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1、如有侵权，请联系网站删除，仅供学习与交流BEC中级口语复习资料【精品文档】第 11 页Whats important when?1. Monitoring the quality of service providedFeedback from the customersA: Feedback from the customers is very important because feedback can reflect the opinion of the customers on the quality of your service. To get this feedback a.s.
2、a.p. and analyze it carefully is very helpful. From this feedback you can know what your customers think of your service what they are not satisfied with and how they like you to improve the quality of your service. Once you know what your customers want you will have a clear objective to improve or
3、 maintain the quality of your service and your monitoring will be more effective.Checking sales figuresA: when we monitor the quality of service provided we must first check our sales figures. Sales figures is one of the most important factors in testing if the service you provide has high quality a
4、nd if the customers are satisfied with your service. If your sales figures continue to grow that means you succeed in maintaining the quality of your service and your customers are confident when choosing your service. If there is a sudden decrease in your sales figure that will probably mean that y
5、ou are now in trouble and the quality of your service is declining or undermined by some factors of uncertainty, which means you have to check the whole quality-control system to find out where the problem is.2. Choosing a new sales agentExperience of agentA: we should first consider the experience
6、of the agent we choose. The more experience the agent has the more chance he or she will have in dealing with sales. An experienced agent has profound knowledge on sales and is very professional in promoting sales and selling goods to customers. Furthermore experienced agent may have established his
7、 or her sales channels or relations which are the key factors to the success of sales. They can help you to enter or open up markets quickly and effectively which will save a lot of your money or energy.Number of contactsA: we should first consider the number of contacts our agents have. The more co
8、ntacts they have the more sales channels they may have established before. As PR is gaining its importance nowadays an agent with frequent contacts with both customers and clients is more urgently needed to help us compete with our rivals and win in the highly-competitive market.3. Planning the layo
9、ut of a new storeAttractivenessA: in order to plan the layout of a new store we must improve the attractiveness of our store. The layout of the store should reflect our value and concept and should be in harmony with the environment we create. It will make our customers feel comfortable when they ar
10、e shopping or visiting our store. We must introduce more customer-friendly design and use them in the layout of our store to ensure that every customer visiting our store is satisfied with the convenience we bring to them. In a word we must spare no efforts to enhance the attractiveness of our store
11、.Security of goodsA: of course we should first take the security of goods into consideration. It is our hope that every customer visiting our store can feel comfortable and we are reluctant to see any customer be hurt due to the neglect of security of goods. For example goods such as cosmetics or ki
12、tchen utensils which are not suitable for children to touch will be place at a relatively safe place and attached with labels warning the potential dangers. Goods which are placed at high places will be watched closely by our staff especially when our customers touch or remove them.4. Aiming to redu
13、ce staff turnoverFinancial incentivesA: in my opinion financial incentives are the best way to reduce staff turnover. According statistics almost two thirds of the staff turnover occurs due to the companys failing to improve the financial situation of the staff. In addition most of the excuses the s
14、taff can find to explain why they will quit are related to poor financial situations. We can establish an incentive system within the whole company to reward those who are willing to stay with us and make their due contribution to our company. Thus we can stimulate our staff and reduce to a large ex
15、tent the staff turnover.Career structureA: by planning a complete career structure for our staff we can successfully reduce the staff turnover of the company. Every staff of our company hopes to have a bright future in our company and they are keen to see that after a period of hard work they finall
16、y achieve something or get some position which they deserve. So we can set a clear and complete career structure for them in advance to eliminate any suspicion of our staff that they wont be paid special attention within the company. Thus everyone in the company can have a clear objective ahead of t
17、hem and they will of course strive to their goals without any thought of leaving us.5. Setting prices for new productsProduction costsA: when we set prices for new products we should first consider our production costs which are an important factor in pricing. I t is no doubt that any newly-set pric
18、e of any product should at least cover its production cost. Otherwise you wont gain any profits from your product. So we must calculate the production costs carefully before we could set price. The production costs should include the cost you have on the purchase of the raw material the cost occurs
19、in the production line and the cost you have in the packaging promotion and after-service.Competitors priceA: the best way of setting prices for our new products is to find out what price our competitor sets for the products in the same catalogue with ours. It is no doubt that our competitor has car
20、ried out a complete market research on the pricing of it products before it sets their price. We can make use of it and what we have to do is to know their price compare it with ours and set our own one. It is obvious that we can save our money and energy we will have to spend on the market research
21、 and the whole pricing procedure we now follow is very fast and effective.6. Dealing with complaints from clientsOffering an apologyA: the best way to deal with complaints from your clients is to offer them your apology in which you explain in detail what causes them to make their complaints and exp
22、ress your sincere apology to them in order to get their forgiveness. Of course if what they complain about is true you should also offer some compensation in your apology which can make your customers feel valued and believe that any inconvenience you have caused them is never going to happen.Sugges
23、ting a solution to the problemA: after you receive your customers complaint you should immediately write to them suggesting a solution to the problem which should be very specific and explains in detail what you are going to do for the problem. Generally your customers will probably prefer compensat
24、ion a refund or a change of your products or service. So make sure that your customers will have a clear idea of what they could receive. Besides you should make your promise that this kind of problem wont happen again and express your hope that your customers can maintain the relationship with you
25、after this unhappy accident.7. Exporting goods or services for the first timePersonal contactsA: when we export goods or services for the first time we can contact people we know in the business circle. Being newcomers we might not have the established markets or channels for us to export goods or s
26、ervices. We can overcome the difficulty by communicating with our friends or acquaintances that are doing business now and familiar with the situation of the market you want to enter.Professional adviceA: Being the first time you export your goods you are not very familiar with the procedures you sh
27、ould follow in exporting and the situation of the market you want to enter. It is very important then for you to ask experts in your company for their professional advice. They are experienced businessmen whose advice would be valuable for you to take and whose experience would be precious for you t
28、o learn from. You can avoid making mistakes that often occur on the freshmen and thus save your time and energy.8. Aiming for promotionQuality of performanceA: if you want to get promotion its important for you to show your employers the high level of your performance. The quality of performance is
29、always used to test the ability of the candidates who will be promoted within the company so you must pay attention to your own performance such as your ability to communicate and co-operate with others; your ability to deal with the current job; your ability to control and manage your staff as well
30、 as your ability to handle crisis when they occur. Your employer will be satisfied if you can show him or her such your abilities and then you will get a better chance to be promoted.Company loyaltyA: your boss will take consideration of your loyalty when deciding whether to promote you or not so tr
31、y your best to show your loyalty to your company and make sure that you do have such loyalty which demonstrates an employees quality and attribute. It is the fact that a company wont give chance to the employee who may always disgruntle and complain or even undermine his or her company.9. Choosing t
32、ransport for a business tripConvenienceA: as a businessman you have to consider the convenience of the transport you choose for your business trip. The key element of the success of your business is the time. In order to save your time and arrange your agenda more effectively you must choose the mos
33、t convenient transport which can make you arrive at your destination a.s.a.p. and without any delay.Cost-effectiveness A: there is an old saying in business. That is money matters. So you have to consider the cost that may occur when you select transport for your business trip. It is not wise to cho
34、ose those transporting tools whose cost is beyond your budget. Expensive transporting tools can inevitably increase your cost even before you do a business, which will take up a large proportion of your budget or even make you fail to meet your targets. You should never allow this kind of cost to ru
35、in your whole business.10. Planning an advertising campaignMarket researchA: market research is very important when we plan an advertising campaign. Since it is the first time we plan the advertising campaign we are not clear about the situation in the market especially our potential customers taste
36、s for advertising. Therefore we can carry out a market research to find out which form of advertising our customers like best and what our customers expect from our products. With the understanding of these we then conclude the information in our advertising to give our customers a impression that o
37、ur advertisement is very attractive and the products it promotes are just what they want.Selecting appropriate mediaA: to select an appropriate media is the fist and most important step when we plan our advertising campaign. The success of our advertising depends on the effectiveness and the popular
38、ity of the media we choose to promote our products. This media must have a lot of audience or listeners and must be very influential. For example it should be a nation-wide or local newspaper with a large circulation. Only to choose this kind of media can we ensure that the greatest possible majorit
39、y of people can have the access to our advertisement which will directly affect the sales of our products. In addition this kind of media usually has great influence on the publics opinion. Therefore they can help us to create a positive image of our products to the public.11. Considering a career c
40、hangeFuture study or trainingA: top consideration should be given to future study or training when we consider a career change. The career you are intended to change should be able to provide you with the chance for your future study or training which is very important for you if you want to achieve
41、 high success in your work. If the career fails to offer you any chance to study or get trained that means you are unlikely to develop yourself fully in this career and you should not hesitate to change it. As an employee you should choose the career that can allow you to develop your potential and
42、that can promise you a better future both in your work and your study.Opportunities for future promotionA: as an employee the opportunities you can get for future promotion from your career is very important and therefore should be your first consideration. For most of us who starts our career our d
43、reams are all about getting promotions, taking more and more responsibilities and finally reaching the top of the management. In order to realize these dreams we employees need a company or an organization that can provide us with plenty of career opportunities and sound environment. In a company wh
44、ere such opportunities are rare it is impossible for you to realize your dream. In addition a lot of your precious time will be wasted. Remember: more opportunities better future.12. Selecting staff for promotionAttitude to workA: we should of course consider the staff who hold positive attitudes to
45、wards their work as the candidates for promotion. Positive attitudes allow people to have a correct understanding of what they are doing so that they can devote themselves to their work which will lead to a better performance and a better result. In a company the best candidates for promotion are us
46、ually those who are willing to do their jobs take their responsibility and make their commitment. Current performanceA: The only criterion when we select staff for promotion is his or her performance. Performance demonstrates your employees ability to sell products promote products communicate with
47、your clients and deal with crisis. All of these abilities are what you and your company need in many fields of your business. Therefore when you promote an employee who might become the core of the management of your company it is important for you to consider his or her performance. In addition jud
48、ging an employee by his or her performance in itself is also an universally-recognized rule applied by many companies in promoting their staff.13. Entertaining clientsTypes of activitiesA: we must choose appropriate types of activities to entertain different clients. Different clients have different
49、 tastes interests and hobbies. In order to make them feel satisfied and comfortable we must choose the activities they prefer and are interested in. For example if you find your client has a taste for art or music then take him or her to a concert. If he or she is a sports fan take him or her to the sports event. Besides we seek to find chances to do business with our clients while entertaining them. Therefore we mus