1、BEC商务英语（中级）口语模拟试卷 130及答案与解析 一、 SECTION 2 MINI PRESENTATIONS (ABOUT 6 MIN) 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 1 minute. You have 1 minute to prepare your ideas. 1 What is im
2、portant when.? Handling complaints - Offering an apology - Finding out reasons - - 2 What is important when.? Offering an apology - Finding out the fault - Showing a positive attitude - - 3 What is important when.? Recalling products - Plan making - Risk taking - - BEC商务英语（中级）口语模拟试卷 130答案与解析 一、 SECT
3、ION 2 MINI PRESENTATIONS (ABOUT 6 MIN) 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 1 minute. You have 1 minute to prepare your ideas. 1 【正确答案】 In regard to dealing with complaints,
4、offering an apology is the basic step to show that the hosting company is fully aware of the situation and would like to take the potential responsibility for its mistakes. In addition to this, finding out the reasons of complaints is an indispensable step. By investigating the whole process conside
5、rately and showing your sincerity to crack a hard nut, the customers would be consoled. Lastly, making compensation is another useful method, such as rendering a 10% discount, changing the product and even refunding the whole payments. If the company fails or refuses to do these, its sincerity of ha
6、ndling the complaints would be put into doubt. 【试题解析】 本题需要发言的主题是 “处理投诉 ”。根据已有的要点 1“Offering an apology致歉 ”，可以联想到这样做是控制形势 (control the situation)的基本步骤。根据已有的要点 2“Finding out reasons找出原因 ”，可以联想到这对改进服务(improve the service)是十分必要的。另外我们还可以补充一些回答的要点。例如， Suggesting solutions提出解决方案，这有助于从根本上解决问题 (solve theprob
7、lem)；再 如， Making compensation进行赔偿，这样做是为了要留住客户(keep the clients)。 2 【正确答案】 To begin with, the priority of offering an apology is to find out the source of complaint. After a comprehensive investigation, you will know what incurs the complaint. And then making a decision on whether an apology is essen
8、tial or not. Besides, your attitude determines your sincerity when offering an apology. The attitude we usually mention, including your way of speaking, facial expression, etc. , has an enormous effect on the customers injured heart. And wiping off the scar may retrieve the companys image. Lastly, t
9、he relevant beneficial policies should not be ignored. Just saying sorry without any real reactions cannot prove your sincerity, just like the old proverb goes, “ Actions speak louder than words.“ Therefore, you should take some real measures and make customers feel satisfied. 【试题解析】 本题需要发言的主题是 “致歉
10、”。根据已有的要点 1“Finding out the fault找出错误所在 ”，可以联想到其原因是为了维护公司形象 (maintain the company image)。根据已有的要点 2“Showing apositive attitude显示出积极的态度 ”，可以联想到其作用是维持客户对品牌的忠诚度 (keep the brandloyalty)。另外我们还可以补充一些回答的要点，例如， Solving the problems解决问题，这有助于表现出诚意 (show your sincerity)；再如， Giving beneficial policies给予优惠政策，可以想到
11、其目的是要安抚目标客户 (console the target clients)。 3 【正确答案】 As far as I am concerned, making a plan for product recalling is always the first step before the companys action. The plan should contain a comprehensive schedule of each steps action, and it should also list all the people or department concerned.
12、 In this way everyone can know his duty and complete his task accordingly. Secondly, taking potential risk is the enterprises responsibility. No company can escape and evade. You should make a wide range of policies in advance to confront with emergency, such as compensation for clients and saving p
13、roduction cost. Lastly, inventory control is another thing we should think over. How many products have been produced? The number is usually large, and we must have a good way to handle them properly. 【试题解析】 本题需要发言的主题是 “召回产品 ”。根据已有的要点 1“Plan making制定计划 ”，可以联想到这是采取行动 (take actions)必不可少的步骤。根据已有的要点 2“Risk taking应对风险 ”，可以联想到这是为了解决紧急事件 (solve the emergency)的必要准备。 另外我们还可以补充一些回答的要点，例如，Inventory control库存控制，这有助于避免物品积压或短缺，保证公司经营活动顺利进行；再如， Companys budget公司预算，其原因是要调整支出 (adjust payout)。
