BEC中级口语考试2.ppt

1、Model Test 2,Part One,1. Can you tell me how you relax from your work or studies? 2. Can you tell me how peoples attitudes to work are changing in China? 3. Can you tell me what you are doing now for the preparation of your future plan?,A: WHAT IS IMPIRTANT WHEN Selecting staff for overseas training

2、: work experience command of the language of the target country,Suggested ideas: Work experience when selecting staff for overseas training, it is important to consider their working experience. If a staff member whose work performance is outstanding is selected for overseas training, this will set

3、a good example for other staff members and may encourage them to improve their work performance. working experience include the following aspects: being fully aware of ones job responsibility performing theses responsibilities well abiding by all company rules and regulations being self-disciplined

4、always taking the initiative at work,Command of language of the target country this is another thing to take into consideration when selecting staff for overseas training. A good command of language of the target country or English will enable the selected staff member to understand instructions giv

5、en by the overseas trainer, participate in all training activities, and communicate well with the trainer or other trainee.,B. WHAT IS IMPORTANT WHEN.? Conducting a market analysis: Targeted customer/clients Comparison with major competitors,Suggested ideas: Targeted customers/clients when conductin

6、g a market analysis, it is important to make an analysis of the target customers/clients. This analysis may include collection and analysis of the following information related to the targeted customers/clients: range of their age their sex their likes and dislikes their average incomeTo collect the

7、 above information, the following means can be tried: to make phone calls to targeted customers to prepare for a questionnaire and send it to targeted customer and request them to complete it and send it back to send trained staff to pay visits to targeted customers,Comparison with major competitors

8、 When conducting a market analysis, it is also important to make a comparison with major competitors who provide same or similar products. This comparison may include the following aspects: financial strength cost efficiency impact of advertising product/service range special features of products/se

9、rvice,C: WHAT IS IMPRTANT WHEN. Aiming to improve customer service: Finding out customer service: Dealing with complaints efficiently,Suggested ideas: Finding out customer service: When aiming to improve customer service, it is important to find out customer needs. There are different ways to collec

10、t information related to customer needs: to design a questionnaire for collecting most information in relation to customer needs, to train a team for collecting and analyzing the information members of the team go into the streets, subway stations, or other public places to interview people at rando

11、m using the designed questionnaire.,Dealing with complaints efficiently When aiming to improve customer service, it is also important to deal with complaints efficiently. This can be done in different ways. to set up a hot line for customers to make complaints to train a team for dealing with custom

12、er complaints, members of the team should be patient and enthusiastic, they should be trained to have good telephone manners and interpersonal skills. to make sure that every complaints made by customers is dealt with seriously by the tram and the customer who has made a complaints is always informe

13、d of the final result. to keep a record of all complaints made by customers and how they have been dealt with. By the end of each year, a report on customer complaints should summarize what kinds of complaints are common in the last year, analyze the reasons for these complaints, and suggest effecti

14、ve ways for dealing with these complaints.,PART THREE Your company needs to open overseas offices for expanding its business worldwide. You have been asked to submit ideas on how to open overseas offices. Discuss and decide together: In which countries/cities to open overseas offices and why What pr

15、eparations need to be made for opening overseas offices.,Suggested ideas: In which countries to open overseas offices and why In one of the four major international finance centers: New York, London, Frankfurt, Tokyo. Having an office in one of these cities will have the following advantages: easy a

16、ccess to the capital market for raising money/getting investment from interested investors. easy access to perspective clients on an international scale easy access to first-hand information related to the world capital market.,What preparations need to be made for opening overseas offices To open o

17、verseas offices, the following preparations need to be made: finding a good location for the office working out a reasonable budget for opening the office taking into consideration of possible costs and expenses, such as office rent, staff salaried and benefits, office supplies, communications with

18、the head-quarters, and communications with local clients et.) selecting competent staff members to form a team for working overseas (e.g. posting a notice on the company website to invite volunteers, organizing interviews of volunteers for selection) providing the tam with necessary training (the language, culture) a