},
|
||
{
|
||
"id": "215",
|
||
"use": "receptive"
|
||
}
|
||
],
|
||
"coreItems": [
|
||
{
|
||
"id": "B1-U07-P01",
|
||
"type": "phrase",
|
||
"en": "I'd like to make a complaint.",
|
||
"zh": "我想投诉。",
|
||
"sceneWord": false,
|
||
"match": [
|
||
[
|
||
"make a complaint"
|
||
]
|
||
],
|
||
"example": {
|
||
"en": "I'd like to make a complaint about my room.",
|
||
"zh": "我想投诉我的房间。"
|
||
},
|
||
"review": {
|
||
"prompt": "在酒店前台说你想投诉。"
|
||
}
|
||
},
|
||
{
|
||
"id": "B1-U07-P02",
|
||
"type": "phrase",
|
||
"en": "I'm not satisfied with the room.",
|
||
"zh": "我对房间不满意。",
|
||
"sceneWord": false,
|
||
"match": [
|
||
[
|
||
"not satisfied with",
|
||
"not happy with"
|
||
]
|
||
],
|
||
"example": {
|
||
"en": "We're not satisfied with the service.",
|
||
"zh": "我们对服务不满意。"
|
||
},
|
||
"review": {
|
||
"prompt": "说你对这次的维修不满意。"
|
||
}
|
||
},
|
||
{
|
||
"id": "B1-U07-P03",
|
||
"type": "phrase",
|
||
"en": "It's not what the website said.",
|
||
"zh": "和网站上说的不一样。",
|
||
"sceneWord": false,
|
||
"match": [
|
||
[
|
||
"website said",
|
||
"website says",
|
||
"what the website"
|
||
]
|
||
],
|
||
"example": {
|
||
"en": "The website said the room had a sea view.",
|
||
"zh": "网站上说房间能看到海。"
|
||
},
|
||
"review": {
|
||
"prompt": "说实际情况和网站上写的不一样。"
|
||
}
|
||
},
|
||
{
|
||
"id": "B1-U07-P04",
|
||
"type": "phrase",
|
||
"en": "That doesn't seem fair.",
|
||
"zh": "这好像不太公平。",
|
||
"sceneWord": false,
|
||
"match": [
|
||
[
|
||
"seem fair",
|
||
"seems fair"
|
||
]
|
||
],
|
||
"example": {
|
||
"en": "It doesn't seem fair to pay for a trip we didn't take.",
|
||
"zh": "为没去成的行程付钱，好像不公平。"
|
||
},
|
||
"review": {
|
||
"prompt": "说对方的做法不太公平。"
|
||
}
|
||
},
|
||
{
|
||
"id": "B1-U07-P05",
|
||
"type": "phrase",
|
||
"en": "What can you offer me?",
|
||
"zh": "你们能给我什么补偿？",
|
||
"sceneWord": false,
|
||
"match": [
|
||
[
|
||
"can you offer"
|
||
]
|
||
],
|
||
"example": {
|
||
"en": "What can you offer us for the trouble?",
|
||
"zh": "给我们添了麻烦，你们能给什么补偿？"
|
||
},
|
||
"review": {
|
||
"prompt": "问对方能提供什么解决办法。"
|
||
}
|
||
},
|
||
{
|
||
"id": "B1-U07-P06",
|
||
"type": "phrase",
|
||
"en": "I'm afraid that's not good enough.",
|
||
"zh": "恐怕这样还不够。",
|
||
"sceneWord": false,
|
||
"match": [
|
||
[
|
||
"not good enough"
|
||
]
|
||
],
|
||
"example": {
|
||
"en": "Ten dollars off? I'm afraid that's not good enough.",
|
||
"zh": "只便宜十美元？恐怕这样还不够。"
|
||
},
|
||
"review": {
|
||
"prompt": "礼貌地说对方给的方案不够。"
|
||
}
|
||
},
|
||
{
|
||
"id": "B1-U07-P07",
|
||
"type": "phrase",
|
||
"en": "I'd like a partial refund.",
|
||
"zh": "我想要部分退款。",
|
||
"sceneWord": false,
|
||
"match": [
|
||
[
|
||
"partial refund"
|
||
]
|
||
],
|
||
"example": {
|
||
"en": "We only used the pool for one day, so I'd like a partial refund.",
|
||
"zh": "我们只用了一天泳池，所以我想要部分退款。"
|
||
},
|
||
"review": {
|
||
"prompt": "要求退一部分钱。"
|
||
}
|
||
},
|
||
{
|
||
"id": "B1-U07-P08",
|
||
"type": "phrase",
|
||
"en": "Could you at least give us a discount?",
|
||
"zh": "至少能给我们打个折吗？",
|
||
"sceneWord": false,
|
||
"match": [
|
||
[
|
||
"at least"
|
||
]
|
||
],
|
||
"example": {
|
||
"en": "If you can't change the room, could you at least give us a discount?",
|
||
"zh": "如果不能换房，至少能打个折吗？"
|
||
},
|
||
"review": {
|
||
"prompt": "问对方至少能不能打折。"
|
||
}
|
||
},
|
||
{
|
||
"id": "B1-U07-P09",
|
||
"type": "phrase",
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||
"en": "How about moving us to a better room?",
|
||
"zh": "给我们换个好点的房间怎么样？",
|
||
"sceneWord": false,
|
||
"match": [
|
||
[
|
||
"how about",
|
||
"what about"
|
||
]
|
||
],
|
||
"example": {
|
||
"en": "How about a free dinner instead?",
|
||
"zh": "换成送一顿免费晚餐怎么样？"
|
||
},
|
||
"review": {
|
||
"prompt": "提议换一个安静点的房间。"
|
||
}
|
||
},
|
||
{
|
||
"id": "B1-U07-P10",
|
||
"type": "phrase",
|
||
"en": "That sounds reasonable.",
|
||
"zh": "这听起来合理。",
|
||
"sceneWord": false,
|
||
"match": [
|
||
[
|
||
"sounds reasonable",
|
||
"sounds fair"
|
||
]
|
||
],
|
||
"example": {
|
||
"en": "A 30% refund? That sounds reasonable.",
|
||
"zh": "退 30%？听起来合理。"
|
||
},
|
||
"review": {
|
||
"prompt": "接受对方的方案，说听起来合理。"
|
||
}
|
||
},
|
||
{
|
||
"id": "B1-U07-P11",
|
||
"type": "phrase",
|
||
"en": "Can I speak to someone in charge?",
|
||
"zh": "我能和负责人谈谈吗？",
|
||
"sceneWord": false,
|
||
"match": [
|
||
[
|
||
"in charge"
|
||
]
|
||
],
|
||
"example": {
|
||
"en": "Who is in charge of the tours?",
|
||
"zh": "谁负责这些旅游团？"
|
||
},
|
||
"review": {
|
||
"prompt": "要求和负责人谈。"
|
||
}
|
||
},
|
||
{
|
||
"id": "B1-U07-P12",
|
||
"type": "phrase",
|
||
"en": "Could I have that in writing?",
|
||
"zh": "能给我书面确认吗？",
|
||
"sceneWord": false,
|
||
"match": [
|
||
[
|
||
"in writing"
|
||
]
|
||
],
|
||
"example": {
|
||
"en": "Please send me the offer in writing.",
|
||
"zh": "请把方案书面发给我。"
|
||
},
|
||
"review": {
|
||
"prompt": "请对方把答应的事写下来发给你。"
|
||
}
|
||
},
|
||
{
|
||
"id": "B1-U07-W01",
|
||
"type": "word",
|
||
"en": "compensation",
|
||
"zh": "赔偿；补偿",
|
||
"sceneWord": true,
|
||
"sceneReason": "投诉协商时要求补偿的核心词，旅行中高频",
|
||
"match": [
|
||
[
|
||
"compensation"
|
||
]
|
||
],
|
||
"example": {
|
||
"en": "We asked for compensation for the delay.",
|
||
"zh": "我们因为延误要求赔偿。"
|
||
},
|
||
"review": {
|
||
"prompt": "说你要求赔偿。"
|
||
}
|
||
},
|
||
{
|
||
"id": "B1-U07-W02",
|
||
"type": "word",
|
||
"en": "compromise",
|
||
"zh": "折中；妥协",
|
||
"sceneWord": false,
|
||
"match": [
|
||
[
|
||
"compromise",
|
||
"compromises"
|
||
]
|
||
],
|
||
"example": {
|
||
"en": "Let's find a compromise.",
|
||
"zh": "我们找个折中的办法吧。"
|
||
},
|
||
"review": {
|
||
"prompt": "提议双方找个折中办法。"
|
||
}
|
||
}
|
||
],
|
||
"receptiveWords": [
|
||
{
|
||
"id": "B1-U07-R01",
|
||
"en": "buyer",
|
||
"zh": "买家"
|
||
},
|
||
{
|
||
"id": "B1-U07-R02",
|
||
"en": "shopper",
|
||
"zh": "购物者"
|
||
},
|
||
{
|
||
"id": "B1-U07-R03",
|
||
"en": "firm",
|
||
"zh": "公司"
|
||
},
|
||
{
|
||
"id": "B1-U07-R04",
|
||
"en": "fake",
|
||
"zh": "假的"
|
||
},
|
||
{
|
||
"id": "B1-U07-R05",
|
||
"en": "hesitate",
|
||
"zh": "犹豫"
|
||
},
|
||
{
|
||
"id": "B1-U07-R06",
|
||
"en": "owe",
|
||
"zh": "欠"
|
||
},
|
||
{
|
||
"id": "B1-U07-R07",
|
||
"en": "repay",
|
||
"zh": "偿还"
|
||
},
|
||
{
|
||
"id": "B1-U07-R08",
|
||
"en": "patience",
|
||
"zh": "耐心"
|
||
},
|
||
{
|
||
"id": "B1-U07-R09",
|
||
"en": "nasty",
|
||
"zh": "令人不快的"
|
||
},
|
||
{
|
||
"id": "B1-U07-R10",
|
||
"en": "annoyance",
|
||
"zh": "恼怒"
|
||
},
|
||
{
|
||
"id": "B1-U07-R11",
|
||
"en": "ridiculous",
|
||
"zh": "荒谬的"
|
||
},
|
||
{
|
||
"id": "B1-U07-R12",
|
||
"en": "proposal",
|
||
"zh": "提议"
|
||
},
|
||
{
|
||
"id": "B1-U07-R13",
|
||
"en": "objection",
|
||
"zh": "反对"
|
||
},
|
||
{
|
||
"id": "B1-U07-R14",
|
||
"en": "disagreement",
|
||
"zh": "分歧"
|
||
},
|
||
{
|
||
"id": "B1-U07-R15",
|
||
"en": "acceptance",
|
||
"zh": "接受"
|
||
},
|
||
{
|
||
"id": "B1-U07-R16",
|
||
"en": "reduction",
|
||
"zh": "减少"
|
||
},
|
||
{
|
||
"id": "B1-U07-R17",
|
||
"en": "gain",
|
||
"zh": "收获"
|
||
},
|
||
{
|
||
"id": "B1-U07-R18",
|
||
"en": "loyal",
|
||
"zh": "忠诚的"
|
||
},
|
||
{
|
||
"id": "B1-U07-R19",
|
||
"en": "satisfaction",
|
||
"zh": "满意"
|
||
},
|
||
{
|
||
"id": "B1-U07-R20",
|
||
"en": "reward",
|
||
"zh": "回报"
|
||
},
|
||
{
|
||
"id": "B1-U07-R21",
|
||
"en": "comment",
|
||
"zh": "评论"
|
||
},
|
||
{
|
||
"id": "B1-U07-R22",
|
||
"en": "promotion",
|
||
"zh": "促销"
|
||
},
|
||
{
|
||
"id": "B1-U07-R23",
|
||
"en": "unfairly",
|
||
"zh": "不公平地"
|
||
},
|
||
{
|
||
"id": "B1-U07-R24",
|
||
"en": "unbelievable",
|
||
"zh": "难以置信的"
|
||
},
|
||
{
|
||
"id": "B1-U07-R25",
|
||
"en": "deny",
|
||
"zh": "否认"
|
||
},
|
||
{
|
||
"id": "B1-U07-R26",
|
||
"en": "unique",
|
||
"zh": "独特的"
|
||
},
|
||
{
|
||
"id": "B1-U07-R27",
|
||
"en": "advertise",
|
||
"zh": "做广告"
|
||
},
|
||
{
|
||
"id": "B1-U07-R28",
|
||
"en": "nonsense",
|
||
"zh": "胡说"
|
||
},
|
||
{
|
||
"id": "B1-U07-R29",
|
||
"en": "general",
|
||
"zh": "总体的"
|
||
},
|
||
{
|
||
"id": "B1-U07-R30",
|
||
"en": "shortage",
|
||
"zh": "短缺"
|
||
},
|
||
{
|
||
"id": "B1-U07-R31",
|
||
"en": "supply",
|
||
"zh": "提供"
|
||
},
|
||
{
|
||
"id": "B1-U07-R32",
|
||
"en": "unfortunate",
|
||
"zh": "不幸的"
|
||
},
|
||
{
|
||
"id": "B1-U07-R33",
|
||
"en": "enquiry",
|
||
"zh": "询问"
|
||
},
|
||
{
|
||
"id": "B1-U07-R34",
|
||
"en": "guidance",
|
||
"zh": "指导"
|
||
},
|
||
{
|
||
"id": "B1-U07-R35",
|
||
"en": "penny",
|
||
"zh": "便士；一分钱"
|
||
},
|
||
{
|
||
"id": "B1-U07-R36",
|
||
"en": "altogether",
|
||
"zh": "完全地"
|
||
},
|
||
{
|
||
"id": "B1-U07-R37",
|
||
"en": "promote",
|
||
"zh": "推广"
|
||
},
|
||
{
|
||
"id": "B1-U07-R38",
|
||
"en": "advert",
|
||
"zh": "广告"
|
||
},
|
||
{
|
||
"id": "B1-U07-R39",
|
||
"en": "agreement",
|
||
"zh": "协议"
|
||
},
|
||
{
|
||
"id": "B1-U07-R40",
|
||
"en": "anger",
|
||
"zh": "愤怒"
|
||
},
|
||
{
|
||
"id": "B1-U07-R41",
|
||
"en": "approve",
|
||
"zh": "批准"
|
||
},
|
||
{
|
||
"id": "B1-U07-R42",
|
||
"en": "behalf",
|
||
"zh": "代表"
|
||
},
|
||
{
|
||
"id": "B1-U07-R43",
|
||
"en": "checkout",
|
||
"zh": "收银台"
|
||
},
|
||
{
|
||
"id": "B1-U07-R44",
|
||
"en": "consumer",
|
||
"zh": "消费者"
|
||
},
|
||
{
|
||
"id": "B1-U07-R45",
|
||
"en": "dealer",
|
||
"zh": "经销商"
|
||
},
|
||
{
|
||
"id": "B1-U07-R46",
|
||
"en": "demand",
|
||
"zh": "要求"
|
||
},
|
||
{
|
||
"id": "B1-U07-R47",
|
||
"en": "deserve",
|
||
"zh": "应得"
|
||
},
|
||
{
|
||
"id": "B1-U07-R48",
|
||
"en": "disappointment",
|
||
"zh": "失望；令人失望的事"
|
||
},
|
||
{
|
||
"id": "B1-U07-R49",
|
||
"en": "disgusting",
|
||
"zh": "令人恶心的"
|
||
},
|
||
{
|
||
"id": "B1-U07-R50",
|
||
"en": "ensure",
|
||
"zh": "确保"
|
||
},
|
||
{
|
||
"id": "B1-U07-R51",
|
||
"en": "eventually",
|
||
"zh": "最终"
|
||
},
|
||
{
|
||
"id": "B1-U07-R52",
|
||
"en": "fifth",
|
||
"zh": "第五"
|
||
},
|
||
{
|
||
"id": "B1-U07-R53",
|
||
"en": "formal",
|
||
"zh": "正式的"
|
||
},
|
||
{
|
||
"id": "B1-U07-R54",
|
||
"en": "frustrated",
|
||
"zh": "沮丧的"
|
||
},
|
||
{
|
||
"id": "B1-U07-R55",
|
||
"en": "fuss",
|
||
"zh": "小题大做；抱怨"
|
||
},
|
||
{
|
||
"id": "B1-U07-R56",
|
||
"en": "horrible",
|
||
"zh": "可怕的；糟糕的"
|
||
},
|
||
{
|
||
"id": "B1-U07-R57",
|
||
"en": "insist",
|
||
"zh": "坚持说"
|
||
},
|
||
{
|
||
"id": "B1-U07-R58",
|
||
"en": "negotiate",
|
||
"zh": "谈判；协商"
|
||
},
|
||
{
|
||
"id": "B1-U07-R59",
|
||
"en": "negotiation",
|
||
"zh": "谈判"
|
||
},
|
||
{
|
||
"id": "B1-U07-R60",
|
||
"en": "obviously",
|
||
"zh": "明显地"
|
||
},
|
||
{
|
||
"id": "B1-U07-R61",
|
||
"en": "propose",
|
||
"zh": "提议"
|
||
},
|
||
{
|
||
"id": "B1-U07-R62",
|
||
"en": "rarely",
|
||
"zh": "很少"
|
||
},
|
||
{
|
||
"id": "B1-U07-R63",
|
||
"en": "reality",
|
||
"zh": "现实"
|
||
},
|
||
{
|
||
"id": "B1-U07-R64",
|
||
"en": "refusal",
|
||
"zh": "拒绝"
|
||
},
|
||
{
|
||
"id": "B1-U07-R65",
|
||
"en": "reject",
|
||
"zh": "拒绝"
|
||
},
|
||
{
|
||
"id": "B1-U07-R66",
|
||
"en": "reputation",
|
||
"zh": "名声"
|
||
},
|
||
{
|
||
"id": "B1-U07-R67",
|
||
"en": "resolve",
|
||
"zh": "解决"
|
||
},
|
||
{
|
||
"id": "B1-U07-R68",
|
||
"en": "responsibility",
|
||
"zh": "责任"
|
||
},
|
||
{
|
||
"id": "B1-U07-R69",
|
||
"en": "rotten",
|
||
"zh": "腐烂的"
|
||
},
|
||
{
|
||
"id": "B1-U07-R70",
|
||
"en": "rudely",
|
||
"zh": "粗鲁地"
|
||
},
|
||
{
|
||
"id": "B1-U07-R71",
|
||
"en": "salesman",
|
||
"zh": "推销员"
|
||
},
|
||
{
|
||
"id": "B1-U07-R72",
|
||
"en": "second-hand",
|
||
"zh": "二手的"
|
||
},
|
||
{
|
||
"id": "B1-U07-R73",
|
||
"en": "standard",
|
||
"zh": "标准"
|
||
},
|
||
{
|
||
"id": "B1-U07-R74",
|
||
"en": "temper",
|
||
"zh": "脾气"
|
||
},
|
||
{
|
||
"id": "B1-U07-R75",
|
||
"en": "useless",
|
||
"zh": "没用的"
|
||
},
|
||
{
|
||
"id": "B1-U07-R76",
|
||
"en": "warranty",
|
||
"zh": "保修单"
|
||
}
|
||
],
|
||
"segments": [
|
||
{
|
||
"id": "B1-U07-S1",
|
||
"title": "提出投诉",
|
||
"minutes": 12,
|
||
"itemIds": [
|
||
"B1-U07-P01",
|
||
"B1-U07-P02",
|
||
"B1-U07-P03"
|
||
],
|
||
"listening": {
|
||
"text": "Good evening. I'd like to make a complaint. I'm not satisfied with our room. It's small and dark, and there's no sea view. It's not what the website said.",
|
||
"question": "客人为什么不满意？",
|
||
"options": [
|
||
"房间和网站上说的不一样",
|
||
"房费太贵",
|
||
"前台态度不好"
|
||
]
|
||
},
|
||
"speaking": [
|
||
{
|
||
"text": "I'd like to make a complaint.",
|
||
"tip": "complaint 读 /kəmˈpleɪnt/"
|
||
},
|
||
{
|
||
"text": "I'm not satisfied with the room."
|
||
},
|
||
{
|
||
"text": "It's not what the website said."
|
||
}
|
||
],
|
||
"reading": {
|
||
"text": "How to make a complaint\n1. Stay calm and polite.\n2. Say clearly what the problem is.\n3. Compare it with what you booked, for instance \"It's not what the website said.\"\n4. Say what you would like them to do.\n5. Write down the name of the person you spoke to.",
|
||
"question": "第五步建议做什么？",
|
||
"options": [
|
||
"记下对方的名字",
|
||
"大声说出问题",
|
||
"马上离开酒店"
|
||
]
|
||
},
|
||
"writing": {
|
||
"prompt": "写两句话：说你想投诉，你对房间不满意。",
|
||
"example": "I'd like to make a complaint. I'm not satisfied with the room.",
|
||
"itemIds": [
|
||
"B1-U07-P01",
|
||
"B1-U07-P02"
|
||
]
|
||
},
|
||
"independent": {
|
||
"prompt": "用英语说房间和网站上写的不一样。",
|
||
"itemIds": [
|
||
"B1-U07-P03"
|
||
]
|
||
}
|
||
},
|
||
{
|
||
"id": "B1-U07-S2",
|
||
"title": "表达不满并提出要求",
|
||
"minutes": 12,
|
||
"itemIds": [
|
||
"B1-U07-P04",
|
||
"B1-U07-P06",
|
||
"B1-U07-P07",
|
||
"B1-U07-P11"
|
||
],
|
||
"listening": {
|
||
"text": "We can give you a free drink at the bar. I'm afraid that's not good enough. We paid for a sea view. That doesn't seem fair. I'd like a partial refund. Can I speak to someone in charge?",
|
||
"question": "客人最后要求什么？",
|
||
"options": [
|
||
"和负责人谈",
|
||
"免费喝一杯",
|
||
"马上退房"
|
||
]
|
||
},
|
||
"speaking": [
|
||
{
|
||
"text": "That doesn't seem fair."
|
||
},
|
||
{
|
||
"text": "I'm afraid that's not good enough.",
|
||
"tip": "语气要礼貌，不要生气"
|
||
},
|
||
{
|
||
"text": "I'd like a partial refund.",
|
||
"tip": "partial 读 /ˈpɑːʃl/"
|
||
},
|
||
{
|
||
"text": "Can I speak to someone in charge?"
|
||
}
|
||
],
|
||
"reading": {
|
||
"text": "Customer service rules\nIf a customer is not happy, listen first.\nIf the problem is small, you can offer a free drink or a free breakfast.\nIf the customer asks for a partial refund, call the manager.\nIf the customer asks to speak to someone in charge, call the manager at once.",
|
||
"question": "客人要求部分退款时，员工应该怎么做？",
|
||
"options": [
|
||
"叫经理",
|
||
"送一杯免费饮料",
|
||
"拒绝客人"
|
||
]
|
||
},
|
||
"writing": {
|
||
"prompt": "写两句话：说这样不公平，你想要部分退款。",
|
||
"example": "That doesn't seem fair. I'd like a partial refund.",
|
||
"itemIds": [
|
||
"B1-U07-P04",
|
||
"B1-U07-P07"
|
||
]
|
||
},
|
||
"independent": {
|
||
"prompt": "用英语礼貌地说对方的方案不够，并要求和负责人谈。",
|
||
"itemIds": [
|
||
"B1-U07-P06",
|
||
"B1-U07-P11"
|
||
]
|
||
}
|
||
},
|
||
{
|
||
"id": "B1-U07-S3",
|
||
"title": "协商方案",
|
||
"minutes": 12,
|
||
"itemIds": [
|
||
"B1-U07-P05",
|
||
"B1-U07-P08",
|
||
"B1-U07-P09",
|
||
"B1-U07-W02"
|
||
],
|
||
"listening": {
|
||
"text": "What can you offer me? We don't have any sea view rooms tonight. Could you at least give us a discount? How about 20% off tonight, and we move you tomorrow? OK, that's a good compromise.",
|
||
"question": "双方最后怎么解决的？",
|
||
"options": [
|
||
"今晚打八折，明天换房",
|
||
"马上换海景房",
|
||
"全额退款"
|
||
]
|
||
},
|
||
"speaking": [
|
||
{
|
||
"text": "What can you offer me?"
|
||
},
|
||
{
|
||
"text": "Could you at least give us a discount?"
|
||
},
|
||
{
|
||
"text": "How about moving us to a better room?"
|
||
},
|
||
{
|
||
"text": "Let's find a compromise.",
|
||
"tip": "compromise 读 /ˈkɒmprəmaɪz/"
|
||
}
|
||
],
|
||
"reading": {
|
||
"text": "Message from the hotel\nDear Ms Brown,\nWe're sorry your room was not what the website said. We can't move you tonight, but how about this compromise: we give you 20% off tonight, and tomorrow we move you to a better room with a sea view. We hope you are happy with this.",
|
||
"question": "酒店明天会怎么做？",
|
||
"options": [
|
||
"给客人换海景房",
|
||
"送客人去机场",
|
||
"退全部房费"
|
||
]
|
||
},
|
||
"writing": {
|
||
"prompt": "写两句话：问对方能给什么补偿，至少能不能打折。",
|
||
"example": "What can you offer me? Could you at least give us a discount?",
|
||
"itemIds": [
|
||
"B1-U07-P05",
|
||
"B1-U07-P08"
|
||
]
|
||
},
|
||
"independent": {
|
||
"prompt": "用英语提议换个好点的房间，并说这是个折中办法。",
|
||
"itemIds": [
|
||
"B1-U07-P09",
|
||
"B1-U07-W02"
|
||
]
|
||
}
|
||
},
|
||
{
|
||
"id": "B1-U07-S4",
|
||
"title": "达成一致",
|
||
"minutes": 10,
|
||
"itemIds": [
|
||
"B1-U07-P10",
|
||
"B1-U07-P12",
|
||
"B1-U07-W01"
|
||
],
|
||
"listening": {
|
||
"text": "We can give you a 30% refund as compensation. That sounds reasonable. Could I have that in writing? Of course. I'll send you an email now.",
|
||
"question": "酒店给了多少退款？",
|
||
"options": [
|
||
"30%",
|
||
"20%",
|
||
"全额"
|
||
]
|
||
},
|
||
"speaking": [
|
||
{
|
||
"text": "That sounds reasonable."
|
||
},
|
||
{
|
||
"text": "Could I have that in writing?"
|
||
},
|
||
{
|
||
"text": "We asked for compensation.",
|
||
"tip": "compensation 读 /ˌkɒmpenˈseɪʃn/"
|
||
}
|
||
],
|
||
"reading": {
|
||
"text": "Email\nDear Mr Green,\nWe're sorry about the problems with your trip. As compensation, we will give you a 30% refund. You will get the money in 5 to 10 days. This email is our offer in writing.",
|
||
"question": "退款多久到账？",
|
||
"options": [
|
||
"5 到 10 天",
|
||
"30 天",
|
||
"马上"
|
||
]
|
||
},
|
||
"writing": {
|
||
"prompt": "写两句话：说这听起来合理，请对方书面确认。",
|
||
"example": "That sounds reasonable. Could I have that in writing?",
|
||
"itemIds": [
|
||
"B1-U07-P10",
|
||
"B1-U07-P12"
|
||
]
|
||
},
|
||
"independent": {
|
||
"prompt": "用英语说你们要求赔偿。",
|
||
"itemIds": [
|
||
"B1-U07-W01"
|
||
]
|
||
}
|
||
}
|
||
],
|
||
"scenes": [
|
||
{
|
||
"id": "B1-U07-C1",
|
||
"kind": "main",
|
||
"title": "酒店房间与网站不符",
|
||
"learnerRole": "住客",
|
||
"aiRole": "酒店值班经理",
|
||
"setting": "你订的是海景房，到了却是一间又小又暗的房间，你去前台找值班经理。",
|
||
"turns": [
|
||
{
|
||
"ai": "Good evening. I'm the manager. How can I help?",
|
||
"goal": "说要投诉，对房间不满意",
|
||
"model": "Good evening. I'd like to make a complaint. I'm not satisfied with our room.",
|
||
"zh": "晚上好。我想投诉，我们对房间不满意。",
|
||
"itemIds": [
|
||
"B1-U07-P01",
|
||
"B1-U07-P02"
|
||
]
|
||
},
|
||
{
|
||
"ai": "I'm sorry. What's the problem with it?",
|
||
"goal": "说和网站不一样",
|
||
"model": "It's small and dark, and there's no sea view. It's not what the website said.",
|
||
"zh": "又小又暗，还看不到海。和网站上说的不一样。",
|
||
"itemIds": [
|
||
"B1-U07-P03"
|
||
]
|
||
},
|
||
{
|
||
"ai": "I understand. We can give you a free breakfast.",
|
||
"goal": "说不够，问能给什么",
|
||
"model": "I'm afraid that's not good enough. What can you offer me?",
|
||
"zh": "恐怕这样不够。你们还能给什么补偿？",
|
||
"itemIds": [
|
||
"B1-U07-P06",
|
||
"B1-U07-P05"
|
||
]
|
||
},
|
||
{
|
||
"ai": "All the sea view rooms are full tonight.",
|
||
"goal": "提议明天换房",
|
||
"model": "How about moving us to a better room tomorrow?",
|
||
"zh": "明天给我们换个好点的房间怎么样？",
|
||
"itemIds": [
|
||
"B1-U07-P09"
|
||
]
|
||
},
|
||
{
|
||
"ai": "Yes, we can do that, and we'll give you 20% off tonight.",
|
||
"goal": "接受并要书面确认",
|
||
"model": "That sounds reasonable. Could I have that in writing?",
|
||
"zh": "听起来合理。能给我书面确认吗？",
|
||
"itemIds": [
|
||
"B1-U07-P10",
|
||
"B1-U07-P12"
|
||
]
|
||
},
|
||
{
|
||
"ai": "Of course. I'll write it down for you now.",
|
||
"goal": "道谢",
|
||
"model": "Thank you. I appreciate your help.",
|
||
"zh": "谢谢，感谢你的帮助。",
|
||
"itemIds": []
|
||
}
|
||
],
|
||
"practice": {}
|
||
},
|
||
{
|
||
"id": "B1-U07-C2",
|
||
"kind": "variant",
|
||
"title": "打电话要求旅行社赔偿",
|
||
"learnerRole": "游客",
|
||
"aiRole": "旅行社客服",
|
||
"setting": "你报的一日游临时取消了，旅行社只给你一半退款，你打电话过去交涉。",
|
||
"turns": [
|
||
{
|
||
"ai": "Hello, Sunny Bay Tours. How can I help you?",
|
||
"goal": "说被取消的行程只退一半，不公平",
|
||
"model": "Hi. Our boat trip was cancelled, but you only gave us half our money back. That doesn't seem fair.",
|
||
"zh": "你好。我们的游船行程取消了，可你们只退了一半钱。这好像不公平。",
|
||
"itemIds": [
|
||
"B1-U07-P04"
|
||
]
|
||
},
|
||
{
|
||
"ai": "I'm sorry, but that's our rule for bad weather.",
|
||
"goal": "要求和负责人谈",
|
||
"model": "I understand, but can I speak to someone in charge?",
|
||
"zh": "我明白，但我能和负责人谈谈吗？",
|
||
"itemIds": [
|
||
"B1-U07-P11"
|
||
]
|
||
},
|
||
{
|
||
"ai": "I'm the person in charge today.",
|
||
"goal": "要求赔偿",
|
||
"model": "OK. We lost a whole day, so we'd like some compensation.",
|
||
"zh": "好的。我们浪费了一整天，所以想要一些赔偿。",
|
||
"itemIds": [
|
||
"B1-U07-W01"
|
||
]
|
||
},
|
||
{
|
||
"ai": "I can give you a full refund, but no more than that.",
|
||
"goal": "接受",
|
||
"model": "A full refund sounds fair. Thank you.",
|
||
"zh": "全额退款听起来公平。谢谢。",
|
||
"itemIds": [
|
||
"B1-U07-P10"
|
||
]
|
||
}
|
||
]
|
||
},
|
||
{
|
||
"id": "B1-U07-C3",
|
||
"kind": "variant",
|
||
"title": "和维修公司找折中办法",
|
||
"learnerRole": "顾客",
|
||
"aiRole": "维修公司员工",
|
||
"setting": "你家的洗衣机修了三次还是坏，你给维修公司打电话。",
|
||
"turns": [
|
||
{
|
||
"ai": "Hello, this is the repair service.",
|
||
"goal": "说不满意，想要部分退款",
|
||
"model": "Hello. Someone from your company came three times, and the machine still doesn't work. I'd like a partial refund.",
|
||
"zh": "你好。你们的师傅来了三次，洗衣机还是不能用。我想要部分退款。",
|
||
"itemIds": [
|
||
"B1-U07-P07"
|
||
]
|
||
},
|
||
{
|
||
"ai": "I'm sorry, but we can't give refunds for repairs.",
|
||
"goal": "问至少能不能打折",
|
||
"model": "Could you at least give us a discount on a new machine?",
|
||
"zh": "那至少买新洗衣机时给我们打个折吗？",
|
||
"itemIds": [
|
||
"B1-U07-P08"
|
||
]
|
||
},
|
||
{
|
||
"ai": "We could give you 15% off a new one.",
|
||
"goal": "提议折中",
|
||
"model": "How about 25%? That would be a good compromise.",
|
||
"zh": "25% 怎么样？这是个不错的折中办法。",
|
||
"itemIds": [
|
||
"B1-U07-P09",
|
||
"B1-U07-W02"
|
||
]
|
||
},
|
||
{
|
||
"ai": "OK, 25% it is.",
|
||
"goal": "接受",
|
||
"model": "That sounds reasonable. Thanks.",
|
||
"zh": "听起来合理，谢谢。",
|
||
"itemIds": [
|
||
"B1-U07-P10"
|
||
]
|
||
}
|
||
]
|
||
}
|
||
],
|
||
"tasks": [
|
||
{
|
||
"id": "B1-U07-T1",
|
||
"sceneId": "B1-U07-C1",
|
||
"goal": "在酒店投诉房间并谈出解决办法",
|
||
"itemIds": [
|
||
"B1-U07-P01",
|
||
"B1-U07-P02",
|
||
"B1-U07-P03",
|
||
"B1-U07-P06",
|
||
"B1-U07-P05",
|
||
"B1-U07-P09",
|
||
"B1-U07-P10",
|
||
"B1-U07-P12"
|
||
],
|
||
"slots": [
|
||
"问题",
|
||
"要求",
|
||
"方案",
|
||
"确认"
|
||
]
|
||
},
|
||
{
|
||
"id": "B1-U07-T2",
|
||
"sceneId": "B1-U07-C2",
|
||
"goal": "打电话要求旅行社赔偿",
|
||
"itemIds": [
|
||
"B1-U07-P04",
|
||
"B1-U07-P11",
|
||
"B1-U07-W01",
|
||
"B1-U07-P10"
|
||
],
|
||
"slots": [
|
||
"不满",
|
||
"负责人",
|
||
"赔偿"
|
||
]
|
||
},
|
||
{
|
||
"id": "B1-U07-T3",
|
||
"sceneId": "B1-U07-C3",
|
||
"goal": "和维修公司找折中办法",
|
||
"itemIds": [
|
||
"B1-U07-P07",
|
||
"B1-U07-P08",
|
||
"B1-U07-P09",
|
||
"B1-U07-W02",
|
||
"B1-U07-P10"
|
||
],
|
||
"slots": [
|
||
"要求",
|
||
"让步",
|
||
"折中"
|
||
]
|
||
}
|
||
],
|
||
"materials": [
|
||
{
|
||
"id": "B1-U07-M1",
|
||
"mode": "listening",
|
||
"title": "电话：和旅行社交涉",
|
||
"text": "Agent: Good morning, Greenway Holidays, this is Kate speaking. How can I help?\nHelen: Hi, Kate. My name is Helen Brown. I've just come back from a week at the Sunny Bay Hotel, and I'd like to make a complaint.\nAgent: I'm sorry to hear that. What was the problem?\nHelen: Where do I start? Your advert promised a quiet hotel by the beach with a large pool. In reality, the hotel was next to a building site, so there was noise from seven in the morning. The pool was closed for the first four days, there was a shortage of sunbeds, and the beach was a twenty-minute walk away. It's not what the website said at all.\nAgent: I understand. Did you tell our local representative?\nHelen: Yes, on the first day. She said she would move us, but nothing happened. The food was horrible too. The hotel couldn't even supply clean towels every day. On the third night, the chicken was obviously not cooked, and the fruit was rotten. My son was sick all night. When I told the waiter, he spoke to me very rudely.\nAgent: That's disgusting, and I apologize. We take that kind of thing very seriously, and our guidance for hotels says food must be safe. It's an unfortunate situation, and I'll make an enquiry with the hotel today. What would you like us to do?\nHelen: Frankly, I'm very annoyed and frustrated. We saved for a year for this holiday, and it was a disappointment from beginning to end. I'm not asking for every penny back, but I think we deserve a full refund.\nAgent: I'm afraid I can't offer a full refund, because you did stay at the hotel for seven nights. But I can offer you a voucher for 300 pounds for your next holiday with us.\nHelen: I'm afraid that's not good enough. I don't want to book with you again. I'd like a partial refund in money, not a voucher.\nAgent: I see. Let me speak to my manager. ... OK, Mrs Brown, my manager has approved a refund of 40 percent of the price as compensation.\nHelen: Forty percent? The pool alone was one of the main reasons we chose that hotel. How about fifty percent? I think that's a fair compromise.\nAgent: Fifty percent is more than we normally give. But because of the problem with the food, I'll make an exception. We'll pay you fifty percent, and we'll also report the hotel so that this doesn't happen to other customers. We may stop promoting the hotel altogether.\nHelen: That sounds reasonable. Could I have that in writing?\nAgent: Of course. I'll send you an email today confirming our agreement. The money should reach your account within ten working days.\nHelen: Thank you, Kate. I appreciate your help, and I'm glad we could resolve this.\nAgent: You're welcome. And once again, I'm sorry for everything.",
|
||
"glosses": {
|
||
"site": "工地",
|
||
"sunbeds": "沙滩躺椅",
|
||
"representative": "当地代表",
|
||
"frankly": "坦白说",
|
||
"voucher": "代金券",
|
||
"exception": "例外"
|
||
},
|
||
"questions": [
|
||
{
|
||
"type": "gist",
|
||
"question": "这通电话主要在谈什么？",
|
||
"options": [
|
||
"海伦投诉糟糕的度假经历并谈赔偿",
|
||
"海伦预订下一次度假",
|
||
"海伦询问酒店的位置"
|
||
]
|
||
},
|
||
{
|
||
"type": "detail",
|
||
"question": "旅行社最后同意怎么做？",
|
||
"options": [
|
||
"退一半的钱并向酒店反映",
|
||
"送 300 英镑代金券",
|
||
"全额退款"
|
||
]
|
||
},
|
||
{
|
||
"type": "inference",
|
||
"question": "海伦为什么不要代金券？",
|
||
"options": [
|
||
"她不想再通过这家旅行社订",
|
||
"代金券的钱太多了",
|
||
"她马上要再去度假"
|
||
]
|
||
}
|
||
]
|
||
},
|
||
{
|
||
"id": "B1-U07-M2",
|
||
"mode": "listening",
|
||
"title": "电台节目：怎样有效投诉",
|
||
"text": "Welcome back to Money Talk. Today we're talking about something that affects every consumer: how to complain and actually get what you want.\nFirst of all, know your rights. In most countries, if something you buy is broken or not as described, the shop has a responsibility to repair it, replace it or give you a refund. Many products also come with a warranty, so read it before you do anything. It doesn't matter if you bought it in a shop, online or from a dealer. If a salesman made a promise, it counts too. This is true for every buyer and every shopper, whether you buy from a big firm or a small market stall. But be careful with things that seem too cheap: if you buy a fake watch from a stranger, you have no rights at all.\nNext, act quickly. Don't hesitate. The longer you wait, the harder it is. Go back to the shop or contact the company within a few days, and bring your receipt. If a shop owes you money, ask them to repay it by a certain date.\nAfter that, stay calm. Patience is important. I know it's easy to lose your temper when a product is useless or a service is terrible, but anger rarely helps, and a nasty argument only causes annoyance on both sides, even if their answer sounds ridiculous. Staff at the checkout didn't make the product, so don't shout at them. Explain the problem clearly and politely, and say exactly what you want. Don't make a fuss about small details; talk about the main issue.\nNow, what if they say no? Don't accept their first refusal. Ask to speak to someone in charge, and repeat your request. If they still reject it, ask why, and ask for the answer in writing. Many big companies care a lot about their reputation, and they would rather give you a small refund than get bad comments online.\nIt also helps to be ready to negotiate. If you can't get everything you want, propose a compromise. Make a proposal, listen to their objection, and look for a solution that avoids a long disagreement. Their acceptance of a small reduction in price is still a gain for you. For instance, if a shop refuses to replace a jacket, you could suggest a discount instead. Good negotiation means both sides leave with something. Companies want loyal customers, and customer satisfaction is their reward.\nAnd finally, if nothing works, write a formal letter or email to the company's head office. Keep it short, include your order number, and give them a date, for instance fourteen days, to respond. Say that you will take the problem further if necessary.\nA man called Ali, who listens to the show, emailed us last week. He bought a second-hand car from a dealer, and after two weeks the engine stopped. The dealer ignored his calls. Ali followed our advice, wrote a formal letter and gave them ten days. Eventually, they agreed to repair the car for free. He said: \"I was ready to give up, but staying patient paid off.\"\nThat's all for today. Remember: complain politely, explain the problem well, and don't give up too easily.",
|
||
"glosses": {
|
||
"rights": "权利"
|
||
},
|
||
"questions": [
|
||
{
|
||
"type": "gist",
|
||
"question": "这期节目主要讲什么？",
|
||
"options": [
|
||
"怎样有效地投诉",
|
||
"怎样买二手车",
|
||
"怎样写求职信"
|
||
]
|
||
},
|
||
{
|
||
"type": "detail",
|
||
"question": "如果商家第一次拒绝了你，节目建议怎么做？",
|
||
"options": [
|
||
"要求和负责人谈，再次提出要求",
|
||
"马上在网上写差评",
|
||
"大声和收银员争吵"
|
||
]
|
||
},
|
||
{
|
||
"type": "inference",
|
||
"question": "为什么说大公司常常愿意给小额退款？",
|
||
"options": [
|
||
"他们很在乎自己的名声",
|
||
"他们的钱很多",
|
||
"他们害怕顾客打电话"
|
||
]
|
||
}
|
||
]
|
||
},
|
||
{
|
||
"id": "B1-U07-M3",
|
||
"mode": "reading",
|
||
"title": "网上评价与酒店回复",
|
||
"text": "What our guests say: Sunny Bay Hotel\nOne star: \"Never again\"\nWe booked during a special promotion and stayed here for a week in August, and it was a nightmare. Our room was not what the website said. The photos showed a bright room with a sea view, but ours was dark, and it looked out on the car park. The air conditioning made a horrible noise, and the bathroom was dirty. When we complained, the staff at reception were not interested. We asked for a different room, and they refused, although the hotel wasn't full. We felt we were treated unfairly. I'm not satisfied with the way they dealt with us at all. We had to demand to see the manager, who eventually moved us on the fifth day. Save your money and go somewhere else.\nReply from the hotel manager\nDear guest,\nThank you for your comments, and I apologize sincerely for your experience. You are right: the photos on our website showed our best rooms, and we did not explain that. We have now changed the website to ensure that every kind of room has its own photos. It is unbelievable that nobody noticed this before, and I don't deny that it was our mistake.\nI am also disappointed to hear how our reception team responded. Our standard is to find a solution on the same day, and that did not happen. I have spoken to the team, and we are giving all our staff extra training in how to deal with complaints.\nOn behalf of the hotel, I would like to offer you a partial refund of three nights, and I have already approved this. Please contact me directly regarding your bank details. I hope you will give us another chance.\nFour stars: \"Great location, good service\"\nWe had a small problem on our first night: the shower was not working. We reported it, and within an hour they had fixed it and sent a bottle of wine as an apology. The staff were kind, and the pool was lovely. The price is a bit high for what you get, but in general we were satisfied.\nThree stars: \"OK, but not special\"\nThe hotel is fine, but it's not as luxurious as the adverts suggest. They advertise a unique experience, but it's just a normal hotel. Breakfast was the same every day, and on the last day the bread was stale. We mentioned it, and they insisted it was fresh, which was nonsense. In the end we reached a compromise and they gave us a free lunch, but there was a lot of fuss. I'd only stay here again if the price went down.",
|
||
"glosses": {
|
||
"nightmare": "噩梦",
|
||
"sincerely": "真诚地",
|
||
"luxurious": "豪华的",
|
||
"stale": "不新鲜的"
|
||
},
|
||
"questions": [
|
||
{
|
||
"type": "gist",
|
||
"question": "这些文字主要是什么？",
|
||
"options": [
|
||
"客人对酒店的评价和经理的回复",
|
||
"酒店的招聘广告",
|
||
"旅游公司的行程介绍"
|
||
]
|
||
},
|
||
{
|
||
"type": "detail",
|
||
"question": "经理给一星评价的客人什么补偿？",
|
||
"options": [
|
||
"退三晚的房费",
|
||
"送一瓶葡萄酒",
|
||
"免费午餐"
|
||
]
|
||
},
|
||
{
|
||
"type": "inference",
|
||
"question": "从经理的回复可以看出什么？",
|
||
"options": [
|
||
"他承认网站照片让人误解",
|
||
"他认为客人说的都是假的",
|
||
"酒店马上要关门"
|
||
]
|
||
}
|
||
]
|
||
}
|
||
],
|
||
"rubric": {
|
||
"dimensions": [
|
||
{
|
||
"name": "清楚说明问题",
|
||
"bands": [
|
||
"说不清问题",
|
||
"能说出问题，但没对比承诺或说明影响",
|
||
"清楚说明问题，并指出与承诺不符之处"
|
||
],
|
||
"pass": 1
|
||
},
|
||
{
|
||
"name": "礼貌协商",
|
||
"bands": [
|
||
"只会接受或发脾气",
|
||
"能提出要求，但不会回应对方方案",
|
||
"礼貌拒绝不合理方案，提出折中办法并确认结果"
|
||
],
|
||
"pass": 1
|
||
}
|
||
]
|
||
},
|
||
"excluded": []
|
||
}
|