英语听力教程4答案及原文Word下载.docx
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英语听力教程4答案及原文Word下载.docx
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30%12:
malls13:
Britain14:
gift-buying15:
50%16:
net17:
peroid
C.Keys:
1:
thesite2:
merchant,addresses/phonenumbers/callup3:
strictsafetymeasures
PartIINetshoppingunderfire
A.Keys:
delivery,delivery2:
deliverycharges3:
personalinformation,87%4:
returninggoods,47%5:
order,35%,dispatch,87%6:
moneyback,two
convenience2:
choice3:
obstacles4:
pletetrust5:
buildconsummers'
trust6:
mature7:
payment8:
service
PartIIIBankingathome
limitedopeninghours2:
Onlinebankingservices3:
gettingcurrentinformationonproducts4:
ingquestionstothebank5:
petingforcustomers6:
havingnoputersathome
ItisbankingthroughtheInternet.2:
'
Onlinebanking'
offersconveniencewhichappealstothekindofcustomerbankswanttokeep.3:
Banksmostwanttokeeppeoplewhoareyoung,well-educated,andhavegoodines.
PartIVMoreaboutthetopic:
SecretofGoodCustomerService
EnglishGoodCustomerService(Harrods)
1:
inapleasantenvironment2:
Secondtonone3:
differentcustomers,takealookateverything,alternatives,etosalesassistants4:
firstcontactwiththecustomer
AmericanGoodCustomerService(Saks)
humanside,family,occasionsinlife,apartnership2:
repeatbusiness,sales
PartVDoyouknow…"
Keys:
c2:
a、b、c3:
a、b、c4:
c5:
c6:
b
Tapescript
PartIGettingready
C.
Consumerswhowanttoshoponlinearesuggestedtobearthefollowingthingsinmind:
Evaluatethesite.Alwaysbuygoodsfromwell-knownandtrustworthypanies.Dealwithpanieswhichoffercustomerservice,aplaintsprocedureandhavearefundpolicy.Talktomerchant.andwaitforreponses.Takedowntheaddressesandphonenumbersofthosepaniesandmakesuretheyarerealbycallingthemupbeforebuyinganyproductsandservices.Ensuresecureconnection.Sincebuyersmustsubmitpersonalinformationlikenumberande*pirydateofthecardtherearefearsoversecurity.Dealwithsitesthatapplystrictsafetymeasuresthatrequireshopperstogivespecificdataknownonlytocardholdersbeforemakingthetransaction.Bee*tracarefulatacybercafeorotherpublicconnection.
Thereisanurgentneedfore-mercerulestoboostconfidenceinbuyingonline.ConsumersInternational,afederationof245consumerorganizations—includingtheUK'
sConsumersAssociation—saiditssurveyshowedthattherewerestillobataclestoshoppingonlinewithpletetrust.
Thestudy,fundedbytheEuropeanUnion,involvedbuyingmorethan150itemsfrom17countries.Eachconsumerorganizationtakingparttriedtofindonesiteinitsowncountryandoneabroadtobuyaselectionofitems.Theseincludedadictionary,adoll,jeans,ahairdryer,putersoftwareandhardware,chocolatesandchampagne.
Thekeyfindingswere:
Eightoftheitemsorderedtookmorethanamonthtoreachtheirdestinationandatleast11(eightpercent)neverarrived.
Manysitesdidnotgiveclearinformationaboutdeliverycharges.
Only13%ofthesitespromisedthattheywouldnotsellcustomers'
personalinformationontoathirdparty.
Only53%ofthepanieshadapolicyonreturninggoods.
Only65%ofthesitesprovidedconfirmationoftheorderandonly13%toldcustomerswhentheirgoodshadbeendispatched.
Intwocases,customersarestillwaitingfortheirmoneybackmorethanfourmonthsafterreturningtheirgoods.
LouisSylvan,vice-presidentofConsumersInternational,said,"
Thisstudyshowsthat,althoughbuyingitemsovertheInternetcanbenefittheconsumerbyofferingconvenienceandchoice,therearestillmanyobstaclesthatneedtobeoverebeforeconsumerscanshopincyberspacewithpletetrust."
ChrisPhilips,MarketingManagerataLondonbasede-mercesecuritypanymented,"
Thisstudyconfirmsthedifficultiesofestablishingconsumers'
trustintheInternetasashoppinge*perience.WithstatisticsliketheseandVisaclaiming47%ofdisputesandfraudcaseswereInternet-related,itislittlewonderthatInternetmerceisnotproducingtheprofitspredictedtwoorthreeyearsago.Trusttakestimetobuild,andtheInternetwillnotmatureasaretailchanneluntiltrustedbrands,likethebanksfore*ample,starttoofferwaysofsupportingtrustrelationshipswithguaranteespaymentandservice."
InSeptember,theOrganizationforEconomicCooperationandDevelopmentwillholdameetingtodiscussasetofinternationalguidelinesforelectronicmerce.
Manypeopledislikewalkingtothebank,standinginlonglines,andrunningoutofchecks.Theyaredissatisfiedwiththeirbank'
slimitedhours,too.Theywanttodosomebankingatnight,andonweekends.Forsuchpeople,theirproblemsmaysoonbeover.Beforelong,theymaybeabletodotheirbankingfromthefortoftheirownhome,anyhouroftheday,anydayoftheweek.
Manybanksarepreparing"
onlinebranches,"
orInternetoffices,whichmeansthatpeoplewillbeabletotakecareofmuchoftheirbankingbusinessthroughtheirhomeputers.Thisprocessiscalledinteractivebanking.Attheseonlinebranches,customerswillbeabletoviewalltheiraccounts,movemoneybetweentheiraccounts,applyforaloan,andgetcurrentinformationonproductssuchascreditcards.Customerswillalsobeabletopaytheirbillselectronically,andevenquestionstothebank.
Banksarecreatingonlineservicesforseveralreasons.Onereasonisthatbanksmustpeteforcustomers,whowillswitchtoanotherbankiftheyaredissatisfiedwiththeservicetheyreceive.Theconvenienceofonlinebankingappealstothekindofcustomerbanksmostwanttokeep—peoplewhoareyoung,well-educated,andhavegoodines.Banksalsowanttotakeadvantageofmoderntechnologyastheymoveintothetwenty-firstcentury.
Onlinebankingmaynotbeappropriateforeveryone.Forinstance,manypeopledonothaveputersathome.Otherpeopleprefertogotothebankandhandletheiraccountsthetraditionalway.Eventhoughonlinebankingmayneverpletelyreplaceawalk-inbank,itisaservicethatmanycustomersaregoingtowanttouse.
InBritaintheyaskyou,"
Areyoubeingserved"
"
WhilstinAmericatheytellyouto"
Haveaniceday."
Butwhatisthesecretofgoodcustomerservice"
FromHarrodsinLondonandSaksNewYork,we'
regoingtofindoutthedosanddon'
tsofsellingprotocol.
ThereasonthatHarrodshasbeensosuccessfuloverahundredandfiftyyearsistwofold.Firstofallthey'
veofferedtheircustomerstheproductstheywanttobuyinapleasantenvironment.Butsecondlyandmoreimportantly,thelevelofcustomerservicethatthey'
vegiventheircustomers,beforesale,duringsaleandaftersale,hasbeensecondtonone.Ithinkit'
sfairtosaythatifyouparetheBritishwithourcousinselsewhereintheworldthatweareactuallyquiteareservedlot.Toacertaine*tenttherearealotofshrinkingvioletsinthiscountrywhowouldratherjustdotheirownthing.They'
dratherwanderaroundandbrowseandiftheydoneedanyhelpeventually,askforit.SoIthinkthewaythatweapproachourownU.K.basedcustomersisactuallyslightlydifferenttothewayweknowweneedtoapproach.Fore*ample,anAmericancustomer,orindeedaJapanesecustomer,oraMiddleEasterncustomer,whoallhavedifferentwaysofdoingthings.
Wellinservingdifferent,Iguess,nationalities,youdotakeverydifferentapproaches.WithEuropeans,fore*ample,youdokindofletthemtakealookateverything.Seewhat'
sbeingonofferandthenaskthemiftheyneedanyhelp.Ithinkthey'
dprobablymuchmoreprefertoetoyou,ratherthanyousomuchtogotothem.TheAmericancustomerverymuche*pectsyoutogotothem,approachthem,showthemalternatives.WellIthinkmaybethemoreEuropeanorBritishcustomercanbealmostturnedoffbythatifsomeoneisseentobetooaggressive,maybetooan*ioustomakeasale.
It'
smostimportantthatthefirstcontact,thefirstinitialmeetingwiththecustomerisagoodandsuccessfulonebecauseonthatbasis,thecustomerwillmakeuptheirmindwhattheywanttodone*t.
IquiteliketheEnglishsalesassistantsbecausetheydefinitelyhavebetterthingtodothantalktoyou,whichIlike.It'
sveryterrifyingwhenyougotoAmerica."
CanIhelpyou"
they'
relikelickingyou.You'
rejustlike,"
No,I'
mfine.Ijustwanttolook."
Thatputsmeoff.IlovetheEnglishsalesassistant.
Sowherehaveyoue*periencedtheverybestincustomerservice"
Umm,probablyAmerica.Intermsofbestasin,theygiveyousomuchattentionit'
salmostembarrassing.Theytreatyou,youknow,the"
haveaniceday"
thing.They'
wanttohelpyou.Theywantyoutobuy,'
causetheyoftenworkonamissionbasis.That'
sifyoulikebest.ButIpreferthe...like,beingignored.
Tamara:
IthinkEngland'
sstillwaybehindintermsof,likeAmericafore*ample.IcancallinAmericafromLondonandthey'
lltracktheitemdown.It'
snotlike,"
Sorrymadamwedon'
thavethatinyoursize."
IjustgottheGucciboots,whichminehadactuallybroken.AndinEnglandtheysaid,"
Sorry"
youknow,that'
sit.SothiswomaninLosAngelestrackedthemdownand,infactgotthemforme.That'
sbecausetheyworkonmission.Andthesoonerwelearnthat,thebettertheservicewillget.
SowhatdotheAmericanshavetosay"
Theymayspeakwithadifferentaccent.Butisthesalespitchaforeignlanguagetotherestoftheworld"
IthinkpartofthereasonAmericansare
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