英语听力教程4答案及原文Word文档下载推荐.docx
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英语听力教程4答案及原文Word文档下载推荐.docx
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retailing6:
street7:
get8:
down9:
third-party10:
online11:
30%12:
malls13:
Britain14:
gift-buying15:
50%16:
net17:
peroidC.Keys:
thesite2:
merchant,addresses/phonenumbers/callup3:
strictsafetymeasuresPartIINetshoppingunderfireA.Keys:
delivery,delivery2:
deliverycharges3:
personalinformation,87%4:
returninggoods,47%5:
order,35%,dispatch,87%6:
moneyback,twoB.Keys:
convenience2:
choice3:
obstacles4:
completetrust5:
buildconsummerstrust6:
mature7:
payment8:
servicePartIIIBankingathomeA.Keys:
limitedopeninghours2:
Onlinebankingservices3:
gettingcurrentinformationonproducts4:
e-mailingquestionstothebank5:
competingforcustomers6:
havingnocomputersathomeB.Keys:
ItisbankingthroughtheInternet.2:
Onlinebankingoffersconveniencewhichappealstothekindofcustomerbankswanttokeep.3:
Banksmostwanttokeeppeoplewhoareyoung,well-educated,andhavegoodincomes.PartIVMoreaboutthetopic:
SecretofGoodCustomerServiceB.Keys:
EnglishGoodCustomerService(Harrods)1:
inapleasantenvironment2:
Secondtonone3:
differentcustomers,takealookateverything,alternatives,cometosalesassistants4:
firstcontactwiththecustomerAmericanGoodCustomerService(Saks)1:
humanside,family,occasionsinlife,apartnership2:
repeatbusiness,salesPartVDoyouknowKeys:
c2:
a、b、c3:
a、b、c4:
c5:
c6:
bTapescriptPartIGettingreadyC.Consumerswhowanttoshoponlinearesuggestedtobearthefollowingthingsinmind:
Evaluatethesite.Alwaysbuygoodsfromwell-knownandtrustworthycompanies.Dealwithcompanieswhichoffercustomerservice,acomplaintsprocedureandhavearefundtomerchant.E-mailandwaitforreponses.Takedowntheaddressesandphonenumbersofthosecompaniesandmakesuretheyarerealbycallingthemupbeforebuyinganyproductsandsecureconnection.Sincebuyersmustsubmitpersonalinformationlikenumberandexpirydateofthecardtherearefearsoversecurity.Dealwithsitesthatapplystrictsafetymeasuresthatrequireshopperstogivespecificdataknownonlytocardholdersbeforemakingtheextracarefulatacybercafeorotherpublicconnection.PartIINetshoppingunderfireThereisanurgentneedfore-commercerulestoboostconfidenceinbuyingonline.ConsumersInternational,afederationof245consumerorganizationsincludingtheUKsConsumersAssociationsaiditssurveyshowedthattherewerestillobataclestoshoppingonlinewithcompletetrust.Thestudy,fundedbytheEuropeanUnion,involvedbuyingmorethan150itemsfrom17countries.Eachconsumerorganizationtakingparttriedtofindonesiteinitsowncountryandoneabroadtobuyaselectionofitems.Theseincludedadictionary,adoll,jeans,ahairdryer,computersoftwareandhardware,chocolatesandchampagne.Thekeyfindingswere:
Eightoftheitemsorderedtookmorethanamonthtoreachtheirdestinationandatleast11(eightpercent)neverarrived.Manysitesdidnotgiveclearinformationaboutdeliverycharges.Only13%ofthesitespromisedthattheywouldnotsellcustomerspersonalinformationontoathirdparty.Only53%ofthecompanieshadapolicyonreturninggoods.Only65%ofthesitesprovidedconfirmationoftheorderandonly13%toldcustomerswhentheirgoodshadbeendispatched.Intwocases,customersarestillwaitingfortheirmoneybackmorethanfourmonthsafterreturningtheirgoods.LouisSylvan,vice-presidentofConsumersInternational,said,Thisstudyshowsthat,althoughbuyingitemsovertheInternetcanbenefittheconsumerbyofferingconvenienceandchoice,therearestillmanyobstaclesthatneedtobeovercomebeforeconsumerscanshopincyberspacewithcompletetrust.ChrisPhilips,MarketingManagerataLondonbasede-commercesecuritycompanycommented,ThisstudyconfirmsthedifficultiesofestablishingconsumerstrustintheInternetasashoppingexperience.WithstatisticsliketheseandVisaclaiming47%ofdisputesandfraudcaseswereInternet-related,itislittlewonderthatInternetcommerceisnotproducingtheprofitspredictedtwoorthreeyearsago.Trusttakestimetobuild,andtheInternetwillnotmatureasaretailchanneluntiltrustedbrands,likethebanksforexample,starttoofferwaysofsupportingtrustrelationshipswithguaranteespaymentandservice.InSeptember,theOrganizationforEconomicCooperationandDevelopmentwillholdameetingtodiscussasetofinternationalguidelinesforelectroniccommerce.PartIIIBankingathomeManypeopledislikewalkingtothebank,standinginlonglines,andrunningoutofchecks.Theyaredissatisfiedwiththeirbankslimitedhours,too.Theywanttodosomebankingatnight,andonweekends.Forsuchpeople,theirproblemsmaysoonbeover.Beforelong,theymaybeabletodotheirbankingfromthecomfortoftheirownhome,anyhouroftheday,anydayoftheweek.Manybanksarepreparingonlinebranches,orInternetoffices,whichmeansthatpeoplewillbeabletotakecareofmuchoftheirbankingbusinessthroughtheirhomecomputers.Thisprocessiscalledinteractivebanking.Attheseonlinebranches,customerswillbeabletoviewalltheiraccounts,movemoneybetweentheiraccounts,applyforaloan,andgetcurrentinformationonproductssuchascreditcards.Customerswillalsobeabletopaytheirbillselectronically,andevene-mailquestionstothebank.Banksarecreatingonlineservicesforseveralreasons.Onereasonisthatbanksmustcompeteforcustomers,whowillswitchtoanotherbankiftheyaredissatisfiedwiththeservicetheyreceive.Theconvenienceofonlinebankingappealstothekindofcustomerbanksmostwanttokeeppeoplewhoareyoung,well-educated,andhavegoodincomes.Banksalsowanttotakeadvantageofmoderntechnologyastheymoveintothetwenty-firstcentury.Onlinebankingmaynotbeappropriateforeveryone.Forinstance,manypeopledonothavecomputersathome.Otherpeopleprefertogotothebankandhandletheiraccountsthetraditionalway.Eventhoughonlinebankingmaynevercompletelyreplaceawalk-inbank,itisaservicethatmanycustomersaregoingtowanttouse.PartIVMoreaboutthetopic:
SecretofGoodCustomerServiceInBritaintheyaskyou,AreyoubeingservedWhilstinAmericatheytellyoutoHaveaniceday.ButwhatisthesecretofgoodcustomerserviceFromHarrodsinLondonandSaksNewYork,weregoingtofindoutthedosanddontsofsellingprotocol.ThereasonthatHarrodshasbeensosuccessfuloverahundredandfiftyyearsistwofold.Firstofalltheyveofferedtheircustomerstheproductstheywanttobuyinapleasantenvironment.Butsecondlyandmoreimportantly,thelevelofcustomerservicethattheyvegiventheircustomers,beforesale,duringsaleandaftersale,hasbeensecondtonone.IthinkitsfairtosaythatifyoucomparetheBritishwithourcousinselsewhereintheworldthatweareactuallyquiteareservedlot.Toacertainextenttherearealotofshrinkingvioletsinthiscountrywhowouldratherjustdotheirownthing.Theydratherwanderaroundandbrowseandiftheydoneedanyhelpeventually,askforit.SoIthinkthewaythatweapproachourown.basedcustomersisactuallyslightlydifferenttothewayweknowweneedtoapproach.Forexample,anAmericancustomer,orindeedaJapanesecustomer,oraMiddleEasterncustomer,whoallhavedifferentwaysofdoingthings.Wellinservingdifferent,Iguess,nationalities,youdotakeverydifferentapproaches.WithEuropeans,forexample,youdokindofletthemtakealookateverything.Seewhatsbeingonofferandthenaskthemiftheyneedanyhelp.Ithinktheydprobablymuchmoreprefertocometoyou,ratherthanyousomuchtogotothem.TheAmericancustomerverymuchexpectsyoutogotothem,approachthem,showthemalternatives.WellIthinkmaybethemoreEuropeanorBritishcustomercanbealmostturnedoffbythatifsomeoneisseentobetooaggressive,maybetooanxioustomakeasale.Itsmostimportantthatthefirstcontact,thefirstinitialmeetingwiththecustomerisagoodandsuccessfulonebecauseonthatbasis,thecustomerwillmakeuptheirmindwhattheywanttodonext.IquiteliketheEnglishsalesassistantsbecausetheydefinitelyhavebetterthingtodothantalktoyou,whichIlike.ItsveryterrifyingwhenyougotoAmerica.CanIhelpyoutheyrelikelickingyou.Yourejustlike,No,Imfine.Ijustwanttolook.Thatputsmeoff.IlovetheEnglishsalesassistant.SowherehaveyouexperiencedtheverybestincustomerserviceUmm,probablyAmerica.Intermsofbestasin,theygiveyousomuchattentionitsalmostembarrassing.Theytreatyou,youknow,thehaveanicedaything.Theywanttohelpyou.Theywantyoutobuy,causetheyoftenworkonacommissionbasis.Thatsifyoulikebest.ButIpreferthe.like,beingignored.Tamara:
IthinkEnglandsstillwaybehindintermsof,likeAmericaforexample.IcancallinAmericafromLondonandtheylltracktheitemdown.Itsnotlike,Sorrymadamwedonthavethatinyoursize.IjustgottheGucciboots,whichminehadactuallybroken.AndinEnglandtheysaid,Sorryyouknow,thatsit.SothiswomaninLosAngelestrackedthemdownand,infactgotthemforme.Thatsbecausetheyworkoncommission.Andthesoonerwelearnthat,thebettertheservicewillget.SowhatdotheAmericanshavetosayTheymayspeakwithadifferentaccent.ButisthesalespitchaforeignlanguagetotherestoftheworldIthinkpartofthereasonAmericansareknownasexpertsisthatwetendtofocusalotmoreinthehumansideofselling,notthemechanicalside,whichistheregisterandknowingabouttheproduct.Wereallywanttoknowaboutyourlifestyle.Wewanttoknowaboutyourfamily.Wewanttoknowaboutyourincome.Wewanttoknowaboutyouroccasionsinyourlife.AndthatsverydifferentoutsideoftheUnitedStates.O
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