BEC中级口语复习资料全doc.docx

BEC中级口语复习资料全doc.docx

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BEC中级口语复习资料全doc

What'simportantwhen⋯?

1.Monitoringthequalityofserviceprovided

Feedbackfromthecustomers

A:

Feedbackfromthecustomersisveryimportantbecausefeedbackcanreflecttheopinionofthecustomersonthequalityofyourservice.Togetthisfeedbacka.s.a.p.andanalyzeitcarefullyisveryhelpful.Fromthisfeedbackyoucanknowwhatyourcustomersthinkofyourservicewhattheyarenotsatisfiedwithandhowtheylikeyoutoimprovethequalityofyourservice.Onceyouknowwhatyourcustomerswantyouwillhaveaclearobjectivetoimproveormaintainthequalityofyourserviceandyourmonitoringwillbemoreeffective.

Checkingsalesfigures

A:

whenwemonitorthequalityofserviceprovidedwemustfirstcheckoursalesfigures.Salesfiguresisoneofthemostimportantfactorsintestingiftheserviceyouprovidehashighqualityandifthecustomersaresatisfiedwithyourservice.Ifyoursalesfigurescontinuetogrowthatmeansyousucceedinmaintainingthequalityofyourserviceandyourcustomersareconfidentwhenchoosingyourservice.Ifthereisasuddendecreaseinyoursalesfigurethatwillprobablymeanthatyouarenowintroubleandthequalityofyourserviceisdecliningorunderminedbysomefactorsofuncertainty,whichmeansyouhavetocheckthewholequality-controlsystemtofindoutwheretheproblemis.

2.Choosinganewsalesagent

Experienceofagent

A:

weshouldfirstconsidertheexperienceoftheagentwechoose.Themoreexperiencetheagenthasthemorechanceheorshewillhaveindealingwithsales.Anexperiencedagenthasprofoundknowledgeonsalesandisveryprofessionalinpromotingsalesandsellinggoodstocustomers.Furthermoreexperiencedagentmayhaveestablishedhisorhersaleschannelsorrelationswhicharethekeyfactorstothesuccessofsales.Theycanhelpyoutoenteroropenupmarketsquicklyandeffectivelywhichwillsavealotofyourmoneyorenergy.

Numberofcontacts

A:

weshouldfirstconsiderthenumberofcontactsouragentshave.Themorecontactstheyhavethemoresaleschannelstheymayhaveestablishedbefore.AsPRisgainingitsimportancenowadaysanagentwithfrequentcontactswithbothcustomersandclientsismoreurgentlyneededtohelpuscompetewithourrivalsandwininthehighly-competitivemarket.

3.Planningthelayoutofanewstore

Attractiveness

A:

inordertoplanthelayoutofanewstorewemustimprovetheattractivenessofourstore.Thelayoutofthestoreshouldreflectourvalueandconceptandshouldbeinharmonywiththeenvironmentwecreate.Itwillmakeourcustomersfeelcomfortablewhentheyareshoppingorvisitingourstore.Wemustintroducemorecustomer-friendlydesignandusetheminthelayoutofourstoretoensurethateverycustomervisitingourstoreissatisfiedwiththeconveniencewebringtothem.Inawordwemustsparenoeffortstoenhancetheattractivenessofourstore.

Securityofgoods

A:

ofcourseweshouldfirsttakethesecurityofgoodsintoconsideration.Itisourhopethateverycustomervisitingourstorecanfeelcomfortableandwearereluctanttoseeanycustomerbehurtduetotheneglectofsecurityofgoods.Forexamplegoodssuchascosmeticsorkitchenutensilswhicharenotsuitableforchildrentotouchwillbeplaceatarelativelysafeplaceandattachedwithlabelswarningthepotentialdangers.Goodswhichareplacedathighplaceswillbewatchedcloselybyourstaffespeciallywhenourcustomerstouchorremovethem.

4.Aimingtoreducestaffturnover

Financialincentives

A:

inmyopinionfinancialincentivesarethebestwaytoreducestaffturnover.According

statisticsalmosttwothirdsofthestaffturnoveroccursduetothecompany’sfailingthefinancialsituationofthestaff.Inadditionmostoftheexcusesthestaffcanfindtoexplain

whytheywillquitarerelatedtopoorfinancialsituations.Wecanestablishanincentivesystemwithinthewholecompanytorewardthosewhoarewillingtostaywithusandmaketheirduecontributiontoourcompany.Thuswecanstimulateourstaffandreducetoalargeextentthestaffturnover.

Careerstructure

A:

byplanningacompletecareerstructureforourstaffwecansuccessfullyreducethestaffturnoverofthecompany.Everystaffofourcompanyhopestohaveabrightfutureinourcompanyandtheyarekeentoseethatafteraperiodofhardworktheyfinallyachievesomethingorgetsomepositionwhichtheydeserve.Sowecansetaclearandcomplete

careerstructurefortheminadvancetoeliminateanysuspicionofourstaffthattheywonpaidspecialattentionwithinthecompany.Thuseveryoneinthecompanycanhaveaclearobjectiveaheadofthemandtheywillofcoursestrivetotheirgoalswithoutanythoughtofleavingus.

5.Settingpricesfornewproducts

Productioncosts

A:

whenwesetpricesfornewproductsweshouldfirstconsiderourproductioncostswhichareanimportantfactorinpricing.Itisnodoubtthatanynewly-setpriceofanyproductshouldat

leastcoveritsproductioncost.Otherwiseyouwon’tgainanyprofitsfromyourproduct.Sowe

mustcalculatetheproductioncostscarefullybeforewecouldsetprice.Theproductioncostsshouldincludethecostyouhaveonthepurchaseoftherawmaterialthecostoccursintheproductionlineandthecostyouhaveinthepackagingpromotionandafter-service.

Competitor’sprice

A:

thebestwayofsettingpricesforournewproductsistofindoutwhatpriceourcompetitorsetsfortheproductsinthesamecataloguewithours.Itisnodoubtthatourcompetitorhascarriedoutacompletemarketresearchonthepricingofitproductsbeforeitsetstheirprice.Wecanmakeuseofitandwhatwehavetodoistoknowtheirpricecompareitwithoursandsetourownone.Itisobviousthatwecansaveourmoneyandenergywewillhavetospendonthemarketresearchandthewholepricingprocedurewenowfollowisveryfastandeffective.

6.Dealingwithcomplaintsfromclients

Offeringanapology

A:

thebestwaytodealwithcomplaintsfromyourclientsistoofferthemyourapologyinwhichyouexplainindetailwhatcausesthemtomaketheircomplaintsandexpressyoursincereapologytotheminordertogettheirforgiveness.Ofcourseifwhattheycomplainaboutistrueyoushouldalsooffersomecompensationinyourapologywhichcanmakeyourcustomersfeelvaluedandbelievethatanyinconvenienceyouhavecausedthemisnevergoingtohappen.

Suggestingasolutiontotheproblem

A:

afteryoureceiveyourcustomer’scomplaintyoushouldimmediatelywritetothemsuggestingasolutiontotheproblemwhichshouldbeveryspecificandexplainsindetailwhatyouare

goingtodofortheproblem.Generallyyourcustomerswillprobablyprefercompensationarefundorachangeofyourproductsorservice.Somakesurethatyourcustomerswillhaveaclearideaofwhattheycouldreceive.Besidesyoushouldmakeyourpromisethatthiskindofproblemwon’thappenagainandexpressyourhopethatyourcustomerscanmaintaintherelationshipwithyouafterthisunhappyaccident.

7.Exportinggoodsorservicesforthefirsttime

Personalcontacts

A:

whenweexportgoodsorservicesforthefirsttimewecancontactpeopleweknowinthebusinesscircle.Beingnewcomerswemightnothavetheestablishedmarketsorchannelsforustoexportgoodsorservices.Wecanovercomethedifficultybycommunicatingwithourfriendsoracquaintancesthataredoingbusinessnowandfamiliarwiththesituationofthemarketyouwanttoenter.

Professionaladvice

A:

Beingthefirsttimeyouexportyourgoodsyouarenotveryfamiliarwiththeproceduresyoushouldfollowinexportingandthesituationofthemarketyouwanttoenter.Itisveryimportant

thenforyoutoaskexpertsinyourcompanyfortheirprofessionaladvice.Theyareexperiencedbusinessmenwhoseadvicewouldbevaluableforyoutotakeandwhoseexperiencewouldbepreciousforyoutolearnfrom.Youcanavoidmakingmistakesthatoftenoccuronthefreshmenandthussaveyourtimeandenergy.

8.Aimingforpromotion

Qualityofperformance

A:

ifyouwanttogetpromotionit’simportantforyoutoshowyouremployersthehighlevelof

yourperformance.Thequalityofperformanceisalwaysusedtotesttheabilityofthecandidateswhowillbepromotedwithinthecompanysoyoumustpayattentiontoyourownperformancesuchasyourabilitytocommunicateandco-operatewithothers;yourabilitytodealwiththecurrentjob;yourabilitytocontrolandmanageyourstaffaswellasyourabilitytohandlecrisiswhentheyoccur.Youremployerwillbesatisfiedifyoucanshowhimorhersuchyourabilitiesandthenyouwillgetabetterchancetobepromoted.

Companyloyalty

A:

yourbosswilltakeconsiderationofyourloyaltywhendecidingwhethertopromoteyouornotsotryyourbesttoshowyourloyaltytoyourcompanyandmakesurethatyoudohavesuch

loyaltywhichdemonstratesanemployee’squalityandattribute.Itisthefactthatacompanywon’tgivechancetotheemployeewhomayalwaysdisgruntleandcomplainoreven

underminehisorhercompany.

9.Choosingtransportforabusinesstrip

Convenience

A:

asabusinessmanyouhavetoconsidertheconvenienceofthetransportyouchooseforyourbusinesstrip.Thekeyelementofthesuccessofyourbusinessisthetime.Inordertosaveyourtimeandarrangeyouragendamoreeffectivelyyoumustchoosethemostconvenienttransportwhichcanmakeyouarriveatyourdestinationa.s.a.p.andwithoutanydelay.

Cost-effectiveness

A:

thereisanoldsayinginbusiness.Thatismoneymatters.Soyouhavetoconsiderthecostthatmayoccurwhenyouselecttransportforyourbusinesstrip.Itisnotwisetochoosethosetransportingtool