首页
外语
计算机
考研
公务员
职业资格
财经
工程
司法
医学
专升本
自考
实用职业技能
登录
外语
You will hear five different business people talking about business success secrets related to good customer service. For each e
You will hear five different business people talking about business success secrets related to good customer service. For each e
admin
2013-12-22
97
问题
You will hear five different business people talking about business success secrets related to good customer service.
For each extract there are two tasks. For Task One, choose business success secrets described from the list A—H. For Task Two. choose the experience from the list A—H.
You will hear the recording twice.
TASK ONE- BUSINESS SUCCESS SECRETS
For questions 13—17, match the extracts with business success secrets, listed A—H.
For each extract, choose business success secrets stated.
Write one letter(A—H)next to the number of the extract.
A Honesty to your customers
B Training staff to be concerned about customers as we are
C Business to customer loyalty
D The customer is always right
E Providing true customer service
F Setting up a sales incentive program
G Tiering your customers
H Distributing free samples to customers
______
Questions 13—22
You will hear five different business people talking about business success secrets related to good customer service.
For each extract there are two tasks. For Task One, choose business success secrets described from the list A—H. For Task Two, choose the experience from the list A—H.
You will hear the recording twice.
(10 seconds pause)
M: One of customer service secrets is to build business to customer loyalty. This is my number one customer service secret, and is by far the most important one. I was taught about business to customer loyalty many, many years ago, before I started my own business, when I still worked as a hotel detective in a ritzy down town Calgary hotel. The hotel insisted that every one of us who had contact with their customers know the customer by his full name and, when possible, other personal or business information about him. When you can show concern about what matters to your customer, and you can bet on it, you’ve just acquired a customer for life.
F: We should provide true customer service. In today’s market environment, service has become a cliche and it seems like "everyone’s doing it". So, if everyone is doing it, why not jump ahead of the wolf pack by providing even more creative, personalized service to your customers than your competitors can? Nor is one type of customer service suitable for all your customers. Let’s say your advertised featured customer service is Home Delivery. The first customer may welcome this Home Delivery because it’s difficult for him to get out and shop in person. But your second customer may enjoy "window shopping" and carrying his purchases around with him as he goes from shop to shop.
M: We’d better be honest with your customers. If your customer even suspects that you are trying to pull something over on him, you can kiss that customer goodbye—permanently! Were you fortunate enough to purchase an item from a wholesaler at a discount price? Instead of being tempted to richly improve my bottom line, I usually pass that saving on to my customer. This will ingrain confidence in my customer so that, in the future, my customers will know where to come for real savings. In the long run, my bottom line will thank myself for having made this choice.
F: We should educate our staff to be equally as concerned about our customers as we are. Some years ago I went into a hardware store and asked the young summer student clerk for some rubber cement. "You mean, a tire patching kit?" "No, " I repeated. "I want a bottle of rubber cement. " The kid obviously didn’t have a clue what I was talking about. However, rather than finding out what rubber cement is, he gave me a strange look, then turned his back and went on to serve another customer. Needless to say, after that incident I took all my hardware business elsewhere.
M: We should remember "The customer is always right. " If a customer comes to you about a complaint, be very serious about how you handle it. Is the customer upset and angry? First, I calm him with words and action and show that I am serious about doing something to correct the problem. Even if it is obvious that he’s wrong, sometimes it’s better for repeat business to take the loss and compensate the customer. Then, when my customer is satisfied that his complaint has been properly addressed, thank him for bringing the problem to my attention. Remember, no amount of advertising can repair the damage done by failing to properly address a customer’s concern.
(10 seconds pause)
选项
答案
C
解析
转载请注明原文地址:https://kaotiyun.com/show/VlOd777K
本试题收录于:
BEC高级听力题库BEC商务英语分类
0
BEC高级听力
BEC商务英语
相关试题推荐
Whatisopening?
Whatisthespeakermainlytalkingabout?
Whereisthisconversationtakingplace?
Wheremightthisconversationbeheard?
Whataretheytalkingabout?
Wheremightthisconversationbeheard?
Whatistherelationshipbetweenthetwospeakers?
Whatdoesthemansayabouthisbusiness?
What’stherelationshipbetweenthemanandthewoman?
(Thecandidatechoosesonetopicandspeaksaboutitforoneminute.)A.Technology:theimportanceoftrainingstaffinhowto
随机试题
A.绒毛膜促性腺激素(hCG)测定B.胸部X线摄片C.组织学诊断D.流式细胞仪测定E.B型超声检查诊断葡萄胎最重要的辅助检查方法是
在WindowsXP系统中,经常会与文件和文件夹打交道,这就需要用户熟悉文件和文件夹的相关知识。文件的属性包括__________。()
Word2010能够自动识别和打开多种类型文件,如()。
A.恶寒,发热,无汗,咳而微喘,脉浮紧B.头痛,发热,无汗,项背强,脉浮紧C.恶寒,发热,头痛,无汗,烦躁,脉浮紧D.恶寒,发热,头痛,汗出,项背强,脉浮缓E.恶风寒,头痛,无汗,身疼痛,脉阴阳俱紧可用小青龙汤治疗
50岁女性,阴道不规则出血一年余,分泌物臭,宫颈呈菜花样,左侧宫旁组织增厚,达盆壁,阴道下1/3处质硬,不平。为确诊应行
有关法的移植的说法中,下列哪一说法是错误的?()
最能体现肖邦民族意识和情愫的钢琴作品的体裁是()
这些私自印制已注册商标以及______、______、______假冒商品的行为均已构成犯罪。
关于法律规范,下列说法错误的是
What’sthemainjob?
最新回复
(
0
)