In fact, one of the biggest virtues of virtual rea...

How will wireless computers and Internet services help rural areas?

A．One of the biggest barriers to Internet use is getting wires into rural areas.

B．The wireless computers will be cheaper.

C．People in rural areas don't have anything else to do.

D．People in rural areas already have wireless boxes on their roofs.

How will wireless computers and Internet services help rural areas?

A．One of the biggest barriers to Internet use is getting wires into rural areas.

B．The wireless computers will be cheaper.

C．People in rural areas don't have anything else to do.

D．People in rural areas already have wireless boxes on their roofs.

听力原文：W: I know your company was one of the biggest American corporations to take the idea of customer services seriously...

M: Yes, urn, I think you can say we were among the pioneers.

W: So, with the experience of many years of trying to get it right, what would you define as the most important elements in providing successful customer services?

M: Mm... well, that's quite a difficult question, because so many factors are absolutely vital if you want to succeed, and success with the customer services, I might add, means doing everything you possibly can to please and keep customers.

W: Does that include the old idea that, for a company, the customer is always right?

M: Not exactly. The slogan that the customer is always right is rather simple, and unrealistic. I would say that, instead, the most important aim of a customer services unit is to encourage communication with customers, to actively seek feedback, including complaints, and to acknowledge all comments, good and bad, from customers because people like to be treated with respect.

W: Then what do you think are the most important factors for a company's success?

M: It seems to me that a company's success, in terms of good reputation and high profits, depends more on the relationship the company establishes with the customers. That relationship involves the company in consistently providing high-quality products and top-quality services.

W: So what you're saying is, in fact, very simply--basically, keeping customers happy depends on providing quality and encouraging communication.

M: Yes, but the essential factor is communication. A successful customer dervices unit is one that acts as a link between the company and the customer to ensure that the company can respond to the needs of the customer. After all, a company's success can only come from a satisfied customer.

(20)

A．Providing high-quality products for customers.

B．Providing good services for customers.

C．Doing everything you can to please and keep customers.

D．Establishing dialogues with the customers.

听力原文：F Our next guest is lan Murphy, one of the biggest names in recruitment. Thank you for joining us today, lan.

M Good to be here.

F Your company, Solutions, is well-known in the recruitment industry. But I understand your first job was selling sports equipment. Why did you start your career in that area?

M Well, I knew there were a number of local firms selling sports equipment. And I thought, if so many of them work in this area, they must be making money. I must confess I had little interest in sport itself and didn't have a particularly healthy lifestyle. at the time. But I thought, if they can do it, so can I?

F And how successful were you?

M I think success isn't about working long hours but about coming up with something different. In my case, I spoke to a variety of companies and offered to introduce their products to customers if they paid me. And it was worth it for them-plenty of customers did choose to buy from me.

F Was this working in a regular sales team?

M I was alone-but I enjoyed that. But after a while, I realised I was bored.

F So you moved to KTD Computer Systems?

M Yes, I wanted a job with training and support. But after a good start, I realised I wasn't learning enough because the trainers knew as little as I did about the business despite all their years of sales experience.

F Is this why you moved and became a recruitment executive?

M Well, I used to commute quite far each day. The money was worth it, you see- even if it wasn't the most exciting of jobs. But finally, the effort became too much for me so I accepted a local job at Ace Recruitment for a bit less pay,

F I understand you were unpopular there there at first.

M Yes, it was very strange. The people there were really casual. They used to arrive just before ten and then they weren't particularly interested in the clients. But when I commented on this they just got angry, So I wrote down some comments about the way people did things and what I'd change-and sent it to the Chief Executive, who immediately rang me back to talk about it. A few months later, I was managing the whole place!

F Which led a number of people to leave, I understand. Did you want them to stay?

M Well, it depends what qualities you expect staff to have. Obviously, every company needs skilled, experienced staff But the key thing is whether people use their skills for the benefit of the company. There's little point in keeping workers who are unhappy in their jobs.

F So, how long did you stay with Ace?

M Long enough for tumover to double. Then I moved to another recruitment organisation, Solutions.

F Where you specialise in recruiting people with expertise in Change Management.

M That's right. We were approached by someone with a lot of experience in this area asking if we had any openings. We didn't-though plenty of other firms did. But a consultant suggested it was the industry to be in. So we set up a specialist unit.

F And what's different about the way you operate?

M Well, we work with all the major companies in this field. But what we do is go to companies, analyse their business and search for and suggest suitable individuals to them - rather than waiting for them to come to us. We're not experts in Change Management ourselves but we're skilled at assessing business needs.

F Which you obviously do well. OK I think that's all we've got time for today. Thanks for coming, lan. And we wish you all the best.

How to approach Listening Test Part Four

?In this part of the Listening Test you listen to a long conversation or interview and answer eight questions.

?Before you listen, read the questions. Think about what the recording will be about.

?Note all possible answers as you listen for the first time. Do not make an immediate decision.

?Do not worry if you do not know the answers. You will hear the recording a second time.

?Listen for overall mea

A．He was particularly interested in sport.

B．He wanted to promote a healthy lifestyle.

C．He thought it was a profitable area to be in.

听力原文： One of the biggest problems in developing countries is hunger. An organization called Heifer International is working to improve the situation. The organization sends farm animals to families and communities around the world. An American farmer, Dan West, developed the idea for Heifer International in the 1930s. Mr. West was working in Spain where he discovered a need for cows. Many families were starving because of the civil war in that country. So Mr. West asked his friends in the United States to send some cows. The first Heifer animals were sent in 1944. Since that time, more than 4,000,000 people in 115 countries have had better lives because of Heifer animals. To receive a Heifer animal, families must first explain their needs and goals. They must also make a plan which will allow them to become self-supporting. Local experts usually provide training. The organization says that animals must have food, water, shelter, health care and the ability to reproduce. Without them, the animals will not remain healthy and productive. Heifer International also believes that families must pass on some of their success to others in need. This belief guarantees that each person who takes part in the program also becomes a giver. Every family that receives a Heifer animal must agree to give that animal's first female baby to other people in need. Families must also agree to pass on the skills and training they received from Heifer International. This concept helps communities become self-supporting.

What information about Mr. West can we get from the passage?

A．He was Spanish.

B．He sold animals to farmers all around the world.

C．He started the organization Heifer International.

D．He was an expert on animals.

听力原文： One of the biggest problems in developing countries is hunger. An organization called Heifer International is working to improve file situation. The organization sends farm animals to families and communities around the world. An American farmer Dan West developed the idea for Heifer International in the 1930s. Mr. West was working in Spain where he discovered a need for cows. Many families were starving because of the Civil War in that country. So Mr. West asked his friends in the Unites States to send some cows. The first Heifer animals were sent in 1944. Since that time more than 4 million people in 115 countries have had better lives because of Heifer animals. To receive a Heifer animal, families must first explain their needs and goals, They must also make a plan which will allow them to become selfsupporting. Local experts usually provide training. The organization says that animals must have food, water, shelter, health care and the ability to reproduce. Without them, the animals will not remain healthy and productive. Heifer International also believes that families must pass on some of their success to others in need. This belief guarantees that each person who takes part in the program also becomes a giver. Every family that receives a Heifer animal must agree to give that animal's first female baby to other people in need. Families must also agree to pass on the skills and training they receive from Heifer International. This concept helps communities become selfsupporting.

(33)

A．He was wounded in the Spanish civil war.

B．He was interested in the study of wild animals.

C．He started the organization Heifer International

D．He sold his cows to many countries in the world.