商务英语(III)期末口试.doc

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1、SpeakingTestPreparationPackforBusinessEnglish(III)Time:AcademicWeek16Instructions:1.INthefirstsession,eachstudentwillchooseonequestionbydrawinglotsfromPartOneandgivetheanswerofabout1to2minutes.2.INthesecondsession,twostudentswillrole-playasituationalconve

2、rsationorhaveadiscussiononthetopicsasgiveninPartTwo.Theconversationordiscussionwilllast3to4minutes.3・Thetotalscorewillbe40pointsandtheassessmentwillbegivenbasedonthestudent^performanceinfouraspects:Pronunciation,Grammar&Vocabulary,DiscourseManagementandIn

3、teractiveCommunication.PartOne:Short-answerQuestions1.Whatdoyouthinkaresuitablepersonalitiesforsales?Apersonwho'sabletoquicklypickuponthepersonalitytraitsofanotherandbuildonthisinsighttocreateemotionallinkislikelytosucceedatsales.Suchasalespersonrecognize

4、stheindecisivenessofaperspectivecustomerandhelpsthemmakeuptheirmindinfavoroftheproduct.It^importantthatthesalespersonlikespeopleandisabletotuneintotheredifferentneedsandwants.It9salsoimportanttobeagoodlistenerandpayattentiontothevaluesystemofthecustome匚2.

5、Whatarethestepstohandlecustomers,complaintsinapropermanner?Firstly,Listencarefullytothecustomerdescribetheproblemandshowsympathy.Next,apologizeafterhearingthecustomer'sstory.Secondly,clarifytheinformationandrepeattheproblembacktothecustomer.Askformoreinfo

6、rmationabouttheproblem.Thirdly,takeresponsibilityfortheproblemandtakeactiontohelpthecustomerstraightaway.Finally,offercompensationforthecustomer'stroubleandofferanalternativeifthecustomerdoesn'tsatisfiedwiththesolutionwithafriendly,helpfultone・3.Whatcanco

7、nvinceyoutobuywhenyoudoshopping?1.Tellmetheproductivebenefitsofwhatiwant2.thepriceoftheproduct,Offersomediscournt3.theserviceafterbuying4theyneedmakemeknowthestrengthsandweaknessesofproducts4.Pleaseintroducesomeusefulcommunicationskillswithcustomerswhenyo

8、uareselling・•Pleaseintroducesomeusefulcommunicationskillswithcustomerswhenyouareselling.Firstly,knowwhoyourcustomeris.Becauseitisimportanceforasalespersontounderstandthepositioningofproperty.Andtoknowitstargetmarket