BEC中级口语复习资料

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