BEC中级口语复习资料.doc

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1、What'simportantwhen…?1.MonitoringthequalityofserviceprovidedFeedbackfromthecustomersA:Feedbackfromthecustomersisveryimportantbecausefeedbackcanreflecttheopinionofthecustomersonthequalityofyourservice.Togetthisfeedbacka.s.a.p.andanalyzeitcarefullyisveryhelpful.Fromthisfeedba

2、ckyoucanknowwhatyourcustomersthinkofyourservicewhattheyarenotsatisfiedwithandhowtheylikeyoutoimprovethequalityofyourservice.Onceyouknowwhatyourcustomerswantyouwillhaveaclearobjectivetoimproveormaintainthequalityofyourserviceandyourmonitoringwillbemoreeffective. Checkingsale

3、sfiguresA:whenwemonitorthequalityofserviceprovidedwemustfirstcheckoursalesfigures.Salesfiguresisoneofthemostimportantfactorsintestingiftheserviceyouprovidehashighqualityandifthecustomersaresatisfiedwithyourservice.Ifyoursalesfigurescontinuetogrowthatmeansyousucceedinmaintai

4、ningthequalityofyourserviceandyourcustomersareconfidentwhenchoosingyourservice.Ifthereisasuddendecreaseinyoursalesfigurethatwillprobablymeanthatyouarenowintroubleandthequalityofyourserviceisdecliningorunderminedbysomefactorsofuncertainty,whichmeansyouhavetocheckthewholequal

5、ity-controlsystemtofindoutwheretheproblemis. 2.ChoosinganewsalesagentExperienceofagentA:weshouldfirstconsidertheexperienceoftheagentwechoose.Themoreexperiencetheagenthasthemorechanceheorshewillhaveindealingwithsales.Anexperiencedagenthasprofoundknowledgeonsalesandisveryprof

6、essionalinpromotingsalesandsellinggoodstocustomers.Furthermoreexperiencedagentmayhaveestablishedhisorhersaleschannelsorrelationswhicharethekeyfactorstothesuccessofsales.Theycanhelpyoutoenteroropenupmarketsquicklyandeffectivelywhichwillsavealotofyourmoneyorenergy. Numberofco

7、ntactsA:weshouldfirstconsiderthenumberofcontactsouragentshave.Themorecontactstheyhavethemoresaleschannelstheymayhaveestablishedbefore.AsPRisgainingitsimportancenowadaysanagentwithfrequentcontactswithbothcustomersandclientsismoreurgentlyneededtohelpuscompetewithourrivalsandw

8、ininthehighly-competitivemarket. 3.PlanningthelayoutofanewstoreAttractivenessA:ino