听力原文：Man: We offer a very personalized service...

听力原文：Man: We offer a very personalized service to the different divisions. Some of the staff are dedicated to groups of individuals within these divisions. That way we get to know what sort of service they are looking for and how much help they need from us over conference organization or brochures or whatever. What we do insist on, whether it's leaflets or posters or local information, is quality.

?You will hear another five recordings.

?For each recording, decide what the speaker is talking about.

?Write one letter (A--H) next to the number of the recording.

?Do not use any letter more than once.

?You will hear the five recordings twice.

A reception

B research and development

C shop floor

D payroll

E human resources

F information technology

G publicity

H canteen

听力原文：Man: We offer a very personalized service to the different divisions. Some of the听力原文：Man: We offer a very personalized service to the different divisions. Some of the staff are dedicated to groups of individuals within these divisions. That way we get to know what sort of service they are looking for and how much help they need from us over conference organization or brochures or whatever. What we do insist on, whether it’s leaflets or posters or local information, is quality. You will hear another five recordings. For each recording, decide what the speaker is talking about. Write one letter （） next to the number of the recording. Do not use any letter more than once. You will hear the five recordings twice. A reception B research and development C shop floor D payroll E human resources F information technology G publicity H canteen

听力原文：Man：One of customer service secrets is to build business to customer loyalty．This is my number one customer service secret，and is by far the most important one．I was taught about business to customer loyalty many，many years ago，before I started my own business，when I still worked as a hotel detective in a ritzy down-town Calgary hotel．The hotel insisted that every one of us who had contact with their customers know the customer by his full name and，when possible，other personal or business information about him．

When you can show concern about what matters to your customer，and you can bet on it，you've just acquired a customer for life．

Speaker Two

Woman：We should provide true customer service．

In today's market environment，service has become a cliché and it seems like“everyon's doing it”．So．if everyone is doing it，why not jump ahead of the wolf pack by providing even more creative，personalized services to your customers than your competitors can?Nor is one type of customer service suitable for all your customers．Let's say your advertised featured customer service is Home Delivery．The first customer may welcome this Home Delivery because it's difficult for him to get out and shop in person．But your second customer may enjoy “window shopping”and carrying his purchases around with him as he goes from shop to shop．

Speaker Ttttee

Man：We'd better be honest with your customers．

If your customer even suspects that you are trying to pull something over on him，you can kiss that customer goodbye-permanently!Were you fortunate enough to purchase an item from a wholesaler at a discount price?Instead of being tempted to richly improve my bottom line，I usually pass that saving on to my customer．This will ingrain confidence in my customer so that，in the future，my customers will know where to come for real savings．In the long run，my bottom line will thank myself for having made this choice．

Speaker Four

Woman：We should educate our staff to be equally as concerned about our customers as we are．

Some years ago I went into a hardware store and asked the young summer student clerk for some rubber cement．“You mean，a tire patching kit?”“No．”I repeated．“I want a bottle of rubber cement．”The kid obviously didn't have a clue what I was talking about．However，rather than finding out what rubber cement is，he gave me a strange 1ook，then turned his back and went on to serve another customer．Needless to say，after that incident I took all my hardware business elsewhere．

Speaker Five

Man：We should remember“The customer is always right．”If a customer comes to you about a complaint．be very serious about how you handle it．Is the customer upset and angry?First，I calm him with words and action and show that I am serious about doing something to correct the problem．Even if it is obvious that he's wrong，sometimes it's better for repeat business to take the loss and compensate the customer．Then，when my customer is satisfied that his complaint has been properly addressed，thank him for bringing the problem to my attention．Remember，no amount of advertising can repair the damage done by failing to properly address a customer's concerrL

?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

听力原文：Man: We only grow vegetables here. It's a small place, and we don't really have room to expand into other crops like fruit trees or flowers. But it's a nice little business.

Woman: Yes, it seems like you've got a good thing going here. How long have you been running this place?

Man: For 13 years. Farming's not an easy life, but it sure beats getting in the car and driving to an office every day like I used to do.

Woman: You don't have to tell me! I'm starting to get sick of that life, too. Living out here in the country is starting to look like a much healthier lifestyle. to me.

What is the man's business?

A．A farm.

B．A restaurant.

C．A flower shop.

D．A grocery store.

听力原文：A: Nokia Shanghai after-sale service center. What can we do for you?

B: Hello. I am afraid there is something wrong with my cell phone.

A: I see. We offer a variety of maintenance services to increase performance and lifespan of your Nokia products. Can you describe the failure briefly?

B: I cannot see anything from the screen.

A: Sounds not that serious. In most cases your screen need a professional cleaning, due to the increasing dust.

B: I am afraid my cell phone is out of warranty.

A: In case it is out of warranty and you wish for it to be repaired, please come to us for a free cost estimate. But professional cleaning should be charged.

B: OK. Thank you. I will come to you tomorrow.

A: You are welcome. Bye.

Look at the note below.

You will hear a man calling to complain.

Message

Receiver: Shanghai (9)______ center

Faulty Items: Nokia cell phone

Reason for complaints: Nothing can be seen from (10) ______ of the cell phone.

Suggestions: The screen needs (11)______ due to the increasing dust. The estimate will be free, but cleaning should be charged since the cell phone has been (12)______ .

听力原文：Man: The thing is, he was a very good customer of ours until about five years ago, when we had that safety problem with the R21. He didn't reply to our literature or anything for all that time, and then suddenly there's this phonecall: 'I'll be in England next week. Could I arrange to come and see you sometime?' i think he'll like the present range, so let's hope we can get back to normal business relations...

&8226;You will hear another five short recordings. Each speaker is talking about a visitor to the office.

&8226;For each recording, decide which visitor the speaker is talking about.

&8226;Write one letter (A-H) next to the number of the recording.

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

&8226;After you have listened once, replay each recording.

A. a health and safety official

B. an estate agent

C. an insurance broker

D. a journalist

E. a foreign buyer

F. a lawyer

G. a marketing consultant

H. a travel agent

听力原文：M: Everything is becoming computerized these days.

W: You said it. If you don't understand computer, you're in trouble.

M: You know I'm majoring in business and I really need to study computer science. But the trouble is I hate computers and it's so complicated.

W: It's not so difficult once you understand it. You need to know something about computers. I can guarantee you that.

What can we learn from the conversation?

A．Tile woman knows more about computer than the man.

B．Both of the man and the woman begin to realize the importance of computer.

C．The man is not intelligent enough.

D．The woman is a computer major.

听力原文：Here are some shoes. What size do you want?

(3)

A．These shoes don't fit me.

B．Yes, I want to buy some shoes.

C．Can you show me those ones, please?

D．You are welcome.

听力原文：W: Hi, can I help you?

M: No, thanks. I'm just looking.

W: All right. If you need any help, just let me know. My name is Gladys.

M: Sure. I'll let you know if I need anything. Oh, this king-size mattress is very fine. Hm, and it is very firm. Jane will probably like it.

W: Did you find something you like?

M: Yes, this mattress is very good. It's pretty firm. The mattress I'm now sleeping on is saggy.

W: You're right. This is a very good brand. It doesn't sag easily. And we offer a life-time warranty, so you don't have to worry about its quality.

M: Does it come with a frame?

W: Unfortunately, it doesn't. However, we could offer a ten percent discount on that. And also, if you're really interested, we have a very good financing plan here. There's no payment, no interest until next June.

M: That's an attractive plan. I'll think about it.

W: Well, you've got to hurry. This mattress sells pretty well and this promotion ends tomorrow.

Which of the following is most likely the place the man visits?

A．A furniture store.

B．A confectionary.

C．A greengrocery.

D．A barber's shop.

听力原文： Television is now playing a very important role in our lives. But television, like other things, has both advantages and disadvantages.

First, television is not only a convenient source of entertainment, but a comparatively cheap one. It' s convenient as well as cheap to sit comfortably at home, with almost unlimited entertainment available. Some people, however, maintain that this is precisely where the danger lies. A television viewer takes no originality. He makes no choice and exercises no judgment. He is passive and has everything presented to him without any effort on his part.

Television, it is often said, keeps one informed about current events, allows one to follow the latest developments in science and politics, and offers an endless series of programs that are both instructive and entertaining. Yet here again there is a danger. We get so used to looking at it, so dependent on Its moving pictures, that it begins to control our lives.

There are many other arguments for and against television. Television in itself is neither good nor bad. It is the uses to which it is put that determine its value to society.

(30)

A．It' s a convenient source of entertainment.

B．It' s an inexpensive source of entertainment.

C．It' s an unlimited source of entertainment.

D．It' s a costly source of entertainment.