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 ofthe customers on the quality of your service. To get this feedback a.s.a.p. and analyze itcarefully is very helpful. From this feedback you can know what your customers think of yourservice what they are not satisfied with and how they like you to improve the quality of yourservice. Once you know what your customers want you will have a clear objective to improveor 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. Salesfigures is one of the most important factors in testing if the service you provide has highquality and if the customers are satisfied with your service. If your sales figures continue togrow that means you succeed in maintaining the quality of your service and your customersare confident when choosing your service. If there is a sudden decrease in your sales figurethat will probably mean that you are now in trouble and the quality of your service is decliningor undermined by some factors of uncertainty, which means you have to check the wholequality-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 theagent has the more chance he or she will have in dealing with sales. An experienced agenthas profound knowledge on sales and is very professional in promotingsales and sellinggoods to customers. Furthermore experienced agent may have established his or her saleschannels or relations which are the key factors to the success of sales. They can help you toenter or open up markets quickly and effectively which will save a lot of your money orenergy.Number of contactsA: we should first consider the number of contacts our agents have. The more contacts theyhave the more sales channels they may have established before. As PR is gaining itsimportance nowadays an agent with frequent contacts with both customers and clients ismore urgently needed to help us compete with our rivals and win in the highly-competitivemarket.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. Thelayout of the store should reflect our value and concept and should be in harmony with theenvironment we create. It will make our customers feel comfortable when they are shoppingor visiting our store. We must introduce more customer-friendly design and use them in thelayout of our store to ensure that every customer visiting our store is satisfied with theconvenience we bring to them. In a word we must spare no efforts to enhance theattractiveness of our store.Security of goodsA: of course we should first take the security of goods into consideration. It is our hope that everycustomer visiting our store can feel comfortable and we are reluctant tosee any customer behurt due to the neglect of security of goods. For example goods such as cosmetics or kitchenutensils which are not suitable for children to touch will be place at a relatively safe place andattached with labels warning the potential dangers. Goods which are placed at high placeswill be watched closely by our staff especially when our customers touch or remove them.4. Aiming to reduce staff turnoverFinancial incentivesA: in my opinion financial incentives are the best way to reduce staff turnover. Accordingstatistics almost two thirds of the staff turnover occurs due to the company's failing to improvethe financial situation of the staff. In addition most of the excuses the staff can find to explainwhy they will quit are related to poor financial situations. We can establish an incentivesystem within the whole company to reward those who are willing to stay with us and maketheir due contribution to our company. Thus we can stimulate our staff and reduce to a largeextent the staff turnover.Career structureA: by planning a complete career structure for our staff we can successfully reduce the staffturnover of the company. Every staff of our company hopes to have a bright future in ourcompany and they are keen to see that after a period of hard work they finally achievesomething or get some position which they deserve. So we can set a clear and completeem in advance to eliminate any suspicion of our staff that they won't be career structure for thpaid special attention within the company. Thus everyone in the company can have a clearobjective ahead of them and they will of course strive to their goals without any thought ofleaving us.5. Setting prices for new productsProduction costsA: when we set prices for new products we should first consider our production costs which arean important factor in pricing. I t is no doubt that any newly-set price of any product should atleast cover its production cost. Otherwise you won't gain any profits from your product. So wemust calculate the production costs carefully before we could set price. The production costsshould include the cost you have on the purchase of the raw material the cost occurs in theproduction line and the cost you have in the packaging promotion and after-service.Competitor's priceA: the best way of setting prices for our new products is to find out what price our competitor setsfor the products in the same catalogue with ours. It is no doubt that our competitor has carriedout a complete market research on the pricing of it products before it sets their price. We canmake use of it and what we have to do is to know their price compare it with ours and set ourown one. It is obvious that we can save our money and energy we will have to spend on themarket 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 whichyou explain in detail what causes them to make their complaints and express your sincereapology to them in order to get their forgiveness. Of course if what they complain about is trueyou should also offer some compensation in your apology which can make your customersfeel valued and believe that any inconvenience you have caused them is never going tohappen.Suggesting a solution to the problemyour customer's complaint you should immediately write to them suggesting A: after you receivea solution to the problem which should be very specific and explains indetail what you aregoing to do for the problem. Generally your customers will probably prefer compensation arefund or a change of your products or service. So make sure that your customers will have aclear idea of what they could receive. Besides you should make your promise that this kind ofcan maintain the problem won't happen again and express your hope that your customersrelationship with you after this unhappy accident.7. Exporting goods or services for the first timePersonal contactsA: when we export goods or services for the first time we can contact people we know in thebusiness circle. Being newcomers we might not have the established markets or channels forus to export goods or services. We can overcome the difficulty by communicating with ourfriends or acquaintances that are doing business now and familiar with the situation of themarket you want to enter.Professional adviceA: Being the first time you export your goods you are not very familiar with the procedures youshould follow in exporting and the situation of the market you want to enter. It is very importantthen for you to ask experts in your company for their professional advice. They areexperienced businessmen whose advice would be valuable for you to take and whoseexperience would be precious for you to learn from. You can avoid making mistakes that oftenoccur 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 ofyour performance. The quality of performance is always used to test the ability of thecandidates who will be promoted within the company so you must pay attention to your ownperformance such as your ability to communicate and co-operate with others; your ability todeal with the current job; your ability to control and manage your staff as well as your ability tohandle crisis when they occur. Your employer will be satisfied if you can show him or her suchyour 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 notso try your best to show your loyalty to your company and make sure that you do have suchloyalty which demonstrates an employee's quality and attribute. It is the fact that a companyce to the employee who may always disgruntle and complain or even won't give chanundermine his or her company.9. Choosing transport for a business tripConvenienceA: as a businessman you have to consider the convenience of the transport you choose for yourbusiness trip. The key element of the success of your business is the time. In order to saveyour time and arrange your agenda more effectively you must choose the most convenienttransport 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 costthat may occur when you select transport for your business trip. It is not wise to choose thosetransporting tools whose cost is beyond your budget. Expensive transporting tools caninevitably increase your cost even before you do a business, which will take up a largeproportion of your budget or even make you fail to meet your targets. You should never allowthis 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 firsttime we plan the advertising campaign we are not clear about the situation in the marketspecially our potential customers' tastes for advertising. Therefore we can carry out a market eresearch to find out which form of advertising our customers like best and what our customersexpect from our products. With the understanding of these we then conclude the information inour advertising to give our customers a impression that our advertisement is very attractiveand 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 ouradvertising campaign. The success of our advertising depends on the effectiveness and thepopularity of the media we choose to promote our products. This media must have a lot ofaudience or listeners and must be very influential. For example it should be a nation-wide orlocal newspaper with a large circulation. Only to choose this kind of media can we ensure thatthe greatest possible majority of people can have the access to our advertisement which willdirectly affect the sales of our products. In addition this kind of media usually has greatinfluence on the public's opinion. Therefore they can help us to create a positive image of ourproducts 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 careerchange. The career you are intended to change should be able to provide you with the chancefor your future study or training which is very important for you if you want to achieve highsuccess in your work. If the career fails to offer you any chance to studyor get trained thatmeans you are unlikely to develop yourself fully in this career and you should not hesitate tochange it. As an employee you should choose the career that can allow you to develop yourpotential 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 veryimportant and therefore should be your first consideration. For most of us who starts ourcareer our dreams are all about getting promotions, taking more and more responsibilities andfinally reaching the top of the management. In order to realize these dreams we employeesneed a company or an organization that can provide us with plenty of career opportunities andsound environment. In a company where such opportunities are rare it is impossible for you torealize your dream. In addition a lot of your precious time will be wasted. Remember: moreopportunities better future.12. Selecting staff for promotionAttitude to workA: we should of course consider the staff who hold positive attitudes towards their work as thecandidates for promotion. Positive attitudes allow people to have a correct understanding of whatthey are doing so that they can devote themselves to their work which will lead to a betterperformance and a better result. In a company the best candidates for promotion are usuallythose 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. Performanceote products communicate with demonstrates your employee's ability tosell products promyour clients and deal with crisis. All of these abilities are what you and your company need inmany fields of your business. Therefore when you promote an employee who might becomethe core of the management of your company it is important for you to consider his or herperformance. In addition judging an employee by his or her performance in itself is also anuniversally-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 clientshave different tastes interests and hobbies. In order to make them feel satisfied andcomfortable we must choose the activities they prefer and are interested in. For example if youfind your client has a taste for art or music then take him or her to a concert. If he or she is asports fan take him or her to the sports event. Besides we seek to find chances to do businesswith our clients while entertaining them. Therefore we must first create a sound environment inwhich we can discuss our business comfortably. Different types of activities can help us createdifferent environments. No place is more suitable than a gulf course where you can possiblysign a contract successfully while enjoying playing games with your clients. And no place ismore suitable that a stadium where you can negotiate the import of your sportswear whileexperiencing the excitement of the match.CostA: entertaining clients is just one of our approaches to enhance the relationship with ourSo it must be cost-effective and there is no point of spending our money on it. When clients.we entertain our clients we must first ask ourselves what kind of activities we can afford toentertain them and what kind of activities is unnecessary for us to choose. Spending too muchmoney 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 thepremises we choose will become our store shop or branch in the future. So it should be atleast located in the downtown area or near the high-street facilities where we can easily findour customers and promote our goods. A good location itself is a good advertisement and canhelp us to increase our sales to a large extent. In addition a good location means an easytransportation which can make our goods delivery fast and convenient. We don't have to worryabout 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. Aten-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 premisesdecide if you want to do a long-term or short-term retail business. Then decide the length ofyour 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 wedecide on packaging for products we must first consider if the packaging can reflect the imageof our products. It must best represent the quality of our products through its design and layoutwhich can attract our customers to buy our products. The packaging should show thedistinctive features of our products so that every customer can have a better understanding ofAnd we should make sure that the our products after just taking a look at our products.customers can identify our products immediately through the packaging. Production processA: the production process decides the physical characters of your products. Whether they aremade of metal glass or wood. Because of these characters you have to select different kind ofpackaging. For example being fragile your products made of glass should be packaged in a softcontainer which can stand the impact of collision. Your wood products should be kept in theanti-wet and anti-mold packaging. As for metal products anti-wet and anti-rust packaging isnecessary. 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 youapply. Most of them are about the company which could be your future workplace. During theinterview the interviewer will consider your answer and your feedback and make his or her ownjudgment on your quality and personality according to your answer. If you for example candemonstrate your understanding of what the company is dealing with and your idea of thecompany's future development you are very likely to be hired because your answers whichcontain plenty of information about the company show that you have taken this company andyour future with it into serious consideration. Therefore it is important for you to get as muchsuch information as possible.Personal appearanceA: one of the golden rules guiding your behavior during the interview is to pay special attention toyour personal appearance. Most interviewers are subject to the thoughtthat they can tell a lotabout 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 youwant. Dress yourself appropriately before the interview and pay attention to your gesture poseand eye contact during the interview. Never say rude words and give impossible promise. Try tomake 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 atthe trade fair functions as a window through which your potential customers or buyers canknow and form their own opinions on your products or services. Therefore you must ensurethat goods you display at the exhibition meet the highest standard you set for your productsand demonstrate the best features of your products. In order to achieve these objectives youmust plan in advance every detail of your display carefully and try your best to maintain thehigh quality of your exhibition.Staff selectedA: your aim of exhibiting your products at the trade fair is to show your customers the high qualityof your products through fine demonstration and careful explanation, which will only be achievedby selecting right staff to attend the trade fair. The staff you select should at least have a goodunderstanding of the products you display. They must know the quality function descriptionproduction packing and other important fields of your products. Besides they must have strongability of promoting and marketing. These elaborately-selected staff can answer any kind ofquestion produced by the customers about your products and can secure contracts with themskillfully, which will make your display a complete success.18. introducing a reward system for staffPurpose of the reward systemA: it is very important for you to ask yourself what you expect from the reward system when youconsider the introduction. That is to say you must first make it clear the purpose of the rewardsystem. Will it be used to stimulate your staff's morale or will it be used to keep your staffworking with high efficiency. Without the understanding of these it is difficult for you to placethe reward system at the right place. The staff will probably get confused or even annoyed withthe system because you fail to explain to them the purpose of it. Besides a system withoutclear 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. Youmust decide the types according to specific situations. For example to those who have madegreat contribution to the company the reward should be material and it is not enough to givethem just some verbal appraisal. Of course you cannot carry out material reward excessivelybecause your carelessness will make some of your staff bear grudge against those beingrewarded. 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 arealways specific steps or procedures you have to follow in your job. For a newcomer like you thisis particularly the case. If you want to be successful in your career you should know clearly howto do your job at different stages of your job, which means you should follow every singleprocedure correctly and carefully. Therefore when you start your job make sure that you have agood understanding of all the procedures. You can get the information from the job description orfrom your colleagues.Help from company staffA: it is no doubt that you as a starter, need help from your company staff who are moreexperienced and skillful than you in the work. Their help and advice are valuable informationfor you to carry out your work plan or project. You won't worry about the lack of experience andbeing unfamiliar with the work. Therefore when you start your new job try your best tocommunicate with your colleagues and turn this communication into a useful help for you toconduct your work.20. Selecting staff for marketing trips abroadPosition in the companyA: of course we should consider the position of our staff when we are selecting them formarketing trips abroad. The mission of the trip is to conduct market research on the overseamarket as well as the consuming habits of the customers there. In order to carry out theresearch successfully we should select those who are doing the same job and being in chargeof the market research in the company. Usually they are the staffs from the marketingdepartment who have first-hand knowledge and experience of the marketing. After all wecannot 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 selectstaff for marketing trips abroad. The success of the trips abroad depends on the success of thecommunication carried out by the staff you select and his or her target consumers or clients inforeign countries. In order to conduct the communication successfully the staff should have agood understanding of the specific culture of the target country and a high ability ofcommunicating with foreigners. Only those who have been abroad and have previousexperience of other countries can meet the above requirement. And it is them who we shouldselect.21. Aiming to reduce production costsEfficiency of production lineA: if you want to reduce the production costs you will have to improve the efficiency of productionline. Most of the production costs occur when the production line of your company fails tooperate fast. The money you use to set up the production line and produce products is themost investment and major cost. In order to cover the cost you must improve the efficiency ofthe production line and make it produce more products in a fixed period. Therefore when youaim to reduce the production costs what you should do is to improve the efficiency of theproduction line.Cost of raw materialsA: the money you use to purchase the raw materials before or during the production is the majorpart of your production costs. Suppose you sell your products at a fixed price theoretically thehigher the cost of raw materials is the less your margin or profit will be. Therefore when youreduce production costs top priority should be given to reducing the cost of raw materials. Tryto negotiate a bulk discount when dealing with your supplier. Or you can sign a long-termcontract with your supplier in which a relatively low price can be set for you in purchasing ofraw material.。