1、BEC商务英语（高级）写作模拟试卷 49及答案与解析 一、 PART ONE 1 Look at the graph below which shows the sales of some durable goods between the years of 2004 and 2009 in City A. Using the information from the graph, write a short report describing and comparing the sales of the durable goods in 2004 and 2009. Write 120-14
2、0 words. 二、 PART TWO 2 Write an answer to one of the questions 2-4 in this part. Write your answer in 200-250 words. The Sales Director of your company wants to improve customer service and asked you to write a report on improvement in customer service. Write the report for the Sales Director, inclu
3、ding the following information: the results of your research some suggestions on how to obtain customer feedback what is important when dealing with customer complaints recommendations concerning the companys measures to improve the quality of service 3 The company you work for has cooperated with S
4、ingaJ for several times. Kate Brown, Business Development Executive of SingaJ, came to you for a testimonial for another job. Write a letter, including the following information: your relationship with her her work experience in detail her personality and her attitude towards the complex situation y
5、our suggestions of testimonial. 4 Your company has recently experienced a drop in oversea sales, so the Sales Manager has asked you to consider ways of improving them. Write a proposal for the Sales Manager: giving reasons for the decline in oversea sales commenting on the effectiveness of the adver
6、tising you are currently using suggesting ways of improving oversea sales. BEC商务英语（高级）写作模拟试卷 49答案与解析 一、 PART ONE 1 【正确答案】 This report aims to compare the sales of the durable goods in 2004 and 2009 in city A. Air conditioners marked the first rapidest growth and have doubled the amounts in the year
7、of 2004, followed by refrigerators and cars, both of which also doubled their amounts in 2004. The other two items-TV and washing machine, though did not grow as rapidly as the other three, have increased steadily from 2004 to 2009. Besides, TV remains the most popular item in household durable good
8、s. Overall, all the mentioned durable goods bears the trend of increase and air conditioner grows most rapidly, TV keeps the highest turnover. 二、 PART TWO 2 【正确答案】 The report aims to illustrate the ways of improving customer service. As a first step in boosting customer satisfaction, a company must
9、point out the results of your research. By understanding the differences between satisfied and dissatisfied customers, a company can learn how to get more business from existing customers, and how to attract new customers. This is often a challenging task. There are some suggestion on how to obtain
10、customer feedback. Most firms use reactive methods such as toll-free customer service telephone lines to monitor customer feedback. Far fewer companies use proactive approaches visiting clients, calling them, or sending out written surveys to find out how satisfied their customers really are. When c
11、ustomers complain, it is important that staff should apologise first, because customers must be very upset when they are dissatisfied with the products or service, and some may even go to be aggressive. At this time, employees should remain calm and collected, listen to the complaints and apologise
12、for the problem, and then the customers may feel that they are taken good care of. Suggesting a solution to the problem is also important. If they suggest a solution to the problem, customers may be so satisfied that they may not take their business elsewhere. I think the way of improving customer s
13、ervice is to train our staff. We must invite some experts to train our staff to improve staff friendliness, the speed of service and deal with customer complaints. We can also hire experts to pose as routine customers to evaluate the quality of service. 3 【正确答案】 September 5, 2009 Dear Mr. Ghanem I h
14、ave known Kate Brown for several months in her capacity as Business Development Executive of SingaJ， Singapore. As a training consultant, I have worked with SingaJobs.corn on many occasions. They have acted as my agent in marketing and promoting my 2-day workshops Transform your Business Writing Ski
15、lls, and Kate has been one of the team working on this. My contact with Kate was mainly on the days of the workshops, when Kate was always wellorganised, helpful and friendly. She had a very sociable and pleasant personality, and she always went the extra mile in making sure that all participants we
16、re kept happy during each workshop. She was an expert in public relations during breaks, when it was important to interact with participants and make sure they were well looked after. When it was necessary to address groups, Kate was always confident and able to express herself clearly and with inte
17、rest. Working with many different nationalities in the Singaporean scene was no problem for Kate She adapted well to the different cultures, and she was able to mix and get on well with people from all races. From my experience, she is very well liked and respected, a hard-working member of the team
18、 at SingaJ who will be sorely missed. I have certainly enjoyed working with Kate, and wish her every success in her future career, in which I am sure she will do extremely well. Yours sincerely, Shirley Taylor 4 【正确答案】 PROPOSAL ON WAYS TO IMPROVE OVERSEA SALES Introduction The aim of this proposal i
19、s to analyse the recent drop in oversea sales and then to propose feasible ways to promote the sales there. Findings As all of us are aware that the main reason for this sharp collapse lies in two different problems: the first, the devaluation of US dollar; the second, an inefficient sales force and
20、, in particular an incompetent oversea manager incapable of motivating the staff. While the first issue can be addressed with a more accurate analysis of the prices of our products, the second will require a swift management decision in order to restructure the organisation. It is also found that ou
21、r new-launched product enjoyed a favourable market at the beginning of the campaign. However, the sales began to decline according to the figures presented by Sales Department. It is said that the main cause of the current situation is the failure in the advertising we are currently using. At first,
22、 the advertising did work, the jingle was easy to remember and the stereotype we focused on was funny, therefore, it was popular with local residents. However, as time goes by, the passion for it is gone. People begin to feel it is too exaggerated and even a little bit hostile, which leads directly
23、to the refusing of purchasing our products. Recommendation In order to address the first problem, it is mandatory that manager delegate more power to the CFO in order to adjust our prices to the new exchange rate on a regular basis. With regard to the second problem, a new manager should be appointe
24、d with more initiative and motivation to rebuild the entire staff. I strongly recommend that we should cancel all the present TV commercials and launch a new one. And this time we should make it compatible with local taste so as to increase sales and more importantly to improve our companys image in the local market.
