英语听力教程4答案及原文.docx

英语听力教程4答案及原文.docx

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英语听力教程4答案及原文

Unit1ShoppingandBankingOline

PartIGettingready

B.Keys:

1:

drop2:

shopping3:

mouse4:

feet5:

retailing6:

street7:

get8:

down9:

third-party10:

online11:

30%12:

malls13:

Britain14:

gift-buying15:

50%16:

net17:

peroid

C.Keys:

1:

thesite2:

merchant,addresses/phonenumbers/callup3:

strictsafetymeasuresPartIINetshoppingunderfire

A.Keys:

1:

delivery,delivery2:

deliverycharges3:

personalinformation,87%4:

returninggoods,47%5:

order,35%,dispatch,87%6:

moneyback,two

B.Keys:

1:

convenience2:

choice3:

obstacles4:

completetrust5:

buildconsummers'

trust6:

mature7:

payment8:

service

PartIIIBankingathome

A.Keys:

1:

limitedopeninghours2:

Onlinebankingservices3:

gettingcurrentinformationonproducts4:

e-mailingquestionstothebank5:

competingforcustomers6:

havingnocomputersathome

B.Keys:

1:

ItisbankingthroughtheInternet.2:

'Onlinebanking'offersconveniencewhichappealstothekindofcustomerbankswanttokeep.3:

Banksmostwanttokeeppeoplewhoareyoung,well-educated,andhavegoodincomes.PartIVMoreaboutthetopic:

SecretofGoodCustomerService

B.Keys:

EnglishGoodCustomerService（Harrods）

1:

inapleasantenvironment2:

Secondtonone3:

differentcustomers,takealookateverything,alternatives,cometosalesassistants4:

firstcontactwiththecustomer

AmericanGoodCustomerService（Saks）

1:

humanside,family,occasionsinlife,apartnership2:

repeatbusiness,sales

PartVDoyouknow…

Keys:

1:

c2:

a、b、c3:

a、b、c4:

c5:

c6:

b

Tapescript

PartIGettingready

C.

Consumerswhowanttoshoponlinearesuggestedtobearthefollowingthingsin

mind:

Evaluatethesite.Alwaysbuygoodsfromwell-knownandtrustworthycompanies.

Dealwithcompanieswhichoffercustomerservice,acomplaintsprocedureandhavearefundtomerchant.E-mailandwaitforreponses.Takedowntheaddressesandphonenumbersofthosecompaniesandmakesuretheyarerealbycallingthemupbeforebuyinganyproductsandsecureconnection.Sincebuyersmustsubmitpersonal

informationlikenumberandexpirydateofthecardtherearefearsoversecurity.

Dealwithsitesthatapplystrictsafetymeasuresthatrequireshopperstogivespecificdataknownonlytocardholdersbeforemakingtheextracarefulatacybercafeorotherpublicconnection.

PartIINetshoppingunderfire

Thereisanurgentneedfore-commercerulestoboostconfidenceinbuyingonline.

ConsumersInternational,afederationof245consumerorganizations—including

theUK'sConsumersAssociation—saiditssurveyshowedthattherewerestill

obataclestoshoppingonlinewithcompletetrust.

Thestudy,fundedbytheEuropeanUnion,involvedbuyingmorethan150itemsfrom

17countries.Eachconsumerorganizationtakingparttriedtofindonesiteinits

owncountryandoneabroadtobuyaselectionofitems.Theseincludedadictionary,adoll,jeans,ahairdryer,computersoftwareandhardware,chocolatesandchampagne.

Thekeyfindingswere:

Eightoftheitemsorderedtookmorethanamonthtoreachtheirdestinationand

atleast11（eightpercent）neverarrived.

Manysitesdidnotgiveclearinformationaboutdeliverycharges.

Only13%ofthesitespromisedthattheywouldnotsellcustomers'personalinformationontoathirdparty.

Only53%ofthecompanieshadapolicyonreturninggoods.

Only65%ofthesitesprovidedconfirmationoftheorderandonly13%toldcustomerswhentheirgoodshadbeendispatched.

Intwocases,customersarestillwaitingfortheirmoneybackmorethanfourmonthsafterreturningtheirgoods.

LouisSylvan,vice-presidentofConsumersInternational,said,"Thisstudyshows

that,althoughbuyingitemsovertheInternetcanbenefittheconsumerbyofferingconvenienceandchoice,therearestillmanyobstaclesthatneedtobeovercomebeforeconsumerscanshopincyberspacewithcompletetrust."

ChrisPhilips,MarketingManagerataLondonbasede-commercesecuritycompanycommented,"Thisstudyconfirmsthedifficultiesofestablishingconsumers'trustintheInternetasashoppingexperience.WithstatisticsliketheseandVisaclaiming47%ofdisputesandfraudcaseswereInternet-related,itislittlewonderthatInternetcommerceisnotproducingtheprofitspredictedtwoorthreeyearsago.Trusttakestimetobuild,andtheInternetwillnotmatureasaretailchanneluntiltrustedbrands,likethebanksforexample,starttoofferwaysofsupportingtrustrelationshipswithguaranteespaymentandservice."

InSeptember,theOrganizationforEconomicCooperationandDevelopmentwillholdameetingtodiscussasetofinternationalguidelinesforelectroniccommerce.PartIIIBankingathome

Manypeopledislikewalkingtothebank,standinginlonglines,andrunningoutofchecks.Theyaredissatisfiedwiththeirbank'slimitedhours,too.Theywanttodosomebankingatnight,andonweekends.Forsuchpeople,theirproblemsmaysoonbeover.Beforelong,theymaybeabletodotheirbankingfromthecomfort

oftheirownhome,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.

PartIVMoreaboutthetopic:

SecretofGoodCustomerService

InBritaintheyaskyou,"Areyoubeingserved"WhilstinAmericatheytellyouto"Haveaniceday."ButwhatisthesecretofgoodcustomerserviceFromHarrodsinLondonandSaksNewYork,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.SowherehaveyouexperiencedtheverybestincustomerserviceUmm,probablyAmerica.Intermsofbestasin,theygiveyousomuchattentionit's

almostembarrassing.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.

SowhatdotheAmericanshavetosayTheymayspeakwithadifferentaccent.Butisthesalespitchaforeignlanguagetotherestofthewo