1、BEC商务英语（中级）口语模拟试卷 145及答案与解析 一、 SECTION 3 DISCUSSION (ABOUT 5 MIN) In this part of the test you are given a discussion topic. You have 30 seconds to look at the prompt card, an example of which is below, and then about 3 minutes to discuss the topic with your partner. After that examiner will ask you
2、 more questions related to the topic. 1 Products Advertising The company you work for is undertaking an advertisement. It is obvious that advertisement is closely linked to the marketing of products. You have been asked to advertise the product and find out whether our advertisement has made a good
3、impression on the customers. Discuss the situation together, and decide: - how to advertise the product - how to find out whether our advertisement has made a good impression on the customers. 2 Customers Satisfaction Survey Your company has decided to conduct a survey to get the customers evaluatio
4、n about your service. You have been asked to be responsible for it. Discuss the situation together, and decide: - what questions you will ask in the survey - how to conduct the survey. 3 Dealing with Complaints Your company has received many complaints from customers. You have been asked to deal wit
5、h this situation. Discuss the situation together, and decide: - what main problems customers are complaining about - what solutions you can offer. BEC商务英语（中级）口语模拟试卷 145答案与解析 一、 SECTION 3 DISCUSSION (ABOUT 5 MIN) In this part of the test you are given a discussion topic. You have 30 seconds to look a
6、t the prompt card, an example of which is below, and then about 3 minutes to discuss the topic with your partner. After that examiner will ask you more questions related to the topic. 1 【正确答案】 A: According to history, advertisement has made a great contribution to modern business, and it is one of t
7、he absolutely necessary methods to increase sales volume. So what kind of ways do we have to use to advertise a product? B: Yeah, in my opinion, advertising the product on TV is a common way, and its certainly a useful way. People can be influenced unobtrusively when they are waiting for their favou
8、rite TV programmes, and the vivid image may evoke their desire of buying the products. A: Well, its great. What else? What should we do if the product is not suitable for TV? B: OK, to advertise it on magazines and newspapers will be on the top of my list, if what we will advertise demands the space
9、 or capacity of a printed page. They will be our optimal choice, and advertisement for house selling is a typical example. A: Thats great. But what should we do if we want to pay less money while gaining more? B: So, I am sure that we can use the Internet, a promising medium which attracts more and
10、more peoples attention. A: Well, in order to choose the right form of advertisement we should know which is the most effective. Whats your ways? B: Just by asking customers! To hand out some questionnaires is the most practical method in my view. A: Thats good! And anything more? B: We could compare
11、 the sales volume with what was in the corresponding period of time to work it out. A: It is the point. 【试题解析】 本次讨论的任务是决定如何做广告以及如何弄清广告是否给客户留下好印象。根据要求决定的要点 1“如何为产品做广告 ”，我们可以结合以下三个方面：电视广告宣传 (advertise on TV)、报纸杂志宣传 (advertise on newspapers and magazines)和网络宣传 (advertise on websites)展开讨论。根据要求决定的要点2“如何弄
12、清 广告是否给顾客留下好印象 ”，可以针对以下措施来讨论：问客户得知该产品的途径 (ask customers where they learn about it)；观察同期销售额的对比(compare the salesvolume with what was in the corresponding period of time to work it out)。 2 【正确答案】 A: Our boss has decided to conduct a customers satisfaction survey about our service to better grasp the r
13、eaction of the market, and it is our responsibility to make a good questionnaire for 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 staffs attitude will directly influence custo
14、mers impression about our company, so we should ask how customers feel about our consultants. 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? W
15、e should also know whether customers think our service deserves the money they paid. 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 cu
16、stomers, that is, who use our service less than 5 times. Then for the special clients 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, Lets
17、 get started as soon as possible. 【试题解析】 本次讨论的任务是决定客户满意度调查中问哪些问题以及如何进行调查。根据要求决定的要点 1“在调查中问哪些问题 ”，我们可以结合以下三个方面的提问：员工的服务态度 (our staffs attitude)、专业建议的价值 (the value of our professional suggestions)和费用 (charges)展开讨论。根据要求决定的要点 2“如何进行调查 ”，可以针对以下措施来讨论：发短信 (SMS for common customers)；发电邮 (email for special c
18、lients)；亲自拜访 (personal visit for VIPs)。 3 【正确答案】 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 may begin with clarifying all
19、 these complaints, I think it will help us to solve these problems. Have you ever seen the records of these complaints? A: Yes, Ive 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 o
20、f 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: Youve made a very good classification, and now lets find solutions to these problems. As for
21、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: That would be very useful, s
22、o they wont 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 doesnt have any problems, anyway. 【试题解析】 本次讨论的任务是决定客户投诉的主要问题有哪些以及如何解决这些问题。根据要求决定的要点 1“客户投诉的主要问题有哪些 ”，我们可以结合以下三个方面的问题：送货不及时 (late delivery)、安装不专业 (unprofessional installation)和顾客不愿意接收样品 (not willing to accept sampleproducts)展开讨论。根据要求决定的要点 2“你能提供哪些解决方案 ”针对前面分析出现的主要问题，可以采取以下措施来讨论：安排好运输行程 (make a good schedule for transportation)；对员工进行培训 (staff training)；与客户协商 (negotiation with customers)。
