BEC中级口语复习资料.docx

1、BEC中级口语复习资料1. Monitoring the quality of service providedFeedback from the customersA: Feedback from the customers is very important because feedback can reflect the opinion of the customers on the quality of your service. To get this feedback and analyze it carefully is very helpful. From this feedb

2、ack you can know what your customers think of your service what they are not satisfied with and how they like you to improve the quality of your service. Once you know what your customers want you will have a clear objective to improve or maintain the quality of your service and your monitoring will

3、 be more effective.Checking sales figuresA: when we monitor the quality of service provided we must first check our sales figures. Sales figures is one of the most important factors in testing if the service you provide has high quality and if the customers are satisfied with your service. If your s

4、ales figures continue to grow that means you succeed in maintaining the quality of your service and your customers are confident when choosing your service. If there is a sudden decrease in your sales figure that will probably mean that you are now in trouble and the quality of your service is decli

5、ning or undermined by some factors of uncertainty, which means you have to check the whole quality-control system to find out where the problem is.2. Choosing a new sales agentExperience of agentA: we should first consider the experience of the agent we choose. The more experience the agent has the

6、more chance he or she will have in dealing with sales. An experienced agent has profound knowledge on sales and is very professional in promoting sales and selling goods to customers. Furthermore experienced agent may have established his or her sales channels or relations which are the key factors

7、to the success of sales. They can help you to enter or open up markets quickly and effectively which will save a lot of your money or energy.Number of contactsA: we should first consider the number of contacts our agents have. The more contacts they have the more sales channels they may have establi

8、shed before. As PR is gaining its importance nowadays an agent with frequent contacts with both customers and clients is more urgently needed to help us compete with our rivals and win in the highly-competitive market.3. Planning the layout of a new storeAttractivenessA: in order to plan the layout

9、of a new store we must improve the attractiveness of our store. The layout of the store should reflect our value and concept and should be in harmony with the environment we create. It will make our customers feel comfortable when they are shopping or visiting our store. We must introduce more custo

10、mer-friendly design and use them in the layout of our store to ensure that every customer visiting our store is satisfied with the convenience we bring to them. In a word we must spare no efforts to enhance the attractiveness of our store.Security of goodsA: of course we should first take the securi

11、ty of goods into consideration. It is our hope that every customer visiting our store can feel comfortable and we are reluctant to see any customer be hurt due to the neglect of security of goods. For example goods such as cosmetics or kitchen utensils which are not suitable for children to touch wi

12、ll be place at a relatively safe place and attached with labels warning the potential dangers. Goods which are placed at high places will be watched closely by our staff especially when our customers touch or remove them.4. Aiming to reduce staff turnoverFinancial incentivesA: in my opinion financia

13、l incentives are the best way to reduce staff turnover. According statistics almost two thirds of the staff turnover occurs due to the companys failing to improve the financial situation of the staff. In addition most of the excuses the staff can find to explain why they will quit are related to poo

14、r financial situations. We can establish an incentive system within the whole company to reward those who are willing to stay with us and make their due contribution to our company. Thus we can stimulate our staff and reduce to a large extent the staff turnover.Career structureA: by planning a compl

15、ete career structure for our staff we can successfully reduce the staff turnover of the company. Every staff of our company hopes to have a bright future in our company and they are keen to see that after a period of hard work they finally achieve something or get some position which they deserve. S

16、o we can set a clear and complete career structure for them in advance to eliminate any suspicion of our staff that they wont be paid special attention within the company. Thus everyone in the company can have a clear objective ahead of them and they will of course strive to their goals without any

17、thought of leaving us.5. Setting prices for new productsProduction costsA: when we set prices for new products we should first consider our production costs which are an important factor in pricing. I t is no doubt that any newly-set price of any product should at least cover its production cost. Ot

18、herwise you wont gain any profits from your product. So we must calculate the production costs carefully before we could set price. The production costs should include the cost you have on the purchase of the raw material the cost occurs in the production line and the cost you have in the packaging

19、promotion and after-service.Competitors priceA: the best way of setting prices for our new products is to find out what price our competitor sets for the products in the same catalogue with ours. It is no doubt that our competitor has carried out a complete market research on the pricing of it produ

20、cts before it sets their price. We can make use of it and what we have to do is to know their price compare it with ours and set our own one. It is obvious that we can save our money and energy we will have to spend on the market research and the whole pricing procedure we now follow is very fast an

21、d effective.6. Dealing with complaints from clientsOffering an apologyA: the best way to deal with complaints from your clients is to offer them your apology in which you explain in detail what causes them to make their complaints and express your sincere apology to them in order to get their forgiv

22、eness. Of course if what they complain about is true you should also offer some compensation in your apology which can make your customers feel valued and believe that any inconvenience you have caused them is never going to happen.Suggesting a solution to the problemA: after you receive your custom

23、ers complaint you should immediately write to them suggesting a solution to the problem which should be very specific and explains in detail what you are going to do for the problem. Generally your customers will probably prefer compensation a refund or a change of your products or service. So make

24、sure that your customers will have a clear idea of what they could receive. Besides you should make your promise that this kind of problem wont happen again and express your hope that your customers can maintain the relationship with you after this unhappy accident.7. Exporting goods or services for

25、 the first timePersonal contactsA: when we export goods or services for the first time we can contact people we know in the business circle. Being newcomers we might not have the established markets or channels for us to export goods or services. We can overcome the difficulty by communicating with

26、our friends or acquaintances that are doing business now and familiar with the situation of the market you want to enter.Professional adviceA: Being the first time you export your goods you are not very familiar with the procedures you should follow in exporting and the situation of the market you w

27、ant to enter. It is very important then for you to ask experts in your company for their professional advice. They are experienced businessmen whose advice would be valuable for you to take and whose experience would be precious for you to learn from. You can avoid making mistakes that often occur o

28、n the freshmen and thus save your time and energy.8. Aiming for promotionQuality of performanceA: if you want to get promotion its important for you to show your employers the high level of your performance. The quality of performance is always used to test the ability of the candidates who will be

29、promoted within the company so you must pay attention to your own performance such as your ability to communicate and co-operate with others; your ability to deal with the current job; your ability to control and manage your staff as well as your ability to handle crisis when they occur. Your employ

30、er will be satisfied if you can show him or her such your abilities and then you will get a better chance to be promoted.Company loyaltyA: your boss will take consideration of your loyalty when deciding whether to promote you or not so try your best to show your loyalty to your company and make sure

31、 that you do have such loyalty which demonstrates an employees quality and attribute. It is the fact that a company wont give chance to the employee who may always disgruntle and complain or even undermine his or her company.9. Choosing transport for a business tripConvenienceA: as a businessman you

32、 have to consider the convenience of the transport you choose for your business trip. The key element of the success of your business is the time. In order to save your time and arrange your agenda more effectively you must choose the most convenient transport which can make you arrive at your destination and without any delay.Cost-effectiveness A: there is an old saying in business. That is money matters. So you have to consider the cost that may occur when you select transport for your business trip. It is not wise to choose those transporting tools whose cost is beyond you