BEC中级口语复习资料全

What's important when…?

1. Monitoring the quality of service provided

Feedback from the customers

A: 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 a.s.a.p. and analyze it

carefully is very helpful. From this feedback 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 be more effective.

Checking sales figures

A: 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 sales 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 declining

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 agent

Experience of agent

A: we should first consider the experience of the agent we choose. The more experience the

agent has the 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 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 contacts

A: we should first consider the number of contacts our agents have. The more contacts they

have the more sales channels they may have established 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 store

Attractiveness

A: in order to plan the layout 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 customer-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 goods

A: of course we should first take the security 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 will 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 turnover

Financial incentives

A: in my opinion financial incentives are the best way to reduce staff turnover. According

statistics almost two thirds of the staff turnover occurs due to the company’s 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 poor 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 structure

A: by planning a complete 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. So we can set a clear and complete

career structure for th

em in advance to eliminate any suspicion of our staff that they won’t 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 thought of

leaving us.

5. Setting prices for new products

Production costs

A: 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. Otherwise you won’t 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 promotion and after-service.

Competitor’s price

A: 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 products 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 and effective.

6. Dealing with complaints from clients

Offering an apology

A: 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 forgiveness. 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 problem

A: after you receive

your customer’s 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 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 won’t 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 the first time

Personal contacts

A: 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 our

friends or acquaintances that are doing business now and familiar with the situation of the

market you want to enter.

Professional advice

A: 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 want 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 on the freshmen and thus save your time and energy.

8. Aiming for promotion

Quality of performance

A: if you want to get promotion it’s 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 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 employer 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 loyalty

A: 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 that you do have such

loyalty which demonstrates an employee’s quality and attribute. It is the fact that a company

won’t give chan

ce to the employee who may always disgruntle and complain or even

undermine his or her company.

9. Choosing transport for a business trip

Convenience

A: as a businessman you 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 a.s.a.p. 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 your budget. Expensive transporting tools can

inevitably increase your cost even before you do a business, which will take up a large

proportion of your budget or even make you fail to meet your targets. You should never allow

this kind of cost to ruin your whole business.

10. Planning an advertising campaign

Market research

A: market research is very important when we plan an advertising campaign. Since it is the first

time we plan the advertising campaign we are not clear about the situation in the market

e

specially our potential customers’ tastes for advertising. Therefore we can carry out a market

research to find out which form of advertising our customers like best and what our customers

expect from our products. With the understanding of these we then conclude the information in

our advertising to give our customers a impression that our advertisement is very attractive

and the products it promotes are just what they want.

Selecting appropriate media

A: to select an appropriate media is the fist and most important step when we plan our

advertising campaign. The success of our advertising depends on the effectiveness and the

popularity of the media we choose to promote our products. This media must have a lot of

audience or listeners and must be very influential. For example it should be a nation-wide or

local newspaper with a large circulation. Only to choose this kind of media can we ensure that

the greatest possible majority of people can have the access to our advertisement which will

directly affect the sales of our products. In addition this kind of media usually has great

influence on the public’s opinion. Therefore they can help us to create a positive image of our

products to the public.

11. Considering a career change

Future study or training

A: top consideration should be given to future study or training when we consider a career

change. The career you are intended to change should be able to provide you with the chance

for your future study or training which is very important for you if you want to achieve high

success in your work. If the career fails to offer you any chance to study or get trained that

means you are unlikely to develop yourself fully in this career and you should not hesitate to

change it. As an employee you should choose the career that can allow you to develop your

potential and that can promise you a better future both in your work and your study.

Opportunities for future promotion

A: as an employee the opportunities you can get for future promotion from your career is very

important and therefore should be your first consideration. For most of us who starts our

career our dreams are all about getting promotions, taking more and more responsibilities and

finally reaching the top of the management. In order to realize these dreams we employees

need a company or an organization that can provide us with plenty of career opportunities and

sound environment. In a company where such opportunities are rare it is impossible for you to

realize your dream. In addition a lot of your precious time will be wasted. Remember: more

opportunities better future.

12. Selecting staff for promotion

Attitude to work

A: we should of course consider the staff who hold positive attitudes towards their work as the

candidates for promotion. Positive attitudes allow people to have a correct understanding of what

they are doing so that they can devote themselves to their work which will lead to a better