历年商务英语考试BEC中级真题(2)
<p><span word="The">The</span> <span word="secret">secret</span> <span word="of">of</span> <span word="success">success</span> <span word="in">in</span> <span word="electronic">electronic</span> <span word="commerce">commerce</span> <span word="lies">lies</span> <span word="in">in</span> <span word="placing">placing</span> <span word="a">a</span> <span word="new">new</span> <span word="emphasis">emphasis</span> <span word="on">on</span> <span word="a">a</span> <span word="well">well</span>-<span word="established">established</span> <span word="area">area</span>. <span word="That">That</span> <span word="area">area</span> <span word="is">is</span> <span word="customer">customer</span> <span word="service">service</span>, <span word="which">which</span> <span word="is">is</span> <span word="now">now</span> <span word="the">the</span> <span word="only">only</span> <span word="point">point</span> <span word="of">of</span> (19) <span word="between">between</span> <span word="a">a</span> <span word="business">business</span> <span word="and">and</span> <span word="the">the</span> <span word="buying">buying</span> <span word="public">public</span>.</p><p> <span word="There">There</span> <span word="are">are</span> <span word="a">a</span> <span word="number">number</span> <span word="of">of</span> <span word="factors">factors</span> <span word="in">in</span> <span word="a">a</span> <span word="real">real</span>-<span word="world">world</span> <span word="shop">shop</span> <span word="that">that</span> (20) <span word="peoples">peoples</span> <span word="perceptions">perceptions</span> <span word="of">of</span> <span word="a">a</span> <span word="business">business</span>: <span word="these">these</span> (21)<span word="the">the</span> <span word="location">location</span> <span word="and">and</span> <span word="the">the</span> <span word="appearance">appearance</span> <span word="of">of</span> <span word="the">the</span> <span word="premises">premises</span>,<span word="the">the</span> <span word="quality">quality</span> <span word="and">and</span> <span word="the">the</span> <span word="pricing">pricing</span> <span word="of">of</span> <span word="the">the</span> <span word="merchandise">merchandise</span> <span word="or">or</span> <span word="services">services</span>’<span word="and">and</span> <span word="the">the</span> <span word="behaviour">behaviour</span> <span word="of">of</span> <span word="the">the</span> <span word="staff">staff</span>.</p><p> <span word="However">However</span>, <span word="if">if</span> <span word="a">a</span> <span word="company">company</span> <span word="is">is</span> <span word="trying">trying</span> <span word="to">to</span> <span word="make">make</span> <span word="a">a</span> <span word="good">good</span> <span word="impression">impression</span> <span word="with">with</span> <span word="online">online</span> <span word="customers">customers</span>,<span word="most">most</span> <span word="of">of</span> <span word="these">these</span> <span word="factors">factors</span> <span word="do">do</span> <span word="not">not</span> (22) <span word="a">a</span> <span word="part">part</span>. <span word="In">In</span> <span word="the">the</span> (23) <span word="of">of</span> <span word="these">these</span> <span word="factors">factors</span>, <span word="the">the</span> <span word="way">way</span> <span word="customers">customers</span> <span word="are">are</span> (24) <span word="when">when</span> <span word="they">they</span> <span word="have">have</span> <span word="a">a</span> <span word="reason">reason</span> <span word="to">to</span> <span word="call">call</span> <span word="has">has</span> <span word="a">a</span> <span word="fundamental">fundamental</span> <span word="effect">effect</span> <span word="on">on</span> <span word="a">a</span> <span word="companys">companys</span> <span word="ability">ability</span> <span word="to">to</span> <span word="retain">retain</span> <span word="them">them</span> <span word="as">as</span> <span word="customers">customers</span>. <span word="Even">Even</span> <span word="more">more</span> <span word="than">than</span> <span word="regular">regular</span> <span word="telephone">telephone</span> <span word="or">or</span> <span word="in">in</span>-<span word="person">person</span> <span word="customers">customers</span>, <span word="web">web</span> <span word="customers">customers</span> <span word="are">are</span> <span word="impatient">impatient</span>，<span word="easily">easily</span> <span word="frustrated">frustrated</span> <span word="and">and</span> <span word="always">always</span> <span word="conscious">conscious</span> <span word="that">that</span> <span word="they">they</span> <span word="have">have</span> <span word="other">other</span> <span word="places">places</span> <span word="where">where</span> <span word="they">they</span> <span word="can">can</span> (25) <span word="their">their</span> <span word="business">business</span>.<span word="Preventing">Preventing</span> <span word="them">them</span> <span word="from">from</span> <span word="doing">doing</span> <span word="that">that</span> <span word="means">means</span> <span word="meeting">meeting</span> <span word="them">them</span> <span word="on">on</span> <span word="their">their</span> <span word="own">own</span>(26)<span word="and">and</span> <span word="providing">providing</span> <span word="them">them</span> <span word="with">with</span> <span word="what">what</span> <span word="they">they</span> <span word="want">want</span>.外语学习网</p><p> <span word="This">This</span> <span word="necessity">necessity</span>, <span word="in">in</span>(27)，<span word="means">means</span> <span word="that">that</span> <span word="companies">companies</span> <span word="that">that</span> <span word="sell">sell</span> <span word="over">over</span> <span word="the">the</span> <span word="net">net</span> <span word="must">must</span> <span word="get">get</span> <span word="back">back</span>-<span word="end">end</span> <span word="functions">functions</span> <span word="right">right</span>. <span word="Imposing">Imposing</span>(28) <span word="requirements">requirements</span> <span word="on">on</span> <span word="customers">customers</span> <span word="will">will</span> <span word="not">not</span> <span word="work">work</span>; <span word="a">a</span> <span word="business">business</span> <span word="that">that</span> (29) <span word="on">on</span> <span word="customers">customers</span> <span word="emailing">emailing</span> <span word="for">for</span> <span word="assistance">assistance</span> <span word="instead">instead</span> <span word="of">of</span> <span word="using">using</span> <span word="the">the</span> <span word="phone">phone</span>, <span word="for">for</span> <span word="example">example</span>, <span word="will">will</span> <span word="lose">lose</span> <span word="repeat">repeat</span> <span word="custom">custom</span>.</p><p> <span word="If">If</span> <span word="the">the</span> <span word="phone">phone</span> <span word="is">is</span> <span word="used">used</span>, <span word="it">it</span> <span word="must">must</span> <span word="be">be</span> <span word="answered">answered</span> (30), <span word="and">and</span> <span word="the">the</span> <span word="staff">staff</span> <span word="should">should</span> <span word="look">look</span> <span word="for">for</span> <span word="ways">ways</span> <span word="of">of</span> <span word="helping">helping</span> <span word="even">even</span> <span word="the">the</span> <span word="most">most</span> <span word="awkward">awkward</span> <span word="customers">customers</span>(31), <span word="as">as</span> <span word="is">is</span> <span word="more">more</span> <span word="usual">usual</span>,<span word="trying">trying</span> <span word="to">to</span> <span word="find">find</span> <span word="some">some</span>(32) <span word="to">to</span> <span word="blame">blame</span> <span word="the">the</span> <span word="customer">customer</span> <span word="for">for</span> <span word="any">any</span> <span word="problem">problem</span>.</p>
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