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Question 1:
What do you think of the relationship between companies and customers?
解题思路:
本题在问: 你如何看待公司和消费者之间的关系。从日常经验来看，当代商业社会会因为激烈的市场竞 争而重视对顾客的服务。此外，对顾客的服务会关系到品牌的美誉度，维护客户能够给企业带来良性的 经济循环。在回答问题时要注意使用引导原因和并列逻辑的一系列逻辑连接表达。
Sample Answer:
Well, there's a saying that goes like the customer is god. Obviously, winning the favor of customers has always been the main drive for a company to improve its products and service. This is simply due to the fact that the final purchasing behavior from consumers will have a huge influence on the turnover. That's why most companies tend to meet the demand of customers as much as possible, given the competitive market. But then again, there are certain companies that adopt the state-of-the-art techniques or involving a brand new way of thinking in their product design to create novel needs for customers so. And I think Apple company is a typical example of that.
As a customer, what kinds of services would you expect to receive from a company?
解题思路:
本题在问: 作为消费者，你期待从一家公司获得哪些服务？回答时，我们可以根据消费者在消费不同阶 段可能会遇到的问题来展开答案。比较容易想到的是在购买产品后，消费者需要公司提供一个明确的售 后保障。在回答问题的时候需要用到一系列和购物、服务相关的词汇。
Sample Answer:
Well, if you stand in the shoes of a customer, you would definitely desire to have a series of perfect services from the beginning to the end of the whole purchasing process. By way of example, you would possibly like to have a comprehensive understanding of a product from a patient and welcoming staff at the very beginning. Then, you would like to have a discount or a delivery service if there could be. But most importantly, after-sales service is the one that consumers give the most critical concern, which includes things like return and exchange, annual maintenance, and so on.
Question 3:
What kinds of jobs involve coping with the public?
解题思路:
本题在问: 有哪些工作需要和应对公众？本题的答案范围比较广，容易答得比较细碎。所以可以结合职 业这个切入点，比较自然地进行职业分类，比如相对简单一些，但是收入相对较少的“服务公众的行业” 以及工作内容相对复杂但是收入相对较高的“服务公众的行业”。在回答时需要注意使用到表达对比和转 折的逻辑联结表达。
Sample Answer:
I think there is a range of occupations that require tackling people in general, mostly in the service sector. Jobs like waiters, shop assistants, stewards, and drivers need to provide instant service to people on the spot, but the scope of skills they should have is a lot more definite. But there are also jobs with a higher professional requirement like teachers, doctors, and consultants, as they need to handle things in a more complicated situation, say, providing proper treatment for patients, giving advice to a senior manager in a world-leading company. So, I would say there might be a huge gap between the income those people get according to the skills involved in their duties.
Question 4:
Why should companies react quickly when customers have difficulties?
解题思路:
本题在问: 公司为什么应该在消费者遇到困难的时候快速响应？从题型上来看，这道题直接问我们公司 需要这样做的原因，所以我们需要结合当代商业社会的特点直接罗列响应的因素。比如公司可能会受到 同行的影响，互相比拼服务；公司和消费者双方之外还会有监管部门来监督公司在销售、售后的整个环 节是否体现了对消费者权益的保护。此外还可以说到公司自身的原因，比如这样的快速响应可以增加公 司的美誉度，给公司带来良性循环等。在回答时由于是罗列一系列的原因，所以要使用到表示并列的了 逻辑连接手段。
Sample Answer:
Well, the major reason is that the speed of responding to customers' needs will influence how they evaluate the products or services provided by this company, which will further influence the brand reputation. It's very likely that a virtuous circle will be created if a company can respond immediately to cope with all sorts of problems customers might encounter. Apart from that, the supervisory system for general consumption both online and offline is getting a lot more complete than before to guarantee the basic rights of customers. In this case, companies will be fined if they respond slowly or if they don't react at all. Last but not least, fierce competition also plays a part, as companies are competing with each other in terms of customer service. If they fall behind, they will be abandoned by the public.
