1、BEC 商务英语（高级）口语-试卷 27 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.Task Sheet： A：Time Management：the impotance of prioritizing tasks of work B：Recruitment：how to select competent applicants C：Customer Relations：how to deal with customer complaints effectively（分数：2.00）_二、SECTION 2 MI
2、NI 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. 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.Task Shee
3、t： Initial Public Offering(IPO)： Your company plans to have its IPO in the Shanghai Stock Market。You have been asked to submit ideas on how to make a successful IPO Discuss，and decide together： ? Why is it necessary to make road shows and how to make successful road shows ? Why is it important to ma
4、ke an investigation of the capital market（分数：2.00）_BEC 商务英语（高级）口语-试卷 27 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.Task Sheet： A：Time Management：the impotance of prioritizing tasks of work B：Recruitment：how to select competent applicants C：Customer Relations：how to deal with custo
5、mer complaints effectively（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 prioritize tasks of workThere are always all kinds of tasks to be fulfilled at workOne often feels that ther
6、e is not enough time to complete aIlthese tasks and thus feels stressedHowever，if one is good at managing timeOne can al-ways find time to complete all the tasks。 What is impoant in time management is to p rioritize the tasks one has to finish and allocate ones time in accordance with the priorities
7、Some 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 the general manager of your companyThe general manager has given you several tasks for the day：to dr
8、aft 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 with an important client for the coming weekend；in addition，you have all the routine work to do：t
9、o 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 todays work is to do all the routine work as they cannot be postponedThen you need to squeeze in the
10、 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 weekend is convenient and then call a good restaurant to reserve a room for the dinner；to find out from t
11、he 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 you to complete all these tasks in addition to your routine workThen perhaps you can draft and sen
12、d 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 only when the requlrements are set，can the recruitment panel judge whether an applicant is competen
13、t 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 probably include：to answer telephone calIs with good telephone manners，to take telephone messages in both
14、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 requtrements for such a iob could be set as：having a certificate for basic computer skills，a certificate
15、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 invite applications. ? Thirdlv，when all the applications are submitted，it is important to screen the CVs
16、 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 applicants whose CVs seem to meet the requirements a standard-ized test to find out if they do meet the re
17、quirements ? 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 customer complaints effectively Suggested Ideas： ? Firstit is important to make the staff realize and acce
18、pt 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 effectivelyThis training program may include training in the following aspects：how to respond to customer com
19、plaints 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 complaints have been received with appreciation and will be dealt with in their favor；how to make use of t
20、he 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 following： having a customer hot line especially for receiving customer complaints. havina a section on
21、 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 and faxes havina a requirement that all customer complaints must be responded to within 3 days keepin
22、g 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 complaintswho has/have done
23、 a good job in dealing with customer complaints effectively，how to improve work in this respect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. You have to choose one of the topics from th
24、e three below and then talk for about 1 minute. You have 1 minute to prepare your ideas.（分数：2.00）_解析：3.Task Sheet： Initial Public Offering(IPO)： Your company plans to have its IPO in the Shanghai Stock Market。You have been asked to submit ideas on how to make a successful IPO Discuss，and decide toge
25、ther： ? Why is it necessary to make road shows and how to make successful road shows ? Why is it important to make an investigation of the capital market（分数：2.00）_正确答案：(正确答案：)解析：解析：Initial Public Offering(IPO)： Your company plans to have its IPO in the Shanghai Stock MarketYou have been asked to sub
26、mit ideas on how to make a successful IPO Discuss，and decide together： ? Why is it necessary to make road shows and how to make successful road shows ? Why is it important to make an investigation of the capital market Suggested Ideas： ? Why is it necessary to make road shows and how to make success
27、ful road shows It is important to make road shows for the following reasons： to publicize corporate information to prospective investors to attract as many prospective investors as possible to pave the way for IPO(Initial Public Offering) To make successful road shows，it is important to do the follo
28、wing： to prepare a PPT presentation for the road showsThis presentation should include true information about the company in the following aspects： company history(when and where was the company established and by whom)， business scope(what kind of business is the company involved in)，* financial st
29、atus(registered capital，composition of investment，working capital，annual income and profit，etc)， * management team(introduction to each member of the management team，their eduction background，work experience，career achievement)， * plan for development and expansion in the near future(usually in the
30、next 5 years) to set up a team for the road shows to train presenters for the road showsand/or to train interpreters for the road shows(if necessary)， to prepare answers to possible questions to be raised by prospective investors at the road shows ? Why is it important to make an investigation of th
31、e capital market It is impodant to make an investigation of the capital market for the following reasons： to know the current status of the capital market and decide whether it is appropriate time to have the intended IPO， to know whether there will be many prospective investors for the intended IPO， to know whether there will be sufficient investment on the intended IPO to predict whether the intended IPO will be a success
