For two candidatesCustomer InvolvementYour company has decided to try to increase customer

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第1题

Task Sheet for Candidate A Task Sheet 1A: Customer service: how to delight your customersB

Task Sheet for Candidate A

Task Sheet 1

A: Customer service: how to delight your customers

B: Employee relations: the dangers of tuning out employee complaints

C: Leadership training: what makes for an effective leader

Task Sheet for Candidate B

Task Sheet 2

A: Customer relations: what should be done to keep customers for life.

B: Communication: how to respond to criticism,

C: Staff management: the functions that teams perform. better than individuals

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第2题

TASK TWO—COMPLAINT?For questions 18—22, match the extracts with the complaint, listed A—H.

TASK TWO—COMPLAINT

?For questions 18—22, match the extracts with the complaint, listed A—H.

?For each extract, choose the complaint stated.

?Write one letter (A—H) next to the number of the extract.

A Efforts aren't always rewarded.

B Having no one to turn to.

C No concrete idea of requirements.

D No regular meetings to put ideas forward.

E Nothing creative, just routine work.

F support and communications from colleagues

G Whoever is available should do the job, instead of relying on me.

H Can't decide on even the smallest thing.

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第3题

&8226;Read this text about FDI.&8226;Choose the best sentence from the sentences that foll

&8226;Read this text about FDI.

&8226;Choose the best sentence from the sentences that follow to fill each of the gaps.

&8226;For each gap 9-14, mark one letter (A-H) on your Answer Sheet.

? Do not use any letter more than once.

Advantages of FDI

Companies invest directly only if they think that they hold some supremacy over similar companies in countries of interest. The advantage results from a foreign company's ownership of some resources--patents, product differentiation, management skills, access to markets--unavailable at the same price or terms to the local company. This is known as monopoly advantages before direct investment. The cost of transferring resources abroad is increasing and there is perceived greater risk of operating in a foreign country. (9) . Companies from certain countries may enjoy a monopoly advantage if they borrow capital at a lower interest rate than companies from other countries. In recent years, capital markets have become international, so it is possible for companies to borrow abroad more easily if interest rates are lower there.

(10) . Currency values, however, do not provide a strong explanation for FDI patterns. The currency-strength scenario only partially explains direct investment flows. More internationally oriented companies can get advantage from spreading out some of the costs of product differentiation, R & D, and advertising compared to less internationally oriented companies. Among industry groups and groups of companies of similar size that spent comparable amounts on advertising and R & D, the more internationally oriented companies in almost every case earned more than the others.

(11) Besides, with inflow of equipment, the skills of local worker can be improved. New management can also be introduced to the local companies to improve the administration of the enterprises of the local management.

From the perspective of a nation, FDI may bring some benefits. FDI can make a positive contribution to a host economy by supplying capital, technology, and management resources that would otherwise not be available. The provision of these skills by an MNE (through FDI) may boost that country's economic growth rate. (12) . Technology is a catalyst that can stimulate a country's economic growth and industrialization. Technology can take two forms, both of which are valuable. It can be incorporated in a production process (e. g., the technology for discovering, extracting, and refining oil). However, many countries lack the research and development resources and skills required to develop their local product and processing technology. (13) . Such countries need rely on advanced industrialized nations for much of the technology required to stimulate economic growth, and FDI can provide it.

Foreign management skills provided through FDI may also produce important benefits for the host countries. Beneficial spinoff effects arise when local personnel who are trained to occupy managerial, financial, and technical posts in the subsidiaries of a foreign MNE subsequently leave the firm and help to establish local firms. (14) .

A. Besides, new advanced technology can be introduced to the host country.

B. On the other hand, local companies can enjoy the advanced technology which they lack.

C. Therefore, a company will not undertake FDI if it does not see a higher return than it can get at home country and if it does not think it can outperform. local firms.

D. FDI is especially important to developing countries.

E. This is particularly true of the less developed countries (LDCs).

F. Likewise, benefits may arise if the superior management skills of a foreign MNE stimulate local suppliers, distributors, and competitors to improve their own management skills.

G. Another adv

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第4题

Low spending in this respect will lead to great loss of profit.

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第5题

To the lower-income people，this tax is an obl igation hard to bear．

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第6题

You would violate the law if you lie to the tax authorities about the profits that your co

mpany has earned．

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第7题

听力原文：Conversation 1F: Hello, this is First Direct, how can I help you?M:This is Ahmed

听力原文：Conversation 1

F: Hello, this is First Direct, how can I help you?

M: This is Ahmed Aziz speaking. Er, I'm interested in opening an account with you, but I have a couple of questions.

F: What exactly would you like to know, Mr. Asiz?

M: First of all, if I bank with you, how do I pay money into my account?

F: Well, as you probably know, First Direct is a part of the Midland Bank. That means you can pay into your First Direct account at any of their branches.

M: I see. Er, do they charge me for that?

F: No, that's free.

M: OK. Right. The other thing I wanted to know was: do you pay interest on current accounts?

F: Yea, we do. As long as your account is in credit. The interest is then calculated daily, and we add it to your account at the end of each month.

M: Uh huh.

F: Is there anything else you'd like to know, Mr. Aziz?

M: No, I think that's all for the time being. Thank you.

F: Thank you for calling, Mr. Aziz. Goodbye.

Conversation 2

F: Hello.

M: Is that Caroline?

F: Yes, speaking.

F: Hello, this is Frederic calling.

F: Oh, good morning, Frederic. How are you?

F: Fine. And you?

F: Not too bad, thank you.

M: Good. We need another 30 by 10 by 2 hags to go down to Lievin tonight.

F: Right. 30 by 10 by 2. OK. I'm not actually in the office yet. I shall be there within about half an hour. Could I call you then after I've checked with the factory?

M: Sure.

F: OK, then. Fine. I'll call you hack.

M: Thanks.

F: All right. Bye for now.

Conversation 3

M: Prince Sports Group Customer Services; this is Dawn.

F: Hi, Dawn. I'm interested in the prices of some sports equipment.

M: Would you like us to send you a catalogue?

F: Yes, thanks, that would be great.

M: May I have your name and address?

F: My name's Jerome Allgood.

M: And your address?

F: 226 Dryden Avenue.

M: And what city?

F: Trenton.

M: And the zip?

F: 08638.

M: OK, would you be interested in an Ektelon catalogue or Prince? Tennis or racket ball?

F: I’d like the Prince tennis one, please.

M: OK, great. My name is Dawn. I'm in the Customer Service Department. I'll get that catalogue out to you right away. If you have any questions, please call back and I'll be glad to talk to you about our products.

F: Great.

M: Thanks.

F: Thank you. Bye.

M: Bye.

Conversation 4

M: Phoenix Ms. Good morning.

F: This is Jennifer Austin from Leroy Motors. Could I speak to Leo Dayton, please?

M: I'm afraid he's not in at the moment. Can I give him a message?

F: Well, I'm ringing about a reprint of one of our brochures. I asked him to do it six weeks ago and we're still waiting for them. If I remember rightly, I did say it was rather urgent.

M: I'll get him to call you back as soon as he comes in, Ms. Austin.

F: Thank you very much.

Conversation 5

F: This is Jennifer Austin speaking.

M: Leo Dayton from Phoenix Ms. I understand there's been a problem with an order.

F: That's right. I asked you to do a reprint of our A90 brochure some time ago and we still don't have it.

M: Yes. I've just been trying to find out what happened. It seems some urgent work came in and your order got overlooked. I’m really sorry.

F: I see. Well, the problem is we have an exhibition coming up at the beginning of next month and we'll want to have them for then. How soon can you get them done?

M: Would the end of the week be OK?

F: That'd be great.

M: Right, then. I'll see that you get them by Friday. And I'm really sorry about this.

F: Don't worry.

?You will hear five different business telephone calls.

?For each extract there are two tasks. For Task One, choose the receiver's information of each call from the list A—H. For Task Two, choose the caller's purpose described from the list A—H.

?You will hear the recording twice.

TASK ONE—RECEIVERS' INFORMATION

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第8题

The extent to which an activity or business is considered core or non-core will play a sig

nificant role in how senior management will seek to use alliances in fostering learning.

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第9题

?Look at the statements below and the profiles of five executives on the opposite page.?Wh

?Look at the statements below and the profiles of five executives on the opposite page.

?Which executive (A, B, C, D or E ) does each statement 1-8 refer to?

?For each statement 1-8, mark one letter (A, B, C, D or E ) on your Answer Sheet.

?You will need to use some of these letters more than once.

A Steve Cakebread

When Salesforce. com, the online customer-relations management company went shopping for a CFO last year, it was ramping up to take on the big boys. It found an experienced hand. Steve Cakebread spent 18 years at HP, running divisions around the world; moved to Silicon Graphics as VP for finance, worldwide sales and distribution; and then joined Autodesk as CFO. He says a long resume has real value: "It's all too easy for a new company not to bring in enough experience."

B Mark Angelino

Drawing on his 22 years of sales experience at IBM, Mark Angelino picked a few sectors he wanted to own -- transportation, financial services, manufacturing, and health care —and found sales managers with deep expertise in those industries. Angelino changed the compensation system to reward employees who developed longer-term and more profitable customer relationships. In less than two years, he added ＄1.1 billion in new revenues and almost 2 million new customers, and built Nextel's sales force into the most successful in the telecom industry.

C Adam Bosworth

Bosworth's wisdom accounted for his extraordinary success at Microsoft, where he helped lead the development of Internet Explorer and pioneered XML, the standard language at the heart of Web services and the potential universal translator of data between incompatible systems. "I would like to say that Web services was a great engineering achievement, but it was always about keeping it simple, stupid," he says. "The big challenge was getting people aligned with it." At BEA, he has stoutly defended the technological lead of the company's franchise product, the WebLogic application server, against a concerted assault by IBM's WebSpere.

D Jeff Kay

When he was only 34, Jeff Kay was tapped to run the National Institute of Standards and Technology, the government's biggest civilian R&D program. With an annual budget of nearly ＄1 billion, he bet on promising new technologies like digital video and advanced composites. Now deeply involved in a ＄1 billion venture capital fund, Kay skips from R&D conferences to university research labs to hot startups in pursuit of smart people and their best ideas. Jeff Kay believes that, for an R&D manager "it's critical to get outside your own four walls."

E Angel Mendez

When Mendez arrived at Palm, material costs were rising, margins were shrinking, and the company was smothered by pres of excess inventory. Though he wasn't the first in the tech field to do so, he consolidated nearly all fabrication in China. By tapping suppliers there, Palm was able to cut costs by almost 30 percent. "I have a job where I manage 75 percent of the company's costs," he says. "You literally live and die by your results" Mendez might just live: Palm's gross margins have risen to 31.3% from 29.2% last year.

He realizes the importance of outsourcing gifted people from outside.

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第10题

听力原文：Man：COSCO has finished its construction of EDI center and EDI network between 199

6 and 1997．

The EDI network has basically covered a large number of large and medium sized COSCO Freight offices，realizing EDI message exchanges on customs and ports．It has also realized its interconnection with GEIS EDI Center through EDI Center in Beijing and connected COSCO's companies in various regions overseas．At present，COSCO has realized the EDI transfer of data of transportation manifest，cargo plan and container management，entering the forefront of domestic transport industry in the field of E-commerce．

In 1997，COSCO invested a large number of funds and manpower building a COSCO net for global communications．Based on that net．a COSCO intranet platform. was built，which has promoted COSCO's global construction of E-mail center．By October 1999，COSCO had formed an E-mail network covering such countries and regions as the mainland of China，Hong Kong，Singapore，Japan，America，Europe and Australia，with Beijing as its center,Most of COSCO's front line staff throughout the country and overseas have conducted their daily business through E-mail．

In particular，in January 1997，COSCO formally opened a Website called www．COSCO．corn and Internet Websites of COSCO's branch company in North America，Europe and such companies as COSCON，COSBULK．COSCO Guangzhou were built up consecutively．Ever since COSCO's establishment of the Internet websites，it has produced certain effects on establishing a reputation，expanding the influence and supplying efficient and convenient services for customers．

At the same time，it has paved ways for COSCO to communicate with the outside world through Internet and accelerate its information circulation．

In September，1998，COSCON was the first corporation in China who opened the business of sailing schedule bulletin and booking service on Website．breaking through problems of low speed，low efficiency，big work load and high rate of errors that appeared in traditionaI service．

Instead，it brings freight forward directly to the customers'desks so that customers are able to deal with through their own PCS all the business formalities of consignment booking，document production and information inquiry that are needed in cargo exporting．

On the basis of on-line booking，they introduced various businesses as transfer inquiry，information bulletin and goods tracking to customers around the globe so that Internet users around the world will be able to conduct commercial activities with the company on line．A suite of on-line promotion system introduced by the company has already had an initial form. of virtual E-transport with a strong two-way inter-activeness and very high efficiency．

Its electronic booking system enables every user on 1ine to book container from COSCO through Internet without any Iimitation of time or geography．Any customer who is able to be on-line can directly visit COSCO's electronic booking system from his own PC．

The Information Bulletin System is able to report immediately on Internet about COSCO's adjustment on sailing schedule and changes in transportation expenses．The successful development of E-commerce has greatly increased teehnological contents in COSCO's efforts on promotion and the newly developed clientele are gathering to the Company through the global Internet．

Presently，COSCONET has begun to take shape．

The Website construction of almost 20 COSCO subsidiaries has almost finished and chains among all the sites have been realized and form. a framework for COSCONET．Both from the perspective of image and intrinsic functions，

?You will hear the General Manager of COSCO introducing the company's EDI system.

?As you listen，for questions 1-12，complete the notes，using up to three words or a number.

?After you have listened once，replay the recording．<

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