英语听力教程4答案及原文Word格式.docx

1、 malls 13: Britain 14: gift-buying 15:50% 16: net 17: peroidC. Keys:1 : the site2 : merchant, addresses/phone numbers/call up 3 : strict safety measures Part II Net shopping under fireA.Keys: delivery, delivery 2 : delivery charges3 : personal information, 87% 4 : returning goods, 47% 5 : order, 35%

2、, dispatch, 87%6 : money back, twoB.Keys: convenience 2 : choice 3 : obstacles 4 : complete trust 5 : build consummerstrust 6 : mature 7 : payment 8 : servicePart III Banking at home limited opening hours 2 : Online banking services3 : getting current information on products 4 : e-mailing questions

3、to the bank 5 : competing for customers 6 : having no computers at home It is banking through the Internet. 2 : Online banking offers convenience which appeals to the kind of customer banks want to keep. 3 : Banks most want to keep people who are young, well-educated, and have good incomes. Part IV

4、More about the topic: Secret of Good Customer ServiceEnglish Good Customer Service（Harrods） in a pleasant environment 2 : Second to none 3 : different customers, take a look at everything, alternatives, come to sales assistants 4 : first contact with the customerAmerican Good Customer Service（Saks）

5、human side, family, occasions in life, a partnership 2 : repeat business, salesPart V Do you know Keys: c 2 : a 、b、c 3 : a 、b、c 4 : c 5 : c 6 : bTape scriptC.Consumers who want to shop online are suggested to bear the following things inmind:Evaluate the site. Always buy goods from well-known and tr

6、ustworthy companies.Deal with companies which offer customer service, a complaints procedure and have a refund to merchant. E-mail and wait for reponses. Take down the addresses and phone numbers of those companies and make sure they are real by calling them up before buying any products and secure

7、connection. Since buyers must submit personalinformation like number and expiry date of the card there are fears over security.Deal with sites that apply strict safety measures that require shoppers to give specific data known only to card holders before making the extra careful at a cybercafe or ot

8、her public connection.Part II Net shopping under fireThere is an urgent need for e-commerce rules to boost confidence in buying online.Consumers International, a federation of 245 consumer organizations includingthe UKs Consumers Association said its survey showed that there were stillobatacles to s

9、hopping online with complete trust.The study, funded by the European Union, involved buying more than 150 items from17 countries. Each consumer organization taking part tried to find one site in itsown country and one abroad to buy a selection of items. These included a dictionary, a doll, jeans, a

10、hairdryer, computer software and hardware, chocolates and champagne.The key findings were:Eight of the items ordered took more than a month to reach their destination andat least 11 （eight percent） never arrived.Many sites did not give clear information about delivery charges.Only 13% of the sites p

11、romised that they would not sell customers personal information on to a third party.Only 53% of the companies had a policy on returning goods.Only 65%of the sites provided confirmation of the order and only 13%told customers when their goods had been dispatched.In two cases,customers are still waiti

12、ng for their money back more than four months after returning their goods.Louis Sylvan, vice-president of Consumers International, said, This study showsthat, although buying items over the Internet can benefit the consumer by offering convenience and choice, there are still many obstacles that need

13、 to be overcome before consumers can shop in cyberspace with complete trust.Chris Philips, Marketing Manager at a London based e-commerce security company commented, This study confirms the difficulties of establishing consumers trust in the Internet as a shopping experience. With statistics like th

14、ese and Visa claiming 47%of disputes and fraud cases were Internet-related, it is little wonder that Internet commerce is not producing the profits predicted two or three years ago. Trust takes time to build, and the Internet will not mature as a retail channel until trusted brands, like the banks f

15、or example, start to offer ways of supporting trust relationships with guarantees payment and service.In September, the Organization for Economic Cooperation and Development will hold a meeting to discuss a set of international guidelines for electronic commerce. Part III Banking at homeMany people

16、dislike walking to the bank, standing in long lines, and running out of checks. They are dissatisfied with their banks limited hours, too. They want to do some banking at night, and on weekends. For such people, their problems may soon be over. Before long, they may be able to do their banking from

17、the comfortof their own home, any hour of the day, any day of the week.Many banks are preparing online branches, or Internet offices, which means that people will be able to take care of much of their banking business through their home computers. This process is called interactive banking. At these

18、 online branches, customers will be able to view all their accounts, move money between their accounts, apply for a loan, and get current information on products such as credit cards.Customers will also be able to pay their bills electronically, and even e-mail questions to the bank.Banks are creati

19、ng online services for several reasons. One reason is that banks must compete for customers, who will switch to another bank if they are dissatisfied with the service they receive. The convenience of online banking appeals to the kind of customer banks most want to keep people who are young, well-ed

20、ucated, and have good incomes. Banks also want to take advantage of modern technology as they move into the twenty-first century.Online banking may not be appropriate for everyone. For instance, many people do not have computers at home. Other people prefer to go to the bank and handle their account

21、s the traditional way. Even though online banking may never completely replace a walk-in bank, it is a service that many customers are going to want to use.Part IV More about the topic:In Britain they ask you, Are you being served Whilst in America they tell you to Have a nice day. But what is the s

22、ecret of good customer service From Harrods in London and Saks New York, were going to find out the dos and donts of selling protocol.The reason that Harrods has been so successful over a hundred and fifty years is two fold. First of all theyve offered their customers the products they want to buy i

23、n a pleasant environment. But secondly and more importantly, the level of customer service that theyve given their customers, before sale, during sale and after sale, has been second to none. I think its fair to say that if you compare the British with our cousins elsewhere in the world that we are

24、actually quite a reserved lot. To a certain extent there are a lot of shrinking violets in this country who would rather just do their own thing. Theyd rather wander around and browse and if they do need any help eventually, ask for it. So I think the way that we approach our own U.K. based customer

25、s is actually slightly different to the way we know we need to approach. For example, an American customer, or indeed a Japanese customer, or a Middle Eastern customer, who all have different ways of doing things.Well in serving different, I guess, nationalities, you do take very different approache

26、s. With Europeans, for example, you do kind of let them take a look at everything. See whats being on offer and then ask them if they need any help. I think theyd probably much more prefer to come to you, rather than you so much to go to them. The American customer very much expects you to go to the

27、m, approach them, show them alternatives. Well I think maybe the more European or British customer can be almost turned off by that if someone is seen to be too aggressive, maybe too anxious to make a sale.Its most important that the first contact, the first initial meeting with the customer is a go

28、od and successful one because on that basis, the customer will make up their mind what they want to do next.I quite like the English sales assistants because they definitely have better thing to do than talk to you, which I like. Its very terrifying when you go to America.Can I help you theyre like

29、licking you. Youre just like, No, Im fine. I just want to look. That puts me off. I love the English sales assistant. So where have you experienced the very best in customer service Umm,probably America. In terms of best as in, they give you so much attention itsalmost embarrassing. They treat you,

30、you know, the have a nice day thing. They want to help you. They want you to buy, cause they often work on a commission basis. Thats if you like best. But I prefer the . like, being ignored.Tamara:I think Englands still way behind in terms of, like America for example. I can call in America from Lon

31、don and theyll track the item down. Its not like, Sorry madam we dont have that in your size. I just got the Gucci boots, which mine had actually broken. And in England they said, Sorry you know, thats it. So this womanin Los Angeles tracked them down and, in fact got them for me. Thats because they work on commission. And the sooner we learn that, the better the service will get.So what do the Americans have to say They may speak with a different accent. But is the sales pitch a foreign language to the rest of the wo