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 another five recordings. Five speakers are talking about how to deal with complaints about goods. For each recordi
You will hear another five recordings. Five speakers are talking about how to deal with complaints about goods. For each recordi
admin
2013-07-18
46
问题
You will hear another five recordings. Five speakers are talking about how to deal with complaints about goods.
For each recording, decide what action the speaker is recommending.
Write one letter(A-H)next to the number of the recording.
Do not use any letter more than once.
After you have listened once, replay the recordings.
A initiating an investigation
B giving money back
C providing an identical replacement
D offering an upgrade
E arranging free servicing
F organising free training
G extending the warranty
H offering a credit note
______
Eighteen
Some people tell you that what a dissatisfied customer really wants is to have the opportunity to spend his money again. You may have to resort to this - a refund or perhaps some form of credit. However, this may lose a customer and will certainly lose that particular deal. Try a bit of persuasion -remind your customer why he chose your product in the first place, give him a new one and save him the trouble of making further decisions.
[pause]
Nineteen
It’s often the case that a complaint about faulty equipment really means the customer is doing something wrong. Of course, considerable tact is called for when this happens - don’t make them feel foolish. What they need is some guidance -and this should be provided without further cost. Make sure any damage done has been put right, and then set up the familiarisation session. Problem solved, customer happy, equipment saved from any more misuse.
[pause]
Twenty
When a customer complains, it’s important to be sympathetic, but business-like as well. Do apologise, of course, and then, taking a personal interest in the way the equipment will be used, suggest a newer, more recent model rather than simply replacing the original one. This is often a good solution, because it not only deals with the complaint, but also the client feels they’ve got away with a bit extra to make up for the inconvenience.
[pause]
Twenty-one
I don’t think all complaints can be dealt with in the same way. Basically, you’ve got to solve the immediate problem to try to keep the customer’s confidence. Sometimes guaranteeing your product for a longer period can be a good way to do this. Fix what’s wrong as quickly as possible and show you’re prepared to do so a second time if necessary. Point out that the customer won’t have any worries, at least not until they need an upgrade.
[pause]
Twenty-two
It’s a good idea to let the customer know why there’s been a problem - it shows you are prepared to be honest, and you might win a bit of sympathy. They realise that things don’t always go right for the supplier either. But the most satisfactory thing to do is to offer a refund. Then, of course, they are more likely to deal with you again when they need a replacement.
选项
答案
G
解析
转载请注明原文地址:https://kaotiyun.com/show/rqzO777K
本试题收录于:
BEC中级听力题库BEC商务英语分类
0
BEC中级听力
BEC商务英语
相关试题推荐
•Youwillhearfiveshortrecordings.Fivepeoplearetalkingaboutproblemsandsuggestionsonbecomingasuccessfulmanager.
•Youwillhearacollegelecturertalkingtoaclassofbusinessstudentsaboutprotectingcompanysecrets.•Asyoulisten
•Youwillhearacollegelecturertalkingtoaclassofbusinessstudentsaboutprotectingcompanysecrets.•Asyoulisten
•Youwillhearacollegelecturertalkingtoaclassofbusinessstudentsaboutprotectingcompanysecrets.•Asyoulisten
•Youwillhearacollegelecturertalkingtoaclassofbusinessstudentsaboutprotectingcompanysecrets.•Asyoulisten
•Youwillhearacollegelecturertalkingtoaclassofbusinessstudentsaboutprotectingcompanysecrets.•Asyoulisten
Followingcomplaintsfromtheemployees,yourChiefExecutiveaskedyoutowriteaproposalintroducingflexibleworkinghours.
Followingthecomplaintsofseveralcustomers,theManagerofyourrestaurantconsiderservicesshouldbeimproved.Hehasasked
随机试题
患者,男性,18岁,颏下无痛性缓慢生长圆球状肿物3年,大小5cm×6cm×4cm,表面光滑,界限清、质地似面团样,可活动、无触痛,肿物不随吞咽而活动,口底黏膜下未见异常。术后为消灭无效腔防止形成血肿选用的包扎是
属于双面嵌体的是()
与喷水室相比,表面式换热器具有的特点是( )。
常用低压控制和保护电器中,封闭式熔断器的特点有()。
以下属于物流系统目标的是()
()主张教学的最终目标是促进学生对学科结构的一般理解。
已知,XA+2B=AB+2X,求X2017.
在考生文件夹下打开WORD1.docx,按照要求完成下列操作并以该文件名(WORD1.docx)保存文档。【文档开始】甲A第20轮前瞻戚务生和朱广沪无疑是国产教练中的佼佼者,就算在洋帅占主导地位的甲A,他俩也出尽风头。在他们的统领下,云南红塔
Describetheproceduresofsettlementbypaymentcreditaccordingtothenumbersgiveninthefollowingcharter.Writeyouransw
A、Ithelpsimprovethephysicalhealth.B、Itisgoodforasoundsleep.C、Ithelpsdevelopmentaltoughness.D、Ithelpslosewei
最新回复
(
0
)