loading《英语听力教程4》答案及原文
Unit 1 Shopping and Banking Oline Part I Getting ready B. Keys:
1: drop 2: shopping 3: mouse 4: feet 5: retailing 6: street 7: get 8: down 9: third-party 10: online 11:30% 12: malls 13: Britain 14: gift-buying 15:50% 16: net 17: peroid
C. Keys:
1 : the site2 : merchant, addresses/phone numbers/call up 3 : strict safety measures
Part II Net shopping under fire A. Keys:
1 : delivery, delivery 2 : delivery charges3 : personal information, 87% 4 : returning goods, 47% 5 : order, 35%, dispatch, 87%6 : money back, two
B. Keys:
1 : convenience 2 : choice 3 : obstacles 4 : complete trust 5 : build consummers' trust 6 : mature 7 : payment 8 : service
Part III Banking at home A. Keys:
1 : limited opening hours 2 : Online banking services3 : getting current information on products 4 : e-mailing questions to the bank 5 : competing for customers 6 : having no computers at home
B. Keys:
1 : It is banking through the Internet. 2 : 'Online banking' offers convenience which appeals to the kind of customer banks want to keep. 3 : Banks most want to keep people who are young, well-educated, and have good incomes.
Part IV More about the topic: Secret of Good Customer Service B. Keys:
《英语听力教程4》答案及原文
English Good Customer Service(Harrods)
1 : in a pleasant environment 2 : Second to none 3 : different customers, take a look at everything, alternatives, come to sales assistants 4 : first contact with the customer
American Good Customer Service(Saks)
1 : human side, family, occasions in life, a partnership 2 : repeat business, sales
Part V Do you know…? Keys:
1 : c 2 : a、b、c 3 : a、b、c 4 : c 5 : c 6 : b Tape script
Part I Getting ready C.
Consumers who want to shop online are suggested to bear the following things in mind:Evaluate the site. Always buy goods from well-known and trustworthy companies. Deal with companies which offer customer service, a complaints procedure and have a refund policy.Talk to merchant. E-mail and wait for reponses. Take down the addresses and phone numbers of those companies and make sure they are real by calling them up before buying any products and services.Ensure secure connection. Since buyers must submit personal information like number and expiry date of the card there are fears over security. Deal with sites that apply strict safety measures that require shoppers to give specific data known only to card holders before making the transaction.Be extra careful at a cybercafe or other public connection.
Part II Net shopping under fire
There is an urgent need for e-commerce rules to boost confidence in buying online. Consumers International, a federation of 245
《英语听力教程4》答案及原文
consumer organizations — including the UK's Consumers Association — said its survey showed that there were still obatacles to shopping online with complete trust.
The study, funded by the European Union, involved buying more than 150 items from 17 countries. Each consumer organization taking part tried to find one site in its own country and one abroad to buy a selection of items. These included a dictionary, a doll, jeans, a hairdryer, computer software and hardware, chocolates and champagne.
The key findings were:
Eight of the items ordered took more than a month to reach their destination and at least 11 (eight percent) never arrived.
Many sites did not give clear information about delivery charges. Only 13% of the sites promised that they would not sell customers' personal information on to a third party.
Only 53% of the companies had a policy on returning goods. Only 65% of the sites provided confirmation of the order and only 13% told customers when their goods had been dispatched.
In two cases,customers are still waiting for their money back more than four months after returning their goods.
Louis Sylvan, vice-president of Consumers International, said, \benefit the consumer by offering convenience and choice, there are still many obstacles that need to be overcome before consumers can shop in cyberspace with complete trust.\
Chris Philips, Marketing Manager at a London based e-commerce security company commented, \study confirms the difficulties of establishing consumers' trust in the Internet as a shopping experience. With statistics like these and Visa claiming 47% of disputes and fraud cases were Internet-related, it is little wonder that Internet
《英语听力教程4》答案及原文
commerce is not producing the profits predicted two or three years ago. Trust takes time to build, and the Internet will not mature as a retail channel until trusted brands, like the banks for example, start to offer ways of supporting trust relationships with guarantees payment and service.\
In September, the Organization for Economic Cooperation and Development will hold a meeting to discuss a set of international guidelines for electronic commerce.
Part III Banking at home
Many people dislike walking to the bank, standing in long lines, and running out of checks. They are dissatisfied with their bank's limited hours, too. They want to do some banking at night, and on weekends. For such people, their problems may soon be over. Before long, they may be able to do their banking from the comfort of their own home, any hour of the day, any day of the week. Many banks are preparing \branches,\or Internet offices, which means that people will be able to take care of much of their banking business through their home computers. This process is called interactive banking. At these online branches, customers will be able to view all their accounts, move money between their accounts, apply for a loan, and get current information on products such as credit cards. Customers will also be able to pay their bills electronically, and even e-mail questions to the bank.
Banks are creating online services for several reasons. One reason is that banks must compete for customers, who will switch to another bank if they are dissatisfied with the service they receive. The convenience of online banking appeals to the kind of customer banks most want to keep —people who are young, well-educated, and have good incomes. Banks also want to take advantage of modern technology as
《英语听力教程4》答案及原文
they move into the twenty-first century.
Online banking may not be appropriate for everyone. For instance, many people do not have computers at home. Other people prefer to go to the bank and handle their accounts the traditional way. Even though online banking may never completely replace a walk-in bank, it is a service that many customers are going to want to use.
Part IV More about the topic: Secret of Good Customer Service In Britain they ask you, \you being served?\Whilst in America they tell you to \customer service? From Harrods in London and Saks New York, we're going to find out the dos and don'ts of selling protocol.
The reason that Harrods has been so successful over a hundred and fifty years is two fold. First of all they've offered their customers the products they want to buy in a pleasant environment. But secondly and more importantly, the level of customer service that they've given their customers, before sale, during sale and after sale, has been second to none. I think it's fair to say that if you compare the British with our cousins elsewhere in the world that we are actually quite a reserved lot. To a certain extent there are a lot of shrinking violets in this country who would rather just do their own thing. They'd rather wander around and browse and if they do need any help eventually, ask for it. So I think the way that we approach our own U.K. based customers is actually slightly different to the way we know we need to approach. For example, an American customer, or indeed a Japanese customer, or a Middle Eastern customer, who all have different ways of doing things.
Well in serving different, I guess, nationalities, you do take very different approaches. With Europeans, for example, you do kind of let them take a look at everything. See what's being on offer and then ask them if they need any help. I think they'd probably much more