【AAA】剑桥商务英语-中级真题-2-4辑听力文本.doc

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[pause] Eighteen

SomepeopletellRouthatwhatadissatisfiedcustomerreallRwantsistohavetheopportunitRtospendhismoneRagain.RoumaRhavetoresorttothis-arefundorperhapssomeformofcredit.However,thismaRloseacustomerandwillcertainlRlosethatparticulardeal.TrRabitofpersuasion-remindRourcustomerwhRhechoseRourproductinthefirstplace,givehimanewoneandsavehimthetroubleofmakingfurtherdecisions. [pause] Nineteen

It’softenthecasethatacomplaintaboutfaultRequipmentreallRmeansthecustomerisdoingsomethingwrong.Ofcourse,considerabletactiscalledforwhenthishappens-don’tmakethemfeelfoolish.WhattheRneedissomeguidance-andthisshouldbeprovidedwithoutfurthercost.MakesureanRdamagedonehasbeenputright,andthensetupthefamiliarisationsession.Problemsolved,customerhappR,equipmentsavedfromanRmoremisuse. [pause] TwentR

Whenacustomercomplains,it’simportanttobesRmpathetic,butbusiness-likeaswell.Doapologise,ofcourse,andthen,takingapersonalinterestinthewaRtheequipmentwillbeused,suggestanewer,morerecentmodelratherthansimplRreplacingtheoriginalone.Thisisoftenagoodsolution,becauseitnotonlRdealswiththecomplaint,butalsotheclientfeelstheR’vegotawaRwithabiteRtratomakeupfortheinconvenience. [pause] TwentR-one

Idon’tthinkallcomplaintscanbedealtwithinthesamewaR.BasicallR,Rou’vegottosolvetheimmediateproblemtotrRtokeepthecustomer’sconfidence.SometimesguaranteeingRourproductforalongerperiodcanbeagoodwaRtodothis.FiRwhat’swrongasquicklRaspossibleandshowRou’repreparedtodosoasecondtimeifnecessarR.Pointoutthatthecustomerwon’thaveanRworries,atleastnotuntiltheRneedanupgrade. [pause] TwentR-two

It’sagoodideatoletthecustomerknowwhRthere’sbeenaproblem-itshowsRouarepreparedtobehonest,andRoumightwinabitofsRmpathR.TheRrealisethatthingsdon’talwaRsgorightforthesuppliereither.ButthemostsatisfactorRthingtodoistoofferarefund.Then,ofcourse,theRaremorelikelRtodealwithRouagainwhentheRneedareplacement. [pause]

Nowlistentotherecordingsagain. [pause]

ThatistheendofPartTwo. [pause]

PartThree.

Questions23to30.

RouwillhearJohnSergeant,aretailanalRst,beinginterviewedaboutachainofclothingstorescalledSangra.

Foreachquestion,23-30,markoneletter(A,BorC)forthecorrectanswer. AfterRouhavelistenedonce,replaRtherecording. Rouhave45secondstoreadthroughthequestions. [pause]

Nowlisten,andmarkA,BorC. [pause] Woman:

ThebigclothingretailerSangraiscurrentlRinthenews,andheretotalkaboutitsdifficul

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tiesisretailanalRstJohnSergeant.

Man: Hello.

Woman: John,whRhaveSangra’ssalesfallensomuch? Man:

Well,theR’vestartedusingtopdesigners,butittakestoolongtogetthedesignsfromthedrawingboardintotheshops.Sangrahaven’trealisedthatfashiontrendsaremovingfasterthanever,andtheRneedtoreactmuchmorequicklR.Asaresult,theRaren’tattractingRoungershoppers.ItreallRmakeslittledifferencewhodesignstheirclothesorwhatthestoreslooklikeifpeopledon’tfeellikegoingin.

Woman: TheR’vebeenverRshort-sighted,haven’ttheR? Man:

That’sright.Sangra’sstrengthisinthemiddlemarket,butshoppersnowwanteithereRpensivedesignerlabelsorlowprices.Atthesametime,otherstoreshavestartedtocompeteforthesamecustomers,butareofferinglowerprices.Sangra’sresponsetothesedangershasbeenanadvertisingcampaignwhichwasrightofftarget,andwhichactuallRseemstohavelostthemcustomers.AndamazinglR,theR’restillrunningit.

Woman: ThelastChiefERecutivewasthoughttoberesponsibleformanRofthemistakes,wasn’the? Man:

Throughoutthenineteennineties,thecompanRwasmanagedbRDenisHoward,whowasastrongleader.HedecidedonthepolicRofacquisition,andtobefairtohim,hemanagedtopersuadetheBoard.Butwhensalesfell,Howardwasforcedout.Ifhe’dalreadRgotsomebodRinpositiontotakeover,everRthingmighthavebeenfine,butasitwas,aboardroomargumentbrokeout.That’swhenthecompanR’sproblemsstarted.

Woman: Sowhatshappeningnow? Man:

Thenewmanagement’sstartedahigh-costpolicRofintroducingwhattheRcallthe‘lifestRle’ideaintothestores,groupingmerchandiseaccordingtothetargetcustomer.ForeRample,insteadofdressesinonearea,shoesinanother,theRhaveonesectionaimedatactiveadults,anotheratteenagers,andsoon.Thestaffseemtobebehindthem,buttheR’refindingthatmostofthestoresjustdonthavethefloorspaceforit.

Woman: IsthisthesolutiontothecompanR’sproblems? Man:

NotreallR.TheRrealsotrRingtomakesavings,likecuttingthenumberofhigher-paidstafftoimproveproductivitR;buttheeffectisminimal.Thefactisthatmarginsinretailingarebeingcut,andSangrawillhavetodothesameiftheR’retosucceed.I’msurethiswillbetheirneRtstep.OrelsetheR’llhavetostartshuttingpoorlRperformingstores,butthatmeansshuttingallofthem.

Woman: DoRouthinkit’ssufferingfromitsold-fashioned,top-downstRleofmanagement? Man:

Res,buttheR’rebeginningtochange.TheR’regoingtohavetotakemuchmorenoticeofwhatshopperswant,butatthemoment,theR’reworkingtoreducethetimeittakesfornewproductstobemanufactured,soforthefirsttimetheRandtheirsuppliersareco-operatingtomakeimprovements.Tobehonest,ifthemanagementwerelessautocratic,theRcouldalsolearnalotfromtheirstaff.

Woman: WhatwouldbeRouradvicetoSangra? Man:

TheRneedtorememberthattheirRearsofsuccesscamefromsupplRingabroadrangeofordinarRclothes.TheR’vemadetoomanRmistakesrecentlR,likemovingintodesigneritems.TheRshouldstopplaRingwithnewideasandjustdowhattheR’regoodat.Thereisn’treallRasafealternative.

Woman: HowisthecompanRlikelRtochangeintheneRtfewRears?

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Man:

TheirmainactivitRwillstillbethesame,eveniftheRdecidetofollowthetrendintobigout-of-townstores.Theirventureintofinancialservicesandfoodhalls,bothofwhichareduetostartthisRear,willhaveaconsiderableeffect,thoughwhetherforgoodorbadremainstobeseen.AndwemaRwellfindSangrastoresopeningabroad,andmRguessisthatit’llbethroughacquisition.

Woman: JohnSergeant,thankRouverRmuch. Man: ThankRou. [pause]

Nowlistentotherecordingagain. [pause]

ThatistheendofPartThree.RounowhavetenminutestotransferRouranswerstoRourAnswerSheet. [pause]

Note:Teacher,stoptherecordinghereandtimetenminutes.Remindstudentswhenthereisoneminuteremaining.

Thatistheendofthetest.

TEST10

ThisistheBusinessEnglishCertificateVantage4,ListeningTest2.

PartOne.Questions1to12.

Rouwillhearthreetelephoneconversationsormessages.

Writeoneortwowordsoranumberinthenumberedspacesonthenotesorformsbelow. AfterRouhavelistenedonce,replaReachrecording. [pause]

ConversationOne. Questions1to4. Lookatthenotebelow.

RouwillhearamanclarifRingsomeinformationaboutabalancesheet. Rouhave15secondstoreadthroughthenote. [pause]

Nowlisten,andfillinthespaces. [pause] Man: Hi,Tomhere.CouldIspeakwithBill? Woman: SorrR,he’sout.CanItakeamessage? Man: Thanks.It’saboutsomequeriesBillhadaboutthebalancesheetIprepared. Woman: WhichbalancesheeteRactlR?TheoneforthelastfinancialRear? Man: ActuallR,itwastheoneforthelastquarter. Woman: OK,gotthat. Man:

TherewereseveralthingsBillwantedtocheck.FirstlR,heaskedabouttheliabilitiesfigures.HethoughtthefiguresincolumnAmightbeforcurrentliabilities,butinfactthosefiguresindicatethelong-termones.

Woman: OK,I’vegotthat.WhatneRt? Man:

Theassetsfigures.HewonderedeRactlRwhattheRcover.ActuallR,I’veputthecurrentassetsthere,butI’vestillgottoworkoutthefiRedassetsandtheintangibleassetsbeforeIincludethem.

Woman: Thanks.AnRthingelse? Man:

Onelastthing.Alsoaboutassets.Billwasn’tsurewhatthefiguresinbracketsinsectionfourreferto.HethoughttheRmightrepresentaveragefiguresforthelasttwoRearsorsomethin

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glikethat.Infact,theRshowlossesoverthatperiod.

Woman: Thanks.I’llpassallthaton. [pause]

Nowlistentotherecordingagain. [pause]

ConversationTwo. Questions5to8. Lookatthenotesbelow.

Rouwillhearamanleavingavoicemailmessageaboutanegotiatingproblem. Rouhave15secondstoreadthroughthenotes. [pause]

Nowlisten,andfillinthespaces. [pause]

Hi,George.ThisisKristoffcallingfromAustralia.It’saboutthecontractnegotiationforconstructingthefactorRinMelbourne.Ourclientdoesn’twanttoagreethedateforthecompletionofthesecondstage,eventhoughitwasacceptedwhenweputinourtender.Wespecifiedthatwecouldn’tcompleteinlessthansiRmonths.NowtheR’resaRingtheRwantitbroughtforwardamonth.Thisisaproblem,becausetheRwanttoputinapenaltRclausewhichstatesthatforeverRweekwearelate,wehavetopaRthreepercentofthetotalcost.Ican’tagreetothisatall.We’realreadRusingourbesttechnicalemploRees,andtheonlRwaRwecancompleteinfivemonthsisifweusemoreunskilledstaffrightfromthebeginning,which’llmeanasubstantialinvestmentwhichwehadn’tbudgetedfor.There’soneincentive,however;insteadoftheusualbonus,we’llbeawardedthecontractfortheirneRtprojectifwecanmeettheirnewdeadline. [pause]

Nowlistentotherecordingagain. [pause]

ConversationThree. Questions9to12. Lookatthenotesbelow.

Rouwillhearawomantelephoningacolleagueaboutanewproject. Rouhave15secondstoreadthroughthenotes. [pause]

Nowlisten,andfillinthespaces. [pause] Man: Hello.JoeFischerspeaking.

Woman: Joe,it’sWilmahere.CanIhaveawordwithRouaboutthee-commercewebsite? Man: Ofcourse.Howdidtheinterviewsgo? Woman:

Well,werecruitedaneRcellentbusinessanalRstthismorning-he’lljointheteaminaweekorso.There’sstillagapforasoftwareengineer,though,andwe’llhavetofillthatassoonaspossible.

Man: I’llaskaroundandseeifanRoneisabletotransferfromotherprojects. Woman:

Thanks.Also,doRouthinkRoucouldproduceareportforseniormanagementbRtheendoftheweek?TheR’dlikeanideaofthetimingoftheproject.

Man: Noproblem.WhatelseshouldIinclude?

Woman: LetusknoweRactlRwhathardwareRou’llneed.ThebudgetalreadRallowsforthat. Man: OK-anRthingelse? Woman:

Res-whenRoudescribetheproject,wouldRoumakesureRouspellouttheobjectivesinclear,straightforwardlanguage?CertainmembersoftheBoardhavetheirdoubtsthatitwillbringabouttheresultswepromised.

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