《英语听力教程4》答案及原文Word文档下载推荐.docx

《英语听力教程4》答案及原文Word文档下载推荐.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:

completetrust5:

buildconsummers'

trust6:

mature7:

payment8:

service

PartIIIBankingathome

limitedopeninghours2:

Onlinebankingservices3:

gettingcurrentinformationonproducts4:

e-mailingquestionstothebank5:

competingforcustomers6:

havingnocomputersathome

ItisbankingthroughtheInternet.2:

'

Onlinebanking'

offersconveniencewhichappealstothekindofcustomerbankswanttokeep.3:

Banksmostwanttokeeppeoplewhoareyoung,well-educated,andhavegoodincomes.

PartIVMoreaboutthetopic:

SecretofGoodCustomerService

EnglishGoodCustomerService（Harrods）

1:

inapleasantenvironment2:

Secondtonone3:

differentcustomers,takealookateverything,alternatives,cometosalesassistants4:

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-knownandtrustworthycompanies.Dealwithcompanieswhichoffercustomerservice,acomplaintsprocedureandhavearefundpolicy.Talktomerchant.E-mailandwaitforreponses.Takedowntheaddressesandphonenumbersofthosecompaniesandmakesuretheyarerealbycallingthemupbeforebuyinganyproductsandservices.Ensuresecureconnection.Sincebuyersmustsubmitpersonalinformationlikenumberandexpirydateofthecardtherearefearsoversecurity.Dealwithsitesthatapplystrictsafetymeasuresthatrequireshopperstogivespecificdataknownonlytocardholdersbeforemakingthetransaction.Beextracarefulatacybercafeorotherpublicconnection.

Thereisanurgentneedfore-commercerulestoboostconfidenceinbuyingonline.ConsumersInternational,afederationof245consumerorganizations—includingtheUK'

sConsumersAssociation—saiditssurveyshowedthattherewerestillobataclestoshoppingonlinewithcompletetrust.

Thestudy,fundedbytheEuropeanUnion,involvedbuyingmorethan150itemsfrom17countries.Eachconsumerorganizationtakingparttriedtofindonesiteinitsowncountryandoneabroadtobuyaselectionofitems.Theseincludedadictionary,adoll,jeans,ahairdryer,computersoftwareandhardware,chocolatesandchampagne.

Thekeyfindingswere:

Eightoftheitemsorderedtookmorethanamonthtoreachtheirdestinationandatleast11（eightpercent）neverarrived.

Manysitesdidnotgiveclearinformationaboutdeliverycharges.

Only13%ofthesitespromisedthattheywouldnotsellcustomers'

personalinformationontoathirdparty.

Only53%ofthecompanieshadapolicyonreturninggoods.

Only65%ofthesitesprovidedconfirmationoftheorderandonly13%toldcustomerswhentheirgoodshadbeendispatched.

Intwocases,customersarestillwaitingfortheirmoneybackmorethanfourmonthsafterreturningtheirgoods.

LouisSylvan,vice-presidentofConsumersInternational,said,"

Thisstudyshowsthat,althoughbuyingitemsovertheInternetcanbenefittheconsumerbyofferingconvenienceandchoice,therearestillmanyobstaclesthatneedtobeovercomebeforeconsumerscanshopincyberspacewithcompletetrust."

ChrisPhilips,MarketingManagerataLondonbasede-commercesecuritycompanycommented,"

Thisstudyconfirmsthedifficultiesofestablishingconsumers'

trustintheInternetasashoppingexperience.WithstatisticsliketheseandVisaclaiming47%ofdisputesandfraudcaseswereInternet-related,itislittlewonderthatInternetcommerceisnotproducingtheprofitspredictedtwoorthreeyearsago.Trusttakestimetobuild,andtheInternetwillnotmatureasaretailchanneluntiltrustedbrands,likethebanksforexample,starttoofferwaysofsupportingtrustrelationshipswithguaranteespaymentandservice."

InSeptember,theOrganizationforEconomicCooperationandDevelopmentwillholdameetingtodiscussasetofinternationalguidelinesforelectroniccommerce.

Manypeopledislikewalkingtothebank,standinginlonglines,andrunningoutofchecks.Theyaredissatisfiedwiththeirbank'

slimitedhours,too.Theywanttodosomebankingatnight,andonweekends.Forsuchpeople,theirproblemsmaysoonbeover.Beforelong,theymaybeabletodotheirbankingfromthecomfortoftheirownhome,anyhouroftheday,anydayoftheweek.

Manybanksarepreparing"

onlinebranches,"

orInternetoffices,whichmeansthatpeoplewillbeabletotakecareofmuchoftheirbankingbusinessthroughtheirhomecomputers.Thisprocessiscalledinteractivebanking.Attheseonlinebranches,customerswillbeabletoviewalltheiraccounts,movemoneybetweentheiraccounts,applyforaloan,andgetcurrentinformationonproductssuchascreditcards.Customerswillalsobeabletopaytheirbillselectronically,andevene-mailquestionstothebank.

Banksarecreatingonlineservicesforseveralreasons.Onereasonisthatbanksmustcompeteforcustomers,whowillswitchtoanotherbankiftheyaredissatisfiedwiththeservicetheyreceive.Theconvenienceofonlinebankingappealstothekindofcustomerbanksmostwanttokeep—peoplewhoareyoung,well-educated,andhavegoodincomes.Banksalsowanttotakeadvantageofmoderntechnologyastheymoveintothetwenty-firstcentury.

Onlinebankingmaynotbeappropriateforeveryone.Forinstance,manypeopledonothavecomputersathome.Otherpeopleprefertogotothebankandhandletheiraccountsthetraditionalway.Eventhoughonlinebankingmaynevercompletelyreplaceawalk-inbank,itisaservicethatmanycustomersaregoingtowanttouse.

InBritaintheyaskyou,"

Areyoubeingserved?

"

WhilstinAmericatheytellyouto"

Haveaniceday."

Butwhatisthesecretofgoodcustomerservice?

FromHarrodsinLondonandSaksNewYork,we'

regoingtofindoutthedosanddon'

tsofsellingprotocol.

ThereasonthatHarrodshasbeensosuccessfuloverahundredandfiftyyearsistwofold.Firstofallthey'

veofferedtheircustomerstheproductstheywanttobuyinapleasantenvironment.Butsecondlyandmoreimportantly,thelevelofcustomerservicethatthey'

vegiventheircustomers,beforesale,duringsaleandaftersale,hasbeensecondtonone.Ithinkit'

sfairtosaythatifyoucomparetheBritishwithourcousinselsewhereintheworldthatweareactuallyquiteareservedlot.Toacertainextenttherearealotofshrinkingvioletsinthiscountrywhowouldratherjustdotheirownthing.They'

dratherwanderaroundandbrowseandiftheydoneedanyhelpeventually,askforit.SoIthinkthewaythatweapproachourownU.K.basedcustomersisactuallyslightlydifferenttothewayweknowweneedtoapproach.Forexample,anAmericancustomer,orindeedaJapanesecustomer,oraMiddleEasterncustomer,whoallhavedifferentwaysofdoingthings.

Wellinservingdifferent,Iguess,nationalities,youdotakeverydifferentapproaches.WithEuropeans,forexample,youdokindofletthemtakealookateverything.Seewhat'

sbeingonofferandthenaskthemiftheyneedanyhelp.Ithinkthey'

dprobablymuchmoreprefertocometoyou,ratherthanyousomuchtogotothem.TheAmericancustomerverymuchexpectsyoutogotothem,approachthem,showthemalternatives.WellIthinkmaybethemoreEuropeanorBritishcustomercanbealmostturnedoffbythatifsomeoneisseentobetooaggressive,maybetooanxioustomakeasale.

It'

smostimportantthatthefirstcontact,thefirstinitialmeetingwiththecustomerisagoodandsuccessfulonebecauseonthatbasis,thecustomerwillmakeuptheirmindwhattheywanttodonext.

IquiteliketheEnglishsalesassistantsbecausetheydefinitelyhavebetterthingtodothantalktoyou,whichIlike.It'

sveryterrifyingwhenyougotoAmerica."

CanIhelpyou?

they'

relikelickingyou.You'

rejustlike,"

No,I'

mfine.Ijustwanttolook."

Thatputsmeoff.IlovetheEnglishsalesassistant.

Sowherehaveyouexperiencedtheverybestincustomerservice?

Umm,probablyAmerica.Intermsofbestasin,theygiveyousomuchattentionit'

salmostembarrassing.Theytreatyou,youknow,the"

haveaniceday"

thing.They'

wanttohelpyou.Theywantyoutobuy,'

causetheyoftenworkonacommissionbasis.That'

sifyoulikebest.ButIpreferthe...like,beingignored.

Tamara:

IthinkEngland'

sstillwaybehindintermsof,likeAmericaforexample.IcancallinAmericafromLondonandthey'

lltracktheitemdown.It'

snotlike,"

Sorrymadamwedon'

thavethatinyoursize."

IjustgottheGucciboots,whichminehadactuallybroken.AndinEnglandtheysaid,"

Sorry"

youknow,that'

sit.SothiswomaninLosAngelestrackedthemdownand,infactgotthemforme.That'

sbecausetheyworkoncommission.Andthesoonerwelearnthat,thebettertheservicewillget.

SowhatdotheAmericanshavetosay?

Theymayspeakwithadifferentaccent