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
Facing Complaints
    Your company is going to recall one kind of products due to a fault in design. It is expected that there will be some complaints.
    You have been asked for your suggestions about settlement of the potential complaints.
    Discuss the situation together and decide:
    • what kind of attitude you should have
    • how to make the customers satisfied
For three candidates
Facing Complaints
    Your company is going to recall one kind of products due to a fault in design. It is expected that there will be some complaints.
    You have been asked for your suggestions about settlement of the potential complaints.
    Discuss the situation together and decide:
    • what kind of attitude you should have
    • how to make the customers satisfied
    • how to avoid this kind of problem in the future.
选项
答案A: I am honoured to have this opportunity to work with you. As is informed to us, our company is going to recall one kind of products due to a fault in design and it is expected that there will be some complaints. How to settle the potential complaints? Now, let’s begin with the first aspect, that is, what kind of attitude we should have? B: Recalling products is really troublesome. Of course, we should have a proper attitude, since it is our problem that disturbs customers. We should be polite and patient to their complaints. A: I agree with you. The manager of customer relation department should hold a meeting to tell his staff the importance of the problem and ask everyone to be polite and patient when listening to complaints. Our general manager must make an apology in public to all the customers involved. B: Yes, that’s true. Now let’s move on to the next topic. How to make the customers satisfied? A: Firstly, we have a free repair of the faulty products. We need to make some arrangement for our technicians to work in turn to make sure customers can come and have their products repaired anytime within this month. B: Many customers may ask for refunds. To make them satisfied and trust our company, we should give them refunds if they want. A: Definitely. Maybe some want to change other kind of products. We should be ready to introduce the functions and deal with price differentials. B: We can also prolong the guarantee period from 2 years to 3 years. I’m sure the customers will feel satisfied. Let’s report our viewpoints to the general manager immediately. A: Wait a moment, please. I think we should put down what has been discussed in a written report, instead of informing the general manager orally. Don’t you think so? B: That’s a good idea. Besides, we’d better draw up a specific timetable for those requests of refund and replacement of the faulty parts. Shall we do it right now, or put it off till tomorrow morning, since I myself have some urgent things to handle at the moment? A: In that case, let’s draw up a report and the timetable tomorrow. Why don’t you work on the timetable, and I will think more about the report? B: You can say that again.
解析
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