PART3
雅思口语part 3题型
雅思口语part 3题型
雅思口语part 3是口语考试的第三部分，通常是在part 2的
话题发挥和延伸。
在part 3中，考官会就与part 2话题相关的更
深层次的问题进行提问，以便考察考生的口语表达能力和思维深度。
part 3的题型通常包括以下几种：
1. 深入讨论，考官会就part 2中提到的话题进行深入的讨论，可能涉及到话题的各个方面，如影响、态度、观点等，要求考生进
行更加详细和深入的描述和阐述。
2. 比较对比，考官可能会要求考生比较和对比不同事物、观点
或者态度，考察考生的分析能力和逻辑思维能力。
3. 解释原因，考官可能会要求考生解释某一现象的原因或者某
一行为的动机，考察考生的解释和说明能力。
4. 展望未来，考官可能会要求考生展望未来，对某一话题进行
未来发展的预测和想法，考察考生的想象力和未来规划能力。
5. 提出建议，考官可能会要求考生就某一问题提出建议或者解
决方案，考察考生的应变能力和解决问题的能力。
总的来说，雅思口语part 3的题型是比较开放和灵活的，考官
会根据part 2的话题和考生的回答情况来提出更深入和具体的问题，要求考生进行更加细致和深入的回答，以展现其口语表达能力和思
维深度。
考生在准备口语考试时，需要多加练习，提高自己的口语
表达能力和思维深度，以应对各种类型的part 3问题。
雅思口语Part 3
Exciting sport:How do you think of extreme sports?Should governments ban dangerous sports for young people?Would you encourage young people to do these sports?What kinds of ball games do Chinese people like to do?What kinds of sports can people in your country watch on TV?Are there many TV programs about sports in your country?Do you think these programs can help people play sports more often?Why do people play extreme sports?Why can’t government stop people from playing dangerous sports?What’s the difference between professional athletes and amateur athletes?Good at cooking:How often do Chinese people cook at home?There are more restaurants these days, do you think people will eat out more?Do schools have cooking classes in your country?Do you think we should teach children how to cook?Childhood song:What kind of music do different age groups in China like?Why people of different age groups like different kinds of music?Is it proper to play music loud in public places?Do you think music can be a source of pollution?When people get older, will they like the same type of music as the music they liked in their childhood?What can people learn from songs?Colorful placeWhat colors are the least popular in your country?Would these colors become popular in the future?What was the most popular color last year?How do colors affect people’s mood?What colors are most seen for buildings in China?What color is suitable for offices?How differently do men and women look at the same color?Is there any change in the use of colors in the present and in the past?Do colors make a difference in advertisements?What colors are suitable for formal occasions?Do business people need to wear dark clothes?Surprise:Do Chinese people like surprises?Do you always get excited by surprises?Can people learn how to be happy?How do Chinese people think of money?Would you be happy when you don’t buy anything while shopping?Is happiness important?Is happiness very important to those who are very rich?How do people in your country express their happiness?Good news:How do people in your country get news?Do you think children should start watching news from a young age?What kinds of news do Chinese like?Subject:Do you think teachers have a good influence of students’ studies?Is interest important for students?How to develop interest in a school subject?How to learn English in a fun way?Do you think students should spend more time on one subject or equally spend time on all subjects?How to be a good teacher?DO you like to learn from the internet?Would you learn fro TV?Special toy:Compared with the toys that children play nowadays, is there any toy you didn’t have when you were young?Do you think children should play with hi-tech toys?Family event:Say something about a typical family event in your country.What is the role of mother and father in your family?At what age young people in China are considered adults?How to help children become mature?Is it good to only have one child?DO you think teenagers should start working to make money for their families?Website:What useful things have you learnt from the internet so far?Why do young people prefer internet to books when they want to learn things?Would online libraries replace real libraries?What are the benefits of having online libraries?How do you thinks websites like facebook?Interesting thing learnt from website:How has internet changed in your country?What would happen when the internet couldn’t work in your country?Would libraries disappear in the future?Do you think information from weibo is more valuable from other sources?Unusual building:Do buildings need to look the same?Do you prefer traditional architecture or modern architecture?Do you prefer tall buildings or short buildings?Get lost:Why do people get lost easily but others don’t?Is digital map important?Would people rely more on digital maps?Why do people like traveling?What kind of preparation do people need to do?How do you find your way in an unfamiliar place?If you got lost and didn’t have a map, what would you do?What kinds of problem would people have while traveling?Historical cityDO you think museums should be free?Are young people in your country interested in historical museums?How to get more people interested in history?Tell me some movies or music about history in your country.How do people learn about history?What do people like to do when they visit a history place?Would say movies help people develop more interests in history?Movie that you’d watch againWhy do fewer and fewer people go to cinema?Do you prefer to watch a movie at home or in a cinema?What would you do if you couldn’t understand the languages in a foreign film?Do people of different ages in your country watch different kinds of movies?VehicleWhat are the advantages and disadvantages of public and private(individual) transportation? What are the advantages to society of having more people using mass transportation? Compare the advantages and disadvantages of using mass transportation.Why do some people have to travel a long distance everyday to get to work?What are the benefits and drawbacks of living in center of a city and living in the suburbs of a city?Do you think that governments should control the number of private cars that are on the roads?Should it be the responsibility of governments of increasing number of cars that are in use?Family member like to work with:What’s the most common family business in China?What are the benefits of working for big companies?What do some people say that we don’t work for the company for too long?Trip what to make again:What do you do before you start you journey?Do you prefer traveling on your own or with your friends?How do you usually plan your trips?Do you like long journey?Do you always like to visit a place you have been to again?AmbitionDo you think children should have ambition?Do you think parents should stop children from thinking too big?What’s the importance of having ambition?What are the advantages of feeling ambitious towards your work?LeaderIn your culture, what kinds of people can be leaders?Has there be a change in characteristics that a leader should have?Many women are earning more money now, does it mean that they can be leaders?Truth:In what occasions do white lies happen?Does lying help people feel less embarrassed?Should friends be honest with each other all the time?Do you think lying is a crime?Could you give me some examples of the lies you have told?Do you think people should lie to their colleagues at work?Should husband and wife lie to each other?Dreamy thingWhere do young people in your country like to go shopping?How has the way people buy things changed?Compare on-line shopping websites in China with those in other countries.What do you think of advertisement?What kind of advertisement is the most effective?Do you think companies these days have spend too much money on advertisements?。
雅思口语part 3题型
雅思口语part 3题型
雅思口语part 3是雅思口语考试中的第三部分，通常是在
part 2的发散性问题之后。
在part 3中，考官会就与part 2话题
相关的更广泛的话题进行深入的讨论和提问。
这部分考试的目的是
评估考生的口语表达能力，逻辑思维能力以及对话题的深入理解能力。
part 3的题型通常包括但不限于以下几种：
1. 深入探讨，考官会就part 2中提到的话题进行深入的提问，要求考生从不同角度进行思考和回答。
2. 比较对比，考官可能会要求考生比较不同事物或观点，并就
其优缺点进行讨论。
3. 解释原因，考官可能会就某些现象、趋势或观点向考生提问，并要求考生解释其原因或影响。
4. 展望未来，考官可能会就一些趋势或话题发展的未来走向向
考生提问，要求考生进行预测和展望。
在part 3中，考生需要展现出良好的口语表达能力，清晰的逻辑思维能力以及对所讨论话题的深入理解和思考能力。
因此，考生需要在回答问题时，要清晰明了地表达自己的观点，举例说明，并尽量从多个角度全面地回答考官的问题。
同时，要注意语速和语音语调的自然流畅，以及避免重复使用相同的词汇和句型。
Part 3 路由器的硬件结构(4学时)
天津工业大 HUAWEI 学 TECHNOLOGIES 电子与信息工CO., 程学院 LTD.
HUAWEI IP路由器原理与技术 Confidential
TJPU
实用管理程序
Fast Step——安装软件。使非技术用户可以非常轻松地迅速安装一
个Cisco路由器。
Cisco ConfigMaker——路由器配置工具。用ConfigMaker可以创建
所有Cisco路由器的配置，做好配置后通过网络传到路由器中。如 果网络尚未开通运行，可以从运行ConfigMaker的计算机通过控制 端口和路由器相连，并将配置导入到路由器。
总线结构（适于单个网络接口） 、Cross-bar（交叉开关）结构（适于多个 网络接口） 影响路由器吞吐量的关键因素
路由计算部分——根据网络拓扑选择路由协议，计算出路由表
天津工业大 HUAWEI 学 TECHNOLOGIES 电子与信息工CO., 程学院 LTD.
HUAWEI IP路由器原理与技术 Confidential
TJPU
路由器的硬件组成
只读存储器（Read Only Memory，ROM）
ROM中包括开机自检程序（Power On Self Test，POST）、系统引导程序以及 路由器操作系统（IOS）的精简版本。
随机存储器（Random Access Memory，RAM）
RAM用来存储用户的数据包队列以及路由器在运行过程中产生的中间数据，如 路由表、ARP缓冲区等。 RAM还用来存储路由器的运行配置文件。
英语四级part 3精读
“ easy access
” psychological cues D “ ”
✚ “A make B ... easy access ” “ ”
access
60. What is the purpose of California’s rule about alcohol display in gas stations? A) To effectively limit the density of alcohol outlets. B) To help drivers to give up the habit of drinking. C) To prevent possible traffic jams in nearby areas. D) To get alcohol out of drivers’ immediate sight.
✚ -> display / gas stations -> purpose California’s rule / alcohol
“ “ ✚ ” A/C immediate sight B D“
” ” B
61. What is the general guideline the Rand researchers suggest about junk food control? A) Guiding people to make rational choices about food. B) Enhancing people’s awareness of their own health. C) Borrowing ideas from alcohol control measures. D. Resorting to economic, legal and psychological means
译林版高中英语选择性必修第二册Unit3 Fit for life Part 3 练习含答案
Part3Extended reading,Project,Assessment&Further study基础过关练Ⅰ.单词拼写1.(2023江苏常州九校期中联合调研)You can persuade yourself with your choice if you're not careful,and if you do,it'll probably(滥用)your choices.2.(2020新高考Ⅰ)He turned to the forest(部门)for help but was told that nothing would grow there.3.(2021北京)Researchers in many areas have projected the(广泛的)collapse as“a credible scenario(情景)this century”. Ⅱ.一词多义1.A back injury forced her to withdraw from the volleyball game.2.The people in the building withdrew in time from the big fire.3.After his mother died,he began to withdraw into himself.4.The drug was withdrawn from sale due to its false advertising.Ⅲ.单句语法填空1.According to the expert,the vase has a history dating backthe early Tang Dynasty.2.The child's chair was low.The teacher adjusted itthe height where he could see the blackboard.3.There are several theories accounting for these (phenomenon)which are reflected in the picture.4.(2023北京)And I applied with the same(anxiety) excitement as before.5.Afterwards,with more trees cut down,the environment they lived in was(severe)damaged gradually.6.The new labs are with advanced,which motivates us students to study hard to achieve our goals.(equip)7.It is bad manners to laugh at people.Most of us may end up in one day.(disable)8.There is growing evidence staying up late has a serious impact on people's health.9.Now that she is out of work,Lucy(consider)going back to school,but she hasn't decided yet.Ⅳ.完成句子1.花太多的时间在网上是不健康的,并且让人很难集中精力在生活中的其他事情上。
大气污染控制工程(PART 3)
②吸附质分压上升，吸附量增加。 ③气流速度：对固定床为0.2~0.6m/s
（2）吸附剂的性质：
孔隙率、孔径、粒度
fVm W N0 A f 22.4 103
比表面积
－比表面积，m2/g
吸附效果
f －单位体积气体铺成单分子层的面积,m2/mL
N0－阿佛加德罗常数 A －吸附质分子横截面积,m2 Vm－吸附剂表面被单分子铺满时的气体体积，mL
•填料塔
清洁气体 出口
去湿器
水洗喷管 污染气体 入口 浆液喷嘴
循环泵
多孔板
搅拌器
氧化空气 入口
吸附法
1、吸附净化的概念：
（1）多孔性固体物质具有选择性吸附废气中的一种或 多种有害组分的特点。 （2）吸附净化是利用多孔性固体物质的这一特点，实 现净化废气的一种方法。
2、吸附净化法的特点
（1）适用范围
缺点：化学吸收流程长，设备较多，操作也较复杂，吸收剂价格 较贵，同时由于吸收能力强，吸收剂不易再生。
§1-3 吸收设备
一、吸收设备 为了强化吸收过程，降低设备的投资和运行费用，要 求吸收设备满足以下基本要求：
（1）气液之间应有较大的接触面积和一定的接触时间；
（2）气液之间扰动强烈，吸收阻力低，吸收效率高； （3）气流通过时的压力损失小，操作稳定； （4）结构简单，制作维修方便，造价低廉； （5）应具有相应的抗腐蚀和防堵塞能力。
环境治理方面：废气治理中，脱除水分、有机蒸汽、 恶臭、HF 、SO2、NOX等。
成功的例子：用变压吸附法来处理合成氨放气，可回 收纯度很高（>98%）的氢气，实现废物资源化。
§2-1吸附法基本原理
吸附过程：是用多孔固体（吸附剂）将流体（气提或液 体）混合物中一种或多种组分积聚或凝缩在 表面达到分离目的操作。 一、物理吸附和化学吸附
新编大学英语4unit4---Part-3-幻灯片
√B. She hurried into the room with no more than a casual glance in our direction. C. As usual she was stunning, white linen jacket and
B. The lion slowly reared its head and looked around. C. There are more seats at the rear of the theater.
A. look after a person or animal until they are fully grown B. rise up or lift up C. the back part of an object, vehicle, or building, or a
needed
To be continued
Part Three: Further Development >> Enriching Your Word Power
7) Some women have made a deliberate choice to rear a child alone.
√A. He describes how these birds rear their chicks.
B. How many jobs had you applied for before you were offered this one?
雅思part 3 questions
Part three : Questions
• 9.Why do some people invade the privacy of celebrities by taking photos? • increase the circulation of their newspaper or magazines • satisfy the readers` curiosity
Part three : Questions
• 14.Do you think "globalization" will eventually bring all the cultures of the world closer tog ether? • the exchange of culture between nations is , increasing • the globalized culture is a main trend • each nation is extending its own culture for their own benefit
Part three : Questions
• 20.The influence of advertisements • Positive effect: • 1.provide people with information they need about the product(merchandise) • 2.stimulate consumption • 3.deepen consumers` impression on goods • 4.public service and want/ employment advertisements are helpful.
雅思口语part 3 结构
雅思口语part 3 结构
雅思口语Part 3是雅思口语考试中的最后一个部分，主要是针对Part 2的话题展开更深入的讨论和探究。
以下是雅思口语Part 3的一般结构：
1. 引入问题，考官会先引入一个与Part 2话题相关的问题，以引起考生的兴趣并开启对话。
2. 深入讨论，考官会提出一系列与话题相关的问题，要求考生就这些问题发表自己的观点、提供例子或解释原因。
3. 进一步探究，考官可能会对考生的回答进行进一步的追问，以引导考生展开更深入的思考和讨论。
4. 结束问题，考官会逐渐结束Part 3，通常会提出一个总结性的问题，要求考生给出一个总体的回答或观点。
在回答Part 3的问题时，以下是一些建议：
1. 语言表达，尽量使用多样化的词汇和句型，展示自己的语言
能力。
可以使用一些连接词如"Firstly, secondly, moreover, however"等来组织自己的回答。
2. 提供例子，在回答问题时，尽量提供具体的例子来支持自己的观点。
这可以使你的回答更具说服力和可信度。
3. 深入思考，尽量从多个角度思考问题，并给出全面的回答。
考官希望看到考生能够展开思维，不仅仅停留在表面层面。
4. 注意语速和流利度，在回答问题时，要注意语速和流利度。
尽量避免过快或过慢的语速，保持自然流畅的表达。
总之，在雅思口语Part 3中，考生需要展示自己的语言能力、思维深度和逻辑性。
通过充分准备和练习，考生可以在这一部分获得更高的分数。
14.3 Part 3卤代烃
第十四讲典型有机物的性质Part 3 卤代烃【知识网络】25ONO2＋ AgX（活性：3o > 2o > 1o ）－RX RX－ R'R2NH R3R4N＋X－消除反应R－CH2CHR'－CH＝CH2R－RRHC C R'RKOH，C2H5OH25（活性：3o > 2o > 1o ）R－CH＝CH R'Et OR'－RLiAlH4卤代烷烃（R－X）【知识概要】一、卤代烃的分类和命名1. 分类（1）按分子中所含卤原子的数目，分为一卤代烃和多卤代烃。
（2）按分子中卤原子所连烃基类型，分为：卤代烷烃R-CH2-X卤代烯烃R-CH=CH-X 乙烯式R-CH=CH-CH2-X 烯丙式R-CH=CH（CH2）n-X ≥2 孤立式卤代芳烃X CH2X（乙烯式）（苄式）（3）按卤素所连的碳原子的类型，分为：RCH2－X 伯卤代烃一级卤代烃（1°）R2CH－X 仲卤代烃二级卤代烃（2°）R3C－X 叔卤代烃三级卤代烃（3°）2. 命名Ex1 用普通命名法命名下列化合物（i）(CH3)3CCl （ii）CHCl3（iii）Br Ex2 用IUPAC法命名下列有机物（i）CH3Cl（ii）CH3Cl（iii）Cl CH3（iv）BrClEx3 写出下列化合物的结构式（i）(4R)-2-甲基-4-氯辛烷（ii）(2S,3S)-2-氯-3-溴丁烷（iii）(4S)-4-甲基-5-乙基-1-溴庚烷（iv）(1R,3R)-1,3-二溴环己烷二、卤代烷的性质卤代烃分子结构中C—X键为极性共价键，由于卤素的电负性比碳大，碳卤键中电子云偏向卤素，使碳原子带部分正电荷。
表1 卤乙烷分子的偶极矩故C－X键比C－H键容易断裂而发生各种化学反应卤素易以X －的形式被取代，这种取代称为亲核取代反应（简写为S N ）。
活泼金属也可以与卤代烃反应，生成金属有机化合物。
雅思英语口语Part 3易忽视的3个细节
雅思英语口语Part 3易忽视的3个细节雅思口语考试包括了Part 1、Part 2、Part 3三个局部，而且难度也是一个递增的状态，尤其Part 3是最不简单打算的话题，所以考生留意考试细微环节也是特别重要的，下面就为大家整理的雅思口语Part 3易无视的3个细微环节，盼望能帮到大家。
雅思英语口语Part 3易无视的3个细微环节细微环节一：Part 3为何“难”谈到part 3，多半会听到烤鸭们从牙缝里挤出一个“难”字，而且无论你水平如何，感受都很相像感觉考官好像要打破砂锅问究竟，每次刚费劲答复完一个问题，考官都会从刚刚的答案中找到“漏洞”，然后针对它接着“犯难”你，好像更像是参与了一场辩论赛。
其实之所以难，是考官有意而为之。
在你较为轻松地通过了Part 1和Part 2之后，考官已经根本了解了你的日常沟通以及描述实力，甚至在心里已经给出了大约的分数，而这最终一步便是通过挑战你的语言极限(linguistic limit or upper limit)来定乾坤了，方法是依据你的水平来运用更为困难的问题以及话题。
而且，因为问题的敏捷性和广泛性，背诵答案变得几乎不太可能。
这就是为什么不管是得5分还是7分的同学，都会觉得Part 3 “难”的缘由了。
所以，假如你感觉“难”并不意味着成果会低，只是考官想要多挖掘一下你的潜力，努力“抬高”你的分数而已，所以你应当放松心情，不要轻易放弃展示语言实力的时机。
同时，这也提示我们在打算一些常规问题时要有备无患，内容最好是你能够驾驭的，不要给考官太多抓住漏洞的时机。
比方有同学在答复“what will houses be like in the future?”(预料将来类问题)，信口开河地答复“I think people will live under the sea.”，接下来考官问了句“why do you think so?”他只有卡在那里半天没反响。
Part 3 自然发音
zz /z/
s
ss
puzzle / ˈpʌzl / 谜 dizzy / ˈdɪzi / 眩晕的 rise / raɪz / 上升 use / juːz / 使用 scissors / ˈsɪzəz / 剪刀 dessert / dɪˈzɜːt / 甜点
第一节 辅音（有声辅音）
/ð/ 发音 可能拼法
/ʃ/ 发音 可能拼法
ss
ti /ʃ/
sci
ci
例词 issue /ˈɪʃuː/ 问题，议题 pressure / ˈpreʃə(r) / 压力 passion /ˈpæ ʃn/ 热情 relation / rɪˈleɪʃn / 关系 mention / ˈmenʃn / 提及 prescience / ˈpreʃiəns / 预知 conscious / ˈkɒnʃəs / 有意识的 racial / ˈreɪʃl / 种族的 associate /əˈsəʊʃieɪt/ 联系 social / ˈsəʊʃl / 社交的，社会的
第一节 辅音（无声辅音）
/f/
发音 可能拼法
例词
f
fool / [fuːl / 傻瓜，笨蛋
professor / prəˈfesə(r) / 教授
ff
difficult / ˈdɪfɪkəlt / 困难的
affect / əˈfekt / 影响，感染
/f/
ph
sphere / sfɪə(r) / 球状物
第一节 辅音（无声辅音）
/k/ 发音 可能拼法
ck /k/
ch
q
例词 check / tʃek / 检查，核对 pick / pɪk / 挑选，选择 snack / snæ k / 小吃，点心 chemical / ˈkemɪkl / 化学的 ache /eɪk/ 疼痛 stomach / ˈstʌmək / 胃，肚子 question / ˈkwestʃən / 问题 unique / juˈniːk / 第一无二的 Irap / ɪˈræ k / 伊拉克
TOYOTA生产方式(英语学习)Part 3 生产平准化
Their order quantity fluctuates from day to day.
他們的訂單數量每天都在波動。 他們的訂單數量每天都在波動。
He is waiting for the next process.
他正在等待下一個製程。 他正在等待下一個製程。
He has to wait because there is no part inventory available.
Section 2 小批量生產 Small Lot Production
Lot sizes should be smaller.
批量大小應該更小。 批量大小應該更小。
We need to set the lot sizes much smaller.
我們需要更加縮小批量大小。 我們需要更加縮小批量大小。
他們的程序變更方法是完全合理的。 他們的程序變更方法是完全合理的。
Monthly schedules must be rational.
月排程必須是合理的。 月排程必須是合理的。
We need a rational schedule of producing three different models.
市場多樣化對生產力有很大的影響。 市場多樣化對生產力有很大的影響。
We all need to have a better understanding of product dive都需要對產品多樣化有更進一步的了解。
Our production control department carefully monitors the direction of product diversification.
Our parent factory uses a smaller lot size for this product.
IELTS Speaking Part 3
原因阐述
• What is the reason why family members do not eat together anymore? • because/due to/owing to/the reason why... is that.../contribute to.../lead to.../give rise to.../result from...
时光对照
• Explain different attitudes towards marriage between people in the past and now.
事物利弊
• What are the advantages of people living in tourist attractions?
Part 3 特点
• 会用到很多表示逻辑关系的连接词 • 要求考生的答案比Part 1要正式点，无论从 用词还是从答案的内容都会更正式 • 但不需要过于正式的像工作面试一样，答 案也不应该过难
Part 3 都会考什么
Part 3 都会考什么
• • • • • 原因阐述 时光对照 事物利弊 预测未来 场景演练 • • • • 解决问题 影响后果 方法方式 观点询问
Part 3 到底是什么
• 是一个discussion，多数时候的问题与所考 的卡片话题有关，但是有的题也可能离开 卡片的范围。 • 最大区别 • Part 1----you/your life • Part 3----people/society/your country/global issues
Part 3 出题规律
• 1-2个要求分析原因或者解决方法的题目 • Why should the government invest in community facilities? • Why is it important to preserve historical buildings?
雅思备考之雅思口语Part 3准备 Do you like helping others？ 你喜欢帮助别人吗？.doc
雅思备考之雅思口语Part 3准备 Do you like helping others?这道题与雅思口语话题帮助别人有关翻译：你喜欢帮助别人吗？这道题分析看来，一般都是出自于雅思口语Part 1部分。
不过，有时候考官也会出在part 3来当做引子引出更加深入的问题。
所以，题目，虽然简单，各位烤鸭们不可掉以轻心哦。
Yes, I love helping people especially those who are really in need. I’m a white-collar worker who works his butt off and often finds no time to help others. But even if I was kind of deprived of my freedom at the company, I’ve still found a good way to help others. That is to donate some money as I can on some online charity platforms, for instance, I usually donate 1 RMB to help the homeless kids on Tencent Charity which is a Wechat based donation platform supported by Tencent company.是的，我尤其喜欢帮助那些需要帮助的人们。
我是一个每天苦逼拼命给公司打工的小白领，常常没时间出去帮别人。
但是即使这样被公司剥削的没有太多自由的情况下，我还是能够找到一些好的方式来帮助别人。
比如，我会在一些网上的公益平台尽量做些捐助。
例如，我常常在自己空闲的时候去微信里面的腾讯公益捐一元钱来帮助无家可归的孤儿们。
下一题雅思口语part 3：In your view should children be taught to help others?。
雅思口语part1-3的解题套路
【导语】⼀般来说⼝语都是⽐较难的，所以建议考⽣要对⾼频话题进⾏总结和扩展，还要锻炼⾃⼰的逻辑思维能⼒，不断的纠正⾃⾝的问题。
以下是⽆忧考整理的雅思⼝语part1-3的解题套路，欢迎阅读！1.雅思⼝语part1-3的解题套路 ⼀、雅思⼝语part1答题套路 雅思⼝语part1是给考官留下良好印象的重要阶段，所以能够合理的作答是重要的。
⼀般在这个阶段，考官⾸先会做⾃我介绍，也会问学⽣的⼀些基本信息以便确认，然后就是⼀些⽐较⽣活化的问题⼀对⼀作答。
但是⾯对这样的问题，考⽣不能只回答“是”或“否”，⽽是要让考官信服，讲出原因，所以part1的作答套路就是“yes/sure+ reason”or”no+why/reason”.即不管你的观点是怎样的都要讲出能够⽀持你观点的理由。
为⼤家举个例⼦，便能够⼀⽬了然了。
Do you love to go out for a walk in parks? Explain why. Definitely! I love the feeling of walking in the park in the early morning, listening to the birds chirping in the trees, enjoying the grass sparkled with dew, breathing in the fresh air, feeling the gentle breeze blowing over my face. It can always work its magic to put me in a good mood. It is a fresh start of a perfect day! 这⾥需要注意，⼀般在考试的时候考官很少会直接让你说“Explain why”，所以考⽣不能直接说完definitely就完事了，切记要记得解释。
Part 3 Cultural Awareness
Part 3 Cultural Awareness
Pre-tasks
What is the significance of cultural awareness in learning English?
What are the “big CULTURE” and “small culture” of the target language?
The second level ●to know the simplest appellations, greetings and farewells in English, ●to respond properly to common praises and requests, ●to know the most important international recreational and sports activities, ●to know the names of the most popular drinks and foods in English-speaking countries, ●to know the capitals and national flags of main English-speaking countries, ●to know the important symbols of main countries in the world, such as the Big Ben in Britain, etc., ●to know the important holidays and festivals of English-speaking countries The fifth level ●to know the commonly used body-languages such as gestures, facial expression, etc. in communications in English, ●to use properly different appellations, greetings and farewells in English, ●to know and distinguish the commonly used English names of males and females and the term of endearment for each, ●to know the family appellative customs in English-speaking countries, ●to know the dress and personal adornment customs on the formal and informal occasions in English-speaking countries, ●to know the diet customs in English-speaking countries, ●to respond properly to others’ praises and requests, ●to give praises and express requests in proper ways, ●to elementary know the geographic locations, the climatic characteristics and histories of English-speaking countries, ●to know the cultural connotations of commonly-seen animals and plants in English-speaking countries, ●to know the possible cultural connotations of natural phenomena in English, ●to know the traditional recreational and sports activities in English-speaking countries, ●to know the important holidays and festivals and the main celebrating ways in English- speaking countries, ●to deepen the understanding of the Chinese culture The eighth level ●to understand the cultural connotations of commonly-used English idioms and folk adages, ●to understand the commonly-used literary quotations and legends in communications in English, ●to know the biographies of main writers, artists and scientists in English-speaking countries, ●to elementary know the conditions of politics, economy and other aspects of the main English-speaking countries, ●to know the conditions of the main public mediums in English-speaking countries, ●to know the similarities and differences between the Chinese life styles and those of English-speaking countries, ●to know the similarities and differences between the Chinese people and the English-speaking people in behaviors, the ways of getting alone with people, etc., ●to know the main religious traditions in English-speaking countries, ●to know international cultures and cultivate international awareness through learning, ●to deepen the understanding of the Chinese culture by comparing the Chinese culture with the foreign ones
雅思口语Part 3常见问题类型和参考答案
Part 3常见问题:Making Comparisons – Questions on Differences1. What are the differences in the music that young and old people listen to?I suppose there are a handful of differences, one of which would be that young people, onthe whole, mainly like listening to pop music, whereas the older generation tend to prefer listening to more traditional music, like folk music, Chinese opera, and even old revolutionary songs. So that’s one difference, and I guess another would be that young people often listen to Western music as well as Chinese music, whereas in contrast, I think it’s fair to say that most elderly people just tend to listen to Chinese music.2. What are the differences between living in cities and living in the countryside?Well I guess one difference would be that living in rural areas is generally a lot morerelaxing than living in urban areas, basically because the pace of life is relatively slower and more laid-back (悠闲). So that’s one thing, and as well as this, I guess another difference would be that in the countryside, there are generally not as many things to do as there are living in cities.3. What are the differences between young people and old people when they go travelling?I guess there are a handful of differences, of which one would be that young people generally like doing quite exciting and energetic things, for example if they’re on the beach, theymight play frisbee or volleyball, whereas I would say the elderly, on the whole, tend to simply like relaxing when they go on holiday, so they’ll probably take a few books with them and spend most of the time on a deck chair next to a swimming pool soaking up the sun and enjoying the feeling of doing nothing.4. What are the differences between a city centre and the suburbs?Well firstly, I think it’s fair to say that the city centre tends to be the most built-up area of the city, and is where most of the main commercial buildings are situated, like shopping malls and office blocks, whereas the suburbs are generally much more residential, and everything’s usually a lot more spread out (分散).So this is one aspect, and I suppose another thing to mention would be the traffic, because in most cities, the downtown areas, on the whole, tend to get horrendously congested (可怕的拥堵), whereas in the outskirts, the traffic’s normally not too bad, which is why I guess more and more people nowadays prefer living a little bit further out from the city centre – at least this seems to be the case in Guangzhou anyway.5. What are the differences between formal and casual clothes?Well thinking about it, I’d say it’s really what they seek to achieve. So basically what I meanis that, for formal clothes, one’s appearance is the most important aspect. In other words, you want to look good and presentable (像样的) in front of others; whereas for casual clothes, I’d say the comfort is the most important thing, which is why most people wear casual clothes when they’re at home. So formal clothes might look better than casual clothes, but they’re definitely not as comfortable!6. Are there any differences between the people who were famous in the past, and the people who are famous today?That’s an interesting question, and to tell the truth, I’m not really all that sure. But thinkingabout it, I guess there might be a few differences. I mean, nowadays it’s relatively easier to become famous because of the Internet, which gives everyone the possibility of gaining exposureto a large number of people. So because of this, I’d say that nowadays there are a lot of peoplewith normal backgrounds who have been able to become famous, whereas in the past, I imaginethis wasn't so much the case (以前不太这样子的), and that most people who became famousseveral decades ago probably received more professional training and had privileged backgrounds (家庭背景好).7. Do people of different ages relax in the same way?No, I guess on the whole, they generally don’t. I mean, children, for example, kind of justlike to relax by playing with toys or watching cartoons on TV. And for my age group, I’d say we generally like chatting with friends on QQ or weibo, which is the Chinese equivalent of Twitter.And regarding the older generation, I’d say they tend to relax by simply either watching TV orreading the newspaper, which is something that young people don’t really do anymore.Part 3常见问题:How important…?●It’s extremely important because…●It’s definitely important because…●It’s essential because…●It’s fundamental because…●It’s not that important because…(It’s not so important because…)1. How important are leaders to a community of people?Oh, I think that good leadership is absolutely vital for the progress and stability of a community. Humans are social by nature, and having strong individuals guide them, is essential for their development.2. How important is giving hospitality to friends/strangers in your culture?It’s very important to be hospitable in Chinese culture. We always pay extra attention to makingpeople feel at hoe when they visit us. We believe that it is a sign of curtesy(=politeness), and weshould make sure that people feel as comfortable as possible. In the countryside, it’s very common for farmers to offer tea to people who pass by. I visited many old villages in Fujian and Guizhou, and I was always well received by the locals when I asked them for directions. Chinesepeople are usually very welcoming.3. How important is it to maintain individuality？It is fundamental to maintain individuality. Even if you are part of a team, you should fix yourselfsome personal goals, because you can’t always depend on others. In addition, if you improve yourself, everyone will benefit from it. Nowadays, I think that it is important to think by oneself,and make decisions independently. In China, we receive an education that does not encourage individuality or originality, but it’s essential to be creative and independent in today’s world.You should realize what is good for your own future. Plus, I think it ‘s nice to have time on yourown sometimes. I was raised as an only child, and I enjoy being alone from time to time.4. How important is music for a country?Music is essential for a country. First of all, every country has its own music, which means thatmusic can represent national identity. In addition, music definitely brings people together, so itcreates feelings of patriotism. For example, when the national anthem is playing, people willbe proud of their own countries.5. How important do you think traditional music will be in the future?Well, we never know for sure what will happen in the future, but I think that our traditionalmusic will become more fashionable very soon. I think that people might get tired of international music. Young people might enjoy the traditional sounds, as well as the skills requiredto play ancient instruments. Some famous artists like Jay Chou already mix modern rhythmswith traditional sound. I think that might get even more popular in the future. Traditional instruments like the erhu, pipa or guzheng sound absolutely stunning.6. How important are art galleries in modern societies?I think that art galleries are extremely important to societies because they display the objects societies consider beautiful. Art galleries are great places for people to appreciate fine art. Theyallow people to daydream, and they develop everyone’s imagination. I regard art museums as sophisticated places. Only refined people can fully enjoy art. I think that children should be takento art galleries, and a guide should explain to them why paintings are meaningful and what theyactually represent. Everyone should understand that art expresses feelings.7. How important are clothes as an expression of personality?I would say that clothes are extremely important nowadays. I think clothes reflect people’s tastes. You can judge if people care about their appearance or not, you can see if they are rathershy or outgoing. Sometimes colors can express whether or not people are active, enthusiasticor even optimistic. On the other hand, I was raised to believe that we shouldn’t judge a book byits cover. Appearance can be deceptive. A man might wear a suit on a daily basis at work, andyou might think that he is serious and reliable, but in fact he may go out every night, drink a lotof alcohol and lie to everyone. Very often, clothes reflect your professional position rather thanyour personality.Part 3常见问题:How could…? (Solutions)●I guess the best would be to…●I guess there are a number of things that could be done, one of which would be to…●I guess …could be… in a number of ways.●One possibility might be to…●One thing could be to…●I guess that requires…●They should definitely do… and…●It is indispensable(=essential) for the government to…●In order to solve this problem, the government should…●The most effective way to solve this problem might be to…●They could also arrange to do…● A number of actions should be taken…●This issue should be taken care of (=tackled) step by step…●Initially… Then… And probably most importantly…Explaining your idea:●Because in so doing,…●Because by doing that,…●Because then…●Because at the moment,…1. How can traffic congestion be reduced?Well, I guess congestion could be reduced in a number of ways.For example, one thing would be to increase the number of car lanes, because in so doing, cars would have more space to drive around. So that’s one thing, and I suppose maybe another possibility might be to introduce (引进) a congestion charge (拥堵费), like they’ve done in some cities around the world, as by doing this, people will think twice (三思而行) before getting into their cars. So yeah, that’s basically what I reckon.2. How do you think noise in cities could be reduced?Thinking about it, I guess there are a number of things that could be done, one of which would be t o impose a fine on (惩罚) companies or individuals who make excessive noise, especially construction companies, because I’d say they’re, by far, the biggest culprits. And as well as this, maybe another thing might be to ban vehicles from hooting, because it’s one of the noisiest sounds in cities, and so I’m sure they would become a lot quieter without cars hooting all the time.3. How do you think you could improve and be on time more often?I guess the best thing to do would be to always allow lots of time to get anywhere. So for example, if it normally takes me, say, half an hour to get to the city centre, then I should probably leave home about an hour before I need to get there.4. What can the government do about pollution?Well I guess they could do a number of things, one of which would be to encourage people to reduce their carbon footprint (碳脚印), in other words, become more environmentally-friendly. And one way of doing this, I suppose, might be to introduce a system whereby people are paid for recycling things, such as empty bottles and cans, otherwise they have no incentive.5. How can children be encouraged to play less computer games and more sports?That's a tough question, because it's practically impossible tearing a child away from a computer screen when they’re busy playing a game, but I guess one thing that could be done would be to make sports more appealing by providing more sports facilities. So, in other words, if a child only has to walk five minutes to get to a basketball court, he’s much more likely to play basketball than if he had to catch a bus for half an hour.6. How should parents educate their children before they start school?Well, I'm no expert, but I guess one thing they should do is encourage their children in everything they do, even if they make mistakes, because this'll help build children’s confidence and self-esteem (自尊). So that’s one thing, and I guess another good thing for parents to do would be to read stories, especially ones with good moral values, because all children love stories, and, in this way, they’ll be learning things without even realizing it.7. How do you think people can deal with pressure?That’s a good question, and thinking about it, I’d say one thing that they could do is to let those close to them know how they’re really feeling, instead of keeping it bottled in (把感受深埋心底). And I know it sounds a bit simple, but I think in this way, friends and family will be able to help someone share the burden they are feeling, and hopefully help them get rid of the pressure. Or at the very least (最起码), they can support them in dealing with it.8. How do you think children could be brought up to become unselfish people?Well if I think about how my parents brought me up, one of the things they did to prevent me from becoming selfish was to set a good example (做出榜样) for me. In other words, they were always considerate and generous towards others, and this rubbed off on me (对我产生了影响), you know, it made me act in the same way. So I’d say this is definitely one of the best things that parents can do.9. Do you have any ideas on how to help children learn to co-operate with others and work asa team?That’s a good question, and thinking about it, I’d say one way of cultivating their teamwork skills would be through games, because after all, every child enjoys playing games. So if they were given games to play which involved working together with other children, then I think this would be a very effective way of developing their sense of teamwork.10. In what ways can parents encourage their children to develop leadership abilities?That’s a good question, and I’d say parents can encourage their children in a number of ways, one of which would be to give them as much freedom as possible to do what they want, instead of always telling them what to do. Because in this way, I think children will be able to better develop a sense of independence and maturity, which are important leadership qualities. And as well as this, I think another thing that parents can do is to always encourage their children in everything they do, regardless of how well they do it, because children will become more self-confident as a result, and will therefore be more likely to become a good leader.Part 3常见问题:Why问题类型1. Why do people enjoy visiting others?People enjoy visiting their friends and relatives because it is a good chance to get together and talk. You only enjoy visiting the people you get along well with. You expect to share some stories, or some laughs. Visits always bring people closer together. In addition, you might have a drink or some snacks while talking. Being with friends is always enjoyable and relaxing.2. Why do many people enjoy painting as a hobby?Painting must be relaxing, I guess. It could be a good way for a person to forget about his or her problems. It’s a quiet activity for people to unwind, and use their creativity at the same time.3. Why do many people encourage their children to join groups?I think that parents always want their children to be a member of a team because it is important for kids to socialize and make friends. Being part of a group will allow children to communicate with other young people and to expand their social skills. Nowadays, it’s fundamental to have good interpersonal skills. In addition, parents believe that it is better to play or learn with others rather than to be alone. A lot of young people like to stay in front of their computers at home, but parents consider this as a bad habit. I think that hanging out with other people is more fun and enjoyable.4. Why do some people think that keeping pets is good for children?It can be beneficial for children to have a pet because the animal can become a good companion. In addition, some parents believe that having a pet can give children a sense of responsibility. The kids must walk the dog, clean it and feed it. It could be a good chance for children to learn how to take care of weaker and younger creatures. I think that children with pets might learn how to be more considerate and thoughtful.5. Why do many films nowadays show a lot of violence?That’s a good question, and it fuels(=create)a lot of debates. I think that many men like to watch violent movies because, perhaps deep inside, men need this kind of adrenaline rush (=intense excitement) but they can’t experience it in real life. I think that young men always dream of having super-powers, and being able to crush anyone they dislike. Nowadays, we live in a pretty peaceful society even though there are occasional crimes, and violence simply lets people escape from reality. However, I think problems can sometimes happen when some people stop being able to discern what is real from what is fictional.6. Why don’t some people want to play sports?I suppose it must be related to their education and their personality. If their parents didn’t encourage them to practice sports at a young age, chances are they won’t enjoy running and competing. In addition, some people simply don’t have this mentality. Some might say they are a little lazy. I think everyone is different: in English you say “to each his own,”, right?7. Why do some people follow fashion in your country?Well, I guess it’s nice to look good and trendy. People want to buy cool clothes in order to leave a good first impression on others, and they also want their friends to think that they look nice, or elegant, or hip. Looking attractive is important in society. Wearing nice clothes definitely gives people confidence. In addition, people enjoy spending time with pretty girls or handsome guys: it’s always more pleasant talking with them. It sounds a bit superficial, but I think it’s true, we’re all attracted to beauty.8. Why is it important to know weather predictions in advance?I think it’s important to know what the weather will be like for people who plan to go traveling, or for those who plan to spend time outside for a special occasion. In addition, when there are weather alerts for a typhoon, a tornado, or a hurricane, it’s obviously vital to be aware of what might happen. These are extreme circumstances. Otherwise, I don’t think we need to check the weather forecast on a daily basis, because we shouldn’t try to control everything. I guess it’s simply a habit old people develop. I don’t think young people worry too much about tomorrow’s weather.9. Why do many people want to go abroad for an extended period of time?A lot students want to further their studies overseas because they believe that foreign universities can offer a better education, as well as more opportunities for their future. In some cases, people expect to find a better job and to make more money. I’ve heard that many Australian students take a year off after their studies in order to relax before starting our in life. They want to visit many countries and experience life. I think it’s amazing for young people to be able to do this. In China, if a student finds a part-time job, he’ll never make enough money to fly all around the globe.10. Why does shopping make some people feel happy?I guess that it’s always a pleasant feeling to get some new clothes that look good. It can make you look better, and people feel more confident when they’re pleased with their appearance. In addition, a lot of women consider shopping a hobby. It’s relaxing for them. They can spend time with their friends or their mothers, chatting and laughing while trying on new clothes. We all know how much women worry about their appearance, so it’s understandable that shopping for nice clothes and shoes can make themexcited. What’s more, we are all becoming more materialistic: we all care about having a car, a nice mobile, a good computer, because other people do. We can’t help comparing what we have with that others ought. On top of this, if we can buy something nice and expensive with our own money, we will experience a sense of achievement.Part 3常见问题:Compare…(Advantages and Disadvantages)●Well, looking at the advantages, I’d say that the main one is that…And as for the drawbacks, I suppose the most obvious one is that…Well, in terms of the positive effects, I’d say it’s a key source of revenue for many regions, especially for underdeveloped areas which would struggle a lot if it wasn’t for tourism. And it also creates a lot of employment for countries as well. Regarding the negative effects,I wouldn’t actually say there are that many, but I supposeone could be that local governments in some areas might start paying more attention to attracting tourism rather than the well-being (福利) of the local citizens, which I think is wrong, because taking care of the needs of the local citizens should always be the number one priority(最优先考虑的事).3. What are the pros and cons of long-distance travelling?Ok, well looking at the pros, I guess I’d basically say that when you travel far away, you get to see things that you wouldn’t normally see where you’re from, so for example, if I went to Africa, I’m sure I would get to see a whole new lifestyle, you know, something completely different to what I’m used to here.”And as for the cons, well, first of all, travelling a long way can be quite stressful and exhausting, especially if there are delays involved. And I know from personal experience that long-haul flights (长途航班) tend to be particularly uncomfortable, as unless you’re in business or first class, you have very little leg space, and it’s really difficult getting to sleep. So it’s often not a great deal of fun, especially if you’re travelling on your own.4. What are the advantages of giving money as a gift?Well, I guess one of the biggest advantages is that the person receiving the money can get whatever they want with it, so you save yourself the risk of wasting your money on something that the person has no interest in. And as well as this, I guess another advantage is that it saves a lot of time, because firstly you don’t have to spend time deciding on what to get, and secondly, you don’t have to bother about going and buying something. So all in all, money makes a pretty good gift!5. What do you think are the benefits of traveling by train?Well for me, I’d say one of the biggest benefits is that, with trains, you pretty much know (基本上知道) exactly what time you’ll arrive somewhere. Because I mean, unlike cars and buses, you won’t get stuck in traffic (堵在路上) if you go by train. So unless your train is delayed, which doesn’t happen a lot here, you should be able to get where you wanna go on time.So that’s one thing, and as well as this, I’d say another good thing about traveling by train is that you can get up and move around during the journey, which isn’t really possible if you’re in a car! So I think this makes traveling by train a bit more comfortable and enjoyable than a lot of other forms of transport.6. Are there any disadvantages to having lots of money?Yeah, I suppose there are. For example, I’ve heard quite a few stories about people who have won the lottery that have gone on to become quite unhappy and depressed, because everyone around them suddenly started asking for money. So this would be one disadvantage, and I guess another would be that it might bequite difficult to tell who your real friends are, because it’s very likely that a lot of people might want to make friends with you purely because of your money. But in any case (不过，五路如何), I’d still much rather be rich than just well-off (小康)!7. What are the benefits of swimming?Well, I guess the first thing to say would be that it’s good exercise, because you use all the muscles in your body when you swim. And it’s also relatively easy on the body, at least compared with some other kinds of exercise, because when you swim, your body’s moving in quite a smooth motion, whereas in sports like basketball and football, you often have to make sudden movements, which can lead to injuries if you’re not careful! So that would be one thing, and I guess another good thing about swimming is that it’s usually quite refreshing (清凉提神的), especially when the weather’s hot, and it can even be quite relaxing, as long as the pool’s not too crowded, of course!8. What are the good points about being famous?Well first of all, I imagine if you’re famous, you’re probably welcomed by people everywhere you go, which I’m sure must be nice to experience! So that’s one thing, and I guess another advantage of being famous is that you get a lot of companies sending you free stuff, like clothes and bags, in the hope that other people will see you with their product and then go and buy it themselves. And I remember once reading an interview with Will Smith, the actor, who said that he hardly needs to buy anything nowadays, because he gets most things for free!9. Are there any disadvantages to being famous?Yeah I’d say there are. And the most obvious one would be a lack of privacy. Because as I’m sure you know, most celebrities get followed around everywhere by the paparazzi, even on holiday, which I’m sure they must get sick and tired of (感到十分厌烦).So this would be one disadvantage, and I guess another would be that it might be quite difficult to tell (很难看得出) who your real friends are, because it’s very likely that a lot of people might want to be your friend purely because of your fame. And I guess that’s the reason why most celebrities mainly hang out and mingle(交际) with other celebrities.10. What benefits do people derive from taking part in competitive sport?Well I’ve never really thought about it, but I guess one benefit would be that people get a lot of excitement from taking part in competitive sport, because I mean, one of the beauties of sport is that you never quite know what’s gonna happen, or how the result’s gonna turn out. So it’s generally quite exciting taking part, and not just that, but (不仅如此) it’s also a fun way of keeping fit. You know, it’s a lot more fun than simply running on a treadmill (跑步机) for example!11. In general, what are the pros and cons of advertising?Well, looking at the advantages, I’d say that the main one is that it can help increase the awareness of a product or service, and in a lot of cases, you can reach a very wide target market through advertising, for example with TV and Internet ads. And as for the drawbacks, well I suppose the most obvious one is the cost, because as I’m sure you know, advertising isn’t cheap, and you have to pay for it up front, before you can start enjoying the benefits. So in other words, there’s quite a big element of risk (风险) to it, because you know, you could end up losing quite a lot of money if your advertising campaign (广告宣传活动) isn’t successful.。
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5 实施客户保持管理的内容 • 建立、管理并充分利用客户数据 库。 • 通过客户关怀提高客户满意度与 忠诚度。 • 利用客户投诉或抱怨，分析客户 流失的原因，从而改进服务。
5.1 客户关怀 (1) 客户关怀的概念
概念: 概念:客户关怀（Customer Care）就是通过 对客户行为的深入了解，主动把握客户的需 求，通过持续的、差异化的服务手段，为客 户提供合适的服务或产品，最终实现客户忠 诚度的提升。 理解: 理解 通过客户行为了解客户需求。 客户关怀不是市场活动，不是一段时间内 的短期行为。 客户关怀不是营销。 体现尊重和诚信 。
客户 移居或 竞争对 对产品 关系 死亡 手赢得 不满
对商家 不满
搬迁 竞争对 手赢得
较高 价格
未能处 理好投 诉
对商家 失去兴 趣
对两家企业客户流失原因的调查结果
预防客户流失管理
--企业也同样有着“临渊羡鱼” 的经历，总期待所有的客户都能 带来丰厚的回报，而不去总结经 验，“退而结网”，早做准备。
—西奥多·莱维特（营销想象力） 西奥多·莱维特（营销想象力）
Theodore Levitt (1925～2006) (1925～2006)
客户保持
1 客户保持的概念
客户保持是指企业维持已建立的客 户关系， 户关系，使客户不断重复购买产品 或服务的过程。 或服务的过程。考核企业保持客户 效果的指标由客户保持率来表示。 效果的指标由客户保持率来表示。 客户保持率是指在未来一定时期决 定重复购买和开始购买企业产品的 客户占全部客户的比例， 客户占全部客户的比例，它反映了 整个市场对企业产品的忠诚度和吸 引力，也反映了客户在将来交易的 引力， 可能性、不确定性和流失趋势。 可能性、不确定性和流失趋势。
பைடு நூலகம்
2 客户保持的意义
发展一位新客户的成本是保持一个老客户的5~10倍； 向新客户推销产品的成功率是15%，而向现有客户 推销产品的成功率是50%； 向新客户进行推销的花费是向现有客户推销花费 的6倍； 如果企业对服务过失给予快速关注，70%对服务不 满的客户还会继续与其进行商业合作； 一个对服务不满的客户会将他的不满经历告诉其 他8~10个人，而一位满意的客户则会将他的满意经 历告诉2~3人；
3 客户保持模型 • 客户满意是客户对供 应商的总的售后评价。 • 客户认知价值指客户 对供应商提供的相对 价值的主观评价。 • 转移成本指客户对结 束与现供应商的关系 和建立新的替代关系 所涉及的相关成本的 主观认知。
4 基于客户价值的客户保持策略
4.1 客户价值矩阵 客户细分是成功实施客户 保持策略的基本原则之一。基 于客户全生命周期利润的客户 细分称为客户价值细分。客户 价值细分的两个具体维度是客 户当前价值和客户增值潜力， 细分的结果可用一个矩阵表示， 称为客户价值矩阵。
Oracle 的客户关怀
Oracle成立了一个客户关怀部门，在Oracle的一些 重要项目中，除了客户、实施伙伴外，Oracle的客户关 怀部门也会进入到项目实施中。客户关怀部门不是售后 或者上线以后才介入的，它是Oracle选定的一些重要行 业或者重要客户，通过客户关怀部门Oracle会给客户带 来一个流程管理-IMP（实时管理流程），对实施过程的 重要事件提出相应的看法或者建议，尽量避免一些可以 预见的错误。同时，如果在实施当中，如果出现对产品 的需求把握不定或者其它的一些困难时，客户关怀部门 可以直接联系到美国的研发中心，这样使得Oracle的实 施成功率大大增强。
客户当前价值是假定客户现 行购买行为模式保持不变时，客 户未来可望为公司创造的利润总 和的现值。 客户增值潜力是假定通过采 用合适的客户保持策略，使客户 购买行为模式向着有利于提高公 司利润的方面发展时，客户未来 可望为公司增加的利润总和的现 值。
4.2 客户类型与保持策略
客户类型 Ⅰ类客户 最没有吸引力的一类客户，该类客户的 当前价值和增值潜力都很低，甚至是负利润。 Ⅱ类客户 该类客户有很高的增值潜力，但公司目 前尚没有成功地获取他们的大部分价值。 Ⅲ类客户 该类客户有很高的当前价值和低的增 值潜力。 Ⅳ类客户 这类客户既有很高的当前价值又有巨 大的增值潜力，是公司最有价值的一类客户。
米其林轮胎的客户关怀
定期给客户活着潜在客户发送沟通资料，来鼓励他们 购买或者再次购买轮胎 每一次的沟通内容（电子邮件或信件）都会和该该客 户在其特定时期的特定需求和偏好相关 （1）如果一个客户购买了轮胎，会邮寄欢迎包； （2）如果使用购买的轮胎驾驶2公里，会提醒来店 做轮胎定位检测、胎压检查等； （3）如行驶了4万到6万公里，会发送特殊的优惠 信息来推动他们尽快购买新的轮胎。
第二章
客户流失和客户 保持
本章学习目标
• 理解客户保持的基本内涵，掌握实 理解客户保持的基本内涵， 施客户保持管理的内容。 施客户保持管理的内容。 • 理解客户投诉的处理步骤。 理解客户投诉的处理步骤。 • 了解客户流失的原因，理解防范客 了解客户流失的原因， 户流失的策略。 户流失的策略。 • 理解客户价值矩阵的概念，并掌握 理解客户价值矩阵的概念， 其中四类客户的保持策略。 其中四类客户的保持策略。
2.1 经济收益 节省客户的获取成本或替代成本； 现有客户的重复消费，保障了企业的基本 利润； 现有客户的收入增加导致需求增加和更多 的消费； 企业能长时间地将成本分摊到更多客户， 从而降低运作成本； 现有客户对新客户的推荐，降低了企业吸 收新客户的费用； 有助于企业拥有丰厚的价格，现有客户在决 定购买前，对产品价格不敏感，尤其是面对 改进产品或升级产品，通常不会等待促销活 动或价格降低才购买。
（3）客户关怀的手段
客户关怀手段指企业与 客户交流的手段， 客户交流的手段，主要有 : • 主动电话营销 • 网站服务 • 呼叫中心
（4）客户关怀的评价 • 寻求特征 指客户在购买产品之前就能 够决定的属性。 • 体验特征 指的是客户在购买产品后或 消费过程中才能够觉察到的属性。 • 信用特征 指的是客户在购买了产品或 者是消费了产品和服务后仍然无 法评价的某些特征和属性。
未得到
已失去
现有的
谁是最珍贵的？ 谁是最珍贵的？
故事的主角（地点：圜音寺） 故事的主角（地点：圜音寺） 甘露
状元郎
露珠 蜘蛛 珠儿
富家女
风
长风
公主
小草
芝草
太子
世间什么才是最珍贵的？ 世间什么才是最珍贵的？ 不是“ 未得到” 已失去” 不是 “ 未得到 ” 和 “ 已失去 ” 的 ， 而 是 现 在 能 把 握 的 幸 福 。
保持策略
客户类型 Ⅰ 客户对公司的价值 低当前价值， 低当前价值，低客户 增值潜力 Ⅱ 低当前价值，高客户 低当前价值， 增值潜力 Ⅲ 高当前价值， 高当前价值，低客户 增值潜力 Ⅳ 高当前价值， 高当前价值，高客户 增值潜力 重中之重投入 不遗余力保持、 不遗余力保持、发 展客户关系 重点投入 高水平关系保持 适当投入 关系再造 资源配置策略 不投入 客户保持策略 关系解除
5.2 管理客户投诉
（1）正确看待客户投诉 • 客户投诉的收益价值 客户投诉可使企业及时发现 并修正产品或服务中的失误， 开创新的商机 客户投诉可使企业获得再次 赢得顾客的机会 客户投诉可以帮助企业建立 和巩固企业自身的形象
不投诉并非客户满意 据美国调查机 构TRAP调查，只有 1%~5%的投诉反映 到了高层管理者， 45%的投诉反映到 代理机构、分支机 构和一线人员， 50%的客户遇到问 题从不投诉。
（2）扫除客户投诉的障碍 • • • • 鼓励客户投诉 引导客户投诉 方便客户投诉 客户投诉的处理程序
处理客户投诉
客户
投诉的问题
?
丰田汽车召回门
丰田章男
达芬奇家具造假门
潘庄秀华
5.3 防止客户流失 （1）客户流失的形成过程
（2）客户流失的原因分析
自然流失：客户因为某些客观因素（如破产、 迁徙、移民等）而导致的客户流失。 竞争流失：客户因为企业竞争对手因素（如竞 争对手提供了更优惠的折扣）而引起的客户流 失。 主观流失：客户因为自身的主观因素（如需求 变化、偏好转移或厌倦)而引起的客户流失。 失望流失：客户因为对企业的产品、服务、形 象等因素不满而造成的客户流失。
2.2 非经济收益 减少客户流失趋势。客户保持有助于企业与客户之 间建立起长期、持续、稳定、信赖的发展关系，从 而导致更多的合作、协调，减少了客户的不确定性 、流失趋势以及冲突。 实现企业与客户的双赢。现有客户不仅能提供有关 产品和服务的信息反馈，而且可以与企业一起合作 创造价值，使企业和客户的价值需求都得到满足。 口碑效应。与客户保持长久的、良好的关系会提升 企业在客户心目中的形象，满意或忠诚的客户会积 极主动为企业传递好的口碑、推荐新的客户。 排斥竞争对手。忠诚的客户会对竞争品牌和广告关 注更少、对竞争者的促销活动产生免疫力，有助于 企业集中精力根据自己的发展战略不断成长。
（2）客户关怀的内容 • • • • • 产品质量 售前服务-------购买前 服务质量-------购买中 售中服务-------购买中 售后服务-------购买后
微软的客户关怀计划（MRP） 微软的客户关怀计划（MRP）
旨在不断提升客户对微软 的满意度集中程度，通过电话、 电子邮件及直邮包的方式与客 户进行互动，致力于为微软企 业用户提供从授权权益介绍， 启动IT部署（IT架构优化计 划），优化企业IT架构到协议 续签提醒等各项综合服务。
抓紧眼前的客户， 抓紧眼前的客户，就是抓紧企 业的幸福
“销售就像仅仅才刚完成求爱，接着才开始结婚。 销售就像仅仅才刚完成求爱，接着才开始结婚。 而婚姻质量的好坏则看销售者对这一关系处理得如 何。它决定了双方是继续或发展这一业务关系还是 面临着重重矛盾，直至最后离婚，也决定了究竟是 面临着重重矛盾，直至最后离婚， 这一业务的成本提高了还是利润增加了。” 这一业务的成本提高了还是利润增加了。