1、剑桥商务英语中级-31 及答案解析(总分：100.00，做题时间：90 分钟)一、SPEAKING(总题数：0，分数：0.00)1.处理投诉 What is important when.? Handling complaints Offering an apology Finding out reasons （分数：30.00）_2.致歉 What is important when.? Offering an apology Finding out the fault Showing a positive attitude （分数：30.00）_3.召回产品 What is importa
2、nt when.? Recalling products Plan making Risk taking （分数：40.00）_剑桥商务英语中级-31 答案解析(总分：100.00，做题时间：90 分钟)一、SPEAKING(总题数：0，分数：0.00)1.处理投诉 What is important when.? Handling complaints Offering an apology Finding out reasons （分数：30.00）_正确答案：()解析：参考范例 In regard to dealing with complaints, offering an apolo
3、gy is the basic step to show that the hosting company is fully aware of the situation and would like to take the potential responsibility for its mistakes. In addition to this , finding out the reasons of complaints is an indispensable step. By investigating the whole process considerately and showi
4、ng your sincerity to crack a hard nut, the customers would be consoled. Lastly , making compensation is another useful method, such as rendering a 10% discount, changing the product and even refunding the whole payments. If the company fails or refuses to do these, its sincerity of handling the comp
5、laints would be put into doubt. 解析 本题需要发言的主题是“处理投诉”。根据已有的要点 1“Offering an apology致歉”，可以联想到这样做是控制形势(control the situation)的基本步骤。根据已有的要点 2“Finding out reasons找出原因”，可以联想到这对改进服务(improve the service)是十分必要的。另外我们还可以补充一些回答的要点，例如，Suggesting solutions 提出解决方案，这有助于从根本上解决问题(solve the problem)；再如，Making compensat
6、ion进行赔偿，这样做是为了要留住客户(keep the clients)。2.致歉 What is important when.? Offering an apology Finding out the fault Showing a positive attitude （分数：30.00）_正确答案：()解析：参考范例 To begin with , the priority of offering an apology is to find out the source of complaint. After a comprehensive investigation, you wil
7、l know what incurs the complaint. And then making a decision on whether an apology is essential or not. Besides , your attitude determines your sincerity when offering an apology. The attitude we usually mention, including your way of speaking, facial expression, etc., has an enormous effect on the
8、customer“s injured heart. And wiping off the scar may retrieve the company“s image. Lastly , the relevant beneficial policies should not be ignored. Just saying sorry without any real reactions cannot prove your sincerity, just like the old proverb goes, “Actions speak louder than words.“ Therefore,
9、 you should take some real measures and make customers feel satisfied. 解析 本题需要发言的主题是“致歉”。根据已有的要点 1“Finding out the fault找出错误所在”，可以联想到其原因是为了维护公司形象(maintain the company image)。根据已有的要点 2“Showing a positive attitude显示出积极的态度”，可以联想到其作用是维持客户对品牌的忠诚度(keep the brand loyalty)。另外我们还可以补充一些回答的要点，例如，Solving the pr
10、oblems 解决问题，这有助于表现出诚意(show your sincerity)；再如，Giving beneficial policies 给予优惠政策，可以想到其目的是要安抚目标客户(console the target clients)。3.召回产品 What is important when.? Recalling products Plan making Risk taking （分数：40.00）_正确答案：()解析：参考范例 As far as I am concerned, making a plan for product recalling is always the
11、 first step before the company“s action. The plan should contain a comprehensive schedule of each step“s action, and it should also list all the people or department concerned. In this way everyone can know his duty and complete his task accordingly. Secondly , taking potential risk is the enterpris
12、e“s responsibility. No company can escape and evade. You should make a wide range of policies in advance to confront with emergency, such as compensation for clients and saving production cost. Lastly , inventory control is another thing we should think over. How many products have been produced? Th
13、e number is usually large, and we must have a good way to handle them properly. 解析 本题需要发言的主题是“召回产品”。根据已有的要点 1“Plan making制定计划”，可以联想到这是采取行动(take actions)必不可少的步骤。根据已有的要点 2“Risk taking应对风险”，可以联想到这是为了解决紧急事件(solve the emergency)的必要准备。另外我们还可以补充一些回答的要点，例如，Inventory control 库存控制，这有助于避免物品积压或短缺，保证公司经营活动顺利进行；再如，Company“s budget 公司预算，其原因是要调整支出(adjust payout)。
