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
52
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
B
解析
转载请注明原文地址:https://kaotiyun.com/show/uqzO777K
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
•Youwillhearacollegelecturertalkingtoaclassofbusinessstudentsaboutprotectingcompanysecrets.•Asyoulisten
•Youwillhearacollegelecturertalkingtoaclassofbusinessstudentsaboutprotectingcompanysecrets.•Asyoulisten
•Youwillhearacollegelecturertalkingtoaclassofbusinessstudentsaboutprotectingcompanysecrets.•Asyoulisten
•Youwillhearacollegelecturertalkingtoaclassofbusinessstudentsaboutprotectingcompanysecrets.•Asyoulisten
•Youwillhearacollegelecturertalkingtoaclassofbusinessstudentsaboutprotectingcompanysecrets.•Asyoulisten
•Youwillhearacollegelecturertalkingtoaclassofbusinessstudentsaboutprotectingcompanysecrets.•Asyoulisten
•Youwillhearacollegelecturertalkingtoaclassofbusinessstudentsaboutprotectingcompanysecrets.•Asyoulisten
Followingcomplaintsfromtheemployees,yourChiefExecutiveaskedyoutowriteaproposalintroducingflexibleworkinghours.
随机试题
[*]
A.推动作用B.温煦作用C.防御作用D.固摄作用E.气化作用
立新学校委托其救务人员王某购买一批电教器材。王某到百货公司购买时,正好该公司举行有奖销售,规定购买若干元商品可得到奖券一张;王某代购电教器材,得到五张奖券,他自己把这几张奖券收了起来。后来百贷公司抽奖,这几张奖券中的一张中了头奖,可得到彩色电视机一台,该电
确定存量房抵押贷款额通常可参考房屋的()。
利用均衡原理判定建筑物是否为最佳,可以帮助房地产估价师确定估价对象的()。
根据发行主体的不同,债券可以分为()。Ⅰ.政府债券Ⅱ.金融债券Ⅲ.公司债券Ⅳ.金边债券
在这个社交媒体________,信息极大爆炸,而隐私保护犹如________的当代社会,许多人都在小心翼翼地避免出现在聚光灯之下,生怕出什么差池让自己的一切被翻个底朝天。 填入画横线部分最恰当的一项是:
(2013联考71)数学方法是西方科学中极其重要和不可或缺的方法,严谨和精确是科学精神的重要组成部分,而严谨和精确在很大程度上是由数学方法带来的。科学要求各种概念尽可能被定量且能以一定的精确性加以检验。定律和定理的精确性体现在它的数学表达上,实验测定值与定
国家创制法律规范的方式主要有两种,一是制定,二是认可。其中,国家机关在法定的职权范围内,依照法律程序制定法律的形式,除补充规范性法律文件的活动和修改规范性法律文件的活动外,还包括
WouldyoubelievethatthefirstoutstandingdeafteacherinAmericawasLaurentClerc,aFrenchman?At12,he【C1】______theRoya
最新回复
(
0
)