1、BEC商务英语（高级）写作模拟试卷 41及答案与解析 一、 PART ONE 1 The Customer Services Department of your fastfood chain restaurant conducted staff training in order to reduce the number of complaints and achieve higher rate of customer satisfaction The bar chart below shows the changes in the average number of complaints
2、filed in a week after the train-ing Using the information from the chart，write a short report analysing the result of the training Write 120-140 words 二、 PART TWO 2 Write an answer to one of the questions 2-4 in this part 1. Question 2 You are Financial Advisor to a toy manufacturer。 You have been a
3、sked to write a proposal about money management in the coming financial crisis Write the proposal including the following points： refinement of your business processes， re-evaluation of your creditors and debtors， setting aside of savings for the worst times 2. Question 3 A long-time client has writ
4、ten to complain about an under。 shipment in their Christmas order You have been asked to write a letter to apologise and offer solutions Write the letter： apologising for the mistake on your side， Offening solutions to the problem， showing your appreciation of their business， promising that such pro
5、blems will not happen again. 3. Question 4 Your organisation has undertaken a series of experiments in order to become more cost effective You have been asked to write a report summarising the results of these cost-reducing strategies Write the report to the General Manager including： a general intr
6、oduction to this reform One or two of the most effective strategies in this reform， One of the problems that surfaced during the course， what measures were taken to solve the above-mentioned problem BEC商务英语（高级）写作模拟试卷 41答案与解析 一、 PART ONE 1 【正确答案】 After the staff training customer complaints have decl
7、ined on average for all three groups of staff involved The training of the cleaning staff， formerly the most criticized group， has achieved the most satisfactory result Complaints have dropped by 74%to 5 cases a week The service quality of our waiters has also been improved tremendously The number o
8、f complaints against them has fallen more than a half from a weekly average of 13 to 5 cases However， the effect of training on the chefs has not been as noticeable as on the other two groups. There has been only a 20% decrease， from ten to eight complaints per week It can be concluded that our trai
9、ning has been effective in general， although further training is still needed to enhance the performance of the chefs 二、 PART TWO 2 【正确答案】 The current business environment is in turmoil， so there are several urgent issues for US to consider in terms of money management We should first of all， stream
10、line our processes for less waste and greater efficiency The starting points can be storage costs and public relations expenses It will also be helpful to reevaluate our creditors and debtors We should be aware that as a small business， the bank is not our only source of credit We have credit lines
11、with vendors， who， even though facing the same problems as ourselves， are afraid of losing an excellent customer What we can do now is sit down with our creditors and discuss our business future and payment terms together In addition， we have our debtors to resort to It is time that we reconsider ou
12、r cooperation with those customers who have consistently defaulted on payment， because things are unlikely to get better for them any time soon At the same time we should strengthen our relationship with clients in credit with us。 Ultimately we need to decide whats best for our business Finally， it is important that we put some money into adoomsday account， which will keep our head above the troubled waters when the really hard storms blow If possible， about 5 percent of our revenue should be set aside per month for this purpose
