BEC中级口语复习资料doc.docx

BEC中级口语复习资料doc.docx

《BEC中级口语复习资料doc.docx》由会员分享，可在线阅读，更多相关《BEC中级口语复习资料doc.docx（16页珍藏版）》请在冰豆网上搜索。

BEC中级口语复习资料doc

v1.0可编辑可修改

What'simportantwhen⋯

1.Monitoringthequalityofserviceprovided

Feedbackfromthecustomers

A:

Feedbackfromthecustomersisveryimportantbecausefeedbackcanreflecttheopinionofthecustomersonthequalityofyourservice.Togetthisfeedbackandanalyzeit

carefullyisveryhelpful.Fromthisfeedbackyoucanknowwhatyourcustomersthinkofyourservicewhattheyarenotsatisfiedwithandhowtheylikeyoutoimprovethequalityofyourservice.Onceyouknowwhatyourcustomerswantyouwillhaveaclearobjectivetoimproveormaintainthequalityofyourserviceandyourmonitoringwillbemoreeffective.

Checkingsalesfigures

A:

whenwemonitor

thequality

of

serviceprovided

wemustfirst

checkour

salesfigures.

Salesfigures

is

oneof

themostimportant

factors

intesting

if

theservice

youprovide

hashighqualityandifthecustomersaresatisfiedwithyourservice.Ifyoursales

figurescontinuetogrowthatmeansyousucceedinmaintainingthequalityofyour

service

andyourcustomersareconfident

whenchoosingyourservice.Ifthere

isasudden

decreaseinyoursalesfigurethatwillprobablymeanthatyouarenowintroubleand

thequality

ofyourservice

is

declining

orunderminedbysomefactors

ofuncertainty,

whichmeansyouhavetocheckthewholequality-controlsystemtofindoutwherethe

problemis.

2.Choosinganewsalesagent

Experienceofagent

A:

weshouldfirstconsidertheexperienceoftheagentwechoose.Themoreexperience

theagenthasthemorechanceheorshewillhaveindealing

with

sales.

Anexperienced

agenthasprofoundknowledgeonsalesand

isveryprofessionalinpromotingsalesand

selling

goodstocustomers.

Furthermore

experiencedagent

mayhaveestablished

hisor

hersaleschannelsorrelations

whicharethekeyfactorsto

the

successof

sales.

They

canhelp

youto

enteror

openupmarkets

quickly

andeffectively

whichwillsave

alot

ofyourmoneyorenergy.

Numberofcontacts

A:

weshouldfirstconsiderthenumberofcontactsouragentshave.Themorecontactstheyhavethemoresaleschannelstheymayhaveestablishedbefore.AsPRisgainingitsimportancenowadaysanagentwithfrequentcontactswithbothcustomersandclients

1

v1.0可编辑可修改

ismoreurgentlyneededtohelpuscompetewithourrivalsandwininthehighly-competitivemarket.

3.Planningthelayoutofanewstore

Attractiveness

A:

inordertoplanthelayoutofanewstorewemustimprovetheattractivenessofourstore.Thelayoutofthestoreshouldreflectourvalueandconceptandshouldbeinharmonywiththeenvironmentwecreate.Itwillmakeourcustomersfeelcomfortable

whentheyareshoppingorvisitingourstore.Wemustintroducemorecustomer-friendlydesignandusetheminthelayoutofourstoretoensurethateverycustomervisiting

ourstoreissatisfiedwiththeconveniencewebringtothem.Inawordwemustsparenoeffortstoenhancetheattractivenessofourstore.

Securityofgoods

A:

ofcourseweshouldfirsttakethesecurityofgoodsintoconsideration.Itisourhope

thateverycustomervisitingourstorecanfeelcomfortableandwearereluctantto

seeanycustomerbehurtduetotheneglectofsecurityofgoods.Forexamplegoods

suchascosmeticsorkitchenutensilswhicharenotsuitableforchildrentotouchwill

beplaceatarelativelysafeplaceandattachedwithlabelswarningthepotential

dangers.Goodswhichareplacedathighplaceswillbewatchedcloselybyourstaff

especiallywhenourcustomerstouchorremovethem.

4.Aimingtoreducestaffturnover

Financialincentives

A:

inmyopinionfinancialincentivesarethebestwaytoreducestaffturnover.According

statisticsalmosttwothirdsofthestaffturnoveroccursduetothecompany’sfailing

toimprovethefinancialsituationofthestaff.Inadditionmostoftheexcusesthe

staffcanfindtoexplainwhytheywillquitarerelatedtopoorfinancialsituations.

Wecanestablishanincentivesystemwithinthewholecompanytorewardthosewhoarewillingtostaywithusandmaketheirduecontributiontoourcompany.Thuswecanstimulateourstaffandreducetoalargeextentthestaffturnover.

Careerstructure

A:

byplanningacompletecareerstructureforourstaffwecansuccessfullyreducethe

staffturnoverofthecompany.Everystaffofourcompanyhopestohaveabrightfuture

2

v1.0可编辑可修改

inourcompanyandtheyarekeentoseethatafteraperiodofhardworktheyfinallyachievesomethingorgetsomepositionwhichtheydeserve.Sowecansetaclearandcompletecareerstructurefortheminadvancetoeliminateanysuspicionofourstaffthattheywon’tbepaidspecialattentionwithinthecompany.Thuseveryoneinthe

companycanhaveaclearobjectiveaheadofthemandtheywillofcoursestrivetotheirgoalswithoutanythoughtofleavingus.

5.Settingpricesfornewproducts

Productioncosts

A:

whenwesetpricesfornewproductsweshouldfirstconsiderourproductioncostswhichareanimportantfactorinpricing.Itisnodoubtthatanynewly-setpriceofanyproduct

shouldatleastcoveritsproductioncost.Otherwiseyouwon’tgainanyprofitsfrom

yourproduct.Sowemustcalculatetheproductioncostscarefullybeforewecouldset

price.Theproductioncostsshouldincludethecostyouhaveonthepurchaseoftheraw

materialthecostoccursintheproductionlineandthecostyouhaveinthepackaging

promotionandafter-service.

Competitor’sprice

A:

thebestwayofsettingpricesforournewproductsistofindoutwhatpriceourcompetitorsetsfortheproductsinthesamecataloguewithours.Itisnodoubtthat

ourcompetitor

hascarried

outacompletemarket

researchonthe

pricing

of

itproducts

before

it

setstheir

price.

Wecanmakeuseof

it

andwhatwehavetodois

to

knowtheir

price

compareit

withours

andsetourownone.It

isobviousthat

wecansaveourmoney

andenergy

wewill

haveto

spendonthemarket

researchandthewholepricing

procedure

wenowfollowisveryfastandeffective.

6.Dealingwithcomplaintsfromclients

Offeringanapology

A:

thebestwaytodealwithcomplaintsfromyourclientsistoofferthemyourapologyinwhichyouexplainindetailwhatcausesthemtomaketheircomplaintsandexpressyoursincereapologytotheminordertogettheirforgiveness.Ofcourseifwhattheycomplainaboutistrueyoushouldalsooffersomecompensationinyourapologywhich

canmakeyourcustomersfeelvaluedandbelievethatanyinconvenienceyouhavecausedthemisnevergoingtohappen.

Suggestingasolutiontotheproblem

A:

afteryoureceiveyourcussuggestingasolutionto

tomer’scomplaintyoushouldimmediatelywritetothem

theproblemwhichshouldbeveryspecificandexplainsindetail

3

v1.0可编辑可修改

whatyouaregoingtodofortheproblem.Generallyyourcustomerswillprobablyprefercompensationarefundorachangeofyourproductsorservice.Somakesurethatyourcustomerswillhaveaclearideaofwhattheycouldreceive.Besidesyoushouldmake

yourpromisethatthiskindofproblemwon’thappenagainandexpressyourhopethat

yourcustomerscanmaintaintherelationshipwithyouafterthisunhappyaccident.

7.Exportinggoodsorservicesforthefirsttime

Personalcontacts

A:

whenweexportgoodsorservicesforthefirsttimewecancontactpeopleweknowinthebusinesscircle.Beingnewcomerswemightnothavetheestablishedmarketsorchannelsforustoexportgoodsorservices.Wecanovercomethedifficultybycommunicatingwithourfriendsoracquaintancesthataredoingbusinessnowandfamiliarwiththesituationofthemarketyouwanttoenter.

Professionaladvice

A:

Beingthefirsttimeyouexportyourgoodsyouarenotveryfamiliarwiththeprocedures

youshouldfollowinexportingandthesituationofthemarketyouwanttoenter.It

isveryimportantthenforyoutoaskexpertsinyourcompanyfortheirprofessional

advice.Theyareexperiencedbusinessmenwhoseadvicewouldbevaluableforyoutotake

andwhoseexperiencewouldbepreciousforyoutolearnfrom.Youcanavoidmakingmistakesthatoftenoccuronthefreshmenandthussaveyourtimeandenergy.

8.Aimingforpromotion

Qualityofperformance

A:

ifyouwanttogetpromotionit’simportantforyoutoshowyouremployersthehigh

levelofyourperformance.Thequalityofperformanceisalwaysusedtotesttheabilityofthecandidateswhowillbepromotedwithinthecompanysoyoumustpayattentiontoyourownperformancesuchasyourabilitytocommunicateandco-operatewithothers;

yourabilitytodealwiththecurrentjob;yourabilitytocontrolandmanageyourstaffaswellasyourabilitytohandlecrisiswhentheyoccur.Youremployerwillbesatisfiedifyoucanshowhimorhersuchyourabilitiesandthenyouwillgetabetterchancetobepromoted.

Companyloyalty

A:

yourbosswilltakeconsiderationofyourloyaltywhendecidingwhethertopromoteyou

ornotsotryyourbesttoshowyourloyaltytoyourcompanyandmakesurethatyoudo

havesuchloyaltywhichdemonstratesanemployee’squalityandattribute.Itisthe

4

v1.0可编辑可修改

factthatacompanywon’tgivechancetotheemployeewhomayalwaysdisgruntleand

complainorevenunderminehisorhercompany.

9.Choosingtransportforabusinesstrip

Convenience

A:

asabusinessmanyouhavetoconsidertheconvenienceofthetransportyouchoosefor

yourbusinesstrip.Thekeyelementofthesuccesso