1、BEC商务英语（高级）口语模拟试卷 26及答案与解析 一、 SECTION 1 INTERVIEW (ABOUT 3 MIN) 0 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 one minute You have one minutes to prepare your ideas 1. A Customer rel
2、ations： how to maintain customer interest in a companys products B Transport management： the importance to a business of an efficient publ ic transport system C Market research： the importance of doing market research before launching a new product 二、 SECTION 2 MINI PRESENTATIONS (ABOUT 6 MIN) In th
3、is 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. 0 Your company plans to set up a distribution network in the count to promote sales of prod
4、ucts You 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 BEC商务英语（高级）口语模拟试卷 26答案与解析 一、 SECTION 1 INTERVIEW (ABOUT 3 MIN) 0 【试题解析】 A Customer relations： how to maintain
5、customer interest in a companys product As is known to a11 it is very important for a company to maintain customer interest in their products I 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
6、goods and after-sale service Second， it should lay enough emphasis on the feedback from its current customers and take prompt action to take care of their needs and demands Third， if possible it may provide some incentives to its old customers For example， it can grant a certain discount to them if
7、their purchases reach acertain amount Apart from all these， a company should design strategies to attract new customers and create transactions with them， to expand their customer base， so to speak These strategies include product diversification and upgrading All in all， a company should try its ut
8、most to keep its current customers satisfied with its products and services， and at the same time it should stay ahead of the market through product and pricing strategms B Transport management： the important to a business of an efficient public transport system Any distribution of products from pro
9、ducers to wholesalers or from whcIlesalers to retailers requires transportation.The cost of transporting some products can exceed the cost of producing them An efficient form of transDortation can result in higher costs and lower profits for the firm For each form of transportation， firms should est
10、imate timing， cost， and availability This assessment allows the firm to choose an optimal method of transportation The most common forms of transportation used to distribute products are truck rail air water， and pipeline C Market research： the importance of doing market research before launching a
11、new product Market research is imperative for a 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
12、whether any changes need to be made in the packaging， delivery or the product itself This enables a company to formulate a viable marketing plan or measure the success of its existing plan 二、 SECTION 2 MINI PRESENTATIONS (ABOUT 6 MIN) In this part of the test you are asked to give a short talk on a
13、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. 0 【试题解析】 A： Time Management： the importance of prioritizing tasks of workSuggested Ideas： ?One Important aspect of time management is to know how to pr
14、ioritize tasks of work There are always all kinds of tasks to be fulfilled at work One often feels that there is not enough time to complete aIlthese tasks and thus feels stressed However， if one is good at managing time One can always find time to complete all the tasks。 What is impoant in time man
15、agement is to p rioritize the tasks one has to finish and allocate ones time in accordance with the priorities 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 example suppose you work as the a
16、ssistant to the general manager of your company The 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； t
17、o arrange a dinner 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 managers It seems that
18、the first priority for todays work is to do all the routine work as they cannot be postponed Then 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
19、out what time of the week end 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 meeting I
20、f there is not enough time for you to complete all these tasks in addition to your routine work Then 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： ? First it is important to decide on the re
21、quirements for applicants， because 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，
22、then， its responsibilities would probably include： to answer telephone calIs with good telephone manners， to take telephone messages in both Chinese and English to receive visitors in a professional way， to be able to communicate with English speaking caIIers visitOrs， clients， to respond to emails
23、sent by visitors and clients， etc Then the requtrements 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
24、 and have the advertisement publicized so as to invite 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
25、interviewed ? Next it 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 requirements ? FinaIIV it is important to interview those who have passed the test and make the final decision who is the most competent applicant
26、for the job C： Customer Relations： how to deal with customer complaints effectively Suggested Ideas： ? First it 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
27、to teach them how to deal with customer complaints effectively This 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 custome
28、rs 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 the internal system to deal with customer complaints effectively. ? Thirdly it is important to set up an internal system for dealing wi
29、th customer complaints effectivelY. This system may include the following： 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 custo
30、mer 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 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 with what is the most effective way for dealing with customer com-plaints who has/have done a good job in dealing with customer complaints effectively， how to improve work in this respect
