BEC中級口語復習資料BEC中級口語復習資料BEC中級口語復習資料xxx公司BEC中級口語復習資料文件編號：文件日期：修訂次數：第1.0次更改批準審核制定方案設計，管理制度What'simportantwhen…1.MonitoringthequalityofserviceprovidedFeedbackfromthecustomersA:Feedbackfromthecustomersisveryimportantbecausefeedbackcanreflecttheopinionofthecustomersonthequalityofyourservice.Togetthisfeedbackandanalyzeitcarefullyisveryhelpful.Fromthisfeedbackyoucanknowwhatyourcustomersthinkofyourservicewhattheyarenotsatisfiedwithandhowtheylikeyoutoimprovethequalityofyourservice.Onceyouknowwhatyourcustomerswantyouwillhaveaclearobjectivetoimproveormaintainthequalityofyourserviceandyourmonitoringwillbemoreeffective.

CheckingsalesfiguresA:whenwemonitorthequalityofserviceprovidedwemustfirstcheckoursalesfigures.Salesfiguresisoneofthemostimportantfactorsintestingiftheserviceyouprovidehashighqualityandifthecustomersaresatisfiedwithyourservice.Ifyoursalesfigurescontinuetogrowthatmeansyousucceedinmaintainingthequalityofyourserviceandyourcustomersareconfidentwhenchoosingyourservice.Ifthereisasuddendecreaseinyoursalesfigurethatwillprobablymeanthatyouarenowintroubleandthequalityofyourserviceisdecliningorunderminedbysomefactorsofuncertainty,whichmeansyouhavetocheckthewholequality-controlsystemtofindoutwheretheproblemis.

2.ChoosinganewsalesagentExperienceofagentA:weshouldfirstconsidertheexperienceoftheagentwechoose.Themoreexperiencetheagenthasthemorechanceheorshewillhaveindealingwithsales.Anexperiencedagenthasprofoundknowledgeonsalesandisveryprofessionalinpromotingsalesandsellinggoodstocustomers.Furthermoreexperiencedagentmayhaveestablishedhisorhersaleschannelsorrelationswhicharethekeyfactorstothesuccessofsales.Theycanhelpyoutoenteroropenupmarketsquicklyandeffectivelywhichwillsavealotofyourmoneyorenergy.

NumberofcontactsA:weshouldfirstconsiderthenumberofcontactsouragentshave.Themorecontactstheyhavethemoresaleschannelstheymayhaveestablishedbefore.AsPRisgainingitsimportancenowadaysanagentwithfrequentcontactswithbothcustomersandclientsismoreurgentlyneededtohelpuscompetewithourrivalsandwininthehighly-competitivemarket.

3.PlanningthelayoutofanewstoreAttractivenessA:inordertoplanthelayoutofanewstorewemustimprovetheattractivenessofourstore.Thelayoutofthestoreshouldreflectourvalueandconceptandshouldbeinharmonywiththeenvironmentwecreate.Itwillmakeourcustomersfeelcomfortablewhentheyareshoppingorvisitingourstore.Wemustintroducemorecustomer-friendlydesignandusetheminthelayoutofourstoretoensurethateverycustomervisitingourstoreissatisfiedwiththeconveniencewebringtothem.Inawordwemustsparenoeffortstoenhancetheattractivenessofourstore.

SecurityofgoodsA:ofcourseweshouldfirsttakethesecurityofgoodsintoconsideration.Itisourhopethateverycustomervisitingourstorecanfeelcomfortableandwearereluctanttoseeanycustomerbehurtduetotheneglectofsecurityofgoods.Forexamplegoodssuchascosmeticsorkitchenutensilswhicharenotsuitableforchildrentotouchwillbeplaceatarelativelysafeplaceandattachedwithlabelswarningthepotentialdangers.Goodswhichareplacedathighplaceswillbewatchedcloselybyourstaffespeciallywhenourcustomerstouchorremovethem.

4.AimingtoreducestaffturnoverFinancialincentivesA:inmyopinionfinancialincentivesarethebestwaytoreducestaffturnover.Accordingstatisticsalmosttwothirdsofthestaffturnoveroccursduetothecompany’sfailingtoimprovethefinancialsituationofthestaff.Inadditionmostoftheexcusesthestaffcanfindtoexplainwhytheywillquitarerelatedtopoorfinancialsituations.Wecanestablishanincentivesystemwithinthewholecompanytorewardthosewhoarewillingtostaywithusandmaketheirduecontributiontoourcompany.Thuswecanstimulateourstaffandreducetoalargeextentthestaffturnover.

CareerstructureA:byplanningacompletecareerstructureforourstaffwecansuccessfullyreducethestaffturnoverofthecompany.Everystaffofourcompanyhopestohaveabrightfutureinourcompanyandtheyarekeentoseethatafteraperiodofhardworktheyfinallyachievesomethingorgetsomepositionwhichtheydeserve.Sowecansetaclearandcompletecareerstructurefortheminadvancetoeliminateanysuspicionofourstaffthattheywon’tbepaidspecialattentionwithinthecompany.Thuseveryoneinthecompanycanhaveaclearobjectiveaheadofthemandtheywillofcoursestrivetotheirgoalswithoutanythoughtofleavingus.

5.SettingpricesfornewproductsProductioncostsA:whenwesetpricesfornewproductsweshouldfirstconsiderourproductioncostswhichareanimportantfactorinpricing.Itisnodoubtthatanynewly-setpriceofanyproductshouldatleastcoveritsproductioncost.Otherwiseyouwon’tgainanyprofitsfromyourproduct.Sowemustcalculatetheproductioncostscarefullybeforewecouldsetprice.Theproductioncostsshouldincludethecostyouhaveonthepurchaseoftherawmaterialthecostoccursintheproductionlineandthecostyouhaveinthepackagingpromotionandafter-service.

Competitor’spriceA:thebestwayofsettingpricesforournewproductsistofindoutwhatpriceourcompetitorsetsfortheproductsinthesamecataloguewithours.Itisnodoubtthatourcompetitorhascarriedoutacompletemarketresearchonthepricingofitproductsbeforeitsetstheirprice.Wecanmakeuseofitandwhatwehavetodoistoknowtheirpricecompareitwithoursandsetourownone.Itisobviousthatwecansaveourmoneyandenergywewillhavetospendonthemarketresearchandthewholepricingprocedurewenowfollowisveryfastandeffective.

6.DealingwithcomplaintsfromclientsOfferinganapologyA:thebestwaytodealwithcomplaintsfromyourclientsistoofferthemyourapologyinwhichyouexplainindetailwhatcausesthemtomaketheircomplaintsandexpressyoursincereapologytotheminordertogettheirforgiveness.Ofcourseifwhattheycomplainaboutistrueyoushouldalsooffersomecompensationinyourapologywhichcanmakeyourcustomersfeelvaluedandbelievethatanyinconvenienceyouhavecausedthemisnevergoingtohappen.

SuggestingasolutiontotheproblemA:afteryoureceiveyourcustomer’scomplaintyoushouldimmediatelywritetothemsuggestingasolutiontotheproblemwhichshouldbeveryspecificandexplainsindetailwhatyouaregoingtodofortheproblem.Generallyyourcustomerswillprobablyprefercompensationarefundorachangeofyourproductsorservice.Somakesurethatyourcustomerswillhaveaclearideaofwhattheycouldreceive.Besidesyoushouldmakeyourpromisethatthiskindofproblemwon’thappenagainandexpressyourhopethatyourcustomerscanmaintaintherelationshipwithyouafterthisunhappyaccident.

7.ExportinggoodsorservicesforthefirsttimePersonalcontactsA:whenweexportgoodsorservicesforthefirsttimewecancontactpeopleweknowinthebusinesscircle.Beingnewcomerswemightnothavetheestablishedmarketsorchannelsforustoexportgoodsorservices.Wecanovercomethedifficultybycommunicatingwithourfriendsoracquaintancesthataredoingbusinessnowandfamiliarwiththesituationofthemarketyouwanttoenter.

ProfessionaladviceA:Beingthefirsttimeyouexportyourgoodsyouarenotveryfamiliarwiththeproceduresyoushouldfollowinexportingandthesituationofthemarketyouwanttoenter.Itisveryimportantthenforyoutoaskexpertsinyourcompanyfortheirprofessionaladvice.Theyareexperiencedbusinessmenwhoseadvicewouldbevaluableforyoutotakeandwhoseexperiencewouldbepreciousforyoutolearnfrom.Youcanavoidmakingmistakesthatoftenoccuronthefreshmenandthussaveyourtimeandenergy.

8.AimingforpromotionQualityofperformanceA:ifyouwanttogetpromotionit’simportantforyoutoshowyouremployersthehighlevelofyourperformance.Thequalityofperformanceisalwaysusedtotesttheabilityofthecandidateswhowillbepromotedwithinthecompanysoyoumustpayattentiontoyourownperformancesuchasyourabilitytocommunicateandco-operatewithothers;yourabilitytodealwiththecurrentjob;yourabilitytocontrolandmanageyourstaffaswellasyourabilitytohandlecrisiswhentheyoccur.Youremployerwillbesatisfiedifyoucanshowhimorhersuchyourabilitiesandthenyouwillgetabetterchancetobepromoted.CompanyloyaltyA:yourbosswilltakeconsiderationofyourloyaltywhendecidingwhethertopromoteyouornotsotryyourbesttoshowyourloyaltytoyourcompanyandmakesurethatyoudohavesuchloyaltywhichdemonstratesanemployee’squalityandattribute.Itisthefactthatacompanywon’tgivechancetotheemployeewhomayalwaysdisgruntleandcomplainorevenunderminehisorhercompany.

9.ChoosingtransportforabusinesstripConvenienceA:asabusinessmanyouhavetoconsidertheconvenienceofthetransportyouchooseforyourbusinesstrip.Thekeyelementofthesuccessofyourbusinessisthetime.Inordertosaveyourtimeandarrangeyouragendamoreeffectivelyyoumustchoosethemostconvenienttransportwhichcanmakeyouarriveatyourdestinationandwithoutanydelay.

Cost-effectivenessA:thereisanoldsayinginbusiness.Thatismoneymatters.Soyouhavetoconsiderthecostthatmayoccurwhenyouselecttransportforyourbusinesstrip.Itisnotwisetochoosethosetransportingtoolswhosecostisbeyondyourbudget.Expensivetransportingtoolscaninevitablyincreaseyourcostevenbeforeyoudoabusiness,whichwilltakeupalargeproportionofyourbudgetorevenmakeyoufailtomeetyourtargets.Youshouldneverallowthiskindofcosttoruinyourwholebusiness.

10.PlanninganadvertisingcampaignMarketresearchA:marketresearchisveryimportantwhenweplananadvertisingcampaign.Sinceitisthefirsttimeweplantheadvertisingcampaignwearenotclearaboutthesituationinthemarketespeciallyourpotentialcustomers’tastesforadvertising.Thereforewecancarryoutamarketresearchtofindoutwhichformofadvertisingourcustomerslikebestandwhatourcustomersexpectfromourproducts.Withtheunderstandingofthesewethenconcludetheinformationinouradvertisingtogiveourcustomersaimpressionthatouradvertisementisveryattractiveandtheproductsitpromotesarejustwhattheywant.

SelectingappropriatemediaA:toselectanappropriatemediaisthefistandmostimportantstepwhenweplanouradvertisingcampaign.Thesuccessofouradvertisingdependsontheeffectivenessandthepopularityofthemediawechoosetopromoteourproducts.Thismediamusthavealotofaudienceorlistenersandmustbeveryinfluential.Forexampleitshouldbeanation-wideorlocalnewspaperwithalargecirculation.Onlytochoosethiskindofmediacanweensurethatthegreatestpossiblemajorityofpeoplecanhavetheaccesstoouradvertisementwhichwilldirectlyaffectthesalesofourproducts.Inadditionthiskindofmediausuallyhasgreatinfluenceonthepublic’sopinion.Thereforetheycanhelpustocreateapositiveimageofourproductstothepublic.

11.ConsideringacareerchangeFuturestudyortrainingA:topconsiderationshouldbegiventofuturestudyortrainingwhenweconsideracareerchange.Thecareeryouareintendedtochangeshouldbeabletoprovideyouwiththechanceforyourfuturestudyortrainingwhichisveryimportantforyouifyouwanttoachievehighsuccessinyourwork.Ifthecareerfailstoofferyouanychancetostudyorgettrainedthatmeansyouareunlikelytodevelopyourselffullyinthiscareerandyoushouldnothesitatetochangeit.Asanemployeeyoushouldchoosethecareerthatcanallowyoutodevelopyourpotentialandthatcanpromiseyouabetterfuturebothinyourworkandyourstudy.

OpportunitiesforfuturepromotionA:asanemployeetheopportunitiesyoucangetforfuturepromotionfromyourcareerisveryimportantandthereforeshouldbeyourfirstconsideration.Formostofuswhostartsourcareerourdreamsareallaboutgettingpromotions,takingmoreandmoreresponsibilitiesandfinallyreachingthetopofthemanagement.Inordertorealizethesedreamsweemployeesneedacompanyoranorganizationthatcanprovideuswithplentyofcareeropportunitiesandsoundenvironment.Inacompanywheresuchopportunitiesarerareitisimpossibleforyoutorealizeyourdream.Inadditionalotofyourprecioustimewillbewasted.Remember:moreopportunitiesbetterfuture.12.SelectingstaffforpromotionAttitudetoworkA:weshouldofcourseconsiderthestaffwhoholdpositiveattitudestowardstheirworkasthecandidatesforpromotion.Positiveattitudesallowpeopletohaveacorrectunderstandingofwhattheyaredoingsothattheycandevotethemselvestotheirworkwhichwillleadtoabetterperformanceandabetterresult.Inacompanythebestcandidatesforpromotionareusuallythosewhoarewillingtodotheirjobstaketheirresponsibilityandmaketheircommitment.

CurrentperformanceA:Theonlycriterionwhenweselectstaffforpromotionishisorherperformance.Performancedemonstratesyouremployee’sabilitytosellproductspromoteproductscommunicatewithyourclientsanddealwithcrisis.Alloftheseabilitiesarewhatyouandyourcompanyneedinmanyfieldsofyourbusiness.Thereforewhenyoupromoteanemployeewhomightbecomethecoreofthemanagementofyourcompanyitisimportantforyoutoconsiderhisorherperformance.Inadditionjudginganemployeebyhisorherperformanceinitselfisalsoanuniversally-recognizedruleappliedbymanycompaniesinpromotingtheirstaff.

13.EntertainingclientsTypesofactivitiesA:wemustchooseappropriatetypesofactivitiestoentertaindifferentclients.Differentclientshavedifferenttastesinterestsandhobbies.Inordertomakethemfeelsatisfiedandcomfortablewemustchoosetheactivitiestheypreferandareinterestedin.Forexampleifyoufindyourclienthasatasteforartormusicthentakehimorhertoaconcert.Ifheorsheisasportsfantakehimorhertothesportsevent.Besidesweseektofindchancestodobusinesswithourclientswhileentertainingthem.Thereforewemustfirstcreateasoundenvironmentinwhichwecandiscussourbusinesscomfortably.Differenttypesofactivitiescanhelpuscreatedifferentenvironments.Noplaceismoresuitablethanagulfcoursewhereyoucanpossiblysignacontractsuccessfullywhileenjoyingplayinggameswithyourclients.Andnoplaceismoresuitablethatastadiumwhereyoucannegotiatetheimportofyoursportswearwhileexperiencingtheexcitementofthematch.

CostA:entertainingclientsisjustoneofourapproachestoenhancetherelationshipwithourclients.

Soitmustbecost-effectiveandthereisnopointofspendingourmoneyonit.Whenweentertainourclientswemustfirstaskourselveswhatkindofactivitieswecanaffordtoentertainthemandwhatkindofactivitiesisunnecessaryforustochoose.Spendingtoomuchmoneyoncliententertainingwillexertheavyburdensonourcompany.14.ChoosingretailpremisestorentLocationA:locationplaysaveryimportantrolewhenwechooseretailpremisestorent.Infactthepremiseswechoosewillbecomeourstoreshoporbranchinthefuture.Soitshouldbeatleastlocatedinthedowntownareaornearthehigh-streetfacilitieswherewecaneasilyfindourcustomersandpromoteourgoods.Agoodlocationitselfisagoodadvertisementandcanhelpustoincreaseoursalestoalargeextent.Inadditionagoodlocationmeansaneasytransportationwhichcanmakeourgoodsdeliveryfastandconvenient.Wedon’thavetoworryaboutanydelaycausedbyisolatedlocationofourshop.

LengthofcontractA:thelongerwesignthecontractthelesstherentalwewillhavetopayinafixedperiod.Aten-yearcontractwillonlycostyouhalfofthemoneyafive-yearcontractcouldcostyou.Thereforewewilldefinitelyconsiderthelengthofthecontract.Beforeyourentthepremisesdecideifyouwanttodoalong-termorshort-termretailbusiness.Thendecidethelengthofyourcontract.Generallyspeakingtherenterwillpreferthelong-termcontract.

15.DecidingonpackagingforproductsImageA:thepackagingofourproductsisinfactakindofadvertisementforourproducts.Sowhenwedecideonpackagingforproductswemustfirstconsiderifthepackagingcanreflecttheimageofourproducts.Itmustbestrepresentthequalityofourproductsthroughitsdesignandlayoutwhichcanattractourcustomerstobuyourproducts.Thepackagingshouldshowthedistinctivefeaturesofourproductssothateverycustomercanhaveabetterunderstandingofourproductsafterjusttakingalookatourproducts.

Andweshouldmakesurethatthecustomerscanidentifyourproductsimmediatelythroughthepackaging.

ProductionprocessA:theproductionprocessdecidesthephysicalcharactersofyourproducts.Whethertheyaremadeofmetalglassorwood.Becauseofthesecharactersyouhavetoselectdifferentkindofpackaging.Forexamplebeingfragileyourproductsmadeofglassshouldbepackagedinasoftcontainerwhichcanstandtheimpactofcollision.Yourwoodproductsshouldbekeptintheanti-wetandanti-moldpackaging.Asformetalproductsanti-wetandanti-rustpackagingisnecessary.Appropriatepackagingcanensurethequalityofyourproductsduringthedelivery.16.BeinginterviewedforajobInformationaboutthecompanyA:theinterviewerwillalwaysaskyousomegeneralanddetailedquestionsaboutthejobyouapply.Mostofthemareaboutthecompanywhichcouldbeyourfutureworkplace.Duringtheinterviewtheinterviewerwillconsideryouranswerandyourfeedbackandmakehisorherownjudgmentonyourqualityandpersonalityaccordingtoyouranswer.Ifyouforexamplecandemonstrateyourunderstandingofwhatthecompanyisdealingwithandyourideaofthecompany’sfuturedevelopmentyouareverylikelytobehiredbecauseyouranswerswhichcontainplentyofinformationaboutthecompanyshowthatyouhavetakenthiscompanyandyourfuturewithitintoseriousconsideration.Thereforeitisimportantforyoutogetasmuchsuchinformationaspossible.

PersonalappearanceA:oneofthegoldenrulesguidingyourbehaviorduringtheinterviewistopayspecialattentiontoyourpersonalappearance.Mostinterviewersaresubjecttothethoughtthattheycantellalotabouttheinterviewee’spersonalitythroughhisorherappearancealthoughthisisnotquitetrue.Thereforeyourpersonalappearancewillplayanimportantroleingettingyourselfthejobyouwant.Dressyourselfappropriatelybeforetheinterviewandpayattentiontoyourgestureposeandeyecontactduringtheinterview.Neversayrudewordsandgiveimpossiblepromise.Trytomakeyourselfrefreshingandenergetic.17.ExhibitingattradefairQualityofdisplayA:thekeytothesuccessoftheexhibitionatthetradefairisthequalityofdisplay.Yourdisplayatthetradefairfunctionsasawindowthroughwhichyourpotentialcustomersorbuyerscanknowandformtheirownopinionsonyourproductsorservices.Thereforeyoumustensurethatgoodsyoudisplayattheexhibitionmeetthehigheststandardyousetforyourproductsanddemonstratethebestfeaturesofyourproducts.Inordertoachievetheseobjectivesyoumustplaninadvanceeverydetailofyourdisplaycarefullyandtryyourbesttomaintainthehighqualityofyourexhibition.

StaffselectedA:youraimofexhibitingyourproductsatthetradefairistoshowyourcustomersthehighqualityofyourproductsthroughfinedemonstrationandcarefulexplanation,whichwillonlybeachievedbyselectingrightstafftoattendthetradefair.Thestaffyouselectshouldatleasthaveagoodunderstandingoftheproductsyoudisplay.Theymustknowthequalityfunctiondescriptionproductionpackingandotherimportantfieldsofyourproducts.Besidestheymusthavestrongabilityofpromotingandmarketing.Theseelaborately-selectedstaffcanansweranykindofquestionproducedbythecustomersaboutyourproductsandcansecurecontractswiththemskillfully,roducingarewardsystemforstaffPurposeoftherewardsystemA:itisveryimportantforyoutoaskyourselfwhatyouexpectfromtherewardsystemwhenyouconsidertheintroduction.Thatistosayyoumustfirstmakeitclearthepurposeoftherewardsystem.Willitbeusedtostimulateyourstaff’smoraleorwillitbeusedtokeepyourstaffworkingwithhighefficiency.Withouttheunderstandingoftheseitisdifficultforyoutoplacetherewardsystemattherightplace.Thestaffwillprobablygetconfusedorevenannoyedwiththesystembecauseyoufailtoexplaintothemthepurposeofit.Besidesasystemwithoutclearpurposewon’tachievemuchasyouexpectit.TypesofrewardA:toppriorityshouldbegiventothetypesofrewardwhenyouintroducetherewardsystem.Youmustdecidethetypesaccordingtospecificsituations.Forexampletothosewhohavemadegreatcontributiontothecompanytherewardshouldbematerialanditisnotenoughtogivethemjustsomeverbalappraisal.Ofcourseyoucannotcarryoutmaterialrewardexcessivelybecauseyourcarelessnesswillmakesomeofyourstaffbeargrudgeagainstthosebeingrewarded.Inawordthetypeyouchooseshouldbefairandappropriate.19.StartinganewjobKnowledgeofcompanyproceduresA:knowledgeofcompanyproceduresisveryimportantwhenyoustartanewjob.Therearealwaysspecificstepsorproceduresyouhavetofollowinyourjob.Foranewcomerlikeyouthisisparticularlythecase.Ifyouwanttobesuccessfulinyourcareeryoushouldknowclearlyhowtodoyourjobatdifferentstagesofyourjob,whichmeansyoushouldfolloweverysingleprocedurecorrectlyandcarefully.Thereforewhenyoustartyourjobmakesurethatyouhaveagoodunderstandingofalltheprocedures.Youcangettheinformationfromthejobdescriptionorfromyourcolleagues.HelpfromcompanystaffA:itisnodoubtthatyouasastarter,needhelpfromyourcompanystaffwhoaremoreexperiencedandskillfulthanyouinthework.Theirhelpandadvicearevaluableinformationforyoutocarryoutyourworkplanorproject.Youwon’tworryaboutthelackofexperienceandbeingunfamiliarwiththework.Thereforewhenyoustartyournewjobtryyourbesttocommunicatewithyourcolleaguesandturnthiscommunicationintoausefulhelpforyoutoconductyourwork.20.Selecting