单选题
From: helena21 @ martelsoft.com To: kimura@ martelsoft.com Subject: Today's Meeting Date: July 27 Dear Mr. Kimura, Senior management decided in a meeting today to make changes to our present customer service system. We currently average over 4,000 customer calls per day to our Fargo city call center, but have only 85 personnel to deal with these. The lack of staff has led to longer phone waits for help, resulting in customer dissatisfaction. To maintain our reputation, this situation must be resolved. Operations Head Margo Patterson recommended hiring up to 50 more personnel in the Fargo center. Chief Financial Officer Ricardo Gomez, however, warned that hiring more staff would place an additional cost burden during a period when we are already experiencing financial losses. After some discussion, it was tentatively agreed to utilize the low-cost alternative of shifting all of our customer service facilities overseas. We had Bangalore, India, in mind since many North American companies are already operating there. Mr. Gomez believes that solution would save us up to $150 million in costs in the first year alone. Contact me as soon as possible so we can make plans to speak with appropriate companies or consultants who can help us to do this. Best Regards Helena Greene Senior Vice-president Martel Software Inc.
单选题
What is indicated about Martel Software Inc.? A. Its technology has fallen behind its rivals'. B. Its oversized staff has reduced profitability. C. Its sales calls success rate has decreased. D. Its ability to help customers has declined.
【正确答案】
D
【答案解析】如果文章是电子邮件，我们就必须先确认“From(发件人)”、“To(收件人)”以及“Subject(题目/主题)”。在确认过这几部分以后，我们可以得知，这封邮件是向同一个公司的员工发送的关于某个会议的内容。在电子邮件中，一般都会在开头部分提到文章的主题。这封邮件也不例外，在第一段中间处我们可以看到“The lack of staff～”这一句，其中谈到“人手不足会导致客户的不满”。由此可知，这篇文章的主题是有关客户服务的问题，所以是(D)。
单选题
What solution has been suggested? A. Shifting a function outside the company B. Investing more in modern technologies C. Marketing in numerous overseas markets D. Switching to a different business product
【正确答案】
A
【答案解析】商务邮件往往都有固定的模式，即：“工作内容”→“提出问题”→“解决方法及展望”。一般来说，不会在开头部分就谈解决问题的方法。这道题的解题线索在邮件的第三段“utilize the low-cost alternativeof shifting all of our customer service facilities overseas”这一句。简单地说，解决问题的方法就是把客户服务业务转移到海外，以此来降低成本。因此是(A)。