填空题How to Handle Customers' Complaints... Complainers can damage a company faster than you can say "I'm sorry." But the companies with savvy are turning them into loyal buyers. Fred Jerome survived a frequent flyer's nightmare. Boarding at 9:30 Pan Am shuttle in New York one morning, he expected to arrive in Boston in plenty of time for an afternoon of business meetings. However Logan Airport was blanketed in fog and the pi- lot circled for two hours before landing in Hartford Connecticut, to refuel. "No one may leave the plane" the pilot announced, frustrating passengers who wished to switch to a rental car or use a telephone. When he then said he was returning to La Guardia Airport some passengers protested in fury. He relented and finally landed in Boston about 4pm. Jerome caught a flight home and arrived in New York at 6.30. His day was ruined and he was exhausted and angry. What should the company do for angry customers? to those who have tackled the issue almost anything it can. (9) Simply listening to complaints boosts brand loyalty that is, a customer's tendency to buy again. "The key is getting customers to complain to the company rather than just to their friends", says John Goodman president of a consulting firm that has been studying corporate complainers for over a decade. (10) The average return for makers of consumer durables like washing machines and refrigerators is 100%. In other words, if manufacturers spend $1 million on handling complaints, they get $2 million in benefits. For banks it is as much as 170%. The payoff can be even higher in retailing where top quality service is essential for keeping customers. Maryanne Rasmussen, vice president in charge of world-wide quality at American Express says, "The formula I use is' Better com- plaint handling equals higher customer satisfaction equals higher brand loyalty equals higher profitability."The growing evidence that customer happiness affects the Profits and Loss report is one reason that firms like Coca-Cola and British Airways have invested billions of dollars to improve complaint handling. (11) Pan Am's response to Fred Jerome was a case study of how not to handle complaints, At the end of Jerome's 9 hour ordeal, a Pan Am steward advised him to complain to the customer service unit at the airline's New York Headquarters. Jerome went to the headquarters only to be told that Pan Am's LaGuardia Airport office handles complaints about the shuttle service. (12) He finally reached a representative who told him coldly, We are not responsible for delays caused by the weather.Jerome expressed his frustration by writing a column for the New York Times. (13) John Siefert, a vice. president of the Eastern Air Lines shuttle, sent Jerome a sympathetic letter of. fering him a free flight. Jerome declined. I would have been happy with an apology from Pan Am he says. Pan Am Says it wrote to Jerome. He says he still has not heard from the airline and now will fly the Pan Am shuttle only as a last resort. (14) 80% of complaints are from travelers who are dissatisfied with the airlines' responses to problems. Interestingly the three airlines including Pan Am, and Eastern which lest the most money last year also attract the most consumer complaints. Far fewer complaints come from fliers on the healthiest US airlines. Dan Smith director of consumer affairs at the International Airline Passengers Association in Dallas, says these carriers satisfy unhappy clients by always giving a full explanation if they can' t comply with a request for action.A What should the company do for angry customers?B Studies show customers tell twice as many people about bad experience as good ones, so complainers who are left unhappy can ruin a company's image.C Customers seem to appreciate companies more if top managers hear their complaints.D some 20 letters and calls from other annoyed air travelers.E The person he tried to contact at the airport was not there, and omitted to reply to a message Jerome left.F The firm used dozens of business factors to calculate the return on investment involved in a company establishing service units that handle complaints and inquiries.G In the airline industry, the correlation between customer contentment and profitability is strong.H Programs include intensive staff training, liberal refund policies and ways of helping customers make complaints to the company like free phone calls.

填空题 Technical writersTwenty years ago, there were only a few technical writers and they were employed to write complicated specifications for computer programmers or aeronautical engineers. These days (31) is a rapidly expanding profession and technical writers are in great demand. They are now involved (32) producing all kinds of documentation, from the user guides that come with word processing packages (33) sophisticated online tutorials. Surprisingly, it is not always necessary to have (34) strong technical background in order to become a technical writer. However (35) are certain skills which every technical writer must possess.Firstly, it is very important to be able to write well. This means (36) only knowing the basics of spelling, grammar and punctuation, but also having the ability to condense and organise complicated information to (37) it simple to understand. A good writer must also be able to cope with meeting tight deadlines.As far (38) career prospects are concerned, after gaining valuable experience, many technical writers have the opportunity of taking on management roles. They may then (39) responsible for the work of other writers within a particular company, or they may prefer to become contractors. This means selling their services through an agency employing many freelance technical writers (40) services are charged to companies at an hourly rate.

填空题Readtheinterviewswithtwoexecutivesaboutbusinesstravel.Matchthestatementstotherightperson,AmyNauiokasorTonyBookorboth.doesn'tusepublictransportTonyAmericanAmyNauiokasisthemanagingdirectorofBarclaysWealth,thededicatedstockbrokingarmoftheBarclaysBankGroup.ShetravelsaroundtheUKandtotheUSandAsiaonbusiness.'IhaveabudgetandIbookmytraveldirect.Idoquitealotoflong-haultravel,soIhaveacertainroutineworkedout.IkeepawakeifthegoalistosleepwhenIarriveandIgotosleepifIneedtoworkwhenIgetofftheflight.OftenwhenI'mcomingbackfromNewYorkI'llgetthelastflight,sleepontheplane,arriveat6amandgointotheoffice.I'mquiteluckybecauseIcansleepanywhere.Alsoluckily,whenIgolong-haul,thecompanypaysformetotravelbusinessclass.''IthinktheUKrailsystemismuchbetterthantheoneintheUS;mindyouI'mnotsosureaboutLondonunderground.TheNewYorksubwayismuchmorereliable,itwouldneverjuststopbetweenstationsfornoapparentreason.''Ilikesmall,boutique-stylehotels.Mystrategyistofindahomeawayfromhomeandmyhomeismorelikeasmallpropertythanoneofthesegianthotels.InNewYork,IrecommendtheMercerinSoho.IstillthinkthefunplacetodobusinessisNewYork;Ijustthriveonthepaceandstyleofit.Idon'tthinkyoucanfindabusinessculturethatismoredirect.InEngland,everyoneisverypleasant,butittakesmeabitlongertofindoutwhenthereareproblems.'RenewableenergyentrepreneurTonyBookshunsthetypeofbigcarsusuallyassociatedwithmanagingdirectorsandinsteaddrivesupto30000milesayearinaToyotaPrius,thehybridcarwhichusesabatteryandpetrol.'Publictransportissobad.AtleastinthehybridcarI'mgettingupto600milesonatankofpetrol.Weshouldallbeawareoftheenvironmentandmypethateisthosebig4X4s.'TonyBookistheMDofRiomay,oneofthecountry'sleadingsuppliersofwaterheatingandsolarpanels.HetravelsaroundtheUKandtheworld,particularlytotheFarEast,onbusiness.Hefliesalotthough,whichisbadfortheenvironment.'Ialwaysgoforthecheapestflight,whichIbookmyself,andhavenorealpreferencesforparticularairlines.Idon'ttravelbusinessclassbecauseIcan'treallyseethepoint.Youdon'tarriveanyquickerorfresher.Whenyou'vegotyourowncompanyandit'scomingoutofyourpocket,youtakeadifferentview.Mindyou,I'lllookforupgradesifIcangetthem.''Whenlookingforahotel,Iwantvalueformoney,comfortand,ifI'mstayinginacity,somewhereinadowntownlocation.IlookontheInternetandbookhotelroomsafterseeingavirtualtouroftheplace,butIdon'thaveanyfavouritesorrecommendations.Istayashighupaspossibletogetagoodviewofacity,smogpermitting.IlovevisitingJapan.It'salandofcontrasts:teemingmillionsinthecities,butinthecountry,it'sincrediblybeautiful.'

填空题The Power PrincipleReal power in a company amounts to having the ability to get the objectives you want, through direct action or persuasion. And the truth is that anybody can wield enormous power if they know how. Power comes from understanding all the key players and what objections they might put (31) your way. Treat it like a game of chess: you need to be thinking many moves (32) of your rivals and opponents. People need to feel they have choices, and it is very (33) better that you present your plan with several options (34) than just one. However, only one should be credible, or the others should lead to the same objectives, (35) as to be sure of achieving the result you want. Identify the ultimate decision-maker and anticipate their likely reaction to your proposal, If you feel it won't be favourable you need to work out a strategy to convince them otherwise, either by soliciting influencers - people who can persuade tile key ,decision-maker - (36) by changing their minds directly.But do not ask them directly. You will find (37) very difficult to turn your proposal into reality if they say no. Even the (38) enlightened of people do not like (39) seen to change their minds or to have made a wrong judgement. And this means that (40) was a relatively simple job of convincing them of the merits of your plan becomes an uphill struggle of getting them to admit they were wrong.

填空题·You will hear five different business people talking about business success secrets related to good customer service. ·For each extract there are two tasks. For Task One, choose business success secrets described from the list A—H. For Task Two, choose the experience from the list A—H. ·You will hear the recording twice. {{B}} TASK ONE—BUSINESS SUCCESS SECRETS{{/B}} ·For questions 13—17, match the extracts with business success secrets, listed A—H. ·For each extract, choose business success secrets stated. ·Write one letter (A—H) next to the number of the extract. A Honesty to your customers B Training staff to be concerned about customers as we are C Business to customer loyalty D The customer is always right E Providing true customer service F Setting up a sales incentive program G Tiering your customers H Distributing free samples to customers

填空题Matcheachadvertisingslogantothecorrectcompany.fastandefficientserviceinnovativestate-ofthe-artdesignsunbeatablevalueformoneyneatandcompactsolutionsup-marketdesignerlabelsatlowpricesreliablequalityequipmentmordenfunctionalfurniture1.______2.______3.______4.______5.______6.______

填空题 May 18, 2007 Dear Mr. Smith, We are writing {{U}} {{U}} 1 {{/U}} {{/U}}you {{U}} {{U}} 2 {{/U}} {{/U}}the recommendation {{U}} {{U}} 3 {{/U}} {{/U}}Mr. David Arnold, the accountant {{U}} {{U}} 4 {{/U}} {{/U}}D.L. Cromer Ltd. {{U}} {{U}} 5 {{/U}} {{/U}}Stains, Middlesex. He advised us to contact you as a referee, concerning credit facilities, which his company has asked us {{U}} {{U}} 6 {{/U}} {{/U}}. Could you confirm that the company settles {{U}} {{U}} 7 {{/U}} {{/U}}due dates, and is sound enough to meet credits of {{U}} {{U}} 8 {{/U}} {{/U}}to $8,000 in transactions. We would be grateful {{U}} {{U}} 9 {{/U}} {{/U}}a reply {{U}} {{U}} 10 {{/U}} {{/U}}your earliest possible convenience. Yours sincerely, J. Peteroon Sales Manager

填空题 Special Products Co.—How to Order Our speciality is our convenient catalogue system. Instead of Spending time going to a shop, you simply order it direct from us.41 Ordering is easy and delivery fast. Once received, your order will42 normally be dispatched within 72 hours. We will inform to you43 immediately should any items be out of stock. If you are net happy44 with your purchases please return than to us within the 15 days in their45 original packaging and we will return you for in full. Quality is our main46 criterion. Each item is under unconditionally guaranteed for 6 months.47 You will receive a receipt and With your order which is your guarantee.48 In the unlikely event of damage to an item during delivery, should please49 contact with us immediately on 0197 3101772 and we will arrange for50 its return or replacement.51 All prices and promotional52 offers are valid until 30th September.

填空题 TASK TWO—DISADVANTAGE· For questions 18—22, match the extracts with the disadvantages, listed A—H.· For each extract, choose the disadvantage stated.· Write one letter (A—H) next to the number of the extract. A Unlimited liability B Short length of life C Limited source of funds D Difficulties in withdrawing E Unfair profit-sharing for new partners F Limited management G Limited employee skills H Owner conflict

填空题Accounting Accounting is the process of systematically collecting, analyzing, and reporting financial information. Bookkeeping is essentially record-keeping which is part of the overall accounting process. A private accountant is hired by a specific organization to operate its accounting system and to interpret accounting information. A public accountant performs these functions for various individuals, or firms, on a professional-fee basis. (9) . The accounting process is based on the accounting equation, assets = liabilities+ owners' equity. (10) .There are five steps in the accounting process: 1) Source documents are analyzed to determine which accounts they affect. 2) Each transaction is recorded in a journal. 3) Each journal entry is posted in the appropriate general ledger accounts. 4) At the end of each accounting period, a trial balance is prepared to make sure that the accounting equation is in balance at the end of the period. 5) Financial Statements are prepared from the trial balance. (11) . A new accounting cycle is then begun for the next accounting period. The balance sheet, or statement of financial position, is a summary of a firm's assets, liabilities, and owners' equity accounts at a particular time. (12) . On the balance sheet, assets are categorized as current (convertible to cash in a year or less), fixed (to be used or held for more than one year), or intangible (valuable solely because of the rights or advantages they confer). (13) . For a sole proprietorship or partnership, owner's equity is reported by the owner's name in the last section of the balance sheet. For a corporation, the value of common stock, preferred stock, and retained earnings is reported in the owners' equity section. An income statement is a summary of a firm's financial operations during a specified accounting period. (14) . Operating expenses are then deducted to compute net income from operations. Finally, non-operating expenses and income taxes are deducted to obtain the firm's net income after taxes. The information contained in these two financial statements becomes more meaningful when it is compared with corresponding information for previous years, for competitors, and for the industry in which the firm operates. A On the income statement, the company's gloss profit on sales is computed by subtracting the cost of goods sold from net sales. B These ratios provide a picture of the firm's profitability, its short-term financial position, its activity in the area of accounts receivable and inventory, and its long-term debt financing. C Similarly, current liabilities are those that are to be repaid in one year or less, and long-term liabilities are debts that will not be repaid for at least one year. D Double-entry bookkeeping ensures that the balance shown by the equation is maintained. E This statement must demonstrate that the equation is in balance. F Accounting information is used primarily by management, but it is also demanded by creditors, suppliers, stockholders, and government agencies. G Once statements are prepared, the books are closed. H Bookkeeping is essentially record-keeping which is part of the overall accounting process.

填空题 ·You will hear five different business people talking about business secrets related to good customer service． ·For each extract there are two tasks．For Task One，choose which business success secret described from the list A-H．For Task Two，choose the experience from the list A-H． ·After you have listened once，replay the record． Task One-Business Success secrets ·For questions 13-17，match the extracts with business success secrets，listed A-H． ·For each extract，choose which business success secret stated. ·write one letter(A-H)next to the number of the extract． A．Honesty to your customers B．Training staff to be concerned about customer as we are C．Business to customer loyalty D．The customer is always right E．Providing true customer service F．Setting up a sales incentive program G．Tiering your customers H．Distributing free samples to customers

填空题Transacting Business via Electronic Data The term e-commerce embraces all the ways of transacting business via electronic data. (9) and it is the internet that has put e-commerce near the top of the corporate agenda in the first years of the 21st century. (10) but it embodies a revolutionary idea: that electronic commerce is qualitatively different from ordinary time-worn commerce, that ( in the jargon) there is a paradigm shift in the way that business is conducted in the world of e-commerce. Doing business via the internet is not only much quicker and much cheaper than other methods, (11) There is the much-vaunted death of distance: a customer 10,000 miles away becomes as accessible as one around the corner. And e-commerce has created the phenomenon of the long tail. (12) In its April 1999 report "Making Open Finance Pay", Forrester Research, an American research company, gave examples of the way in which the internet had altered the pricing structure of a number of industries, particularly those with high information content. Before the advent of the internet it cost $100 to make an equity market order. Afterwards it cost just $15, an 85 % fall in price, far more than could ever have been gleaned from traditional economies of scale. This is a revolution for organizations whose structures and strategies have built-in assumptions about relationships between price and volume. (13) Online sales in the United States are reckoned to have grown by some 18% in 2007. The country's five largest online retailers (often called e-tailers) were Amazon, Staples, Office Depot, Dell and Hewlett-Packard. Dell became a market leader in computers through early use of the internet to sell goods and services direct to consumers, and to buy components from suppliers. Financial service offerings over the internet have also sprouted like mushrooms, (14) At Charles Schwab, an American retail brokerage firm, it took just three years for online dealing to account for more than half of all its securities trading. A. Furthermore, economies of scale are undermined B. although security issues have imposed some restraint on the industry C. E-commerce is merely an elision of electronic commerce D. E-commerce also allows unknown firms to establish new businesses cheaply and rapidly E. Electronic commerce has grown rapidly F. But it is most closely identified with commerce transacted over the internet G. though the security challenges is being faced as a result of engaging in electronic commerce H. it is also thought to overturn old rules about time, space and price

填空题There are no formal agreement about swindling in the world.

填空题Many people worry about some electronic creations made by human can surpass human creators.

填空题I (look) ______ into the problem, and appears that the catalogue (be) ______ out of date.

填空题amalgamation