BEC中级口语复习资料

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What's important when…?

1. Monitoring the quality of service provided

Feedback from the customers

A: Feedback from the customers is very important because feedback can reflect the opinion of the customers on the quality of your service. To get this feedback a.s.a.p. and analyze it carefully is very helpful. From this feedback you can know what your customers think of your service what they are not satisfied with and how they like you to improve the quality of your service. Once you know what your customers want you will have a clear objective to improve or maintain the quality of your service and your monitoring will be more effective.

Checking sales figures

A: when we monitor the quality of service provided we must first check our sales figures. Sales figures is one of the most important factors in testing if the service you provide has high quality and if the customers are satisfied with your service. If your sales figures continue to grow that means you succeed in maintaining the quality of your service and your customers are confident when choosing your service. If there is a sudden decrease in your sales figure that will probably mean that you are now in trouble and the quality of your service is declining or undermined by some factors of uncertainty, which means you have to check the whole quality-control system to find out where the problem is.

2. Choosing a new sales agent

Experience of agent

A: we should first consider the experience of the agent we choose. The more experience the agent has the more chance he or she will have in dealing with sales. An experienced agent has profound knowledge on sales and is very professional in promoting sales and selling goods to customers. Furthermore experienced agent may have established his or her sales channels or relations which are the key factors to the success of sales. They can help

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you to enter or open up markets quickly and effectively which will save a lot of your money or energy.

Number of contacts

A: we should first consider the number of contacts our agents have. The more contacts they have the more sales channels they may have established before. As PR is gaining its importance nowadays an agent with frequent contacts with both customers and clients is more urgently needed to help us compete with our rivals and win in the

highly-competitive market.

3. Planning the layout of a new store

Attractiveness

A: in order to plan the layout of a new store we must improve the attractiveness of our store. The layout of the store should reflect our value and concept and should be in harmony with the environment we create. It will make our customers feel comfortable when they are shopping or visiting our store. We must introduce more

customer-friendly design and use them in the layout of our store to ensure that every customer visiting our store is satisfied with the convenience we bring to them. In a word we must spare no efforts to enhance the attractiveness of our store.

Security of goods

A: of course we should first take the security of goods into consideration. It is our hope that every customer visiting our store can feel comfortable and we are reluctant to see any customer be hurt due to the neglect of security of goods. For example goods such as cosmetics or kitchen utensils which are not suitable for children to touch will be place at a relatively safe place and attached with labels warning the potential dangers. Goods which are placed at high places will be watched closely by our staff especially when our customers touch or remove them.

4. Aiming to reduce staff turnover