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How can customers request service？
A．By sending in a request form
B．By visiting a website
C．By making a phone call
D．By visiting an office
答案
更多“How can customers request service？A．By sending in a request formB．By visiting a websiteC．B”相关的问题
第1题
M: I often think about it, too. How will it develop？ How will it affect different areas？ Is this change going to be beneficial for me personally？
W: I have a friend who is a businessman and is very non-technical. Last year, when he found out he could play cards with friends all over the country on a computer, ho bought a portable computer. At first he used it mostly to play cards wherever he went, but now he's learned how to do other things on the Internet and he's fascinated by how the world changes and what that means from a business point of view.
M: There's no doubt the Internet will be a powerful commercial medium. It'll connect hundreds of millions of customers and open up huge markets for all kinds of products and services.
W: That's true. I can imagine companies sending advertisements directly to customers over the net. Customers, in turn, can examine and compare whatever goods they want to buy and tell their computers to find them at the best price offered.
M: Yeah. Your computer will be your representative and will spare no efforts in bargaining with the computers of various sellers. It'll be a shopper's heaven.
(27)
A．He played cards with people all over the world.
B．He played cards on the internet at first and later did other things with computer.
C．He was fascinated by how the world changes.
D．He understood the computer affected different areas.
第2题
听力原文：M: I can't believe you're still driving around in this piece of junk.
W: I can't afford to buy a new car.
M: I'll bet you can't afford not to buy a new car.
W: What do you mean by that？
M: Have you ever kept a record of how much you spend to keep this car running？
W: Well, no. But I'm sure maintenance costs are not as much as a monthly payment would be.
M: Have you thought about your losses in pay from the days you've missed work because this thing won't start？
W: It can't have been that much.
M: There are also the tow truck fees; the taxi and bus fares when you have to resort to taking them, and the amount you spend on fuel for this gas-guzzler of yours.
W: All right. You've proved your point, but have you seen how much new cars cost these days？
M: You don't have to buy a new car.
W: Sure, I could buy a used car, but how could I be certain I wasn't getting a lemon？ You know what used-car salespeople are like.
M: Why not get a used company car？ You know, companies such as those that rent cars must provide their customers with new ones. The cars are well maintained, and there isn't the wear and tear on them that there is on privately owned ones.
W: I'll bet they're expensive.
M: Not anything like a new one.
W: Well, I'll give this new car idea of yours some thought.
(23)
A．In tow truck fees.
B．In taxi fares.
C．In fuel consumption.
D．In monthly payments.
第3题
W: Fine.
M: How do you feel about your work in your first full year in the company？
W: Well, the job is exactly as it was advertised in the paper, so there have been no surprises. I like dealing with customers and 1 don't mind answering the phones and preparing invoices. Sometimes it's a bit boring to type long price lists, but someone has to do it.
M: That's true. Does anything make your job difficult？
W: The computer. To begin with, I was slow because I didn't know the program, but now I get annoyed when the computer just stops working for no reason. I think the computers are too old for our software and we need some new machines.
M: Is there anything else you would like to change？
W: Let me see. I'd like the manager to issue credit notes without having to ask you first. You're often away on business and sometimes customers ring up with a complaint. And if we can't contact you, then we can't deal with the complaint properly.
M: Yes, but some of our customers always find something wrong and try to get a credit note with every order. You can't believe everything they say. What about your objectives for the future？
W: Well, I need to get to know the customers better and try to make fewer mistakes. But I think the most important thing is to broaden my product knowledge, so I can help when customers make enquiries.
M: Don't worry, you'll learn all that in time.
(27)
A．Some time last year.
B．One year ago.
C．Over a year ago.
D．Half a year ago.
第4题
— Which company (A, B, C or D) does each sentence 1 - 7 refer to？
— For each sentence 1 - 7, mark one letter (A, B, C or D) on your Answer Sheet.
— You will need to use some of the letters more than once.
A
"We're ahead of our competitors in that every year we invite customers to headquarters to discuss their expectations for the next five years. In addition to customers, the meeting includes approximately 100 employees and suppliers. We parade our five-year plan, including such things as service, quality and on-time delivery, and involve everyone in a feedback process. The outcome becomes part of our long-range strategic plan, which is communicated to every employee in the organisation - a process we call management by planning."
B
"The approach we find we need to take to increasing customer satisfaction is systemic. There isn't an easy way to do it. Everything is interconnected and builds. In order to delight customers, you need smooth manufacturing processes, which means you need an accurate warehouse, which in turn relies on a good manufacturing requirements system and good suppliers. You can't accomplish one in isolation."
C
"As part of our improvement process, employees participate actively in raising customer satisfaction. They establish the areas in which they will be measured that translate into quality performance: things like, 'How quickly do you respond to a call？' or 'How effective are your dealings with the customer？' Feedback is provided regularly to employees. They analyse the data to determine when additional instruction and support are needed, or when processes need to be re-worked or improved, or when our goals need to be changed. They are also encouraged to keep an eye on the competition and how they are doing. These data are used for planning purposes."
D
"Our senior managers are constantly pulling the competition's products apart to see what they're doing. They've also done some benchmarking against our better competitors. There are a few good ones that make us run faster and harder. But, to be honest, in terms of new service initiatives, for example, we've had to look outside our industry to find what could be called 'best of breed'. We've milked our own industry."
Staff are invited to set the standards that are used to assess their productivity
第5题
How can customers save 10 percent？
A．By ordering online
B．By printing a coupon
C．By introducing a friend
D．By applying for a credit card
第6题
How can customers get a ticket？
A．By mail.
B．At a concert hall.
C．In person.
D．At the office.
第7题
听力原文： New product introductions are healthy for the industry. They generate excitement in the marketplace and sales in your store. Many of your customers are anxious to learn about what's new. By having just what they've been looking for, the company can increase the bottom line while simultaneously meeting the end user's insatiable need for more, better, and faster.
At a recent industry convention, I heard a question, "How de we compete with other companies？" My reply is this: stay focused. Identify your advantage over them and maximize its potential. When new products come to market, the company becomes more than a place to buy power tools. You become a problem solver for the customer. This is a huge advantage over the other companies.
Many new products are more technical in nature. Therefore, they require salesmanship. The only way to get them into the hands of the people for whom they were designed is to take them directly to the job site and demonstrate them. This is one area where companies can sharpen their competitive edge.
Your customers are able to discern the difference between makeshift solutions and application-specific products. By focusing on their needs, industrial companies can offer the right solution for demanding jobs.
These solutions are coupled with the necessary product knowledge to educate the customer about u sing the product. This factor distinguishes your business from all of the others. Your customers aren't only buying a power tool from you--they're purchasing a value-added service that helps them become more profitable in their business.
With that in mind, let me turn the question a- round and ask, "How can other companies compete with the value-added service that you offer to customers？"
The answer is simple: They cannot if you focus on the aspects that distinguish the company. While the face of the tool industry is changing, there is one constant that will continue to direct its path: the end user's need for increased productivity. Companies are poised to sharpen their competitive edge by offering solutions to the highly specific needs of the professional.
•You will hear a talk presented by a reporter, about new product introduction.
•For each question 23-30 mark one letter (A, B or C) for the correct answer.
•After you have listened once, replay the recording.
The satisfaction of customers' desire for new products is______.
A．exciting
B．endless
C．upsetting
第8题
According to the bill, how can customers pay their bills online？
A．By filling out a form
B．By visiting a Web page
C．By e-mailing customer service
D．By calling a customer service hot line
第9题
M: We have six regional centers which employ between 300 and 700 people each.
W: Why did the company decide to offer its products directly by phone and Internet rather than through insurance brokers or high street shops？
M: Well, the major reason was cost. With a call centre you don't have to pay high rents for good high street locations or pay commission to brokers and agents. We can then pass on these cost savings to our customers through competitive pricing of our products.
W: Well. How does a call centre affect the quality of service a customer gets？
M: When a customer calls, he can get an instant response. The computer database shows all the customer's details. This means we can offer our customers good products, quick service and lower premiums.
W: And what products does Direct Line offer？
M: Our company provide motor, house, travel and life insurances. We also offer financial services such as mortgages, personal loans, savings and pensions.
W: Gosh, so many. Are your workers able to deal with all these different products？
M: Some workers only deal with one product, while multi-skilled staff can deal with two or three products. But the system is programmed to guide staff members in dealing with 80%--90% of enquires and claims.
W: What do you think of the future for call centers？
M: They're definitely here to stay. But as more and more new call centers are set up, it'll become harder to find good staff, so we will have to offer better conditions. In the future, staff might work at home on computer networks.
(27)
A．Because the company does not have to pay as many claims as competitors.
B．Because the company rent no shops and pay no commission.
C．Because the company does not have to pay for advertising.
D．Because the company offers many products and services.
第10题
How can customers receive a discount？
A．By bringing in their children
B．By showing an advertisement
C．By purchasing multiple items
D．By attending the grand opening
第11题
Starbucks' Secret Ingredient
How you can incorporate coffee chain chairman Howard Schultz' persuasive communication skills in your workplace.
If you've set foot in a Starbucks recently, there's no doubt you've been exposed to marketing for Akeelah and the Bee, the story of a young girl who thies to make it to a national spelling bee (拼写比赛获得者). The movie opened Apr. 28 and represents the coffee chain's first major push into theatrical releases--part of a joint-marketing agreement with Lion's Gate to promote the film (see BW Online, 5/1/06, "Howard Schultz Looking For His Next Act").
In many ways the story of a poor child with big dreams reflects the upbringing of Starbucks Chairman Howard Schultz, who grew up in the housing projects of Brooklyn and now oversees the Seattle-headquartered coffee empire (see BW Online, 4/26/06, "Starbucks Perks Up Socially Conscious Films"). In the past few weeks I have seen Schultz profiled on 60 Minutes and the new CNBC show American Made. I found it inspiring that Schultz has maintained a very strong, persuasive, and consistent message since the time he granted me an interview for my book.
His powerful communication skills define a leader who knows not only what he stands for, but also the values he promotes, and who knows how to make an emotional connection with his listeners. In fact, Schultz majored in communications in college, took public-speaking courses, and credits much of his ability to win over investors, customers, and employees to his communication skills. There are three qualities that I think help Schultz stand out as a persuasive business communicator. My observations and three lessons you can incorporate into your own workplace follow:
SHARES HIS PASSION. Schultz is fiercely passionate about what he does. But understand that his passion is not only about the coffee. He sells much more. You see, while Schultz loves coffee, he's passionate about creating a workplace that treats people with dignity and respect. That's the message he conveys consistently to employees, customers, and investors.
In Schultz's book, Pour Your Heart Into It, the word "passion" appears on nearly every other page. But he doesn't leave his enthusiasm on its pages. In conversation, Schultz exudes an authentic, unbridled passion for his employees and their lives. It rubs off on his listeners.
"You either have a tremendous love for what you do, and passion for it, or you don't," Schultz told me. "So whether I'm talking to a barista, a customer, or investor, I really communicate how I feel about our company, our mission, and our values. It's our collective passion that provides a competitive advantage in the marketplace because we love what we do and we're inspired to do it better. When you're around people who share a collective passion around a common purpose, there's no telling what you can do."
Lesson 1: Dig deep to identify what you are truly passionate about (hint: it's not always the product itself) and convey that message to employees, customers, and colleagues. When you are passionate, you come across as excited, energetic, and enthusiastic--all of the qualities people like to see in others. And if people like you, they're more likely to do business with you or to back your vision.
While Schultz's passion rubs off on employees, it was his enthusiasm mixed with the ability to paint a vivid picture of what he was trying to accomplish that convinced skeptical investors to back his original concept. Schultz makes his money off coffee beans--whole, ground, or what have you--but what he's really selling is a blend of coffee and romance. Schultz has succeeded in painting a picture of comfort and community--a third "destination" between work and home.
During a now-famous trip to Italy, Schultz's life changed forever when he took his first sip of espresso and steamed milk
A．Y
B．N
C．NG
