Practise preparing short talks on the topics below and on the next page.Task Sheet OneA WH

&8226;Read the article below about web serf-service.

&8226;Choose the best sentence from the opposite page to fill each of the gaps.

&8226;For each gap 8-12, mark one letter (A-G) on your Answer Sheet.

&8226;Do not use any letter more than once.

Web self-service

Many of today's e-business systems revolve around the concept of self-service applications. Serf-service is a web-based experience that's rich and concise enough to bring the user through to the logical end of a process or transaction without direct human assistance. In addition, self-service systems comprise voice-based customer response systems. These systems are increasingly integrated and complementary to web-based experiences.

Because the Internet is a multimedia environment, we have the opportunity to change the way companies and customers interact. By building systems that allow us to identify the transaction, the data, the people, the service and the results, it's easy to see how self-determination is possible with a computer. For example, we can provide the ATM, the research, the bank teller, the investment portfolio, and the impact on our retirement plan all in one environment. (8) We can service ourselves, gaining advice and recommendations based on how to make, then execute, a decision.

To fully understand the importance of serf-service, let's first re-establish some principles that have recently fallen out of favor. The meltdown of many dot-coins has caused some brick-and-mortar firms to reinforce their positions regarding people-intensive systems, rather than investing in serf-service. (9) Forget that notion.

In reality, self-service is a strategy and technology that's not going away. It's going to become very large, and new and renewed companies will embrace it in a big way. The goal is to carefully select where to use self-service applications and techniques. (10) Instead, many bland and ineffective experiences involving human interaction can be simplified and dramatically improved by the use of a self-service application.

To figure out where self-service can be best applied, look at the partnerships your organization has, whether they're with employees, customers, or suppliers. For example, serf-service can help you improve the way employees gather and re-use information, or enable mom sophisticated distribution channels.

Self-service has already been used in many ways for distribution and support applications. It improves the quality of service for applications that are repeatable and have defined procedures. And it also allows the volume of service to scale without adding large numbers of incremental staff. Those two goals alone should place serf-service high on your organization's list of priorities. (11) But some companies have reversed that trend by realizing there's no way for them to scale or provide necessary service to partners and customers without self-service at the core of the strategy.

If a company seeks out self-service application opportunities early in any organizational improvement program, they will create value, codify knowledge, and improve customer service in a single stroke. (12) .

A Some might consider that web-based self- service has had its day.

B Understand that self-service systems, however, require a complex blend of business, work process and technology understanding.

C The connection between research, decisions, transactions and recording can all be in one location.

D There is a belief that serf-service 'systems are too difficult and too complicated to apply and, consequently, to last long.

E Serf-service applications are often relegated to those that can'

uitcase had gone. I had collected it from the baggage centre and left in the corridor, within my eyesight, when I went into the man's room. But when I finished and turned around, it was gone!I didn't think anyone would intentionally take it as I earlier spored someone with a suitcase similar in color as mine, but…

(16)

— Read the article on the opposite page about organising events.

— In most of the lines 34 - 45 there is one extra word. It is either grammatically incorrect or does not fit in with the meaning of the text. Some lines, however, are correct.

— If a line is correct, write CORRECT on your Answer Sheet.

— If there is an extra word in the line, write the extra word in CAPITAL LETTERS on your Answer Sheet.

— The exercise begins with two examples, (0) and (00).

Organising Events

First task of all, you need to be sure that an event is really the best way to get your

message across to customers. Maybe advertising or direct mail would be more

34 effective instead. While an event involves persuading key people to attend,

35 and can take out a great deal of time and money, so you should think very

36 carefully before choosing that method. If you go for an event, see how soon

37 others do it, and adapt from their ideas to suit your own circumstances. You'll

38 need to produce an event strategy and checklist, and then keep on to it. Make

39 sure your key players agree to look an outline strategy at the start. The smallest

40 things can let you go down, with potentially serious results. This means you

41 should have plans in place in which case speakers arrive late, contractors are

42 unreliable or equipment fails. Keep everyone involved informed of how plans

43 are progressing, to avoid a lack of information is leading to confusion and

44 uncertainty. Form. a team and delegate responsibilities. Afterwards, thank to

45 everybody. This is very important: after all, you could well need them again next time.

ding on one Saturday 00 to independent, locally owned businesses instead of chain stores, more than 34 $ 17 million would even remain in the local company instead of being shipped to 35 outside corporations as overnight deposits. So it say representatives of the 36 Tampa Independent Business Alliance, who base their calculation on studies that 37 made by the American Independent Business Alliance. The national study found 38 that since locally owned businesses began to use goods and services of other 39 business in the community, a consumers spending circulates 3 up to 31/2 40 times longer locally than if it is spent on at a chain. On Saturday, the local group 41 will be working with the national organization and more than all 25 other 42 communities across the country to broadcast the benefits coming of the 43 shop-local movement. The educational event, "American Unchained", will be 44 promoted at independent business such as Inkwood Books in Tampa, "We 45 want people to think about where their dollars actually end up to," said Carla Jimenez, coowner of Inkwood and president of Tampa Independent Business Alliance. 34__________

y． You have been asked to help with the preparations for the event． Discuss the situation together，and decide： ·how the company can recruit the appropriate applicants ·what sorts of benefits would encourage staff to stay． For three candidates Retaimng the Staff Your company is organizing the press to launch a questionnaire survey． You have been asked to help with the preparations for the event． Discuss the situation together，and decide： ·how the company can recruit the appropriate applicants ·what sorts of benefits would encourage staff to stay ·what kind of working environment Can help to retain the staff． Follow-on Questions ·Do you think it will be easier for people to work abroad in the future?(Why?／Why not?) ·Which aspect of working is most interesting to you?(Why?／Why not?) ·Do you think you will spend your career working for just one company?(Why?／Why not?) ·Do you think it is easier for large companies to retain staff? ·What are the disadvantages of company with high staff turnover rates?(Why?／why not?)

列各题： ·Look at the note below． ·You will hear a woman asking for some help． Jane asks Terry if he knows the(1)_________report． Then would you mi nd arrangi ng(2) _________for Mr．Berglund?He needs it for Friday night． I’II be over at the(3) _________this afternoon． Another thing Id like you to do is lranslate the(4) _________documents into English． 1._________

lines(34-45)，there is one extra word．It is either grammatically，incorrect or does not讯in with the meaning of the text．Some lines，however，are correct． ·If a Iine is correct．write CORRECT on your Answer Sheet． ·lf there is an extra Word in the line．write the extra word in CAPITAL LETTERS on your Answer Sheet． ·The exercise begins with two examples，(0 and 00)．0 China’S thriving car market has huge business opportunities，but automakers 00 need to put more effod into the developing customer loyalty，according to a recent 34 survey．The survey was done by reseamh firm AC．Nielsen in Beijin9．or Shanghai 35 and Guangzhou，China’S most three major automobile markets．It said that 36 China’S individual car owners should still have not developed brand loyalty． 37 Though some specific brands have a monopoly in the market here，but they have 38 not completely won favor among local customers．It was revealed that about l l％ 39 0f the people in Beijing had cars．putting that city in first place among the other 40 three．In Shanghai and Guangzhou．the rates were all 4％and 5％respectively． 41 Prices were largely responsible for that．When cars in Beijing are priced at around 42 1 39，000 yuan，while in Guangzhou they are at l 90，000 yuan，and in Shanghai， 43 about 220，00 yuan．Except for the deluxe models，most brands do not have a 44 competitive edge because consumers are not only SO aware of the 45 manufactures．In addition，car dealers need to improve their service to build up brand loyalty．China is expected to produce over 2．8 million cars this year， compared to slightly over 2 million last year． 34__________

of the hotel： Go ld Gate HoteI Name of the caller： (1)______ Date of the reservation： from(2)______to(3)______ Current rate： 265 pounds per night The telephone number of the caller：(4)______ The address of the caller： 246 Forest Road，London 第(1)题：

ent project． ·Write an email to Mrs．Jay in the Sales Department： ·agreeing to give the talk and suggesting a time ·saying what equipment you will need ·requesting information about the participants． ·Write 40-50 words．