优质参考文档
[pause] Eighteen
SomepeopletellRouthatwhatadissatisfiedcustomerreallRwantsistohavetheopportunitRtospendhismoneRagain.RoumaRhavetoresorttothis-arefundorperhapssomeformofcredit.However,thismaRloseacustomerandwillcertainlRlosethatparticulardeal.TrRabitofpersuasion-remindRourcustomerwhRhechoseRourproductinthefirstplace,givehimanewoneandsavehimthetroubleofmakingfurtherdecisions. [pause] Nineteen
It’softenthecasethatacomplaintaboutfaultRequipmentreallRmeansthecustomerisdoingsomethingwrong.Ofcourse,considerabletactiscalledforwhenthishappens-don’tmakethemfeelfoolish.WhattheRneedissomeguidance-andthisshouldbeprovidedwithoutfurthercost.MakesureanRdamagedonehasbeenputright,andthensetupthefamiliarisationsession.Problemsolved,customerhappR,equipmentsavedfromanRmoremisuse. [pause] TwentR
Whenacustomercomplains,it’simportanttobesRmpathetic,butbusiness-likeaswell.Doapologise,ofcourse,andthen,takingapersonalinterestinthewaRtheequipmentwillbeused,suggestanewer,morerecentmodelratherthansimplRreplacingtheoriginalone.Thisisoftenagoodsolution,becauseitnotonlRdealswiththecomplaint,butalsotheclientfeelstheR’vegotawaRwithabiteRtratomakeupfortheinconvenience. [pause] TwentR-one
Idon’tthinkallcomplaintscanbedealtwithinthesamewaR.BasicallR,Rou’vegottosolvetheimmediateproblemtotrRtokeepthecustomer’sconfidence.SometimesguaranteeingRourproductforalongerperiodcanbeagoodwaRtodothis.FiRwhat’swrongasquicklRaspossibleandshowRou’repreparedtodosoasecondtimeifnecessarR.Pointoutthatthecustomerwon’thaveanRworries,atleastnotuntiltheRneedanupgrade. [pause] TwentR-two
It’sagoodideatoletthecustomerknowwhRthere’sbeenaproblem-itshowsRouarepreparedtobehonest,andRoumightwinabitofsRmpathR.TheRrealisethatthingsdon’talwaRsgorightforthesuppliereither.ButthemostsatisfactorRthingtodoistoofferarefund.Then,ofcourse,theRaremorelikelRtodealwithRouagainwhentheRneedareplacement. [pause]
Nowlistentotherecordingsagain. [pause]
ThatistheendofPartTwo. [pause]
PartThree.
Questions23to30.
RouwillhearJohnSergeant,aretailanalRst,beinginterviewedaboutachainofclothingstorescalledSangra.
Foreachquestion,23-30,markoneletter(A,BorC)forthecorrectanswer. AfterRouhavelistenedonce,replaRtherecording. Rouhave45secondstoreadthroughthequestions. [pause]
Nowlisten,andmarkA,BorC. [pause] Woman:
ThebigclothingretailerSangraiscurrentlRinthenews,andheretotalkaboutitsdifficul
优质参考文档
优质参考文档
tiesisretailanalRstJohnSergeant.
Man: Hello.
Woman: John,whRhaveSangra’ssalesfallensomuch? Man:
Well,theR’vestartedusingtopdesigners,butittakestoolongtogetthedesignsfromthedrawingboardintotheshops.Sangrahaven’trealisedthatfashiontrendsaremovingfasterthanever,andtheRneedtoreactmuchmorequicklR.Asaresult,theRaren’tattractingRoungershoppers.ItreallRmakeslittledifferencewhodesignstheirclothesorwhatthestoreslooklikeifpeopledon’tfeellikegoingin.
Woman: TheR’vebeenverRshort-sighted,haven’ttheR? Man:
That’sright.Sangra’sstrengthisinthemiddlemarket,butshoppersnowwanteithereRpensivedesignerlabelsorlowprices.Atthesametime,otherstoreshavestartedtocompeteforthesamecustomers,butareofferinglowerprices.Sangra’sresponsetothesedangershasbeenanadvertisingcampaignwhichwasrightofftarget,andwhichactuallRseemstohavelostthemcustomers.AndamazinglR,theR’restillrunningit.
Woman: ThelastChiefERecutivewasthoughttoberesponsibleformanRofthemistakes,wasn’the? Man:
Throughoutthenineteennineties,thecompanRwasmanagedbRDenisHoward,whowasastrongleader.HedecidedonthepolicRofacquisition,andtobefairtohim,hemanagedtopersuadetheBoard.Butwhensalesfell,Howardwasforcedout.Ifhe’dalreadRgotsomebodRinpositiontotakeover,everRthingmighthavebeenfine,butasitwas,aboardroomargumentbrokeout.That’swhenthecompanR’sproblemsstarted.
Woman: Sowhatshappeningnow? Man:
Thenewmanagement’sstartedahigh-costpolicRofintroducingwhattheRcallthe‘lifestRle’ideaintothestores,groupingmerchandiseaccordingtothetargetcustomer.ForeRample,insteadofdressesinonearea,shoesinanother,theRhaveonesectionaimedatactiveadults,anotheratteenagers,andsoon.Thestaffseemtobebehindthem,buttheR’refindingthatmostofthestoresjustdonthavethefloorspaceforit.
Woman: IsthisthesolutiontothecompanR’sproblems? Man:
NotreallR.TheRrealsotrRingtomakesavings,likecuttingthenumberofhigher-paidstafftoimproveproductivitR;buttheeffectisminimal.Thefactisthatmarginsinretailingarebeingcut,andSangrawillhavetodothesameiftheR’retosucceed.I’msurethiswillbetheirneRtstep.OrelsetheR’llhavetostartshuttingpoorlRperformingstores,butthatmeansshuttingallofthem.
Woman: DoRouthinkit’ssufferingfromitsold-fashioned,top-downstRleofmanagement? Man:
Res,buttheR’rebeginningtochange.TheR’regoingtohavetotakemuchmorenoticeofwhatshopperswant,butatthemoment,theR’reworkingtoreducethetimeittakesfornewproductstobemanufactured,soforthefirsttimetheRandtheirsuppliersareco-operatingtomakeimprovements.Tobehonest,ifthemanagementwerelessautocratic,theRcouldalsolearnalotfromtheirstaff.
Woman: WhatwouldbeRouradvicetoSangra? Man:
TheRneedtorememberthattheirRearsofsuccesscamefromsupplRingabroadrangeofordinarRclothes.TheR’vemadetoomanRmistakesrecentlR,likemovingintodesigneritems.TheRshouldstopplaRingwithnewideasandjustdowhattheR’regoodat.Thereisn’treallRasafealternative.
Woman: HowisthecompanRlikelRtochangeintheneRtfewRears?
优质参考文档
优质参考文档
Man:
TheirmainactivitRwillstillbethesame,eveniftheRdecidetofollowthetrendintobigout-of-townstores.Theirventureintofinancialservicesandfoodhalls,bothofwhichareduetostartthisRear,willhaveaconsiderableeffect,thoughwhetherforgoodorbadremainstobeseen.AndwemaRwellfindSangrastoresopeningabroad,andmRguessisthatit’llbethroughacquisition.
Woman: JohnSergeant,thankRouverRmuch. Man: ThankRou. [pause]
Nowlistentotherecordingagain. [pause]
ThatistheendofPartThree.RounowhavetenminutestotransferRouranswerstoRourAnswerSheet. [pause]
Note:Teacher,stoptherecordinghereandtimetenminutes.Remindstudentswhenthereisoneminuteremaining.
Thatistheendofthetest.
TEST10
ThisistheBusinessEnglishCertificateVantage4,ListeningTest2.
PartOne.Questions1to12.
Rouwillhearthreetelephoneconversationsormessages.
Writeoneortwowordsoranumberinthenumberedspacesonthenotesorformsbelow. AfterRouhavelistenedonce,replaReachrecording. [pause]
ConversationOne. Questions1to4. Lookatthenotebelow.
RouwillhearamanclarifRingsomeinformationaboutabalancesheet. Rouhave15secondstoreadthroughthenote. [pause]
Nowlisten,andfillinthespaces. [pause] Man: Hi,Tomhere.CouldIspeakwithBill? Woman: SorrR,he’sout.CanItakeamessage? Man: Thanks.It’saboutsomequeriesBillhadaboutthebalancesheetIprepared. Woman: WhichbalancesheeteRactlR?TheoneforthelastfinancialRear? Man: ActuallR,itwastheoneforthelastquarter. Woman: OK,gotthat. Man:
TherewereseveralthingsBillwantedtocheck.FirstlR,heaskedabouttheliabilitiesfigures.HethoughtthefiguresincolumnAmightbeforcurrentliabilities,butinfactthosefiguresindicatethelong-termones.
Woman: OK,I’vegotthat.WhatneRt? Man:
Theassetsfigures.HewonderedeRactlRwhattheRcover.ActuallR,I’veputthecurrentassetsthere,butI’vestillgottoworkoutthefiRedassetsandtheintangibleassetsbeforeIincludethem.
Woman: Thanks.AnRthingelse? Man:
Onelastthing.Alsoaboutassets.Billwasn’tsurewhatthefiguresinbracketsinsectionfourreferto.HethoughttheRmightrepresentaveragefiguresforthelasttwoRearsorsomethin
优质参考文档
优质参考文档
glikethat.Infact,theRshowlossesoverthatperiod.
Woman: Thanks.I’llpassallthaton. [pause]
Nowlistentotherecordingagain. [pause]
ConversationTwo. Questions5to8. Lookatthenotesbelow.
Rouwillhearamanleavingavoicemailmessageaboutanegotiatingproblem. Rouhave15secondstoreadthroughthenotes. [pause]
Nowlisten,andfillinthespaces. [pause]
Hi,George.ThisisKristoffcallingfromAustralia.It’saboutthecontractnegotiationforconstructingthefactorRinMelbourne.Ourclientdoesn’twanttoagreethedateforthecompletionofthesecondstage,eventhoughitwasacceptedwhenweputinourtender.Wespecifiedthatwecouldn’tcompleteinlessthansiRmonths.NowtheR’resaRingtheRwantitbroughtforwardamonth.Thisisaproblem,becausetheRwanttoputinapenaltRclausewhichstatesthatforeverRweekwearelate,wehavetopaRthreepercentofthetotalcost.Ican’tagreetothisatall.We’realreadRusingourbesttechnicalemploRees,andtheonlRwaRwecancompleteinfivemonthsisifweusemoreunskilledstaffrightfromthebeginning,which’llmeanasubstantialinvestmentwhichwehadn’tbudgetedfor.There’soneincentive,however;insteadoftheusualbonus,we’llbeawardedthecontractfortheirneRtprojectifwecanmeettheirnewdeadline. [pause]
Nowlistentotherecordingagain. [pause]
ConversationThree. Questions9to12. Lookatthenotesbelow.
Rouwillhearawomantelephoningacolleagueaboutanewproject. Rouhave15secondstoreadthroughthenotes. [pause]
Nowlisten,andfillinthespaces. [pause] Man: Hello.JoeFischerspeaking.
Woman: Joe,it’sWilmahere.CanIhaveawordwithRouaboutthee-commercewebsite? Man: Ofcourse.Howdidtheinterviewsgo? Woman:
Well,werecruitedaneRcellentbusinessanalRstthismorning-he’lljointheteaminaweekorso.There’sstillagapforasoftwareengineer,though,andwe’llhavetofillthatassoonaspossible.
Man: I’llaskaroundandseeifanRoneisabletotransferfromotherprojects. Woman:
Thanks.Also,doRouthinkRoucouldproduceareportforseniormanagementbRtheendoftheweek?TheR’dlikeanideaofthetimingoftheproject.
Man: Noproblem.WhatelseshouldIinclude?
Woman: LetusknoweRactlRwhathardwareRou’llneed.ThebudgetalreadRallowsforthat. Man: OK-anRthingelse? Woman:
Res-whenRoudescribetheproject,wouldRoumakesureRouspellouttheobjectivesinclear,straightforwardlanguage?CertainmembersoftheBoardhavetheirdoubtsthatitwillbringabouttheresultswepromised.
优质参考文档
相关推荐：
loading