题目内容
（请给出正确答案）
How can customers receive a discount？
A．By bringing in their children
B．By showing an advertisement
C．By purchasing multiple items
D．By attending the grand opening
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M: I often think about it, too. How will it develop？ How will it affect different areas？ Is this change going to be beneficial for me personally？
W: I have a friend who is a businessman and is very non-technical. Last year, when he found out he could play cards with friends all over the country on a computer, ho bought a portable computer. At first he used it mostly to play cards wherever he went, but now he's learned how to do other things on the Internet and he's fascinated by how the world changes and what that means from a business point of view.
M: There's no doubt the Internet will be a powerful commercial medium. It'll connect hundreds of millions of customers and open up huge markets for all kinds of products and services.
W: That's true. I can imagine companies sending advertisements directly to customers over the net. Customers, in turn, can examine and compare whatever goods they want to buy and tell their computers to find them at the best price offered.
M: Yeah. Your computer will be your representative and will spare no efforts in bargaining with the computers of various sellers. It'll be a shopper's heaven.
(27)
A．He played cards with people all over the world.
B．He played cards on the internet at first and later did other things with computer.
C．He was fascinated by how the world changes.
D．He understood the computer affected different areas.
听力原文：M: I can't believe you're still driving around in this piece of junk.
W: I can't afford to buy a new car.
M: I'll bet you can't afford not to buy a new car.
W: What do you mean by that？
M: Have you ever kept a record of how much you spend to keep this car running？
W: Well, no. But I'm sure maintenance costs are not as much as a monthly payment would be.
M: Have you thought about your losses in pay from the days you've missed work because this thing won't start？
W: It can't have been that much.
M: There are also the tow truck fees; the taxi and bus fares when you have to resort to taking them, and the amount you spend on fuel for this gas-guzzler of yours.
W: All right. You've proved your point, but have you seen how much new cars cost these days？
M: You don't have to buy a new car.
W: Sure, I could buy a used car, but how could I be certain I wasn't getting a lemon？ You know what used-car salespeople are like.
M: Why not get a used company car？ You know, companies such as those that rent cars must provide their customers with new ones. The cars are well maintained, and there isn't the wear and tear on them that there is on privately owned ones.
W: I'll bet they're expensive.
M: Not anything like a new one.
W: Well, I'll give this new car idea of yours some thought.
(23)
A．In tow truck fees.
B．In taxi fares.
C．In fuel consumption.
D．In monthly payments.
Listen to the dialogue. Then write the words you hear in the blanks. (I=Interviewer, IT= Indira Thambiah) I. Argos sells goods in its ____1_____ stores and online. How do you run these operations successfully _____2_______？ IT. The key to our success is that we treat the customer as a single _____3____, and we don't treat customers as online customers or store customers. Our experience shows that customers will sometimes buy online, sometimes order on the telephone and sometimes go into the stores to pick up goods. So we need to understand what our customers want at any one time or what our customers want depending on the product that they' re buying, and serve those customers in the most _____4______ way. In terms of our operation, our operations are fully ____5____. The prices that we show on the website are identical to the prices that you would pay in the store. You can call up a call center and enquire about an order that you, you placed through any channel, whether that's the store, the website or the telephone. And if you buy something from the website and you don't like what you've got you can return that item to a store. So running a ___6___ operation is the key to our success. We don't run operations side by side; we run a truly integrated multichannel offer. I. What do you think are the keys to success in online selling？ IT. I think the, the most important thing is to understand that customers use websites for lots of different reasons. Some people are coming to a website to actually buy something on that day; a lot of other people are coming to a website to ____7____ information either about a product or about the retailer, and the key to selling online is to understand or recognize what the customer wants when they're on your website and try and provide that information. So the keys for us are providing good _____8_____ and good information - technical information on all of the products that we sell; being very clear about the price of the product and any _____9_____ that are running alongside those products; being very clear to the customer about what the ____10____ options are for each individual product; and then, allowing them to find all of that information and then buy once they’re ready.
W: Fine.
M: How do you feel about your work in your first full year in the company？
W: Well, the job is exactly as it was advertised in the paper, so there have been no surprises. I like dealing with customers and 1 don't mind answering the phones and preparing invoices. Sometimes it's a bit boring to type long price lists, but someone has to do it.
M: That's true. Does anything make your job difficult？
W: The computer. To begin with, I was slow because I didn't know the program, but now I get annoyed when the computer just stops working for no reason. I think the computers are too old for our software and we need some new machines.
M: Is there anything else you would like to change？
W: Let me see. I'd like the manager to issue credit notes without having to ask you first. You're often away on business and sometimes customers ring up with a complaint. And if we can't contact you, then we can't deal with the complaint properly.
M: Yes, but some of our customers always find something wrong and try to get a credit note with every order. You can't believe everything they say. What about your objectives for the future？
W: Well, I need to get to know the customers better and try to make fewer mistakes. But I think the most important thing is to broaden my product knowledge, so I can help when customers make enquiries.
M: Don't worry, you'll learn all that in time.
(27)
A．Some time last year.
B．One year ago.
C．Over a year ago.
D．Half a year ago.
— Which company (A, B, C or D) does each sentence 1 - 7 refer to？
— For each sentence 1 - 7, mark one letter (A, B, C or D) on your Answer Sheet.
— You will need to use some of the letters more than once.
A
"We're ahead of our competitors in that every year we invite customers to headquarters to discuss their expectations for the next five years. In addition to customers, the meeting includes approximately 100 employees and suppliers. We parade our five-year plan, including such things as service, quality and on-time delivery, and involve everyone in a feedback process. The outcome becomes part of our long-range strategic plan, which is communicated to every employee in the organisation - a process we call management by planning."
B
"The approach we find we need to take to increasing customer satisfaction is systemic. There isn't an easy way to do it. Everything is interconnected and builds. In order to delight customers, you need smooth manufacturing processes, which means you need an accurate warehouse, which in turn relies on a good manufacturing requirements system and good suppliers. You can't accomplish one in isolation."
C
"As part of our improvement process, employees participate actively in raising customer satisfaction. They establish the areas in which they will be measured that translate into quality performance: things like, 'How quickly do you respond to a call？' or 'How effective are your dealings with the customer？' Feedback is provided regularly to employees. They analyse the data to determine when additional instruction and support are needed, or when processes need to be re-worked or improved, or when our goals need to be changed. They are also encouraged to keep an eye on the competition and how they are doing. These data are used for planning purposes."
D
"Our senior managers are constantly pulling the competition's products apart to see what they're doing. They've also done some benchmarking against our better competitors. There are a few good ones that make us run faster and harder. But, to be honest, in terms of new service initiatives, for example, we've had to look outside our industry to find what could be called 'best of breed'. We've milked our own industry."
Staff are invited to set the standards that are used to assess their productivity
How can customers save 10 percent？
A．By ordering online
B．By printing a coupon
C．By introducing a friend
D．By applying for a credit card
听力原文： New product introductions are healthy for the industry. They generate excitement in the marketplace and sales in your store. Many of your customers are anxious to learn about what's new. By having just what they've been looking for, the company can increase the bottom line while simultaneously meeting the end user's insatiable need for more, better, and faster.
At a recent industry convention, I heard a question, "How de we compete with other companies？" My reply is this: stay focused. Identify your advantage over them and maximize its potential. When new products come to market, the company becomes more than a place to buy power tools. You become a problem solver for the customer. This is a huge advantage over the other companies.
Many new products are more technical in nature. Therefore, they require salesmanship. The only way to get them into the hands of the people for whom they were designed is to take them directly to the job site and demonstrate them. This is one area where companies can sharpen their competitive edge.
Your customers are able to discern the difference between makeshift solutions and application-specific products. By focusing on their needs, industrial companies can offer the right solution for demanding jobs.
These solutions are coupled with the necessary product knowledge to educate the customer about u sing the product. This factor distinguishes your business from all of the others. Your customers aren't only buying a power tool from you--they're purchasing a value-added service that helps them become more profitable in their business.
With that in mind, let me turn the question a- round and ask, "How can other companies compete with the value-added service that you offer to customers？"
The answer is simple: They cannot if you focus on the aspects that distinguish the company. While the face of the tool industry is changing, there is one constant that will continue to direct its path: the end user's need for increased productivity. Companies are poised to sharpen their competitive edge by offering solutions to the highly specific needs of the professional.
•You will hear a talk presented by a reporter, about new product introduction.
•For each question 23-30 mark one letter (A, B or C) for the correct answer.
•After you have listened once, replay the recording.
The satisfaction of customers' desire for new products is______.
A．exciting
B．endless
C．upsetting
How can customers get a ticket？
A．By mail.
B．At a concert hall.
C．In person.
D．At the office.
Which of the following is most important in making a brand name popular？
A．Being easy to remember.
B．Having lots of advertisements.
C．Gaining support from associations.
D．Showing the benefits customers can have.
According to the bill, how can customers pay their bills online？
A．By filling out a form
B．By visiting a Web page
C．By e-mailing customer service
D．By calling a customer service hot line
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