BEC中级口语复习资料

__________________________________________________What's important when…?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 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 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 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 agentExperience of agentA: 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 contactsA: 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 thehighly-competitive market.3. Planning the layout of a new storeAttractivenessA: 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 morecustomer-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 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 turnoverA: 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 structureA: 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 them 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 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. 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 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 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 problemA: 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 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 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 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 promotionQuality of performanceA: 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 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 that you do have such loyalty which demonstrates an employee’s quality and attribute. It is the fact that a company won’t give chance 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-effectivenessA: 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 campaignMarket researchA: 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 especially 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 mediaA: 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 changeFuture study or trainingA: 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 promotionA: 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 promotionAttitude 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 performance and a better result. In a company the best candidates for promotion are usually those who are willing to do their jobs take their responsibility and make their commitment.Current performanceA: The only criterion when we select staff for promotion is his or her performance. Performance demonstrates your employee’s ability to sell products prom ote products communicate with your clients and deal with crisis. All of these abilities are what you and your company need in many fields of your business. Therefore when you promote an employee who might become the core of the management of your company it is important for you to consider his or her performance. In addition judging an employee by his or her performance in itself is also an universally-recognized rule applied by many companies in promoting their staff.13. Entertaining clientsTypes of activitiesA: we must choose appropriate types of activities to entertain different clients. Different clients have different tastes interests and hobbies. In order to make them feel satisfied and comfortable we must choose the activities they prefer and are interested in. For example if you find your client has a taste for art or music then take him or her to a concert. If he or she is a sports fan take him or her to the sports event. Besides we seek to find chances to do business with our clients while entertaining them. Therefore we must first create a sound environment in which we can discuss our business comfortably. Different types of activities can help us create different environments. No place is more suitable than a gulf course where you can possibly sign a contract successfully while enjoying playing games with your clients. And no place is more suitable that a stadium where you can negotiate the__________________________________________________import of your sportswear while experiencing the excitement of the match.CostA: entertaining clients is just one of our approaches to enhance the relationship with our clients. So it must be cost-effective and there is no point of spending our money on it. When we entertain our clients we must first ask ourselves what kind of activities we can afford to entertain them and what kind of activities is unnecessary for us to choose. Spending too much money on client entertaining will exert heavy burdens on our company.14. Choosing retail premises to rentLocationA: location plays a very important role when we choose retail premises to rent. In fact the premises we choose will become our store shop or branch in the future. So it should be at least located in the downtown area or near the high-street facilities where we can easily find our customers and promote our goods. A good location itself is a good advertisement and can help us to increase our sales to a large extent. In addition a good location means an easy transportation which can make our goods delivery fast and convenient. We don’t have to worry about any delay caused by isolated location of our shop.Length of contractA: the longer we sign the contract the less the rental we will have to pay in a fixed period. A ten-year contract will only cost you half of the money a five-year contract could cost you. Therefore we will definitely consider the length of the contract. Before you rent the premises decide if you want to do a long-term or short-term retail business. Then decide the length of your contract. Generally speaking the renter will prefer the long-term contract.15. Deciding on packaging for productsImageA: the packaging of our products is in fact a kind of advertisement for our products. So when we decide on__________________________________________________packaging for products we must first consider if the packaging can reflect the image of our products. It must best represent the quality of our products through its design and layout which can attract our customers to buy our products. The packaging should show the distinctive features of our products so that every customer can have a better understanding of our products after just taking a look at our products. And we should make sure that the customers can identify our products immediately through the packaging.Production processA: the production process decides the physical characters of your products. Whether they are made of metal glass or wood. Because of these characters you have to select different kind of packaging. For example being fragile your products made of glass should be packaged in a soft container which can stand the impact of collision. Your wood products should be kept in the anti-wet and anti-mold packaging. As for metal products anti-wet and anti-rust packaging is necessary. Appropriate packaging can ensure the quality of your products during the delivery.16. Being interviewed for a jobInformation about the companyA: the interviewer will always ask you some general and detailed questions about the job you apply. Most of them are about the company which could be your future workplace. During the interview the interviewer will consider your answer and your feedback and make his or her own judgment on your quality and personality according to your answer. If you for example can demonstrate your understanding of what the company is dealing with and your idea of the com pany’s future development you are very likely to be hired because your answers which contain plenty of information about the company show that you have taken this company and your future with it into serious consideration. Therefore it is important for you to get as much such information as possible.Personal appearance__________________________________________________A: one of the golden rules guiding your behavior during the interview is to pay special attention to your personal appearance. Most interviewers are subject to the thought that they can tel l a lot about the interviewee’s personality through his or her appearance although this is not quite true. Therefore your personal appearance will play an important role in getting yourself the job you want. Dress yourself appropriately before the interview and pay attention to your gesture pose and eye contact during the interview. Never say rude words and give impossible promise. Try to make yourself refreshing and energetic.17. Exhibiting at trade fairQuality of displayA: the key to the success of the exhibition at the trade fair is the quality of display. Your display at the trade fair functions as a window through which your potential customers or buyers can know and form their own opinions on your products or services. Therefore you must ensure that goods you display at the exhibition meet the highest standard you set for your products and demonstrate the best features of your products. In order to achieve these objectives you must plan in advance every detail of your display carefully and try your best to maintain the high quality of your exhibition.Staff selectedA: your aim of exhibiting your products at the trade fair is to show your customers the high quality of your products through fine demonstration and careful explanation, which will only be achieved by selecting right staff to attend the trade fair. The staff you select should at least have a good understanding of the products you display. They must know the quality function description production packing and other important fields of your products. Besides they must have strong ability of promoting and marketing. These elaborately-selected staff can answer any kind of question produced by the customers about your products and can secure contracts with them skillfully, which will make your displaya complete success.18. introducing a reward system for staffA: it is very important for you to ask yourself what you expect from the reward system when you consider the introduction. That is to say you must first make it clear the purpose of the reward system. Will it be used to stimulate your staff’s morale or will it be used to keep your staff working with high efficiency. Without the understanding of these it is difficult for you to place the reward system at the right place. The staff will probably get confused or even annoyed with the system because you fail to explain to them the purpose of it. Besides a system without clear purpose won’t achieve much as you expect it. Types of rewardA: top priority should be given to the types of reward when you introduce the reward system. You must decide the types according to specific situations. For example to those who have made great contribution to the company the reward should be material and it is not enough to give them just some verbal appraisal. Of course you cannot carry out material reward excessively because your carelessness will make some of your staff bear grudge against those being rewarded. In a word the type you choose should be fair and appropriate.19. Starting a new jobKnowledge of company proceduresA: knowledge of company procedures is very important when you start a new job. There are always specific steps or procedures you have to follow in your job. For a newcomer like you this is particularly the case. If you want to be successful in your career you should know clearly how to do your job at different stages of your job, which means you should follow every single procedure correctly and carefully. Therefore when you start your job make sure that you have a good understanding of all the procedures. You can get the information from the job description or from your colleagues.Help from company staff__________________________________________________A: it is no doubt that you as a starter, need help from your company staff who are more experienced and skillful than you in the work. Their help and advice are valuable information for you to carry out your work plan or project. You won’t worry about the lack of experience and being unfamiliar with the work. Therefore when you start your new job try your best to communicate with your colleagues and turn this communication into a useful help for you to conduct your work.20. Selecting staff for marketing trips abroad Position in the companyA: of course we should consider the position of our staff when we are selecting them for marketing trips abroad. The mission of the trip is to conduct market research on the oversea market as well as the consuming habits of the customers there. In order to carry out the research successfully we should select those who are doing the same job and being in charge of the market research in the company. Usually they are the staffs from the marketing department who have first-hand knowledge and experience of the marketing. After all we cannot choose the person from the accounting department to do this job should we? Previous experience of other countriesA: previous experience of other countries is the top priority that you should give when you select staff for marketing trips abroad. The success of the trips abroad depends on the success of the communication carried out by the staff you select and his or her target consumers or clients in foreign countries. In order to conduct the communication successfully the staff should have a good understanding of the specific culture of the target country and a high ability of communicating with foreigners. Only those who have been abroad and have previous experience of other countries can meet the above requirement. And it is them who we should select.21. Aiming to reduce production costsEfficiency of production line__________________________________________________A: if you want to reduce the production costs you will have to improve the efficiency of production line. Most of the production costs occur when the production line of your company fails to operate fast. The money you use to set up the production line and produce products is the most investment and major cost. In order to cover the cost you must improve the efficiency of the production line and make it produce more products in a fixed period. Therefore when you aim to reduce the production costs what you should do is to improve the efficiency of the production line. Cost of raw materialsA: the money you use to purchase the raw materials before or during the production is the major part of your production costs. Suppose you sell your products at a fixed price theoretically the higher the cost of raw materials is the less your margin or profit will be. Therefore when you reduce production costs top priority should be given to reducing the cost of raw materials. Try to negotiate a bulk discount when dealing with your supplier. Or you can sign a long-term contract with your supplier in which a relatively low price can be set for you in purchasing of raw material.。