剑桥商务英语中级-90及答案解析.doc

1、剑桥商务英语中级-90 及答案解析(总分：100.02，做题时间：90 分钟)一、SPEAKING(总题数：4，分数：100.00)A: Our boss has decided to conduct a customers“ satisfaction survey about our service to better grasp the reaction of the market, and it is our responsibility to make a good questionnaire for the survey. Have you got any ideas? B: Wel

2、l, we must make sure what kinds of questions will appear on the survey at first. As a company providing consulting service, our staff“s attitude will directly influence customers“ impression about our company, so we should ask how customers feel about our consultants. A: What is of equal importance

3、is the value of our professional suggestions; we should also ask our customers whether they are satisfied with the service we provided or not. B: And what about the charges? We should also know whether customers think our service deserves the money they paid. A: Then we should consider how to conduc

4、t this survey; I suggest we apply different methods for customers of different levels. B: That sounds quite reasonable. In my opinion, we will just send SMS for the general customers, that is, who use our service less than 5 times. Then for the special clients who use our service more than 10 times

5、but less than 20, we will send e-mails. Finally for our VIPs who have used our consulting service more than 20 times, it would be better if we pay personal visits. A: OK, Let“s get started as soon as possible.（分数：25.00）(1).How many kinds of surveys do you know? Can you name some of them?（分数：5.00）_(2

6、).What can you do to make sure the survey reflects as much reality as possible?（分数：5.00）_(3).Have you ever joined in any survey? For what?（分数：5.00）_(4).Do you think it is helpful to receive more responses from customers if we send them some little gifts when they finish a survey?（分数：5.00）_(5).How to

7、 increase customers“ satisfaction level of a product or service?（分数：5.00）_A: It seems that we have received too many complaints about our service recently, which is unacceptable for a customer- oriented company like us, so we must do something for it before we lose our customers“ trust. B: OK. We ma

8、y begin with clarifying all these complaints, I think it will help us to solve these problems. Have you ever seen the records of these complaints? A: Yes, I“ve seen the records of the last three months. And I found that they can be generally divided into three types. The first is late delivery, it a

9、ccounts for more than half of the complaints. Then it comes to unprofessional installation, some customers even complained that our installers broke their walls. The last is some customers are not willing to accept sample products. B: You“ve made a very good classification, and now let“s find soluti

10、ons to these problems. As for the late delivery, I think the delivery cars are not a problem, but we should make a more scientific schedule for the transportation to better use our existing resources. A: Right. And we may provide some on-job training for our installers, especially those newcomers. B

11、 That would be very useful, so they won“t break our customers“ walls or floors. A: And we may negotiate with the customers to accept the sample products by giving them some discounts. B: I guess that will work, the sample product doesn“t have any problems, anyway.（分数：25.02）(1).Have you made any com

12、plaints about the products you bought or services you received? Why?（分数：4.17）_(2).How do you make complaints, sending e-mails, making calls or talking directly to the person concerned?（分数：4.17）_(3).Which company“s after-sale service impresses you most? Why?（分数：4.17）_(4).Do you have any experience in

13、 contacting with customers? Is it in a direct way?（分数：4.17）_(5).Which ways can you offer to improve the relationship with customers?（分数：4.17）_(6).How do you understand the famous saying “The customer is king“?（分数：4.17）_A: Today“s businesses have become more adept than ever at employing the essential

14、 strategies needed to succeed in light of intense competitive and financial pressures. Say something about corporate strategy. B: Well, managers and executives from all walks of life are called on to set corporate strategy. Corporate strategy is the way a company creates its value through configurat

15、ion and coordination of its multimarket activities. A: In practice, we illustrate the concept with corporate strategic triangle. B: You“re right, for technical reasons, the three sides are “resources“, “businesses“ and “structures, systems, and processes“. A: As far as I know, the three sides of the

16、 triangle are the foundation of corporate strategy. B: So when aligned in pursuit of a vision, and motivated by appropriate goals and objectives, the system can produce a corporate advantage, which justifies the firm“s existence as a multibusiness entity. A: Yeah. How does it work as a systematic wa

17、y for corporate strategy analysis and formulation? B: To understand the whole system, we should examine its five elements. A: Well. That is vision, goals and objectives, resource, business, structures, systems and processes. B: You“re right. Vision plays the central role for any corporate strategies

18、 as it defines and positions a firm“s destination in the world of business. Objectives refer to specific short and medium term quantitative targets; goals, on the other hand, refer to qualitative intentions in the same time frame. Resource is the building block for any firm. Business portfolio manag

19、ement is traditional concern of corporate strategy. Every corporate performs a certain level of control over its individual businesses to achieve its corporate goals. This is the way to realise the goal of “the whole is greater than the sum“. A: Well, That“s good! With all this, I“m sure we can do b

20、etter on setting corporate strategy l（分数：25.00）(1).How useful is the research of breakdown structure for project construction?（分数：5.00）_(2).Do you have a favourite management book? Why or why not?（分数：5.00）_(3).How do you create that flat management structure?（分数：5.00）_(4).Do you currently follow a s

21、tandard project management methodology? Why or why not?（分数：5.00）_(5).Do you design the structure and jobs around your valued people, or design the structure and positions with a focus on performance and then assign the right people to those roles?（分数：5.00）_A: We need a steady working site, not a pla

22、ce for office politics. As we all know, environment will affect one“s mood of working. B: Yes, beside hard conditions like nice decoration, advanced office equipment, elegant meeting room and etc., some soft conditions may be more important for the person in it. A: Speaking of office politics, I bel

23、ieve that lots of people know the actual harmfulness of it. B: Well. The main point I want to say is that I wish HRD could solve the fluctuation of psychological emotion in office, or office ambience. A: You mean HRD should know what had happened through people“s expressions, movements and tones? B:

24、 That“s right. One role of HRD should be communication. It should notice what happened yesterday, what happens now, and predicts what will happen soon. A: The role of HRD is quite important, so it needs to have profound working experience related to human management. B: Absolutely. HRD should walk i

25、nto almost every place of the whole company. It should observe everything, from the ornaments on the table, contents of the blackboard, place of files, neatness of the office, to the mood of staff when they enter into office, all should be evaluated and analysed. A: I cannot agree more. B: If a comp

26、any wants to develop, it must keep harmonious working environment and staff should be united. If any part appears problems, the whole system may be destroyed. A: We don“t need a conflicting atmosphere, but a joyous one.（分数：25.00）(1).Is work an important determinant of health? Why or why not?（分数：5.00

27、2).Are you satisfied with your working environment? Why or why not?（分数：5.00）_(3).Do you think stress is becoming an increasingly common feature of the workplace? Why or why not?（分数：5.00）_(4).Do you work in a stressful environment?（分数：5.00）_(5).Are you interested in having a harmonious working env

28、ironment and life? Why or why not?（分数：5.00）_剑桥商务英语中级-90 答案解析(总分：100.02，做题时间：90 分钟)一、SPEAKING(总题数：4，分数：100.00)A: Our boss has decided to conduct a customers“ satisfaction survey about our service to better grasp the reaction of the market, and it is our responsibility to make a good questionnaire for

29、 the survey. Have you got any ideas? B: Well, we must make sure what kinds of questions will appear on the survey at first. As a company providing consulting service, our staff“s attitude will directly influence customers“ impression about our company, so we should ask how customers feel about our c

30、onsultants. A: What is of equal importance is the value of our professional suggestions; we should also ask our customers whether they are satisfied with the service we provided or not. B: And what about the charges? We should also know whether customers think our service deserves the money they pai

31、d. A: Then we should consider how to conduct this survey; I suggest we apply different methods for customers of different levels. B: That sounds quite reasonable. In my opinion, we will just send SMS for the general customers, that is, who use our service less than 5 times. Then for the special clie

32、nts who use our service more than 10 times but less than 20, we will send e-mails. Finally for our VIPs who have used our consulting service more than 20 times, it would be better if we pay personal visits. A: OK, Let“s get started as soon as possible.（分数：25.00）(1).How many kinds of surveys do you k

33、now? Can you name some of them?（分数：5.00）_正确答案：()解析：There are many kinds of surveys which can be classified according to their aims, methods or scale. For example, customers“ satisfaction survey, employees“ satisfaction survey, market feasibility survey, etc.(2).What can you do to make sure the surve

34、y reflects as much reality as possible?（分数：5.00）_正确答案：()解析：I think we should find a group of people for our survey, and they should well represent the whole consumption group.(3).Have you ever joined in any survey? For what?（分数：5.00）_正确答案：()解析： Yes, I“ve been asked questions from my club to express

35、my feelings about their service. Yes, I have answered many questionnaires on the Internet concerning a large range of social topics.(4).Do you think it is helpful to receive more responses from customers if we send them some little gifts when they finish a survey?（分数：5.00）_正确答案：()解析： Yes, I think so

36、 Nobody will refuse to cooperate when given a cute toy. No, it will cost us too much money. When is it necessary to conduct surveys? When we want to produce a new product, we“d better make a market survey before we proceed. And when we want to see the response of the market or the preferences of cu

37、stomers, we may also do a survey.(5).How to increase customers“ satisfaction level of a product or service?（分数：5.00）_正确答案：()解析：Quality and price are the most important factors which affect customers“ decision-making. Good thing at reasonable price is popular without exceptions.A: It seems that we ha

38、ve received too many complaints about our service recently, which is unacceptable for a customer- oriented company like us, so we must do something for it before we lose our customers“ trust. B: OK. We may begin with clarifying all these complaints, I think it will help us to solve these problems. H

39、ave you ever seen the records of these complaints? A: Yes, I“ve seen the records of the last three months. And I found that they can be generally divided into three types. The first is late delivery, it accounts for more than half of the complaints. Then it comes to unprofessional installation, some

40、 customers even complained that our installers broke their walls. The last is some customers are not willing to accept sample products. B: You“ve made a very good classification, and now let“s find solutions to these problems. As for the late delivery, I think the delivery cars are not a problem, bu

41、t we should make a more scientific schedule for the transportation to better use our existing resources. A: Right. And we may provide some on-job training for our installers, especially those newcomers. B: That would be very useful, so they won“t break our customers“ walls or floors. A: And we may negotiate with the customers to accept the sample products by giving them some discounts. B: I guess that will work, the sample product doesn“t have any problems, anyway.（分数：25.02）(1).Have you made any complaints about the products you bought or services you received? Why?（分数：4.17）_正确答案：()解析