中级-Dealing+with+problelms(二)及答案解析.doc

1、中级-Dealing+with+problelms(二)及答案解析(总分：58.00，做题时间：90 分钟)一、Delays and problemsl(总题数：1，分数：8.00)boycotts cash against documents Chamber of Commerce circumstances claimcompensate documents against payment expired load major merchandiseminor modification quotas rebate refund reject storage transit truckllo

2、rryvoid（分数：8.00）(1).If any Umerchandise/U is faulty the buyer can _ it and demand a _（分数：1.00）填空项 1:_(2).If the goods are damaged in , the suppliers may have to _ _ the clients. If so, they can make an insurance _ to recover this cost.（分数：1.00）填空项 1:_(3).The consignment will be sent by _ on a RoRo f

3、erry. If there is any damage to the _ , we will offer you a _ on your next order.（分数：1.00）填空项 1:_(4).Our own technician can carry out _ repairs or adjustments. But call the suppliers service engineer if_ a repair or _ is required.（分数：1.00）填空项 1:_(5).The guarantee _ last year and, unfortunately, our

4、service contract was not renewed and is now _（分数：1.00）填空项 1:_(6).Due to unforeseen _ , we couldnt clear the goods through customs, so we paid a _ charge while they were held in a bonded warehouse.（分数：1.00）填空项 1:_(7).Exporters have to know about trade restrictions, such as federal or governmental _ a

5、nd _（分数：1.00）填空项 1:_(8).They also have to know the meaning of terms like CAD U U 8 /U /Uand d/p U U 8 /U /U. The local U U 8 /U /Ucan provide useful advice to exporters.（分数：1.00）填空项 1:_二、Take it back, son(总题数：1，分数：8.00)Servicing manufactured goodsTake it back, sonLOS ANGELESOn June 8th the Supreme C

6、ourt ordered Eastman Kodak to stand trial in a competition case about the repair of expensive photocopiers. It has thrown a spotlight on the in- creasingly hostile relationship in America between manufacturing companies and the firms that service and repair the goods which the manufacturers produce.

7、If firms chose to use an indepen- dent service company, it is alleged, Kodak refused to supply either the servicing firm or the customer with spare parts. In effect, Kodak was trying to get customers to agree not to employ any firms that competed with it for service contracts on the Kodak machines.M

8、any economists would side with Kodak, rather than the court. They argue that consumers take servicing costs into account when buying equipment, so restrictive service agreements are not neces- sarily anti-competitive as long as there is competition in the equip- ment market itself.The market for ser

9、vicing high- technology electronic products alone is worth roughly $100 billion a year. Thousands of independent contrac- tors compete for the business, but the lions share goes to equipment manufacturers.Roughly a quarter of the revenues of Americas computer makers comes from servicing and maintain

10、 ing the machines they sell. Profit margins on service contracts can be as high as 50%. That comes in handy when profit margins on the sale of computers are disappearing because of recurring price wars.Other industries may also be affected. Detroits car makers also backed Kodak. In 1990 the retail

11、market for car parts was worth $150 billion, about the same as that for new cars. Servicing cars came to another $100 billion on top of that. Detroit used to be happy to leave the repair business to morn-and-pop garages. No longer. Many indepen- dent distributors of spare parts complain that the big

12、 car makers are muscling in on their business.Big manufacturers in Japan and Germany service nearly all their own products. But Americas high job mo- bility and entrepreneurial traditions have encouraged many engineers in high-tech industries to set up service firms of their own, often to the fury o

13、f their former employers.Not all manufacturers are keen on the repair and service business. Makers of cheaper electronic goods, such as washing machines, tele- visions and video-recorders, find it cheaper and easier to replace faulty machines with new ones, or encour- age customers to buy a new mode

14、l, than to bother with spare parts. But many states in America require that manufacturers honour warranties on anything they sell. To satisfy the law they have appointed dealers and service agents. And yet because the manufacturers of electronic goods now view many of their products as disposable, t

15、hey are in direct conflict with the dealers who have to provide service under those warranties.Decide whether these statements are true () or false (), according to the article.（分数：8.00）(1).It is alleged that Kodak refused to supply repair firms which competed with them（分数：1.00）A.正确B.错误(2).It is gen

16、erally agreed that Kodak acted unfairly.（分数：1.00）A.正确B.错误(3).Most servicing of electronic equipment is done by independent contractors.（分数：1.00）A.正确B.错误(4).US computer manufacturers earn about half their income from selling spare parts.（分数：1.00）A.正确B.错误(5).Servicing computers is more profitable than

17、 selling computers.（分数：1.00）A.正确B.错误(6).US car manufacturers earn about half their income from selling spare parts.（分数：1.00）A.正确B.错误(7).The number of independent servicing companies is greater in Japan and Germany than in the USA.（分数：1.00）A.正确B.错误(8).If cheaper electronic products go wrong, they are

18、 more likely to be replaced than repaired.（分数：1.00）A.正确B.错误三、Take a message(总题数：0，分数：0.00)1. （分数：5.00）_2.Draft a short fax replying to Mr Morand, explaining what action you intend to take.（分数：5.00）_3. （分数：5.00）_4.Draft a short fax replying to Mr Santini, explaining what action you intend to take.（分数

19、5.00）_八、After-sales(总题数：1，分数：5.00)5. （分数：5.00）_九、Apologies(总题数：10，分数：10.00)6.Your car wouldnt start and you have arrived a few minutes late for dinner with a client. What do you say when you arrive? _（分数：1.00）_7.Your train was delayed and you have arrived a few minutes late for lunch with some coll

20、eagues. What do you say when you arrive? _（分数：1.00）_8.You promised to call a client back yesterday but you forgot to. What do you say to him or her when you call the next day? _（分数：1.00）_9.Your supplier hasnt sent the correct instruction manual, in spite of your reminder to them. What do you say? _（

21、分数：1.00）_10.You misunderstood the instructions your boss gave you and mailed the wrong documents to your supplier. _（分数：1.00）_11.You put the wrong date on the invoice you sent to a client. Explain why you are sending a new invoice. _（分数：1.00）_12.Your boss promised to call your clients in Dallas this

22、 afternoon but its now nearly time to go home. _（分数：1.00）_13.Ms King, a client, calls you and tells you that she thinks you have invoiced her incorrectly. What do you say? _（分数：1.00）_14.You were given a copy of the sales figures by your boss, but you have mislaid it. What do you say to your boss? _（

23、分数：1.00）_15.Youve been waiting twenty minutes for a colleague to arrive. When she appears she apologizes, using the words in Sentence 1 above. What do you reply? _（分数：1.00）_十、Bean sticks to its b(总题数：1，分数：7.00)Bean sticks to its back yardFREEPORT, MAINEL.L. BEAN is a family company. Its boss, Mr Leo

24、n Gorman, is the grand- son of Leon Leouwood (sic) Bean, the founder of Americas most famous mail order business. Like Timberland, L.L. Bean first made a name for itself by making superior footwear, the famed Maine hunting boot, and has earned a deserved reputation for the quality of the $600m worth

25、 of mainly outdoor clothes and equipment it sells each year.Mr Gorman has shown scarcely any interest in selling abroad - much like his late grandfather, who used to block suggestions that he expand markets by saying: “Im eating three meals a day now, and I cant eat four.“So few of the 11.3m package

26、s L.L. Bean ships each year with extraordin- ary dispatch and efficiency go outside North America. If the company and Americas trade balance are the losers, so are the foreigners denied easy access to some of the best things made in the United States. About 94% of Beans goods carry the L.L. Bean lab

27、el, either because the product is manufactured by Bean or, as is nowadays more likely, it is made by others to its specifica- tions. Either way, L.L. Bean stands behind all it sells.Customers can return a Bean product for any reason at any time and they get a replacement or their money back. One rec

28、ently returned a bag with bullet holes in it. In a covering note the customer explained that books in the bag had saved his life when he was hit by stray shots and could he please have a new bag. L.L. Bean said yes immediately. The company is committed to satisfying its customers, and it says it is

29、for customers to decide whether or not they are satisfied. Foreigners have good reason to complain that they are not.（分数：7.00）(1).L. L. Bean is the most famous _ _ business in the USA.（分数：1.00）_(2).It has a reputation for the _ of its products.（分数：1.00）_(3).The company doesnt sell _ products abroad.

30、分数：1.00）_(4).More of L. L. Beans products are made by _ than by _（分数：1.00）_(5).Customers can _ any Bean product at any time and receive a _or a _ without question.（分数：1.00）_(6).L. L. Bean is committed to _ its customers.（分数：1.00）_(7).The writer is _ that L. L. Bean products arent available abroad.（

31、分数：1.00）_十一、ApologiesWhat would (总题数：0，分数：0.00)中级-Dealing+with+problelms(二)答案解析(总分：58.00，做题时间：90 分钟)一、Delays and problemsl(总题数：1，分数：8.00)boycotts cash against documents Chamber of Commerce circumstances claimcompensate documents against payment expired load major merchandiseminor modification quotas

32、 rebate refund reject storage transit truckllorryvoid（分数：8.00）(1).If any Umerchandise/U is faulty the buyer can _ it and demand a _（分数：1.00）填空项 1:_ （正确答案：merchandise reject refund）解析：(2).If the goods are damaged in , the suppliers may have to _ _ the clients. If so, they can make an insurance _ to r

33、ecover this cost.（分数：1.00）填空项 1:_ （正确答案：transit compensate claim）解析：(3).The consignment will be sent by _ on a RoRo ferry. If there is any damage to the _ , we will offer you a _ on your next order.（分数：1.00）填空项 1:_ （正确答案：truck/lorry load rebate）解析：(4).Our own technician can carry out _ repairs or ad

34、justments. But call the suppliers service engineer if_ a repair or _ is required.（分数：1.00）填空项 1:_ （正确答案：minor major modification）解析：(5).The guarantee _ last year and, unfortunately, our service contract was not renewed and is now _（分数：1.00）填空项 1:_ （正确答案：expired void）解析：(6).Due to unforeseen _ , we c

35、ouldnt clear the goods through customs, so we paid a _ charge while they were held in a bonded warehouse.（分数：1.00）填空项 1:_ （正确答案：circumstances storage）解析：(7).Exporters have to know about trade restrictions, such as federal or governmental _ and _（分数：1.00）填空项 1:_ （正确答案：boycotts quotas）解析：(8).They also

36、 have to know the meaning of terms like CAD U U 8 /U /Uand d/p U U 8 /U /U. The local U U 8 /U /Ucan provide useful advice to exporters.（分数：1.00）填空项 1:_ （正确答案：cash against documents documents against payment Chamber of Commerce）解析：二、Take it back, son(总题数：1，分数：8.00)Servicing manufactured goodsTake it

37、 back, sonLOS ANGELESOn June 8th the Supreme Court ordered Eastman Kodak to stand trial in a competition case about the repair of expensive photocopiers. It has thrown a spotlight on the in- creasingly hostile relationship in America between manufacturing companies and the firms that service and rep

38、air the goods which the manufacturers produce.If firms chose to use an indepen- dent service company, it is alleged, Kodak refused to supply either the servicing firm or the customer with spare parts. In effect, Kodak was trying to get customers to agree not to employ any firms that competed with it

39、 for service contracts on the Kodak machines.Many economists would side with Kodak, rather than the court. They argue that consumers take servicing costs into account when buying equipment, so restrictive service agreements are not neces- sarily anti-competitive as long as there is competition in th

40、e equip- ment market itself.The market for servicing high- technology electronic products alone is worth roughly $100 billion a year. Thousands of independent contrac- tors compete for the business, but the lions share goes to equipment manufacturers.Roughly a quarter of the revenues of Americas com

41、puter makers comes from servicing and maintain- ing the machines they sell. Profit margins on service contracts can be as high as 50%. That comes in handy when profit margins on the sale of computers are disappearing because of recurring price wars.Other industries may also be affected. Detroits car makers also backed Kodak. In 1990 the retail market for c