【正确答案】a．Introduce the complaint I'm sorry to have to say this, Kate, but... I'm sorry, but... The problem is with the product itself. We have a problem with... The problem is that... Last night I had a phone call from one of my warehouse managers. The consignment arrived two days ago. We checked some of the items and... ...he switched it on and heard this... When we switched on... b．Demand action It's essential that we have these on the shelves by the end of this week. We need to have...
【答案解析】
问答题Strong complaints 强硬投诉
【正确答案】a．Describing the problem The problem is with the product itself. There's a problem with the circuitry on some of the units. There are two hundred faulty circuit boards. Our product is defective. This will damage our reputation in the market place. You have failed to meet the terms of the contract. The fax machine that we hired from you has broken down. b．Explain the problem The fax machine has broken down. The paper keeps jamming. c．Demand action We would like someone to come and fix it now. We need it fixed today. Would you please send someone straight away? You must repair the machine today. d．Refer to the agreement In the service agreement it says... e．Make a condition If you can't get it repaired today, then we will have to cancel our rental agreement. If you can't do it, then we will have to... f．Promising to do something I will get this sorted out immediately. I'm sending Peter Smith over on the next flight. I shall send Johnson to the suppliers. We can guarantee that it won't happen again. g．Discussing options We have three options: we can re-negotiate with Stanford Components, or we can work with Leno. A crucial factor is how quickly they can deliver. I don't think Rainbow is the best option. Price can't be a factor at this stage. I don't agree with you. I think we have to get the best service at the best price.
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问答题 Describing things and places 描述事物和地点
【正确答案】IT Games has a strong presence in America. Our office is closed. It's the Tower Suite. It's on the 26th floor. The sales figures are very impressive. News travels fast. Dealer Dang uses advanced technology.
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问答题 Dealing with complaints 处理投诉
【正确答案】Is it possible to talk to the manager, please? I'm afraid the manager's not here at the moment. The assistant manager is here. How can I help you, madam? Just let me check. I'm terribly sorry. It is entirely our fault. I am sorry about this confusion. Please accept last night's dinner with our compliments.