1、BEC 商务英语（高级）口语-试卷 26 及答案解析(总分：6.00，做题时间：90 分钟)一、SECTION 1 INTERVIEW(总题数：1，分数：2.00)1.In this part of the test，you are asked to give a short talk on a business topicYou have to choose one of the topics frOm the three below and then talk for about one minute You have one minutes to prepare your ideas1.
2、 ACustomer relations：how to maintain customer interest in a companys products BTransport management：the importance to a business of an efficient publ ic transport system CMarket research：the importance of doing market research before launching a new product（分数：2.00）_二、SECTION 2 MINI PRES(总题数：2，分数：4.
3、00)2.SECTION 2 MINI PRESENTATIONS (ABOUT 6 MIN)In this part of the test you are asked to give a short talk on a business topic. You have to choose one of the topics from the three below and then talk for about 1 minute. You have 1 minute to prepare your ideas.（分数：2.00）_3.Your company plans to set up
4、 a distribution network in the count to promote sales of productsYou have been asked to submit ideas on how to set up such a network Discuss，and decide together： ? Which areas to be included in the network and why ? How to select competent distributors（分数：2.00）_BEC 商务英语（高级）口语-试卷 26 答案解析(总分：6.00，做题时间
5、：90 分钟)一、SECTION 1 INTERVIEW(总题数：1，分数：2.00)1.In this part of the test，you are asked to give a short talk on a business topicYou have to choose one of the topics frOm the three below and then talk for about one minute You have one minutes to prepare your ideas1. ACustomer relations：how to maintain cu
6、stomer interest in a companys products BTransport management：the importance to a business of an efficient publ ic transport system CMarket research：the importance of doing market research before launching a new product（分数：2.00）_正确答案：(正确答案：)解析：解析： ACustomer relations：how to maintain customer interest
7、 in a companys product As is known to a11it is very important for a company to maintain customer interest in their productsI think a company should try every possible way to retain its current customers First，it should always make sure that it provides its customers with quality goods and after-sale
8、 serviceSecond，it should lay enough emphasis on the feedback from its current customers and take prompt action to take care of their needs and demandsThird，if possible it may provide some incentives to its old customersFor example，it can grant a certain discount to them if their purchases reach acer
9、tain amountApart from all these，a company should design strategies to attract new customers and create transactions with them，to expand their customer base，so to speakThese strategies include product diversification and upgradingAll in all，a company should try its utmost to keep its current customer
10、s satisfied with its products and services，and at the same time it should stay ahead of the market through product and pricing strategms BTransport management：the important to a business of an efficient public transport system Any distribution of products from producers to wholesalers or from whcIle
11、salers to retailers requires transportation.The cost of transporting some products can exceed the cost of producing themAn efficient form of transDortation can result in higher costs and lower profits for the firmFor each form of transportation，firms should estimate timing，cost，and availability This
12、 assessment allows the firm to choose an optimal method of transportationThe most common forms of transportation used to distribute products are truckrailairwater，and pipeline CMarket research：the importance of doing market research before launching a new product Market research is imperative for a
13、company to know what type of products or services would be profitable to introduce in the markeL Also with respect to its existing products in the market，good market research enables a company to know if it has been able to satisfy customer needs and whether any changes need to be made in the packag
14、ing，delivery or the product itselfThis enables a company to formulate a viable marketing plan or measure the success of its existing plan二、SECTION 2 MINI PRES(总题数：2，分数：4.00)2.SECTION 2 MINI PRESENTATIONS (ABOUT 6 MIN)In this part of the test you are asked to give a short talk on a business topic. Yo
15、u have to choose one of the topics from the three below and then talk for about 1 minute. You have 1 minute to prepare your ideas.（分数：2.00）_解析：3.Your company plans to set up a distribution network in the count to promote sales of productsYou have been asked to submit ideas on how to set up such a ne
16、twork Discuss，and decide together： ? Which areas to be included in the network and why ? How to select competent distributors（分数：2.00）_正确答案：(正确答案：)解析：解析：A：Time Management：the importance of prioritizing tasks of workSuggested Ideas： ?One Important aspect of time management is to know how to prioritiz
17、e tasks of workThere are always all kinds of tasks to be fulfilled at workOne often feels that there is not enough time to complete aIlthese tasks and thus feels stressedHowever，if one is good at managing timeOne can always find time to complete all the tasks。 What is impoant in time management is t
18、o p rioritize the tasks one has to finish and allocate ones time in accordance with the prioritiesSome of these tasks are urgent tasks and need to be fulfilled as soon as possible whereas other tasks are not uraent and can be postponed for a while ? For examplesuppose you work as the assistant to th
19、e general manager of your companyThe general manager has given you several tasks fOr the day：to draft a letter in answer to the chairmans inquiry letter about the investment agreement to be signed tomorrow：to send an email to all the staff for a staff meeting to be held next week；to arrange a dinner
20、 with an important client for the coming week-end；in addition，you have all the routine work to do：to answer telephone calls：to take telephone messages for the general manager；to dictate all his instructions and pass on the instructions to all department managersIt seems that the first priority for t
21、odays work is to do all the routine work as they cannot be postponedThen you need to squeeze in the other assigned tasks in the following order：to fast read the chairmans letter and the investment agreement in Order to draft the letter in answer；to call the client to find out what time of the weeken
22、d is convenient and then call a good restaurant to reserve a room for the dinner；to find out from the HR manager the venue and time for the staff meeting and then send the email on behalf of the general manager to request everyone to be present at the scheduled meetingIf there is not enough time for
23、 you to complete all these tasks in addition to your routine workThen perhaps you can draft and send the email early next morning when you come to the office B：Recruitment：how to select competent applicants Suggested Ideas： ? Firstit is important to decide on the requirements for applicants，because
24、only when the requlrements are set，can the recruitment panel judge whether an applicant is competent or not.To set the reauirements for a certain job，it is important to decide on the responsibilities for the job.For example，if the job is that of a receptionist，then，its responsibilities would probabl
25、y include：to answer telephone calIs with good telephone manners，to take telephone messages in both Chinese and Englishto receive visitors in a professional way，to be able to communicate with English speaking caIIersvisitOrs，clients，to respond to emails sent by visitors and clients，etcThen the requtr
26、ements for such a iob could be set as：having a certificate for basic computer skills，a certificate showing level of English proficiency，etc. ? Secondlv，it is important to prepare a job advertisement describing the responsibilities and requirements and have the advertisement publicized so as to invit
27、e applications. ? Thirdlv，when all the applications are submitted，it is important to screen the CVs of job applicants and shortlist the applicants for going through further recruitment procedures such as sitting in a standardized test and being interviewed ? Nextit is important to give those applica
28、nts whose CVs seem to meet the requirements a standard-ized test to find out if they do meet the requirements ? FinaIIVit is important to interview those who have passed the test and make the final decision who is the most competent applicant for the job C：Customer Relations：how to deal with custome
29、r complaints effectively Suggested Ideas： ? Firstit is important to make the staff realize and accept the concept that customers are the God and they are always right ? Secondly，it is important to provide the staff with necessary training to teach them how to deal with customer complaints effectivel
30、yThis training program may include training in the following aspects：how to respond to customer complaints politely；how to listen to customer complaints patiently with-out showing any impatience；how to interact with complaining customers in a professional way；how to make them feel that their complai
31、nts have been received with appreciation and will be dealt with in their favor；how to make use of the internal system to deal with customer complaints effectively. ? Thirdlyit is important to set up an internal system for dealing with customer complaints effectivelY. This system may include the foll
32、owing： having a customer hot line especially for receiving customer complaints. havina a section on the company website for customers to post their complaints. assigning a special team whose main responsibility is to deal with customer complainls received through the hot line or emails or letters an
33、d faxes havina a requirement that all customer complaints must be responded to within 3 days keeping a record of all customer complaints and how these complaints have been dealt with and by whom writjng an annual report to summarize what kinds of complaints have been made by customers，how they have been dealt withwhat is the most effective way for dealing with customer com-plaintswho has/have done a good job in dealing with customer complaints effectively，how to improve work in this respect
