BEC中级口语复习资料.docx

BEC中级口语复习资料.docx

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BEC中级口语复习资料

1.Monitoringthequalityofserviceprovided

Feedbackfromthecustomers

A:

Feedbackfromthecustomersisveryimportantbecausefeedbackcanreflecttheopinionofthecustomersonthequalityofyourservice.Togetthisfeedbackandanalyzeitcarefullyisveryhelpful.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.Accordingstatisticsalmosttwothirdsofthestaffturnoveroccursduetothecompany’sfailingtoimprovethefinancialsituationofthestaff.Inadditionmostoftheexcusesthestaffcanfindtoexplainwhytheywillquitarerelatedtopoorfinancialsituations.Wecanestablishanincentivesystemwithinthewholecompanytorewardthosewhoarewillingtostaywithusandmaketheirduecontributiontoourcompany.Thuswecanstimulateourstaffandreducetoalargeextentthestaffturnover. 

Careerstructure

A:

byplanningacompletecareerstructureforourstaffwecansuccessfullyreducethestaffturnoverofthecompany.Everystaffofourcompanyhopestohaveabrightfutureinourcompanyandtheyarekeentoseethatafteraperiodofhardworktheyfinallyachievesomethingorgetsomepositionwhichtheydeserve.Sowecansetaclearandcompletecareerstructurefortheminadvancetoeliminateanysuspicionofourstaffthattheywon’tbepaidspecialattentionwithinthecompany.Thuseveryoneinthecompanycanhaveaclearobjectiveaheadofthemandtheywillofcoursestrivetotheirgoalswithoutanythoughtofleavingus. 

5.Settingpricesfornewproducts

Productioncosts

A:

whenwesetpricesfornewproductsweshouldfirstconsiderourproductioncostswhichareanimportantfactorinpricing.Itisnodoubtthatanynewly-setpriceofanyproductshouldatleastcoveritsproductioncost.Otherwiseyouwon’tgainanyprofitsfromyourproduct.Sowemustcalculatetheproductioncostscarefullybeforewecouldsetprice.Theproductioncostsshouldincludethecostyouhaveonthepurchaseoftherawmaterialthecostoccursintheproductionlineandthecostyouhaveinthepackagingpromotionandafter-service. 

Competitor’sprice

A:

thebestwayofsettingpricesforournewproductsistofindoutwhatpriceourcompetitorsetsfortheproductsinthesamecataloguewithours.Itisnodoubtthatourcompetitorhascarriedoutacompletemarketresearchonthepricingofitproductsbeforeitsetstheirprice.Wecanmakeuseofitandwhatwehavetodoistoknowtheirpricecompareitwithoursandsetourownone.Itisobviousthatwecansaveourmoneyandenergywewillhavetospendonthemarketresearchandthewholepricingprocedurewenowfollowisveryfastandeffective. 

6.Dealingwithcomplaintsfromclients

Offeringanapology

A:

thebestwaytodealwithcomplaintsfromyourclientsistoofferthemyourapologyinwhichyouexplainindetailwhatcausesthemtomaketheircomplaintsandexpressyoursincereapologytotheminordertogettheirforgiveness.Ofcourseifwhattheycomplainaboutistrueyoushouldalsooffersomecompensationinyourapologywhichcanmakeyourcustomersfeelvaluedandbelievethatanyinconvenienceyouhavecausedthemisnevergoingtohappen. 

Suggestingasolutiontotheproblem

A:

afteryoureceiveyourcustomer’scomplaintyoushouldimmediatelywritetothemsuggestingasolutiontotheproblemwhichshouldbeveryspecificandexplainsindetailwhatyouaregoingtodofortheproblem.Generallyyourcustomerswillprobablyprefercompensationarefundorachangeofyourproductsorservice.Somakesurethatyourcustomerswillhaveaclearideaofwhattheycouldreceive.Besidesyoushouldmakeyourpromisethatthiskindofproblemwon’thappenagainandexpressyourhopethatyourcustomerscanmaintaintherelationshipwithyouafterthisunhappyaccident. 

7.Exportinggoodsorservicesforthefirsttime

Personalcontacts

A:

whenweexportgoodsorservicesforthefirsttimewecancontactpeopleweknowinthebusinesscircle.Beingnewcomerswemightnothavetheestablishedmarketsorchannelsforustoexportgoodsorservices.Wecanovercomethedifficultybycommunicatingwithourfriendsoracquaintancesthataredoingbusinessnowandfamiliarwiththesituationofthemarketyouwanttoenter. 

Professionaladvice

A:

Beingthefirsttimeyouexportyourgoodsyouarenotveryfamiliarwiththeproceduresyoushouldfollowinexportingandthesituationofthemarketyouwanttoenter.Itisveryimportantthenforyoutoaskexpertsinyourcompanyfortheirprofessionaladvice.Theyareexperiencedbusinessmenwhoseadvicewouldbevaluableforyoutotakeandwhoseexperiencewouldbepreciousforyoutolearnfrom.Youcanavoidmakingmistakesthatoftenoccuronthefreshmenandthussaveyourtimeandenergy. 

8.Aimingforpromotion

Qualityofperformance

A:

ifyouwanttogetpromotionit’simportantforyoutoshowyouremployersthehighlevelofyourperformance.Thequalityofperformanceisalwaysusedtotesttheabilityofthecandidateswhowillbepromotedwithinthecompanysoyoumustpayattentiontoyourownperformancesuchasyourabilitytocommunicateandco-operatewithothers;yourabilitytodealwiththecurrentjob;yourabilitytocontrolandmanageyourstaffaswellasyourabilitytohandlecrisiswhentheyoccur.Youremployerwillbesatisfiedifyoucanshowhimorhersuchyourabilitiesandthenyouwillgetabetterchancetobepromoted.

Companyloyalty

A:

yourbosswilltakeconsiderationofyourloyaltywhendecidingwhethertopromoteyouornotsotryyourbesttoshowyourloyaltytoyourcompanyandmakesurethatyoudohavesuchloyaltywhichdemonstratesanemployee’squalityandattribute.Itisthefactthatacompanywon’tgivechancetotheemployeewhomayalwaysdisgruntleandcomplainorevenunderminehisorhercompany. 

9.Choosingtransportforabusinesstrip

Convenience

A:

asabusinessmanyouhavetoconsidertheconvenienceofthetransportyouchooseforyourbusinesstrip.Thekeyelementofthesuccessofyourbusinessisthetime.Inordertosaveyourtimeandarrangeyouragendamoreeffectivelyyoumustchoosethemostconvenienttransportwhichcanmakeyouarriveatyourdestinationandwithoutanydelay. 

Cost-effectiveness

A:

thereisanoldsayinginbusiness.Thatismoneymatters.Soyouhavetoconsiderthecostthatmayoccurwhenyouselecttransportforyourbusinesstrip.Itisnotwisetochoosethosetransportingtoolswhosecostisbeyondyou