剑桥商务英语-剑桥商务英语高级模拟4

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1、剑桥商务英语高级模拟4READINGPARTONE•LookatthestatementsbelowandatthefiveextractsfromanarticleaboutWebhostingprovider,itsresellerandoutsourcing・•Whicharticle(A,B,C，DorE.doeseachstatement1—8referto?•Foreachstatement1—8,markoneletter(A,B,C,DorE・onyourAnswerSheet.•Youwillneedtousesomeoftheselettersmorethanonce

2、・AQualitysupportneedbeatoppriorityforanyseriousWebhostingprovider.Customers,especiallyindividualsandsmallbusinessesexpecttimelyandinformativecustomersupport.Notingthatthemajorityofaresellerfsclientscomefromthisconstituency,supportmustbeacentraltenantofavendor1sofferings.Unfortunately,becausemosth

3、ostingresaleoperationsaresmall,oftenresellerscannoteffectivelydealwithincomingsupportrequests.Theresultisusuallyanunsatisfiedclientbasethatdoesnotobtaintimelyresponsestotheirsupportinquiries.BWhencustomerscannotobtainadesiredleveloftechnicalsupporttheyobviouslygetfuriousandlookforchange.Itisthusi

4、ncumbentupontheresellertoestablisheffectiveandefficientmeansofprovidingtechnicalsupporttotheirclientsinordertosatisfycustomerexpectations.Resellerscanobtainhigherlevelsoftechnicalsupportiftheyoutsourcetheirownsupportinfrastructure.Byoutsourcingtechnicalsupportfunctions,aresellercanactuallyreducec

5、ustomercostswhileimprovingcustomersatisfaction.cOutsourcingcustomersupportservicesallowsaresellertoprovidetechnicalsupportwithouttheheadachesorcapitalexpenseofdeveloping,staffingandmaintaininganinternalhelpdesk.AtfastgrowingWebhostresellerbusinesses,over50percentofallincominginquiriescanbesupport

6、requests.AtthesmallestoftheseWebhostoperations,theseinquiriescandetractfromotheressentialareasofbusiness,suchassalesandmarketing

7、owofferexpertsupportsolutionsthatcanactuallyexpandthecomplexityandbreadthofsupportoperations.Anybasicprovidershouldoffertoll-freetelephonesupportand24-houre-mailsupportinquiriesataminimum.Theirinquirysupportsarethemost