2020年商务英语高级口试材料：留住顾客_第2页

　　PART THREE: DISCUSSION

　　Keeping customers

　　The restaurant you work for has been losing customers. You have been asked by your manager to look into the situation. Discuss the situation together, and decide:

　　l what problems there may exist for your restaurant

　　l what measures the restaurant should take to keep customers

　　留住顾客

　　你们工作的饭店开始流失顾客。经理请你们调查这一情况。讨论并决定：

　　l 饭店存在什么问题

　　l 饭店应采取什么措施以留住顾客

　　A: Our restaurant is losing customers. What problems do you think there may be?

　　B: Customers may not be satisfied with our services. For instance, some of our employees are not friendly enough, some of them don’t know the ingredients of dishes, and some services are slow.

　　A: Yes, I agree. Customers may have to wait for a long time to get the food. And the restaurant is too crowded, there are too many tables, customers may find it uncomfortable with tables set so close to each other.

　　B: That’s true. we’ll have to put fewer tables. What about the parking facilities? I think there are not enough parking spaces, if customers find it difficult to park their cars, they may go elsewhere.

　　A: I also think our restaurant needs redecorating. Our present interior design is old-fashioned.

　　B: And the plates and glasses may not be clean enough.

　　A: We must take some measures to improve our restaurant. First of all, we should increase the quality of food and drinks, if the food is delicious, we can attract many customers.

　　B: Yes, we can also cut prices of some dishes and offer some discounts to regular customers, then customers will think that it is good value for money.

　　A: Besides, we must also train our staff to increase the speed of service, staff friendliness, and staff attentiveness.

　　B: And we must also upgrade the interior decoration.

　　A：我们的餐厅正在损失客户，你认为这里可能有什么问题呢》

　　B：客户可能对我们的服务不满意。举例说，一些员工不够友好，一些员工不了解菜肴的成分还有一些服务的速度很慢。

　　A:是的，我同意。客户也许不得不为吃饭等待很长时间，而且餐厅里太挤了，有太多餐桌，客户也许觉得桌子离得太近让他们感到不舒适。

　　B：是的。我们应该减少许桌子。停车设施怎么样?我认为车位不够，如果客户感到停车困难，他们也许会到别的地方就餐。

　　A: 我还认为餐厅需要重新装修。我们目前的室内设计已经过时了。

　　B：而且盘子和杯子也不够干净。

　　A：我们必须采取一些措施来改善我们的餐厅。首先，我们应该提高食物和饮品的质量，如果食物可口，我们可以吸引更多客户。

　　B：是的，我们也可以对一些菜肴降价或者对老顾客提供一些折扣，接这样的话客户会觉得物有所值。

　　A：此外，我们也要培训员工来加快服务的速度，提高员工的亲和度和注意力。

　　B：而且我们必须提升室内装修的档次。

　　(1) Do you think it important to offer quality service to customers in a competitive market?(Why?/Why not?)

　　你认为在一个竞争的市场中提供高质量的服务很重要吗?(为什么?)

　　I think it is important, because if customers are not properly served, they will turn from that business and its products and services.

　　(2) What does relationship marketing emphasize?

　　关系营销注重什么?

　　It emphasizes meeting customers’ needs over time. It rejects the notion of exploiting customers to make quick sales and gain one-time profits.

　　(3) Do you think it important to study customers continually?(Why?/Why not?)

　　你认为对顾客进行持续性的研究很重要吗?(为什么?)

　　Yes, it’s important, only by studying its customers(as well as potential new customers)continually, can a company find out what they really want and need.

　　(4) Do you think timeliness in service important for a company to keep custmers?(Why?/Why not?)

　　你认为及时服务对公司留住顾客很重要吗?(为什么?)

　　I think it is important, because in today’s hectic world, time is money. If a company wants to keep its customers, it must provide products in the minimum amount of time.

　　(5) Do you think companies should deliver goods to customers’ front doors?(Why?/Why not?)

　　你认为公司应该把商品送到顾客的家中吗?(为什么?)

　　It depends. I think companies should deliver bulky goods to customers’ front doors, it creates convenience for customers, but for small goods, I think it is unnecessary.

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