1、BEC商务英语（中级）口语模拟试卷 53及答案与解析 一、 SECTION 1 INTERVIEW (ABOUT 3 MIN) 0 In this part, the interlocutor asks questions to each of the candidates in turn. You have to give information about yourself and express personal opinions. 二、 SECTION 2 MINI PRESENTATIONS (ABOUT 6 MIN) In this part of the test you are
2、 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 A: WHAT IS IMPORTANT WHEN.? Selecting staff for overseas training: Work experience Command of the language of the ta
3、rget country B: WHAT IS IMPORTANT WHEN . ? Conducting a market analysis: Targeted customers/clients Comparison with major competitors C:WHAT IS IMPORTANT WHEN . ? Aiming to improve customer service: Finding out customer needs Dealing with complaints efficiently Task Sheet : A: WHAT IS IMPORTANT WHEN
4、 . ? Selecting staff for overseas training: Work experience Command of the language of the target country 三、 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 mi
5、nutes to discuss the topic with your partner. After that examiner will ask you more questions related to the topic. 2 The After-sales Manager of your company proposes to set up a customer hotline to improve customer services. You have been asked to submit ideas on the rationale for such a proposal.
6、Discuss, and decide together： The impoffance and necessity for setting up a customer hotline. Comparison of its cost and its impact on customer loyalty. The After-sales Manager of your company proposes to set up a customer hotline to improve customer services. You have been asked to submit ideas on
7、the rationale for such a proposal. Discuss, and decide together： The importance and necessity for setting up a customer hotline. Comparison of its cost and its impact on customer loyalty. BEC商务英语（中级）口语模拟试卷 53答案与解析 一、 SECTION 1 INTERVIEW (ABOUT 3 MIN) 二、 SECTION 2 MINI PRESENTATIONS (ABOUT 6 MIN) In
8、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】 Suggested Ideas : ?Work experience When selecting staff for overseas training, i
9、t is important to consider their work performance.If a staff member whose work performance is outstanding is selected for overseas training, this will set a good example for other staff members and may encourage them to improve their work performance. Work performance may include the following aspec
10、ts: ?being fully aware of ones job responsibilities, ?performing these responsibilities well, ?abiding by all company rules and regulations, ?being self-disciplined, ?always taking the initiative at work. ?Command of the language of the target country This is another thing to take into consideration
11、 when selecting staff for overseas training. A good command of the language of the target country or English (the international language for business) will enable the selected staff member to understand instructions given by the overseas trainer, participate in all training activities, and communica
12、te well with the trainer or other trainees. B: WHAT IS IMPORTANT WHEN . ? Conducting a market analysis: ?Targeted customers/clients ?Comparison with major competitors ? Suggested Ideas : ?Targeted customers/clients When conducting a market analysis, it is important to make an analysis of the targete
13、d customers/clients. This analysis may include collection and analysis of the following information related to the targeted customers/clients: range of their age, their sex, their likes and dislikes, their average income. To collect the above information, the following means can be tried: to make ph
14、one calls to targeted customers/clients, to prepare a questionnaire and send it to targeted customer/clients and request them to complete it and send it back, to send trained staff to pay visits to targeted customers/clients. ?Comparison with major competitors When conducting a market analysis, it i
15、s also important to make a comparison with major competitors who provide same or similar products/services. This Comparison may include the following aspects: financial strength, cost efficiency, impact of advertising, impact of packaging, product/service range, special features of products/services
16、. C: WHAT IS IMPORTANT WHEN. ? Aiming to improve customer service: ?Finding out customer needs ?Dealing with complaints efficiently ? Suggested Ideas : ?Finding out customer needs When aiming to improve customer service, it is important to find out customer needs. There are different ways to collect
17、 information related to customer needs: to design a questionnaire for collecting most information in relation to customer needs, to train a team for collecting and analyzing the information, members of the team go into the streets, subway stations, or other public places to interview people at rando
18、m using the designed questionnaire. ?Dealing with complaints efficiently When aiming to improve customer service, it is also important to deal with complaints efficiently. This can be done in different ways. to set up a hot line for customers to make complaints, to train a team for dealing with cust
19、omer complaints, members of the team should be patient and enthusiastic, they should be trained to have good telephone manners and interpersonal skills, to make sure that every complaint made by customers is dealt with seriously by the team and the customer who has made a complaint is always informe
20、d of the final result,i.e.how the complaint has been dealt with, to keep a record of all complaints made by customers and how they have been dealt with. By the end of each year, a report on customer complaints should summarize what kinds of complaints are common in the past year, analyze the reasons
21、 for these complaints,and suggest effective ways for dealing with these complaints. 三、 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 t
22、opic with your partner. After that examiner will ask you more questions related to the topic. 2 【正确答案】 Suggested Ideas： ?The importance and necessity for setting up a customer hotline The importance and necessity for setting up a customer hotline may include the following： to provide customers with
23、easy access to requesting for after-sales services or consulting for good advice. to improve company image among existing customers. to attract prospective new customers. to have positive impact on customer loyalty. ?Comparison of its cost and its impact on customer loyalty cost for setting up such
24、a hotline will not be very expensive as it only consists of cost for a phone bill and cost for hiring someone to answer the calls. impact on customer loyalty will be advantageous to maintaining current market share and enlarging future market share, thus bringing in more profits for the company. existing customers will serve as live advertising for the company. thus saving cost for further advertising. customer loyalty will be enhanced through the hotline.
