Test 11. ·You work in the Customer Services Department of a online book-selling company. Your Department has received a lot of complaints of its telephone service. You've been asked to prepare a short report to all staff about how to improve the telephone service.
·Look at the following draft, which you summarized from those items being complained most commonly.
·Then, using
all your handwritten notes, write your
proposal.
·Write
120-140 words.
Proposal Report on Solving Customer Complaints
To: all the staff
From: John Bush, Service Department
Date: 4 May 2009
INTRODUCTION
The purpose of this report is to give recommendations on how to solve customer complaints about our telephone service.
FINDINGS
The most commonly complained items are as follows:
Ⅰ calls answered impolitely and impatiently
Ⅱ calls received in too low a voice
Ⅲ phone left too long before answering
Ⅳ no definite replies to requires and claims
RECOMMENDATIONS
Based on these findings, the following actions are firmly recommended:
·Be polite. For instance, you may say "Hello! This is ABC Company. What can I do for you?" rather than just say "Hello!"
·Speak loudly.
·Whenever the phone rings, answer it immediately.
·When you are not sure, turn to someone who is likely to know or go to managers for help.
[解析]
1．引入报告目的
文中例句重现：The purpose of this report is to...
拓展(1)This report has the purpose of...
拓展(2)This report aims to...
拓展(3)In writing this report, we aim to...
2．提出解决措施或建议
文中例句重现：Based on these findings, the following actions are firmly recommended;
拓展(1)Many measures have been taken to...
拓展(2)To solve this problem, the following suggestions are given.
拓展(3)The measures below a re meant to solve this problem.
Test 21. ·You work in a mail-order company and your boss, John Nash, asks you to write a short report on the basis of the information about two express companies between S-tone and Y-tone.
·Look at the information below, on which your boss has written some notes.
·Then, using all your handwritten notes, write a
report of comparison between the two companies and give your recommendations.
·Write
120-140 words.
Report on Express Company Selection
To: Mr. John Nash
From: Mary Bates
Date: 26 June 2008
INTRODUCTION
The purpose of this report is to evaluate and recommend an express company that would become our regular mail-order transporter for the next year.
FINDINGS
The findings are as follows:
For S-tone Express, it's a good carrier with a long history, so references can be easily found. It has good reputations in the field and is also very reliable. It provides 24-hour service that is useful for urgent orders.
As for Y-tone Express, it is a brand new company and there are no references for it. It provides long distance routes which we use very often and it is also cheaper. However, it does not have a website and thus online booking is not available.
CONCLUSIONS
Thus, S-tone is recommended for its good references, long tradition and reliability.
[解析]
1．商务报告的标题应该是名词短语或动名词短语
文中例句重现：Report on Express Company Selection
拓展(1)：Report on Improving the Training Methods of...
拓展(2)：Report on the Proposed Incentive Scheme
2．发现部分常用句式
文中例句重现：The findings are as follows:
拓展(1)：The findings of the report indicate that...
拓展(2)：It was found/discovered that...
Test 31. ·Last week, you visited your company's partner agency in Paris to see whether you can collaborate on a big advertising account ( here means description or explanation of conduct) for Soda-Taste.
·Look at the notes below which you sketched and drafted during the visit.
·Then, using this draft, write a short
memo report to your company's Managing Director, Bill Baker.
·Write
120-140 words.
Purpose of the visit: to collaborate on big advertising account for Soda-Taste Findings: French agency working on plans for the ad campaign now; very positive about the idea of collaborating
Conclusion: the project is important; profitable across Europe
Report on Visit to Partner Agencies in Paris
To: Bill Baker, Managing Director
From: Lily Bates
Date: 2 July 2008
INTRODUCTION
This report is to describe the situation and to make recommendations about how we can work together on this important project with our partner agency in Paris.
FINDINGS
The French agency is already working on plans for the ad campaign now.
They are very positive about the idea of collaborating.
They propose a pan-European advertisement —same ad in different countries, but local and famous actors in each country.
CONCLUSIONS
The Soda-Taste account is very important to both of our markets and it's very profitable across Europe. Thus, we should begin planning the project as soon as possible, and decide on the time schedule.
[解析]
1．报告的介绍部分或导言部分常用句式
文中例句重现：This report is to describe...
拓展(1)：The report explains/examines...
拓展(2)：Enclosed is a report about...
2．可行性报告中，对某一事件、项目表现积极的常用句式
文中例句重现：They a re very positive about...
拓展(1)：They show strong desire in...
拓展(2)：We are totally interested in...
拓展(3)：They have absolute passion for...
Test 41. ·You want to apply for the position when ABC Corporation is advertising for new hands.
·Look at the advertisement below, on which you have already made some handwritten notes.
·Then, using all your handwritten notes, write a
letter of application to John Hocking.
·Write a letter of
120-140 words.
John Hocking
ABC Corporation
St. Flower Way
Slough, Berkshire, SF12BY
HK
9 June 2008
Dear John Hocking
I am writing to apply for the position which was advertised several days ago in the newspaper.
I'm totally absorbed by your company's creativity plus novelty and I would particularly welcome the chance to work for your company as I have long admired both the quality of your service and the good reputation of your business conduct.
As you will notice on my enclosed CV, the job you are offering suits both my personal and professional interests.
I would be pleased to discuss my application in more details with you at an interview. I look forward to hearing from you.
Yours sincerely,
Martha Bates
[解析]
1．称谓：以下两者之间是成对儿使用的
Dear——Yours
拓展(1)Dear——Best wishes(私人关系比较亲密)
拓展(2)Dear Sir or Madam——Yours faithfully
拓展(3)Dear Mr./Mrs./Miss/Ms. Smith——Yours sincerely
2．信件结尾
I look forward to hearing from you．
拓展(1)I look forward to receiving your reply.
拓展(2)I would appreciate your early reply.
拓展(3)I shall be looking forward to hearing from you soon.
Test 51. ·You work as the secretary of the Managing Director. You are asked by him to write a reply to the following letter which he received yesterday.
·Look at the letter below, on which the Managing Director has drafted some notes.
·Then, using all your handwritten notes, write your
letter of claim.
·Write
120-140 words.
The Manager
ABC Corporation
St. Flower Way
Slough, Berkshire, SF12BY
HK
8 January 2009
Dear Sir or Madam,
Our goods of New Year gifts, Order No. 255, reached here on January 6 and we regret to tell you that we can't accept them. According to our agreement, the goods should have arrived before December 1 for the coming New Year's promotion then. Due to the late delivery, our New Year sales promotion has been seriously affected.
Nevertheless, as you have sent us the goods, what we can do now is to accept them but at a reduction of 40% of the list price.
It would be appreciated if you could give us a prompt answer to solve the problem.
Yours sincerely,
Martha Bates
[解析]
1．表示影响的
文中例句重现：...has been seriously affected.
拓展(1)：to have an influence/impact on sth.
拓展(2)：to influence/impress sth.
2．表示委婉拒绝的
文中例句重现：We regret to tell you that...
拓展(1)：We feel SO sorry to let you know that...
拓展(2)：It's really regretful to say that...
Test 61. ·You are the secretary of Mr. White and he has asked you to reply to the letter below apologizing to Mr. Right for the error he mentioned in the letter.
·Look at the information below, on which your boss has already made some handwritten notes.
·Then, using all your handwritten notes, write your
letter.
·Write
120-140 words.
ABC Credit Bank
816 High Road
Yorkshire
18th Oct 2008
Mr. Bill Right
20 Clinton Street
Yorkshire
Dear Mr. Right,
On behalf of the ABC Credit Bank, I would like to express our sincere apologies for the $100 overdraft charge that was mistakenly debited from your account.
We have traced the error and found that it was due to an inaccurate entry in our computer files. We also apologize for the late handling. Miss Bates has been off sick, so your message was not passed on.
We have credited your account with the $100 and, as a valuable customer, you are sincerely invited to the Opening Ceremony of the new movie which is sponsored by our bank and two tickets are enclosed with the letter.
Once again, we are sorry for the inconvenience caused to you in this matter.
Yours sincerely,
Lucy Baker
Secretary of the Branch Manager
[解析]
1．表达歉意的句式
文中例句重现：I would like to express our sincere apologies for...
拓展(1)I am writing to apologize for/about...
拓展(2)I am sorry for any inconvenience this has caused...
2．解释原因的表达
文中例句重现：...and found that it was due to...
拓展(1)：...because of..., we fail to...
拓展(2)：Unfortunately, we have been unable to...
3．词语扩展
credit['kredit] Credit Card信用卡，是可以透支的
n. 信用，荣誉，贷款，学分 Debit Card借记卡，不可以透支
v. 归功于，赞颂，信任
n. 借方，借
Test 71. ·You are the assistant to the Manager in the Sales Department of a factory for canned goods export. You have been asked to write a letter to a hypermarket in the new region where your company is planning to nudge into.
·Look at the information below, on which you have already made some handwritten notes.
·Then, using all your handwritten notes, write
a letter of establishing business relations.
·Write
120-140 words.
Dear Sir or Madam,
We've come to know your name and address from the Commercial Counselor's Office of the Chinese Embassy in London.
With long history and high reputation, we have been in the field of exporting canned goods for more than a century.
We desire to enter business with you, since you are such a huge hypermarket with good references and reliable business conduct in this region. I have enclosed with the letter a list of canned goods that our factory is producing and may be suitable to your choice.
As to our financial position, we can refer you to the Bank of China and the Chamber of Commerce in Beijing.
Your permission will be greatly appreciated, and we look forward to your early reply.
Yours faithfully,
Bill Bates
Sales Assistant
[解析]
1．表明信息来源常用句式
文中例句重现：We've come to know your name and address from...
拓展(1)By the courtesy of..., we are given to understand the name and address of your firm(承蒙……的介绍，我们得知贵公司的名称和地址)。
拓展(2)Your firm has been introduced (recommended, passed on) to us by...Company.
2．建立业务关系常用句式
文中例句重现：We desire to enter business with you.
拓展(1)We are willing to enter into business relations with your firm.
拓展(2)We express our desire to establish business relations with your firm.
拓展(3)We now avail ourselves of this opportunity to write to you with a view to enter into business relations with you.
(现在我们借此机会致函贵公司，希望和贵公司建立业务关系。)
拓展(4)We are now writing to you for the purpose of establishing business relations with you.
拓展(5)Your desire to establish business relations coincides with ours.
Test 81. ·You have recently bought the swimming pool advertised below and were very disappointed with the product.
·Then using all your handwritten notes, write a
letter of complaint to the company.
·Write
120-140 words.
Dear Sir or Madam,
I'm writing to complain about one of your pools I bought several weeks ago after seeing your advertisement in Leisure magazine.
There are so many differences between your description in the advertisement and the pool when in actual use.
Ⅰ Instead of being easy to install, I had to call a plumber to repair leaks which resulted in the damage of the floor.
Ⅱ Far from being excellent, the filters didn't work properly and green algae grew in it within a week.
Ⅲ What's worse, the adjustable current setting got stuck on the highest speed.
I've called your service hotline several times but nobody answered and no one responded to the numerous messages I've left. Therefore, I would like a full refund and compensation for the damage to my floor
Yours faithfully,
John Clinton
[解析]
1．投诉信常用句型
文中例句重现：I'm writing to complain about one of your...
拓展(1)I am not satisfied with...
拓展(2)...is so disappointed that I...
2．提出要求常用句型
文中例句重现：I would like a full refund and compensation for...
拓展(1)I'd like to have my...be replaced or...
拓展(2)I must therefore insist that...
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