1、BEC商务英语（高级）听力模拟试卷 115及答案与解析 一、 PART ONE 0 You will hear a college lecturer talking to a group of students about two case studies in Customer Relationship Management (CRM). As you listen, for questions 1-12, complete the notes using up to three words or a number. After you have listened once, replay
2、the recording. Case studies in Customer Relationship Management (CRM) Unicorn (telecoms company) New software means that advisers know the【 L1】 _of a call before answering it. The working group investigated the way in which Unicorns【 L2】 _ were used. Unicorns contact centres in different【 L3】 _are c
3、onnected. There was a two-thirds reduction in the number of【 L4】 _across several departments. The most significant achievement was an improvement in the【 L5】 _of customers. The factors in Unicorns success include: the involvement of employees a promise of no obligatory【 L6】 _ Northlands Water (water
4、 company) It was created following the【 L7】 _of several authorities. It had to reduce costs, improve service and maintain its【 L8】 _ It bought its CRM system from Parchment, who also provided its【 L9】_software. The benefits of the new system include: a reduction in the number of【 L10】 _ the big, com
5、plicated【 L11】 _has been made more efficient the【 L12】 _get information by computer. 1 【 L1】 2 【 L2】 3 【 L3】 4 【 L4】 5 【 L5】 6 【 L6】 7 【 L7】 8 【 L8】 9 【 L9】 10 【 L10】 11 【 L11】 12 【 L12】 二、 PART TWO 12 You will hear five different people comparing their last job with their present job. For each extr
6、act, there are two tasks. For Task One, choose the reason the speaker gives for leaving their last job from the list A-H. For Task Two, decide what has surprised them about their new job. After you have listened once, replay the recording. Task One - Reason for leaving For questions 13-17, match the
7、 extracts with the reasons given by the speaker, listed A-H. For each extract, decide on the appropriate reason. Write one letter (A-H) next to the number of the extract. A low pay B long hours C heavy responsibility D unpleasant superior E poor promotion prospects F firm heading for trouble G initi
8、ative not appreciated H excessive travel 13 Speaker 1_ 14 Speaker2_ 15 Speaker3_ 16 Speaker4_ 17 Speaker5_ 17 Task Two - Surprise For questions 18-22, match the extracts with what has surprised each speaker about their new job, listed A-H. For each extract, choose what surprised each speaker. Write
9、one letter (A-H) next to the number of the extract. A the chance to develop ideas B the excellent holiday entitlement C the good pension scheme D the generous bonuses E the friendliness of the staff F the amount of travelling G the pleasant surroundings H colleagues positive attitude to the firm 18
10、Speaker 1_ 19 Speaker2_ 20 Speaker3_ 21 Speaker4_ 22 Speaker5_ 三、 PART THREE 22 You will hear a discussion between two business journalists, Nick and Rachel, who are going to write a review of a book about career planning. For each question (23-30), mark one letter (A, B or C) for the correct answer
11、. After you have listened once, replay the recording. 23 What does Nick say about the title of the book? （ A） It suggests a serious approach to career planning. （ B） It gives a false impression about the content of the book. （ C） It is reminiscent of books previously published on this subject. 24 Wh
12、at did Rachel find disappointing about the advice given in the book? （ A） It tended to state the obvious. （ B） It was often irrelevant to her. （ C） It seemed to lack authority. 25 According to Nick, the authors previous books （ A） suggest she has little direct experience of business. （ B） demonstrat
13、e a failure to reflect current business practice. （ C） highlight an absence of original research in her work. 26 Rachel particularly enjoyed reading the section on （ A） going for job interviews. （ B） consulting career advisors. （ C） completing job applications. 27 Both journalists agree that a major
14、 weakness of the book is that （ A） it is aimed at those who are already established in their careers. （ B） it focuses on a kind of career path that has become less common. （ C） it relies too much on experiences of people at the end of their careers. 28 Rachel disagrees with the books suggestion that
15、 readers should （ A） keep changing jobs in order to achieve career success. （ B） choose a field that matches their leisure activities. （ C） take a particular test to identify a suitable career. 29 What does Rachel think about the cost of the book? （ A） It would be beyond the budget of any business s
16、tudent. （ B） It will discourage readers looking for an academic text. （ C） It compares favourably to other books of this kind. 30 Nick anticipates that people who buy the book will （ A） read the whole text in one go. （ B） read one chapter at a time. （ C） read only the case studies. BEC商务英语（高级）听力模拟试卷
17、 115答案 与解析 一、 PART ONE 0 【听力原文】 Part One. Questions 1 to 12. You will hear a college lecturer talking to a group of students about two case studies in Customer Relationship Management (CRM). As you listen, for questions 1 to 12, complete the notes, using up to three words or a number. After you have
18、 listened once, replay the recording. You now have 45 seconds to read through the notes. pause Now listen, and complete the notes. pause Today were going to look at Customer Relationship Management - better known as CRM -and Ill start by giving you examples of two companies that have benefited from
19、introducing CRM systems, in a radical - and expensive - reorganisation of the way they service their customers. A few years ago, Unicorn, a major telecoms company, installed CRM software which holds details of all its customers. This system uses an interactive voice response software application, so
20、 that callers can define the subject that theyre calling about before being put through to an adviser. And advisers can view customer details on-screen as they answer calls. One element in the introduction of CRM was the establishment of a working group tasked to examine the utilisation of all its b
21、uildings, something that was long overdue, as until then, Unicorn had never examined whether they were being put to the best use. This resulted in a seventy-five per cent reduction in the number of contact centres. Those remaining are located in several time zones, and are linked by the CRM software
22、 to provide a service twenty-four hours a day. Customers call a central number and are routed to whoever is free to take their call and has the right information to deal with their query. And this adviser can be in any contact centre. With advisers better able to resolve problems at the first point
23、of contact, the number of calls to be handled has dropped considerably. Unicorn integrated several business divisions, making it possible to cut support staff by two thirds, mostly from IT and training sections. The number of desktop PCs, too, was reduced significantly. As a result of changing to th
24、e new system, the most important measure, customer satisfaction, has shown a marked improvement. A key factor in the companys success was that it made strenuous efforts to ensure staff involvement right from the start. Another was the policy that there wouldnt be any compulsory redundancies, and in
25、this way the company avoided demoralising the workforce. OK. Now another major company that has successfully implemented a CRM system is Northlands Water, a publicly owned business formed in 2002 through a merger. The new company replaced three regional water authorities which had previously been go
26、vernment controlled. Within four years, Northlands had achieved the targets it was set on its formation: costs reduced by forty per cent and better customer service, without any deterioration in product quality. For its contact centres, the company bought a CRM system from Parchment, one of the bigg
27、est vendors in the sector. One reason for the choice was that the same supplier had already been used for Northlands back-office systems. In addition, Parchment was able to provide the software much sooner than most of the other potential suppliers. One result is that the call-centre staff can answe
28、r enquiries faster and more effectively, so there are now far fewer repeat calls. This has of course been welcomed by the company and customers alike. Water companies like Northlands have a large network of pipes, and the public needs access to water day and night. This means there has to be a large
29、 and complex field operation, and in this area, too, the CRM system has produced great savings, in both time and money. For example, instead of coming into the office to be given work, and information about customers, the engineers are connected to the system via laptop computers, giving them access
30、 to all the information they need. This gives them autonomy, and means they can do a much better job than before. 1 【正确答案】 SUBJECT/TOPIC 2 【正确答案】 (OWN) BUILDINGS / PREMISES 3 【正确答案】 TIME(-)ZONES 4 【正确答案】 SUPPORT STAFF 5 【正确答案】 SATISFACTION (LEVEL) 6 【正确答案】 (COMPANY) REDUNDANCIES / REDUNDANCY 7 【正确答案
31、】 (2002) MERGER / MERGING 8 【正确答案】 PRODUCT QUALITY / QUALITY OF PRODUCT(S) 9 【正确答案】 BACK(-)OFFICE (SYSTEM(S) 10 【正确答案】 REPEAT(TELEPHONE/PHONE)CALLS/REPEAT(TELEPHONE)CALLERS/REPEATEDCALLS 11 【正确答案】 FIELD OPERATION 12 【正确答案】 ENGINEERS (CAN) 二、 PART TWO 12 【听力原文】 Part Two. Questions 13 to 22. You will
32、hear five different people comparing their last job with their present job. For each extract, there are two tasks. Look at Task One. For each question, 13-17, choose the reason the speaker gives for leaving their last job, from the list A-H. Now look at Task Two. For each question, 18-22, decide wha
33、t has surprised them about their new job, from the list A-H. After you have listened once, replay the recording. You now have 30 seconds to read the two lists. pause Now listen, and do the two tasks. pause Speaker One Man: It wasnt much of a job, so it would be ridiculous to have expected anything l
34、ike great colleagues or fantastic pay. Im going to university next year, you see. Anyway, relative to the responsibility the pay was acceptable, but you can stand only so much rudeness from your supervisor, even if you know youre not staying. So I left. Best thing I ever did. Here they offered me be
35、tter pay and hours and told me Id be trained, showed me round, which made me feel really welcome. But, what they didnt mention at the beginning, and which is really good, is how much time Id spend out of the office. I enjoy the regular visits to other branches round the country. Id stay, if I had to
36、. I really mean that. Speaker Two Woman: . . . and then, one day, I thought what I was doing was only tolerable, and I couldnt go on doing it forever because I was never going to get anywhere. Its not that Im particularly ambitious, but I do want to feel I can progress in a firm, which is why I deci
37、ded to take this job when it came up. They indicated there were plenty of promotion opportunities. Cantab Electronics is really going places and is famous for having a really creative approach. But when I arrived, I found it was even better than I expected. They said, “Right! Heres what we want to a
38、chieve. Come up with your own solutions and submit development plans.“ Marvellous! It was like being told to do what you liked. Speaker Three Man: Well, the salary there was never very good, but that didnt really bother me. What got to me was that I was expected to put in far too much extra time and
39、 I was exhausted. So I asked a former colleague, If you could choose any company, who would you work for? He said, Startright Recruitment. Theyre good to work for, and I like the people there. If youre looking for a bit more responsibility, try them. So I did. You can imagine how I felt when I looke
40、d at my December pay slip and discovered Id been paid an extra thirty per cent though Id only been with them for a couple of months. The boss said to all of us, Weve had a good year. Lets all share it! Speaker Four Woman: Actually I could see the way things were going. Orders were down and the compa
41、ny wasnt responding to market changes. So I got out. And I wasnt the only one, though I was one of the first. In fact, about thirty people left. Anyway, I got the interview with this company within a week and I got a good feeling as I walked in the door - everything clean and everyone obviously work
42、ing very hard. Although it was a new field for me, Im now reskilled. Whats more, I couldnt believe how generous the annual leave is: its so much time off compared to before. Speaker Five Man: Vistatours were surprised I left, I think. After twenty years as Operations Director, people thought I was g
43、oing to stay forever. But I had to look to the future. I was finding the job too much: everything landed on my desk: I had to take all the decisions. So I resigned one particularly awful day, and didnt even get a leaving present. The very evening I left, the phone rang. It was Orbitravel offering me
44、 this job, with a clear job description - which is more than Id had hitherto - and a comparable salary. I accepted it. I was really afraid when I turned up on the first day that as an outsider I might be resented, but no. Everyone made me feel really at home, and its working out very well. 13 【正确答案】
45、 D 14 【正确答案】 E 15 【正确答案】 B 16 【正确答案】 G 17 【正确答案】 C 18 【正确答案】 F 19 【正确答案】 A 20 【正确答案】 D 21 【正确答案】 B 22 【正确答案】 E 三、 PART THREE 22 【听力原文】 Part Three. Questions 23 to 30. You will hear a discussion between two business journalists, Nick and Rachel, who are going to write a review of a book about career
46、planning. For each question, 23-30, mark one letter (A, B or C) for the correct answer. After you have listened once, replay the recording. You now have 45 seconds to read through the questions. pause Now listen, and mark A, B or C. pause Man: Which of the new titles shall we start with, Rachel? Wom
47、an: I dont know about you Nick, but Ive got most to say about The Career Adventurer. Man: The latest volume by Karen Ward. Yes, we could make that the title of our feature. Woman: Absolutely, and the first thing worth commenting on is the catchy title. It immediately grabs the attention. Man: Its no
48、t as if you can get many thrills once you actually get beyond the front cover though. Its basically a workmanlike, step-by-step guide to career planning. Woman: At least its a much lighter read than other volumes on career planning. Man: Fair point. But there was certainly a mismatch between the ini
49、tial expectations I had that were raised by the title, and what you actually get when you start reading. Woman: Yeah, yeah, I wouldnt disagree with that but I felt there were other greater letdowns in the book . like the advice sections at the end of chapters. Man: Go on. Woman: Well, each chapter starts OK. the first one on recruitment methods is potentially useful. and there are noteworthy quotes in the case studie
