2. 外语
  3. In this part of the test, you are given a discussion topic. You have 30 seconds to look at the task prompt, an example of which

In this part of the test, you are given a discussion topic. You have 30 seconds to look at the task prompt, an example of which

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问题 In this part of the test, you are given a discussion topic. You have 30 seconds to look at the task prompt, an example of which is below, and then about three minutes to discuss the topic with your partner. After that, the examiner will ask you more questions related to the topic.
For two candidates
                          Giving Presentations
The customer service manager of your company is planning to give a presentation about ways to reduce the number of complaints.
You have been asked to help prepare the presentation.
Discuss the situation together, and decide:
    what type of information to include in the presentation
    what kind of activities would be suitable for the presentation.
For three candidates
                            Giving Presentations
The customer service manager of your company is planning to give a presentation about ways to reduce the number of complaints.
You have been asked to help prepare the presentation.
Discuss the situation together, and decide:
    what type of information to include in the presentation
    what kind of activities would be suitable for the presentation
    how to evaluate the effects of this presentation.
Follow-on questions
Do you think the staff benefits from the presentation?(Why? /Why not?)
Should the customer service department give regular presentations to help their staff improve their communicative skills?(Why? /Why not?)
In what other ways do you think a company could reduce the number of complaints? (Why?)
Do you think a good customer service specialist should have certain psychological knowledge?(Why? /Why not?)
Should personality be an important factor in choosing staff for customer service? (Why? /Why not?)
How useful do you think it is for customer service specialists to be trained in giving presentations?(Why?)
选项
答案A: The manager asked us to prepare a presentation about ways to reduce the number of complaints. As you know, the number of complaints has been increasing these two months. Are you aware of it? B: Yes, there has been a noticeable increase of the complaints. And it is time for us to pay more attention to it and find out a solution. Anyway, do you have any idea about this presentation? A: I’ve given this task a lot of thoughts and I think first of all, we have to work on the type of information to be included in the presentation. B: In my opinion, we should analyse the data in our computer system which has recorded every complaint with all the details. We should find out the reasons behind those complaints, and what necessary solutions should be taken to reduce the number of complaints and improve our service. A: You have my vote on that. What’s more, I think we should add some case study to the presentation, which is more concrete and vivid. The staff will feel the presentation is more attached to their work and mobilise their initiative. B: Exactly. A presentation consisting only data-analysis, theories and rules would be very dull. And I suggest we design some other activities during the presentation. For example, we can have role-play, or do some psychological games. I recently read a book on customer service from a psychological aspect. It is very interesting and useful and contains many good exercises or games. I’ll bring the book tomorrow, and we could use some of its materials. A: Good idea! In addition to case study, games and customer service report, we can also invite some customers who ever complained about our service to the presentation, and we can sit together to exchange ideas. B: Wonderful! Customer service’s responsibility is to provide quality service to the customers and our service concerns the image of our brand and company. A: Yeah, many people may think our job doesn’t require many skills: however, we know that this job is really demanding. B: You said it. By the way, how long is this presentation going to be? A: The manager said that two hours would be fine. B: Then we have to remove some of the activities from the presentation because of the time limit. A: Right, we could save them for further use. The manager wanted the presentations to be held regularly. B: Yes, that would be very helpful for our work. Now, let’s work out the outline of this presentation.
解析
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本试题收录于： BEC中级口语题库BEC商务英语分类
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