简答题
中级
2014-03-19
In this part of the test you are given a discussion topic. You have 30 minutes to look at the prompt card, an example of which is below, and then about 3 minutes to discuss the topic with your partner. After that the examiner will ask you more questions related to the topic.
For twocandidates
Qualified Service
Your company is deciding to monitor the quality of service provided. You have been asked to help with this.
Discuss the situation together, and decide:
~ what are the ways to monitor the quality of service
~ what measures the company can take to improve the quality of service.
For three candidates
Qualified Service
Your company is deciding to monitor the quality of service provided. You have been asked to help with this.
Discuss the situation together, and decide:
* what are the ways to monitor the quality of service
~ what measures the company can take to improve the quality of service
~ what benefits qualified service can give to the company.
Follow-on questions
~ How can a company provide value to its customers?
~ What do you think a company can do to solicit feedback from customers?
~ Do you think customers' complaints will benefit business? (Why/Why not?)
~ What do you think a company can do to provide valuable service to customers?
参考答案
暂无
答案解析
A: It's very important for a company to monitor the quality of service. If customers are not satisfied with the company's service, then the company will lose customers. I think one way of monitoring the quality of service is to obtain feedback from customers to see how the business has met customer expectations.
B: You are right. We should know where our company has fallen short in providing value for customers; We can visit our customers, call them, send out written questionnaires and set up a hot line for customers to air their opinions about our service.
A: Good ideas. In addition to getting feedback from customers, we can also check sales figures regularly. Sales figures can indicate the degree of customer satisfaction. If sales figures go down, then there may be some problems with our .service, because we are losing customers.
C: What can we do if we want to improve the quality of our service.'? 1 think one effective way is to train our staff. We must invite some experts to train our staff to improve staff friendliness, the speed ofservice and learn to deal with customer complaints.
A: We can also hire experts to pose as routine custom. To evaluate the quality of service. Another way to improve the quality of service is to offer timely service. We must Provide the product precisely when it is promised and in the minimum amount of time.
B: We must also make sure that customers get theproduct in the place where they want.
C: Right. And the product we provide must be the right product our customers want, in other words, the design. Size, or the model of the product must meet customers' needs and expectations, there- fore, customers will be happy.
A: Customers will remain loyal and our company willkeep high sales figures.
Follow-on questions
~ It can provide value by making its products more durable, more reliable, easier to use or easier to maintain; by offering discounts; by trainingemployees to provide satisfactory service; and bydelivering the products more timely, etc.
~ It may visit customers, call them, or send out written surveys-to find out how satisfied theircustomers really are. It may even hire mystery shoppers to evaluate services.
~ I think they benefit businesses. Customer complaints offer organizations the opportunity to over-come problems and prove commitments to service, and businesses can gain innovative ideas for im-provement.
~ It can use promotional efforts such as advertising and value-based pricing or image pricing, etc. to communicate value to customers.
~ It's market research, which is a commonly usedway of learning about customers.
【参考解析】
这道小组讨论题的主题是策划新员工培训项目，相关背景是你们所在公司计划为新员工举办一次正式培训。请你们对此提出建议。讨论的分论点是新员工培训有没有必要和新员工培训应涉及哪些内容。
B: You are right. We should know where our company has fallen short in providing value for customers; We can visit our customers, call them, send out written questionnaires and set up a hot line for customers to air their opinions about our service.
A: Good ideas. In addition to getting feedback from customers, we can also check sales figures regularly. Sales figures can indicate the degree of customer satisfaction. If sales figures go down, then there may be some problems with our .service, because we are losing customers.
C: What can we do if we want to improve the quality of our service.'? 1 think one effective way is to train our staff. We must invite some experts to train our staff to improve staff friendliness, the speed ofservice and learn to deal with customer complaints.
A: We can also hire experts to pose as routine custom. To evaluate the quality of service. Another way to improve the quality of service is to offer timely service. We must Provide the product precisely when it is promised and in the minimum amount of time.
B: We must also make sure that customers get theproduct in the place where they want.
C: Right. And the product we provide must be the right product our customers want, in other words, the design. Size, or the model of the product must meet customers' needs and expectations, there- fore, customers will be happy.
A: Customers will remain loyal and our company willkeep high sales figures.
Follow-on questions
~ It can provide value by making its products more durable, more reliable, easier to use or easier to maintain; by offering discounts; by trainingemployees to provide satisfactory service; and bydelivering the products more timely, etc.
~ It may visit customers, call them, or send out written surveys-to find out how satisfied theircustomers really are. It may even hire mystery shoppers to evaluate services.
~ I think they benefit businesses. Customer complaints offer organizations the opportunity to over-come problems and prove commitments to service, and businesses can gain innovative ideas for im-provement.
~ It can use promotional efforts such as advertising and value-based pricing or image pricing, etc. to communicate value to customers.
~ It's market research, which is a commonly usedway of learning about customers.
【参考解析】
这道小组讨论题的主题是策划新员工培训项目，相关背景是你们所在公司计划为新员工举办一次正式培训。请你们对此提出建议。讨论的分论点是新员工培训有没有必要和新员工培训应涉及哪些内容。