【正确答案】To: Roger Brown
From: Will Smith
Date: Oct. 23, 2009
Subject: Customer Relations Improvement
Introduction
The recent customers' satisfaction survey shows that our customers satisfaction rate is 58%, which is comparatively lower than the market average 65%, as advised by our marketing competitiveness consultant. Generally speaking, we are good at market rate, delivery time, and the issues that our customers are concerned with are flexibility in paying.
Findings
Currently we do not allow any flexibility in our customers pay time and amount. This saves our energy to manage our account. However, some of our long-term and valued customers would think that their need is not addressed. My recommendation to this is that for those customers that are with us for 3 years and above, and those customers whose purchasing volumes are larger than 20 tons per month, we can give favorable terms of 40 days other than 30 days.
Conclusion
This may slightly influence our cash flow. However, this is worth doing. It will only be applicable to our customers with good credit. This is our first step in differentiating the customers. This will make them feel that we treasure them, address to their needs, and also would like to provide support in their way of development. I believe that they would be stable and with us longer.

【正确答案】Question 2
Dear Mr. Green,
We have received your letter enquiring about the details of the recruitment. Thanks for your interest in our company and your application for a post as a manager for an overseas subsidiary.
Our company has a history of nearly 150 years and enjoys high fame as a high quality coffee producer. We advocate fairness, harmony and humanity. Our corporate culture is that all the employees have a role in the management and each of us is trying our best to make a contribution to the company's progress.
The manager's position is of vital importance for the future and further development of our subsidiary. First of all, the applicant should possess the ability to quickly have the overall situation under his control and to handle urgent matters. And as the head of the company not only does he have to know how to use talents, making the applicants serve our company better, but also learns to unite them as a team invigorated with fighting power. It will be very satisfying if the applicant has compelling experience related to this post.
Once an applicant is chosen, we will provide very satisfactory pay, a substantial salary, good welfare and comfortable working conditions.
Please do not hesitate to contact me if you need any further questions.
Yours sincerely,
Will Smith

【正确答案】Question 4
Introduction
This proposal aims at showing why employee loyalty has deteriorated and suggesting ways of improving the current situation.
Current situation
A survey among the employees has shown the low employee loyalty. The key findings are outlined as follows:
Unsatisfactory salaries and not enough fringe benefits are some of the real reasons for this problem. It is generally felt that the company's competitors offer higher levels of remuneration.
There appears to be a lack of information and resources needed for employees to do a good job. They also lack the necessary skills to meet the requirement of the job.
Measures
We strongly recommend the following measures:
Carry out a review of the current salary structure involving comparison with similar organization.
Provide regular and specific information and resources to employees based on the requirements. Also ensure, through ongoing training, that employees acquire the necessary expertise to fulfill their responsibilities.
Possible outcomes
By these measures we can undoubtedly establish employee loyalty and they will have a positive impact on the performance of the company.
Possible risks
The possible risks, if these measures are adopted, are that they are quite time consuming and this of course will lead to more costs. But a high turnover will be more rewarding.